STANDARD TERMS & CONDITIONS FOR SUPPLY OF GOODS & SERVICES OF CHAPTER SERVICES GROUP LIMITED t/as CHAPTER LIVING SOLUTIONS
1 DEFINITIONS
In this document the following words shall have the following meanings:
1.1 “Consumer” shall have the meaning in section 12 of the Unfair Contract Terms Act 1977;
1.2 “Customer” means any person who purchases Goods and Services from the Supplier;
1.3 “Goods” means the articles specified in the Proposal;
1.4 “Proposal” means a statement of work, quotation or other similar document describing the
Goods and Services to be provided by the Supplier;
1.5 “Services” means the services specified in the Proposal;
1.6 “Supplier” means Chapter Services Group Limited operating from the following administration location
Unit 1, The Stables, Wassell Grove Lane, Hagley, West Midlands DY9 9JH
1.7 “Terms and Conditions” means the terms and conditions of supply set out in this document and any special terms and conditions agreed in writing by the Supplier.
2 GENERAL
2.1 These Terms and Conditions shall apply to all contracts for the supply of Goods and Services by the Supplier to the Customer and shall prevail over any other documentation or communication from the Customer.
2.2 Any variation to these Terms and Conditions shall be inapplicable unless agreed in writing by the Supplier.
2.3 Nothing in these Terms and Conditions shall prejudice any condition or warranty, express or implied, or any legal remedy to which the Supplier may be entitled in relation to the Goods and Services, by virtue of any statute, law or regulation.
2.4 Nothing in these Terms and Conditions shall affect the Customer’s statutory rights as a Consumer.
2.5. These Terms and Conditions incorporate the Design and Installation Criteria and Warranty Forms which have been supplied to the Customer.
3 THE ORDER
3.1 All Orders for Goods and Services shall be deemed to be in acceptance of the Sales Quote & Order Form pursuant to these Terms and Conditions.
4 PRICE AND PAYMENT
4.1 The price for the Goods and Services is as specified in the Sales Quote & Order Form and is inclusive of VAT unless otherwise stated and any applicable charges outlined in the Sales Quote & Order Form.
4.2 Payment of the price shall be in the manner specified below.
4.3 All Goods which are in stock shall be paid for in full at the time of installation or delivery along with any associated Services.
4.4 For all items not held in stock and therefore resulting in a special order to a supplier/manufacturer, a deposit of up to 50% of the total purchase value must be paid at the time of order. The remaining balance to be paid upon successful installation or supply of product to the customer.
4.5. Payment can be made in cash, cheque, credit/debit card or bank transfer. We do not accept payment via AMEX cards.
5 DELIVERY
5.1. The Supplier is able to offer a delivery service, the cost of which will be determined by (1) geographical location (2) weight of delivery or (3) specific customer requests. The Supplier cannot be held responsible for delays in the supply from a manufacturer/supplier. Whilst every effort will be made to deliver on the agreed day, the Supplier cannot be held responsible for matters over which they have no direct control, i.e. transport delays, adverse weather conditions, industrial disputes etc. Upon receipt of goods, the Supplier will contact you to arrange a suitable date for delivery. Every effort will be made to offer a suitable delivery date, however matters in relation to geographical location and the other restrictions, may mean the preferred date for delivery cannot be guaranteed. When placing the order, the Customer will be advised of a likely delivery date. Unfortunately it is not possible to offer a guaranteed time for your delivery.
5.2 The date of delivery specified by the Supplier is an estimate only. Time for delivery shall not be of the essence of the contract and the Supplier shall not be liable for any loss, costs, damages, charges or expenses caused directly or indirectly by any delay in the delivery of the Goods or Services.
5.3 All risk in the Goods shall pass to the Customer upon delivery.
5.4 Upon receiving delivery the Customer should inspect and notify the Supplier of any problems as soon as reasonably possible after delivery. In addition the Customer will be required to acknowledge receipt with a signature. Wherever possible, the Supplier will position goods to meet requirements and dispose of all packaging/protective materials.
5.5 Liability for any damage to the Goods or Customer’s property during delivery will be restricted to the replacement of these Goods and/or the cost of repair to property. No liability can be accepted for damage resulting from negligence on the part of the Customer.
6 TITLE
Title in the Goods shall not pass to the Customer until the Supplier has been paid in full for Goods and any other Goods ordered by the Customer from the Supplier.
7 CUSTOMER’S OBLIGATIONS
To enable the Supplier to perform its obligations the Customer shall:
7.1 Co-operate with the Supplier;
7.2 Provide the Supplier with any information reasonably required by the Supplier;
7.3 Obtain all necessary permissions, licenses and consents which may be required before the commencement of the services, the cost of which shall be the sole responsibility of the Customer; and
7.4 Comply with such other requirements as may be set out in the Proposal or otherwise agreed between the parties.
8 SUPPLIER’S OBLIGATIONS
8.1 The Supplier warrants that the Goods will at the time of delivery correspond to the description given by the Supplier.
8.2 The Supplier shall perform the Services with reasonable skill and care and to a reasonable standard in accordance with recognised standards and codes of practice.
8.3 The Supplier accepts all responsibility for the condition of tools and equipment used in the performance of the Services and shall ensure that any materials supplied shall be free of defects.
