Terms and Conditions

General

The following sets out the conditions under which MetroServe perform work. Although MetroServe take great care to ensure published information on our website or otherwise is accurate, the information outlined below takes precedence unless specifically stated otherwise.

1.1 Terminology

“we” should be taken to mean a MetroServe or a qualified representative of MetroServe policies.

“Normal business hours “ 0900-1800 Monday to Friday. Friday 1800 is the end of the business day prior to bookings on a Monday.

1.2 Interpretation

Questions related to policy or terms and conditions should be addressed to MetroServe offices where the correct individual to respond can be advised based on the information set out below. MetroServe tradesmen are not in a position to accurately represent MetroServe policies.

SECTION 2 HOURLY RATE SERVICES

Hourly rate services relate to work performed on a time and materials basis.

2.1 Reservations

MetroServe will offer a timeslot of 2 hours to perform this work. The tradesman can come anytime within the 2 hour time window but will make every effort to be there at the start.

These timeslots are not guaranteed. Although we take every reasonable effort to meet agreed time slots, there are many factors that can prevent us doing so. We will make every reasonable effort to communicate with you should the Engineer be delayed or the work require rescheduling and may provide a discount at our discretion if you have been inconvenienced.

Should a MetroServe engineer not arrive in the 2 hour timeslot, the customer can cancel the work with no penalties.

2.2 Cancellation or rescheduling

You may cancel or reschedule any reservation up to close of normal business (18:00) the day prior to the reservation.

Failure to do so will incur a £15 cancellation or rescheduling fee.

Cancelling or re-scheduling within 2 hours of the stated reservation time will incur a £50 cancellation or rescheduling fee.

2.3 Estimates

Estimates of time and material can be provided based on the customer’s description of work to be done, or a brief assessment onsite. These should be seen as an approximate guide and actual cost will be based on time spent on site plus materials consumed whether it is greater or less than the estimate.

2.4 Charged time

We have a fair charging policy and will only charge for activities related to your work. Should you feel you are being charged more time that it has taken, please discuss this with the tradesman or office at your earliest convenience. The tradesman should advise what time they will charge prior to leaving.

Work starts when the tradesman enters your premises and continues until the tradesman has cleaned up and removed all tools or advises the work has finished.

Work includes all elapsed time spent on the work including preparing the work area (moving furniture, covering up etc), returning to his vehicle to bring additional parts, cleaning and any other activities. It excludes time that spent on activity not related to the work (e.g. taking calls from another customer or if you offer them a cup of tea).

2.5 Sourcing material

We endeavour to ensure tradesmen have the inventory they need to complete the work without the need for additional material.

However it is often not possible in to hold parts for every eventuality or product and it is necessary for trade to source material to complete the work.

If material is sourced in the course of the work this will be included in the time and charged at the prevailing rate. If the work needs to be re-scheduled for completion, a fixed charge of £40 will be applied to source the material prior to their return.

When supplying material we source the least expensive quality material available locally or within reasonable distance or delivery lead-times that will not affect progress of the work.

Sourcing material charges apply at our discretion prior to the work if it is not a commonly used part that may need return. This is to avoid multiple trips which are more expensive for the customer.

MetroServe apply a 20% charge on on the VAT price of materials. This covers the various costs and risks associated with supply of materials itself.

2.6 Performing work

The Tradesman should take reasonable efforts to protect the area surrounding the work from both damage and dust. They should also take reasonable efforts to protect any areas they must pass through such as corridors where practical to do so.

The Tradesman can move furniture and other items out of the way to prepare the work area, and is expected to do so if there is a risk of damage or soiling of the items. They can refuse to do so if the item is heavy and represents a safety hazard, or if they have concerns that doing so may cause damage to the item, floors or otherwise.

The tradesman should clean up after the work as far as is practical to your satisfaction. They should carry equipment in the van to do so, but it can be more cost effective for the customer if they use your vacuum and cleaning material.

The Tradesman can refuse to perform the work if it is deemed unsafe, or they have reason to believe that they cannot do the work in a way that can be warranted such as if the supporting infrastructure is damaged or weak.

The tradesman may walk away from any situation where the customer is being abusive or derogatory towards them. In these instances charges will be levied for the work performed and the customer should liaise with the office on how this will be completed and MetroServe reserve the right to refuse to complete the work depending on the nature of the abuse.

2.7 Customer to provide

The customer is responsible for clearing the work area to allow safe access and removing any items that may be at risk of damage from the work in the immediate area including but not limited to paintings, electrical items, vases, desk lamps etc. The MetroServe Tradesman can help with this activity, but the customer should provide guidance.

The customer provide facility for the MetroServe Tradesmen to use the toilet, and wash their hands as required during the work. The customer is not expected to provide any refreshment of any kind during the work, and generally this is not encouraged as they have a busy schedule.

