- Mon - Fri: 8:30am - 5:30pm | Sat: 9am - 1pm
In these Terms and Conditions, unless the context otherwise requires:
“Business” means Universal Eco Homes Group Ltd, trading as Universal Eco Homes, The Roof Cleaning Experts, and The Loft Insulation Experts.
“Customer” means the person or entity purchasing goods or services from the Business.
“Works” means the services agreed to be carried out by the Business as outlined in the quotation, contract, or agreement.
“Goods” means any materials, coatings, insulation products, treatments, equipment, or other items supplied by the Business as part of the Works.
“Property” means the premises, building, or location where the Works are to be carried out.
“Agreement” means the contract formed between the Business and the Customer once the quotation is accepted and the Works are authorised to commence.
Words used in the singular shall include the plural and vice versa where the context permits. Headings used within these Terms and Conditions are for convenience only and shall not affect the interpretation of the agreement.
These Terms and Conditions form the agreement between Universal Eco Homes Group Ltd, trading as Universal Eco Homes, The Roof Cleaning Experts, and The Loft Insulation Experts (“the Business”) and the Customer for the provision of goods and services.
By accepting a quotation or estimate, signing a finance agreement, making any payment, or allowing the Business to commence the Works, the Customer confirms that they have read, understood, and agreed to be bound by these Terms and Conditions.
These Terms and Conditions shall govern all goods and services supplied by the Business and supersede any previous discussions, agreements, representations, promises, warranties, or understandings, whether written or oral.
A quotation or estimate issued by the Business does not constitute a binding contract until the Business accepts the order. Acceptance may occur through written confirmation, verbal confirmation, receipt of deposit, or commencement of the Works.
The Customer acknowledges that services provided by the Business may involve cleaning, removal, treatment, coating, or insulation processes that interact with existing building materials. These materials may be fragile, deteriorated, poorly maintained, or structurally compromised. The Business shall not be held responsible for damage arising from such pre-existing conditions within the Property.
Nothing within these Terms and Conditions shall exclude or limit liability where such liability cannot legally be excluded under the laws of England and Wales.
Ownership of any Goods or materials supplied by the Business shall remain with the Business until full payment has been received for the Works and any associated charges under this agreement.
Until ownership has passed to the Customer, the Business reserves the right, where reasonably possible and lawful, to enter the Property to recover or remove any Goods supplied where payment has not been made in accordance with these Terms and Conditions.
The Customer must ensure that Goods supplied by the Business remain identifiable and must not sell, transfer, alter, or otherwise interfere with those Goods until full payment has been received.
Where reasonably possible, the Business will carry out an inspection of the Property prior to agreeing to undertake the Works. This inspection may include roofs, walls, loft spaces, driveways, access points, and the availability of utilities where required.
Photographs or video recordings may be taken before, during, and after the Works for documentation, quality control, and evidential purposes.
Any visible damage identified during inspection may be noted within the quotation. However, certain defects or structural issues may not be visible until cleaning, removal, or installation work has begun.
The Customer acknowledges that services such as roof cleaning, wall cleaning, loft insulation work, and spray foam removal may reveal previously hidden defects once moss, debris, insulation, spray foam, or other materials have been removed.
Where additional defects are discovered during the Works, the Business may notify the Customer and pause the Works until the issue is acknowledged and any additional work or costs are agreed.
The Business’s representatives are not qualified structural engineers. The Business does not provide structural surveys and shall not be responsible for identifying structural defects requiring specialist structural assessment. Customers concerned about the structural condition of their Property should obtain an independent structural survey before Works commence.
Where a quotation is provided based on photographs, online mapping services, or customer-supplied information rather than a full inspection, the quotation is provided in good faith and may be revised once the Business attends the Property or the Works commence.
The Customer must ensure that the Property and surrounding work areas are safe, clear, and accessible prior to the commencement of the Works. This includes roofs, lofts, driveways, gardens, patios, and any other areas required for access.
