Terms of service
& workmanship warranty.

1. Your agreed project

These terms explain our usual service arrangements and should be read with your written quotation and project documents. The quotation records the agreed work, the products and materials to be supplied by each party, the programme and any project-specific arrangements. Your project documents should identify the contracting business and its contact details before you accept the work.

We discuss the room, existing services, preparation and finish before confirming the scope. Work that is not included in your quotation is not automatically included in the installation. Any agreed changes will be recorded in writing. Updated website terms do not retrospectively change an existing agreed contract.

Completing the planner or sending an enquiry does not book installation work. Initial estimates are indicative; the written quotation defines the agreed scope and price. Any quotation expiry is stated on that quotation. Planner layouts and photographs are inspiration, subject to measurements and suitability checks.

2. Payment arrangements

Payment arrangements are agreed for each job and confirmed in your written quotation before you proceed. This may be payment on completion or an agreed deposit and staged payments, depending on the scope.

If a deposit or staged payments apply, the quotation records the amounts, due dates and clear completion milestones. No single percentage schedule automatically applies to all work.

Agreed changes and any effect on payments are confirmed separately in writing. Completion and sign-off do not remove your rights concerning hidden defects or faults discovered later.

3. Bathroom suites and materials supplied by us

Our standard supply fee is 20% on the materials and products we supply. The fee and how it is applied are made clear in the written quotation and included in the agreed quoted charges, rather than added unexpectedly after the work is agreed. Your quotation confirms the total payable and any applicable VAT.

This supply arrangement covers the time involved in managing items we supply. If an item arrives damaged and needs replacing, we handle the reordering and cover the associated labour time needed to fit the replacement, including refitting where necessary. We keep you informed if replacement delivery affects the programme.

We agree any proposed product substitution with you before proceeding. Please report visible delivery damage promptly so we can arrange help; this is not a short deadline that removes your legal rights.

Where goods supplied by us are faulty, your statutory rights against us as the supplier apply. A manufacturer's warranty is additional protection; it does not replace those rights or our responsibilities for the installation. Any remedy we are legally required to provide is not charged as extra work.

4. Bathroom suites and materials supplied by you

Please discuss your proposed products with us before ordering. We can consider dimensions, connections, compatibility and delivery timing against the agreed installation. Customer-supplied items need to be available in time for the relevant work and supplied with the required components and instructions.

If an item you supply is damaged, faulty, incorrect, incomplete or late, the installation may need to be rearranged. Reasonable additional time needed because of that supply issue may be chargeable, including a return visit, removal of a faulty item and fitting its replacement. We explain the issue and agree the additional work, charge or charging basis, and any programme change with you before proceeding.

For example, if a correctly fitted customer-supplied tap is found to have a manufacturing fault and requires replacement, the extra removal and refitting time may be chargeable once agreed. You would normally arrange the product replacement with the retailer who supplied it.

We do not charge you to correct faults caused by our own installation workmanship. We also remain responsible for carrying out our work with reasonable care and skill; this section does not excuse fitting an item we know, or should reasonably recognise, is unsuitable or defective.

5. Changes, additional work and delays

If you request a change, or preparation reveals something outside the agreed scope, we explain the proposed work and its effect on the price and programme before seeking your agreement. Extra work is not treated as automatically authorised.

Where a delivery issue, unexpected condition or agreed change affects the programme, we discuss the practical next steps and revised timing. Any proposed additional charge needs to be reasonable, explained and agreed; a delay does not automatically create a charge.

Concealed damage or unsafe conditions may only become apparent when existing fittings are removed. If we find suspected hazardous material or unsafe services, we pause the affected work, explain the concern and agree a safe way forward, including specialist assessment where needed. This does not remove our responsibility for reasonable checks and careful preparation.

6. One-year labour warranty

We provide a 12-month labour warranty on our installation workmanship, starting from completion and handover of the agreed work. If a fault is caused by our workmanship and falls within this warranty, we will assess it and put it right without charging you for the covered remedial work.

