Terms and Conditions

1. Service

1. We are committed to providing you with a high level of customer service, drawing on our expertise across all aspects of our operations. While these activities vary, they are all guided by this commitment.
   
2. If at any point you feel we are not meeting our commitment to good customer service, we welcome your feedback and the opportunity to address any concerns.
   
3. From time to time, our service may expand – either in response to a request from you, the customer or through our own initiative to improve your experience. If any such additional services are provided free of charge, they will fall outside the scope of this formal contract.
   
4. We may occasionally seek to recover compensation payments on your behalf. Any compensation we receive may be passed directly to you.
   
5. Offers and quotes are valid for 30 days from the date of the offer, unless stated otherwise in writing.
   
6. Our service may continue beyond the delivery of a specific objective – for example, pursuing a guaranteed standards failure. In such cases, we will not typically provide progress updates unless you request them.
   
7. If you choose to address utility matters independently or through third parties while Supply Pro Services Ltd. is engaged, we reserve the right to withdraw from our services and cancel any future work. In such cases, we will notify you in writing and inform the relevant utility providers that the project will proceed under your direct management. Any outstanding fees for services rendered up to that point will remain payable.
   
8. The contract between us typically commences upon receipt of a letter of authority from you. However, it may also begin based on your written or oral instructions to proceed.

2. Information

1. We aim to represent customers both in the short term and long term. To support this, we reserve the right to use anonymised examples of work we have undertaken when engaging with relevant bodies that may influence or advance these objectives. All personal or identifying information will be removed to ensure compliance with data protection laws.
   
2. We are committed to acting transparently on your behalf. To this end, we typically provide weekly updates on the progress of your scheme, ensuring you are appropriately informed throughout our engagement.
   
3. To fulfil our commitments to you, Supply Pro Services Ltd may require information from third parties. While we will make reasonable efforts to obtain this information promptly, we cannot be held responsible for delays resulting from the unavailability or delay of such information.
   
4. Information directly relevant to your project will be stored electronically and will not be shared with third parties without your explicit consent. Additionally, this information will not be used for marketing purposes.
   
5. Contact information of individuals involved in a project will be stored electronically and will only be shared with third parties when directly necessary for the execution of that project. Such sharing will be conducted in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018, ensuring that any disclosure is lawful, fair, and transparent.

3. Safety

1. To ensure the safety of all parties involved, you must inform Supply Pro Services Ltd of any known or potential safety hazards at the earliest opportunity. This enables us to assess the risks and implement appropriate measures to mitigate them. Providing timely information is essential for effective risk management and compliance with health and safety regulations.

4. Charges

1. You may terminate our services at any time if you are dissatisfied with the service provided. Upon termination, you will not incur any further costs beyond those already accrued. However, you remain responsible for all fees and disbursements incurred up to the date of termination.
   
2. We will always inform you of any charges before they are incurred. This will typically be provided in writing; however, in urgent situations where you request immediate assistance, we may communicate these charges verbally. In such cases, we will confirm the details in writing as soon as possible.
   
3. When we obtain estimates from third parties on your behalf, we will forward them to you along with our recommendations. Any payments made to these third parties will be subject to their specific terms and conditions.
   
4. Variations to the agreed scope of work are chargeable at an hourly rate of £75, unless otherwise agreed in writing. Such variations will be invoiced monthly in arrears. Any variation exceeding £75 in value will be agreed upon in advance and confirmed in writing.
   
5. If a project extends beyond nine months, additional charges may apply. These charges will be discussed and agreed upon with you in advance, in writing, to ensure transparency and mutual understanding.
   
6. Payment is due within 14 days of the invoice date, unless otherwise agreed in writing.
   
7. Supply Pro Services Ltd reserves the right to charge for additional site visits beyond the initial visit when such visits are requested by the Customer, unless otherwise specified in the offer letter. These additional visits will be billed at our standard hourly rate, plus any applicable travel expenses, and will be invoiced monthly in arrears.
   
8. Disbursements made to third parties on your behalf (such as application fees) will be itemised separately on your invoice. These costs are payable immediately upon invoicing and are separate from our service fees. All disbursements will include a 10% handling charge.
   

5. Use of other parties

1. We may occasionally recommend third-party service providers to assist with your project. While we will make reasonable efforts to ensure these parties are suitable for the tasks at hand, we cannot accept responsibility for their performance. Any engagement with such third parties will be subject to a separate agreement between you and the third party, and we shall not be liable for any acts or omissions on their part.
   
2. All actions undertaken by Supply Pro Services Ltd are carried out in good faith. However, we cannot guarantee or be held liable for the performance or commitments of third parties. For example, if we arrange for a utility service to be installed on a specific date and the utility provider fails to fulfil this commitment, Supply Pro Services Ltd cannot be held responsible for such delays or failures.
   
3. Supply Pro Services Ltd typically engages a default supplier based on an established working relationship. This selection is not an endorsement or recommendation of the supplier’s services. If you prefer to use an alternative supplier, please inform us in writing.
   
4. For non-domestic energy supplies, Supply Pro Services Ltd selects suppliers based solely on their capacity to install the required metering equipment. We do not conduct market comparisons or consider tariff rates in this selection process. If you prefer to appoint an alternative supplier, please inform us in writing.