Terms & Consumer Rights

1. Website enquiries and quotations

Submitting a website form, using AI chat or using the AI Call Handler is an enquiry only. It does not by itself confirm an appointment or create a contract. Any quote should identify the agreed work, price (or a clear method of calculating it), and material conditions before the consumer is bound.

2. Consumer Rights Act 2015

For consumer contracts, services must be performed with reasonable care and skill. Information about the service that the consumer relies on may become binding. Where no price is agreed, a reasonable price is payable; where no time is agreed, the service must be supplied within a reasonable time. Statutory remedies may include repeat performance and/or an appropriate price reduction.

3. Pre-contract information

Before a consumer is bound by a distance or off-premises service contract, the trader should provide the main characteristics of the service, trader identity and contact details, total price including unavoidable charges where calculable (or the way it will be calculated), payment/performance arrangements, complaint handling information, and cancellation information where a cancellation right applies.

4. 14-day cancellation right

Where the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 apply, a consumer will generally have 14 days to cancel a distance or off-premises service contract without giving a reason, beginning after the contract is made, subject to statutory exceptions.

If you expressly request the service to begin during that 14-day period and then cancel before completion, you may have to pay a proportionate amount for the service actually supplied up to cancellation where the statutory requirements have been met. If you expressly request full performance during the cancellation period and acknowledge that your cancellation right will be lost once the service is fully performed, that right may end when full performance is completed.

5. Model cancellation wording

To: PRISTINE CLEAN & SEAL, Suite 4, Business Centre, 12 Stortford Rd, Great Dunmow, Essex, CM6 1DA · info@pristinecleanandseal.co.uk

I/We hereby give notice that I/We cancel my/our contract for the following service: ____________________. Ordered/agreed on: __________. Consumer name: ____________________. Consumer address: ____________________. Signature (only if sent on paper): ____________________. Date: __________.

You do not have to use this wording. Any clear statement that you wish to cancel is sufficient where the statutory cancellation right applies.

6. Cancellations outside the statutory cooling-off right

No blanket 25% cancellation fee applies under these website terms. If a customer cancels outside a statutory cancellation right, any contractual cancellation charge must have been made clear before the contract, be fair and transparent, and be proportionate rather than a penalty. Reasonable, evidenced costs or losses may be recoverable where the law and the agreed contract permit.

7. Work starting, access and site conditions

The customer should provide safe and reasonable access and disclose known relevant site issues. Work may be affected by weather, unsafe access, drainage, water supply, contamination, substrate condition or other factors. Material changes to the agreed scope or price should be agreed before additional chargeable work proceeds wherever reasonably practicable.

8. Deposits and materials

Any deposit or advance payment must be stated clearly before the customer is bound. Treatment of deposits and purchased materials following cancellation depends on the contract, the statutory cancellation rules and whether costs are genuinely incurred and lawfully recoverable. These terms do not create an automatic right to retain a fixed percentage of the contract price.

9. Reviews, ratings and claims

The business must not create or commission fake reviews, conceal incentivised reviews, or publish review information in a misleading way. Factual claims about insurance, accreditation, guarantees, review numbers, star ratings, response times or similar matters should be used only where current evidence exists to substantiate them.

10. Complaints and remedies

Please raise concerns promptly on 07789 992858 or at info@pristinecleanandseal.co.uk. The trader should have a reasonable opportunity to inspect the issue and consider the appropriate remedy. If the trader is required by legislation or contract to participate in an ADR or other dispute-resolution arrangement, the consumer will be given the required information when the complaint outcome is communicated.

11. Liability and statutory rights

Nothing in these terms excludes or limits liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation. Nothing excludes or restricts statutory consumer rights that cannot lawfully be excluded.

12. AI systems

AI chat and AI voice responses are automated and may be inaccurate. They do not confirm a booking, create a contract, vary a written quote, promise a guarantee, or override these terms or the consumer's statutory rights.