Terms & Conditions

Terms and Conditions for the supply of goods and services.

These Terms and Conditions shall apply to the provision of Products and Services by Doctor Glass (“Doctor Glass”), a sole trader business whose trading address is Templars Firs, Royal Wootton Bassett, SN4 7EN, to customers that require their Services.

1. Definitions

In these Terms and Conditions, the following definitions apply:

• “Agreement” means the contract into which the Parties will enter on Your acceptance of the Quote and of these Terms and Conditions, which shall incorporate, and be subject to, these Terms and Conditions.
• “Parties” means You and Doctor Glass, and “party” shall mean either.
• “Price” means the price payable for works.
• “Products” means the Products required to render the Services which Doctor Glass shall procure and supply (unless otherwise agreed).
• “Quote” means a Quote detailing proposed fees and Services supplied to You.
• “Services” means the Services and Products as detailed in the Quote.
• “Terms” means these terms and conditions and any other document or correspondence referred to within them.
• “Works” means the installation works as described in the Quote, or any other document or email issued by Doctor Glass, as may be varied by Agreement in writing between the parties.
• “Writing” includes electronic mail and comparable means of communication.
• “You/Your” means the individual or business that requires the Services subject to these Terms and Conditions and the Agreement.

2. Acceptance of Order (The Agreement)

Quotes provided by Doctor Glass are valid for 28 days.

The Quote and these Terms together form the entire Agreement between You and Doctor Glass.

A contract between You and Doctor Glass will only be formed once You have accepted the Quote, either in writing or verbally.

Your acceptance of the Quote is considered an offer to purchase the listed Products and Services. The Agreement begins when Doctor Glass confirms Your Order.

You must review all details with Doctor Glass’s representative before signing the Agreement, as changes cannot be made later.

Once You accept the Quote, Doctor Glass will order the Products listed. If You cancel after this point, You will be responsible for any costs Doctor Glass has incurred.

Due to the unique nature of each job, additional specific terms may apply. These will be included with the Quote and highlighted for You.

Images, descriptions, or illustrations on Doctor Glass’s website or marketing materials are for general guidance only and do not form part of the contract.

These Terms apply to all contracts between You and Doctor Glass and override any other documentation or communication from You.

No changes to these Terms are valid unless agreed in writing by an authorised representative of Doctor Glass.

3. Quotes

Doctor Glass may amend or withdraw a Quote at any time before You accept it. Quotes are deemed withdrawn if not accepted within 28 days.

Quotes are based on a visual inspection of the property. If unforeseen conditions arise during the work, additional charges may apply.

Quotes assume the work will be carried out during normal working hours. Additional charges may apply for work outside these times.

The quoted price includes the estimated costs of Products and Services. If additional Products are needed, the final price will be adjusted accordingly. Any increases will be kept to a minimum.

If material or service costs increase between Your acceptance of the Quote and the start of work, Doctor Glass will notify You of any price changes.

Doctor Glass may revise the Quote in the following situations:

• If You request additional work or Services not covered in the original Quote.
• If unexpected work is needed, such as upgrading an existing installation.
• If an error in the original Quote is discovered.

If You cancel after accepting a Quote, You must reimburse Doctor Glass for all costs incurred, including labour, materials, and equipment hire, except where exercising your Statutory Right to Cancel (see below) applies.

Prices and Payment

Prices exclude VAT. All payments must be made in pounds sterling.

After accepting Your Order, Doctor Glass will issue an invoice for the total quoted price. Payment is due within 21 days of the invoice date unless agreed otherwise.

Time for payment is of the essence to the Agreement.

The preferred payment method is bank transfer, but payments by cheque are also accepted. Cheques must be payable to “Doctor Glass”.

You are responsible for any charges caused by dishonoured cheques.

Queries on invoices must be raised within seven (7) days. Any undisputed amount must still be paid on time.

If payment is late:

• Doctor Glass may cancel the Agreement or suspend further work.
• Interest will be charged at 8% above the Bank of England base rate, accruing daily, from the due date until payment is received.
• Costs incurred in collecting overdue payments, including legal fees, will be charged to You.

Guarantees or certificates for work will not be issued until full payment is received.

