Terms and Conditions

Version 1.1
Last updated: July 2026

These Terms and Conditions apply to quotations and decorating services supplied by Prime Decorators, operated by Darren Foster, of 17 The Burrell, Westcott, Dorking, Surrey, RH4 3PQ.

Email: darren@primedecorators.com

In these Terms and Conditions, “Prime Decorators”, “we”, “us” and “our” refer to Prime Decorators. “Customer”, “you” and “your” refer to the person accepting the quotation.

1. Quotations and Acceptance

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

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

A contract is formed when the customer accepts the quotation and these Terms and Conditions in writing, through the 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. If there is any difference between the quotation and these Terms and Conditions, the specific information written in the quotation will normally take priority.

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

2. Deposit and Booking

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

Dates remain provisional until the 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 caused by the cancellation.

These may include:

• Administration costs
• Materials ordered specifically for the job
• Non-returnable materials
• Reserved working time that cannot reasonably be replaced
• Other costs directly related to the booking

Any part of the deposit that exceeds Prime Decorators’ reasonable losses and costs will be returned to the customer.

Statutory cancellation rights are explained in Section 15.

3. Payment 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 or weekly payments may be required according to the progress of the work.

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

The customer must not unreasonably withhold payment for completed work. Any genuine concerns should be reported to Prime Decorators as soon as possible so they can be inspected and addressed.

4. Additional Work and Changes

The quotation only includes 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 in writing before the additional work is carried out.

Written approval may be provided through:

• The Prime Decorators website
• Email
• Text message
• WhatsApp
• 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.

Prime Decorators will not carry out chargeable additional work without first explaining the issue and obtaining the customer’s approval, except where immediate action is reasonably necessary to prevent damage or address a safety issue.

5. Previously Painted Surfaces and Woodwork

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

This applies to areas including:

• Stairs and bannisters
• Handrails
• Doors and door frames
• Skirting boards
• Windows and window frames
• Other painted woodwork
• Previously painted walls and ceilings

If existing paint begins to peel, flake or separate because of poor preparation, unsuitable products or defective work carried out previously, additional preparation may be required.

Prime Decorators will explain the issue to the customer and agree any additional work and cost before continuing with work outside the original quotation.

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

6. Exterior Windows, Frames and Window Sills

The condition of exterior windows, frames and window sills will be visually inspected when the quotation is prepared.

However, some defects may 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 sections of wood
• Failed previous repairs
• Water damage
• Cracks concealed beneath paint or filler
• Deterioration that was not visible during the initial inspection

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

The customer may choose to arrange for their own carpenter or another suitably qualified tradesperson to complete the necessary repairs.

Alternatively, Prime Decorators may recommend an appropriate repair, recommend a suitable tradesperson or arrange for the necessary repair work to be priced separately.

Where additional preparation, timber repair, replacement work, labour or materials are required, an additional charge may apply.

The proposed work and any additional cost will be explained and agreed with the customer in writing before the additional work is carried out.

Prime Decorators may pause work on the 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.

7. Cracks, Damaged Plaster and Hidden Defects

Normal filling and repair of minor cracks and splits will only be included where this is stated or reasonably allowed for within the quotation.

Blown plaster, loose plaster, damp, movement, extensive cracking, unstable surfaces or other hidden defects may not be visible before work begins.

If these conditions are discovered, Prime Decorators will discuss the available options with the customer.

Additional preparation, repair work, drying time or specialist work may result in an additional charge.

No additional charge will be made without the issue being explained and the proposed work being approved by the customer.

Prime Decorators is not responsible for underlying structural movement, damp, leaks or defective plasterwork that causes cracks, staining, peeling or other failures after the decorating work has been completed.

8. New 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 the new plaster has received its initial mist coat, defects may become more visible.

These may include:

• Poor finishing
• Uneven surfaces
• Excessive trowel marks
• Cracking
• Hollows or raised areas
• 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 the plaster is unsuitable for decorating, work may be paused until the plasterer or another appropriate contractor has rectified it.

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

9. Paint and Materials

Prime Decorators does not normally use old or previously opened paint left over from earlier projects.

The age, storage conditions, contamination and compatibility of old paint cannot always be confirmed and may result in poor coverage, adhesion or product failure.

If 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 surface
• Requires more coats than reasonably expected
• Is damaged, contaminated or out of date

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

Prime Decorators cannot accept responsibility for product failure caused by the quality, condition, age, compatibility or defects of materials supplied by the customer.

This does not affect Prime Decorators’ responsibility for the standard of its own workmanship.

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

10. Lead Paint and Older Coatings

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

Where Prime Decorators reasonably believes that lead may be present, appropriate testing or a different preparation method may be required before sanding or disturbing the surface.

