Terms & Conditions

Quotes and estimates

Every quote we issue is itemised and valid for thirty days from the date it is sent. Prices are based on the measurements taken at the site visit and the specification agreed with you in writing.

An estimate given before a site visit is indicative only. Where opening up the room reveals work that could not reasonably have been seen beforehand, we will price it and get your written approval before continuing.

Deposits and payment

Work is booked with a deposit, with the balance due in stages set out in your quote. Stage payments fall due on completion of the stage, not in advance of it.

Bespoke cabinetry, stone worktops and appliances are ordered once the design is signed off. Because these items are made or ordered to your specification, deposits covering them are non-refundable after the order is placed.

Scheduling and access

We agree a start date and a week-by-week schedule before work begins. You will need to give us reasonable access to the property, along with power and water, throughout the installation.

Where a delay is caused by circumstances outside our control, we will tell you as soon as we know and agree a revised date with you.

Variations

Any change to the agreed specification is treated as a variation. We will confirm the cost and any effect on the schedule in writing, and it only proceeds once you have approved it.

Guarantee

Our installation work carries a two-year guarantee from the date of completion. Manufacturer warranties on cabinetry, worktops and appliances are passed to you in full and are governed by the manufacturer’s own terms.

The guarantee does not cover damage caused by misuse, accidental damage, or work later altered by someone else.

Cancellation

You may cancel before we place any order and receive a refund less the cost of design work already carried out. After orders are placed, non-refundable items are charged at cost.

Complaints

If something is not right, tell your project concierge first, then write to office@urbaneupgrade.com. We acknowledge every complaint within two working days and aim to resolve it within fourteen.