Clear customer terms for AR Windows quotations, orders and installations.
Please read these terms carefully before accepting a quotation or booking work with AR Windows. They explain quotation acceptance, cancellation rights, payment terms, installation requirements, warranty cover and customer responsibilities.
Terms designed to make the process clear before work starts.
AR Windows provides roof window installation, replacement, repairs, maintenance and related VELUX services. These terms explain how quotations are accepted, how orders are processed, what the customer is responsible for, and how payment, cancellation, warranty and dispute processes work.
Any changes to agreed works may result in extra costs. Work that is not included in the accepted quotation or contract will not be undertaken unless agreed separately.
Main terms customers should understand.
These are the key points most customers need before proceeding. The detailed terms below provide additional contract information.
Definitions
In these conditions, "the Company" means AR Windows Ltd, "the Customer" means the person, firm or company placing an order, and "Goods" means the goods or services included in the order.
Customer order
The Customer agrees to purchase and, where applicable, have installed the goods and services specified in the accepted quotation, order or contract.
Bespoke products
Orders may include individually manufactured or made to measure goods. Goods not used in their intended location cannot normally be credited against the contract price.
Technical survey
Orders are accepted subject to a final technical survey, which is normally carried out in daylight hours before AR Windows confirms that the work can proceed as quoted.
Ownership and risk
Risk passes to the Customer when goods are collected, delivered or installed as applicable. Ownership remains with AR Windows until payment has been received in full and cleared.
Statutory rights
Nothing in these terms is intended to exclude or restrict the statutory rights of the Customer.
Cancellation rights, bespoke goods and balance payments.
Customers should check cancellation and payment terms before accepting a quotation or agreeing an installation date.
Cancellation period
To exercise the right to cancel, the Customer must inform AR Windows by a clear statement, such as letter or email, quoting name, address and contract number within 14 days of the dated contract.
Bespoke goods
If the Customer cancels, AR Windows will reimburse payments received, excluding the cost of bespoke products designed, manufactured or made to the Customer's specification, which may remain due.
Services already started
If the Customer requested services to begin during the cancellation period, the Customer may be required to pay a proportionate amount for work performed before cancellation was communicated.
Late payment
The outstanding balance is payable immediately after goods have been properly installed or delivered. Balances unpaid within 5 working days may incur a £150 late payment fee plus 2.5% interest per month.
What happens before, during and after the work.
AR Windows must be given reasonable access and safe working conditions so the agreed work can be carried out properly.
Acceptance of quote
AR Windows must receive an email, customer acceptance form or postal letter accepting the detailed works and quoted price. Quoted prices are valid for 30 days from receipt of quotation unless stated otherwise.
- The quotation should be checked before acceptance
- Items, diagrams and specifications should be reviewed
- Any changes may result in additional costs
Survey and feasibility
AR Windows may arrange an engineer visit to inspect the premises. The Customer must allow full access for inspection. If installation or repair is not feasible, AR Windows will notify the Customer.
- Survey appointments are usually during daylight hours
- Engineers may have other appointments on the same day
- AR Windows will try to give a 30 to 60 minute call before arrival
Customer access and site preparation
The Customer must grant AR Windows access to the premises at reasonable times. A clear and safe working area must be provided for ladders, scaffolding or other equipment where required.
- Clear floor areas are required below the window
- Household fixtures, curtains, nets and blinds should be removed where needed
- Free use of reasonable water and electricity should be provided
Parking and site delays
One large service vehicle is usually required. If parking is not available and engineers must use public parking, extra parking charges may be added. Site delays caused by access or restrictions outside AR Windows' control may incur a fee.
- Parking should be arranged before attendance where possible
- Site delays may incur a £120 fee
- Wasted time may be charged where work cannot proceed
Hidden defects and additional work
The contract price does not include repair or replacement of rotten timber, defective lintels, hidden services, hazardous materials such as asbestos, or other structural defects unless specifically included in the schedule of work. Any necessary additional work will be raised with the Customer and quoted separately.
Fixtures, fittings and existing items
AR Windows does not undertake to move services, fixtures or fittings ancillary to the structure of the property, such as radiators, pipes, electrical cables, telephone cables or television cables. The Customer should remove relevant household fixtures before installation.
Removal of existing windows or frames
No guarantee can be given that existing doors, windows or frames can be removed in a condition suitable for reuse. Existing items will be removed and disposed of unless the Customer asks the installer to leave them.
Cleaning and working areas
AR Windows will make reasonable efforts to protect and clean working areas as far as practicable, but cannot be held responsible for small fragments, splinters or particles that may remain after work is completed.
