Sent with every quote and estimate

Terms, your right to cancel and how to complain

How I work, what my guarantee covers, your right to cancel, and what to do if something isn’t right. Last updated 12 October 2026.

Terms of business

Owen Home & Garden Services is the trading name of Owen Williams, a sole trader, at 100 Providence Lane, Long Ashton, Bristol, BS41 9DN. You can reach me on 07427 339 458 or at owenhomeandgardenservices@gmail.com.

1. Your quote or estimate. Most of my work is quoted at a fixed price for the work described, and a quote stands for 30 days. It covers only the work listed. If I quoted from photos and the job turns out to be different when I see it, I will tell you before I start and agree any change with you first. There are some jobs where a fixed quote is difficult to give, for example where the full extent of a repair cannot be seen until the work is underway. Where possible I will give you my best estimate for the work instead, and I will say clearly that it is an estimate. I will not go over it without showing you what I have found and agreeing the new price with you first.

2. Agreeing the work. We have an agreement once you accept the quote or estimate in writing, by WhatsApp, email or the booking form, and pay the deposit.

3. Deposit and payment. I ask for a 30% deposit to book the work. The balance is due within 7 days of my invoice once the job is finished. Where I am supplying a kitchen or bathroom, the cost of those goods is paid before I order them. You can pay by bank transfer or card.

4. Extra work and hidden problems. Some problems only show once work starts, such as rot, damp, hidden pipes or cables, or poor earlier work. If I find one, I will stop, show you, and agree a price in writing before doing anything extra. You will never be charged for extra work you have not agreed to.

5. Materials and waste. Materials I supply remain mine until the job is paid for in full. If you supply materials, I cannot be responsible for faults, damage or missing parts in them. If that stops me finishing on the day booked, the return visit is quoted separately. Taking away old fittings, materials and other waste is included only where your quote or estimate says so, and where it is included it is handled by me as a registered waste carrier, or by another registered carrier. Where it is not included, I will agree with you beforehand what happens to anything I remove.

6. Access and your home. Please make sure I can get in at the agreed time, that the working area is clear, and that I can use power and water. I will protect floors and furniture near the work and leave the area clean and tidy.

7. Timing. Start dates and durations are given in good faith and are estimates. Weather, illness and supplier delays can move them, and I will tell you as soon as I know.

8. Gas and electrical work. I do not carry out gas work or new electrical work. I can replace an existing switch, socket or light fitting like for like. Anything involving new wiring, new circuits or the fuse board is done by a registered electrician, and gas work by a Gas Safe registered engineer. Where I arrange them, their work is included in my quote and my invoice, and they provide the certificates for it. You are also welcome to arrange your own, in which case they will quote and invoice you directly for their part of the job.

9. Guarantee. My work is guaranteed for 12 months on kitchens, bathrooms and fitted furniture, and for 6 months on all other work. What it covers and how to claim are set out in my guarantee below.

10. Insurance. I hold public liability insurance up to £2 million, and can show you the certificate on request.

11. Cancelling and missed visits. Your right to cancel within 14 days is set out in the notice below. If you cancel after that, please tell me as soon as you can. I will keep only what covers materials already bought for your job and work already done, and refund the rest of anything you have paid. If you cancel or move a booked day with less than 48 hours’ notice, or I arrive as agreed and cannot get in or cannot start, I may also charge £95 towards the lost day. I will not charge it where the reason is illness or an emergency, or where I am able to fill the day with other work. This does not affect your right to cancel within 14 days.

12. Complaints. If you are unhappy with anything, please tell me. My complaints procedure is below.

13. Your information. I keep your contact details and job records so that I can do the work, honour the guarantee and keep my tax records. I do not pass them to anyone for marketing.

14. Law. These terms are governed by the law of England and Wales. Nothing in them takes away your legal rights as a consumer.

Your right to cancel

You can cancel this agreement within 14 days without giving a reason.

When the 14 days run from. The 14 days start the day after we agree the work. Where I am also supplying goods, such as a kitchen, they start the day after the goods are delivered to you.

How to cancel. Tell me clearly that you want to cancel, by WhatsApp or text on 07427 339 458, by email to owenhomeandgardenservices@gmail.com, or by post to 100 Providence Lane, Long Ashton, Bristol, BS41 9DN. You can use the form below, but you do not have to. You have cancelled in time if you send your message before the 14 days are up.

What happens if you cancel. I will refund everything you have paid, including the deposit, within 14 days of the day you tell me. The refund is made the same way you paid, and there is no fee.

If you want work to start within the 14 days. I can only start, or order materials for your job, within the 14 days if you ask me to in writing. If you then cancel, you pay for the work done and materials used up to the moment you tell me, as a fair share of the full price. Once the job has been fully finished at your request, the right to cancel ends.

Made-to-measure items. The right to cancel does not apply to goods made to your own measurements or specification, such as fitted furniture built for your home, once I have started making them.

My workmanship guarantee

If something I did isn’t right, I will come back and put it right. This is exactly what that means.

How long. 12 months on kitchens, bathrooms and fitted furniture, and 6 months on all other work, from the day the job is finished. Your final invoice shows the date it runs to. The guarantee applies once the job has been paid for in full.

What it covers. Faults in the way I did the work. For example, a joint that opens up, a door, drawer or gate that drops or sticks, a fixing that works loose, a shelf that sags under normal use, a leak from a connection I made, or sealant that comes away. If a material I supplied fails because of how I fitted it, that is covered too.

What it doesn’t cover. Fair wear and tear, accidental damage, misuse, items you supplied, and work someone else has since altered. Timber moves with the seasons, so small gaps or hairline cracks in paint or filler where wood meets a wall are normal. If a gap opens because of how I built or fixed something, that is covered. Faults in a product itself, such as an appliance, a tap or a soft-close mechanism, are covered by the maker’s warranty, which I will pass on to you and help you claim on.

How to claim. Message me on 07427 339 458 with a photo if you can. I will reply within 3 working days and come and look within 10 working days, or sooner for a leak or anything that leaves your home unsafe or insecure. If the fault is mine, I will put it right at no charge, including materials. If I cannot put it right, I will refund the cost of that part of the work.

If you move. The guarantee passes to the new owner for whatever time is left.

Your legal rights. The law already requires my work to be done with reasonable care and skill, and in England and Wales you can usually make a claim up to six years after the work. This guarantee is in addition to those rights and does not replace them, and nothing about payment affects them.

Complaints procedure

I want every job to be right, and if something is not, I would much rather hear about it and fix it.

1. 1Tell me. Call or message me on 07427 339 458, or email owenhomeandgardenservices@gmail.com. It helps if you can describe the problem and send a photo.
2. 2I will reply within 3 working days to confirm I have your complaint and to arrange a time to come and look, if a visit is needed.
3. 3I will give you a full answer within 14 days. That answer will say what I found and what I will do about it, whether that is putting the work right, a refund or part refund, or an explanation if I do not think the work is at fault.
4. 4If we cannot agree, I will tell you in writing that I have reached my final position. I will also point you to an independent route for resolving it.

You can also get free, independent advice at any point from the Citizens Advice consumer helpline on 0808 223 1133.

None of this affects your legal rights.