Policies, Warranties & FAQs

2. Company Policies

2.1 Quality & Workmanship Policy

• All work is carried out by experienced, qualified tradespeople.

• We use certified partners for specialist work such as Gas Safe engineers for gas and NICEIC/NAPIT-approved contractors for electrical work (where required).

• We aim to work to current UK Building Regulations and good industry practice.

• We provide a snag inspection and aim for a snag-free handover on completion.

2.2 Health & Safety Policy

• We are committed to maintaining a safe working environment for our staff, subcontractors, clients and visitors.

• Risk assessments and, where appropriate, method statements (RAMS) will be used for relevant works.

• Our teams use appropriate personal protective equipment (PPE) and safe working methods (especially for work at height, heavy lifting, cutting, demolition, etc.).

• We aim to keep the site as tidy and organised as reasonably possible, with tools and materials stored safely.

2.3 Environmental & Waste Policy

• We dispose of waste through licensed waste carriers.

• Where practical, we reuse or recycle materials.

• We aim to minimise unnecessary waste, noise, dust and disruption.

• Protective coverings (e.g. dust sheets, floor protection) are used to help protect your property.

2.4 Conduct & Respect

• Our team will act in a professional, respectful and courteous manner at all times.

• We treat your home as if it were our own, taking reasonable care of your property and belongings.

• Any issues with conduct or behaviour should be reported to us immediately so they can be addressed.

 

3. Terms & Conditions

3.1 Definitions

• “We” / “Us” / “Our”: Prime Builders in London

• “You” / “Client”: The person(s) or company instructing us to carry out works

• “Works”: Any building, renovation, repair, installation or related services undertaken by us

• “Agreement”: The contract between you and us, made up of the quotation, these terms and any written variations

3.2 Quotations & Acceptance

• All quotations are free and without obligation, unless otherwise stated.

• Quotations are usually valid for 30 days from the date issued.

• A contract is formed when you:

  • Sign and return the quotation/acceptance, or

  • Confirm acceptance in writing (email/text) and pay any required deposit.

• We reserve the right to withdraw or amend a quotation before acceptance.

3.3 Scope of Work & Variations

• The scope of work is set out in the written quotation.

• Any change to the scope (e.g. additional work, design changes, upgrades to materials) is classed as a variation.

• Variations must be agreed in writing (email/text is sufficient) and may affect:

  • Overall price

  • Timeline/completion date

• We will always inform you of cost/time implications before proceeding with extra work where reasonably possible.

3.4 Client Responsibilities

You agree to:

• Provide accurate information about the property and existing services (e.g. known structural issues, asbestos, etc.).

• Ensure we have safe and reasonable access to the property during agreed working hours.

• Remove or protect valuable and fragile items from working areas where possible.

• Obtain any necessary permissions from landlords, neighbours or freeholders (where applicable).

If we discover issues that were not reasonably foreseeable (e.g. hidden structural defects, dangerous electrics, rot, asbestos), additional work may be necessary. We will discuss options and costs with you.

3.5 Access to Site

• Normal working hours are typically Monday–Saturday, standard daytime hours, unless otherwise agreed.

• We require access to power, water and toilet facilities (if available) or we will arrange alternatives where needed.

• You agree to allow our team, subcontractors and deliveries reasonable access to the site and any agreed storage areas.

3.6 Price & Payment Terms

• Prices are stated in your quotation and are generally fixed for the agreed scope of work.

• A deposit may be required before work begins.

• Payments are typically made in staged instalments, based on progress (e.g. deposit, mid-stage, pre-completion/final).

• Accepted payment methods: Bank transfer (BACS), debit/credit card, or cash (by prior agreement).

• Invoices are payable within the timeframe stated on the invoice (usually 7–14 days).

• We reserve the right to pause work or withhold materials if payments are unreasonably delayed.

3.7 Delays, Extensions of Time & Access Issues

• We will always aim to complete work within agreed timescales, but dates are estimates, not guarantees.

• We are not liable for delays caused by:

  • Adverse weather conditions

  • Delays in obtaining materials or specialist items

  • Delays from third parties (e.g. planning approvals, building control, utility providers)

  • Client changes or late decisions

  • Lack of access to the site

• Where delays occur due to any of the above, we may need to extend the completion date and, where applicable, adjust costs to reflect additional time on site.

3.8 Materials & Products

• Unless agreed otherwise, we will supply all necessary materials for the job.

• We may substitute specific brands/products with equivalent quality alternatives if the original items are unavailable, unless you have specifically requested named products in the contract.

• Where you supply your own materials or products, we are not responsible for delays or faults arising from those items.

3.9 Completion, Snagging & Handover

• The works are considered substantially complete when they can be used for their intended purpose, even if minor snagging items remain.

• A snagging list (list of small defects or finishing items) may be agreed between us. We will schedule and complete these snags within a reasonable period.

• Certificates (e.g. electrical, gas, building control sign-off) will be provided where required and applicable.

