Customer Terms & Conditions

Important – Planning, Building Regulations & Other Approvals

A like-for-like roof replacement will not normally require planning permission where the work does not materially alter the external appearance of the property. However, planning permission, listed building consent or other approval may be required depending on the property, its location and the nature of the proposed work.

Building Regulations are separate from planning permission. Roof renewal or alteration works may require Building Control approval depending on the extent and type of work being undertaken. A 25% threshold is commonly referred to in Building Regulations guidance, although it is not a universal test based simply on the proportion of roof covering being replaced. Building Regulations may also require insulation or thermal performance to be assessed or improved.

Unless our Quotation states that The Roofers Blackpool Ltd will arrange an approval on your behalf, the Customer is responsible for arranging any necessary planning permission, Building Control application, listed building consent, party wall agreement or other approval and for any associated fees. This does not affect any statutory duties which apply directly to The Roofers Blackpool Ltd in relation to the work we carry out.

Where requirements are uncertain, advice should be obtained from the relevant Local Planning Authority, Building Control body or other appropriate professional before work begins.

1. Introduction

These Customer Terms & Conditions ("Terms"), together with our written Quotation and any subsequent written variations agreed between us, form the agreement between you and The Roofers Blackpool Ltd for the Services described in the Quotation ("the Agreement").

Please read the Quotation and these Terms carefully before accepting the work. If anything is unclear, or you believe that the documents do not reflect what has been agreed, please contact us before accepting the Quotation.

Where a project-specific term contained in the Quotation or an agreed written variation conflicts with these general Terms, the project-specific written term will take precedence to the extent of that conflict.

Nothing in these Terms affects any statutory rights available to you as a consumer. Services supplied to consumers must be carried out with reasonable care and skill, and that obligation cannot simply be excluded by contractual wording. These Terms apply where you contract directly with The Roofers Blackpool Ltd. Where we undertake work under a separate commercial building contract, subcontract or other expressly agreed written contract, the terms of that agreement may apply instead.

2. About Us

The Roofers Blackpool Ltd is a private limited company registered in England and Wales.

• The Roofers Blackpool Ltd
• Company No. 17236297
• Registered Office: 66 Paul Street, London, England, EC2A 4NA
• Trading as roofing contractors across Blackpool, the Fylde Coast and selected areas further afield.
• Telephone: 07910 742482
• Email: info@the-roofers-blackpool.co.uk
• Website: www.the-roofers-blackpool.co.uk
• VAT No: 526405602

3. Quotations and Formation of the Agreement

Our Quotation will set out the Services we propose to provide, the agreed specification so far as it is known at the quotation stage, the price and any project-specific payment arrangements or other conditions.

Unless stated otherwise, a Quotation will remain valid for 14 days from the date of issue. After that period we may withdraw, revise or reprice it before acceptance.

It is your responsibility to read the Quotation and these Terms and satisfy yourself that the proposed Services reflect your requirements before accepting them.

Acceptance must normally be confirmed in writing, including by email or through an electronic quotation-acceptance system used by us.

A contract is formed when we confirm acceptance of your instruction to proceed.

Any subsequent material change to the Services, price or specification should be confirmed in writing in accordance with Section 10 (Variations, Additional Work and Unforeseen Conditions).

Where further information becomes available after the Quotation, including information revealed when existing roof coverings, finishes or structures are opened up, the scope and price may need to change in accordance with Section 10 (Variations, Additional Work and Unforeseen Conditions).

4. Consumer Cancellation Rights

Where you enter into the Agreement as a consumer and the law gives you a right to cancel, including where the Agreement is entered into at a distance or away from our business premises, you may cancel the Agreement during the applicable statutory cancellation period without giving a reason.

The length and starting date of the cancellation period will depend on the nature of the Agreement and the applicable consumer legislation. Where a statutory right to cancel applies, we will provide you with the cancellation information and cancellation form required by law.

To cancel, you must clearly inform us of your decision. You may do this by email to info@the-roofers-blackpool.co.uk or by any other clear statement. You may use the cancellation form provided by us, but you are not required to do so.

If you ask us to begin the Services during a statutory cancellation period, we may require you to make an express written request confirming that you wish the work to start early. If you subsequently cancel after work has begun, you may be required to pay a reasonable and proportionate amount for Services already provided, to the extent permitted by law.

