Terms

1.0 DEFINITIONS
“Buyer” means the person or company placing the Order with the Seller.
“The Seller” means Bristol WindowCo, a trading name of Caddy Windows Limited, registered in England and Wales No. 04404519.
“Order” means the instruction placed by the Buyer to the Seller for the supply of goods and/or services and any subsequent Variation.
“Goods” means the frames, glass, parts and components as described in the Order.
“Services” means survey, delivery and installation as described in the Order.
“Installation” means fitting the goods and completing the necessary making good.
“Commencement” means the Seller starting the works as described in the Order.
“Lead Time” means the provisional dates provided by the Seller for delivery, commencement, installation or completion.
“Making Good” means the process of finishing off the installation of the windows and doors internally and externally, usually around the immediate perimeter.
“Working Day” means any day except Saturday, Sunday or public holiday between the hours of 8am to 4pm.
“Variation” means any variation, addition or amendment to an existing Order as evidenced in writing and agreed by both the Seller and the Buyer.
“Completion” means when practical completion of the Order is achieved, excluding minor defects or items covered under guarantee that can be rectified at a later date.

2.0 GENERAL
2.1 Any Order, whether following a quotation, tender or otherwise, shall incorporate these Terms and Conditions of Sale. The Seller shall not be bound by any modification or addition except as expressly agreed in writing by The Seller.
2.2 The Seller reserves the right, at its discretion, to adjust any glass, part, or component specification where necessary to comply with Building Regulations, FENSA, British Standards, or to maintain product performance, safety, visual uniformity, or continuity of supply, without this constituting a Variation.
2.3 All drawings and designs are viewed from outside the property and are illustrative only. Colours and appearances may differ from those shown in drawings, quotations, the website, social media, or other literature. The final specification may vary where required to comply with regulations, manufacturing tolerances, or for aesthetic or technical consistency. Any amendments identified during survey or prior to manufacture that are necessary for compliance, safety, or performance will be incorporated into the Order without requiring separate approval.
2.4 If the specification or drawings are supplied by the Buyer, the goods will be manufactured in accordance with the details provided. The Seller shall not be responsible for checking the accuracy of such specifications. The Buyer shall indemnify The Seller against any losses arising from incorrect or incomplete instructions.
2.5 Once the Buyer accepts the specification and/or drawings provided by The Seller, any further change requested shall constitute a Variation.
2.6 The Buyer agrees that The Seller may use cameras on site for survey, quality, or marketing purposes.
2.7 The Buyer warrants authority to place the Order and accepts responsibility for obtaining any necessary consents (planning, building regulations, or conservation). The Seller accepts no liability for the Buyer’s failure to obtain such approvals.
2.8 Nothing in these Terms affects the Buyer’s statutory rights under the Consumer Rights Act 2015.
2.9 The Seller may amend these Terms and Conditions at any time without prior notice. The version published on the Seller’s official website at the time an Order is accepted shall be the definitive and binding version for that Order. The Seller reserves the right, at its discretion, to apply updated Terms to any unconfirmed quotation or future Order not yet accepted. No previous, printed, verbal, or outdated versions shall have any effect.
2.10 The Seller’s Quotation Glossary forms part of these Terms and Conditions and applies to all Orders where referenced. Each definition within the Quotation Glossary describes the extent of the Seller’s obligations for that specific item. Where any discrepancy arises between the Quotation Glossary and these Terms, the interpretation most favourable to the Seller shall prevail.

3.0 QUOTATIONS
3.1 Any quotation provided by The Seller is subject to detailed survey and is valid for 30 days unless otherwise specified.
3.2 Unless expressly stated otherwise in writing, all building, structural, scaffolding, and other associated trades or works are excluded from the Seller’s quotation. Such works must be arranged and paid for directly by the Buyer.

4.0 DELIVERY, COMMENCEMENT & COMPLETION
4.1 Any lead time or date named by The Seller is given in good faith and intended as an estimate only. The Seller shall not be liable for any loss or damage arising from delays in delivery, commencement, installation, or completion, provided reasonable care and skill has been exercised.
4.2 The Buyer must remove or protect fixtures and fittings near the work area before installation. Removal or reinstatement of such items, including curtain rails and blinds, is excluded. If The Seller removes these to enable work, this is done at the Buyer’s risk.
4.3 The Seller may, at its discretion, accommodate requests to postpone an agreed installation date. Where the reserved slot cannot be filled, a postponed installation charge of £200 per booked installation day will apply.
4.4 If materials are held following a postponement, a storage fee of £25 per week will apply until installation commences. A new date will be offered based on the next available slot, and all charges must be paid in full before confirmation.
4.5 If the Buyer chooses to store the goods, The Seller may release them once all balances and charges are paid. A delivery fee will apply where delivery is requested, and liability transfers to the Buyer upon collection or delivery.

