ASSISTED LIVING
Terms & Conditions
Assisted Living is a part of Construction North Group Ltd. Below you can read our terms & conditions.
1. Payment
1.1 Assisted Living operates a staged payment structure. By accepting your quotation and placing an order, you agree to make payments in accordance with the payment schedule detailed within your quotation or Order Confirmation.
1.2 The payment structure applicable to each project will be determined prior to acceptance of the quotation and may vary depending on the project value, scope of works, bespoke products, lead times or other reasonable project-specific requirements. The agreed payment schedule will be confirmed within your quotation or Order Confirmation and shall form part of the contract.
1.3 Failure to make payments by the agreed due dates may result in materials not being ordered, installation dates being postponed, works being suspended, or the completion of the installation being delayed until payment has been received.
1.4 The final payment shall become due upon Practical Completion of the installation. Practical Completion means the stage at which the installation is fully operational and fit for its intended use, notwithstanding any minor cosmetic adjustments or agreed snagging items that do not materially affect the normal use of the bathroom.
1.5 All products, materials and goods supplied by Assisted Living shall remain the property of Assisted Living until all sums due under the contract have been paid in full.
1.6 Where a customer requests a delay or suspension to the commencement or continuation of the installation after an order has been placed, Assisted Living reserves the right to maintain the agreed payment schedule or agree an alternative payment arrangement in writing. Any additional costs reasonably incurred as a result of the delay, including storage, supplier charges or re-scheduling costs, may be chargeable.
1.7 No products will be ordered, and no installation date will be confirmed until any required deposit has been received in cleared funds.
2. Quotations & Pricing
2.1 All quotations provided by Assisted Living are supplied free of charge and remain valid for 90 days from the date of issue unless otherwise stated in writing.
2.2 Quotations are prepared using the information available at the time of the initial survey and are based on the agreed scope of works and specification. Where previously hidden defects, unforeseen site conditions or changes to the agreed specification are identified prior to or during installation, Assisted Living reserves the right to amend the quotation accordingly. Any additional works or associated costs will be discussed with the customer and agreed before proceeding.
2.3 Following acceptance of a quotation, any amendments requested by the customer, including changes to products, layouts, finishes or specifications, may result in revised costs, amended lead times or changes to the installation programme. Any such changes will be confirmed in writing before they are implemented.
2.4 If a quotation has expired before being accepted, Assisted Living reserves the right to review and revise the quoted price to reflect changes in material costs, supplier pricing, labour costs or other project-specific factors.
2.5 Estimated installation dates and project timescales are provided in good faith but are not guaranteed. Installation dates may be affected by circumstances beyond Assisted Living’s reasonable control, including supplier delays, manufacturing lead times, unforeseen site conditions, customer-requested changes or other factors outside our control. We will always endeavour to keep you informed of any changes to the agreed programme.
2.6 Where additional works become necessary during the installation due to unforeseen circumstances, hidden defects, existing plumbing or electrical issues, structural defects, Building Regulations or any other condition that could not reasonably have been identified during the initial survey, Assisted Living will explain the findings, provide details of any additional costs where applicable, and obtain the customer’s agreement before proceeding. Where the additional works are required to ensure the safety, compliance or integrity of the installation, Assisted Living reserves the right to suspend the installation until the matter has been resolved.
2.7 Following completion of the technical survey and acceptance of the quotation, the customer will receive an Order Confirmation detailing the agreed specification, products and scope of works. It is the customer’s responsibility to carefully review this document and notify Assisted Living of any errors, omissions or amendments before products are ordered or installation commences.
2.8 All products will be ordered in accordance with the approved Order Confirmation. Once orders have been placed with suppliers or manufacturers, any subsequent changes requested by the customer may be subject to additional costs, supplier restocking charges or revised lead times.
2.9 Unless specifically stated within the quotation, prices do not include works or services outside the agreed specification, including but not limited to structural alterations, remedial building works, decoration, flooring outside the agreed bathroom area or any additional works not expressly detailed within the quotation.
