Terms of service

1. About us

BetterCallDanElectrical is a sole trader based in Ruislip, Greater London. The full registered postal address is available on request by phone or email. Our lead electrician holds Ofqual-regulated EAL Level 3 qualifications in Electrotechnical, 18th Edition (BS 7671:2018) and Electrical Installation Inspection, Testing & Certification. We carry £2,000,000 public liability insurance and operate as a Part P competent person.

2. Quotes and pricing

• Indicative prices shown on our website and quote tools are estimates based on typical jobs. The final fixed price will be agreed in writing before any work begins.
• Quotes are valid for 30 days unless otherwise stated.
• If, on arrival, the job is materially different to what was described, we will stop, explain the change, and provide an updated price for your written approval before continuing.
• All prices include VAT where applicable.
• There is no call-out fee provided no work is carried out beyond initial assessment. If you instruct us to proceed, the agreed fixed price or hourly rate applies from the moment work begins.

3. Bookings and cancellations

• Bookings are confirmed once we have agreed a date/time and price in writing (SMS, WhatsApp or email is sufficient).
• You may cancel or reschedule a booking free of charge by giving us at least 24 hours' notice.
• For cancellations with less than 24 hours' notice, we may charge a reasonable abortive-visit fee of up to £45 to cover scheduled time.
• Emergency call-outs may be cancelled free of charge until the engineer is physically en route to your address.

4. Carrying out the work

• All electrical work is carried out in compliance with BS 7671:2018 (18th Edition) and Part P of the Building Regulations.
• You are responsible for providing safe access to the property and the work areas.
• If we identify any urgent safety issues outside the agreed scope, we will report them to you and quote separately for remedial work — we will never carry out additional billable work without your written agreement.
• We will leave the work area clean and tidy, removing all packaging and old parts.

5. Certificates and compliance

• Where the work requires certification (e.g. EICR, Electrical Installation Certificate, Minor Works Certificate), we will issue the certificate on completion, typically by email within 5 working days.
• For notifiable work under Part P, we will notify Local Building Control through our Competent Person Scheme provider.
• Certificates remain our intellectual property until paid in full. On payment, the certificate becomes yours to use as proof of compliance.

6. Payment

• Payment is due on completion of the work or on issue of our invoice, whichever is later.
• For jobs over £500, we may request a deposit of up to 25% of the agreed price before starting work.
• Accepted payment methods: bank transfer, card payment, and cash.
• We do not pressure customers to pay in cash. You are free to choose your preferred payment method.
• Overdue invoices may be subject to interest at 4% above the Bank of England base rate, in accordance with the Late Payment of Commercial Debts (Interest) Act 1998 for business customers.

7. Warranty and guarantee

• All our workmanship is guaranteed for 12 months from the date of completion.
• Parts and materials are covered by their respective manufacturer warranties (typically 2–5 years for consumer units, 3 years for EV chargers).
• If any defect in our workmanship arises during the guarantee period, we will return at no charge to investigate and rectify.
• The guarantee does not cover faults caused by misuse, third-party tampering, damage, normal wear and tear, or issues with pre-existing wiring that we did not install.
• This guarantee is in addition to your statutory rights under the Consumer Rights Act 2015.

8. Liability

• We carry £2,000,000 public liability insurance covering damage caused by our negligence or our work.
• Our total liability for any claim is limited to the contract value or our insurance cover, whichever is greater, except where liability cannot be limited by law.
• We are not liable for: pre-existing electrical faults not part of our work; consequential losses such as loss of income, food spoilage during planned isolation, or business interruption; damage caused by other trades after we leave site.
• Nothing in these Terms excludes liability for death or personal injury caused by our negligence, fraud, or anything else that cannot be excluded by law.

9. Complaints

We aim to resolve complaints quickly and fairly. If you are not satisfied with any aspect of our work:

1. Contact us first on 07508 711874 or info@volt-guard.co.uk. We will acknowledge within 2 working days.
2. We will investigate and respond with a proposed resolution within 14 working days.
3. If we cannot agree a resolution, you may escalate to our Competent Person Scheme provider for independent review.
4. For consumer disputes that cannot be resolved, you may use the EU Online Dispute Resolution platform or contact Citizens Advice.

10. Right to cancel (consumer right)

If you booked our services off-premises (e.g. online or by phone) and you are a consumer, you have the right to cancel within 14 days of booking without giving any reason, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

If you wish us to start work within the 14-day cancellation period, you must give us express agreement to do so. In that case, if you subsequently cancel, you will be liable for the value of work carried out up to the point of cancellation.

For emergency call-outs that you have asked us to attend immediately, you waive the 14-day cancellation right once the work has been completed.

To cancel, contact us in writing at info@volt-guard.co.uk or by phone at 07508 711874.

11. Governing law

These Terms are governed by the laws of England and Wales. Any disputes will be subject to the exclusive jurisdiction of the courts of England and Wales.