Terms and Conditions

Last updated: 04 July 2026

1. Acceptance of Terms

An instruction to proceed with works, whether given verbally, in writing, by email, text message, WhatsApp, purchase order, or any other form of communication, will be treated as acceptance of the quotation or estimate and these Terms and Conditions, provided these terms have been supplied or made available before the instruction is given.

Where a managing agent, landlord, director, tenant, occupier, or other representative instructs works, they confirm that they have authority to do so.

2. Quotations and Estimates

A quotation is a fixed-price offer for the specific works described, subject to the stated assumptions, exclusions, and conditions. Unless stated otherwise, quotations are valid for 30 days.

An estimate is an approximate price based on the information available at the time. Estimates may vary if the works take longer than expected, if additional materials are required, or if unforeseen issues are discovered.

Prices apply only to the works described. Any additional works, changes, delays, return visits, specialist materials, access equipment, parking, congestion charges, permits, or other costs not included in the quotation may be charged separately.

3. Scope of Works

Works will be carried out as described in the quotation, estimate, job sheet, or written agreement.

The scope includes only the labour, materials, preparation, access, making good, waste removal, certification, reporting, and attendance specifically stated. Anything not expressly included is excluded.

Any change to the agreed scope must be agreed before the additional work proceeds, unless urgent action is reasonably required to prevent damage, danger, or further loss. Additional work may be quoted separately or charged on a time-and-materials basis.

4. Fault-Finding, Investigation, and Diagnosis

Where the work involves fault-finding, tracing, testing, diagnosis, inspection, leak investigation, electrical investigation, drainage investigation, or investigation of hidden services, any quoted price is for the attendance, time, testing, and investigation described, unless a guaranteed repair is expressly stated.

Fault-finding does not guarantee that the fault will be located or repaired within the initial visit. Further works, parts, specialist equipment, access, lifting of floors, opening of walls or ceilings, excavation, or third-party services may be required and will be quoted or charged separately.

Complete Maintenance is not responsible for the cost of rectifying pre-existing defects, unsafe installations, poor workmanship by others, concealed damage, inaccessible services, or issues that could not reasonably be identified before work commenced.

5. Electrical Works

Electrical works will be carried out with reasonable care and skill and, where applicable, in accordance with relevant regulations, standards, and good industry practice.

Electrical testing, inspection, fault-finding, or remedial work may reveal pre-existing defects, unsafe conditions, damaged cables, overloaded circuits, incorrect alterations, non-compliant installations, or further works required. Unless specifically included in the quotation, the cost of rectifying such issues is excluded and will be quoted separately.

Electrical certificates, reports, schedules, photographs, or test results will be provided where they are included in the agreed scope or required for the type of work carried out.

The customer must notify Complete Maintenance before work starts if sensitive equipment, medical equipment, servers, alarms, access-control systems, refrigeration, life-safety systems, pumps, or other critical equipment is connected to circuits that may be isolated, tested, or affected during the works.

Complete Maintenance is not responsible for loss of data, equipment reset, nuisance activation, programming loss, battery failure, or disruption caused by necessary isolation, testing, power interruption, or pre-existing faults, unless caused by our negligence.

6. Workmanship Guarantee

Complete Maintenance guarantees its workmanship for 12 months from completion unless a different period is stated in writing.

This guarantee covers defects caused by faulty workmanship. It does not cover fair wear and tear, misuse, accidental damage, tenant or occupier damage, lack of maintenance, third-party interference, vandalism, alterations by others, damp, leaks, condensation, mould, structural movement, defective existing surfaces, defective existing installations, or failure of materials not supplied by Complete Maintenance.

Any products, parts, appliances, fittings, fixtures, or components supplied by Complete Maintenance are covered by the relevant manufacturer’s warranty where applicable. Manufacturer warranties are subject to the manufacturer’s own terms and conditions.

The customer must notify Complete Maintenance of any alleged defect as soon as reasonably possible and must allow Complete Maintenance a reasonable opportunity to inspect and, where appropriate, put right the issue before instructing others. This does not apply where urgent action is reasonably required to prevent damage or danger.

7. Decorating, Finishes, Silicone, Grout, and Wet Areas

For painting and decorating works, the workmanship guarantee covers defects directly caused by poor application, such as peeling, blistering, or flaking under normal internal conditions.

The guarantee does not cover hairline cracking, settlement movement, minor caulk shrinkage, impact damage, scuffing, staining, water damage, damp, mould, condensation, nicotine staining, grease, contamination, poor ventilation, defective plaster, previously failed coatings, or issues caused by the condition of the existing surface.