The Customer is responsible for informing neighbouring parties where the Works may affect them in any way, including (but not limited to) situations where vehicles, structures, or other items are located close to the work area.
The Customer is also responsible for removing or adequately protecting any movable items located near the work area, including (but not limited to) vehicles, outdoor furniture, ornaments, plants, equipment, or personal belongings.
The Business shall not be held liable for any loss or damage to items belonging to the Customer or to neighbouring parties where such items have not been removed or adequately protected prior to the commencement of the Works.
During external works, surfaces such as windows, doors, glass panels, conservatories, and surrounding areas may become dirty as a natural consequence of the cleaning or treatment process. The Business may rinse affected areas where reasonably possible; however, professional window cleaning may still be required following completion and will be at the Customer’s expense.
The Customer must inform the Business prior to commencement of the Works if the Property contains fishponds, aquariums, water features, or other sensitive environments, as certain treatments may be harmful to marine life.
Before the Works begin, the Customer must ensure that all doors and windows are securely closed, pets are kept indoors or away from the work area, and children or unauthorised persons are kept clear of all working areas.
Where solar panel systems are present on the Property, the Customer must inform the Business and ensure that such systems are switched off for the duration of the Works where necessary for safety. The Business reserves the right to suspend work where unsafe conditions are identified.
A responsible adult aged 18 years or over must be present at the Property during the Works unless otherwise agreed in writing.
The Customer must ensure that suitable parking is available near the Property for the Business’s vehicles and equipment. Any parking permits, restrictions, or associated costs required to facilitate access shall be the responsibility of the Customer.
The Customer must ensure that no person interferes with the Business’s staff, tools, materials, or equipment while the Works are being carried out.
Any quotation issued by the Business is based on the information available at the time of inspection or on information supplied by the Customer.
Quotations remain valid for a period of three (3) months from the date of issue unless otherwise stated.
The Business reserves the right to amend or revise a quotation prior to or during the Works where additional work, repairs, or materials are required that were not reasonably identifiable during the quotation process.
Where additional work is required, the Business will inform the Customer and provide an updated quotation or estimated cost before continuing with the affected Works wherever reasonably possible.
Any additional works agreed between the parties may result in additional charges being added to the final invoice.
The Customer grants the Business permission to enter and remain on the Property for the purpose of carrying out the agreed Works.
The Business’s operatives may carry out work between the hours of 8am and 6pm Monday to Saturday, unless otherwise agreed.
This includes any reasonable time required to prepare the work area, secure equipment and materials, and make unfinished work safe before leaving the Property.
The Customer agrees to provide safe and reasonable access to the Property for the duration of the Works. This includes ensuring that driveways, pathways, and access points required for ladders, equipment, scaffolding, or materials are kept clear.
Where the Business is unable to carry out the Works due to restricted access, unsafe conditions, or the absence of the Customer where access is required, the Business reserves the right to reschedule the Works to the next available appointment.
Any delays or additional costs resulting from restricted access or unsafe site conditions may be charged to the Customer.
The Customer agrees that the Business may place ladders, scaffolding, tools, machinery, materials, and protective coverings on the Property where reasonably necessary to carry out the Works.
This may include the temporary placement of equipment or materials on driveways, gardens, roofs, patios, or other accessible areas of the Property.
Equipment and materials may remain on the Property for the duration of the Works and for any reasonable period required to safely secure the site or arrange collection following completion.
The Business will take reasonable care when positioning equipment and materials; however, minor disturbance to lawns, pathways, or driveways may occur as a natural consequence of carrying out the Works. The Business shall not be held liable for minor cosmetic effects resulting from necessary site setup.
Where scaffolding or specialist access equipment is required, the Business may arrange such equipment through a third-party contractor at an additional cost, unless otherwise specified in writing.
The Business will use reasonable planning, resources, and efforts to commence and complete the Works within the timeframe or start date communicated to the Customer.
