Straight talk.No fine print.

These terms are long because building work has a lot of moving parts and we would rather write them down than argue about them later. Everything below is set out in full, but this is the shape of it.

• Your quote is a fixed price for the scope it describes. If we find something behind a wall that nobody could have seen, you get the cost in writing and a decision to make before anyone carries on.
• You pay in five stages against work that has already happened, except the first, which secures your dates and pays for materials up front.
• The last stage is not invoiced until every item on your handover snag list is closed.
• Start and finish dates are given in writing before we begin, and they only move for the reasons listed in section 12.
• Work completed on or after 1 September 2026 carries a 12-month workmanship guarantee. Manufacturer warranties on the products themselves run alongside it.
• We carry £10 million employers’ liability and £5 million public and products liability cover. Certificates go out before you commit, not after.
• Changes to the job are priced in writing before they are carried out. Nothing gets added to your bill that you have not agreed.
• Nothing here removes your statutory rights. If you are a consumer, the Consumer Rights Act 2015 sits over the top of all of it, and section 18 explains what that gives you.

If any of that is not what you expected, ask us before you sign rather than after. We answer questions about our own terms in plain language.

These terms govern the contract between PrimeCraft Surface Solutions Ltd(company number 16070669, registered at 167-169 Great Portland Street, 5th Floor, London W1W 5PF) and you, for any building work we carry out. In these terms “we”, “us” and “PrimeCraft” mean that company, and “you” means the person or organisation who engages us.

What makes up your contract

Your contract with us is made up of the following documents, and where they disagree with each other they take priority in this order:

• A signed Works Contract, where one has been issued for your project
• Your written quote or proposal, including its scope of works and any drawings or schedules attached to it
• Anything else we have agreed with you in writing, including by email
• These terms

So if your quote says something different from this page, your quote wins. If a signed Works Contract says something different from your quote, the Works Contract wins. Nothing said on site, on the phone or in passing changes the contract unless it is confirmed in writing.

Some words we use

• The Works — the building work described in your quote, which may include bathroom and kitchen fitting, flooring, carpentry and joinery, plastering, painting and decorating, tiling, surface restoration, heating work and full property renovation.
• The Site — the property, or the part of it, where the Works are carried out.
• Practical completion — the point at which the Works are finished and usable for their purpose, even if minor snagging items are still outstanding. Section 16 sets out how it is reached.
• A Variation — any change to the Works after the contract starts, whether that is something added, something taken out or something specified differently. Section 11 covers these.

Keeping this page honest

Everything on this page is written to match the standard Works Contract we issue. If you spot a difference between the two, tell us and we will correct it, and in the meantime the document that is better for you is the one that applies.

The law treats these two groups differently, and so do we. Which one you fall into changes some of what follows, so it is worth knowing which you are.

If you are a consumer

You are a consumer if you are engaging us for purposes wholly or mainly outside a business — the usual case for someone having their own home renovated. The Consumer Rights Act 2015 applies to your contract, along with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 where the contract was made at a distance or away from our business premises, which for a home visit it almost always is. Sections 18 and 20 explain what those give you. Nothing in these terms takes any of it away.

If you are a business client

You are a business client if you engage us as a company, a partnership, a landlord operating a property business, a developer, a managing agent, a main contractor or any other trading entity. The consumer legislation above does not apply to your contract. Instead the Unfair Contract Terms Act 1977 governs the limits on liability in section 19, and where the contract is a construction contract within the meaning of the Housing Grants, Construction and Regeneration Act 1996, the payment and adjudication provisions of that Act apply and override anything in these terms that is inconsistent with them.

For business clients we can work to your own contract, to a JCT form, or to ours. We will tell you plainly which one is in play before you instruct us. We are also content to be interviewed on health and safety, insurance and process before appointment, and to provide the documents in section 14 for that purpose.

Landlords, agents and works to let property

Where the work is to a property you let, you remain responsible for your own obligations to your tenants, including notice of works, access arrangements, and any consent required under the tenancy. We will work to the access windows you give us and record what we find, but we cannot give a tenant permission on your behalf.