Where the Services have been fully performed during the cancellation period following your express request to begin early, your statutory right to cancel may be lost where the legal requirements for this have been satisfied.

Statutory cancellation rights may not apply, or may be limited, where you have specifically requested a visit for the purpose of carrying out urgent repairs or maintenance. This exception only applies to the urgent work requested and does not automatically apply to additional work or goods which are not necessary for that urgent repair.

If you wish to cancel after any statutory cancellation period has expired, we may agree to cancellation but reserve the right to recover reasonable losses and costs arising directly from the cancellation, including non-refundable or specially ordered materials, plant, scaffolding or other commitments already made specifically for your project. Any amount claimed will take account of costs which we have saved or can reasonably avoid as a result of the cancellation.

Nothing in this section limits any cancellation or other statutory rights available to you as a consumer.

5. Our Responsibilities and Standard of Work

We will:

• provide the Services described in the accepted Quotation with reasonable care and skill;
• carry out the work in accordance with the agreed specification and any applicable legal or regulatory requirements;
• follow relevant manufacturer installation requirements and recognised roofing practices where applicable to the materials and systems being installed;
• use suitably competent employees and/or subcontractors where required;
• maintain appropriate insurance for the work we undertake;
• take reasonable steps to protect the property while the Services are being carried out;
• ensure that scaffolding arranged by us is erected, altered and dismantled by competent persons; and
• arrange appropriate disposal of waste arising from our work where waste removal forms part of the Quotation.

The roofing specification for each project will be the specification stated in the Quotation and any supporting documents or subsequently agreed written variations. Different properties and roofing systems may require different materials, fixing methods, ventilation arrangements and weathering details.

If, during the work, we identify circumstances which require a material change to the agreed Services, we will notify you and deal with any resulting additional or varied work in accordance with Section 10 (Variations, Additional Work and Unforeseen Conditions).

6. Customer Responsibilities

You agree to:

• provide us with reasonable and safe access to the property and areas required to carry out the Services;
• provide any information reasonably required for us to carry out the work, including details of known defects, restrictions or hazards which may affect the Services;
• obtain any permissions or consents which are your responsibility under these Terms or the Quotation, including any necessary consent for access to neighbouring or third-party property;
• ensure that tenants, occupants and other persons at the property are made aware of the work where appropriate;
• tell us in advance if other contractors are expected to work at the property during the same period so that the work can be coordinated safely;
• keep children, pets and other persons away from working areas and comply with reasonable safety instructions given by us;
• not access, alter or interfere with scaffolding, access equipment, temporary coverings or other site equipment, or allow others to do so without our permission;
• provide reasonable access to electricity, water and toilet facilities where required for the Services;
• remove or adequately protect valuables, furniture, stored items and sensitive equipment beneath or close to areas where roofing work is taking place;
• arrange the removal or temporary relocation of aerials, satellite dishes, CCTV, alarms or similar equipment where this is reasonably necessary to carry out the Services and is not included within our Quotation; and
• provide reasonable space for the delivery and storage of materials, skips, plant or equipment where this has been agreed as part of the project.

If your failure to meet these responsibilities causes delay, prevents us from carrying out the Services or results in reasonably incurred additional costs, we may adjust the programme and charge those additional costs where appropriate. We will not be responsible for delay, loss or damage to the extent that it is caused by your failure to comply with these responsibilities, except where the matter is also caused by our negligence or breach of the Agreement.

7. Programme, Start Dates, Delays and Weather

Any proposed start date, duration or completion date is an estimate unless the Quotation expressly states that a particular date is fixed.

We will agree an anticipated start date with you and will keep you reasonably informed of any significant changes to the programme.

Roofing work is weather-dependent. We may delay, suspend or rearrange work where weather conditions, forecasts or site conditions make it unsafe, impractical or likely to compromise the quality of the work. This may include rain, high winds, frost, snow, extreme temperatures or other adverse conditions. Weather delays on an existing project may also affect the anticipated start date of later projects.

The programme may also be affected by:

• variations or additional work;
• defects or conditions which could not reasonably have been identified before work commenced;
• delays in materials, scaffolding, plant, waste services or other necessary services;
• delays caused by the Customer, other contractors or third parties;
• delays in obtaining any necessary approval or consent; or
• other circumstances outside our reasonable control.

