Terms and Conditions — HBF Bathrooms

Terms and Conditions

Last updated: September 2026

These terms are written in plain English. They explain how we work, what you can expect from us, and what we ask of you when you use our website or hire us for a bathroom renovation. Please read them before booking any work with us.

Who we are

We are HBF Bathrooms, a bathroom renovation company based in East London. When we say “we”, “us” or “our” in these terms, we mean HBF Bathrooms. When we say “you” or “your”, we mean you — the homeowner or person using our website or services.

Using our website

Our website is for your personal, non-commercial use. You can browse our content, view our previous work, and get in touch about a potential project. You agree not to copy, reproduce or republish any content from our site — including photos, text, and case studies — without our written permission.

We do our best to keep the website accurate and up to date, but we cannot guarantee that every detail is current at all times. Prices, availability, and timescales shown on the site are indicative and may change. Nothing on the website constitutes a binding offer or contract until we have agreed terms with you in writing.

How we work together

Every project begins with a consultation, usually a home visit, where we assess your bathroom, discuss what you want, and understand your budget. Following this, we will provide a written, itemised quote that sets out exactly what is included — labour, materials, fittings, and any preparatory work.

A contract between us is formed when you accept our quote in writing (by email, message or signature) and pay the agreed deposit. Until that point, any estimates, discussions or indicative costs are not binding on either side.

Behind the Wall Report

Where appropriate, we carry out a pre-start inspection — our Behind the Wall Report — to check for hidden issues such as damp, structural problems or plumbing defects before renovation begins. This helps us give you an accurate quote and reduces the risk of unexpected costs once work is underway.

If this inspection reveals issues that change the scope or cost of the project, we will discuss them with you honestly and agree a revised plan before proceeding. We will never carry out additional work without your approval.

Quotes and pricing

Our quotes are itemised so you can see exactly what you are paying for. The price in your accepted quote is the price you pay, unless the scope of work changes because of something neither of us could have reasonably foreseen — for example, hidden water damage discovered after tiles are removed.

If anything does change, we will tell you straight away, explain the options, and give you an updated cost in writing before doing any extra work. You always have the right to say no to additional work.

Payment terms

We ask for a deposit when you accept your quote. The remaining balance is split into staged payments tied to project milestones, which we will agree with you before work starts. We will always tell you when each payment is due and what it covers.

Final payment is due on completion of the project and your sign-off that you are happy with the work, subject to any snagging items we have agreed to address.

We do not ask for full payment up front. Our staged payment structure is designed to protect you and give you confidence at every step.

Snagging and your protection

At the end of every project, we carry out a walkthrough with you. If there are any small finishing issues — what the industry calls snagging — we will note them and put them right within an agreed timeframe.

Where we operate a snagging deposit arrangement, a portion of the final payment is held until all snagging items have been resolved to your satisfaction. This means you are never left chasing us to fix something after the job is done.

Our responsibilities

We will carry out all work with reasonable care and skill, using quality materials that meet relevant British Standards. We will keep you informed throughout the project with regular updates so you always know what is happening and what comes next.

We will treat your home with respect — protecting floors, keeping work areas tidy, and cleaning up at the end of each working day. We understand that having builders in your home is disruptive, and we aim to make it as smooth as possible.

All work will comply with current building regulations where applicable. If any part of the project requires building control sign-off or other certifications, we will arrange this and provide you with the necessary documentation.

Your responsibilities

We ask that you provide safe and reasonable access to the work area during the agreed project schedule. If you need to change the access arrangements or timeline, please let us know as early as possible so we can adjust.

If you are sourcing any materials or fittings yourself, they need to be on site by the agreed date. Delays in material delivery may affect the project timeline, and we will discuss any impact with you openly.

Please raise any concerns during the project rather than after completion — it is much easier for us to put things right as we go.

Changes to the project

If you want to change anything after work has started — a different tile, a layout adjustment, an additional fitting — just let us know. We will tell you whether it is possible, what it will cost, and how it will affect the timeline. All changes will be confirmed in writing before we proceed.

Project timeline

We will give you an estimated start date and completion date before work begins. We do our best to stick to these dates, but renovation work can sometimes be affected by factors outside our control — supply delays, unforeseen structural issues, or extreme weather.

If anything changes, we will let you know as soon as possible, explain the reason, and give you an updated timeline. We will never leave you guessing.

Cancellation

If you need to cancel before work begins, please tell us as soon as you can. If you cancel within 14 days of accepting your quote and before any work has started, we will refund your deposit in full. After 14 days, or if we have already ordered materials or begun preparation work, we may need to retain some or all of the deposit to cover costs already incurred. We will always be transparent about what those costs are.

If you need to cancel once work has started, you will be responsible for paying for work completed to date and materials already purchased. We will provide an honest breakdown.

Guarantee

We stand behind our work. All installation work carried out by us comes with a workmanship guarantee. The length and terms of the guarantee will be confirmed in your project agreement. This does not affect your statutory rights under UK consumer law.

Manufacturer warranties on products and fittings are separate and will be passed on to you with the relevant documentation.

Liability

We are fully insured for public liability and any accidental damage to your property caused by our team during the project. If something goes wrong because of our work, we will put it right.

We are not responsible for issues caused by pre-existing structural defects that were not visible or reasonably discoverable during our initial inspection, or for damage caused by third parties, misuse of fittings, or failure to follow care and maintenance guidance we provide.

Nothing in these terms limits or excludes our liability for death or personal injury caused by our negligence, fraud, or any other liability that cannot be limited by law.

Your privacy

We take your personal information seriously. We collect your name, contact details, property address and project information to provide our services and communicate with you. We do not sell or share your personal data with third parties for marketing purposes.

If we take photos of completed work for our portfolio or website, we will ask your permission first. You can withdraw that permission at any time.

We use cookies on our website to improve your browsing experience. For full details, please see our Privacy Policy.

Reviews and feedback

After every project, we ask customers for honest feedback. We use this to assess and improve the quality of our work. We may publish reviews on our website and marketing materials. All published reviews reflect genuine customer experiences, and we never edit feedback to change its meaning.

Complaints

If something is not right, we want to hear about it. Contact us directly and we will do our best to resolve the issue quickly and fairly. We aim to acknowledge any complaint within two working days and provide a resolution or clear next steps within ten working days.

Governing law

These terms are governed by the laws of England and Wales. Any disputes will be dealt with by the courts of England and Wales. This does not affect any rights you have as a consumer under UK law.

Changes to these terms

We may update these terms from time to time. When we do, we will update the date at the top of this page. The terms in place at the time you accept a quote are the ones that apply to your project.

Questions about these terms?

If anything is unclear, just ask. We would rather explain something now than have a misunderstanding later.

Email: hello@hbfbathrooms.co.uk

Phone: [your phone number]

Address: [your business address], East London