The site visit

Quotes for anything beyond the very smallest job follow a site visit. The visit is free and carries no obligation. We measure, look at what is already there, ask what you want, and tell you on the spot if something you are asking for is going to be a problem. We do not price a bathroom or a kitchen from photographs alone, because the things that change the price — the state of the substrate, the run of the existing services, the floor level, the access — are not visible in a photograph.

A site visit is a survey for pricing. It is not a structural survey, a damp survey, an asbestos survey or a building condition report, and it should not be relied on as one.

Quotes and estimates are different things

• A quote is a fixed price for the scope described in it. Provided the scope does not change and nothing in section 04 below is triggered, the price does not change either.
• An estimate is our considered view of the likely cost where the scope cannot yet be pinned down. It is not fixed, and we will mark it clearly as an estimate.

We will always tell you which of the two you are holding. If a document from us does not say “estimate” on it, it is a quote and it is fixed.

What a quote includes

Your quote itemises labour and materials line by line, and states which of the three contract types in section 07 applies. Unless it says otherwise, a quote includes our labour, the site protection and waste removal described in section 15, and the materials specified in it. It does not include:

• Work needed because of something concealed that no reasonable inspection would have found — see below
• Structural design, engineering calculations or architectural drawings, unless separately listed
• Local authority, building control or party wall fees, unless separately listed
• Parking permits, suspensions and congestion or emission zone charges, unless separately listed
• Anything not written down in it

Hidden conditions

Older London property hides things. Rot behind a bath panel, a leak under a floor, wiring that does not meet current standards, a joist that has been notched into uselessness by someone else, asbestos in an artex ceiling, a wall that is not where the plan says it is. None of that is visible until the room is opened up.

If we find something like that, work in that area stops. We tell you what we have found, we price the extra in writing, and you decide before we carry on. We do not do the work first and hand you the bill afterwards. If you would rather have another contractor deal with it, that is your call and we will work around them.

If we find, or suspect, material containing asbestos, we stop work in that area immediately and neither disturb nor remove it. Removal is carried out by a licensed contractor engaged by you or, if you ask, arranged by us and charged as a Variation.

How long a quote is valid

Quotes are valid for 30 days from the date on them unless the quote says otherwise. After that we may need to re-price, because material prices and our own diary both move. We will not silently reprice an accepted quote.

A contract between us begins at the earliest of these three moments:

• You confirm acceptance of the quote in writing, by email, by signing it, or by signing a Works Contract we have issued
• You pay the first stage payment
• You let us start work

For anything of real size we will issue a Works Contract for signature rather than rely on an email. It says the same things as this page in more detail, and it names your specific scope, price, stage figures and dates.

We agree your start date in the same thread as the acceptance, and we confirm it in writing. Your first stage payment reserves that date in our programme; until it is paid the date is not held, because we cannot hold a slot for one customer while turning another away for it.

The price is the price

The contract price is the total sum payable for the Works as scoped. Nothing is added to it except:

• Variations you have agreed in writing under section 11
• Sums arising where access is not available and our team is standing idle, under section 09
• Interest and recovery costs on payments that are overdue, under section 08
• Anything else this page or your contract says expressly

VAT

PrimeCraft Surface Solutions Ltd is registered for VAT under number 529374465. Every price we publish on this website, and every price on your quote, includes VAT. The figure you agree is the figure you pay; VAT is not added to it afterwards.

Some building work qualifies for a reduced rate of VAT rather than the standard one. Where your job qualifies, we apply the lower rate and show it on your quote and your invoice. We do not promise a reduced rate before we have seen the property and the evidence for it, because whether one applies is a question of fact about your building, not something we can decide for you.

