Service Terms & Conditions
Last updated: 5 August 2026
Understanding these Terms
1.1 Purpose
These Service Terms & Conditions ("Terms") set out the agreement between Luisen ("we", "our", or "us") and the customer ("you" or "your") for the provision of our refurbishment, renovation, maintenance and construction services.
These Terms explain how quotations are provided, how contracts are formed, payment arrangements, cancellations, guarantees, customer responsibilities, and other important information relating to the services we provide.
By accepting a quotation, paying a deposit, instructing us to commence work, or otherwise engaging our services, you confirm that you have read, understood and agree to be bound by these Terms.
1.2 Definitions
For the purposes of these Terms:
Contract means the legally binding agreement between you and Luisen once you have accepted our quotation or estimate and any required deposit has been received.
Quotation means the written price provided by Luisen describing the agreed scope of work and estimated cost of the Services.
Estimate means an approximate indication of price where the full extent of the works cannot reasonably be determined before work begins. An estimate is not a fixed quotation.
Services means all refurbishment, renovation, maintenance, repair, decorating, construction and any other services provided by Luisen.
Materials means all products, fixtures, fittings and other goods required to complete the agreed Services.
Property means the address where the Services are to be carried out.
Working Day means Monday to Friday, excluding public holidays in England and Wales.
1.3 Consumer and Business Customers
These Terms apply to both private residential customers and business customers unless a clause specifically states otherwise.
Where consumer protection legislation applies, nothing within these Terms affects your statutory rights.
1.4 Scope of Agreement
These Terms apply to every quotation, estimate, proposal and contract issued by Luisen unless otherwise agreed in writing.
Any amendments or additional agreements must be confirmed by both parties in writing before they become part of the Contract.
1.5 Order of Documents
If there is any inconsistency between these Terms and a written quotation issued by Luisen, the written quotation shall take precedence for that particular project.
1.6 Changes to These Terms
Luisen reserves the right to update these Terms from time to time.
Any revised Terms will apply only to new contracts entered into after the revised version has been published. Existing contracts will continue to be governed by the version of the Terms that was in force when the Contract was formed, unless otherwise agreed in writing.
Our Services
2.1 Services We Provide
Luisen provides professional residential and commercial property services within the areas in which we operate.
The Services provided by Luisen are those advertised on our Website at the time the Contract is entered into. At the date these Terms were last updated, these Services include:
Residential Services
Plumbing
Heating
Hot Water Systems
HIU Services
Underfloor Heating Maintenance
Drainage
Pumps
Renovation Services
Commercial Services
Commercial Projects
Mechanical Services
Plant Room Services
Drainage
HIU Services
Heating
Plumbing
Each project is unique. The precise scope of the Services to be provided will be confirmed within your quotation, estimate or other written agreement before work commences.
2.2 Quotations and Estimates
Before carrying out any Services, Luisen will normally provide either a written quotation or an estimate.
Where the full scope of the works can reasonably be determined in advance, we will provide a quotation.
Where this is not reasonably possible due to the nature of the works or because further investigation is required, we may instead provide an estimate. Estimates are based on the information available at the time and may be revised if additional work or unforeseen conditions are identified after work has commenced.
Unless otherwise stated in writing, quotations remain valid for 30 calendar days from the date they are issued.
2.3 Standard of Service
Luisen will carry out the agreed Services using reasonable care, skill and attention, in accordance with generally accepted industry standards.
We are committed to delivering a professional service and completing the agreed works to a high standard of workmanship.
2.4 Access to the Property
The customer is responsible for providing safe, reasonable and uninterrupted access to the Property during agreed working times.
Where access is delayed, restricted or unavailable, the completion of the Services may be delayed and, where reasonable additional costs are incurred as a result, these may be discussed with the customer before any further work continues.
2.5 Materials
Unless otherwise agreed in writing, Luisen will source and supply the materials required to complete the agreed Services.
The cost of these materials will normally be included within the quotation or estimate unless specifically stated otherwise.
Where a customer requests to supply their own materials, Luisen cannot accept responsibility for delays, defects, shortages, incompatibility or failures arising from those materials.
2.6 Subcontractors and Specialist Trades
Where appropriate, Luisen may engage suitably qualified subcontractors or specialist trades to carry out particular aspects of the Services.
Where subcontractors are engaged, Luisen will remain responsible for managing the project and coordinating the Services provided under the Contract.
2.7 Health and Safety
Luisen is committed to carrying out all Services safely and responsibly.
If, during the course of the works, we identify a condition that presents a risk to health and safety, damage to property or the structural integrity of the Property, we reserve the right to suspend the affected work until the issue has been appropriately assessed or resolved.
Where immediate action is reasonably necessary to protect people or property, we will take appropriate steps and inform the customer as soon as reasonably practicable.
2.8 Compliance with Applicable Laws
Luisen will carry out the agreed Services in accordance with applicable laws and regulations relevant to the work being undertaken.
Where planning permission, Building Regulations approval or any other statutory consent is required, responsibility for obtaining such approvals will be agreed between the parties before the relevant work begins.
2.9 Communication
Luisen will make reasonable efforts to keep the customer informed throughout the project.
Where decisions are required from the customer, prompt responses will help minimise delays and support the timely completion of the agreed Services.
Quotations & Acceptance
3.1 Requesting a Quotation
Customers may request a quotation through our Website, by telephone, by email or by any other communication method made available by Luisen.
Following receipt of your enquiry, we may arrange a site visit or request additional information where reasonably necessary to understand the proposed works before preparing a quotation or estimate.
3.2 Quotations
Where the scope of the Services can reasonably be determined before work commences, Luisen will provide a written quotation setting out the proposed Services and the total contract price.
