Guarantee Terms and Conditions

Mister.Build Guarantee Terms & Conditions

Terms and conditions related to the Mister.Build Customer Guarantee

Who are we offering guarantee on the work undertaken?

Please note:

This guarantee is exclusively applicable to customers who make payments to the traders via our website. Customers who pay the full or partial amount directly to the traders are not included in our guarantee.

Why are we offering a customer guarantee?

Mister.Build takes pride in the high standards of service provided by our reliable traders. We recognize that occasionally, situations may not unfold as expected. However, we have full confidence in the services offered by our Guaranteed Traders, and in the rare instances when issues arise, we are committed to rectifying them.

Our Customer Guarantee is in place to ensure that you are not financially disadvantaged for any work performed by our Guarantee Traders that fails to meet the expected quality or standards. As anticipated, our Customer Guarantee comes with specific terms and conditions, and we encourage you to thoroughly review these before filing a claim.

Should you have any inquiries regarding our Customer Guarantee or any other matters, please feel free to reach out to us at office@mister.build or at  office@our-power.london  Additionally, please be aware that we reserve the right to discontinue this Customer Guarantee at any time by removing it from our website, although any work initiated prior to the withdrawal of the Customer Guarantee will still be honoured.

Terms and Conditions

1. To qualify for our services, you must be a customer of Mister.Build, which entails having reached out to a tradesperson listed on our website through the link provided in their profile.
2. Our Customer Guarantee applies exclusively to work performed by tradespeople who are members of Mister.Build, identifiable by the ‘Guaranteed Trader’ badge displayed alongside their names.
3. It is essential to register the work on our platform either prior to its commencement or on the same day it begins.
4. Claims must be initiated by the individual who contracted the work.
5. We offer a guarantee for our members’ work up to a maximum of £1,000 per claim, with certain exclusions as detailed below.
6. Services are required to be delivered within the 25 regions that we cover, only using our members providing assistance in these areas.
7. Each household is limited to one claim per year, regardless of the outcome of any previous claims made within the same qualifying year.
8. All claims must be submitted within 1 month from the date the services were completed or terminated by either party.
9. Please note that our Customer Guarantee does not cover claims for:

–  Any work related to listed buildings.

–  Services carried out for landlords or in connection with a property which is not your main residence

–  Work which is done as a short-term or temporary solution to a problem or issue such as the temporary patching of a roof or leak

–  Arboricultural services, tree surgery and gardening services

–  Cleaning Services (including cleaning of chimneys, carpets, rugs, upholstering, windows and ovens)

–  Computer and IT related services

–  Land and building surveying

–  Lock-up and other storage services

–  Motor repairs and other vehicle services

–  Plant hire and other hire services

–  Pest control services

–  Removals, and towing services

–  Scaffolding

–  Unblocking of drains and other drainage services

–  Waste removal and clearance

Refer to the section below titled ‘What is included and what is not?’ for further clarification.

10. In order to utilize our Customer Guarantee, it is essential to adhere to the claims process outlined. For detailed instructions, please refer to the section below labelled: ‘’How to claim on the Customer Guarantee’’
11. We reserve the right in our absolute discretion to refuse any claim that we do not reasonably believe meets these terms and conditions.

How to claim on the Customer Guarantee?

You will appreciate that there must be some rules before you can claim through our Customer Guarantee and we therefore ask you to do the following:

1. In the first instance, please get in touch with your Personal Project Supervisor whose services you wish to complain about (“Rejected Services”) so that they are aware of your complaint and are given the opportunity to resolve it.

2. If you are unable to resolve your complaint directly with the Member responsible, please notify us of your complaint as soon as possible via email at office@mister.build or office@our-power.london . Please note that as part of our Complaints Process, you will be required to provide the Contract Number, to complete a claim form and submit reasonable evidence to support your complaint, including all relevant correspondence, estimates, invoices, description of the issue and supporting pictures, as well as any other evidence we may reasonably request.

How you can expect us to manage your claim:

The first step is to guarantee that each task is executed perfectly and with a high level of professionalism, while also addressing any potential issues that may cause dissatisfaction, as ARE ALWAYS OUR VIP.

Our objective is to ensure your satisfaction and to earn your trust for your upcoming projects. Nevertheless, if we fall short of your expectations, we will resolve the matter through our Rejected Services system, so there is no need to be concerned; we are always on your side.

