Terms of service

Company details

Company

Sparky

Address

1 Test Street, London, SW4 7UT

Email

hello@book-sparky.com

Phone

020 7946 0321

VAT number

GB123456789

Website

https://pentreefarms.com/

1. About our services

We provide property maintenance, repairs, inspections, compliance support, and related trade services. This may include one-off jobs, urgent attendance, scheduled work, quoted projects, and other services confirmed by the company.

The exact service, location, price, timing, and any special conditions will be set out in the booking confirmation, quote, estimate, invoice, message, or job record we send you.

2. Bookings and instructions

You can request work through this website, by phone, email, message, or any other channel we make available.

A booking is confirmed when we accept your request and agree to attend, reserve time, start work, or provide the agreed service. If you accept a quote or ask us to proceed, you authorise us to provide the agreed services and charge for them as explained to you.

If you are booking for another person, business, landlord, tenant, managing agent, or property owner, you confirm that you have authority to do so.

3. Urgent and initial attendance

For urgent or initial attendance, the first visit may be used to inspect, diagnose, make safe, or complete the work if reasonably possible.

Some issues cannot be fully resolved on the first visit. If further labour, specialist parts, access equipment, permissions, or follow-up work are needed, we will explain the next steps and provide an estimate or quote where appropriate.

Arrival and completion times are estimates unless we clearly agree otherwise in writing.

4. Quotes, estimates, and extra work

Quotes and estimates are based on the information available at the time, including what you tell us, photographs, visible conditions, and any inspection we carry out.

A quote or estimate may change if:

• the information provided was incomplete or inaccurate;
• hidden defects, unsafe conditions, or access issues are discovered;
• the scope of work changes;
• additional materials, specialist services, or follow-up visits are required;
• you ask for extra work;
• supplier prices or availability change before the work is accepted or completed.

We will seek your agreement before carrying out extra chargeable work, unless immediate action is reasonably needed to prevent danger, further damage, or serious disruption.

5. Customer responsibilities

You must provide accurate information and reasonable cooperation so we can carry out the work safely and efficiently.

You are responsible for:

• giving safe and clear access to the property and work area;
• making sure an authorised person is available when needed;
• providing parking, permits, keys, entry codes, or tenant access where required;
• moving fragile, valuable, or obstructing items where practical;
• keeping children, pets, tenants, visitors, and other occupants away from the work area;
• telling us about known hazards, unsafe installations, leaks, damp, pests, restricted areas, asbestos, or structural concerns;
• confirming any required landlord, freeholder, neighbour, planning, building control, or listed building permissions;
• providing utilities such as power and water where reasonably needed.

If we cannot attend or complete work because access, permissions, safety, or information were not provided, you may be charged for reasonable costs we incur.

6. Materials, parts, and goods

Where materials, parts, appliances, or other goods are needed, we may supply them directly or source them from third-party suppliers.

Unless agreed otherwise, supplied materials remain our property until paid for in full. Once materials are delivered to your property, you must take reasonable care of them, except where loss or damage is caused by us.

Manufacturer warranties apply according to the manufacturer's own terms. We are not responsible for the suitability, quality, warranty, or performance of customer-supplied parts or materials.

7. Payment

Prices, deposits, call-out charges, hourly rates, fixed prices, staged payments, and payment due dates will be confirmed before or during the booking or quote process.

You must pay invoices when due. We may ask for payment before attendance, before ordering materials, at stages during a project, or on completion.

If payment is late, we may pause further work, cancel future bookings, recover reasonable collection costs, or charge lawful late payment amounts where applicable.

8. Cancellations and rescheduling

If you need to cancel or rearrange a booking, contact us as soon as possible.

We may charge reasonable costs where:

• a booking is cancelled late;
• we cannot gain access;
• materials have already been ordered;
• specialist labour or equipment has been reserved;
• work has already started;
• the job has been completed.

Consumer cancellation rights may apply depending on how and when the contract was formed. These rights may be affected where you ask us to start urgent work, make a visit, order bespoke materials, or complete the service during a cancellation period. Nothing in these terms removes your statutory rights.

9. Memberships and maintenance plans

If we offer memberships, subscriptions, service plans, or maintenance packages, the plan details shown at purchase will explain the included benefits, exclusions, renewal terms, payment terms, and cancellation process.

A plan only includes the benefits expressly stated. It does not guarantee immediate attendance, unlimited work, free materials, or compliance certification unless those benefits are clearly included in the plan.

10. Standards, safety, and compliance

We will provide services with reasonable care and skill.

Where regulated work is required, we will use appropriately competent people and follow applicable legal and safety requirements. Certificates, reports, or compliance documents will only be issued where they are required, within our agreed scope, and where the condition of the installation or property allows us to do so.

We may refuse, pause, or stop work if conditions are unsafe, unlawful, abusive, inaccessible, outside our competence, outside the agreed scope, or affected by non-payment.

11. Guarantees and remedial work

Where we provide a workmanship guarantee, the details will be stated in your quote, invoice, plan, or job confirmation.

Guarantees do not usually apply to:

• pre-existing faults or poor existing installations;
• temporary repairs or make-safe work;
• customer-supplied parts;
• misuse, neglect, tampering, or third-party work after completion;
• issues caused by declined recommended work;
• blockages, leaks, or faults caused by conditions outside our control.

If you believe there is a problem with our work, contact us promptly and give us a reasonable opportunity to inspect and put things right.

12. Complaints

If something has gone wrong, contact us using the details above with your name, property address, job reference if available, and a clear description of the issue. We will review the complaint, may ask for photos or further information, and may arrange an inspection.

13. Liability

Nothing in these terms limits or excludes liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud, or your statutory rights as a consumer.

We are not responsible for delays or failures caused by events outside our reasonable control, hidden property defects, unsafe existing installations, lack of access, missing permissions, supplier delays, or third-party actions.

For business customers, we are not liable for indirect losses, loss of profit, loss of business, loss of opportunity, or loss of goodwill to the extent allowed by law.

14. Website information

Information on this website is general guidance only. It is not a survey, diagnosis, quote, or professional advice for your specific property unless we confirm that in writing.

Photos, examples, service descriptions, and estimated timings are illustrative and may vary depending on the property, access, safety conditions, materials, and scope of work.

15. Data handling and privacy

We collect and use personal information so we can respond to enquiries, provide quotes, manage bookings, carry out work, take payment, keep records, handle complaints, and meet legal obligations.

This may include your name, contact details, property address, job details, messages, photos, invoices, payment status, and service history.

We may share relevant information with employees, contractors, tradespeople, suppliers, payment providers, booking and website technology providers, insurers, accountants, professional advisers, and regulators where needed to provide the service or comply with the law. We do not sell your personal information.

16. Changes to these terms

We may update these terms from time to time. The version shown on this page applies from the effective date above. For confirmed bookings, the terms in place when the booking or quote was accepted will usually apply unless we agree otherwise with you.

17. Governing law

These terms are governed by the laws of England and Wales. Any disputes will be handled by the courts or dispute process that applies in that jurisdiction.