3. Cancellation Rights
3.1 Where the contract is entered into at the customer’s home, by telephone or online, the customer may have the right to cancel the contract in accordance with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
3.2 Unless an exception applies, the customer has the right to cancel the contract within 14 calendar days of accepting the quotation without giving any reason.
3.3 To exercise the right to cancel, the customer must notify Assisted Living of their decision in writing by email or post before the cancellation period expires.
3.4 Where the customer requests that Assisted Living commences work, carries out technical surveys, prepares bespoke designs, orders products or materials, or begins the installation before the expiry of the statutory cancellation period, the customer acknowledges that they may become liable for any reasonable costs incurred up to the date of cancellation, as permitted by law.
3.5 The right to cancel may no longer apply where products have been manufactured, customised or specially ordered to the customer’s individual specification, or where the installation has been fully completed with the customer’s agreement.
3.6 Following the expiry of the statutory cancellation period, any cancellation request will be considered in accordance with these Terms and Conditions. Where products have already been ordered, bespoke goods manufactured, or costs incurred on behalf of the customer, Assisted Living reserves the right to recover any reasonable costs, supplier charges or losses arising directly from the cancellation.
4. Installation & Access
4.1 Assisted Living will make every reasonable effort to commence and complete the installation on the agreed dates. All installation dates are estimates and may be affected by circumstances beyond our reasonable control.
4.2 The customer is responsible for ensuring that Assisted Living has safe, unrestricted and uninterrupted access to the property and installation area throughout the duration of the works. Where access cannot be gained, or is delayed due to circumstances within the customer’s control, Assisted Living reserves the right to reschedule the installation and recover any reasonable costs incurred, including labour, travel and re-scheduling costs.
4.3 The customer shall ensure that adequate supplies of electricity, water and other essential services are available throughout the installation unless otherwise agreed.
4.4 The customer shall remove personal belongings, valuables and any items not included within the agreed scope of works from the installation area before work commences. Whilst reasonable care will always be taken, Assisted Living cannot accept responsibility for damage to items left within the working area.
4.5 Assisted Living will take reasonable precautions to protect surrounding areas of the property during the installation. However, bathroom renovations are building works and customers should expect a reasonable amount of dust, noise and disruption throughout the installation.
4.6 Every effort will be made to minimise disruption and maintain a safe working environment. Where practical, access to water, drainage and electrical supplies will be restored at the end of each working day, although this cannot always be guaranteed depending on the stage of the installation.
4.7 Existing plumbing, electrical installations, drainage systems, walls, floors and ceilings may contain defects or conditions that are not visible during the initial survey. Where such conditions are discovered during the installation, Assisted Living reserves the right to suspend the affected works until an appropriate solution has been agreed with the customer.
4.8 Where existing plumbing, electrical installations or structural elements do not comply with current regulations or are considered unsafe, Assisted Living will not reconnect, alter or conceal such installations until the necessary remedial works have been completed.
4.9 Unless specifically included within the quotation, Assisted Living is not responsible for redecorating adjoining rooms, repairing existing decorative finishes outside the agreed working area or rectifying pre-existing defects unrelated to the installation.
4.10 Upon completion of the installation, the customer will be invited to inspect the works. Any minor snagging items identified will be recorded and rectified within a reasonable timescale. Minor snagging items shall not prevent Practical Completion or delay the final payment becoming due.
4.11 The customer is responsible for ensuring that pets are kept safely away from the working area throughout the installation.
4.12 Where possible, the customer should provide suitable parking close to the property. Any parking charges, permits or restrictions not previously disclosed may be chargeable where they result in additional costs.
4.13 Where the installation requires the only toilet within the property to be temporarily disconnected, Assisted Living will make every reasonable effort to minimise the period during which toilet facilities are unavailable. The customer acknowledges that temporary disruption to bathroom facilities is an unavoidable part of certain installations. Assisted Living can supply, at a cost to the customer, a commode for the duration of the works but for hygiene reasons this must be emptied and disposed of by the customer.
