Bathroom Terms & Conditions

W J STUBLEY SUPPLIES LTD Trading as W J Stubley Kitchens & Bathrooms
TERMS & CONDITIONS – BATHROOM SUPPLY & INSTALLATION

1. About These Terms

These Terms & Conditions apply to bathroom, wet room, WC, shower room, tiling, plumbing and associated renovation works supplied or carried out by W J Stubley Supplies Ltd, trading as W J Stubley Kitchens & Bathrooms (“we”, “us” or “the Company”).

These Terms & Conditions should be read together with your quotation, specification, drawings/designs, product schedule, payment schedule and any subsequent written variations. Together these documents form the contract between us and the customer (“you”).

If there is any inconsistency between these Terms & Conditions and a specific written term contained in your accepted quotation or subsequent written variation, the specifically agreed written term will take priority.

Nothing in these Terms & Conditions excludes, restricts or affects your statutory rights as a consumer.

2. QUOTATIONS, SPECIFICATION & CONTRACT
2.1 Quotations

Unless stated otherwise, quotations are valid for 3 months from their date.

A quotation is based on the information reasonably available to us when it is prepared, including the visible condition of the property and the specification discussed with you.

A quotation cannot reasonably include defects or conditions which are concealed and could not have been identified during a normal non-invasive survey.

Examples include concealed rotten timber, defective joists, damaged pipework, inadequate electrical installations, asbestos-containing materials, concealed leaks, defective drainage, unsuitable substrates and structural defects.

If such matters become apparent after work begins, we will explain the issue and, where additional work is required, provide the cost or charging basis before carrying out additional chargeable work wherever reasonably practicable.

Emergency work required to make the property safe or prevent significant damage may need to be undertaken immediately. Where reasonably possible, we will obtain your approval first.

2.2 Formation of the contract

Your contract with us is formed when you accept our quotation and/or specification and make any deposit requested by us, subject to any applicable statutory cancellation rights.

Acceptance may be confirmed electronically, including by email.

2.3 Scope

Only work specifically included within our written quotation, specification or subsequently agreed written variation is included within the contract price.

Anything not expressly included should not be assumed to form part of the works.

2.4 Estimates and provisional allowances

Where a price is expressly identified as an estimate, provisional sum or allowance, the final price may change according to the actual work, quantity or product required.

We will explain material changes to such allowances where reasonably practicable before the relevant expenditure is incurred.

3. DESIGN, CAD IMAGES & PRODUCT POSITIONS
3.1 CAD images

Computer Aided Design (CAD) drawings and rendered images are intended to illustrate the proposed bathroom and are not construction drawings or photographic representations of the finished installation.

Colours, textures, proportions, lighting, grout lines and product appearance may vary from the computer-generated image.

3.2 Dimensions

Product dimensions shown in brochures, drawings and CAD images may be nominal. Actual manufactured dimensions can vary.

Final positioning may therefore require reasonable adjustment during installation.

3.3 Design approval

We will provide recommendations based upon our experience and the information available to us.

You are responsible for reviewing and approving the proposed layout, product selection, finishes and specification before products are ordered and installation begins.

Where a customer specifically requests a particular position, layout or design against our advice, we may ask for that instruction to be confirmed in writing.

Nothing in this clause removes our obligation to exercise reasonable care and skill in providing design or installation services which form part of our contract.

3.4 Site conditions

Final positions may need minor adjustment because of previously concealed pipework, joists, electrical cables, drainage, wall construction or other site conditions.

We will discuss any material alteration with you before proceeding wherever reasonably practicable.

4. CANCELLATION RIGHTS
4.1 Statutory cancellation rights

Where the contract is entered into at your home, by telephone, by email, online or otherwise in circumstances where statutory cancellation rights apply, you may have a legal right to cancel the contract during the applicable cancellation period.

Where applicable, we will provide the legally required cancellation information.

4.2 Work requested during a cancellation period

If you expressly request that services begin during an applicable statutory cancellation period and subsequently cancel, you may be required to pay a reasonable amount for services properly performed up to cancellation, to the extent permitted by law.

4.3 Bespoke and personalised products

Statutory cancellation rights may not apply to goods which are made to your specification or are clearly personalised.

This can include certain made-to-measure furniture, bespoke glass, specially manufactured worktops, made-to-order panels and other genuinely bespoke products.

This does not affect your statutory rights where goods are faulty, misdescribed or otherwise do not conform to the contract.

5. DEPOSITS & CUSTOMER CANCELLATION
5.1 Deposit

Unless an alternative payment schedule is agreed in writing, we normally require a deposit of 25% of the quoted installation labour and installation materials to reserve the installation period and allow preparations for the project to begin.

5.2 Cancellation after the statutory cancellation period

If you cancel after any applicable statutory cancellation period has expired, we may retain or recover from you our reasonable losses arising from the cancellation.

These may include work already carried out, administration reasonably undertaken for the project, materials ordered, non-returnable or bespoke goods, supplier cancellation/restocking charges and other reasonable losses directly resulting from the cancellation.

We will not retain a sum which would amount to an unfair or disproportionate cancellation charge.

Where the deposit exceeds our reasonable recoverable losses, any balance due to you will be refunded.

Where our reasonable recoverable losses exceed the deposit, we reserve the right to recover the reasonable additional amount from you.

5.3 Installation dates

Installation dates are not finally secured until any required deposit has been received and we have confirmed the booking.

6. PAYMENT

Unless otherwise stated in writing, our standard payment structure is:

• 25% deposit of quoted installation labour and installation materials upon confirmation;
• products specifically supplied or ordered for the project are payable before delivery or installation, as stated on your payment schedule; and
• the remaining installation balance is payable following substantial completion and in accordance with the final invoice.

For larger projects, a separate stage-payment schedule may be issued.

Payment stages form part of the contract.

6.1 Substantial completion and snagging

Minor snagging items which do not prevent the bathroom from being safely and substantially used will not normally justify withholding the whole outstanding balance.

Where a genuine defect or incomplete item remains, we will act reasonably in agreeing how it will be resolved.

