1Quotations and Acceptance

Every quotation is based on the information available and the visible condition of the property at the time the quotation is prepared.

The quotation will explain the work included, the agreed price and any payment arrangements that apply.

Unless otherwise stated in writing, quotations are valid for three months from the date shown on the quotation.

Availability, proposed start dates and seasonal exterior working periods cannot be guaranteed until the quotation has been accepted and any required deposit has been received.

A contract is formed when the customer accepts the quotation and these Terms and Conditions in writing, through the Prime Decorators online acceptance form or by another method agreed with Prime Decorators.

Payment of a deposit may also confirm acceptance where the quotation and these Terms and Conditions have been supplied to the customer before payment is made.

These Terms and Conditions should be read alongside the relevant quotation. Where a quotation contains specific information regarding the scope of work, deposit, staged payments, timescale or other project-specific arrangements which differs from these general Terms and Conditions, the information stated within the quotation will normally take priority.

Nothing in these Terms and Conditions affects the customer's statutory consumer rights.

2Deposits and Booking

A deposit of 20% of the quoted price is normally required to secure a booking unless a different deposit amount or percentage is clearly stated in the quotation.

For larger, longer or higher-value projects, Prime Decorators may request a different deposit, such as 25%, where this is clearly stated within the quotation before acceptance.

Proposed working dates remain provisional until the required deposit has been received and the quotation has been accepted.

Where a customer cancels after any applicable statutory cancellation period has expired, Prime Decorators may retain a fair and reasonable amount from the deposit to cover losses and costs directly caused by the cancellation.

These may include administration already undertaken, materials ordered specifically for the project, non-returnable or specially mixed materials, reserved working time that cannot reasonably be replaced and other reasonable costs directly related to the booking.

Any part of the deposit exceeding Prime Decorators' reasonable losses and costs will be returned to the customer.

Special arrangements applying to exterior work affected by prolonged adverse weather or unsuitable temperatures are explained in Section 20.

Statutory cancellation rights are explained in Section 15.

3Payment and Final Balance

Unless the quotation states otherwise, the remaining balance is due in full when the agreed work has been completed.

For larger or longer projects, staged, progress or weekly payments may be required according to the progress of the work.

Any staged payment arrangement will be clearly explained within the quotation or otherwise agreed with the customer in writing before work begins.

Invoices are payable in accordance with the payment terms shown on the relevant invoice.

The customer must not unreasonably withhold payment for work that has been properly completed. Any genuine concerns relating to the work should be reported to Prime Decorators as soon as reasonably possible so that they can be inspected and, where appropriate, addressed.

4Additional Work and Changes

The quotation includes only the work specifically described within it.

Any changes or additional work requested by the customer after the quotation has been finalised and accepted must be agreed before that additional work is carried out.

Written approval may be provided through the Prime Decorators website, email, text message, WhatsApp or a written and signed variation.

Where possible, Prime Decorators will provide the additional price, or explain how the additional price will be calculated, before the extra work begins.

Chargeable additional work will not normally be undertaken without first explaining the issue and obtaining the customer's approval. The exception is where immediate action is reasonably necessary to prevent damage or deal with an urgent safety issue.

5Previously Painted Surfaces and Woodwork

The condition of existing paintwork may not become apparent until preparation, scraping or sanding has started.

This may apply to stairs and bannisters, handrails, doors and door frames, skirting boards, windows and window frames, fascias and soffits, other painted timber and previously painted walls and ceilings.

Where existing paint peels, flakes or separates because of poor previous preparation, unsuitable products, moisture, age or defective previous work, additional preparation may be required.

Prime Decorators will explain the issue and agree any additional work and cost before undertaking work outside the original quotation.

Prime Decorators cannot guarantee the stability of underlying paint layers, previous repairs or decorating work that could not reasonably have been identified before preparation began.