Provisional sums and prime cost allowances

Where you have not chosen a tile, a worktop or a sanitaryware range at the point of quoting, we include an allowance and mark it clearly as a provisional sum. If what you eventually choose costs more than the allowance, the difference is added; if it costs less, the difference comes off. Either way you see the arithmetic. An allowance is not a fixed price for that item, and we will not pretend it is one.

We price work in one of three ways, and which one applies is stated on your quote. The difference is who buys the materials, and that is what drives the payment schedule — a contract where we are funding the whole material order weights more of the money to the front than one where you are buying everything yourself.

The three contract types

• All-inclusive — we supply everything: labour, materials, fittings and fixtures, to the specification in your quote. One price, one point of responsibility.
• Labour and first fix — we supply the labour and the first-fix materials (the things that go in behind the wall and under the floor), and you buy the visible finishes and fittings.
• Labour only — we supply the labour and consumables, and you supply all materials.

The five stages

Every contract is paid in five stages. Four of the five fall due only once the work they cover has actually been done. The percentages that apply to your job are on your quote and in your Works Contract, and they are these:

The first stage is the exception to paying for work already done. It is payable on acceptance, before we mobilise, and depending on contract type it is between a quarter and half of the price. It reserves your slot in the programme and it pays for the material orders that have to be placed weeks before anyone arrives, which is the only way a job starts on the date it was promised.

When each payment falls due

Each stage payment falls due when the stage it covers is complete, and is payable within 24 hours of that point. We will tell you as a stage approaches completion so that the transfer is never a surprise and you have time to arrange it. Payment is not conditional on a separate invoice being issued, and stage payments are not deferred while snagging items are being closed out — see section 16.

If a stage payment is going to be difficult, tell us before it is due rather than after. A conversation in advance is nearly always workable. Silence is not.

The last 5% waits for the snag list

The final stage is not invoiced until every item on your handover snag list is closed. We hold it back ourselves. You do not have to withhold it, argue for it or chase us for the last few jobs, because the jobs nobody is being paid for are the ones that get left.

How to pay, and the one thing to watch

Payment is by bank transfer to the account named on your contract and invoices. That account is in the company’s own name.

Our bank details will never change. We will never email, text or message you to say our account has changed, and we will never ask you to pay a personal account or an account in any other name. If you receive any message that appears to do so, it is fraudulent, whoever it seems to come from. Do not pay it. Telephone us on the number on your contract — that number, not a number given in the message — and tell us. Construction payment redirection fraud is common and it is expensive, and this paragraph is the cheapest protection either of us has against it.

Interest on overdue sums

Sums not paid when due carry interest at 8% per annum above the Bank of England base rate, accruing daily from the due date until payment in full, together with our reasonable costs of recovering the debt. Where the Late Payment of Commercial Debts (Interest) Act 1998 applies — which it does on business contracts, not consumer ones — our rights and the fixed compensation under that Act apply in addition.

Withholding and deductions

If you are a business client and you intend to pay less than the sum due, you must tell us in writing at least 3 working days before the payment falls due, saying what the ground is, which specific item you are complaining about, and how the amount withheld has been calculated. The amount withheld may not exceed the reasonable cost of putting that item right.

If you are a consumer, your rights to withhold, deduct or set off are whatever the law gives you, and nothing on this page restricts them. We would still ask you to tell us before the payment is due rather than after, and to say which item you are unhappy with, because that is the only version of the conversation that ends with the thing being put right.

Suspension

If a payment is overdue we may suspend work on notice and leave site. Where we do, the programme extends by the period of the suspension plus a reasonable allowance for getting the trades back, and we are not responsible for delay caused by the suspension itself. We would much rather finish the job.

Materials on site

Materials delivered to site remain our property until they have been paid for. Until then, please do not move, use, sell or dispose of them. Our tools, plant and access equipment remain ours at all times and are not part of the property.

Almost every delay that is nobody’s fault comes from one of the items on this list. Getting them right before the first day on site is the single most useful thing you can do.

