Our terms and conditions 2021

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Terms and conditions

The terms and condition provide information on our service and processes. For further information or clarification on anything, please get in touch.



Privacy policy

Complaints procedure

The term contract is referred to the quote outlining the proposed works and required products and the total amount of money due. Terms and condition relating to the contract are provided by email, website ( see below) and also available in printed format upon request.

  1. The contract
  2. We will enter into this agreement on the strict understanding that you are the legal owner of the property at the installation address. We reserve the right to verify ownership & you agree that, if requested by us to do so, you will co-operate with these enquiries. If you are in a tenanted property you will need to get permission from the home owner or letting agency.
  3. All the terms of the contract are contained in this document. If you want to change these terms or add any extra terms, you should ask for written confirmation of any changes from one of our directors.
  4. The Company reserves the right to cancel any order if, upon receipt of a report from its surveyor/Engineer, if the issue is beyond unrepairable or in need of other tradespeople.
  5. We reserve the right to change the price in the event of a manifestly obvious error.
  6. Cancellation
  7. By law (Consumer Protection Regulations 1987) you have the right to cancel this contract (by giving us written notice within fourteen days of you signing the contract) if you signed the contract away from our business premises.
  8. You do not have the right to cancel this contract if you accepted the quote/ contract at our business premises. If you accepted the quote/contract via email, telephone or mail you have a 14 day cooling-off. If items have been ordered/ manufactured and you decide to cancel – you will be charged the amount for the product.
  9. Any notice of cancellation given by you under 2a above after fourteen days of you signing this contract will not be valid for the purposes of cancelling the contract under this clause.
  10. We recommend that you send any notice of cancellation by email or recorded-delivery post.
  11. If you cancel the contract under this clause, you will receive a refund of any money you have paid under the contract.We will then have no further liability to you.
  12. Specifications and services
  13. You are responsible for giving us all specifications and other information and for making sure they are accurate. You must also give us the specifications and information in enough time so we can carry out our side of the contract.
  14. We may change the specification of the goods or services (including substituting parts or materials):
  15. the goods are to be supplied to your specification and a special part ordered by you is not available in enough quantities or within enough time or only available at an extra cost, as long as they do not considerably affect quality or performance; or
  16. in line with our policy of continuous development in the standard of products, we reasonably believe that substituting the agreed parts or materials with replacement parts or materials will improve the quality or performance of the goods or that the replacement parts are of a superior quality.
  17. We make the goods for your particular needs and so you may only alter the order if we have not started to make the goods or set aside any raw materials for your order If we agree to alter the order, we can also charge you an administration fee of £50 (including VAT) for the extra administrative work we have to carry out on your behalf as a result of the alteration on top of increasing the price for the alteration.
  18. Price and payment
  19. The price of the goods and services will be outlined in your quote (including VAT) and will be valid for thirty days, after this time a new quotation will be required.
  20. b. Payment is due upon completion of works. Failure to pay on time may incur addidtional charges . This does not affect your statutory rights under the Consumer Rights Act.
  21. All payments are to be made by cheque, cash, credit/debit card or bank transfer. All draft or money orders shall be made payable to South West Window and Door Maintenance Ltd.
  22. Subject to terms 6c, if you fail to pay us on the due date, we will be entitled to charge you interest daily on the amount you have not paid at the rate of 3% above the Bank of England base rate. We will charge interest until payment in full is received, if this exceeds fourteen days additional charges; to cover admin, may apply. Any additional costs incurred in recovering the outstanding monies will be liable for payment by you.
  23. In the event that a cheque is returned by the bank unpaid you will incur an administration charge of £15.00.
  24. Preparing for the installation
  25. You are responsible at your own cost for the following..
  26. You must remove all ornaments and fixtures such as curtains, pelmets, blinds and any other articles of furniture on or adjacent to the window/door areas before the installation and replace them afterwards.Alarm sensors must be removed as no responsibility will be accepted for damage to same.
  27. You must remove or re-site any gas, electrical, plumbing, security alarm, phone installations, television aerials or any similar installations and connections if this is necessary. The Company will not accept responsibility for any damage caused during installation.
  28. You must make sure our workmen or agents have access to the premises at any reasonable time to allow them to carry out any work they need for the installation to be completed.You must also ensure that you are available to inspect the works.
  29. If you do not allow our personnel access to the Premises We reserve the right to invoice you for the full Contract amount.
  30. You must make sure that you do not allow anyone else to do anything which would make the premises an unfit or unsafe working environment for our workmen or agents- In particular, you must make sure all pets are secure.
  31. You must take reasonable care of your safety and the safety of other people on the premises while we provide the services.
  32. If you do not keep to your obligations in this clause, we will be entitled to carry them out for you and charge you any expenses we reasonably have to pay as a result. We can do this as well as using any other rights and remedies we have. However, we do not have to do this.
  33. Post-installtions photos will be taken and may be used for marketing purposes.
  34. Risk and legal rights
  35. You will be responsible for any loss or damage to the goods from the installation date. However, you will not own the goods until we have received your payment and any other amounts you owe.
  36. Until you own the goods you must hold them for our benefit according to our instructions.
  37. If we have to pay costs to enforce our rights against you, we will aim to recover those costs from you.
  38. Liability
  39. The amount we charge you assumes that you do not use your home for business purposes. For this reason if you run a business from your home, we cannot accept responsibility for any loss of profits that you may suffer as a result of us or you breaking this contract.
  40. Our Guarantees:

1 year guarantee on the fitting of products.

