Terms And Conditions Of Business

 

Last updated: 01/01/2026

 

1. About ACE GROUP

1.1 These Terms and Conditions apply to all quotations, estimates, bookings, orders, contracts, services, works, materials and goods supplied by ACE GROUP (“ACE GROUP”, “we”, “us” or “our”).

1.2 Our trading address is:

ACE GROUP
Cedar Lawn
76 Wickham Road
Beckenham
Kent
BR3 6QH
United Kingdom

Email: info@ace-group.co.uk
Office: 0208 249 7885
Mobile: 07701 307 348
Website: ace-group.co.uk

1.3 Where ACE GROUP is operated under a legal name or entity different from its trading name, the relevant legal person or entity will be identified on the quotation, booking confirmation or invoice.

1.4 These Terms and Conditions are intended to govern the supply of services and associated goods. Separate website terms may apply to the use of our websites.

2. Definitions

In these Terms and Conditions:

2.1 “Business Customer” means any individual, company, partnership, landlord, managing agent, public body, charity or organisation purchasing services wholly or mainly for purposes relating to their trade, business, profession or commercial activities.

2.2 “Consumer” means an individual purchasing services wholly or mainly for purposes outside their trade, business, craft or profession.

2.3 “Customer” means the person, business or organisation entering into the Contract with ACE GROUP.

2.4 “Contract” means the agreement between ACE GROUP and the Customer comprising the accepted quotation or estimate, booking confirmation, agreed scope of works, authorised variations and these Terms and Conditions.

2.5 “Estimate” means an approximate indication of likely costs and is not a fixed-price commitment.

2.6 “Quotation” means our written offer to perform a defined scope of work for a stated price, subject to these Terms and Conditions and any qualifications contained in the quotation.

2.7 “Services” means the services, labour, works, professional assistance, goods and materials provided or arranged by ACE GROUP.

2.8 “Site” means the property, premises, land or location at which the Services are to be provided.

2.9 “Variation” means any addition, omission, alteration or change to the agreed Services, materials, design, specification, method, access arrangements or programme.

2.10 References to “writing” include email, text message and WhatsApp communications capable of being retained by the recipient.

3. Application and acceptance of these terms

3.1 These Terms and Conditions apply to every Contract unless ACE GROUP expressly agrees otherwise in writing.

3.2 The Customer will be treated as having accepted these Terms and Conditions when the Customer:

a. signs or accepts a quotation, estimate, order or booking confirmation;
b. confirms acceptance by email, text message, WhatsApp or telephone;
c. pays a deposit or other advance payment;
d. instructs ACE GROUP to purchase materials or commence preparatory work;
e. provides access to the Site for the Services to begin; or
f. otherwise instructs ACE GROUP to proceed.

3.3 The Customer must review the quotation, scope of works and these Terms and Conditions before accepting the Contract.

3.4 Where there is an inconsistency between contractual documents, the following order of precedence will apply:

a. an expressly agreed written Variation;
b. the accepted quotation or booking confirmation;
c. any service-specific written conditions;
d. these Terms and Conditions.

3.5 No employee, subcontractor or representative may vary these Terms and Conditions unless the Variation is confirmed or authorised by ACE GROUP.

3.6 A Customer’s own terms, purchase order conditions or procurement conditions will not apply unless expressly accepted by ACE GROUP in writing.

3.7 Nothing in these Terms and Conditions excludes or restricts any statutory right that cannot lawfully be excluded or restricted.

4. Quotations and estimates

4.1 Unless otherwise stated, a Quotation remains valid for 30 days from its date and may be withdrawn before acceptance.

4.2 Quotations are based on:

a. information supplied by the Customer;
b. conditions reasonably visible or discoverable at the time of inspection;
c. reasonable access to the Site;
d. work being carried out during normal working hours; and
e. the scope, quantities and specifications stated in the Quotation.

4.3 A Quotation is limited to the work expressly described. Work not expressly included is excluded and may be subject to an additional charge.

4.4 An Estimate is not a fixed price. Where work is undertaken on an estimated, hourly, daily or time-and-materials basis, the final charge will be calculated from the labour, materials, equipment, transport and other resources reasonably used.

4.5 Images, videos, measurements or descriptions supplied remotely may not reveal the full condition of the Site. ACE GROUP may revise the scope or price after attending the Site where the actual conditions differ materially from the information provided.

