Consumer Contract Guidance

Consumer Contract Guidance

Consumer Contract Guidance

From 14 June 2014 the Consumer Contracts Regulations apply for all transactions though emergency callouts are exempt from Consumer Contracts Regulations whereas pre-booked work or additional on-site work are not exempt

Quotations

For all quotations we will record the following information

  • Information about the seller, including their geographical address and phone number
  • Unique quotation recorded within the Invoice Register
  • Full description of the goods or service
  • Total price of the goods or service, or the manner in which the price will be calculated if this can’t be determined ie hourly rate and materials costs
  • For delivered items, cost of delivery and details of who pays for the cost of returning items
  • Our standard cancellation form including contract minimum duration and termination arrangements Cancellation
  • Information on the compatibility of digital content with hardware and other software ie CCTV compatibility
  • Period for which the quotation is valid for

Pre-Sales

Once an order has been placed we will

  • Deliver full description of the goods or service purchased
  • Fully cost the goods or service purchased
  • Detail how the goods or service purchased will be delivered
  • Confirm contract minimum duration and termination arrangements
  • Explain how the client can cancel an order and who pays for the cost of returning items Cancellation
  • Outline our complaint policy and process Complaints
  • Provide any guarantees applicable to supplied services and items

Site Visits

All site visits where work is carried out will record the following information and conduct the following operations

  • Pre-work photographs showing the as-is state before any activities are conducted
  • Where appropriate, a risk assessment
  • Photographs recording any issues found whilst conducting the work
  • Post-work photographs
  • A record of any further business opportunities or up-sell actions
  • Clean the working area leaving the site in the same or better condition
  • True and accurate record of
    • Arrival time
    • Materials consumed
    • Departure time
    • Customer signature accepting work has been carried out to their satisfaction and according to their instruction
    • Leave the client a feedback form, business card and where appropriate, keyring

Additional Work

From time to time a client may request additional work which comes under Consumer Contracts Regulations as this becomes a face to face transaction

An example would be where an engineer is on-site for an agreed piece of work and client requests an additional lock be changed, under these example circumstances

  1. If the client requests the service commences immediately but then cancels part way through, the client may be asked to pay for the value of the service up to the point of cancellation
  2. If the service is provided in full within 14 days the right to cancel is lost
  3. If the client requests the service commences at a later date, they have 14 days to cancel unless they have signed the appropriate section of our Cancellation policy

All Additional Work falls under our Cancellation policy

Invoices

For all invoices we will record the following information

  • Information about the seller, including their geographical address and phone number
  • Unique invoice recorded within the Invoice Register and where appropriate the corresponding quotation
  • Full description of the goods or service supplied
  • Total price of the goods or service, or the manner in which the price was calculated ie hourly rate and materials costs
  • For posted or couriered items, cost of delivery
  • Payment terms including bank account details, cheque payable name

Document Delivery

With the exception of any on-site documentation, all other documentation may be delivered by email, mail, courier or by hand in accordance with our Cancellation policy