The customer or a representative should remain as all times while the work is performed to confirm it is to their satisfaction, make any decisions necessary, and confirm chargeable time.

2.8 Failure of Customer to attend or provide access

Should you fail to be available, or the tradesman cannot enter the property to do the work for any reason, you will be charged the minimum on hour charge for work.

2.9 Pricing and payment terms

Charges are for a minimum of 1 hour with quarter hour charging after that rolled up to the next quarter hour.

Pricing is per hourly or unit rates listed on our website unless otherwise documented below and is subject to VAT. Although we we take great care to ensure our website is updated, should any conflict occur in rates, the higher rate will apply.

There is no charge for parking, congestion or any parking related penalties.

Materials are charged at cost plus VAT and a 20% administration charge

We do not accept cash or cheques. Any cash or cheque received will be subject to a £25 handling charge. We accept most major credit and debit cards and will request card details prior to scheduling work.

An invoice will be issued on completion of the work. Payment is due 5 days after completion of the work and will be automatically debited.

2.10 Warrantees

All work fully paid work is warranted for 3 months after the completion of the work. MetroServe will provide quality material to perform the work and this will be subject to manufacturers warranties where applicable.

We do not offer warrantee on any material provided by the customer, and may refuse its use if we believe it could be detrimental to the overall work.

We do not provide any warrantee nor can be held liable for the failure of any other part of a connected system not related to the work. For example, old pipework that cannot take the pressure of a new boiler and subsequently leaks or fails. Inbound water pressure not adequate for the boiler to operate correctly. Old wiring that leads to shorting as a result of a new installation.

We will install all systems to relevant standards, and wherever evident, advise the customer of the risks and possible mitigating work.

2.11 Insurances

MetroServe maintain professional indemnity insurances, however each property owner should satisfy themselves that their own insurance covers any failures that may occur for reasons not directly related to the works such as examples outlined in clause 1.11.

2.12 Approvals

The customer is responsible for all permissions and approvals required including council or other regulative bodies and freeholders or other interests.

Should work need to stop or be modified due to approval issues it will be invoiced current progress, reflecting costs incurred and further works subject to separate quote.

SECTION 3 QUOTED WORKS

Quoted works are performed on the basis of a written signed quotation where MetroServe has had the opportunity to review the work required and can accurately estimate the volume of work required. This section covers small work up to sizeable renovations. For major building work a separate set of terms and conditions may be provided. If it is not then these conditions will apply.

3.1 Basis of quotations

Quotations are performed on request and are only valid where signed by an authorised MetroServe representative.

Quotations are free, but incur a deposit of £20 which is refunded when you accept or reject the quotation verbally or by any other communication. MetroServe invest time in quotations and this deposit is solely so we can get feedback on why we did not succeed to improve on the next opportunity.

Quotations are fixed price for labour and general building materials unless specified otherwise.  Generally finishing material such as tiles, grouts, bathroom furniture, and paints are additional as subject to customer specification.

Parking and bay reservations are charged at cost.  Customers should provide parking wherever possible.

Quotations do not cover additional work that could not reasonably be anticipated at the time of quote. Examples include but are not limited to unexpected pipework or electrical conduits that require significant working around, if the structure of the building requires reinforcing to support the work, or if current installations are not to legal requirements requiring additional work to safely install.

Wherever possible advise you of the potential risks as part of the quoting process. If situations arise where we believe the cost will be higher than quoted, we will stop work and request a decision.

3.2 Cancellations or rescheduling

Cancellations for quoted work within 1 working week of performing the work can incur a administration fee of 15% of the service value of the work plus any material pre- purchased.

Pre-purchased material that cannot be returned will be charged at cost +15% handling and passed to the customer for use or disposal.

Cancellations or rescheduling within 48 hours of performing the work will attract a 30% fee and the same conditions for material.

3.3 Failure of the customer to attend or provide access

If the customer is not available at the agreed time to provide access to the site, or the delays commencement in any way, they will be liable to pay service costs for the time lost pro rata to the project cost and duration.

3.4 Performing the work

MetroServe must be given unhindered access to perform the work during normal working hours or as otherwise agreed in the quotation.

If the work spans multiple days, the trades will clean up after each day as best as practical. If you require a more thorough cleaning each day we can have a professional cleaning team come in. We recommend this.

If you cannot be on site at all times during the work, you must provide means for the tradesmen to leave and return locking your property securely.

The tradesmen may request to leave their tools at the location. This should not be unreasonably refused as it allows more effective use of work time.

3.5 Pricing and payment terms

Rates for labour and material used depend on the volume of the work and will be quoted as a lump sum. All pricing will be subject to VAT.

Payment terms are 5 days from completion of the work unless another schedule is agreed. An invoice will be issued on completion of the work.

We do not accept cash or cheques. Any cash or cheque received will be subject to a £25 handling charge. We accept most major credit and debit cards and will request card details prior to scheduling work. For major works, we will request direct bank transfer.

