Anglian Lifts Ltd
Terms and Conditions of Sale, Installation, Repair and Service
Last updated: 1st June 2025
These Terms and Conditions apply to all quotations, orders, sales, installations, repairs, removals, servicing, maintenance visits, call-outs, surveys, inspections, project works and associated services supplied by Anglian Lifts Ltd.
Please read these Terms and Conditions carefully before placing an order with us. By accepting a quotation, placing an order, paying a deposit, booking a service, authorising works, or allowing us to commence work, you agree to be bound by these Terms and Conditions.
Nothing in these Terms and Conditions affects your statutory rights.
1. About us
1.1 “We”, “us”, “our” and “Anglian Lifts” means Anglian Lifts Ltd.
1.2 Anglian Lifts Ltd is a company registered in England and Wales.
1.3 Our company number is 13398106.
1.4 Our VAT number is 381701896.
1.5 Our registered office and trading address is:
Anglian Lifts Ltd
Unit 1, Nene Court
Enterprise Way
Enterprise Park
Yaxley
Peterborough
PE7 3TJ
1.6 Our contact details are:
Telephone: 01733 971975
Email: enquiries@anglian-lifts.co.uk
Website: www.anglian-lifts.co.uk
2. Definitions
2.1 “Customer”, “you” and “your” means the person, company, organisation, local authority, housing association, care provider, contractor, builder, architect, landlord, tenant, representative or other party purchasing Goods or Services from us.
2.2 “Goods” means any lift, stairlift, home lift, through-floor lift, vertical platform lift, inclined platform lift, step lift, hoist, PVE vacuum elevator, access equipment, parts, components, batteries, rails, tracks, fixings, controls, safety devices, or other products supplied by us.
2.3 “Services” means any survey, consultation, design, installation, repair, removal, maintenance, servicing, testing, inspection, call-out, project management, commissioning, remedial work, building coordination, electrical coordination, or other work carried out by us or on our behalf.
2.4 “Bespoke Goods” means any Goods that are made to measure, manufactured to order, imported specially, customised, configured, adapted, allocated to a particular project, or otherwise supplied specifically for the Customer’s requirements or property.
2.5 “Standard Goods” means Goods that are standard stock items and are not made to measure, customised, imported specially, manufactured to order, or specifically allocated to the Customer’s project.
2.6 “Project Works” means larger or more complex works, including home lifts, PVE vacuum elevators, platform lifts, through-floor lifts, shaft works, apertures, builders’ works, electrical works, plumbing alterations, structural preparation, multi-trade coordination, or works involving third-party contractors.
2.7 “Quotation” means our written quotation, estimate, proposal, order form, specification, email, or other written document setting out the Goods, Services, price and payment terms.
2.8 “Contract” means the agreement between us and the Customer, comprising the Quotation, order confirmation, these Terms and Conditions, and any agreed written amendments.
2.9 “Site” means the property, building, premises, land, access route, work area or location where the Goods or Services are to be delivered, installed, repaired, serviced, inspected or removed.
2.10 “Working Day” means Monday to Friday, excluding bank holidays and public holidays in England.
3. Scope of these Terms
3.1 These Terms apply to all work we carry out, including but not limited to:
a) new stairlift sales and installations;
b) reconditioned stairlift sales and installations;
c) home lift sales and installations;
d) PVE vacuum elevator sales and installations;
e) through-floor lift sales and installations;
f) wheelchair platform lift sales and installations;
g) step lift sales and installations;
h) hoists and other access equipment;
i) repairs and call-outs;
j) servicing and maintenance;
k) removals and refits;
l) survey, design and project management;
m) associated building, electrical, plumbing or preparatory works where included in our Quotation.
3.2 These Terms apply to both domestic customers and business customers unless a clause specifically states otherwise.
3.3 If there is any conflict between these Terms and a specific written Quotation or order confirmation, the written Quotation or order confirmation shall take priority, but only to the extent of that conflict.
3.4 Any variation to these Terms must be agreed by us in writing.
4. Quotations and Estimates
4.1 All Quotations are valid for the period stated on the Quotation. If no period is stated, the Quotation is valid for 30 days from the date of issue.
4.2 A Quotation is not a binding contract until accepted by the Customer and confirmed by us.
4.3 An estimate is an indication of likely cost only and is not a fixed price unless expressly stated in writing.
4.4 Quotations are based on the information available to us at the time, including information provided by the Customer, visual inspection, survey findings, manufacturer information, and any drawings, photographs or specifications supplied.
4.5 Unless expressly stated otherwise, our Quotation is based on visible, accessible and reasonably discoverable conditions only.
