Customer terms

1. Trader details

The trader is Jamie Webb trading as A–Z Property Maintenance. Business address: 15 Hardie Crescent, Leicester, LE3 3DQ. Telephone and WhatsApp: 07504 298773. Email: help@a-z-property-maintenance.co.uk. A–Z is a sole-trader business and is not VAT registered.

These consumer terms apply when an individual is buying mainly for personal use. Landlords, letting agents, companies and other customers acting for business purposes should agree the applicable commercial terms with A–Z in writing.

2. Enquiries, quotes and when a contract starts

An enquiry, photograph, website example or initial discussion is not by itself a commitment to carry out or pay for work. A contract starts only when A–Z and the customer have agreed the work or chargeable visit, the price or pricing method, the appointment arrangements and any important exclusions, and the customer accepts that offer.

A–Z will normally record the agreement by WhatsApp, text, email, a written quotation or another form the customer can keep. A quotation is valid for 30 days unless it says otherwise. An estimate is a reasonable guide rather than a fixed price; a quotation is fixed for the agreed scope, subject to changes requested by the customer or genuinely hidden conditions that could not reasonably have been identified beforehand.

A free discussion or site look is not a chargeable visit unless A–Z clearly says so and the customer agrees the charge first.

3. The service A–Z provides

A–Z will provide the agreed service with reasonable care and skill, using information that has been agreed with the customer. Work will be carried out within a reasonable time where no specific date has been agreed. Information about A–Z or the service that the customer relies on when agreeing the contract is binding where consumer law says it is.

Any goods A–Z supplies as part of the contract must be as described, of satisfactory quality and fit for a purpose made known to A–Z. The customer remains entitled to the remedies provided by consumer law, including repair or replacement of qualifying goods, repeat performance of a service or an appropriate price reduction where applicable.

A–Z may decline or stop work that is unsafe or outside the agreed scope or competence. Jamie does not personally undertake gas work. Where an agreed installation requires gas, electrical or another specialist trade, appropriately qualified tradespeople are coordinated and their responsibilities, costs and required checks are identified in the project scope. Structural, asbestos-related, high-risk access and other regulated work may require separate specialist assessment.

4. Prices, quotes and VAT

For suitable visit work, the current minimum is £70 for up to the first hour of labour after arrival, followed by £35 for each additional 30-minute block started. Materials are extra. Measured, sourced, multi-stage or larger work may be quoted separately.

A–Z is not VAT registered, so VAT is not added to the prices shown. Before A–Z buys materials, the customer will be given either the total material price or, where that cannot reasonably be calculated in advance, the way it will be calculated. Any agreed sourcing, delivery or handling element will be included rather than added without warning.

If travel outside the normal service area, parking, specialist disposal, access equipment or another unavoidable cost would create an additional charge, A–Z will explain it before the customer accepts the contract. There will be no unannounced extra charge.

If an unexpected condition becomes apparent, A–Z will explain it and obtain agreement before carrying out chargeable extra work, unless immediate limited action is reasonably necessary to make the property safe.

5. Appointments, arrival and access

Unless an exact time is expressly agreed, an appointment is an arrival window rather than a guaranteed minute. Traffic, weather and earlier work can affect arrival. A–Z will make reasonable efforts to update the customer if a material delay is expected.

The customer must provide accurate contact and address details, safe and reasonable access, any required parking permit, an adult able to authorise the work, working utilities where needed, permission from the owner or landlord, and advance warning of known hazards or relevant hidden services.

If A–Z cannot attend or offers a materially later date, the customer may reject the alternative and cancel without charge. Any payment for work not supplied will be refunded.

6. Materials and customer-supplied products

A–Z will identify business-supplied materials and their price before they are charged. A reasonable advance payment may be requested for special-order or made-to-measure items. If the contract is cancelled, only genuine, irrecoverable net costs may be retained where the law allows; reusable, returnable or avoided costs will not be charged.

If the customer chooses and supplies an item without A–Z recommending, selecting or measuring for it, the customer is responsible for the product’s inherent suitability, completeness and instructions. A–Z still has to use reasonable care and skill, inspect what can reasonably be checked, and warn the customer if the item appears unsuitable or unsafe. If A–Z recommended, selected, measured for or advised on the product, that advice remains A–Z’s responsibility where the law says so.