Unless otherwise stated in writing, all quotations:
are provided free of charge;
remain valid for 30 calendar days from the date of issue;
are based on the information reasonably available at the time they are prepared; and
apply only to the Services specifically described within the quotation.
Any work, materials or Services not expressly included within the quotation shall be treated as additional work and may be subject to additional charges in accordance with Section 4 (Variations & Unforeseen Conditions).
3.3 Estimates
Where it is not reasonably possible to determine the full extent of the Services before work begins, Luisen may provide an estimate instead of a quotation.
An estimate represents our reasonable assessment of the likely cost based on the information available at the time it is prepared. It is not a fixed price and may change if additional work, hidden defects or unforeseen conditions are discovered during the course of the Services.
Where the estimated cost is likely to change materially, we will discuss this with the customer and obtain their agreement before carrying out any additional chargeable work, wherever reasonably practicable. Further information regarding unforeseen conditions is set out in Section 4 (Variations & Unforeseen Conditions).
3.4 Acceptance of a Quotation
A quotation shall be deemed accepted when the customer does any of the following:
confirms acceptance in writing;
accepts the quotation by email or other written communication;
pays any required deposit;
instructs Luisen to commence the Services; or
otherwise confirms that they wish Luisen to proceed with the agreed Services.
Upon acceptance, a legally binding Contract is formed between the customer and Luisen, and these Service Terms & Conditions shall apply unless otherwise agreed in writing.
3.5 Deposits
To secure a booking and allow Luisen to allocate labour, schedule the project and procure materials where required, a deposit will normally be requested before the Services commence.
Unless otherwise agreed in writing, the required deposit will generally be 50% of the total quoted price.
For certain projects, including those involving bespoke materials, specialist products or other circumstances identified within the quotation, Luisen reserves the right to require a different deposit amount. Any such requirement will be clearly stated within the quotation before the customer accepts the Contract.
Receipt of a deposit confirms the customer's intention to proceed with the agreed Services.
The treatment of deposits following cancellation is explained in Section 9 (Cancellation, Refunds & Termination).
3.6 Large Projects
For larger or more complex projects, Luisen may agree a staged payment schedule with the customer before work commences.
Where staged payments apply, the payment schedule will be clearly set out within the quotation or Contract and shall form part of the agreement between both parties.
Unless otherwise agreed in writing, each staged payment shall become due on the date or project milestone specified within the agreed payment schedule.
Further information regarding payment obligations is set out in Section 5 (Payment Terms).
3.7 Commencement of the Services
Luisen will use reasonable efforts to commence the Services on the agreed commencement date.
Any commencement date provided is an estimate only and may be affected by circumstances outside our reasonable control, including customer delays, supplier delays, availability of materials, weather conditions or unforeseen site conditions.
Where delays occur, we will make reasonable efforts to keep the customer informed and, where appropriate, agree a revised commencement date.
Further information regarding delays is provided in Section 10 (Delays & Events Outside Our Control).
3.8 Changes Before Work Begins
If, before the Services commence, the customer requests changes to the agreed scope of work, Luisen reserves the right to revise the quotation to reflect any changes to labour, materials, programme or other associated costs.
Any revised quotation shall replace the previous quotation only once accepted by the customer.
3.9 Refusal or Withdrawal of a Quotation
Luisen reserves the right to decline or withdraw a quotation before it has been accepted where:
information provided by the customer is materially inaccurate, incomplete or misleading;
circumstances arise that make the proposed Services unsafe or impracticable;
the requested Services fall outside the scope of our business; or
we are otherwise unable to undertake the proposed works for legitimate operational reasons.
Where a deposit has already been received and the Contract does not proceed, any entitlement to a refund shall be determined in accordance with Section 9 (Cancellation, Refunds & Termination).
3.10 Formation of the Contract
The Contract between the customer and Luisen shall consist of:
the accepted quotation or estimate (where applicable);
these Service Terms & Conditions; and
any other written documents expressly incorporated into the Contract.
Where there is any inconsistency between these Service Terms & Conditions and the accepted quotation, the accepted quotation shall take precedence in relation to the specific Services being provided.
Variations & Unforeseen Conditions
4.1 Variations to the Services
Following acceptance of a quotation, the customer may request changes to the agreed Services.
Any requested change ("Variation") may affect the scope of the Services, the contract price, the materials required, the estimated programme or the anticipated completion date.
Where reasonably practicable, Luisen will provide the customer with details of any changes to the price, programme or scope of the Services before carrying out the Variation.
No additional chargeable work will be undertaken without the customer's agreement unless immediate action is reasonably necessary to protect the safety of persons or property, or to prevent further damage.
4.2 Customer-Requested Changes
Examples of customer-requested Variations may include, but are not limited to:
adding additional work not included within the original quotation;
changing the specification of materials or products;
altering the agreed design or layout;
requesting additional repairs or improvements; or
requesting changes after the Services have commenced.
Where such changes are requested, Luisen reserves the right to revise the contract price, programme and completion date accordingly.
4.3 Unforeseen Conditions
Whilst every reasonable effort is made to inspect the Property before preparing a quotation or estimate, certain conditions cannot reasonably be identified until work has commenced.
Examples of unforeseen conditions may include, but are not limited to:
hidden water leaks;
concealed plumbing defects;
defective or unsafe electrical installations;
damp or water damage not previously visible;
rotten or deteriorated timber;
structural defects;
inadequate previous workmanship;
concealed pipework or drainage defects;
hazardous materials requiring specialist attention; or
any other condition that could not reasonably have been identified before the Services commenced.
The discovery of unforeseen conditions does not necessarily indicate negligence by any party and may require additional work before the original Services can safely continue.
4.4 Additional Work
Where unforeseen conditions require additional work beyond the original quotation or estimate, Luisen will:
explain the nature of the additional work required;
explain, where reasonably practicable, why the work was not included within the original quotation or estimate;
provide details of any additional costs and any anticipated impact on the programme; and
obtain the customer's agreement before carrying out the additional chargeable work, wherever reasonably practicable.
