Last updated: 9 September 2026
These Terms & Conditions set out the basis on which Luxury Property Maintenance provides property maintenance, servicing, repair and related services to customers.
By requesting a quotation, making a booking or instructing Luxury Property Maintenance to carry out work, you agree to these Terms & Conditions together with any specific quotation, estimate, work order or other written agreement provided to you.
Please read these Terms & Conditions carefully before instructing us to carry out work.
Luxury Property Maintenance is a London-based property maintenance company providing professional maintenance, servicing, repair and engineering services for residential and high-specification properties.
Our services include, but are not limited to:
Our contact details are:
Luxury Property Maintenance
205 Tooley Street
London
SE1 2JX
Telephone: 020 3633 4783
Email: enquiries@luxurypropertymaintenance.co.uk
In these Terms & Conditions:
“We”, “us” or “our” means Luxury Property Maintenance.
“You” or “your” means the person, company, landlord, property manager or other customer instructing us to provide services.
“Services” means the maintenance, inspection, servicing, repair, installation or other services we agree to provide.
“Property” means the premises or location at which the Services are to be carried out.
“Quotation” means a written quotation or estimate provided by us for specified Services.
“Engineer” means an employee or authorised representative carrying out Services on our behalf.
We provide professional property maintenance and engineering services across London and surrounding areas.
The precise scope of Services will depend on your requirements and will normally be set out in a quotation, booking confirmation, work order or other written communication.
Our engineers may carry out routine inspections and servicing as well as reactive call-outs.
The Services available may include those listed on our website, together with other related property maintenance services that we agree to provide.
Where appropriate, we will provide a quotation or estimate before carrying out work.
Unless expressly stated otherwise, a quotation is based on the information available to us at the time it is prepared.
A quotation may need to be revised where:
Where additional work is identified, we will normally explain the issue and obtain your approval before proceeding where reasonably practicable.
In an emergency, or where immediate action is reasonably necessary to protect people or property, we may need to take proportionate steps before obtaining further approval.
Where we provide an estimate rather than a fixed quotation, the final cost may vary depending on the work required.
We will endeavour to keep you informed where it becomes apparent that the cost is likely to differ materially from the original estimate.
Nothing in these Terms & Conditions removes your statutory rights regarding pricing or the provision of services.
When you make a booking, you agree to provide accurate information about:
Appointment times are agreed in good faith and we will make reasonable efforts to attend within the agreed or estimated time period.
Appointment times may be affected by:
If we need to change an appointment, we will endeavour to contact you as soon as reasonably practicable.
You are responsible for ensuring that we have reasonable and safe access to the Property and to the equipment or areas relevant to the Services.
Where access is arranged through a landlord, property manager, concierge, managing agent or other third party, you remain responsible for ensuring that the necessary arrangements have been made.
If our engineer cannot gain reasonable access because of circumstances within your control, this may result in the appointment having to be rearranged and reasonable additional costs may apply where appropriate.
We will not enter areas where doing so would be unsafe or where we do not have appropriate permission.
You should tell us about any known hazards, defects or unusual conditions at the Property that may affect the Services.
This may include:
We may refuse or suspend work where we reasonably believe that the working environment presents an unacceptable health and safety risk.
We may provide reactive and emergency property maintenance services.
Emergency contact is available 24 hours a day for urgent property maintenance requirements.
The availability of an emergency contact does not necessarily mean that an engineer can attend immediately or that every issue can be resolved during the initial visit.
Where an immediate repair is not possible, we may make the system safe where reasonably practicable and recommend further work.
Where there is an immediate danger to life, health or property, you should contact the appropriate emergency service before contacting us.
Gas-related work will only be undertaken by appropriately qualified and registered engineers where registration is legally required.
Luxury Property Maintenance is proud to be a member of the Gas Safe Register.
Gas appliances and installations may require inspection, testing, servicing or certification depending on the nature of the work.
Where we identify a gas safety issue, we may need to take appropriate action to protect people and property and may be unable to continue work until the issue has been addressed.
Where parts or materials are required to complete the Services, we may supply and install those parts or materials as agreed.
The availability of specific parts may affect the time required to complete a repair.
Where a particular manufacturer, model or part has been requested by you, we will endeavour to source it where reasonably practicable.
If a requested part is unavailable, obsolete or unsuitable, we may recommend an alternative solution.
Parts and materials supplied as part of the Services will be charged in accordance with the applicable quotation, estimate or agreed pricing.
Where replacement parts are supplied, any applicable manufacturer's warranty will apply subject to the manufacturer's terms.
A manufacturer's warranty does not necessarily cover:
Where a manufacturer's warranty applies, we will provide reasonable assistance in dealing with the manufacturer where appropriate.
We may be asked to work on existing equipment or systems installed by another contractor.
We cannot guarantee the condition, design, installation or compatibility of existing equipment that we did not install.