4.14 Where the customer chooses to leave the property unattended during the installation, they do so at their own discretion. Assisted Living will take reasonable care to secure the property at the end of each working day; however, the customer remains responsible for ensuring that appropriate arrangements have been made for access, security, pets and the safekeeping of personal belongings. Assisted Living cannot accept responsibility for losses arising from circumstances beyond its reasonable control.
4.15 Where the customer provides keys, alarm codes or other means of access to the property, Assisted Living will take reasonable care to keep such information secure and use it solely for the purposes of carrying out the agreed works. Keys will be returned to the customer upon completion of the installation or earlier if requested.
5. Variations & Unforeseen Works
5.1 Assisted Living carries out a thorough pre-installation survey to identify any factors that may affect the proposed works. However, certain conditions cannot reasonably be identified until existing fixtures, fittings, flooring, wall coverings or building materials have been removed during the installation.
5.2 Where previously hidden defects, unforeseen site conditions or non-compliant installations are discovered during the works, Assisted Living reserves the right to suspend the affected area of the installation until an appropriate solution has been agreed with the customer.
5.3 Hidden defects may include, but are not limited to, damaged or rotten floor structures, defective plumbing, inadequate drainage, unsafe electrical installations, water damage, structural defects or any other condition that could not reasonably have been identified during the initial survey.
5.4 Asbestos Whilst Assisted Living will make every reasonable effort to identify any obvious risks during the initial survey, we are not qualified asbestos surveyors and cannot determine the presence of asbestos-containing materials without appropriate testing. Where materials suspected of containing asbestos are discovered before or during the installation, Assisted Living reserves the right to immediately suspend the affected works until the material has been appropriately tested, removed or declared safe by a suitably qualified person.
Where the customer is aware, or reasonably believes, that asbestos-containing materials may be present within the property, they must inform Assisted Living before work commences.
Any delays, additional costs or programme changes arising from the presence or suspected presence of asbestos shall be discussed with the customer and may result in additional charges.
5.5 Where additional works are required to safely complete the installation, Assisted Living will explain the findings, provide details of any additional costs or programme implications and obtain the customer’s agreement before proceeding, unless immediate action is required to prevent damage to the property or to make the installation safe.
5.6 If the customer chooses not to proceed with any additional works that Assisted Living reasonably considers necessary to safely or compliantly complete the installation, Assisted Living reserves the right to suspend or terminate the installation. In such circumstances, the customer shall remain responsible for payment for all works completed, products supplied and any reasonable costs incurred up to that point.
5.7 Where additional works are instructed by the customer after acceptance of the quotation, these shall constitute a Variation to the Contract. Any variation affecting the scope of works, products, specification, installation programme or contract value will be confirmed in writing before the additional works are undertaken.
5.8 Variations may result in revised installation dates, additional costs, changes to product lead times or amendments to the agreed installation programme. Assisted Living will make every reasonable effort to minimise any disruption resulting from such changes.
5.9 Where unforeseen conditions prevent the installation from being completed in accordance with the agreed design or specification, Assisted Living reserves the right to recommend an alternative technical solution. Any revised specification, additional costs or programme changes will be discussed with the customer and confirmed in writing before proceeding.
6. Products & Materials
6.1 Assisted Living will make every reasonable effort to supply the products specified within the agreed quotation and Order Confirmation. However, product availability remains subject to manufacturer and supplier stock levels.
6.2 Where a product becomes unavailable, discontinued or subject to significant delays beyond Assisted Living’s reasonable control, we reserve the right to recommend an alternative product of similar quality, functionality and appearance. Any proposed substitution will be discussed with the customer and approved before installation.