Where such circumstances occur, we will take reasonable steps to minimise the effect of the delay and resume or continue the Services as soon as reasonably practicable.

Unless a fixed completion date has been expressly agreed, we will complete the Services within a reasonable time taking account of the nature and extent of the work and any circumstances which reasonably affect the programme.

We will not be responsible for delay to the extent that it results from circumstances outside our reasonable control or from a failure by the Customer to comply with their responsibilities under these Terms.

8. Access, Scaffolding and Site Safety

You must provide us and any contractors engaged by us with reasonable access to the property and the areas necessary to carry out the Services.

Where access over or from neighbouring or third-party property is required, you are responsible for obtaining the necessary permission unless otherwise agreed in writing.

Where scaffolding, access equipment, skips, plant or similar facilities are required, sufficient access and space must be made available for their safe delivery, erection, use and removal. We may reasonably require vehicles, stored items, garden furniture, ornaments, temporary structures or other obstructions to be moved or protected before work begins.

Scaffolding arranged by us will be erected, altered and dismantled by competent persons. You must not access, alter, interfere with or permit any other person to access or alter scaffolding, ladders, hoists, temporary coverings or other work equipment without our permission.

For safety reasons, working areas must be kept clear of customers, occupants, visitors, children and pets while work is taking place. You must follow any reasonable site-safety instructions given by us.

Scaffolding, skips, plant or other equipment may remain at the property for a reasonable period before or after the roofing work while delivery, collection or dismantling is arranged. Dates provided for these services are estimates where they depend upon third-party suppliers.

If suitable access cannot be provided, or circumstances at the property prevent the work from being carried out safely, we may delay or suspend the Services until the issue has been resolved. Any reasonable additional costs arising as a direct result may be charged to you where the cause is outside our responsibility.

9. Price, VAT and Payment

The price for the Services will be stated in the Quotation, subject to any variations or additional work agreed or arising in accordance with these Terms.

Where VAT is chargeable, the Quotation will clearly show the VAT applicable and the total price payable including VAT.

Any deposit, advance payment or stage payment required for the project will be stated in the Quotation. Depending on the value, duration and nature of the work, we may require payment in stages as the Services progress.

Payments must be made by the due dates stated in the Quotation or relevant invoice. Where no specific payment date is stated, payment will be due within 7 calendar days of the invoice date.

Where an advance payment is required before work begins, we may postpone the start date, ordering of project-specific materials or other project commitments until the required payment has been received.

Stage payments will become due when the relevant stage or milestone stated in the Quotation has been reached. The final balance will become due following completion of the Services. Where there is an agreed outstanding item or genuine defect, any amount reasonably and proportionately attributable to that item may be withheld until it is resolved, but the undisputed balance remains payable.

If you believe that an invoice is incorrect or genuinely dispute an amount claimed, you must tell us as soon as reasonably possible and explain the reason for the dispute. Any part of the invoice which is not genuinely disputed remains payable by the due date.

If a payment remains overdue, we will contact you and give you a reasonable opportunity to make payment. If payment is still not received, we may suspend further work until the overdue amount has been paid. Any resulting change to the programme will not be treated as a delay caused by us.

We reserve the right to recover any overdue sums through appropriate debt-recovery or legal proceedings where necessary.

Nothing in this section affects any statutory rights or remedies available to either party.

10. Variations, Additional Work and Unforeseen Conditions

The Quotation is based on the information reasonably available to us when the property is inspected and the Quotation is prepared. Roofing work can reveal defects or conditions which could not reasonably have been identified before existing coverings, finishes or structures were removed or opened up.

Unless specifically included in the Quotation, the price does not include the repair, replacement, treatment, alteration or strengthening of defective structural timbers, decking, substrates or other parts of the property which were not reasonably apparent at the quotation stage.

If unforeseen work becomes necessary, we will explain the issue to you and, where reasonably practicable, provide photographs or other supporting information. We will advise you of the proposed additional work and any additional cost before proceeding.

Any material change to the agreed Services, whether requested by you or recommended by us, must normally be agreed in writing. Written agreement may include email or another electronic method used by us. An agreed variation will form part of the Agreement.

If you request additional or altered work, we may revise the price and programme to reflect the effect of that change.