5 year guarantee on all sealed units against manufacturing defects and moisture entering the sealed unit.

You or we cannot transfer the guarantees to anyone else name.

  1. We will not be liable or have broken the contract if there is a delay carrying out our services if the cause of the delay is beyond our reasonable control.
  2. You can choose laminated, annealed or toughened glass. We will ensure that the quality of the glass supplied conforms to British Standards. However, there may be minor faults which are not covered, such as bubbles or blisters, hairlines or blobs, fine scratches less than 25mm long or very small particles which are not obvious. We cannot accept responsibility for these faults. We also do not accept responsibility for faults which arise unavoidably from the process of manufacturing toughened glass.
  3. We may make an appointment for our engineer to visit your premises if you have contacted us to make a claim under any of our guarantees You may cancel or rearrange your appointment as long as you give us three days’ notice. If our engineer calls and on two occasions cannot gain access to your premises to carry out an inspection or any work necessary, we can charge you a fee for our engineer’s time and cost. We will only make this charge after you have already failed to keep one appointment.
  4. Sometimes, our engineer may be delayed because of circumstances beyond their control and we will not be liable to you for any delay. We will make every reasonable effort to tell you if our workmen have been delayed and when they are likely to arrive.


  1. General information
  2. We will be entitled to carry out any of our obligations or rights through any other company which is our holding or subsidiary company. However, apart from this you and we cannot transfer this contract to any other person without both of us agreeing in writing.
  3. If you break the contract and we decide not to take action in this instance, it will not affect our right to take action in the future.???
  4. If any of these conditions is held to be invalid or unenforceable, it will not affect the other conditions.
  5. Any notice must be delivered by hand or sent by first-class post or recorded delivery. If sent by post it will be assumed to be received two business days after posting. We strongly recommend that you send any notices to us by recorded delivery. If sent by hand or recorded-delivery post, to prove whether a notice has been delivered, you or we must produce a signed receipt. If sent by post you or we must prove that the communication was in an envelope which was properly addressed, stamped and posted.

Your address will be the installation address shown in the schedule.

  1. This contract will be governed by English law. If there is a dispute, it will be dealt with in the English courts.
  2. Unfortunately we have to use abbreviations and product codes. If you are not sure what they mean, please ask the salesman or surveyor.
  3. We cannot guarantee that you can eliminate condensation by installing the goods. Double glazing is designed to reduce heat loss. Fitting double glazing products will not prevent condensation. This depends on the environment within your home.
  4. By law the glass we use must meet building regulations. From April 2002 the glass we use in your windows and doors (where the glass area is more than 50% of the overall size of the frame) will have a slightly different appearance to ordinary annealed or laminated glass. You may notice a slight difference between the colour of the glass in your new windows and doors and the colour of the glass in your existing windows and doors.
  5. All leaded and Georgian-effect products may have slight variations and we cannot guarantee to completely match patterns next to windows or door areas as the patterns are set out and spaced according to general trade practice.
  6. Privacy Policy

South West Window and Door Maintenance Ltd takes the privacy of its customers seriously.  We are committed to safeguarding the privacy of our customers while providing a personalised and valuable service.  Our Privacy Policy explains the data processing practices of South West Window and Door Maintenance Ltd. If you have any requests concerning your personal information or any queries with regard to these practices, please contact us by email.  Full details of our Privacy Policy can be found on our website


  1. Complaints Procedure
  2. If you have a complaint we want to know as soon as possible to help us to put things right promptly.

Contact our Offices with your details and a description of your problem.  We are here  for you from 9am to 5pm Monday-Friday.  Call us on 0117 3215545/
07538258999 or email us sales@upvcsuregon.co.uk or write to us at South West Window and Door Maintenance Ltd, Customer Services, Jarretts Garden Centre, The Park, Willsbridge, Bristol BS30 6EE.

However you contact us, we will :

–  Let you know we have received your query

–  Tell you who will be responsible for investigating along with their contact details

–  Endeavour to return phone calls and emails within one working day

–  Do everything we can to resolve things as quickly as possible

–  Do what we can to attend within fourteen days if a visit to your property is needed

–  Keep you regularly informed of progress throughout.


Why choose us?

Great quality products, fitted perfectly with excellent customer services – award winning formula today and tomorrow

Up to
20 years

Rated the best in
Bristol for customer

30 years in the

Best price
(no sales gimmicks)

Design your doors online

Once you submit you will receive your no-obligation free quote

Free quote with no-obligation home appointment

    Free quote with no-obligation home appointment

      Voted the best in Bristol
      for customer satisfaction

      We achieved this by provising an award-winning service, quality assured products and money saving deals to all our customers.