Snow White Professionals Ltd – Terms & Conditions

Last updated: 23 September 2026

About Us

Snow White Professionals Ltd provides property maintenance, construction and renovation services, including building works, loft conversions and house extensions, kitchen and bathroom installations, full property refurbishments, handyman services, plumbing and heating, electrical work, tiling, painting and decorating, gardening and landscaping, and cleaning services, across Kingston upon Thames, South West London and Surrey.

1. About These Terms

1.1 These Terms apply to all services provided by Snow White Professionals Ltd, including services offered through our websites: www.swprofessionals.co.uk, www.snowwhitebuilders.co.uk, www.snowwhitegardeners.co.uk, www.swelectrician.co.uk, www.snowwhitehandyman.co.uk, www.thehandyman.london, www.swloftextensions.co.uk, and any other website or brand operated by us.

1.2 By booking a service (by phone, email, website form or in person) or by accepting an estimate, you confirm that you have read, understood and agreed to these Terms. Calls may be recorded for quality and training purposes.

1.3 The Snow White group also includes separate companies: Snow White Cleaners Ltd, Snow White Property Management Ltd and Snow White Food. Services provided by those companies are governed by their own terms and conditions. Your estimate or invoice will always state which company you are contracting with.

1.4 Where your estimate and these Terms differ, the estimate takes precedence.

1.5 Nothing in these Terms affects your statutory rights as a consumer.

2. Definitions

2.1 “The Company”, “we”, “us”, “our” means Snow White Professionals Ltd, registered in England and Wales (Company No. 10580864), 446 Ewell Road, Surbiton, Surrey KT6 7EL.

2.2 “The Client”, “you”, “your” means the individual or organisation for whom we have agreed to carry out works and/or supply materials.

2.3 “Operative” means any employee, tradesperson or subcontractor appointed by the Company. All work is allocated to operatives at the Company’s discretion.

2.4 “Site” means the property or land where the services are carried out.

2.5 “Estimate” means any written estimate or quotation issued by the Company.

3. Estimates and Pricing

3.1 Estimates are valid for 30 days, or until the expiry date shown on the estimate, and are subject to availability. After that date, prices may be reviewed, particularly for materials.

3.2 An estimate covers only the work and materials described in it. Anything not listed is not included. All work is carried out exactly as described. If you require a particular method, product or finish, you must tell us before accepting the estimate so that it can be included.

3.3 The price in an accepted estimate is fixed for the work described, subject only to changes, additional work, unforeseen issues and additional costs as set out in these Terms.

3.4 Estimates are priced per project, based on scope, complexity and requirements. They are not connected to the hourly rates published on our website, which apply only to time-based work booked on an hourly basis.

3.5 Work booked on an hourly basis, and additional work requested verbally on site without a price being agreed, will be charged at our rates published at www.swprofessionals.co.uk/prices at the time the work is carried out, plus the cost of any materials, shopping time, parking and congestion charges as stated on that page.

4. Changes, Additional Work and Unforeseen Issues

4.1 Any change to the agreed scope of works should be requested and confirmed in writing (email is sufficient) wherever possible. We will price the change before carrying it out. Changes may also affect the timescale.

4.2 Where additional work is requested verbally on site without a price being agreed, it will be charged as set out in clause 3.5.

4.3 If hidden defects or unforeseen issues are discovered during the works (for example rot, damp, structural defects or concealed pipes and cables), we will inform you and agree any additional cost before proceeding with the affected work.

5. Bookings, Access and Appointment Changes

5.1 Once the date, time and availability have been confirmed and any payment due before the appointment has been received, we will issue an arrival window.

5.2 Start and completion dates are estimates. We will keep you informed of any changes, but we are not liable for delays caused by circumstances outside our reasonable control, such as weather, supplier delays, illness or access restrictions.

5.3 Some services require a free site visit before an estimate can be provided.

5.4 Changes to or cancellations of a booked appointment must be made at least 48 hours in advance, during office hours. Late cancellations incur a fee equal to the minimum charge for the booked service, as shown on our website. This does not affect your right to cancel under Section 6.