4.6 We reserve the right to revise the Quotation if:
a) the Customer provides incomplete, incorrect or misleading information;
b) Site conditions differ from those visible or disclosed at the time of Quotation;
c) hidden defects, structural issues, unsuitable fixings, damp, asbestos, poor electrical condition, concealed services, access restrictions, or other unknown issues are discovered;
d) the Customer changes the specification, location, finish, design, programme or scope of works;
e) manufacturer, supplier, shipping, currency, tax, duty, material or labour costs change before the Contract is formed;
f) additional Goods or Services are required to complete the works safely or correctly.
4.7 Any drawings, illustrations, brochures, photographs, website images, CGI images, renders or manufacturer images are for general guidance only unless expressly stated to form part of the agreed specification.
4.8 Colours, finishes, materials, dimensions and appearance may vary slightly from images, samples, brochures or website materials due to manufacturing tolerances, screen settings, lighting, site conditions and product updates.
4.9 We reserve the right to correct obvious errors or omissions in Quotations, order confirmations, invoices, brochures, drawings or written communications.
5. Customer Information and Suitability
5.1 The Customer is responsible for ensuring that all information provided to us is accurate and complete.
5.2 Where Goods are being supplied for a particular user, the Customer must tell us about any relevant medical, mobility, access, weight, transfer, behavioural, cognitive, environmental or property-related requirements that may affect the suitability of the equipment.
5.3 We may recommend equipment based on the information available to us, but the Customer is responsible for making the final decision to proceed unless we have expressly agreed in writing to provide a formal professional assessment.
5.4 We may decline to supply or install Goods if, in our reasonable opinion, the equipment is unsuitable, unsafe, impractical, non-compliant, or cannot be installed to an acceptable standard.
5.5 The Customer must notify us of any relevant changes before delivery, installation, repair or service takes place.
6. Acceptance of Order
6.1 An order is accepted when:
a) the Customer confirms acceptance of our Quotation verbally, by email, in writing, through an online booking system, by signing an order form, or by paying a deposit or stage payment; and
b) we confirm acceptance of the order or begin processing the order.
6.2 Once an order is accepted, the Customer is responsible for all costs reasonably incurred by us in connection with that order.
6.3 For Bespoke Goods, imported equipment, made-to-measure items, project-specific equipment or manufacturer-allocated Goods, we may place orders with suppliers and manufacturers shortly after the Customer accepts the order.
6.4 Once manufacture, ordering, allocation, procurement, import, survey/design work, project planning, or site preparation has commenced, cancellation may result in charges as set out in these Terms.
7. Prices and VAT
7.1 Prices are as stated in our Quotation or order confirmation.
7.2 Unless stated otherwise, prices include VAT where applicable.
7.3 Some Customers may be eligible for VAT relief on qualifying Goods or Services. Where VAT relief is claimed, the Customer is responsible for providing accurate information and signing any required declaration.
7.4 If VAT relief is incorrectly claimed, refused, withdrawn, challenged or found not to apply, the Customer is responsible for paying the VAT due.
7.5 Unless expressly included in the Quotation, prices do not include:
a) building works;
b) electrical works;
c) plumbing works;
d) structural calculations;
e) planning permission;
f) building control fees;
g) architect fees;
h) craneage, specialist lifting equipment or road closures;
i) parking permits or congestion charges;
j) asbestos surveys or removal;
k) decoration, making good or finishing works;
l) carpet, flooring, tiling or joinery works;
m) third-party consultant costs;
n) storage costs;
o) out-of-hours work;
p) additional visits caused by lack of Site readiness;
q) any works not specifically stated in the Quotation.
7.6 We may charge additional sums where there are changes to the agreed scope, specification, access, delivery arrangements, Site readiness, preparatory works, electrical supply, building works, customer requirements or Site conditions.
8. Deposits, Stage Payments and Final Payments
8.1 Unless otherwise agreed in writing, we may require a deposit or advance payment before accepting an order, reserving installation time, carrying out design/survey work, ordering Goods, allocating stock, or commencing manufacture.
8.2 For standard Goods, stairlifts, repairs or smaller works, the payment terms will be as stated in the Quotation or invoice.
8.3 For home lifts, PVE vacuum elevators, platform lifts, imported equipment, Bespoke Goods or Project Works, payment terms may include stage payments such as:
a) payment on order;
b) payment before manufacture;
c) payment before release from manufacturer or supplier;
d) payment before dispatch;
e) payment before delivery;
f) payment before installation;
g) payment on completion.
8.4 The exact payment terms will be set out in the Quotation, order confirmation or invoice.
8.5 Unless expressly agreed otherwise in writing, all stage payments must be received in cleared funds before we are required to proceed to the next stage.
