Terms & Conditions

Last updated: 27 July 2026  ·  PROPSERVE365 LTD, company no. 15471013

About us and these terms

These terms and conditions set out the basis on which PROPSERVE365 LTD (“we”, “us”, “our”) provides property maintenance, repair, installation and improvement services.

We are a company registered in England and Wales under company number 15471013, with our registered office at Office One, 1 Coldbath Square, Farringdon, London EC1R 5HL. You can reach us on 020 3633 2753 or at info@propserve365.co.uk.

Please read these terms carefully before accepting a quotation. By accepting a quotation or allowing us to begin work, you agree to these terms. If there is anything you don't understand or don't agree with, tell us before the work starts and we'll discuss it.

Where you are a consumer (an individual buying for purposes wholly or mainly outside a business), you have statutory rights that these terms do not affect — see Your legal rights. Some clauses below apply only to business customers, and say so.

Definitions

Quotations and estimates

• Quotations are free and carry no obligation. We may need to visit the site before we can quote accurately.
• Unless it says otherwise, a quotation is valid for 30 days from its date. After that, material prices may have moved and we may need to re-quote.
• A quotation is a fixed price for the scope described in it. It is not a price for everything you might want doing at the property.
• Anything explicitly listed as excluded — and anything not mentioned — is not included. Common exclusions are making good beyond the immediate work area, decorating after first-fix works, scaffolding, asbestos removal, structural work, and specialist testing.
• An estimate given over the phone or before inspection is indicative only. We will always confirm a firm price in writing before starting.
• Where the scope genuinely cannot be fixed in advance — typically emergency repairs and fault-finding — we will tell you our hourly or day rate and any call-out charge before we attend, and keep you informed of the running cost.

Variations

If you ask for additional work, or if additional work proves necessary, we will price it and get your approval in writing (email or text is fine) before carrying it out. We will not charge you for work you have not agreed to.

How a contract is formed

• Our quotation is an offer. A contract is formed when you accept it — in writing, by paying a deposit, or by confirming a booking date and allowing us access to start.
• We may decline or withdraw a quotation before it is accepted, for example if our availability changes or if a survey reveals the job is materially different from what was described.
• Dates given for starting and completing works are estimates given in good faith. We will tell you promptly if a date needs to move and agree a new one with you.

Your right to cancel (consumers)

This right comes from the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. The 14-day period runs from the day after the contract is formed.

How to cancel

Tell us in a clear statement before the 14 days expire — email info@propserve365.co.uk, call 020 3633 2753, or write to us at Office One, 1 Coldbath Square, Farringdon, London EC1R 5HL. You may use the model cancellation form in the Regulations, but you don't have to.

If you want us to start within the 14 days

• We will not begin work during the cancellation period unless you expressly ask us to. For emergencies this is usually exactly what you want, and we will record your request.
• If you ask us to start and then cancel within the 14 days, you must pay a reasonable amount for the service already supplied — in proportion to what has been done — together with the cost of any materials ordered or used specifically for your job.
• Once the service has been fully performed within the 14 days at your express request, and you acknowledged that you would lose the right to cancel once it was complete, the right to cancel no longer applies.

Bespoke and made-to-measure items

The right to cancel does not apply to goods made to your specification or clearly personalised — for example bespoke joinery, templated worktops or made-to-measure units — once manufacture has begun at your request.

Refunds

Where a refund is due we will make it within 14 days of being told you are cancelling, using the same payment method you used, less any amount properly due under this section.

Price and payment

Deposits

• For larger works we ask for a deposit before we start, to cover materials and to secure your slot in the diary. The amount is stated in the quotation.
• The deposit is credited in full against the final invoice.
• If you cancel outside the statutory cancellation period, we will refund the deposit less any costs we have already reasonably incurred — materials ordered, bespoke items commissioned, and time spent on surveys and design.

Balance

• The balance is due on completion of the works, unless the quotation sets out a different schedule.
• Small jobs and call-outs are payable on the day, on completion.
• On longer projects we may agree stage payments against milestones set out in the quotation.
• Business customers may be offered invoice terms. Unless agreed otherwise in writing, invoices are payable within 14 days of the invoice date.

How to pay

We accept bank transfer and card. Cheques are not accepted. All prices are in pounds sterling. Where VAT applies it will be shown separately on the quotation and invoice.

Late payment

• If you are a consumer and payment is late, we may charge interest at 4% a year above the Bank of England base rate on the overdue amount, running from the due date until payment is made.
• If you are a business customer, we are entitled to interest and fixed-sum compensation under the Late Payment of Commercial Debts (Interest) Act 1998 — currently 8% a year above the Bank of England base rate, plus the statutory fixed sum and reasonable recovery costs.
• We may suspend further work while an invoice is overdue. We will tell you before we do.

