Terms & conditions
Version 1.1 · 19 October 2026
Read these terms alongside your individual quotation. Download a text copy. You can also print this page or save it as a PDF using your browser.
Who we are
VCG Property Services Ltd, registered in England and Wales, company number 17382547. Telephone: 07726 183053. Email: admin@vcgpropertyservices.co.uk. Company registration details are available on our Company information page. The applicable business and complaints addresses will also be provided with your quotation before you agree to the work.
Your agreement
These terms are intended for consumers buying property repairs, maintenance, decorating, carpentry, plumbing maintenance and improvements. Business work requires terms appropriate to that order. Your written quotation or work order identifies the work, price, materials, timing and payment arrangements. These terms and the accepted order form the agreement. We will provide them before you agree. An enquiry alone does not create a booking. A contract is made when you accept our offer, or when we accept your order, as explained in the quotation. Changes to this website do not retrospectively change an existing agreement.
Quotations and estimates
A quotation gives a price for its stated scope and assumptions; an estimate is an indication, not a fixed price, and will be labelled accordingly. The quotation will state its validity period. Consumer prices will include applicable taxes and agreed charges, or explain how the total is calculated if it cannot reasonably be fixed in advance. No additional chargeable work will be undertaken without your agreement. We will resolve any pricing error before a contract is agreed; this is not a right to change an accepted price unilaterally.
The work and changes
We will carry out the agreed work with reasonable care and skill. We will explain the scope and exclusions, and agree any change to the work, cost or timing before proceeding. If hidden damage or unsafe conditions are discovered, we may pause affected work, explain the issue and discuss options. We will take reasonable steps to leave the area safe. We will not treat a pause as permission for unrestricted extra charges. Work outside our agreed scope or competence will require separate arrangements.
Access and your information
Please ensure you have authority to instruct the work, provide agreed access and disclose known hazards or relevant restrictions. We will agree any necessary utilities, parking and protection arrangements. If an access problem causes delay or a wasted visit, we will explain the impact and seek to minimise loss. Any proposed charge must be fair, proportionate and consistent with the agreed order and your legal rights.
Materials and waste
The order will identify materials and whether removal of work-generated waste is included. We will seek agreement before substituting specified products. Goods we supply must meet applicable consumer standards. Please discuss customer-supplied items with us before buying; we will explain reasonably identifiable suitability issues. We remain responsible for our own work and advice. A manufacturer warranty does not replace your rights against us. Hazardous materials require appropriate arrangements.
Timing
We will agree dates or an expected timeframe and explain any dependencies. If circumstances change, we will tell you, minimise disruption and discuss revised arrangements. We do not exclude responsibility simply because a supplier or subcontractor is involved. Your rights where an agreed deadline is essential, or where work is not performed within a reasonable time, remain unaffected.
Payment
VCG Property Services Ltd is not currently VAT registered and does not charge VAT. An advance payment may be required to cover materials and other reasonable upfront costs for your job. The amount, purpose and due date will be stated in your quotation before you agree to the work. For larger projects, the quotation may include stage payments linked to agreed progress. All advance and stage payments are credited against the total contract price. The remaining balance is payable immediately upon completion of the agreed work. We will provide an itemised final invoice showing the agreed price, approved variations, payments received and balance due. Advance payments are not automatically non-refundable. Any refund or deduction following cancellation will be assessed under the cancellation provisions and your statutory rights. Please contact us promptly about an invoice query; we will investigate and explain the amount claimed. You retain your legal rights to dispute charges and seek remedies. Any cancellation deduction or recovery charge must be lawful, fair and supported by the circumstances. No standard late-payment fee is imposed by these terms.
Consumer cancellation
Where statutory cancellation rights apply, we will give you the relevant information and cancellation form before you agree. For a service-only distance or off-premises contract, the usual cancellation period ends 14 days after the day the contract is made. For a contract involving goods, including supply and fitting, the applicable period will normally run from delivery; separate deliveries can affect the date. The order must identify the applicable deadline and arrangements. Failure to provide required cancellation information can extend the period. You can cancel by any clear statement sent before the deadline, including email or post using our details above; you do not have to use the form. We will make refunds due without undue delay and within the applicable statutory time limit, normally 14 days after notification for services, using the original payment method unless you agree otherwise, without a refund fee. Goods-return rules can affect timing. Any goods-return costs and collection arrangements must be explained before the contract, including an estimate where goods cannot normally be posted. This clause does not give us a right to impose undisclosed return costs.
