Terms & Conditions
1.1 We operate a staged payment structure. When placing your order you agree to conform to the payment structure and delay in making these stage payments may cause the installation to be deferred or suspended.
1.2 A payment of 55% of order value will be payable on acceptance of design proposal, technical survey and subsequent agreement to proceed with the installation.
1.3 A payment of 35% of the remaining order value is payable on day 1 of the commencement of the installation.
1.4 A final payment of 10% of the remaining order value is due on project completion.
1.5 All products and materials will remain the property of the company until the balance is paid in full.
1.6 Should you instigate a delay in the installation during the process, the payment structure withstands.
2.1 Financing options are available, should you be eligible for this separate terms will be issued based on the payment term and schedule agreed.
2.2 Assisted Living is an Introducer Appointed Representative of Kanda. Kanda is a trading style of Kanda Products & Services Ltd, Forward House, 17 High Street, Henley-in-Arden, B95 5AA, registered in England (11330964), authorised and regulated by the Financial Conduct Authority (firm reference number 920795). Kanda is acting as a credit broker offering finance products from a panel of lenders Credit is subject to status.
- Bathing Product Ownership
3.1 We retain ownership of the goods until all monies have been paid.
- Goods Buyback
4.1 We will not buy back any goods which we have sold to you.
- Reasonable skill and care
5.1 We will always attempt to install the bathing products with reasonable care and skill and we will always attempt to install the bathing products at a time arranged with you. When we make arrangements for installation we are as careful as possible to inform you of accurate dates but we are not in a position to guarantee these dates. Failure by us to install at a pre-arranged date will not give you the right to cancel the order or to claim damages from us.
- Guarantee of a Bathing Product
6.1 All shower trays, enclosures, doors and walk-in-baths are supplied with a manufacturer’s product guarantee (terms and conditions apply). All ancillary equipment (for example shower chairs, light and heating fittings) and installation work is guaranteed for a minimum of 12 months. To make a claim under this guarantee please call 01274 215752 quoting your name and address details. This guarantee of ancillary equipment and installation covers the cost of replacement parts and labour for any fault caused by manufacture or installation. Certain ancillary equipment (examples of which are listed above) may be subject to a longer manufacturer’s guarantee – if this is the case, detail of this will be given on installation of the product and details of how to make a claim under that specific manufacturer guarantee will also be given. Guarantees are our own discretion. The guarantee does not include damage or defects caused by abuse or misuse or error on your part, or your failure to properly follow instructions we have supplied to you at the completion of installation.
6.2 In order to qualify for a 12 month workmanship guarantee, you must ensure that your payments are made in accordance with the payment structure and that your account is settled as per your invoice. For the avoidance of doubt, this does not include any small remedial works that may be outstanding or separately ordered during the course of installation.
- Order Confirmation
7.1 The order is subject to a further, more detailed technical survey. In the rare instance that the technical survey finds unforeseen complications or differences in specification we will then discuss the implications of these with you before agreeing to progress the order. If you are not satisfied with any change we are proposing to your order at this stage you are able to cancel your order with a full refund.
- VAT, Deposit and Payments
8.1 Our quotation does not include VAT. If you are entitled to VAT relief, we will ask you to fill in a VAT exemption form with your order form. If you are not entitled to VAT relief, or you do not fill in a VAT exemption form, we will add VAT to the quotation at the rate that applies at the time. If the rate of VAT changes between the date of our quotation and the date you are due to make any payment, we will adjust the rate of VAT that you pay to match the rate in force at the time.
Should you have cause to complain and find that you are unable to reach an agreement with Assisted Living then you may choose to pursue dispute resolution with an independent arbiter (Trading Standards). You may contact either of them to escalate your dispute. Full details are available on request.
- Right To Subcontract
The company shall be entitled to sub-contract all or any part of the work. In practice we have established, long standing, relationships with all our sub-contractors who are chosen very carefully.
Assisted living accept no liability for any Asbestos Containing Materials within the property. The client will inform Assisted Living if there is Asbestos within the property. The client will provide evidence that proper testing and/or monitoring has been undertaken to ensure that their in no potential health hazards that are to occur. Assisted Living shall not undertake the removal, repair and/or sealing of sprayed and/or Applied Asbestos Insulation under this Contract. In the event that the requirements of the Contract specified elsewhere are in conflict with this condition, or should, during the course of the contract, the need for such work arise, notify the respective customer and also of any extra charges that may apply for a licensed contractor involvement.
