York Flatpack & Handyman

Service Terms & Conditions

October 2026

These Terms & Conditions apply to services provided by York Flatpack & Handyman. Please read them before accepting a quotation or booking work.

1. Quotations

All quotations are valid for 14 calendar days from the date of issue unless otherwise stated. Quotations include the labour and materials specified within the agreed scope of work. Any exclusions will be identified in the quotation. After the quotation validity period, prices may be revised. Once accepted, the agreed price will not be changed without a valid contractual reason or the customer's agreement.

2. Scope of Work & Additional Work

Quotations cover only the work specifically detailed. Additional work, alterations or changes requested by the customer may incur additional charges. Where unforeseen issues or additional work arise, the customer will be informed of the proposed work and any additional costs before proceeding. Additional or rearranged work is subject to our existing commitments and diary availability and may take up to four weeks to schedule. We will communicate any necessary scheduling changes and agree reasonable arrangements with the customer. This does not remove the customer's statutory rights in relation to delays.

3. Materials & Pricing

Unless otherwise stated, quotations include the labour and materials required to complete the specified work. Any additional materials, fixings, replacement parts or consumables required outside the agreed scope will be discussed with the customer before additional costs are incurred. Materials will be supplied in accordance with the agreed specification, subject to reasonable availability. Any proposed substitutions will be discussed with the customer before use.

4. Deposits & Payment Terms

A 50% deposit is required upon acceptance of quotations for larger projects, including kitchens, fitted wardrobes, flooring, doors, fencing and similar works. For flatpack assembly and smaller handyman works, a £50 deposit is required, unless a different amount is expressly stated in the quotation. The applicable deposit amount will be confirmed before the booking is accepted. Deposits secure the booking and may be used towards purchasing materials and preparing for the work. All deposits are deducted from the final invoice. The remaining balance is due immediately upon completion of the agreed work unless otherwise agreed in writing. Where stage payments are required for larger projects, these will be clearly detailed and agreed before work commences. Deposits are not automatically non-refundable. Any deductions following cancellation will be limited to amounts lawfully recoverable, taking account of work undertaken, reasonable losses and applicable consumer cancellation rights.

5. Late Payment & Debt Recovery

Full payment is due immediately upon completion unless otherwise agreed in writing. Where an invoice remains unpaid 21 calendar days after its due date, an administration charge of £13 per week may be applied for additional manual payment monitoring, reminders and recovery administration. The £13 charge is intended to reflect additional paid administrative time incurred by the business after its automatic reminder process has been exhausted. Charges will only be applied where the associated costs are reasonably incurred, proportionate and legally recoverable. Where payment remains outstanding despite reminders, we reserve the right to pursue formal debt recovery, including proceedings through the County Court small claims process, where appropriate. We may also seek applicable interest, court fees and other legally recoverable costs. Before commencing legal proceedings, we will provide the required written notice and comply with applicable pre-action procedures.

6. Cancellations & Rescheduling

We require a minimum of 48 hours' notice for cancellations or requests to reschedule booked work. Where less than 48 hours' notice is provided, we reserve the right to charge a cancellation fee of up to 20% of the quoted amount, limited to reasonable losses resulting from the cancellation. These losses may include labour time that cannot reasonably be reassigned, unavoidable preparation costs and materials already purchased. We will take reasonable steps to minimise any losses. Where work is rescheduled, a new appointment will be offered subject to diary availability. This may be up to four weeks from the original appointment. This policy does not override applicable statutory cancellation rights.

7. Access & Site Conditions

Customers must provide safe, reasonable and unobstructed access to the areas where work will take place. Work areas should be cleared of personal belongings and other obstructions where reasonably requested before the scheduled appointment. Necessary utilities, including electricity and water where relevant, must be available. If work cannot proceed because of unsafe conditions, restricted access or inadequate preparation, we may need to rearrange the appointment. Any reasonable additional costs will be explained and charged only where permitted under the agreement and applicable law.

8. Unforeseen Issues & Hidden Defects

During installation, repairs or renovation work, previously concealed issues may become apparent. These may include rotten timber, damaged subfloors, defective plasterwork, concealed plumbing or electrical problems, structural concerns or other pre-existing defects. Where such issues affect the agreed work, we will inform the customer and explain the available options. Additional work and associated charges will be agreed before proceeding, except where immediate action is reasonably necessary to prevent danger or further damage. Unforeseen issues may affect the agreed timescale. Any necessary changes will be communicated promptly.

9. Customer-Supplied Materials

Where customers supply furniture, fittings, appliances, fixtures or other materials, they are responsible for ensuring the items are suitable for the intended installation and that all necessary components are provided. We are not responsible for inherent manufacturing defects, missing components, incorrect specifications or incompatibility in customer-supplied products where these are not caused by our actions. Additional visits or work arising from unsuitable or incomplete customer-supplied materials may incur reasonable additional charges, agreed in advance. We remain responsible for carrying out our services with reasonable care and skill.

10. Flatpack Assembly

Flatpack furniture will be assembled in accordance with the manufacturer's instructions, where provided. Customers must ensure all required components are available and that adequate space is provided for assembly. We are not responsible for manufacturing defects or missing components in customer-supplied furniture. Where wall fixing or anti-tip restraints are required for safe installation, this will be discussed with the customer. Any additional work or materials required beyond the agreed assembly service will be quoted separately.

11. Variations & Customer Instructions

Customers may request changes or additional work verbally, electronically or in writing. Where a customer verbally authorises work while our tradespeople are on site, that instruction may form a binding agreement without separate written confirmation. Any additional charges or pricing arrangements will be explained and agreed before the additional work is undertaken. Customers are responsible for paying for work they have authorised and which has been properly completed in accordance with the agreement. The absence of written confirmation does not automatically invalidate a verbal agreement. Customers retain the right to raise genuine disputes about what was agreed or the quality of the work.

