Terms & Conditions

About These Terms

This page has two parts. Part A covers your use of our website. Part B covers the assessments, surveys and works we carry out for you. Please read them carefully, and ask us if anything is unclear.

Nexura Solutions is the trading name of Nexura Solutions Ltd, a company registered in England and Wales (company number 17117703). Registered office: 71-75 Shelton Street, Covent Garden, London, United Kingdom, WC2H 9JQ. Business address: Bourne House, 23 Hinton Rd, Bournemouth, BH1 2EF. Email: support@nexurasolutions.co.uk. Phone: 0333 052 9992.

In these terms, "we", "us" and "our" mean Nexura Solutions Ltd, and "you" means the person using our website or ordering work from us.

Part A: Website Terms of Use

A1. Using our website

By using this website you accept these website terms. You may use the site for your own information and to contact us. We may change, suspend or withdraw the site, or any part of it, at any time.

A2. Information on our website

The information on our website is general information about our services. It is not tailored advice for your property. Information about regulations, EPC requirements for landlords and government grants is correct to the best of our knowledge when written, but rules and grant amounts change, so please check the current position or ask us before relying on it.

Prices and cost ranges on the website, including the results of our instant estimate tool, are broad indications only. They are not a quotation or an offer. The price for your work is the one in your written quotation, and your quotation and works agreement take priority over anything on the website.

A3. Intellectual property

The content of this website, including text, photographs, graphics, our logo and our downloadable guide, belongs to us or is used with permission. You may view, download and print it for your own personal use, but you must not copy, republish or use it commercially without our written permission. Product names, manufacturer names and scheme names mentioned on the site belong to their owners.

A4. Acceptable use

You must not misuse our website. This includes trying to gain unauthorised access to it, introducing viruses or other harmful material, using the forms to send spam or false information, or using the site in any way that breaks the law.

A5. Links to other websites

Our website links to other sites and services, such as WhatsApp and Google Maps. We don't control them and are not responsible for their content or how they use your information.

A6. Our responsibility for the website

We work to keep the website accurate and available, but we can't promise it will always be available, error-free or free from viruses. You should use your own virus protection. If you are a consumer, we are not liable to you for any business losses. If you use the site for business purposes, we are not liable for loss of profit, business, revenue or opportunity, or for any indirect loss.

Nothing in these terms limits or excludes our liability for death or personal injury caused by our negligence, for fraud, or for anything else that cannot legally be limited or excluded. Your statutory rights as a consumer are not affected.

A7. Changes to these website terms

We may update these terms from time to time. The version on this page when you use the website applies.

Part B: Customer Terms for Assessments and Works

These terms apply when you ask us to assess your property or carry out work. Your written quotation and any works agreement will set out the specific details of your project, such as the scope of works, price, payment stages and timescales. If they say something different from these terms, the quotation or works agreement takes priority.

Some parts of these terms apply differently if you are buying as a business (for example, a company letting property). See section B17.

B1. Who we work with

We carry out work at residential properties in the United Kingdom. You must be 18 or over and have the right to authorise the work at the property. If the property is rented out, you are responsible for any consents needed from tenants, freeholders, managing agents or lenders.

We may decline to carry out work, or stop work, if we reasonably believe it is unsafe to continue, for example because of structural problems or hazardous materials. If that happens, we will explain why and refund any money you have paid for work we have not done, less any costs we have reasonably incurred with your agreement.

B2. Assessments and estimates

Our Precision Assessment is an on-site survey of your property. If there is a charge for an assessment, we will tell you before you book it. Estimates given online, by phone or before an assessment are indicative only.

B3. Quotations and when the contract starts

After the assessment we will give you a written quotation based on what we could see and what you told us. Quotations are valid for 30 days from the date of issue unless they say otherwise.

A contract between us is formed when you accept our quotation, for example by signing a works agreement or confirming your acceptance in writing.

The quoted price may change only if:

• we find hidden defects, structural issues or access problems that could not reasonably have been seen or known about at the assessment;
• you ask us to change the work; or
• the work is delayed by more than 60 days from the quotation date for reasons outside our control, and the cost of materials has gone up in that time.

We will always tell you in writing and get your agreement before doing any extra work or charging more. If you don't agree to a price increase in the last case, you can end the contract and we will refund any money you have paid for work we have not done.

B4. Deposits and payment

• We may ask for a deposit of up to 25% of the contract price when you accept our quotation, to secure materials and your installation date. Your quotation will say how much.
• We may ask for staged payments at the start of the works or at agreed milestones, as set out in your works agreement.
• The balance is due on completion, unless we have agreed a different schedule in writing.
• Invoices are due within 7 days of issue unless we agree otherwise.
• We accept payment by bank transfer, debit card or credit card. We do not accept cash.

Your deposit is part-payment of the price. If you cancel within your cancellation period (section B11), it will be refunded in full, less any amount due for work you asked us to start during that period. If the contract ends later, we may keep only the part of the deposit that covers costs we have actually incurred, such as materials ordered specially for your job that cannot be returned or used elsewhere, and work already done.

