Terms of business

These terms apply to roofing and related work we carry out for you. Please read them with your quotation: together they are the contract between us.

1. About these terms

1.1 “We”, “us” and “our” mean Cityline Roofing Expert Ltd, trading as Cityline Roofing Expert (Registered in England and Wales, company number 16669422; registered office: 47a Queensbury Road, London, England, NW9 8LS), of 4 Collingham Road, London SW5 0LT. “You” means the person or business who accepts our quotation.

1.2 If your quotation and these terms say different things, the quotation applies.

1.3 Some of these terms apply only if you are a consumer — an individual acting for purposes that are wholly or mainly outside your trade, business, craft or profession — and some only if you are a business. Where a term does not say, it applies to everyone.

1.4 If you are a consumer, nothing in these terms affects your legal rights. In particular, the law requires us to carry out the work with reasonable care and skill, and the materials we supply to be of satisfactory quality, fit for purpose and as described. Citizens Advice can tell you more about your rights.

2. Our quotation

2.1 Our quotation describes the work we will do, the materials we will use, the price, and anything that is not included. It is based on what we could see and what we were told when we looked at the property.

2.2 A quotation can be accepted for the period it states. After that we may need to look at it again before we can accept your instructions.

2.3 If you have a question about a quotation, or would like something in it changed, please ask before you accept it. You can do this from your quotation page or by contacting us.

2.4 Please tell us about anything you know that could affect the work or anyone’s safety — for example earlier repairs, fragile roof lights, or materials you know or suspect contain asbestos.

3. How the contract is made

3.1 A contract is made when you accept our quotation: on your quotation page, by signing a copy of it, or by telling us in writing — by email, for example — that you accept it.

3.2 When you accept on your quotation page, you type your name and confirm that you agree to pay the total shown. We then email you a confirmation.

3.3 If your quotation includes optional items, the contract covers the items you chose when you accepted it.

4. Your right to cancel

4.1 If you are a consumer and the contract is made away from our business premises — for example at your home, on your quotation page, by email or by telephone — you normally have the right to cancel it without giving any reason. The cancellation period ends 14 days after the day the contract is made or, if the work includes materials we supply, 14 days after the day the last of those materials is delivered to your property, whichever is later. How to cancel, and what happens to payments and to work already done, is set out in our cancellation information, which comes with every quotation and is also on our website. You may use the model cancellation form that comes with it, but you do not have to.

4.2 We will not start the work within the cancellation period unless you ask us to. You can ask when you accept the quotation, by ticking the box provided, or later in writing. If you ask us to start and then cancel within the period, you must pay for the work done up to the time you tell us you are cancelling. If you asked us to start early, you lose the right to cancel once the work is completely finished, as you acknowledge when you ask us.

4.3 If you asked us to come out to carry out urgent repairs or maintenance, you cannot cancel that urgent work, or the replacement parts we necessarily use in making the repairs. You can still cancel any other work, and any other goods, we supply on that visit that you did not specifically ask for.

4.4 Your right to end the contract for other reasons is in clause 15.

5. The price

5.1 The price is the one in the quotation you accepted. It changes only if a change to the work is agreed under clause 7.

5.2 The quotation shows the total price, including VAT where VAT is payable.

5.3 If the quotation describes any part of the price as an estimate or a provisional sum — for work that cannot be measured until the roof is opened up, for example — it says so and explains how the final figure will be worked out. We will not charge more than that figure unless you agree to the increase first, as clause 7 explains.

6. Deposits and payment

6.1 If the quotation asks for a deposit, it states how much. We may wait until the deposit is paid before we order materials or book the work.

6.2 We invoice the price as the quotation sets out. If the quotation does not say otherwise, we invoice the balance when the work is finished. Each invoice states when payment is due.

6.3 Please pay by bank transfer to the account shown on our invoice, or by another method we agree with you. We do not take card payments online at present.

6.4 Protect yourself from fraud: we will never tell you by email or text message that our bank details have changed. If you receive a message saying they have, do not pay — telephone us first, on the number on our website.