6Exterior Windows, Frames and Window Sills

Exterior windows, frames and window sills are visually inspected when a quotation is prepared. Some defects may, however, be concealed beneath existing paint, filler or previous repairs and may only become apparent once preparation, sanding or removal of loose material has started.

Hidden defects may include rotten or decayed timber, loose or damaged wood, failed previous repairs, water damage, concealed cracks and deterioration hidden beneath paint or filler.

If an unforeseen defect is discovered, Prime Decorators will inform the customer as soon as reasonably possible and may provide photographs of the affected area.

The customer may choose to arrange their own carpenter or another suitably qualified tradesperson to complete necessary repairs. Alternatively, Prime Decorators may recommend an appropriate repair, suggest another tradesperson or arrange for repair work to be priced separately.

Where additional preparation, timber repairs, replacement work, labour or materials are required, an additional charge may apply. The proposed work and any additional cost will be explained and agreed before the additional work is carried out.

Prime Decorators may pause work on an affected window, frame or sill where it would be unsuitable or unsafe to continue until the necessary repairs have been completed.

Prime Decorators cannot guarantee the condition or future stability of timber, previous repairs or underlying surfaces that could not reasonably have been identified before preparation started.

7Wallpaper Stripping, Cracks, Damaged Plaster and Hidden Defects

Wallpaper stripping is normally undertaken on a daily-rate basis unless a fixed price for the stripping work has specifically been agreed in writing.

The amount of labour required to strip wallpaper cannot always be accurately assessed before work begins because the number, age, type and condition of existing wall coverings may not be known. There may be multiple layers of wallpaper, lining paper beneath decorative wallpaper, painted wallpaper, heavy or specialist wall coverings, multiple layers of adhesive, previous repairs concealed beneath coverings or areas which have been repeatedly papered over.

For this reason, the amount of time required to strip wallpaper from a room or property can vary considerably. Where wallpaper stripping is charged on a daily-rate basis, the applicable rate will be explained to the customer before work begins.

The condition of the walls and plaster beneath existing wallpaper cannot normally be confirmed until the coverings have been removed.

Once wallpaper has been stripped, previously hidden defects may become apparent, including loose or blown plaster, damaged or deteriorated plaster, cracks or movement, uneven surfaces, previous patch repairs, excessive adhesive residue, damp or staining, friable or unstable surfaces and walls unsuitable for direct painting or papering.

Wallpaper stripping does not automatically include extensive repair, lining, skimming, plastering or replastering of the underlying walls unless this has specifically been included within the original quotation.

Once the wallpaper has been removed, Prime Decorators will assess the exposed surfaces and discuss the most suitable way to proceed with the customer. Depending on the condition discovered, the recommended work may include filling and localised repairs, additional sanding and preparation, sealing or stabilising surfaces, lining paper, skimming, plastering or replastering or other appropriate remedial work.

Where additional work is required, Prime Decorators will explain the proposed work and provide an additional or revised quotation before that remedial work is undertaken.

Normal filling and repair of minor cracks and splits is included only where stated or reasonably allowed for within the original quotation. Blown plaster, loose plaster, damp, movement, extensive cracking, unstable surfaces and other hidden defects may not be visible before work begins.

No additional chargeable remedial work outside the agreed scope will be carried out without the customer's approval, except where immediate action is reasonably necessary to prevent damage or make an area safe.

Prime Decorators cannot accept responsibility for the pre-existing condition of plaster, walls, previous repairs or other surfaces which were concealed beneath wallpaper or existing finishes and could not reasonably have been inspected beforehand.

Prime Decorators is not responsible for underlying structural movement, damp, leaks or defective plasterwork that subsequently causes cracking, staining, peeling or other failures.

Nothing in this section affects Prime Decorators' responsibility for its own workmanship or the customer's statutory consumer rights.

8New Plaster

Where plastering has been arranged directly by the customer or completed by another contractor, Prime Decorators cannot guarantee the quality or suitability of that plasterwork.