What we need

• Reasonable access to the property during agreed working hours, normally 8am to 5pm on weekdays. If access is by key, fob, code or a neighbour, we need that arranged before day one, not on the morning.
• Water, power and use of a toilet for the duration of the work.
• A clear working area. Furniture moved out, breakables and valuables removed, wardrobes emptied where they are coming out. If you would like us to do the clearing, we can price it.
• Any permission the work needs from someone who is not you: freeholder or managing agent consent, a lease licence for alterations, neighbour agreement, a party wall award, or landlord permission. Getting these is your responsibility, and they take longer than people expect.
• Parking, where the property does not have its own. In most London boroughs that means a visitor permit or a bay suspension, and it needs arranging in advance.
• Somewhere to put a skip, or agreement that waste goes out by van.

Pets, children and the rest of the house

A working site is not a safe place for either. Please keep pets and children out of the work areas while we are on site. We seal the work area off from the rest of the house wherever the layout allows it.

If we cannot get in

If we arrive and cannot work through something within your control — no access, no power, the room not cleared, a permission that has not come through — we will call you straight away and try to use the day rather than lose it. Where the day cannot be used, we may charge the standing time rate stated on your quote for the operatives who were scheduled, and the programme moves. We will tell you in writing within two working days of any day charged this way, so it never appears for the first time on a final invoice.

What we order

Materials are ordered to the specification on your quote. If a product has become unavailable or its lead time has moved out far enough to threaten your dates, we will propose a like-for-like alternative and get your approval in writing before ordering. We do not substitute silently.

Natural materials vary, and that is not a defect

Timber, stone, marble, terrazzo, clay tile and any hand-finished product varies in colour, veining, grain and shade between batches and within a batch. So do paint finishes between one lighting condition and another. This variation is a property of the material, not a fault in it, and it is not something a guarantee can cover. Where a job depends on a particular look, ask us for samples and sign them off before we order, and we will order the whole quantity from one batch wherever the supplier allows it.

Materials you supply

On labour-only and labour-and-first-fix contracts you are buying some or all of the materials. Where you do:

• They need to be on site, checked and correct before the day they are needed. A missing item stops a trade and moves the programme.
• Please open and inspect them on delivery. Damaged or wrong items found on the day of fitting cost a day.
• We are not responsible for the performance, suitability or failure of a product you chose and supplied, and our guarantee in section 17 covers our installation of it rather than the item itself.
• If something you have supplied is not fit to install — the wrong size, damaged, or not compliant — we will tell you rather than fit it.

Manufacturer warranties

Warranties on the products themselves — boilers, appliances, taps, sanitaryware, flooring — are given by their manufacturers and passed to you. We register them where registration is required and hand over the paperwork at completion. Those warranties usually run longer than our workmanship guarantee, and they are separate from it.

A Variation is any change to the Works after the contract starts. That includes adding something, taking something out, or specifying something differently — a wall light that was not on the plan, a different tile, a socket moved, an extra coat, a run of worktop extended.

How they are handled

Every Variation is priced in writing and agreed before it is carried out. Nothing is added to your bill that you have not seen and approved first. A Variation may also carry time as well as money, and where it does we will say so at the same time rather than later.

Variations are payable alongside the next scheduled stage payment unless we agree otherwise in writing.

Work taken out

If you remove something from the scope, the value of the work not done comes off, but bear in mind that materials already ordered or cut, and diary time already committed, may not be recoverable. We will tell you what an omission actually saves before you decide, rather than after.

Instructions on site

Please give variation instructions to your project manager, not to the trade doing the work. A tiler asked directly for “just one more row” has no way of knowing what it does to the sequence, the material order or the price. Everything routed through one person is how the price and the dates stay true.

You get a start date and a finish date in writing before anything comes off the wall, and the trades behind them are sequenced in the order that actually hits those dates. Long-lead items are ordered before the first day on site, because a finished kitchen waiting six weeks on a worktop is a diary failure rather than a building one.