For work exceeding £1000 we request a deposit in advance to cover material purchase and risk of default. This is set by project but is typically 25% for longer/larger projects (over 2 weeks) or 40% on  shorter projects (less than 2 weeks) or resource intensive projects such as those with scaffolds, equipment or significant pre-purchased material.

3.6 Sourcing material

Quoted works generally include all generally building materials required to perform the work however please check quote conditions as this can vary if quantities are uncertain.

Quoted works generally do not include finishes including paints, tiles, grouts and adhesives, skirtings and architraves, flooring, electrical switches or installed suites and fittings etc. This is because the cost of these items and related systems vary dramatically depending on customer selection.

If additional material is sourced in the course of the work this will be included in the time and charged at the prevailing rate. If the work needs to be re-scheduled for completion, a fixed charge of £40 will be applied to source the material prior to their return.

When supplying material we source the least expensive quality material available locally or within reasonable distance or delivery lead-times that will not affect progress of the work.

Sourcing material charges apply at our discretion prior to the work if it is not a commonly used part that may need return. This is to avoid multiple trips which are more expensive for the customer.

MetroServe apply a 20% charge on on the VAT price of and additional materials supplied not already in the quote. This covers the various costs and risks associated with supply of materials itself.

3.7 Warrantees

All work fully paid work is warranted for 3 months after the completion of the work. MetroServe will provide quality material to perform the work and this will be subject to manufacturers warranties where applicable.

MetroServe offer longer warantees for certain types of work e.g. roofing. This is generally dependent on the scope of the work, materials involved and the amount of control we have over factors that influence (for example full replacement vs repair gives us more control). Ask us for details.

We do not offer warrantee on any material provided by the customer, and may refuse its use if we believe it could be detrimental to the overall work.

We do not provide any warrantee nor can be held liable for the failure of any other part of a connected system not related to the work. See item 2.10 for examples.

We will install all systems to relevant standards, and wherever evident, advise the customer of the risks and possible mitigating work.

3.8 Approvals

The customer is responsible for all permissions and approvals required including council or other regulative bodies and freeholders or other interests.

Should work need to stop or be modified due to approval issues it will be invoiced current progress, reflecting costs incurred and further works subject to separate quote.

SECTION 4.0 ADDITIONAL TERMS FOR SPECIFIC SERVICES

4.1 Gas flue inspection hatches

Hatches are installed in accordance to Gas Safe guidelines, but often interpretation and compromise is necessary. Installations are always subject to each Gas Engineers satisfaction they can adequately inspect.

Should an engineer request additional hatches they can be installed at the agreed rate at the time or the current rate (whichever is lesser) assuming the same installation conditions.

4.1 Water Leak detection and rectification

We typically use moisture meters and visual inspection to assess leak cause.

We quote for a specific scope which represents sensible steps to address leaks. We guarantee specific work but cannot guarantee leak not coming from another source unseen.

Should work not solve or improve problem, more work is required typically using more expensive techniques to assess (thermal, opening areas for investigation, tracer gas etc)

SECTION 5 COMPLAINTS PROCEDURE

MetroServe believe we provide a quality service and take any failure in this regard seriously. Should you have complaint with our service please use the process following to ensure it is dealt with in a comprehensive and professional manner.

5.1 While work in progress

Where possible advise the Tradesperson while they are there that you are not satisfied with what they are doing. If you do not consider their response adequate, please call the MetroServe offices. If you have major concerns on the way the work is being progressed, please ask the tradesperson to stop work and you can expect them to do so. Failure to do this will not affect any rights you have to make claims or complain after the work is complete, but represents good sense.

5.2 Complaints over charging, work quality or services provided

Please contact the office where we will try to resolve the situation in amicable manner.

Should you not be able to reach a conclusion to your satisfaction, you will be required to document your complaint in writing outlining the nature of the failure and the response you are expecting. MetroServe we will respond formally our position with respect to these terms and conditions any offer we may be willing to make to rectify.

Should this not resolve the situation, we will look to the appropriate industry body to provide an independent arbitrating on the matter. If the finding is in MetroServe’s favour, the customer will be required to pay all MetroServe costs for arbitrating. Similarly MetroServe will pay customer costs for arbitrating services.

This does not exclude any rights of the Customer or MetroServe to challenge any offer or arbitration decision through formal legal proceedings.

SECTION 6 PAYMENT AND CREDIT TERMS

Unless otherwise stated in sections 1 to 4 above or in specific agreements that explicitly take precedence, payment terms are 5 days after work completion irrespective of whether an invoice has been produced.

MetroServe may request pre-authorisation of means of payment prior to scheduling work, and reserve the right to debit the agreed means of payment on the agreed terms irrespective of outstanding complaints on charges or quality.

Metroserve will refund any moneys due as a result of the complaints process within 5 days of the agreement date.

MetroServe will charge bank rate +4% interest on any overdue payments.