BACKGROUND:

YDIY.PRO understands that your privacy is important to you and that you care about how your personal data is used. We respect and value the privacy of everyone who visits this website, (“Our Site”) and will only collect and use personal data in ways that are described here, and in a way that is consistent with our obligations and your rights under the law.

Please read this Privacy Policy carefully and ensure that you understand it.

Definitions and Interpretation

In this Policy the following terms shall have the following meanings:

2. Information About Us

Our Site is owned and operated by IPC Construction Ltd trading as YDIY and YDIY.PRO, registered in England under company number 06643738

Registered address: 6H Southbourne Business Park, Eastbourne, East Sussex, BN22 8UY

Data Protection Officer: Bonnie Duggan

Email address: [email protected]

Telephone number: 01323 407444

Postal address:  6H Southbourne Business Park, Eastbourne, East Sussex, BN22 8UY

3. What Does This Policy Cover?

This Privacy Policy applies only to your use of Our Site. Our Site may contain links to other websites. Please note that we have no control over how your data is collected, stored, or used by other websites and we advise you to check the privacy policies of any such websites before providing any data to them.

4. What Is Personal Data?

Personal data is defined by the UK GDPR and the Data Protection Act 2018 (collectively, “the Data Protection Legislation”) as ‘any information relating to an identifiable person who can be directly or indirectly identified in particular by reference to an identifier’.

Personal data is, in simpler terms, any information about you that enables you to be identified. Personal data covers obvious information such as your name and contact details, but it also covers less obvious information such as identification numbers, electronic location data, and other online identifiers.

5. What Are My Rights?

Under the Data Protection Legislation, you have the following rights, which we will always work to uphold:

a) The right to be informed about our collection and use of your personal data. This Privacy Policy should tell you everything you need to know, but you can always contact us to find out more or to ask any questions using the details in Part 15.

b) The right to access the personal data we hold about you. Part 13 will tell you how to do this.

c) The right to have your personal data rectified if any of your personal data held by us is inaccurate or incomplete. Please contact us using the details in Part 15 to find out more.

d) The right to be forgotten, i.e. the right to ask us to delete or otherwise dispose of any of your personal data that we hold. Please contact us using the details in Part 15 to find out more.

e) The right to restrict (i.e. prevent) the processing of your personal data.

f) The right to object to us using your personal data for a particular purpose or purposes.

g) The right to withdraw consent. This means that, if we are relying on your consent as the legal basis for using your personal data, you are free to withdraw that consent at any time.

h) The right to data portability. This means that, if you have provided personal data to us directly, we are using it with your consent or for the performance of a contract, and that data is processed using automated means, you can ask us for a copy of that personal data to re-use with another service or business in many cases.

i) Rights relating to automated decision-making and profiling.

For more information about our use of your personal data or exercising your rights as outlined above, please contact us using the details provided in Part 15.

It is important that your personal data is kept accurate and up-to-date. If any of the personal data we hold about you changes, please keep us informed as long as we have that data.

Further information about your rights can also be obtained from the Information Commissioner’s Office or your local Citizens Advice Bureau.

If you have any cause for complaint about our use of your personal data, you have the right to lodge a complaint with the Information Commissioner’s Office. We would welcome the opportunity to resolve your concerns ourselves, however, so please contact us first, using the details in Part 15.

6. What Data Do You Collect and How?

Depending upon your use of Our Site, we may collect and hold some or all of the personal set out in the table below, using the methods also set out in the table. Please also see Part 14 for more information about our use of Cookies and similar technologies.

7. How Do You Use My Personal Data?

Under the Data Protection Legislation, we must always have a lawful basis for using personal data. The following table describes how we will use your personal data, and our lawful bases for doing so:

With your permission and/or where permitted by law, we may also use your personal data for marketing purposes, which may include contacting you by email, telephone, post, text message with information, news, and offers on our services. You will not be sent any unlawful marketing or spam. As a part of our marketing strategy we also use Google Customer Match which may mean your personal data is used when creating our customer list. Our customer list may then, in turn, be used to create and/or update any marketing campaign we use to target our Customer Match segment. We will always work to fully protect your rights and comply with our obligations under the Data Protection Legislation and the Privacy and Electronic Communications (EC Directive) Regulations 2003, and you will always have the opportunity to opt-out. We will always obtain your express opt-in consent before sharing your personal data with third parties for marketing purposes and you will be able to opt-out at any time.

We will only use your personal data for the purpose(s) for which it was originally collected unless we reasonably believe that another purpose is compatible with that or those original purpose(s) and need to use your personal data for that purpose. If we do use your personal data in this way and you wish us to explain how the new purpose is compatible with the original, please contact us using the details in Part 15.

If we need to use your personal data for a purpose that is unrelated to, or incompatible with, the purpose(s) for which it was originally collected, we will inform you and explain the legal basis which allows us to do so.

In some circumstances, where permitted or required by law, we may process your personal data without your knowledge or consent. This will only be done within the bounds of the Data Protection Legislation and your legal rights.

8. How Long Will You Keep My Personal Data?

We will not keep your personal data for any longer than is necessary in light of the reason(s) for which it was first collected. Your personal data will therefore be kept for the following periods (or, where there is no fixed period, the following factors will be used to determine how long it is kept):

9. How and Where Do You Store or Transfer My Personal Data?

We will only store your personal data in the UK. This means that it will be fully protected under the Data Protection Legislation.

The security of your personal data is essential to us, and to protect your data, we take a number of important measures, including the following:

limiting access to your personal data to those employees, agents, operatives, and other third parties with a legitimate need to know and ensuring that they are subject to duties of confidentiality;

procedures for dealing with data breaches (the accidental or unlawful destruction, loss, alteration, unauthorised disclosure of, or access to, your personal data) including notifying you and/or the Information Commissioner’s Office where we are legally required to do so.

