Terms, Conditions and Regulations
Last updated 22.07.2024
By using our website, our telephone line, or by any other means of contact, you agree to these Terms, Conditions and Regulations.
These Terms, Conditions and Regulations apply to RS Team Ltd. Please read this document carefully as it will tell you everything you need to know about the process on which we will deal with each other.
The Term “you” refers to the customer or user or viewer of our website (www.rs-team.co.uk). The Term “RS Team Ltd”, “us”, “we”, “our,” “ours” means RS Team Ltd. Registered in England No.15643842.
We are required by the Terms, Conditions and Regulations to ensure that certain information is given or made available to you, before we make our Contract with you, i.e. before you accept the “Quotation”.
We have either included the information itself in the booking correspondence or these Terms, Conditions and Regulations for you to see now, or we will ensure that we have made it available to you before you accept the Quotation in writing*. All of that required information, and any other information we may give you about the materials/works or ourselves, which you consider when deciding to accept the Quotation, or when making any other decision about the materials/works will, as required by the Terms, Conditions and Regulations, be part of our Contract with you as a customer.
1. Booking Process, Quotation and Price
(a) Following the initial contact with us, an agreed date/time will be arranged with you for a specialist/contractor to attend your place for the works to be carried out on the agreed date/time in order to provide you with a Quotation. In cases where the attendance is not necessary, we may request photographs to be sent and then provide you with a Quotation, in writing*, prior to booking a specialist`s/contractor’s attendance to carry out such works. All quote related attendances will be carried out within our normal business hours – see below.
(b) If you accept the Quotation, and while the Quotation is still valid, this will then be a legally binding Contract between you and us for purchasing the materials/goods and providing services under these Terms, Conditions and Regulations.
Your acceptance of the Quotation will also be your confirmation that you are now a “customer”. You may not accept the Quotation if you are not the customer. We cannot withdraw the Quotation if you accepted it when it was still valid. However, you may withdraw any enquiry or order at any time before you accept the valid Quotation. We have the right to change or withdraw any Quotation at any time before you have accepted it. We shall try to contact you regarding the initial Quotation after 5 days of the original sent date. Any Quotation sent to you will no longer be valid in cases of no response from you within 10 days.
Once the initial Quotation is accepted by you, and in writing*, plus the deposit is paid to cover materials/goods’ costs where necessary, or agreed otherwise, the specialist/contractor will attend your property to carry out the works on the agreed date/time.
(c) You, or any nominated representative (aged 18 or over), must be available either via texts, emails or calls to accept any additional charges that may occur during the works being carried out to reduce waiting time and additional waiting time charges from our specialists/contractors (when the works cannot be carried out further). Any additional time spent whilst waiting for your response will be charged based on the current hourly rate (dependent on the day of the week and time of the day where works are carried out).
In cases where the works are carried out, any additional charges related to the initial issue raised will be added to the final “Invoice” total without your prior acceptance.
(d) We, or our independent contractors used, will do our/their best to complete the work and provide the goods and/or materials for the quoted figure. However, unforeseen circumstances may incur additional costs above the quoted figure. In this event, we will let you know immediately, in writing*, explaining the reasons for the additional costs and asking you to therefore accept/sign an amended Quotation to cover such additional costs.
Should the price be increased due to circumstances beyond our control, you will be advised by a specialist/contractor immediately to accept the new price and sign an “Additional Charges” form before the works can be continued. The form can also be accepted in writing* by any responsible and nominated representative (aged 18 or over) if the customer is not present.
(e) The price payable by you is the price stated as the “Total Due” on the Quotation and will be inclusive of VAT at the prevailing rate, unless otherwise stated.
(f) There will be a minimum charge of one hour for any time spent on site within the first hour.
(g) The price of the goods/materials and services shall be as set out in the Quotation form.
(h) Prior to inspection, all prices are subject to site survey. If the cost of the goods/materials to us increases due to any factor beyond our control including, but not limited to, material costs, labour costs, alteration, or changes to delivery rates, we reserve the right to increase the price. In this case we will re-issue an updated Quotation with the revised price. That revised price will apply if you agree it by accepting it in writing*, while it is still valid for acceptance. The price is inclusive of fees for transportation and delivery. The price is exclusive of any applicable VAT and other taxes or levies which are imposed or charged by any competent authority.
