Terms & Conditions

Terms & Conditions

1.0 DEFINITIONS
“Buyer” means the person or company placing the Order with the Seller.
“The Seller” means Caddy Windows Ltd, registered in England & Wales No. 04404519.
“Order” means the instruction placed by the Buyer to the Seller for the supply of goods and/or services and any subsequent Variation.
“Goods” means the frames, glass, parts and components as described in the Order.
“Services” means survey, delivery and installation as described in the Order.
“Installation” means fitting the goods and completing the necessary making good.
“Commencement” means the Seller starting the works as described in the Order.
“Lead Time” means the provisional dates provided by the Seller for delivery, commencement, installation or completion.
“Making Good” means the process of finishing off the installation of the windows and doors internally and externally, usually around the immediate perimeter.
“Working Day” means any day except Saturday, Sunday or public holiday between the hours of 8am to 4pm.
“Variation” means any variation, addition or amendment to an existing Order as evidenced in writing and agreed by both the Seller and the Buyer.
“Completion” means when practical completion of the Order is achieved, excluding minor defects or items covered under guarantee that can be rectified at a later date.

2.0 GENERAL
2.1 Any Order, whether following a quotation, tender or otherwise, shall incorporate these Terms and Conditions of Sale. The Seller shall not be bound by any modification or addition except as expressly agreed in writing by The Seller.
2.2 The Seller reserves the right, at its discretion, to adjust any glass, part, or component specification where necessary to comply with Building Regulations, FENSA, British Standards, or to maintain product performance, safety, visual uniformity, or continuity of supply, without this constituting a Variation.
2.3 All drawings and designs are viewed from outside the property and are illustrative only. Colours, hardware, product visualisations, and appearances may differ from those shown in drawings, quotations, the website, social media, or other literature. The final specification may vary where required to comply with regulations, manufacturing tolerances, or for aesthetic or technical consistency. Any amendments identified during survey or prior to manufacture that are necessary for compliance, safety, or performance will be incorporated into the Order without requiring separate approval. Product visualisations and computer generated images are indicative only and may not represent the exact hardware, glazing configuration, or accessories supplied.
2.4 If the specification or drawings are supplied by the Buyer, the goods will be manufactured in accordance with the details provided. The Seller shall not be responsible for checking the accuracy of such specifications. The Buyer shall indemnify The Seller against any losses arising from incorrect or incomplete instructions.
2.5 Once the Buyer accepts the specification and/or drawings provided by The Seller, any further change requested shall constitute a Variation.
2.6 The Buyer agrees that The Seller may use cameras on site for survey, quality, or marketing purposes.
2.7 The Buyer warrants authority to place the Order and accepts responsibility for obtaining any necessary consents (planning, building regulations, or conservation). The Seller accepts no liability for the Buyer’s failure to obtain such approvals.
2.8 Nothing in these Terms affects the Buyer’s statutory rights under the Consumer Rights Act 2015.
2.9 The Seller may amend these Terms and Conditions at any time without prior notice. The version published on the Seller’s official website at the time an Order is accepted shall be the definitive and binding version for that Order. The Seller reserves the right, at its discretion, to apply updated Terms to any unconfirmed quotation or future Order not yet accepted. No previous, printed, verbal, or outdated versions shall have any effect.
2.10 The Seller’s Quotation Glossary forms part of these Terms and Conditions and applies to all Orders where referenced. Each definition within the Quotation Glossary describes the scope and extent of the Seller’s obligations for that specific item. Where any discrepancy arises between the Quotation Glossary and these Terms, the provisions shall be interpreted in a manner consistent with the Seller’s intended scope of works as described within the Order.
2.11 Optional or compatible features, accessories, hardware, glazing types, smart lock compatibility, and similar items shown on quotations, drawings, visualisations, or marketing materials are indicative only and subject to design compatibility, manufacturing constraints, and supplier availability. The Seller reserves the right to substitute or omit such features where necessary, including where such features are shown on the quotation, without this constituting a defect, variation, misrepresentation, or breach of contract.

