Terms & Conditions | Eastend Maintenance

Terms & Conditions

Maintenance Agreements / Service Contacts:

It is hereby specified that the Maintenance/Service Agreements entered into between Eastend Maintenance and its clients are non-transferable and shall not be assigned or novated to any third party, including any subsequent owner or operator of the business. In the event of a change in management or ownership, the new entity shall be required to enter into a new agreement with Eastend Maintenance in accordance with our standard terms and conditions. Until such time as a new agreement is executed, our services shall remain suspended unless otherwise stipulated in an individual contract. It is noted that our standard agreements are drafted for a fixed term of 12 months, and early cancellation of the agreement may result in charges as per the terms and conditions outlined in the agreement. For any questions or inquiries regarding this notice, please contact your designated Contracts Liaison, as specified at the foot of your Service Agreement.

Call out Service:

Our emergency call-out service is primarily designed to provide a safe and swift response to facilitate the mitigation of potential hazards. However, it is important to note that we do not make any express or implied warranties regarding the scope of repairs that will be undertaken during the initial visit. Upon receipt of a call-out request, we aim to respond within a 4-6 hour period, with an overall wait time for initial engineer attendance capped at 24 hours. In cases where materials or subcontractors are required, our standard practice is to coordinate with the client prior to commencement of work, unless otherwise stipulated in a separate agreement. Following initial attendance, our team will promptly notify the client to discuss any necessary further steps and associated costs. Please be advised that our company shall not be liable for any damages to property during the course of our call-out services.

A minimum period of two (2) hours prior notice is required for any cancellation of services. Failure to provide such notice shall result in cancellation fees, as set forth below. Cancellation fees will be calculated at a rate of selected callout, and will be applied to the total amount invoiced. By accepting these terms, the Client acknowledges and agrees to this notice period and fee structure, and understands that any cancellation without sufficient notice shall be subject to the aforementioned penalties

Quoted Works:

Upon acceptance of a quote, our team will promptly confirm the booking and arrange for the commencement of work. It is essential to note that all quoted projects require a minimum deposit of 50% of the total agreed-upon price. In the event that a project is cancelled, a minimum notice period of fourteen (14) days must be provided. Please be advised that materials procured specifically for the project, which may not be returnable to suppliers due to their non-refundable nature, shall remain the property of Eastend Maintenance and shall be invoiced to the client.

Custom-made or bespoke pieces are strictly non-refundable and non-cancellable. Quotes are only valid for a period of thirty (30) days from issue, after which a new quote must be requested.

In the event that work has commenced and is subsequently suspended, additional charges may apply to account for any resulting delays in project completion. Notwithstanding this, Eastend Maintenance shall not be liable for any material defects or delays in project completion.

By virtue of our Terms and Conditions, Eastend Maintenance hereby notifies all clients, customers, and users of its services that it shall not be liable for any damages or losses sustained to property during the course of our works, except to the extent that such damages or losses occur within the specific areas or locations where our personnel are actively engaged in performance of their duties and responsibilities. Any claims or disputes arising from alleged property damage outside the scope of our work shall be subject to our standard dispute resolution procedures and may be addressed in accordance with applicable laws and regulations.

Subscription Services:

By default, all subscription services shall run for a period of 12 months, with automatic renewal at the end of the term unless cancelled by the customer. To terminate a subscription prior to the end of the renewal period, a minimum notice period of two months must be provided. To cancel a subscription, customers must notify us via email or phone at least two months prior to the renewal date. Please note that early termination may incur additional charges. Additionally, subscriptions are only eligible for use at a single address and may not be transferred or shared with multiple users.

Our esteemed subscription services are exclusively available to patrons residing within the geographical boundaries of the London area. It is hereby clarified that our premium plan subscriptions are subject to a call-out cap of two (2) call-outs per month, which shall serve as the maximum allowable frequency of service delivery for such subscribers.

Invoice payments:

All invoices are due and payable within the timeframe specified on the invoice. Any unpaid invoices shall incur a late payment fee of five percent (5%) per calendar day, commencing from the due date. Failure to make payment within a period of one (1) calendar month from the issue date may result in further legal action being taken, including but not limited to, the institution of proceedings for the recovery of the outstanding debt. For advice on payment arrangements or further guidance, please do not hesitate to contact our dedicated team at your earliest convenience.

General Liability: