These terms apply to every quote Marble Keys Tone Ltd sends and every job we carry out. They are written in plain English on purpose. Nothing in them takes away the rights you have as a consumer under the Consumer Rights Act 2015.
We are Marble Keys Tone Ltd, a company registered in England and Wales under company number 17432987. Our registered office is 27 Lakeview Way, Hampton Centre, Peterborough PE7 8FG. You can reach us on 07449 651632 or at hello@keys-tone.org. In these terms, "we", "us" and "our" mean Marble Keys Tone Ltd, and "you" means the customer named on the quote.
We install tiles and natural stone on floors and walls, tile bathrooms and wet rooms, and carry out regrouting and tile repairs, at the property address shown on your quote. The work is carried out by our own employed team. We do not broker, resell or subcontract your job to another business.
Every job starts with a written quote. It sets out the work, the fixed price for labour, any materials we are supplying and their price, and the dates we expect to start and finish. Most jobs need a survey first; a survey is free and places you under no obligation. A quote is valid for 30 days from the date on it.
You accept a quote by replying to it in writing (email or text message is fine) or by paying an invoice for materials listed on it. From that moment there is a contract between us on these terms and the terms of the quote. If the quote and these terms ever conflict, the quote wins.
The price on the quote is the price on the invoice. It only changes if you ask us to change the job, or if we uncover something at the property that could not have been seen at survey (for example a floor that is not sound enough to tile). In either case we stop, explain, and give you a revised written quote. We do not carry on until you have agreed it in writing, and nothing is ever added on the day.
You can supply your own tiles and stone, or we can supply them at the price shown on the quote. Materials we supply are invoiced when we order them and remain our property until that invoice is paid. Materials you supply are your responsibility as to quantity, suitability and quality; we will tell you before we start if we think there is a problem with them.
All prices are in pounds sterling. We do not take a deposit for labour. Labour is invoiced only after you have walked the finished work with us and signed it off. Materials we supply are invoiced when ordered, as set out in section 5.
Invoices are due within 7 days. You can pay by bank transfer to the account on the invoice, or by card through a secure payment link. Card payments are processed by Stripe Payments UK Ltd; your card details go to Stripe, never to us, and we do not store them. Card payments appear on your statement as MARBLE KEYS TONE. We never take a payment without first sending you an invoice for it.
We keep the dates on the quote. If something outside our control means we cannot (illness, a supplier letting us down, weather on an exterior job), we tell you straight away and agree new dates with you. When the work is finished, you walk it with us. Anything you are not happy with is put right before we invoice. Your signature on the sign-off sheet confirms that the visible work is finished to your satisfaction; it does not take away your guarantee or your legal rights.
Our workmanship is guaranteed for 12 months from the date of sign-off. If tiling or stone we installed fails in that period because of the way we installed it, we come back and put it right at no cost to you. If it cannot be put right, we refund the price of the affected part of the work.
The guarantee does not cover faults in materials you supplied, damage caused after sign-off, movement or moisture in the building that we did not cause, or work by anyone else on top of ours. This guarantee is in addition to your legal rights, not instead of them.
You can cancel before we start for free. Because our contracts are agreed at your home or by email rather than at our premises, you also have a legal right under the Consumer Contracts Regulations 2013 to cancel within 14 days of accepting the quote, for any reason. If you ask us to start within those 14 days and then cancel, you pay only for the work done up to that point. Full details, including what happens to materials already ordered and how refunds are paid, are in our Cancellations and Refunds Policy, which forms part of these terms.
We take care of your property while we are in it, protect adjoining surfaces, and leave the working area tidy at the end of each day. We hold public liability insurance of £5 million; we will send you the certificate with your quote if you ask. If we damage something, tell us within 48 hours and we will put it right or pay for it.
Access to the property on the agreed dates, the rooms we are working in cleared of furniture and belongings, water and electricity available, and accurate information about the property when we quote. If we cannot start or continue because of something on your side, we may need to re-book the dates.
Tell us. Call 07449 651632 or email hello@keys-tone.org. We acknowledge every complaint within 2 working days and aim to resolve it within 14 days, usually by coming back and fixing the problem. If you paid by card and something is wrong, please contact us before contacting your card issuer; we can nearly always sort it out faster and we refund promptly where a refund is due. If we cannot agree, you can use the Citizens Advice consumer service or an alternative dispute resolution provider, and nothing in these terms stops you going to court.
We are responsible for loss or damage you suffer that is a foreseeable result of our breaking this contract or failing to use reasonable care and skill. We are not responsible for loss that was not foreseeable, or for loss connected with a business. Nothing in these terms limits our liability for death or personal injury caused by our negligence, for fraud, or for anything else the law does not allow us to limit.
These terms are governed by the law of England and Wales, and the courts of England and Wales have jurisdiction. If any part of these terms is found to be unenforceable, the rest still applies. We may update these terms; the version that applies to your job is the one in force on the date of your quote, and every version carries its date at the top.