Terms & Conditions

1. Who we are

The Resin & Renovation Company is a trading name of CRM Property Investments Ltd, a private limited company registered in England and Wales under company number 15822262.

Registered office: 794 High Street, Kingswinford, England, DY6 8BQ

Email: info@theresinandrenovationcompany.com
Telephone: 07405 181163

In these terms, “we”, “us” and “our” mean CRM Property Investments Ltd trading as The Resin & Renovation Company. “You” and “customer” mean the person accepting the quotation. These terms are written primarily for customers acting mainly outside their trade or business. Any separate written commercial terms stated in a business quotation will also apply to business customers.

2. Your contract documents

A project contract may include:

• the accepted quotation, order form or estimate;
• the written specification, drawings, material schedule and stated exclusions;
• these dated terms;
• any cancellation notice and early-start request that applies; and
• any later variation agreed in writing.

Project-specific information agreed in writing takes priority over these general terms where there is a genuine conflict. A later written variation takes priority for the matter it changes. Nothing in any document removes a right that the law says cannot be removed.

Photographs, illustrations, website descriptions and discussions help explain our services but are not a substitute for the scope and specification in your project documents.

3. Quotations and acceptance

A document described as a quotation states the price for its defined scope and assumptions. A document expressly described as an estimate, allowance or provisional sum is approximate and will explain how the final amount is determined.

The quotation will state how long it remains open. It is based on the information available, the visible site conditions and any assumptions or exclusions it records.

A project contract is formed when you accept the quotation in writing, including electronically, and we confirm the acceptance in writing. Unless we agree otherwise in writing, project dates are not secured and material orders will not be placed until the mandatory 20% mobilisation payment has cleared. The contract remains subject to any statutory cancellation rights. If availability, finance approval, survey findings or permissions are a condition of the contract, this will be stated in the quotation.

For resin-bound work, the quotation will identify whether the work is a full installation or an overlay, the base preparation included, any relevant limitations and the guarantee that applies. An overlay will be offered only where our assessment indicates that the existing base is suitable.

Please check names, address, measurements, access arrangements, chosen materials, colours, drainage, project scope, exclusions and payment stages before accepting.

4. Quality and consumer rights

For consumer projects, we will provide our service with reasonable care and skill. Information about us or the service that you take into account when deciding to contract can be binding where the law says it is. Where a price or completion time has not been agreed, the law may require a reasonable price or reasonable time.

Goods and materials that we supply must be of satisfactory quality, fit for an agreed purpose and as described, subject to the characteristics of natural materials explained in section 11.

Your legal remedies may include repair or repeat performance, replacement, a price reduction, refund or compensation, depending on the circumstances. Any written guarantee is additional to, and does not replace or shorten, your statutory rights.

5. Cooling-off and statutory cancellation rights

If a consumer contract is made at a distance or away from our business premises and statutory cancellation rights apply, we will provide the required cancellation information and model cancellation form on paper or by email. The statutory cancellation period is commonly 14 days, but its start and end can depend on whether the contract is legally treated as a service contract, a sales contract or a mixed project. Your cancellation notice will explain the period that applies to your contract.

You may cancel during an applicable cancellation period by sending a clear statement to our email or postal address. You may use the model form below, but you do not have to use it.

Paying the 20% mobilisation payment does not remove an applicable statutory right to cancel. Where you exercise that right, we will refund the payment except for any proportionate amount the law permits us to charge following your valid early-start request, or another lawful deduction that applies to your particular contract.

Starting work during a cancellation period

We will not begin a cancellable service during the cancellation period unless you make an express request in writing or another durable format. If you then cancel, the law may allow a proportionate charge for work properly completed up to cancellation. The cancellation right for a service may be lost after it has been fully performed only where the legal requirements, including your express request and acknowledgement, have been met.

A lawful exception may apply to genuinely personalised or made-to-measure goods. We will identify any relevant exception before the contract is made. Selecting a standard colour or product does not automatically make it bespoke.

6. Prices and payments

The quotation states the total project price or how it will be calculated, the payment method and the due dates for any stage and final payments. It will also state whether any tax is included or applicable.

A mandatory deposit equal to 20% of the total contract price is due as the mobilisation payment when you accept the quotation. It is credited against the contract price and must clear before we secure the agreed dates in our work calendar, reserve labour or plant, or place material orders.