Where an unforeseen condition creates an immediate risk to the property, weatherproofing or site safety and it is not reasonably practicable to obtain your approval first, we may carry out the minimum temporary or protective work reasonably necessary to make the property or site safe. We will tell you what has been done and any resulting reasonable cost as soon as practicable.

We will not be responsible for the cost of rectifying pre-existing defects or hidden conditions which were not caused by our work and could not reasonably have been identified before the Services commenced.

Where measurements, specifications or other information supplied by you are materially incorrect or incomplete, we may make a reasonable adjustment to the scope, price or programme where this affects the Services.

11. Materials, Substitutions, Customer-Supplied Materials and Salvage

Unless otherwise stated in the Quotation, we will supply the materials required to carry out the Services.

Materials supplied by us will be of satisfactory quality, suitable for their intended purpose and consistent with the description or specification stated in the Quotation, subject to the normal characteristics and tolerances of the particular product.

Roofing materials, particularly natural slate, stone, clay products and reclaimed materials, may vary in colour, shade, texture, thickness, dimensions and appearance. Samples, photographs and existing materials are therefore intended as a general indication only and an exact visual match cannot always be guaranteed.

If a specified product becomes unavailable, is discontinued or cannot reasonably be obtained, we may propose a suitable alternative of comparable type, quality and performance. We will obtain your agreement before making a substitution which materially affects the appearance, performance, specification or price of the work.

Where the Quotation provides for existing slates, tiles, stone or other materials to be reused, their suitability and the quantity capable of reuse may only become fully apparent once they are removed and inspected. Additional replacement materials may be required where existing materials are damaged, defective or unsuitable for reuse. Any resulting material change in cost will be dealt with in accordance with Section 10 (Variations, Additional Work and Unforeseen Conditions).

Where you supply materials for incorporation into the work, you are responsible for ensuring that they are suitable, available in sufficient quantity and supplied when reasonably required. We are not responsible for defects, failure, incompatibility or manufacturer warranty issues arising from materials supplied by you, except to the extent that any loss or damage is caused by our failure to exercise reasonable care and skill in handling or installing them.

Unused materials supplied and paid for by us remain our property unless otherwise agreed. Materials which have been incorporated into the completed work will be treated as part of the property.

Unless the Quotation states otherwise, materials removed from the property as part of the Services may be removed by us for disposal or recycling. Where reclaimed or salvage materials, including lead, slate, tile or stone, have an agreed salvage value which has been allowed for when calculating the Quotation, those materials will become our property when removed.

If you wish to retain any materials removed from the property, you must tell us before work begins so that this can be agreed and, where applicable, any allowance made for salvage can be adjusted.

12. Existing Property, Dust, Vibration and Internal Finishes

Roofing work can involve significant movement, vibration, dust and debris, particularly during the stripping and removal of existing roof coverings.

We will take reasonable care when carrying out the Services. However, unless specifically included in the Quotation, our work does not include the repair, redecoration or making good of existing internal ceilings, walls, plasterwork, decorations or finishes.

Existing finishes and building elements may be particularly susceptible to movement or vibration where they are aged, deteriorated, poorly secured or already defective. We will not be responsible for deterioration or damage arising from pre-existing defects or weaknesses which were not caused by our work, except to the extent that damage results from our failure to exercise reasonable care and skill.

Dust, dirt and small amounts of debris may enter roof spaces or other areas beneath roofing work despite reasonable precautions being taken. You should remove or adequately protect stored items, valuables, furniture and sensitive equipment beneath or close to the working area before the Services begin.

Where parts of the property beneath or adjacent to the work, including lower roofs, gutters, conservatories, extensions, glazing, garden features or similar areas, require additional protection or access arrangements, we may ask you to remove, relocate or protect items where reasonably necessary.

If an existing part of the property is found to be defective, fragile or unsuitable to support or withstand the proposed work, we will tell you where this materially affects the Services and deal with any necessary additional work in accordance with Section 10 (Variations, Additional Work and Unforeseen Conditions).

Nothing in this section excludes responsibility for damage caused by our negligence or failure to carry out the Services with reasonable care and skill.

13. Temporary Weatherproofing and Protection of the Property

Roofing work may require existing roof coverings to be removed or parts of the roof to remain temporarily incomplete while the Services are in progress.

