Terms and Conditions

Effective from: October 2026 These Terms and Conditions govern your use of the SafeHome London website and the services provided by SafeHome London. Please read these Terms carefully before using our website, requesting a quotation, making a booking, or purchasing any of our services. By using our website, accepting a quotation, booking a service, making a payment, or otherwise instructing us to proceed with work, you agree to be bound by these Terms and Conditions. If you do not agree with these Terms, you should not use our website or services.

About SafeHome London

SafeHome London provides property inspection, testing, assessment, certification, maintenance, installation and related property compliance services. For the purposes of these Terms:

• “SafeHome London”, “we”, “us” or “our” means the business providing the Services.
• “Customer”, “you” or “your” means the individual, landlord, tenant, agent, property manager, business or organisation requesting or purchasing Services from us.
• “Services” means any inspection, assessment, testing, certification, installation, maintenance, repair or associated service supplied by SafeHome London.
• “Property” means the premises at which the Services are requested.
• “Order” means a request for Services.
• “Quotation” means a written price provided for specified Services or works.
• “Contract” means the legally binding agreement between you and SafeHome London for the supply of Services.

Use of Our Website

You may use the SafeHome London website only for lawful purposes. You must not use the website: In breach of any applicable law or regulation, For fraudulent or misleading purposes, To distribute viruses, malware or harmful software, To attempt unauthorised access to our systems or servers, To interfere with the operation or security of the website, To send unsolicited or unauthorised promotional communications, To copy or commercially exploit website content without permission. We reserve the right to restrict or suspend access to our website where we reasonably believe it is being misused.

Website Content and Intellectual Property

Unless otherwise stated, all text, graphics, photographs, logos, branding, layouts, designs, documents and other content displayed on the SafeHome London website are owned by or licensed to SafeHome London. All applicable intellectual property rights are reserved. You may view, download or print website material for your own personal or internal business use. You must not, without our prior written permission:

• Reproduce substantial parts of our website
• Republish our content on another website
• Sell or commercially distribute our content
• Modify our branding or proprietary materials
• Remove copyright, trademark or ownership notices
• Use our content for unauthorised marketing purposes

Unauthorised use of our intellectual property may result in appropriate legal action.

Website Information and Disclaimer

We take reasonable care to ensure the information displayed on our website is accurate and current. However, information concerning pricing, regulations, services, availability and technical matters may change from time to time. Website information is therefore provided for general guidance and should not automatically be treated as a replacement for a property-specific inspection, professional assessment or written quotation. We do not guarantee that: The website will always be available, The website will operate without interruption, All content will always be completely error-free, All information will remain current at all times. Where we identify an obvious error, we reserve the right to correct it.

External Websites and Third-Party Links

Our website may contain links to websites or services operated by third parties. SafeHome London does not control these external websites and is not responsible for their: Content, Accuracy, Availability, Security, Privacy practices, Products or services. External links are provided for convenience or information only and do not necessarily mean that we endorse the relevant organisation. You access third-party websites at your own discretion.

Enquiries, Orders and Bookings

When you contact SafeHome London or request a service, you must provide accurate and complete information. This may include: Property address, Postcode, Contact details, Property type, Service required, Access arrangements, Relevant property information, Preferred appointment date, Any known safety concerns or restrictions. Submitting an enquiry or requesting a service does not automatically create a binding Contract. A Contract is normally formed when we confirm the service, price and booking details in writing or when you accept a quotation and instruct us to proceed. We reserve the right to decline an enquiry or booking where reasonably necessary.

Customer Responsibilities

You are responsible for ensuring that information supplied to us is accurate. You must also ensure that:

• Suitable access to the Property is available
• The correct Property address has been provided
• Any required access codes or keys are available
• Relevant occupants, tenants or managing agents have been informed where necessary
• Gas, electricity, water or other utilities required for the Service are accessible where applicable
• The Property is reasonably safe for our engineer, assessor or contractor to enter
• Any known hazards are disclosed before attendance

Failure to provide appropriate access or information may prevent completion of the Service and may result in an additional attendance or cancellation charge.

