Terms and Conditions
By placing an order with Sylvies Property Solutions, you are accepting our terms and conditions. Sylvies Property Solutions is a trading name of Sylvies Property Solutions Ltd. Your existing statutory rights are not affected by these conditions. Terms & Conditions updated August 2025.
These Terms and Conditions (‘the Terms’) govern your relationship with Sylvies Property Solutions which is a trading name of (Sylvies Property Solutions Ltd, we or us). Please read them carefully as they affect your rights and liabilities under the law. If you do not agree to these terms, please do not place an Order for a Service with us.
All Orders for Services accepted by us will be subject to the following Terms which will form part of and will govern the contract of service. No variation of these Terms will be accepted unless agreed in writing by an authorised person of Sylvies Property Solutions Ltd. We will not accept the inclusion of any alternative Terms by you which conflict with, alter or add to these Terms.
1. Definitions
1.1 ‘Contract’ means any contract between you and us for the purchase of Services and Goods incorporating these terms.
1.2 ‘Services’ means service provided by us to you.
1.3 ‘Normal Working Hours’ means 9am to 6pm Monday to Saturday
1.4 ‘Order’ means an order for a Service and Goods made by you in accordance with these Terms.
1.5 ‘Order Confirmation’ means our written acceptance of your Order.
1.6 ‘Next Day’ means your certificate will be produced next working day.
1.7 ‘Working Day’ means Monday to Saturday (Sunday and Bank/Public Holidays unless agreed in advance)
1.8 ‘Fixed Fee’ means a set price given to the service offered
2. Orders
2.1 When you place an Order for a Service, this will be regarded as an offer by you to purchase the Service subject to these Terms and we shall not be obliged to accept your offer at our discretion.
2.2 We will send you an Order Acknowledgement on receipt of your Order. This is not an order confirmation or order acceptance by us.
2.3 We will accept your offer and create a Contract with you by sending to you an Order Confirmation once we have confirmed availability of the Service you have requested.
2.4 The Order Confirmation will be binding on you unless there is an inadvertent discrepancy between the Service that you ordered and those detailed in the Order Confirmation. You should notify us as soon as you become aware of any such discrepancy.
2.5 When you place an Order, you are undertaking to us that:
(a) all details you provide to us for the purpose of purchasing the Services are correct, and
(b) the credit or debit card you use to make a purchase from us is your own card, that you are authorised to use it, and that there are sufficient funds or credit facilities to cover the cost of any Services you order from us.
3. Prices and Payments
3.1 All prices include VAT (Where Applicable).
3.2 Services are invoiced at the price prevailing at the time of your Order.
3.3 We reserve the right to vary our prices from time to time.
3.4 We will not supply Goods or Services to you until payment has been received in full, unless there has been prior agreement.
3.5 Payment for services should be made prior to inspection or service to confirm booking. If not, booking will be set as “provisional” and can be cancelled or rescheduled at any time until full payment is made to confirm booking slot.
3.6 We accept all major credit cards and debit cards.
3.7 We accept Online Bank Transfer Payments as well.
3.8 Once a Customer fills out the order form, he/she shall make the full payment presented on the checkout page before the requested service can be rendered.
3.9 All payments are in £ (British Pound).
3.10 The fee for residential EPCs is fixed for buildings that are less than 120m2, regardless of the number of bedrooms. For larger buildings, a quote must be obtained prior to booking. Should we attend a property that is larger than 120m2, an additional fee may be requested before we can lodge the report.
3.11 If the information provided by the customer is found to be under false pretence/incorrect/mis-leading, more and appropriate fee will be placed on the customer for the job.
3.12 Pricing for EICRs is based on the property having the same amount of fuse boards as selected on the order form. If there are additional fuse boards on site then these will be charged at an additional £100 per board. The price covers a maximum of 10 circuits per fuse board, additional circuits are £20 each.
3.13The bundle EICR + PAT assumes one fuse board with a maximum of 10 circuits and covers up to 10 portable appliances.