Quality of Products

Products supplied will meet consumer rights and be of merchantable quality, suitable for normal use.

Variations in tint, colour, pattern, or finish may occur due to manufacturing processes, and consistency is not guaranteed.

The same conditions apply to any repairs or replacements.

Supply of Services (Installation)

Work will follow the agreed Quote and any amendments made by mutual Agreement.

Dates for work are estimates, not guarantees. Doctor Glass is not liable for delays caused by suppliers, weather, or unforeseen problems. You will be notified as soon as possible of any delays.

If installations overrun due to unexpected issues, these are typically outside Doctor Glass’s control.

During installation:

• Work will be completed to a high standard, following manufacturer instructions.
• Doctor Glass will leave the area clean and minimise dust and disturbance.
• Health and safety risks will be mitigated where possible.
• Matching finishes are not guaranteed, especially if weathering or unavailable materials affect outcomes.
• Doctor Glass cannot be held responsible for damage to grass, plants, or landscaping caused by scaffolding or access.
• Waste removal costs are included in the Quote.

During the removal of beading or other existing materials as part of the repair process, minor damage to existing frames and/or hardware may occur. While Doctor Glass will take all reasonable care to minimise such damage, it is understood that:

• Minor damage is often unavoidable due to the nature of the work and the condition of the existing materials.
• Any necessary touch-up repairs to the frames will be Your responsibility unless specifically included in the Quote. Doctor Glass is happy to provide a surface repair kit for this purpose.
• Doctor Glass will not be liable for pre-existing defects, weaknesses, or hidden issues in the surrounding structure that may lead to additional damage during the beading removal process.

Doctor Glass cannot accept liability for any issues arising from existing fixings, pressure plates, face caps, weather seals, or gaskets when replacing glass units within existing profiles. Where necessary, waterproof sealant will be applied by Doctor Glass’s installers to ensure proper sealing.

Doctor Glass cannot accept liability for any issues related to existing fixings or holes made in the window frames. If there is a load bearing on the top of the frame, Doctor Glass cannot be held responsible for any future problems with the newly fitted hinges.

• If existing fixing holes are too large to accommodate new screws, rivets will be used as an alternative.
• Doctor Glass accepts no liability for water ingress, rust, or other issues affecting the fixings after installation.

Doctor Glass cannot accept responsibility for:

• Damage to uPVC frames or glass caused during attempts to bypass a seized locking mechanism.
• Alterations to the framework required to retrofit non-profile-related lock keeps for the fitted locking mechanism.
• Non-like-for-like replacements of locks, as not all locks are compatible.
• Frame defects or break-ins following the installation of locks.

If existing fixings are rounded off or rusted, the job may be aborted at any time.

If, for any reason, we are unable to repair or resolve the issue (such as jammed patio doors or windows) there will still be a charge for the labour used in the attempt.

If major damage occurs due to Doctor Glass’s negligence, it will be addressed in accordance with the terms of this Agreement.

Changes to the work required by law or safety regulations will be implemented and communicated to You, provided they do not materially affect the work’s nature or quality.

Postponement

Postponing an installation with less than 48 hours’ notice may incur a rebooking fee.

Multiple postponements may result in a revised Quote to reflect changes in costs.

If postponed for more than six (6) weeks after Products are ready, storage charges may apply.

Warranty and Guarantee

Products are covered by the manufacturer’s warranty. Labour has a 12-month rectification period for faults or defects.

Faulty or replacement Products will be replaced free of charge for up to one month from date of installation, subject to manufacturer’s terms and conditions. Thereafter Doctor Glass will charge appropriate labour costs at the prevailing rate for replacement of any faulty parts, as manufacturers will not cover labour costs.

Guarantees and warranties are void if work or Products are tampered with or modified (by anyone other than Doctor Glass), neglected, or used improperly.

Doctor Glass is not responsible for materials supplied by You or third parties.

Work completed against Doctor Glass’s advice is not guaranteed.

Additional limitations:

• The installation of double-glazed sealed units will not eliminate condensation. This is dependent upon the environment within the property. Doctor Glass cannot guarantee condensation in Your property will be eliminated.
• Minor imperfections in glass inherent to the manufacturing process are not covered by liability.

