Standard Terms and Conditions
Version date: June 2026
1. Definitions
1.1 "Contractor", "we", "us" or "our" means Smiles Electrical Solutions Ltd.
1.2 "Client", "customer", "you" or "your" means the person, business, company, organisation, landlord, tenant, agent or other party who requests, accepts, books, instructs or agrees to receive goods or services from us.
1.3 "Consumer" means an individual acting mainly for purposes outside their trade, business, craft or profession.
1.4 "Business Client" means a client acting for purposes relating to their trade, business, craft, profession, property portfolio or commercial activity.
1.5 "Contract" means the agreement between us and you for the supply of electrical services, goods, materials, call-out attendance, inspection, testing, remedial works or other agreed works.
1.6 "Quotation" means a fixed or estimated price provided by us in writing, including by email, message, PDF, letter or other written communication.
1.7 "Estimate" means an approximate indication of likely cost only and is not a fixed price unless confirmed by us in writing.
1.8 "Works" means the electrical works, services, testing, inspection, installation, repair, maintenance, call-out attendance, fault finding or other services to be carried out by us.
1.9 "Goods" or "materials" means any parts, accessories, equipment, cable, consumer units, protective devices, fittings, fixtures, components or other items supplied or installed by us.
1.10 "Site" means the property, premises, land or location where the works are to be carried out.
2. Basis of Contract
2.1 These Terms and Conditions apply to all works, services, call-outs, quotations, estimates, bookings and contracts provided by Smiles Electrical Solutions Ltd unless we agree otherwise in writing.
2.2 By accepting a quotation, instructing us to attend, allowing us to start work, confirming a booking, replying to a booking confirmation, or otherwise requesting our services, you agree to these Terms and Conditions.
2.3 These Terms and Conditions may be provided by PDF, email attachment, website link, printed copy, message link or other reasonable method.
2.4 If any special terms are agreed, they must be confirmed in writing. If there is any conflict between these Terms and Conditions and a specific written quotation or written agreement, the specific written quotation or agreement shall take priority.
2.5 Nothing in these Terms and Conditions affects your statutory rights where you are acting as a Consumer.
3. Quotations, Estimates and Acceptance
3.1 Quotations are valid for 30 days from the date of issue unless stated otherwise.
3.2 A quotation is based on the information available to us at the time and on visible, accessible and reasonably expected site conditions.
3.3 Unless stated otherwise, a quotation includes only the works specifically described in the quotation.
3.4 Any additional work, variation, hidden defect, unexpected difficulty, change requested by you, or requirement not included in the original quotation may result in additional charges.
3.5 Estimates are given as guidance only. The final cost may increase or decrease depending on the time, materials, access, site conditions and actual works required.
3.6 A contract is formed when you accept our quotation, confirm a booking, instruct us to proceed, request attendance, or allow us to begin work.
3.7 Acceptance may be given by email, text message, WhatsApp, telephone, written signature, verbal instruction, or by conduct, including allowing us access to begin the works.
4. Prices, Charges and Payment
4.1 The price payable shall be the price stated in the accepted quotation, estimate, booking confirmation, invoice, worksheet or other written agreement.
4.2 Where works are charged on an hourly, day-rate or call-out basis, you agree to pay for the time spent, materials supplied, parking, congestion charges, disposal charges and any other agreed or reasonably incurred costs.
4.3 Unless clearly stated otherwise, prices are exclusive of VAT. VAT will be charged where applicable.
4.4 We may require a deposit, staged payment or payment for materials before ordering materials or starting work.
4.5 Payment is due on completion of the works, on presentation of invoice, or by the payment date stated on the invoice or quotation.
4.6 For larger works, we may issue interim invoices or staged payment requests. These must be paid in accordance with the agreed payment schedule.
4.7 You may not withhold the whole invoice because of a minor issue. If there is a genuine dispute, you must pay any undisputed amount and notify us promptly of the disputed amount and reason.
4.8 For Business Clients, we reserve the right to charge statutory interest and reasonable debt recovery costs on overdue invoices in accordance with applicable late payment legislation.
4.9 For Consumers, we reserve the right to charge reasonable interest and recovery costs on overdue invoices, provided such charges are fair and proportionate.
