Terms and Conditions / Frequently Asked Questions

 By accepting the quotation we have provided, you acknowledge and agree to be bound by our full terms and conditions. These terms and conditions govern the contractual relationship between you and our company, encompassing all services, transactions, and interactions. Acceptance of the quotation implies that you have read, understood, and agreed to all stipulations, including payment terms, service delivery, and any other obligations outlined within our full terms and conditions document. It is important to review these terms thoroughly as they detail your rights, responsibilities, and the scope of our services. 

 All payments are required in full upon satisfactory installation and can be made via bank transfer, card payment, or cash. For amounts exceeding £2000, payment must be made by bank transfer. If full payment is not received within 48 hours of the invoice issuance, late fees, as detailed below, will apply. Additionally, failure to settle the payment within the specified timeframe may result in suspension of services and potential legal action to recover outstanding amounts. Please ensure prompt payment to avoid any disruptions or additional charges.

Calibur will require between a 35% and 50% deposit payment dependant on size and cost of the project. Larger projects may require an agreed stepped payment scheme. Deposits up to £500 can be paid by credit card for consumer protection.

Third party payments are not allowed under our terms. All payments must be to Calibur Ltd.

Deposits are mandatory for projects over £1000

"If you pay by credit card, your payment should be protected under Section 75 of The Consumer Credit Act. If you choose not pay by credit card, it may not be  protected."

Credit Card payments up to £500, any further balances must be bank transferred.

Overdue payments will incur statutory interest charged on the total invoice at the Bank of England base rate, currently 2.25%

All materials, framework, glass and accessories remain the property of Calibur Glass & Glazing until FULL payment is received.

10 years for White UPVC frames

5 Years for foiled UPVC frames

5 years for sealed glass units 

2 years for hardware 

UPVC & composite doors -

Adjustments and easing of mechanisms - high volume use item.

1 year from installation date, chargeable visit afterwards.

Guaranties are not insurance backed

Brickwork / render / roughcasting -

All due care and attention will be taken in the installation process to preserve the condition of the building facade. If the facade is dated, broken, or worn and is suspected to be deteriorating or may break away during the installation process, we will advise on the day to the customer. It is the customers responsibility to remedy any such issues or repair works which are not directly caused by Calibur installation.

Alarm cables / telephone cables / misc cables -

 As part of our commitment to providing excellent service, we take all necessary precautions to ensure that the cables entering your property remain intact and undisturbed during our work. This includes cables for your alarm system, telephone lines, internet, and other utilities.

Here’s what you can expect from us:

1. Identification and Protection: We will identify and clearly mark the location of all cables entering your property.
2. Careful Handling: Our team will handle all cables with care and take measures to protect them from damage.
3. Inspection: We will inspect the cables before and after our work to ensure they are in good condition.

While we will take all due care and attention, it is important to note that any repairs or maintenance required for these cables, especially for alarm or telephone systems, are the customer’s responsibility. Should any issues arise, we recommend contacting your respective service providers to arrange for repairs.

Here are guidelines for tolerances in composite doors based on NHBC (National House Building Council) standards:

• Gap Around Door Leaf:
  • Top: 2-4mm
  • Bottom: 5-8mm
  • Sides: 2-4mm
• Maximum Bow, Twist, and Curvature of Door Leaf:
  • No more than 5mm in any direction over the height of the door.

• Vertical Alignment:
  • The frame should be plumb to within ±2mm per meter.
• Horizontal Alignment:
  • The frame head should be level to within ±2mm per meter.
• Square and Rectangular:
  • The frame should be square with no more than 2mm difference in diagonal measurements.
• Frame to Wall Fixings:
  • Fixings should be at 150mm from each corner and at 600mm intervals.

• Threshold Alignment:
  • Must be level to within ±2mm across the width of the door.
• Sill Alignment:
  • Sills should be level to within ±2mm and support the door threshold adequately.

• Smooth Operation:
  • The door must open and close smoothly without binding or sticking.
• Seal Compression:
  • Gasket seals should compress uniformly along the full length of the door.
• Weather Resistance:
  • The door must prevent water ingress and provide adequate thermal and acoustic insulation.

• Surface Finish:
  • Should be free from scratches, dents, or blemishes.
• Color Consistency:
  • The door and frame should have a uniform color with no noticeable variation.

NHBC Standards provide comprehensive guidance on the installation and performance of composite doors. Key documents include:

• NHBC Standards Chapter 6.7: Doors, Windows, and Glazing
• NHBC Technical Guidance Documents: Available on the NHBC website or through NHBC membership.

The business always endeavours to provide the best service. However, on rare occasions there may be times where a customer may not be completely satisfied.