4.6 Unless expressly included, quotations exclude:

a. planning permission, building-control fees and professional reports;
b. structural calculations, surveys and testing;
c. parking, permits, tolls, congestion charges and clean-air-zone charges;
d. specialist access equipment, scaffolding and powered platforms;
e. asbestos, hazardous-material or contamination surveys and removal;
f. utility-provider charges;
g. unforeseen remedial work;
h. waste disposal beyond the amount expressly stated; and
i. work by third-party specialists.

4.7 VAT will be charged only where legally applicable and will be shown on the relevant quotation or invoice.

4.8 Any obvious clerical, typographical or arithmetical error in a quotation or invoice may be corrected.

5. Scope of works and variations

5.1 ACE GROUP will provide the Services described in the accepted Quotation or booking confirmation.

5.2 The Customer must not assume that any work, preparation, finishing, making good, removal, supply or disposal is included unless expressly stated.

5.3 A Variation may become necessary because of:

a. a Customer request;
b. inaccurate or incomplete information;
c. concealed defects or deterioration;
d. unsafe conditions;
e. unsuitable existing workmanship or materials;
f. changes required by a manufacturer, regulator or competent authority;
g. unavailable or discontinued materials; or
h. circumstances that could not reasonably have been identified before work began.

5.4 ACE GROUP will, where reasonably practicable, describe the proposed Variation and obtain the Customer’s approval before carrying it out.

5.5 Written approval by email, text message or WhatsApp is sufficient authorisation for a Variation.

5.6 Where immediate action is reasonably necessary to prevent injury, serious property damage, water escape, electrical danger, security risk or further deterioration, ACE GROUP may take reasonable temporary steps to make the Site safe. The Customer will be responsible for the reasonable cost of such authorised or emergency work.

5.7 Additional work will be charged at the price agreed for the Variation or, where no price is agreed, at ACE GROUP’s applicable labour and material rates.

5.8 A Variation may affect the completion date, labour requirement and overall cost.

5.9 ACE GROUP is not required to carry out additional work until the price, payment arrangements and programme have been agreed.

6. Deposits and advance payments

6.1 ACE GROUP may require a deposit, booking payment, material payment or staged advance payment before reserving dates, ordering materials or commencing work.

6.2 Unless stated otherwise, deposits may be applied towards:

a. materials and goods;
b. design, administration and preparation;
c. specialist bookings;
d. reserved labour and diary capacity; and
e. other costs incurred in preparing to perform the Contract.

6.3 A deposit is not automatically refundable where the Customer cancels. However, ACE GROUP will not retain more than its reasonable losses and costs resulting directly from the cancellation, subject to any statutory cancellation rights.

6.4 Bespoke, personalised, specially ordered, cut-to-size or non-returnable goods may require full payment in advance.

6.5 ACE GROUP is not obliged to order materials or reserve a work date until cleared payment has been received.

7. Payment

7.1 Unless different payment terms are stated in writing:

a. small works, call-outs and cleaning services are payable immediately upon completion;
b. deposits and material payments are payable before ordering or commencement;
c. stage payments are payable when the relevant stage is reached; and
d. final balances are payable upon practical completion and presentation of the invoice.

7.2 Payment must be made in cleared funds using an accepted payment method.

7.3 The Customer must not withhold payment because of a minor defect, incomplete item or dispute that does not reasonably justify withholding the whole invoice. The undisputed amount must be paid when due.

7.4 Practical completion does not require every minor snagging item to have been completed, provided the work is substantially complete and capable of being used for its intended purpose.

7.5 Where an invoice is addressed to a landlord, managing agent, company or other third party at the Customer’s request, the original contracting Customer remains responsible for payment unless ACE GROUP expressly releases that Customer in writing.

7.6 Where two or more persons instruct ACE GROUP jointly, each person will be jointly and individually responsible for the full amount due, to the extent permitted by law.

7.7 ACE GROUP may suspend work, withhold delivery or postpone future attendance where:

a. a payment is overdue;
b. an agreed deposit or stage payment has not been made;
c. the Customer has exceeded an agreed credit limit; or
d. ACE GROUP reasonably believes the Customer may be unable or unwilling to pay.

7.8 Any suspension may extend the programme and result in reasonable demobilisation, storage, return-visit and remobilisation charges.

7.9 For Business Customers, ACE GROUP reserves the right to claim statutory interest, fixed compensation and reasonable recovery costs under the Late Payment of Commercial Debts (Interest) Act 1998.

