Doorstep Pack

Agree the job at their table. Leave the right paperwork.

A quote, the 14-day cancellation notice, the form to start early and plain terms, with your name at the top and the dates worked out.

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Without the notice, a customer may owe you nothing

This applies when a contract with a householder is agreed in their home or anywhere else away from your business premises.

Consumer Contracts Regulations 2013. See each rule and its source.

Their 14 days can run for over a year

With no notice, the cancellation period ends 12 months after it would normally have ended. Give the notice late and it ends 14 days after they get it.

They can cancel and owe nothing for the work

A customer who cancels bears no cost for work done in the cancellation period if you didn't give the cancellation information. The same goes for work begun with no written request from them.

It's a criminal offence

Failing to give the cancellation information is an offence, with a fine of up to level 5 on the standard scale.

See the dates for your job

Weekends and bank holidays count. The Regulations don't move the last day.

What are you supplying?

What's in the pack

Five documents to hand over on paper, with your business name on each one: the quote shown above, and these four.

Hartley & Moss Joinery
12 Example Road, Anytown AB1 2CD
01632 960123, office@example.co.uk

Notice of the right to cancel

For Priya Nolan, quote HM-0412.

Right to cancel

You have the right to cancel this contract within 14 days without giving any reason.

The cancellation period will expire after 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the goods.

To exercise the right to cancel, you must inform us (Hartley & Moss Joinery, 12 Example Road, Anytown AB1 2CD, 01632 960123, office@example.co.uk) of your decision to cancel this contract by a clear statement (e.g. a letter sent by post, fax or e-mail). You may use the attached model cancellation form, but it is not obligatory.

To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right to cancel before the cancellation period has expired.

Effects of cancellation

If you cancel this contract, we will reimburse to you all payments received from you, including the costs of delivery (except for the supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us).

We may make a deduction from the reimbursement for loss in value of any goods supplied, if the loss is the result of unnecessary handling by you.

We will make the reimbursement without undue delay, and not later than—

(a) 14 days after the day we receive back from you any goods supplied, or

(b) (if earlier) 14 days after the day you provide evidence that you have returned the goods, or

(c) if there were no goods supplied, 14 days after the day on which we are informed about your decision to cancel this contract.

We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of the reimbursement.

We will collect the goods.

We will collect the goods at our own expense.

You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods.

If you requested to begin the performance of services during the cancellation period, you shall pay us an amount which is in proportion to what has been performed until you have communicated us your cancellation from this contract, in comparison with the full coverage of the contract.

Sections above use the model instructions in Schedule 3, Part A of the Consumer Contracts Regulations 2013.

When the right to cancel ends

The right to cancel a contract for work ends once the work has been fully performed, if you asked us in writing to start during the cancellation period and accepted that you would lose the right at that point (regulation 36(2)).

The right to cancel also ends in a contract for goods if the goods become mixed inseparably (according to their nature) with other items after delivery. (regulation 28(3)(c)).

Hartley & Moss Joinery, Quote HM-0412Page 2 of 5
Cancellation noticeThe model instructions from Schedule 3, filled in with your details.
Hartley & Moss Joinery
12 Example Road, Anytown AB1 2CD
01632 960123, office@example.co.uk

Model cancellation form

Complete and return this form only if you wish to cancel the contract. You do not have to use it.

To Hartley & Moss Joinery, 12 Example Road, Anytown AB1 2CD, office@example.co.uk:

I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract of sale of the following goods [*]/for the supply of the following service [*],

Ordered on [*]/received on [*],

Name of consumer(s),

Address of consumer(s),

Signature of consumer(s) (only if this form is notified on paper),

Date

[*] Delete as appropriate.

Model form in Schedule 3, Part B of the Consumer Contracts Regulations 2013.
Hartley & Moss Joinery, Quote HM-0412Page 3 of 5
Cancellation formThe model form from Schedule 3, ready for the customer to use.
Hartley & Moss Joinery
12 Example Road, Anytown AB1 2CD
01632 960123, office@example.co.uk

Request to start work early

Use this only if you want work to begin before your cancellation period ends. You do not have to sign it. If you do not, we will wait until the period has ended.

To

Hartley & Moss Joinery
12 Example Road
Anytown AB1 2CD

About

New oak back door and frame
Quote HM-0412

What I am asking

I ask you to begin the work before the end of the cancellation period.

Start on or after

What I understand

  • I can still cancel while the work is under way.
  • If I cancel after work has begun, I must pay you for what you have done up to the time I tell you, in proportion to the whole contract.
  • That amount is based on the total price in the quote, or on market value if the total price is excessive.
  • Once the work has been fully performed, I lose my right to cancel.

I accept that I will lose my right to cancel once the work has been fully performed. Customer to tick

Customer signature
Date
Drafted to meet regulation 36 of the Consumer Contracts Regulations 2013. The Regulations do not give a model form for this.
Hartley & Moss Joinery, Quote HM-0412Page 4 of 5
Early-start requestFor a customer who wants work to begin inside the 14 days.
Hartley & Moss Joinery
12 Example Road, Anytown AB1 2CD
01632 960123, office@example.co.uk

Terms

These terms, the quote and the notices in this pack make up our contract. Nothing here takes away your legal rights.

The work

We will do the work described in the quote. Any change to the work or the price needs your agreement before we do it.

Price and payment

The total price in the quote includes any VAT due. Payment is due as the quote says.

Your deposit is part of the total price. If you cancel in the cancellation period, it is treated as the notice explains.

Starting work

We will not start before your cancellation period ends unless you have asked us to in writing, using the early-start request or something that says the same.

Your part

Please give us reasonable access and tell us before we start about anything you know of that could affect the work.

Our standards

We will do the work with reasonable care and skill.

We are under a legal duty to supply goods that are in conformity with this contract. Goods must be of satisfactory quality, fit for purpose and as described.

If something is not right, tell us and we will look at it promptly.

Guarantee

We guarantee our workmanship for 2 years from the day we finish.

Cancelling

You can cancel as the notice in this pack explains. After the cancellation period, talk to us first. What happens next depends on the general law.

If we cannot finish

If we cannot carry out the work, we will tell you as soon as we can and refund what you have paid for work not done.

Complaints

Tell us first, using the contact details at the top of this page, and we will try to put things right.

Your details

We use your details to carry out this contract and to keep the records the law asks us to keep.

Length of this contract

This is a one-off job. The contract ends when the work is finished and paid for.

Law

The law of England and Wales applies, and you can bring any claim in the courts there.

Hartley & Moss Joinery, Quote HM-0412Page 5 of 5
Plain termsShort terms a householder can read, alongside your quote.

What it doesn't do

  • It isn't legal advice. These are templates. Ask a solicitor or Trading Standards if you're unsure about a job.
  • It doesn't decide for you. You choose whether an exclusion applies, such as urgent repairs or made-to-measure goods. If you're wrong, the risk is yours.
  • England, Wales, Scotland and Northern Ireland only. The Regulations extend to all four. The Republic of Ireland has its own law, and this pack doesn't cover it.
  • It's for jobs agreed away from your premises. Contracts made wholly by phone or online follow different rules.
  • It doesn't fix a missed notice. It shows the dates, but the wording assumes you hand it over before the customer is bound.
  • No body has approved it. It uses the wording in the Regulations, and that's all it claims. It isn't tax advice either: VAT is your call.
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