You must not withhold payment for the whole of an invoice because of a minor defect in part of the work. Tell us what's wrong and we will put it right — see Our workmanship guarantee.

Access, parking and site conditions

To do the job properly we need you to:

• provide safe and unobstructed access to the site at the agreed times, and tell us about anything we need to know — alarm codes, pets, vulnerable occupiers, restricted hours, building management rules;
• make available electricity, water and lighting at no charge to us;
• clear the work area of furniture, ornaments, valuables and personal belongings. We will move what we reasonably can, but we cannot accept responsibility for items left in the work area;
• tell us about hidden services you know of — buried cables, underfloor heating, concealed pipework — before we start; and
• obtain any permissions needed from a freeholder, managing agent, block manager or neighbour.

Parking and charges

Unless the quotation says otherwise, parking charges, permits, suspension fees, the Congestion Charge and ULEZ charges are not included and will be added at cost to your invoice. Where a parking bay suspension or permit is needed, we will tell you in advance.

Missed appointments

If we attend at an agreed time and cannot get access through no fault of ours, we may charge a reasonable abortive-visit fee to cover the wasted time and travel. We will always try to reach you first.

Emergency call-outs

• Emergency and out-of-hours attendance is charged at our call-out rate plus labour and materials. We will tell you the rate before we dispatch anyone.
• The purpose of an emergency visit is to make the situation safe and stable — stop the leak, isolate the fault, secure the property. A permanent repair may need a return visit, which we will quote separately.
• If parts are not available at the time, we will make safe and agree a date to return.
• Emergency attendance does not include work that could reasonably have waited for a normal appointment; we will tell you if we think that's the case, so you can decide.

Materials, goods and appliances

• Materials and goods supplied by us remain our property until paid for in full, even if they have been installed, so far as the law allows.
• Risk in materials passes to you on delivery to the site.
• Appliances, boilers, sanitaryware and similar goods carry the manufacturer's own warranty, which we will pass to you. Manufacturer warranties are in addition to your legal rights, not instead of them.
• Where you supply your own materials, we will fit them with reasonable care and skill but cannot guarantee the goods themselves, and we are not responsible for delays or extra cost caused by items that are missing, damaged, incorrect or unsuitable. We will always tell you if we think something you've bought isn't right for the job.
• Natural materials — timber, stone, tiles — vary in colour, grain and pattern. Small variation between samples and the delivered product is normal and is not a defect.
• Colour matching of paint and finishes to existing decoration cannot be guaranteed to be invisible, particularly where the existing finish has aged.

Our workmanship guarantee

What the guarantee covers

• Defects in our workmanship — the installation, fitting, joining, sealing or finishing we carried out.

What it does not cover

• Fair wear and tear, or damage caused by misuse, accident, neglect or lack of servicing.
• Faults in materials or appliances — these are covered by the manufacturer's warranty, which we will help you claim under.
• Pre-existing defects in the property, or problems caused by parts of the property we did not work on.
• Work altered, adjusted or repaired by someone else after we finished.
• Materials you supplied yourself.
• Movement, settlement, damp or structural issues originating elsewhere in the building.
• Work carried out on an expressly advisory or temporary basis, where we told you at the time that it was a stop-gap.

How to claim

Tell us as soon as you notice the problem — call 020 3633 2753 or email info@propserve365.co.uk. Please give us a reasonable opportunity to inspect and remedy the issue before instructing anyone else. If you have someone else do the work without giving us that chance, we may not be able to cover the cost.

The guarantee is given to you as our customer and is not transferable unless we agree in writing. It is in addition to your statutory rights.

Things that can't be seen in advance

Older London properties hide a great deal behind their walls and floors. Occasionally, once work starts, we find something nobody could reasonably have known about — failed waste pipes, unsafe wiring, rot, asbestos-containing materials, or structural problems.

If that happens:

• we will stop work in that area and make it safe;
• we will tell you what we've found, with photographs;
• we will price the additional work and get your written approval before doing anything further; and
• if the discovery makes the original scope impossible or unsafe to complete as quoted, either of us may end the contract. You would pay for work properly carried out and materials supplied up to that point.

Asbestos: we are not a licensed asbestos removal contractor. If we suspect asbestos-containing materials we will stop and advise you to instruct a specialist survey. We cannot continue in that area until it is cleared.