Title and Risk

Risk in the Products passes to You once they are delivered.

Ownership of the Products (title) remains with Doctor Glass until all payments for the relevant invoice and any other outstanding invoices are received in full.

If You fail to pay or become subject to any events listed in the Termination clause below before ownership passes:

Doctor Glass may require You to return all Products in Your possession that have not been permanently fixed.

If You do not comply, Doctor Glass may enter Your premises or any third-party location where the Products are stored to recover them. Doctor Glass will not be responsible for any damage caused during this removal.

Your Obligations

Doctor Glass assumes access to basic facilities at Your premises, such as electricity, water, and toilets. Inform Doctor Glass in advance if these are unavailable.

You are responsible for the following:

• Clearing the work area of obstacles and possessions before installation begins. Doctor Glass is not liable for any damage to items left in the work area.
• Removing and re-fitting curtains, blinds, or disconnecting/reconnecting alarm systems linked to windows or doors.
• Ensuring Services like radiators, pipes, cables, aerials, satellite dishes, or alarm equipment are moved as needed.
• Obtaining permission to access neighbouring or third-party property if required. You will indemnify Doctor Glass against any claims arising from such access.
• Providing parking permits or permissions if parking restrictions apply.

By proceeding with the agreed works, it is assumed that You have obtained all necessary permissions. You are liable for any losses or damages suffered by Doctor Glass due to delays or failures in meeting Your obligations.

If You fail to meet Your responsibilities or delay the work:

• Doctor Glass may suspend the work until the issue is resolved.
• Doctor Glass will not be liable for any delays or losses You incur as a result.
• You must reimburse Doctor Glass for any costs or losses caused by Your failure to meet Your obligations.

Data Protection

“Data Protection Legislation” refers to the Data Protection Act 2018 and related laws in England and Wales, including updates.

Doctor Glass collects, uses, and stores Your personal information in line with data protection laws.

Full details of how Your information is managed are in Doctor Glass’s privacy policy.

Doctor Glass will not share Your personal data with third parties for marketing purposes without Your consent.

Photographs may be taken for promotional purposes (e.g., social media or the website). By agreeing to these terms, You consent to this. Doctor Glass retains the copyright but will share photos with You on request.

Limitation of Liability

Doctor Glass’s total liability is limited to the amount You paid for goods and Services under this Agreement.

Doctor Glass is not liable for:

• Indirect, special, or consequential losses.
• Loss of profits, business, goodwill, or expected savings.
• Damage caused by misuse, negligence, or failure to follow care instructions.

Doctor Glass does not limit liability for:

• Death or personal injury caused by negligence.
• Fraud or fraudulent misrepresentation.
• Any liability which cannot be excluded under English law.

Liability for defective Products is limited to repair, replacement, or refund, at Doctor Glass’s discretion.

This clause survives termination of the Agreement.

Defects

Doctor Glass will repair or address defects within the warranty period if they result from a breach of obligations under this Agreement.

Faulty Products or Services must be reported in writing within 7 days of delivery or completion. After this period, they are deemed accepted.

Doctor Glass or its insurers must be allowed to inspect the defects before any remedial work. This applies only to fully paid Products or Services.

If the defect is not caused by Doctor Glass’s work, You may be charged for the inspection at the standard rate.

Doctor Glass may refuse remedial work if:

• Full payment has not been received.
• Evidence that Doctor Glass carried out the original work is insufficient.

Exclusions:

• Doctor Glass only honours manufacturers’ guarantees for Products they supply.
• No liability for defects caused by misuse, third-party actions, or structural issues like subsidence.

Notice of Your Statutory Right to Cancel (Individuals only)

Important: This clause applies only if the Agreement was made outside Doctor Glass’s premises, such as in Your home, by email, phone, or online.

For Products that are not custom-made or tailored to Your specific requirements (i.e., standard sizes), as an individual consumer, You have a statutory right to cancel this Agreement within 14 calendar days, starting from the date the Agreement begins.

To cancel, You must notify Doctor Glass in writing, either by post or email. A cancellation notice is considered served as soon as it is posted or sent.