8.6 Where payment is described as due “prior to delivery”, “before delivery”, “prior to release”, “release payment”, “before dispatch”, “before collection”, “prior to import” or similar, this means payment must be received in cleared funds before the Goods are released from the manufacturer, supplier, warehouse, overseas factory, holding depot, storage facility, transport provider or other relevant party. It does not mean payment may be delayed until the Goods arrive at the Customer’s property.
8.7 We may suspend, delay, cancel or postpone delivery, installation, handover, commissioning or further works if any payment is overdue.
8.8 We may withhold manuals, keys, user documentation, certificates, warranty registration, completion documents, remote controls or handover until all due payments have been received.
8.9 Final payment is due on completion unless otherwise stated in writing.
8.10 The Customer may not withhold payment because of minor snagging, cosmetic items, paperwork, manufacturer documentation, non-safety-related adjustments, or matters outside the agreed scope, provided the equipment has been installed and is operational or the agreed works have been substantially completed.
8.11 If any payment is not made when due, we may charge reasonable administration costs, storage costs, rebooking costs, transport costs, additional labour costs, manufacturer charges, supplier charges and debt recovery costs reasonably incurred as a result of late payment.
8.12 For business customers, we reserve the right to charge statutory interest and compensation under applicable late payment legislation.
8.13 For domestic customers, we reserve the right to charge reasonable interest and reasonable debt recovery costs where payment is overdue.
9. Bespoke, Imported and Made-to-Order Goods
9.1 Many of the Goods we supply are bespoke, made-to-measure, imported, manufactured to order, configured to Customer requirements, or allocated specifically to a Customer project.
9.2 Bespoke Goods may include, but are not limited to:
a) PVE vacuum elevators;
b) home lifts;
c) platform lifts;
d) through-floor lifts;
e) custom rails or tracks;
f) curved stairlifts;
g) special finishes, colours or configurations;
h) equipment manufactured or imported for a particular Site;
i) Goods ordered from overseas manufacturers;
j) Goods allocated to a specific project or Customer order.
9.3 Bespoke Goods may have limited resale value and may not be suitable for use on another Site without modification, reallocation, storage, additional cost or manufacturer approval.
9.4 Once Bespoke Goods have been ordered, allocated, manufactured, imported, customised or released, cancellation may result in the retention of deposits and stage payments to cover our reasonable costs and losses.
9.5 Where commercially practical, we will take reasonable steps to reduce our losses, which may include attempting to reallocate, reuse or resell Goods.
9.6 Any refund, if due, will be calculated after taking into account our costs, losses, supplier charges, manufacturer charges, administration, survey/design time, reserved labour, storage, transport, loss of profit and any sums recovered through reallocation or resale.
10. Cancellation by Consumer Customers
10.1 If you are a consumer, your cancellation rights will depend on how and where the Contract was made, the type of Goods or Services ordered, and whether the Goods are standard or bespoke.
10.2 Where a legal cooling-off period applies, we will provide the required cancellation information.
10.3 If you ask us to begin Services during any cooling-off period, you may be required to pay for work carried out, Goods ordered, costs incurred, and Services provided up to the point of cancellation.
10.4 The right to cancel may not apply, or may be limited, where Goods are made to the Customer’s specification, personalised, bespoke, made-to-measure, specially ordered, manufactured to order, or clearly customised.
10.5 The right to cancel may also be limited where you specifically request urgent repairs or maintenance.
10.6 If the Customer cancels after the cooling-off period, or cancels an order to which the cooling-off period does not apply, we may charge and/or retain sums to cover our reasonable losses arising from the cancellation.
10.7 These losses may include, but are not limited to:
a) administration costs;
b) survey costs;
c) design costs;
d) manufacturer charges;
e) supplier charges;
f) bespoke manufacture;
g) imported Goods;
h) project planning;
i) storage;
j) transport;
k) shipping;
l) customs, duty or import charges;
m) reserved labour;
n) subcontractor costs;
o) building or electrical preparation;
p) loss of profit;
q) any other costs reasonably incurred.
10.8 We will take reasonable steps to reduce our losses where commercially practical.
10.9 Any refund, if due, will be assessed on a case-by-case basis.
10.10 Nothing in this section affects your statutory rights in relation to faulty Goods or Services not carried out with reasonable care and skill.
11. Cancellation by Business Customers
11.1 Business customers do not have consumer cooling-off rights.
11.2 If a business customer cancels an order after acceptance, the business customer shall be liable for all costs, losses, expenses and loss of profit reasonably incurred by us as a result of the cancellation.
11.3 This includes, but is not limited to, manufacturer charges, supplier charges, Bespoke Goods, imported Goods, project planning, administration, survey/design, transport, storage, reserved labour, subcontractor costs and loss of profit.
