Terms and Conditions

1. About Us

These Terms and Conditions ("Terms") govern your use of services provided by R13 Window Dr Ltd ("we", "us", "our", or "the Company"), a company registered in England and Wales.

Company Details:
Registered Company Name: R13 Window Dr Ltd
Company Number: 13695645
Registered Office: Flat 35, 8 Hillside, London, England, NW10 8GH
Email: rares@r13windowdr.co.uk
Phone: +44 7378 558 938

2. Acceptance of Terms

By engaging our services, requesting a quote, or using our website, you agree to be bound by these Terms and Conditions. If you do not agree with any part of these Terms, please do not use our services.

3. Services Provided

R13 Window Dr Ltd specializes in glass restoration and window services, including but not limited to:

• Glass scratch removal and restoration
• Commercial glass restoration
• Graffiti removal from glass
• Shower screen and bathroom glass restoration
• Window repair and maintenance
• Heritage and listed building glass work
• French polishing and surface restoration
• Emergency glass repair and boarding
• Kitchen and bathroom glass splashbacks

4. Quotations and Pricing

4.1 Free Quote Process

• Photo/Video Assessment: We offer a free initial assessment based on photos or videos you provide
• On-Site Assessment: A £35 on-site assessment fee applies for in-person evaluations. This fee is fully deductible from the final job cost if you proceed with our services

4.2 Quote Validity

• All quotations are valid for 30 days from the date of issue unless otherwise stated
• Quotations are based on the information provided and may be subject to adjustment following on-site inspection
• Prices quoted are in British Pounds (GBP) and include VAT unless otherwise stated

4.3 Price Variations

We reserve the right to revise quotations if:

• The actual condition of the glass differs significantly from the initial assessment
• Additional work or materials are required that were not apparent during the initial assessment
• Access issues or safety concerns arise that require additional equipment or labor

Any variations will be communicated to you before proceeding with the work.

5. Booking and Scheduling

5.1 Confirmation

A booking is confirmed once:

• You have accepted our quotation (verbally, in writing, or via email/WhatsApp)
• Any required deposit has been paid
• A service date has been mutually agreed upon

5.2 Deposits

For certain services or large projects, we may require a deposit of up to 50% of the total quoted price. Deposits are non-refundable unless we cancel the service.

5.3 Rescheduling

• If you need to reschedule, please provide at least 48 hours' notice
• Rescheduling with less than 48 hours' notice may incur a £50 administration fee
• We reserve the right to reschedule due to unforeseen circumstances (e.g., severe weather, equipment failure, or emergencies)

6. Payment Terms

6.1 Payment Methods

We accept payment via:

• Bank transfer (preferred method for larger projects)
• Credit/Debit card
• Cash (for smaller jobs, subject to availability)

6.2 Payment Due Date

• Residential Clients: Payment is due upon completion of work unless otherwise agreed in writing
• Commercial Clients: Payment terms of 7-30 days may be available for established accounts
• Large Projects: Stage payments may be agreed upon in advance

6.3 Late Payment

Overdue invoices may incur interest at a rate of 8% per annum above the Bank of England base rate, in accordance with the Late Payment of Commercial Debts (Interest) Act 1998.

7. Service Delivery and Performance

7.1 Access and Site Conditions

You agree to:

• Provide safe and reasonable access to the work area
• Ensure adequate parking or work space for our technicians and equipment
• Inform us of any hazards, asbestos, or safety concerns on-site
• Ensure utilities (water, electricity) are available if required

7.2 Service Limitations

While we strive to achieve the best possible results, please note:

• Deep scratches or damage may not be fully removable without affecting glass integrity
• Some types of damage (e.g., acid etching, internal laminate damage) may be irreversible
• We will assess each job and advise on realistic outcomes before commencing work
• We do not work with leaded lights, Crown glass, or Cylinder glass

7.3 Work Not Undertaken

We reserve the right to refuse or discontinue work if:

• Safe access cannot be provided
• The damage is beyond repair or poses safety risks
• Payment terms are not met
• The client's behavior is abusive or threatening to our staff

8. Warranties and Guarantees

8.1 Workmanship Guarantee

We guarantee our workmanship for a period of 12 months from the date of service completion. If defects arise due to our workmanship during this period, we will rectify the issue free of charge.