Where appropriate, we may agree in writing that a reasonable proportion of the balance is retained pending completion of an identified item.

This does not affect any statutory right you may have to an appropriate remedy where our work does not conform to the contract.

6.2 Late payment

If an undisputed invoice is not paid by its due date, we may suspend further work after giving reasonable notice.

We may charge reasonable interest on overdue sums where permitted by law and where the applicable rate has been communicated as part of the contract.

6.3 Ownership of goods

Where permitted by law, goods supplied by us remain our property until they have been paid for in full.
This does not affect your statutory rights in relation to the goods.

6A. WINTER SALE PROMOTION – 10% DISCOUNT
6A.1 The offer

Our Winter Sale provides a 10% discount on the total agreed project price for qualifying fully supplied and installed bathroom or kitchen projects.

The discount applies to the agreed project covered by our quotation, subject to the exclusions and conditions below.

6A.2 Eligibility

To qualify for the Winter Sale discount:

• the project must be a qualifying bathroom or kitchen project supplied and installed by W J Stubley Supplies Ltd;
• the quotation/order must be accepted and the required deposit received on or before the last Friday before Christmas; and
• the installation must be booked for an available installation period during ** The following January or February**.

A quotation, enquiry or provisional booking alone does not secure the promotional discount. The booking is confirmed for the purposes of the promotion once the required deposit has been received and we have confirmed acceptance of the order.

6A.3 Discount application

The 10% Winter Sale discount will be shown on the customer’s quotation, order confirmation or revised quotation.

Where the promotion is stated as applying to the entire project, the discount will be calculated against the qualifying agreed contract price for the project, including the labour, installation materials and products supplied by us, subject to the exclusions below.

The discount does not apply retrospectively to work, goods or services already supplied or completed before the promotional agreement is entered into.

6A.4 Exclusions

• Unless expressly stated otherwise in writing, the Winter Sale discount does *not* apply to:
• additional works or variations requested after the original contract has been agreed;
• unforeseen or concealed works discovered during installation;
• additional materials required as a result of unforeseen site conditions;
• customer-supplied products;
• remedial or maintenance work;
• third-party charges incurred after the quotation;
• delivery, collection or restocking charges arising from subsequent customer changes;
• finance charges, interest or other charges made by a third-party finance provider; or
• any other item expressly identified as excluded from the promotion on the quotation.

Any additional work will be charged at the applicable agreed rate or separately quoted price without the Winter Sale discount unless we expressly agree otherwise in writing.

6A.5 Changes to the specification

The Winter Sale discount applies to the specification and scope of works agreed when the qualifying order is confirmed.

If you subsequently upgrade, add to or alter the specification, the original qualifying works will retain their agreed Winter Sale discount, but additional or upgraded items will be charged at their normal applicable price unless we agree otherwise in writing.

If an item included within the discounted project becomes unavailable, we will discuss a suitable alternative with you. Any difference in price resulting from a customer-selected upgrade or alternative may be charged separately.

6A.6 Installation dates

The promotion is intended for projects scheduled to commence during January or February 2027.

Installation dates remain subject to availability and our normal scheduling terms.

If we need to move a qualifying installation outside January or February 2027 due to circumstances for which we are responsible, the customer will not lose the Winter Sale discount as a result.

If the customer requests that the installation is postponed or moved outside the qualifying period, we reserve the right to withdraw the promotional discount. We will tell the customer before agreeing the revised installation date if this will affect the promotional price.

Where postponement is caused by circumstances outside either party’s reasonable control, we will act reasonably when determining whether the promotional price can continue to apply.

6A.7 Cancellation

The Winter Sale does not alter or restrict any statutory cancellation rights which apply to the contract.

Where a customer cancels the project, the cancellation provisions contained elsewhere in these Terms & Conditions will apply.

Any cancellation charge will be calculated by reference to the customer’s actual agreed discounted contract price and our reasonable recoverable losses and will not be calculated artificially using the undiscounted price.

6A.8 Payment terms

All normal deposit and stage-payment requirements continue to apply to Winter Sale orders.

The promotional discount is conditional upon the project proceeding under the agreed contract and specification but does not remove or restrict any statutory rights the customer may have in relation to payments, goods or services.

6A.9 Other promotions

The Winter Sale cannot be used in conjunction with another discount, promotional offer, finance agreement or previously negotiated reduction unless we expressly agree otherwise in writing.

Where more than one promotion could potentially apply, the promotion expressly identified on the accepted quotation will apply.

6A.10 Availability

The Winter Sale is subject to the availability of qualifying January and February installation dates.

We may stop accepting new Winter Sale bookings once the available installation capacity has been filled.

Stopping or changing the promotion will not affect a qualifying order which has already been accepted, the required deposit received and the Winter Sale discount confirmed in writing.

6A.11 Statutory rights

The Winter Sale is a promotional discount only. Nothing within these promotional terms excludes, restricts or affects the customer’s statutory rights.

All other provisions of our Terms & Conditions continue to apply to projects purchased under the Winter Sale.

6B. FINANCE OPTIONS
6B.1 Availability of finance

We may offer customers the option to fund some or all of their bathroom or kitchen project through a third-party finance provider.

Finance is a separate financial agreement between the customer and the relevant finance provider. W J Stubley Supplies Ltd does not guarantee that an application for finance will be accepted.

All finance is subject to application, status, eligibility, affordability assessment and the finance provider’s terms and conditions.

Where applicable, applicants must meet the lender’s eligibility requirements.

6B.2 Finance information

The finance products available, including any deposit requirement, amount of credit, repayment period, monthly repayments, interest rate, APR and total amount payable, will be confirmed as part of the applicable finance documentation or financial promotion.

Customers should read the finance agreement and all pre-contract information provided by the finance provider carefully before entering into the agreement.

Where a finance product is described as interest-free, this description will only be used where the applicable finance arrangement means that the total amount payable in respect of the financed transaction does not exceed the applicable cash price, subject to the terms of that finance agreement.

