Terms & Conditions

Agreement for the supply and installation of goods between The Good Veranda Company and its customers.

Last updated: 9 April 2026

1. Preliminary Provisions

1.1 Parties

This Agreement is formed between The Good Veranda Company (“the Contractor”, “we”, “us”) and the person or entity identified in the associated order documentation (“the Customer”, “you”).

1.2 Entire Agreement

These terms, together with the attached work schedule and survey notes, constitute the entire agreement between the Contractor and the Customer. By signing an order, paying a deposit, or otherwise confirming an order, the Customer confirms they have read, understood and accepted these terms in full.

1.3 Goods

“Goods” refers to all products, structures, materials and installation services supplied by the Contractor to the Customer’s property (“the Premises”).

1.4 Bespoke / Made-to-Order Status

All Goods supplied by the Contractor are bespoke and made to the Customer’s specifications. Each structure is individually manufactured to the dimensions, colour, roofing type, post configuration and other specifications agreed with the Customer and recorded in the order documentation. The Customer acknowledges and accepts that the Goods are not standard stock items and cannot be resold to another customer.

2. Project Specifications & Surveys

2.1 Site Survey

A site survey will be carried out before manufacturing begins, unless the Customer agrees otherwise in writing. The purpose of the survey is to confirm measurements, assess installation feasibility, and verify that the agreed specification can be delivered at the Customer’s property.

If the survey reveals a technical issue that makes installation impossible or unsafe, the Contractor will notify the Customer within seven (7) days of the survey, cancel the Agreement, and refund all monies paid.

2.2 Customer Validation of Specifications

The Customer is responsible for verifying that all details recorded in the survey notes and order confirmation are accurate before manufacturing commences. Once manufacturing has begun, changes to the specification may not be possible, and any changes that are possible may incur additional costs.

2.3 Amendments

Any request to alter specifications must be submitted in writing to info@thegoodverandacompany.co.uk within seven (7) days of paying the initial deposit, or before manufacturing begins — whichever is sooner. The Contractor reserves the right to reject amendments that are not feasible or that would require substantial re-engineering.

3. Financial Terms

3.1 Payment Schedule

The Customer agrees to the following payment structure:

• Stage 1 — 50% of the total contract value is due immediately upon placing the order. This payment funds the manufacturing of the bespoke Goods.
• Stage 2 — 40% of the total contract value is due when the Goods arrive at the Contractor’s warehouse, prior to installation.
• Stage 3 — 10% of the total contract value is due upon completion of installation.

3.2 Disputes & Retentions

In the unlikely event of a minor defect or dispute at the point of final payment, the Customer is not permitted to withhold the full final balance. A reasonable retention of up to £500 may be held pending resolution of the issue; all other funds must be cleared as normal.

3.3 Overdue Accounts

Ownership of the Goods remains with the Contractor until the full contract balance has been paid. Late payments will incur interest at a rate of 2.5% above the Bank of England base rate, accruing daily from the due date until the outstanding balance is paid in full.

3.4 All Prices Include VAT and Installation

Unless explicitly stated otherwise, all prices quoted by the Contractor include standard installation and VAT at the prevailing rate.

4. Cancellation

4.1 No Right to Cancel Bespoke Orders

Once the Customer has placed an order and paid the Stage 1 deposit, the Contractor begins the process of manufacturing the bespoke structure. From that point onwards, the Customer does not have a right to cancel the order.

4.2 If the Customer Decides Not to Proceed

If the Customer wishes to not proceed with an order after manufacturing has begun, the Customer remains liable for the full contract value because the Goods have been specifically manufactured for their order and cannot be resold.

Before placing an order, the Customer is encouraged to take as much time as they need to review the specification, ask questions, and confirm that the Goods are right for their property. The Contractor does not use high-pressure sales tactics and will never rush a Customer into ordering before they are ready.

4.3 Cancellation by the Contractor

The Contractor reserves the right to cancel an order and refund all monies paid if:

• The site survey reveals that installation is not feasible or safe (see clause 2.1).
• The Customer’s chosen specification cannot be manufactured or installed for reasons outside the Contractor’s control.
• The Customer materially breaches these terms.

5. Site Conditions & Installation

5.1 Scheduling

The Contractor will provide the Customer with an installation date with at least three (3) days’ notice.