Product variations
AR Windows reserves the right to make minor variations in product specification at its discretion and without prior notice, in line with product development and improvement. Any specification changes should be of an equal or improved product standard.
Completion and certificates
AR Windows does not deem the contract complete for ordering a Building Control Certificate until the Customer has paid in full and, where applicable, has signed a customer acceptance of installation confirming satisfaction and completion of any snagging issues.
Delays outside reasonable control
AR Windows shall not be responsible for delays or failure to perform obligations caused by events beyond reasonable control, including supply issues, delivery problems, stock levels, severe weather, labour disputes, government restrictions or other force majeure events.
Default or insolvency
If the Customer breaches these conditions, becomes insolvent, enters bankruptcy or related arrangements, or AR Windows reasonably considers that such events may occur, AR Windows may demand immediate payment of unpaid accounts, suspend further deliveries or cancel this and other contracts without liability.
Condensation and glazing units
The fitting of double glazing units will not necessarily eliminate condensation, as condensation depends on the environment within the property. Minor glass imperfections caused during manufacture may not be warranted by the glass company.
Warranty exclusions
The warranty does not cover repairs unless specifically stated, remote control resets, remote operation issues, damage caused by mishandling, modification, unauthorised repair, neglect, misuse, normal wear and tear or natural disasters. Unauthorised alterations may void the warranty.
Defect notification and inspection
Customers must notify AR Windows promptly after noticing a defect. General defect notification should be made within 7 days of the defect becoming apparent. Where a guarantee claim process applies, notification should be made within 5 business days of becoming aware of a potential defect. Returns or claims may be subject to inspection before repair, replacement or refund is agreed.
Manufacturer product guarantees
AR Windows uses products intended to be fit for purpose and installed in line with manufacturer instructions and the agreed quotation. Where a manufacturer provides a product guarantee, that guarantee is passed to the Customer for product related issues.
VELUX product claims
For VELUX product warranty claims, customers may need to register products and contact VELUX directly. Relevant product codes are usually located on the VELUX product.
Liability
The liability of AR Windows for any claim in contract, tort including negligence, or otherwise, shall not exceed the price paid for the goods or works that are the subject of the particular order, except where the law does not allow such limitation.
Disputes and governing law
In the event of a dispute, the Customer may be required to use the dispute resolution services provided by the relevant Certification Body or Competent Person Scheme Operator. The formation, construction and performance of the agreement shall be governed by English law.
Terms and sales contract FAQs.
These answers provide a short guide only. Customers should read the full terms before accepting a quotation.
How do I accept an AR Windows quotation?
You can accept a quotation by email, customer acceptance form or postal letter confirming the detailed works and quoted price. Quotations are valid for 30 days from receipt unless stated otherwise.
Can I cancel after accepting a contract?
Cancellation rights may apply for 14 days from the dated contract. Bespoke products made to customer specification may remain chargeable, and proportionate payment may be due for services already started at the Customer's request.
When is the final balance due?
The outstanding balance is payable immediately after goods have been properly installed or delivered. Late payment charges and monthly interest may apply if payment is not received within the stated timescale.
What do I need to prepare before installation?
The Customer should provide reasonable access, safe working space, parking where possible, and remove relevant household fixtures such as curtains, blinds or other items that may obstruct the work.
Does the warranty cover all issues?
No. Warranty cover is subject to the stated terms and exclusions. It does not normally cover misuse, unauthorised alterations, normal wear and tear, remote control resets, accidental damage or issues not reported within the relevant claim period.
Do VELUX product guarantees come from AR Windows?
Where a VELUX manufacturer product guarantee applies, it is passed to the Customer. Product related claims may need to be made directly with VELUX using the relevant product information.
Related AR Windows pages.
These pages support the full customer journey, from reviewing warranty information to accepting a quotation or arranging ongoing maintenance.
Warranty
Read AR Windows warranty information for workmanship, glazing units, VELUX products and claim requirements.
View warranty ->Customer Acceptance Form
Confirm acceptance of your quotation, terms, warranty and sales contract using the new customer form.
Go to form ->Annual Service Contract
Regular servicing can help keep your VELUX roof windows working properly and reduce avoidable issues.
View service contract ->Privacy Policy
Read how AR Windows handles customer information submitted through website forms and enquiries.
View privacy policy ->Accept your quotation and confirm the terms.
Once you have reviewed these terms and the warranty information, use the customer acceptance form to confirm that you accept your quotation, warranty, terms and sales contract.