Subject to your statutory cancellation rights and any cancellation caused by our breach, the mobilisation payment is intended to be non-refundable because it supports those mobilisation commitments. If you cancel, however, the amount we retain will not exceed a fair and genuine estimate of our direct loss, taking account of work properly completed, materials ordered or supplied, irrecoverable bespoke items, the value of a reserved date that we could not reasonably rebook, and the reasonable steps we can take to reduce or recover our loss. We will account for supplier refunds, reusable or resaleable materials, costs saved and replacement work, and will not recover the same loss twice. We may retain the full 20% only where our reasonably evidenced direct losses equal or exceed that amount. We will provide a reasonable breakdown and refund any surplus. If we cancel before work begins for a reason not caused by you, the mobilisation payment will be refunded in full.

We will identify practical completion and discuss any reasonable snagging list. A minor item that does not prevent normal and safe use should not justify withholding a disproportionate sum, but we will not require payment for work that has not been performed and your statutory rights remain unaffected.

If a payment is materially overdue, we may send a written reminder and, after giving a reasonable opportunity to pay or raise a genuine dispute, suspend work on written notice. We will not add an unspecified penalty or charge.

7. Start dates, timescales and delays

The quotation or later written programme will give the expected start date and project duration. We will plan and perform the work with reasonable care and keep you informed of material changes.

Progress can be affected by unsafe or unsuitable weather, curing conditions, material shortages, supplier disruption, public-authority decisions, hidden ground or structural conditions, undisclosed services, customer changes, loss of access or other events not reasonably within our control. We will notify you, take reasonable steps to reduce the delay and provide a revised programme when we can.

If delay is within our control or continues for a substantial period, you may set a reasonable revised deadline. If we do not meet it, you may use any right the law gives you to end the contract and receive an appropriate refund for unprovided work.

8. Customer responsibilities and site access

You agree to:

• provide accurate information and confirm that you own the property or have authority to commission the work;
• provide safe, reasonable access at the agreed times, including any parking or access permission stated in the quotation;
• tell us about known utilities, drains, cables, easements, boundaries, structural issues, contamination, asbestos and relevant previous work;
• keep children, visitors and pets away from controlled work areas;
• remove or protect valuables, vehicles and movable belongings from the work area; and
• provide any water, electricity or welfare access expressly agreed for the project.

We remain responsible for managing our work safely. If missing or inaccurate customer information causes additional work, we will explain the effect and follow the written variation process before adding chargeable work, except where immediate action is reasonably necessary to make the site safe.

9. Permissions and approvals

The quotation will state who is responsible for planning permission, building control, structural design, a dropped-kerb or highway consent, drainage approval, Party Wall matters, freeholder or landlord consent and any other permission relevant to the work.

Unless the quotation says that we will obtain a particular approval, you are responsible for obtaining it before the relevant work begins. We will not knowingly carry out unlawful work. Application fees, professional fees and compliance work are included only where stated in the quotation.

10. Hidden conditions and written variations

Quotations are based on the visible site and information reasonably available. Hidden or unforeseen matters can include unsuitable or unstable sub-bases, buried structures, contaminated material, asbestos, uncharted utilities or drainage, concealed structural defects and inaccurate plans.

If we find something that materially affects safety, scope, price or time, we will pause the affected work where reasonably possible, explain the issue and provide a written variation showing the proposed change, cost and programme effect. Chargeable work will not proceed without your written approval, except for proportionate action reasonably needed to prevent immediate danger or damage; we will notify you promptly if that occurs.

Customer-requested changes must also be agreed in writing. A written variation can include email or an accepted electronic change order. We may refuse a change that is unsafe, unlawful, technically unsuitable or incompatible with work already completed.

11. Materials, samples and natural appearance

Resin aggregate, natural stone, timber, paving and other natural or batch-produced products can vary in shade, grain, texture and pattern. Samples and screen images are useful guides but may not exactly reproduce the finished installation. Minor variations within the agreed product description and normal manufacturer tolerances are not, by themselves, defects.

We will not substitute a specified material without discussing it with you and obtaining written approval, except where the quotation already allows an equivalent choice and the change does not disadvantage you.

If you supply materials or appliances, you are responsible for ensuring they are available, complete and suitable for the intended use. We are not responsible for an inherent defect or supplier delay that we did not cause, but we remain responsible for installing customer-supplied items with reasonable care and skill where installation is within our scope.

Waste removal, skips, permits and disposal are included only where the quotation states. Hazardous or contaminated waste, including asbestos, is excluded unless specifically assessed and included.

12. Completion, snagging and defects

Practical completion means the agreed work is substantially complete and can be used safely for its intended purpose, apart from minor items that do not materially prevent that use. We will invite you to inspect the work and record any reasonable snagging items.

