1. About these terms
These terms apply when a consumer orders stretch ceiling products, installation services or related works from Stretcharama Ltd. Your quotation, agreed specification, drawings, written variations and these terms together form the contract.
If anything in a quotation expressly differs from these terms, the quotation will take priority for that project.
These terms are intended for residential customers. Business or trade projects may be subject to separate terms.
2. Quotations and specifications
Our quotation is based on the information available when it is prepared, including dimensions, photographs, drawings, site information and the agreed finish. Unless stated otherwise, a quotation is valid for 30 days.
Only work specifically described in the quotation is included. Plastering, decorating, structural repairs, electrical upgrades, removal of asbestos, moving furniture and work by other trades are excluded unless expressly included.
Images, samples and digital visualisations are intended to show the general appearance. Colours, sheen, printed images and lighting effects can vary with room lighting, screen settings, material batches and viewing angle.
3. Survey and measurements
Each membrane is manufactured specifically for the property. Final dimensions and technical details may be confirmed during a site survey.
The customer must tell us about known defects, concealed services, fragile surfaces, asbestos, leaks, damp, structural movement or other matters that could affect the work.
If information supplied by the customer or another contractor is inaccurate, or site conditions differ materially from what could reasonably have been identified, we may propose a fair variation to the price or programme before continuing.
4. Placing an order
An order is accepted when we issue written confirmation or accept the deposit. No installation date is guaranteed until the order, specification and required payment have been confirmed.
The customer must check the quotation carefully, including finish, colour, printed design, lighting, openings, and accessories. Any error should be reported before the manufacture begins.
Every stretch ceiling is bespoke. Once measurements and specifications have been approved and manufacture has begun, changes may not be possible and may incur additional cost.
5. Price and payment
Unless agreed otherwise in writing, a 35% deposit is payable with the order and the remaining 65% is payable within seven days of the final invoice date.
Prices are stated exclusive of VAT unless the quotation says otherwise. VAT will be charged at the applicable rate.
We may pause ordering, manufacture or installation if a payment is overdue. This may affect the proposed programme.
Any additional work must be agreed, where reasonably practicable, before it is carried out. Agreed variations will be added to the contract price.
6. Cancellation rights
Where a contract is agreed entirely at a distance or away from our business premises, the customer may normally have a 14-day statutory cancellation period.
The statutory right to cancel does not normally apply to goods made to the customer’s specifications or clearly personalised, including a membrane manufactured to the measured dimensions or an approved printed design.
If the customer asks us in writing to begin survey, design or installation services during a statutory cancellation period, the customer may have to pay a reasonable amount for services supplied before cancellation. The right to cancel a service can be lost once the service has been fully performed, provided the required express request and acknowledgement have been given.
Cancellation outside any statutory right is subject to our reasonable losses and costs. We will take reasonable steps to reduce those losses and will explain any amount retained or charged.
7. Installation dates and delays
Any installation date is an estimate unless we expressly agree in writing that it is fixed. Manufacturing, transport, access, site readiness and events outside our reasonable control can affect timing.
If a delay occurs, we will keep the customer informed and arrange a revised date as soon as reasonably possible.
We are not responsible for delay caused by the customer, other contractors, unsafe conditions, lack of access, unavailable services, undisclosed hazards, severe weather, transport disruption or supplier failure outside our reasonable control.
8. Preparing the room
The customer must provide safe and reasonable access, suitable parking where reasonably available, electricity, adequate working space and any agreed welfare facilities.
Furniture, valuables and fragile items should be removed or protected before installation. We will take reasonable care, but we are not responsible for items left in the working area where their presence prevents safe working.
Walls, ceilings and fixing backgrounds must be sound enough to accept the agreed system. Any known pipework, cables or concealed services should be clearly identified.
Where hot-work alarms, pool covers, ventilation systems or specialist controls need to be isolated or managed, the customer must arrange this with the appropriate competent person unless included in our quotation.
9. Existing ceilings and hidden conditions
A stretch ceiling is generally installed below or within the existing ceiling area. Unless agreed otherwise, we are not repairing or guaranteeing the original ceiling, wall, structure or concealed services.
Existing defects may remain concealed after installation. Leaks, movement, infestation, corrosion or failure of the original building can affect the new system and are not covered by our guarantee.
If we discover an unsafe or unexpected condition, we may stop work until it has been assessed or corrected. Any additional work will be discussed before proceeding.
