TERMS AND CONDITIONS

1. Orders

1.1 Placing an order

To place an order with GWD, the following are required:
• A completed order form signed by the customer, agreeing to our Terms & Conditions.
• A 50% deposit of the total project value (unless formally agreed otherwise).
• GWD may perform a soft credit check (where applicable) and reserves the right to refuse an order.

 

1.2 Products

Quotes are based on the information provided by the client. It is the customer’s responsibility to review and confirm that all details (dimensions, product type, e.g., internal, external, fire-rated & rating required) meet their requirements before ordering. If an incorrect product is ordered and or fabricated due to incorrect information received, the client will be liable to pay in full.

1.3 Lead times

The lead time can be 2-16 weeks from confirmation of finishes, depending on product type. GWD cannot provide exact installation dates, only rough estimates, as these are influenced by site conditions and the client’s prompt response to required information. If GWD improves on the advised lead time, an alternative installation date will be formally proposed to the client. GWD reserves the right to change lead times and installation dates post-order confirmation if necessary, and the customer will be notified

1.4 Marketing Materials

By placing an order with GWD and accepting our Terms & Conditions, you agree to allow GWD to document your installation with images and videos for internal training, development, and marketing purposes.

2. Cancelled Orders

2.1 Cooling Off Period

Customers have the right to cancel an order within 14 days of the deposit payment. Beyond this period, GWD reserves the right to retain deposits. If an order is cancelled within the 14-day cooling-off period but after a survey has been performed, GWD will refund the deposit minus a £250 + VAT survey fee.

3. Surveys

3.1. Survey Fees

A survey fee of £250 + VAT is included in the total order value unless otherwise specified. Additional surveys are chargeable at £250 + VAT per survey.

3.2. Cancelled Survey Fee

Agreed survey dates must be cancelled no later than 48 hours before the planned date. Cancellations with less than 48 hours’ notice are chargeable at £250 + VAT per survey.
GWD reserves the right to change agreed survey dates/times if necessary, and the customer will be notified.

3.3 Survey Requirements

To perform a successful survey, GWD requires the following to be complete before the surveyor’s arrival:

• Structural openings must be complete (plastered/skimmed) where applicable.
• Finished flooring to be in place.
• Adequate Structure appropriate for fixing GWD products into.

3.4 Aborted Survey Fee

If a GWD surveyor arrives at a site that is not ready for measurement, the client can choose to:

• Provide agreed sizes, ensuring the dimensions are accurate. The client’s provided dimensions, referred to as ‘Agreed Sizes,’ will be listed on the ‘Drawings For Approval’ issued to client prior to fabrication. It is the client’s responsibility to ensure these dimensions are correct before giving approval. Failure to achieve these dimensions on the installation date may result in products not fitting or operating correctly, for which the client will be liable.

• Book an additional survey at £250 + VAT per survey, added to the overall project value. Additional surveys required will have a negative impact of the lead time quoted.

3.5 Structural Opening Dimensions

GWD relies on customer-provided dimensions for quoting purposes. If actual dimensions taken during the survey significantly differ from those provided, GWD will offer the customer the option to:

• Approve and agree to the amended quote based on actual dimensions.
• Cancel the order (if within the 14-day cooling-off period) and receive a refund minus the £250 + VAT survey fee.

3.6 Structure Requirements

GWD requires a satisfactory structure for adequate fixing (minimum 25mm screw fixing). Acceptable structures include timber, steel, brick/blockwork, and concrete (without a cavity between the structure and plasterboard level). The surveyor may perform test drill holes to verify the structure and advise on any necessary remedial work, which is the client’s responsibility.

Where underfloor heating exists, the client must inform GWD of its positioning and depth within the floor structure. A minimum 25mm screw fixing into the floor is required where applicable. Installations where the client knows or does not know of underfloor heating positions are at the client’s own risk. GWD will not be liable for any damages resulting from the installation process.

Clients choosing to deviate from GWD’s approved installation methods and suggested structures do so at their own risk and void any warranties.
GWD fire-rated products must be mechanically fixed to qualify for certification.

3.6 Booking a Survey

GWD aims to perform surveys within 14 working days of receiving the deposit, provided the site is ready. However, GWD reserves the right to perform surveys beyond this period if scheduling requires. Before conducting a survey, GWD requires:

• A completed order form signed by the customer, agreeing to our T&C’s.
• A 50% deposit payment.
• Photos of the structural openings to be measured.

4. Installation

4.1 Installation Requirements

To perform a successful installation, GWD requires the following to be complete before the install team arrives:

• Structural openings must be complete (plastered/skimmed) and to agreed dimensions, if applicable.
• Finished flooring must be in place and at the correct level (unless a datum level for those have been formally agreed).
• A minimum 25mm screw fixing into the floor, head, and sides where applicable.
• Working areas must be free of obstructions and easily accessible.