6.3 Many products supplied by Assisted Living are manufactured to order or specially sourced. Once products have been ordered, manufactured or dispatched by the supplier, they may be non-returnable and any customer-requested changes may be subject to additional costs, supplier restocking charges or revised lead times.
6.4 Product images, brochures, samples, 3D designs and marketing materials are intended for illustrative purposes only. Whilst every effort is made to accurately represent colours, finishes and product appearance, minor variations may occur due to manufacturing processes, natural materials, lighting conditions or screen displays.
6.5 The customer is responsible for approving the final product specification before products are ordered. Once approved, Assisted Living shall not be responsible for customer preference changes unless otherwise agreed in writing.
6.6 Upon completion of the installation, the customer will receive all relevant manufacturer warranties, operating instructions and maintenance guidance where applicable. The customer is responsible for following the manufacturer’s care and maintenance recommendations to ensure continued product performance and warranty validity.
6.7 Assisted Living cannot accept responsibility for manufacturer defects, product recalls or warranty claims that fall within the responsibility of the product manufacturer. Where appropriate, we will provide reasonable assistance in facilitating warranty claims with the relevant manufacturer.
6.8 Where customers choose to supply their own products, Assisted Living accepts no responsibility for product suitability, compatibility, manufacturing defects, delivery delays or warranty claims relating to those products. Any additional labour or delays resulting from customer-supplied products may be chargeable.
6.9 Cleaning & Maintenance – Bathroom products require ongoing care and maintenance in accordance with the manufacturer’s recommendations. Failure to correctly maintain products, sealants, grout, flooring or other installed materials may affect their appearance, performance and any applicable warranties. Assisted Living cannot accept responsibility for deterioration resulting from inadequate maintenance, inappropriate cleaning products or normal wear and tear.
7. Guarantees & Warranties
7.1 Assisted Living is committed to delivering high-quality workmanship and installing products in accordance with the manufacturer’s installation requirements, applicable Building Regulations and recognised industry standards.
7.2 Manufacturer warranties are provided in accordance with the individual manufacturer’s terms and conditions. Warranty periods, exclusions and claim procedures vary between manufacturers and products. Details of any applicable manufacturer warranties will be provided upon completion of the installation or within the customer’s handover documentation.
7.3 Assisted Living provides a 12-month workmanship warranty covering defects arising directly from our installation. The workmanship warranty shall commence on the date of Practical Completion, irrespective of the date on which the final payment is received. This workmanship warranty is provided in addition to, and does not affect, the customer’s statutory rights.
7.4 The workmanship warranty does not apply to defects or damage arising from:
- Misuse, neglect or accidental damage.
- Failure to follow the manufacturer’s cleaning, care or maintenance instructions.
- Fair wear and tear.
- Alterations, repairs or modifications carried out by anyone other than Assisted Living.
- Structural movement or settlement of the property.
- Existing defects within the property or services not installed by Assisted Living.
- Damage caused by third parties or events beyond Assisted Living’s reasonable control.
7.5 Should a defect become apparent during the applicable warranty period, the customer must notify Assisted Living as soon as reasonably practicable, providing sufficient information to allow the issue to be investigated.
7.6 Assisted Living reserves the right to inspect any reported defect before determining the appropriate remedial action. No remedial works should be undertaken by a third party without the prior written agreement of Assisted Living, as this may invalidate the workmanship warranty.
7.7 Where a warranty claim relates to a manufacturer’s product, Assisted Living will use reasonable endeavours assist the customer in facilitating the claim with the relevant manufacturer where appropriate. The terms of any manufacturer warranty remain the responsibility of the manufacturer.
7.8 Assisted Living reserves the right to suspend or refuse warranty works where any sums due under the contract remain outstanding. Once all outstanding amounts have been paid, the customer may request warranty assistance, provided the claim falls within the original workmanship warranty period commencing from the date of Practical Completion.
7.9 Nothing within these Terms and Conditions limits or excludes the customer’s statutory rights under applicable consumer protection legislation.