10. Do You Share My Personal Data?

We will not share any of your personal data with any third parties for any purposes, subject to the following exceptions.

We may sometimes contract with the following third parties to supply certain services;

10.1 Finance companies particularly where our interest free credit option is being utilised. This will involve us securely transmitting your customer information (for the purpose of creating a unique customer identifier) however payment details will be processed and stored securely via our payment providers systems and will not be stored by us;

10.2 Professional service providers who may help us with our website and marketing campaigns;

10.3 Credit reference agencies, law enforcement and fraud prevention agencies; and

10.4 Companies such as Google who may perform marketing services on our behalf.

If any of your personal data is shared with a third party, as described above, we will take steps to ensure that your personal data is handled safely, securely, and in accordance with your rights, our obligations, and the third party’s obligations under the law, as described above in Part 9.

Where our interest free credit payment option is being utilised it is likely that our payment provider will conduct a credit search. We recommend you read their policies as to how your data will be used and stored by them.

In some limited circumstances, we may be legally required to share certain personal data, which might include yours, if we are involved in legal proceedings or complying with legal obligations, a court order, or the instructions of a government authority.

11. How Can I Control My Personal Data?

11.1 In addition to your rights under the Data Protection Legislation, set out in Part 5, when you submit personal data via Our Site, you may be given options to restrict our use of your personal data. In particular, we aim to give you strong controls on our use of your data for direct marketing purposes (including the ability to opt-out of receiving emails from us which you may do by unsubscribing using the links provided in our emails or at the point of providing your details and by managing your Account.

11.2 You may also wish to sign up to one or more of the preference services operating in the UK: The Telephone Preference Service (“the TPS”), the Corporate Telephone Preference Service (“the CTPS”), and the Mailing Preference Service (“the MPS”). These may help to prevent you receiving unsolicited marketing. Please note, however, that these services will not prevent you from receiving marketing communications that you have consented to receiving.

Can I Withhold Information?

You may access certain areas of Our Site without providing any personal data at all. However, to use all features and functions available on Our Site you may be required to submit or allow for the collection of certain data.

You may restrict our use of Cookies. For more information, see Part 14.

How Can I Access My Personal Data?

If you want to know what personal data we have about you, you can ask us for details of that personal data and for a copy of it (where any such personal data is held). This is known as a “subject access request”.

All subject access requests should be made in writing and sent to the email or postal addresses shown in Part 15.

There is not normally any charge for a subject access request. If your request is ‘manifestly unfounded or excessive’ (for example, if you make repetitive requests) a fee may be charged to cover our administrative costs in responding.

We will respond to your subject access request as soon as possible and, in any case, not more than one month of receiving it. Normally, we aim to provide a complete response, including a copy of your personal data within that time. In some cases, however, particularly if your request is more complex, more time may be required up to a maximum of three months from the date we receive your request. You will be kept fully informed of our progress.

How Do You Use Cookies?

Our Site may place and access certain first-party Cookies on your computer or device. First-party Cookies are those placed directly by us and are used only by us. We use Cookies to facilitate and improve your experience of Our Site and to provide and improve our services. We have carefully chosen these Cookies and have taken steps to ensure that your privacy and personal data is protected and respected at all times.

By using Our Site, you may also receive certain third-party Cookies on your computer or device. Third-party Cookies are those placed by websites, services, and/or parties other than us. For more details, please refer to the table below. These Cookies are not integral to the functioning of Our Site and your use and experience of Our Site will not be impaired by refusing consent to them.

All Cookies used by and on Our Site are used in accordance with current Cookie Law.

Before Cookies are placed on your computer or device, you will be shown a pop up requesting your consent to set those Cookies. By giving your consent to the placing of Cookies you are enabling us to provide the best possible experience and service to you. You may, if you wish, deny consent to the placing of Cookies; however certain features of Our Site may not function fully or as intended.

Certain features of Our Site depend on Cookies to function. Cookie Law deems these Cookies to be “strictly necessary”. These Cookies are shown in the table below. Your consent will not be sought to place these Cookies, but it is still important that you are aware of them. You may still block these Cookies by changing your internet browser’s settings as detailed below, but please be aware that Our Site may not work properly if you do so. We have taken great care to ensure that your privacy is not at risk by allowing them.

Please see our Cookie Policy for details on which cookies are in use on this website.

Our Site uses analytics services provided by Google. Website analytics refers to a set of tools used to collect and analyse anonymous usage information, enabling us to better understand how Our Site is used. This, in turn, enables us to improve Our Site and the services offered through it.

The analytics service(s) used by Our Site use(s) Cookies to gather the required information. You do not have to allow us to use these Cookies, however whilst our use of them does not pose any risk to your privacy or your safe use of Our Site, it does enable us to continually improve Our Site, making it a better and more useful experience for you.

In addition to the controls that we provide, you can choose to enable or disable Cookies in your internet browser. Most internet browsers also enable you to choose whether you wish to disable all Cookies or only third-party Cookies. By default, most internet browsers accept Cookies, but this can be changed. For further details, please consult the help menu in your internet browser or the documentation that came with your device.

You can choose to delete Cookies on your computer or device at any time, however you may lose any information that enables you to access Our Site more quickly and efficiently including, but not limited to, login and personalisation settings.

It is recommended that you keep your internet browser and operating system up-to-date and that you consult the help and guidance provided by the developer of your internet browser and manufacturer of your computer or device if you are unsure about adjusting your privacy settings.

How Do I Contact You?