What can move the finish date

The dates we give hold unless one of the following happens, and these are the only things that extend them:

• A Variation you have instructed under section 11
• A hidden condition of the kind described in section 04
• Access not being available, or a permission not being in place, under section 09
• A material you have supplied not being on site when it is needed, under section 10
• A supplier or manufacturer delay on a specified item that we ordered in reasonable time
• A statutory undertaker, building control or a third party you have engaged holding up the sequence
• Suspension for non-payment under section 08
• Exceptional weather affecting external work, or anything else genuinely outside our reasonable control under section 24

How you hear about it

If any of those happens, you hear it from us as soon as we know, in writing, with a revised date rather than a vague apology. If a delay is ours, we say so and we tell you what we are doing about it. The promise is not that nothing ever moves on a building site; it is that you are never the last person to find out, and that the reason is always one on this list.

Working hours

Normal working hours are 8am to 5pm on weekdays. Noisy work is kept within the hours permitted by the local authority for the borough you are in, and where a lease or a managing agent sets tighter hours, we work to those instead — please tell us at the quoting stage, because restricted hours change the programme and sometimes the price.

Some of what we do is notifiable work, which means it has to be certified by someone registered to certify it. We are straight about which parts of that we hold ourselves and which we bring in.

Electrical work

Notifiable electrical work is carried out by a qualified electrician registered with a Part P competent person scheme, and the certification is issued by that electrician under their own registration. You receive the electrical installation certificate or minor works certificate at handover.

Gas work

Gas work, including boiler installation, is carried out through our Gas Safe registered partner and certified under their own Gas Safe registration. PrimeCraft Surface Solutions Ltd does not itself hold Gas Safe registration and does not present itself as the certifying body.

Building regulations

Where the Works require a building notice, a full plans application or building control sign-off — structural alterations, some drainage work, certain window and insulation work — we will tell you at the quoting stage. Unless your quote says we are handling it, the application and the fee are yours. We will work to the inspector, arrange our sequence around inspections, and provide what they ask for from us.

Planning, listed buildings and conservation areas

Obtaining planning permission, listed building consent or conservation area consent is your responsibility unless your quote says otherwise. We will not knowingly carry out work that needs a consent you do not have. If you are in a conservation area or the building is listed, tell us before we quote, because it changes what can be specified.

What you get at handover

• Certificates for any notifiable element, issued by the registered specialist who carried it out
• Manufacturer warranties, instructions and registrations for the products installed
• The photographic record of concealed work described in section 15

The Construction (Design and Management) Regulations 2015 apply to every construction project in Great Britain, including domestic ones. They assign duties by role, and this section says which role we take and what falls to you.

Our role

On a project where we are the only contractor, we act as the contractor under CDM 2015 and carry out the duties that go with it: planning, managing and monitoring the work so it is carried out without risks to health or safety, preparing a construction phase plan proportionate to the job, and making sure everyone we bring on site has the skills, knowledge, training and experience for what they are asked to do. Where more than one contractor is involved and we are appointed to it, we can act as principal contractor.

Risk assessments and method statements

We prepare a risk assessment and, where the work warrants one, a method statement, before starting on site. They are held on site for the duration and are available to you, your surveyor or your managing agent on request. For commercial and managed-building work we will send them, together with our health and safety policy and our insurance certificates, before we start rather than waiting to be asked.

Your duties as client

Under CDM 2015 you have client duties, and on a domestic project those normally pass to us by operation of the regulations rather than burdening you. What we do need from you is the information: anything you know about the building that affects safety, including asbestos surveys or registers, previous structural work, buried or concealed services, and any restriction on access or hours. If a pre-construction information pack exists for the building, please send it.

On site

• Work areas are separated from the rest of the property where the layout allows it
• Waste is cleared as work proceeds rather than accumulating
• Power tools, hot works and access equipment are used by the people trained for them
• Incidents that are reportable under RIDDOR are reported, and we will tell you if one occurs on your job

Protection

Floors and the routes in and out are sheeted before the first tool comes out. Work areas are sealed from the rest of the house wherever the layout allows, so you can keep living in the rooms we are not in. We will tell you which parts of the house are out of use and for how long.