11.4 Where Goods are Bespoke Goods, imported, specially ordered, manufactured, configured, adapted or allocated to the business customer’s project, cancellation charges may be up to the full Contract price depending on the stage reached and losses incurred.
12. Cancellation, Suspension or Delay by Us
12.1 We may cancel, suspend or delay an order or service where:
a) Goods are unavailable;
b) a manufacturer or supplier cannot fulfil the order;
c) the Site is unsuitable or unsafe;
d) required information has not been provided;
e) payments have not been made;
f) the Customer has breached these Terms;
g) we reasonably believe the works cannot be carried out safely, lawfully or properly;
h) circumstances outside our reasonable control prevent or delay performance.
12.2 If we cancel an order due to our own decision and not due to Customer breach, Site issues, supplier/manufacturer issues, or matters outside our control, we will refund any sums paid for Goods or Services not supplied, less any sums properly due.
12.3 If we suspend or delay works because of Customer breach, late payment, Site issues, lack of access, third-party delays or lack of Site readiness, the Customer will be responsible for any additional costs reasonably incurred.
13. Delivery
13.1 Delivery dates are estimates unless expressly confirmed by us in writing as fixed dates.
13.2 We will use reasonable endeavours to meet estimated delivery and installation dates, but time shall not be of the essence unless expressly agreed in writing.
13.3 We are not responsible for delays caused by manufacturers, suppliers, shipping, customs, transport, parts availability, weather, labour availability, illness, access problems, customer delays, third-party contractors, Site readiness issues, force majeure, or other matters outside our reasonable control.
13.4 The Customer is responsible for ensuring suitable access for delivery, including parking, unloading, clear routes, suitable doorway widths, stair access, lifts, lifting arrangements, permits and safe working conditions.
13.5 If delivery cannot take place because of lack of access, unsafe conditions, Customer delay, late payment or Site unreadiness, we may charge for aborted delivery, storage, redelivery, waiting time, transport and labour.
14. Site Readiness and Customer Responsibilities
14.1 The Customer is responsible for ensuring that the Site is ready, safe, clear, accessible and suitable for delivery, installation, repair, servicing or removal on the agreed date.
14.2 Site readiness includes, where applicable:
a) clear access routes;
b) suitable parking and loading access;
c) suitable lifting, unloading or delivery access;
d) completed building works;
e) completed apertures, openings, builders’ work and structural supports;
f) completed electrical works;
g) suitable power supply;
h) dry, clean and safe working areas;
i) removal of furniture, ornaments, personal belongings and fragile items;
j) safe control of pets, children and vulnerable persons;
k) any necessary permissions, licences, landlord consents, planning consents or building control approvals;
l) any other preparatory works stated in the Quotation, survey, drawings or manufacturer requirements.
14.3 If the Site is not ready, access is restricted, required works are incomplete, or we are unable to proceed safely or efficiently, we may charge for aborted visits, waiting time, storage, additional labour, return visits, accommodation, transport, rebooking, manufacturer charges, supplier charges and subcontractor costs.
14.4 The Customer must inform us before we attend Site of any hazards, restrictions or special requirements, including asbestos, fragile floors, weak structures, listed building restrictions, parking restrictions, access restrictions, concealed services, infection risks, aggressive animals, safeguarding issues or any other relevant matter.
14.5 The Customer must provide reasonable access to water, electricity, welfare facilities and parking where required.
14.6 If our engineers, subcontractors or representatives reasonably believe that the Site is unsafe, unsuitable or not ready, we may suspend the Services until the issue has been resolved.
15. Customer, Contractor and Third-Party Works
15.1 We are not responsible for works carried out by the Customer or by third parties not appointed by us.
15.2 This includes works carried out by builders, electricians, plumbers, architects, designers, consultants, surveyors, structural engineers, decorators, flooring contractors, carers, family members, landlords, tenants or other contractors.
15.3 Where our Goods or Services depend on third-party works being completed correctly, safely and on time, any delay, defect, non-compliance or change caused by those works may result in additional charges and/or delay.
15.4 Any drawings, measurements, templates, requirements or technical information supplied by us for preparatory works must be checked by the Customer and their appointed contractors before works are carried out.
15.5 We shall not be liable for losses, delays, defects, remedial works or additional costs caused by third-party works.
15.6 If third-party works damage, alter, interfere with or make unsafe any Goods or Services supplied by us, any resulting inspection, repair, replacement, recommissioning or remedial work may be chargeable.
16. Electrical Works and Power Supplies
16.1 Unless expressly included in our Quotation, the Customer is responsible for providing a suitable, compliant and certified electrical supply for the Goods before installation.
16.2 Any electrical requirements supplied by us are based on manufacturer information and the information available at the time.