Starting during a cancellation period
We will not start services during a statutory cancellation period unless you expressly request this; for off-premises contracts the request must be recorded on a durable medium such as paper or email. Where the legal conditions are met and you then cancel, you pay only a proportionate amount for the services supplied up to cancellation. You lose a service cancellation right after full performance only if the required express request and acknowledgement were obtained. Merely accepting a quotation or these terms is not an early-start request. Specific exceptions can apply to genuinely urgent repairs you specifically request and certain bespoke goods; additional non-urgent work is not automatically exempt. We will identify any applicable exception before agreement.
Other cancellation or suspension
Outside statutory cancellation rights, contact us as soon as possible if you need to change or cancel. Any claim will be limited to lawful, reasonable losses actually caused, taking account of savings, recoveries and our duty to minimise loss. We will explain and evidence deductions and refund any balance owed. We will not recover the same loss twice through both a retained deposit and a separate cancellation charge. We may pause work for serious safety issues or a serious breach, explaining why and allowing a reasonable opportunity to resolve it where possible. If we cannot fulfil the agreement, we will refund payments for work or goods not supplied, without limiting other remedies you may have.
Completion and concerns
Completion means the agreed work, including any agreed variations, has been carried out. We will tell you when the work is complete and give you a reasonable opportunity to inspect it. An invoice or payment request alone does not establish that incomplete work is complete. Please tell us about concerns so we can investigate and, where required, put the work right within a reasonable time and without significant inconvenience. Depending on the circumstances, your statutory remedies may include repeat performance, repair, replacement, a price reduction or refund. Payment or an inspection does not waive those rights. There is no shortened deadline for reporting defects in these terms.
Responsibility and insurance
We are responsible for foreseeable loss caused by our breach or failure to use reasonable care and skill. We do not exclude liability for death or personal injury caused by negligence, fraud, or any liability or consumer right that cannot lawfully be excluded. We hold public and products liability insurance with Hiscox Insurance Company Limited. The certificate for 12 October 2026 to 11 October 2027 states a limit of indemnity of £5,000,000 for each and every claim or loss, excluding defence costs and representation costs. The policy schedule specifies geographical limits and applicable courts of the United Kingdom and European Union. Claims brought in the USA or Canada are not covered. Please contact us for details of the cover relevant to your proposed work. Insurance is subject to its policy terms, limits and exclusions; it does not replace or restrict our contractual responsibilities or your statutory rights. We remain responsible for subcontractors we engage to carry out our obligations. Pre-existing defects do not remove responsibility for damage we cause or for failing to exercise reasonable care.
Photographs and personal information
We may keep relevant job records and photographs for carrying out the work, quality checks and handling concerns, in line with our privacy information. We will seek separate permission for identifiable customer or property images used in marketing. See our privacy policy or ask us for a copy. Marketing permission is not a condition of receiving our services.
Complaints
Please email admin@vcgpropertyservices.co.uk, call 07726 183053 or write to our registered office with your work reference, concern and preferred resolution. We will acknowledge your complaint promptly, investigate and keep you informed of progress. If we cannot resolve it, we will explain our final position and provide applicable alternative dispute resolution information, including whether we are required or willing to participate. No trade membership or ADR scheme participation is claimed by these terms. You retain access to the courts.
Governing law
These terms are governed by the law of England and Wales, subject to mandatory consumer protections. Nothing restricts a consumer’s right to bring proceedings in a court available to them by law. If one provision is unenforceable, the remaining provisions continue where possible. Any change to your agreement requires both parties’ agreement.
Cancellation form
If you wish to cancel, you can use our separate cancellation form or download a copy. You may also cancel by any clear statement; using the form is not compulsory.