Terms & Conditions

1. Quotations

Our quotation is based on the work we can reasonably assess at the time it is prepared. The quotation will set out the work we have agreed to carry out and, where applicable, the materials included.

Unless stated otherwise, a fixed quotation includes the labour and materials required for the work described in that quotation.

Work that is not included in the original quotation will be treated as additional work and may be charged separately.

2. Changes and Additional Work

Customers sometimes ask for changes once a job has started. This may include extra rooms, additional preparation, colour changes, repairs or other work that was not originally agreed.

Where this happens, the price and timescale may need to change. We will discuss significant additional work with you before carrying it out wherever reasonably possible.

3. Access to the Work Area

We need reasonable access to the areas being painted or decorated. The customer is responsible for making sure we can reach and work in those areas safely.

Where scaffolding, towers, lifting equipment or other specialist access is required, this will be discussed separately. Unless specifically included in our quotation, specialist access costs are not included.

4. Preparing the Area Before We Arrive

Unless we have agreed otherwise, work areas should be reasonably clear before we arrive.

Valuable, fragile and personal items should be moved away from the work area wherever possible. If large items cannot be moved, please tell us before the work begins.

Customers should also tell us about any known leaks, damp, unstable surfaces, hidden damage or other problems that may affect the work.

5. Parking

Please make us aware of any parking restrictions, permits or access problems before the agreed start date.

If we are unable to work because suitable access or agreed parking is unavailable, we may charge reasonable costs for avoidable lost time or additional expenses.

6. Existing Paint and Surface Condition

A new paint finish depends partly on the condition of the surface beneath it. Existing paint, plaster, filler, timber, metal, uPVC and other surfaces can sometimes contain defects that are not visible before work starts.

We cannot guarantee old paint or coatings that are already loose, peeling, cracking, poorly bonded, damp or otherwise unstable.

If hidden problems become visible during preparation, we will explain the issue where reasonably possible. Extra repair or preparation work may carry an additional charge.

7. Masking Tape and Protective Materials

Painting and spray painting often require masking tape, protective film, paper and similar materials.

We take reasonable care when applying and removing masking products. However, tape can sometimes lift weak, poorly bonded or already defective paint.

We are not responsible for the failure of an existing coating where that coating was already unstable or inadequately bonded to the surface beneath it.

8. Silicone, Sealants and Rubber Components

Paint does not always bond reliably to silicone, flexible sealants, rubber seals or gaskets.

Where these materials are painted, there is an increased risk of peeling, cracking or loss of adhesion. For this reason, we cannot guarantee the long-term performance of coatings applied directly to unsuitable silicone, sealant, rubber or gasket materials.

In some cases, replacing sealant after painting is the better option. We are happy to advise where relevant.

9. Colour Choice

The customer is responsible for approving the final colour before it is applied.

We can offer guidance, but colours can appear different depending on lighting, surroundings, surface texture and the type of coating used. Colours shown on phones, tablets and computer screens should only be used as a guide.

We strongly recommend checking a physical colour card, swatch or sample before making a final choice.

If a customer changes their mind after a colour has been mixed, ordered or applied, additional costs may apply.

10. Matt, Satin and Gloss Finishes

Different finishes offer different appearances and levels of durability. A low-sheen matt finish will usually behave differently from satin, semi-gloss or full gloss.

As a general guide, finish levels may fall around the following ranges:

• Matt: approximately 0% to 3% sheen
• Satin: approximately 15% to 30% sheen
• Semi-gloss: approximately 40% to 60% sheen
• Full gloss: approximately 90% sheen

These figures are only a guide and may vary by manufacturer and product.

Matt and low-sheen finishes can be more difficult to clean, particularly on kitchens, cupboards, doors and other frequently touched surfaces. Marks or stains caused by normal use are not considered a workmanship fault.

Where suitable, an additional protective lacquer may be available. Please ask about this before work begins.

11. Customer-Supplied Paint and Materials

If you ask us to use paint or materials supplied by you, we cannot guarantee the quality, compatibility, coverage or durability of those products.

We remain responsible for carrying out our own work with reasonable care, but we cannot accept responsibility for a failure caused by an unsuitable or defective product supplied by the customer.

12. Our Five-Year Guarantee

Unless we state otherwise in writing, qualifying painting and paint spraying work carried out by One Stop Services is covered by a five-year workmanship guarantee.

The guarantee covers peeling or cracking where this is caused by a failure in our covered workmanship.

