Terms & Conditions

1. Who we are

ATEN11 is the trading name of ATEN11 LTD, a company registered in England and Wales (company number 15002556). In these terms “we”, “us” and “our” mean ATEN11 LTD, and “you” means the person or business we are carrying out work for.

You can reach us at contact@aten11.co or on 07478 701027.

2. Quotes

We give a written quote before starting work. A quote is based on the work as described to us and, where relevant, on what we could see at the time. It is not a commitment until you accept it and we confirm we can take it on.

Where we give a date for starting or finishing work, that date is a reasonable estimate rather than a guarantee, unless we have agreed otherwise in writing.

3. Payment

The price and the payment stages are set out in your quote. What is appropriate depends on the job: smaller work is usually invoiced on completion, while larger or bespoke work normally involves a deposit to secure the booking and cover materials or off-site fabrication, with the balance payable in stages.

Invoices are payable on receipt unless a different date is stated on the invoice. Where an amount due remains unpaid we may pause work until it is paid, and we may charge reasonable interest on overdue amounts to the extent the law allows.

Materials we have supplied but not yet fixed in place remain ours until they have been paid for in full, so far as the law allows.

4. Changes to the work

If you ask for something outside what was quoted, that is a change. We will tell you what it means for the price and the timescale before carrying it out, wherever it is practical to do so. Changes can be agreed by email, text or WhatsApp — they do not need a formal document.

Work that becomes necessary because of something nobody could reasonably have known about beforehand is also treated as a change.

5. What we find on site

A quote assumes the property is reasonably suitable for the work described. If, once we start, we find concealed damage, unsuitable surfaces, hidden pipes or cables, structural problems or dimensions that differ from what was visible, the additional work needed is treated as a change under section 4.

We will always tell you what we have found and what it means before carrying on.

6. What we need from you

To do the work we need reasonable access to the property at the agreed times, and the working area reasonably clear. Where you are supplying materials or fittings yourself, they need to be available when we need them.

Delays caused by access problems, materials you are supplying arriving late, changes you request, or anything else outside our reasonable control may push back the completion date and may lead to reasonable additional charges where they cost us money.

7. Standard of work and our guarantee

We will carry out the work with reasonable care and skill, using materials of satisfactory quality, as required by the Consumer Rights Act 2015. If something is not right, tell us and we will put it right.

We guarantee our workmanship for 12 months from the date the work is completed. If something we did fails in that time because of how it was carried out, tell us and we will return and put it right at no charge to you.

The guarantee covers our own work. It does not cover:

• Fair wear and tear, or damage caused after we finished — by accident, misuse, or someone else working on the same area
• Faults in materials or fittings you supplied yourself, or in existing work we were asked to work around rather than replace
• Problems caused by something outside the work we did, such as movement in the building or a pre-existing defect we flagged at the time

Manufacturers’ guarantees on materials and appliances we fit are separate from ours, and run for whatever period the manufacturer offers. We will pass on the paperwork.

We hold public liability insurance. Details are available on request.

Nothing in these terms, including this guarantee, removes or reduces your statutory rights. Under the Consumer Rights Act 2015 you may have remedies available for longer than 12 months.

8. Cancelling

If you are a consumer and we agreed the contract away from our business premises — at your home, or by phone, email or WhatsApp — you have the right to cancel within 14 days of agreeing it, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. To cancel, just tell us in writing at contact@aten11.co.

If you ask us to start work during that 14-day period and then cancel, you will need to pay for the work already done and for materials already bought or ordered for your job.

Outside that period, either of us can end the arrangement in writing if the other has broken these terms in a serious way and has not put it right within a reasonable time of being told. If you cancel after we have started buying materials, arranging fabrication or carrying out work, you will need to pay for the work done and the costs we have already committed to — including bespoke items made for you. Anything left over from a deposit is refunded.

9. Subcontractors

We may bring in other tradespeople to carry out part of the work. Where we do, they are working for us: we pay them, and we remain responsible to you for the work.

10. Drawings and designs

Drawings, templates, details and designs we produce remain ours unless we agree otherwise in writing. You are free to use anything we have given you for the purposes of your own job.

11. Your information

We treat what you tell us about your property and your plans as confidential, and we will not pass it on except where we need to in order to do the work or where the law requires it. How we handle personal data is set out in our Privacy Policy.

12. Liability

Each of us is responsible for loss or damage we cause by breaking these terms or through our own negligence.

Nothing in these terms excludes or limits our liability where the law does not allow it to be excluded or limited — including liability for death or personal injury caused by negligence, or for fraud.

13. General

If any part of these terms turns out to be unenforceable, the rest still applies. If we do not insist on something on one occasion, that does not stop us insisting on it later.

Notices under these terms can be given by email to contact@aten11.co, or to the email address you have given us.

These terms are governed by the law of England and Wales, and the courts of England and Wales have jurisdiction.

14. Changes to these terms

We may update these terms. The version that applies to your job is the one in place when you accepted your quote, and the date above shows when this version was published.