Terms & Conditions

R.A.P. Windows & Doors

Last updated: October 2026

1. About Us

These Terms & Conditions apply to services provided by R.A.P. Windows & Doors (“we”, “us” or “our”).

We provide window and door installation, replacement, glazing and repair services in Southend-on-Sea and surrounding areas.

By accepting our quotation or placing an order with us, you agree to these Terms & Conditions together with the details set out in your individual quotation, order or contract.

Nothing in these Terms affects your statutory rights as a consumer.

2. Quotations and Orders

All quotations are based on the information available at the time, including measurements, specifications, materials and work required.

Your quotation will set out the products and services included in the agreed price.

Any additional work requested after the quotation has been accepted may result in an additional charge. We will discuss and agree any additional costs with you before carrying out the work.

An order becomes binding once it has been accepted and any required deposit has been paid, subject to any cancellation rights provided by law.

3. Measurements and Specifications

Where products are manufactured or ordered specifically for your property, final measurements and specifications will be agreed before the products are ordered.

Customers should check that all agreed choices, including colours, styles, configurations and other specifications shown on their order documentation, are correct.

Small differences in colour, finish or appearance may occur between product samples, photographs, computer screens and the finished product.

4. Deposits

A deposit is normally required before products or materials are ordered.

The deposit is usually approximately 50% of the total order value, although the exact amount may vary depending on the products, materials and work required.

The exact deposit amount will be confirmed in your quotation or order documentation.

The deposit may be used towards the cost of windows, doors, glass and other materials required for your installation.

Any refund or deduction following cancellation will be handled in accordance with your statutory rights and applicable consumer law.

5. Payment

Unless otherwise agreed in writing, the remaining balance is due following completion of the installation.

Payment can be made by bank transfer, cash or card.

Any different payment arrangements will be confirmed with the customer before work begins.

6. Cancellations

Cancellation rights depend on the type of contract, how the contract was agreed and the products or services being supplied.

Consumers entering into certain distance or off-premises contracts may have a legal right to cancel within 14 days. The start and duration of the cancellation period depend on the type of contract.

Statutory cancellation rights may not apply to goods that are genuinely made to the customer’s specifications or clearly personalised. This may include certain windows, doors, glass or other products manufactured specifically for a customer’s property.

If you wish to cancel an order, please contact us as soon as possible.

Where a statutory cancellation right applies, we will honour that right and provide any refund required by law.

Where no statutory cancellation right applies, and cancellation takes place after products or materials have been ordered, manufactured or other costs have reasonably been incurred, we may be entitled to recover reasonable costs or losses arising from the cancellation, subject to applicable consumer law.

We will not impose cancellation charges or retain deposits where doing so would be unlawful or unfair.

Where legally required, customers will receive separate cancellation information and any applicable cancellation form before entering into a contract.

7. Installation Dates

Any installation date or timescale provided is given in good faith.

Occasionally, an installation may need to be rearranged because of circumstances outside our reasonable control, including severe or unsuitable weather, manufacturer or supplier delays, delivery problems, product availability or unexpected problems discovered at the property.

If there is a delay or change to your installation date, we will keep you informed and arrange a new date as soon as reasonably possible.

Nothing in this section limits any rights you may have under consumer law.

8. Access to the Property

The customer must provide reasonable access to the property at the agreed time so that the work can be carried out safely.

Areas immediately surrounding windows, doors or other areas being worked on should be reasonably clear of personal belongings, furniture and other obstructions where possible.

If we cannot safely access the work area, the installation or repair may need to be rearranged.

9. Installation and Workmanship

We will carry out our services with reasonable care and skill and in accordance with applicable legal and building requirements.

If an unexpected issue is discovered during installation which could not reasonably have been identified beforehand, we will explain the issue and discuss any necessary additional work with you.

We will not carry out chargeable additional work without discussing and agreeing the costs with you first.

10. Removal of Old Products and Waste

As part of our installation service, we normally remove the old windows or doors being replaced and dispose of installation-related waste.

