Terms & Conditions
- Definitions
1.2 "Customer" refers to any individual or entity purchasing goods and/or services from the Company. This can be a business, a couple or an individual.
1.3 "Contract" means any contract for the sale of goods or services by the Company, including maintenance, repair, refitting, or refurbishing of goods.
1.4 "Goods" refers to all products, parts, accessories, and materials supplied by the Company.
1.5 "Services" refers to all servicing, maintenance, installation, repairs, labour, callouts, and related activities.
1.6 "Special Order Items" refers to goods not ordinarily stocked and ordered specifically for the Customer.
- Quotations
2.2 All quotations are subject to errors and omissions; the Company may amend, update or withdraw quotations solely at its discretion. All quotations are indicative and subject to amendment due to supplier, shipping, or other factors.
2.3 The Company may re-specify equipment where necessary.
2.4 All sale or preferential pricing is applicable while stocks last.
2.5 Any changes requested by the Customer after a quotation is accepted may be possible but will incur additional charges.
2.6 Online and offline prices may differ.
- Existence of Contract
3.2 These terms override any terms proposed by the Customer.
3.3 Amendments require written approval from the Company.
3.4 The Company reserves the right to decline, suspend, postpone or cancel orders at its discretion or where operationally necessary.
3.5 The Company is not responsible for delays in repair or servicing.
3.6 The Company will not be held responsible for any claim, loss, or compensation if it is unable to repair or service goods in a timely fashion.
- Prices
4.2 Prices may be adjusted for increases in labour, materials, transport, storage or other costs solely at the Company’s discretion.
4.3 Any additional works, access equipment, lifting equipment, delays or variations requested by the Customer or customer’s contractors will incur further charges.
- Payment
5.2 Deposits are deemed acceptance of the Contract.
5.3 Balance of payment for goods is due 7 working days prior to delivery/installation.
5.4 Time for payment is of the essence. Overdue amounts incur 2.5% interest per month plus recovery costs.
5.5 Failure to make payment may result in cancellation of the order and forfeiture of deposits.
5.6 Service and maintenance calls must be paid in full before the Company attends.
5.7 Additional on site labour time and / or parts will be chargeable and payment is due immediately upon completion.
5.8 The Company will not underwrite any guarantee or warranty until payment is received in full.
5.9 Cancellation Fees: 30% for stock items, or servicing. 50% for special-order items or parts, or swimming pools. A restocking and administration fee of 15% is charged on all products.
- No refunds will be provided for labour time incurred on site during service, maintenance, or call-out visits.
- Service visit cancellations require a minimum of 24 hours’ notice. Cancellations made within 24 hours of the scheduled visit, or failure to provide suitable access, will incur the full visit charge.
- Payment terms may be amended at the Company’s discretion.
- Risk, Delivery & Performance
6.2 Risk passes at delivery to Customer property or site.
6.3 The Company may deliver by instalments; each instalment is a separate contract.
6.4 The Company may suspend or terminate supply if payment is not met or the Customer becomes insolvent. Deposits will be forfeited.
6.5 No refunds or part-refunds for special factory orders; price increases may occur.
6.6 Ownership remains with the Company until full payment. The Company may recover goods if payment terms are breached.
6.7 Charges for cranes/HiAbs must be paid directly to contractors unless otherwise agreed in the Contract.
6.8 The Company shall not be liable for delays caused by weather, access issues, third-party contractors, or circumstances beyond its control.
6.9 Any lifting equipment, cranes, hiabs, forklifts, or removal equipment required will be chargeable to the Customer.
6.10 Delivery date by the Company are estimated and not guaranteed.
- Claims Notifications
7.2 Claims for damage or incorrect quantity or incorrect product must be made within 7 days.
7.3 Hidden defects must be reported immediately upon delivery.
7.4 Defective parts under warranty require proof of purchase.
7.5 The Company must be allowed reasonable opportunity to investigate claims; goods may need to be returned.
7.6 The Company is not liable if the Customer does not comply with these conditions.
7.7 One year’s labour is included; after one year, standard labour rates apply.
7.8 The Company cannot accept liability for any part failing after a service or maintenance visit.
7.9 Any issues relating to goods or servicing must be reported within 5 days of delivery or service completion.
7.3 Dissatisfaction with servicing must be reported within the same 5-day period.
7.4 The Company cannot accept liability for any part failing after a service visit. Such failure is deemed unrelated to the Company’s work.
