In using our services you are deemed to have read and agreed to the following terms and conditions.
1. Definitions
In these Terms and Conditions, the following terminology applies:
“The Company”, “We”, “Us”, means Dundee Roofs and Guttering (DRG)
“Technician” means the person or persons carrying out the clearance, repair, and replacement services.
“Client” means the person(s), or company to whom the services are supplied.
“Service” means the guttering, fascia, soffit, roof, or any other clearance, clean, repair or replacement services provided to the client.
2. Payment Terms
All prices are fixed and may be subject to VAT at the standard rate, unless stated otherwise.
Unless agreed otherwise in advance, payment is due within 7 days of completion of any work provided.
Payment can be made via cash, payment card or bank transfer.
3. Deposit Policy
The Client will be required to pay a deposit for any works which include parts (repairs and installations). The deposit sum will amount to either half of the job total or the parts total, whichever is greater.
Deposits are non-refundable and payable on booking in the work.
4. Cancellation Policy
The Company requires the Client to give at least 48 hours’ notice of cancellation before the agreed job start time.
In the event of the Client missing this cancellation deadline, an administration of £75 is payable. Notice can be provided any weekday between 9am to 5pm.
5. Parts Policy
All parts relating to any work we have completed for the Client remain the property of The Company until the Client settles the full invoice total for the work.
6. Our Services
6.1. The Company will provide reliable, trustworthy, and efficient Technicians who perform the work to the Client in a professional and timely manner.
6.2. The Client must allow the Technician access to the service address, with water and power if required, to complete the work. The Client agrees to allow our technicians access to the property during the allotted job time. If the Client is not going to be present at the property during this time, then necessary arrangements should be made to ensure our technicians still have access and these should be detailed to us at the time of booking, unless agreed otherwise.
6.3. We aim to deliver a service of the highest standards, always striving to surpass all expectations. However, when work is completed, mistakes can be made, and we always correct our mistakes. The Client is required to check the quality of the work after completion by viewing relevant photographs supplied. In the event that the Client is not satisfied with the standard of work, they should contact the Company within 14 days of completion of the service. Unless suitable reason is given for late contact after these 14 days, the Company cannot consider any complaints made after this period.
The Company agrees to resolve any issues or complaints raised. In the event of a valid Client complaint, the Client will allow the Company to return to the property to complete the work to the Client’s satisfaction. The Company will not refund any payment to the Client in lieu of the Technician being permitted to return to the Client’s property to complete the work.
6.4. Gutter Clearing and Cleaning definitions: ‘Gutter Cleaning’ is another term used for ‘gutter clearing’, and as such does not refer to cleaning the outside of the Client’s gutters. This term refers to the removal of debris and blockages from the gutters such as leaves, plants, moss, and other waste. The gutter clearing process varies in time to complete, but the prices quoted are fixed regardless of the length of time required to complete the service. Gutter clearance is not guaranteed, and a property surrounded with trees can often fill again quickly. Any dissatisfaction should be reported within 14 days. The Company will not deal with gutter clearing complaints after this time from the date the work was carried out.
6.5. Fascia, soffit and guttering replacements: The Company will supply the parts and materials required to carry out the work, unless the Client and Technician agree otherwise. The Client is to discuss with the Technician and agree on the type, pattern, quality and colour of the material to be installed on the Client’s property as provided by the written quotation.
The Client should check the workmanship and material used by the Technician prior to signing the invoice. The Client should only sign the invoice if the completed work and materials are to their total satisfaction. All old guttering, refuse and debris will be removed from the work site.
6.6. All repairs are guaranteed for parts and workmanship for a period of 6 months unless otherwise stated on the invoice. The guttering, roofing and other repairs will be carried out to the best of our ability however, if the repair fails within this period, we will return and rectify the issue free of charge. If the guaranteed repair cannot be rectified due to inability to source the correct parts or any other reason, a full refund will be provided.
6.7. The 6 month guarantee is only valid on the specific repairs that the Technician attended the property to fix. If the same repair fails within this time, the Client should contact the company to arrange a revisit. If the fault is found to be unrelated to the original repair, our standard repair charges will be applied. If a revisit is required but is not arranged by the Client with the Company, the guarantee will expire from the original service date.
6.8. The Company may recommend and refer services for height access or other construction and roofing work to the partnered roofing firms within the Dundee Roofer group, but will not be held responsible for any other company’s work.
7. Residential Client’s
By using our service, you agree to pay the full quoted amount on completion of the works. All prices are fixed, however if the Client provides improper details and information then the Company has the right to amend any previous evaluations and may increase the price originally quoted for.
In the event that one of our technicians discovers an issue during the works which will require significantly increased labour time and/or different parts/materials than that originally quoted, a re-quotation will be provided to the Client.
8. Commercial Client’s
By using our service, you agree to pay the full quoted amount on completion of the works. If the Client provides improper details and information, then the Company has the right to amend any previous evaluations and may increase the price originally quoted for.
On large scale commercial work which requires different stages to complete, invoices will be sent to the Client at the completion of each stage. These payment terms will be agreed with the Client before the start job date. In the event that one of our technicians discovers an issue during the works which will require significantly increased labour time and/or different parts/materials than that originally quoted, a re-quotation will be provided to the Client.
9. Appointment Times
The Company will provide the Client with an estimated one hour time slot in which our technicians will arrive at the property. While the Company strives to keep to these allotted appointment times, factors beyond our control such as heavy traffic or road works may result in our technicians arriving later than their estimated arrival time. As per the "quality customer service guarantee", failure to meet our time slots will result in 15% being deducted from the final invoice.