Wet area finishes, including silicone, grout, sealants, bath panels, shower screens, and associated finishes, depend on correct ventilation, cleaning, maintenance, and the condition of the surrounding structure. Failures caused by moisture ingress, recurring leaks, condensation, movement, misuse, inadequate ventilation, or lack of maintenance are excluded.

8. Surface Preparation and Making Good

Complete Maintenance will take reasonable care when carrying out works and will make reasonable efforts to leave disturbed areas safe and tidy.

Basic making good may include refitting lifted floorboards, replacing access panels, small patch repairs, or basic filling where this is included or reasonably incidental to the works.

Making good does not include full redecoration, plastering, tiling, flooring, carpet fitting, specialist finishes, matching existing finishes, or professional cleaning unless specifically included in the quotation.

Where access is required through walls, ceilings, floors, boxing, tiles, cupboards, decorations, or other finished surfaces, damage may be unavoidable. Complete Maintenance is not responsible for the cost of full reinstatement unless this has been expressly included.

9. Hidden Defects and Existing Conditions

Complete Maintenance is not responsible for hidden or pre-existing defects, including but not limited to damp, rotten timber, defective plaster, unsafe wiring, damaged pipework, blocked drains, poor previous repairs, structural movement, defective substrates, asbestos, buried services, concealed leaks, or installations that do not comply with current standards.

If hidden defects are discovered, work may need to stop or be varied. Additional works, materials, labour, specialist attendance, access equipment, surveys, or reports may be required and charged separately.

10. Access and Site Conditions

The customer must provide safe, clear, and reasonable access to the work area. The work area should be cleared of personal belongings, furniture, valuables, fragile items, vehicles, obstructions, and any items that may prevent or delay the works.

Complete Maintenance is not responsible for damage to items that have not been moved or protected by the customer before work starts, unless caused by our negligence.

The customer must ensure that keys, access codes, parking arrangements, permits, permissions, and site contacts are available when required. Waiting time, failed appointments, aborted visits, key collection, restricted access, or return visits caused by access issues may be charged.

Where works are in communal buildings, leasehold properties, rented properties, managed sites, or commercial premises, the customer is responsible for ensuring that all necessary permissions, notices, access arrangements, and consents are in place.

11. Parking, Permits, Congestion Charges, and Access Equipment

Parking costs, congestion charges, ULEZ or clean-air charges, permits, tolls, specialist access equipment, scaffold, towers, ladders above normal trade use, lifting equipment, plant hire, and other site-specific access costs are excluded unless specifically included in the quotation.

Where such costs are required, they may be charged at cost or included in a revised quotation.

12. Health and Safety

Works will be carried out in accordance with applicable health and safety requirements and good working practice.

Complete Maintenance may refuse to start or continue work where conditions are unsafe, where access is unsuitable, where hazardous materials are suspected, where the site is not reasonably clear, or where continuing the work would create a risk to persons or property.

The customer must inform Complete Maintenance of any known hazards before work starts, including asbestos, fragile surfaces, unsafe structures, aggressive animals, dangerous occupants, contaminated materials, restricted access, or known defects.

13. Asbestos and Hazardous Materials

If asbestos or other hazardous materials are known, suspected, or discovered, work may be suspended immediately.

The customer is responsible for arranging any necessary surveys, testing, removal, encapsulation, specialist attendance, or clearance certificates unless expressly agreed otherwise.

Complete Maintenance is not responsible for costs arising from the identification, management, removal, or delay caused by asbestos or hazardous materials unless specifically included in the agreed scope.

14. Materials and Customer-Supplied Items

Materials supplied by Complete Maintenance remain the property of Complete Maintenance until paid for in full, so far as legally permitted.

Complete Maintenance may refuse to install customer-supplied materials if they appear unsuitable, unsafe, damaged, incomplete, poor quality, non-compliant, or incompatible with the works.

Where customer-supplied materials are installed, Complete Maintenance is not responsible for defects, missing parts, compatibility issues, manufacturer faults, lack of warranty, premature failure, or the suitability of those materials unless caused by our workmanship.

Additional time caused by defective, missing, unsuitable, or incomplete customer-supplied materials may be charged.

15. Waste Removal and Clean-Up

Waste generated by the agreed works will be removed from site unless otherwise stated.

The site will be left reasonably tidy on completion. This does not include professional cleaning, deep cleaning, carpet cleaning, dust-free cleaning, or specialist cleaning unless specifically included.

Where large quantities of waste, hazardous waste, electrical waste, rubble, soil, sanitary waste, or specialist disposal are required, additional charges may apply unless already included.

16. Photographs, Videos, and Records

Complete Maintenance may take photographs or videos before, during, and after the works for record keeping, reporting, evidence of condition, quality control, insurance, quotations, and customer communication.

Photographs or videos will not be used for marketing without consent.