8.2 Exclusions from Guarantee

Our guarantee does not cover:

• Damage caused by improper use, cleaning, or maintenance after our work
• New scratches or damage occurring after service completion
• Normal wear and tear
• Damage caused by third parties or natural disasters
• Pre-existing issues that were identified and not addressed during the initial service

8.3 Materials and Products

Any materials or parts supplied by us are covered by the manufacturer's warranty. We will assist with warranty claims where applicable.

9. Liability and Insurance

9.1 Public Liability Insurance

We maintain public liability insurance covering up to £5,000,000 for property damage and personal injury arising from our work.

9.2 Limitation of Liability

To the extent permitted by law:

• Our total liability for any claim shall not exceed the value of the service provided
• We are not liable for indirect, consequential, or economic losses (e.g., loss of business, profits, or opportunities)
• We are not responsible for damage to glass that is inherently defective or structurally unsound

9.3 Customer Responsibilities

You are responsible for ensuring that glass surfaces are structurally sound and suitable for restoration. We recommend a structural assessment for older or heritage glass before proceeding.

10. Cancellation Policy

10.1 Cancellation by Customer

• More than 48 hours before appointment: Full refund of any deposit (minus any costs already incurred)
• Less than 48 hours before appointment: 50% cancellation fee applies
• No-show or same-day cancellation: Full cancellation fee applies

10.2 Cancellation by R13 Window Dr

If we need to cancel or reschedule, we will provide as much notice as possible and offer alternative dates. Any deposits paid will be fully refunded if you choose not to reschedule.

11. Health and Safety

We comply with all relevant health and safety legislation, including the Health and Safety at Work Act 1974. Our technicians are trained and equipped with appropriate personal protective equipment (PPE).

If you have concerns about site safety or specific hazards, please inform us before work commences.

12. Complaints and Disputes

12.1 Complaint Procedure

If you are dissatisfied with our service:

1. Contact us immediately via phone (+44 7378 558 938) or email (rares@r13windowdr.co.uk)
2. Provide details of your complaint, including photos or evidence where relevant
3. We will acknowledge your complaint within 2 working days and aim to resolve it within 14 days

12.2 Dispute Resolution

If we cannot resolve a dispute through direct communication, we agree to attempt mediation before pursuing legal action. Any disputes will be governed by the laws of England and Wales.

13. Data Protection and Privacy

We process your personal data in accordance with UK GDPR and the Data Protection Act 2018. Please refer to our Privacy Policy for detailed information on how we collect, use, and protect your data.

14. Intellectual Property

All content on our website, including text, images, logos, and branding, is the property of R13 Window Dr Ltd and is protected by copyright and trademark laws. You may not reproduce, distribute, or use our content without prior written permission.

We may use photos or videos of completed work (before/after images) for marketing purposes unless you specifically request otherwise.

15. Force Majeure

We are not liable for delays or failure to perform our obligations due to circumstances beyond our reasonable control, including but not limited to:

• Severe weather conditions
• Natural disasters
• Pandemics or public health emergencies
• Government restrictions or regulations
• Strikes or labor disputes
• Supplier failures or material shortages

16. Subcontracting

We reserve the right to subcontract work to qualified specialists where necessary (e.g., leaded light work, structural repairs). Any subcontractors used will be subject to the same standards and obligations as our own staff.

17. Changes to Terms and Conditions

We may update these Terms and Conditions from time to time. The "Last Updated" date at the top of this page indicates when these Terms were last revised. Continued use of our services after changes constitutes acceptance of the updated Terms.

18. Severability

If any provision of these Terms is found to be invalid or unenforceable by a court, the remaining provisions shall remain in full force and effect.

19. Entire Agreement

These Terms and Conditions, together with our quotation and any written agreements, constitute the entire agreement between you and R13 Window Dr Ltd and supersede all prior understandings or agreements.

20. Governing Law and Jurisdiction

These Terms and Conditions are governed by the laws of England and Wales. Any disputes arising from these Terms or our services shall be subject to the exclusive jurisdiction of the courts of England and Wales.

21. Contact Information

For questions or concerns about these Terms and Conditions, please contact us:

R13 Window Dr Ltd
Email: rares@r13windowdr.co.uk
Phone: +44 7378 558 938
WhatsApp: +44 7378 558 938
Address: Flat 35, 8 Hillside, London, England, NW10 8GH