If an invoice is not paid on time, we may pause the works after giving you notice, until it is paid.

B5. Grant-funded work

Where your quotation includes grant funding, such as the Boiler Upgrade Scheme, the amount you pay will reflect the grant once it has been confirmed. Grant eligibility is decided by the scheme administrator, not by us, and is not guaranteed until it has been formally confirmed. Your quotation will explain what happens if a grant is not approved.

B6. Your responsibilities

To help us do the work safely and on time, you agree to:

• give us safe access to the areas we need, including lofts, roofs, external walls and utility areas, and let occupants (including tenants) know when we will be there;
• tell us about any known problems, previous work or existing installations that could affect the work, including damp, structural issues or hazardous materials such as asbestos;
• get any planning permission, listed building consent, or permission from freeholders, managing agents or landlords that the work needs, unless we have agreed in writing to do this for you;
• make sure there is a working electricity and water supply where the work needs it; and
• look after installed systems in line with the manufacturer's guidance and the aftercare information we give you.

If we can't do the work because of something you are responsible for, we may need to rearrange it and may charge any reasonable extra costs this causes us. We will tell you about these costs first.

B7. Hidden defects and hazardous materials

If we find a hidden defect or condition that was not visible or disclosed at the assessment, we will tell you promptly and agree the next step with you in writing before continuing. If we discover a hazardous material such as asbestos, we will stop work in the affected area until it has been dealt with safely. The cost of dealing with it is not included in your quotation, and we will discuss the options with you.

B8. Changes to the work

If you want to change the work, please ask us in writing. We will give you a written price for the change, and any effect on the timescale, before we go ahead.

B9. Materials

All materials we supply will be of satisfactory quality and fit for purpose. If a product named in your quotation becomes unavailable, we may offer an equivalent of the same or better specification. We will tell you first, and you can choose not to accept it.

Materials remain our property until they have been paid for in full. We will not enter your property to remove anything without your permission or a court order.

B10. Completion and handover

When the work is finished we will carry out our own quality check and invite you to inspect it. Any certificates, guarantees and handover documents for your installation will be given to you within 30 days of completion. We will put right any minor snagging items within a reasonable time. Minor snagging items don't delay payment where the work is substantially complete, but this does not affect your legal rights if the work is not done properly.

B11. Your right to cancel

If you agree the contract with us at your home, or at a distance (for example by phone, email or online) rather than at our premises, you have the right to cancel it within 14 days without giving any reason. This comes from the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

• For contracts for services only, the cancellation period ends 14 days after the day the contract is made.
• Where the contract includes supplying goods (for example solar panels, batteries, heat pumps, windows or doors), the cancellation period ends 14 days after the day the goods come into your physical possession.

How to cancel: tell us clearly that you have decided to cancel, by email to support@nexurasolutions.co.uk, by post to Nexura Solutions Ltd, Bourne House, 23 Hinton Rd, Bournemouth, BH1 2EF, or by phone on 0333 052 9992. You can use the model cancellation form below, but you don't have to. You just need to send your message before the cancellation period ends. If you phone us, we recommend you also confirm by email or letter so you have a record.

Refunds: if you cancel, we will refund all payments we have received from you, including any deposit, within 14 days of the day you tell us, using the same payment method you used unless you agree otherwise. You won't be charged any fees for the refund. If we have delivered goods, we will arrange to collect them at our own cost. We may reduce the refund to reflect any reduction in the value of goods caused by handling them more than was necessary to check them.

If you ask us to start within the cancellation period: we will only start work during the 14 days if you ask us to, in writing. If you then cancel, you will have to pay a proportionate amount for the work carried out up to the time you tell us you are cancelling.

When the right to cancel does not apply or ends:

• once a service has been fully performed, if you asked us to start it during the cancellation period and confirmed you understood you would lose the right to cancel once it was complete;
• for goods made to your specifications or clearly personalised, such as made-to-measure windows and doors;
• for goods which, once installed, are by their nature inseparably mixed with other items, such as injected cavity wall insulation or laid resin; and
• where you specifically asked us to visit to carry out urgent repairs or maintenance.

This information about your right to cancel, and the cancellation form, will also be included with your written quotation or works agreement.

Model cancellation form

Complete and return this form only if you wish to cancel the contract.

To: Nexura Solutions Ltd, Bourne House, 23 Hinton Rd, Bournemouth, BH1 2EF
Email: support@nexurasolutions.co.uk

I/We* hereby give notice that I/We* cancel my/our* contract of sale of the following goods*/for the supply of the following service*:

Ordered on* / received on*:
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s) (only if this form is notified on paper):
Date:

* Delete as appropriate.