7.10 For Consumers, ACE GROUP may claim reasonable interest, court fees and debt-recovery costs only where permitted by law.

7.11 The Customer is responsible for reasonable legal and recovery costs incurred by ACE GROUP in enforcing an undisputed overdue debt, insofar as those costs are lawfully recoverable.

8. Materials and goods

8.1 Materials will be of satisfactory quality and reasonably suitable for their stated purpose, subject to manufacturer specifications, tolerances and limitations.

8.2 Photographs, samples, brochures and digital images provide a general representation only. Natural and manufactured products may vary in:

a. colour;
b. grain;
c. pattern;
d. texture;
e. shade;
f. dimensions; and
g. batch appearance.

8.3 Exact matching with aged, weathered, discontinued or previously installed products cannot be guaranteed.

8.4 ACE GROUP may propose a reasonably equivalent substitute where a specified item is unavailable. A material change will not be made without the Customer’s approval.

8.5 Manufacturer warranties are subject to the manufacturer’s own conditions. ACE GROUP does not provide a separate manufacturer warranty but will pass on available warranty information where reasonably practicable.

8.6 Unfixed materials and goods supplied by ACE GROUP remain the property of ACE GROUP until paid for in full, to the extent legally possible.

8.7 Title to goods that have been permanently incorporated into the property will be governed by applicable law. ACE GROUP will not remove permanently fixed goods without lawful authority.

8.8 Materials purchased in full packs, minimum quantities or trade units may be charged in full even where the whole pack is not consumed.

8.9 Unless otherwise agreed:

a. unused customer-owned materials will be left at the Site;
b. insignificant offcuts, packaging, empty containers and waste may be removed or disposed of; and
c. ACE GROUP is not required to store unused materials after completion.

9. Customer-supplied materials and products

9.1 ACE GROUP may agree to install or use materials supplied by the Customer but is not obliged to do so.

9.2 The Customer is responsible for ensuring that customer-supplied products are:

a. suitable for the intended application;
b. correctly specified;
c. complete and undamaged;
d. available at the Site when required; and
e. accompanied by all necessary fittings and instructions.

9.3 ACE GROUP is not responsible for defects, shortages, incompatibility, delayed delivery or failure of customer-supplied goods unless caused by ACE GROUP’s failure to exercise reasonable care and skill.

9.4 Additional time caused by defective, incomplete, unsuitable or difficult-to-install customer-supplied goods may be charged.

9.5 ACE GROUP does not provide a warranty for customer-supplied goods.

10. Access and Customer responsibilities

10.1 The Customer must provide safe, timely and uninterrupted access to the Site.

10.2 The Customer must ensure that:

a. an authorised adult is present where required;
b. keys, access codes and permits are available;
c. working areas are reasonably cleared;
d. fragile, valuable or irreplaceable items are removed or protected;
e. children, pets, tenants, employees and visitors are kept safely away from working areas;
f. reasonable water, electricity, lighting and welfare facilities are available where required; and
g. parking arrangements and restrictions are disclosed in advance.

10.3 Unless agreed otherwise, ACE GROUP may charge reasonable parking, permit, toll, congestion-zone and clean-air-zone costs incurred in performing the Services.

10.4 The Customer must inform ACE GROUP before work begins of:

a. known asbestos or hazardous materials;
b. unsafe wiring, plumbing or structures;
c. concealed pipes, cables, heating systems or alarms;
d. previous water, fire, chemical or pest damage;
e. listed-building, leasehold or conservation restrictions;
f. relevant planning, freeholder or landlord requirements; and
g. any other unusual hazard or restriction.

10.5 The Customer warrants that they own the Site or possess sufficient authority from the owner, landlord, tenant, freeholder, managing agent or other relevant person to instruct the Services.

10.6 Unless expressly included, the Customer is responsible for obtaining:

a. planning permission;
b. listed-building consent;
c. building-control approval;
d. freeholder or landlord consent;
e. party-wall agreements;
f. parking suspensions; and
g. any other approval required for the work.

10.7 ACE GROUP may rely on information supplied by the Customer and will not be responsible for loss caused by materially inaccurate, incomplete or misleading information.

11. Failed access, aborted visits and waiting time

11.1 ACE GROUP may charge for a failed or aborted visit where:

a. access is unavailable;
b. the Customer or their representative is not present as agreed;
c. keys or access codes do not work;
d. the Site is unsafe or unsuitable;
e. essential services have been disconnected;
f. the working area has not been cleared as agreed; or
g. ACE GROUP is prevented from working by circumstances within the Customer’s control.