If immediate action is reasonably necessary to protect the safety of persons or property or to prevent further damage, Luisen may carry out only those works reasonably required to make the situation safe before discussing any remaining additional work with the customer.
4.5 Suspension of the Services
Where additional work arising from unforeseen conditions has not yet been agreed, Luisen reserves the right to suspend the affected Services until appropriate instructions have been received from the customer.
Any delay resulting from the consideration or approval of additional work may affect the anticipated completion date.
Further information regarding delays is provided in Section 10 (Delays & Events Outside Our Control).
4.6 Customer Decisions
The timely progress of the Services may depend upon decisions being made by the customer, including decisions relating to additional work, material selections or requested Variations.
Where delays occur because decisions are not provided within a reasonable time, Luisen shall not be responsible for any resulting delay to the completion of the Services.
4.7 Revised Quotations
Where a Variation or unforeseen condition significantly changes the agreed scope of the Services, Luisen may issue a revised quotation or other written variation confirming the updated scope of work, contract price and, where applicable, the revised programme.
Once accepted by the customer, the revised quotation or written variation shall form part of the Contract.
4.8 No Waiver
The customer acknowledges that building, renovation and maintenance works may reveal conditions that could not reasonably have been identified before work commenced.
Luisen shall not be responsible for additional costs arising solely because such conditions were not visible or reasonably discoverable at the time the original quotation or estimate was prepared.
Payment Terms
5.1 Contract Price
The contract price for the Services shall be the amount stated in the accepted quotation or any revised quotation subsequently agreed in writing between the customer and Luisen.
The contract price represents the total amount payable for the Services described in the accepted quotation, subject to any agreed Variations or additional charges in accordance with these Terms.
Any additional work agreed in accordance with Section 4 (Variations & Unforeseen Conditions) may result in additional charges.
5.2 Deposits
Unless otherwise agreed in writing, Luisen will normally require a deposit before the Services commence.
The required deposit will generally be 50% of the total contract price, unless a different amount is specified within the quotation.
Payment of the deposit secures the customer's booking and allows Luisen to schedule the Services, allocate labour and, where necessary, procure materials required for the project.
Further information regarding deposits is provided in Section 3 (Quotations & Acceptance).
5.3 Balance Payment
Unless otherwise agreed in writing, the remaining balance shall become payable immediately upon completion of the agreed Services.
Where staged payments have been agreed for larger or more complex projects, payments shall become due in accordance with the payment schedule set out within the quotation or Contract.
5.4 Additional Charges
Where additional work has been agreed in accordance with Section 4 (Variations & Unforeseen Conditions), Luisen may issue a revised quotation, variation or additional invoice reflecting the agreed additional Services.
Such additional charges shall become payable in accordance with the payment terms specified within the revised quotation, variation or invoice.
5.5 Parking & Site Access Costs
Where parking charges, permits, congestion charges or other exceptional site access costs are not included within the original quotation, they will only be charged where they have been agreed with the customer in advance.
5.6 Payment Methods
Luisen accepts payment using the payment methods specified within the quotation, invoice or payment request.
Available payment methods may change from time to time and will be communicated to the customer where applicable.
5.7 Cleared Funds
Payment shall not be deemed to have been received until cleared funds have been received by Luisen.
Any processing time associated with banks, payment providers or other financial institutions shall not affect the customer's obligation to ensure payment is received by the applicable due date.
5.8 Late Payment
Where payment is not received by the applicable due date, Luisen reserves the right to:
suspend the Services until payment has been received;
postpone any further visits or works;
withhold completion documentation where applicable;
charge statutory interest on overdue sums where permitted by applicable law; and
recover any reasonable costs incurred in recovering overdue payments where permitted by law.
Any suspension of the Services arising from late payment may affect the anticipated completion date.
Further information regarding delays is provided in Section 10 (Delays & Events Outside Our Control).
5.9 Failure to Pay
Where payment remains outstanding after reasonable requests for payment have been made, Luisen reserves the right to terminate the Contract in accordance with Section 9 (Cancellation, Refunds & Termination) and pursue any outstanding sums through the appropriate legal process where necessary.
Nothing within these Terms prevents Luisen from exercising any other legal rights available to recover outstanding debts.
5.10 Taxes
Unless otherwise stated within the quotation, all prices shall be interpreted in accordance with the applicable tax treatment specified within the quotation or invoice.
Where Value Added Tax (VAT) is applicable, it will be identified separately where required by law.
5.11 Payment Disputes
If the customer believes that an invoice has been issued incorrectly, they should notify Luisen as soon as reasonably practicable.
The parties shall make reasonable efforts to resolve any genuine payment dispute promptly and in good faith.
The existence of a genuine dispute relating to a specific part of an invoice shall not automatically entitle the customer to withhold payment of any undisputed amounts.
5.12 Withholding Payment
Unless required by law or otherwise agreed in writing, the customer must not withhold, reduce or deduct any payment due to Luisen because of a complaint or dispute relating to the Services.
If the customer has any concerns regarding the Services, these should be raised in accordance with Section 13 (Complaints).
Where only part of an invoice is genuinely disputed, any undisputed amount shall remain payable by the applicable due date.
Customer Responsibilities
6.1 General Responsibilities
To enable Luisen to carry out the Services safely, efficiently and to the agreed standard, the customer agrees to cooperate with us throughout the duration of the Contract.
The customer shall provide all information, decisions and assistance reasonably required for the proper delivery of the Services.
6.2 Access to the Property
The customer shall provide Luisen with safe, reasonable and uninterrupted access to the Property at the agreed times.
Where access is unavailable, delayed or restricted, this may affect the programme of the Services and may result in additional costs where reasonable expenses have been incurred.
