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TRADING TERMS AND CONDITIONS 2024

To ensure you have a clear, professional and fully informed experience with us, please see details of our trading terms and conditions below. These terms may have changed since you last reviewed them – please read through them carefully to avoid any miscommunication. If you do have any queries after reviewing the below, please feel free to contact one of our team.

These terms outline the way in which we, G & N Limited trading as “HBD Systems”, work and operate therefore forming part of our contract with you. When you buy from us you are agreeing to the details covered under the following headings below which explain each aspect of our Terms and conditions in more detail. Let’s get started…

Where to find information about us and our products

You can find everything you need to know about us, G & N Limited trading as “HBD Systems”, and our products on our website via https://hbdsystems.co.uk/, or from our sales staff before you order. We also confirm the key information to you in writing before you order, either by email or on paper. You can also ask our team to view examples of these order documents and other documents which will be sent throughout the process.

Our showroom and offices are based at Unit 1, The Beech industrial centre, Porters wood, St Albans, Herts, AL3 6PQ.

How to contact us. You can contact us by telephone on 01727 845600 and select the department you would like to speak to from the options available, write to us at the address above or email admin@hbdsystems.co.uk who will redirect your enquiry to the correct department.

When we mention ‘in writing’ or ‘written’ this includes email correspondence or documents received via email.

Unfortunately we might reject your order

Although it is extremely rare, sometimes we are obligated to reject orders, for example, because we do not feel we can provide a solution for your project requirements, because a product is unexpectedly out of stock, because a credit reference we have obtained is unsatisfactory, because you are located outside the UK or because the product was mispriced by us. When this happens, we will let you know as soon as possible and refund any sums you have paid.

We will ‘accept’ your order after we have checked your signed survey/ order confirmation

We will contact you to confirm we’ve received and processed your order (this is normally within a few business days of receipt of your signed documents) to confirm we’ve accepted it and provide the key details of your order.  We will then contact you again when we have received delivery date confirmation from your chosen manufacturer (normally within a period of up to 12 weeks) to confirm the dispatch to you of your selected products and your installation date.

Your contract

We will provide you with a written contract which includes your estimated costs, payment terms and whether you would like to waive your 14 day cooling off period as this is the point at which it starts. When you place your deposit with us – a binding contract will come into existence between you and us, which incorporates these terms. If there is any inconsistency between these terms and your Contract, the Contract will override these Terms.

 

Additional Fee’s

We are sure you understand that it is hard to predict all of the exact costs involved in completing your project. We quote from estimated sizes which are then confirmed upon survey, if the real life sizes or the specification of your products vary from the quotation we may be required to reprice the project and amend the costs. These revised costs will be featured on your sales contract or sales contract variation document so ensure you are aware prior to us accepting and processing your order.

During the contract fulfilment process there may be additional admin fees if you change key details or transfer your contract after it has been created when your deposit is paid. Some of these admin fees (but not all) are listed below:

  • Changing your contract type from supply and installation to supply only, or vice versa £25 +VAT
  • Splitting contracts into multiple phases or alterations to the pre-agreed phase plan after deposit has been paid £50 + VAT
  • Changing contract holder name £50 + VAT
  • Second survey fee, where we are required to come back to do a second survey due to lack of information, changes to specification or any other reason without prior agreement at point of sale and deposit payment there will be a second survey fee of £250 + VAT
  • Storage for supply only products not collected after 14 working days £50 + VAT minimum per week, dependent on the volume of products and materials
  • Storage for products relating to client led delayed installations £50 + VAT minimum per week (discretionary), dependent on the volume of products and materials
  • See admin fee’s related to refunds further in these terms.

The payment terms are set out in these Terms and Conditions below, you will be charged according to these unless agreed with us prior to any money being paid.

Unless otherwise explained to you during the order process and confirmed in writing the following details are our usual payment terms and amounts. You will own your product only once we have received payment in full.