To contact us about anything to do with your personal data and data protection, including to make a subject access request, please use the following details

Email address: [email protected]

Telephone number: 01323 407444

Postal Address: YDIY, 6H Southbourne Business Park, Eastbourne, East Sussex, BN22 8UY

Changes to this Privacy Policy

We may change this Privacy Policy from time to time. This may be necessary, for example, if the law changes, or if we change our business in a way that affects personal data protection.

Any changes will be immediately posted on Our Site and you will be deemed to have accepted the terms of the Privacy Policy on your first use of Our Site following the alterations. We recommend that you check this page regularly to keep up-to-date. This Privacy Policy was last updated in February 2023.

1. Definitions

1.1 In this Complaints Policy the following expressions have the following meanings:

2. Purpose of this Complaints Policy

2.1 YDIY.PRO welcomes and encourages feedback of all kinds from our customers. If you have a Complaint about our services and/or our the paint to be supplied, our customer service, or about our operatives, not only do we want to resolve it to your satisfaction but we also want to learn from it in order to improve our business and customer experience in the future.

2.2 It is our policy to resolve Complaints quickly and fairly, where possible without recourse to formal investigations or external bodies. In particular, the aims of this Complaints Policy are:

2.2.1 To provide a clear and fair procedure for any customers who wish to make a Complaint about YDIY.PRO, our services and/or paint to be supplied, our customer service, or about our employees or operatives;

2.2.2 To ensure that everyone working for or with YDIY.PRO knows how to handle Complaints made by our customers;

2.2.3 To ensure that all Complaints are handled equally and in a fair and timely fashion;

2.2.4 To ensure that important information is gathered from Complaints and used in the future to avoid such a situation arising again.

3. What this Complaints Policy Covers

3.1 This Complaints Policy applies to the provision of services by YDIY.PRO, to our customer service and to our employees and operatives.

3.2 For the purposes of this Complaints Policy, any reference to YDIY.PRO also includes our employees and operatives.

3.3 Complaints may relate to any of our activities and may include (but not be limited to):

3.3.1 The quality of customer service you have received from YDIY.PRO;

3.3.2 The behaviour and/or professional competence of our operatives;

3.3.3 Delays, defects, poor workmanship or other problems associated with the provision of services by YDIY.PRO;

3.4 The following are not considered to be Complaints and should therefore be directed to the appropriate person:

3.4.1 General questions about the paint supplied and/or our services;

3.4.2 Matters concerning contractual or other legal disputes;

3.4.3 Formal requests for the disclosure of information, for example, under applicable legislation;

4. Making a Complaint

4.1 All Complaints, whether they concern our services and/or the paint provided, our customer service, or our employees or operatives should be made in one of the following ways:

4.1.1 In writing, addressed to: The Manager, YDIY, 6H Southbourne Business Park, Eastbourne, East Sussex, BN22 8UY

4.1.2 By email at [email protected]

4.2 When making a Complaint, you will be required to provide the following information in as much detail as is reasonably possible:

4.2.1 Your name, address, telephone number and email address (We will contact you using your preferred contact method as your Complaint is handled);

4.2.2 If you are making a Complaint on behalf of someone else, that person’s name and contact details as well as your own;

4.2.3 If you are making a Complaint about a particular transaction, the customer account number;

4.2.4 If you are making a Complaint about a particular employee or operative of ours their name;

4.2.5 Further details of your Complaint including, as appropriate, all times, dates, events, and people involved;

4.2.6 Details of any documents or other evidence you wish to rely on in support of your Complaint;

4.2.7 Details of what you would like YDIY.PRO to do to resolve your Complaint and to put things right. (Please note that whilst we will make every reasonable effort to accommodate such requests, we are not bound to take any action beyond that which we may be contractually or otherwise legally obliged to take.)

5.How We Handle Your Complaint

5.1 YDIY.PRO operates a two-stage complaints handling procedure. Following our Complaints Procedure, our aim is to always resolve Complaints to your satisfaction at Level One without further recourse to Level Two. If you are not satisfied at the end of Level One, you may escalate your Complaint to Level Two.

5.2 Level One:

5.2.1 Upon receipt of your Complaint, the Complaint Handler identified above will log the Complaint in our complaints log and will acknowledge receipt of it in writing within 7 working days, giving you a Complaint Reference.

5.2.2 When we acknowledge receipt of your Complaint we will also provide details of your Complaint Handler. This may be the person to whom your original Complaint was directed (as above) or your Complaint may be assigned to another appropriate member of our team.

5.2.3 If your Complaint relates to a specific employee or operative, that person will be informed of your Complaint and given a fair and reasonable opportunity to respond. Any communication between you and the employee or operative in question should take place only via the Complaint Handler and we respectfully ask that you do not contact the employee or agent in question directly concerning the Complaint while we are working to resolve it.

5.2.4 If we require any further information or evidence from you, the Complaint Handler will contact you as quickly as is reasonably possible to ask for it. We ask that you use reasonable efforts to supply any such information or evidence quickly in order to avoid delaying the complaints handling process. If you are for any reason unable to provide such information or evidence we will use all reasonable efforts to proceed without it, however please be aware that we will not ask for further information or evidence unless we consider it important to the successful resolution of your Complaint.

5.2.5 We aim to resolve Level One Complaints within 21 days, however in some cases, particularly if your Complaint is of a complex nature, this may not be possible. If this is not possible for any reason you will be informed of the delay, the likely length of the delay and the reasons for it.

5.2.6 At the conclusion of the Level One complaints procedure, regardless of the outcome, we will provide you with full details of our investigation, our conclusions from that investigation, and any action taken as a result. You will also be reminded of your right to appeal our decision and escalate the complaint to Level Two in the form of an Appeal.

5.3 Level Two:

5.3.1 If you are not satisfied with the resolution of your complaint at Level One, you may appeal the decision within 7 days, and have the complaint escalated to Level Two. Appeals are handled by management level members of our team.