3.14 Remedial Work – Further remedial work may be required at a property which could not be identified or anticipated through the EICR. In these circumstances, we will provide you with a quote for the additional work.
3.15 Following remedial work, some decorating may be required as the nature of our work can cause distress to properties. Decorating is not within the scope of our quote.
3.16 If a full rewire is required, our quote is for an installation using surface trunking and standard plastic accessories. If you require wall chasing and non-standard accessories, please call the office to discuss the quote.
3.17 For Gas Safety Certificates, if boiler requires repair work prior to gas safety certificate inspection commences, it will be charged as a separate job so will a charged separately. If customer does not want to proceed to boiler repairs before gas safety inspection, then a standard call-out of £40 will be charged and payable on site.
3.18 Payment to our professionals will be made within 10 working days from the job completion date.
3.19 Payments for the bigger jobs like Boiler Install, Central Heating Installation, Upgrade/Install of Gas Pipe, all other substantial heating and gas work, electrical works will be taken as 50% in advance for materials then the rest of the remaining 50% will be payable immediately on site after the satisfactory job completion shown to the customer.
3.20 All relevant Gas/Heating/Electrical Paperwork/Certifications/Building Regulation Registration Documents/Benchmark Documents will only be issued once the full payment will be made on site.
3.21 You agree that you will exclusively use our Company’s services and it’s platform to submit orders and make payments. You agree that you will not circumvent our services and/or payment processes.
4. Call Out and Hourly Rates
4.1 Our standard call out charge for of our gas engineers, epc assessors and pat engineers that visit your property is £40. For electrical engineers it will cost £60. If separate engineers visit your property a call out fee will apply per an engineer.
4.2 If a fixed price cannot be given for a job then we will charge an hourly rate of £80 inc vat, this excludes any parts.
4.3 If an engineer is called but you disagree and decide not to go ahead with work then the standard call out charge will still apply and have to be paid for on the day.
4.4 It is your responsibility to ensure there is parking available for the engineer. Residential parking permits or bays must be provided if the property to be inspected is within a restricted parking zone.
4.5 If you do not have parking arrangement for the engineer then parking charge will be added to the invoice/bill.
4.6 If the job is within London Congestion Charging Zone, then £15 Congestion Charge will be charged to the customer.
5. Time allocation for jobs
We allocate 1 Hour to 4 Hour time slots from Monday to Saturday for your visit, and these are supplied on a first come, first served basis. Your engineer can arrive any time between the start of your slot and the end of your slot. Sometimes it may be necessary to re-schedule an appointment due to factors beyond our control. If it is necessary to do this, we will attempt to contact you to try and re-schedule another appointment as soon as possible at a mutually convenient time.
6. Missed Appointments
If you are unable to keep a service appointment, please contact us to re-book the appointment on 0208 507 0509 or 07836 315 812 or info@sylviespropertysolutions.co.uk as soon as possible. Cancellations made less than 24 Hours before the appointment is due will incur an administrative charge of £40.00 inc VAT for a gas, epc, or pat, and £60 inc VAT for an electrical (EICR).
At Non-attendance, call out will be charged, where the engineer:
cannot gain access to property,
boiler is not working,
wrong address was provided for inspection,
a child (under 18) is alone in the property,
no gas or electrical supply
no access to gas meter
or for any reason the inspection cannot be carried out where the engineer is not at fault
will incur a £40.00 per administrative charge per a property, per engineer. Out of this non-attendance charge of £40, £30 will be paid to the Gas Engineer/EPC Assessor/Electrical Engineer/Plumber within 7 working days after receiving it from the customer. In case of non-attendance/missed appointment, our professional will wait for 15 minutes outside the property. Our professional will contact the customer by phone/text/knocking at the door. Then our professional will inform the office team of Sylvies Property Solutions immediately of the non-attendance/missed appointment of the customer. Then after 15 minutes of waiting, our professional will leave the property and then non-attendance/missed appointment call-out will be charged to the customer and will be payable.
