St.James Way Ltd
Terms & Conditions
Last Amended: 20th January 2026
1. Introduction
These Terms & Conditions apply to all services provided by St. James Way Ltd (SJW). They govern the relationship between SJW and its customers for all work, whether residential, commercial, or part of a property management arrangement. By requesting, accepting, or approving any quotation, estimate, booking, or service from SJW, you confirm that you have read, understood, and agreed to these Terms & Conditions, which form part of the binding contract between us. These Terms operate alongside SJW’s Privacy Policy, Cookie Policy, and Website Terms of Use.
2. Definitions
“SJW”, “we”, “us”, “our” – St. James Way Ltd.
“You”, “Customer” – The individual, business, landlord, tenant, property manager, or organisation instructing SJW.
“Engineer / Tradesperson” – Any representative appointed by SJW to conduct services.
“Services” – Any work carried out by SJW, including repairs, installations, diagnostics, surveys, compliance works, emergency callouts, and related activities.
SJW reserves the right to refuse or discontinue any job at its discretion.
3. Scope of Services
SJW provides property maintenance and management services including (but not limited to):
Plumbing and drainage
Heating, boiler, and gas works
Gas Safety Certifications (CP12) and gas compliance inspections
Electrical installations, repairs, certification, and safety inspections
Appliance installations
Bathroom and kitchen works
Emergency callouts
Pest control
Domestic and commercial property maintenance
4. Hourly Rate Work
Where work is priced on an hourly basis:
A minimum 1-hour charge applies to all appointments.
Time is then billed in 30-minute increments.
Labour time includes assessment, diagnostics, testing, preparing the work area, determining required materials, and writing up job-related reports.
Where possible, SJW will attempt to complete repairs during the initial visit. If required parts are not available the same day, the visit remains fully chargeable as it includes full diagnostics and assessment.
Return visits are billed separately.
Time spent sourcing non-stock materials is chargeable. Collection of required parts is billed at the standard labour rate and capped at 30 minutes per visit.
All labour and materials are subject to VAT.
4.1 Fixed Price Work
Where a fixed price is agreed in advance:
The price covers labour and materials needed for the stated scope of work.
SJW reserves the right to amend fixed-price quotations if hidden conditions, additional issues, or customer-requested changes arise.
Fixed prices will not exceed more than 20% above the estimated time without customer approval.
5. Call-Out Policy
SJW aims to diagnose and repair faults during the initial visit wherever possible. Same-day repairs may not be achievable where specialist parts, manufacturer-ordered components, additional time, or specialist equipment is required.
In these situations:
The minimum call-out charge remains payable.
A separate visit will be required once parts are available and the quote is approved.
At SJW’s discretion, a reduction to the initial call-out charge may be applied if you proceed with the quoted repair.
6. Material Costs & Markup
Where SJW supplies materials, they are charged at trade cost plus a procurement and handling markup reflecting industry-standard practices. This covers sourcing, supplier coordination, delivery handling, stock control, warranty administration, and compliance checks. Materials are subject to VAT.
6.1 Material Pricing & Breakdown Requests
SJW may provide a summary of materials used but is not obligated to provide full cost breakdowns, supplier invoices, or proof of purchase. Pricing structures, trade discounts, and markups are confidential and non-negotiable.
6.2 Material Collection
For non-stock materials:
Collection time is chargeable and capped at 30 minutes.
Customers will be notified if additional time is required.
Only one tradesperson may leave site to collect materials.
7. Offers & Incentives
Promotions or discounts may be offered at SJW’s discretion and cannot be combined unless authorised in writing.
8. Invoices, Payments & Late Fees
8.1 Deposits: A 50% deposit is required for booked or estimated works. SJW may require full payment upfront depending on the work type.
8.2 Payment Terms
Invoices are due immediately unless otherwise agreed in writing.
8.3 Late Payment – Business (B2B)
Commercial clients are subject to the Late Payment of Commercial Debts (Interest) Act 1998.
8.4 Late Payment – Consumers (B2C)
Interest may be charged at 4% above Bank of England base rate. A £15 administrative fee applies per reminder.
8.5 Payment Difficulties
Customers must contact SJW immediately if experiencing hardship. Fees may be suspended where a payment plan is agreed.
9. Timekeeping
SJW will make reasonable efforts to attend appointments on time but is not liable for delays beyond its control.
10. Cancellation
Cancellations more than 24 hours before an appointment incur no charge.
Cancellations before 6:00pm the previous evening but within 24 hours incur a £65 fee.
Same-day cancellations are charged at the full 1-hour rate.
11. Satisfaction & Complaints
Dissatisfaction must be reported in writing within 12 months. SJW must be given the opportunity to inspect and rectify any issue.
12. Gas Certifications & Compliance
SJW provides Gas Safety Certificates (CP12) through Gas Safe registered engineers. Certificates are issued only where compliance standards are met. Additional remedial work is quoted separately.
13. Conditions for Warranty
Payment in full is required to activate any guarantee. SJW is liable only for work completed by its own engineers. Nothing limits liability for death or personal injury caused by negligence, fraud, or matters that cannot legally be excluded.
All gas work is carried out under each engineer’s individual Gas Safe registration.
13.1 What Is Not Covered
Guarantees do not apply to customer-supplied parts, tampering, misuse, declined advice, end-of-life systems, or unrelated faults.
13.2 Drainage Guarantee
Drainage works carry a 48-hour guarantee unless otherwise stated in writing.
13.3 Force Majeure
SJW is not liable for delays caused by events beyond reasonable control.
14. Customer Responsibilities
Customers must provide safe access, notify hazards, ensure utilities and parking access, and allow safe working conditions. Call-out charges still apply where access is not possible.
15. Photographic Evidence & Documentation
SJW may record works for job records, warranty evidence, and compliance. Images are not used for marketing without written consent.
16. Title to Goods
Goods remain the property of SJW until paid in full. Risk passes on delivery. Goods must be insured by the customer.
17. Acceptance of Quotes & Formation of Contract
By approving a quote or instructing work, you confirm acceptance of SJW’s Terms & Conditions, which form part of the binding contract.
18. General
These Terms may only be amended in writing and are governed by the laws of England and Wales. SJW’s Terms take precedence over any customer-supplied terms unless expressly agreed in writing.