11.2 The charge may include reasonable travel, labour, waiting time, parking, materials, subcontractor costs and lost diary time.

11.3 ACE GROUP will take reasonable steps to minimise avoidable losses.

12. Hidden and pre-existing conditions

12.1 ACE GROUP is not responsible for defects or conditions that were hidden, concealed or not reasonably discoverable before work began.

12.2 Examples include:

a. rotten timber;
b. weak or blown plaster;
c. defective substrates;
d. corroded pipework;
e. unsafe wiring;
f. damp, mould or water ingress;
g. asbestos-containing materials;
h. pest infestation;
i. structural movement;
j. defective previous workmanship;
k. concealed services; and
l. inadequate foundations or drainage.

12.3 Opening, removing, cleaning or working on existing components may reveal or disturb pre-existing deterioration.

12.4 ACE GROUP will exercise reasonable care but will not be responsible for unavoidable damage caused by the condition of an existing item, surface or installation.

12.5 Work required to address hidden or pre-existing conditions will be treated as a Variation.

13. Health, safety and hazardous materials

13.1 ACE GROUP may stop or refuse work where it reasonably considers that conditions present a risk to health, safety, property or the environment.

13.2 ACE GROUP may require the Customer to arrange testing, isolation, specialist removal or other remedial action before work resumes.

13.3 ACE GROUP does not undertake asbestos work, hazardous-waste work or specialist remediation unless expressly agreed and legally authorised.

13.4 Time and costs incurred because of an undisclosed hazard may be charged to the Customer where reasonable.

13.5 The Customer must not interfere with barriers, warning notices, equipment or safety measures installed by ACE GROUP.

13.6 Abuse, threats, harassment, discrimination, violence or unsafe conduct towards ACE GROUP personnel or subcontractors may result in immediate suspension or termination of the Contract.

14. Working hours, dates and delays

14.1 Dates and times are estimates unless ACE GROUP expressly confirms in writing that time is of the essence.

14.2 ACE GROUP will use reasonable endeavours to attend and complete within the indicated period but cannot guarantee dates affected by:

a. weather;
b. traffic or transport disruption;
c. illness or staff absence;
d. material shortages or delivery delays;
e. utility interruption;
f. hidden defects;
g. additional works;
h. third-party delays;
i. regulatory requirements; or
j. events outside ACE GROUP’s reasonable control.

14.3 ACE GROUP will not be responsible for reasonable delay caused by such circumstances.

14.4 The Customer must not arrange dependent contractors, tenants, removals, deliveries or other commitments on the assumption that an estimated completion date is guaranteed.

14.5 ACE GROUP may work in stages or make more than one visit where reasonably necessary.

15. Subcontractors and specialists

15.1 ACE GROUP may use appropriately selected employees, subcontractors, consultants and specialist trades to perform all or part of the Services.

15.2 ACE GROUP remains responsible for the Services it has contracted to provide, subject to these Terms and Conditions.

15.3 Where the Customer enters into a separate contract directly with a third party, ACE GROUP is not responsible for that third party’s performance.

15.4 Regulated or specialist work will be undertaken only where included in the agreed scope and may require a separately qualified contractor.

16. Customer changes, suspension and cancellation

16.1 The Customer must notify ACE GROUP as soon as possible if they wish to change, postpone or cancel a booking.

16.2 Outside any statutory cancellation period, ACE GROUP may charge its reasonable direct losses resulting from cancellation or postponement, including:

a. non-returnable or restocking costs for materials;
b. work already performed;
c. design and administration work;
d. labour or subcontractors already committed;
e. plant or equipment hire;
f. transport and delivery costs; and
g. diary time that ACE GROUP cannot reasonably reallocate.

16.3 Any cancellation charge will be a reasonable assessment of ACE GROUP’s actual loss, and ACE GROUP will take reasonable steps to reduce that loss.

16.4 A Customer-requested postponement may be treated as a cancellation where the work cannot reasonably be rescheduled or where material, labour or subcontractor costs have already been committed.

16.5 A revised commencement date will be subject to availability.

17. Consumer cancellation rights

17.1 Where the Customer is a Consumer and the Contract is entered into entirely at a distance or away from ACE GROUP’s business premises, the Consumer may have a statutory right to cancel within 14 days beginning on the day after the Contract is made.