Your legal rights

If you are a consumer, the Consumer Rights Act 2015 gives you rights that these terms cannot take away. In particular:

• services must be carried out with reasonable care and skill;
• where a price has not been agreed, you need only pay a reasonable price;
• where a time has not been agreed, the work must be done within a reasonable time; and
• goods supplied must be of satisfactory quality, fit for purpose and as described.

If we fall short, you are entitled to ask us to put it right, and to a price reduction if we cannot do so within a reasonable time and without significant inconvenience to you.

For free, impartial advice contact Citizens Advice on 0808 223 1133 or at citizensadvice.org.uk.

Cancelling or rescheduling a booking

By you

• Please give us at least 48 hours' notice to cancel or move a booked appointment. We will move it free of charge.
• With less notice, or if we have already ordered non-returnable materials or commissioned bespoke items, we may charge for costs reasonably incurred.
• This is separate from, and does not affect, your statutory cancellation right in Your right to cancel.

By us

• We may need to move an appointment — illness, an emergency elsewhere, or materials not arriving. We will tell you as soon as we can and offer the earliest alternative.
• We may end the contract if you don't make a payment when due and still don't pay within 14 days of us reminding you, if you don't provide access or information we've asked for, or if the site is unsafe to work in.

Our liability to you

We do not exclude or limit our liability in any way where it would be unlawful to do so. That includes liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, for breach of your statutory rights as a consumer, and for defective products under the Consumer Protection Act 1987.

Subject to that:

• We are responsible for loss or damage you suffer that is a foreseeable result of us breaking this contract or failing to use reasonable care and skill. We are not responsible for loss or damage that is not foreseeable.
• We maintain public liability insurance. Details are available on request.
• We are not responsible for damage to items left in the work area that you were asked to remove, or for pre-existing defects we did not cause.
• We are not responsible for minor unavoidable disturbance inherent in the work — for example dust, hairline cracking to old plaster adjacent to the works, or marks left where fixtures were removed — unless the quotation includes making good.

Business customers only

Where you are a business customer, we are not liable for loss of profit, loss of rent, loss of business, business interruption, or loss of anticipated savings; and our total liability in connection with the contract is limited to the greater of the total price payable under it and the amount recoverable under our public liability insurance.

Complaints procedure

If something isn't right, we would much rather hear it from you than read it online. Our procedure is deliberately short.

1. Tell us. Call 020 3633 2753 or email info@propserve365.co.uk with the property address, the date of the work and what's wrong. Photographs help.
2. We acknowledge within 3 working days and tell you who is dealing with it.
3. We investigate and respond within 14 days. That usually means arranging a visit to look at the work. If we need longer, we will tell you why and give you a date.
4. We put it right. If the complaint is upheld we will remedy the work at our cost, or where that isn't possible, agree an appropriate reduction or refund.
5. If you're still not satisfied, write to a director at Office One, 1 Coldbath Square, Farringdon, London EC1R 5HL and we will review the matter afresh and give you our final response.

If we cannot resolve it between us, consumers can seek free advice from Citizens Advice (0808 223 1133), and either party may pursue the matter through the courts. Nothing in this procedure affects your legal rights.

Data protection

We handle personal information in line with our Privacy Policy, which explains what we collect, why, who we share it with and what rights you have.

We take before-and-after photographs of the work area as a record of what was done. We will not use any photograph of your property in our marketing without asking you first.

Events outside our control

Neither of us is responsible for failing to perform, or for delay in performing, obligations under this contract where the cause is beyond our reasonable control — for example severe weather, flooding, fire, epidemic, industrial action, failure of utilities or transport networks, or acts of government.

If such an event occurs we will contact you as soon as possible, and the time for performance will be extended. If the delay is substantial, either of us may end the contract; you would pay for work properly carried out up to that point and we would refund any balance.

Other important terms

• Transfer. We may transfer our rights and obligations under these terms to another organisation, and will tell you if we do. You may only transfer your rights to someone else if we agree in writing.
• Third parties. This contract is between you and us. No other person has any right to enforce its terms.
• Severance. If a court finds any part of these terms unlawful, the remaining paragraphs continue in full force.
• Waiver. If we delay in enforcing a term, that does not prevent us enforcing it later.
• Entire agreement. The quotation and these terms form the whole agreement between us on the works, and replace any earlier discussion — though nothing here excludes liability for anything we said fraudulently.
• Governing law. These terms are governed by the law of England and Wales, and both of us submit to the non-exclusive jurisdiction of the courts of England and Wales. If you live in Scotland or Northern Ireland, you may also bring proceedings in your own country.

How to contact us