- Existing Structures and or Installations
Assisted Living accept no liability for existing structures or presence of unforseens.
13.1 As with all home improvement projects, there are usually a number of factors that will affect the price you pay. With bathroom installations this is particularly true, as there are so many different types and sizes of bathrooms, all with different elements that directly affect the overall cost.
13.2 The majority of your new bathroom installation costs will be affected by, but not limited to: any electrical work that needs doing, plumbing work (and access to plumbing), the choice of bathroom suite (bath/shower, sink and toilet), size, location and age and condition of the property. In addition to the main bathroom suite itself (bath/shower, sink and toilet), there are a number of other costs to consider for your new bathroom installation. They include, but limited to: waste removal, extractor fans, ceiling lights, tiling, pipework adjustments, flooring, finishing and underfloor heating.
13.3 Quotation of goods and labour provided by the company are valid for 3 months.
13.4 Prices and timescales are not binding on the company although we make every effort to achieve what we outline.
13.5 Any additional works required that are not included within your estimate are chargeable to you. Whilst every effort is taken to detail all expected works and materials prior to installation, there are sometime unavoidable circumstances that arise. Additional works or materials may therefore be necessary to continue the installation safety and to conform to regulations. REMEMBER; regulations are there to protect you and your family.
13.5 Following the technical survey, and subsequent confirmation phone call, a copy of your order will be sent to you. It is your responsibility to check this document carefully and relay any queries to us in advance of the installation.
13.6 All products will be ordered as per the order specifications. Therefore, if changes or additions are required after the order is placed, materials may not arrive within the timescale of the original order.
14.1 Due to different tile/wall boarding and flooring cuts, patterns, styles and sizes, quantities of all are estimated only. In the event additional tiles/wall boarding or flooring are required these products will be chargeable.
14.2 Any ‘Special Order’ products will be pointed out to you during the quoting process. These products are made individual to your specification and as such we are unable to accept any changes, cancellations or returns if the manufacturing of the order has been processed. This does not affect your statutory rights.
14.3 If an item is ordered and you later decide it is not required, an invoice will be raised to cover the manufacturers re-stocking fee (25%) and any collection or delivery charges
14.4 Product cleaning guidelines must be followed to ensure longevity of use. Aggressive cleaners may cause long term damage and void any manufacturer warranties.
15.1 Any product delivered to your home and noted as damaged will be reported to us by the fitters and will be dealt with under the manufacturer’s warranty. A replacement will then be sourced as swiftly as possible.
15.2 We shall have no liability to you in respect of any delay or failure to carry out the installation due to circumstances beyond our reasonable control, including (without limitation) delay or failure caused by adverse weather, strikes or transport problems.
15.3 The fitters will dispose of anything left in the bathroom, so please ensure before we arrive that you remove any fixtures or fittings you wish to keep or reuse.
15.4 The fitters will take reasonable care during the removal of your old bathroom, however there is a chance while removing old tiles and loosening old plaster that the vibrations may cause cracking to other walls close by. If this does happen, repairs will be made to the area ready for you to arrange suitable re-decoration. During this process, and throughout the installation the utmost care will be taken to ensure that the risk of damage is minimal.
15.5 The fitters will need to easily access your water tanks and get above the bathroom itself to install any extractor fan or lighting. It is your responsibility to ensure such access is clear and safe for them to enter. In the event you are unable to achieve this the fitters will do so on your behalf.
15.6 Measurements are taken from your original space and we cannot be liable for any changes in size caused by the removal or extensions which cause additional space e.g. lowering of floors, extending ceilings, bricking up a window etc. Should additional work be required due to these changes an amendment to the original quotation will be required. You are required to inform us of these changes at least 7 days before install commences.
15.7 The fitters will take reasonable care when we lift floorboards, however there is a possibility that the plaster on the ceiling below may crack and, in some cases, leave fixings visible, like nails and screws. If this does happen, repairs will be made to the area ready for you to arrange suitable re-decoration. Again, during this process, and throughout the installation the utmost care will be taken to ensure that the risk of damage is minimal.
15.8 During installation, carpets in high traffic areas for bathroom access may be protected with a sticky plastic covering or dust sheets, unfortunately there is no such protection for walls. The fitters will always take the utmost care when in your home, however, when handling large heavy items upstairs and through hallways minor damage, such as chips or scuffs, may occur. If this does happen, repairs to the area will be made ready for you to arrange suitable re-decoration.