Further information regarding delays is provided in Section 10 (Delays & Events Outside Our Control).
6.3 Accuracy of Information
The customer is responsible for ensuring that all information provided to Luisen relating to the Property and the requested Services is accurate and complete to the best of their knowledge.
Luisen shall not be responsible for delays, additional costs or defects arising directly from inaccurate, incomplete or misleading information supplied by the customer.
6.4 Decisions During the Project
Where customer decisions are required during the course of the Services, including decisions relating to materials, layouts, finishes or requested Variations, the customer agrees to provide such decisions within a reasonable time.
Failure to do so may delay the progress of the Services and affect the anticipated completion date.
Further information regarding Variations is provided in Section 4 (Variations & Unforeseen Conditions).
6.5 Permissions and Approvals
Where planning permission, Building Regulations approval, listed building consent, landlord consent or any other statutory or third-party approval is required, responsibility for obtaining such approvals shall be agreed between the parties before the relevant Services commence.
Unless expressly agreed otherwise in writing, Luisen does not accept responsibility for obtaining approvals that are the legal responsibility of the customer.
6.6 Utilities
Unless otherwise agreed in writing, the customer shall provide reasonable access to existing electricity and water supplies at the Property where these are reasonably required to carry out the Services.
6.7 Site Safety
The customer shall take reasonable steps to ensure that the working area is safe and accessible before the Services commence.
Where reasonably practicable, the customer should ensure that children, pets and other occupants do not enter active working areas while the Services are being carried out.
6.8 Personal Belongings
The customer remains responsible for safeguarding valuables, fragile items and personal belongings located within or near the working area.
Where reasonably practicable, customers are encouraged to remove or adequately protect such items before the Services commence.
6.9 Existing Conditions
The customer should inform Luisen of any known issues relating to the Property that may reasonably affect the Services, including known leaks, structural concerns, previous repairs or other relevant conditions.
Where previously unknown issues are discovered after work has commenced, these shall be dealt with in accordance with Section 4 (Variations & Unforeseen Conditions).
6.10 Customer-Supplied Materials
Where the customer chooses to supply materials, fixtures, fittings or equipment for use within the Services, the customer remains responsible for ensuring that such items are suitable for their intended purpose.
Luisen shall not be responsible for delays, defects, incompatibility or additional costs arising directly from customer-supplied materials.
6.11 Respectful Conduct
Luisen is committed to providing a professional service and expects the same level of professionalism from customers.
Abusive, threatening, discriminatory or violent behaviour towards Luisen personnel, subcontractors or representatives will not be tolerated.
Where such behaviour occurs, Luisen reserves the right to suspend or terminate the Services where appropriate.
Further information regarding termination is provided in Section 9 (Cancellation, Refunds & Termination).
6.12 Communication
The customer agrees to notify Luisen as soon as reasonably practicable of any issue, concern or change that may affect the Services.
Open and timely communication between both parties helps minimise delays and contributes to the successful completion of the project.
Workmanship Guarantee
7.1 Our Commitment
Luisen is committed to delivering all Services with reasonable care, skill and attention, using good industry practices and suitable materials for the agreed works.
We take pride in the quality of our workmanship and strive to complete every project to a professional standard.
7.2 Workmanship Guarantee
Unless otherwise agreed in writing, Luisen provides a 12-month workmanship guarantee from the date of practical completion of the agreed Services.
This workmanship guarantee applies to both residential and commercial customers and covers defects that arise directly as a result of the workmanship carried out by Luisen or by subcontractors engaged by Luisen in connection with the Services.
The workmanship guarantee is separate from the 14-calendar-day Snagging Period described in Section 8 (Snagging Period).
7.3 What Our Guarantee Covers
Subject to these Terms, the workmanship guarantee generally covers defects that arise directly from the quality of the Services carried out by Luisen.
Examples may include:
defective installation;
poor workmanship;
workmanship that does not meet the agreed standard; or
other defects that arise directly from the Services provided by Luisen.
Each reported issue will be assessed on its individual circumstances.
7.4 What Our Guarantee Does Not Cover
The workmanship guarantee does not apply to:
normal wear and tear;
accidental damage;
misuse or neglect;
damage caused by third parties;
customer-supplied materials;
defects arising from existing conditions within the Property that were not reasonably discoverable before the Services commenced;
issues resulting from alterations, repairs or modifications carried out by persons other than Luisen after completion;
manufacturer defects in products or materials; or
damage resulting from events outside our reasonable control.
Nothing in this clause affects any statutory rights available to the customer under applicable law.
7.5 Manufacturer Warranties
Where products, materials or equipment supplied as part of the Services are covered by a manufacturer's warranty, that warranty remains the responsibility of the relevant manufacturer.
Luisen's workmanship guarantee applies only to the workmanship carried out by Luisen and does not replace, extend or modify any manufacturer's warranty unless expressly agreed in writing.
7.6 Reporting a Workmanship Issue
If the customer believes a defect is covered by this workmanship guarantee, they should notify Luisen as soon as reasonably practicable after becoming aware of the issue.
Where reasonably possible, the customer should provide:
a description of the issue;
photographs showing the reported defect;
videos where appropriate; and
any other information reasonably requested by Luisen to assist with the initial assessment.
Providing this information helps us assess the issue efficiently and may avoid unnecessary delays or site visits.
7.7 Initial Assessment
Upon receiving the information provided by the customer, Luisen will carry out an initial assessment to determine whether the reported issue appears likely to fall within the scope of this workmanship guarantee.
Where appropriate, we may request further information before arranging a site inspection.
Where the information clearly indicates that the reported issue is not related to Luisen's workmanship, we will explain our reasons to the customer.