3.10 Guarantees & Warranties

• We offer a workmanship guarantee for a specified period (typically 6–12 months, depending on the nature of the job), starting from the date of practical completion.

• Manufacturers’ warranties on products (e.g. boilers, appliances, flooring, fixtures) are passed on to you, subject to their terms and conditions.

• Please see Section 4 – Guarantees & Warranties for more detail.

3.11 Cancellations & Termination

• You may cancel the work before commencement by providing written notice.

• If you cancel after we have ordered materials or allocated labour, you may be liable for reasonable costs incurred (e.g. non-returnable materials, wasted labour time).

• We reserve the right to terminate the agreement if:

  • Payments are persistently late or withheld without valid reason

  • Site conditions are unsafe and not rectified

  • There is abuse, aggression or unreasonable behaviour toward our staff

3.12 Liability

• We are responsible for damage caused by our negligence.

• We are not liable for:

  • Pre-existing issues or defects in your property

  • Damage arising from hidden/or unknown structural issues

  • Consequential or indirect losses (e.g. loss of income, alternative accommodation costs) unless required by law

• Nothing in these terms limits rights that you have under UK consumer law.

3.13 Force Majeure

We are not liable for failure or delay caused by events beyond our reasonable control, including but not limited to: extreme weather, strikes, accidents, pandemics, supply-chain issues, or government restrictions.

3.14 Data Protection & Privacy

• We only collect information necessary to provide quotes, manage projects and comply with legal obligations.

• Client details are stored securely and are not shared with third parties, except where necessary to carry out works (e.g. suppliers, subcontractors) or as required by law.

3.15 Governing Law

These Terms & Conditions are governed by the laws of England and Wales, and any disputes shall be subject to the exclusive jurisdiction of the courts of England and Wales.

 

4. Guarantees & Warranties

4.1 Workmanship Guarantee

• We provide a limited workmanship guarantee on our labour for a specified period (commonly 6–12 months, depending on the project and agreed in your contract).

• If a defect arises due to our workmanship within the guarantee period, we will inspect and, where appropriate, rectify the issue at no additional labour cost.

4.2 Product & Manufacturer Warranties

• Many materials and products (e.g. boilers, flooring, windows, appliances) come with their own manufacturer warranties.

• These warranties are subject to the manufacturer’s own terms (e.g. annual servicing, correct use).

• We will provide manuals, warranty documents or registration details where applicable.

4.3 What Is Not Covered

Our workmanship guarantee does not cover:

• Normal wear and tear

• Damage caused by misuse, lack of maintenance or accidental damage

• Issues caused by third parties or other contractors after our work

• Defects resulting from client-supplied materials or products

• Movement, cracking or shrinkage caused by natural settlement of the building or extreme changes in temperature/humidity

4.4 Making a Guarantee Claim

If you believe there is a defect covered by our guarantee:

1. Contact us as soon as possible with details (and photos, if possible).

2. We will arrange an inspection within a reasonable timeframe.

3. If the issue is covered, we will schedule remedial works.

4. If it is not covered, we will explain why and offer a separate quote if you wish.

 

5. Frequently Asked Questions (FAQ)

5.1 General

Q: What services do you offer?
We provide full building and renovation services, including: extensions, loft & garage conversions, kitchen and bathroom refurbishments, full home renovations, roofing, flooring, tiling, carpentry, painting & decorating and more.

Q: What areas do you cover?
We mainly cover London and surrounding areas, including North, West and Central London, and nearby counties where agreed.

5.2 Quotes & Pricing

Q: Is my quote really fixed price?
Yes. For the agreed scope of work, your quote is fixed price, unless you request variations or hidden issues are discovered that require additional work.

Q: How long is my quote valid?
Typically 30 days, unless otherwise stated on your quotation.

Q: Do you charge for site visits?
No, standard quotation visits are usually free of charge.

5.3 Project Process

Q: What is the usual process from first contact to completion?

1. Initial contact & discussion

2. Site visit & measurements

3. Written quotation

4. Acceptance & deposit

5. Start date agreed

6. Works carried out with regular updates

7. Snagging and final handover

Q: Will I have a dedicated point of contact?
Yes. You will have a dedicated project manager or main contact for the duration of the project.

5.4 Payments & Deposits

Q: Do you take a deposit?
Yes. A deposit is usually taken to secure the start date and order materials.

Q: Can I pay in stages?
Yes. Larger projects are typically paid in staged instalments linked to project milestones.

5.5 Planning Permission & Building Control

Q: Can you help with planning permission?
Yes. We can work with you and/or your architect to help with planning applications and Building Regulations where required.

Q: Do all projects need planning permission?
No. Some works fall under permitted development. We recommend checking with your local council or planning advisor for your specific property.

5.6 Guarantees & Aftercare

Q: Do you offer any guarantee on your work?
Yes. We offer a limited workmanship guarantee as described above, and pass on any manufacturer warranties.

Q: What if I notice an issue after you’ve finished?
Contact us straight away. We will assess the issue, and if it falls under our guarantee, we will arrange remedial works.