Instruction Type

Payment Details, Timings and Delivery

Supply only products

100% of the contract cost is payable upon your instruction to proceed with HBD Systems.  Once the goods are ready either you will need to collect the goods from our premises or, if we have agreed in advance, we will arrange to deliver to your selected site (subject to any agreed delivery fees)

Supply and installation
(off plan with no survey)

50% of the contract cost is payable upon your instruction to proceed with HBD Systems, you will receive an order confirmation to carefully check, sign and return to us, and the goods are ordered.

Once the manufacturers have confirmed their delivery dates to us we will confirm a proposed installation date and 40% of the contract cost is payable at least 4 weeks before the agreed installation date. If you delay this date after order the interim will still be due on the initial date given to run in line with manufacturing and deliveries agreed at point of order.

The final 10% of the contract cost is payable upon installation where by all products are installed. Any remedial work is covered under your guarantee. If you add items to your contract during installation e.g. trims, alternative handles or pressings these items will be paid for in full upon order. Their delivery or installation will have no effect on the final balance for the original contract which will still be due upon installation of the original order.

If the products are incorrect due to off plan client/ builder survey error the balance must be paid in full before any remake items are ordered.

Supply and fit
(Site survey by HBD)

50% of the contract cost is payable upon your instruction to proceed with HBD Systems.

We will look to schedule a site survey within 7-10 business days (subject to availability of a site surveyor). After survey you will receive a detailed survey confirmation to check, sign and return to us. Your project order is then accepted by us and your products are ordered.

Once the manufacturers have confirmed their delivery dates to us we will confirm a proposed installation date and 40% of the contract cost is payable at least 4 weeks before the agreed installation date. If you delay this date after order the interim will still be due on the initial date given to run in line with manufacturing and deliveries agreed at point of order.

The final 10% of the contract cost is payable upon installation where by all products are installed. Any remedial work is covered under your guarantee. If you add items to your contract during installation e.g. trims, alternative handles or pressings these items will be paid for in full upon order. Their delivery or installation will have no effect on the final balance for the original contract which will still be due upon installation of the original order.

We may charge interest on late payments

If we’re unable to collect any payment you owe us we reserve the right to charge interest on the overdue amount at the rate of 4% a year above the Bank of England base rate. This interest accrues on a daily basis from the due date until the date of actual payment of the overdue amount, whether before or after judgment. You pay us the interest together with any overdue amount.

We pass on some increases in VAT

If the rate of VAT changes between your order date and the date we supply the product, we adjust the rate of VAT that you pay, unless you have already paid in full before the change in the rate of VAT takes effect.

 

Surveys

Where you have requested us to supply and fit your order along with a survey we will look to arrange a suitable appointment with you, generally within 7-10 working days from the date of your order (subject to availability of a site surveyor). 

When we carry out our survey, we measure the size of the openings into which our products are to be installed, so that we can look to ensure that our products fit allowing the appropriate manufacturer tolerances. Where you are carrying out building work that affects the installation it is your responsibility to ensure that you construct the openings to suit the products you order with us, as advised in the survey information provided to you. 

It is your responsibility to provide any important survey information to your contractors to ensure any preparation works are completed prior to our installation visit. This includes changes to any site access or scaffold which is to be erected after survey or is in place upon survey. If a failed installation should occur you may be charged a fee, please see “Installation Dates” below.

We are not responsible for delays caused during the survey process which are outside of our control. For example: structural opening not being fully formed for survey, client/ builder/ decision maker not in attendance, lack of adequate information for floor levels/ finishes and so on.

Order confirmation

If you would like to be very specific about where something goes or product requirements please ensure you have put in writing what you require and that it has been reflected in the notes on your order confirmation. This includes specialty glass, handle placement, colours, threshold details, floor height levels, opening directions etc. If details are not mentioned in writing on your order confirmation we will not be able to fulfil the request retrospectively.

The order confirmation will supersede any other estimates or prior survey documents and will be the only document we work from. Be sure to check this carefully as this document shows what you will get.