17. Variations and Additional Work

Any variation to the agreed scope must be agreed before the additional work proceeds, unless urgent action is reasonably required to prevent damage, danger, or further loss.

Variations may be agreed by email, text message, WhatsApp, verbal instruction, purchase order, or other written communication. Complete Maintenance may invoice agreed variations separately or include them on the final invoice.

Where the customer requests additional works while on site, these may be charged on a time-and-materials basis unless a fixed price is agreed.

18. Provisional Sums and Allowances

Where a quotation includes a provisional sum, allowance, estimated material cost, or estimated time allowance, this is not a fixed price for that item. The final charge may increase or decrease depending on the actual cost, time, availability, or scope required.

19. Payment Terms

Invoices are payable within 7 days unless otherwise agreed in writing.

Complete Maintenance may request an advance payment, deposit, or staged payment to cover mobilisation, booked labour, materials, specialist parts, hire costs, or project costs.

For projects requiring multiple visits or multiple days on site, interim invoices or staged payments may be issued at reasonable intervals to reflect work completed, materials supplied, and costs incurred.

Provisional sums, additional works, and agreed variations may be invoiced as incurred, at the next interim stage, or on completion.

For business customers, late payments may incur statutory interest and fixed debt recovery costs in accordance with late payment legislation.

For consumer customers, Complete Maintenance reserves the right to claim interest, reasonable recovery costs, court fees, and other costs where permitted by law.

Complete Maintenance reserves the right to pause, postpone, or cancel ongoing works where payment terms are not met. Any resulting delay, remobilisation, storage, or additional cost may be charged.

Any discounts offered are conditional on payment being received within the agreed payment period. Complete Maintenance reserves the right to remove discounts where payment is late.

20. Cancellation by the Customer

For business customers, cancellations made within 7 days of the scheduled start date may incur charges for reasonable administration, booked labour, materials ordered, hire charges, specialist parts, and other costs already incurred.

For consumer customers, where cancellation rights apply under consumer contract regulations, the customer may have the right to cancel within 14 days of accepting the quotation.

If the customer asks Complete Maintenance to begin work during any applicable cancellation period, the customer agrees to pay for any work carried out, materials supplied, and costs reasonably incurred up to the point of cancellation.

Where goods or materials have been specially ordered, made to measure, custom-made, personalised, or supplied specifically for the customer’s works, cancellation rights may be limited as permitted by law.

If work has already commenced, Complete Maintenance may invoice for labour, materials, expenses, and time reasonably incurred up to the point of cancellation.

21. Cancellation or Delay by Complete Maintenance

Complete Maintenance may cancel, postpone, or rearrange works due to illness, emergency works, unsafe site conditions, lack of access, non-payment, material shortages, supplier delays, vehicle issues, extreme weather, or events beyond our reasonable control.

Where possible, reasonable notice will be given.

Complete Maintenance is not liable for losses caused by delays or rearranged appointments unless caused by our negligence or breach of contract.

22. Liability and Insurance

Complete Maintenance holds public liability insurance covering accidental damage up to £1,000,000.

Complete Maintenance is responsible for loss or damage caused by our negligence or breach of contract, subject to the limits of these terms and applicable law.

Complete Maintenance is not responsible for pre-existing defects, damage caused by third parties, misuse, lack of maintenance, hidden defects, unsafe existing installations, structural issues, damp, mould, condensation, leaks, pest damage, weather damage, or issues arising from works carried out by others.

For business customers only, Complete Maintenance is not liable for indirect losses, loss of profit, loss of rent, loss of business, loss of opportunity, loss of goodwill, or consequential losses.

Nothing in these terms excludes or limits liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud, or any statutory rights that cannot legally be excluded.

23. Complaints and Defects

Any concerns about the works should be raised as soon as reasonably possible.

The customer must allow Complete Maintenance a reasonable opportunity to inspect the issue and, where appropriate, put it right.

If another contractor is instructed to alter, repair, remove, or interfere with the works before Complete Maintenance has had a reasonable opportunity to inspect them, the workmanship guarantee may no longer apply, except where urgent action was reasonably required to prevent damage or danger.

24. Force Majeure

Complete Maintenance is not responsible for delays or failure to perform caused by events beyond our reasonable control, including extreme weather, illness, accidents, road closures, supplier delays, material shortages, power cuts, strikes, emergencies, access restrictions, pandemics, acts of government, or other events outside our control.

25. Governing Law

These Terms and Conditions are governed by the laws of England and Wales.

Any dispute will be dealt with by the courts of England and Wales unless applicable consumer law requires otherwise.

26. Statutory Rights

Nothing in these Terms and Conditions affects the customer’s statutory rights.

Where the customer is a consumer, Complete Maintenance will carry out the service with reasonable care and skill and in accordance with applicable consumer protection law.