5.5 If we cannot access the Site at the agreed time, a failed-visit fee of £30.00 + VAT applies. Collecting keys from another address costs £10.00 + VAT.

6. Your Right to Cancel (Consumers)

6.1 If you are a consumer and the contract was made away from our office (for example, following a site visit at your home) or at a distance (by phone, email or online), you have the right to cancel within 14 days of accepting the estimate, without giving a reason.

6.2 To cancel, please tell us of your decision in a clear written statement, by email to office@swprofessionals.co.uk or by post to our address. You may use the model cancellation form at the end of these Terms, but this is not required.

6.3 If you would like work to start within the 14-day cancellation period, you must ask us to do so expressly and in writing. If you then cancel, you will pay a proportionate amount for the work carried out up to the time you tell us you are cancelling, and for any items made or ordered to your specification that cannot be returned.

6.4 If the service is fully completed within the cancellation period at your express request, you will lose the right to cancel.

6.5 Any refund due will be made within 14 days of receiving your cancellation, using the same payment method you used.

7. Payment Terms

7.1 Payment is accepted by bank transfer or by debit/credit card over the phone.

7.2 Unless your estimate states otherwise, payment is due as follows:

– Recurring cleaning and gardening services: on receipt of invoice.

– Jobs under £500 + VAT: in full, at least two working days before the appointment.

– Jobs from £500 to £4,999 + VAT: 40% deposit before or on the start date, a second instalment of 40%, and the balance on completion.

– Jobs from £5,000 to £9,999 + VAT: 30% deposit, two instalments of 30%, and 10% on completion.

– Jobs of £10,000 + VAT and above: 20% deposit, stage payments as set out in the estimate, and the final 5% on completion.

7.3 The final balance is due within 7 days of completion. On completion, we will ask you to inspect the work. Any minor snagging items will be recorded and put right promptly. They do not delay payment of the balance, except for a reasonable amount relating to the outstanding items.

7.4 An invoice is issued once the estimate is accepted. If a deposit or instalment is not paid when due, we may reschedule or suspend the work until payment is received. Delays caused by the Client do not change the payment schedule.

7.5 Payments must be made in full, without any deduction or set-off, except where permitted by law.

7.6 Overdue Payments

7.6.1 Business Clients: Overdue payments may incur statutory interest and debt recovery costs in accordance with the Late Payment of Commercial Debts legislation.

7.6.2 Consumer Clients: Overdue payments incur an administration fee of £20.00 for cleaning and gardening services or £50.00 for all other services, plus simple interest at 4% above the Bank of England base rate, calculated from the due date until payment is received.

7.7 Any additional hours or agreed extras will be shown on the final invoice.

7.8 Our guarantee, and any certificates we issue, are provided once payment has been received in full.

7.9 Where the Client is represented by a third party (such as a letting agent or managing agent), that party remains fully responsible for all payments due to us unless otherwise agreed in writing. Any arrangements, disputes or payment delays between the third party and their own client do not affect their obligations to us.

8. Materials

8.1 Materials supplied by us are as described in the estimate or invoice.

8.2 If a part we supply proves faulty during installation, we will replace it at no extra cost. Faults appearing after completion are dealt with under our guarantee (Section 10) and the manufacturer’s warranty. A call-out fee may apply where the fault is not caused by our workmanship or by materials we supplied.

8.3 We are not responsible for delivery failures or delays caused by third-party suppliers, but we will keep you informed.

8.4 Where you supply materials, we accept no liability for their quality, suitability or faults, or for any damage or delay they cause. We may refuse to install materials we consider unsuitable.

8.5 Materials and parts supplied by us remain the property of Snow White Professionals Ltd until payment for the corresponding work has been received in full.

8.6 Tools and materials may be stored on Site during multi-day projects.

9. Client Responsibilities

9.1 Please provide full and accurate information when requested. Extra charges may apply if additional work results from incomplete or incorrect information.