16.3 If further works, upgrades, certification, remedial works, additional circuits, changes or investigations are required, these will be charged in addition unless expressly included in the Quotation.
16.4 We are not responsible for delay caused by incomplete, unsuitable, uncertified or non-compliant electrical works.
16.5 Where we arrange electrical works through our own subcontractor or appointed electrician, those works will be limited to the scope stated in our Quotation or order confirmation.
16.6 We are not responsible for the condition of existing wiring, consumer units, earthing, bonding, circuits, hidden cables or any wider electrical installation unless expressly stated in writing.
17. Building Works, Structural Works and Preparatory Works
17.1 Building works, structural works, making good, decoration, flooring, plumbing, carpentry, plastering, painting, landscaping or other preparatory works are only included where expressly stated in our Quotation.
17.2 Where such works are included, the scope will be limited to what is stated in our Quotation, drawings or written specification.
17.3 Unless expressly included, we do not provide structural calculations, planning applications, building control applications, party wall advice, asbestos surveys, listed building consents, landlord consents or architectural services.
17.4 The Customer is responsible for obtaining all necessary consents, approvals and permissions unless we expressly agree otherwise in writing.
17.5 Making good, decoration, flooring, trims, boxing-in, plastering, painting or finishing works are excluded unless expressly included in the Quotation.
17.6 Where we cut, drill, fix, remove, alter or install into existing structures, there may be reasonable disturbance to decoration, finishes, plaster, flooring or surrounding areas. We are not responsible for making good unless expressly included in the Quotation.
18. Manufacturer, Supplier, Import and Transport Issues
18.1 Some Goods are manufactured, supplied, imported or supported by third-party manufacturers or suppliers.
18.2 We will use reasonable endeavours to resolve manufacturer, supplier, shipping, customs, transport, parts or technical issues as quickly as reasonably possible.
18.3 We shall not be liable for delays, inconvenience, loss of use, consequential loss or cancellation arising from manufacturer defects, supplier delays, shipping delays, customs issues, parts availability, transport issues, technical updates or matters outside our reasonable control.
18.4 Where a manufacturer defect is identified, our responsibility will be to liaise with the manufacturer or supplier and arrange repair, replacement parts or remedial works within a reasonable period, subject to parts availability and manufacturer support.
18.5 Manufacturer brochures, drawings, images, finish samples, technical data and product information are supplied in good faith. Minor differences in appearance, finish, specification, component design or manufacturer design may occur and shall not amount to a defect unless they materially affect the performance, safety or agreed specification of the Goods.
19. Installation, Completion and Handover
19.1 Installation will be carried out in accordance with the agreed scope, relevant manufacturer instructions and reasonable industry practice.
19.2 The works will be treated as complete when the Goods have been installed and are operational, or when we notify the Customer that the agreed works have been completed.
19.3 Minor snagging, cosmetic matters, paperwork, documentation, manufacturer documentation, handover items or non-safety-related adjustments shall not entitle the Customer to withhold payment of the final balance unless we agree otherwise in writing.
19.4 Any genuine defect or snag will be dealt with under our guarantee, manufacturer warranty or remedial works process.
19.5 The Customer must not use the Goods before formal handover, commissioning or written authorisation.
19.6 Use of equipment before formal handover, commissioning or written authorisation is strictly prohibited and may invalidate any guarantee or claim relating to damage, malfunction, misuse or safety issues arising from such use.
19.7 Where keys, manuals, certificates, handover documents or manufacturer documents are required, we may withhold these until all sums due have been paid in full.
20. Repairs, Diagnostics and Fixed-Price Works
20.1 Repair visits, diagnostic visits, call-outs, inspections and fault-finding may be chargeable whether or not a repair is completed.
20.2 Where we provide a fixed-price Quotation for repair works, the price is for the agreed repair scope or outcome and is not a cost-plus arrangement unless expressly stated in writing.
20.3 We are not required to provide a breakdown of parts, labour, subcontractor costs, margin, overheads or internal costs unless this was agreed before the Contract was made.
20.4 Additional faults discovered during repair works may require a further Quotation and may not be included in the original price unless expressly stated.
20.5 Faults may be intermittent, hidden or caused by multiple issues. Completion of one repair does not guarantee that unrelated or further faults will not arise.
20.6 Where parts are obsolete, unavailable, imported, refurbished, reconditioned or specially sourced, timescales and costs may vary.
20.7 We reserve the right to decline repair works where equipment is unsafe, obsolete, unsupported, previously altered, incorrectly installed, or where parts are unavailable.
20.8 If another contractor, engineer or person interferes with the equipment before we have had a reasonable opportunity to inspect or repair it, we may not be responsible for any resulting loss, damage, defect or additional cost.