4.10 We reserve the right to suspend further work, withhold certificates, withhold warranties, or postpone further attendance where payment is overdue, except where doing so would be unlawful or unsafe.
5. Materials, Goods and Ownership
5.1 All materials and goods supplied by us remain our property until paid for in full.
5.2 Risk in materials and goods passes to you once they are delivered to site or installed, unless caused by our negligence.
5.3 We may recover unpaid goods and materials where legally permitted.
5.4 Special-order, bespoke, non-standard or customer-specific materials may require payment in advance.
5.5 If you cancel after special-order materials have been ordered, you may be responsible for the cost of those materials where we cannot reasonably cancel, return or reuse them.
5.6 We are not responsible for defects, compatibility issues, warranty problems, missing parts, lack of instructions, poor quality, compliance issues or delays caused by materials supplied or purchased by you unless caused by our negligence.
5.7 If you ask us to install customer-supplied materials, we may refuse to install them if we consider them unsafe, unsuitable, non-compliant, poor quality, damaged, counterfeit or inappropriate for the intended use.
6. Access, Site Conditions and Client Responsibilities
6.1 You must provide safe, reasonable and timely access to the site during agreed working hours.
6.2 You must ensure that the work area is clear, accessible and safe where reasonably possible.
6.3 You must provide access to electricity, water, parking, welfare facilities and any necessary keys, codes, permits or permissions unless otherwise agreed.
6.4 You are responsible for obtaining any necessary permissions, consents, licences, landlord approvals, freeholder approvals, planning permissions, building control approvals or other approvals unless we expressly agree in writing to handle them.
6.5 You must inform us before work starts of any known hazards, asbestos, fragile surfaces, hidden services, structural issues, listed building status, access restrictions, parking restrictions, alarm systems, pets, vulnerable occupants or other relevant matters.
6.6 We are entitled to stop work or refuse to work where we believe the site is unsafe, unsuitable, inaccessible or presents an unreasonable risk.
7. Existing Installations, Hidden Defects and Additional Works
7.1 Electrical work often involves existing wiring, accessories, consumer units, protective devices, bonding, earthing arrangements and other parts of an installation that may not be fully visible before work starts.
7.2 Our quotation does not include correction of hidden defects, dangerous conditions, damaged cables, inadequate earthing or bonding, non-compliant previous work, inaccessible wiring, asbestos, structural issues, pest damage, water damage, poor workmanship by others, or other unexpected issues unless specifically stated.
7.3 If we discover unsafe, defective or non-compliant conditions, we will notify you where reasonably possible and advise on necessary remedial work.
7.4 Additional works required for safety, compliance, completion or proper operation may be charged separately.
7.5 We are not responsible for the condition of the existing installation unless the issue has been caused by our negligence or poor workmanship.
7.6 We may refuse to energise, connect, certify or leave operational any work or circuit we reasonably consider unsafe or non-compliant.
8. Standards, Workmanship and Certification
8.1 We will carry out the works with reasonable care and skill.
8.2 We will carry out electrical installation work in accordance with applicable regulations, standards, industry guidance and good working practice, so far as they apply to the agreed works.
8.3 Where required and applicable, electrical certificates, reports or notifications will be provided after completion of the relevant works and receipt of payment.
8.4 Certificates and reports relate only to the work, circuits, installation or inspection specifically covered by them.
8.5 An Electrical Installation Condition Report, inspection, test or fault-finding visit is not a guarantee that no hidden defects exist. It records the condition of the installation so far as can reasonably be inspected and tested at the time.
8.6 We are not responsible for faults, failures or defects arising after completion due to misuse, alteration by others, poor maintenance, water ingress, accidental damage, wear and tear, overloading, pests, customer-supplied materials, or defects in parts of the installation we did not work on.
9. Damage, Making Good and Decoration
9.1 Electrical work may require lifting floorboards, moving furniture, chasing walls, drilling, cutting, removing accessories, accessing lofts, working in cupboards or disturbing existing finishes.
9.2 Unless expressly included in the quotation, we do not include plastering, decorating, boxing-in, flooring repairs, carpentry, tiling, painting, making good, cleaning beyond reasonable work-area tidying, or repair of pre-existing damage.