All works are subject to weather conditions and in the event of frost or heavy rain, the Company reserves the right to re-schedule the job to another date as agreed with the Client.
10. Accountability
The Company will not be held accountable if a third party interrupts the completion of the works and/or causes any damage to the areas in which we have worked.
11. Guarantee Policy
All materials are guaranteed to be as specified. The Company guarantees that all materials used to carry out the work requested are new, unless stated otherwise, and that all work is of a high standard.
The Company provides specific guarantees for gutter clearance, gutter repair and gutter installation work. These guarantees extend to cover normal weather conditions only and do not cover damage caused by nature, violent storm events, torrential rainstorms or any other weather occurrence that causes excessive amounts of rain. It does not cover damage to any area of guttering, fascia or soffit caused by wind. It does not cover damage caused by vandalism, modifications carried out by other contractors to the guttering, or any other circumstances beyond our control.
To make use of the following guarantees, we require that the Client provides proof of our previous work.
11.1. Gutter Clearance Guarantee
The Company provides a 3 month guarantee on any gutter clearance work carried out. If the Client notices and can prove there are any blockages in their guttering after the work has been completed, we will return to clear the blockage free of charge.
These terms only apply to sections of your guttering that we have been previously paid to clear; the guarantee does not extend to any additional sections of your guttering system.
11.2. Gutter Repairs Guarantee
The Company provides a 6 month parts and workmanship guarantee on gutter repairs which have required new parts to be installed. If it is determined by us that the repair is ineffectual, we will return to correct any faults in the repair free of charge. If the problems are due to connecting parts not covered by the initial repair, we reserve the right to levy a charge for additional remedial work that corresponds to the cost of any additional parts and the labour to fit them.
Sealant repairs, and any other repairs which are designed to provide only a short term or temporary solution, are not covered by this guarantee.
Access Equipment – If required, we would return to inspect and/or rectify areas/parts fitted by A&B as per our guarantee. However, if a guaranteed section of work required attention in the future, the cost of providing the access equipment (scaffolding) is not covered by this guarantee and would be at the responsibility of the Client to supply and cover such costs.
11.3. Gutter Installations Guarantee
The Company provides a 3 year guarantee on gutter installations relating to any new fitted parts and workmanship. This includes the installation of whole new guttering systems and/or the installation of new fascia’s and/or soffits.
We guarantee a professional standard of workmanship on all installations carried out. However, if it is deemed by us that the installation is not functioning correctly, and that this directly relates to either a problem with the parts supplies or the initial workmanship, we will return free of charge to re-install or repair any sections of the guttering that were not installed correctly. The guarantee only covers parts fitted by us and will be invalidated if pre-existing parts or fascia/soffits are potentially or partially contributing to any problems that have arisen.
This guarantee does not cover any guttering systems that become faulty due to a lack of regular (annual) clearance and maintenance. The Company provides a clearance and maintenance service which if used annually will ensure your guarantee is valid. Failure to have your gutters maintained regularly by the Company, will nullify this guarantee.
Access Equipment – If required, we would return to inspect and/or rectify areas/parts fitted by A&B as per our guarantee. However, if a guaranteed section of work required attention in the future, the cost of providing the access equipment (scaffolding) is not covered by this guarantee and would be at the responsibility of the Client to supply and cover such costs.
11.4. Roof Clearance Guarantee
The Company provides a 6 month workmanship guarantee on roof cleaning, ensuring roofs stay free from any moss or heavy build up of lichen for at least 6 months following a full clean and biocide treatment.
12. Insurance
The Company is covered by an extensive Public Liability insurance and any damage caused by our technicians will be covered by the insurance where applicable.
13. Complaints and Claims
13.1. The Company agrees to help resolve any issues as far as possible. The Complaints and Claims Policy set out here applies to all services provided.
13.2. The Client accepts and understands that poor service or workmanship or any other issues must be reported within the above allocated timeframe.
13.3. If the Client is dissatisfied with the service provided by a particular Technician and this employee is unable to resolve the issue during a second visit, the Client may request that the Company allocate a different Technician.
13.4. A claim should be made against the Company public liability insurance in the event of accidental damages, or any damage caused by the Technician to the Client’s property.
13.5. The Company is responsible for providing a fully trained Technician who is legally eligible for work and capable of the performing the service requested by the Client. Where the Company has been negligent and/or breached this obligation, the Company will be liable for any reasonable loss or damage suffered as a direct result. However, the Company’s liability does not include any losses relating the Client’s business, even if those losses are reasonably foreseeable. These types of losses include (for example) loss of income or revenue, loss of business, loss of profits, loss of anticipated savings, loss of data, or waste of management or office time.
13.6. All unpaid invoices will be passed on to the Company’s accountant to recover the debt. If the Client does not settle the invoice by the due date and The Company is forced to pass the debt to a legal team, then an immediate administrative fee of 30% of the total invoice amount is added to the owed amount. If after initiating legal procedures the debit is not settled immediately, all resulting legal fees of The Company will be claimed from the debtor, should the court rule in favour of the Company.
14. Quotation and Invoice Provision
The Company provides quotations and invoices, in writing, via email through the Company’s scheduling software. All personal data is held within GDPR regulations.
15. Further Information
Please contact us if you have any questions or need clarification on any item of these terms and conditions.