Once new plaster has received its initial mist coat, defects can become more visible. These may include poor finishing, uneven surfaces, excessive trowel marks, cracking, hollows, raised areas and other surface imperfections.

Where additional preparation is required to achieve a suitable decorating finish, Prime Decorators will explain the issue and agree any additional work and charges with the customer.

If plaster is unsuitable for decoration, work may be paused until it has been properly rectified or has dried sufficiently.

Prime Decorators will not be responsible for delays caused by defective plasterwork or plaster that has not dried sufficiently.

9Paint and Materials

Prime Decorators does not normally use old or previously opened paint left from earlier projects. The age, storage conditions, contamination and compatibility of old paint cannot always be confirmed and it may result in poor coverage, adhesion or product failure.

Where the customer wishes to supply their own paint or materials, Prime Decorators will provide reasonable guidance regarding suitability and quality.

Additional labour or coats may be required where customer-supplied paint has poor coverage, is difficult to apply, is unsuitable for the intended surface, requires more coats than reasonably expected or is damaged, contaminated or out of date.

Any additional charge will be discussed with the customer before extra work is carried out.

Prime Decorators cannot accept responsibility for product failure caused by the condition, age, quality, compatibility or defects of materials supplied by the customer. This does not affect Prime Decorators' responsibility for the quality of its own workmanship.

Unless otherwise agreed in writing, unused materials purchased and supplied by Prime Decorators as part of the quotation remain the property of Prime Decorators.

10Lead Paint, Artex and Older Coatings

Older properties and previously painted or textured surfaces may contain lead-based paint, asbestos or other hazardous coatings.

Where Prime Decorators reasonably believes that lead or another hazardous coating may be present, appropriate testing or an alternative preparation method may be required before sanding or disturbing the surface.

Artex and similar textured ceiling coatings applied before 1984 may contain asbestos. Where proposed work would involve sanding, scraping, drilling, stripping, removal or otherwise disturbing a pre-1984 Artex or textured ceiling, Prime Decorators will require appropriate asbestos testing to be completed before that work begins.

Prime Decorators will not sand, scrape, drill into, strip or remove a suspected asbestos-containing Artex or textured coating until suitable test results confirm that the proposed work can safely proceed.

If asbestos is identified, any required removal or disturbance of the affected coating must be dealt with by an appropriately competent specialist asbestos contractor before Prime Decorators continues decorating work in that area. Testing, specialist asbestos work and associated costs are not included unless specifically agreed in writing.

If lead or another hazardous coating is identified, Prime Decorators will explain necessary safety measures, alternative working methods, whether specialist assistance may be required, any additional cost and any effect on the expected timescale.

Work may be paused where necessary to protect the customer, occupants, employees, contractors and other people at the property.

Any additional work or charges will be discussed and agreed before work continues.

11Customer Responsibilities

Before work begins, the customer must, where applicable, remove curtains and blinds from working areas, remove small furniture, personal belongings, ornaments and pictures, remove valuable or fragile items, provide reasonable access to all agreed working areas, inform Prime Decorators of known defects, damp, leaks, asbestos, lead paint or other hazards, keep children and pets safely away, provide reasonable access to electricity and water, ensure working areas are reasonably clear and arrange access through gardens, communal areas or other parts of the property where this is necessary.

Heavy furniture may be moved and covered by Prime Decorators where this has been discussed and agreed.

Prime Decorators will take reasonable care when moving agreed items but cannot be responsible for damage caused by fragile, defective or unsuitable furniture where the condition or risk could not reasonably have been identified beforehand.

Delays or additional work caused by the customer failing to prepare the working areas may result in a reasonable additional charge. Any such charge will be explained to the customer.

12Parking, Permits and Vehicle Access

The customer must provide Prime Decorators with suitable information regarding parking arrangements at the property before work begins.

Where reasonably available, the customer should provide access to a suitable driveway, private space or other agreed parking area to enable tools, equipment and materials to be unloaded and loaded.

