Terms of Business with Locally We Do… Ltd / Locally We Do…

SERVICE DELIVERY

Terms of the agreement:

In this agreement, Locally We Do…Ltd/ Locally We Do… - herein, the supplier engages with you, herein, the client, to perform the agreed task(s) exclusively under the terms set herein - these terms are also available on request.

The work the supplier or their personnel will perform in the allotted time is based on the conditions and size of the requirement. This will be detailed in Annex SPEC_1 below. 

COST

Please note our services are time based charged at either a per person per hour pay as you go basis, or in a 10-hour Support Package.

10-hour Support Packages are valid for up to 12 weeks from the date of purchase. Any Support Package unused time after 12 weeks will be forfeited unless agreed by LWD Directors prior to time running out

10-hour Support Packages are non-refundable.10-hour Support Packages will roll over in to new packages automatically on larger jobs or regular clients and a new package payment will automatically apply and will be due.

We will work on a specific task in the service area including any time spent toward the completion of the task which is also chargeable and included in the total hours deducted - i.e. shopping trips, waste disposal trips, etc.

Deductions of the total time per visit will be taken from Support Packages for each team member on site, over one large visit or a number of smaller visits until the full 10 hours have been used.

Payment will be due for the total time each member is on site at the end of each visit for Pay As You Go Clients.

Client hours chargeable will be rounded to the nearest 15-minute interval for the total duration of the job.

Staff breaks will be deducted from the client time charged.

Payment is required by Bank Transfer, cash or cheque.

Packages are on auto enrolment unless otherwise agreed prior to start of the job. i.e. - if a job goes over the 10 hours a new package will be due leaving the client remaining hours still to use.

Waste disposal is an additional charge, and will be charged according to any external costs or per car load depending on clients preference. To be agreed with client before work commences.

Specialist equipment hire charges and materials are an additional charge which is to be agreed with the client before work commences where possible.

First client booking

Package payments are payable in advance, prior to the first working day on site.

Package payment in the first instance will act as a booking deposit and will mean that the supplier & client have entered into the terms set in this agreement.

Pay as you go clients will be contacted with a mutually agreed start date, and once our staff have arrived the supplier and client have entered into the terms set in this agreement.

Job bookings are secured/confirmed upon receipt of the agreed deposit, including materials' costs. The balance MUST be paid as agreed or is due on completion/invoice.

No job assessment will be valid for more than 28 days unless specified and agreed.

Prices will change to account for inflation and other rises as deemed by Locally We Do... Ltd

**Please note all charges & costs referred to are inclusive of VAT where applicable.

Cooling off period

Under the terms of the Consumer Rights Act 2015, you have the right to cancel within 14 calendar days starting on the date you agree/sign the contract, during which time you may cancel the contract without paying a penalty. This is known as the 'cooling off period'. The law that governs the length of 'the cooling off' period is the Consumer Contract (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015. If you cancel the contract we will reimburse to you all payments received from you, including where applicable, any deposit paid to us. However, an exemption applies if you have specifically requested us to carry out urgent repairs or maintenance or start within the 14 days cooling off period. This exemption does not apply to other goods or other services provided at the same time, which themselves retain a cancellation right.

  

ESSENTIALS TO NOTE

The cost of materials and waste removal are extra and will be advised and charged separately. Including any time spent sourcing or collecting.

Any unforeseen issues and additionally instructed work will incur additional labour, materials and sourcing costs. A best estimate of these costs will be provided and agreed with the client before additional / issues works commence. 

Any delivery charges for goods or materials will be quoted and charged separately.

Any goods or materials purchased on behalf of the client(s) are covered by the manufacturers guarantees, to be of reasonable standards and fit for purpose. Any warranties/ guarantees are direct between client and manufacturer and are not guaranteed in anyway by LWD. Any problems, breakages or repairs will be dealt with between client and manufacturers direct.

Customer provided materials will not be used without prior agreement as these can impact the warranty through their quality. Chemicals provided must be approved before being used.

The supplier will attend and start work at the times agreed and on, or between the dates agreed but at mutual convenience. The client must communicate rearrangements and short-notice rescheduling as soon as these become known. Jobs started will be charged per person per hour, for the time on site, including any sourcing or collection of materials on the clients behalf, but staff breaks i.e lunch breaks will not be chargeable to the client.

The supplier will apply the operatives by way of skill level for the task required and cannot guarantee specific staff per client. Operatives maybe be different per visit dependent on staff availability. New starter or trainees will be allocated to jobs where applicable but will be teamed up with more experienced staff until trained to LWD standards. 

Operatives have specific health and safety training and specific role limitations set through policy. Clients must NOT and should NOT give direct and specific job execution instructions, supply tools, keys or draw job plans/method statements to supplier operatives. Client should specify the job required and allow the operative(s) to execute the task as to the best of their knowledge and abilities. Only LWD retains the right to control its operatives. All warranty will be void and client will be in breach of contract if this condition is disregarded, not met or is breached intentionally or recklessly.