Prices

Prices may be supplied: Through our website, By telephone or email, Through a formal quotation, Following an inspection, Following review of photographs, reports or other information. Prices apply to the scope of work described at the time the quotation or booking is made. We may amend our general prices at any time. However, price changes will not normally affect work already confirmed at an agreed price unless: The scope changes, Additional work becomes necessary, Information supplied to us was incomplete or incorrect, Additional materials are required, Site conditions are materially different from those originally described. We will normally inform you of additional charges before proceeding with extra work.

Additional Charges

Additional costs may apply in certain circumstances. These may include: Congestion charges, Parking charges, Permit costs, Additional attendance, Additional labour, Additional materials, Specialist access equipment, Out-of-hours attendance, Work outside the original agreed scope. Where reasonably possible, such costs will be communicated before they are incurred.

Payment

Payment terms depend on the type of Service being provided. For inspections, testing, assessments and certification services, payment will generally be required upon completion unless another arrangement has been agreed in writing. Certificates, reports or other final documentation may be withheld until payment has been received in full. For remedial works, installation works or projects involving materials, an advance payment or deposit may be required before work is scheduled or materials are ordered. The required amount will be stated in the quotation, invoice or booking confirmation. We do not accept cash unless specifically agreed. Approved payment methods may include bank transfer, card payment or another authorised electronic payment method.

Deposits and Advance Payments

A deposit may be required where: Materials need to be purchased, Equipment must be ordered, Installation work is being booked, Remedial works are being scheduled, Significant labour or resources need to be reserved. Payment of the requested deposit confirms your instruction to proceed with the agreed work. Unless otherwise agreed in writing, deposits may be used towards: Materials, Labour allocation, Supplier costs, Administrative preparation, Booking commitment. Where bespoke or specially ordered materials have already been purchased, associated costs may be non-refundable to the extent permitted by law.

Quotations

Written quotations describe the proposed scope of work and the price based on the information available to us at the time. Unless otherwise stated, quotations remain valid for 28 days from the date of issue. A quotation may be revised where: The scope changes, Additional defects are discovered, The original information provided was inaccurate, Additional labour is required, Additional materials are required, Access conditions differ from what was originally described, Relevant supplier costs change before acceptance. Verbal estimates or discussions are not binding unless confirmed by us in writing.

Appointment Times

SafeHome London may provide appointment windows rather than exact arrival times. Our standard booking windows may include: Morning appointments, Afternoon appointments, Other agreed arrival windows. The engineer or assessor may arrive at any time within the agreed appointment window. Where possible, we may provide a pre-arrival call or message before attendance. Appointment times are estimates and may be affected by: Traffic, Previous appointments, Emergency work, Access difficulties, Weather, Transport disruption, Other circumstances beyond our reasonable control. We will make reasonable efforts to notify you where a significant delay occurs.

Rescheduling Appointments

Occasionally an appointment may need to be moved because of circumstances outside our reasonable control. Where this occurs, we will make reasonable efforts to arrange an alternative appointment. SafeHome London will not normally be liable for indirect losses arising solely from a reasonable change to an appointment time or date.

Customer Cancellations

If you need to cancel or rearrange your appointment, you should notify us as early as possible. Unless otherwise stated in your quotation or booking confirmation, we require at least 24 hours’ notice for cancellation or rescheduling. Where insufficient notice is provided, we reserve the right to charge a reasonable cancellation or administration fee. Different cancellation conditions may apply where: Materials have already been ordered, Bespoke items have been manufactured, Specialist equipment has been booked, Significant preparation work has already been completed, An engineer is already travelling to the Property. Any applicable charge will depend on the circumstances and costs already incurred.

Failed or Missed Appointments

A failed attendance charge may apply where our engineer or assessor attends but cannot reasonably carry out the booked Service. Examples include:

• No one is available to provide access
• The wrong address has been supplied
• Keys or access codes are unavailable
• Necessary utility supplies cannot be accessed
• The Property is unsafe to enter
• Access to required rooms or equipment is unavailable
• Required equipment is inaccessible
• The customer, tenant or representative refuses access
• Another circumstance outside our control prevents completion

Where access has been arranged through a tenant, agent, landlord, concierge or another third party, you remain responsible for ensuring that the agreed access arrangements are in place.

