Terms and Conditions

These terms apply when you ask Vivid Property Repairs to carry out work at your home, and they explain your right to cancel. Please read them before you accept a quote.

1. About these terms

1.1 These terms apply to every job we agree to carry out for you. Together with the quote or price we agree with you for the job, they make up the contract between you and us.

1.2 In these terms, "we", "us" and "our" mean Vivid Intelligence Ltd, trading as Vivid Property Repairs, and "you" and "your" mean the person who asks us to carry out the work.

1.3 We provide our services to householders for domestic and private use. Nothing in these terms affects your legal rights as a consumer.

2. About us

2.1 Vivid Property Repairs is a trading name of Vivid Intelligence Ltd, a company registered in England and Wales with company number 13434339. Our registered office is at 71-75 Shelton Street, Covent Garden, London WC2H 9JQ. We are based in Witham, Essex.

2.2 You can contact us:

• by email at info@vividpropertyrepairs.co.uk;
• by phone or WhatsApp on 07999 615 526;
• by phone on our office number, 01376 743 008;
• by post to our registered office, at the address in clause 2.1.

2.3 We hold public liability insurance. You can ask to see our insurance certificate.

3. The work we do

3.1 We carry out small repair, maintenance and fitting jobs in the home, including:

• taps, toilets, leaks under sinks and outside taps;
• putting up shelves, television brackets and curtain poles;
• doors, door handles, locks and letterboxes;
• resealing and draught-proofing;
• assembling flat-pack furniture;
• other small jobs around the home.

3.2 We only carry out work that we are competent and insured to do. If a job, or part of a job, is outside that, we will tell you and we will not carry out that part.

3.3 We are not registered to work on gas. We do not carry out any work on boilers, gas appliances or central heating systems.

3.4 We do not provide an emergency locksmith service, and we do not open locked doors or safes.

3.5 Where part of a job needs a specialist, we may arrange for a person we work with to carry out that part. We will tell you beforehand who is coming.

4. Quotes

4.1 We will give you a price for a job before any work starts. We usually base the price on the description and photographs you send us through our website, by WhatsApp, by phone or by email. We may ask to visit your property before we give a price.

4.2 We usually send a quote as a link, which you can open to read the quote and accept it online. A quote is valid for 14 days from the date it is issued, unless the quote states a different period.

4.3 Some jobs are agreed by phone, by WhatsApp, by email or in person at a stated price. In that case, the price, and what it includes, are as agreed with you at the time.

5. When a contract is made

5.1 A contract between you and us for a job is made when you accept our quote, either by using the accept button on the quote link or by telling us that you accept it. Where a job is agreed by phone, WhatsApp, email or in person at a stated price, the contract is made when you agree that price with us.

5.2 Our contracts are usually made by phone, by message, by email, through our website or at your home. For contracts made in these ways, you usually have a legal right to cancel. Section 6 explains that right and when it does not apply.

6. Your right to cancel

How long you have

6.1 You have the right to cancel a contract with us within 14 days without giving any reason. The exceptions are set out in clause 6.12. The 14 days are counted as follows.

How to cancel

6.2 To cancel, you must tell us clearly that you have decided to cancel the contract. You can do this by email to info@vividpropertyrepairs.co.uk, by phone or WhatsApp on 07999 615 526, by phone on 01376 743 008, or by post to our registered office. You may use the model cancellation form at the end of these terms, but you do not have to.

6.3 If you cancel by phone, we recommend that you also confirm your decision in writing, for example by email, so that you have a record of it.

6.4 To cancel within the cancellation period, it is enough for you to send your message to us before the period ends.

Refunds

6.5 If you cancel, we will refund all payments we have received from you under the contract, including any deposit, less any amount deducted under clause 6.11. Any amount you owe us under clause 6.8 is payable separately, unless you agree that we may deduct it from the refund.

6.6 We will make the refund without undue delay, and in any event no later than 14 days after the day on which you tell us that you have decided to cancel. We will use the same means of payment that you used, unless you expressly agree otherwise. We will not charge you a fee for the refund.

If you ask us to start work within the cancellation period

6.7 We will not start work before the cancellation period ends unless you ask us to. If you want the work to start sooner, you must expressly ask us to do so in writing, on paper, by email or by another durable medium.

