CONSUMER PURCHASE

Terms & Conditions

Application Of These Terms And Conditions

These Terms and Conditions apply to your purchase, as a Consumer, of the goods or services specified in the agreement/order (hereinafter referred to as "Goods") from Instant Glass Ltd, a company registered in England and Wales under number 10843498 whose registered office is at UNIT 4, Raleigh Court, Priestley Way, Crawley RH10 9PD.

Please note that these Terms and Conditions only apply if you are a "Consumer" as defined in Clause 2. If you are not a Consumer, the contract will be invalid. In such cases, please inform us and we will attempt to provide you with a contract as a "non-Consumer." Only these Terms and Conditions apply to the transaction unless both parties agree in writing to the application of additional terms and conditions.

1. Information

The Regulations require us to provide certain information to you as a Consumer before making a contract with you. This information is either included in the booking correspondence, quotation, agreement/order, these Terms and Conditions, or will be made available to you before accepting the quotation. All information we provide about the Goods, services, pricing, delivery, cancellation rights and ourselves, which you consider when deciding to accept the agreement/order, will be considered part of the terms of our contract with you as a Consumer as required by the Regulations.

2. Interpretation

"Consumer" refers to an individual defined in the Consumer Rights Act 2015 as someone who buys and receives Goods for personal use and not primarily for a business. "Business" refers to any commercial, trade, profession or activity conducted by You or any other entity. "Regulations" refers to the Consumer Contracts (Information, Cancellation, and Additional Charges) Regulations 2013. "Business day" refers to any day excluding Saturdays, Sundays, and national holidays. "We", "Us" and "Our" refer to Instant Glass Ltd. "You" and "Your" refer to the Consumer. The headings in these Terms and Conditions serve for ease of reference only and will not impact their interpretation. Singular terms will encompass the plural and vice versa.

3. Cancellation Regulations

You have the right to cancel the contract for the Goods, without giving a reason, as per the regulations outlined in the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. You can exercise this right until the end of 14 days after receiving the Goods, or, for services, 14 days after the contract is formed. However, in certain circumstances defined by the regulations, the period may be extended. To cancel, you must inform Us clearly in writing, by email, or by any other clear statement. If you have already made payments, We will refund them as required by the Regulations, less any lawful deductions. If you request services to start during the cancellation period, you must pay us a reasonable and proportional amount for services, labour, materials, administration, travel and costs incurred up to the point of cancellation. These cancellation rights do not apply if the order value is less than £42.00, if the goods are bespoke, custom made or personalised, if goods have been made to your measurements or specifications, or if you asked us to perform urgent repairs or maintenance.

4. Goods

"Goods" refers to all products and services covered by this contract, including any parts, components, glass, frames, fittings, hardware, labour, installation, diagnostic work, materials incorporated in them, and any related services supplied by Us. Descriptions given for these goods are for identification purposes only and do not imply a sale by description unless expressly confirmed in writing. Information required by regulations and any additional information provided by us about the goods or us, which influences your decision to accept the agreement/order, will be considered part of the terms of our contract with you as a consumer. This includes information in the booking correspondence, agreement/order form, quotation, and any information made available to you. Changes to this information will only be valid if agreed upon by both parties in writing.

5. Price

The cost of the Goods will be as stated in the "estimated cost of work", quotation, invoice, or agreement/order. The price is subject to change after a site survey or where further information becomes available. If factors beyond our control, including but not limited to material costs, labour costs, exchange rates, duties, delivery rates, access issues, hidden defects, inaccurate measurements, or additional works required, increase the cost, we reserve the right to increase the price and provide an updated quote. The revised price will only apply if you agree to it by accepting the updated quote before it expires (see Clause 6 for validity). Unless otherwise stated, the price includes standard transportation and delivery fees but does not cover any taxes, levies, parking charges, congestion charges, access equipment, specialist lifting equipment, waste disposal, redecoration, making good, or additional works not expressly included in the quotation.