Delivery of Our Services

We will perform our Services with reasonable care and skill and in accordance with applicable professional and industry requirements. The exact scope of each Service will depend on: The service ordered, The condition of the Property, The areas made available for inspection, The limitations of the inspection method, Relevant regulations or standards, The quotation or booking confirmation. An inspection does not necessarily guarantee that every concealed or inaccessible defect will be identified. Where parts of a Property or installation cannot be inspected, this may be noted within the relevant report or certificate.

Inspection Findings and Remedial Work

An inspection, assessment or test may identify defects, risks, non-compliances or recommended improvements. Unless specifically included in the original booking, remedial work is normally charged separately. Where additional work is required, we may: Provide a separate quotation, Recommend further investigation, Arrange a return visit, Carry out additional work with your approval. You are not normally required to use SafeHome London for remedial works identified during an inspection unless otherwise required by an existing contractual arrangement.

Certificates and Reports

Where a Service includes a report or certificate, the document will normally be issued electronically after:

• The inspection or work has been completed
• Required information has been obtained
• Relevant internal checks have been completed
• Payment has been received in full

Our usual target is to issue certificates or reports within approximately 24 hours following completion and payment, unless a different timeframe applies to the particular Service. Some reports, laboratory results, specialist assessments or complex projects may take longer. Any specific turnaround time provided for a particular Service will take priority over this general timeframe.

Use of Reports and Certificates

Reports and certificates are prepared for the Property, circumstances and scope applicable at the time of inspection. Unless expressly agreed otherwise, they should not be treated as: A guarantee that no hidden defect exists, A guarantee of future performance, A structural survey, A valuation, Legal advice, An assessment of areas that were inaccessible or outside the agreed scope, Reports should be read as a whole, including limitations, observations, recommendations and classifications.

Third-Party Contractors

SafeHome London may use appropriately qualified employees, engineers, assessors, subcontractors or specialist contractors to provide certain Services. Where a contractor performs work on our behalf, the customer remains contracted with SafeHome London unless expressly stated otherwise. Certain certificates or reports may identify the individual engineer, assessor, contractor or certification provider who carried out or certified the relevant work.

Workmanship

Where installation or remedial work is carried out by us, we will use reasonable care and skill. If you believe there is a workmanship issue, you should notify us promptly and give us a reasonable opportunity to inspect the alleged problem. Where appropriate, we may: Inspect the work, Arrange corrective work, Seek further technical information, Appoint an independent specialist. We are not responsible for defects or damage caused after our attendance by: Another contracto, Alteration by the customer, Misuse, Accidental damage, Lack of maintenance, Normal wear and tear, Existing defects outside our work, Unauthorised modification

Materials and Products

Where materials or products are supplied as part of a Service, we may use products that meet the applicable specification and intended purpose. Brands or models may occasionally vary because of supplier availability unless a particular brand or product has been specifically agreed in writing. Any manufacturer’s warranty applicable to a product is subject to the manufacturer’s own conditions.

Limitation of Liability

Nothing in these Terms excludes or limits liability where it would be unlawful to do so. Subject to applicable law, SafeHome London will not be responsible for indirect or consequential losses that were not reasonably foreseeable when the Contract was entered into. This may include losses resulting from: Loss of business, Loss of profit, Loss of opportunity, Loss of anticipated savings, Business interruption. Nothing in these Terms affects any statutory rights that cannot legally be excluded or restricted.

Existing Defects and Property Condition

SafeHome London is not responsible for defects, deterioration or damage that existed before our attendance and was not caused by our work. Where work involves opening, removing or accessing existing finishes or fittings, reasonable disturbance may occasionally be unavoidable. Any making-good work will only be included where specifically stated within the agreed quotation.

Events Outside Our Control

SafeHome London will not be responsible for delay or failure to provide Services where this results from circumstances outside our reasonable control. These may include: Severe weather, Fire or flooding, Transport disruption, Power failure, Supplier delays, Material shortages, Labour shortages, Industrial action, Government restrictions, Changes in law, Civil unrest, War or terrorism, Equipment breakdown, Public emergencies. Where such circumstances materially affect a booking, we will make reasonable efforts to rearrange the work or agree another appropriate solution.