4.2 Uneven Surfaces

• Uneven/unlevel flooring may result in irregular gaps under doors and improper operation of drop-seals (where applicable). Floor levels/finishes are the customer’s responsibility.

• Uneven/unlevel structural openings (walls and ceilings) may result in irregular gaps around the door frame. If gaps exceed the coverage of GWD’s standard 25mm trims, bespoke trims will be offered at an additional fee. If bespoke trims are not purchased, GWD will fill the gap with decorator’s caulk unless otherwise advised by the client.

4.3 Structure Requirements

GWD requires a satisfactory structure for adequate fixing (minimum 25mm screw fixing into head/ceiling, sides/walls, and floor). Acceptable structures include timber, steel, brick/blockwork, and concrete (without a cavity between the structure and plasterboard level). The client must ensure the structure meets building control specifications, including those for fire rating requirements.

5. Scope of Works

  • GWD is responsible for the correct fitting and operation of our products, provided the structure and environment allow for it.
  • GWD will clean and prepare installed products for immediate operation to a standard level, if site conditions allow.
  • GWD will remove any rubbish generated during installation and necessary equipment.

5.1 Thresholds

GWD does not supply thresholds. It is the client’s responsibility to provide floor coverings/finishes to bridge different floor levels.

5.2 Variation of Works

Any special requests made by clients on the installation day that were not formally agreed upon during the survey and noted in the approved drawings are at the client’s risk and at GWD’s discretion. Additional work may affect GWD’s ability to complete a successful installation, potentially causing property damage, injury, or additional costs. GWD will not accept liability for such risks, which will be the client’s responsibility. Variations must be noted on the GWD fitting sheet, signed and dated by the client.

5.3 Project Sign-Off

Upon completion of installation, the client must check the work meets their satisfaction and sign/date the “sign-off sheet”. This document indicates the project is complete and the client acknowledges they are happy with the work and no further work is required.

If the client is not present or available to sign off, they waive their right to approve the final project sign-off. In this case, they agree that persons on site (tradespeople, family, friends, or a GWD representative) can sign on their behalf.

5.4 Remedials

• Clients are responsible for protecting surfaces like flooring and remove valuables from the work area to prevent damage.
• GWD will not be liable for damages to flooring, underfloor heating, electrics, plaster finishes, decorations or personal property.
• Clients must notify GWD of any remedials within 5 working days of installation.
• To consider remedials, clients must provide to GWD a formal list of ‘snags’ with photographic evidence (where appropriate).
• GWD will plan and address remedials in one, singular return visit.
• Any additional visits will be chargeable.

5.5 Cancelled/Rescheduled Installation Fees

Installation dates must be cancelled no later than 48 hours before the planned date. Cancellations with less than 48 hours’ notice are chargeable at £250 + VAT per person per day allocated, plus costs for hired equipment/machinery. Rescheduling with less than 48 hours’ notice incurs the same fees.

GWD reserves the right to change installation dates if necessary, and the customer will be notified.

5.6 Storage Fees

Once delivery/installation dates are agreed upon, the client must facilitate this in a timely manner. Delays caused by the client will incur a storage fee of £100 + VAT every 7 days.

6. Products

6.1 Product Tolerances

Handmade products may have slight variations. GWD allows a tolerance of 3mm per vertical and linear meter.

6.2 Design

Clients must ensure the design meets their requirements before approving drawings for fabrication. This includes colour, glass type, handles, etc.

6.3 Door Handing/Opening Direction

Clients must ensure the door opens in the correct direction and is hinged as required before approving drawings for fabrication.

6.4 System Ordered

Clients must ensure the system ordered is correct before approving drawings for fabrication.

6.5 Drawings for Approval

Drawings are issued after a successful survey, reflecting customer requirements and survey information. Clients must review and approve these drawings before fabrication. Once approved, changes are not possible without delays and cost implications.

7. Ownership

All products remain the property of GWD until the outstanding balance is paid in full. GWD reserves the right to unobstructed access to property to remove and hold products post-installation without prior notice, until invoices are paid.

8. Payments

By placing an order with GWD, you agree to our Terms & Conditions. Payment terms are as follows:

• 50% of the project value must be received before the order is considered.
• 40% of the project value must be received no later than 48 hours before the installation date.
• The remaining 10% is due immediately upon completion of installation without exception.
Late payments will incur interest at 3% of the outstanding balance per calendar month.

GWD reserves the right to suspend fabrication and installation for late payments and withdraw credit facilities without prior notice if necessary.