Version 2.0 – effective 24 September 2026. Company number 15854725. Registered office: Fortress House, Benfleet, Essex, SS7 5HA.

These terms apply from instruction. Please read them carefully, in particular Parts D and F, which limit our liability.

Part A – Application, acceptance and quotations

A1. Who we are. “Shazam”, “we” and “us” mean Shazam Repairs Ltd, company number 15854725, registered office Fortress House, Benfleet, Essex, SS7 5HA. “Client” or “you” means the person or business that instructs us. “Works” means the repair, finishing or other services we agree to carry out. “Item” means each separate item, area or element we work on.

A2. When these terms apply. These terms apply to every quotation, booking and instruction. You accept them, and they form the contract, as soon as any of the following happens:

• you accept a quotation, verbally or in writing;
• you issue a purchase order or booking;
• you allow us access to carry out the Works.

Our quotations and booking confirmations link to these terms.

A3. Our terms override yours. These terms prevail over any terms, purchase order conditions or other documents you issue, unless a director of Shazam has agreed a change in writing before we attend. Nobody else at Shazam has authority to vary these terms.

A4. Quotations. Quotations are valid for 30 days. They are based on the information and photographs you provide. If the damage turns out to be more extensive, different or in a different place from what was described, we will either:

• re-quote before continuing; or
• stand down and charge the call-out fee in C4.

A5. Incomplete or out-of-scope repairs. Where a repair cannot be completed to the standard in B1 because of the condition of the substrate, previous repairs, or the extent of damage, we will tell you on site. Work done up to that point is chargeable. We are not obliged to carry out work outside the quoted scope.

A6. Pre-booking information. Any specific requirement must be agreed in writing before booking. This includes finish, sheen, colour system, fire-rated or medical-grade products, working hours, and site rules.

A7. Discounts. A discount applies only if it is agreed in writing before we start. A discount given on one job does not apply to any other job. It does not change these terms. Any document requiring signature must be signed by an authorised representative.

Part B – Repair standards and limitations

B1. Standard of finish. We carry out all Works with reasonable skill and care. A repair is acceptable when it is not visible in daylight from a normal standing or viewing position at a distance of 2 metres or more, in line with NHBC guidance. This standard applies to every Item, including furniture and interior pieces, unless a different standard is agreed in writing before booking. A repair may still be visible from some angles, under artificial or raking light, or on close inspection, and still be acceptable.

B2. Nature of repair work. You accept that the Item was damaged before we attended and that a repair is not the same as replacement. We use our skill and best endeavours to match shape, colour, texture and sheen. Provided we have carried out the Works with reasonable skill and care, we are not liable to replace, or pay compensation for, any Item where:

• the repair falls short of your personal preference; or
• the limits of the substrate, the existing finish or the damage prevent an invisible result.

B3. Colour and sheen. Our coatings are supplied in RAL, NCS or BS colours. Factory, aged, UV-faded or metallic finishes may not be exactly reproducible. Slight variation in colour, sheen or texture is inherent in repair work and is not a defect. If a colour is not obtainable, you must supply a physical sample. Other colour systems and bespoke matching cost extra.

B4. Client-supplied materials. If you supply coatings or materials and they are incorrect or will not match, and that stops the Works, a full day rate of £375 + VAT applies. We accept no liability for the performance of materials we did not supply.

B5. Existing condition. We are not responsible for pre-existing defects, previous repairs, or hidden damage to the substrate that become apparent during or after the Works. This includes poor adhesion of existing coatings and moisture.

B6. Aftercare and curing. Newly finished surfaces must not be touched, cleaned, loaded, wrapped, stacked, covered, moved or used during the curing period we advise. Unless told otherwise, this is 24 hours for handling and 7 days for full cure. We are not liable for marks, drips, imprints, dust inclusion or damage caused by handling, packing, transport, cleaning chemicals, or trades working near the Works after we leave.

Part C – Site, access and attendance charges

All charges below are plus VAT and apply to business clients. Consumers: see G1.

C1. Access. You are responsible for safe, clear access to the Works at the booked time. This includes scaffold, towers and MEWPs unless we have agreed in writing to supply them. Access equipment supplied by us costs extra. You must also provide welfare facilities, power and water where needed.

C2. Parking and site costs. Parking, congestion charges, ULEZ and site induction time are chargeable at cost unless included in the quotation.

C3. Cancellation. A cancellation or rescheduling with less than one working day’s notice before the booked attendance incurs the charge above. It reflects the lost day and is a genuine pre-estimate of our loss.