6. Contract Formation & Quotation

Your inquiry, order, or communication does not constitute a contract offer to purchase the Goods. Our quotation is not an acceptance of your offer. Our quotation is a contractual offer to sell the Goods to You, which you may accept by confirming in writing, by email, verbally where confirmed by Us, or via the attached link in the quote e-mail. If you are a Consumer, a legally binding contract will be formed between You and Us once you accept the quotation. The quotation is valid for 30 days only unless we withdraw it before that period. We cannot withdraw the quotation if you accepted it while still valid. You can withdraw your inquiry or order at any time before accepting the valid quotation. Any amendments, additions, or variations to the contract must be agreed by Us in writing.

7. Survey

This agreement is subject to a detailed survey being carried out by Us or our agents. Following the survey, We may, in Our absolute discretion and without ascribing any reason, cancel all or part of this contract at any time prior to installation commencing. If it is found during the survey that additional work is necessary which is not covered by this contract to ensure that the completed installation is up to the company’s standard, then the cost of such additional work will be notified to the customer before the installation commences. If the customer is not prepared to bear this additional cost, then we reserve the right to vary the terms of the guarantee or to cancel the contract. Any survey, advice, or measurement taken by Us is based only on visible and reasonably accessible areas and does not guarantee that hidden defects, structural issues, rotten frames, defective seals, damaged lintels, hidden pipework, wiring, or other concealed problems do not exist.

8. Installation

We and our employees will do our utmost to keep any damage to a minimum, but cannot guarantee to avoid damage to wallpaper, paintwork, plaster, tiles, render, flooring, frames, trims, sealants, or surrounding areas of certain installations, and any re-decoration, making good, repair or replacement because of such damage shall be the responsibility of the customer unless caused by Our negligence. It is the customer’s responsibility to remove any furniture, curtains, blinds, ornaments, valuables, fixtures, fittings, vehicles, pets, or other items that may obstruct our installation or be at risk of damage. We will not be liable for damage of any description arising from the installation or use of the products where such damage is due to defects in the fabric of the building which existed prior to the installation of our products, whether such damage was detected at survey or not. The company will notify the customer of any such defect if it is thought that the defect will prejudice the performance of our products. The company will endeavour to avoid any unforeseen incidental damage. The customer should be aware that where there may be the risk of damage to hidden cables, pipework, alarms, sensors, underfloor heating, or concealed services, the customer will be liable for any resulting cost, and the company absolved from any liability unless caused by Our negligence. This does not affect your customer statutory rights. Any work to Customer’s own glass, frames, locks, hinges, doors, windows, hardware, or surrounding structure is always at Customer’s own risk where defects, weakness, deterioration, age, wear and tear, poor prior workmanship, or unknown previous damage is present. We cannot be held responsible for breakages or damage which may have been caused by unknown previous defects. Other than dust sheets below the work area and any surrounding area, protection is not included in our price, neither is redecoration or making good. Outdoor works are always weather permitting, and this may therefore cause unforeseen delays.

9. Payment Terms (supply only)

After accepting the quote, an invoice shall be raised for the cost of the Goods, for all residential and non-account commercial customers, as per the quote. Payment is due before any Goods can be ordered, manufactured, reserved, collected, delivered, or supplied, or as agreed in any written credit terms between us. Upon request, we will provide a receipt. Payment must be in GBP and can be made through cash, cheque, debit/credit card, or BACS to Instant Glass Ltd, UNIT 4, Raleigh Court, Priestley Way, Crawley RH10 9PD. Goods will not be ordered until cleared funds are received unless otherwise agreed by Us in writing. For account customers, payment is due 30 days after delivery, unless otherwise agreed.