6.5 If an invoice is not paid by its due date, we will remind you. If it is still not paid, we may, after giving you written notice — at least seven days’ notice where the law requires it — pause further work until it is paid, and we may take steps to recover the debt. If you are a business, we may also claim interest and compensation under the Late Payment of Commercial Debts (Interest) Act 1998.

6.6 If you question part of an invoice, please tell us promptly, and pay the part you do not question.

6.7 If you are not a residential occupier of the property and the work is a construction contract under the Housing Grants, Construction and Regeneration Act 1996, that Act’s payment and adjudication provisions apply, and the Scheme for Construction Contracts applies wherever these terms do not meet its requirements.

7. Changes to the work

7.1 If you would like to change the work, tell us. We will tell you what the change would mean for the price and the timetable, and we will make it only once you have approved it.

7.2 Sometimes we find something during the work that could not reasonably have been seen before it started — rotten timber under the roof covering, for example. If that happens we will stop that part of the work, show you what we found, with photographs, and tell you what we recommend and what it would cost. We will not carry out extra paid work without your approval.

7.3 You can approve a change on the page we send you, or in writing. We confirm each approved change, and the new price, in writing.

7.4 If leaving things as they are would put the property at immediate risk — a roof left open with rain on the way, for example — we may do the minimum needed to make it safe and weathertight, and we will tell you straight away. Making safe is charged at a fair price, or not at all if our own work caused the risk, and we will discuss any cost with you before doing anything more.

7.5 We may make a minor change that does not affect the price or the quality of the work — using an equivalent product of the same or a better standard if the one specified is unavailable, for example. We will tell you about any such change, and we will ask you first if a substitute would change how the roof looks.

8. When the work is done

8.1 We will agree a start date with you. Roofing depends on the weather and on safe working conditions, so dates can move. If we need to change a date, we will tell you as soon as we can and agree a new one.

8.2 We will carry out the work within a reasonable time, and within any timescale the quotation states.

8.3 We are not responsible for a delay caused by events outside our reasonable control, such as severe weather, or a delay in getting materials that we could not reasonably have avoided. We will keep you informed and keep any delay as short as we can. If such a delay goes on for a long time, you may cancel any part of the work not yet started, and we will refund anything you have paid for it.

9. Access, and what we need from you

9.1 You agree:

• to give us safe access to the property and the roof at the times we agree;
• to provide access to electricity and water, if the quotation says we need them;
• to move vehicles and belongings where we reasonably ask; and
• to tell us about anything that could affect the work or anyone’s safety, including materials you know or suspect contain asbestos.

9.2 If you are not the only owner of the property, or are not its owner, you confirm that you have the permission needed to have the work done.

9.3 If we cannot work at an agreed time because access is not available, we will arrange another date with you. If that causes us extra cost — an extra day’s scaffold hire, for example — we may charge it, but only if it is reasonable and we have told you about it.

9.4 The quotation says what access equipment, such as scaffolding, is included, and who arranges any permit or licence it needs, including for access over a neighbour’s property or the pavement.

10. Permissions, regulations and asbestos

10.1 The quotation says whether we think the work needs Building Regulations approval, planning permission, listed building or conservation area consent, or a party wall agreement, and who is responsible for obtaining it. Unless the quotation says we will obtain them, planning permission, listed building and conservation area consents, and party wall matters are your responsibility, and so is their cost.

10.2 We carry out the work in line with the Building Regulations where they apply to it.

10.3 If we find, or suspect, asbestos, we will stop work in the area affected and tell you. Testing and removal are carried out by specialists, and are not included in the price unless the quotation says so.

11. Our work, materials and your property

11.1 We will carry out the work with reasonable care and skill, using materials that are of satisfactory quality, fit for purpose and as described in the quotation.

11.2 We will take reasonable care of your property while we work, keep the site reasonably tidy, and remove the waste our work creates, unless the quotation says otherwise.

11.3 Materials we supply become part of your property once they are fixed to it. Materials left over at the end of the job remain ours, unless you have paid for them separately.