5.3.2 Appeals, quoting your original Complaint Reference, should be directed to your original Complaint Handler who will forward the request to an appropriate Appeal Handler. Receipt of Appeals will be acknowledged in writing within 7 days. When we acknowledge receipt of your Appeal we will also provide details of your Appeal Handler.

5.3.3 If your Complaint relates to a specific employee or operative, that person will be informed of your Appeal and given a further opportunity to respond. Any communication between you and the employee or operative in question should take place only via the Appeal Handler and we respectfully ask that you do not contact the employee or opertaive in question directly concerning the Complaint while we are working to resolve it.

5.3.4 If we require any further information or evidence from you, the Appeal Handler will contact you as quickly as is reasonably possible to ask for it. We ask that you use reasonable efforts to supply any such information or evidence to us quickly in order to avoid delaying the complaints handling process. If you are for any reason unable to provide such information or evidence we will use all reasonable efforts to proceed without it, however please be aware that we will not ask for further information or evidence unless we consider it important to the successful resolution of your Complaint.

5.3.5 We aim to resolve Level Two Complaints within 21 days, however in some cases, particularly if your Complaint is of a complex nature, this may not be possible. If this is not possible for any reason you will be informed of the delay, the likely length of the delay and the reasons for it.

5.3.6 At the conclusion of the Level Two procedure, regardless of the outcome, we will provide you with full details of our investigation, our conclusions from that investigation, and any action taken as a result. Our decision at this stage is final.

6. Confidentiality and Data Protection

6.1 All Complaints and information relating thereto are treated with the utmost confidence. Such information will only be shared with those employees or operatives of YDIY.PRO who need to know in order to handle your Complaint.

6.2 We may ask for your permission to use details of your Complaint (with your personal details removed) for internal training and quality improvement purposes. If you have given such permission, you may revoke it at any time by contacting us.

6.3 All personal information that we may collect (including, but not limited to, your name and address) will be collected, used and held in accordance with the provisions of UK data protection law (including but not limited to the UK GDPR, the Data Protection Act 2018, and the Privacy and Electronic Communications Regulations 2003) and your rights thereunder, as set out in our Privacy Policy available from our website.

7. Questions and Further Information

If you have any questions or require further information about any aspect of this Complaints Policy or about our Complaints Procedure, please contact us in writing or by email at [email protected].

8. Policy Responsibility and Review

8.1 Overall responsibility for this Complaints Policy within YDIY.PRO and the implementation thereof lies with The Manager, YDIY, 6H Southbourne Business Park, Eastbourne, East Sussex, BN22 8UY

8.2 This Complaints Policy is regularly reviewed and updated as required.

8.3 This Complaints Policy was adopted in February 2022.

BACKGROUND:

1.1 In these Terms and Conditions, unless the context otherwise requires, the following expressions have the following meanings:

“Agreed Times”

means the times which You and We agree for the Operative to have access to the Property to complete the Job subject to acceptance of the Quotation and as specified in any subsequent Agreement;

“Agreement”

means the contract into which You and We will enter if You accept the Quotation. The Agreement will incorporate, and be subject to, these Terms and Conditions. Our standard form of Agreement is attached as Schedule 1;

“Approved Range Paint”

means a paint colour that is on YDIY.PRO’s approved list of suppliers and/or colours.

“Business”

means any business, trade, craft, or profession carried on by You or any other person or organisation;

“Business Customer”

means a natural or non-natural person who is in Business, who utilises the services of YDIY.PRO.

“Cancellation Notice”

means the notice period you have to provide in order to receive a refund of the deposit. This is 5 clear business days.

“Consumer”

means a “consumer” as defined by the Consumer Rights Act 2015, and in relation to these Terms and Conditions means a domestic customer of the YDIY.PRO who receives Services for their personal use and for purposes wholly or mainly outside the purposes of any Business;

“Data Protection”

means all applicable legislation in force from time to time in the United Kingdom applicable to data protection and privacy including, but not limited to, the retained EU law version of the General Data Protection Regulation ((EU) 2016/679) (the “UK GDPR”); the Data Protection Act 2018 (and regulations made thereunder); and the Privacy and Electronic Communications Regulations 2003 as amended; and any applicable guidance or codes of practice issued by the Information Commissioner’s Office or other applicable regulatory authorities from time to time;

“Deposit”

means the deposit You will be required to pay in accordance with Clause 6;

“Domestic Customer”

means a natural person or persons who occupy the same residential address;

“Dimensions”

means the room dimensions provided by the Customer on our website and at the time of securing the booking. All dimensions will be checked by Our Operative when they first attend your Property.

Our website will request that the Customer provide the following three dimensions:

• Length
• Height
• Width

“Final Fee”

means the total of all sums You must pay, which will be shown on the invoice issued in accordance with Clause 7;

“Job”

means the complete performance of the Services;

“Margin of Error”

means the tolerance accepted by Us from the dimensions provided by the Customer on the website. 

The tolerance accepted by Us is +/- 5% ‘cm’ of each dimension (length, height or width). The total tolerance accepted by Us of all three dimensions (length, height and width) must be no more than 30 cm combined;

“Margin of Tolerance”

means the tolerance allowed from the dimensions provided by the Customer on our website;

“Model Cancellation Form”

means the model cancellation form attached as Schedule 2;

“Enquiry”

means Your initial request for Us to provide the Services as set out in Clause 4;

“Services”

means the Job We will provide as specified in the Agreement between Us;

“Special Order Paint”

means a paint colour that is not on YDIY.PRO’s approved list of suppliers and/or colours.