10. Payment Terms (supply and install)

Residential and non-account commercial customers are required to pay a 50% deposit, when requested, prior to a survey being carried out or prior to Goods being ordered. Upon completion of the installation service the balance of the cost shall be required immediately, unless otherwise agreed in writing. If an invoice has been left with or e-mailed to you, payment can be given to our installation engineer before leaving the site. We reserve the right to withhold ordering, delivery, installation, certification, guarantees, or further attendance until all due payments have been received in cleared funds. For account customers, no deposit is required unless otherwise agreed, and payment is due 30 days after completion of installation, unless otherwise agreed.

11. Delivery

Delivery of the Goods will be arranged by Us on the specified date in the quotation, or as soon as reasonably possible after. The Goods will be delivered to the address specified in your request or to another agreed-upon location in writing by both parties. Delivery may occur at any time during the day and must be accepted at any time unless otherwise stated in the special delivery terms. Delivery dates and times are estimates only and are not guaranteed. If You fail to accept delivery, provide access, or make suitable arrangements for delivery, We may charge You for reasonable storage, re-delivery, administration, labour, and related costs.

12. Emergency Call-Out

We do not charge a call-out fee for attending site to assess or carry out emergency works. However, once a quotation has been accepted and our engineers have been dispatched, the works will be considered authorised. In the event that the works are cancelled after our engineers have commenced travel to site, or where materials, including but not limited to glass, have been ordered specifically for the works, we reserve the right to charge a cancellation fee of up to 80% of the total quoted cost. This charge is to cover time, travel, administrative costs, labour allocation, loss of availability, and any materials or services already committed or incurred. Where urgent repairs or maintenance are requested by You, You acknowledge that cancellation rights may not apply to the extent permitted by law.

13. Risk And Ownership

Risk for damage or loss of the Goods transfers to you either during delivery, upon installation, or upon collection by you or your designated carrier, as applicable. Ownership of the Goods will only be transferred to you once we receive full payment for the cost in cash or cleared funds. If full payment is not received as outlined in Clause 9 and Clause 10, we retain the right to reclaim ownership of any Goods, subject to any rights You have as a Consumer. Until ownership passes, You must not sell, dispose of, damage, alter, or remove the Goods without Our written consent.

14. Limitation of Liability

Neither party will be liable for breach-of-contract damages that are unforeseen, indirect, consequential, or speculative. We will not be held responsible for any loss of profit, business interruption, loss of business, loss of opportunity, or business-related loss, as these Terms apply to Consumer purchases only. We will not exclude or limit liability for death or personal injury resulting from our negligence, fraud, fraudulent misrepresentation, or any liability which cannot be excluded or limited by law. If you are a Consumer as defined by the Consumer Rights Act 2015, or a consumer under any other consumer protection legislation, our duties and obligations, your rights and remedies, and our liability to you under such legislation will not be excluded, limited, prejudiced, or affected. This includes any breach of terms and non-conformity of the Goods with the contract. For more information on your legal rights, contact your local Citizens Advice Bureau or Trading Standards Office.

15. Data Protection

In accordance with applicable data protection legislation, including the UK GDPR and Data Protection Act 2018, We will collect, process, and store personal information in accordance with Your rights. For full details on our use of personal data, including purpose, legal basis, rights, and sharing where applicable, please refer to Our Privacy Notice at https://instantglass.co.uk/privacy-policy.

16. Communications

All notices required by these terms must be in writing and signed by the sender or their authorised representative, unless sent by email from an address reasonably understood to belong to the sender. They are considered delivered: (a) upon delivery if delivered by courier or messenger during business hours; (b) upon successful transmission if sent by email without bounce-back or delivery failure notice; or (c) after 5 business days if sent by ordinary mail. All notices must be sent to the most recent address or email provided to the recipient. You are responsible for ensuring that the contact details You provide to Us are accurate and kept up to date.

17. Force Majeure

Neither party will be held accountable for failing to fulfil any contractual obligations if the cause of the failure or delay is due to circumstances beyond their reasonable control, referred to as Force Majeure. This may include, but is not limited to, extreme weather, fire, flood, strikes, labour shortages, supplier delays, transport disruption, power failure, civil disturbance, government action, pandemics, illness, accidents, material shortages, or events affecting manufacturers or suppliers. In such cases, the failure or delay will not be considered a breach of these terms or other contract terms, and any delivery or performance dates will be extended for a reasonable period.

