Terms of Service

Last updated: 11 May 2026

These are the terms and conditions for using BESPOKE BUILDING AND MAINTENANCE NE LTD‘s services. We’re registered in England and Wales (Company No. 16002428), with our office at Unit 8g West Chirton Trading Estate, North Shields, NE29 7TY. When you book a job, accept a quote, or sign up to one of our maintenance plans, you’re agreeing to these terms.

We’ve tried to keep these plain-spoken. If anything’s unclear, ask us — hello@bespokebuildingne.com.

1. About us

BESPOKE BUILDING AND MAINTENANCE NE LTD is a UK construction and maintenance services company. We do small repairs, scheduled maintenance, emergency call-outs, domestic and commercial renovations, and property surveys across North Tyneside and the wider North East. Our trading name is Bespoke Building & Maintenance NE.

2. Quotes

  • Quotes are valid for 30 days from the date we send them, unless we tell you otherwise in writing.
  • Quotes are based on what we can see or what you’ve told us. If the job turns out to be more (e.g., hidden damp behind a wall, or extra structural work needed), we’ll stop, tell you, and agree a revised price with you before doing any further work.
  • Materials prices can shift. If a major materials cost changes by more than 10% between quote and start date, we’ll let you know and offer you the choice to proceed, defer, or cancel.

3. Site surveys and consultations

  • Site survey and consultation visits are charged at £50 per visit.
  • If you go on to book the quoted work with us, the £50 is credited against your final invoice.
  • If you don’t proceed with the work, the £50 is non-refundable — it covers our time on site and the written quote.

4. Emergency call-outs

  • Emergency call-out fees are £50–£150, depending on time of day and distance.
  • A £50 deposit is required online to secure a same-day slot. This is refundable if we can’t actually reach you within the agreed time window.
  • Once we arrive on site, the £50 deposit is applied to the call-out fee. Any further work needed will be quoted before we start.

5. Payment terms

  • Small jobs (under £500) — payment due on completion, via card, bank transfer, or online.
  • Larger jobs (£500+) — typically split: a deposit (usually 25–40%) before we start, a second payment partway through (where the job has clear stages), and the balance on completion.
  • Annual maintenance plans — paid yearly or quarterly in advance, depending on your tier. Renewal is automatic unless you cancel (see Section 8).
  • Card payments online are processed securely through our payment provider. We don’t store full card numbers.
  • Late payments (over 30 days from invoice date) may attract interest at the statutory rate under the Late Payment of Commercial Debts (Interest) Act 1998.

6. Workmanship and materials

  • We give a 12-month workmanship guarantee on all chargeable work. If something we did fails because of how we did it (not because of normal wear, misuse, or unrelated damage), we’ll come back and put it right at no extra cost.
  • Materials are covered by whatever guarantee the manufacturer provides. We’ll pass on any manufacturer warranty paperwork.
  • All our work complies with relevant UK Building Regulations and industry standards.
  • Where Part P (electrical) or Gas Safe work is involved, we use appropriately certified subcontractors and provide the relevant compliance certificates.

7. Your rights as a consumer

If you’re a consumer (i.e., not a business buying for business purposes), you have rights under the Consumer Rights Act 2015, including:

  • The right to expect our work to be carried out with reasonable care and skill
  • The right to expect materials to be of satisfactory quality and fit for purpose
  • The right to a repeat performance or price reduction if the work isn’t up to standard

Nothing in these terms takes those rights away.

8. Cancellation and cooling-off

  • Off-premises and distance contracts (e.g., quote signed at your home, or accepted online) — you have a 14-day cooling-off period under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. You can cancel within 14 days with no penalty.
  • If you ask us to start work during the 14-day period and then cancel, you have to pay for the work and materials already used up to the point of cancellation.
  • After the 14-day period — cancellation may attract reasonable charges to cover ordered materials, scheduled time, and any work already done.
  • Annual maintenance plans — new subscribers get a 14-day cooling-off period. After that, cancellations get a pro-rata refund for the unused part of the year, less any value of services already delivered.

9. Refunds

See our Refund Policy for the full details. In short: deposits are refundable before work starts; once work has commenced, refunds depend on what’s been done and what materials have been ordered.

10. Liability

  • We hold Public Liability Insurance covering injury or damage caused by our work. Details available on request.
  • We’re liable for direct losses caused by our negligence or breach of contract.
  • We’re not liable for indirect or consequential losses (e.g., loss of profits, loss of business, third-party claims), except where the law requires us to be.
  • Nothing in these terms limits liability for death or personal injury caused by our negligence, or for fraud.
  • Our total liability for any one job is limited to the value of the work itself, unless statute says otherwise.

11. Things you need to do

  • Give us safe access to the property when we’re booked to arrive.
  • Tell us about any hazards we should know about (asbestos, dodgy electrics, structural concerns, recent leaks, etc.).
  • Make sure you’ve got permission to commission the work (e.g., if you’re a tenant or co-owner).
  • Pay on time.

12. Disputes

If something’s gone wrong, tell us first — email hello@bespokebuildingne.com and we’ll do our best to sort it. We’d rather hear about a problem and fix it than have you stew on it.

If we can’t resolve it between us, these terms are governed by the law of England and Wales, and the courts of England and Wales have non-exclusive jurisdiction (typically Newcastle upon Tyne County Court for North East matters).

13. Changes

We may update these terms from time to time. The version that applies to your job is the one in force when you accepted our quote or signed up to your plan. Material changes will be communicated to active customers.

Got a question? Email hello@bespokebuildingne.com.

Scroll to Top