3.0 QUOTATIONS
3.1 Any quotation provided by The Seller is subject to detailed survey and is valid for 30 days unless otherwise specified.
3.2 Unless expressly stated otherwise in writing, all building, structural, scaffolding, and other associated trades or works are excluded from the Seller’s quotation. Such works must be arranged and paid for directly by the Buyer.

4.0 DELIVERY, COMMENCEMENT & COMPLETION
4.1 Any lead time or date named by The Seller is given in good faith and intended as an estimate only. The Seller shall not be liable for any loss or damage arising from delays in delivery, commencement, installation, or completion, provided reasonable care and skill has been exercised.
4.2 The Buyer must remove or protect fixtures and fittings near the work area before installation. Removal or reinstatement of such items, including curtain rails and blinds, is excluded. If The Seller removes these to enable work, this is done at the Buyer’s risk.
4.3 The Seller may, at its discretion, accommodate requests to postpone an agreed installation date. Where the reserved slot cannot be filled, a postponed installation charge of £200 per booked installation day will apply.
4.4 If materials are held following a postponement, a storage fee of £25 per week will apply until installation commences. A new date will be offered based on the next available slot, and all charges must be paid in full before confirmation.
4.5 If the Buyer chooses to store the goods, The Seller may release them once all balances and charges are paid. A delivery fee will apply where delivery is requested, and liability transfers to the Buyer upon collection or delivery.

5.0 ACCESS & CONDITION
5.1 Where installation is included, The Seller requires consecutive working-day access to complete the works. If access or ability to work is denied after commencement for any reason, The Seller reserves the right to invoice for reasonable costs, time lost, or the full balance for work completed to date.
5.2 The Seller shall not be liable for damage to surrounding finishes, plaster, tiles, flooring, or decorations reasonably incidental to the removal or installation of the goods, provided reasonable care and skill have been exercised. This includes, without limitation, tiled surfaces, splashbacks, or other finishes directly adjoining the frames.
5.3 The Seller accepts no responsibility for any cracking, displacement, or collapse of surrounding brickwork, heads, or openings, or for any similar issues arising from the condition of the property, concealed defects, or the removal of existing frames or supports. Any associated remedial work required shall remain the responsibility of the Buyer.
5.4 The Seller shall not be liable for any post-installation cracking or movement arising from building settlement, thermal expansion, or environmental conditions.
5.5 If the Buyer or any third party interferes with, alters, removes, adjusts, or attaches any item to the goods or installation during or after the works, the Seller shall not be responsible for any resulting defects, damage, compliance issues, certification delays, or performance issues, and the product guarantee shall be invalid. This includes, but is not limited to, drilling, fixing, attaching, hanging, or mounting items such as door knockers, doorbells, cameras, numerals, wreaths, decorations, or similar accessories

6.0 SCOPE OF MAKING GOOD
Where installation of the goods is included within the order:
6.1 Painting, redecorating, wallpapering, and any colour matching to existing finishes are excluded. The Seller makes no guarantee or undertaking that new materials will visually match existing finishes.
6.2 Making good to the immediate proximity of internal plaster reveals within 10cm, where possible, using appropriate building materials such as plaster, plastic trims, and sealant, as deemed necessary at the discretion of The Seller. The Seller reserves the right to use whichever style, size, and colour are deemed most appropriate unless specified otherwise and detailed within the Order.
6.3 Making good to the immediate proximity of external reveals within 10cm, where possible, using appropriate building materials such as render, plastic trims, and sealant, as deemed necessary at the discretion of The Seller. The Seller reserves the right to use whichever style, size, and colour are deemed most appropriate unless specified otherwise and detailed within the Order. Specialist render types, including K Rend, Silicone Render, Monocouche, or similar systems, are excluded from this scope and remain the Buyer’s responsibility.
6.4 Any new building materials applied by The Seller may differ in look, texture, or colour from existing materials, particularly where old meets new. Colour and texture matching are not guaranteed.
6.5 If internal timber architrave or timber window boards are agreed within the Order, The Seller reserves the right to select whichever size and style are deemed most appropriate during installation, such as decorative or flat architrave and internal bullnose timber window boards, unless specified otherwise and detailed within the Order.
6.6 The Seller accepts no liability for any making good, repair, or reinstatement beyond this scope, including any works required to specialist finishes or surrounding structures. Any additional works requested by the Buyer shall be treated as a Variation and priced accordingly.
6.7 For the avoidance of doubt, any items not expressly specified within the Order are excluded. This includes, but is not limited to, decorating, tiling, replacement skirting, replacement window boards, and the removal, adjustment, or re-fitting of fixtures and fittings such as curtains, blinds, cables, alarm contacts, doorbells, gas pipes, and cladding.