18. No Waiver

No inaction on the part of either Us or You in exercising any rights under these Terms and Conditions constitutes a waiver of that right. Also, any waiver by Us or You of a violation of any provision of these Terms and Conditions does not equate to a waiver of future breaches of that or any other provision. Any waiver must be confirmed in writing to be effective.

19. Severance

If any clause or part of these Terms and Conditions is deemed invalid, unlawful, or unenforceable by a competent authority, it will be deemed removed or amended only to the minimum extent necessary, and it will not impact the validity or enforceability of the remaining provisions.

20. Complaints

We strive to ensure your satisfaction with the Goods and our services, but if you have any complaints, we want to hear from you. All complaints will be taken seriously and promptly addressed. Contact our Customer Relations Team at 0203 890 4116 or by e-mail, or write to us at Instant Glass Ltd Customer Relations Team, UNIT 4, Raleigh Court, Priestley Way, Crawley RH10 9PD. Our policy is to provide a clear, fair complaint process, investigate all complaints fairly and promptly, resolve complaints whenever possible, and gather information for improvement. You must allow Us a reasonable opportunity to inspect, assess, repair, replace, or otherwise resolve any issue before arranging third-party works, unless urgent action is reasonably necessary to prevent further damage or risk.

21. Law And Jurisdiction

These Terms and Conditions, the Contract, and any dispute or claim arising out of or in connection with them shall be governed by the laws of England and Wales. If You are a Consumer resident in another part of the United Kingdom, You will retain any mandatory legal rights that apply in Your place of residence. Nothing in this clause affects Your statutory rights as a Consumer. The courts of England and Wales shall have jurisdiction, subject to any mandatory rights You may have as a Consumer to bring proceedings in another UK jurisdiction.

22. Recorded Calls

Calls may be recorded and stored for reference, evidence, quality control, dispute resolution, and training procedures. Call recordings will be handled in accordance with our Privacy Notice and applicable data protection legislation.

23. Diagnostics

We will charge for diagnostic work where this has been quoted, agreed, or made clear to You before the diagnostic work is carried out. Diagnostic charges cover time, attendance, investigation, assessment, and advice, whether or not You proceed with any recommended remedial works.

24. Guarantees

The standard guarantees for most goods we supply come from the manufacturer. If you need more information, reach out to us. The services we offer typically come with a 6-month labour warranty, although this may be altered, excluded, or shortened and noted on our work report, quotation, invoice, or written correspondence. Guarantees do not cover misuse, accidental damage, wear and tear, poor maintenance, movement in the building, pre-existing defects, customer-supplied materials, third-party interference, or damage caused by others. Your rights under the Consumer Rights Act 2015 are not impacted.

25. Time Limits

The delivery dates and times for Goods mentioned in Clause 11 and the performance of Services are estimates only. We'll do our best to meet these estimates, but we won't be liable for any missed deadlines or resulting losses, financial or otherwise, unless caused by Our breach of a legal duty owed to You that cannot be excluded by law. Time shall not be of the essence unless expressly agreed by Us in writing.

26. Termination And Suspension

We shall be entitled, in our absolute discretion and upon giving to You written notice of our intention, to terminate or suspend the contract if We in good faith have doubts as to the solvency of You, if You fail to make payment when due, if You fail to provide access, if You fail to provide information reasonably required by Us, if You act abusively or threateningly towards Our staff or contractors, if continuing the works would be unsafe or unlawful, or if circumstances arise which make performance of the contract impractical, unsafe, or commercially unreasonable. Termination or suspension shall not affect Our right to recover payment for Goods supplied, services performed, materials ordered, costs incurred, or any other sums properly due under the contract.