“Operative” 

means Us or Our employee who will be responsible for providing the Services;

“Order”

“Products”

means the products required for the provision of the Services which We will supply (if any) as specified in the Quotation and Agreement;

“Property”

means Your home or if you are a Business Customer Your premises, as detailed in the Quotation and the Agreement, at which the Job is to take place;

“Quotation”

means the quotation We give to You in accordance with Clause 4 detailing the services We will provide to You and the fees We will charge;

“Quoted Fee”

means the fee set out in the Quotation which may change according to the actual work undertaken as set out in Clause 7;

“Rescheduling Notice”

means You are able to reschedule the work providing you have provided at least 72 hours’ notice, prior to the work due to commence, inside of this period you are unable to reschedule. 

“Satisfaction Survey”

means the post-work survey You are asked to sign off immediately upon the completion of the works. 

“Start Date”

means the date You select using the online booking system for Us to start providing the services as specified in the Agreement;

“Visit”

means any occasion, scheduled or otherwise, on which the Operative visits the Property to provide the Services;

“We/Us/Our”

means YDIY.PRO and includes all employees, agents, operatives and sub-contractors of YDIY.PRO; and

“You/Your”

means any Customer of YDIY.PRO.

1.2 Each reference in these Terms and Conditions to “writing”, and any similar expression, includes electronic communications whether sent by e-mail, text message, fax, or other means.

1.3 Each reference to a statute or provision of a statute is a reference to that statute or provision as amended or re-enacted at the relevant time.

1.4 Each reference to “these Terms and Conditions” is a reference to these Terms and Conditions.

1.5 Each reference to a Schedule is a reference to a schedule to these Terms and Conditions.

1.6 The headings used in these Terms and Conditions are for convenience only and do not affect the interpretation of these Terms and Conditions.

1.7 Words signifying the singular number will include the plural and vice versa.

1.8 References to any gender will include any other gender.

1.9 References to persons, unless the context otherwise requires, include corporations.

2. Information about Us

2.1 We are a private limited company (IPC Construction Ltd)

2.2 We trade under the names YDIY.PRO & YDIY

2.3 We are registered in England and Wales under number 13527379.

2.4 Our registered office is at 30/32 Gildredge Road, Eastbourne, East Sussex, United Kingdom, BN21 4SH

2.5 Our VAT number is 431 1209 49.

3. Communication and Contact Details

3.1 If You wish to contact Us with questions or complaints, You may contact Us by telephone at or by email at [email protected].

3.1 In certain circumstances You must contact Us in writing (as stated in various Clauses throughout these Terms and Conditions).  When contacting Us in writing You may use the following methods:

3.1.1 contact Us by email at [email protected]; or

3.1.2 contact Us by post at YDIY.PRO, 30/32 Gildredge Road, Eastbourne, East Sussex, United Kingdom, BN21 4SH.

4. Enquiries and Formation of Contract

4.1 All Enquiries for Our Services must be made using our website. 

4.2 When placing an Enquiry with Us, You are required to set out, in detail, the Services required.  Details required include the location of the Property, the number and type of rooms which are to be painted and the type(s) of painting required (e.g. walls, woodwork etc.). We will provide You with an online form containing prompts for all required information. All such details will be set out in the Agreement.

4.3 Once the Enquiry is complete and submitted by You, We will provide You with an instant online Quotation which will be in the form of an invitation to treat. This will also include details of our 20% plus VAT deposit which will be payable if you wish to proceed and make us a legally binding offer. 

4.4 We are at liberty to either accept, reject or make a counter-offer, but we will provide you with the reasons for any rejection or the basis of any counter-offer.  

4.5 You may accept a Quotation using our online portal and by selecting a date for the Job to be carried out using the online calendar feature. 

4.6 A Quotation will only be valid and live on our website for a maximum period of 28 days and we reserve the right to withdraw any Quotation before it is accepted and a deposit paid without providing any explanation.  

4.7 After We have confirmed our legal acceptance (as per clause 4.4 above) and You have paid the Deposit, a legally binding contract between You and Us will be created for Us to provide the Services and for You to pay for them. We will then send you the final Agreement which we define as an Order and your unique Order Number.   

5. Order

5.1 In the event that you need to make a change to Your Order you will need to locate the relevant Order from your account on the website. From here you will be able to amend your order provided that it is outside of the Rescheduling Notice Period. If the charge is outside of the tolerances as outlined below – the contract will have to be cancelled and rebooked and your Deposit will be fully refunded.

5.2 Our Operative will attend your Property on the agreed date and time and will initially confirm the room dimensions provided by You on Our website. This is the height x width measurements of each wall. In the event that any of the dimensions are found to be incorrect We will allow a margin of error of +/- 5% ‘cm’ per dimension.

5.3 In the event that the margin of error exceeds the margin of tolerance allowed by Us, our Operative will recalculate based upon the revised dimensions. We define this as a new supplemental Contract under the same terms as the Order. If this results in an adjustment to the overall fee, then this will need to be paid in full immediately before any work can be carried out. There will be no refund on materials or labour already ordered if less are ultimately needed. If additional days labour are required and/or there is a delay in obtaining the additional materials then the Operative will carry out the original Order and You will need to re-book for the additional works.

5.4 Where the Operative attends the Property and finds that preparation work is required (i.e. making good of walls etc.) despite the confirmation previously that the surfaces were ready for our Operative, then the Services will be cancelled and the Customer deposit will be retained.

5.5 If You fail to rebook Your service within the Rescheduling Notice Period then the Deposit will be retained in full but the Order will be cancelled.

5.6 In the event that Our Operative attends your Property and is not able to gain access at the agreed date and time we reserve the right to charge an abortive fee on each and every occasion.