8. VAT Relief
8.1 Certain products and installation works may qualify for VAT Relief where the customer meets the eligibility criteria set out by HM Revenue & Customs (HMRC).
8.2 It is the customer’s responsibility to ensure that any declaration made in support of a claim for VAT Relief is true, accurate and complete. Assisted Living may request that the customer completes and signs a VAT Relief declaration before any qualifying works commence.
8.3 Assisted Living is entitled to rely upon the information and declarations provided by the customer when applying VAT Relief. Where VAT Relief is applied based upon incorrect or misleading information supplied by the customer, Assisted Living reserves the right to recover any VAT, penalties, interest or associated costs for which it subsequently becomes liable.
8.4 If HMRC determines that a project or product does not qualify for VAT Relief, or if the customer is found to be ineligible, the customer shall remain responsible for paying any VAT that becomes due together with any associated costs reasonably incurred by Assisted Living.
8.5 Assisted Living cannot provide tax or legal advice regarding eligibility for VAT Relief. Customers who are unsure whether they qualify should seek independent advice or refer to the latest HMRC guidance before making a declaration.
8.6 Where a project includes both qualifying and non-qualifying works, VAT Relief will only be applied to those elements that satisfy the relevant HMRC criteria.
8.7 Nothing within these Terms and Conditions guarantees eligibility for VAT Relief. The application of VAT Relief is always subject to the customer’s individual circumstances and the prevailing HMRC legislation at the time of installation.
8.8 Where a completed VAT Relief declaration has not been received before the commencement of works, Assisted Living reserves the right to charge VAT at the prevailing rate. Where a valid declaration is subsequently received before invoicing is finalised and the project qualifies, the invoice may be amended accordingly.
8.9 Where Assisted Living is contracted by, or carrying out works on behalf of, a company, local authority, housing association, charity or other organisation, the VAT treatment of the works will be determined in accordance with the applicable HMRC legislation and the contractual arrangements for the project. Any VAT Relief available will be applied only where the relevant qualifying conditions have been satisfied.
9. Complaints & Customer Service
9.1 Assisted Living is committed to providing a high standard of workmanship and customer service. If you are dissatisfied with any aspect of the products or services we have provided, we encourage you to notify us as soon as reasonably practicable so that we have the opportunity to investigate and resolve the matter.
9.2 Complaints should be submitted in writing by email or post wherever possible, providing sufficient detail to allow us to fully investigate the matter. Where appropriate, photographs or other supporting information should also be provided.
9.3 Upon receipt of a complaint, Assisted Living will acknowledge the complaint and investigate the issues raised. We will use reasonable endeavours to provide a substantive response within a reasonable timescale, although more complex matters may require additional time to investigate.
9.4 Where a complaint relates to the installation or workmanship, Assisted Living must be given a reasonable opportunity to inspect the works and investigate the concerns before any remedial works are undertaken by a third party.
9.5 Assisted Living will not be responsible for the cost of any inspections, reports, remedial works or alterations instructed by the customer without our prior written agreement. Any such actions may affect our ability to investigate the complaint and may invalidate any applicable workmanship warranty.
9.6 Where the customer chooses to obtain an opinion from a third party without the prior written agreement of Assisted Living, such opinions shall not be binding upon Assisted Living. We reserve the right to carry out our own inspection and determine the appropriate course of action in accordance with these Terms and Conditions.
9.7 If remedial works are agreed, Assisted Living will arrange for these to be carried out within a reasonable timescale, taking into account the nature of the issue, availability of materials and operational requirements.
9.8 Where a complaint relates to a manufacturer defect, Assisted Living will use reasonable endeavours to assist the customer in progressing the matter with the relevant manufacturer in accordance with the applicable product warranty.
9.9 Where Assisted Living accepts that remedial works are required, we reserve the right to undertake those works using our own employees or appointed subcontractors.
9.10 Nothing within this section affects the customer’s statutory rights under applicable consumer protection legislation.
