Service Terms & Conditions

1. Introduction
These are Smart AIM Solutions Terms & Conditions. They tell you:

2. When These Terms Apply
Please ensure you read these terms before using our services. By using our services, you are agreeing to these terms. You are also agreeing to our: Terms of Use, Privacy and Cookie policies.

The latest version always applies, and we will usually only make updates when we offer a new service, change how we provide a service, or must comply with a new legal requirement.

3. What Do We Mean by "Services"?
Anything offered by Smart AIM Solutions, across all the trades we cover (Plumbing, Heating, Drains, Bathrooms, Electrics, Carpentry, Building, Emergencies and Commercial):

4. Terminology
For the purpose of these terms & conditions the following words have the following meanings:

We reserve the right to refuse or decline to undertake any work. We reserve the right, at our absolute discretion, to designate the tradesperson/tradespeople who will represent us.

5. Hourly Rate Work
We charge a minimum 1 hour visit fee for all appointments, regardless of work carried out plus the cost of any additional labour time over the first hour (any additional time will be charged at half hour increments) plus parts/materials if used. If for any reason we are unable to carry out works during attendance, the minimum 1 hour fee would still be payable for our visit

You will only be charged for the time spent related to your work. All other time, i.e. lunch breaks, is non-chargeable. All charges are subject to VAT at the prevailing rate, except in cases where the work carried out is zero rated.

6. Estimate Work
The total charge to you will be given as an estimate (manifest errors exempted), inclusive of labour & materials. All costs are subject to VAT at the prevailing rate. Where a written estimate has been supplied to you, it may be revised in the following circumstances:

We will not be under any obligation to provide an estimate to you and will only be bound by estimates given in writing to you and signed by an authorised representative.

We will not be bound by any estimates given orally or in which manifest errors occur.

Should the estimate be returned under the request for materials to be supplied by you a new estimate will be provided for labour only. However, this voids the 12 months guarantee on all materials and this becomes your responsibility to provide all required materials inclusive of sundry items otherwise used from stock.

In the event of our engineer turning up to start works and materials are not available then we will charge at our standard hourly rate.

Any estimate supplied by us is subject to withdrawal at any time.

7. Offers & Incentives
On an ongoing basis, at our discretion, we promote a selection of offers and incentives. Offers and incentives should be clearly defined including any specific terms & conditions. Offers and incentives may only be used in conjunction with each other at our discretion.

8. Material Collection
Collection of non-stock items is chargeable, however:

9. Invoices & Payment
Upon your agreement for us to carry out Estimated work, a deposit payment up to 50% of the total is payable upon request.
If materials unique to your work specification are required i.e. decorative radiators, underfloor heating, you may be required to pay for this in full upon request.

Upon completion of work you will be invoiced, for which payment is due on receipt. Smart AIM Solutions Ltd  reserves the right to accrue and charge interest on any part of an invoice which remains unpaid at a rate of 4% over the base rate until payment is received by us in full.

You accept sole liability to make payment in full, unless you disclose when initially instructing us, to carry out work and/or supply materials that you are acting on behalf of a third party.

10. Rights, Illustration Design and Description of Works
Any illustrations, designs, descriptions, imagery either displayed on our website, in marketing materials (both offline and online), catalogues, price lists or other are intended merely to present a general idea of services provided by us. No part of these shall form part of any contract. All content, including designs, graphics and logos remain our sole property and are not to be copied, reproduced, or distributed either in part of full, without our prior written consent and payment if required.

Where the date and/or time for work to be carried out is agreed, we will use reasonable endeavour to ensure that the tradesperson attend accordingly. We accept no liability in respect of the non-attendance or late attendance on site of the tradesperson, or for the late or non-delivery of materials. We will not be liable for any delay, or for the consequences of any delay, in performing any of our obligations if such delay is due to any cause beyond our reasonable control, and we will be entitled to a reasonable extension of the time for performing such obligations. All times provided by us are estimates only.

12. Cancellation
If you need to cancel (or rearrange) your booking, you must notify us (preferably by telephone) by the end of the working day before the scheduled booking. Cancellations made further in advance should also be made by telephone, and followed with a written confirmation from yourself, so that you are not liable to be charged. If you cancel your instructions more immediately prior to work being carried out, or materials being supplied, you may be liable for the cost of any time and materials incurred by us, together with the profit that would have been made by us, in accordance with the original instructions.
Deposits are non-refundable if costs have included specialised parts/pre ordered equipment.

13. Satisfaction
Smart AIM Solutions Ltd are committed to providing professional, top quality service to every customer. If, after we have carried out the work, you are not satisfied with our service(s) you must provide us with written notice within 30 days of completion. You must allow us, and our insurers, the opportunity to both inspect and carry out remedial work where appropriate. If you fail to notify us, as outlined above, then we will not be liable in respect of any defects in the work carried out.

14. Guarantee
For your peace of mind, we provide a 12 month guarantee on labour carried out by a Smart Aim Solutions Ltd tradesperson, in respect of faulty workmanship only. This is active from the date of completion of work, in addition to any manufacturer's warranty/warranties. The guarantee will become null & void if the work/appliance completed/supplied by us is:

15. Liability We will only be liable for rectifying our own guaranteed work and will not be held responsible for any ensuing damage or claims resulting from other work overlooked or subsequently requested and not undertaken at the time.

We will not be held liable or responsible for any damage or defect resulting from work not fully guaranteed, or where recommended work has not been carried out. Work will not carry a guarantee where you have been notified by the tradesperson either verbally or indicated in ticked boxes or in our comments/recommendations.