Our workmanship cover applies to the fitting work we carry out, including when you supply the suite or materials. It does not turn a manufacturing fault in a customer-supplied product into a workmanship fault.

The voluntary warranty does not cover faults caused by normal wear and tear, accidental damage, misuse, unsuitable cleaning or failure to follow reasonable care instructions. These exclusions apply only where that is the cause of the issue; they do not exclude a defect caused by our workmanship or override your statutory rights.

Product warranties vary by manufacturer and item. We explain the relevant product information for items we supply and keep workmanship cover distinct from product cover.

This warranty is additional to your statutory rights. Those rights are not limited to the 12-month warranty period. No part of these terms excludes rights or liabilities that cannot lawfully be excluded.

7. Reporting a problem and aftercare

Contact us as soon as you notice a problem, with your name, project details, a description and photographs if helpful. We will discuss an assessment and a suitable next step. Please take reasonable steps to limit further damage where it is safe to do so, such as isolating a leaking fitting if you can safely access the appropriate valve.

Keep the quotation, invoices, handover information and relevant product-care instructions. If a product issue arises, we will explain whether the next step concerns our workmanship, an item we supplied or a customer-supplied item. Contacting us first is helpful, but does not prevent you exercising any legal right to urgent remedial action or another remedy.

At handover we review the work with you, record any outstanding snags and agree how they will be resolved. We explain relevant drying or curing times and care guidance, and provide applicable handover documents and certificates for the work carried out. Please follow the agreed guidance before using new finishes.

8. Access, protection and rubbish removal

We agree access to the work area and the practical arrangements for the installation. We use appropriate protection for the surfaces and access routes involved, and take reasonable care of your home during the works.

Before starting, we agree safe access, storage, delivery timing and any temporary loss of bathroom facilities or utilities. Please keep children and pets clear of work areas. We confirm which surrounding repairs and decoration are included; this does not exclude responsibility for damage we cause through a lack of reasonable care.

Please tell us about any property restrictions or permissions you know about, including landlord or freeholder requirements. We agree who will arrange any necessary approvals before the relevant work starts. We remain responsible for complying with legal requirements applying to our work.

Rubbish removal is arranged separately and is not automatically included in our installation price. We can assist with obtaining skip or waste-removal quotations. Optional work, such as supplying and fitting a new bathroom door, must be included in the agreed quotation if required.

9. Cancellation and deposits

Your statutory cancellation rights depend on how the contract is made and what it covers. Many contracts agreed at home or at a distance carry a 14-day cancellation right. Where these rights apply, the applicable cancellation information, instructions and model cancellation form must be provided before the contract is agreed, together with confirmation you can keep.

Where you want services to start during an applicable cancellation period, we obtain the required express request, in writing where required, and explain the consequences before starting. Any payment for services provided before cancellation is subject to the applicable legal conditions. Starting work does not automatically waive all cancellation rights.

A deposit is not automatically forfeited in full if a project is cancelled. Any deduction or cancellation charge must be lawful, fair and proportionate to recoverable losses, with reasonable steps taken to reduce those losses. We explain any proposed deduction and refund sums due in accordance with your rights.

10. Questions or concerns

Please ask us to clarify anything before accepting a quotation. If you are unhappy with the work or service, contact us so we can discuss the concern and seek a fair resolution. These terms do not restrict your access to statutory remedies or the courts.

We acknowledge concerns promptly, investigate the relevant details and explain our proposed response and next steps. Where an inspection is needed, we arrange reasonable access with you. If we cannot resolve a complaint, we explain our position in writing and provide any dispute-resolution information required by law.

Photographs submitted with an enquiry are used to discuss and assess your project. Sending them does not give permission to publish them. Any use of identifiable customer project photographs for our portfolio or marketing is agreed separately.

Talk to The Bathroom Project: lee@thebathroomproject.co or 07854 889819. For information about enquiry details and photographs, see our privacy policy.