5.2 Force Majeure

The Contractor is not liable for delays caused by events outside its reasonable control, including but not limited to: extreme weather, industrial action, civil unrest, pandemics, supply chain disruptions, or acts of God.

5.3 Customer Obligations

The Customer is responsible for ensuring:

• Site readiness: The site must be safe, clear of other trades and obstructions, and accessible to the installation team on the agreed installation date.
• Groundworks (where applicable): If the Customer is responsible for preparing the base or groundworks, these must be complete, level and adequate for installation. If the Contractor’s installation team arrives to find the groundworks are inadequate, a penalty fee of £1,000 + VAT will be charged to cover wasted time and resources.
• Electrical work: Any mains electrical connections (for patio heaters, LED lighting, etc.) must be carried out by a qualified electrician engaged by the Customer. The Contractor’s installation technicians are not permitted to carry out mains electrical work.

6. Warranties & Liability

6.1 Product Warranties

Warranties on the structure itself are provided by the manufacturer and vary by product range:

• British-made structures (Haven, Pavilion, Vista, Harbour): 10-year manufacturer’s warranty on the structural framework.
• Dutch-made structures (Bolthole, Sanctuary, Horizon, Portico): 5-year manufacturer’s warranty on the structural framework.

The specific warranty period for each product is clearly displayed on the relevant product page on this website.

6.2 Installation Warranty

The Contractor provides a 1-year installation warranty covering workmanship defects arising from the installation itself. This is in addition to the manufacturer’s product warranty.

6.3 Accessories

Motors, lights, blinds, heaters and other accessories are covered by the respective manufacturer’s own warranty, typically 5 years. Full warranty documentation will be provided with the installed Goods.

6.4 Powder Coating

Powder coating is warranted against corrosion and significant fading in line with the manufacturer’s published terms. Our British-made structures (Haven, Pavilion, Vista, Harbour) use Marine Grade powder coating as standard, which carries an extended warranty from the manufacturer. Dutch-made structures carry the Deponti standard coating warranty. The specific powder coating warranty period applicable to your product will be confirmed on your order documentation. Installations within 500 metres of a saltwater high tide line may be subject to additional conditions.

6.5 Limitations

• Glass: No warranty covers glass breakage or damage occurring after installation, unless the damage is the result of a demonstrable manufacturing defect.
• Weather resistance: While products are tested for wind and rain, they are not hermetically sealed. Water ingress caused by extreme weather, condensation, or porous adjoining walls is not considered a defect.
• Call-out charges: If a technician attends the site in response to a warranty claim and finds no defect, a reasonable call-out charge of £500 + VAT will be levied.
• Notification: All warranty claims must be reported to the Contractor in writing within seven (7) days of discovery of the issue.

6.6 Statutory Rights

Nothing in these terms affects the Customer’s statutory rights under the Consumer Rights Act 2015 or any other applicable consumer protection legislation.

7. Regulatory & General

7.1 Planning Permission

It is the sole responsibility of the Customer to determine whether planning permission is required for their installation. The Contractor accepts no liability for installations carried out without the necessary permissions. In most cases, modern aluminium verandas, garden rooms and carports fall under Permitted Development Rights, but this should always be confirmed with the local planning authority where there is any doubt. See our planning permission guide for general information.

7.2 Colour Fidelity

The Contractor uses RAL codes for colour matching. The Customer acknowledges that exact colour matches with third-party products (e.g. window frames from other manufacturers) cannot be guaranteed due to natural variation between batches, coatings and manufacturers.

7.3 Title

The Customer is prohibited from selling, transferring, assigning or otherwise disposing of the Goods to any third party until full title has passed — that is, until the final balance has been paid in full.

7.4 Governing Law

This Agreement is governed by the laws of England and Wales. Any disputes arising from or in connection with this Agreement shall be subject to the exclusive jurisdiction of the courts of England and Wales.

7.5 Severability

If any provision of these terms is found to be invalid, illegal or unenforceable, the remaining provisions shall remain in full force and effect.

8. Contact

If you have any questions about these terms, please contact us:

• Email: info@thegoodverandacompany.co.uk
• Phone: 0800 654 6964
• Post: The Good Veranda Company, 4th Floor, 14 Museum Place, Cardiff, CF10 3BH