01What we provide
Inspection and testing to the relevant standard, carried out by a person holding the registration shown on the record, and the issue of that record.
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02Pricing and the unit of sale
Every price on the rate card carries its unit of sale. Where a property is materially larger than described at booking, we tell you before starting rather than after finishing.
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03Travel and surcharges
No travel charge. Parking is free where it is available; where it is not, the actual paid-parking cost is added to your invoice. The congestion charge is added to your invoice where it applies. There is no call-out fee and no evening or weekend surcharge. Haven is not VAT registered, so no VAT is added to any price.
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04When a booking is confirmed
A booking is confirmed when payment is verified, and not before. Payment is verified in one of two ways: for a payment made online, by a signed notification sent by Stripe directly to Haven; for a payment made another way, when a member of Haven’s staff records it against the booking. Returning to the site after paying does not itself confirm anything. Until payment is verified the booking is held as awaiting payment, and the site says so rather than implying the work is scheduled. You can see a booking’s status on its confirmation page, or in your account if you have one.
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BUSINESS INFORMATION REQUIRED — which payment methods other than online card payment Haven accepts (the system can record bank transfer and cash), and how a customer is told when staff confirm a booking.
05Services quoted rather than priced
Some services on this site carry no published price and cannot be added to a booking. Asking for a quote is a request for a figure, not an order, and no payment is taken at that point. Work begins only once a price has been agreed and a booking made in the ordinary way.
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06Access and failed appointments
What we need to gain access, how we handle a tenant who is not there, and when a re-attendance is chargeable.
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BUSINESS INFORMATION REQUIRED — the notice period for access failure and the re-attendance charge, if any.
07Remedial work
Quotes are itemised against coded observations. You are free to instruct another contractor. We re-test and reissue either way.
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08Limits of an inspection
What a non-destructive inspection can and cannot establish, how sampling and access caveats are recorded, and what is outside scope.
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09Cancellation, rescheduling and refunds
Notice periods, what if anything is charged, and how a refund is made where one is due.
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BUSINESS DECISION AND LEGAL REVIEW REQUIRED — no cancellation or refund policy has been set, and this build processes no refunds. Consumer cancellation rights for distance contracts must be addressed by a solicitor before publication.
10Liability and insurance
The scope and limits of our liability, and the insurance we carry.
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BUSINESS INFORMATION REQUIRED — insurer, policy type and cover limits. No figure is stated on this page because none has been supplied. LEGAL REVIEW REQUIRED for the limitation wording itself.
11Complaints and escalation
How to raise a complaint, our response times, and the accreditation body escalation route for each discipline.
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BUSINESS INFORMATION REQUIRED — the accreditation bodies Haven is actually registered with, and the registration numbers. None is stated anywhere on this site.
12Who you are contracting with
The legal entity providing these services, where it is registered, and how to contact it.
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13Governing law
The law and jurisdiction these terms are subject to.
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LEGAL REVIEW REQUIRED — jurisdiction clause to be settled by a solicitor.
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