Fixentra — Terms & Conditions

These Terms & Conditions apply to services provided by Fixentra (“Fixentra”, “we”, “us” or “our”) to the customer (“you” or “your”).

By accepting a Fixentra quotation, you agree to these Terms & Conditions together with the specific scope of work, price and other details contained in the accepted quotation.

Each quotation will set out the agreed services, package, property details and price.

The quotation is based on the information available to Fixentra at the time of assessment. Work outside the agreed scope may require additional approval and may result in additional charges.

Fixentra will not normally undertake additional work or incur significant additional costs without obtaining the customer's approval.

The agreed quotation and these Terms & Conditions together form the basis of the agreement between Fixentra and the customer.

FixFresh™ — £399; FixComplete™ — £499; FixPremium™ — £699. The applicable package and any agreed variations will be confirmed in the customer's quotation.

Jobs up to and including £699: Where the final agreed job value is £699 or less, the full agreed amount is payable before work begins.

Jobs over £699: Where the final agreed job value is over £699, Fixentra will normally require 50% deposit before work begins and 50% final balance on completion. The final invoice may also include approved additional costs or materials.

Standard supplies included within the agreed package will be provided by Fixentra where applicable.

Where additional materials, specialist materials, replacement items or other costs are required outside the agreed package, Fixentra will seek customer approval where reasonably practicable before incurring the cost.

Approved additional materials and costs may be charged separately from the agreed package price.

Additional materials will normally be charged at cost and supported by receipts or other appropriate evidence.

For standard packages paid in full before the job, approved additional costs will normally be issued on a separate Additional Costs Invoice after completion.

For jobs over £699, approved additional costs will normally be included on the Final Invoice.

The customer is responsible for providing Fixentra with safe and lawful access to the property at the agreed time.

The customer must provide accurate access instructions, including relevant information regarding keys, key safes, alarms, parking or access restrictions.

The customer confirms that they are authorised to provide Fixentra with access to the property and to instruct Fixentra to carry out the agreed works.

Fixentra will use access information only for the purpose of carrying out the agreed services and will take reasonable care when handling keys, access codes and similar information.

If Fixentra cannot gain access as agreed, this may result in delays, rescheduling or additional reasonable costs where applicable.

• Providing accurate information about the property and requested works.
• Providing safe and reasonable access.
• Identifying known hazards or restrictions.
• Removing or securing valuable, fragile or personal items where appropriate.
• Ensuring utilities required to carry out the agreed work are available unless otherwise agreed.
• Obtaining any permissions or consents that are the customer's responsibility.

Fixentra may carry out an assessment before work begins.

Before photographs may be taken to document the property's condition.

Existing damage, defects, wear, staining or other conditions identified before work begins may be recorded as part of the assessment and before-work record.

Where an issue is discovered that was not reasonably identifiable during the initial assessment, Fixentra will inform the customer where practicable and discuss any additional work or cost before proceeding.

Fixentra will carry out the agreed services with reasonable care and skill.

Where specialist work is required, Fixentra may recommend or arrange an appropriately qualified specialist where agreed with the customer.

Fixentra may use employees, contractors or subcontractors to deliver services where appropriate.

Fixentra will agree a proposed start date with the customer.

Start and completion dates are subject to access, availability, the condition of the property and any unforeseen circumstances.

If circumstances outside Fixentra's reasonable control affect the agreed schedule, Fixentra will communicate this to the customer and seek to rearrange the work where reasonably practicable.

If the customer requests additional work, changes to the agreed scope or upgrades, Fixentra may provide an additional quotation or confirm the additional cost before proceeding.

Fixentra will not deliberately undertake significant additional chargeable work without appropriate customer approval.

Customers may have statutory cancellation rights depending on how and where the contract is entered into and the circumstances of the service.

Any cancellation or rescheduling request should be made as soon as possible.

Where a customer cancels or reschedules, Fixentra may seek to recover reasonable costs or losses that it is legally entitled to recover, subject to applicable consumer law.

Any cancellation charges, deductions from deposits or retained payments will be limited to amounts that are fair and legally permissible.

Where work is requested to begin before any applicable cancellation period has expired, Fixentra will obtain any required customer request or confirmation before starting early.

Nothing in these Terms & Conditions is intended to remove or restrict any statutory rights the customer has under applicable law.

Services will be provided with reasonable care and skill and in accordance with applicable consumer protection law.

Fixentra will take reasonable care when carrying out the agreed work.

Customers should identify valuable, fragile or particularly vulnerable items before work begins.

Fixentra will not accept responsibility for pre-existing damage, defects or deterioration that were present before work began.

Nothing in these Terms & Conditions excludes or limits liability where the law does not allow it to be excluded or limited.

On completion, Fixentra may carry out a final check of the agreed works.

After photographs may be taken to document the completed work.

Where reasonably practicable, the customer will be informed of any outstanding matters or items that could not be completed within the agreed scope.

If you are unhappy with any aspect of the service, please contact Fixentra as soon as reasonably practicable and provide details of the issue.

Fixentra will review the matter and, where appropriate, seek to resolve it fairly and within a reasonable timeframe.

Invoices are payable according to the payment terms stated on the quotation or invoice.

Where an amount remains unpaid, Fixentra may take reasonable steps to recover the outstanding amount, subject to applicable law.

Fixentra will handle customer information in accordance with its Privacy Policy and applicable data protection law.

Access information such as keys, key-safe details and access codes will be treated as confidential and used for the purposes of providing the agreed services.

By accepting a Fixentra quotation, the customer confirms that they have had an opportunity to review the quotation; have been provided with these Terms & Conditions; understand the agreed scope and price; authorise Fixentra to carry out the agreed works; confirm that they are authorised to provide access to the property; and agree to pay the agreed price and any properly approved additional costs.

These Terms & Conditions are governed by the laws of England and Wales, subject to any mandatory rights or protections that apply to the customer.