- 24 hour call out - 365 days a year - London & surrounding areas
THS Terms and Conditions
Quotations and Scope
Quotations are valid for 28 days unless stated otherwise.
Prices cover only the work described in the quotation.
Where options are provided, only the approved option will be carried out.
Additional work and costs must be approved before proceeding.
Payment
Jobs up to £300 including VAT require full payment upfront.
Jobs over £300 require a 50% deposit, with the balance payable on completion.
Different payment or credit terms must be agreed beforehand.
Previous call-outs, investigations and surveys are charged separately unless expressly included.
Deposits are deducted from the final balance.
Investigations and Repair Attempts
Investigations may identify further work rather than resolve the fault during the initial visit.
Replacing one faulty component may reveal other faults requiring a separate quotation.
An agreed repair attempt remains chargeable where properly carried out, even if further work is needed.
Any known limitations of a repair will be explained before approval.
Access and Appointments
The customer must arrange access and provide accurate access instructions.
Working areas must be clear, with valuables and fragile belongings removed.
Missed access, avoidable waiting or late rearrangements may incur a reasonable charge where disclosed beforehand.
Appointment windows and completion times are estimates unless a specific deadline is agreed.
Additional Work and Concealed Defects
Prices do not include concealed defects that could not reasonably be identified beforehand.
Opening walls, floors, ceilings or boxing may reveal additional repairs.
We will explain any additional work and obtain approval before proceeding.
Work may be stopped or services isolated where an immediate safety risk is identified.
Materials and Special Orders
Materials are supplied to the agreed specification.
Alternatives affecting appearance, performance or price require approval.
Special-order and made-to-measure items may have extended lead times.
Cancellation may result in charges for genuinely non-recoverable material costs, subject to applicable cancellation rights.
Additional handling, delivery or storage costs must be agreed beforehand.
Customer-Supplied Materials
THS does not provide a product guarantee for customer-supplied materials.
Our installation workmanship remains covered by the applicable labour guarantee.
Missing, unsuitable or faulty customer-supplied materials may delay completion.
Additional attendance or alterations caused by these issues may be charged where agreed.
Guarantees
Repairs to existing components carry a three-month guarantee.
Where we cannot guarantee how long a particular repair will last, this will be stated before approval and recorded against that repair.
Labour for newly installed parts carries a 12-month guarantee.
Product warranties apply as stated for the supplied product.
Guarantees exclude faults caused by misuse, accidental damage, normal wear, inadequate maintenance or unrelated existing defects.
Third-party interference affects cover only where it causes or contributes to the fault.
Attendance for an unrelated fault may be chargeable where explained and agreed.
Making Good and Property Protection
Making good, painting, tiling and reinstatement are included only to the extent stated in the quotation.
Filling and sanding does not include decoration unless specified.
Necessary opening-up work may disturb surrounding finishes.
THS will take reasonable care to protect the property and belongings.
Tiling and Grouting
Existing tiles may be fragile or become loose during necessary removal.
An exact match to existing tiles or grout cannot be guaranteed.
Unsuitable surfaces discovered behind or beneath tiles may require additional work.
Cleaning or renewing grout may not remove all existing staining.
Replacing a larger area to achieve a consistent finish requires a separate quotation.
Decorating
Unless stated otherwise, quotations allow for Dulux materials and two coats.
An exact match to existing paint cannot be guaranteed because of ageing, fading and previous finishes.
Spot repairs may remain visible; painting the whole wall or room is included only where quoted.
Different paint brands, specialist finishes or additional preparation may require an agreed revised price.
Factory-finished items are excluded from decoration unless specified.
Flooring, Blinds and Curtains
An exact match to existing colours, styles, patterns or finishes cannot be guaranteed.
Made-to-measure items require confirmed measurements before ordering.
Subfloor repairs, furniture moving, door trimming and associated decoration are included only where stated.
Replacing additional items to achieve a consistent appearance requires separate approval.
Plumbing, Heating and Boiler Work
Water, heating, gas or electrical supplies may need to be isolated during work.
Replacing a component does not include unrelated system repairs or upgrades.
Flushing or testing older systems may expose existing weaknesses or leaks.
Additional repairs, pipework upgrades and making good are included only where stated.
Manufacturer warranties may require registration and annual servicing.
Annual servicing is separately chargeable unless included.
Shower Screens and Existing Fittings
Existing screens, fittings and surrounding finishes may be fragile during removal. If any item breaks, cracks, becomes damaged or requires further removal or reinstatement, the additional work and associated costs will require a separate quotation.
Reusing an existing item depends on its condition and suitability.
Necessary replacement or additional reinstatement outside the agreed scope requires approval.
Fire Doors and Compliance
THS does not certify fire doors or provide independent fire-door certification unless expressly stated in the quotation.
Any repairs or adjustments are limited to the work specifically described and do not confirm that the door complies with all applicable fire-safety requirements.
Any report provided will cover only the agreed inspection or work and any stated access limitations.
Additional remedial work is separately quoted unless included.
THS will provide any notifications legally required for the work undertaken, where applicable. THS does not provide certification unless expressly stated in the quotation.
Damp and Mould
Surface mould treatment or decoration is not a full damp survey unless specified.
Mould or staining may return where the underlying cause remains unresolved.
Further investigation or treatment of an underlying defect requires a separate quotation.
Scaffolding and Specialist Access
Scaffolding and specialist access are included only where stated.
Hire periods and any extension charges must be agreed beforehand.
Additional hire caused by customer-requested delays or changes may be chargeable.
Delays
Weather, supplier delays, access problems and concealed defects may affect completion.
THS will notify the customer of significant delays.
Additional costs require agreement and are not automatically chargeable because a delay occurs.
Cleaning and Waste
A builders clean of the work area is included unless stated otherwise.
A whole-property deep clean is excluded unless quoted.
Removal of waste generated by our work is included unless specified otherwise.
Existing rubbish, furniture and unrelated waste are separately chargeable.
Cancellations
Please notify THS as soon as possible if cancelling or rearranging.
Outside statutory cancellation rights, charges will reflect reasonable losses caused by cancellation, after allowing for savings and recoveries.
Once work has commenced or been completed, payment is due for the work carried out and no refund will be available for that work, except where required by law.
Consumers retain applicable cooling-off rights, generally 14 days for qualifying distance or off-premises contracts, subject to applicable statutory exceptions.
Where applicable, starting work during that period requires a separate express request. Lawfully chargeable work completed before cancellation remains payable.
Applicable cancellation information will be supplied with the booking or quotation.
Agents, Landlords and Tenants
The customer responsible for payment must be identified before work is instructed.
Agents must have authority to approve work for the named customer.
A tenant providing access does not automatically become responsible for payment.
Additional work requires approval from the customer or an authorised representative.
Complaints and Legal Rights
Report concerns promptly to info@thsltd.co.uk, quoting the job number and property address.
Where reasonable, allow THS to inspect and put right any defect.
These terms do not exclude responsibility for negligent damage or defective workmanship.
Guarantees and exclusions do not remove statutory consumer rights.