1. About These Terms
These terms apply to enquiries and services provided by Thornbury Glasshouses ("we", "us" or "our") in connection with our glasshouse business. Our contact details are The Workshop, Gloucester Road, Cirencester, Gloucestershire, GL7 2NZ, United Kingdom and workshop@thornburyglasshouses.co.uk. They take effect on 2026-05-22. They explain the basis on which we discuss, design, supply, install, repair or otherwise carry out work relating to glasshouses, where that work is offered and agreed with you.
These terms are intended to be read alongside any written quotation, specification, order confirmation or separate agreement we provide. If a project document expressly sets out a different term for that project, the project document will take precedence for that term. Please read the documents before accepting a quotation or asking us to begin work. If anything is unclear, contact us so that we can clarify it before the project proceeds.
2. Services and Project Scope
The precise services available depend on the project and will be described in our quotation or other written correspondence. A quotation may identify the glasshouse, components, materials, dimensions, finish, site work, delivery, installation or other work included. Anything not expressly included should be treated as outside the agreed scope unless we confirm otherwise in writing.
Descriptions, drawings, photographs, examples and discussions are provided to help explain a possible project. They do not change the scope or specification of an agreed project unless incorporated into the written quotation or confirmed in writing by us. You should check all project details, including measurements, access, materials, finishes and any assumptions, before accepting our quotation.
We may need to adjust a proposed method or specification where reasonably required by site conditions, safety, availability or technical constraints. We will discuss any material change with you and agree its effect on price and timing before carrying it out, except where immediate action is reasonably necessary to protect people or property. No change is agreed merely because it has been discussed informally.
3. Quotations and Formation of Agreement
Our quotations are offers for the work and items described in them, subject to any stated conditions and validity period. A quotation is not a binding agreement until you accept it in the manner stated in the quotation, and we confirm acceptance or otherwise agree in writing to proceed. We may correct an obvious clerical or calculation error before an agreement is formed.
Before accepting, you are responsible for ensuring that the quotation reflects what you require and that information you have supplied is accurate and complete. If the project depends on measurements, photographs, drawings, plans or other information supplied by you, we may rely on that information unless we have expressly agreed to verify it. Tell us promptly if your requirements or the relevant site details change.
Any estimated price or timing that is not expressly stated as fixed is an estimate only. Where additional work becomes necessary because of circumstances not included in the quotation, we will explain the proposed additional work and any additional charge and seek your agreement before proceeding.
4. Your Responsibilities
You must provide information and decisions reasonably needed for us to carry out the agreed work, respond to requests within a reasonable time, and ensure that the site is accessible and reasonably safe for any agreed visit, delivery or installation. You must tell us about relevant site conditions, restrictions, hazards, access limitations, underground or concealed services and any permissions or approvals that may affect the work.
Unless we have expressly agreed in writing to obtain a permission or approval, you are responsible for securing any planning permission, building regulation approval, landlord consent, neighbour consent or other permission required for your project. You should confirm the applicable requirements with the relevant authority or a suitably qualified professional. We do not provide legal, planning, structural or other regulated professional advice unless that is expressly included in a separate written agreement.
You must use supplied products in accordance with any instructions we provide and take reasonable care of them. You must not ask us or our contractors to carry out work in a way that would be unsafe or unlawful. If your act or omission, or a condition at the site for which you are responsible, prevents or delays the work, we may agree a revised programme and recover reasonable additional costs where they are properly attributable to that issue.
5. Price, Payment and Changes
The price, payment schedule, deposit requirements and applicable taxes will be set out in the quotation or project agreement. Unless otherwise stated, amounts are payable in pounds sterling by the method and by the due dates specified in our invoice or project documents. You should raise any genuine invoice query promptly and provide enough information for us to investigate it.
If you fail to pay an undisputed amount by its due date, we may, after giving any notice required by law or the project agreement, suspend further work until payment is made. We may charge interest and recover costs only where permitted by applicable law. A suspension may affect the expected completion date, and we will notify you of any resulting programme change.
Changes requested by you after acceptance may affect the price, materials and timing. We will describe the proposed change and obtain your agreement to any additional charge or revised timing before carrying out that change. We are not responsible for delay or cost arising from a change that you request or approve, except to the extent caused by our own breach of contract or negligence.
6. Delivery, Installation and Completion
Any delivery or completion dates are estimates unless we have expressly agreed in writing that a date is fixed. We will take reasonable care to keep you informed of material delays. Timing may be affected by weather, supply availability, site readiness, access, your decisions, or other events beyond our reasonable control. We will not be responsible for delay to the extent caused by such circumstances, but will take reasonable steps to limit its effect.
You should inspect items and work within a reasonable time after delivery or completion and notify us promptly of any apparent damage, shortage or defect, with relevant details. This does not remove any rights you have under applicable consumer law, including rights relating to goods or services that do not conform to the contract. Any inspection or notice process we request is intended to help us investigate and resolve issues and does not restrict those statutory rights.
Where installation is included, you must provide the agreed access and site conditions. We may reasonably refuse or pause work if proceeding would be unsafe or if the site is materially different from the information on which the quotation was based. We will discuss the steps needed to resume and any reasonable additional cost before carrying out additional work.