We take all claims against our Members very seriously and will carry out our investigations into your claim in an objective and reasonable manner. We will investigate your complaint by reviewing the evidence you have submitted and speaking to the Member (or Members) who provided the Rejected Services and confront with all the details from the Contract. We may also call upon an independent third party to assess your claim if we think, in the circumstances, it is reasonable to do so.

We will aim to conclude our investigation as soon as we can, but timeframes will depend on when we can speak to the Member who provided the Rejected Services, the amount of evidence submitted by each party and whether or not we need to involve an independent surveyor or other expert. We may also need to ask you for more information and/or require that you submit further evidence to support your claim before we can complete our investigation. We will of course keep you updated of such matters throughout our investigation.

Our Customer Guarantee is there for you when services received do not live up to the quality or specification of what was agreed on the Contract and paid for. Typically, our Customer Guarantee is there to cover claims which relate to:

• Poor workmanship which falls below accepted industry standard;
• Work which has not been carried out to design or specification outlined in the contractual agreement;
• Services which you have paid for but which are not provided.

As you can appreciate, we do not act as an insurance policy. If you have the ability to claim under an insurance policy, please consider doing so before submitting a claim to us. A claim or payment made under our Customer Guarantee may invalidate your right to make a subsequent claim under your insurance.

Where the Member is no longer trading or becomes insolvent (whether before or after the services have commenced) we will intervene and ensure the task is completed smoothly, provided you made your payment through our platform.

Please note, there are certain things which our Customer Guarantee does not cover. We believe that many of these items will be considered common sense; however, we have supplemented the previous list with the one below to provide you with an understanding of the types of things that are not included in our Customer Guarantee:

Any amounts paid (or payable) under any applicable manufacturer guarantee or warranty or insurance policy.

Where the Member is willing to remedy the Rejected Services or provide you with a refund.

Pre-existing faults or damage to your property that is identified at the start of the services or otherwise discovered during the course of the services.

Disputes over price, timeframes, or cancellations.

Costs relating to work that does not form part of the Rejected Services.

Goods, materials, services or other items provided by you or a third party.

Costs related to your (or any third party’s) delay, acts or omissions.

Goods, materials, items or services provided by the Member in accordance with agreed specification, industry practice or your instructions.

Theft or accidental damage.

Loss or damage suffered by a third party.

Loss or damage caused by a third party (whether intentionally, negligently or through misconduct).

Any loss or damage that is not foreseeable. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the contract was made, both you and the Member knew it might happen, for example, if you discussed it with the Member during the sales process.

Applicable taxes (including VAT) and interest.

Outcome and Payment:

Once we have concluded our investigation, we will write to you with the outcome of your claim. We will call you or write you by email.

Our goal is to complete this process within 2 to 10 days; however, it may take longer if third parties are involved.

Where your claim has been successful, we will let you know the amount we have agreed to award you under our Customer Guarantee (“Awarded Sum”). Every claim will be different, and so we do not have a set formula of how Awarded Sums are calculated. However, when considering the final sum to award, we will work within the following parameters:

• Whether this work been carried out professionally and in accordance with the details outlined in the initial Contract;
• Whether the Rejected Services meet the agreed specification, were performed by the Member with reasonable care and skill, and were carried out within a reasonable time;
• The extent to which the Rejected Services fall below standard industry practice;
• The terms and conditions under which the Rejected Services were provided;
• The assessment and advice of any independent experts involved in your claim;
• The average market cost in your area to remedy the Rejected Services;
• The extent to which the Rejected Services have been sufficiently remedied or costs reimbursed by the Member; and
• The sums already paid by you to the Member in respect of the Rejected Services and any amounts that remain outstanding.

Where your claim has been unsuccessful, we will let you know the reasons why we have reached this decision.

The Awarded Sum is final and cannot be appealed or contested. Once we have concluded our investigation, we are under no obligation to reconsider our decision, consider any further evidence submitted by you in support of your claim, or provide any further reasoning or justification of our decision or how we reached it.

We will pay the Awarded Sum to you using the initial payment method that you have been utilizing on our platform. You can expect payment of the Awarded Sum into your nominated bank account within 14 days from the date we notify you that your claim has been successful, or the date we receive your new bank details (if later).

Upon payment of the Awarded Sum, your claim under our Customer Guarantee will be considered satisfied and closed. We shall have no further obligation, or liability, to you in respect of this claim.

Please note, this does not affect your statutory rights. 

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