7.8 Site Inspection
Where Luisen reasonably considers that a site inspection is necessary to assess the reported issue, a mutually convenient inspection date will be arranged.
Where an inspection confirms that the reported issue is covered by this workmanship guarantee, Luisen will bear the reasonable cost of the inspection together with any remedial work required to rectify the covered workmanship defect.
Where an inspection determines that the reported issue is not covered by this workmanship guarantee, Luisen reserves the right to charge a reasonable inspection fee, provided the customer has been informed of the applicable fee before the inspection takes place.
7.9 Remedial Works
Where a workmanship defect is confirmed, Luisen will arrange to carry out the necessary remedial work within a reasonable period.
The method and timing of any remedial work shall be determined by Luisen, taking into account the nature of the defect, the availability of materials and any other relevant circumstances.
7.10 Relationship with the Snagging Period
The 14-calendar-day Snagging Period described in Section 8 (Snagging Period) is intended to address minor cosmetic or finishing items identified shortly after practical completion.
The workmanship guarantee applies to qualifying workmanship defects that become apparent after completion and is separate from the Snagging Period.
7.11 Limitation of the Guarantee
This workmanship guarantee applies only to the original customer and the original Property where the Services were carried out, unless otherwise agreed in writing.
This workmanship guarantee forms part of these Terms and does not affect any statutory rights available to the customer under applicable law.
Snagging Period
8.1 Purpose of the Snagging Period
Following the practical completion of the agreed Services, Luisen provides a 14-calendar-day Snagging Period.
The purpose of the Snagging Period is to allow the customer a reasonable opportunity to inspect the completed Services and notify Luisen of any minor cosmetic imperfections or finishing items that may reasonably require attention.
The Snagging Period forms part of our commitment to delivering a high standard of workmanship and customer satisfaction.
8.2 Duration
The Snagging Period begins on the date of practical completion of the agreed Services and continues for 14 consecutive calendar days.
For the purposes of these Terms, calendar days include weekends and public holidays.
8.3 What May Be Considered a Snagging Item
A snagging item is generally a minor cosmetic or finishing issue that does not materially affect the functionality, safety or intended use of the completed Services.
Examples may include:
minor paint touch-ups;
small silicone adjustments;
minor sealant imperfections;
adjustment of doors, cupboards or fittings;
minor alignment issues; or
other comparable finishing items that would reasonably be expected following completion of the Services.
Each reported item will be assessed on its own individual circumstances.
8.4 Reporting Snagging Items
If the customer identifies a potential snagging item, they should notify Luisen as soon as reasonably practicable during the Snagging Period.
Where reasonably possible, the customer should provide:
a description of the reported item;
photographs;
videos where appropriate; and
any additional information reasonably requested by Luisen.
Providing this information helps us assess the reported item efficiently and may avoid unnecessary site visits.
8.5 Assessment
Upon receiving the customer's report, Luisen will review the information provided and determine whether the reported matter appears to fall within the scope of the Snagging Period.
Where reasonably necessary, we may arrange a site visit to inspect the reported item before agreeing any remedial work.
8.6 Completion of Snagging Items
Where Luisen confirms that a reported item falls within the scope of the Snagging Period, we will arrange to complete the necessary remedial work within a reasonable period.
The timing of any remedial work will depend upon the nature of the work required, the availability of materials and any other relevant circumstances.
8.7 Matters Not Covered by the Snagging Period
The Snagging Period does not apply to:
normal wear and tear;
accidental damage;
misuse or neglect;
damage caused after practical completion;
alterations or repairs carried out by persons other than Luisen;
manufacturer defects in products or materials; or
workmanship defects that become apparent after the Snagging Period.
Such matters may instead fall within Section 7 (Workmanship Guarantee) or the applicable manufacturer's warranty, where relevant.
8.8 Relationship with the Workmanship Guarantee
The Snagging Period is intended to address minor cosmetic or finishing items identified shortly after practical completion.
It is separate from the 12-month Workmanship Guarantee described in Section 7 (Workmanship Guarantee), which applies to qualifying workmanship defects that become apparent after completion.
8.9 Customer Cooperation
Where remedial work is required during the Snagging Period, the customer agrees to provide Luisen with reasonable access to the Property to complete the necessary work.
Any delay in providing access may affect the timing of the remedial works.
Cancellation, Refunds & Termination
9.1 Purpose
This Section explains the circumstances in which either the customer or Luisen may cancel or terminate the Contract, together with the consequences of doing so, including any applicable refunds or charges.
Nothing in this Section affects any statutory rights that the customer may have under applicable law.
9.2 Cancellation Before the Services Commence
The customer may request to cancel the Contract before the Services commence by notifying Luisen in writing as soon as reasonably practicable.
Where no labour has been allocated, no materials have been purchased and no costs have been reasonably incurred by Luisen in preparation for the Services, any deposit paid may be refunded.
Where Luisen has already reasonably incurred costs in preparation for the Services, any refund shall be reduced by those reasonable costs.
Where applicable, Luisen will provide the customer with a reasonable explanation of any deductions made.
9.3 Rescheduling Appointments
The customer may request to reschedule the agreed start date or any scheduled appointment by contacting Luisen as soon as reasonably practicable.
Luisen will make reasonable efforts to accommodate requests to reschedule, however acceptance of any request cannot be guaranteed and will depend upon availability.
Where the customer repeatedly requests to reschedule appointments, or where repeated postponements cause reasonable costs or significant disruption to Luisen's schedule, Luisen reserves the right to:
charge any reasonable additional costs incurred;
require a new commencement date to be agreed;
or treat the repeated postponements as a cancellation under this Section.
Any additional charges will only relate to reasonable costs actually incurred by Luisen.