5.0 ACCESS & CONDITION
5.1 Where installation is included, The Seller requires consecutive working-day access to complete the works. If access or ability to work is denied after commencement for any reason, The Seller reserves the right to invoice for reasonable costs, time lost, or the full balance for work completed to date.
5.2 The Seller shall not be liable for damage to surrounding finishes, plaster, tiles, flooring, or decorations reasonably incidental to the removal or installation of the goods, provided reasonable care and skill have been exercised. This includes, without limitation, tiled surfaces, splashbacks, or other finishes directly adjoining the frames.
5.3 The Seller accepts no responsibility for any cracking, displacement, or collapse of surrounding brickwork, heads, or openings, or for any similar issues arising from the condition of the property, concealed defects, or the removal of existing frames or supports. Any associated remedial work required shall remain the responsibility of the Buyer.
5.4 The Seller shall not be liable for any post-installation cracking or movement arising from building settlement, thermal expansion, or environmental conditions.

6.0 SCOPE OF MAKING GOOD
Where installation of the goods is included within the order:
6.1 Painting, redecorating, wallpapering, and any colour matching to existing finishes are excluded. The Seller makes no guarantee or undertaking that new materials will visually match existing finishes.
6.2 Making good to the immediate proximity of internal plaster reveals within 10cm, where possible, using appropriate building materials such as plaster, plastic trims, and sealant, as deemed necessary at the discretion of The Seller. The Seller reserves the right to use whichever style, size, and colour are deemed most appropriate unless specified otherwise and detailed within the Order.
6.3 Making good to the immediate proximity of external reveals within 10cm, where possible, using appropriate building materials such as render, plastic trims, and sealant, as deemed necessary at the discretion of The Seller. The Seller reserves the right to use whichever style, size, and colour are deemed most appropriate unless specified otherwise and detailed within the Order. Specialist render types, including K Rend, Silicone Render, Monocouche, or similar systems, are excluded from this scope and remain the Buyer’s responsibility.
6.4 Any new building materials applied by The Seller may differ in look, texture, or colour from existing materials, particularly where old meets new. Colour and texture matching are not guaranteed.
6.5 If internal timber architrave or timber window boards are agreed within the Order, The Seller reserves the right to select whichever size and style are deemed most appropriate during installation, such as decorative or flat architrave and internal bullnose timber window boards, unless specified otherwise and detailed within the Order.
6.6 The Seller accepts no liability for any making good, repair, or reinstatement beyond this scope, including any works required to specialist finishes or surrounding structures. Any additional works requested by the Buyer shall be treated as a Variation and priced accordingly.
6.7 For the avoidance of doubt, any items not expressly specified within the Order are excluded. This includes, but is not limited to, decorating, tiling, replacement skirting, replacement window boards, and the removal, adjustment, or re-fitting of fixtures and fittings such as curtains, blinds, cables, alarm contacts, doorbells, gas pipes, and cladding.

7.0 INSPECTION
7.1 The Buyer shall inspect the Goods immediately upon delivery or installation and shall notify The Seller in writing within 48 hours of any visible defects, damages, shortages, or installation concerns apparent at the time of completion.
7.2 The Seller shall have no liability for any claim relating to visible or delivery-related issues that is not reported within this period. Any such claim received after 48 hours will be deemed invalid.
7.3 Failure by the Buyer to inspect and report within this period shall constitute acceptance that the Goods and installation are satisfactory in all visible respects.
7.4 This clause does not affect the Buyer’s statutory rights in respect of hidden or latent defects which could not reasonably have been identified at the time of installation.
7.5 Site observations and product assessments will be carried out in accordance with the standards of the Glass and Glazing Federation (GGF), relevant British Standards, or The Seller’s own quality guidelines where applicable.

8.0 PAYMENT TERMS | RETAIL BUYERS
8.1 The Buyer must pay in full prior to delivery or installation unless alternative payment terms have been agreed in writing by The Seller.
8.2 Final balances are due on completion or sign-off by The Seller, unless the installation is taking place in agreed phases, in which case the Buyer must release payment for work completed to date on each occasion. Completion shall not be delayed or withheld unreasonably by the Buyer.
8.3 All goods remain the property of The Seller until payment in full is received.

