Terms & Conditions of Business
Effective from Monday 19th October 2026
How these terms are organised. Part A applies to every customer. Part B applies only to business (trade) customers. Part C applies only to consumers (homeowners and other individuals buying for their own use). Part D (ownership of goods) applies to everyone.
Part A – Terms for all customers
1. Who we are
1.1 In these terms, "we", "us" and "our" mean the ETC company named on your quotation, order confirmation or invoice. That company will be one of:
(a) Evesham Trade Centre Ltd (trading as ETC Windows) – Company Number 07642672
(b) GM Roofing (Evesham) Ltd, company no. 06469399
1.2 Each company is registered in England and Wales. Registered office: Unit D5, The Enterprise Centre, Vale Business Park, Evesham, Worcestershire, WR11 1GS. Telephone 01386 244042. Email
1.3 Your contract is only with the company named on your paperwork. No other company in the group is a party to it or responsible under it.
2. These terms and your contract
2.1 These terms apply to every quotation, order and contract under which we supply goods, carry out surveys, installation, repair or other work, or both ("the Works").
2.2 Your contract is made up of your quotation (including its specification, price, payment stages and any guarantee summary) and these terms. If the quotation and these terms conflict, the quotation takes priority.
2.3 You are a "consumer" if you are an individual acting wholly or mainly outside your trade, business, craft or profession. Otherwise you are a "business customer".
3. Quotations, surveys and orders
3.1 Quotations are valid for 30 days from the date of issue unless the quotation says otherwise.
3.2 A contract is formed when you accept our quotation (by signing it, accepting it online or paying the deposit), or, for counter and account sales, when we accept your order.
3.3 Quoted prices are based on our survey and the information you give us. Where a further (technical) survey is needed before we order materials, we will tell you in writing if it shows that the work or materials need to change. If this changes the price and you do not agree the new price, either of us may end the contract and we will refund your deposit in full.
3.4 If we find an obvious error in a quoted price after you have accepted, we will contact you before going ahead. You may then cancel and we will refund everything you have paid.
4. Price and payment
4.1 Prices to consumers include VAT at the current rate. Prices to business customers exclude VAT, which is added at the current rate. If the VAT rate changes before the tax point, we will apply the new rate.
4.2 You must pay any deposit and stage payments shown on your quotation. Unless the quotation says otherwise: for installation work, a deposit of 50% is due on acceptance and the balance is due on completion; for supply-only orders, a deposit 50% is due with the order and the balance before delivery or collection.
4.3 We accept bank transfer and debit or credit card (including through our secure payment link). Finance and instalment options (for example Klarna) are available where shown on your quotation.
4.4 If you think an invoice is wrong, please tell us in writing within 14 days of receiving it, explaining why. We will look into it promptly. You must still pay any part of the invoice that is not in dispute by the due date.
4.5 If you do not pay on time, we may, after giving you at least 7 days’ written notice, suspend the Works or further deliveries until you pay. Interest on late payment is dealt with in clause B5 (business customers) and clause C7 (consumers).
5. Products, changes and discontinued items
5.1 Products will match the description in your quotation. Natural materials (such as timber, slate, stone and clay) and factory finishes can vary slightly in colour, grain and texture. These variations are not defects.
5.2 Discontinued or unavailable products. If a product in your quotation becomes unavailable (for example because the manufacturer or supplier discontinues it or stops trading), we may supply an alternative of the same or better quality and performance and as close as reasonably possible in appearance, at no extra cost. We will tell you before we do this. If you are a consumer and the change is significant to you, you may cancel the affected part of the contract and we will refund what you have paid for it.
5.3 Any change you ask for, and its effect on the price and timing, must be agreed in writing (email is fine) before we carry it out. We may also make changes needed to comply with the law, Building Regulations or safety requirements, and we will tell you about them.
6. Delivery, collection and risk
6.1 We will deliver to the address agreed. You must make sure there is safe access for our vehicles and someone available to receive the goods.
6.2 Risk of loss or damage passes to a business customer on delivery or collection. For consumers, risk passes when the goods come into your physical possession or that of someone you nominate. Where we install the goods, risk passes on completion of the installation.
6.3 Please check goods on delivery and note any visible damage or shortage on the delivery note. Clause B3 sets the reporting time limits for business customers. Consumers should tell us as soon as possible. This does not affect your legal rights.
7. Installation and site work
7.1 Where we carry out work at a property, you agree to:
(a) give us safe access at the agreed times and clear furniture, fittings and belongings from the work areas;
(b) provide electricity, water and toilet facilities at no charge;
(c) tell us before work starts about anything you know of that could affect the work or safety, including hidden pipes and cables, structural problems and any asbestos; and
(d) obtain any permission you need as owner or occupier (for example planning or listed-building consent, landlord or freeholder consent, party wall agreements and your buildings insurer) unless your quotation says we will do this.