We will take reasonable steps to protect exposed areas of the property and to maintain appropriate temporary weatherproofing while the work is being carried out.

Temporary coverings, seals and weatherproofing measures are not equivalent to a completed permanent roof. Sudden or severe adverse weather, including wind-driven rain, may in some circumstances result in water entering a temporarily exposed or incomplete area despite reasonable precautions having been taken.

Where adverse weather is forecast or develops while the Services are in progress, we may temporarily stop work, reduce the area opened up or carry out temporary protective work until conditions are suitable to continue.

You must tell us as soon as reasonably possible if you become aware of water ingress, movement or failure of any temporary covering so that we have a reasonable opportunity to inspect the situation and take appropriate action.

We will not be responsible for loss or damage resulting solely from exceptional or unforeseen weather conditions where reasonable precautions and temporary protection have been provided. This does not exclude responsibility for loss or damage caused by our negligence or failure to carry out the Services with reasonable care and skill.

14. Flat Roofing and Existing Falls/Ponding

The performance and drainage of a flat or low-pitched roof can be affected by the existing roof structure, deck levels, falls, outlets and surrounding construction.

Where our Quotation is based on installing a new waterproofing system over an existing roof structure or deck, it does not include altering or rebuilding the existing falls unless this is specifically stated in the Quotation.

Existing roofs may contain low areas or irregular falls which can result in some temporary standing or ponding water after rainfall. We cannot guarantee the complete elimination of ponding where the existing structure or falls have been formed by others and their alteration is outside the agreed scope of work.

Where the Quotation specifically includes forming, altering or improving the roof falls or supporting structure, we will carry out that work in accordance with the agreed specification.

If significant defects in the existing deck, structure, falls or drainage become apparent after the roof is opened up, we will explain the issue and any additional work required in accordance with Section 10 (Variations, Additional Work and Unforeseen Conditions). Nothing in this section excludes responsibility for defects caused by our failure to carry out the Services with reasonable care and skill.

15. Brickwork, Chimneys, Flashings and Cavity Trays

The effectiveness of roof flashings and other weathering details can depend upon the condition and construction of adjoining brickwork, stonework, render, chimneys and walls.

Unless specifically included in the Quotation, our work does not include the repair, rebuilding, repointing, waterproofing or treatment of adjoining masonry or chimney structures.

Where existing brickwork, stonework, render, mortar joints or other building fabric is defective, porous or deteriorated, water may enter through or behind those areas independently of the roof covering or flashing. We will not be responsible for water ingress caused by such pre-existing defects which are outside the agreed scope of the Services.

Where we identify defective masonry or another condition which may affect the performance of the roofing work, we may recommend additional repair or weatherproofing work. Any additional work will be dealt with in accordance with Section 10 (Variations, Additional Work and Unforeseen Conditions).

In some constructions, satisfactory weathering at a chimney or wall abutment may depend upon an existing or new cavity tray, lead tray or other concealed detail. Unless the installation or replacement of such a detail is specifically included in the Quotation, we do not warrant against water ingress arising from its absence, failure or defective installation by others.

Where work involves or may affect a chimney or flue serving a combustion appliance, any inspection, testing or specialist work which is required and is outside our roofing scope must be carried out by an appropriately competent person. Any gas work must be carried out by a suitably qualified Gas Safe registered engineer.

Nothing in this section excludes responsibility for defects or water ingress caused by roofing or flashing work which we have carried out without reasonable care and skill.

16. Subcontractors and Third Parties

We may use suitably competent subcontractors or specialist contractors to carry out parts of the Services where appropriate.

Where a subcontractor or specialist is engaged by us as part of the Services stated in our Quotation, their work will form part of our contractual obligations to you. The use of a subcontractor does not remove any responsibility which The Roofers Blackpool Ltd has to you under the Agreement or applicable law.

Some projects may require services from independent specialists or other contractors which are outside our agreed scope of work. Where you contract directly with such a third party, that work will be subject to the separate agreement between you and that third party and we will not be responsible for their work, charges, delays or failures.

If we introduce or recommend another contractor or supplier but their services are not included within our Quotation, the introduction or recommendation alone does not make their work part of our Agreement with you.