21. Service Plans and Maintenance Agreements
21.1 Service plans and maintenance agreements are subject to the specific terms stated in the relevant service plan or maintenance agreement.
21.2 A service plan does not guarantee that faults will not occur.
21.3 Unless expressly stated, service plans do not include:
a) misuse, abuse or neglect;
b) accidental damage;
c) vandalism;
d) water damage;
e) fire damage;
f) electrical supply issues;
g) building movement;
h) third-party interference;
i) obsolete parts;
j) batteries;
k) consumables;
l) cosmetic items;
m) upgrades;
n) removals;
o) relocations;
p) repairs outside the agreed scope.
21.4 We may refuse to continue a service plan if equipment is unsafe, obsolete, unsupported, repeatedly misused, inaccessible, or if recommended repairs are not carried out.
21.5 Service visits must be arranged at mutually convenient times, subject to engineer availability.
21.6 Missed appointments, aborted visits or failure to provide access may be chargeable.
22. Reconditioned, Second-Hand and Customer-Supplied Equipment
22.1 Where we supply reconditioned or second-hand Goods, this will be stated in the Quotation or order confirmation.
22.2 Reconditioned and second-hand Goods may show signs of previous use and may not be cosmetically perfect.
22.3 Any warranty on reconditioned or second-hand Goods will be limited to the warranty expressly stated in writing.
22.4 Where the Customer supplies their own equipment, we are not responsible for its suitability, condition, completeness, safety, compliance, warranty, missing parts, incorrect specification or manufacturer support.
22.5 We may refuse to install, repair, service or commission customer-supplied equipment if we reasonably consider it unsuitable, unsafe, incomplete, non-compliant or unsupported.
22.6 Any work on customer-supplied equipment is carried out at the Customer’s risk unless the issue is caused by our failure to exercise reasonable care and skill.
23. Buy-Backs, Removals and Trade-Ins
23.1 Any buy-back, removal, trade-in or part-exchange offer is at our discretion and must be agreed in writing.
23.2 Buy-back values are subject to inspection and may change if the equipment is damaged, incomplete, unsafe, older than stated, not as described, incorrectly removed, missing parts or no longer commercially reusable.
23.3 We are not obliged to buy back, remove, store or dispose of equipment unless agreed in writing.
23.4 Removal, disposal, making good, decoration, plastering, painting or flooring works are excluded unless expressly included in the Quotation.
24. Damage, Property Condition and Photographs
24.1 The Customer is responsible for removing or protecting furniture, ornaments, personal belongings, valuables and fragile items from the working area before we arrive.
24.2 We will take reasonable care when working at the Site.
24.3 The Customer accepts that installation, removal, repair or building works may involve drilling, fixing, lifting, carrying, cutting, removing, adapting or working close to existing finishes and may cause minor disturbance to decoration, plaster, flooring, walls or surrounding areas.
24.4 We are not responsible for pre-existing damage, wear and tear, poor workmanship by others, weak structures, fragile finishes, hidden defects, unsuitable surfaces or items left in the working area.
24.5 We may take photographs or videos of the work area before, during and after works for survey, installation, quality control, training, record keeping, dispute resolution and insurance purposes.
24.6 Unless specifically noted in writing before works begin, we cannot accept responsibility for alleged damage to items or areas that were not present, visible, accessible or brought to our attention at the time of installation, repair, service or removal.
24.7 Any alleged damage must be reported to us in writing as soon as reasonably possible and, in any event, before any repair, replacement, alteration or disposal is carried out by the Customer or a third party.
24.8 The Customer must give us a reasonable opportunity to inspect any alleged damage before instructing another contractor or carrying out remedial works, unless there is an immediate safety risk.
25. Changes and Variations
25.1 Any change to the agreed specification, location, finish, model, drawings, programme, access, delivery arrangements, scope of works, building works, electrical works or installation method must be agreed in writing.
25.2 Any additional cost, delay, manufacturer charge, supplier charge, transport charge, labour charge or subcontractor cost arising from a change will be payable by the Customer.
25.3 We are not obliged to carry out additional works unless we agree to do so in writing.
25.4 If the Customer requests changes after Goods have been ordered, manufactured, imported, configured or allocated, it may not be possible to make the change or additional charges may apply.
26. Ownership and Risk
26.1 Ownership of Goods remains with Anglian Lifts Ltd until all sums due under the Contract have been paid in full.
26.2 Risk in the Goods passes to the Customer when the Goods are delivered to the Site, installed, collected by the Customer, or handed over, whichever happens first.
26.3 If Goods are delivered to the Site before full payment has been made, the Customer must keep them safe, insured, undamaged and clearly identifiable as our property until payment has been made in full.