However, the Customer acknowledges that start dates and completion timeframes may change due to circumstances beyond the reasonable control of the Business. These circumstances may include, but are not limited to, staff illness, unsuitable or unsafe weather conditions, delays in the delivery of materials or products, restricted access to the Property, or other unforeseen events.
Where such circumstances arise, the Business will notify the Customer as soon as reasonably practicable and will arrange for the Works to be rescheduled at the earliest available opportunity.
Where possible, the Business will aim to recommence the Works within 28 working days of the original scheduled date. However, where services involve external or weather-dependent works, the timeframe may be extended if unsuitable weather conditions continue.
Delays caused by circumstances outside the reasonable control of the Business shall not constitute a breach of contract.
Payment for goods and services may be made by bank transfer, debit card, credit card (excluding American Express), cash, or approved finance provider, where applicable.
Where finance is used, the Business reserves the right to delay the commencement of Works until written confirmation of finance approval has been received from the Customer’s chosen lender.
Depending on the nature of the Works, the Business may require a deposit of between 10% and 50% of the total contract value before work commences. The exact deposit amount will be confirmed prior to the start of the Works.
All Works are priced and delivered on a project basis, not on a daily or hourly rate.
Unless otherwise agreed in writing, the remaining balance is due in full upon completion of the Works on the same day.
Where Works are expected to take longer than 24 hours, the Business may request staged payments during the project. For example, where a project spans three days and the remaining balance is £3,000, the Business may request three staged payments of £1,000 per day.
Failure to make payment when due may result in interest being charged on overdue amounts at a rate of 8% above the base rate of NatWest Bank Plc, accruing daily from the date the payment became due until payment is received in full.
Where the Customer disputes a cost in good faith and notifies the Business promptly within 7 days and in writing, interest will not be applied during the period in which the dispute is reasonably investigated.
All prices quoted include VAT where applicable. If the applicable VAT rate changes between the date of the quotation and the date the Works are carried out, the VAT rate charged will be adjusted accordingly unless the Works have already been paid for in full.
The Business reserves the right to suspend or delay the Works where any payment due under this agreement has not been received on the agreed payment date.
Where payment is not received when due, the Business may immediately suspend the Works until payment has been made in full. Such suspension shall not be considered a breach of contract.
Any delays to the project schedule caused by suspension due to non-payment shall not be the responsibility of the Business.
Where suspension results in additional costs, including remobilisation of staff, equipment, or rescheduling of the Works, the Business reserves the right to charge the Customer for any reasonable costs incurred.
The Business may also terminate the agreement where payments remain outstanding for an unreasonable period of time.
All services provided by the Business will be carried out by trained and experienced staff using appropriate equipment and materials in accordance with recognised industry standards.
The Business will take reasonable care to ensure that the Works are carried out safely and professionally.
The Customer acknowledges that the condition of existing materials and structures at the Property may affect the outcome of certain services. Where reasonably identifiable, the Business will inform the Customer of any issues that may affect the Works before or during the project.
If the Customer chooses to proceed with the Works despite such advice, the Business shall not be held liable for issues arising from those existing conditions.
The Business shall not be responsible for damage or defects affecting the Property that are unrelated to the services provided or that arise from conditions that existed prior to the commencement of the Works.
Where necessary to carry out the Works, the Business may require the use of utilities at the Property, including water or electricity. The Customer agrees that such utilities may be used where reasonably required to complete the agreed services at no cost to the Business.
Certain services provided by the Business are dependent on suitable weather conditions in order to ensure safe working practices and proper product performance.
Where weather conditions are considered unsafe or unsuitable, including but not limited to heavy rain, strong winds, freezing temperatures, excessive heat, or other adverse environmental conditions, the Business reserves the right to delay, suspend, or reschedule the Works until conditions improve.
Such delays shall not be considered a breach of contract, and the Business shall not be held liable for any inconvenience or delays resulting from weather conditions beyond its reasonable control.