10. Liability
10.1 Assisted Living will exercise all reasonable skill and care in carrying out the agreed works. Nothing within these Terms and Conditions excludes or limits our liability where such exclusion or limitation would be unlawful.
10.2 Assisted Living shall not be liable for delays, additional costs or failure to perform its obligations where such circumstances arise from events beyond our reasonable control, including but not limited to adverse weather, supplier delays, shortages of materials, transport disruption, industrial action, utility failures, acts of God, fire, flood, pandemic, government restrictions or any other unforeseen event.
10.3 Assisted Living shall not be responsible for any existing defects, hidden conditions or pre-existing faults within the property that were not reasonably identifiable during the initial survey.
10.4 Where the customer chooses not to follow Assisted Living’s recommendations regarding additional works, repairs or safety-related issues, Assisted Living accepts no responsibility for any loss, damage or failure arising directly from that decision.
10.5 Assisted Living shall not be responsible for any delay, additional costs or losses resulting from the customer’s failure to provide access, information, approvals or decisions required to progress the installation.
10.6 Except where required by law, Assisted Living shall not be liable for any indirect or consequential losses, including loss of income, loss of business, inconvenience or any costs that were not reasonably foreseeable at the time the contract was entered into.
10.7 Where damage is caused by third parties, customer negligence, misuse of the installation or failure to maintain the products in accordance with the manufacturer’s recommendations, Assisted Living shall not be liable for any resulting damage or associated costs.
10.8 Nothing within these Terms and Conditions shall affect the customer’s statutory rights under applicable consumer protection legislation.
11. Privacy & Personal Information
11.1 Assisted Living is committed to protecting your privacy and processing your personal information responsibly and in accordance with applicable data protection legislation, including the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.
11.2 Personal information collected during the quotation, installation and aftercare process will be used solely for the purposes of administering your contract, providing our products and services, arranging deliveries, processing payments, managing warranties and fulfilling our legal obligations.
11.3 Assisted Living may share relevant information with manufacturers, suppliers, subcontractors, warranty providers or other third parties where necessary to fulfil the contract or provide aftercare services.
11.4 Full details of how Assisted Living collects, stores, uses and protects personal information are set out within our Privacy Policy, which forms part of our overall customer information and is available on our website.
11.5 Photography – Assisted Living may take photographs of the installation before, during and after the works for quality assurance, record keeping, warranty purposes and training. Photographs will not be used for marketing or promotional purposes where they identify the customer or their property without the customer’s prior consent.
11.6 Nothing within these Terms and Conditions affects the customer’s rights under applicable data protection legislation.
12. General
12.1 Entire Agreement
These Terms and Conditions, together with the accepted quotation, Order Confirmation and any documents expressly referred to within them, constitute the entire agreement between Assisted Living and the customer and supersede any previous discussions, representations or agreements relating to the installation.
12.2 Amendments
No amendment to the contract shall be valid unless agreed in writing by both Assisted Living and the customer.
12.3 Severability
If any provision of these Terms and Conditions is found by a court or other competent authority to be invalid, unlawful or unenforceable, the remaining provisions shall continue in full force and effect.
12.4 Waiver
If Assisted Living chooses not to enforce any provision of these Terms and Conditions on one occasion, this shall not prevent us from enforcing the same or any other provision in the future.
12.5 Governing Law
These Terms and Conditions shall be governed by and interpreted in accordance with the laws of England and Wales.
12.6 Jurisdiction
Any dispute arising from these Terms and Conditions or the contract between Assisted Living and the customer shall be subject to the exclusive jurisdiction of the courts of England and Wales.
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Get in touch
Our friendly and dedicated team are on hand to book your design appointment or answer any queries you may have about our products or services.
Email Us - hello@assistedliving.ltd
Call Us - 0800 980 6890
Visit Us - Unit 3, Castlefield Industrial Estate, Bingley, West Yorkshire, BD16 2AG