Please note that all terms in this contract apply to any third party you instruct to be at a premises on your behalf e.g. if you have a tenant that will be giving us access to the property the same terms apply.
7. Quotations
7.1 We provide a free online/on the phone quotes for any Gas/Heating/Plumbing/Electrical/EPC work.
7.1.1 We provide free onsite quote if the customer agrees to proceed with our quote. If customer does not agree to proceed to our onsite quote, then a standard call-out charge of £40 will be payable onsite while the professional is present there.
7.2 The agreed final quote represents a written contract for the exact work to be completed.
7.3. Any agreement made verbally is not covered by the contract unless it has been written into said contract. The agreement is made between Sylvies Property Solutions and the client. The client is identified as the name on the quotation.
7.4 Any quote or estimate is subject to revision if there are any changes to the nature or extent of the requested work. This may apply to both labour and materials. However the quote will not be amended without consultation with the client.
7.5 All quotes are valid for 15 calendar days from issue.
8. Deposits
8.1 For all jobs over £100, a 50% deposit is required to cover material expenses.
8.2 All deposits must be made by telephone or internet payment unless agreed by Sylvies Property Solutions Ltd
8.4 The acceptance of a deposit and the request to begin the project signifies a full acceptance and commitment to be bound by the Terms and Conditions.
9. Termination of Contract
9.1 Sylvies Property Solutions Ltd reserves the right to terminate the project at any time. The Company may terminate these Terms with immediate effect if the Customer commits any gross misconduct affecting the business of the Company, commit any serious or any repeated breach of any of these Terms. The Customer may terminate this Agreement if the Company commits any serious breach of the provisions of these Terms.
9.2 Sylvies Property Solutions Ltd will not tolerate aggressive behaviour, rude behaviour, racism, nationalism, sexism, homophobia or ageism directed towards any of its staff or contractors.
10. Your Right to Cancel
10.1 You are entitled to cancel your Order for any reason until, but no later than 24hrs before and engineer or an assessor is due to visit your property.
10.2 You should cancel services from us by sending a written notice of cancellation by post delivery addressed to Customer Services at Sylvies Property Solutions Ltd, 61 Holmwood Road, Ilford, IG3 9XZ or by e-mail to info@sylviespropertysolutions.co.uk.
10.3 When you cancel an Order, we will refund the price paid, within a period of 15 calendar days from the date of cancellation.
11. Provision of Services
11.1 If you purchase Services from us, then we shall use our skill and expertise to carry out the Services to a standard equivalent to that of a competent professional, and shall warrant our work as free from defects, for a period of 15 days after completion. In particular, we cannot be held responsible for any fault or damage not caused by our services engineers or their contracted agents. In the event of a claim arising relating to the level of skill and judgement applied in the course of providing Services, we reserve at our sole discretion the right to appoint an independent expert in the field to appraise the work carried out in the execution of the Service(s).
11.2 We accept no liability for equipment installed or configured by us when the equipment has subsequently been altered or configured by persons other than ourselves or our agents. Except as set out here, all other express or implied terms or warranties relating to the Services are excluded to the fullest extent permitted by law.
11.3 The cost of any remedial work, repair or parts needed for any fault, which is found before or during the boiler service will be reported to the responsible person. Any maintenance or remedial work is your responsibility and does not form part of boiler service. Such work will need to be completed separately at your cost.
12. Force Majeure
12.1 We shall not be liable to you or be deemed to be in breach of contract by reason of any delay in performing or any failure to perform any of our obligations in respect of the Goods or Services, if the delay or failure was due to any cause beyond our reasonable control. Without prejudice to the generality of the foregoing, the following shall be regarded as causes beyond our reasonable control: act of God, explosion, flood, tempest, fire or accident; war, threat of war, sabotage, insurrection, civil disturbance or requisition; acts, restrictions, regulations, bye-laws, prohibitions or measures of any kind on the part of any governmental, parliamentary or local authority; import or export regulations or embargoes; strikes, lock-outs or other industrial actions or trade disputes (whether involving our employees or of a third party); difficulty in obtaining materials, labour or machinery; and power failure or breakdown in machinery.