STANDARD OF WORK PERFORMED

The work will be performed to reasonable standards

The client must not intervene during execution of the job with instructions and/or changes of any nature or supply any tools and/or equipment. Any such intervention will void any warranty and the above standard will not be applicable. The client can, at any time stop the execution of the job. The client must and should stop the execution of the job at the moment they realise something is wrong. This includes suspicion that the end-product will be compromised or health and safety breached.

QUALITY OF MATERIALS AND SUPPLIER RECOMMENDATIONS

Materials supplied will be UK or EU quality standard, sourced from local or national traders and are warranted as such. These will be sourced with input from client. No warranty given implies free labour to remove or exchange a faulty product, unless the fault is caused by LWD (operatives).

The supplier recommends any materials, tools and/or equipment used be of UK/EU standard, marked accordingly, where possible bearing the CE or BS equivalent marks. Where alternative equipment that bears said marks is available, this will be preferred. Supplier's recommendations are always limited to context and not instructions or mandatory in any way. Clients or others assume full responsibility for acting on recommendations.

GUARANTEE FOR WORK

Any work completed by the supplier is guaranteed only to the standard specified herein and until any activity is undertaken that affects the work in any way. In any case no warranty shall extend over more than 6 months from the date of job execution. subject to free assessment to determine cause of issue and not including wear & tear or client fault or negligence.

Electrical or other items installed will be covered by manufacturer's warranty and will benefit from a maximum of 2 hours free labour towards changing whilst under warranty.

Gardening and cleaning jobs are warranted on shorter duration depending on the specifics of the job. Clarification should be obtained from the supplier as to the warranty for each job.

Any warranty or damage caused during any phase of the LWD work will be covered up to the value paid for the job. LWD holds adequate Public and Employer's Liability to a minimum value of £1million.

Non-payment of FULL charge will invalidate ANY warranty. ALL jobs MUST be paid as requested/agreed, i.e. in advance. In any case jobs must be paid in FULL for any warranty to be activated.

No pay means no guarantee and no reparations!

 

REPARATIONS AND ENGAGEMENT OF GUARANTEE

The supplier will always intend to execute jobs above the standards set herein, but we are aware that, at times, issues may arise that can engage our warranty. In these cases, the client agrees to start by raising a complaint (verbally or in writing) within 72 hours of job completion. The client agrees to allow the supplier 48 hours to establish contact and engage in mediation BEFORE rectifying the issue by any other means. The supplier will make an initial remedial offer within a maximum of 72 hours.

The client will forfeit any warranty on any work done and/or relating to any claim or complaint where another supplier has been asked to, or performed any work BEFORE the supplier's initial remedial offer.

Irrespective of claim, the client agrees that reparations will be limited to the value of the individual job. 

SERVICE LEVEL AGREEMENT

SLA - A HIGHER LEVEL OF AGREEMENT - SPECIFIC REQUESTS OF THE CUSTOMER

On the eventuality that clients require a specific standard of work, guarantee, type of delivery or prefer to have a higher input in the execution of the job, the supplier can facilitate a specific agreement to suit. This agreement shall refer to the level of service and will be separate and different to the terms and conditions herein with the exception of the length of warranty. The supplier can be contacted for more details. 

HEALTH AND SAFETY

The client has the obligation to notify the supplier of any hazards, risks and/or dangers on the property and/or in its vicinity and that can affect the supplier of their personnel at any time. This can be before, during or after work, during access or egress or during brakes.

The client must turn off and isolate any and all sources of energy that can present danger, risk or hazard to supplier or their personnel and notify the supplier of these.

The client must ensure that themselves and/or any members of their household, friends, visitors and/or family as well as pets, keep reasonable distance from the work in progress and equipment. Access and egress must always be kept adequately clear.

The client must also notify the supplier of any dangers, hazards or risks the work activity may introduce due to specific conditions (i.e. electrical wires in the work area, holes, trenches, pits, chemicals, etc).

The client must agree that the supplier or their personnel can use all necessary equipment and number of staff, as the job requires. In any case, interruption of the job during performance is unacceptable unless in case of emergency.

The supplier must be allowed to inspect any location where work is to be carried out, the access and egress.

The supplier or their personnel will stop work and charge for their time if hazards, risks or dangers appear that have not been notified.

Any damage to equipment or accidents caused due to or where the client has retained information unreasonably, shall be the liability of the client.

TRAVEL TIMES

The execution of any job, work or contractual obligation is considered to start from when the supplier and/or their personnel pull up/arrive at the clients and stops once they have completed the tasks/jobs & their reports to the office. The travel time is not chargeable to a client unless prior agreement is made, or if an operative is heading to a destination to collect shopping or materials for that client on the way to that specific client and are collecting goods on the clients behalf, or in the event of cooperatives starting the journey to a client job which is then cancelled see cancellations and refunds.

CANCELLATIONS AND REFUNDS

Cancellations are allowed up to 48 hours prior to job execution. Any period of cancellation less than 48 hours will result in deduction of 1 hour from the time package or a charge of 1 hour. For jobs booked for more than 2 hours a 50% cancellation charge will apply if cancelled within 24 hours of execution. In some cases, LWD reserves the right to allow cancellations at short notice. Any cancellations will include charges for travel times as defined above. This does not apply during the 14-day cooling off period, providing the client has not agreed to wavier this right as needing earlier start date.

 


 

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