5.7 It remains Your responsibility to ensure that We have correct address and telephone information which may be used by Our Operative to contact You in circumstances where We are unable to locate your Property. In circumstances where we are unable to locate and/or access Your Property and where Our Operative is unable to make contact with You We will cancel the Service and Your deposit will be retained by Us to cover the cost incurred.

6. Deposit

6.1 At the time of accepting the Quotation You will be required to pay Us a Deposit of 20% of the overall value inclusive of VAT. You will also pay VAT on the Deposit sum. We will not confirm our Acceptance until the Deposit is paid in full as set out in clause 4.7 above. 

6.2 If you cancel the Services with Us, and provide at least the minimum Cancellation Notice Period we will refund the Deposit. If the Cancellation Notice Period is not given then we reserve the right to retain all of the Deposit as set out in Clauses 14, 15 and 16.

7. Fees and Payment

7.1 The Order will include the price payable for the Services and Products. All fees are inclusive of VAT. If the rate of VAT changes before you have paid for it, We will adjust the amount of VAT that You must pay.

7.2 When securing Your booking date on our website, payment will be required in full by credit/debit card unless you have been accepted for 12 months interest free credit with our approved credit supplier, and accepted by Us at any time before the Order.

8. The Services

8.1 We will provide the Services in accordance with the specification set out in the Agreement (as may be amended by agreement between You and Us from time to time).

8.2 We will use reasonable endeavours to ensure that the Products We use match those chosen by You. There may be slight variations to the same Products as a result of differences between photographs, catalogues and other materials, and the Products themselves, or as a result of minor technical changes which will not impact your use of the Product in question. Product packaging may also vary. If different Products are required due to non-availability, We will not supply them without consulting with You first, in advance of the Job. If You do not wish to accept the alternative Products, You may cancel and receive a full refund of all sums paid including, where applicable, the Deposit. 

8.3 You warrant that you have followed our user guide document to ensure the base wall will be in a fit state for the application of paint by our Operative. Where the guide has not been followed we reserve the right to cancel the service(s) and we will withhold the deposit monies. 

8.4 We will ensure that the Services are performed with reasonable care and skill and to a reasonable standard which is consistent with best trade practice.

8.5 We will ensure that We comply with all relevant codes of practice that may apply from time to time, voluntary or otherwise.

8.6 We will properly dispose of all waste that results from Our provision of the Services but will leave with you any part-used product for you to use for any cosmetic repairs after we have provided the Services.

8.7 Where a Job is to last for more than one working day, the Operative will, where reasonably possible, leave the Property in a clean and tidy state and minimise any disruption to Your use and enjoyment of the Property while work is being carried out. We will, wherever possible, store all tools and materials only in areas where work is being carried out or remove them from the Property at the end of each working day.

8.8 We will require full payment after the initial deposit and before the work commences. 

9. Problems with Our Service

9.1 If there is a significant problem with the result of the Services, i.e. they have not been provided with reasonable care and skill, You are obliged to ask Us to make good the service, and if this is not possible we may offer you a price reduction.

9.2 We always use reasonable efforts to ensure that Our provision of the Services is trouble-free. If, however, there is a problem with the Services We request that You inform Us as soon as is reasonably possible. We will use reasonable efforts to remedy problems with the Services as quickly as is reasonably practicable.

9.3 We will not charge You for remedying problems under this Clause 9 where the problems have been caused by Us. If We determine that a problem has been caused by incorrect or incomplete information or action provided or taken by You, We may charge You for remedial work. This includes where you have not followed the user guide. 

9.4 As a customer, You have certain legal rights with respect to the purchase of goods or services.  For full details of your legal rights and guidance on exercising them, it is recommended that You contact your local Citizens Advice Bureau or Trading Standards Office.

10. Your Obligations

10.1 If any consents, licences, or other permissions are needed from any third parties such as landlords, local authorities, or similar, You must obtain them before We begin to provide the Services. If you fail to do so in advance of the selected Start Date you will still be charged (by way of a loss of deposit) in accordance with these Terms and Conditions and the Agreement. 

10.2 We may ask You to move or remove certain furniture, fixtures and fittings in the Property before We begin work. Unless You and We specifically agree otherwise, this is Your responsibility and is always undertaken at Your risk, regardless of whether or not the Operative is required to assist.

10.3 You will ensure that the Operative can access the Property at the Agreed Times to provide the Services noting the conditions in clause 5.7 above.

10.4 You will need to ensure a responsible adult is present at all times the Operative is at the premises, under no circumstances will the Operative accept responsibility for any keys to the Property and should all adults have to leave the Property the Operative will have to suspend the delivery of the Services which will need to be rebooked and will incur additional charges.      

10.5 If You do not provide the required access to the Property or make it impossible for Us to provide the Services by failing to comply with any other provision in this Clause 10, and do not have a good reason for this, We may charge you for any additional charges incurred as a result. This will be taken from the deposit monies. 

10.6 You must ensure that the Operative has access to electrical outlets and a supply of hot and cold running water as well as toilet facilities.

10.7 You will permit us to undertake before and after photographs of all areas where work is to be and has been undertaken. The photographs after the Services have been Provided will be signed off by you as part of the post-work Satisfaction Survey to evidence your acceptance that the work has been carried out in accordance with the Agreement. You will undertake the sign off immediately upon completion of the works upon the presentation of the Satisfaction Survey. 

11. Complaints and Feedback

11.1 We always welcome feedback from Our customers and, while We always use all reasonable endeavours to ensure that Your experience as a customer of Ours is a positive one, We nevertheless want to hear from You if You have any cause for complaint.

11.2 In the unlikely event that you are not content to sign off the Satisfaction Survey, then you must raise any issues with the Operative who will attempt immediate rectification. If this does not solve the issue, then you must immediately contact us and raise a complaint in accordance with below.

