1. Definitions

In these Terms:

“Company”, “we”, “us”, or “our” means Merstham Glass Ltd.
“Customer”, “you”, or “your” means the person purchasing the products or services.
“Works” means the supply, installation, repair, glazing, or other services provided by the Company.
These Terms apply to all quotations, orders, and contracts unless otherwise agreed in writing.

2. Quotations & Orders

• All quotations are valid for 30 days unless otherwise stated.

• Orders become binding once accepted in writing, electronically, or by payment of a deposit.

• Any changes requested after acceptance may result in additional charges and revised lead times.

3. Survey & Additional Works

• All contracts are subject to final survey. If additional works are identified during survey or installation which were not reasonably apparent at quotation stage, we will notify you before proceeding.

• Where additional works are required due to structural defects, hidden conditions, asbestos, inadequate supports, damp, rot, unsafe electrics, or site conditions, additional charges may apply.

• If you choose not to proceed with additional works, we reserve the right to suspend or cancel the affected part of the Works.

• In the event that additional costs are required and you choose not to proceed any deposit payments made are fully refundable.

• If the Customer decides, following completion of the site survey, that they no longer wish to proceed with the project, a cancellation fee will apply and be deducted from any deposit paid before any refund is issued. The minimum cancellation fee is £250 plus VAT. The actual cancellation fee may be higher and will be determined based on the size and value of the project, together with the costs incurred by the Company, including but not limited to surveyor time, project preparation, administration, and any other work undertaken prior to cancellation.

• The Company reserves the right to determine the appropriate cancellation fee on a case-by-case basis, acting reasonably and in accordance with the work completed at the date of cancellation. All refunds are processed within 7 working days.

• Where Building Regulations approval is required, responsibility for obtaining such approval shall rest with the Customer unless expressly stated in writing that the Company will arrange this service.

• Any costs associated with Building Regulations, planning permission, structural calculations, or third-party approvals are excluded unless specifically included within the quotation.

4. Installation & Access

• The Customer shall provide safe and reasonable access to the property during normal working hours.

• The Customer is responsible for removing or protecting furniture, ornaments, pictures, blinds, curtains, flooring coverings, and other personal belongings prior to commencement of the Works.

• Whilst reasonable care will be taken, disturbance to plaster, render, paintwork, wallpaper, tiling, sealants, and decorative finishes may occur during removal and installation works and shall not constitute defective workmanship.

• The Company accepts no liability for damage to items not removed from the work area.

• Parking charges, permits, skips, or restricted access costs may be chargeable where applicable.

• We reserve the right to suspend works where site conditions are unsafe or abusive behaviour is directed toward staff or subcontractors.

• Any additional costs arising from restricted access, scaffolding requirements, lifting equipment, road closures, permits, parking suspensions, crane hire, or specialist access equipment not identified during quotation stage may be chargeable.

• The Customer shall ensure that all areas of work are clear and accessible prior to commencement. Where works cannot proceed due to restricted access or obstructions, the Company reserves the right to charge for abortive visits, additional labour, or rescheduled appointments.

5. Delivery & Delays

• Any installation, survey, manufacture, or delivery dates provided are estimates only and shall not form a contractual obligation. We shall not be liable for delays caused by circumstances beyond our reasonable control including supplier delays, manufacturing shortages, adverse weather, transport disruption, labour shortages, or customer delays.

• Time shall not be of the essence unless expressly agreed in writing.

• Where the Customer causes delays, refuses access, requests postponement, or fails to complete prerequisite works, the Company reserves the right to reschedule the installation, charge reasonable additional costs incurred and request stage payments for completed works and materials supplied.

• Where goods are ready for delivery or installation but the Customer requests postponement, the Company reserves the right to charge reasonable storage costs and request full payment for manufactured goods.

6. Product Appearance & Variations

• Minor differences in colour, grain, texture, finish, glass appearance, sealant finish, or sprayed coatings may occur between samples and installed products and shall not constitute a defect.

• Natural movement and expansion of timber products may occur over time.

7. Guarantees

• New installations are guaranteed for 10 years on framing materials and workmanship unless otherwise stated.

• We pass on all manufacturer warranties and guarantees supplied with the products.

• Moving parts, locks, hinges, handles, and hardware are guaranteed for 5 years unless otherwise stated.

• Sprayed finishes are guaranteed for 12 months.

• Guarantees are subject to normal domestic use and proper maintenance.

• Guarantees do not cover:
  • accidental damage;
  • misuse or neglect;
  • lack of maintenance;
  • fair wear and tear;
  • condensation caused by inadequate ventilation;
  • cosmetic deterioration;
  • stress cracks or thermal fracture outside manufacturer warranty;
  • damage caused by third parties or building movement.

• Nothing in this guarantee affects your statutory rights.

8. Condensation

• The Company does not guarantee the elimination of condensation.

• Condensation can arise from inadequate ventilation, high humidity, insufficient heating, or other property conditions.

• We only guarantee that condensation will not form between the panes of sealed double-glazed units during the guarantee period.

9. Liability

• Nothing in these Terms excludes or limits liability for death or personal injury caused by negligence, fraud, or any liability that cannot legally be excluded.

• Subject to the above, our total liability shall not exceed the total contract value.

• We shall not be liable for indirect or consequential losses including loss of profit, loss of earnings, or alternative accommodation costs unless required by law.

10. Practical Completion & Payment

• Final payment becomes due upon practical completion.

• Practical completion means the installation is substantially complete and capable of normal use, notwithstanding minor defects or snagging items which do not materially affect operation.

• The Customer shall not unreasonably withhold payment for minor snagging items.