12.2 If we are unable to provide you with the services within a reasonable time due to circumstances outside our control, we shall either agree a new timescale with you for the service to take place or either of us may decide to terminate the Order in which case we will return any prepayments that you have made in full.
13. Errors and Omissions
13.1 We make every effort to ensure that all prices and descriptions quoted in our catalogue and on our website are correct and accurate. In the case of a manifest error or omission, we will be entitled to rescind the contract, notwithstanding that we may already have accepted your Order and/or received payment from you. Our liability in that event will be limited to the return of any money that you have paid in respect of the Order. In the case of a manifest error in relation to price, you will be entitled to purchase the Goods or Services by paying the difference between the quoted price and the correct price, as confirmed in writing by us after the manifest error has been discovered. A ‘manifest error’, as the term is used in this paragraph, means, in relation to an incorrect price, a price quoted in error by us which is more than 10% less than the price that would have been quoted had the mistake not been made.
14. Data Protection
14.1 We do not store credit card details nor do we share customer details with any 3rd parties
14.2 Data Protection & Data Security Data is maintained under the provisions of the Data Protection Act (1998)
14.3 Registration and data sharing our site registration and Order form requires you to give us contact information (such as name, email, and postal address), unique identifiers (such as username and password), demographic information (such as postcode), and financial information (such as account reference and transaction values). This data is securely stored for use in all our marketing communications and analysis databases.
14.4 Sylvies Property Solutions Ltd may share your information with any member of our group, which means our ultimate holding company and its subsidiaries, as defined in section 736 of the UK Companies Act 1985.
14.5 Sylvies Property Solutions Ltd, may share your information with selected 3rd parties to let you know about goods or services which may be of interest to you. Please contact us if you wish to opt-out of receiving such information.
14.6 You agree that we may use personal information provided by you in order to conduct appropriate anti-fraud checks. Personal information that you provide may be disclosed to a credit reference or fraud prevention agency, which may keep a record of that information.
14.7 Please note that we may record and monitors inbound and outbound calls and electronic traffic for training purposes.
15. Intellectual Property Rights
Our Website, Content, and services are and remain our property and those of our licensors.
You hereby warrant that you will not:
Reverse engineer or attempt to extract the source code of our Website except as permitted under the applicable law,
License, sublicense, copy, modify, distribute, create, sell, resell, transfer, or lease any part of our Website and its Content,
Create, register, or operate any (i) businesses, (ii) URLs, (iii) domain names, (iv) software application names or titles, or (v) social media profiles that include our Company’s name, its Marks, or its Works or any confusingly similar name, mark or work.
16. Prohibited Activities
You warrant that you will not involve in any of the following activities when accessing the Company website and using the company services:
Submitting false, misleading, or inaccurate information
Using our website, content, or services for any unlawful purpose or to solicit others to involve in any type of unlawful acts
Infringing upon the Company’s intellectual property rights or those of third parties
Harassing, intimidating, abusing anyone
Any type of fraudulent activity
Interfering with or circumventing the security measures we put in place
17. Your Obligations
You warrant that you will comply with all applicable laws, regulations, and policies.
You acknowledge and agree that the provision of services starts at the time you place an order and make the payment.
You warrant that You shall not make any false or misleading representations regarding the Company.
You warrant that You will not infringe the rights of third parties or public order.
You agree to provide the Company with all necessary information, data, and documents to enable the Company to provide its services.
You hereby warrant that all information and data You provide to the Company and to the Fieldworker is true, accurate, and not misleading.
You agree that the timeframe given for the provision of a service is not guaranteed.
You agree that if you note an error within the certificate either with the rating, recommendation, or address you will highlight this within 1 month of instruction of the service. After this date, we are unable to make amendments.
When conducting some of our inspections, the power to the property will need to be turned off (predominantly for electrical work). In some rare circumstances, some faulty appliances may not work when power is restored. Therefore, it is down to the customer to ensure all devices are appropriately shut down or switched off prior to our arrival. We will not accept any liability for appliances/ items that suffer a fault when the power is turned off.