- Suitability of Goods
8.2 The Company provides guidance but the customer remains responsible for checking installation space.
8.3 Chemicals and consumables are non-refundable.
8.4 Any opened or used items are non- refundable.
8.5 The Company accepts no liability where the Customer's requirements exceed the product’s specifications.
8.6 Customers are advised to seek professional advice for installation requirements.
- Extent of Liability
9.2 If goods are missing or defective, the Company may replace, repair, or credit at its discretion.
9.3 Replacement or repaired goods will be delivered to the original delivery point.
9.4 The Contract remains valid for unaffected goods; no set-off is permitted.
9.5 No claims will be accepted where customer modifications or specifications caused defects.
9.6 The Company is not liable for goods lost or damaged in transit; claims must be against the carrier.
9.7 Liability is limited to the invoice value of goods.
9.8 The Company only warrants parts it supplies and installs. Customer-supplied parts have no warranty.
9.9 The Company is not liable for damage to Customer property during installation or works.
9.10 The Customer is responsible for site readiness, and if required obtaining all planning permissions for goods and/ or works.
9.11 The Customer must be physically present for delivery, installation, service or maintenance. If access is not available or the Customer is not present, redelivery, refitting, handover or revisit charges will apply.
9.12 The Customer must ensure clear, safe and unobstructed access for Company at all times. Return visits are chargeable.
9.13 Access hatches, door or openings must be provided and open ahead of Company arrival to ensure installation and / or service visits can be carried out successfully. If a visit is unsuccessful due to access being not being possible return visits are chargeable.
9.14 Failed access results in access incurs charges to the Customer.
9.15 The Customer is responsible for all their own electrical installations and groundworks and the Company takes no responsibility.
9.16 The Company reserves the right to change Contract specifications where items become obsolete, discontinued or deemed unsuitable.
- General
10.2 The Company holds a lien on Customer property for unpaid sums; it may dispose of such property after notice.
10.3 Contracts may not be assigned without Company consent.
10.4 Customer indemnifies the Company for goods made to Customer’s design/specifications.
10.5 All Company tools, drawings, and data remain Company property.
10.6 Contracts over 12 months increase by 3.5%.
10.7 Storage fees apply after 12 weeks. £40/week for hot tubs, swim spas, saunas, steam rooms, gazebos or large goods. £15/week for covers, parts, or accessories
10.8 Customer must supply suitable water and electrical connections. Return visits are chargeable.
10.9 Warranties start from the delivery date or day one on site, whichever is earliest.
- Cancellation
11.2 A 15% restocking/admin fee applies to all cancelled orders.
11.3 Deposits are non-refundable unless otherwise stated.
11.4 Delivery cancellations within 48 hours of scheduled works incur £500 + vat charge plus machinery costs.
11.5 Crane, helicopter, forklift, or HiAb use is chargeable unless stated otherwise.
11.6 Road closure costs are payable by the Customer.
11.7 Customer is responsible for any property damage on installation day.
11.8 Customer must ensure clear access; failed access incurs charges.
11.9 Electrical delays caused by the Customer incur charges of £120 + VAT per hour.
11.10 If Customer’s electrical or groundworks fail, commissioning revisit per person is charged at £360 + VAT.
11.11 Handover and commissioning revisit rates are £425 + VAT.
11.12 No refunds for contract changes.
- Force Majeure
- Governing Law
13.2 Headings are for reference only.
- Health & Safety
14.2 The Company is responsible for adhering to its own health and safety policies while on site
- Trade Descriptions Act 1968
- Errors & Omissions Excepted (E&OE)