17.2 The right does not apply in every circumstance. Statutory exceptions may include certain urgent repair or maintenance work specifically requested by the Consumer and certain bespoke goods.

17.3 To cancel, the Consumer must send a clear cancellation statement to:

ACE GROUP
Cedar Lawn
76 Wickham Road
Beckenham
Kent
BR3 6QH

Email: info@ace-group.co.uk

17.4 The Consumer may use the model cancellation form at the end of these Terms, but is not required to do so.

17.5 Where the Consumer expressly asks ACE GROUP to begin Services during the 14-day cancellation period:

a. ACE GROUP may begin before the period expires;
b. if the Consumer later cancels before completion, the Consumer must pay a proportionate amount for Services supplied up to cancellation; and
c. once the Services have been fully performed, the Consumer may lose the right to cancel where the Consumer expressly requested early performance and acknowledged that the cancellation right would be lost following complete performance.

17.6 Statutory cancellation rights are separate from rights relating to defective or misdescribed work.

18. ACE GROUP’s right to suspend or terminate

18.1 ACE GROUP may suspend or terminate the Contract where the Customer:

a. fails to make payment when due;
b. materially breaches the Contract;
c. fails to provide safe or reasonable access;
d. provides materially inaccurate information;
e. instructs ACE GROUP to act unlawfully or unsafely;
f. interferes unreasonably with the work;
g. behaves abusively or threateningly; or
h. becomes insolvent or appears unable to meet payment obligations.

18.2 ACE GROUP will normally give the Customer a reasonable opportunity to remedy the breach unless the breach is serious, urgent or incapable of remedy.

18.3 On termination, the Customer must pay for Services performed, materials ordered, committed costs and reasonable losses caused by the termination.

19. Completion, inspection and snagging

19.1 The Customer should inspect the work as soon as reasonably practicable following completion.

19.2 Any concern should be reported promptly, with photographs where appropriate, to allow ACE GROUP to inspect the issue while evidence remains available.

19.3 As guidance, visible concerns should preferably be reported within seven days, but this does not remove or reduce any statutory right.

19.4 Minor shrinkage, settlement, drying marks, movement, cracking or adjustment may occur in certain materials following completion and does not automatically indicate defective workmanship.

19.5 Where ACE GROUP is responsible for a defect, the Customer must provide reasonable access and a reasonable opportunity for ACE GROUP to inspect and, where appropriate, repeat or remedy the relevant work.

19.6 The Customer should not instruct another contractor to alter or remedy the allegedly defective work before ACE GROUP has been given a reasonable opportunity to inspect and respond, except where urgent action is reasonably necessary to prevent injury or further substantial damage.

19.7 ACE GROUP is not responsible for additional cost caused by unnecessary or disproportionate remedial work commissioned without providing ACE GROUP a reasonable opportunity to inspect.

19.8 This clause does not restrict a Consumer’s statutory remedies.

20. Workmanship and outcomes

20.1 ACE GROUP will perform the Services with reasonable care and skill.

20.2 Unless a specific result is expressly guaranteed in writing, ACE GROUP does not guarantee that:

a. every stain, mark, odour or defect will be removed;
b. an old surface will appear new;
c. an existing installation will have an unlimited remaining life;
d. repairs will provide the same result as complete replacement;
e. exact colour or texture matching will be possible; or
f. underlying defects will not reappear.

20.3 Recommendations are based on the information and visible conditions available at the time.

20.4 Where the Customer rejects ACE GROUP’s recommendation, requests a temporary repair, chooses a lower-cost option or supplies unsuitable materials, ACE GROUP is not responsible for consequences arising from that decision, provided the risks were reasonably explained.

20.5 No separate workmanship guarantee applies unless expressly given in writing. This does not affect statutory rights.

21. Carpet and upholstery cleaning

21.1 Carpet and upholstery cleaning results depend on fibre type, construction, age, wear, previous treatments, contamination, stain chemistry and the condition of the item.

21.2 ACE GROUP cannot guarantee complete removal of:

a. pet urine or faecal contamination;
b. permanent colour loss or bleaching;
c. dye, ink, paint, rust or chemical marks;
d. filtration soiling;
e. deeply absorbed odours;
f. pre-existing shrinkage or delamination; or
g. stains previously treated with unsuitable chemicals.

21.3 Pet urine and chemical contamination may permanently alter the colour of a carpet or fabric. Sanitisation and deodorisation do not necessarily restore lost colour.