9.3 We will take reasonable care when carrying out the works, but we are not responsible for unavoidable or reasonable disturbance to finishes, decor, flooring, furniture, surfaces or building fabric where such disturbance is necessary to carry out the agreed works.
9.4 You should remove or protect valuable, fragile or sensitive items before work begins.
10. Timescales and Delays
10.1 Any start date, completion date or duration given is an estimate unless expressly agreed in writing as a fixed date.
10.2 We will make reasonable efforts to attend and complete works within the agreed or estimated timescale.
10.3 We are not liable for delays caused by events outside our reasonable control, including but not limited to adverse weather, supplier delays, material shortages, illness, emergency works, access problems, unsafe conditions, hidden defects, third-party delays, utility provider delays, client changes, or circumstances discovered after work starts.
10.4 If delay occurs, we will discuss revised timescales with you as soon as reasonably possible.
11. Consumer Cancellation Rights
11.1 This section applies where you are acting as a Consumer.
11.2 Where the contract is made at a distance or away from our business premises, including by telephone, email, text message, WhatsApp, online communication, at your home, at your workplace or during a site visit, you may have a legal right to cancel the contract within 14 days without giving a reason.
11.3 The cancellation period usually ends 14 days after the day the contract is made for services.
11.4 To cancel, you must tell us clearly that you wish to cancel. You may do this by email, text message, WhatsApp, letter or other clear written communication.
11.5 You may use the cancellation form included with these Terms and Conditions, but you do not have to use that form.
12. Starting Work Within the 14-Day Cancellation Period
12.1 You may ask us to begin work before the 14-day cancellation period has ended.
12.2 If you request that we start work within the 14-day cancellation period, you agree that we may begin the works before that period ends.
12.3 If you cancel after we have started work, you may be required to pay for work carried out, time spent, goods and materials supplied, and materials specially ordered up to the point of cancellation.
12.4 If the works are completed in full following your express request for us to start within the 14-day cancellation period, you understand that you may lose the right to cancel.
12.5 For quotations or bookings due to start within 14 days, we may ask you to confirm your early-start request in writing before attending or starting work.
12.6 Suitable written confirmation may include replying by email, text message, WhatsApp, quote acceptance, signed acceptance, or other written instruction confirming that you want us to start within the cancellation period.
13. Urgent Repair and Maintenance Call-Outs
13.1 Where you specifically request urgent repair or maintenance work, including same-day or emergency attendance, you agree that we may attend and begin work immediately.
13.2 Examples may include loss of power, dangerous electrical faults, burning smells, tripping circuits, exposed live parts, failed essential circuits, urgent landlord repairs, unsafe accessories, water-related electrical concerns, or other urgent electrical safety or maintenance issues.
13.3 Where you have specifically requested urgent repair or maintenance attendance, your normal cancellation right may not apply to the urgent repair or maintenance work requested.
13.4 If, during an urgent call-out, you ask us to carry out additional non-urgent work or supply additional goods beyond what is necessary for the urgent repair or maintenance, separate cancellation rights may apply to that additional work or goods.
13.5 Call-out charges, investigation time, fault-finding time and agreed urgent works remain payable where we attend at your request.
14. Cancellation by the Client
14.1 If you cancel a booking, quotation or agreed works, you must notify us as soon as reasonably possible.
14.2 If you cancel before work has started and no materials have been ordered, no charge may be payable unless otherwise agreed, subject to any lawful cancellation rights.
14.3 If you cancel after work has started, you may be charged for labour, attendance, materials, special-order items, administration, loss reasonably incurred, and any work completed up to the point of cancellation.
14.4 If you cancel a scheduled appointment at short notice, we reserve the right to charge a reasonable cancellation fee or call-out charge where permitted by law and where we have incurred loss or reserved time for your job.
14.5 For Business Clients, cancellation charges may include loss of profit, labour allocation, restocking charges, supplier charges and other reasonable losses arising from cancellation.
15. Cancellation or Suspension by Us
15.1 We may cancel, suspend or postpone works where the site is unsafe, access is not provided, payment is overdue, required information is not provided, permissions are not in place, materials are unavailable, the existing installation is unsafe or unsuitable, you act unreasonably, abusively or unlawfully, or continuing would breach regulations, safety requirements or good working practice.