26.4 The Customer must not sell, transfer, dispose of, alter, damage, remove or allow any third party to interfere with Goods that have not been paid for in full.
26.5 If payment remains overdue, the Customer grants us permission to enter the Site, at a reasonable time and on reasonable notice, to inspect, protect, disable or recover Goods that remain our property, subject to any legal restrictions.
27. Warranty and Guarantee
27.1 Warranty and guarantee periods will be stated in the Quotation, order confirmation, service agreement, warranty document or manufacturer documentation.
27.2 Different Goods and Services may have different warranty periods.
27.3 Manufacturer warranties are subject to manufacturer terms, conditions, exclusions and procedures.
27.4 Our workmanship warranty applies only to workmanship carried out by us or our appointed subcontractors.
27.5 Unless expressly stated otherwise, warranty does not cover:
a) misuse, abuse or neglect;
b) accidental damage;
c) vandalism;
d) water damage, fire damage or storm damage;
e) power supply issues;
f) unsuitable or defective building works;
g) unsuitable or defective electrical works;
h) third-party interference;
i) unauthorised repairs or alterations;
j) lack of servicing or maintenance;
k) consumables, batteries or wear-and-tear items;
l) cosmetic deterioration;
m) user error;
n) failure to follow instructions;
o) damage caused by pets, children, visitors, tenants, carers or other third parties;
p) faults outside the agreed warranty scope.
27.6 Warranty may be invalidated if the Goods are moved, altered, repaired, serviced, dismantled, modified or interfered with by anyone other than us or a person authorised by us.
27.7 Warranty does not remove the need for routine servicing and maintenance.
27.8 If a fault is reported under warranty and no fault is found, or the fault is caused by an excluded matter, the visit and any parts or labour may be chargeable.
28. Safety, Use and Customer Duties
28.1 The Customer must use the Goods safely and in accordance with all instructions, manuals, training, handover information and warning labels.
28.2 The Customer must not overload, misuse, bypass, alter, obstruct, damage or interfere with any safety device, control, sensor, switch, door, gate, interlock, battery, charger, rail, drive system, lift car or other component.
28.3 The Customer must ensure that users are capable of using the Goods safely and understand any instructions or limitations.
28.4 Children, vulnerable persons, pets and visitors must be supervised where appropriate.
28.5 The Customer must stop using the Goods immediately if they believe the Goods are unsafe, damaged or faulty, and must contact us as soon as reasonably possible.
28.6 The Customer must not allow unqualified or unauthorised persons to repair, service, alter, dismantle or interfere with the Goods.
29. Complaints and Disputes
29.1 If the Customer is unhappy with any aspect of our Goods or Services, the Customer must notify us in writing as soon as reasonably possible.
29.2 The complaint should include the Customer’s name, address, contact details, order number if available, a description of the issue, photographs where relevant, and the outcome being sought.
29.3 The Customer must give us a reasonable opportunity to inspect and, where appropriate, put matters right.
29.4 The Customer must not instruct another contractor to alter, remove, repair or interfere with the Goods or Services without first giving us a reasonable opportunity to inspect, unless there is an immediate safety risk.
29.5 If the Customer instructs another contractor without giving us a reasonable opportunity to inspect or remedy, we may not be responsible for the resulting costs or consequences.
29.6 We will aim to respond to complaints within a reasonable time.
29.7 Nothing in this section affects the Customer’s statutory rights.
30. Liability
30.1 We do not exclude or limit liability where it would be unlawful to do so.
30.2 This includes liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation, and any liability that cannot legally be excluded.
30.3 We shall not be liable for indirect or consequential losses, including loss of profit, loss of business, loss of income, loss of opportunity, loss of use, inconvenience, distress, alternative accommodation, alternative transport, care costs, or losses arising from delay, unless the law does not allow us to exclude such liability.
30.4 For business customers, our total liability shall not exceed the price paid under the Contract giving rise to the claim, unless the law does not allow such limitation.
30.5 For domestic customers, nothing in these Terms limits statutory rights.
30.6 We are not responsible for losses caused by the Customer’s failure to follow instructions, provide access, prepare the Site, make payments, disclose relevant information, obtain permissions, maintain the Goods, or prevent third-party interference.
31. Events Outside Our Reasonable Control
31.1 We shall not be liable for delay or failure to perform caused by events outside our reasonable control.
31.2 Such events may include manufacturer delay, supplier delay, shipping delay, customs delay, transport issues, illness, accident, weather, flood, fire, strike, shortage of labour, shortage of materials, power failure, war, terrorism, pandemic, government action, technical failure, import restrictions, exchange rate issues, or Site conditions outside our control.