9.2 Please provide safe and timely access to the Site, including keys and alarm codes where needed.

9.3 Please prepare the work area as set out in your estimate, including clearing furniture and personal belongings. End of tenancy cleaning requires an empty property.

9.4 All services require uninterrupted access to water and electricity (and hot water for cleaning). Additional charges may apply if these are not available.

9.5 Parking: prices do not include parking. Please provide a parking space or a valid visitor permit for the duration of the works. If this is not possible, paid parking and any congestion or ULEZ charges will be added to the invoice at cost, with receipts. If a permit you provide proves invalid and results in a penalty charge notice (PCN), you agree to reimburse the fine and any associated fees.

9.6 If delays are caused by the Client (including limited or denied access, late decisions or other contractors on Site), we may adjust the schedule and price accordingly.

10. Our Guarantee

10.1 We guarantee our workmanship for 3 months from completion, provided the invoice has been paid in full. This guarantee is in addition to your statutory rights.

10.2 The guarantee does not cover misuse, normal wear and tear, damage caused by others, customer-supplied materials, or work altered or repaired by anyone other than us.

10.3 End of tenancy cleaning includes a 72-hour guarantee: we will return to correct any omissions reported within 72 hours of completion.

10.4 Please report any issue promptly in writing, with a clear description and photos. We will respond within a reasonable time.

11. Subcontractors and Non-Solicitation

11.1 We may engage qualified subcontractors or specialist partners to carry out parts of the work. All subcontractors work under our supervision and we remain responsible for their work.

11.2 You agree not to approach, hire or enter into any private agreement with our employees, subcontractors or partners, during the project or within 12 months of its completion, without our prior written consent.

11.3 If this clause is breached, we may charge a finder’s fee equal to 30% of the value of the services performed or contracted independently.

12. Liability

12.1 We are responsible for loss or damage caused by our negligence or by our breach of these Terms, where that loss or damage was reasonably foreseeable. We are not liable for indirect or consequential loss, or for business losses such as loss of profit.

12.2 We are not responsible for:

– damage, defects or wear existing before the work started;

– damage or disruption caused by third parties present during the works;

– damage arising from customer-supplied materials or faulty customer equipment;

– tasks not completed because insufficient hours were booked for hourly-based work.

12.3 Nothing in these Terms limits our liability for death or personal injury caused by our negligence, for fraud, or for any other liability that cannot be limited by law.

13. Suspending or Ending the Agreement

13.1 We may suspend or end the agreement by written notice if payments due are not made, if these Terms are materially breached, or if our staff are subjected to abusive or threatening behaviour.

13.2 In that case, you will pay for the work carried out and for any materials ordered for your project up to that point. Any deposit paid will be set against these amounts, and any balance will be refunded.

14. Data Protection

14.1 Snow White Professionals Ltd is registered with the Information Commissioner’s Office and handles personal information in accordance with UK data protection law. For full details, please see our Privacy Policy.

15. Complaints and Disputes

15.1 If you are unhappy with any aspect of our work, please contact us in writing so that we can put things right.

15.2 Both parties agree to try to resolve any dispute amicably. If this is not possible, the dispute may be referred to an independent mediator or adjudicator before court proceedings are started.

15.3 These Terms are governed by the law of England and Wales, and disputes are subject to the jurisdiction of the courts of England and Wales.

16. Changes to These Terms

16.1 We may update these Terms from time to time. The version in force when you accept your estimate or make your booking will apply to that work.

Model Cancellation Form

(Complete and return this form only if you wish to cancel the contract.)

To: Snow White Professionals Ltd, 446 Ewell Road, Surbiton, Surrey KT6 7EL. Email: office@swprofessionals.co.uk

I/We* hereby give notice that I/We* cancel my/our* contract for the supply of the following service:

______________________________________________________________

Estimate number: ______________ Accepted on: ______________

Name of client(s): _________________________________________

Address of client(s): _______________________________________

Signature of client(s) (only if this form is sent on paper): ______________________

Date: ______________

* Delete as appropriate.