• Minor snagging items which do not materially affect the operation, security, weatherproofing, or structural integrity of the installation shall not prevent Practical Completion being achieved. Such items will be recorded and completed within a reasonable period.

• We reserve the right to request stage or part payments where works are substantially complete or delayed due to customer instructions or third parties.

• The Customer agrees to notify the Company of any concerns and provide a reasonable opportunity to inspect and remedy any alleged defect before initiating a chargeback, payment dispute, or legal action.

11. Late Payment

• If payment is not received within 30 days of completion, we reserve the right to recover reasonable debt recovery costs, statutory interest where applicable, and any legal costs incurred.

12. Ownership of Goods

• Ownership of goods remains with the Company until full payment has been received.

• Risk in the goods passes to the Customer upon delivery or installation.

13. Building Fabric & Hidden Defects

• We shall not be responsible for pre-existing structural defects, inadequate lintels, hidden defects, damp, rot, movement, subsidence, cracked render, or defective building fabric not reasonably apparent during survey.

14. Asbestos

• If asbestos or suspected asbestos-containing materials are discovered during the Works, we reserve the right to suspend works immediately until specialist inspection or removal has been completed at the Customer’s expense.

15. Data Protection & Communications

• Telephone calls may be recorded for training, quality assurance, security, and dispute resolution purposes.

• We process personal data in accordance with applicable UK data protection legislation and our Privacy Policy.

• Electronic signatures, email confirmations, and digital communications shall be treated as valid and binding.

• The Company may take photographs before, during, and after installation for quality control, warranty administration, training, evidential purposes, dispute resolution, and marketing purposes. Any photographs used for marketing purposes will not identify the Customer without consent.

16. Complaints

• The Customer agrees to give the Company a reasonable opportunity to inspect and remedy any alleged defect before appointing third parties to undertake remedial works.

• The parties shall endeavor to resolve disputes amicably in the first instance. Any disputes arising from these Terms shall be subject to the exclusive jurisdiction of the courts of England and Wales.

17. Cancellation

• Where the Consumer Contracts Regulations 2013 apply, Customers have the right to cancel within 14 days of entering into the contract.

• Cancellation requests should be submitted in writing.

• Where goods have been specially manufactured or works commenced at the Customer’s request during the cancellation period, reasonable costs may become payable in accordance with applicable legislation.

18. General

• Nothing in these Terms affects the Customer’s statutory rights.
  If any provision of these Terms is found unenforceable, the remaining provisions shall remain in force.

• These Terms shall be governed by the laws of England and Wales.

• The Company operates a zero-tolerance policy towards threatening, abusive, discriminatory, aggressive, or intimidating behaviour - where such behaviour occurs, the Company reserves the right to suspend works immediately and recover any reasonable costs incurred.

Terms & Conditions (Glazing & Repairs)

1. Scope

• These Terms apply to glazing repairs, sealed unit replacements, roof repairs, leak investigations, shower screens, mirrors, splashbacks, and associated repair services provided by Merstham Glass Ltd.

2. Estimates & Surveys

• All estimates are subject to site inspection, survey, or final measurements.

• Additional works identified after inspection may result in additional charges.

• Estimates are valid for 30 days unless otherwise stated.

3. Leaded Lights & Matching

• We cannot guarantee exact matches to existing leaded lights, decorative glass, aged frames, discontinued products, or weathered finishes.

• Replacement sealed units may not exactly match existing glass due to manufacturing tolerances, age, coatings, tint variations, or product discontinuation.

• The Company cannot guarantee that replacement parts will be available for obsolete, discontinued, or non-standard hardware systems.

4. Roof Leaks & Repair Attempts

• Where we are instructed to investigate or attempt to repair leaks to products not originally installed by us, no guarantee is provided that the leak will be fully resolved.

• We will use reasonable skills and care in diagnosing and attempting repairs.

• Leak investigations are undertaken on a reasonable endeavor’s basis. Due to the nature of water ingress, the source of a leak may not be immediately identifiable, and multiple visits may be required. Further visits may be chargeable.

5. Frameless Shower Screens

• Frameless shower screens and enclosures are designed for wet-room style environments and are not completely watertight.

• Minor water escape through gaps around hinges, seals, and doors may occur and shall not constitute a defect.

6. Existing Frames & Glass

• All works to existing customer frames, glass, hardware, or structures are carried out at the Customer’s risk.

• We shall not be liable for breakages, cracking, or failures caused by age, weakness, corrosion, prior damage, or defective existing materials not visible before work commenced.

7. Outdoor Works

• External works are weather dependent and may be delayed or rescheduled due to unsuitable weather conditions.

8. Guarantees

• Moving parts, hinges, handles, channels, and seals are guaranteed for 12 months unless otherwise stated.

• Sealed units supplied and fitted by us are covered by manufacturer-backed guarantees where applicable.

• Guarantees exclude accidental damage, misuse, lack of maintenance, condensation caused by property conditions, and fair wear and tear.

9. Payment

• A deposit may be required before manufacture or ordering of materials.

• Final payment is due immediately upon completion unless otherwise agreed in writing.

• Late payments may result in debt recovery action and recovery of reasonable associated costs.

10. Liability

• Nothing in these Terms excludes liability that cannot legally be excluded.

• Subject to applicable law, our total liability shall not exceed the value of the works carried out.

• We shall not be liable for indirect or consequential losses.

11. Cancellation

• Where applicable, Customers have cancellation rights under the Consumer Contracts Regulations 2013.

• Special-order or bespoke products may become non-refundable once manufacture has commenced.