If You request Doctor Glass to commence Services within the 14-day cancellation period, You must make an express request for them to do so. In such cases:

• Your right to cancel remains valid until the earlier of the end of the cancellation period or the completion of the Services.
• If You cancel during the period, Doctor Glass may charge You for any work completed up to the date they receive Your cancellation notice. A proportionate refund will be issued for any balance owed.

Your right to cancel does not apply to custom-made Products or those made to measure based on Your specifications. Once Services are fully performed, the right to cancel also ceases to apply.

Right of Termination

Doctor Glass reserves the right to terminate the Agreement immediately in any of the following circumstances:

• You become insolvent or enter into an insolvency arrangement.
• You suspend, threaten to suspend, or cease operations, or threaten to cease operating the majority of Your business.
• If You are an individual, You die, become incapable of managing Your affairs due to illness or incapacity, or become subject to mental health legislation.
• Your financial position deteriorates to the extent that Doctor Glass reasonably believes You cannot fulfil Your obligations under the Agreement.

If either party breaches a material provision of the Agreement, the non-breaching party may terminate it immediately. The breaching party must indemnify the non-breaching party for any reasonable damages resulting from the breach.

Doctor Glass also reserves the right to terminate the Agreement immediately with written notice if You fail to make a payment by its due date.

All termination notices must be submitted in writing.

Consequences of Termination

If the Agreement is terminated for any reason:

• All unpaid invoices, including interest, become immediately due.
• Any materials supplied by Doctor Glass that have not been fully paid for must be returned. If not, Doctor Glass may reclaim them from Your premises.
• Any rights or obligations that existed prior to termination remain enforceable.

Events Outside of Doctor Glass’s Control (Force Majeure)

Neither party is liable for delays or failure to fulfil obligations caused by events outside their reasonable control. These events may include, but are not limited to:

• Acts of God, strikes, lockouts, accidents, war, fire, machinery breakdown, or unavailability of raw materials from natural sources.

In such circumstances, the affected party is entitled to a reasonable extension of time to meet its obligations.

If Doctor Glass is unable to deliver the agreed Products or Services due to such events, they may terminate the Agreement with 14 days’ written notice.

Complaints, Communication and Contact Details

Doctor Glass is committed to providing high-quality Products and Services. If You are dissatisfied, please contact Doctor Glass as soon as possible to resolve the matter amicably.

Complaints or concerns should be raised within 24 hours of receiving the Products or Services. You must allow Doctor Glass a reasonable period to inspect and address the issue.

You can contact Doctor Glass:

• By telephone:
• By email: email us

Other Important Terms

Nothing in these Terms shall prejudice any condition or warranty, express or implied, or any legal remedy to which Doctor Glass may be entitled concerning the Products and Services under any statute, law or regulation.

Nothing in these Terms and Conditions shall affect Your statutory rights as a Consumer.

If, for any reason, any of the terms included in this Agreement become illegal or otherwise unenforceable, the remaining terms will not be affected and will still apply.

The Agreement shall not be assigned or transferred, nor the performance of any obligation sub-contracted, in either case by You, without Doctor Glass’s prior written consent.

The failure by Doctor Glass at any time or for any period to enforce any one or more of these Terms and Conditions shall not be a waiver of them or a waiver of the right to enforce such Terms and Conditions on a future occasion.

A person who is not a party to the Agreement shall not have any rights to enforce its terms.

Governing Law and Jurisdiction

This Agreement shall be governed by and construed under English Law, and the parties agree to submit to the exclusive jurisdiction of the courts of England and Wales.

Model Cancellation Form (for Individuals only)

To exercise your statutory right to cancel, you may use the wording below. Complete it and send it to Doctor Glass, Templars Firs, Royal Wootton Bassett, SN4 7EN, or scan and email it to email us. Alternatively, you can email Doctor Glass with the cancellation request, including your name and address details.

“To Doctor Glass, Templars Firs, Royal Wootton Bassett, SN4 7EN — I/We hereby give notice that I/We cancel my/our contract of sale for the provision of Products and Services.” Please include your date of order, project details, name, address, signature and the date.