9.4 Cancellation After the Services Have Commenced
Where the customer cancels the Contract after the Services have commenced, the customer shall remain responsible for paying for:
the Services completed up to the date of cancellation;
labour reasonably carried out;
materials purchased or supplied specifically for the project;
any agreed additional work already undertaken in accordance with Section 4 (Variations & Unforeseen Conditions); and
any other reasonable costs directly incurred by Luisen as a result of the cancellation.
Luisen will take reasonable steps to minimise any unnecessary costs where reasonably practicable.
9.5 Special Order and Bespoke Materials
Where Luisen has purchased bespoke, made-to-order or non-returnable materials specifically for the customer's project, the customer shall remain responsible for the cost of those materials where cancellation occurs after they have been ordered.
Where suppliers apply cancellation or restocking charges that cannot reasonably be avoided, those charges may also be payable by the customer.
9.6 Refunds
Where a refund is due under these Terms, Luisen will process the refund within a reasonable period after:
the amount payable has been determined;
any applicable deductions have been calculated; and
both parties have been provided with any information reasonably required to finalise the refund.
Any deductions made from a refund shall relate only to reasonable costs incurred by Luisen in connection with the cancelled Contract.
9.7 Customer Termination
The customer may terminate the Contract where Luisen has committed a material breach of these Terms and has failed to remedy that breach within a reasonable period after being notified in writing, unless the breach cannot reasonably be remedied.
Nothing in this clause affects any statutory rights available to the customer.
9.8 Luisen Termination
Luisen reserves the right to terminate the Contract where:
the customer fails to make payments due under Section 5 (Payment Terms);
the customer repeatedly prevents or significantly delays the Services;
abusive, threatening, discriminatory or violent behaviour occurs towards Luisen personnel or subcontractors;
the customer requests work that would be unlawful or unsafe;
circumstances arise that make it unsafe or impossible for Luisen to continue the Services; or
the customer otherwise commits a material breach of these Terms.
Before terminating the Contract, Luisen will normally provide the customer with written notice and, where reasonably practicable, an opportunity to remedy the issue.
This requirement does not apply where immediate termination is reasonably necessary for reasons of health and safety, unlawful conduct or serious misconduct.
9.9 Consequences of Termination
Upon termination of the Contract:
all sums properly due to Luisen up to the date of termination shall become payable;
Luisen shall be entitled to payment for the Services completed and any reasonable costs incurred before termination;
any outstanding refunds due to the customer shall be determined in accordance with this Section; and
both parties shall cooperate, where reasonably practicable, to bring the Contract to an orderly conclusion.
9.10 Return of Customer Property
Where the customer has supplied materials, products or other property belonging to them, Luisen will make reasonable arrangements for those items to be returned or made available for collection following termination of the Contract, provided all outstanding sums due to Luisen have been paid.
9.11 Survival of These Terms
Termination or cancellation of the Contract shall not affect any rights, obligations or liabilities that have already arisen before the Contract ended.
Any provisions of these Terms that are intended to continue after termination shall remain in effect where applicable.
Delays & Events outside our Control
10.1 Circumstances Beyond Reasonable Control
Luisen shall not be responsible for delays or failure to perform the Services where such delay or failure is caused by events outside our reasonable control.
Examples may include, but are not limited to:
severe weather conditions;
flooding, fire or other natural events;
acts of God;
public health emergencies or pandemics;
industrial action or strikes affecting suppliers, manufacturers or transport providers;
shortages or unavailability of materials beyond our reasonable control;
utility failures affecting the Property or surrounding area;
road closures, transport disruption or significant traffic incidents;
changes in law or government restrictions;
acts or omissions of third parties outside our reasonable control; or
any other event that could not reasonably have been foreseen or avoided.
10.2 Notification
Where reasonably practicable, Luisen will notify the customer as soon as possible if an event outside our reasonable control is likely to affect the agreed programme for the Services.
Where reasonably possible, we will provide an updated estimate of the expected delay and keep the customer informed of any significant developments.
10.3 Reasonable Steps to Minimise Delay
Luisen will take reasonable steps to minimise the effects of any delay and resume the Services as soon as it is reasonably practicable to do so.
Both parties agree to cooperate in good faith to agree revised dates where necessary.
10.4 Extension of Time
Where an event outside our reasonable control delays the Services, the agreed programme for the Services shall automatically be extended by a reasonable period reflecting the duration and effect of the delay.
Such delays shall not, by themselves, constitute a breach of the Contract.
10.5 Customer-Caused Delays and Failure to Provide Access
Delays resulting from the actions or omissions of the customer are not considered events outside either party's reasonable control.
Where the progress of the Services is delayed because the customer:
fails to provide reasonable access to the Property;
is not present for a pre-arranged appointment where their attendance is reasonably required;
fails to comply with their obligations under Section 6 (Customer Responsibilities);
fails to complete any agreed preparatory works;
fails to provide information or decisions reasonably required for the Services to progress; or
otherwise prevents or significantly delays the agreed Services,
Luisen shall not be responsible for any resulting delay.
Where customer-caused delays result in additional labour, travel, scheduling or other reasonable costs, Luisen reserves the right to recover those reasonable costs, provided they have been reasonably incurred.
Where reasonably practicable, Luisen will inform the customer of any likely additional costs before those costs are incurred.
Where necessary, the parties shall agree a revised programme for the Services.
Where repeated customer-caused delays amount to repeated postponements or otherwise make the continuation of the Services unreasonable, Luisen may exercise its rights under Section 9 (Cancellation, Refunds & Termination).
10.6 Long-Term Delays
Where an event outside either party's reasonable control prevents the Services from continuing for an extended period, either party may request to discuss how the Contract should proceed.
Where it is no longer reasonably practical for the Services to continue, either party may terminate the Contract in accordance with Section 9 (Cancellation, Refunds & Termination).
Any payments due for Services already completed, together with any reasonable costs properly incurred before termination, shall remain payable.
