Terms and Conditions

Lofts & Ladders UK
Last updated: 18 March 2026

1. Introduction

Welcome to Lofts & Ladders UK. These Terms and Conditions govern the provision of our services and use of our website. By engaging our services or using our website, you agree to be bound by these terms.

2. About Us

Lofts & Ladders UK is a small business based in Salisbury, Wiltshire, specialising in loft access solutions, including loft ladders, hatches, boarding, insulation, and related services.

3. Services

We provide installation and related services as agreed in writing (quotation, email, or invoice). All work will be carried out:

  • With reasonable care and skill
  • In accordance with agreed specifications
  • In compliance with relevant UK regulations where applicable

4. Quotations and Pricing

  • All quotations are valid for 30 days unless stated otherwise.
  • Prices are based on the information provided at the time of quoting.
  • We reserve the right to adjust pricing if:
    • Site conditions differ from those described
    • Additional work is required
  • Any changes will be discussed and agreed before proceeding.

5. Booking and Payment

  • Final payment is due upon satisfactory completion of works.
  • We accept payment via BACS bank transfer.
  • Late payments may incur additional charges.

6. Cancellations and Rescheduling

  • Cancellations must be made at least 48 hours before the scheduled work.
  • We reserve the right to reschedule due to:
    • Adverse weather
    • Illness
    • Unforeseen circumstances

7. Customer Responsibilities

You agree to:

  • Provide safe and reasonable access to the property
  • Ensure the working area is clear of obstructions
  • Inform us of any known hazards (e.g. asbestos, wiring issues)

We are not liable for delays or issues caused by failure to meet these responsibilities.

8. Workmanship Guarantee

We take pride in our work and offer a 3 Year workmanship guarantee on installations.

This does not cover:

  • Normal wear and tear
  • Misuse or damage after installation
  • Issues arising from pre-existing structural problems

9. Liability

  • We hold appropriate public liability insurance.
  • We are not responsible for:
    • Pre-existing defects in your property
    • Indirect or consequential losses
  • Our total liability shall not exceed the value of the work carried out.

10. Materials and Products

  • All materials supplied remain our property until fully paid for.
  • Manufacturer warranties apply where relevant.

11. Website Use

  • Not to misuse the site or attempt to gain unauthorised access
  • That all content is for general information only
  • That we may update content without notice

12. Privacy

We are committed to protecting your privacy. Any personal data collected will be handled in accordance with UK data protection laws. Please refer to our Privacy Notice for more details.

13. Complaints Policy

If you are unhappy with any aspect of our service, please contact us:

Lofts and Ladders UK Ltd always endeavours to provide the best service. However, on rare occasions there may be times where a customer may not be completely satisfied.

To ensure Lofts and Ladders UK Ltd can put things right for you, as soon as possible after the completion of the works, please inspect the work to ensure everything has been carried out based on the contract terms and to the high standards Lofts and Ladders UK Ltd aims to achieve.

Please contact Lofts and Ladders UK Ltd straight away with any concerns either by phone, email or write to us. If writing, get proof of posting.

Business Complaint Procedure

On receipt of your complaint Lofts and Ladders UK Ltd aims to respond within 5 days.

Lofts and Ladders UK Ltd will arrange a convenient date to come and view and/or remedy the situation within 28 days.

In the unlikely event Lofts and Ladders UK Ltd is unable to resolve your complaint having exhausted the business complaints procedure, it may be necessary to use another complaint service. Where we cannot resolve the complaint to your satisfaction and/or agree to the final resolution requests confirmed to us; and both parties agree a ‘deadlock’ has been reached, you can then escalate your complaint.

Lofts and Ladders UK Ltd has access to an Alternative Dispute Resolution (ADR) service for our domestic installation, service, repair and maintenance contracts as part of the Which? Trusted Traders Endorsement. If you choose to, you can refer your complaint to Which? Trusted Traders’ Alternative Dispute Resolution. You will need to contact Which? Trusted Traders on 02922 670 040 who can explain if you are eligible to use their Alternative Dispute Resolution.

14. Governing Law

These Terms and Conditions are governed by the laws of England and Wales.

15. Changes to Terms

We reserve the right to update these Terms and Conditions at any time. The latest version will always be available on our website.

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