15.9 As standard the fitters will conceal all pipe-work and shower-valves in the walls which creates a clean and professional finish to your bathroom. As this detail increases the risk of damage to nearby walls, should you wish to avoid this possibility altogether please let the fitters know prior to work starting. The fitters will then either leave pipe-work visible, fit pipe-boxing and/or use surface mounted shower-valves.
15.10 When installing a shower booster pump, pump manufacturers require a minimum of 50 gallons stored water to prevent the pump running dry. In the event you have insufficient capacity in your water tank a pump may be installed, at an additional cost if not detailed in quotation. You may need a second tank fitting at a later date which will be at an additional cost.
15.11 While the fitters are working within your home, they will need to close water supplies to the bathroom. If your isolation valves, such as stopcocks, are poorly maintained and have ceased to open or close, they will need to be replaced for work to continue. These will be priced separately as an extra charge, not included in your original quotation.
15.12 All electricians that we sub-contact are fully qualified and NIC registered, and in order for them to sign-off works carried out on your property they have to conform to wiring regulations (17th edition). If you require any additional works these will be priced separately and if undertaken, e.g. insufficient earthing or no RCD protection on the board. REMEMBER; regulations are there to protect you and your family.
15.13 You are advised that extensive works and/or modernising of your bathroom could lead to problems with your heating system particularly if it is old and/or poorly maintained. Any modifications or upgrades to your heating system required to eradicate any problems, are not included in your original quotation.
15.14 The fitters always use the best tile adhesive and although flexible sometimes cracks due to natural movement. They allow for this by ‘plying’ the floor and using flexible adhesive as standard. In such circumstances we cannot guarantee that cracks will not occur.
15.15 If carpets are lifted then re-laid, they can sometimes have a baggy look about them, although this should settle down after a week or so. In the event they do not resettle, we advise you to employ the services of a professional carpet fitter who will stretch them in to place correctly.
15.16 All due care and consideration will be made to ensure safe keeping of pets, but you are responsible for ensuring that measures are in place to safeguard them from injury or escape. We cannot be held responsible if an accident or escape occurs.
16.1 Any waste created from the agreed installation will be stored at the property until project completion. This will not be removed from site until the install has been completed. The waste will then be removed by Assisted Living’s nominated waste provider. Should you, the customer request alternative arrangements to be made for the waste storage while works are ongoing, this will incur further charges.
- Contact by telephone
17.1 We aim to answer the telephone as quickly as possible during normal working hours. Please note that it depends on the volume of calls that we receive during a working day as to how quickly we can respond to you. Lunchtimes do tend to be extremely busy so please be mindful of this.
- Contact in writing
18.1 We aim to respond to standard written enquiries within five working days of receipt and will always resolve the issues raised if at all possible. If the issue is more complicated and likely to take longer to resolve, we will endeavour to give you an accurate indication of how long it will take.
- Contact by email
19.1 We aim to respond to emails sent to our general email account within five working days of receipt and will always resolve the issues raised if at all possible. If the issue is more complicated and likely to take longer to resolve, we will endeavour to give you an accurate indication of how long it will take.
- Customer care
20.1 If you feel that we have not met the standards set out in this policy please let us know. You can speak to our customer service team by email on: email@example.com or by phone on 01274 215752 to give us your feedback. This will be logged and passed to the relevant manager for action. Alternatively, if you prefer, you can write to us at the following address: Unit 1, Airedale House, Dowley Gap Lane, BD16 1WA
- Notice of Right to Cancel your Order
21.1 Under the above regulations you have the right to cancel this contract during a period of 14 calendar days from the day this notice is sent or given to you. During that period if you choose to cancel the contract any money paid by you will be refunded.
21.2 However if you have already given written approval for the work to begin before the end of the cancellation period you may be required to pay for goods or services already provided. Please be advised that we may begin preparation of the bathing product(s) for you as soon as the order is placed (unless specifically requested not to do so by yourselves) in order to obtain you the quickest installation time possible – please see term and condition one of our order form entitled Deposit.
21.3 If you wish to cancel the contract you MUST DO SO IN WRITING and deliver personally or send (which may be by electronic mail or post) this to the person named below.
21.4 The notice of cancellation is deemed to be served as soon as it is posted or in the case of an electronic communication from the day it is sent.