15.2 If we cancel for reasons within our control, you will not be charged for work not carried out.
15.3 If we cancel or suspend due to your breach, lack of access, non-payment, unsafe conditions or circumstances outside our control, you may remain liable for costs reasonably incurred.
16. Fault Finding and Investigation Work
16.1 Fault finding is charged for time spent unless a fixed price has been agreed in writing.
16.2 We cannot guarantee that every fault will be located or repaired within a particular time.
16.3 Some faults may be intermittent, concealed, inaccessible or caused by multiple issues.
16.4 Further investigation, access work, remedial work, replacement parts or return visits may be required and may be charged separately.
16.5 Fault-finding attendance and investigation time remain payable even if the fault cannot be found, cannot be repaired immediately, or further work is required.
17. Inspection, Testing and Reports
17.1 Electrical Installation Condition Reports, landlord certificates, inspection reports, testing, certification and written findings are based on the condition of the installation at the time of inspection and the limitations agreed.
17.2 Unless expressly agreed, inspections do not include dismantling concealed parts of the building, lifting floors, opening walls, destructive inspection, specialist access, or inspection of inaccessible areas.
17.3 Reports may identify observations, limitations, recommendations and remedial works required.
17.4 Any remedial works are not included unless specifically stated in the quotation.
17.5 We are not responsible for changes, deterioration, faults or damage occurring after the date of inspection.
18. Warranties and Defects
18.1 We provide a 12-month workmanship warranty from the date the relevant works are completed.
18.2 During the workmanship warranty period, we will remedy defects caused by our poor workmanship, provided the issue is reported to us within a reasonable time after it is discovered and we are given a reasonable opportunity to inspect and, where appropriate, put the issue right.
18.3 Manufacturer warranties apply to goods and materials supplied by us where available. The length and terms of any manufacturer warranty will depend on the relevant manufacturer or supplier.
18.4 Our workmanship warranty does not cover misuse or abuse, accidental damage, alteration or interference by others, customer-supplied or customer-purchased materials, existing installation defects, water ingress, damp, pest damage, overloading, lack of maintenance, normal wear and tear, damage caused by third parties, power surges, faults caused by other parts of the installation, or issues caused by parts of the installation not worked on by us.
18.5 You must give us a reasonable opportunity to inspect and, where appropriate, put right any alleged defect before instructing another contractor, unless there is an immediate safety risk or it would be unreasonable in the circumstances.
18.6 If another contractor alters, removes, repairs or interferes with our work before we have had a reasonable opportunity to inspect it, any workmanship warranty or responsibility may be affected.
18.7 This workmanship warranty is in addition to, and does not affect, any statutory rights you may have.
18.8 Where we install goods, fittings, accessories, equipment or materials supplied or purchased by the customer, our responsibility is limited to the workmanship of the installation only. We are not responsible for the quality, suitability, compliance, performance, warranty, missing parts, faults or failure of customer-supplied or customer-purchased items, unless the issue is caused by our poor workmanship.
19. Liability
19.1 Nothing in these Terms and Conditions excludes or limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any liability that cannot legally be excluded or limited.
19.2 We are not liable for loss or damage caused by inaccurate information supplied by you, existing defects, hidden faults, unsafe installations, third-party work, customer-supplied materials, lack of access, or matters outside our reasonable control.
19.3 We are not liable for indirect or consequential losses, including loss of profit, loss of business, loss of opportunity, loss of data, loss of rent, loss of use, business interruption or inconvenience, except where such exclusion is not permitted by law.
19.4 For Business Clients, our total liability shall not exceed the total price paid or payable for the relevant works giving rise to the claim, except where such limitation is not permitted by law.
19.5 For Consumers, our liability is not limited in a way that would be unfair or unlawful.
20. Insurance
20.1 We maintain appropriate business insurance for the type of electrical work we carry out.
20.2 Details of insurance can be provided on reasonable request.
21. Health and Safety
21.1 We will take reasonable steps to carry out work safely and in accordance with applicable health and safety requirements.
21.2 You must not enter unsafe work areas, interfere with tools, materials or temporary works, or allow children, pets or unauthorised persons into the work area.