Where work by another contractor must take place before, during or after our Services, you must tell us where reasonably practicable so that the work can be coordinated. We will not be responsible for defects, damage or delay caused by work carried out by others, except to the extent that we have caused or contributed to the problem.

17. Completion and Handover

The Services will be treated as complete when the work described in the Quotation and any agreed variations has been carried out, subject to any minor outstanding items or remedial work which have been identified and agreed between us.

Minor outstanding items which do not materially affect the performance or use of the completed work will not, by themselves, prevent the Services from being considered complete. Any such items will be completed within a reasonable time.

If you identify an apparent defect or item requiring attention at or following completion, you should tell us as soon as reasonably practicable and give us a reasonable opportunity to inspect and, where appropriate, rectify it.

Where applicable to the Services, we will provide relevant completion or handover documents which form part of our agreed scope, such as workmanship guarantee documentation, manufacturer warranty information and certificates or approvals obtained or arranged by us. Where documents are issued by a third party, they may be provided separately after completion once they become available.

Scaffolding, skips, plant or other equipment may remain at the property for a reasonable period after the roofing work has been completed while collection or dismantling is arranged. Their continued presence will not, by itself, mean that the roofing Services are incomplete.

Completion and payment of the final balance do not affect any statutory rights available to you in relation to defective Services.

18. Workmanship Guarantee and Manufacturer Warranties

Unless the Quotation states otherwise, new roofs and roof replacements where the roofing system is supplied and installed by The Roofers Blackpool Ltd are provided with a 15-year workmanship guarantee.

The guarantee covers defects arising from our workmanship in carrying out the guaranteed roofing work. The guarantee period begins on the date the relevant Services are completed.

Repair work, maintenance work and other minor roofing works do not automatically receive the 15-year workmanship guarantee. Where a specific guarantee applies to such work, its scope and duration will be stated in the Quotation.

Where a project involves the reuse of existing slates, tiles, stone, structural elements or other existing materials, the guarantee may be limited or varied to reflect the condition and nature of those materials. Any different guarantee arrangements will be stated in the Quotation. Our guarantee does not warrant the remaining lifespan, inherent condition or future performance of existing or reused materials unless expressly stated otherwise.

If you believe there is a defect covered by our workmanship guarantee, you must notify us as soon as reasonably practicable and give us a reasonable opportunity to inspect the work. Where the defect is covered by the guarantee, we will carry out the reasonable remedial work necessary to correct the workmanship defect without charge.

The guarantee does not cover defects, damage or failure caused by matters outside our workmanship, including:

• lack of reasonable maintenance or failure to deal with known maintenance issues;
• defects in existing structures, substrates or parts of the property outside our agreed scope of work;
• structural movement, settlement or subsidence;
• storm damage, impact, fire, vandalism or other external events not caused by our workmanship;
• alterations, penetrations, repairs or other work subsequently carried out by the Customer or by third parties;
• misuse, unauthorised access or traffic over roof areas not intended for such use;
• failure or deterioration of customer-supplied materials; or
• inherent defects or deterioration in existing or reused materials, except where responsibility for those materials is expressly included in the Quotation.

Where materials or products supplied as part of the Services are covered by a manufacturer's warranty or guarantee, we will provide or make available the relevant information where reasonably available to us. Manufacturer warranties are separate from our workmanship guarantee and may be subject to the manufacturer's own terms, conditions and registration requirements.

The workmanship guarantee is additional to, and does not replace or reduce, any statutory rights or remedies available to you as a consumer.

Any guarantee documentation provided by us will normally be issued once the Services are complete and all undisputed sums due under the Agreement have been paid.

19. Liability

We are responsible for loss or damage which is a reasonably foreseeable result of our breach of the Agreement or our failure to exercise reasonable care and skill.

We will not be responsible for loss or damage to the extent that it results from:

• a pre-existing defect, weakness or condition in the property which was not caused by our work;
• inaccurate or incomplete information supplied by you;
• your failure to comply with your responsibilities under these Terms;
• work carried out by a contractor or other third party appointed directly by you;
• alterations, interference or damage caused by you or another person after our work has been carried out; or
• events or circumstances outside our reasonable control,

except where we have caused or contributed to the loss or damage.

We will not be responsible for loss or damage which was not reasonably foreseeable when the Agreement was entered into.

