Sustento Services Limited Terms and Conditions
These Terms and Conditions ("Agreement") govern the services provided by Sustento Services Limited, a company registered in the United Kingdom under Company Number 16068155, whose registered office is at 18A Plough Lane, Purley, CR8 3QA (“Sustento”, “we”, “us”, or “our”). By engaging Sustento Services Limited, you ("Customer", "you", "your") agree to these terms.
1.1 "Contract" refers to the agreement between the Customer and Sustento for the provision of services, including these terms.
1.2 "Services" means the building, landscaping, property maintenance, and other related services described in any quotation or documentation issued by Sustento, and which may be modified through written agreement.
1.3 "Customer" refers to the individual or entity receiving services from Sustento.
1.4 "Sustento" refers to Sustento Services Limited.
1.5 For the purposes of this Agreement, references to one gender include all genders, and references to the singular include the plural when appropriate.
2.1 All quotations, orders, instructions, and work authorisations are governed by these terms. These terms supersede any other terms appearing elsewhere unless agreed otherwise in writing.
2.2 The Customer acknowledges that no representations or warranties, except as set out in these terms, have been made by Sustento to induce the Customer into entering this Agreement.
3.1 Quotations are valid for 28 days from the date of issue unless withdrawn by Sustento.
3.2 Accepted quotations are fixed based on the information available at the time of pricing. Adjustments may be required where site conditions differ from those described, additional works are requested, or where material cost increases exceed 10%.
3.3 Services will be charged based on Sustento’s standard rate card if no written quotation has been provided.
3.4 If previously concealed or unforeseen site conditions are discovered after work has commenced, Sustento reserves the right to adjust costs and timelines accordingly. Additional works will be discussed and agreed before proceeding where reasonably possible.
3.5 Any works requested by the Customer outside the agreed quotation will be treated as a variation and may incur additional charges and time extensions. Variations instructed verbally, by message, or in writing by the Customer will be considered authorised.
4.1 Deposits: A non-refundable deposit of 30% of the total project value is required at the time of booking. The deposit forms part of the total contract sum. Where staged invoices are issued based on progress or quotation line items, total payments made during the project may temporarily exceed the value of completed stages, with the overall balance adjusted accordingly in the final invoice.
4.2 Payment Schedule: Payments are due according to the stages outlined in the project agreement.
4.3 Final Payment: The final payment becomes due upon practical completion of the works. Any agreed snagging items will be completed within a reasonable period following completion.
4.4 Late Payment: Payments overdue will incur interest at 4% above the Bank of England base rate.
4.5 Sustento reserves the right to suspend works where staged payments are not made when due. Any delays or additional costs arising from suspension may be chargeable.
4.6 Materials supplied remain the property of Sustento until payment is received in full.
5.1 The Customer is responsible for obtaining all necessary permits and ensuring safe access to the worksite.
5.2 The Customer must ensure a safe environment for Sustento’s personnel and provide necessary utilities (e.g., power, water).
5.3 The Customer must ensure that any third-party permissions required for access to properties are obtained.
5.4 Where materials or products are supplied by the Customer, Sustento accepts no responsibility for delays, defects, incompatibility, or additional labour arising from their use.
5.5 The Customer must provide reasonable access and parking arrangements for personnel and materials. Additional costs arising from restricted access or parking charges may be chargeable.
6.1 Dates for commencement and completion are estimates only. Sustento is not liable for delays due to unforeseen circumstances or events beyond its control, including weather conditions, supplier delays, or third-party actions.
6.2 Sustento will make reasonable efforts to complete the project within the stated timeframes.
6.3 Sustento is not responsible for delays or defects caused by third-party contractors working before, during, or after Sustento’s works.
7.1 The Customer is responsible for the removal of all waste materials, unless agreed otherwise in writing.
8.1 Sustento is not liable for failure to perform due to circumstances beyond its control (e.g., weather, strikes, or other force majeure events).
9.1 The Customer must inspect the Services upon completion and notify Sustento of any issues within 3 days.
9.2 Complaints must be submitted in writing. Sustento will acknowledge receipt and aim to resolve any issues promptly.
9.3 Snagging relates only to defects in agreed works and does not include new works, cosmetic preferences, or changes requested after completion.
9.4 Requests for changes after the Customer has signed off the work may incur additional charges.
9.5 Final payment shall not be unreasonably withheld due to minor outstanding items or snagging works which do not prevent normal use of the completed works. Sustento will return within a reasonable time to complete agreed snagging items.
10.1 The Customer shall confirm satisfaction with each phase of the project before the next phase proceeds where applicable.
11.1 Sustento will repair defects resulting from its workmanship within 3 months of completion.
11.2 Exclusions include manufacturer guarantees, wear and tear, environmental factors, misuse, improper maintenance, or modifications by the Customer or third parties.
11.3 Sustento’s liability is limited to the cost of repairing defects caused by its workmanship and does not extend beyond this.
12.1 Cancellations made within 48 hours of the scheduled start date may incur a charge of up to 30% of the project value to cover lost scheduling and preparation costs.
12.2 Deposits are non-refundable, as they secure the booking and cover initial preparations.
13.1 Sustento will handle Customer data in compliance with applicable data protection laws. A full privacy policy will be available on request.
13.2 Sustento reserves the right to photograph completed works for marketing purposes, without identifying personal information or property address unless permission is expressly refused.
14.1 In the event of a dispute, the parties agree to first attempt resolution through direct communication.
14.2 If unresolved, the parties may agree to refer the matter to mediation before legal proceedings are commenced.
15.1 This Agreement shall be governed by English law.
15.2 Any disputes arising under or in connection with this Agreement shall be subject to the exclusive jurisdiction of the English courts.
16.1 No variation of these terms shall be effective unless made in writing and agreed upon by both parties.