6B.3 Finance approval

A quotation, provisional booking or application for finance does not constitute finance approval.

Where finance forms part of the agreed payment arrangement, the customer’s installation booking and/or order may remain conditional upon successful finance approval and completion of the required finance documentation.

If a finance application is declined, withdrawn or otherwise not completed, the customer may choose to proceed using an alternative payment method acceptable to us.

We are not obliged to commence the project or order products on the basis of anticipated finance which has not been approved and completed where finance is required to fund the relevant payment.

6B.4 Deposit and part-financed projects

Where only part of the project is being financed, the balance not covered by finance remains payable by the customer in accordance with the agreed payment schedule.

For example, a project may comprise:

• an initial customer deposit;
• an agreed amount funded through finance; and
• a remaining customer-funded balance payable at the agreed stage of the project.

The precise payment structure applicable to the project will be confirmed in writing on the quotation, order confirmation, invoice or payment schedule.

6B.5 Payment from the finance provider

Where payment to us is dependent upon delivery, installation, customer confirmation or another event specified by the finance provider, the customer agrees to complete any reasonably required finance documentation or confirmation promptly once the relevant contractual stage has genuinely been reached.

We will not ask a customer to confirm satisfactory delivery, installation or completion before the relevant event has actually occurred.

Any finance payment will be treated as payment towards the customer’s account only once it has been received orotherwise confirmed as payable to us in accordance with the applicable finance arrangements.

6B.6 Products ordered using finance

Where products are being purchased wholly or partly using finance, products will not normally be ordered until any required deposit has been paid and any necessary finance approval and documentation have been completed.

Once made-to-order, bespoke or special-order products have been ordered, cancellation and return rights will be governed by these Terms & Conditions, the applicable consumer legislation and, where relevant, the customer’s rights under their finance agreement.

Nothing in this clause removes any statutory cancellation or consumer rights which apply.

6B.7 Changes and additional works

Finance approval normally relates to a specified amount.

If the customer subsequently requests additional work, upgrades or changes which increase the project price, those additional costs are not automatically included within the existing finance agreement.

Additional amounts must either:

1. be paid directly by the customer in accordance with an agreed payment schedule; or
2. be included within additional or amended finance where this is available and approved by the finance provider.

We are not responsible for a finance provider declining to increase or amend an existing finance facility.

6B.8 Winter Sale, Promotional Discounts and Finance

Our Winter Sale discount and finance options cannot be used together on the same project.

Where a project qualifies for the Winter Sale or another promotional discount, the customer must choose either:

*the applicable promotional or Winter Sale discounted price, with the project paid for in accordance with our standard
payment terms; **or**

*the applicable finance option, based on the project price without the Winter Sale or other promotional discount.

A customer choosing to fund any part of the project through one of our offered finance arrangements will not also be eligible for the Winter Sale discount on that project.

Similarly, where the Winter Sale discount has been applied and accepted, finance offered by us cannot subsequently be used to fund the same project unless the promotional discount is removed and the contract price is recalculated accordingly.

This restriction applies to the entire project and the promotion and finance cannot be divided between different elements of the same contract in order to obtain both benefits.

For example, a customer cannot apply the Winter Sale discount to the supplied bathroom products or installation works and then use one of our offered finance arrangements to fund the remaining part of the same project.

Where a customer initially chooses one option and subsequently wishes to change to the other before products have been ordered or works commenced, we may issue a revised quotation and payment schedule reflecting the newly selected option.

Any change remains subject to availability, finance approval where applicable, and our acceptance of the revised arrangement.

Nothing in this clause affects any statutory rights the customer may have in relation to the underlying contract or any separate credit agreement.

6B.9 Interest-free finance

Where we specifically advertise an interest-free finance option, the applicable term and eligibility requirements will be stated in the relevant quotation, advertisement or finance documentation.

Any reference to 0% APR or interest-free finance applies only to the particular qualifying finance product being offered at that time and is subject to approval and the lender’s terms and conditions.

Availability of one finance product does not guarantee that the same product, term or credit limit will remain available for future quotations.

6B.10 Finance and cancellation

Entering into a finance agreement does not remove any statutory cancellation rights which may apply to the underlying contract or to the finance agreement.

The cancellation of the building/supply contract and cancellation of the finance agreement may involve separate legal processes.

Customers should therefore notify both us and, where appropriate, the finance provider promptly if they wish to cancel.

Any amount properly due following cancellation of our contract will be determined in accordance with these Terms & Conditions and applicable consumer law.

6B.11 Problems with goods or installation

The use of finance does not reduce the customer’s rights in relation to the goods or services supplied.
If there is a problem with our installation or products supplied by us, customers should notify us promptly so that we have a reasonable opportunity to inspect and, where appropriate, remedy the matter.

Nothing in these Terms & Conditions seeks to exclude any additional rights or remedies a customer may have against a finance provider under applicable consumer credit legislation.

6B.12 Separate finance agreement

The finance agreement and our contract for the supply and installation of the bathroom or kitchen are related but legally separate agreements.

Our responsibility for carrying out the contracted works remains subject to our contract and applicable consumer law.

The finance provider is responsible for administering the credit agreement in accordance with its terms and applicable law.

Questions concerning repayments, statements, settlement figures or the administration of the finance agreement should normally be directed to the finance provider.

6B.13 Responsible borrowing

Customers should consider whether the repayments are affordable for the full duration of the finance agreement before applying.

Finance should not be entered into solely because a promotional discount is available.

6B.14 Financial promotions

Any advertisement or quotation containing specific finance information will be subject to the applicable financial promotion requirements.

Where required, the relevant representative APR, representative example, credit amount, repayment period, repayments and other prescribed information will be displayed with the appropriate prominence.

The precise finance terms shown in the applicable finance documentation take precedence over any general description of finance contained within these Terms & Conditions.

6B.15 Statutory rights

Nothing in this section excludes, restricts or affects the customer’s statutory rights under consumer or consumer credit legislation.

Any rights arising from the finance agreement are in addition to the contractual workmanship guarantee provided by W J Stubley Supplies Ltd.