The guarantee does not cover:

• Normal wear and tear
• Scratches, chips or impact damage
• Damage caused by misuse or neglect
• Damage caused by harsh or unsuitable cleaning products
• Failure of old paint or coatings beneath our work
• Movement or failure of the underlying surface
• Damp, leaks, condensation or water ingress
• Damage caused by later building or repair work
• Damage caused by other contractors or third parties
• Failure of unsuitable silicone, sealants, rubber or gaskets
• Failure caused by customer-supplied materials

This guarantee is additional to any rights that cannot lawfully be excluded.

13. Looking After Painted Surfaces

Painted surfaces should be cleaned carefully and in a way that is suitable for the product used.

Unless the paint manufacturer recommends otherwise, we advise using a soft damp cloth and avoiding abrasive pads, strong chemicals and solvents.

Newly painted surfaces may also need time to fully cure before heavy cleaning or repeated contact.

14. Delays and Unexpected Events

We will make reasonable efforts to carry out work within the agreed timescale, but completion dates can sometimes be affected by circumstances outside our reasonable control.

Examples include severe weather, delayed materials, restricted access, hidden defects, illness, emergencies or additional work requested by the customer.

Where a significant delay occurs, we will keep you informed as reasonably possible.

15. Completion and Final Inspection

At the end of the job, customers should inspect the completed work and raise any visible concerns as soon as reasonably possible.

We may ask you to sign a completion or satisfaction sheet. Signing the sheet confirms your view of the visible work at that time.

It does not prevent a genuine concern being raised later where the issue could not reasonably have been identified during the final inspection.

16. Payment

Unless another arrangement has been agreed in writing:

• Residential work is payable on completion.
• Commercial and industrial invoices are payable within 14 days.

Where a quotation or invoice sets out a deposit, staged payment or different payment schedule, that arrangement will apply instead.

Invoices must be paid by the due date shown.

17. Overdue Commercial Invoices

For qualifying commercial debts, we reserve the right to apply any statutory interest and recovery charges available under applicable late-payment legislation.

Where legally applicable, fixed compensation may include:

• £40 for debts up to £999.99
• £70 for debts from £1,000 to £9,999.99
• £100 for debts of £10,000 or more

This section is intended for qualifying commercial debts and is not a general late-payment charge for residential customers.

18. Pausing Work Because of Non-Payment

If an agreed payment becomes overdue during an ongoing project, we may pause further work where it is reasonable to do so.

Work may resume once the outstanding amount has been paid or another arrangement has been agreed in writing.

19. Problems or Complaints

If you are unhappy with any part of our work, please tell us as soon as reasonably possible.

Early notification gives us the best opportunity to inspect the issue and understand what has happened.

Where possible, please include photographs and a clear description of the concern.

You can contact us at: info@onestopservices.co.uk .

20. Giving Us the Opportunity to Inspect

If a complaint relates to work carried out by One Stop Services, we ask that you give us a reasonable opportunity to inspect the issue.

Where appropriate, we should also be given a reasonable opportunity to put the problem right before unnecessary third-party remedial work is arranged.

This does not apply where urgent action is reasonably needed to prevent further damage or deal with a genuine safety issue.

21. Health and Safety

We take health and safety seriously and expect customers, visitors and other contractors not to interfere with barriers, access equipment, masking, protective coverings or controlled work areas.

Relevant health and safety documents can be provided where appropriate. For commercial work, risk assessments and method statements can be supplied where required as part of the project arrangements.

22. Insurance

One Stop Services maintains appropriate business insurance for the work we carry out.

Evidence of relevant insurance cover can be provided on reasonable request.

23. Customer Information

We may collect information such as your name, address, telephone number, email address, quotation details, job information and payment records.

We use this information where reasonably necessary to provide our services, manage bookings, communicate with customers, maintain business records and meet legal obligations.

We do not sell customer personal information.

Information may be shared with service providers or professional advisers where reasonably necessary for the operation of our business, the delivery of our services or compliance with legal requirements.

24. General Responsibility

We will carry out our services with reasonable care and skill.

We are not responsible for defects or damage caused by pre-existing problems, inaccurate information supplied to us, failure of existing surfaces or materials, or events outside our reasonable control.

Nothing in these terms is intended to remove any rights or protections that cannot lawfully be excluded.

25. Changes to These Terms

We may update these terms from time to time.

The terms that normally apply to a job are those in place when the work is agreed, unless a different arrangement is confirmed in writing or a change is required by law.

Questions?

If you would like anything explained before booking work, please contact us.