Waste

Waste generated by our work is removed and disposed of lawfully, and it goes at the end of each day rather than at the end of the job. Where a skip is used, its position and any permit needed is arranged under section 09. We do not remove waste that was already at the property before we arrived unless it is priced in.

Records of concealed work

Before anything is closed up, we photograph the concealed work — pipework, cabling, tanking, substrate preparation — and that record goes to you at handover. It is there so that in two years, when somebody needs to know what is behind that wall, the answer exists.

Cleaning

The work areas are left clean and usable at completion: dust removed, surfaces wiped, floors cleared, protection lifted. That is a builder’s clean, which is a different thing from a professional deep clean of the whole property. If you want the latter, we can arrange it and price it.

Practical completion

The Works reach practical completion when they are finished and the space is usable for its purpose, even if minor items remain to be adjusted. A bathroom you can use is practically complete even if a door handle still needs easing.

Snagging

We snag the job ourselves first and put things right before we ask you to walk round, because the job is finished when it is right, not when the van is loaded. Then we walk it with you and write down anything you want looked at. Snagging items are closed out promptly and at our cost where they are our workmanship.

Snagging works one way round only. We do not invoice the final stage until your handover snag list is closed (section 07), so you never have to withhold money to get the last items finished. Anything found after handover is covered by the guarantee in section 17 rather than by holding a payment. What that means in practice is that you are not chasing us for snags, because we are the ones still waiting to be paid for them.

Handover

At handover you receive the certificates, warranties and photographic record listed in section 13, and we go through how anything new works — the heating controls, the extractor, the isolation valves and where they are. If it would help, ask us to write down the stop-cock and consumer unit locations while we are still standing next to them.

What we guarantee

Work that reaches practical completion on or after 1 September 2026 carries a 12-month workmanship guarantee from the date of practical completion. If something within that period fails because of how we did it, we come back and put it right at our cost, including the labour and materials needed to do so.

For work completed before 1 September 2026, the guarantee period is the one stated in your own contract or quote, and that document continues to apply to your job. If you are unsure which applies to you, email us and we will tell you.

What it does not cover

The guarantee covers our workmanship. It does not cover:

• The products themselves, which carry their own manufacturer warranties as described in section 10 — a failed boiler part is a warranty claim on the boiler, not on our fitting of it
• Materials or items you supplied, or work carried out by someone else
• Pre-existing conditions in the property — movement, settlement, damp, or defects in a substrate we were asked to work over rather than replace
• Accidental damage, misuse, or alterations made by someone else after we left
• Fair wear and tear, and the normal ageing of finishes — sealant discolouring, grout in a wet area needing periodic maintenance, timber moving with humidity, paint marking
• Routine maintenance that any finished installation needs

How to make a claim

Email info@pssconstruction.co.uk with what has happened and a photograph. We will acknowledge within two working days, arrange to look at it, and tell you plainly whether it is a guarantee item. If it is not, we will explain why, and quote for putting it right if you would like us to.

This sits on top of your legal rights, not instead of them

The guarantee is something we give you voluntarily. It does not replace, reduce or limit your rights under the Consumer Rights Act 2015, which are set out in the next section and which last longer than twelve months.

If you are a consumer, the following are terms of your contract whether or not anybody writes them down, and nothing on this page or in any document we issue can take them away.

• We must perform the service with reasonable care and skill (section 49)
• Where a price has not been fixed, the price must be reasonable (section 51)
• Where a time has not been fixed, the work must be done within a reasonable time (section 52)
• Goods we supply and install must be of satisfactory quality, fit for purpose and as described (sections 9 to 11)
• Information we give you about the service, which you take into account, becomes a binding term of the contract (section 50)

If we fall short of the first of those, you can require us to perform the service again at our cost, and if that is impossible or not done within a reasonable time, you can claim a price reduction. Those remedies are yours in addition to the guarantee in section 17, and the time limit on bringing a claim in contract is six years, not twelve months.