6C. DISABILITY ADAPTATIONS, GRANT-FUNDED WORKS & VAT RELIEF
6C.1 Disability adaptation works

W J Stubley Supplies Ltd undertakes bathroom and wet-room adaptations designed to improve accessibility, safety and independence for disabled persons and persons with long-term conditions.
Such works may include, where specified:

• conversion of an existing bathroom to an accessible bathroom or wet room;
• level-access or low-level showering facilities;
• accessible baths or specialist sanitary equipment;
• grab rails and support equipment;
• altered WC and washbasin arrangements;
• shower seating;
• widening of existing doorways or passages where required;
• alterations to bathroom layouts;
• associated plumbing, drainage and electrical works;
• appropriate wall and floor finishes;
• waterproofing and tanking;
• necessary preparation and immediate making-good; and
• other works specifically identified within the agreed adaptation specification.

The precise works included will be those identified within our quotation, specification and any applicable schedule of works.

6C.2 VAT relief and zero-rated works

Certain goods and services supplied to disabled persons may qualify for VAT relief, including zero-rating, under applicable VAT legislation.

1. the eligibility of the person receiving the qualifying goods or services; and
2. the nature and purpose of the particular goods and services being supplied.

A disability, medical condition, Disabled Facilities Grant or other funding arrangement does not automatically mean that every element of a project qualifies for zero-rating.

We will apply VAT at the rate which we reasonably consider to be legally applicable to each supply based upon the information available to us at the time.

6C.3 Qualifying bathroom adaptations

Subject to the applicable statutory requirements, qualifying works may include the provision, extension or adaptation of a bathroom, shower or wet room, washroom or lavatory where the work is necessary to suit the condition of an eligible disabled person and is carried out in their qualifying private residence.

Where permitted by VAT legislation, qualifying associated works may also be zero-rated where they are necessary to carry out the eligible adaptation.

This may include appropriate preparation, alterations to water supplies, drainage and electrical services, immediate making-good, retiling and qualifying goods supplied by us in connection with the qualifying construction services.

Eligibility will be assessed according to the applicable VAT rules at the time the supply is made.

6C.4 Works which do not qualify

VAT relief for disability adaptations does not mean that unrelated renovation or improvement works automatically become zero-rated.

Where a project contains both qualifying and non-qualifying works, VAT may need to be applied separately to different parts of the project.

Examples of works which may remain subject to VAT at the applicable rate include unrelated:

• kitchen works;
• general decorating or refurbishment;
• replacement windows;
• heating-system upgrades;
• bedroom or living-space alterations;
• extensions or improvements beyond those qualifying for the applicable relief; and
• additional works undertaken for general improvement rather than because they are necessary to meet the disabled person’s condition.

Where appropriate, our quotation and invoices may therefore separate qualifying zero-rated works from standard-rated or otherwise taxable works.

6C.5 Customer eligibility

VAT relief is only available where the statutory eligibility requirements are met.

For VAT purposes, eligibility is determined under the applicable legislation and HMRC guidance and is not determined simply by age, receipt of benefits, possession of a Blue Badge or receipt of grant funding.

Where VAT relief is claimed, the customer or other appropriate person must provide us with sufficient information to enable us to determine whether the relevant requirements appear to be satisfied.

6C.6 Eligibility declaration

Before we apply zero-rated VAT treatment, we may require a completed and signed VAT eligibility declaration or other appropriate evidence.

The declaration should identify the eligible person and provide the information reasonably required to establish the basis upon which VAT relief is being claimed.

Where the eligible person cannot complete the declaration personally, an appropriate parent, guardian or other responsible person may complete the relevant declaration where permitted.

We will retain the declaration and supporting records as part of our VAT records.

Providing a declaration does not by itself guarantee that the work qualifies for zero-rating. We must also be satisfied that the particular goods and services supplied meet the applicable requirements for VAT relief.

6C.7 Information supplied by the customer

The customer is responsible for ensuring that information they provide to us in support of a VAT-relief claim is complete and accurate to the best of their knowledge.

We are entitled to rely reasonably upon factual information provided by the customer, their representative, Occupational Therapist, local authority or other relevant professional when assessing the nature and purpose of the adaptation.

The customer must notify us promptly if information relevant to the VAT treatment changes or they become aware that information previously provided was materially incorrect.

Nothing in this clause transfers to the customer any responsibility which VAT law places upon us as the supplier.

6C.8 Our responsibility as supplier

As the VAT-registered supplier, W J Stubley Supplies Ltd is responsible for applying the VAT treatment which we reasonably consider appropriate to the supply.

We will take reasonable steps to establish whether the customer and the relevant goods and services qualify for VAT relief.

We reserve the right to decline to apply zero-rating where we do not have sufficient information or reasonably consider that the legal requirements for zero-rating have not been established.

In those circumstances VAT will be charged at the rate we reasonably consider applicable.

6C.9 Incorrect or incomplete customer information

Where we have applied VAT relief based upon materially inaccurate, incomplete or misleading factual information supplied by the customer or their representative, and HMRC subsequently determines that VAT should have been charged, we reserve the right, to the extent permitted by law, to recover from the customer VAT which becomes properly chargeable solely as a result of that inaccurate or misleading information.

This provision does not apply where the VAT liability arises because of an error by us in applying the VAT rules to complete and accurate information supplied by the customer.

6C.10 HMRC decisions and subsequent VAT adjustments

The VAT treatment applied to a quotation or invoice is based upon our reasonable assessment of the applicable legislation and HMRC guidance.

If HMRC subsequently determines that a different VAT treatment is legally required, we may make such invoice adjustments, credit notes or additional VAT invoices as are required by law.

Where additional VAT becomes payable, responsibility for that amount will be determined according to the circumstances, the contract and applicable law.

Nothing in these Terms & Conditions requires the customer to indemnify us for VAT, penalties or interest resulting from our own failure to apply VAT law correctly.