Where products, coatings, or treatments are applied as part of the Works, the Customer acknowledges that environmental conditions such as temperature, humidity, and rainfall may influence curing times or product performance.
Where Works are to be carried out within a loft or roof space, the Customer must ensure that the area is cleared of personal belongings, stored items, and obstructions prior to the scheduled start of the Works unless otherwise agreed in writing.
If the loft space has not been cleared prior to commencement, the Business reserves the right to delay the Works or clear the area itself. Any clearing undertaken by the Business may result in additional charges.
The Business shall not be held responsible for any loss, damage, or displacement of items left within the loft or work area where the Customer has failed to remove them prior to the Works.
Where the Customer requests that items remain in the loft and the Business agrees to work around them, the Customer accepts that the Business cannot accept responsibility for damage or deterioration to those items during the Works.
The Customer must also ensure that the loft space provides safe and suitable access for the Business’s staff. This includes safe entry to the loft and reasonable working space within the area where the Works are to be carried out.
Where the Business determines that the loft space is unsafe or unsuitable for work due to access limitations, structural concerns, or obstructions such as pipes or wiring, the Business reserves the right to suspend or reschedule the Works until the issue has been resolved.
The Customer acknowledges that spray foam removal is an invasive process. Due to the nature of how spray foam insulation is originally installed, its removal may result in damage to roof felt, timber, tiles, or other structural components. This may also expose small leaks previously sealed by the foam, despite the Business taking all reasonable care.
The Customer accepts that such damage may be unavoidable and agrees that the Business shall not be held liable for any damage to roof felt, timber, tiles, or surrounding structures where this occurs as a direct consequence of the removal process.
The Business will only remove spray foam where it is reasonably safe and practicable to do so. If, at any stage, the Business determines that further removal may cause excessive or structural damage, it reserves the right to cease removal in that specific area.
The Customer acknowledges that complete removal of spray foam insulation cannot be guaranteed. Removal will be carried out only to the extent reasonably possible without causing significant damage to the Property.
The Business does not guarantee that spray foam removal will meet the requirements of mortgage lenders, insurers, surveyors, or any other third parties, and accepts no responsibility for decisions made by such parties following completion of the Works.
During the removal process, residue may remain on timber surfaces, and minor cosmetic marks, scratches, scuffs, ceiling marks, or cracks may occur. These are considered a natural consequence of the process, and the Business shall not be held liable for such cosmetic effects. Pre-existing ceiling marks and cracks will be photographed and recorded prior to commencement of works.
The Business shall not be held responsible for damage to concealed or buried services, including but not limited to water pipes, electrical wiring, or other cables that become exposed or damaged during removal.
Spray foam removal will not be undertaken in areas that are inaccessible, structurally unsafe, or present a risk to staff or the Property. Where such areas are identified, the Customer will be informed and the affected areas may be excluded from the scope of works.
The Customer is responsible for ensuring safe and clear access to the work area, including stairways and loft access points, prior to commencement. The Business accepts no responsibility for personal items left within the work area.
The presence of pests, including but not limited to rodents, wasps, bees, or hornets, must be disclosed prior to works. The Business reserves the right to suspend works if pests are present until the issue has been professionally treated at customers own expense.
The Business will take reasonable care when working within the Property; however, it shall not be held liable for any incidental damage to walls or surrounding areas.
During the removal process, small particles of spray foam may become airborne and settle within the loft space. The Business shall not be held responsible for this.
All waste generated during the removal process will be removed by a licensed waste carrier in accordance with applicable regulations. Waste collection may take place within 48 hours (excluding weekends) following completion of the Works and will not be removed until full payment has been received.
The Business may install loft insulation products including, but not limited to, foil insulation, rockwool insulation, or other insulation systems specified within the quotation.
Installation will be carried out in accordance with relevant manufacturer guidance and industry standards.