Note: If a specific requirements is not shown on the document it will not be provided.

Products can vary slightly from their pictures

All visuals are a representation of the product and may not be 100% accurate, details can vary. E.g. Astragal bar placement/ layout, frame thicknesses, placement of handles and other door furniture, appearance of glass etc.

A product’s true colour may not match the one shown on your device or in our marketing or its packaging may be slightly different. Each colour we supply can vary slightly depending on the material of the product, lighting or angle it is viewed from. Ensure you contact your surveyor with any questions you may have regarding any and all details.

Site preparation and Information

During your survey our surveyor will go through a number of different questions about your site, access and give any information about preparation which needs to be completed prior to our installation. This information and preparation is vital for our installation to go smoothly.

When we carry out our site survey the surveyors measure the size of your openings in order for bespoke products to be manufactured to suit this opening. When building works or preparations are carried out of required prior to your installation it is your responsibility to ensure that the openings are constructed to suit the products which you have ordered from us as detailed on your signed survey order confirmation.

If the preparation is not complete or you have failed to inform us of information which will affect our installation we may charge you additional sums if we cannot access your property for delivery or installation or if you don’t do preparatory work for installation, as agreed with us. For example, we might need to re-deliver on another vehicle or with extra manpower or lifting tools etc., reschedule installation if other trades have not completed their works on time or preparations etc.

We also require you to remove or adapt any scaffold which may restrict access to the opening area. If for any reason we require this scaffold to remain in place for products such as roofs or high level windows and gables this will be written on your survey/ order confirmation.

If you require any clarification please contact your surveyor prior to your installation date.

Installation Dates

Subject to the following detail, we may postpone or terminate any planned installation date with prior notice before the delivery of the goods and/or provision of the services. Please note we may not know a product is delayed until the delivery is due to arrive, this can be within 24 hours of the installation or of a staff absence until the day of scheduled install. We will use all reasonable means to contact you (whether by email or phone) to confirm any rearrangement or cancellation of planned installation dates.

Where you wish to alter any installation dates please contact our installations or customer services team via installations@hbdsystems.co.uk or contracts@hbdsystems.co.uk or call us on 01727 845600 as soon as reasonably possible and we will do our best to accommodate any alternative dates (but it will be subject to availability at that time).

We schedule our fitting teams in advance and where any installations need to be postponed due to your actions there may be fees if we are then unable to reallocate our teams. Please note that we will charge the following cancellation fees in the following circumstances:

Cancellation and/or postponement of installation

Cancellation Fee

More than 7 business days prior to the scheduled installation date

0% of the installation fee

7 business days or less prior to the scheduled date for the Installation

A £450 plus Vat failed installation fee

7 business days or less prior to the scheduled date for the Installation with crane

A £1050 plus Vat failed installation fee

Note if you delay your installation you are still required to pay your interim in full on the date due. Storage fee’s may also apply (mentioned earlier in terms).

Installation

HBD Systems services include installation of products, weather proofing/ sealing around products, patching in damaged render within 3cm of window and repairs to plaster reveals within 3cm of window. Please note any repairs are not guaranteed to be the same colour due to weathering and supplier variations. We allow for UPVC trims however aluminium trims and pressings are not included unless stated on your order confirmation. To be clear, we do not decorate in any way after installation of products. This includes painting, wall papering and any other finishes or do we remove or refit blinds or curtains. 

Trade contracts will not include sealing or silicone unless pre-agreed and specified on your order confirmation.

We do not take responsibility for any disconnection or reinstallation of any cabling running through our openings such as alarm or other cables. Where brickwork is being removed removal or relocation of any electrical works, plumbing works or skirting is not included unless specified on your survey order confirmation.

Please seek our advice before attempting to attach devices to our products as this may invalidate your guarantee’s and or warranties.

Parking Charges

Please be advised that if you live in an area with parking restriction or restricted roads surrounding the installation address it is your responsibility to provide the necessary parking permits and/or information regarding the route to your property. If you are unable to provide a parking space or parking permit the cost of any parking tickets, fines or parking meter charges during the installation period will be passed onto yourself and added to your final balance payment.