If lead or another hazardous coating is identified, Prime Decorators will explain:

• The necessary safety measures
• Any alternative working methods
• Whether specialist assistance is required
• Any additional cost
• 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 with the customer before work continues.

11. Customer Responsibilities

Before Prime Decorators arrives, the customer must:

• Remove curtains and blinds from the working areas
• Remove small furniture from the working areas
• Remove personal belongings, ornaments and pictures
• Remove valuable, delicate or fragile items
• Provide reasonable access to all working areas
• Inform Prime Decorators about known defects, damp or leaks
• Inform Prime Decorators about known asbestos, lead paint or other hazards
• Keep children and pets safely away from working areas, equipment and materials
• Provide reasonable access to electricity and water where required
• Ensure the working areas are reasonably clear and ready for work to begin

Heavy furniture may be moved and covered by the Prime Decorators team where this has been discussed and agreed as part of the quotation.

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 was not identified beforehand.

Delays or additional work caused by the customer failing to prepare the working areas may result in an additional charge where reasonable.

Any additional charge will be explained to the customer.

12. Parking, Permits and Vehicle Access

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

Where reasonably available, the customer should provide access to a suitable parking space on the customer’s driveway, private land or other agreed area for the duration of the work.

The parking space must provide reasonable access for tools, equipment and materials to be unloaded and loaded.

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

Where the customer has agreed to arrange the parking permit or authorisation, it must be arranged and activated before Prime Decorators arrives.

The customer must ensure that any permit supplied or activated for Prime Decorators:

• Is valid for the correct vehicle or registration number
• Covers the correct dates
• Covers the required working hours
• Applies to the correct parking area, road or bay
• Has been correctly activated where a digital or virtual permit is used

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

Prime Decorators will provide details of these costs where requested.

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

However, where Prime Decorators receives a parking charge or penalty as a direct result of the customer:

• Failing to provide or activate a permit they had agreed to arrange
• Providing incorrect parking information
• Providing incorrect permit information
• Supplying a permit for the wrong vehicle
• Supplying a permit for the wrong date or location
• Withdrawing an agreed parking arrangement without informing Prime Decorators

Prime Decorators may ask the customer to reimburse the reasonable and evidenced cost incurred.

The customer will not be responsible for a parking charge caused by Prime Decorators failing to follow clearly displayed parking restrictions or parking somewhere that Prime Decorators knew, or reasonably should have known, was not permitted.

Any parking difficulties should be discussed before work begins so that suitable arrangements can be agreed.

13. Working Dates and Delays

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

Work may be delayed by circumstances outside Prime Decorators’ reasonable control, including:

• Unexpected problems with existing surfaces
• Hidden defects
• Additional work requested by the customer
• Drying or curing times
• Weather conditions affecting exterior work
• Delayed access to the property
• Parking or permit difficulties
• Material availability
• Work being carried out by other trades
• Defective or unfinished work carried out by other trades
• Illness or emergencies

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.

14. Completion 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 considered 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 timber
• Failure of an underlying coating
• Materials supplied by the customer
• Work carried out by another person or contractor
• Misuse, neglect or accidental damage after completion

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

15. Cancellation Rights

Where a contract is agreed online, by email, by telephone or at the customer’s home, the customer may have a statutory right to cancel the contract within 14 days without giving a reason.

The cancellation period will normally begin on the day after the contract is entered into.

To cancel, the customer must clearly inform Prime Decorators of their decision before the cancellation period expires.

Cancellation may be submitted by email or by using the cancellation form at the bottom of this page.

Where the customer asks Prime Decorators to begin work before the 14-day cancellation period has expired, the customer must make an express request for the work to begin early.

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 supplied or ordered
• Other reasonable costs directly related to the work

Where the service has been fully completed during the cancellation period following the customer’s express request and acknowledgement, the customer may lose their right to cancel once the service has been fully performed.

These statutory rights may not apply in every situation.

Nothing in these Terms and Conditions removes or restricts any cancellation or consumer rights provided by law.

16. Online Acceptance and Electronic Signatures

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

Entering their full name into the electronic signature field, ticking the required acceptance box and submitting the acceptance form confirms the customer’s intention to accept the quotation and enter into the agreement.

The submission may record information including:

• Customer’s full name
• Customer’s email address
• Job address
• Quotation number or reference
• Submission date and time
• Electronic signature
• The version of the Terms and Conditions accepted
• The wording of the acceptance boxes selected
• Technical information reasonably required to demonstrate the submission

A confirmation of the acceptance will be sent to Prime Decorators and, where possible, to the customer.

The customer should retain the confirmation email and a copy of the relevant quotation for their records.

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

17. Responsibility 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
• Any other liability that cannot legally be excluded

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

18. Governing 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.