7.0 INSPECTION
7.1 The Buyer shall inspect the Goods immediately upon delivery or installation and shall notify The Seller in writing within 48 hours of any visible defects, damages, shortages, or installation concerns apparent at the time of completion.
7.2 The Seller shall have no liability for any claim relating to visible or delivery-related issues that is not reported within this period. Any such claim received after 48 hours may be rejected where the issue should reasonably have been identified during inspection.
7.3 Failure by the Buyer to inspect and report within this period shall constitute acceptance that the Goods and installation are satisfactory in all visible respects.
7.4 This clause does not affect the Buyer’s statutory rights in respect of hidden or latent defects which could not reasonably have been identified at the time of installation.
7.5 Site observations and product assessments will be carried out in accordance with the standards of the Glass and Glazing Federation (GGF), relevant British Standards, or The Seller’s own quality guidelines where applicable.

8.0 PAYMENT TERMS | RETAIL BUYERS
8.1 The Buyer must pay in full prior to delivery or installation unless alternative payment terms have been agreed in writing by The Seller.
8.2 Final balances are due on completion or sign-off by The Seller, unless the installation is taking place in agreed phases, in which case the Buyer must release payment for work completed to date on each occasion. Completion shall not be delayed or withheld unreasonably by the Buyer.
8.3 All goods remain the property of The Seller until payment in full is received.

9.0 PAYMENT TERMS | ACCOUNT TERMS
9.1 When goods are ready for collection or delivery, or at monthly intervals, or on completion of works, The Seller will raise and deliver an invoice to the Buyer in proportion to the quotation sum, or as soon as possible thereafter. This invoice must be paid immediately unless pre-agreed payment terms have been authorised in writing, up to a maximum of 30 days from the invoice date.
9.2 Interest will be charged on overdue balances under the Late Payment of Commercial Debts (Interest) Act 1998, calculated on a daily basis from the first Working Day after payment becomes due.
9.3 The Seller reserves the right to recover all costs and expenses incurred in collecting overdue amounts or otherwise enforcing its rights under these Terms, including all reasonable legal, administrative, enforcement and tracing costs, on a full indemnity basis.

10.0 FENSA
Where installation of the goods is included within the order:
10.1 If applicable, The Seller will register the installation with FENSA shortly after the completion date. Certification and guarantee documentation will be forwarded to the Buyer and the Buyer accepts that this process can take up to 8 weeks from the completion date; during this period, the Buyer agrees that they will not withhold remittance to the Seller pending documentation.
10.2 FENSA covers the replacement of external windows, doors, roof windows and roof lights against the relevant Building Regulations in domestic properties on the original footprint of the property where the use or size of rooms have not been altered.
10.3 FENSA does not cover contractual issues, issues outside of Building Regulations, compensation claims, cosmetic issues, new builds, extensions, conservatories, conversions of any type e.g. flat to houses (and vice-versa), commercial premises, planning issues, guarantee issues, listed buildings, external porch areas, detached garages & sheds, caravans & mobile homes, repair work, domestic properties on secure Ministry of Defence sites.
10.4 Any documentation, including but not limited to the FENSA Certificate, can be withheld until full payment has been received. The Seller shall not be liable for any delay or consequences arising from FENSA’s processing times, administrative procedures, or decisions.

