Keystone London Group Limited – Friendly Terms & Conditions
First Floor, 289 Brompton Road, Knightsbridge, London, SW3 2DY
Tel: 02033 699 999 · Email: hello@keystone.london
Last updated: 25 September 2025
1) What this is
These Terms explain how we work with you. When you book us or accept a quote, you’re agreeing to the points below. “We/Keystone” means Keystone London Group Limited and “you” means our customer.
2) Servicing & repairs (important heads-up)
We treat every appliance with care. Very occasionally, especially on older or poorly maintained systems, carrying out a service or repair can expose existing weaknesses (e.g., corroded fittings, stuck valves) and a leak or fault may appear during or after the visit.
- If that happens, we’ll explain what we’ve found and give you a separate quotation for any extra work required.
- Time already spent and agreed works remain chargeable.
3) Estimates vs. written quotations
- Estimate: an informed guide price based on what we can see at the time. If we uncover something unexpected, we’ll discuss options and may revise the figure. You can accept or decline.
- Written quotation: a fixed scope and price (including labour, materials, VAT and any listed expenses). If you change the scope or we hit unforeseen issues, we’ll issue a revised quote for approval before proceeding. If you decline, we’ll stop and invoice fairly for work completed under the original quote.
4) Your responsibilities (nice and simple)
Please:
- Measurements / customer-supplied items: If you provide measurements or parts, you’re responsible for their accuracy and fitness. If they’re wrong/faulty, any replacement parts and extra labour will be chargeable.
- Access & info: Tell us about any known hazards (asbestos, fragile finishes, pets, alarmed areas) and make sure we have safe access, parking and necessary permissions.
- Look after materials on site: If we leave materials/equipment with your permission, you’re responsible for keeping them safe.
- Making good: Unless your quote says otherwise, decorating/tiling/boxing-in after the works is your remit.
5) Our responsibilities (what you can expect from us)
We will:
- Carry out the works with care, skill and diligence, and follow laws and regulations (Gas Safe, G3, Water Regs, etc.).
- Supply good-quality materials and products (where we’re providing them) and replace anything we supply that proves faulty or substandard.
- Treat your home with respect, protect work areas, and remove waste we create.
- Provide suitably qualified, insured engineers (team members may differ from the person who prepared your quote).
- Maintain Public Liability (and where relevant, Employers’ Liability) insurance.
6) Materials, products & ownership
Until our invoice is paid in full, all materials/products we’ve supplied remain the property of Keystone London Group Limited. Ownership transfers once payment clears. (Risk of loss/damage passes on delivery to site.)
7) Variations & unexpected findings
Homes and plant rooms sometimes hide surprises. If we discover something that affects safety, compliance or scope, we’ll:
- Stop and explain the issue;
- Offer options and a revised quote if needed;
- Only proceed when you approve.
8) Scheduling, time windows & delays
We aim to attend within the agreed time window. London life happens (traffic, previous jobs overrunning), but we’ll keep you posted. If we fall outside your window and that no longer works for you, you may cancel that appointment and we’ll refund any pre-paid visit fee.
9) Cooling-off & cancellations (Consumer rules)
- If you booked as a consumer (not a business) without us visiting your home/office first, you usually have 14 days from accepting a quote to cancel under the Consumer Contracts Regulations 2013.
- If you ask us to start sooner (within those 14 days), you agree we can charge reasonably for work already done and any non-returnable parts ordered.
- If you cancel within 48 hours of the scheduled start, a 20% restocking & administration fee may apply for parts/labour we’ve committed.
- Business customers: the statutory 14-day cooling-off doesn’t normally apply.
10) Payment terms
- Payment timings are shown on your quote. Unless stated otherwise, invoices are due within 7 days.
- Late payments may incur interest at 2% above the Bank of England base rate (simple interest, calculated daily) until settled.
- We accept bank transfer and card (no Amex).
11) Warranty & paperwork
- Where we supply parts, manufacturer warranties apply. Our workmanship is guaranteed in line with your quote.
- On applicable jobs we’ll issue the right certificates (e.g., G3 unvented, Gas Safe notices) and register warranties as required.
12) Limits we have to set (liability)
We’re responsible for our workmanship and supplied parts as above. We’re not responsible for:
- Pre-existing faults or failures of old/fragile components that we didn’t supply;
- Consequential losses (e.g., missed work, lost rent, damaged décor/carpets) beyond the cost of the work itself;
- Matters outside our control (see Force Majeure below).
Nothing in these Terms limits liability that cannot be limited by law (e.g., death/personal injury caused by our negligence).
13) Force Majeure (things no one can control)
Neither of us is liable for delays or failures caused by events outside reasonable control (for example: extreme weather, accident, fire, flooding, strikes, supply-chain failures, utility outages, acts of government). We’ll keep you updated and restart as soon as practical.
14) Complaints (we want to get it right)
Tell us straight away and we’ll sort it.
- How to complain: Call 02033 699 999 or email hello@keystone.london (or write to the address above).
- We aim to resolve issues immediately; if we can’t, we’ll acknowledge within 3 business days, explain who’s handling it, and keep you updated while we work on a fair solution (usually within 14 days, complex cases up to 8 weeks).
- If your complaint relates to a finance product arranged via a third party, you may be able to refer it to the Financial Ombudsman Service after our final response or 8 weeks. (See financial-ombudsman.org.uk for how to do that.)
15) How we use your data
We handle personal data in line with UK GDPR. See our Privacy Policy (ask us for a copy or visit our website). In short: we use your information to deliver and support your job, comply with safety and legal duties, and (if you opt in) send helpful updates.
16) The small print
- If any part of these Terms is found invalid, the rest still applies.
- These Terms are governed by English law and disputes are subject to the courts of England & Wales.
- We may update these Terms to keep them clear and current; the latest version will apply to new bookings/quotes.