Upon completion of installation, the Customer may be provided with a certificate of installation where applicable.
The Business will only install insulation in areas that are safe and accessible for its staff. The presence of pipes, electrical wiring, ventilation systems, or other obstructions may restrict installation in certain areas.
Where such conditions prevent installation in parts of the loft space, the Business will inform the Customer and the installation may be adjusted or limited accordingly.
We advised to remove lagging as advised by super foil if customer does not want removed could affect warranty, if over 75 mm thick.
Repairs included within the contract are limited to those specifically outlined in the written quotation, contract or agreement.
Any repairs or additional work not included within the written quotation, contract are excluded unless agreed in writing by both the Business and the Customer prior to the work being carried out. Verbal agreements shall not constitute confirmation of additional works.
Where additional repairs are identified during the Works, the Business will inform the Customer and may provide an on-site quotation or professional advice regarding the recommended repairs.
Certain defects may only become visible once cleaning, removal, or preparation works have been completed. Where such issues are discovered, the Business will notify the Customer before proceeding with any additional work.
Any additional works approved by the Customer will be carried out at an additional cost and may be scheduled either during the same visit where reasonably possible or at the next available appointment.
The Business will take reasonable care to ensure that the Property is left in a clean and tidy condition following completion of the Works.
However, due to the nature of certain services provided, some minor signs of work may remain visible. This may include residue, dust, or minor cosmetic marks caused by cleaning, removal, or installation processes.
Where services such as spray foam removal or loft works are carried out, minor marks or residue may remain on timber or surrounding surfaces. These effects are considered a normal consequence of the works being undertaken.
Cosmetic restoration such as painting, timber treatment, sanding, or refinishing is not included within the standard service unless specifically stated within the quotation.
The Business shall only be liable for damage to the Customer’s Property where such damage is directly caused by the negligence or breach of duty by the Business or its staff. Proof must be provided, photos of before and after or a video.
The Business shall not be liable for damage arising from pre-existing defects, structural issues, deterioration of materials, environmental factors, or circumstances beyond the reasonable control of the Business.
Any alleged damage must be reported to the Business within 7 days of completion of the Works. The Business will be given a reasonable opportunity to inspect the Property and assess the issue before any third party is engaged to carry out repairs.
Where the Business accepts responsibility for damage, it reserves the right to carry out the necessary repairs itself or appoint a suitably qualified contractor to undertake the work.
Nothing within these Terms and Conditions shall exclude liability for death or personal injury caused by negligence, fraud, or any liability which cannot legally be excluded under the laws of England and Wales.
Except where prohibited by law, the Business shall not be liable for any indirect or consequential losses, including loss of profit, business interruption, or similar financial losses.
Where the Business is found liable for any loss or damage, its liability shall be limited to the total amount paid by the Customer under the relevant agreement.
The Business provides guarantees for certain products and coatings in accordance with the relevant manufacturer warranties.
Typical guarantee periods may include:
Roof colour or clear seal coatings – up to 10 years Wall colour coatings – up to 10 years Wall clear coatings – up to 20 years Wood impregnator treatments (ProPERLA products only) – up to 10 years SuperFOIL insulation products – up to 25 years
Guarantees relate only to the performance of the applied product and do not cover the underlying roof structure, walls, or other building components.
Guarantees will only be issued once full payment for the Works has been received.
Guarantees may become void where surfaces are altered, repaired, or treated by third parties without the knowledge or written consent of the Business, or where recommended maintenance advice has not been followed.
Soft wash or biocide treatments are not supplied with a guarantee. The effectiveness and longevity of such treatments can vary depending on environmental factors including weather conditions, surrounding vegetation, debris, bird activity, and general environmental exposure.
The Business recommends periodic reapplication of biocide treatments as part of routine maintenance.
Where products supplied by the Business include manufacturer warranties, such warranties are issued directly by the manufacturer.