6C.11 Mixed projects

Where only part of a project qualifies for VAT relief, we may apportion the project between qualifying and non-qualifying supplies where permitted or required by VAT law.

The quotation may therefore show separate:

Zero-rated qualifying adaptation works – VAT at 0%
and
Non-qualifying works – VAT at the applicable rate.

The fact that the principal purpose of a project is to provide a disability adaptation does not automatically make unrelated additional works zero-rated.

6C.12 Customer-requested upgrades and additional works

Where a customer requests additional works or upgrades which are not necessary for the qualifying disability adaptation, those works may not qualify for zero-rating.

Examples could include additional general refurbishment, decorative improvements or other works which are not necessary to meet the eligible person’s condition.

We will apply the VAT treatment which we reasonably consider applicable to those additional works.

6C.13 Disabled Facilities Grants and local-authority funding

Where works are being wholly or partly funded through a Disabled Facilities Grant (DFG), local authority adaptation scheme or other third-party funding arrangement, the funding arrangement does not itself determine the VAT treatment.

VAT will be applied according to the nature of the supply and the applicable VAT legislation.

Where a grant is paid directly to us as contractor, our invoice and records may identify the individual disabled person for whom the qualifying adaptation works are being carried out where required for VAT purposes.

6C.14 Council, Occupational Therapist and Technical Officer specifications

For funded adaptations, the project may be based upon a schedule of works, drawings or requirements supplied or approved by a local authority, Occupational Therapist, Technical Officer, grant officer or other professional.

Our quotation will be based upon the information and specification made available to us.

Where clarification, approval or a decision is required from the relevant authority or professional before an element of work can proceed, we may suspend that element until the necessary instruction has been received.

We are not responsible for delays caused solely by waiting for decisions, approvals or instructions from the customer, funding authority or other third party.

We will, however, take reasonable steps to communicate relevant queries promptly.

6C.15 Changes to an approved adaptation

Changes requested by the customer after a quotation or grant-funded specification has been approved may require:

• approval from the relevant local authority or funding body;
• approval from an Occupational Therapist or Technical Officer;
• a revised quotation;
• additional customer funding;
• reconsideration of the VAT treatment; and/or
• an extension to the installation programme.

We will not assume that a requested variation is covered by an existing grant or funding approval.

The customer will be informed where we reasonably believe additional approval or payment is required before the variation proceeds.

6C.16 Customer contributions

Where a local authority, grant provider or other organisation funds only part of the project, the customer remains responsible for any agreed contribution and any privately requested works which are not covered by the funding arrangement.

The customer’s contribution and applicable payment terms will be confirmed in writing.

6C.17 Payment by a council or funding body

Where a council or other organisation has agreed to pay us directly, this does not necessarily make that organisation the customer under our contract.

The identity of the contracting customer and the payment arrangements will be established from the relevant quotation, grant documentation or order.

Where the customer is responsible for payment under our contract, they remain responsible for amounts properly due which are not covered by the funding body, subject to the particular funding arrangement and applicable law.

6C.18 Delays in grant or third-party payments

Where payment is due directly from a council, grant provider or other funding organisation, we recognise that their payment procedures may differ from our normal customer payment terms.

Any alternative payment arrangements agreed for funded works will be confirmed in writing.

We will not charge a customer for a sum which the funding body is contractually responsible for paying to us unless there is a proper contractual or legal basis for doing so.

6C.19 Product choice and adaptation requirements

Products selected for an adaptation must meet the requirements of the agreed specification.

Where an Occupational Therapist, local authority or other professional has specified a particular functional requirement, we will supply and install products intended to meet that requirement where those products form part of our agreed scope.

If the customer requests an alternative product which may affect the functionality or approval of the adaptation, we may require confirmation from the relevant professional or funding authority before ordering or installing it.

6C.20 Completion documentation

For funded adaptation projects, we may be required to provide completion documentation, invoices, photographs, certificates or other reasonable evidence to the relevant council or funding body.

The customer authorises us to provide information reasonably necessary for administration, inspection and payment of the funded works, subject to applicable data-protection requirements.

6C.21 Statutory rights

The application of zero-rated VAT, grant funding or a disability adaptation scheme does not reduce the customer’s normal statutory rights in relation to goods and services supplied by us.

Our obligations to provide goods and services in accordance with applicable consumer law continue to apply.

VAT relief is a tax treatment and is separate from the customer’s rights concerning the quality of the goods and workmanship supplied.

7. PRODUCTS SUPPLIED BY US
7.1 Product specification

Your quotation or product schedule identifies the products we intend to supply.

You should check the specification carefully before approving the order.

7.2 Changes after ordering

Once goods have been ordered, requested changes may result in additional costs, supplier restocking charges, carriage charges or delays.

We will advise you of applicable charges before agreeing a change where reasonably practicable.

7.3 Special-order products

Products specifically manufactured, altered or ordered to an individual specification may not be returnable merely because you change your mind.

This does not affect your statutory rights where products are faulty, not as described or otherwise fail to conform to the contract.

7.4 Surplus tiles and materials

Tile quantities are calculated to allow for cuts, patterns, breakages and reasonable wastage.

Additional tiles or materials required because of site conditions, tile dimensions, pattern or reasonable wastage may result in an additional charge where the quantity required could not reasonably have been established beforehand.

Unused tiles or materials cannot necessarily be returned to suppliers.

7.5 Faulty products

Please tell us as soon as reasonably practicable if you believe a product supplied by us is faulty.

We may need to inspect the product and/or refer it to the manufacturer or supplier for technical assessment.

Any manufacturer’s warranty is additional to, and does not replace or restrict, your statutory rights against us where those rights apply.

7.6 Cleaning and maintenance

Products must be maintained in accordance with manufacturer instructions.

Damage caused by misuse, unsuitable chemicals, abrasive cleaning products, accidental damage or a failure to follow reasonable maintenance instructions is not a workmanship defect.

8. CUSTOMER-SUPPLIED PRODUCTS

We recommend using products supplied by us because this enables us to control ordering, suitability and replacement arrangements.