We will address agreed snagging or defective work within a reasonable time, taking account of material availability, weather and curing requirements. Please report a concern promptly with the project address, description and photographs where helpful so that we can inspect it.

Where reasonable, please give us an opportunity to inspect and put right an issue before a third party alters the work, except where urgent action is needed for safety or to prevent further damage. This request does not remove any statutory remedy or require you to accept repeated unsuccessful repair attempts.

13. Guarantees and aftercare

Any workmanship, installation-system or manufacturer guarantee that applies will be confirmed in the quotation or a separate written guarantee. That document should identify the guarantor, covered work, duration, start date, claim process, maintenance conditions and relevant exclusions. Manufacturer cover is separate from our workmanship obligations.

Guarantee exclusions may include fair wear and tear, misuse, accidental or third-party damage, failure to follow reasonable aftercare, unauthorised alteration, contamination and movement in structures or ground outside our agreed scope. An exclusion will not apply where the problem was caused by our breach, negligence, defective installation or a matter for which the law makes us responsible.

You must follow reasonable curing, loading, cleaning and maintenance instructions. Commercial guarantees are additional to your statutory rights and do not replace them.

14. Ending or suspending a project

After any statutory cancellation period, you may ask to end the project in writing. Subject to your legal rights, you may need to pay for work properly completed, goods supplied, irrecoverable bespoke materials and reasonable direct losses caused by cancellation. We will take reasonable steps to reduce those losses, provide an explanation and refund any remaining balance.

We may suspend or end the contract after reasonable written notice if you materially fail to pay an undisputed sum, repeatedly prevent agreed access, require unsafe or unlawful work, or otherwise commit a serious breach and do not put it right within a reasonable opportunity. Immediate suspension may be necessary for a serious safety risk.

If we end the contract when you are not at fault because circumstances genuinely outside our control make performance impossible, we will make the site reasonably safe and refund advance payments for work and materials not provided, subject only to fair and lawful deductions. Ending the contract does not remove rights and liabilities that arose beforehand.

15. Responsibility and liability

We maintain insurance appropriate to the activities we agree to perform. Details relevant to a project can be provided on request.

We are responsible for foreseeable loss or damage caused by our breach of contract or negligence, including work performed for us by subcontractors. We are not responsible for loss that was not reasonably foreseeable when the contract was made or was not caused by our breach or negligence.

We are not responsible for a pre-existing defect merely because it becomes apparent during the project, but we remain responsible if we cause or worsen damage through a breach or negligence. If we identify a pre-existing issue, we will explain it and use the written variation process where it affects the work.

Nothing in these terms excludes or restricts liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, statutory consumer rights, defective or misdescribed goods, poor workmanship, or any other liability that the law does not allow us to exclude or restrict.

If you are a consumer, we are not responsible for business losses arising from a project commissioned wholly for personal use. This does not affect your right to recover a foreseeable personal loss caused by our breach or negligence.

16. Finance

Where finance is available, the credit agreement is separate from the contract for the building or installation work. Finance is subject to status, affordability and credit checks, and approval is not guaranteed. Please read the pre-contract credit information and finance agreement carefully.

Unless the quotation expressly says that the project contract is conditional on finance approval, accepting the quotation can create a payment obligation even if finance is later declined. If you intend to rely on finance, please wait for confirmation of approval before accepting a project quotation.

Current regulatory and broker information is shown on our Finance Options page and in the website footer.

17. Complaints and disputes

Please raise a concern as soon as possible by email, telephone or post, giving your name, project address, quotation number, a clear description of the issue and the outcome you are seeking.

We aim to acknowledge a formal complaint within five working days. We will investigate, arrange an inspection where appropriate and aim to provide a substantive response within 15 working days. If more time is reasonably needed, we will explain why and give an updated timescale.

If we cannot resolve the complaint, we will provide information about any applicable approved alternative dispute resolution arrangement and state whether we are required or prepared to use it. Alternative dispute resolution does not remove any right to obtain independent advice or use the courts where entitled.

18. Website, privacy and changes to these terms

Website content is general information and may be updated. Your project is governed by the documents supplied before acceptance and any written variations, not by a later website change. A new version of these terms applies only to future contracts unless an existing customer expressly agrees otherwise.

Website text, branding and original media may not be copied or commercially reused without permission, except where the law permits.

We handle personal information as explained in our Privacy Policy and use website technologies as explained in our Cookie Policy.

19. Governing law

These terms and project contracts are governed by the law of England and Wales. If you are a consumer living elsewhere in the United Kingdom, mandatory protections and jurisdiction rights that apply where you live are not restricted.