HRG Services Ltd – Terms & Conditions

1. Website Use

Welcome to the HRG Services website. By continuing to browse and use this site, you agree to comply with and be bound by the following terms and conditions, which—together with our privacy policy—govern HRG Services’ relationship with you in relation to this website.

If you disagree with any part of these terms, please do not use our website.

“HRG Services”, “us”, or “we” refers to the website owner.
“You” refers to the user or viewer of the website.

Key Terms of Use:

The content on this website is for general information only and may change without notice.
We use cookies to monitor browsing preferences. If you accept, your information may be stored or shared with third parties.
We do not guarantee the accuracy, timeliness, performance, or completeness of the information found on this site. Use of such information is at your own risk.
All website content—including layout, graphics, and design—is owned or licensed by HRG Services. Reproduction is prohibited unless expressly permitted.
Any trademarks not owned by or licensed to us are acknowledged on the site.
Unauthorised use of this website may result in a claim for damages and/or be a criminal offence.
Links to third-party websites are provided for your convenience. We have no responsibility for their content.

Use of this website and any disputes arising are subject to the laws of England, Northern Ireland, Scotland, and Wales.

2. Use of Services

By accepting our quotation or engaging our services, you agree to the following terms and conditions.

3. Booking & Project Start
Your project will only be scheduled once a deposit has been received.
Start dates are indicative only. Due to the nature of our work, delays may occur. We will keep you informed of any changes.
A more accurate timeframe will be confirmed closer to your project start date.
4. Working in All Seasons

We work year-round, including colder or wetter months. To minimise disruption during poor weather:

We work on one area at a time, not all windows at once.
Overhangs often allow us to continue in light rain.
Paint is only applied during appropriate conditions.
Where needed, windows can be safely boarded up and worked on off-site.
5. Project Team

Most projects are handled by 1–2 team members. For longer jobs, we aim to have 2 team members on-site where possible, though staffing may vary due to unforeseen factors.

6. Preparing for Work

Before work begins:

Please remove curtains, blinds, and large furniture from around windows/doors.
A charge may apply if the team needs to clear the area.
Reinstallation of any removed items is the client’s responsibility after work completion.
7. During the Project
Projects are phased, often with multiple windows/doors worked on simultaneously.
A foreman or senior team member will begin your project.
Our office will stay in touch throughout to ensure satisfaction.
Standard payment terms are weekly invoices (see Section 9).

Project Phases:

Preparation, repairs, joinery, glazing.
Undercoating and fine filling.
Swinging, hanging, adjustments.
Final coats, hardware fitting, snagging.

You’ll be asked to sign off the project upon completion.

All work areas are protected and left tidy each day. Questions should be directed to our office for consistent communication with the team.

8. Additional Work & Costs

It is not always possible to assess the full extent of timber damage during the initial survey.

Clients are advised to allow for up to a 10% increase in costs to cover additional repairs.
If further work is required (e.g., new sashes, cills, trims, frame repairs), we will inform you and await your approval.
Extra costs will be added to existing or separate invoices.

Estimates are based on a flat rate unless otherwise noted.

9. Payment Terms
Deposit due to secure booking. All deposits are non-refundable, as they cover administrative time, scheduling, and pre-ordering of materials.
Joinery Deposit (paid to the external joiner) is also non-refundable once production has started.
Weekly Interim Payments are due within 48 hours of request.
Final Balance due within 48 hours of completion invoice.

Late payments may result in your project being paused and resumed once payment is received.

Bank details for BACS payments:
Barclays Bank
Sort code: 20-96-96
Account number: 33369196

10. Work Standards & Expectations

Our aim is to restore original items while preserving their character. Some imperfections will remain due to the nature of older materials.

Surfaces may retain minor blemishes.
Glazing sightlines will follow existing putty/bead lines as closely as possible.
We are not responsible for future issues caused by hidden moisture or external factors (e.g. guttering, pointing, brickwork).
11. Remedial Revisit / Minor Settling Issues

Due to natural movement and moisture content in old timber, remedial work may be required 6–12 months after completion.

You may choose either:

Option 1: Apply minor touch-ups yourself using paint we provide.
Option 2: Book our team for a remedial visit at £445 + VAT + materials per operative/day (typically 2–3 days).

Please note: this is not a full refurbishment or repaint, only minor corrective work.

We do not offer full guarantees on refurbished items. New joinery items are guaranteed directly by the joinery supplier.

12. Joinery Items

HRG Services uses an external joinery provider to supply items such as new sashes, and in some cases, complete windows or doors by exception.

Full window replacements are no longer part of our standard service, except for single sashes or specific exceptions agreed in advance.
All matters relating to joinery—such as production dates, payments, and guarantees—remain between the client and the joinery supplier.
HRG Services can liaise with the joiner on your behalf where needed.
Final balances for joinery are due prior to delivery/installation.
13. Social Media & Photography

We occasionally share project images for marketing. These photos will not include personal effects or identifiable customer data.

If you prefer your project not be featured, please email us at:
📧 office@hrgservices.co.uk

14. Call Recording

Calls made to/from HRG Services Ltd may be recorded for quality and training purposes.  By providing your phone number you agree that your calls will be recorded.

15. Reviews & Feedback

We pride ourselves on quality workmanship. If you’re pleased with our work, we’d appreciate a positive review.

If you’re unhappy for any reason, please contact us first so we can address your concerns promptly.

16. Cancellation Policy

Should a project be cancelled by the client after booking:

More than 30 days before start: Deposit retained to cover administrative and preparatory costs.
Less than 30 days before start: Deposit retained and a 10% cancellation fee may be charged to cover allocated time and labour.
Once works have started: All labour and materials to date will be invoiced. The remainder of the project may be cancelled, and a demobilisation fee may apply.

Please note: All deposits are non-refundable.

17. Access Requirements
The client is responsible for ensuring clear, safe, and unrestricted access to the property and all working areas.
If scaffolding, access towers, or specialist equipment (e.g. cherry pickers) are required, HRG Services can arrange this, but all associated costs will be charged to the client.
18. Insurance & Liability
HRG Services Ltd holds full Public Liability Insurance and Employer’s Liability Insurance.
While we take great care, we cannot be held responsible for damage caused by pre-existing faults, unstable materials, or unforeseen circumstances within the property.
It is the client’s responsibility to ensure that buildings insurance covers any restoration work being undertaken.
19. Force Majeure

HRG Services Ltd shall not be held liable for any delays or failure to fulfil obligations due to events outside of our reasonable control. This includes but is not limited to:

Severe weather
Illness or injury
Pandemic-related disruption
Fire or flood
Labour shortages
Supplier delays
Acts of government or regulatory bodies

Where possible, affected work will be rescheduled at the earliest available opportunity.

20. Waste Disposal
HRG Services will remove minor waste associated with refurbishment (e.g. old paint, timber offcuts).
For large amounts of waste (e.g. during full replacement or joinery works), skip hire or alternative arrangements may be required and will be the responsibility of the client unless agreed otherwise.
If site clearance is needed after joinery delivery or window removal, we can coordinate this service at an additional cost.
21. Agreement to Terms

By accepting a quote or paying a deposit, you confirm that you have read and agree to these Terms & Conditions.

These terms are subject to change at any time. Please ensure you are reviewing the most up-to-date version.