7.2 Hidden conditions. If we find something that could not reasonably have been seen at survey (for example rotten timbers, failed lintels, defective brickwork or asbestos), we will stop the affected work, explain the problem and agree any extra work and cost with you in writing before continuing.
7.3 External and roofing work depends on the weather. We may reschedule work for weather or safety reasons, and we will keep you informed.
7.4 Removing old windows, doors or roof coverings can cause some unavoidable disturbance to surrounding plaster, decoration and finishes. Your quotation states what making good is included. We will put right any other damage we cause.
7.5 We may use approved subcontractors. We remain responsible for their work. We are not responsible for work done by other trades that you arrange directly, even if we recommended them.
7.6 Where the installation must be notified under the Building Regulations and we are registered with a competent person scheme (such as FENSA), we will notify it and you will receive the certificate after completion and payment.
8. Guarantees and manufacturer warranties
8.1 Our workmanship guarantee. Where your quotation includes a guarantee, we will give you a written workmanship guarantee for the period stated. It starts on the completion date and is issued once the invoice is paid in full. It covers the way we installed the products, not the products themselves. Its full terms and exclusions are set out in the guarantee and summarised in your quotation.
8.2 Manufacturer warranties. Products and materials come with the manufacturer’s own warranty or guarantee. That warranty is given by the manufacturer, not by us, and its terms and length are set by the manufacturer. We will give you details with your guarantee and, where possible, register the warranty in your name. We will help you make a claim under it.
8.3 If a manufacturer or supplier stops trading. If a manufacturer or supplier stops trading, or does not honour its warranty, its warranty ends and we do not take it over. For consumers, this does not affect your legal rights against us for goods and work that were faulty when supplied (see Part C).
8.4 Insurance-backed guarantees. Where your installation is notifiable under the Building Regulations through FENSA, you will also receive an insurance-backed guarantee, which protects your installation guarantee if we stop trading. Insurance-backed guarantee can be offered under GM Roofing on request.
8.5 Guarantees and warranties are in addition to your legal rights and do not reduce them.
9. Liability – all customers
9.1 Nothing in these terms limits or excludes our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for anything else that cannot be limited or excluded by law.
9.2 Our other liability is set out in clause B4 (business customers) and clause C5 (consumers).
10. Ending the contract
10.1 We may suspend or end the contract by written notice if you do not pay a sum that is due within 14 days of a written reminder, if you do not give us access to carry out the Works after reasonable requests, or (for business customers) if you become insolvent.
10.2 If the contract ends, you must pay for goods supplied and work done up to that point. We will refund any amount you have paid for goods or work not provided, less our reasonable costs already incurred (such as made-to-measure products already ordered).
11. Events outside our control
11.1 We are not responsible for delays or failures caused by events outside our reasonable control, such as extreme weather, supplier or manufacturer failure, transport disruption, fire, flood or illness. We will tell you as soon as possible and do what we reasonably can to limit the delay. If the delay is likely to last more than 8 weeks, either of us may end the affected part of the contract and we will refund what you have paid for it.
12. Complaints
12.1 If you are unhappy, please contact Customer Care on 01386 244042 or email
12.2 If we cannot resolve your complaint, you may refer it to the dispute resolution service of Which? Trusted Trader
13. General
13.1 We use your personal data as described in our Privacy Policy at www.etc.team/privacy-policy.
13.2 If any part of these terms is found to be unenforceable, the rest remains in force. If we delay enforcing any right, we can still enforce it later.
13.3 No one other than you and us has any right to enforce these terms. You may not transfer your rights under the contract without our written agreement (this does not affect the transfer rules in our guarantees).
13.4 These terms are governed by the law of England and Wales, and the courts of England and Wales have jurisdiction. Consumers who live in Scotland or Northern Ireland may also bring proceedings in their local courts.
Part B – Additional terms for business (trade) customers
B1 These terms apply instead of any terms you put forward (for example on a purchase order). Where we have signed a separate building contract (for example a JCT contract or subcontract), that contract takes priority for those works, and our Commercial Workmanship Warranty applies where stated.
B2 Defective goods. If goods we supply are defective in materials or manufacture when delivered, we will, at our option, repair or replace them or refund the price, provided that:
(a) you tell us in writing within 14 days of discovering the defect.
(b) you give us a reasonable chance to inspect the goods and do not continue to use, alter or fit them after discovering the defect; and
(c) the defect is not caused by fair wear and tear, misuse, incorrect storage, handling or installation by anyone other than us, or by following your specification.
B2.1 After that period, your remedy is the manufacturer’s warranty. We will pass on to you the benefit of any manufacturer’s warranty we receive, and you must claim under it directly. If the manufacturer or supplier stops trading, we have no further liability for the goods beyond this clause B2. Clause B2 sets out your only remedy for defective goods.
B3 Delivery claims. You must note visible damage or shortages on the delivery note and confirm them to us in writing within 48 hours of delivery. You must report non-delivery within 7 days of the invoice date. If you do not, the goods are treated as delivered in good condition. Delivery dates are estimates and we are not liable for delay.