Lifting, handling and access equipment

If you consider that a crane or other lifting equipment is needed for the installation of our products on your site you should let us know when you place your order. Our quotation will not include the cost of handling or lifting equipment unless you discuss it with us prior to placing your deposit. When we undertake our site survey our surveyors will be able to identify if lifting equipment is required and/or what equipment is required, as such your quotation may change accordingly to include this. We will confirm the price of lifting equipment prior to your products being ordered with the manufacturer, delay in confirming new prices may result in a delay of your installation.

We accept no responsibility for lifting and/or handling equipment used to move or install our products other than that which has been hired by or belongs to us.

It may be necessary for us to hire access equipment on your behalf such as scaffolding. This may be hired before the installation takes place so it is ready for our installation date and may be off hired after the installation has been completed. It is the client’s responsibility to ensure the equipment is kept secure and safe during the times HBD Systems are not on site. We reserve the right to charge you for any loss or damaged of the hired equipment from hire companies if they are incurred.

Delays outside of our control

When there is an unfortunate delay outside of our control we cannot be held responsible. We are subject to fluctuating product delivery times. The usual supply period from order to delivery is estimated at a general 12 weeks but this can be shorter or longer depending on a variety of circumstances when you place your order. 

If our supply of your product is delayed by an event outside our control, such as manufacturer delays, accidental product damage, strikes, pandemics etc., we will contact you as soon as possible to let you know and do what we can to reduce the delay. As long as we do this, we won’t compensate you for the delay, but if the delay is likely to be substantial (in excess of 6 months) you may be eligible for a reduction of your final balance payment.

If you bought online, or over the telephone, you have a legal right to change your mind. Here is more information on your legal right to change your mind

For most of our products bought online, or over the telephone, you have a legal right to change your mind about your purchase and receive a refund of what you paid for it minus any potential admin fees. This is subject to some conditions, as set out below.

Changing your mind

You can’t change an order after we have received your signed survey confirmation or we have placed the order (for your bespoke products) with our manufacturer.

If you no longer require a product you must let us know during your cooling off period which is no later than 14 days after the day we receive your signed sales contract. Please note, due to this there will be no products ordered during the cooling off period as all products are bespoke. However there is an option to waive your 14 day cooling off period.

Waiving your 14 day cooling off period will allow our team to work on getting your products ordered as soon as possible. This will mean you are no longer entitled to a full refund if you change your mind and would like to cancel. The client will be responsible to pay for any and all products, materials and costs relating to your contract.

How to let us know you would like to cancel

To let us know you want to change your mind, contact our contracts manager by email to: contracts@hbdsystems.co.uk. You can call us on 01727 845600, but will be asked to confirm your cancellation by email or in writing also (please note if cancellation is in writing the date of notification will be the date we receive the letter).

Refund admin fees. Although we hope a refund is not the case, there are admin fee’s associated with refunds being processed.

  • For refund’s prior to survey within your 14 day cooling off period you will be charged £50 + VAT subject to costs incurred.
  • For refund’s prior to survey after your 14 day cooling off period you will be charged £100 + VAT subject to costs incurred.
  • For refunds after survey (no goods ordered) you will be charged a minimum of £500 + VAT subject to costs incurred and length of survey time.

Returns policy

As all of our products are made bespoke to your chosen specification we are unable to accept any returns.

Guarantees

Each of our products are subject to individual product guarantees and warrantees. Find more information on our guarantee’s page.

Guarantee Claims

Any and all guarantee claims should be submitted in writing to service@hbdsystems.co.uk. You should do so promptly within 7 days of noticing the issue.

