Terms & Conditions of Service

1.1 Civic Property Care provides property maintenance services including, but not limited to, general repairs, grounds maintenance, cleaning, painting and decorating, plumbing, electrical work (carried out only by qualified personnel), and general handyman services.

1.2 The specific scope of work for any job will be agreed with the Customer in advance, either verbally or in writing, and may be confirmed via a quote, estimate, or work order.

1.3 Any additional work requested outside the agreed scope will be treated as a separate instruction and may be subject to additional charges.

2.1 Quotes provided are valid for 30 days from the date of issue unless otherwise stated.

2.2 Quotes are based on the information and access provided at the time of inspection. If the actual condition of the property differs from what was assessed, the Company reserves the right to revise the quote accordingly, and will notify the Customer before proceeding with any additional work.

2.3 Estimates are approximate and may vary depending on materials, labour, and unforeseen circumstances discovered once work has commenced.

3.1 All appointments are scheduled in agreement with the Customer. While we aim to be punctual, arrival times may vary due to traffic, weather, or the duration of previous jobs.

3.2 The Customer agrees to provide safe and reasonable access to the property at the agreed time. If access cannot be provided, the Company reserves the right to charge a call-out fee.

3.3 If the Customer wishes to cancel or reschedule an appointment, at least 24 hours' notice should be given. Cancellations made with less notice may incur a cancellation charge to cover lost time and any pre-purchased materials.

4.1 Payment terms will be confirmed at the time of booking or on the invoice provided. Accepted payment methods will be specified on the invoice.

4.2 Invoices are due for payment within the timeframe stated on the invoice.

4.3 For larger projects, the Company may request a deposit before work begins, with the balance payable on completion.

4.4 Failure to settle an invoice within the agreed period may result in work being paused on any ongoing or future jobs until the account is brought up to date.

5.1 Unless otherwise agreed, the Company will supply all materials required to complete the work, and the cost of these will be included in the quote or invoice.

5.2 If the Customer wishes to supply their own materials, the Company cannot guarantee the quality, suitability, or performance of those materials and accepts no liability for issues arising from their use.

5.3 Any materials left over after completion of the work remain the property of the Company unless otherwise agreed.

6.1 All work is carried out to a professional standard by trained and, where applicable, appropriately certified personnel.

6.2 Where a guarantee is offered on workmanship, the duration and scope of that guarantee will be confirmed in writing at the time of the job.

6.3 Guarantees do not cover damage caused by misuse, lack of maintenance, accidental damage, or normal wear and tear following completion of the work.

7.1 The Customer must ensure the work area is reasonably accessible, clear of obstructions, and safe for our team to carry out the agreed work.

7.2 The Customer should disclose any known issues with the property that may affect the work, such as structural concerns, asbestos, or pest infestations.

7.3 Pets should be kept away from the work area for the safety of both the animal and our team.

8.1 The Company follows recognised health and safety practices on all jobs.

8.2 The Customer agrees to inform the Company of any specific hazards on site that our team should be aware of before work begins.

8.3 The Company reserves the right to pause or decline work if site conditions are deemed unsafe, until the issue is resolved.

9.1 The Company holds appropriate liability insurance for the services it provides.

9.2 The Company will take all reasonable care to avoid damage to the Customer's property. In the unlikely event that damage occurs as a direct result of our work, this should be reported as soon as possible so it can be assessed and addressed.

9.3 The Company is not responsible for pre-existing damage, defects, or issues that become apparent during the course of work but were not caused by the Company.

10.1 If the Customer cancels a confirmed booking, the notice requirements set out in Section 3 will apply.

10.2 If a deposit has been paid and the Customer cancels the work entirely, any refund will take into account costs already incurred by the Company, such as materials ordered or time already allocated.

10.3 If work is found to be incomplete or not carried out to the agreed standard, the Company will return to assess and, where appropriate, remedy the issue at no additional cost.

11.1 The Company will not be held responsible for delays or failure to perform any obligation due to circumstances beyond its reasonable control, including but not limited to extreme weather, illness, supply shortages, or other unforeseen events.

11.2 In such circumstances, the Company will inform the Customer as soon as possible and arrange an alternative date.

12.1 If the Customer is unhappy with any aspect of the work, they should contact the Company as soon as possible so the matter can be looked into and resolved promptly.

12.2 The Company aims to acknowledge and respond to all complaints within a reasonable timeframe.

13.1 Any personal information provided by the Customer will be used solely for the purpose of providing and managing the requested services and will be kept secure and confidential.

13.2 The Company will not share Customer information with third parties except where necessary to carry out the agreed work (for example, suppliers or subcontractors).

14.1 The Company may update these Terms from time to time. The most current version will apply to any new bookings made after the update.