10.7 No Liability for Consequential Delay
Luisen shall not be liable for any indirect or consequential losses arising solely from delays caused by events outside our reasonable control.
Nothing in this clause limits or excludes liability where such limitation or exclusion would be unlawful.
Limitation of Liability
11.1 Purpose
This Section explains the extent of Luisen's responsibility in relation to the Services provided under the Contract.
Nothing in this Section excludes or limits any liability that cannot lawfully be excluded or limited under applicable law.
11.2 Reasonable Responsibility
Luisen shall be responsible for carrying out the agreed Services with reasonable care, skill and attention in accordance with these Terms.
Our liability is limited to losses that are reasonably foreseeable as a direct result of our breach of the Contract or our failure to exercise reasonable care and skill.
11.3 Matters Outside Our Responsibility
Luisen shall not be responsible for loss, damage or delay arising directly or indirectly from:
events outside our reasonable control as described in Section 10 (Delays & Events Outside Our Control);
existing defects or conditions within the Property that were not reasonably discoverable before the Services commenced;
customer-supplied materials;
alterations, repairs or modifications carried out by persons other than Luisen after completion of the Services;
misuse, neglect or improper maintenance following completion;
manufacturer defects in products or materials;
inaccurate, incomplete or misleading information provided by the customer; or
the customer's failure to comply with their responsibilities under Section 6 (Customer Responsibilities).
11.4 Indirect Losses
To the fullest extent permitted by law, Luisen shall not be liable for indirect or consequential losses arising from the Services.
Examples may include:
loss of profits;
loss of business opportunities;
loss of revenue;
loss of goodwill; or
any other indirect or consequential financial loss.
This clause does not affect any liability that cannot lawfully be excluded.
11.5 Limitation of Financial Liability
Subject to applicable law, Luisen's total liability arising from the Services shall not exceed the total amount paid or payable by the customer under the relevant Contract.
This limitation shall not apply where such limitation would be unlawful.
11.6 Customer's Duty to Mitigate Loss
Where the customer becomes aware of any issue that may reasonably result in further damage or increased loss, the customer should take reasonable steps, where it is safe and appropriate to do so, to minimise that loss.
Nothing in this clause requires the customer to undertake repairs that should reasonably be carried out by a qualified professional.
11.7 No Exclusion of Statutory Rights
Nothing in these Terms excludes or limits:
liability for death or personal injury caused by negligence;
liability for fraud or fraudulent misrepresentation; or
any other liability that cannot lawfully be excluded or limited under applicable law.
Nothing in these Terms affects the customer's statutory rights.
Intellectual Property & Portfolio Photography
12.1 Ownership of Intellectual Property
Unless otherwise stated, all intellectual property rights relating to the Luisen brand and Website, including our name, logo, branding, original text, graphics, designs, layouts and other original content created by or for Luisen, remain the property of Luisen or its licensors.
Nothing in these Terms transfers ownership of those intellectual property rights to the customer.
12.2 Third-Party Content
Certain materials displayed on the Website, including photographs, icons, fonts or other content, may be used under licence or with permission from third-party providers.
All rights in such third-party content remain the property of their respective owners and are used by Luisen in accordance with the applicable licence or permission.
12.3 Use of Website Content
The content published on the Website is intended to help customers understand Luisen, our Services and how to contact us. Customers may view and use the Website for their own personal information and to obtain our Services.
Customers must not reproduce, copy, modify, distribute, publish or use Luisen's original content for commercial purposes without our prior written permission, except where permitted by applicable law.
12.4 Portfolio Photography
Luisen may photograph or record completed Services for the purpose of:
building our portfolio;
showcasing completed projects;
marketing our Services;
publishing content on our Website or social media platforms; and
promoting the Luisen brand.
12.5 Respect for Customer Privacy
Luisen understands that customers value their privacy.
Before taking or publishing photographs or videos inside a customer's Property, we will seek the customer's permission wherever reasonably practicable.
Where permission is granted, we will make reasonable efforts to avoid including personal belongings, sensitive information or images that unnecessarily identify the customer or occupants of the Property.
12.6 Customer Consent
Where photographs or videos clearly identify the customer's Property or contain information that could reasonably identify the customer, Luisen will obtain the customer's consent before using such content for marketing or promotional purposes.
The customer may withdraw that consent at any time in respect of future use by contacting Luisen.
Withdrawal of consent will not affect material that has already been lawfully published before the request was received, although Luisen will consider reasonable requests to remove or discontinue future use where practicable.
12.7 Customer Intellectual Property
Where the customer provides drawings, plans, specifications, photographs or other materials to Luisen for the purpose of the Services, the customer confirms that they have the necessary rights or permissions to provide those materials.
The customer grants Luisen a non-exclusive licence to use those materials solely for the purpose of providing the agreed Services.
12.8 Feedback
Where the customer voluntarily provides testimonials, reviews or other feedback relating to the Services, Luisen may use that feedback for promotional purposes.
Where reasonably practicable, we will not publish personal information alongside such feedback without the customer's consent.
12.9 Reservation of Rights
All rights not expressly granted under these Terms are reserved by Luisen or the relevant rights holder.
Complaints & Dispute Resolution
13.1 Our Commitment
Luisen is committed to providing a high standard of workmanship and customer service.
If you are dissatisfied with any aspect of our Services, we encourage you to let us know as soon as reasonably practicable so that we have the opportunity to investigate the matter and work towards a fair resolution.
Most concerns can be resolved quickly when they are raised promptly. We therefore encourage customers to report any issues as soon as reasonably practicable after becoming aware of them.
13.2 How to Make a Complaint
Complaints should be submitted in writing by email to:
To help us investigate your complaint efficiently, please include, where reasonably possible:
your full name and contact details;
the Property address where the Services were carried out;
a clear description of the issue;
photographs or videos of the issue where relevant;
copies of any relevant quotations, invoices or other supporting documents; and
any additional information that may assist our investigation.