6.8 If you ask us to start work within the cancellation period and you then cancel, you must pay us for the work carried out up to the time you tell us that you have decided to cancel. The amount will be in proportion to the work carried out, compared with all of the work under the contract, and will be calculated on the basis of the total price agreed. If the total price is excessive, the amount will be calculated on the basis of the market value of the work carried out, by comparing prices for equivalent services supplied by other traders.

6.9 For a contract for our work only, your right to cancel ends once we have completed the work, if you asked us, as described in clause 6.7, to start the work within the cancellation period and you acknowledged that you would lose your right to cancel once the work had been completed.

Goods and materials

6.10 If you cancel a contract under which we have supplied goods or materials to you, we will arrange with you to collect them, at no cost to you.

6.11 You may be liable, up to the contract price, for any reduction in the value of goods we have supplied that results from your handling them beyond what is necessary to establish their nature, characteristics and functioning. We may deduct that amount from your refund.

When the right to cancel does not apply

6.12 You do not have a right to cancel:

• a contract made while we were with you at your home, where the total amount you are to pay is £42 or less;
• a contract for which you specifically asked us to visit to carry out urgent repairs or maintenance. This exception does not cover any further services we supply during that visit, or any goods other than the replacement parts needed for the repair or maintenance;
• a contract for goods that are made to your specifications or are clearly personalised;
• a contract that includes goods, once those goods have, by their nature, become inseparably mixed with other items after delivery.

6.13 Your right to cancel may also end once the work has been completed, as explained in clause 6.9.

7. Materials, parts and deposits

7.1 Materials and parts are not included unless your quote, or the price we agreed with you, says that they are. You may supply parts or materials yourself.

7.2 We are under a legal duty to supply goods and materials that conform to the contract.

7.3 If you supply parts or materials yourself, we are not responsible for faults in them, unless we should reasonably have noticed the fault, or that the part or material was unsuitable, before fitting it. If we told you which part or material to buy, we are responsible if it is not suitable for the job. In every case, we remain responsible for fitting parts and materials with reasonable care and skill.

7.4 If we consider that a part or material you have supplied is unsuitable or unsafe, we will tell you and we may decline to fit it. If the job cannot be completed as a result, we will discuss with you how to proceed, and any additional cost will be agreed with you before it is incurred.

7.5 Some quotes require a deposit towards the cost of materials. Where a quote includes a deposit, we will send you an invoice for the deposit when you accept the quote, and we will order the materials once the deposit has been paid. The deposit will be deducted from the final invoice for the job. If you cancel the contract under section 6, the deposit is refunded as explained in that section.

8. Appointments

8.1 Once a job has been agreed, we will agree a date and time with you for the work, and we will tell you who will be attending. We usually send a reminder by text message the evening before the appointment.

8.2 If you need to rearrange an appointment, please contact us by phone or WhatsApp as early as you can.

8.3 If we are delayed or prevented from attending by something outside our reasonable control, we will contact you as soon as we reasonably can to let you know and to arrange a new time. If there is a risk of substantial delay, you may contact us to end the contract, and we will refund any amount you have paid for work that has not been carried out and for materials you have not received.

9. Access and safety

9.1 So that we can carry out the work safely, you agree to:

• give us access to your property, and to the area where we will be working, at the agreed time;
• provide a safe working area, with enough clear space for us to carry out the work;
• provide access to water and electricity where the work needs them;
• tell us before work starts about any hazards you know of, such as asbestos, or hidden pipes or cables;
• keep children and pets away from the working area while we are working.

9.2 If you are not the owner of the property, you are responsible for obtaining any permission that the owner, landlord or managing agent requires before the work is carried out.

9.3 If we find a hazard, or reasonably believe that it would be unsafe to start or continue the work, we may stop work. We will explain why, and we will discuss with you what needs to happen before the work can continue.

10. Carrying out the work

10.1 We will carry out the work with reasonable care and skill.

10.2 Our price is based on what we can see and on what you have told us, including any photographs you have sent. Some problems cannot be seen until the work starts, for example what lies behind a wall, a floor or a panel.

10.3 If, before or during the work, it becomes clear that the job needs more work than the agreed price covers, or a further visit, we will explain what is needed and what it will cost before we carry on. We will only carry out the additional work if you agree to it, and you do not have to pay for additional work that you have not agreed to.