We shall not be held liable for any delay, or consequences of any delay, in performing our obligations if such a delay is due to any cause beyond our reasonable control and we shall be entitled to reasonable time extensions.

We will be entitled to fully recover the costs or damages from any tradesperson whose negligence or faulty workmanship makes us liable to pay for those damages or rectification of work.

You will be solely liable for any hazardous situation in respect of Building Regulations, OFTEC standards, Gas Safe Regulations or any Gas Warning Notice issued by a Smart AIM Solutions Ltd tradesperson. Our tradespeople operate under our own Gas Safe and OFTEC Registration, as such, we are responsible for any gas and oil related work and subsequent liability.

We will not hold responsibility or liability for damage caused whilst investigating and repairing any plumbing, gas, oil, water treatment or drainage work, including blockages. This includes but not limited to; the removal of bathroom suites, panels or furniture, tiles and tiling, floor coverings (carpet, rugs, laminate, wood, tiles etc), internal and external walls where pipework is/has to be routed and other damages as a result.

It is the responsibility of you to protect items of furniture, furnishings, fixtures and fittings. We will make efforts not to cause damage however you should remove items that are of concern. If items remain within the working area, it is the responsibility of you to cover/protect such items.

We cannot guarantee to avoid causing damage to surrounding plaster, rendering, brickwork, wallpaper, paintwork, flooring, tiling, or other coverings, in the areas required for agreed work to be completed. You should discuss with us any concerns of potential damage to property before work commences.

We will not hold any responsibility for any damage suffered to a part of any property where the damage is in whole or in part a consequence of a defect or weakness in that part of the property. All materials removed during installation will be cleared from site and cannot be retrieved thereafter. If materials are required to be retained this must be stated in writing before work commences. We cannot guarantee to remove any materials intact and without damage.

Subject to the exclusions listed below, we undertake to make good and repair any defect in completed work, which appears within twelve months of the completion date, to the extent that such defect arises from the breach of our obligations under this contract.

All defects must be notified to us by you in writing within this period, and we and our insurers must be provided the opportunity to inspect the work and any alleged defect. This inspection shall only apply to work carried out and completed by us that has been paid in full by you. Following the inspection and it transpires the alleged defect is not the result of any work carried out or provided by us, we reserve the right to make a charge to you for the inspection visit.

Exclusions include:

You hereby agrees to afford us a reasonable opportunity for access and remedying any faults for which we are liable and for supplying service such as water and electricity.  

16. Consents and Access
It is your duty to ensure suitable permission, permits, licenses and all other consents from the owner/landlord/agent/organisation, and/or planning permission if necessary is obtained prior to installation work carried out by us. We will not be held responsible for any damage to the property (such as fixings, holes etc.) if this has not been obtained, and in the event of equipment supplied or installed requiring removing or re-positioning, extra charges will be incurred.

You shall provide clear access to enable us to undertake the works and will make all the necessary arrangements with the proper persons or authorities for any traffic controls and signals required in the connection with carrying out the works.

You shall obtain permission for us to proceed over property belonging to neighbours or third parties if this is necessary. You shall indemnify us in all aspects of claim from neighbouring/third party properties arising out of the presence of us or its employee's/representatives.
You will always ensure the environment is safe for us and our employee's/representatives for the purpose of carrying out the works.

By instructing us to proceed with any works as agreed, it is understood by us that you have sought the necessary permission as set out above. You will be liable for all loss and damage whether indirect, direct, or consequential which has been suffered by us as a result of the failure or delay of  in performing the obligations as detailed above.

You shall indemnify us against all actions, claims, demands, suits, losses, costs, expenses, and charges which we may suffer or incur in connection with a claim by a third party, resulting from a breach of your obligations, undertakings and representations and warranties in connection with this contract.

We have based our price to you upon free access to your premises without hindrance (but only in the area and for the express purpose of the works as ordered) and the free use of electricity and water

17. Title to Goods
Goods supplied and delivered by us to you, or your premises, shall remain our property until paid for by you in full. Whilst goods remain our property, we have the absolute authority to:

The risk in such goods will pass to you on delivery to you. You must insure them at replacement value, and if asked you must produce evidence that they are properly insured.

18. Complaints Procedure
In the unlikely event you experience a problem with the service provided by us, you must put your complaint in writing to Smart Aim Solutions Ltd, Unit R Bristol Court, Betts Avenue, Martlesham Heath, Suffolk, IP5 3RY at your earliest opportunity. Upon receipt of this complaint, we will endeavour to resolve the matter within thirty days.
Nothing in these terms and conditions is intended to remove your rights regarding the quality of our work, or relating to faulty or misdescribed goods that are supplied as part of our service.

19. General
These terms and conditions may not be released, discharged, supplemented, interpreted, varied or modified in any manner except by an instrument in writing signed by a duly authorised representative and you. Our terms and conditions will prevail over any terms and conditions used by you or contained, set out or referred to in any documentation sent to us by you. By entering into a contract with us you agree irrevocably to waive the application of any of these terms and conditions. These terms and conditions, and all contracts awarded between us and you, shall be governed and construed in accordance with English Law and shall be subject to the exclusive jurisdiction of the English Law.

Smart AIM Solutions Ltd  is a company incorporated in England and Wales with registered number: 10738897.
Our registered office and main trading address is: Smart Aim Solutions Ltd, Unit R Bristol Court, Betts Avenue, Martlesham Heath, Suffolk, IP5 3RY.

Our registered VAT number is: 286458750.