If we identify defects, unsafe conditions, poor installation or other issues with an existing system, we will explain the issue where reasonably practicable.
Additional work may be required before the requested Services can safely or effectively be completed.
Routine maintenance and servicing can help identify potential problems but cannot guarantee that equipment will not subsequently fail.
Equipment remains subject to normal wear and tear, age, usage and other factors.
A service or maintenance visit does not constitute a guarantee that a system will remain operational for any particular period.
Where we identify an issue during a maintenance visit, we will explain the issue and, where appropriate, recommend further work.
You agree to:
You should not attempt to repair, alter or interfere with equipment while our engineers are carrying out work unless specifically instructed to do so.
If additional work is required beyond the agreed scope, we will normally explain the reason for the additional work and provide an updated price where reasonably practicable.
We will seek your approval before undertaking additional chargeable work wherever reasonably practicable.
Where urgent action is reasonably necessary to protect health, safety or property, we may carry out proportionate emergency work without prior written approval where obtaining approval is not reasonably possible.
Payment terms will be stated in the relevant quotation, invoice or other agreement.
Unless otherwise agreed, payment is due in accordance with the payment terms stated on our invoice.
You are responsible for ensuring that payment is made by the agreed due date.
Where payment is not made when due, we may suspend further non-emergency Services until the account is brought up to date, subject to your statutory rights and any specific contractual arrangements.
For business customers, we reserve the right to charge interest or recover reasonable costs where permitted by applicable law.
Where a deposit or advance payment is required, this will be communicated before the payment is requested.
Any deposit or advance payment will be applied in accordance with the agreed quotation or contract.
If you cancel, the amount we may retain or charge will depend on the circumstances and applicable law. We will not rely on a cancellation charge that is disproportionate to our legitimate loss.
UK consumer guidance states that cancellation charges and retained deposits need to be fair and should generally reflect the business's actual direct loss rather than operate as a penalty.
If you need to cancel or rearrange an appointment, please contact us as soon as possible.
Where cancellation occurs before work has commenced, any charge will depend on the circumstances, the agreed contract and applicable law.
We will take reasonable steps to minimise any loss arising from a cancellation.
Nothing in these Terms & Conditions limits any cancellation rights you have under applicable consumer law.
If you are a consumer and enter into a contract with us at a distance, such as online or by telephone, or away from our business premises, you may have a statutory right to cancel within the applicable cancellation period.
The cancellation period and exceptions depend on the circumstances and the type of service being provided.
If you ask us to begin Services during a statutory cancellation period, we may require your express request before beginning the Services.
Where permitted by law, if you ask us to start the Services during the cancellation period and subsequently cancel, you may be required to pay a proportionate amount for Services supplied up to the point of cancellation.
Where a service is fully completed during the cancellation period following your express request and acknowledgement of the applicable legal consequences, your statutory cancellation right may end where the law permits.
We will provide any cancellation information required by applicable consumer law.
We may need to cancel or suspend Services where:
Where we cancel Services and you have paid in advance for Services that we will not provide, we will deal with any refund in accordance with the applicable contract and law.
We will not use this provision to avoid our legal responsibilities to you.
Once the agreed Services have been completed, we may provide you with an invoice, service report or other documentation where appropriate.
You should inspect the completed work where reasonably practicable and notify us promptly if you believe that the Services have not been completed in accordance with the agreement.
Nothing in this clause limits your statutory rights.
If you experience a problem relating to work we have carried out, please contact us as soon as reasonably practicable.
We will investigate the issue where appropriate.
Where the issue results from our workmanship or a failure to provide the agreed Services with reasonable care and skill, we will consider the appropriate remedy in accordance with your legal rights and the circumstances.
Where a subsequent problem is unrelated to our work, results from another component or is caused by circumstances outside our responsibility, additional charges may apply.
Maintenance and servicing are preventative measures and cannot guarantee that equipment will not subsequently fail.
This is particularly relevant to boilers, heating systems, pumps, HIUs, UFH systems, FCUs, MVHR units, plumbing systems and other mechanical equipment.
The age, condition, design, installation and usage of equipment can all affect its future performance.
Nothing in these Terms & Conditions excludes or restricts any liability that cannot lawfully be excluded or restricted.
In particular, nothing in these Terms & Conditions excludes or limits liability for:
For consumers, services supplied by a trader are subject to statutory rights, including the requirement that services are performed with reasonable care and skill.
We will take reasonable care when working at your Property.
If you believe that our engineer has caused damage to your property, please notify us as soon as reasonably practicable and provide details of the alleged damage.
We will investigate legitimate claims and, where appropriate, arrange a suitable remedy in accordance with our legal obligations and applicable insurance arrangements.
We are not responsible for pre-existing damage, deterioration, defects or damage caused by circumstances outside our reasonable control.
Subject to the provisions above, we will not be responsible for losses that:
For business customers, liability may be subject to additional terms agreed in the relevant quotation or contract.