B12. If you cancel after the cancellation period

You can still ask to end the contract after the cancellation period, but you will have to pay for the work done so far and for costs we have reasonably incurred and cannot recover, such as materials ordered specially for your job that cannot be returned or used elsewhere. We will not charge you more than these actual costs, and we will refund anything you have paid above them.

B13. If we need to rearrange or cancel

Some work depends on the weather, and occasionally illness, supply problems or other events outside our control may delay us. If this happens we will contact you as soon as possible to arrange a new date. If we cannot carry out the work at all, we will refund any money you have paid for work we have not done, including your deposit.

B14. Your legal rights

If you are a consumer, the Consumer Rights Act 2015 says we must carry out our services with reasonable care and skill, and that any goods we supply as part of our services must be as described, of satisfactory quality and fit for purpose. If our work is not carried out with reasonable care and skill, you can ask us to repeat or fix it free of charge or, if we can't, you may be entitled to a price reduction. If goods we supply are faulty, you may be entitled to a repair or replacement or, in some cases, a refund. For more detailed information, visit the Citizens Advice website or call 0808 223 1133.

B15. Our guarantee

In addition to your legal rights, we give a 12-month workmanship guarantee on our installation work, starting from the date of completion. It covers defects in our workmanship. It does not cover:

• damage caused by misuse, neglect, accidents, or not following the aftercare or manufacturer's guidance;
• work that has been altered or repaired by someone else without our agreement;
• damage caused by flooding, fire, storms, lightning, subsidence or other events outside our control;
• defects in your property that existed before we started, or problems with the building fabric that we identified to you in writing before the works;
• normal wear and tear, or minor cosmetic variations in materials (such as small differences in colour or texture) that don't affect how the work performs.

Manufacturers' product warranties are passed on to you and are governed by the manufacturer's own terms. They may last longer than our workmanship guarantee. Where your quotation says your installation is covered by a certification scheme, consumer code or insurance-backed guarantee, the certificate or details will be issued to you separately and its own terms will apply.

Our guarantee is given to you for the property where the work was done. It can be transferred to a new owner if we agree in writing. None of the exclusions above limit your legal rights described in section B14.

B16. Our responsibility to you

If we break these terms or fail to use reasonable care and skill, we are responsible for loss or damage you suffer that is a foreseeable result. Loss or damage is foreseeable if it was obvious it would happen, or if we both knew it might happen when the contract was made. We are responsible for damage to your property caused by us or our workers while carrying out the work.

We are not responsible for loss or damage that was not foreseeable, for delays caused by events outside our reasonable control, or for problems caused by defects in your property that we could not reasonably have discovered. If you use the property for business, for example you let it, we are not liable for loss of rent, profit or business, or business interruption.

Nothing in these terms limits or excludes our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, for breach of your legal rights as a consumer, or for anything else that cannot legally be limited or excluded.

B17. If you are buying as a business

If you are not a consumer (for example you order work through a company, or as part of a property business), the cancellation rights in section B11 and the consumer rights in section B14 do not apply. In that case: we are not liable for any indirect or consequential loss, or for loss of profit, rent, revenue or business; our total liability to you under or in connection with the contract is limited to the contract price; and we may charge interest on late payments under the Late Payment of Commercial Debts (Interest) Act 1998. These limits do not apply to liability that cannot legally be limited, such as for death or personal injury caused by negligence, or fraud.

B18. Health and safety

We carry out all work in line with health and safety law, including the Health and Safety at Work etc. Act 1974 and the Construction (Design and Management) Regulations 2015, and the relevant Building Regulations and industry standards.

B19. Complaints

We want you to be happy with our work. If you're not, please contact us using the details below. We will:

• acknowledge your complaint within 3 working days;
• investigate it and respond with our findings within 14 working days; and
• if we confirm a defect in our workmanship, arrange to put it right at no extra cost, within a reasonable timescale agreed with you.

If we can't resolve your complaint, you can get free, independent advice from Citizens Advice on 0808 223 1133. If your quotation says your installation is covered by a consumer code or certification scheme, you may also be able to use that scheme's dispute resolution service, and we will give you details on request.

B20. Your personal data

We use your personal data as described in our Privacy Policy.

B21. Changes to these terms

We may update these terms from time to time. The version in force when you accepted your quotation applies to your contract, unless you agree in writing to a later version.

B22. Other important terms

We may use qualified subcontractors to carry out some of the work, but we remain responsible for it. If a court decides that any part of these terms is invalid, the rest will still apply. If we don't enforce our rights straight away, we can still enforce them later.

Governing Law

These terms, and any contract between us, are governed by the law of England and Wales, and the courts of England and Wales have jurisdiction. If you are a consumer living in Scotland or Northern Ireland, you can also bring proceedings in your local courts.

Contact Us

For questions, complaints or notices about these terms, please contact us:

Nexura Solutions Ltd
Bourne House
23 Hinton Rd
Bournemouth
BH1 2EF

Phone: 0333 052 9992
Email: support@nexurasolutions.co.uk