Where you choose to supply products yourself, you are responsible for ensuring that they are available when required and are suitable for the intended installation.

We will exercise reasonable care and skill when installing customer-supplied products.

We are not responsible for defects inherent in a customer-supplied product, incorrect products ordered by the customer, supplier delays, missing parts or incompatibility which we could not reasonably have identified before installation.

If customer-supplied goods delay the project or require additional work, reasonable additional labour or attendance costs may be charged.

Where we have expressly undertaken responsibility for specifying or advising upon a customer-supplied product, nothing in this clause excludes our responsibility to exercise reasonable care and skill in providing that advice.

9. DELIVERIES

You must provide reasonable access for deliveries and tell us of any relevant parking, access or delivery restrictions.

Where goods are delivered directly to you, please inspect them as soon as reasonably possible and notify us promptly of visible damage, missing items or discrepancies.

Notification within 24–72 hours is particularly helpful because it enables us to raise transport or supplier claims promptly.

Failure to notify us within this period does not remove statutory rights you may have in relation to faulty, damaged or misdescribed goods.

Delivery times are estimates unless expressly agreed otherwise.

10. CUSTOMER RESPONSIBILITIES

You agree to:

• provide reasonable and safe access to the property at agreed times;
• provide access to electricity and water where reasonably required;
• remove valuables, pictures and fragile possessions from access routes and working areas;
• tell us about known defects, leaks, asbestos, structural issues, unusual plumbing arrangements or other relevant matters;
• provide information reasonably requested regarding the property and its services;
• obtain permissions which are your responsibility, including landlord or freeholder consent where applicable;
• keep children and pets safely away from work areas; and
• make reasonable WC and hand-washing facilities available to operatives, or agree alternative arrangements with us.

Where we have to carry out additional work because these requirements have not been met, reasonable additional charges may apply.

11. PROTECTING YOUR PROPERTY

Bathroom renovation is intrusive building work.

We will take reasonable care to protect your property and belongings while carrying out the works.

Dust, vibration and movement are unavoidable to some extent when removing tiles, sanitaryware, plaster, floors and wall finishes.

Existing finishes adjacent to the work can occasionally crack or become disturbed even where reasonable care is exercised.

We are not responsible for damage which could not reasonably have been avoided while carrying out the contracted works with reasonable care and skill.

We remain responsible where damage results from our negligence or failure to exercise reasonable care and skill.

12. REMOVAL OF EXISTING BATHROOM

Unless the quotation states otherwise, items removed as part of demolition will be treated as waste and may be disposed of.

You must tell us before work begins if you wish to retain any sanitaryware, taps, furniture, tiles, fittings or other items.

We cannot guarantee that an existing item can be removed without damage where it is glued, tiled-in, corroded, concealed or otherwise difficult to remove.

13. CONCEALED & UNFORESEEN CONDITIONS

Our quotation is normally based upon a visual, non-invasive survey.

Bathrooms commonly contain conditions which cannot be identified until the existing installation is removed.

These can include:

• rotten or weakened floors and joists;
• water damage;
• defective plumbing;
• inadequate drainage;
• unsuitable wall or floor substrates;
• defective or non-compliant electrical installations;
• hidden pipework or cables;
• structural movement;
• asbestos or suspected asbestos-containing materials; and
• previous poor-quality workmanship.

Such conditions are not included in the original price unless expressly stated.

If additional work is necessary, we will explain the issue and agree the additional work and price or charging basis before proceeding wherever reasonably practicable.

14. PLUMBING & EXISTING WATER SYSTEMS

Existing stopcocks, isolation valves, pipework, wastes, pumps, cylinders, boilers and heating systems are outside our control until work commences.

If an existing component fails because it was already defective, seized, corroded or unsuitable, the cost of replacing that component may be chargeable.

Where alterations increase pressure within an existing plumbing system, previously concealed weaknesses or leaks may become apparent.

We will not be responsible for a failure which results solely from a pre-existing defect which could not reasonably have been identified beforehand.

This does not exclude our responsibility where a leak or damage is caused by our workmanship, negligence or failure to exercise reasonable care and skill.

15. WATER PRESSURE

The performance of showers, taps and other fittings depends upon the property’s available pressure, flow rate and plumbing system.

Where appropriate we may recommend pumps, system alterations or alternative products.

Unless expressly included in our quotation, upgrades required to improve an existing property’s water pressure or flow are additional work.

16. ELECTRICAL WORK

Electrical work forming part of the quotation will be carried out by suitably competent persons and, where applicable, certified in accordance with current requirements.

Existing electrical defects or upgrades required to enable new work to comply with applicable regulations may constitute additional work where they could not reasonably have been identified before work commenced.

We will explain any such requirement before additional chargeable work is undertaken wherever reasonably practicable.

17. WALLS, FLOORS & SUBSTRATES

Removal of existing tiles, sanitaryware and flooring can reveal defects which were previously concealed.

Where additional preparation is reasonably necessary to provide a suitable substrate for the agreed finish, this may constitute additional work if it was not reasonably identifiable at quotation stage.

New plaster, screed, tanking, levelling compounds, adhesives and other materials must be allowed to cure or dry in accordance with appropriate product and installation requirements.

You must not interfere with or prematurely use these areas contrary to our written instructions.

18. TILING

We will install tiles using materials and methods reasonably appropriate to the tile, substrate and intended location and in accordance with applicable manufacturer instructions and relevant industry standards.

Tiles are manufactured products and may exhibit reasonable variations in shade, calibration, texture, pattern and surface finish.

Natural stone and some decorative products can exhibit greater variation.

18.1 Movement and cracking

Buildings and substrates can move naturally.

We will take reasonable steps to accommodate foreseeable movement, including appropriate preparation, movement joints, decoupling or other measures where required.

We cannot guarantee that movement outside our reasonable control will never cause cracking.

This does not exclude liability where cracking results from defective workmanship or inadequate preparation for which we are responsible.

19. WATERPROOFING & TANKING

Where the specification requires waterproofing or tanking, it will be installed to the areas reasonably required by the agreed bathroom design and system being used.