All Warranties and guarantees are given subject to the following conditions:

  • HBD Systems must have received full payment against the contract
  • You must have filled in and returned any warranty registration forms or manufacturer policy documents sent to you before or after installation
  • Where supplied you must have maintained the products in accordance with the manufacturer’s instructions and or operation guide. The goods must not have been altered. As mentioned above please seek our advice before attaching anything to our products as this could invalidate our guarantee or warranty.
  • HBD Systems are not liable for deterioration and/or minor imperfections covered under general wear and tear or environmental factors.
  • HBD Systems installation guarantee only applies to products HBD Systems have installed. If these goods have been removed from their opening or remedial works has been carried out by anyone other than an accredited HBD Systems installer your labour guarantee will be void.

When and how we refund you

If you tell us you wish to cancel a product that hasn’t been ordered or delivered, we refund you as soon as possible and within 14 days. We refund you via bank transfer. Please ensure you send your bank details to the contracts manager when you confirm your cancellation.

It is possible we are required to make changes to your products or these terms

Changes we can always make. We can always change a product:

  • To reflect changes in relevant laws and regulatory requirements; (such a changing hinges to allow for greater opening space to comply with regulations)
  • To make minor technical adjustments and improvements. These are changes that don’t affect your use of the product. (Minor changes to locking etc due to parts being out of stock as long as they do not effect your use of the product).

If we need to withdraw products

We can stop providing a product, such as a particular range. We let you know in advance as soon as our manufacturer lets us know and we refund any sums you’ve paid in advance for products which won’t be provided as well as try and source an alternative to complete your project to your specifications.

Ending your contract

We can end our contract with you for a product and claim any compensation due to us if:

  • you don’t make any payment to us when it’s due and you still don’t make payment within 7 days of us reminding you that payment is due.
  • you don’t, within a reasonable time of us asking for it, provide us with information, cooperation or access that we need to complete our survey, provide the product, install the products or service any of the products, delivering the product, storing the product on site or access to the site itself
  • you don’t, within a reasonable time of us asking for it, provide us with information, cooperation or access to the site or workable area, for example details of other trades on site, scaffold which has been erected or is required to be moved before installation etc.

Compensation and losses

We don’t compensate you for losses caused by us or our products. We are not responsible for losses you suffer caused by us if the loss is:

  • Unexpected. It was not obvious that it would happen and nothing you said to us before we accepted your order meant we should have expected it (so, in the law, the loss was unforeseeable).
  • Caused by a delaying event outside our control. We are not responsible for delays outside our control, this includes delays due to staff sickness or unforeseen absences.
  • Something you could have avoided by taking reasonable action, including following our reasonable instructions for use.
  • A business loss. It relates to your use of a product for the purposes of your trade, business, craft or profession. Our liability for any loss you suffer in connection with your trade, business, craft or profession is limited.

To be clear, we are not responsible for any consequential losses, penalty clauses or counter charges of any kind. The HBD Systems contract and terms will supersede all other contracts.

We use your personal data as set out in our Privacy Notice

How we use any personal data you give us is set out in our Privacy Notice: https://hbdsystems.co.uk/privacy-policy/

Our complaints policy

Our Contracts Team: contracts@hbdsystems.co.uk or 01727 845600 and will do their best to resolve any problems you have with us or our products as per our Complaints policy: https://hbdsystems.co.uk/complaints/

If you feel you are not happy with our complaints procedure we recommend you seek an independent assessment. For example from the GGF (glass and glazing federation), this will be at the clients cost.

Nobody else has any rights under this contract

This contract is between you and us. Nobody else can enforce it and neither of us will need to ask anybody else to sign-off on ending or changing it.

If a court or other authority decides that some of these terms are unlawful, the rest will continue to apply.

Even if we delay in enforcing this contract, we can still enforce it later

We might not immediately chase you for breaching these terms (e.g. failing payment), however we reserve the right to contact you in the future

These terms are governed by the law in England and Wales and wherever you live you can bring claims against us in the English and Welsh courts. If you live in Scotland or Northern Ireland, you can also bring claims against us in the courts of the country you live in. We can claim against you in the courts of the country you live in.

 

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