These Terms are intended for customers contracting with us primarily for domestic purposes. We will not be responsible for loss of profit, loss of business, loss of income or other business losses which arise from the Services and which were not reasonably foreseeable as part of a domestic roofing contract.

Nothing in these Terms excludes or limits our liability where it would be unlawful to do so. In particular, nothing excludes or limits liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation, or any statutory rights or remedies which cannot legally be excluded or restricted.

20. Complaints and Disputes

We aim to resolve any concerns about our work promptly and fairly.

If you have a concern while the Services are being carried out, please raise it with the person supervising the work as soon as reasonably practicable so that we have an opportunity to investigate and, where appropriate, resolve the issue.

If the matter cannot be resolved on site, or you would prefer to contact us directly, you may make a formal complaint by email to info@the-roofers-blackpool.co.uk. Please provide reasonable details of the issue and any relevant photographs or supporting information where available.

We will investigate the complaint and respond within a reasonable time. You must give us a reasonable opportunity to inspect any work complained of and, where we are responsible for a defect, to carry out appropriate remedial work.

Our Complaints Policy, including details of how complaints are handled, is available on our website.

Where a consumer dispute remains unresolved after our internal complaints process, we will provide any information about Alternative Dispute Resolution (ADR) which we are required to provide by law, including details of an appropriate ADR provider where applicable and whether we are required or willing to use that procedure.

Nothing in this section prevents either party from exercising any legal or statutory rights available to them.

21. Data Protection and Privacy

We will collect and use personal information where reasonably necessary to provide the Services, administer the Agreement, communicate with you, manage payments and guarantees, comply with legal or regulatory requirements and operate our business.

Where necessary and lawful, we may share relevant personal information with third parties involved in or supporting the Services, including subcontractors, suppliers, Building Control bodies, warranty or guarantee providers, insurers and professional advisers.

We will handle personal information in accordance with applicable UK data protection law. Further information about how we collect, use, retain and share personal information, the lawful bases we rely upon and your data protection rights is set out in our Privacy Policy.

If you have a question, wish to exercise a data protection right or wish to make a complaint about how we have used your personal information, please contact us at info@the-roofers-blackpool.co.uk. You also have the right to complain to the Information Commissioner's Office where applicable.

22. Ending the Agreement

We may end the Agreement by giving you written notice if you commit a serious breach of the Agreement and, where the breach can reasonably be remedied, you fail to remedy it within a reasonable period after we have asked you to do so.

We may also end the Agreement where continuing the Services has become unlawful, or where the Services cannot reasonably be carried out safely because of circumstances outside our reasonable control.

If we end the Agreement because of a serious breach by you, you will remain responsible for payment for Services properly carried out and for reasonable and unavoidable project-specific costs or losses arising directly from that breach, less any costs which we have saved or can reasonably avoid.

If the Agreement ends because continuing the Services has become unlawful or cannot reasonably be carried out safely due to circumstances outside either party's reasonable control, we will account fairly for any sums already paid. You will remain responsible for Services or goods already properly supplied, and any amount relating to Services or goods not supplied will be refunded, subject to any deductions permitted by law.

Nothing in this section affects your rights to end the Agreement where we are in breach of it or where applicable law otherwise gives you a right to do so.

Ending the Agreement does not affect any rights or obligations which arose before it ended, or any statutory rights which cannot lawfully be excluded or restricted.

23. General Legal Terms

If any provision of the Agreement is found to be unlawful, invalid or unenforceable, that provision will be treated as removed or limited to the extent necessary, and the remaining provisions will continue to apply.

A failure or delay by either party to exercise a right under the Agreement does not prevent that right from being exercised later.

Unless the Agreement expressly states otherwise, no person other than you and The Roofers Blackpool Ltd will have the right to enforce any of its terms under the Contracts (Rights of Third Parties) Act 1999.

The Agreement is governed by the law of England and Wales.

Any dispute arising from the Agreement will be subject to the jurisdiction of the courts of England and Wales, except where applicable consumer law gives you the right to bring proceedings in another jurisdiction.

Nothing in the Agreement is intended to exclude, restrict or override any statutory consumer rights which cannot lawfully be excluded or restricted.

The Roofers Blackpool Ltd | Registered in England and Wales | Company No: 17236297 | VAT No: 526405602 | Registered Office: 66 Paul Street, London, England, EC2A 4NA

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