Terms of service

“Services” means maintenance, repair, inspection, certification and project work we agree to provide. “Subscription plan” means one of our published property care plans (Essential, Protect or Complete) applied to a subscribed property. “Quotation” means a written statement of price and scope issued by us. “You” means the person or organisation instructing us, whether a private owner, landlord, managing agent or corporate customer.

We provide maintenance services across ten trades together with emergency response, planned maintenance and compliance services in the London areas we publish on this website. Work is performed by our directly engaged operatives or, for specialist activities, by vetted partners working under our supervision and to our standards. We hold and maintain the registrations relevant to the work we carry out, including Gas Safe registration for gas work and appropriate certification for electrical and F-Gas work.

Rates published on this website are indicative and are confirmed by written quotation before work proceeds. Quotations remain open for acceptance for 30 days unless stated otherwise. A quotation covers the scope it describes; if the work reveals conditions that could not reasonably have been anticipated, we will pause, explain the variation and proceed only with your written approval. All prices are stated exclusive of VAT unless expressly stated otherwise.

Emergency call-outs are chargeable at the applicable call-out rate, which includes the first hour of attendance. Where an emergency requires immediate work to make a property safe, you authorise us to complete that make-safe work; any follow-on repair is quoted separately.

Subscription plans are priced per property per month, or per property per year where prepaid annually. Volume discounts apply automatically: portfolios of three to nine subscribed properties receive 5% off every property, and portfolios of ten or more receive 10% off every property.

Plans cover oversight, the stated inspection cycles and the named certificates only. Labour, parts and repair work are not included in the subscription and are quoted separately at subscriber trade rates. Subscriptions run monthly and may be cancelled with one month’s written notice; annual prepayments are refunded pro rata for whole unused months less any plan services already delivered in the year.

You are responsible for providing safe access to the property at agreed appointment times, including arranging tenant access where applicable. If we attend as arranged and cannot gain access, we may charge the applicable call-out rate. We will always evidence attendance. Where keys are held by us or an agent, we follow the documented key-handling procedure agreed at onboarding.

Invoices are payable within 14 days of issue unless different terms are agreed in writing on your account. Larger projects may be invoiced in agreed stages, including a deposit invoice before work begins. We may charge statutory interest and reasonable debt recovery costs on overdue amounts under the Late Payment of Commercial Debts (Interest) Act 1998 where it applies. We may suspend non-emergency services on accounts with overdue balances after giving notice.

Our workmanship is guaranteed for 12 months from completion of the relevant work, in addition to any manufacturer warranties on parts and equipment, and in addition to your statutory rights. If you believe work is defective, tell us promptly and give us a reasonable opportunity to inspect and remedy it. The guarantee does not cover fair wear and tear, misuse, damage by others, or defects arising from pre-existing conditions we identified and you chose not to address.

If you are a consumer and you engage us away from our business premises (including online or by telephone), you normally have a 14-day cooling-off period under the Consumer Contracts Regulations 2013. If you ask us to begin work within that period, you may still cancel but must pay for services already provided. Work already completed in an emergency at your request is not refundable under the cooling-off right. To cancel, write to info@gemcontracts.co.uk.

We carry public liability insurance appropriate to our work and will provide evidence of cover on request. Nothing in these terms limits our liability for death or personal injury caused by our negligence, for fraud, or for any liability that cannot lawfully be limited. Subject to that, our total liability arising from any job is limited to the greater of the price paid for that job or the amount recoverable under our insurance, and we are not liable for loss of rent, loss of profit or other indirect losses, except where such losses result directly from our negligence or breach.

Complaints go first to the operations desk at info@gemcontracts.co.uk or 020 4571 7518. We acknowledge complaints within one working day and aim to resolve them within ten. If you remain dissatisfied you may pursue any alternative dispute resolution scheme we participate in at the time, or the courts.

These terms, together with the applicable quotation or subscription confirmation, form the entire agreement between us for the relevant work. We may update these terms from time to time; the version in force when you instruct us applies to that instruction. If any provision is found unenforceable, the remainder continues in effect. These terms are governed by the law of England and Wales and the courts of England and Wales have jurisdiction.

Questions about these terms: info@gemcontracts.co.uk. See also our privacy policy and cookie policy.