The property will be left reasonably clean and tidy following completion of our work.

Any exceptions will be discussed with the customer before work begins.

11. Installation Guarantee

New installations carried out by R.A.P. Windows & Doors are covered by a 10-year guarantee, subject to the terms and exclusions contained in the guarantee documentation provided to the customer.

The guarantee is in addition to, and does not replace, your statutory consumer rights.

Damage caused by misuse, accidental damage, unauthorised alterations, lack of reasonable maintenance or work carried out by another person after our installation may not be covered, provided the relevant exclusion is fair and lawful.

Full guarantee details will be provided with the relevant installation documentation.

12. Repairs and Servicing

Repairs and servicing carried out by R.A.P. Windows & Doors are covered by a 2-year guarantee, subject to the nature of the repair and the guarantee terms provided to the customer.

A repair guarantee applies to the work and components supplied by us as part of that repair. It does not necessarily cover unrelated faults or problems that develop elsewhere in an existing window or door.

Your statutory rights are not affected.

13. Insurance-Backed Guarantee

Eligible new installations are provided with an insurance-backed guarantee in accordance with the applicable scheme requirements.

An insurance-backed guarantee provides additional protection in circumstances covered by the relevant insurance policy.

Further information and relevant documentation will be provided in accordance with the applicable scheme requirements.

R.A.P. Windows & Doors is registered with CERTASS.

CERTASS Registration Number: [TO BE ADDED]

14. Building Regulations and Certification

Where applicable, qualifying installation work will be registered through CERTASS.

The appropriate certification and documentation will be provided in accordance with the applicable scheme requirements.

Some types of work may not require CERTASS registration or a Building Regulations Compliance Certificate.

15. Customer Documentation

Customers will receive appropriate documentation relating to their installation, which may include the quotation, order details, guarantee information, insurance-backed guarantee information and applicable certification.

Please keep these documents in a safe place as they may be required in the future, particularly when selling the property or making a guarantee claim.

16. Problems With Our Work

If you believe there is a problem with our work, please contact us as soon as reasonably possible.

We will assess the issue and, where the problem is our responsibility, take appropriate steps to put it right in accordance with your legal rights.

Where appropriate, we ask that we are given a reasonable opportunity to inspect and remedy an issue before another contractor carries out remedial work.

This does not affect your statutory rights or any remedies available to you under consumer law.

17. Existing Property Conditions

We are not responsible for pre-existing defects or problems that are unrelated to our work.

These may include existing structural movement, damp, defective building work, concealed damage or other problems that could not reasonably have been identified before work began.

If we discover a significant existing problem during installation, we will inform you and discuss the available options before proceeding where practical.

This does not exclude responsibility for any damage caused by our negligence or failure to exercise reasonable care and skill.

18. Liability

We do not exclude or restrict liability where it would be unlawful to do so.

Nothing in these Terms excludes or restricts liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation or any other liability that cannot legally be excluded.

Nothing in these Terms limits your statutory rights under the Consumer Rights Act 2015 or other applicable consumer legislation.

19. Photographs

We may photograph completed work for our internal business records, including installation records, quality checks and guarantee purposes.

We will obtain appropriate permission before using photographs that identify you or your property for marketing purposes where consent is required.

Further information about how personal information is handled is available in our Privacy Policy.

20. Complaints

We aim to resolve any concerns promptly and fairly.

If you have a complaint, please contact us using the details below.

R.A.P. Windows & Doors

Telephone: 07495 022602
Email: r.a.p.windowsanddoors@gmail.com

Please provide details of the issue and, where possible, your quotation, invoice or order details.

We will review the matter and respond as soon as reasonably possible.

21. Changes to These Terms

We may update these website Terms & Conditions from time to time.

The terms applicable to an individual installation or order will be those agreed with the customer as part of that contract.

Changes made to these website Terms will not retrospectively change an existing customer contract unless agreed or required by law.

22. Governing Law

These Terms & Conditions are governed by the laws of England and Wales.

Consumers retain any rights regarding jurisdiction provided to them by applicable law.