To ensure the business can put things right for you, as soon as possible after the completion of the works, please inspect the work to ensure everything has been carried out based on the contract terms and to the high standards the business aims to achieve.

Please contact the business straight away with any concerns either by phone, email or write to us. If writing, get proof of posting.

Business Complaint Procedure

On receipt of your complaint the business aims to respond within 5 days.

The business will arrange a convenient date to come and view and/or remedy the situation within 28 days.

In the unlikely event the business is unable to resolve your complaint having exhausted the business complaints procedure, it may be necessary to use another complaint service. Where the business cannot resolve the complaint to your satisfaction and/or agree to the final resolution requests confirmed to us; and both parties agree a ‘deadlock’ has been reached, you can then escalate your complaint.

The business has access to an Alternative Dispute Resolution (ADR) service for our domestic installation, service, repair and maintenance contracts as part of the Which? Trusted Traders Endorsement. If you choose to you can refer your complaint to Which? Trusted Traders’ Alternative Dispute Resolution. You will need to contact Which? Trusted Traders on 02922 670 040 who can explain if you are eligible to use their Alternative Dispute Resolution.

At Calibur, we take great care to ensure that all glazing and window installations are completed to the highest standards of workmanship and quality. However, once the installation process is complete and the work is signed off, the following conditions shall apply regarding glass breakage:

1. Post-Installation Responsibility: Upon successful completion of the installation and handover of the product, Calibur shall no longer be responsible or liable for any glass breakages, cracks, or damages that occur. This includes, but is not limited to, breakages caused by:
   
   • External impacts (e.g., accidental damage, vandalism, or weather conditions such as hail).
   • Movement of the building structure or foundations.
   • Improper use or misuse by the customer or third parties.
   • Any modifications, repairs, or alterations made to the product by parties other than Calibur.

1. Inspection and Acceptance: It is the customer’s responsibility to inspect the glazing and windows immediately upon installation. Any defects, damages, or concerns regarding the glass must be reported to Calibur within 24 hours of installation. Failure to do so will be deemed as the customer's full acceptance of the condition of the installation.
2. Warranties Exclusion: While Calibur provides a warranty for the installation workmanship, this warranty expressly excludes glass breakage after installation, except in cases where breakage is proven to result from defective materials or improper installation practices by Calibur.
3. Glass Characteristics: Customers acknowledge that certain glass products may have inherent characteristics, such as small bubbles, slight colour variations, or minor distortions, which are standard and do not constitute defects.
4. No Liability for Third-Party Actions: Calibur will not be held responsible for any damage or breakage resulting from third-party actions, including contractors, maintenance personnel, or any other parties not directly associated with Calibur.
5. 
   

By agreeing to these terms and conditions, the customer acknowledges and accepts full responsibility for the protection and care of the glass after installation is completed.

At Calibur Glass & Glazing Ltd, we value customer satisfaction and want to ensure you are completely happy with our window installation services. To provide peace of mind, we offer a 14-day cooling-off period for all our customers. This policy outlines your right to cancel and return services within 14 days from the date of the contract signing.

As a customer, you have the right to cancel your window installation order within 14 days without providing any reason. This period allows you to review and consider your decision. To exercise this right, please notify us of your decision to cancel in writing, either by email or post, within the 14-day period.

To cancel your order, please contact us at:

Email: chris@caliburglass.co.uk

Address: Calibur Glass & Glazing Ltd, 57 Meadowside Road, Kilsyth, G65 9EJ

Please include the following information in your cancellation request:

• Your name
• Order number
• Date of order
• Reason for cancellation (optional)

Once you have notified us of your decision to cancel, we will process your refund within 14 days. Refunds will be made using the same method of payment that you used for the original transaction, unless otherwise agreed.

Please note that the 14-day cooling-off period does not apply to the following:

• Custom-made or bespoke windows specifically tailored to your requirements
• Installation services that have already commenced with your consent
• Any material costs must be paid for from any deposit amounts made out with the 14-day cooling off period, plus any charges for labour and overheads relating to the order.

If you decide to cancel within the 14-day cooling-off period and the installation work has not started, we will process your cancellation and provide a full refund of any deposits or payments made. If the installation work has already commenced, you may still cancel, but you will be responsible for the cost of the work completed up to the point of cancellation.

If you have any questions about our 14-day cooling-off period policy, please do not hesitate to contact us:

Customer Service:
Phone: 0141 730 0069
Email: chris@caliburglass.co.uk

At Calibur Glass & Glazing Ltd, we are committed to ensuring you are satisfied with our products and services. Thank you for choosing us for your window installation needs.