31.3 If such an event occurs, we will take reasonable steps to minimise the effect and resume performance as soon as reasonably practical.
32. Data, Records, Photographs and Communications
32.1 We may hold and process personal information for the purposes of Quotations, orders, surveys, installation, repair, servicing, maintenance, warranties, complaints, accounts, legal compliance and customer service.
32.2 We may communicate with the Customer by telephone, email, text message, post, online booking system or other reasonable methods.
32.3 We may keep records of communications, photographs, videos, survey notes, job sheets, invoices, payment records and service history.
32.4 Photographs and videos taken for survey, installation, repair, service, quality control, training, insurance or dispute purposes will be used responsibly and in accordance with applicable data protection laws.
32.5 We will not use identifiable images of the Customer or their property for marketing without consent.
33. Intellectual Property
33.1 All drawings, designs, photographs, documents, text, images, calculations, specifications, layouts and materials prepared by us remain our intellectual property unless expressly agreed otherwise in writing.
33.2 The Customer may use documents supplied by us only for the purpose of the relevant project.
33.3 The Customer must not copy, reproduce, publish, share, adapt or use our materials for any other purpose without our written consent.
34. Subcontractors
34.1 We may use subcontractors, specialist engineers, electricians, builders, transport companies, lifting companies or other third parties to carry out parts of the Goods or Services.
34.2 Where we appoint subcontractors, we remain responsible for the work they carry out within the agreed scope, subject to these Terms.
34.3 The Customer must not give instructions directly to our subcontractors that change the scope, cost, specification or programme unless we agree in writing.
35. Access, Parking and Charges
35.1 The Customer must provide safe and reasonable access to the Site.
35.2 The Customer is responsible for notifying us of parking restrictions, loading restrictions, permits, congestion charges, clean air zone charges, tolls, access times, height restrictions, weight restrictions or other access issues.
35.3 Unless included in the Quotation, parking charges, permits, tolls, congestion charges, clean air zone charges, ferry charges, accommodation, special transport, lifting equipment or unusual access costs may be charged in addition.
36. Storage
36.1 If Goods are ready for delivery or installation but cannot be delivered or installed because of late payment, Site readiness, Customer delay, access issues or any other matter outside our control, we may place the Goods into storage.
36.2 Storage, insurance, transport, rebooking and associated costs may be charged to the Customer.
36.3 Delay in accepting delivery or installation does not delay the Customer’s obligation to make any payment due.
37. Notices
37.1 Any notice under these Terms must be made in writing by email or post.
37.2 Notices sent by email will be treated as received on the next Working Day after sending, unless the sender receives a delivery failure message.
37.3 Notices sent by post will be treated as received two Working Days after posting by first class post.
38. Assignment
38.1 The Customer may not transfer their rights or obligations under the Contract without our written consent.
38.2 We may transfer or subcontract our rights and obligations where this does not materially reduce the Customer’s rights under the Contract.
39. Severance
39.1 If any clause of these Terms is found to be invalid, unlawful or unenforceable, the remaining clauses shall continue to apply.
39.2 The invalid clause shall be treated as amended only to the extent necessary to make it valid, lawful and enforceable.
40. Waiver
40.1 If we do not enforce a right under these Terms, this does not mean we have waived that right.
40.2 Any waiver must be confirmed in writing.
41. Governing Law and Jurisdiction
41.1 These Terms and the Contract are governed by the laws of England and Wales.
41.2 The courts of England and Wales shall have jurisdiction over any dispute, subject to any mandatory consumer rights that apply.
42. Model Cancellation Wording for Domestic Consumers
If you have a legal right to cancel and wish to do so, you may use the wording below.
To:
Anglian Lifts Ltd
Unit 1, Nene Court
Enterprise Way
Enterprise Park
Yaxley
Peterborough
PE7 3TJ
Email: enquiries@anglian-lifts.co.uk
I hereby give notice that I cancel my contract for the supply of the following Goods and/or Services:
Goods/Services ordered:
Ordered on:
Name of customer:
Address of customer:
Telephone number:
Email address:
Signature, if sent by post:
Date:
Please note that cancellation rights may not apply, or may be limited, where Goods are bespoke, custom-made, made-to-measure, specially ordered, imported, manufactured, configured, adapted or allocated specifically for you or your property, or where Services have been started or completed at your request during the cancellation period.
43. Important Notice
These Terms are intended to set out the basis on which Anglian Lifts Ltd supplies Goods and Services.
They do not remove or reduce any statutory rights that cannot legally be excluded.
Where the Customer is a consumer, these Terms should be read alongside applicable consumer protection legislation.
Where the Customer is a business, these Terms form part of the commercial agreement between the parties.