The fifth point deserves a note, because it cuts our way as well as yours: it means what we tell you before you sign is part of the deal. That is why the numbers on this page are written to match the contract we ask you to sign, and why we would rather be long and accurate here than short and comfortable.

Our cover

We hold £10 million employers’ liabilitycover, as required by the Employers’ Liability (Compulsory Insurance) Act 1969, and £5 million public and products liability cover, each and every claim. Both are underwritten by Markel International. Because the public cover is written as public and products liability, a fitted product that fails is covered as well as the work itself.

Certificates for both go out with the quote on larger contracts, and on request at any time on any job — either way, before you commit to anything rather than after. A person sends them to a named requester; we do not leave signed certificates on the website as downloadable files, because a signed certificate is precisely the document somebody would need in order to pose as an insured contractor. Surveyors, managing agents and insurers asking as part of an approval process should say so and we will send the policy schedule as well.

Your own insurance

Please tell your buildings insurer that work is taking place. Many policies require notification for works over a certain value, and an unnotified policy can be affected. Our cover insures our liability; it is not a substitute for your buildings and contents insurance.

What we are responsible for

We are responsible for loss or damage caused by our negligence or breach of contract during the Works.

What we are not responsible for

• Loss that does not flow from what we did — lost income, alternative accommodation, or losses of a kind we could not reasonably have foreseen when the contract was made
• Damage caused by pre-existing defects in the property, including movement, damp and previous work by others
• Failure of materials, fittings or appliances supplied by you or by a third party
• Work carried out by contractors you have engaged directly, including where they work alongside us

Where you are a business client, our total liability arising out of the contract is limited to the contract price, except for the matters in the next paragraph. Where you are a consumer, that limit does not apply to you.

Nothing in these terms limits or excludes our liability for death or personal injury caused by negligence, for fraud or fraudulent misrepresentation, for breach of the terms implied by sections 9 to 11 and 49 of the Consumer Rights Act 2015, or for anything else that cannot lawfully be limited.

Your 14-day cancellation right

If you are a consumer and the contract was made away from our business premises or at a distance — which covers a quote agreed at your kitchen table or by email — you have a statutory right to cancel within 14 days of entering into it, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. You do not have to give a reason. Email us and the cancellation takes effect from the moment you send it.

If you have expressly asked us to begin work within those 14 days and you then cancel, you remain liable for the value of what has actually been supplied up to the point you told us, calculated proportionately against the contract price. Beyond that you owe nothing, and we will refund the balance of anything you have paid within 14 days.

Cancelling after that

After the statutory period, or where it does not apply, cancellation charges are limited to what we have actually lost:

• The cost of materials already ordered or purchased for your job, which we will hand over to you
• Labour already carried out, at the quoted rate
• A fair contribution to booked time we cannot re-fill at short notice, capped at 10% of the remaining contract value

If we have to stop

We may end the contract if you materially breach it — non-payment after notice, refusing safe access, or requiring us to do something unsafe or unlawful — and have not put it right within 14 days of us asking in writing. If we do, you pay for the work done to that point and nothing more by way of penalty.

We may also decline to continue where continuing would require us to work in a way that is unsafe, that breaches building regulations, or that we have advised against in writing and you have instructed anyway.

Tell us first

If something is not right, tell us before you tell anyone else, and give us the chance to fix it. Email info@pssconstruction.co.uk with what has happened and any photographs. We acknowledge within 2 working days and aim to resolve within 14 days. If it is going to take longer than that, we will tell you why and give you a date.

A complaint goes to a director if it is not resolved at the first attempt. There is no queue and no ticketing system to get lost in.

Alternative dispute resolution

We are not currently a member of a certified Alternative Dispute Resolution provider under the Alternative Dispute Resolution for Consumer Disputes (Competent Authorities and Information) Regulations 2015. If a dispute cannot be resolved between us, you can escalate it through the courts of England and Wales, or seek guidance from Citizens Advice or your local Trading Standards service. We would consider mediation by agreement in an appropriate case.

