Terms & Conditions
General Terms & Conditions
By using the services of Goldfinch Insulations Ltd, you agree to these Terms & Conditions. They explain how we provide our services, your responsibilities and ours. We may update these terms from time to time to reflect changes in our services, business or legal requirements. The Terms & Conditions in place when you accept our quotation or book our services will apply to your contract.
Definitions
In these Terms & Conditions:
"You" means the customer, homeowner, landlord or authorised person requesting our services.
"We", "Us" or "Our" means Goldfinch Insulations Ltd.
"Materials" means any products, equipment or materials supplied as part of our services.
"Services" means the insulation, heating, boiler upgrades, heating controls, first-time central heating, surveys or any other services agreed between you and us.
"Charges" means the agreed cost of the services, materials and any additional work where applicable.
These headings are provided for convenience only and do not affect the interpretation of these Terms & Conditions.
Please read these Terms & Conditions carefully before accepting our quotation or booking our services. They explain how we provide our services, how changes may be made, your rights and our responsibilities. If you believe any information is incorrect or you require clarification, please contact us before proceeding.
A contract between you and Goldfinch Insulations Ltd begins once we confirm acceptance of your quotation, booking or order.
1. Supply of Services
1.1 These Terms & Conditions apply to all services provided by Goldfinch Insulations Ltd, including any materials supplied as part of the agreed work.
1.2 We may update our prices or these Terms & Conditions for future bookings. Any changes relating to your existing agreement will only be made where both parties agree.
1.3 We reserve the right to decline or stop work where necessary, including where there is a breakdown in communication, health and safety concerns or circumstances beyond our reasonable control.
1.4 You agree to provide accurate information and suitable access to your property so we can carry out surveys, assessments and installation work safely and efficiently. We cannot accept responsibility for delays caused by incorrect or incomplete information.
1.5 Once your quotation has been accepted, we will provide the agreed services in accordance with the confirmed specification, subject to any eligibility requirements where government funding applies.
1.6 We always aim to arrive at agreed appointment times. Occasionally delays may occur because of traffic, weather conditions, previous appointments or other unforeseen circumstances outside our reasonable control.
1.7 Where necessary, we may make reasonable changes to products, materials or installation methods to comply with current legislation, manufacturer guidance or health and safety requirements without affecting the overall quality of the service.
1.8 We are not responsible for delays caused by events outside our reasonable control. Where this happens, appointment dates may be rearranged and completion times extended where necessary.
1.9 If you would like to make changes to the agreed services, please contact us as soon as possible. We will advise whether the changes are possible and explain any impact on pricing, timescales or installation before proceeding.
1.10 Where services are provided through a government-funded scheme, including the ECO4 Scheme, all work remains subject to eligibility criteria, funding approval and programme requirements.
2. Charges & Fees
2.1 Unless agreed otherwise in writing, all quotations include the agreed services and any applicable costs. Additional work or materials requested after the quotation has been accepted may result in extra charges, which will always be discussed with you beforehand.
2.2 Our quotations are based on the information available at the time they are prepared. If further work or additional materials are required following a property survey or installation, we will explain the reasons before carrying out any extra work.
2.3 Where applicable, invoices may be issued once work has started, completed or at agreed stages of the project.
2.4 Invoices should be paid by the agreed payment date shown on the invoice unless another arrangement has been confirmed in writing.
2.5 If you believe an invoice is incorrect, please contact us as soon as possible. We will review the matter and resolve any genuine queries promptly.
2.6 Written quotations remain valid for the period stated on the quotation unless otherwise confirmed by us.
2.7 Fixed-price quotations include the agreed labour and materials unless otherwise stated.
2.8 A quotation may need to be updated where:
- Additional work is requested.
- Unforeseen work is identified during installation.
- Material costs change before work begins.
- Access or property conditions differ from those originally assessed.
Any changes will always be discussed and agreed with you before continuing.
2.9 If the rate of VAT changes before your project is completed, we may adjust the final invoice in line with current UK tax regulations where applicable.
2.10 You are responsible for ensuring our team has safe access to your property while work is being carried out. If work cannot continue because of unsafe conditions, restricted access or circumstances beyond our control, the appointment may need to be rearranged.
2.11 We ask customers to provide a safe working environment for our employees and contractors. This includes ensuring pets are controlled, access routes are clear, and any potential hazards are identified and made safe before work begins.
2.12 Where services are provided through a government-funded scheme, all charges and funding remain subject to the relevant scheme rules, eligibility criteria and approval process.
3. Warranties, Liability & Guarantees
3.1 We carry out all work with reasonable care, skill and attention using suitable materials and installation methods that meet current industry standards.
3.2 Our liability is limited to the extent permitted by law and any applicable insurance cover held by Goldfinch Insulations Ltd.
3.3 Where manufacturers provide warranties on products or materials supplied, these will be passed on to you where applicable. Manufacturer warranties remain subject to their own terms and conditions.
