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: 03 April 2026

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 and carry out all work to a high professional standard.

However, particularly with older, poorly maintained, or previously altered systems, servicing or repair work may expose pre-existing faults or weaknesses (for example: seized components, corrosion, or restricted pipework). These issues are not always visible prior to work commencing.

If this happens, we will clearly explain what has been identified and provide a separate quotation for any additional work required.

Please note:

Our work is based on the condition of the system at the time of attendance.
We cannot be held responsible for the failure of existing components that were not supplied or installed by us.
Payment remains due for time spent and works carried out, regardless of whether further faults become apparent.

3) Fault diagnosis & ongoing issues

Heating and hot water systems can develop multiple or underlying faults. While we aim to diagnose issues accurately, resolving one fault does not guarantee that additional or unrelated faults will not become apparent afterwards.

Our responsibility is limited to the specific works agreed and completed. Any further faults or system issues will be treated as separate matters.

Fault diagnosis is carried out using manufacturer guidance, industry experience, and the symptoms present at the time. As heating systems can contain multiple or underlying issues, the identification or resolution of one fault does not guarantee that all system faults have been resolved, and further work may be required.

4) 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.

5) 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.

6) 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.

7) 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.)

8) 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.

9) 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.

10) 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.

11) Payment terms

Payment timings are shown on your quote. Unless stated otherwise, invoices are due within 1 day.
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).

12) 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.

13) Limits we have to set (liability)

We stand behind the quality of our workmanship and any parts we supply.

However, we are not responsible for:

Pre-existing faults, system design issues, or the failure of ageing or poorly maintained components
Faults that develop after works which are unrelated to the specific work carried out
Issues arising from lack of maintenance or non-compliance with manufacturer guidelines
Diagnostic limitations — some faults (particularly intermittent or system-wide issues) may not be fully identifiable during an initial visit
Consequential losses (such as loss of heating, water damage to décor, loss of income, or inconvenience)

Where further issues arise, we will always act reasonably and provide guidance along with a quotation for any additional work required.

Nothing in these Terms limits liability where it cannot legally be excluded.

14) 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.

15) 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.)

16) 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.

17) 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.