C4. Stand-down. Where A4 applies and you do not approve a revised quotation on the day, the stand-down charge applies.

C5. Abortive visits and occupied areas. We cannot work in live or occupied areas unless they are isolated and adequately ventilated. If access was confirmed but is unsafe, unavailable, occupied or not ready when we arrive, the visit is abortive and charged as above.

C6. Delays. Delays caused by you or others outside our control are chargeable at our hourly rate. So are additional visits caused by those delays. Weather and force majeure are dealt with under G6.

C7. Scope of supply. We provide labour and materials only. We are not responsible for site management, coordination of other trades, or protection of areas outside the immediate Works. We will protect the immediate Works area during the repair and remove that protection on completion.

C8. Health and safety. You must tell us about any known hazards before we attend, including asbestos, fragile surfaces and site rules. We may refuse to start or continue work that is unsafe, and C5 then applies.

Part D – Completion, defects and warranty

D1. Authorised representative. Before we attend, you must name an authorised representative who is available on site to inspect and accept the Works. If nobody is available, the Works are treated as accepted on completion.

D2. Completion record. On completion we will provide photographs and an end-of-day report or sign-off sheet. These are the agreed record of the condition of the Works at handover. They stand unless you dispute them in writing, with photographs, under D3.

D3. Visible issues: 5 days. You must report any visible issue with the Works in writing within 5 working days of completion. That means any issue with finish, colour, sheen, texture, runs, drips, visibility or workmanship. The report must include photographs. After 5 working days, the finish is treated as accepted, and any return visit is chargeable.

D4. Sign-off is final. Signature of the sign-off sheet or end-of-day report by you or your representative is full and final acceptance of the visible finish. Acceptance by you is final. We are not responsible for obtaining sign-off from your own client, and their dissatisfaction is not grounds for a claim or for withholding payment where the Works meet B1.

D5. Later failure of a repair. We do not give a defects liability period or any guarantee against later failure, unless a warranty certificate has been issued (D8). The items we repair are already damaged, and most failures after handover are caused by factors outside our control. We are liable for a repair that fails after completion only where inspection under D6 shows the failure was caused by our workmanship or by defective materials we supplied. We are not liable where the failure results from:

• movement, cracking or deflection of the substrate or structure;
• moisture, water ingress, damp or condensation;
• pre-existing damage, previous repairs, or failing original coatings or substrate (B5);
• impact, wear and tear, misuse, cleaning products or pressure washing;
• UV exposure, heat, frost or thermal movement;
• work by others, or failure to follow aftercare (B6).

Any failure must be reported in writing, with photographs, within 5 working days of being noticed. No claim may be made more than 12 months after completion. If we inspect and the cause is not our workmanship, the inspection and any remedial work are chargeable at our standard rates.

D6. Our right to inspect and rectify. For any claim under D3 or D5, we must be given a reasonable opportunity to inspect the Item and to rectify any genuine defect before anything else is done. That includes before it is repaired by others, refinished, replaced, disposed of, moved off site or delivered to your client. If this doesn’t happen, the claim is invalid and we have no liability for it. Our sole obligation for a valid claim is to rectify the defect. Where we choose not to rectify, we will instead refund the price of the affected Item.

D7. Revisits and changes. Further work to change a finish, sheen or colour that was agreed or accepted is chargeable unless we have been shown to be at fault under D6.

D8. Warranty. A written warranty applies only where we have issued a warranty certificate for the specific Works. Its terms are set out in that certificate. No other warranty or guarantee is given or implied. Consumers keep their statutory rights (G1).

D9. Goodwill. Any goodwill we give is without admission of liability and does not create any obligation on future jobs. It does not extend or restart any period in this Part. Examples are a discounted rate, a free return visit or a credit.

Part E – Payment

E1. Payment terms. Account clients must pay each invoice in full within 30 days of the invoice date unless a director of Shazam has agreed other terms in writing before commencement. Non-account clients and consumers must pay in full before the Works start unless agreed otherwise. We may invoice each Item, visit or stage separately.

E2. Retention. Retention is 0%. No retention may be deducted.

E3. CIS and CITB. Shazam holds CIS gross payment status, so no CIS deduction may be made from our invoices. We are not a CITB member, as we train our operatives in-house, so no CITB levy deduction may be made.

E4. VAT. VAT is charged at the applicable rate. Where the VAT domestic reverse charge applies, you must tell us before invoicing whether you are an end user or intermediary supplier.