21.4 ACE GROUP will exercise reasonable care but is not responsible for pre-existing:

a. weak seams or backing;
b. loose fittings;
c. damaged pile;
d. colour instability;
e. sun fading;
f. wear; or
g. latent shrinkage risk.

21.5 Drying times are estimates and depend on ventilation, temperature, humidity, fibre type, contamination and the amount of moisture required.

21.6 The Customer must provide ventilation and heating as advised and must prevent people and pets from walking on damp surfaces where this may cause injury, resoiling or damage.

21.7 Furniture will only be moved where agreed and where ACE GROUP considers it safe. Heavy, fragile, valuable, wired or fully loaded items may be excluded.

22. Flooring, decorating and finishing work

22.1 Flooring and decorative finishes depend on the condition, moisture level, stability and suitability of the existing substrate.

22.2 Unless expressly included, quotations do not include extensive levelling, damp remediation, structural repairs or replacement of defective subfloors.

22.3 Additional preparation revealed after removal of existing coverings or finishes will be treated as a Variation.

22.4 Natural shade variation and differences between samples, batches and installed materials are not defects.

22.5 Exact paint, grout, sealant, flooring or timber colour matching cannot be guaranteed, particularly where existing materials are aged or discontinued.

22.6 Minor drying, settlement and movement cracks may occur because of the property’s construction, temperature or humidity and are not necessarily caused by defective workmanship.

22.7 Manufacturer requirements for acclimatisation, temperature, moisture and aftercare must be followed by the Customer.

23. Plumbing, electrical and general repair work

23.1 Repairs to older systems may expose deterioration in connected components.

23.2 ACE GROUP is not responsible for failure of an unrelated or pre-existing weak component unless the failure was caused by a lack of reasonable care and skill.

23.3 Isolation valves, stopcocks, wiring, fixings and other existing components may fail when operated because of age, corrosion, damage or previous workmanship.

23.4 Any necessary replacement or remedial work will be explained and treated as a Variation where practicable.

23.5 Temporary or emergency repairs are intended to reduce immediate risk and may require permanent follow-up work.

24. Landscaping and external work

24.1 External work is subject to weather, ground conditions, drainage, seasonal growth and access.

24.2 Completion and establishment times for planting, turf, seed and landscaping are estimates.

24.3 The Customer is responsible for watering, maintenance and aftercare after completion unless ongoing maintenance is included.

24.4 Plant survival cannot be guaranteed where loss results from weather, drought, frost, pests, disease, animals, inadequate aftercare or unsuitable site conditions.

24.5 The Customer must disclose known underground services, drainage, boundaries, rights of way and restrictions.

24.6 Permissions relating to protected trees, conservation areas, boundaries and third-party ownership remain the Customer’s responsibility unless expressly included.

25. Waste-clearance services

25.1 The Customer warrants that they own the waste or have authority to instruct its removal.

25.2 The Customer must accurately describe the type and approximate quantity of waste.

25.3 The quoted price may be revised where the volume, weight, access or waste type differs materially from the information supplied.

25.4 Unless expressly agreed, ACE GROUP will not remove:

a. asbestos;
b. clinical or biological waste;
c. chemicals or solvents;
d. gas cylinders;
e. fuel, oil or hazardous liquids;
f. explosives or ammunition;
g. contaminated soil;
h. refrigerators or specialist electrical items requiring separate processing; or
i. any waste requiring a licence, equipment or disposal route not included in the quotation.

25.5 The Customer is responsible for costs arising from hazardous or prohibited items concealed within general waste.

25.6 ACE GROUP may refuse any item that cannot lawfully or safely be transported.

26. Design, project support and 3D rendering

26.1 Unless expressly stated otherwise, drawings, layouts, visualisations and 3D renders are conceptual and illustrative.

26.2 They must not be treated as structural, architectural, construction, planning, building-control or measured survey drawings.

26.3 Colours, finishes, lighting, dimensions and proportions displayed digitally may differ from completed physical work.

26.4 The number of revisions included will be stated in the quotation. Additional revisions are chargeable.

26.5 The Customer is responsible for reviewing and approving designs before manufacture, ordering or construction.

26.6 ACE GROUP retains copyright and intellectual-property rights in its original drawings, renders, designs and documentation until full payment has been received.

26.7 Following full payment, the Customer receives a non-exclusive licence to use the deliverables for the project for which they were commissioned, unless otherwise agreed.

