Terms and conditions
These terms apply to every EcoTrust quote and to work carried out by EcoTrust Roofing & Insulation Ltd, registered in England and Wales, company number 16853155. Paying the deposit means you accept the quote and these terms, and agree to pay the full price in the stages set out on the quote. They do not affect your statutory rights.
1. Acceptance
- Surveys are free and carry no obligation.
- Quotations are given in writing. The quote price is final and held for 30 days from the quote date.
- A quotation is fixed for the scope of works described in it. It is not a price for work outside that scope.
- By paying the deposit you accept the quote and these terms. A contract then exists between you and EcoTrust Roofing & Insulation Ltd for the works and price shown on the quote, and you agree to pay the full price in the stages set out on the quote.
2. Deposit and payment
- A 10% deposit secures your date. It counts towards the first stage payment.
- Payment is by bank transfer, using the details on your invoice.
- Prices are as stated on the quote. Anything not listed on the quote is not included.
- If you are happy to go ahead on the day of your survey, the surveyor can take your 10% deposit there and then. There is never any pressure to pay on the day, and your 14-day right to cancel still applies.
- Where the quote is a single stage, the balance is due on completion.
3. Stage payments
Where the quote covers more than one stage or more than one visit, each stage is a separate payment point. Examples are insulation followed by boarding, damp proofing or roofing work.
- The quote lists each stage with its own price.
- The price of a stage is due on the day that stage is completed. Your deposit is credited to the first stage.
- A stage is complete when the work listed for it is finished and we have shown you the completion photos.
- We will not start the next stage until the previous stage has been paid, unless we agree otherwise in writing.
- Your completion certificate and guarantee for a stage are issued within 48 hours of that stage being paid.
4. Postponement and cancellation
Your right to cancel. Where you agree to work away from our premises, at your home or over the phone, you have 14 days to cancel under the Consumer Contracts Regulations 2013, starting the day after the contract is made. You do not need to give a reason.
To cancel, tell us clearly in writing before the 14 days end, for example by email to [email protected]. You can also call 0800 870 8086.
If you ask us to start within those 14 days and then cancel, you pay for the work done up to the point you told us you were cancelling. We will make that clear at the time. We refund any other payment within 14 days of your cancellation notice.
- If you postpone or cancel, tell us as early as you can.
- If you postpone or cancel with less than 48 hours notice, we may charge, at cost, for materials already ordered that cannot be returned and for crew time we cannot reassign. We will show you the figures on request.
- If you cancel after a stage has been completed, you pay for the completed stage or stages, plus any costs above.
- If the work is held up by you for more than 7 days, we will rebook the next stage at the next available date.
5. Access, changes and second opinions
- We need safe access to the loft hatch or working area on the agreed day. You, or an adult you nominate, must give access at the agreed time.
- Please tell us about pipes, cables and other services in the work areas before the date. If we cannot start because access is not given, it counts as late postponement under section 4.
- Please clear personal belongings from the loft before we arrive. Where you cannot, tell us at survey and we will price the time.
- We sheet the route from the door to the working area and clean down at the end of each day.
- We remove and dispose of the waste arising from our work.
Changes to the work. Any change to what is quoted is agreed in writing (email or message) before we do it, with the price adjusted if needed.
If extra work is found on site. Lofts and walls hide things. If we find work that was not visible at survey, such as failed felt, rotten timber or a second layer of foam, we stop, show you, and give you a price before going any further. Nothing is added to your bill without you agreeing to it first.
Second opinions. You are welcome to have our work inspected by someone independent. Tell us before the next stage starts, and we will arrange access and a date. If you ask us to hold the next stage for an inspection, we will hold it for up to 5 working days. After that we will rebook at the next available date, and section 4 applies to any late change.
6. Guarantee
- Each completed and paid stage comes with an EcoTrust guarantee covering our workmanship and installation as described in the quote.
- Workmanship is guaranteed for 10 years.
- Damp proofing work is guaranteed for 25 years.
- Your guarantee and completion pack are issued within 48 hours of payment for the completed work.
- The guarantee covers the work we carried out. It does not cover damage caused by others, by later alterations, or by failure of parts of the building outside our scope.
- Manufacturer warranties on materials are passed to you and are subject to the manufacturer's own terms.
7. Liability
We hold £5 million public liability and £10 million employers’ liability insurance (policy COBI5803774XB, arranged through Simply Business) and will send the certificate on request. Nothing in these terms limits our liability for death or personal injury caused by negligence, for fraud, or for anything else that cannot be limited by law.
8. Complaints
If something is wrong, tell us, ideally in writing. Email [email protected] or call 0800 870 8086. We acknowledge complaints within two working days, arrange to inspect the work, and aim to resolve them within 14.