Any manufacturer warranty documentation will be provided to the Customer following completion of the Works where applicable.
Manufacturer warranties cover product defects only and do not extend to issues caused by improper maintenance, misuse, environmental factors, or alterations carried out by third parties.
The Business shall not be liable for any delay or failure to perform its obligations under this agreement where such delay or failure is caused by events beyond its reasonable control.
Such events may include severe weather, acts of God, illness, accidents, government restrictions, supply chain disruption, shortage of materials, or other unforeseen circumstances.
Where such events occur, the Business will notify the Customer as soon as reasonably practicable and will make reasonable efforts to resume the Works once circumstances allow.
Where the agreement is made away from the Business’s premises, the Customer may have the right to cancel the agreement within 14 days in accordance with applicable consumer legislation.
If the Customer requests that the Works begin within the 14-day cooling-off period, they may be required to confirm this request in writing.
If the Customer cancels the agreement after the Works have commenced, the Business reserves the right to retain any deposit or payments made to cover labour, materials, preparation, and operational costs incurred.
Where the Customer cancels after materials have been ordered or allocated for the project, such costs may also be deducted from any refund due.
This agreement is personal to the Customer and may not be transferred or assigned without the prior written consent of the Business.
No third party shall have any right to enforce any provision of this agreement under the Contracts (Rights of Third Parties) Act 1999.
The Business shall not be held responsible for damage, defects, or issues arising from works undertaken or interference by third parties following completion of the Works.
The Business operates a zero-tolerance policy towards discrimination, harassment, abuse, or threatening behaviour directed at its staff.
If such behaviour occurs, the Business reserves the right to immediately suspend the Works, end telephone call and remove its staff, from the Property while the matter is investigated.
Where the Business determines that it is unsafe or inappropriate to continue working at the Property, the Business may terminate the agreement.
The Business may take photographs, videos, or general descriptions of the Property and the Works for documentation, training, and promotional purposes.
Where such materials are used for marketing purposes, the Business will take reasonable steps to ensure that no sensitive personal information identifying the Customer is disclosed.
Personal data will be processed in accordance with applicable data protection legislation including the UK General Data Protection Regulation (UK GDPR).
Further information regarding data handling practices is available within the Business’s Privacy Policy on its website.
Telephone calls with the Business may be recorded for training, quality assurance, monitoring and marketing purposes.
Any complaints relating to the Works must be submitted within 7 working days, to the Business in writing and accompanied by relevant supporting evidence where possible, such as photos/video followed by a full written report.
Complaints may be submitted by email or by post to the Business’s registered office.
The Business reserves the right to allow up to 28 working days from receipt of a complaint to investigate the matter and provide a response.
These Terms and Conditions and any agreement between the Business and the Customer shall be governed by and construed in accordance with the laws of England and Wales.
Any disputes arising from the agreement shall be subject to the exclusive jurisdiction of the courts of England and Wales.
If any provision of these Terms and Conditions is found to be invalid, illegal, or unenforceable by a court or competent authority, that provision shall be deemed severed from the agreement and the remaining provisions shall remain in full force and effect.
Universal Eco Homes Group Ltd Trading as Universal Eco Homes, The Roof Cleaning Experts and The Loft Insulation Experts
Registered Office: 6 De Grey Square De Grey Road Colchester Essex CO4 5YQ
Telephone: 08000 472 404 Email: info@universalecohomes.co.uk
https://theroofcleaningexperts.co.uk
Company Registration No: 12060617 VAT No: 328976941
Company registered in England and Wales.
IMPORTANT NOTICE!! There are a number of companies impersonating our genuine business to mislead customers. Universal Eco Homes, The Roof Cleaning Experts and The Loft Insulation Experts are a part of Universal Eco Homes Group Ltd. We are not connected to any other companies in any other form, either implying to be us or our aftercare team. We care about all our customers, and if you are unsure, please call our head office for reassurance 0800 047 2404