Customers must not drill, screw into, alter or otherwise penetrate waterproofed areas after completion without taking appropriate precautions.

Damage resulting from subsequent alteration or penetration by the customer or a third party is not covered by our workmanship guarantee.

20. GROUT & SILICONE

Grout and silicone colours will be agreed where reasonably practicable.

Where no colour has been selected and work cannot reasonably progress without a decision, we will attempt to contact you before proceeding.

Silicone is a flexible maintenance joint and may require periodic replacement during the life of a bathroom.

Normal discolouration, mould caused by environmental conditions, deterioration through cleaning products or normal maintenance is not a workmanship defect.

Failure of silicone caused by defective application within the applicable workmanship guarantee will be rectified by us.

21. BATHROOM VENTILATION & CONDENSATION

Bathrooms naturally generate significant moisture.

Where ventilation is included within our specification, we will install the agreed ventilation equipment.

Customers are responsible for using and maintaining ventilation systems appropriately after installation.

Condensation, mould or deterioration caused by inadequate ventilation practices, heating, drying clothes, blocked vents or environmental conditions outside our control are not workmanship defects.

This does not affect your rights where an installation supplied by us is itself defective.

22. UNDERFLOOR HEATING

Where electric underfloor heating is installed, manufacturer installation and commissioning requirements must be followed.

Unless we expressly undertake the commissioning process ourselves, you must not switch the system on earlier than instructed.

The heating should normally be introduced gradually in accordance with the manufacturer’s instructions.

Damage resulting from the system being operated contrary to written manufacturer or installer instructions is not covered by our workmanship guarantee to the extent that the incorrect operation caused the damage.

This does not affect any rights relating to defective installation.

23. CARPETS & ADJOINING FLOORING

Where existing carpets or flooring have to be lifted to gain access, we will use reasonable care when lifting and reinstating them.

Older carpets can stretch or fail to return to their previous condition.

Specialist re-stretching or carpet fitting is not included unless specifically stated in the quotation.

24. DECORATING

Painting and decorating is only included where expressly stated in the quotation.

Bathroom renovation may disturb paint, wallpaper or finishes in adjoining areas.

Where decorating is not included, our obligation following unavoidable disturbance will normally be limited to leaving areas reasonably ready for the customer’s decorator, unless the damage arose from our failure to exercise reasonable care and skill.

25. VARIATIONS & ADDITIONAL WORK

Changes requested after the contract is agreed may affect both the price and completion date.

Additional work will be priced separately or charged at the rate communicated to you before the additional work is undertaken.

Where practicable, variations should be agreed in writing by email or other written communication before the work is carried out.

Instructions affecting specification, cost or product positions should be agreed with our designated project contact rather than directly with individual tradespeople.

This helps ensure that variations are properly recorded and priced.

We will not charge for a variation merely because work is necessary to correct something for which we are legally responsible.

25.1 PROJECT COMMUNICATION

All material instructions concerning:

• changes to specification;
• product selection;
• additional works;
• unit positions;
• appliance positions;
• electrical positions;
• other matters affecting price or design

should be communicated to the designated W J Stubley project contact.

Individual installers and subcontractors are not authorised to agree significant contractual changes or prices unless we confirm otherwise.

This is intended to avoid misunderstandings and ensure that all changes are properly recorded.

26. DELAYS & PROGRAMME

Any start date or completion period given is our reasonable estimate unless expressly agreed in writing as a fixed contractual deadline.

Bathroom installations can be affected by unforeseen site conditions, drying times, product availability, supplier delays, illness, utility interruption and other circumstances outside our reasonable control.

We will keep you reasonably informed of material delays.

We are not responsible for delays caused by events outside our reasonable control, but this does not affect any rights you may have where the law provides otherwise.

Customer-requested variations, late product choices, lack of access or delays involving customer-supplied goods may extend the installation programme.

27. SUSPENSION OF WORK

We may temporarily suspend work where:

• an agreed payment is materially overdue;
• the site is unsafe;
• access is prevented;
• required customer decisions have not been made;
• customer-supplied materials are unavailable;
• continuing would risk damage or breach legal or regulatory requirements; or
• circumstances outside our reasonable control make continuation impracticable.

We will give reasonable notice where practicable and explain what is required for work to recommence.

28. SUBCONTRACTORS

We may use suitably skilled employees, subcontractors and specialist trades to carry out elements of the works.

Where a subcontractor is engaged by us to fulfil our contract with you, their involvement does not remove any responsibility we have to you under our contract or applicable law.

29. COMPLETION & SNAGGING

At completion, you should notify us of any apparent defects or outstanding items as soon as reasonably practicable.

Bathroom renovation is detailed work and minor snagging items can occasionally become apparent after initial completion.

We will be given a reasonable opportunity to inspect and, where we are responsible, remedy qualifying defects.

You should not instruct another contractor to undertake remedial work for which you intend to seek reimbursement from us without first giving us a reasonable opportunity to inspect and remedy the issue, except where urgent action is reasonably necessary to prevent danger or significant property damage.

Nothing in this clause removes or restricts remedies available to you under consumer law.

30. WORKMANSHIP GUARANTEE

In addition to your statutory rights, we provide a 12-month contractual workmanship guarantee from substantial completion of the installation.

This guarantee covers defects resulting from our installation workmanship.

It does not cover:

• normal wear and tear;
• accidental damage;
• misuse or neglect;
• failure to follow reasonable care or maintenance instructions;
• consumable or maintenance items;
• movement or structural defects outside our workmanship;
• defects in customer-supplied products;
• unauthorised alterations by the customer or another contractor; or
• damage caused by circumstances outside our reasonable control.

An exclusion will only apply to the extent that the excluded event caused or contributed to the problem.

IMPORTANT – STATUTORY RIGHTS

Our workmanship guarantee is an additional contractual benefit.

It does not replace, reduce or limit your statutory rights.

In particular, the expiry of our contractual guarantee does not automatically mean that you have no legal remedy if our services failed to meet standards required by law.