7. Cancellation and Ending Work
If you are a consumer and the agreement is made at a distance or off our business premises, you may have a statutory right to cancel within a specified period under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. The right and cancellation period depend on the circumstances and the type of contract. We will provide any cancellation information and model cancellation form required by law where those rules apply.
If you ask us to begin services during a statutory cancellation period, we will obtain any legally required express request or acknowledgement. If you then cancel, you may be required to pay a proportionate amount for services already performed where the law permits. Statutory cancellation rights may not apply, or may be lost in specified circumstances, including certain made-to-measure or personalised goods, subject to the precise legal requirements. Nothing in these terms excludes a right that the law does not allow us to exclude.
Outside any statutory cancellation right, cancellation or termination is governed by the quotation or project agreement and applicable law. If either party commits a material breach and does not remedy it within a reasonable period after written notice where it is capable of remedy, the other party may end the agreement. On termination, you must pay for work properly completed and any goods or costs for which payment is due under the agreement and applicable law.
8. Quality, Warranties and Consumer Rights
We will provide services with reasonable care and skill. Goods supplied under a consumer contract must meet the standards required by the Consumer Rights Act 2015, including being of satisfactory quality, fit for a particular purpose made known to us where the statutory conditions are met, and as described. Services must also comply with the applicable statutory requirements. These terms do not limit or replace those rights.
Any additional warranty we expressly provide will be described in writing and will operate in addition to statutory rights, not instead of them. A warranty may have conditions concerning maintenance, use, installation or notification of a problem; those conditions will be stated with the warranty. We do not provide an additional warranty unless we have expressly confirmed one in writing.
Natural materials, handmade work and products exposed to outdoor conditions may show variations or changes consistent with their nature and ordinary use. We will not treat a characteristic as a defect where it was clearly disclosed, agreed as part of the specification, or is a normal feature that does not make the goods fail the applicable legal standards. This does not reduce your statutory rights.
9. Liability
Nothing in these terms excludes or limits our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, for breach of terms implied by law that cannot lawfully be excluded, or for any other liability that cannot be limited under the law of England and Wales. Nothing in these terms affects your statutory consumer rights.
Subject to the preceding paragraph, we are responsible for loss or damage that was reasonably foreseeable when the agreement was made and was caused by our breach of contract or negligence. We are not responsible for loss arising from inaccurate or incomplete information supplied by you, failure to follow instructions, misuse or unauthorised alteration of goods, or site conditions that were not disclosed and could not reasonably have been identified by us, except to the extent our own breach or negligence contributed to the loss.
Where you act wholly or mainly for purposes relating to your trade, business, craft or profession, and to the extent permitted by law, we exclude liability for indirect or consequential loss and loss of profit, business, revenue or opportunity. Any limit or exclusion in this paragraph does not apply where prohibited by law and does not apply to liability which cannot lawfully be excluded. We will not use this paragraph to remove or reduce consumer protections that apply to you.
10. Events Outside Our Control
We are not liable for failure or delay caused by an event beyond our reasonable control, such as severe weather, fire, flood, transport disruption, interruption to utilities, supplier failure, industrial action, an epidemic or pandemic, or a change in law or government action. We will notify you when reasonably practicable and take reasonable steps to reduce the effects on the project.
If such an event materially affects performance for an extended period, either party may discuss a revised arrangement or end the affected part of the agreement where permitted by law and the project documents. You remain responsible for amounts properly due for work already performed and goods supplied, subject to your statutory rights and any agreed refund terms.
11. Complaints and Contact
If you have a concern about a quotation, delivery, installation, product or service, please contact us promptly at workshop@thornburyglasshouses.co.uk or at The Workshop, Gloucester Road, Cirencester, Gloucestershire, GL7 2NZ, United Kingdom. Set out the relevant project details and explain the outcome you are seeking. We will review the matter and respond within a reasonable time, and may ask for photographs, documents or an opportunity to inspect the issue.
We will seek to resolve complaints directly and fairly. Contacting us does not prevent you from using any legal rights or remedies available to you. Where relevant, you may also seek advice from Citizens Advice or another appropriate consumer advice service.
12. Governing Law and General Terms
These terms and any agreement formed under them are governed by the law of England and Wales. If you are a consumer resident in Scotland or Northern Ireland, you may also be entitled to bring proceedings in your home jurisdiction and to rely on mandatory protections available there. Nothing in this section deprives a consumer of protections that cannot lawfully be excluded.
If a court or other competent authority finds any provision unenforceable, the remaining provisions continue to apply so far as the law permits. A failure or delay in enforcing a right is not a waiver of that right. Any waiver must be agreed in writing. These terms, together with the relevant quotation and written project documents, set out the agreement on their subject matter and replace earlier discussions about that subject, without affecting rights arising from fraud or other liability that cannot lawfully be excluded.
We may update these terms for future enquiries and agreements by publishing a revised version or providing it directly. The version applying to an existing project is the version agreed when that project contract was formed, unless you and we agree a change in writing or a change is required by law.