Furbnow BuildPack: Terms & Conditions

We can change services and these terms

Changes we can always make. We can always change a service:

• to reflect changes in relevant laws and regulatory requirements such as changes to Building Regulations 2010, Planning Regulations and any relevant regulation regarding grants legislation; and

• to make minor technical adjustments and improvements, for example improvements in our customer portal to improve the experience and quality of the service and adjustments based on feedback on our quality management procedure. These are changes that don't affect your use of the service.

Changes we can only make if we give you notice and an option to terminate. We can also make the following types of change to the service or these terms, but if we do so we'll notify you and you can then contact our Customer Service Team via email at hello@furbnow.com to end the contract before the change takes effect and receive a refund for any services you've paid for in advance, but not received:

• when we change the way we deliver the service, for example no longer sending a Retrofit Coordinator; and

• when we change the scope of the service so it no longer includes the outputs and deliverables originally scoped when purchased.

We can suspend supply (and you have rights if we do)

We can suspend the supply of a service. We do this to:

• deal with technical problems or make minor technical changes;

• update the service to reflect changes in relevant laws and regulatory requirements; or

• make changes to the service (see “We can change services and these terms”).

We let you know, may adjust the price and may allow you to terminate. We contact you in advance to tell you we're suspending supply, unless the problem is urgent or an emergency. If we suspend supply, or tell you we're going to suspend supply, for more than 14 days you can contact our Customer Service Team via email at hello@furbnow.com to end the contract and we'll refund any sums you've paid in advance for services you won't receive less reasonable costs we have already incurred where we have begun to provide the services.

We can withdraw services

We can stop providing a service. We let you know at least 10 working days in advance and we refund any sums you've paid in advance for services which won't be provided less reasonable costs we have already incurred where we have begun to provide the services.

We can end our contract with you

We can end our contract with you for a service and claim any compensation due to us if:

• you don't make any payment to us when it's due and you still don't make payment within 7 days of our reminding you that payment is due;

• you don't, within a reasonable time of us asking for it, provide us with information, cooperation or access that we need to provide the service, for example, if you fail to provide access to your property which is required for the services; or

• you deviate from our professional advice about your property, which means we are unable to provide the services to you.

We don't compensate you for all losses caused by us or our services

We're responsible for losses you suffer caused by us breaking this contract unless the loss is:

• Unexpected. It was not obvious that it would happen and nothing you said to us before we accepted your order meant we should have expected it (so, in the law, the loss was unforeseeable).

• Caused by a delaying event outside our control. As long as we have taken the steps set out in the section “We're not responsible for delays outside our control”.

• Avoidable. Something you could have avoided by taking reasonable action, including following our reasonable instructions for use.

• A business loss. It relates to your use of a product for the purposes of your trade, business, craft or profession in which case our liability for any loss you suffer in connection with your trade, business, craft or profession is limited, as agreed between the parties or as set out in our business terms and conditions.

• Caused by a third party providing the services. If the loss is due to a breach by a third party such as an installer.

We use your personal data as set out in our Privacy Notice

How we use any personal data you give us is set out in our Privacy Notice: https://furbnow.com/privacy-policy

We manage your data and data sharing as set out in our data protection policy

See the policy at https://furbnow.com/data-protection-gdpr which includes how data may be shared between yourself, our suppliers and our other partners.

We can examine your contracts with third parties in connection with our services to carry out our work

You agree that any contracts or agreements made with installers, suppliers or other third parties in connection with Furbnow's services may be shared with Furbnow for quality assurance, service delivery, and business operations purposes. This includes but is not limited to installation agreements, service contracts, and related documentation. This will only be exercised for a legitimate business need, following the data minimisation principles under GDPR.

You have several options for resolving disputes with us

Our complaints policy. Our Customer Service Team available via email at hello@furbnow.com will do their best to resolve any problems you have with us or our services as per our Complaints policy which is available on request.

Resolving disputes without going to court. Alternative dispute resolution is an optional process where an independent body considers the facts of a dispute and seeks to resolve it, without you having to go to court. You can submit a complaint to Citizens Advice consumer service through their website at https://www.citizensadvice.org.uk/consumer/get-more-help/if-you-need-more-help-about-a-consumer-issue. Citizens Advice consumer service does not charge you for making a complaint and if you're not satisfied with the outcome you can still go to court.

You can go to court. These terms are governed by English law and wherever you live you can bring claims against us in the English courts. If you live in Wales, Scotland or Northern Ireland, you can also bring claims against us in the courts of the country you live in. We can claim against you in the courts of the country you live in.

Other important terms apply to our contract

We can transfer our contract with you, so that a different organisation is responsible for supplying your service. We'll contact you to let you know if we plan to do this. If you're unhappy with the transfer you can contact our Customer Service Team via hello@furbnow.com to end the contract within 14 days of us telling you about it and we will refund you any payments you've made in advance for services not provided, less reasonable costs we have already incurred where we have begun to provide the services.

You can only transfer your contract with us to someone else if we agree to this. We may not agree where the transfer would mean that the property the services relate to differs in size or is not suitable for the agreed scope of service. In this scenario, we will refund you any amount paid in advance, less any costs we have incurred up to this point. For any agreed transfers, we can require the new owner to prove you transferred the service to them, for example by providing written evidence of the transfer.

Nobody else has any rights under this contract. This contract is between you and us. Nobody else can enforce it and neither of us will need to ask anybody else to sign-off on ending or changing it.

If a court invalidates some of this contract, the rest of it will still apply. If a court or other authority decides that some of these terms are unlawful, the rest will continue to apply.

Even if we delay in enforcing this contract, we can still enforce it later. We might not immediately chase you for not doing something (like paying) or for doing something you're not allowed to, but that doesn't mean we can't do it later.