A–Z may refuse an unsuitable or unsafe item and will explain any resulting extra time or return visit before it is charged. A–Z is not responsible only to the extent a problem was caused by an inherent product defect or by the customer insisting on a course of action after a clear warning; this does not exclude responsibility for A–Z’s workmanship, advice or negligence.

7. Cancellation, rescheduling and no access

Nothing in this section limits statutory cancellation rights or rights where A–Z is in breach. The detailed policy, including the 14-day rules for many distance and off-premises contracts, is on the cancellation and rescheduling page.

• 48 hours or more: no A–Z cancellation or rescheduling charge.
• 24 to 48 hours: where no statutory free-cancellation right applies, A–Z may charge the lower of £35 and the unavoidable direct net diary loss caused by the cancellation.
• Less than 24 hours or no access: where no statutory free-cancellation right applies, A–Z may charge the lower of £70 and the unavoidable direct net diary loss caused by the cancellation.

The £35 and £70 figures cap appointment or diary loss only. Separately recoverable material cost must relate to an item actually ordered for the job that cannot reasonably be cancelled, returned or reused. No charge will duplicate another payment or include saved cost; the combined recovery will never exceed the overall unavoidable net loss. It will be reduced if the slot is refilled and may be reduced or waived after genuine exceptional circumstances are considered reasonably. A–Z will explain any calculation.

8. Payment and invoices

Unless a quotation states staged payments or a deposit, payment is due when the agreed work is completed. The available payment method will be confirmed before work begins. A–Z will provide an invoice or receipt with a unique number, the issue and supply dates, the customer’s name and address, an itemised description of the work and amounts, the total due, and Jamie Webb’s legal name, A–Z trading name, business address and contact details. It will not be a VAT invoice and no VAT will be shown or charged.

A customer should raise any genuine query promptly rather than withholding an unrelated part of the bill. A–Z may use lawful, proportionate steps to recover an undisputed overdue amount, but these terms do not impose an automatic penalty or remove the customer’s rights.

9. If something goes wrong

Please contact A–Z as soon as reasonably possible by telephone or WhatsApp, explain the concern and include useful photographs. Where appropriate, allow A–Z a reasonable opportunity to inspect and put the agreed work right. This does not take away any right to repeat performance, a price reduction, refund, damages or another remedy available by law.

A–Z is responsible for loss or damage that is a foreseeable result of breach or failure to use reasonable care and skill. A–Z is not responsible for loss not caused by that breach, for a pre-existing defect that was not reasonably discoverable, or for business loss suffered by a consumer. Nothing excludes liability that cannot legally be excluded, including liability for death or personal injury caused by negligence, fraud, or statutory consumer rights.

10. Photographs, records and privacy

Photographs and job details may be used to assess the enquiry, plan the work, keep an accurate job record and handle a complaint. They will not be used publicly as advertising or a case study without separate permission. See the privacy notice for the data used, lawful bases, sharing, retention and customer rights.

11. Ending work and events outside reasonable control

Either party may end the contract for a serious breach that is not put right within a reasonable opportunity, or immediately where continuing would be unsafe or unlawful. The customer pays for work and materials properly supplied. Where the customer is in breach, A–Z may recover only actual unavoidable net loss that the law permits after taking reasonable steps to reduce it. Any balance for work not supplied will be refunded.

Neither party is responsible for delay caused by an event they could not reasonably control, but they must communicate and take reasonable steps to reduce the effect. If a no-fault event prevents or materially delays the affected work, unearned payments will be refunded, subject only to any deduction the law clearly permits; there is no automatic charge for the unperformed part.

12. Law, changes and statutory rights

These terms are governed by the law of England and Wales. A consumer keeps any mandatory right to bring a claim in another court where the law provides it. The version supplied when the contract is agreed applies to that job; later website changes do not rewrite an existing contract.

Nothing in these terms affects statutory rights. Consumer advice is available from Citizens Advice, and complaints about how personal data is handled can be made to the Information Commissioner’s Office.

13. Website photography

This website includes genuine project photographs supplied by Jamie and AI-generated illustrative photography. Genuine work is identified as such, with installation or finishing stages described accurately. The real project images have been resized and compressed for the website without using AI to alter the work shown.

Other illustrative photographs help visitors recognise service types and possible job situations. They are not evidence of completed customer jobs, testimonials or a promise of a particular finish. Genuine customer photographs are used with appropriate permission. Every new job is assessed and agreed from the customer’s own property, products and circumstances.