Where a visitor permit, contractor permit, parking suspension or another form of parking authorisation is required, the customer must inform Prime Decorators before the agreed start date.

Where the customer has agreed to arrange a parking permit or authorisation, it must be arranged and activated before Prime Decorators arrives and be valid for the correct vehicle, dates, hours and location.

Unless otherwise included in the quotation, reasonable parking fees, permit costs, congestion charges or access charges incurred while completing the work may be added to the invoice.

Prime Decorators remains responsible for taking reasonable care to comply with clearly displayed parking restrictions and applicable parking rules.

Where Prime Decorators receives a parking charge as a direct result of incorrect or missing permit information supplied by the customer, Prime Decorators may ask the customer to reimburse the reasonable and evidenced cost directly caused by that failure.

The customer will not be responsible for a parking charge caused by Prime Decorators knowingly failing to comply with clearly displayed restrictions.

13Working Dates and Delays

Proposed start and completion dates are estimates unless expressly agreed as fixed dates in writing.

Work may be delayed by unexpected problems with existing surfaces, hidden defects, additional work requested by the customer, drying or curing times, weather conditions, unsuitable temperatures for exterior products, excessive moisture or damp surfaces, delayed access, parking or permit difficulties, material availability, work by other trades, defective or unfinished work carried out by other trades, illness, emergencies or circumstances otherwise outside Prime Decorators' reasonable control.

Prime Decorators will keep the customer informed of significant delays and will rearrange or continue the work as reasonably as possible.

Prime Decorators will not be responsible for delays caused by the customer, another contractor or circumstances outside Prime Decorators' reasonable control.

Specific arrangements applying to exterior work delayed by seasonal weather are explained in Section 20.

14Completion and Concerns

The customer should inspect the completed work and notify Prime Decorators of any concerns as soon as reasonably possible.

Prime Decorators must be given a reasonable opportunity to inspect and, where appropriate, correct any workmanship issue for which it is responsible.

Normal movement, settlement cracks, damp, water penetration, structural defects, failure of underlying surfaces and damage caused by other people or trades are not workmanship defects caused by Prime Decorators.

Prime Decorators is not responsible for damage or deterioration resulting from damp or water penetration, structural movement, defective plaster, defective or rotten timber, failure of an underlying coating, customer-supplied materials, work carried out by another contractor, misuse, neglect or accidental damage following completion.

Nothing in this section limits the customer's statutory consumer rights.

15Cancellation Rights

Where a contract is entered into online, by email, by telephone, at the customer's home or in another situation where statutory cancellation rights apply, the customer may have a legal right to cancel the contract within 14 days without giving a reason.

Whether a statutory cancellation right applies will depend upon how and where the contract was entered into.

Where the right applies to a service contract, the cancellation period will normally begin when the contract is entered into.

To cancel, the customer must clearly inform Prime Decorators of their decision before the applicable cancellation period expires. Cancellation may be given by email or another clear written statement.

Where the customer asks Prime Decorators to begin work before an applicable 14-day cancellation period has expired, the customer must expressly request that the service begins during that period.

If the customer subsequently cancels after work has started at their express request, Prime Decorators may charge a reasonable and proportionate amount for work completed up to the point of cancellation, materials already supplied, materials specifically ordered for the project and other reasonable costs directly related to work already undertaken.

Where the service has been fully completed during the cancellation period following the customer's express request, and the legal requirements for doing so have been met, the customer may lose their statutory right to cancel once the service has been fully performed.

Statutory cancellation rights do not apply in every situation. Nothing in these Terms and Conditions removes or restricts any cancellation or consumer rights provided by law.

16Online Acceptance and Electronic Signatures

The customer may accept a quotation and these Terms and Conditions electronically.

Entering a full name into an electronic signature field, selecting the required acceptance box and submitting an acceptance form confirms the customer's intention to accept the quotation and enter into the agreement.

