Terms & Conditions

These terms apply to services provided by Norfolk Property Works Ltd, trading as Norfolk Property Works ("we", "us", "our"). We provide property maintenance, repairs and refurbishment across Norwich and Norfolk for homeowners, landlords, letting agents and property managers.

• Company name: Norfolk Property Works Ltd
• Registered in England and Wales, Company No. 17411698
• Registered office: 30B The Street, Norwich, NR8 5DB
• Email: info@norfolkpropertyworks.co.uk
• Phone: 01603 298865

Norfolk Property Works is not VAT registered, so no VAT is charged on our prices.

You can book a "Maintenance visit + first hour" online and pay by card. The price depends on the property's distance from our base at NR8 5DB:

Every maintenance visit includes:

• Travel to and attendance at the property
• Assessment and diagnosis of the issue
• Up to 1 hour of labour
• Basic fixings and consumables where appropriate

The amount you pay online covers the visit and the first hour of labour only. Any additional labour beyond the first hour, and any parts or materials used, are charged separately and invoiced after the visit.

After you book, we will contact you to arrange a convenient date and time for the visit. Your contract with us is formed when your online payment is completed. For properties over 35 miles away, please call us on 01603 298865 and we will agree a fair price before any visit is booked.

Card payments are processed securely by Stripe. We never see or store your full card details.

If you are a consumer and book our services online or otherwise at a distance, you normally have the right to cancel within 14 days after the day the contract is entered into, without giving any reason.

To cancel, you just need to tell us clearly that you wish to cancel before the 14-day period ends — for example by emailing info@norfolkpropertyworks.co.uk or calling 01603 298865. You can use our Model Cancellation Form if you wish, but using it is optional.

We will only start providing a service within the 14-day cancellation period if you expressly ask us to. Booking or paying online does not by itself count as a request to start early, and does not take away your right to cancel. We will ask you to confirm this request in writing (for example by email or a secure link).

If you expressly ask us to start within the cancellation period and then cancel after the service has started, you may have to pay a proportionate amount for the service supplied up to the time you tell us you are cancelling.

If the service is fully performed within the cancellation period after you have expressly requested this and acknowledged that you will lose your right to cancel once the service is complete, you will lose your right to cancel.

If you cancel under your statutory right, we will refund any amount due to you without undue delay and within the period required by law. Refunds are normally made using the same payment method you used to pay.

We do not charge administration fees or cancellation penalties.

We want to be flexible and fair. In addition to your statutory rights:

• We are happy to reschedule an appointment if you give us reasonable notice.
• If you cancel with reasonable notice, we will normally refund any amount you have paid for services that have not been supplied.
• We do not apply fixed late-cancellation penalties. Any amount payable for service already supplied will be reasonable and proportionate to the work actually carried out.

Nothing in this policy limits your statutory consumer rights.

Where additional parts or materials are needed, we will discuss them with you where practical and invoice them separately. Materials are charged at cost plus a reasonable handling margin.

If an item has to be specially ordered or made to your specification, we will discuss this with you before ordering it. Nothing in this section overrides your statutory rights.

Larger repairs, property turnarounds and refurbishment works are individually quoted, with a clear fixed price wherever practical. Travel may be included in the overall quoted price.

The validity period of a quote and the payment due date of an invoice will be stated on the relevant quote or invoice.

Where specialist or regulated work is required — such as gas work, electrical work, roofing or larger plastering works — it will be carried out by appropriately qualified and competent contractors, and we will manage that work as part of the overall job.

We will carry out our services with reasonable care and skill. If we fail to do so, we are responsible for loss or damage you suffer that is a foreseeable result of our failure.

We are not responsible for loss or damage that was not foreseeable, or for delays caused by events outside our reasonable control. We do not exclude or limit our liability where it would be unlawful to do so, including for death or personal injury caused by our negligence, or for fraud.

If you are unhappy with any aspect of our work, please contact us first by emailing info@norfolkpropertyworks.co.uk or calling 01603 298865, so we can look into it and try to put things right.

Nothing in these terms affects your statutory rights as a consumer.

The consumer cancellation rights described above apply to consumers. Business customers, such as letting agents, landlords acting in the course of business and property managers, may have separately agreed commercial or contractor terms, which will apply to their work.

These terms are governed by the law of England and Wales, and the courts of England and Wales will have jurisdiction. If you are a consumer living elsewhere in the United Kingdom, you keep the protection of any mandatory laws of the place where you live and may also bring proceedings there.