27. Photographs and records

27.1 ACE GROUP may take photographs, videos, measurements and notes for:

a. quotations;
b. condition records;
c. work-progress records;
d. health and safety;
e. quality control; and
f. resolving disputes.

27.2 ACE GROUP will not intentionally publish identifiable images of the Customer, their family, confidential documents or personal possessions for marketing without appropriate permission.

27.3 ACE GROUP may ask separately for permission to use anonymised project photographs for its portfolio, website or social media.

28. Liability

28.1 Nothing in these Terms and Conditions excludes or limits liability for:

a. death or personal injury caused by negligence;
b. fraud or fraudulent misrepresentation;
c. breach of statutory rights that cannot lawfully be excluded; or
d. any other liability that cannot legally be excluded or restricted.

28.2 ACE GROUP is responsible for foreseeable loss or damage caused by its breach of Contract or failure to exercise reasonable care and skill.

28.3 ACE GROUP is not responsible for loss caused by:

a. inaccurate or incomplete Customer information;
b. pre-existing or concealed defects;
c. Customer misuse or failure to follow instructions;
d. work altered by another person after completion;
e. customer-supplied materials;
f. normal wear and tear; or
g. circumstances outside ACE GROUP’s reasonable control.

28.4 ACE GROUP is not liable for purely commercial losses suffered by a Consumer, including loss of business, profit, revenue, contracts or opportunity.

28.5 For Business Customers only, and to the maximum extent permitted by law:

a. ACE GROUP will not be liable for indirect or consequential loss, loss of profit, loss of revenue, loss of production, loss of contracts, loss of goodwill or loss of anticipated savings; and
b. ACE GROUP’s total aggregate liability arising from the Contract will not exceed the total Contract price, except where such a limitation would be unlawful or unreasonable.

28.6 The Customer must take reasonable steps to minimise any loss or damage.

29. Events outside reasonable control

29.1 Neither party will be liable for failure or delay caused by an event outside its reasonable control.

29.2 Such events may include extreme weather, flood, fire, epidemic, government action, industrial dispute, transport disruption, utility failure, material shortage, import delay or serious illness.

29.3 ACE GROUP may suspend performance for the duration of the event and will notify the Customer where reasonably practicable.

29.4 If the event continues for an unreasonable period, either party may terminate the unperformed part of the Contract. The Customer must pay for Services performed and committed costs incurred before termination.

30. Complaints

30.1 Complaints should be submitted promptly to:

info@ace-group.co.uk

30.2 The complaint should include:

a. the Customer’s name and address;
b. the invoice or quotation number;
c. a clear description of the concern; and
d. photographs or other relevant evidence where available.

30.3 ACE GROUP will investigate complaints and make reasonable efforts to respond and resolve valid concerns promptly.

30.4 The Customer must provide reasonable access for inspection and remedial work.

30.5 Where a Consumer’s complaint remains unresolved, ACE GROUP will provide legally required information concerning any relevant alternative-dispute-resolution arrangement.

31. Data protection

31.1 ACE GROUP will process personal information for legitimate business purposes, including quotations, bookings, service delivery, invoicing, record keeping, safety, debt recovery and legal compliance.

31.2 Further information is contained in ACE GROUP’s Privacy Policy.

32. General provisions

32.1 The Customer may not transfer the Contract without ACE GROUP’s written consent.

32.2 ACE GROUP may assign or subcontract its rights and obligations provided this does not reduce a Consumer’s statutory rights.

32.3 No person other than the Customer and ACE GROUP has a right to enforce the Contract under the Contracts (Rights of Third Parties) Act 1999.

32.4 If any part of these Terms and Conditions is held to be invalid or unenforceable, the remaining provisions will continue in effect.

32.5 A delay in enforcing a contractual right is not a waiver of that right.

32.6 For Business Customers, the Contract constitutes the entire agreement relating to its subject matter. This does not exclude liability for fraud and does not apply so as to override information or representations that are legally binding in a Consumer contract.

32.7 Amendments to an existing Contract must be agreed in writing.

32.8 ACE GROUP may update its standard terms for future contracts. The terms applicable to an existing Contract will ordinarily be those supplied when that Contract was entered into.

33. Governing law and jurisdiction

33.1 These Terms and Conditions and the Contract are governed by the law of England and Wales.

33.2 The courts of England and Wales will have jurisdiction, subject to any mandatory right a Consumer may have to bring proceedings in another applicable jurisdiction.

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