The submission may record the customer's full name, email address, job address, quotation number or reference, submission date and time, electronic signature, version of the Terms and Conditions accepted, acceptance wording selected and technical information reasonably required to demonstrate the submission.

A confirmation of acceptance may be sent to Prime Decorators and, where possible, to the customer. The customer should retain the confirmation and a copy of the relevant quotation for their records.

Personal information collected through an acceptance form will be handled in accordance with the Prime Decorators Privacy Policy.

17Responsibility and Legal Rights

Prime Decorators will provide its decorating services with reasonable care and skill.

Nothing in these Terms and Conditions excludes or restricts liability where it would be unlawful to do so. This includes liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation or any other liability which cannot legally be excluded.

Nothing in these Terms and Conditions affects the customer's statutory rights under applicable consumer law.

18Governing Law

These Terms and Conditions and any agreement between Prime Decorators and the customer are governed by the laws of England and Wales.

The courts of England and Wales will have jurisdiction, subject to any rights the customer may have to bring proceedings elsewhere under applicable consumer law.

19Exterior Work Guarantees and Problem Areas

Any written guarantee provided by Prime Decorators for exterior decorating work will normally be issued after the agreed works have been completed.

Before a guarantee is issued, any problem areas identified during preparation or decoration must have been dealt with so far as is reasonably possible within the agreed scope of work.

If Prime Decorators identifies an underlying defect or problem area requiring separate remedial work before a surface is suitable for decoration, the customer will be informed and the available options will be explained.

Examples may include rotten timber, water penetration, damp, unstable masonry or render, structural movement, failing previous coatings or other underlying defects which cannot reasonably be corrected through ordinary decorating preparation.

Where appropriate, Prime Decorators may recommend that the customer arranges remedial work through another suitably qualified tradesperson before decoration continues.

If the customer chooses not to authorise recommended remedial work, or if an area cannot reasonably be made suitable for decoration within the agreed scope, Prime Decorators may exclude that particular area from an exterior guarantee, restrict the guarantee applying to that area or record the existing defect or limitation on the guarantee certificate.

Any excluded or restricted areas will be clearly identified on the written guarantee certificate supplied following completion.

A limitation relating to an underlying defect does not remove Prime Decorators' responsibility for the standard of its own workmanship elsewhere on the project.

Nothing in this section affects the customer's statutory consumer rights.

20Adverse Weather, Seasonal Exterior Work and Deposits

Exterior decorating depends upon suitable weather, temperature, moisture and surface conditions.

Prime Decorators will only undertake exterior work where conditions allow the relevant preparation and products to be used safely and to the required professional standard.

September and October are generally the final practical months of the year for exterior decorating work, although the actual seasonal cut-off will depend upon prevailing temperatures, rainfall, moisture levels, surface conditions and the products being used.

Following particularly hot, wet or otherwise unusual weather conditions, the available exterior working season may be shorter than originally expected.

Prime Decorators will not apply exterior products in conditions which it reasonably considers could compromise safety, adhesion, drying, curing, durability or the finished result merely in order to meet an estimated completion date.

If an exterior quotation has been accepted and a deposit has been paid, but prolonged adverse weather or unsuitable temperatures mean that the agreed work cannot reasonably be started or completed before winter conditions make continuation unsuitable, Prime Decorators will discuss the available options with the customer.

The customer may choose either to rearrange the outstanding exterior work for a mutually agreed date during the following suitable exterior season, with any unused part of the deposit carried forward and credited against the rearranged work, or to request a refund of the unused part of the deposit.

Where Prime Decorators has already completed part of the work or incurred reasonable costs specifically for the project, including materials already supplied or specially ordered, any reasonable deduction will be explained and itemised.

Prime Decorators will not retain an unused deposit merely because unsuitable weather prevented the outstanding work from proceeding where the customer was not responsible for the delay.

Any refund or amount carried forward will take account of work actually completed and reasonable project-specific costs already incurred.

Nothing within this section removes or restricts any statutory cancellation, refund or consumer rights.