Errors in Prices or Information

We take reasonable care when publishing prices, service descriptions and quotations. However, genuine errors may occasionally occur. If we identify a clear pricing or administrative error before the Service has been completed, we may:

• Correct the error
• Provide the correct price
• Ask whether you wish to proceed
• Cancel the affected booking where reasonably necessary

If you have already paid and do not wish to proceed at the corrected price, any appropriate refund will be processed subject to work or costs already properly incurred.

Behaviour Towards Our Staff and Contractors

SafeHome London operates a zero-tolerance policy towards threatening, abusive, discriminatory or aggressive behaviour towards our staff, engineers, assessors or contractors. We reserve the right to stop work, leave a Property, refuse further attendance or terminate a booking where a member of our team is subjected to:

Abuse, Threats, Harassment, Discrimination, Intimidation, Unsafe behaviour. Any charges for work already completed, attendance or materials may remain payable.

Termination of Services

We may suspend or terminate a booking where: Payment is not made when due, Safe access cannot be provided, The customer materially breaches these Terms, Continuing work would create a health or safety risk, Abusive or threatening behaviour occurs, Work cannot legally or professionally be carried out, Circumstances outside our control make completion impracticable, Where appropriate, we will explain the reason for termination.

Data Protection

SafeHome London processes personal information in accordance with applicable data protection laws, including the UK GDPR and Data Protection Act 2018. Information may be used for purposes including: Providing Services, Booking management, Customer communication, Invoicing, Certification, Internal administration, Compliance records, Fraud prevention, Lawful marketing where applicable. Further details are provided in our Privacy Policy.

Cookies

Our website may use cookies and similar technologies to provide website functionality, remember preferences and understand how visitors interact with our website. Further information can be found in our Privacy Policy or Cookie Policy where applicable. You can also manage cookies through your browser settings.

Marketing Communications

Where you have agreed to receive marketing communications, SafeHome London may contact you regarding relevant services, promotions or company information. You may unsubscribe at any time. Opting out of marketing does not prevent us from contacting you regarding: Active bookings, Appointments, Quotations, Certificates, Reports, Payments, Invoices, Customer service matters

Complaints

If you are dissatisfied with any aspect of our Service, please contact us as soon as possible. Please provide sufficient information for us to investigate, including where relevant: Your name, Property address, Job or invoice reference, Date of attendance, Details of your concern, Supporting photographs or documents. We will make reasonable efforts to investigate complaints fairly and provide an appropriate response. info@safehomelondon.co.uk

Changes to These Terms

We may update these Terms and Conditions periodically to reflect changes to: Our services, Our business practices, Pricing arrangements, Relevant laws or regulations, Website , nal procedures. The latest version will be published on our website together with the applicable effective date. Changes will not normally alter a Contract that has already been completed unless required by law.

Severability

If any provision within these Terms is found by a court or competent authority to be invalid, unlawful or unenforceable, that provision will be treated separately from the remaining Terms. The remaining provisions will continue to apply.

Waiver

If SafeHome London does not immediately enforce a right under these Terms, this does not mean that the right has been waived. Any waiver must be confirmed in writing where required.

Assignment

You may not transfer your rights or obligations under a Contract with SafeHome London to another party without our prior written consent. We may assign or transfer our rights where reasonably necessary as part of our business operations, provided this does not unlawfully reduce your rights.

Consumer Rights

Nothing in these Terms is intended to remove or restrict any statutory rights available to consumers under applicable UK law. Where consumer protection legislation provides rights that cannot legally be excluded, those rights will continue to apply.

Governing Law and Jurisdiction

These Terms and Conditions and any Contract between you and SafeHome London are governed by the laws of England and Wales. Any dispute or claim arising in connection with these Terms or our Services will be subject to the jurisdiction of the courts of England and Wales, subject to any mandatory consumer rights that apply.

Contact SafeHome London

If you have questions regarding these Terms and Conditions, a booking, payment, complaint or Service, please contact us: Website: Safe Home London
Email:info@safehomelondon.co.uk
Telephone: 020 4628 6560
Address: 47 Ellora Road, London, England, SW16 6JG