Terms of service

Steel Door Company Limited - Terms and Conditions

1. General 1.1 These terms and conditions govern the sale, supply, and installation of bespoke made-to-measure steel glazed doors and windows by Steel Door Company Limited ("the Company"). 1.2 By placing an order with the Company, the Customer agrees to these Terms and Conditions. 1.3 Any variations to these Terms and Conditions must be agreed in writing by the Company.

2. Enquiry and Quotation Process 2.1 Customers may browse products on the Company’s website and submit an enquiry via the contact form. 2.2 By submitting an enquiry, the Customer’s name, email, telephone number, and project details will be stored in the Company’s CRM (HubSpot) and used to process the enquiry. 2.3 An initial quote will be provided following consultation with the Customer. Quotes are valid for 30 days but may be subject to change based on modifications to specifications or discrepancies in measurements.

3. Surveys and Site Readiness 3.1 A survey is mandatory unless the order is for supply only. The survey cost is 10% of the total balance, which is non-refundable. 3.2 Customers must ensure that the site is fully ready before the survey. This includes but is not limited to:

  • Floor being laid.

  • Plastering and walls fully formed. 3.3 Customers must provide site pictures and confirm that no changes will be made before installation. 3.4 The Customer must be present during the survey to confirm details including design, bar layouts, colours, glass options, door handing, and other specifications. These details will be signed off during the survey. 3.5 If the site is not ready or the Customer is not present at the agreed time, the survey will be considered a missed appointment, requiring a rescheduling fee of £300 plus VAT. 3.6 The Customer is responsible for ensuring safe and clear access to the site for survey and installation. 3.7 The Customer is responsible for obtaining any necessary permissions, approvals, or consents (e.g., from landlords or building management) before work commences. 3.8 If the survey appointment is missed or needs to be rescheduled with less than 24 hours’ notice, a new survey fee will apply.

4. Supply-Only Orders 4.1 If the order is supply only, the Customer is fully responsible for providing accurate measurements. 4.2 The Company will not accept liability for mis-measurements made by the Customer. No replacements will be offered in such cases.

5. Order Confirmation and Production 5.1 Once the survey is complete and details are signed off, the Customer must pay a 40% deposit to proceed to production. 5.2 A final CAD drawing will be provided after payment. Production will commence within one working week after the drawing is signed off. 5.3 All deposits (including the survey fee) are non-refundable.

6. Lead Times and Production Updates 6.1 Standard lead time is 10 weeks but may vary due to demand, manufacturing delays, or unforeseen circumstances. 6.2 The Company will communicate any changes to lead times as soon as possible. 6.3 If manufacturing issues or damage occur, the Company reserves the right to adjust lead times accordingly. 6.4 If the Customer delays installation beyond 30 days after production completion, storage charges may apply. 6.5 If the Customer refuses delivery or installation within a reasonable timeframe, the Company reserves the right to charge cancellation fees. 6.6 The Company reserves the right to adjust prices at any time due to unforeseen material cost fluctuations, import duties, or supplier price increases. Any changes will be communicated to the Customer before proceeding with the order.

7. Installation and Final Payment 7.1 Once production is nearing completion, an installation date will be arranged. 7.2 The remaining 50% balance must be paid in full at least 48 hours before installation. Doors will not be installed or delivered until full payment has been received. Any late payment will incur a £100 late payment fee. 7.3 Someone must be present at the installation site to confirm that conditions match those recorded during the survey. 7.4 If the Customer is not present or does not provide 24 hours’ notice to cancel an installation, a full rebooking charge will apply. 7.5 The Company will take photos before and after installation to verify site conditions and confirm that no damage was caused during installation.

8. Site Conditions and Liability 8.1 The Company is not responsible for:

  • Damage due to poor access or an unready site.

  • Structural alterations needed for installation.

  • Compliance with building control, fire regulations, or other legal requirements. 8.2 Fire doors supplied by the Company come with manufacturer warranties and certification, but the Customer is responsible for obtaining necessary building control approvals. 8.3 If site conditions differ from those recorded at the survey, the Company reserves the right to charge for additional installation costs or refuse installation. 8.4 Customers must take necessary precautions to protect surrounding areas, including floors and walls, from potential installation damage. 8.5 The Company reserves the right to conduct a final site inspection upon arrival and may refuse installation if the site is deemed unsafe or substantially different from the survey conditions.

9. Customer-Supplied Components 9.1 If the Customer supplies handles, locks, or other accessories, the Company is not responsible for their compatibility, quality, or installation issues.

10. Defect Reporting and Warranty 10.1 The Company provides a 24-month warranty covering manufacturing defects but excluding accidental or intentional damage. 10.2 Customers must report any product defects within 7 days of installation to be eligible for a warranty claim. 10.3 Upon installation completion, the Customer must sign a completion document. Any concerns or damages must be raised before signing. 10.4 Once the document is signed and installers leave, responsibility for the product transfers fully to the Customer. 10.5 Warranty claims will only cover issues explicitly outlined in the warranty document.

11. Amendments and Cancellations 11.1 Lead times may be modified due to transit delays, damage, or installer availability. 11.2 Customers must ensure their site is ready for both survey and installation. Failure to do so will incur additional charges. 11.3 Any order cancellations must be submitted in writing. Deposits and fees already paid remain non-refundable.

12. Subcontracting 12.1 The Company reserves the right to use subcontractors for surveys, manufacturing, or installation. All subcontracted work will adhere to the Company’s quality standards and remain covered under these Terms and Conditions.

13. Indemnity Clause 13.1 The Customer agrees to indemnify the Company against any claims, losses, or damages resulting from misuse, improper maintenance, or modifications made to the doors post-installation.

14. Health & Safety Compliance 14.1 The Customer must ensure that the site complies with relevant health and safety regulations to allow for safe installation. The Company reserves the right to refuse installation if conditions pose a safety risk.

15. Dispute Resolution 15.1 In the event of a dispute, the parties agree to attempt mediation before pursuing legal action.