10. Electrical and other services
Electrical work will be limited to the work described in the quotation and carried out by a suitably competent person where required.
Where existing lights, speakers, ventilation grilles, detectors or other equipment are reused, we cannot guarantee their condition, compatibility or remaining life.
Dimmers, controllers, drivers and other components must be compatible. Changes requested after installation may require additional access or replacement components and will be chargeable unless required because of our breach.
11. Completion and inspection
We will ask the customer to inspect the work on completion where reasonably possible. Minor matters that do not prevent normal use should be recorded and we will arrange an appropriate remedy.
Natural tolerances, discreet weld lines where technically necessary, slight variations in sheen, and movement caused by air pressure or temperature are not necessarily defects.
Payment must not be withheld in full because of a minor outstanding item. The customer may withhold a reasonable amount genuinely reflecting the item still to be completed.
12. Looking after the ceiling
Stretch ceilings are durable in normal use but can be punctured or cut by sharp tools, ladders, fittings or later building work.
Damage caused after installation by the customer, another contractor, accidental impact, misuse, unauthorised alteration or unsuitable cleaning is not covered by the guarantee.
Customers should contact us before allowing another contractor to remove, cut, heat or alter the membrane or profile. We will advise whether specialist access is required.
13. Swimming pools and humid rooms
The property owner remains responsible for maintaining suitable ventilation, heating, humidity control, water chemistry and building conditions.
Condensation, corrosion, mould or damage caused by inadequate environmental control, water leaks or chemical imbalance is not covered unless caused by our failure to exercise reasonable care and skill.
14. Our guarantees
The stretch ceiling membrane, perimeter profile and our installation workmanship are covered by the Stretcharama 15-year guarantee, subject to the separate Guarantee and Warranty terms.
Electrical components supplied by us are covered for two years, subject to the manufacturer’s terms and the exclusions in our Guarantee and Warranty document.
These guarantees are additional to, and do not replace, the customer’s statutory rights.
15. Love Your Ceiling Promise
If the customer does not love the completed ceiling, they must notify us in writing within 48 hours of completion and explain the concern.
We will inspect the installation and first try to resolve any genuine issue. If the ceiling matches the agreed specification, has not been damaged or altered, and we cannot resolve the concern to the customer’s reasonable satisfaction, we will arrange removal and refund the amount paid for the affected stretch ceiling installation.
The promise does not cover a change of mind about an approved colour, print, lighting design or specification; work supplied by others; consequential redecoration; or damage occurring after completion. It does not affect statutory rights.
16. Problems and complaints
Please contact info@stretcharama.co.uk as soon as possible, giving the project address, a clear description and photographs where helpful.
We will acknowledge the complaint promptly, investigate it fairly and explain the proposed resolution. The customer must give us a reasonable opportunity to inspect and, where appropriate, correct our work before arranging remedial work by another contractor.
Nothing in this section removes any legal right to seek another remedy where it would be unreasonable to require the customer to allow us to return.
17. Liability
We are responsible for foreseeable loss or damage caused by our breach of contract or failure to use reasonable care and skill. We are not responsible for loss that was not reasonably foreseeable when the contract was made.
We do not exclude or limit liability where it would be unlawful, including liability for death or personal injury caused by negligence, fraud, or breach of statutory consumer rights.
We are not responsible for business losses suffered by a residential customer, including loss of profit, business interruption or loss of business opportunity.
18. Photographs
We may take photographs for project records, technical support and warranty administration. We will obtain permission before using identifiable photographs for public marketing.
We will not publish a customer’s name, full address or other identifying information with project photographs without specific permission.
19. Personal information
We use personal information in accordance with our Privacy Policy.
20. General terms
If one part of these terms is found to be invalid or unenforceable, the remaining terms will continue to apply.
No person other than the customer and Stretcharama Ltd has a right to enforce the contract, except where the law provides otherwise.
These terms are governed by the law of England and Wales. A consumer may bring proceedings in the courts applicable to the part of the United Kingdom in which they live.
Model cancellation wording
To cancel where a statutory cancellation right applies, email info@stretcharama.co.uk and clearly state your name, installation address, order date and that you wish to cancel. You may use the wording below, but you do not have to:
To Stretcharama Ltd: I give notice that I cancel my contract for the following goods/services: [description]. Ordered on [date]. Name: [name]. Address: [address]. Date: [date].