21.3 We may stop work if we consider the site unsafe or if others on site create a risk.
22. Waste and Disposal
22.1 Unless included in the quotation, waste removal, disposal, skip hire, specialist waste handling or recycling charges are not included.
22.2 We may remove small amounts of ordinary electrical waste at our discretion.
22.3 Hazardous, specialist or excessive waste may be charged separately.
23. Parking, Congestion Charges and Access Costs
23.1 You are responsible for making suitable parking arrangements where reasonably possible.
23.2 Parking charges, permits, congestion charges, clean air zone charges, tolls or other access costs may be charged to you where incurred in connection with the works.
24. Photographs and Records
24.1 We may take photographs or videos of the installation, defects, test results, work areas or completed works for record keeping, certification, quality control, insurance, evidence, training or quotation purposes.
24.2 We will not publish identifying photographs of your property for marketing without your permission, unless identifying details are removed.
25. Data Protection and Privacy
25.1 We will use your personal information for purposes connected with enquiries, quotations, bookings, works, invoicing, certification, warranties, accounting, legal obligations and business administration.
25.2 We may share relevant information with certification bodies, scheme providers, building control, suppliers, subcontractors, accountants, insurers, legal advisers or debt recovery agents where reasonably necessary.
25.3 Further privacy information may be provided in our Privacy Policy.
26. Complaints and Disputes
26.1 If you are unhappy with any aspect of our work, you must notify us as soon as reasonably possible.
26.2 You must give us a reasonable opportunity to inspect the issue and, where appropriate, put it right.
26.3 We will aim to resolve complaints fairly, promptly and professionally.
26.4 If a dispute cannot be resolved directly, either party may seek independent advice, mediation, adjudication where applicable, or use the courts.
27. Notices and Communication
27.1 We may communicate with you by telephone, email, text message, WhatsApp, letter or other contact details you provide.
27.2 You must ensure that any contact details you provide are accurate and kept up to date.
27.3 Written communication includes email, text message and WhatsApp unless the law requires otherwise.
28. Force Majeure
28.1 We are not liable for failure or delay caused by events outside our reasonable control.
28.2 Such events may include extreme weather, illness, accident, fire, flood, supply chain disruption, utility failure, strikes, transport issues, acts of government, restrictions, emergencies, war, terrorism, epidemic, pandemic or other circumstances beyond reasonable control.
29. Severance
29.1 If any part of these Terms and Conditions is found to be invalid, unlawful or unenforceable, the remaining parts shall continue in force.
29.2 Any invalid or unenforceable term shall be treated as modified or removed only to the extent necessary.
30. Governing Law
30.1 These Terms and Conditions are governed by the laws of England and Wales.
30.2 The courts of England and Wales shall have jurisdiction, subject to any consumer rights that allow a Consumer to bring proceedings elsewhere within the United Kingdom where applicable.
Model Cancellation Form
Complete and return this form only if you wish to cancel the contract.
To: Smiles Electrical Solutions Ltd, Weston Road, Lichfield, Staffordshire, WS13 7EQ
Email: info@smiles-electrical.co.uk
I/We hereby give notice that I/we cancel my/our contract for the supply of the following service:
Description of works/services: ________________________________________________
Ordered on: ____________________
Name of customer: ________________________________________________
Address of customer: ________________________________________________
Signature of customer, if sent on paper: ____________________
Date: ____________________
Early Start Request
Where works are due to start within 14 days of accepting the quotation or booking, please confirm:
I request Smiles Electrical Solutions Ltd to begin the agreed works before the end of the 14-day cancellation period.
I understand that if I cancel after work has started, I may be charged for work carried out and materials supplied or specially ordered up to the point of cancellation.
I understand that if the works are completed in full following my request to start within the 14-day cancellation period, I may lose the right to cancel.
Name: ____________________ Address: ________________________________________________
Signature or written confirmation: ____________________ Date: ____________________
Urgent Repair or Maintenance Request
For urgent call-outs, please confirm:
I request Smiles Electrical Solutions Ltd to attend and begin urgent repair or maintenance work immediately.
I understand that where I have specifically requested urgent repair or maintenance work, the usual 14-day cancellation right may not apply to the urgent work requested.
Name: ____________________ Address: ________________________________________________
Signature or written confirmation: ____________________ Date: ____________________