Terms and Conditions
Stone & Oak Ltd
These Terms and Conditions apply to all services provided by Stone & Oak Ltd ("Stone & Oak", "we", "our", or "us"). By booking a service with us you agree to the terms outlined below.
Services
Stone & Oak provides property maintenance, repair, installation and general property care services for residential and small business customers. All work will be carried out with reasonable care and skill and in line with normal industry standards. The scope of work will be agreed before work begins. Stone & Oak reserves the right to decline work that is unsafe or outside the scope of our services.
Estimates and Pricing
Where a price has been provided in advance, it is based on the information available at the time and the expected scope of work. If additional work is required, or if the condition of the property differs from what could reasonably be expected before work begins, the time required to complete the work may change. Stone & Oak Ltd will discuss any additional work or time requirements with the Customer before proceeding wherever reasonably possible.
Booking
Appointments are confirmed once a date and service session (such as a half day or full day visit) has been agreed and confirmed. Arrival times may vary depending on the schedule for the day, however we will notify customers where possible before arrival. Customers must ensure we have safe and reasonable access to the property to carry out the agreed work.
Payment Terms
Private residential customers: Payment is due on the day the work is completed unless otherwise agreed in advance.
Small business customers: Invoices must be paid within 7 days of the invoice date.
Stone & Oak reserves the right to request payment on the day of service for new customers or where payment terms have not been agreed in advance.
Materials and Products
Where Stone & Oak supplies materials for a job, these may include a reasonable sourcing and handling margin. Customers may choose to supply their own materials. However, Stone & Oak cannot accept responsibility for the quality, suitability or performance of customer supplied products. Stone & Oak is not responsible for product failures or manufacturing defects in materials supplied by customers or third party manufacturers.
Property Condition and Existing Structures
Many properties contain hidden defects, aged materials, or surfaces that may already be weakened through normal wear and tear. While Stone & Oak will always take reasonable care while carrying out work, we cannot be held responsible for issues such as cracking plaster, loose tiles, weakened fixings, fragile materials or other conditions that become apparent when carrying out normal installation or repair work. Where potential risks are identified, we will inform the Customer before proceeding where reasonably possible.
Unforeseen Issues
Occasionally issues may be discovered during work that were not visible beforehand, such as hidden damage, structural problems, wiring issues or plumbing faults. If this happens we will inform you as soon as possible. Additional work will only be carried out with your approval and may involve additional charges.
Weather and External Conditions
Some outdoor work may be affected by weather conditions such as heavy rain, strong winds or freezing temperatures. If weather conditions make it unsafe to complete the work, we may need to reschedule the appointment. In these cases no cancellation fees will apply.
Cancellation Policy
Appointments can be moved or cancelled with sufficient notice.
• More than 2 working days notice: No cancellation fee.
• Within 2 working days of the scheduled appointment: A 50 percent cancellation fee may apply.
• Less than 24 hours before the scheduled arrival time: The full service fee (100 percent) may be charged. These fees cover time that has been reserved in our schedule.
Delays During a Visit
Stone & Oak allocates a set time for each service visit. If work is delayed due to customer availability, restricted access or other interruptions, the booked session time will still apply. Additional work beyond the agreed time may require a further booking.
Parking and Access
Customers are responsible for ensuring suitable parking and access to the property. If permits, parking restrictions or gated access apply, arrangements must be made in advance. If we are unable to reasonably access the property or park nearby, the appointment may be treated as a late cancellation. Any parking charges incurred while attending the property may be passed on to the customer.
Health and Safety
Customers must inform us of any known hazards, structural issues or unsafe conditions before work begins. Stone & Oak reserves the right to stop work if conditions are unsafe.
Liability
Stone & Oak maintains appropriate public liability insurance. We will always take reasonable care while working on your property. In the unlikely event that accidental damage occurs directly as a result of our work, this will be assessed and handled in accordance with our insurance. Stone & Oak is not responsible for: Pre existing defects in the property, failures caused by customer supplied materials, manufacturing defects in third party products, or indirect/consequential losses. Nothing in these Terms excludes liability where it would be unlawful under UK law.
Completion of Work
Where applicable, a work summary may be provided at the end of the visit. Acceptance of the work confirms that the service has been completed to a satisfactory standard at that time.
Governing Law
These Terms are governed by the laws of England and Wales. Any disputes relating to services provided by Stone & Oak Ltd will be subject to the jurisdiction of the courts of England and Wales.