12. Special Orders & Changes to Materials

Where materials have been ordered specifically for a customer's project, subsequent changes to colour, size, finish, design or specification may result in additional costs. This is particularly relevant to bespoke and made-to-measure items, including composite doors, fitted wardrobes and specially ordered components. Where an order cannot reasonably be cancelled, exchanged, returned or reused, the customer may be responsible for reasonable costs already incurred. Any applicable statutory cancellation rights, including rights relating to distance and off-premises contracts, will be respected.

13. Waste Removal & Disposal

York Flatpack & Handyman holds a waste carrier registration for the transport of waste arising from its work. Removal and disposal of packaging, old furniture, kitchen units, building waste and other materials is not included unless specifically stated in the quotation. Where waste removal is included in the agreed works, waste will be transported and transferred to appropriately authorised waste facilities in accordance with applicable environmental legislation. Any additional waste removal requested outside the original quotation may incur additional charges, which will be discussed and agreed with the customer beforehand.

14. Parking, Permits & Additional Site Charges

Reasonable parking charges, permits, tolls or similar expenses necessary to complete the agreed work may be included in the quotation or charged separately where clearly disclosed and agreed. Customers should inform us of any known parking restrictions or access requirements before the appointment.

15. Liability & Insurance

York Flatpack & Handyman maintains public liability insurance. We will carry out our services with reasonable care and skill in accordance with applicable consumer law. We are not responsible for pre-existing defects or damage unrelated to our work, except where our actions have caused or contributed to the loss. Nothing in these Terms & Conditions excludes or restricts liability where doing so would be unlawful, including liability for death or personal injury caused by negligence, or the customer's statutory rights under the Consumer Rights Act 2015.

16. Delays & Circumstances Outside Our Control

We will make reasonable efforts to complete work within agreed timescales. Delays may occur because of supplier difficulties, adverse weather, unforeseen property conditions, illness, safety concerns or circumstances outside our reasonable control. Where a delay occurs, we will inform the customer as soon as reasonably practicable and discuss revised arrangements. Where additional or rearranged work is necessary, diary availability may mean a wait of up to four weeks. Nothing in this section removes the customer's statutory rights where work is not completed within an agreed or otherwise reasonable time.

17. Permissions, Specialist Work & Safety

Customers should inform us of any known restrictions affecting their property, including relevant planning conditions, lease restrictions or requirements for landlord consent. Where building regulations, statutory approvals or specialist contractors are required, responsibilities for obtaining these will be agreed before work proceeds. Work requiring legally prescribed qualifications, certification or registration will only be undertaken by appropriately qualified or registered persons where required. We reserve the right to stop or postpone work where continuing would present a significant safety risk.

18. Completion, Customer Inspection & Workmanship

Customers will be asked to inspect the completed work before our tradespeople leave the property. Any visible concerns identified during inspection should be brought to our attention so they can be discussed and, where appropriate, addressed. Where the customer confirms they are satisfied, the work will be considered completed for invoicing purposes. Where a customer is unavailable to inspect the work, the job may still be considered completed for invoicing purposes once the agreed services have been properly carried out. Concerns discovered after completion should be reported as soon as reasonably practicable. We will investigate workmanship concerns and provide appropriate remedies in accordance with applicable consumer law. Inspection, acceptance or payment does not remove the customer's statutory rights in relation to defective work.

19. Complaints & Remedial Work

If a customer has concerns about the services provided, they should contact us with details of the issue. We will review the concern and, where appropriate, arrange an inspection within a reasonable timeframe. Customers are encouraged to give us a reasonable opportunity to investigate and resolve workmanship concerns before engaging another contractor, except where urgent action is reasonably necessary. Where work does not meet the standards required by law, the customer will retain all applicable statutory remedies, including any right to repeat performance or a price reduction. A complaint does not automatically cancel payment obligations for satisfactory work, although genuine disputes and statutory remedies will be taken into account.

20. Photographs & Promotional Use

Photographs may be taken before, during and after work for legitimate business purposes, including documenting property conditions, recording completed work and addressing potential disputes. Photographs used for advertising, websites or social media will not intentionally identify customers or disclose personal information without appropriate permission. Where photographs reveal identifiable individuals, private information or other personal data, their use will be subject to applicable data protection requirements. Customers may request that photographs of their property are not used for promotional purposes.

21. Consumer Cancellation Rights

Where a contract is agreed at a distance or away from our business premises, the customer may have a statutory 14-day cancellation period. Where these rights apply, the customer will be provided with the legally required cancellation information. If the customer requests that services begin during the statutory cancellation period, any required express request and acknowledgement will be obtained before work starts. Where the customer subsequently cancels, any payment due for work already undertaken will be determined in accordance with applicable consumer law. Certain exceptions may apply, including to qualifying made-to-measure goods or specific urgent repairs, depending on the circumstances. Nothing in our cancellation or deposit policies overrides statutory consumer rights.

22. Acceptance of Terms & Amendments

Acceptance of a quotation, payment of a deposit or instruction to proceed with work may constitute acceptance of these Terms & Conditions, provided the customer has been given a reasonable opportunity to review them before entering into the agreement. Acceptance may be verbal, electronic or written. The Terms & Conditions in effect when the contract is agreed will apply to that contract. Any subsequent amendments will apply to future contracts only, unless changes are expressly agreed with the customer. Nothing in these Terms & Conditions affects rights or protections that cannot lawfully be excluded under UK consumer legislation.

Version: October 2026