10.4 We are not responsible for faults in your property, or in its fixtures and fittings, that existed before we started work and that our work did not cause or make worse, other than the faults we have agreed to put right. If we notice such a fault while we are working, we will tell you.

11. Payment

11.1 Payment is due when the work is completed, unless the invoice shows a later date for payment or we have agreed otherwise with you. We will send you an invoice by email.

11.2 You can pay by card, using our card machine or a card payment link, by bank transfer, or in cash. Card payments are processed by Stripe, and we do not see or store your full card details.

11.3 Where a deposit applies, it is payable as set out in clause 7.5.

11.4 If you believe that an invoice is wrong, please contact us as soon as you can so that we can look into it.

12. If you are not satisfied with our work

12.1 We are under a legal duty to carry out our work with reasonable care and skill. Anything we say or write to you about us or the work is also binding on us, if you take it into account when deciding to go ahead or when making a later decision about the work.

12.2 If you think our work falls short of this, please contact us using the details in clause 2.2. We may ask you to describe the problem, to send photographs, or to let us visit to look at the work.

12.3 If our work was not carried out with reasonable care and skill, you are entitled to require us to carry it out again, to the extent needed to put it right, at no extra cost to you. If we cannot put it right, or we do not do so within a reasonable time and without significant inconvenience to you, you are entitled to a reduction in the price, which may be a full refund.

12.4 If goods or materials we supply are faulty, are not as described, or are not fitted correctly, you have legal rights that may include a repair, a replacement, a price reduction or a refund.

12.5 We will pay any refund due to you under this section without undue delay, and in any event within 14 days beginning with the day on which we agree that you are entitled to it. We will use the same means of payment that you used, unless you expressly agree otherwise, and we will not charge you a fee for the refund.

13. Our responsibility for loss or damage

13.1 If we fail to comply with this contract, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking this contract or of our failing to use reasonable care and skill. We are not responsible for loss or damage that is not foreseeable. Loss or damage is foreseeable if it is obvious that it will happen, or if, at the time the contract was made, both we and you knew it might happen.

13.2 If we damage your property while carrying out the work because we failed to use reasonable care and skill, we will repair the damage or pay you the reasonable cost of repairing it, as we agree with you. This does not limit our responsibility under clause 13.1.

13.3 We do not exclude or limit our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of anyone working for us, for fraud or fraudulent misrepresentation, and for breach of your legal rights in relation to our services and any goods we supply.

13.4 If you use our services for any commercial or business purpose, we have no liability to you for any loss of profit, loss of business, business interruption or loss of business opportunity.

14. Photographs

14.1 We may take photographs of the work for our records of the job. We handle photographs, including any you send us, in line with our Privacy Policy.

14.2 We will ask for your permission before we use any photograph of your home, or of the work we carried out there, in our marketing, including on our website or on social media.

15. Complaints

15.1 If you are unhappy with anything we have done, please contact us first, using the details in clause 2.2, so that we have the opportunity to put it right. We aim to respond to complaints promptly.

15.2 When we give you our response to a complaint, we will also tell you about any alternative dispute resolution scheme, or other arrangement, that is available to you if you are not satisfied with our response.

15.3 You can get free, independent advice about your rights from Citizens Advice at citizensadvice.org.uk.

16. Your personal information

16.1 We use your personal information as set out in our Privacy Policy.

17. Changes to these terms

17.1 We may update these terms from time to time. The version of these terms that applies to a job is the version in force on the date the contract for that job was made.

18. Other important terms

18.1 This contract is between you and us. No other person has any right to enforce any of its terms.

18.2 If a court finds any part of these terms to be unlawful or unenforceable, the rest of these terms will continue in force.

18.3 If either of us delays in enforcing a term of this contract, that person may still enforce the term later.

19. Law and courts

19.1 These terms are governed by the law of England and Wales. You can bring legal proceedings in respect of our services in the courts of England and Wales. If you live in Scotland, you can bring legal proceedings in either the Scottish or the English courts. If you live in Northern Ireland, you can bring legal proceedings in either the Northern Irish or the English courts.

Model cancellation form

Complete and return this form only if you wish to cancel your contract with us. You do not have to use it, because any clear statement that you have decided to cancel is enough (see section 6).

Last updated: 17 September 2026.