11.0 PRODUCT GUARANTEE & AFTERCARE
11.1 Product guarantees are provided separately and governed by the Seller’s published Guarantee Terms & Conditions, available at www.caddywindows.co.uk/guarantee.
11.2 Unless expressly stated otherwise, the guarantee covers parts only and excludes labour, attendance, access, making good, or consequential loss. Condensation on internal or external glass surfaces is not covered, as it results from environmental or atmospheric conditions rather than product failure.
11.3 Guarantee cover is suspended or void if payment remains outstanding, access is refused, or the Seller is prevented from completing or returning to rectify works.
11.4 This clause relates solely to the Seller’s voluntary product guarantee and does not affect the Buyer’s statutory rights under the Consumer Rights Act 2015.

12.0 DISPUTE RESOLUTION
12.1 If the Buyer is unsatisfied with the goods or installation, the Buyer must give The Seller the opportunity to investigate and attempt to rectify or resolve the problem in accordance with The Seller’s Customer Complaints Policy before escalating the complaint to FENSA, The Glazing Arbitration Scheme (TGAS), Alternative Dispute Resolution (ADR), or legal proceedings.
12.2 For all non-Building Regulations related complaints, The Seller must have the opportunity to investigate and attempt to rectify or resolve the problem in accordance with The Seller’s Customer Complaints Policy before escalation to TGAS, provided the complaint has remained unresolved for 56 days or more. The Buyer will be required to contribute towards the cost as specified by TGAS. TGAS Arbitrators conduct impartial reviews of disputes between TGAS traders and their customers, and their decisions are final and legally binding on both parties.
12.3 For all Building Regulations related complaints, after investigation, if the Buyer does not agree with The Seller’s final response that the works have been carried out as per the Order and in compliance with Building Regulations, the Buyer may escalate the complaint to FENSA within 5 working days at the Buyer’s expense. The Buyer must inform The Seller of the date and time of the FENSA inspection and allow The Seller to attend. If the FENSA-appointed inspector confirms the works comply, the Buyer agrees to immediately settle any outstanding balance, including any interest accrued. If FENSA agrees with the Buyer, The Buyer must provide The Seller with access to rectify the issue.
12.4 If FENSA requests remedial work following an inspection, The Seller will arrange this at no cost to the Buyer. If access is refused or not provided within a reasonable time, The Seller shall be discharged from all further obligations, and the works shall be deemed accepted in full.
12.5 Where access is refused or not provided for remedial works reasonably required to complete the installation or achieve Building Regulations compliance, the Seller may notify FENSA that the works cannot be completed due to lack of access. In such circumstances certification may not be issued and the matter may be referred to Local Authority Building Control. Responsibility for achieving compliance with Building Regulations shall then rest with the Buyer as the property owner.

13.0 CANCELLATION RIGHTS
13.1 Under the Consumer Contracts Regulations 2013, the goods supplied by The Seller are defined as bespoke and made to the Buyer’s specifications. Accordingly, the Buyer’s statutory cancellation rights may be limited where the goods are bespoke or made to the Buyer’s specifications.
13.2 If The Seller, at its sole discretion, agrees to allow the cancellation of an Order before manufacture has commenced, the Buyer shall be liable for a pre-estimated cancellation charge reflecting administrative time, design review, scheduling, and costs incurred up to the date of cancellation:
(a) 10% of the total Order Value if the cancellation is received within 48 hours of the order being placed by the Buyer.
(b) 20% of the total Order Value if the cancellation is received after 48 hours but before manufacturing or material ordering has commenced.
13.3 Once manufacturing has commenced, materials have been ordered, or fabrication has been scheduled, the full Order Value is payable and no refund or cancellation will be accepted.
13.4 All cancellations must be formally requested in writing by the Buyer and agreed in writing by The Seller.