11.4 We may use other skilled tradespeople or specialists, such as scaffolders, for parts of the work. We remain responsible for the work they do for us.

11.5 We take photographs before, during and after the work, as a record of what was found and what was done. We publish a photograph of your property — on our website or anywhere else — only with your permission, and if you withdraw it we will take the photograph down.

12. Finishing the work

12.1 When the work is finished we will ask you to check it with us, or to sign it off on the page we send you. Signing off does not affect your legal rights if a problem appears later.

12.2 If something is not right, tell us. We will put right anything that is our responsibility, and we keep a record of each point until it has been dealt with.

13. Guarantees

13.1 If your quotation includes a guarantee, we issue a guarantee certificate once the work is finished, any points raised at the end have been put right, and the work has been paid for in full, unless your quotation says otherwise.

13.2 The certificate states what the guarantee covers, how long it lasts, what you need to do to keep it valid (maintenance, for example), what it does not cover, how to make a claim, and whether it can pass to a new owner if you sell the property.

13.3 Some materials come with a manufacturer’s guarantee. That guarantee is given by the manufacturer, under its own terms.

13.4 A guarantee is in addition to your legal rights. It does not replace or reduce them.

14. If something goes wrong

14.1 If you are not happy with any part of our work or service, please tell us as soon as you can, so that we can put it right. Our complaints procedure, which is on our website, explains how to complain and what we will do.

14.2 If something we did is not as it should be, we will put it right at no cost to you within a reasonable time and without significant inconvenience to you. If we cannot, you may be entitled to a price reduction, which can be up to the full price; and if materials we supplied are faulty, you may also be able to reject them.

14.3 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. Loss or damage is foreseeable if it was obvious it would happen, or if, when the contract was made, both of us knew it might happen. We are not responsible for loss or damage that is not foreseeable.

14.4 We do not exclude or limit our liability where it would be unlawful to do so. That includes liability for death or personal injury caused by our negligence or that of anyone working for us; for fraud or fraudulent misrepresentation; and, if you are a consumer, for breaking your legal rights in relation to the work and the materials we supply.

14.5 We are not responsible for defects in parts of the property we did not work on, or for damage they cause, unless we caused the defect or made it worse.

14.6 If you are a business, we are not liable to you for loss of profit, loss of business, business interruption or loss of business opportunity, or for any indirect or consequential loss.

15. Ending the contract for other reasons

15.1 You may end the contract at any time before the work is finished by telling us. If you do — outside the cancellation period in clause 4, and not because of something we have done wrong — you must pay for the work already done and the reasonable costs we have already incurred and cannot recover, such as materials ordered for your job that cannot be returned. We may take these from any deposit and will refund the rest. We will not charge more than our actual loss, and we will show you how we worked it out.

15.2 You may also end the contract at once, and we will refund anything you have paid for work not done, if we break the contract in a serious way and do not put it right within a reasonable time of your asking us to.

15.3 We may end the contract by writing to you if an invoice is still not paid a reasonable time after we have reminded you in writing, or if we cannot get access to do the work and you do not agree a new date within a reasonable time of our asking. If we do, you must pay for the work done and the reasonable costs described in clause 15.1.

16. Your personal information

16.1 We use your personal information as our privacy notice explains. It is on our website, and we will send you a copy if you ask.

17. Other important terms

17.1 We may transfer our rights and obligations under the contract to another organisation. We will tell you if we do, and it will not affect your rights under the contract.

17.2 You may transfer your rights under the contract to someone else only if we agree in writing.

17.3 The contract is between you and us. Nobody else has any right to enforce any of its terms, except as a guarantee certificate provides.

17.4 If a court decides that part of the contract is unlawful, the rest of it continues to apply.

17.5 If we delay in enforcing the contract, we can still enforce it later.

17.6 These terms are governed by the law of England and Wales. If you are a consumer, you may bring proceedings in the courts of England and Wales, or, if you live in Scotland or Northern Ireland, in the courts of the place where you live. If you are a business, the courts of England and Wales have exclusive jurisdiction.

Last updated: 23 October 2026.