11.3 All complaints are handled in accordance with Our complaints handling policy and procedure, available from our website.

11.4 If You wish to complain about any aspect of Your dealings with Us, please contact Us in one of the following ways:

11.4.1 In writing, addressed to YDIY.PRO, 30/32 Gildredge Road, Eastbourne, East Sussex, United Kingdom, BN21 4SH

11.4.2 By email, addressed to  [email protected];

11.4.3 Using Our complaints form, following the instructions included with the form;

11.4.4 By telephone on 01323407444.

12. Changing the Start Date

12.1 If You ask Us to change the Start Date:

12.1.1 We will, where reasonably possible, agree a revised Start Date with You within the limitations of clause 5; 

12.1.2 If it is not possible to agree a revised Start Date either You or We may terminate the Agreement (see Clause 15).

12.2 If We ask You to change the Start Date, You may either:

12.2.1 agree a revised Start Date with Us; or

12.2.2 terminate the Agreement (see Clause 15).

13. Cancellation of Contract During the Cooling Off Period

13.1 As the Agreement is not made “on Our premises”, You have a statutory right to a “cooling off” period.  This period begins once the contract between You and Us is formed and ends 14 calendar days after the contract is formed.

13.2 If You wish to cancel the Agreement within the cooling off period, You should inform Us immediately by using the button on the website. 

13.3 If You exercise this right to cancel, You will receive a full refund of any amount paid to the Us in respect of the contract (including, but not limited to, the Deposit, where applicable).

13.4 We will refund money using the same method used to make the payment, unless You have expressly agreed otherwise. In any case, You will not incur any fees as a result of the refund.

13.5 We will process the refund due to You as a result of a cancellation without undue delay and, in any case, within the period of 14 calendar days after the day on which We are informed of the cancellation.

13.6 If the Start Date falls within the cooling off period, You must make an express request for provision of the Services to begin within the 14 calendar day cooling off period.  This request forms a normal part of our ordering process as we understand most Customers want the work undertaken as soon as possible.  By making such a request You acknowledge and agree to the following:

13.6.1 If the Job is completed within the 14 calendar day cooling off period, You will lose the right to cancel once the Job is completed;

13.6.2 If You cancel the Agreement after provision of the Services has begun You will be required to pay for the Services and any Products that cannot be returned to Us supplied up until the point at which You inform Us of Your wish to cancel;

13.6.3 The amount due will be calculated in proportion to the full price of the Services and the actual Services already provided.  Any sums that have already been paid for the Services will be refunded, subject to deductions calculated on this basis;  

13.6.4 We will process any refund within 15 working days after You inform Us of Your wish to cancel.

13.7 Clause 14 applies to the termination of the Agreement after the 14 calendar day cooling off period has elapsed.

14. Cancellation Outside of the Cooling Off Period

14.1 In addition to Your rights in Clause 13 relating to the cooling off period, the following applies to Your termination of the Agreement after the cooling off period and before the Start Date (if relevant):

14.1.1 If You cancel the Job after the 14 calendar day cooling off period has expired (or where it does not apply) and more than 7 working days before the Start Date, We will refund any sums paid as soon as reasonably possible less the 20% plus VAT non-refundable deposit and in any event within 15 working days of cancellation.

14.2 We may need to terminate the Agreement before the Start Date due to the unavailability of Operatives or Materials, or due to the occurrence of an event outside of Our reasonable control.  If such cancellation is necessary, We will inform You as soon as is reasonably possible. We will refund the Deposit, if applicable, and any other sums paid as soon as is reasonably possible, and in any event within 15 Working Days of termination.

15. Termination 

15.1 You may terminate the Agreement with immediate effect at any time by giving Us written notice if:

15.1.1 We have breached the Agreement in any material way and have failed to remedy that breach within 28 working days of You asking Us in writing to do so;

15.1.2 We enter into liquidation or have an administrator or receiver appointed over Our assets;

15.1.3 You and We have been unable to agree a revised Start Date or You elect to terminate the Agreement under Clause 12;

15.1.4 We are unable to provide the Services due to an event outside of Our control (see Clause 17).

15.2 We may terminate the Agreement with immediate effect by giving You written notice if:

15.2.1 You fail to make a payment on time as required under Clause 7 (this does not affect Our right to charge interest on overdue sums); 

15.2.2 You have breached the Agreement in any material way and have failed to remedy that breach within 15 working days of Us asking You in writing to do so; or

15.2.3 You and We have been unable to agree a revised Start Date under Clause 12;

15.2.4 You do not provide the Operative with access to the Property or otherwise make it impossible for the Operative to provide the Services;

15.2.5 We have been unable to provide the Services for more than 2 weeks due to an event outside of Our control (see Clause 17).

15.3 For the purposes of this Clause 15 a breach of the Agreement will be considered ‘material’ if it is not minimal or trivial in its consequences to the terminating Party. In deciding whether or not a breach is material, no regard will be had to whether it was caused by any accident, mishap, mistake or misunderstanding.

15.4 If at the termination date:

15.4.1 You have made any payment to Us (including, but not limited to, the Deposit, where applicable) for any Services We have not yet provided, these sums will be refunded to You as soon as is reasonably possible, and in any event within 15 Working days of the termination notice. We may, however, deduct from such a refund (or charge You) reasonable compensation for the net costs We will incur as a result of your breaking the Agreement if We terminate it under sub-Clauses 15.2.1, 15.2.2 or 15.2.4;

15.4.2 We have provided Services that You have not yet paid for, the sums due will be deducted from any refund due to You or, if no refund is due, We will invoice You for those sums and You will be required to make payment in accordance with Clause 7.

16. Effects of Termination

16.1 If the Agreement is terminated for any reason:

16.1.1 Any Clauses which, either expressly or by their nature, relate to the period after the expiry or termination of the Agreement will remain in full force and effect.