14.0 DEFAULT, NON-PAYMENT & INSOLVENCY
14.1 If the Buyer fails to pay any sum due, becomes insolvent, or commits a material breach, all sums outstanding become immediately payable. The Seller may:
(a) Require advance payment before further deliveries.
(b) Suspend or cancel further work.
(c) Recover costs incurred in enforcing payment, including legal and tracing costs.
14.2 Title to goods remains with The Seller until payment is received in full. The Seller may repossess unpaid goods and enter premises where they are held.
14.3 Where payment is overdue, The Seller may suspend further deliveries, installations, or services until payment is received in full. Suspension under this clause shall not constitute a breach of contract by The Seller.

15.0 FORCE MAJEURE
15.1 The Seller shall not be liable for any delay or failure in performing its obligations caused by events beyond its reasonable control, including but not limited to acts of God, fire, flood, storm, pandemic, war, terrorism, civil unrest, industrial action, transport or supply chain disruption, power failure, or government restriction. In such circumstances, the Seller may cancel, postpone, or reschedule all or part of the Contract without liability or obligation to refund payments already received for goods or work undertaken.

16.0 TITLE
16.1 Title to the Goods, including legal and beneficial ownership, shall remain with The Seller until full payment of all sums due under the Contract has been received in cleared funds. Until such time, The Buyer shall hold the Goods as bailee and shall keep them in good condition, properly stored and insured, and shall not sell, transfer, install, or otherwise dispose of them. If the Buyer fails to make payment in full, The Seller reserves the right to recover or resell the Goods and to enter the Buyer’s premises, or any premises where the Goods are located, for the purposes of repossession. This clause shall survive termination of the Contract.

17.0 PRIVACY
17.1 The Seller takes data protection seriously. All personal data is collected, processed, and stored in accordance with applicable data protection laws, including the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. The Seller shall only use the Buyer’s data for the purpose of fulfilling the contract, providing related services, and for marketing where consent has been obtained. Reasonable technical and organisational measures will be taken to protect personal data; however, The Seller accepts no liability for any loss or unauthorised access unless caused by The Seller’s proven negligence. The Seller’s full Privacy Policy is available upon request and on The Seller’s website.

18.0 LIMITATION OF LIABILITY
18.1 Nothing in these Terms and Conditions shall limit or exclude The Seller’s liability for death or personal injury caused by its negligence, fraud or fraudulent misrepresentation, or any matter for which it would be unlawful to exclude or restrict liability.
18.2 Subject to clause 18.1, The Seller’s total liability to the Buyer in respect of any individual defective Goods or Services shall be limited to the amount actually paid by the Buyer for those specific Goods or Services. Under no circumstances shall The Seller’s total liability in respect of any claim exceed the price paid for the item to which the claim relates.
18.3 The Seller shall not be liable for any indirect, special or consequential loss, including any claim for compensation, or for loss of profit, revenue, business, opportunity, goodwill, or anticipated savings, whether arising in contract, tort (including negligence) or otherwise.
18.4 The Seller shall not be liable for any delay, defect or failure caused by the Buyer’s actions or omissions, the acts of third parties, or events outside The Seller’s reasonable control.
18.5 The Seller shall not be liable for perceived noise, vibration, or air movement where products have been installed in accordance with manufacturing and regulatory requirements.
18.6 This clause does not affect the Buyer’s statutory rights under the Consumer Rights Act 2015, where applicable.

19.0 APPLICABLE LAW
19.1 These Terms and any Contract shall be governed by the laws of England and Wales, and disputes shall be subject to the exclusive jurisdiction of the English Courts.
19.2 If any provision of these Terms is held to be invalid or unenforceable, the remaining provisions shall continue in full force and effect.