About these terms
Who the terms are between
These terms apply when you, as a customer, ask Fortis Roofing Farnborough to survey a roof or carry out roof work. They sit alongside the written price we give you for your job, and that document sets out the details of your particular contract, such as the work, the covering and the total.
Nothing in these terms takes away any right you have under consumer law. Where a term seems to conflict with a right you have by law, the law prevails.
Before work starts
Surveys and written prices
Every job starts with a survey. We inspect the roof, log what we find as photographs and measurements, then take you through the results. Then you receive a single total figure in writing for the work described. It rests on what the survey found, so if the job reveals something the survey could not show, we will stop and tell you, and any change is agreed with you in writing.
The written price states what is included and whether it includes VAT and scaffolding. How long the price stays open is stated on the price itself.
Making it a contract
Accepting a price
A contract exists once you accept the written price and we confirm the start date. If you accept at your home after our survey, that counts as an off-premises contract, and the cancellation rules in the next section apply. Citizens Advice advises asking at least 3 traders for written quotes, and you are free to include ours in that comparison.
Changing your mind
Your right to cancel
If you enter a contract with us away from our business premises, which includes at your home, you may cancel it at any point within the cancellation period, and no reason is needed. For services, the period finishes 14 days after the day the contract is entered into. If you want work to begin within that period, your request has to be made in a form you can keep, which could be an email or a signed note.
There is an exception in regulation 28(1)(e) of the Consumer Contracts Regulations 2013: no cancellation right exists where you asked the trader to attend specifically for urgent repairs or maintenance. Where a trader omits the required cancellation information, the regulations extend the period to a maximum of 12 months from when it would have finished.
To cancel, tell us by email or phone, or in writing to the address on your written price. Citizens Advice can explain your position on 0808 223 1133.
The work
How the work is carried out
Section 49 of the Consumer Rights Act 2015 sets the standard for our work, which is reasonable care and skill. Before the job starts we agree access with you, including where materials will be stored, and each day's plan is explained to you. Waste is taken away. Where a roof is found to contain asbestos or a material that might, work on that part stops until it has been identified and handled in line with HSE guidance.
If scaffolding has to stand on the public highway, the licence comes from the highway authority under the Highways Act 1980, and we organise that with the scaffolder. Since licences take time, a start date may depend on it. Dates are agreed in good faith and can change because of weather or something the survey could not show. We will tell you as soon as we know.
Rules that apply
Building Regulations, planning and consents
Some roof work needs Building Regulations approval, and some properties, such as listed buildings and homes in conservation areas, need further consents. We tell you which we expect to apply when we price the job. Your building control body can confirm the position for your address. If a consent falls to the owner to obtain, that is put in writing.
Paying
Payment and VAT
Payment terms, including any stage payments, are stated on your written price. The standard rate of VAT is 20%, and the price shows whether VAT is included.
If something is wrong
Problems, remedies and complaints
The Consumer Rights Act 2015 requires a service to be performed with reasonable care and skill, and a trader cannot shut out liability for failing to provide it. If you are unhappy with any part of the work, tell us as soon as you can, ideally with photographs, and we will look at it. Our complaints procedure explains the steps, and the written workmanship cover for your job is explained on a page of its own.
Under the Digital Markets, Competition and Consumers Act 2024 section 308, a trader must tell a consumer about any alternative dispute resolution arrangement that is available if the consumer is dissatisfied with the outcome. We will give you that information if a complaint is not resolved.
Governing law
Which law applies
These terms and any contract with us are governed by the law of England and Wales. We may update these terms from time to time, and the version in force when you accept a written price is the one that applies to your job. Your privacy is covered separately in our privacy policy.