(a) All goods/materials must be paid for before commencement of the work. Labour costs must be paid for on completion of the project. All goods/materials remain the property of RS Team Ltd until the project labour and goods/materials have been paid for in full and any test certificate (if applicable) shall not be released until such time.
(b) Payments must be made in pounds sterling unless otherwise agreed in writing* between us and you. Payment is to be made by either cash, debit card, credit card or bank transfer to RS Team Ltd (HSBC sort code: 401800, account number: 21338498). If an Invoice has been left with you, then payment can be given to our specialist/contractor prior to their departure from your site. We will only issue a receipt for payment if you request it in writing* and by providing us with a valid email address/account.
(c) Where the customer is represented by a third party person(s) or agent(s), such as a managing agent, landlord, tenant or other occupier, friend, family, contractor or other representative, they must be aged 18 years of over. In the event of non-payment by the customer, the third party will be liable for full payment unless the Company has agreed otherwise in writing* prior to any works commencing.
(d) If the total due is not paid immediately, you may be required to pay an administration charge of £15.00 plus VAT. RS Team Ltd also reserves the right to apply a charge of 8% per annum, above the current base rate to any overdue payments. In the event of non-payment, the fees from the Companies Collection Agency will be added to the outstanding account (currently 17.5%).
(e) Commercial customers will be invoiced on completion of the work and the total due on the invoice is strictly payable within 28 days of the date of the Invoice unless special arrangements have been made. If the total due is not paid within 28 days, you will be required to pay an administration charge of £25.00 plus VAT. RS Team Ltd reserves the right to apply a charge of 8% per annum, above the current base rate, to any overdue payments. In the event of non-payment, the fees from the Companies Collection Agency will be added to the outstanding account (currently 17.5%).
3. Emergency call outs
In cases of an emergency call out, you will have to pay the specialist/contractor at the end of the job before he/she leaves the property. Depending on the issue you are having, our specialist/contractor must fill in the “Job Completion Form”, which must be signed by you before the specialist/contractor leaves the property. If for any reason the specialist/contractor is unable, or not allowed to, carry out work during attendance, the call out fee of £40 would still be payable for the attendance, plus the cost of any goods/materials purchased specifically to carry out such emergency works at your property.
4. Working hours
Our standard working hours are 8 am to 6 pm Monday to Friday. We may be able to work outside our standard hours at an additional charge.
5. Cancellation
If the Contract we make with you is not made on our premises, the Terms, Conditions and Regulations give you the right to cancel the contract for the works as follows.
(a) The right to cancel is a right to cancel the works, without reason, until the end of a 14-day period from when you receive the Quotation - but that period may be extended in certain circumstances.
(b) If you cancel, you must confirm this to us in writing*. If you have already made any payment(s) to us for the materials/goods on order, or their delivery, we will refund the payment(s) to you as required, minus any deductions, i.e. for sending such back to the supplier. These cancellation rights will be affected if you request provision of works to begin during the cancellation period; you shall pay us an amount which is in proportion to what has been performed until you have communicated to us in writing* your cancellation from this Contract, in comparison with the full coverage of this Contract. These cancellation rights do not apply if the value of the order is below £82.00 or materials/goods are made to your specification, or are clearly personalised, or you have requested us to carry out urgent repairs or maintenance.
6. Loss/damage liability and guarantees
(a) You must let us, and any independent specialist/contractor used, know of any potential hazards or dangers prior to anyone carrying out the works.
(b) You must also ensure that there is clear access to the property/place where works are to be carried out. If access needs to be made to your property for a repair to be completed, we, or any independent contractor used, will fill any holes and level the surface but will not replace the original surface or construction. Redecoration or repair of damage needed after completion of our work is your responsibility, unless we, or any independent specialist/contractor used was negligent. If this was the case then it will be up to you and them to resolve.
(c) You must provide us with access to mains electricity and water. If additional work or expense is incurred because you did not provide us with mains electricity and water, you may be charged for that additional work and/or expense.
(d) We will not be liable for loss or damage to your property (including any cleaning needed) or any other type of loss unless we are responsible for it.
(e) We guarantee labour for 30 days from the date of completion of the work provided. Our guarantee will not apply where faults are caused wholly, or in part by, your (or any other person’s) misuse or neglect of those goods and materials, or because of fair wear and tear.