13.3 Acknowledgement
Luisen will acknowledge receipt of your complaint within a reasonable period and will begin investigating the matter as soon as reasonably practicable.
Where additional information is required, we may contact you to request further details before continuing our investigation.
13.4 Investigation and Inspection
Luisen will review all relevant information relating to the complaint.
Where reasonably necessary, we may arrange a site inspection to assess the reported issue before reaching a conclusion.
Both parties agree to cooperate reasonably throughout the investigation by providing any information reasonably required to help establish the facts.
13.5 Resolution
Where Luisen concludes that the complaint is justified, we will take reasonable steps to resolve the matter.
Depending on the circumstances, this may include:
carrying out remedial work;
correcting defective workmanship;
providing an appropriate refund where required under these Terms & Conditions or applicable law; or
agreeing another appropriate solution with you.
Each complaint will be considered on its own individual circumstances.
13.6 Complaints Not Covered
Where, following our investigation, Luisen reasonably concludes that the reported issue does not arise from our workmanship, contractual obligations or any applicable guarantee provided under these Terms & Conditions, we will explain our findings to you.
Where a site inspection has been carried out solely to investigate a complaint that is subsequently found not to be covered, Luisen reserves the right to charge a reasonable inspection fee, provided that you were informed of the applicable fee before the inspection took place.
13.7 Good Faith Resolution
Before either party commences legal proceedings (except where urgent action is reasonably necessary), both parties agree to make reasonable efforts to resolve the dispute through open communication and negotiation in good faith.
Luisen believes that most concerns can be resolved fairly and efficiently without the need for formal legal proceedings.
13.8 Statutory Rights
Nothing in this Section, or elsewhere within these Terms & Conditions, affects or limits any statutory rights available to you under applicable law.
General Terms
14.1 Entire Agreement
These Terms & Conditions, together with any quotation, invoice and any other documents expressly incorporated into the Contract, constitute the entire agreement between Luisen and the customer in relation to the Services.
No verbal statements, representations, discussions or understandings shall form part of the Contract unless confirmed by Luisen in writing.
14.2 Changes to the Contract
No amendment or variation to the Contract shall be binding unless agreed in writing by both parties.
Where changes to the agreed Services are requested after the Contract has been formed, they shall be dealt with in accordance with Section 4 (Variations and Unforeseen Conditions).
14.3 Assignment
The customer may not assign, transfer or otherwise dispose of any rights or obligations under the Contract without Luisen's prior written consent.
Luisen may assign or transfer its rights or obligations where reasonably necessary, provided that doing so does not adversely affect the customer's rights under the Contract.
14.4 Severability
If any provision of these Terms & Conditions is found by a court or other competent authority to be unlawful, invalid or unenforceable, that provision shall be deemed severed from these Terms & Conditions.
The remaining provisions shall continue in full force and effect.
14.5 Waiver
If either party delays or chooses not to exercise or enforce any right available under these Terms & Conditions, this shall not constitute a waiver of that right.
Any waiver shall only be effective if made expressly in writing.
14.6 Third-Party Rights
Unless expressly stated otherwise, no person who is not a party to the Contract shall have any right to enforce any provision of these Terms & Conditions.
14.7 Electronic Communications
Where these Terms & Conditions require information, notices or approvals to be provided in writing, this requirement may be satisfied by email or another electronic method agreed between the parties.
The customer is responsible for ensuring that the contact details provided to Luisen remain accurate and up to date throughout the duration of the Contract.
14.8 Updates to these Terms & Conditions
Luisen may amend these Terms & Conditions from time to time to reflect changes in our business, legal requirements or the Services we provide.
Any amendments will apply only to Contracts entered into after the revised Terms & Conditions have been published, unless otherwise agreed in writing.
The version of these Terms & Conditions in force on the date the Contract is formed shall apply to that Contract.
14.9 Survival
The ending or completion of the Contract does not affect any rights or obligations that are intended to continue after the Services have been completed.
This includes, where applicable, obligations relating to outstanding payments, workmanship guarantees, limitation of liability, intellectual property, complaints and dispute resolution, together with any other provision which, by its nature, is intended to continue after the Contract has ended.
Governing Law
15.1 Applicable Law
These Terms & Conditions, together with any Contract between Luisen and the customer, shall be governed by and interpreted in accordance with the laws of England and Wales.
15.2 Jurisdiction
Subject to any mandatory legal rights available to consumers, the courts of England and Wales shall have exclusive jurisdiction to hear and determine any dispute arising out of or in connection with these Terms & Conditions or the Contract.
15.3 Consumer Rights
Nothing in these Terms & Conditions affects or limits any statutory rights that a customer may have under applicable law.
Where applicable law requires a dispute to be heard by another competent court or tribunal, nothing in this Section shall prevent those rights from being exercised.
Contact Information
16.1 How to Contact Us
If you have any questions about these Terms & Conditions, require further information about our Services, or wish to contact us regarding an existing or proposed Contract, you may contact Luisen using the details below.
16.2 Contact Details
Business Name:
Luisen
Company Number:
17268246
Registered Office:
124 City Road, London, England, EC1V 2NX
Telephone:
General Enquiries:
info@luisen.co.uk
Privacy Enquiries:
privacy@luisen.co.uk
Website:
www.luisen.co.uk
16.3 Business Communications
Luisen will make reasonable efforts to respond to enquiries submitted through the contact details provided above within a reasonable period.
For operational matters relating to ongoing Services, customers should use the contact details previously agreed with Luisen where appropriate.
16.4 Changes to Our Contact Details
Luisen may update its contact details from time to time.
The most up-to-date contact information will always be published on our Website.
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