1. Definitions

In these terms and conditions (which are referred to in this document as “these terms”), the “Customer” means the customer for whom the works are to be carried out by Sapient, and the “Company” means Sapient Maintenance Limited or, wherever the case may be, a sub-contractor or representative of the company carrying out business pursuant to a Subcontract Agreement entered into with the company.

“Contract” means the agreement between the Customer and the company to carry out the works of which these terms form a part and (where these terms are a schedule to a signed agreement between the Customer and the company (“the Agreement”)) the Agreement, “Works” means the works described in the company estimate or any other document or email issued by the company, as may be varied by agreement in writing between the parties.

2. Accepting work

Sapient reserves the right to accept or decline work at its discretion. If the works are accepted, they will be undertaken by the chosen representative of the company.

3. How we determine the amount we charge

For call outs, an hourly rate will be agreed with the customer which varies dependant on distance, availability, time of day and the type of work required. The complete cost to the customer will be the hourly rate dependant on the time on site and the cost of any materials required. Material cost will be agreed with the customer before purchase and installation. The company will charge a minimum of one hour on site if we attend, regardless if any works were undertaken.

4. Fixed price quotations

Should the customer require a fixed price for the works, this can be provided in a written quotation including labour and materials where possible. All written quotes are valid for 30 days, and are subject to site survey if we have not previously attended the site.

5. Fees applicable to collecting materials

Typically, we do not charge a fee to collect materials. An exception to this may be if our engineer is expected to exceed travelling time of 30minutes to gather parts if they are required the same day and can therefore not be delivered. In this instance, a fee will be discussed with the customer before undergoing any travel.

6. Cancellation fees

Cancellation fees; if the customer cancels their instructions prior to any work being carried out, there may be a cancellation fee of £20 to cover the company time and the engineer’s travelling cost. The customer may also be liable for the cost of any materials they have requested we purchase. These fees are chargeable at the manager’s discretion.

7. Scheduling and delivery

The company will advise the customer of the date and time for works to be carried out. The company will always endeavour to ensure they maintain this schedule and that their operatives attend at the agreed time. However, the company accepts no liability in respect of late/non-attendance at any site, or for the late/non delivery of any equipment or materials. All times provided by the company are estimates only.

8. General payment handling

Payment is due immediately upon completion of the works. Payments will usually be processed by our secure payment system on credit or debit card. A Sapient representative will call the customer to inform them the payment is being processed and to ensure they are happy with the works.

9. Invoices and their payment

If an invoice is provided, this must be paid upon completion of the works unless agreed otherwise by management. Some invoices may be pro-forma, requesting either 50% or 100% of the payment up front.

10. The responsibility of the customer

It is the responsibility of the customer to protect items of furniture, furnishings, fixtures and fittings. We will make reasonable efforts not to cause damage. It is suggested that the customer remove items that are considered to be a problem. If items remain within the working area, it is the responsibility of the customer to cover such items.

11. The responsibility of Sapient

The company will use all reasonable efforts to carry out and complete the works on time. The company is not liable to the customer, or any third party, if the works prove impossible due to events or circumstances beyond the company’s reasonable control.

12. Guarantees

The company provides a guarantee on labour, in the case of faulty workmanship from 6 months of the date of completion. Guarantees on parts, equipment or components supplied by the company will be covered by their respective manufacturer’s warranty. There is no guarantee applicable to silicon work.

13. Damages

The company is not liable for damage to plaster and brickwork caused during the execution of the works. We cannot accept responsibility for any damage to wallpaper, paintwork, tiles, carpet, furniture and so forth.

14. Complaint procedure

At Sapient, we always contact you after the completion of the works to ensure you are happy with the works provided. Should your issue with our service remain, we kindly ask you to provide us with your complaint in writing to [email protected] at the earliest opportunity. The company will endeavour to resolve the matter within seven working days.