(f) Any parts, equipment or components supplied by us will be covered by their respective manufacturer’s warranty.
(g) Drain unblocking work will be guaranteed for 10 days. This guarantee is void if items such as wet wipes, nappies, sanitary items, or any other foreign objects not designed for flushing into drainpipes is put into the drainage system post initial drain unblocking work and from when the guarantee starts. The guarantee is also void if blockages have been created from defected pipes, poorly laid and installed pipes, subsided pipes, pipes with root ingress, displaced joints, damaged or cracked pipe work. Our guarantee becomes void if any work carried out by a third party, not authorised by RS Team Ltd, has worked on the same subject before or between our initial callout and any subsequent callouts by us. Any work obtained by RS Team Ltd and carried out by an independent specialist/contractor will have the guarantee that they provide, and we will not be responsible for the guarantee or work carried out.
(h) RS Team Ltd will accept no liability (or guarantee suitability) for materials supplied by the customer, or other third parties, and will not accept liability for any damage or faults as a result.
(i) Whilst all due care and attention will be made, RS Team Ltd is not liable for any leaks, water damage etc caused as a result of clearance to any pipe work that was not installed by us and not installed in a correct way or installed to British Standards.
(j) We will not be responsible for our failure to meet any of our obligations under this agreement because of circumstances beyond our control.
(k) Tenants are required to get their landlord’s permission, in writing*, to allow us to carry out any work. Listed buildings may need planning permission. In both cases it is your responsibility to obtain any needed permission for the work.
(l) Please note: The Company will be under no obligation to provide or issue any guarantees, certificates or other similar documents to the customer for works, unless payment has been made and received in full.
7. Parking
We will always endeavour to park in a safe and appropriate manor. Some emergency callouts will require us to park in restricted zones to carry out the works. Customer must let us know of any restrictions and provide us or any subcontractor representing RS Team Ltd with a valid permit for the whole time when works are to be carried out. In this case, any parking charges, penalties and/or fines will be passed on to the customer, and will be invoiced for those costs accordingly. No additional admin fee will be applied in this instance.
8. Miscellaneous
(a) A specialist/contractor will require to take photographic/video evidence of the property/place where works are to be carried out before commencement of such works, plus after completion for training and/or reporting purposes. You must not restrict him/her from doing so.
(b) Your views are important to us and help us to ensure that the specialists/contractors are offering an excellent service. We do not seek to work with specialists nor contractors that abuse and do not comply with our Terms, Conditions and Regulations. Therefore, in the event you have a complaint about a service that was carried out, or behaviour exhibited by a specialist and/or contractor to whom you were introduced by us, please get in touch with us, in writing*, using the details on the ‘Contact’ page on our website. Also, before leaving any negative feedback you feel you may wish to make, please ensure you have communicated with us, in writing*, the issue/problem beforehand to try to get it resolved. Please note, however, that some specialists/contractors are not employed by RS Team Ltd.
(d) We will refer any complaints made to us about a third party to the specialist/contractor concerned. This is to ensure the specialists/contractors know the nature of the complaint and so they can assess their liability. Whilst we will investigate all complaints and seek to mediate between the specialist/contractor and the customer, we are not a party to any dispute or conflict in relation to the quality of the work or the way it is completed. We will do our best to investigate their work completed and will decide with the customer, along with the specialist/contractor, a suitable resolution.
(e) Whilst we strive to keep our customer service levels high, any aggression or abuse directed towards our specialists/contractors will not be tolerated. Aggressive or abusive behaviour includes language (whether verbal or written) that may cause staff to feel afraid, threatened or abused and may include threats, personal verbal abuse, derogatory remarks and rudeness. The use of swear words in written or verbal communication will not be tolerated and these communications will not be responded to. Swearing at members of staff will not be tolerated.
We also consider inflammatory statements, remarks of a racial or discriminatory nature and unsubstantiated allegations to be abusive behaviour. Should any works booked or emergency call outs to be stopped due to aggressive or abusive behaviour, the customer will be responsible for paying any emergency call out charges, any parts, goods or materials purchased specifically for the job, any works that have been carried out or completed up to the point of abuse by 6 pm the same day or by 9 am the next day in cases where the call out was outside of our normal business hours. Failure to pay may incur additional admin charges.
* In all cases throughout these Terms, Conditions and Regulations, “in writing” means either by email, texts or WhatsApp.