E5. Late payment. We may charge interest and compensation on late payments by business clients under the Late Payment of Commercial Debts (Interest) Act 1998. Interest runs daily at 8% a year above the Bank of England base rate. Compensation is £40, £70 or £100 per invoice depending on its value, plus our reasonable costs of recovery.

E6. Disputes and withholding. If you intend to pay less than the invoiced amount, you must give us written notice within 5 days of receiving the invoice. The notice must state the amount you propose to pay and the grounds for withholding. Where the Housing Grants, Construction and Regeneration Act 1996 applies, the notice must also meet that Act’s requirements. You must pay any undisputed amount by the due date. You may not withhold:

• for matters unrelated to the invoiced Works;
• because of your client’s dissatisfaction (D4); or
• for a defect claim where we have not been given the chance to inspect and rectify under D6.

E7. No set-off. You may not set off any amount you say we owe you against our invoices unless we have agreed it in writing or a court or adjudicator has decided it.

E8. Suspension. If any sum is not paid when due, we may suspend all Works for you. Where the 1996 Act applies, we give 7 days’ written notice first. Additional costs of suspension and remobilisation are chargeable.

E9. Assignment of invoices. We may factor or assign our invoices at any time.

Part F – Liability

F1. Cap. Our total liability arising from any job is capped. Whether it arises in contract, negligence or otherwise, it will not exceed the price paid for the specific Item of Works that the claim relates to.

F2. Excluded losses. We are not liable for:

• loss of profit, revenue, sales or contracts;
• the cost of replacement items or goods supplied to your client;
• loss of goodwill or reputation;
• claims by your client or other third parties;
• delay costs or liquidated damages;
• any indirect or consequential loss.

F3. What we don’t exclude. Nothing in these terms limits liability that cannot be limited by law. That includes death or personal injury caused by our negligence, and fraud. For consumers, nothing affects your statutory rights (G1).

F4. Damage by others. We are not responsible for damage to the Works or surrounding areas during or after our attendance unless it is directly caused by Shazam staff. Any claim that we caused damage must be reported in writing with photographs within 5 working days.

F5. Masking and overspray. We use low-tack tape, paper and sheeting to protect surrounding surfaces. Tape may occasionally lift weak or poorly bonded paint or wall finishes, and masking may lift in heat, humidity or air movement. We will make reasonable efforts to put right minor overspray where practical. We accept no further liability for these inherent risks.

F6. Glass polishing. Polishing removes material and generates heat. On rare occasions, thermal stress or pre-existing flaws can cause glass to crack, and we accept no liability for this. Slight optical distortion is inherent in the process. If distortion exceeds GGF guidance, no charge will be made for that pane.

F7. Insurance. We hold public and employers’ liability insurance. Details are available on request. You are responsible for insuring the Items and your own property.

Part G – Consumers and general

G1. Consumers. If you are an individual instructing us for purposes outside your trade or business:

• Your statutory rights under the Consumer Rights Act 2015 are not affected. Where these terms conflict with those rights, your rights prevail.
• Where the contract is made away from our premises or at a distance, you have 14 days to cancel. If you ask us to start within that period, you must pay for work done up to cancellation.
• Clauses C3–C6, D3–D5, E5–E8 and F1–F2 apply to you only as far as the law allows.

G2. Photographs. We may photograph the Works for our records. We may also use images for marketing, provided we do not identify you or the address without your consent.

G3. Non-solicitation. During the Works and for 12 months afterwards, you must not directly engage any Shazam operative or subcontractor who worked on your job without our written consent.

G4. Data. We handle personal data in line with UK GDPR and our privacy notice.

G5. Notices. Notices under these terms, including defect reports and withholding notices, must be in writing to info@shazamrepairs.co.uk. They take effect on receipt. Messages to individual staff, WhatsApp or text do not count unless we acknowledge them in writing.

G6. Force majeure. We are not liable for delay or failure caused by events beyond our reasonable control. Examples are severe weather, supply shortages, illness, and actions of third parties or authorities.

G7. Entire agreement and changes. These terms, together with our quotation, are the whole agreement. We may update these terms from time to time. The version in force when you instruct us applies to that job.

G8. Severance. If any clause is found unenforceable, the rest of the terms remain in force.

G9. Law and disputes. These terms are governed by the law of England and Wales, and the courts of England and Wales have jurisdiction. Where the 1996 Act applies, either party may also refer a dispute to adjudication.

Version 2.0 – effective 24 September 2026. Previous versions are available on request.