Nothing in this clause is intended to deprive a consumer of rights they have under applicable law.
Where you are acting in the course of a business, additional limitations of liability may apply where expressly agreed in writing.
These may include limitations relating to indirect or consequential loss, loss of profit, loss of revenue or business interruption, subject always to applicable law.
No limitation will apply where it would be unlawful to exclude or restrict liability.
Our engineers may need to take photographs of equipment, components or completed work for purposes including:
We will endeavour to avoid capturing unnecessary personal information or private areas of the Property.
Any personal information contained in photographs or reports will be handled in accordance with our Privacy Policy and applicable data protection law.
We process personal information in accordance with our Privacy Policy.
Our Privacy Policy explains what information we collect, why we collect it, how we use it, how long we retain it and the rights available to you.
By using our website or providing information to us, you acknowledge that your information will be handled in accordance with our Privacy Policy and applicable data protection law.
We endeavour to ensure that information published on our website is accurate and up to date.
However, website content is provided for general information and may be updated or changed without notice.
Information on the website does not form part of a quotation or contract unless specifically incorporated into that agreement.
Where our Services involve equipment manufactured by a third party, we are not responsible for defects arising solely from the manufacturer's product or design.
Any applicable manufacturer's warranty will remain subject to the manufacturer's terms.
We may liaise with manufacturers or suppliers where appropriate to assist with fault diagnosis, parts and warranty matters.
We will not be responsible for delay or failure to perform our obligations where the delay or failure results from circumstances beyond our reasonable control.
Such circumstances may include:
Where such circumstances occur, we will take reasonable steps to minimise the effect on you and resume the Services as soon as reasonably practicable.
We aim to provide a professional and reliable service.
If you are dissatisfied with our Services, please contact us as soon as possible so that we can investigate the issue.
You can contact us by:
Email: enquiries@luxurypropertymaintenance.co.uk
Telephone: 020 3633 4783
Post: Luxury Property Maintenance, 205 Tooley Street, London SE1 2JX
Please provide details of the work, the nature of your complaint and any relevant supporting information.
We will review the complaint and aim to respond appropriately.
Nothing in these Terms & Conditions affects your statutory rights as a consumer.
Consumer contracts must be fair and transparent, and businesses cannot rely on terms that unlawfully remove or restrict statutory rights.
Where there is a conflict between these Terms & Conditions and a mandatory legal right, the legal right will apply.
Where you are acting on behalf of a company, landlord, property management company or other business, these Terms & Conditions will apply unless alternative written terms have been agreed.
Additional commercial terms may be included in a quotation, service agreement, maintenance contract or other written agreement.
Where you are acting in the course of a business, you confirm that you have authority to instruct us and enter into the relevant agreement.
Luxury Property Maintenance aims to provide Services through its own trained engineering team.
Where we need to engage a specialist third party or other contractor to perform a particular part of the Services, we will do so where reasonably appropriate and will remain responsible for our contractual obligations to you, subject to the agreed terms.
Any legally required qualifications or registrations will be maintained for the relevant work.
Unless otherwise agreed, all copyright and intellectual property rights in reports, documents, photographs, quotations and other materials produced by us remain our property or the property of the relevant rights holder.
You may use documents supplied to you for the purpose for which they were provided.
You must not reproduce or commercially exploit our materials without our written permission, except where permitted by law.
We may update these Terms & Conditions from time to time.
The version applicable to your Services will normally be the version in force when the relevant contract is entered into, unless we agree otherwise with you.
Any material changes to an existing contract will be communicated and agreed where required.
If any provision of these Terms & Conditions is found to be unlawful, invalid or unenforceable, that provision will be treated as removed or modified to the minimum extent necessary.
The remaining provisions will continue to apply.
If we do not immediately enforce a provision of these Terms & Conditions, this does not mean that we have waived our right to enforce that provision later.
The contract between you and us will consist of these Terms & Conditions together with any applicable quotation, estimate, service agreement, work order or other written terms specifically agreed between us.
Where there is an inconsistency, the specific written agreement relating to the Services will take precedence to the extent of the inconsistency.
Nothing in these Terms & Conditions excludes information or representations that cannot lawfully be excluded.
These Terms & Conditions and any contract between you and Luxury Property Maintenance are governed by the laws of England and Wales.
If you are a consumer, you will retain the benefit of any mandatory consumer protection rights applicable in your circumstances.
Subject to any mandatory consumer rights, the courts of England and Wales will have jurisdiction over disputes arising from these Terms & Conditions or our Services.
Where you are a consumer, you may also have the right to bring proceedings in the courts of the part of the UK in which you live, where applicable.
If you have any questions about these Terms & Conditions, our Services or an existing booking, please contact us.
Luxury Property Maintenance
205 Tooley Street
London
SE1 2JX
Telephone: 020 3633 4783
Email: enquiries@luxurypropertymaintenance.co.uk
Professional property maintenance across London.