31. REPORTING PROBLEMS

If you experience a problem, please contact us promptly and provide reasonable information, photographs or access so that we can investigate.

We must normally be given a reasonable opportunity to inspect an alleged defect and, where we are responsible, put matters right.

We will not normally reimburse costs incurred by another contractor where we were not first given a reasonable opportunity to investigate and remedy the problem.

This does not apply where obtaining third-party assistance was reasonably necessary in an emergency to protect persons or property, or where you otherwise have a legal right to recover such costs.

32. MANUFACTURER WARRANTIES

Products may carry separate manufacturer guarantees.

Where appropriate, we will reasonably assist with a manufacturer warranty claim for products supplied by us.

Manufacturer guarantees are separate from your statutory rights and do not replace rights you may have against us as the retailer or contracting supplier.

33. OUR RESPONSIBILITY

We will perform our services with reasonable care and skill.

We do not exclude or limit liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or liability which cannot legally be excluded under consumer protection law.

We are not responsible for loss or damage which results solely from:

• a pre-existing defect we could not reasonably have discovered;
• inaccurate information supplied by the customer;
• customer misuse or failure to follow reasonable instructions;
• work undertaken by an unrelated third party;
• customer-supplied defective goods; or
• circumstances outside our reasonable control,

except to the extent that our own breach, negligence or failure to exercise reasonable care and skill caused or contributed to the loss.

34. CUSTOMER USE OF AN INCOMPLETE BATHROOM

You must not use a bathroom, shower, bath, wet area, tiled area, waterproofed area, underfloor heating system or other installation which we have told you is not yet ready for use.

This is particularly important before waterproofing, adhesive, grout or silicone has fully cured.

If an area is used contrary to a clear instruction from us and damage results, we will not be responsible for that damage to the extent that the premature or unauthorised use caused it.

Unauthorised use does not automatically cancel all statutory rights or the whole workmanship guarantee. Any exclusion will apply only where the unauthorised use caused or materially contributed to the defect concerned.

35. COMPLAINTS

We aim to resolve complaints promptly and fairly.

Please initially raise any complaint with:

W J Stubley Supplies Ltd Trading as W J Stubley Kitchens & Bathrooms

Complaints should preferably be made in writing so that both parties have an accurate record.

We will acknowledge the complaint and investigate it within a reasonable period, taking into account the nature and complexity of the issue.

Where a technical dispute concerns tiling or another specialist trade, an appropriate independent industry expert or dispute-resolution service may be suggested where both parties agree.

Nothing in our complaints procedure prevents either party from exercising any legal rights available to them.

36. PHOTOGRAPHS

We may take photographs during the project for surveying, specification, progress, quality-control, warranty and record keeping purposes where reasonably necessary.

We will obtain appropriate permission before using identifiable images of your home for marketing where consent is legally required.

37. DATA PROTECTION

We handle personal information in accordance with applicable UK data-protection legislation, including the UK GDPR and Data Protection Act 2018 as amended.

We may process information where reasonably necessary to provide quotations, administer contracts, order goods, arrange deliveries, schedule trades, issue invoices, manage guarantees, comply with legal obligations and deal with enquiries or disputes.

Information may be shared with relevant employees, subcontractors, suppliers, delivery companies, professional advisers or authorities where there is an appropriate lawful basis for doing so.

Further information about how personal information is used should be provided in our Privacy Notice.

38. STATUTORY CONSUMER RIGHTS

These Terms & Conditions are intended to operate alongside your statutory consumer rights.

Nothing in these Terms & Conditions seeks to exclude or restrict a right which cannot lawfully be excluded or restricted.

Under the Consumer Rights Act 2015, where applicable:

Services must be performed with reasonable care and skill.

Where no price has been agreed, the consumer may have a right to pay no more than a reasonable price.

Where no time for performance has been agreed, services must be performed within a reasonable time.

Goods supplied under the contract must meet the applicable statutory requirements, including requirements concerning satisfactory quality, fitness for a particular purpose where applicable and conformity with their description.

Statutory remedies may be available where goods or services do not conform to the contract.

Any manufacturer warranty or workmanship guarantee provided by us is in addition to these statutory rights.

39. EVENTS OUTSIDE OUR REASONABLE CONTROL

Neither party will be responsible for a failure or delay caused by circumstances genuinely outside that party’s reasonable control.

Examples may include severe weather, significant transport disruption, utility failure, industrial action, supplier failure outside our reasonable control or other comparable events.

The affected party should notify the other as soon as reasonably practicable.

Where an event continues for a significant period and substantially prevents performance of the contract, the parties will discuss reasonable options for completing or ending the affected part of the contract.

Nothing in this clause removes statutory rights which apply despite such circumstances.

40. SEVERABILITY

If any provision of these Terms & Conditions is found by a court or other competent authority to be invalid or unenforceable, that provision will be treated as removed or limited to the extent necessary.

The remaining provisions will continue to apply.

41. NO WAIVER

If either party does not immediately enforce a contractual right, this does not necessarily mean that the right has been waived.

42. THIRD-PARTY RIGHTS

Unless expressly stated otherwise, the contract is between W J Stubley Supplies Ltd and the customer and is not intended to give contractual rights to any third party.

43. GOVERNING LAW

These Terms & Conditions and the contract are governed by the applicable law of England and Wales.

Where you are a consumer, nothing in this clause deprives you of any mandatory protection or right to bring proceedings in a court available to you under applicable law.

44. CONTRACT DOCUMENTS

Your contract may comprise:

1. the accepted quotation;
2. the agreed specification/product schedule;
3. drawings or design documents;
4. these Terms & Conditions;
5. the agreed payment schedule;
6. any applicable cancellation information; and
7. written variations subsequently agreed between us.

Customers should retain copies of these documents for their records.

IMPORTANT CUSTOMER NOTICE
Please read these Terms & Conditions, your quotation and specification carefully before accepting your quotation or paying your deposit.

Particular attention should be given to:

Nothing within this contract affects your statutory rights as a consumer.