8.4 Upon completion of the order and/or upon receipt of the Goods, the Customer should ensure that all documentation relating to the purchase/delivery is retained for future reference. In addition to statutory rights, all Goods sold and Services supplied by the Supplier carry a supplier/manufacturer guarantee. The conditions of such guarantees are supplied with the Goods. If the Goods develop a fault during the period of the supplier/manufacturer guarantee, the Customer should follow the instructions outlined in any supplier/manufacturer paperwork.
9 CANCELLATIONS AND REFUNDS
9.1. Cancellations
9.1.1. If the Goods are bespoke and have been made according to the Customer’s particular requirements or if the Supplier has otherwise incurred costs in connection with the order the Supplier shall be entitled to deduct from any refund of deposit the reasonable net costs incurred by the Supplier in complying with the contract or the net loss of profit resulting directly from the cancellation whichever shall be the greater. If the deposit paid is not enough to cover the costs incurred the Customer must pay to the Supplier the difference within 7 days of written request following notification of cancellation.
9.1.2 For non-bespoke goods the consumer shall have the right to cancel the order within 14 days from receipt of the goods.
9.1.3 Cancellation can be given in writing the Supplier as detailed in Clause 1.6 or via email to info@chapterlivingsolutions.co.uk
9.2. Refunds
9.2.1. Where the Goods are faulty or do not comply with the Proposal the Customer must notify the Supplier on delivery or within a reasonable time period thereafter and the Customer shall be entitled to replacement Goods or a full refund.
9.2.2. Refunds will be issued on all purchases for non bespoke goods cancelled within the cancellation period in 9.1.2. Goods must be returned in the original packaging by the Customer to the address shown in 1.6 at their own expense.
9.2.3. No refunds will be given if the Goods have been damaged by the Customer.
9.3. Any deposits relating to the purchase of bespoke materials of a non-standard size or specification relating to a bespoke curved rail stairlift, disabled shower, mobility aid and/or building adaptation are non-refundable.
10 PRODUCT AMENDMENTS
10.1.. The Supplier will design and plan Mobility Product Installations and Bathroom/Showers and Building adaptations according to the written/verbal requirement for the Customer provided by the Customer.
10.2. Manufacturers/Suppliers from time to time amend product specifications. Wherever possible the Supplier will advise the Customer of such changes at the time of purchase, however the Supplier cannot be held responsible for minor changes in specification not notified by manufacture/supplier. All items are sold for disability use only and the Supplier cannot accept responsibility for matters arising from the misuse of products purchased for those purposes not specified at the time of purchase. Any substantial amendments will be notified to the Customer for approval.
11 PRODUCT WARRANTY
The Supplier retains the right to charge a set fee for labour costs incurred for callouts relating to issues which (on inspection) are not the responsibility of the Supplier or not covered on the product warranty. The period of the product warranty and any additional requirements to maintain warranty, such as servicing requirements, will be detailed on the proposal/order form and invoice.
Warranty covers all parts excluding batteries. Accidental damage is not covered. Labour costs will apply once outside of the warranty period.
If a Lifetime warranty applies, this covers all labour and all parts costs, excluding batteries. Accidental damage is not covered. To maintain lifetime warranty, a service is required on an annual basis.
12 LIMITATION OF LIABILITY
12.1 Nothing in these terms limits our liability for death or personal injury caused by our negligence. Subject to that, our liability to you for any loss or damage is limited to what was reasonably foreseeable at the time the contract was made.
12.2 The Supplier shall not be liable under any circumstances to the Customer or any third party for any indirect or consequential loss of profit, consequential or other economic loss suffered by the Customer howsoever caused, as a result of any negligence, breach of contract, misrepresentation or otherwise.
12.3 For the avoidance of doubt, time shall not be of the essence and the Supplier shall incur no liability to the Customer in respect of any failure to complete the Services by any agreed completion date.
13 FORCE MAJEURE
Neither party shall be liable for any delay or failure to perform any of its obligations if the delay or failure results from events or circumstances outside its reasonable control, including but not limited to acts of God, strikes, lock outs, accidents, war, fire, breakdown of plant or machinery or shortage or unavailability of raw materials from a natural source of supply, and the party shall be entitled to a reasonable extension of its obligations.
14 INSTALLATION
The Supplier will endeavour to install Mobility & Associated equipment as quickly as possible.
15 SEVERANCE
If any term or provision of these Terms and Conditions is held invalid, illegal or unenforceable for any reason by any court of competent jurisdiction such provision shall be severed and the remainder of the provisions hereof shall continue in full force and effect as if these Terms and Conditions had been agreed with the invalid, illegal or unenforceable provision eliminated.
16 GOVERNING LAW
These Terms and Conditions shall be governed by and construed in accordance with the law of England and the parties hereby submit to the exclusive jurisdiction of the English Courts.
IT IS IMPORTANT THAT YOU RETAIN A COPY OF THE TERMS AND CONDITIONS AND THAT THEY SHOULD BE READ IN CONJUNTION WITH THE PROPOSAL AND/OR QUOTE PROVIDED FOR THE PROVISION OF GOODS AND SERVICES.
Complaints Policy
We always endeavour to provide the best service. However, on rare occasions there may be times when 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 work, please inspect the work to ensure everything has been carried out based on the contract terms and the high standards the business aims to achieve.
Please contact the business straight away with any concerns either by phone on 01562-547005, 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 that 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 029 2267 0040 who can explain if you are eligible to use their Alternative Dispute Resolution.
Last Updated: 10.07.2026