B4 Limit of liability. Subject to clause 9.1:
(a) we are not liable for loss of profit, revenue, business, contracts or goodwill, or for any indirect or consequential loss;
(b) our total liability under or in connection with each order is limited to the price paid for the goods and services under that order; and
(c) the terms implied by sections 13 to 15 of the Sale of Goods Act 1979 and sections 3 to 5 of the Supply of Goods and Services Act 1982 are excluded to the fullest extent the law allows.
B5 Credit accounts and late payment. Credit accounts are subject to approval and to a credit limit, and we may suspend or withdraw credit at any time. Account invoices are payable 30 days net from the invoice date. Customers without a credit account must pay with the order or, at our discretion, on delivery. We may charge interest and compensation on late payments under the Late Payment of Commercial Debts (Interest) Act 1998, plus our reasonable costs of recovery.
B6 You must pay all sums due in full, without any set-off, deduction or counterclaim.
B7 Returns of goods that are not faulty are by agreement only and may carry a restocking charge of 20%. Goods must be returned within 14 days, unused and in their original packaging. Special-order and made-to-measure items cannot be returned.
Part C – Additional terms for consumers
C1 Your legal rights. We must supply goods that are as described, fit for purpose and of satisfactory quality, and carry out work with reasonable care and skill. If goods are faulty you may be entitled to reject them within 30 days, or to a repair or replacement, or a price reduction or refund. If work is not done with reasonable care and skill, you may be entitled to have it done again or to a price reduction. Nothing in these terms affects these rights. For more information, contact Citizens Advice (www.citizensadvice.org.uk, 0808 223 1133).
C2 Who is responsible. Your legal rights for faulty goods and work are against us, not the manufacturer. A manufacturer’s warranty (clause 8) is an extra benefit on top of those rights.
C3 Your right to cancel. If you entered into the contract away from our premises (for example in your home) or at a distance (for example by phone, email or online acceptance of your quotation), you have the right to cancel within 14 days without giving a reason. The 14 days run from the day the contract is made for installation and other service contracts, and from the day you receive the goods for supply-only contracts. To cancel, tell us clearly by letter or email (you may use the form in the Schedule). We will refund all payments within 14 days of being told.
C4 Starting within the 14 days. We will not start work or order made-to-measure products within the cancellation period unless you expressly ask us to in writing. If you do ask, and then cancel within the 14 days, you must pay a proportionate amount for anything we have done up to the time you cancel, which may include the cost of made-to-measure products already ordered. Supply-only goods made to your own specification cannot be cancelled once manufacture has started.
C5 Our liability to you. 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. We supply our goods and services for domestic use only, so we are not responsible for any loss of business or profit.
C6 Cancelling after the 14 days. If you cancel after the cancellation period has ended (or after work has started at your request), we will refund your deposit less our reasonable costs actually incurred (for example made-to-measure products ordered and survey and design work). We will not keep more than those costs and will show you how they were worked out.
C7 Late payment. If you pay late, we may charge interest on the overdue amount at 4% a year above the Bank of England base rate from the due date until payment. We will not charge interest on any amount you are disputing in good faith while the dispute is resolved.
C8 Counter purchases. Your 14-day cancellation right does not apply to goods you buy in person at our trade counters or showroom. You still have your legal rights for faulty goods.
Part D – Ownership of goods (retention of title)
D1 Ownership of goods passes to you only when we have received payment in full for them. For business customers, payment in full also includes all other sums then due from you to us on any account.
D2 Until ownership has passed, a business customer must:
(a) hold the goods as our bailee, store them separately from other goods and keep them identifiable as ours;
(b) not remove, cover or alter any identifying marks or packaging;
(c) keep the goods in good condition and insured for their full price against all risks; and
(d) not charge or encumber the goods in any way.
D3 A business customer may resell the goods in the ordinary course of its business before ownership passes, acting as principal and not as our agent, for full market value.
D4 A business customer’s right to keep the goods ends immediately if it becomes insolvent (or takes or suffers any step towards insolvency), stops or threatens to stop trading, fails to pay any sum when due, or charges or encumbers the goods. We may then require the goods to be returned and may enter any premises where they are kept to inspect and recover them.
D5 We may sue for the price of goods even though ownership has not passed. Our rights under this Part D continue after the contract ends.
Schedule – Cancellation form (consumers)
Complete and return this form only if you wish to cancel the contract within the 14-day cancellation period.
To: Evesham Trade Centre, Unit D5, The Enterprise Centre, Vale Business Park, Evesham, Worcestershire, WR11 1GS. Email:
I/We hereby give notice that I/We cancel my/our contract for the supply of the following goods / the supply of the following service: ______________________________
Quotation / job reference: ____________________ Ordered on / received on: ____________________
Name of consumer(s): ______________________________________________
Address of consumer(s): ____________________________________________
Signature of consumer(s) (only if this form is sent on paper): ____________________ Date: ____________