3.4 We cannot accept responsibility for delays, additional costs or damage resulting from inaccurate information, restricted access or circumstances outside our reasonable control.
3.5 We are not responsible for faults or defects relating to existing heating systems, insulation, pipework or property features that were present before our work began.
3.6 Where existing systems require additional repairs or upgrades before installation can proceed safely, we will explain the work required and provide a revised quotation where appropriate.
3.7 Our team will always carry out suitable checks before installation. If unexpected issues are discovered, work may be paused until they have been safely resolved.
3.8 We cannot guarantee the performance of existing equipment or installations that have not been installed, repaired or maintained by Goldfinch Insulations Ltd.
3.9 Any recommendations provided by our surveyors or installers should be followed to ensure the safety, performance and efficiency of your heating or insulation system.
3.10 We are not responsible for faults or damage caused by alterations, repairs or modifications carried out by third parties after our work has been completed.
3.11 All installations are completed in line with relevant industry guidance, manufacturer recommendations and applicable UK regulations.
3.12 To the fullest extent permitted by law, Goldfinch Insulations Ltd will not be responsible for indirect losses, loss of income or any consequential losses arising from the use of our services.
3.13 If you believe there is a fault with our workmanship, please notify us as soon as reasonably possible so we can investigate and, where appropriate, arrange a suitable solution.
3.14 Where access requires furniture or personal belongings to be moved, we ask that these are removed before our arrival wherever possible. We cannot accept responsibility for damage to items moved by others.
3.15 We are not responsible for repairing existing faults or damage discovered during surveys or installation work that are unrelated to the services we have been instructed to provide.
3.16 Our workmanship guarantee applies only to work completed directly by Goldfinch Insulations Ltd and only after full payment has been received where payment is applicable.
3.17 Any guarantee becomes invalid where work has been altered, repaired or interfered with by another contractor without our prior agreement.
3.18 Government-funded installations remain subject to the conditions, warranties and quality assurance requirements of the relevant funding scheme where applicable.
3.19 Nothing within these Terms & Conditions affects your statutory rights under UK consumer protection legislation.
4. Removal of Waste Materials
4.1 Unless agreed otherwise in writing, we will remove waste materials created during the installation where included within the agreed scope of work. Any additional waste disposal requirements will be discussed before work begins.
5. Data Protection
5.1 Goldfinch Insulations Ltd is committed to protecting your personal information and handling it in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.
5.2 Any personal information you provide will only be used to arrange surveys, provide our services, process enquiries, meet legal obligations and administer government-funded schemes where applicable.
5.3 Where you have given your consent, we may occasionally contact you with information about our services. You can withdraw your consent or opt out of marketing communications at any time.
5.4 Where necessary, we may share relevant information with trusted service providers, funding bodies or regulatory organisations involved in delivering our services or fulfilling legal obligations.
5.5 We will never sell your personal information and will only share it where permitted or required by law. For further information, please refer to our Privacy Policy.
6. Confidentiality
6.1 Both parties agree to keep confidential information private and only use it for the purpose of providing or receiving the agreed services, unless disclosure is required by law.
6.2 Any documents, quotations, surveys or information shared during the project remain confidential and should not be disclosed without permission unless legally required.
7. Disputes
7.1 We are committed to providing a professional service and resolving any concerns fairly, promptly and respectfully.
7.2 If you have a complaint, please contact us as soon as possible by telephone, email or in writing. We will investigate the matter and work with you to reach a suitable resolution.
8. Miscellaneous
8.1 These Terms & Conditions may be updated from time to time to reflect changes in legislation, industry guidance or our business practices. The latest version will always be available on our website.
8.2 By using our services, requesting a quotation or accepting our proposal, you agree to these Terms & Conditions.
8.3 We may communicate with you by telephone, email or in writing regarding your enquiry, survey, installation or any services we provide. Electronic communication will be treated as valid communication where permitted by law.
9. Force Majeure
9.1 We will always aim to complete work within the agreed timescales. However, we cannot be held responsible for delays or interruptions caused by events beyond our reasonable control, including severe weather, transport disruption, supplier delays, industrial action, government restrictions or other unforeseen circumstances.
10. Complaints Policy
We are committed to delivering a high standard of workmanship and customer service. If you are unhappy with any aspect of our service, we encourage you to contact us as soon as possible so we can investigate and resolve the matter quickly.
Our Complaints Process
- We aim to acknowledge your complaint within five working days.
- Where required, we will arrange a convenient appointment to inspect the work and discuss an appropriate solution.
- If remedial work is necessary, we will explain the proposed actions and agree a suitable timescale with you.
- If we are unable to resolve the matter through our internal complaints procedure, both parties may consider an appropriate independent dispute resolution process where applicable.
Contact Us
If you have any questions about these Terms & Conditions, please contact Goldfinch Insulations Ltd. Our team will be happy to provide further information or discuss any part of these terms before you proceed with our services.