Terms & Conditions

  1. Introduction

These are the terms and conditions (the “Terms”) of County Secure Ltd. (“County Secure,” “we,” “us,” or “our”). They outline the rules for using our services and what you, the customer (“you” or “your”), can expect from us. 

By using our services, you agree to these Terms, including our Privacy Policy, Cookie Policy, and Terms of Use.  Please read these Terms carefully before engaging with our services.

2.   Summary of Key Terms

  • Validity of Quotes: Quotations are valid for 30 days.
  • Deposit: A 50% deposit is required to confirm bookings.
  • Cancellations: A 10% cancellation fee applies if you cancel after accepting a quotation and paying a deposit.
  • Guarantees: Various guarantees are offered depending on the type of work (e.g., 1-year for labour, 2 to 10 years for parts).
  • Re-scheduling: If work cannot be completed due to unforeseen circumstances, we will reschedule and leave the property secure. Additional parts or time may be required.
  • Customer Satisfaction: We request that you sign off on work upon completion to ensure you’re fully satisfied.

3. What Do We Mean by “Services”?

Anything offered by County Secure Ltd either paid or unpaid.     

  • Enquiries
  • Professional Advice
  • Quotations
  • Project Work
  • Installations
  • Repair Work 
  • Call-outs
  • Servicing
  • Guarantees

4. Terminology

For the purpose of these Terms:

  • “Us, We, Our, The Company” refers to County Secure Ltd. or our trading name, County Secure Double Glazing Repairs.
  • “You” refers to the customer (the individual or organisation for whom we carry out work).
  • “Engineer” refers to our representative who carries out the work.

5. Quotations and Booking

  • Quotations Validity: All quotations are valid for 30 days from the date of issue.
  • Deposit: A 50% deposit is required to confirm a booking, allowing us to order any necessary parts or materials.
  • Additional Work: Any changes to the original scope of work may result in an updated quote.
  • Payment Terms: Full payment is required upon completion of work, and we accept credit/debit cards or cash.

6. Hourly Rate Work

For work charged at an hourly rate, you will be billed for:

  • Labour: The time spent by our engineer carrying out work, including reasonable time spent sourcing non-stocked materials.
  • Materials: Materials supplied by us.

Time for breaks (e.g., lunch) is non-chargeable. All charges are subject to VAT at the prevailing rate.

7. Quoted Fixed Price Work

If you receive a written quotation from us, the total charge will be fixed (with manifest errors exempted), and inclusive of labour and materials. The quotation may be revised in the following cases:

  • Additional work instructed by you.
  • An increase in the price of materials after the quotation.
  • Further work required not anticipated during quotation preparation.
  • Manifest errors in the original estimate.

Insurance reports incur a nominal fee of £125.00 + VAT. 

We will only be bound by written, signed quotations and not by verbal quotes or those containing manifest errors.

8. Special Offers & Incentives

From time to time, we may offer special promotions.  These offers will include specific terms and conditions, and may be used in conjunction with each other at our discretion.

9. Material Collection

On occasion, our engineers may need to leave the site to collect additional materials.  We will make every effort to ensure the time spent collecting materials does not exceed 45 minutes. 

If the collection time is likely to exceed this, we will notify you.

10. Re-scheduling of Work

  • Before Arrival: If, for any reason, we are unable to complete the scheduled work on the agreed date (e.g., unforeseen circumstances, part delays, or scheduling conflicts), we will notify you promptly. In this case, we will reschedule the work at the earliest mutually convenient time. 
  • During the Job: If we are on-site and encounter an unforeseen issue that prevents us from completing the work on the same day (e.g., additional parts are required, or we need more time to finish), we will secure the property and inform you of the situation.  We will arrange for a follow-up visit as soon as possible to complete the job. This may require ordering additional parts or allocating more time, and we will communicate any adjustments to the original quotation if necessary.

In both cases, we will make every effort to minimise any inconvenience and ensure the work is completed to the highest standard as soon as possible.

11. Invoices & Payment

  • A 50% deposit is required to confirm your booking.
  • The balance is due upon completion of work.
  • We accept credit/debit cards or cash as payment.
  • Invoices or payments on account must be agreed in writing in advance.
  • Late payments may incur interest at a rate of 5% over the base interest rate.

You are responsible for full payment, unless you disclose you are acting on behalf of a third party.

12. Timekeeping

We will do our best to attend your property at the agreed time.  We are not liable for delays caused by factors beyond our control (e.g., late delivery of parts or traffic). 

If delays occur, we will provide a reasonable extension of time.

13. Cancellation and Refund Policy

Once a quotation has been accepted and a deposit has been paid, a 10% cancellation fee may apply if you decide to cancel.  This fee helps cover administrative costs, time spent scheduling, and any materials ordered.

If you need to cancel, please notify us as soon as possible. The final refund will be calculated after the cancellation fee has been deducted.

14. What to Expect Upon Completion

Once work is completed, our Engineer will ask you to sign off on the work to confirm satisfaction.  This will include ensuring all functions are working properly and that you’re happy with the results. 

We encourage you to check all aspects of the work to ensure everything is in good order.

15. Satisfaction Guarantee

County Secure Ltd is committed to delivering high-quality work.  If you’re not completely satisfied with our service, please notify us in writing (via email or post) within 10 days.  We will inspect the issue and carry out any necessary remedial work.  Failure to notify us within the given timeframe may void your guarantee.

16. Guarantee

  • Labour: 12 months on workmanship.
  • Parts: Varies by product, but typically 2–5 years depending on the part (see individual guarantees for details).

The guarantee covers faulty workmanship but is void if the work is misused, tampered with, or altered by anyone other than a County Secure Engineer.

We will not guarantee materials provided by you, nor will we be liable for any damage arising from them.

17. Liability

We are only liable for rectifying our own guaranteed work. We are not responsible for damage caused by work we did not carry out or due to circumstances beyond our control.

We are not liable for consequential damages or defects that arise from recommended work which was not undertaken.

18. Title of Goods

Goods remain the property of County Secure Ltd until fully paid for.  Until payment is complete, we have the right to reclaim, sell, or dispose of goods as necessary.

19. Force Majeure

We are not liable for delays or failure to carry out our obligations due to events beyond our control, including but not limited to extreme weather, natural disasters, strikes, or supplier delays.

County Secure Ltd. is incorporated in England and Wales. 

Our registered company number is 12051447.
*Registered office: The Old Coach House, 83a Victoria Road, Farnborough, GU14 7PP.
VAT number: 361679961.