Terms of service

“Works” means the maintenance, repair, inspection, certification or project work we agree to carry out. “Quotation” means a written statement of price and scope issued by us. “You” means the person or organisation instructing us, whether a private owner, landlord, managing agent or corporate customer.

We provide maintenance across ten trades, together with emergency response, planned maintenance and compliance work, in the London areas published on this site. Work is performed by our directly engaged operatives or, for specialist activities, by vetted partners working under our supervision and to our standards. We hold and maintain the registrations relevant to the work we carry out, including Gas Safe registration for gas work and appropriate certification for electrical and F-Gas work.

The rates published on this site are indicative and are confirmed by written quotation before work proceeds. Quotations remain open for acceptance for 30 days unless stated otherwise. A quotation covers the scope it describes; if the work reveals conditions that could not reasonably have been anticipated, we pause, explain the variation and proceed only with your written approval. Prices are stated exclusive of VAT unless expressly stated otherwise.

See our published trade rates for the indicative hourly figures, including evening, overnight and weekend bands.

Emergency call-outs are chargeable at the applicable call-out rate, which includes the first hour of attendance. Where an emergency requires immediate work to make a property safe, you authorise us to complete that make-safe work; any follow-on repair is quoted separately before it proceeds.

You are responsible for providing safe access to the property at the agreed time, including arranging tenant access where applicable. If we attend as arranged and cannot gain access, we may charge the applicable call-out rate. Attendance is always evidenced. Where keys are held by us or by an agent, we follow the documented key-handling procedure agreed at the outset.

We photograph the property and the work before, during and after an attendance, and file those images with the job record. They evidence what was found and what was done, and may be used to support a quotation, an invoice or a guarantee claim. We do not publish images of an identifiable property or its interior for marketing without the owner’s permission.

Invoices are payable within 14 days of issue unless different terms are agreed in writing on your account. Larger projects may be invoiced in agreed stages, including a deposit invoice before work begins. We may charge statutory interest and reasonable debt recovery costs on overdue amounts under the Late Payment of Commercial Debts (Interest) Act 1998 where it applies, and may suspend non-emergency work on accounts with overdue balances after giving notice.

Our workmanship is guaranteed for 12 months from completion of the relevant work, in addition to any manufacturer warranties on parts and equipment, and in addition to your statutory rights. If you believe work is defective, tell us promptly and give us a reasonable opportunity to inspect and remedy it. The guarantee does not cover fair wear and tear, misuse, damage by others, or defects arising from pre-existing conditions we identified and you chose not to address.

If you are a consumer and you engage us away from our business premises, including online or by telephone, you normally have a 14-day cooling-off period under the Consumer Contracts Regulations 2013. If you ask us to begin work within that period you may still cancel, but must pay for work already provided. Work already completed in an emergency at your request is not refundable under the cooling-off right. To cancel, write to hello@gemcontracts.co.uk.

We carry public liability insurance appropriate to our work and will provide evidence of cover on request. Nothing in these terms limits our liability for death or personal injury caused by our negligence, for fraud, or for any liability that cannot lawfully be limited. Subject to that, our total liability arising from any job is limited to the greater of the price paid for that job or the amount recoverable under our insurance, and we are not liable for loss of rent, loss of profit or other indirect losses, except where those losses result directly from our negligence or breach.

Complaints go first to the operations desk at hello@gemcontracts.co.uk or 020 7101 5020. We acknowledge complaints within one working day and aim to resolve them within ten. If you remain dissatisfied you may pursue any alternative dispute resolution scheme we participate in at the time, or the courts.

These terms, together with the applicable quotation, form the entire agreement between us for the relevant work. We may update them from time to time; the version in force when you instruct us applies to that instruction. If any provision is found unenforceable, the remainder continues in effect. These terms are governed by the law of England and Wales, and the courts of England and Wales have jurisdiction.

Questions about these terms: hello@gemcontracts.co.uk. See also our privacy policy and cookie policy.