18. Disclaimer Of Liability
Under these Terms, all warranties, conditions, and other terms implied by statute or common law are excluded to the maximum extent allowed under the applicable laws.
The Customer hereby agrees that the Company shall not be held liable for any loss of profit, loss of goods, loss of data, or loss of goodwill arising out of or in relation to the acts or omissions of the Customer or the Fieldworker or for any indirect, and/or consequential losses, damages and expenses that may be incurred by the Customer.
The Company hereby disclaims all express or implied warranties, including warranties of satisfactory quality and fitness for a particular purpose.
Our entire aggregate liability to you for direct or indirect loss arising from our being in breach of these Conditions or negligent in the course of performing the Services will not exceed the cost of the Service.
We cannot accept any liability for any error in a property certificate that is based on any error or inaccuracy in a public register. Nor will we be liable for any information contained within a property certificate, which is based on information that we have obtained from a third party (not being information derived from the public register).
19. Selection Of The Professional To Provide The Service You Requested
When a Customer places an order on the Website, the Company will then connect the Customer with a Professional.
When assigning a specific order to a Professional, the Company takes into account objective factors such as location, price, quality, and availability.
By entering into this Agreement, you hereby acknowledge and agree that the Company has sole discretion in the assignment of Customer orders to Professionals.
20. Disclaimer Of Warranties For Results
The Customer hereby acknowledges and agrees that the Company does not guarantee or promise any particular result, or achievement for the Customer’s use of the Company services.
The Customer frees the Company of any liability for its failure to obtain any particular result or achievement by using the Company’s services.
21. Indemnification
The Customer shall indemnify and hold harmless the Company, our partners, our directors, our employees, and other personnel(“Indemnified”) from and against any and all demands, claims, causes of action, losses, damages, liabilities, costs, and expenses asserted by any third party against the indemnified persons resulting from any breach of the Customer of his/her obligations, representations, statements or warranties(“Indemnifying party”) or negligence by the Customer.
22. General Terms of Business
22.1 Nothing in these Terms affects your statutory rights as a consumer.
22.2 Any variation of this Agreement must be in writing and signed by a duly authorised Sylvies Property Solutions’ official.
22.3 You must not transfer any contract made with us under these Terms, as it is personal to you, without written authority from us. This authority will not be refused without good reason.
22.4 If any part of these Terms shall be deemed unlawful, void or for any reason unenforceable, then that provision shall be deemed to be severable from the Terms and shall not affect the validity and enforceability of any of the remaining provisions of the Terms.
22.5 No waiver by us shall be construed as a waiver of any proceeding or succeeding breach of any provision.
22.6 You confirm that, in agreeing to accept the Terms, you have not relied on any representation save in so far as the same has expressly been made a part of these Terms and you agree that you shall have no remedy in respect of any representation. Nothing in these Terms shall limit or exclude our liability in respect of any fraudulent or negligent misrepresentation whether or not such has become a part of the Terms.
22.7 These Terms shall be governed by the relevant laws of the United Kingdom and construed in accordance with the relevant laws of the United Kingdom and you irrevocably submit to the exclusive jurisdiction of the relevant courts of the United Kingdom.
22.8 If you have any complaints with the Goods or Services provided by us please e-mail to info@sylviespropertysolutions.co.uk or send us in writing at 61 Holmwood Road, Ilford, IG3 9XZ. We will deal with it speedily and fairly.
We will: Acknowledge your complaint within 5 working days of receipt and try and resolve your complaint fully within 15 working days of receipt. If there are valid reasons for consideration of the complaint taking longer, we will keep you fully informed in writing or via telephone or email as you prefer and you will receive a response at the very latest within 30 working days.
If you are unhappy with our final resolution of your complaint then we recommend you approach The Citizens Advice, Trading Standards, relevant accreditation body of the professional or seek independent advice.
22.9 By placing an order, you hereby agree to have any existing certificate replaced by a new one.