Business clients

Where your contract is a construction contract under the Housing Grants, Construction and Regeneration Act 1996, either of us may refer a dispute to adjudication at any time under that Act.

The work in our portfolio

The projects shown in the gallery and elsewhere on this site were carried out by PrimeCraft Surface Solutions Ltd, or by the directors, managers and trades who now run it, working on projects both in London and abroad. It is the record of the team you would be hiring.

Photographs are not captioned with a customer’s address, and where we cannot state a location accurately we do not state one at all. If you want to know the detail of a particular project — what it involved, when it was done and who on the team ran it — ask us and we will tell you.

Photographs of your project

We photograph our work for two purposes: the record of concealed work described in section 15, which is for you, and our portfolio. We will ask you before any photograph of your project is published, and you can say no without it affecting anything else. Published photographs never carry your name, your address or anything identifying you or your household, and if you change your mind later, email us and we will take them down.

Some pages on this site show the names and logos of other companies under the heading “Management experience”. Those names and marks are the property of their respective owners. They are shown for one reason only: to describe the individual experience the people who manage your project bring to it, having held site and project roles on schemes delivered by those companies.

Other than The Bike Storage Company, which is a client of ours, the companies shown are not clients of PrimeCraft Surface Solutions Ltd. Their appearance implies no affiliation, partnership, sponsorship or endorsement, and nothing on this site should be read as a claim that PrimeCraft Surface Solutions Ltd has held a contract with them.

Our customer reviews are published on independent review platforms. This site does not display those platforms’ names or marks; every review shown here links straight to the profile it is published on, so you can read it at source, in full, rather than take our word for it. Those platforms’ names and marks remain the property of their owners.

If you own one of those marks and would prefer we did not display it, email info@pssconstruction.co.uk and we will remove it.

What we collect, why we hold it, how long we keep it and how to get it removed is set out in full in our privacy policy, which is written to the same standard as this page. In summary: we collect what we need to quote for your job and carry it out, we do not sell it to anyone, and you can ask us to delete it.

Quotes, contracts, certificates and the photographic record of concealed work are kept for six years after completion. That is the period in which a contract claim can be brought, and keeping the file protects both of us.

Things outside anyone’s control

Neither of us is in breach of contract for a failure caused by something genuinely outside our reasonable control — severe weather, fire, flood, an epidemic, industrial action, the failure of a utility or a statutory undertaker, or a government restriction. Where that happens the programme extends by a reasonable period, and if it makes the contract impossible to perform for more than eight weeks either of us may end it, with payment due only for work carried out.

Notices

Notices under the contract are given in writing by email to the address each of us has given the other, and take effect when sent during working hours. Please keep us updated if your email changes mid-project.

Subcontractors

We use specialist subcontractors for some trades — electrical, gas, plastering and stone among them. Where we do, they work under our management and we remain responsible to you for their work exactly as if we had done it ourselves. Your contract stays with us and you deal with one company throughout.

Assignment and third parties

You may not transfer your contract to somebody else without our written agreement, which we will not withhold unreasonably — if you sell the property mid-project, talk to us. Nobody who is not a party to the contract may enforce it under the Contracts (Rights of Third Parties) Act 1999.

If part of this is unenforceable

If any part of these terms turns out to be unenforceable, the rest carries on unaffected and the offending part is treated as if it were not there.

Changes to these terms

We may update this page. The version that applies to your job is the one in force on the date you accepted your quote, and we will send you a copy on request. Changes are never applied backwards to a contract already made.

These terms, and any contract formed under them, are governed by the law of England and Wales. Any dispute that is not resolved between us falls within the exclusive jurisdiction of the courts of England and Wales.

If you are a consumer resident elsewhere in the United Kingdom, you keep the benefit of any mandatory protection of the law where you live, and you may bring proceedings in your own courts.