16.1.2 Termination will not remove or reduce any right to damages or other remedy which either You or We may have in respect of any breach of the Agreement which exist at or before the date of termination.

17. Events Outside of Our Control (Force Majeure)

17.1 We will not be liable for any failure or delay in performing Our obligations under these Terms and Conditions where the failure or delay results from any cause that is beyond Our reasonable control.  Such causes include, but are not limited to: power failure, internet service provider failure, strikes, lock-outs or other industrial action by third parties, riots and other civil unrest, fire, explosion, flood, storms, earthquakes, subsidence, acts of terrorism (threatened or actual), acts of war (declared, undeclared, threatened, actual or preparations for war), pandemic, epidemic or other natural disaster, or any other event that is beyond Our reasonable control.

17.2 If any event described under this Clause 17 occurs that is likely to adversely affect Our performance of any of Our obligations under these Terms and Conditions:

17.2.1 We will inform You as soon as is reasonably possible;

17.2.2 Our obligations under the Agreement will be suspended and any time limits that We are bound by will be extended accordingly;

17.2.3 We will inform You when the event outside of Our control is over and provide details of any new dates, times or availability of Services as necessary;

17.2.4 You or We may terminate the Agreement (see Clause 15).

18. Liability

18.1 We will be responsible for any foreseeable loss or damage that You may suffer as a result of Our breach of these Terms and Conditions or as a result of Our negligence. Loss or damage is foreseeable if it is an obvious consequence of the breach or negligence or if it is contemplated by You and Us when the Agreement is entered into.  We will not be responsible for any loss or damage that is not foreseeable.

18.2 We will maintain suitable and valid insurance including public liability insurance.

18.3 We provide Services for domestic and private purposes only. We make no warranty or representation that the Services are fit for commercial, business or industrial purposes of any kind. We will not be liable to You for any loss of profit, loss of business, interruption to business or for any loss of business opportunity.

18.4 If We cause any damage to the Property, We will make good that damage at no additional cost to You.  We are not responsible for any pre-existing faults or damage in or to Your property that We may discover while providing the Services.

18.5 We are not liable for any loss or damage You suffer which results from Your failure to follow any reasonable instructions given by Us or the Operative.

18.6 Nothing in these Terms and Conditions is intended to or will limit or exclude Our liability for death or personal injury caused by Our negligence or for fraud or fraudulent misrepresentation.

18.7 Nothing in these Terms and Conditions is intended to or will limit Your legal rights as a Consumer under any consumer protection legislation. For more details of Your legal rights please refer to Your local Citizens Advice Bureau or Trading Standards Office.

19. How We Use Your Personal Data (Data Protection)

19.1 All personal data that We may use will be collected, processed, and held in accordance with the provisions of the Data Protection Legislation and Your rights thereunder.

19.2 For complete details of Our collection, processing, storage, and retention of personal data including, but not limited to, the purpose(s) for which personal data is used, the legal basis or bases for using it, details of Your rights and how to exercise them, and personal data sharing (where applicable), please refer to Our Privacy Policy available from our Website. 

20. Other Important Terms

20.1 We may from time to time change these Terms and Conditions without giving You notice, but We will use Our reasonable endeavours to inform You as soon as is reasonably possible of any such changes.

20.2 We may transfer (assign) Our obligations and rights under the Agreement to a third party (this may happen, for example, if We sell Our business).  If this occurs We will inform You in writing.  Your rights under the Agreement will not be affected and Our obligations under the Agreement will be transferred to the third party who will remain bound by them.

20.3 You may not transfer (assign) Your obligations and rights under the Agreement without Our express written permission (such permission not to be unreasonably withheld).

20.4 The Agreement is between You and Us.  It is not intended to benefit any other person or third party in any way and no such person or party will be entitled to enforce any provision of the Agreement.

20.5 If any provision of the Agreement or these Terms and Conditions is held by any competent authority to be invalid or unenforceable in whole or in part the validity of the other provisions of the Agreement or these Terms and Conditions and the remainder of the provision in question will not be affected.

20.6 No failure or delay by Us or You in exercising any rights under the Agreement means that We or You have waived that right, and no waiver by Us or You of a breach of any provision of the Agreement means that We or You will waive any subsequent breach of the same or any other provision.

21. Regulations and Information

21.1 We are required by the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 to ensure that certain information is given or made available to You as a Customer before We make Our contract with You (i.e. before You have accepted the Quotation and the Agreement has been signed) except where that information is already apparent from the context of the transaction. We have included the information itself either in the Agreement or Quotation for You to see, or We will make it available to You before the Agreement is signed and you accept the Quotation. All of that information will, as required by the Regulations, be part of the terms of Our contract with You as a Customer.

21.2 As required by the Regulations:

21.2.1 all of the information described in sub-Clause 21.1; and

21.2.2 any other information which We give to You about the Services, or about Us or Our business which you take into account when deciding to accept the Quotation and sign the Agreement, or when making any other decision about the Services,

will be a part of the terms of Our contract with You as a Consumer.

22. Law and Jurisdiction

22.1 These Terms and Conditions, the Agreement, and the relationship between you and Us (whether contractual or otherwise) shall be governed by, and construed in accordance with the law of England & Wales. 

22.2 As a customer, you will benefit from any mandatory provisions of the law in your country of residence. Nothing in Sub-Clause 22.1 above takes away or reduces your rights as a customer to rely on those provisions.

22.3 Any dispute, controversy, proceedings or claim between you and Us relating to these Terms and Conditions, the Agreement, or the relationship between you and Us (whether contractual or otherwise) shall be subject to the exclusive  jurisdiction of the courts of England and Wales.