9.0 PAYMENT TERMS | ACCOUNT TERMS
9.1 When goods are ready for collection or delivery, or at monthly intervals, or on completion of works, The Seller will raise and deliver an invoice to the Buyer in proportion to the quotation sum, or as soon as possible thereafter. This invoice must be paid immediately unless pre-agreed payment terms have been authorised in writing, up to a maximum of 30 days from the invoice date.
9.2 Interest will be charged on overdue balances under the Late Payment of Commercial Debts (Interest) Act 1998, calculated on a daily basis from the first Working Day after payment becomes due.
9.3 The Seller reserves the right to recover all costs and expenses incurred in collecting overdue amounts or otherwise enforcing its rights under these Terms, including all reasonable legal, administrative, enforcement and tracing costs, on a full indemnity basis.

10.0 FENSA
Where installation of the goods is included within the order:
10.1 If applicable, The Seller will register the installation with FENSA shortly after the completion date. Certification and guarantee documentation will be forwarded to the Buyer and the Buyer accepts that this process can take up to 8 weeks from the completion date; during this period, the Buyer agrees that they will not withhold remittance to the Seller pending documentation.
10.2 FENSA covers the replacement of external windows, doors, roof windows and roof lights against the relevant Building Regulations in domestic properties on the original footprint of the property where the use or size of rooms have not been altered.
10.3 FENSA does not cover contractual issues, issues outside of Building Regulations, compensation claims, cosmetic issues, new builds, extensions, conservatories, conversions of any type e.g. flat to houses (and vice-versa), commercial premises, planning issues, guarantee issues, listed buildings, external porch areas, detached garages & sheds, caravans & mobile homes, repair work, domestic properties on secure Ministry of Defence sites.
10.4 Any documentation, including but not limited to the FENSA Certificate, can be withheld until full payment has been received. The Seller shall not be liable for any delay or consequences arising from FENSA’s processing times, administrative procedures, or decisions.

11.0 PRODUCT GUARANTEE & AFTERCARE
11.1 Product guarantees are provided separately and governed by the Seller’s published Guarantee Terms & Conditions, available at www.caddywindows.co.uk/guarantee.
11.2 Unless expressly stated otherwise, the guarantee covers parts only and excludes labour, attendance, access, making good, or consequential loss. Condensation on internal or external glass surfaces is not covered, as it results from environmental or atmospheric conditions rather than product failure.
11.3 Guarantee cover is suspended or void if payment remains outstanding, access is refused, or the Seller is prevented from completing or returning to rectify works.
11.4 This clause relates solely to the Seller’s voluntary product guarantee and does not affect the Buyer’s statutory rights under the Consumer Rights Act 2015.

12.0 DISPUTE RESOLUTION
12.1 If the Buyer is unsatisfied with the goods or installation, the Buyer must give The Seller the opportunity to investigate and attempt to rectify or resolve the problem in accordance with The Seller’s Customer Complaints Policy before escalating the complaint to FENSA, The Glazing Arbitration Scheme (TGAS), Alternative Dispute Resolution (ADR), or legal proceedings.
12.2 For all non-Building Regulations related complaints, The Seller must have the opportunity to investigate and attempt to rectify or resolve the problem in accordance with The Seller’s Customer Complaints Policy before escalation to TGAS, provided the complaint has remained unresolved for 56 days or more. The Buyer will be required to contribute towards the cost as specified by TGAS. TGAS Arbitrators conduct impartial reviews of disputes between TGAS traders and their customers, and their decisions are final and legally binding on both parties.
12.3 For all Building Regulations related complaints, after investigation, if the Buyer does not agree with The Seller’s final response that the works have been carried out as per the Order and in compliance with Building Regulations, the Buyer may escalate the complaint to FENSA within 5 working days at the Buyer’s expense. The Buyer must inform The Seller of the date and time of the FENSA inspection and allow The Seller to attend. If the FENSA-appointed inspector confirms the works comply, the Buyer agrees to immediately settle any outstanding balance, including any interest accrued. If FENSA agrees with the Buyer, The Buyer must provide The Seller with access to rectify the issue.
12.4 If FENSA requests remedial work following an inspection, The Seller will arrange this at no cost to the Buyer. If access is refused or not provided within a reasonable time, The Seller shall be discharged from all further obligations, and the works shall be deemed accepted in full.

13.0 CANCELLATION RIGHTS
13.1 Under the Consumer Contracts Regulations 2013, the goods supplied by The Seller are defined as bespoke and made to the Buyer’s specifications. Accordingly, the Buyer has no automatic statutory right to cancel the Order, return the goods, or seek a refund under the 14-day cooling-off period.
13.2 If The Seller, at its sole discretion, agrees to allow the cancellation of an Order before manufacture has commenced, the Buyer shall be liable for a pre-estimated cancellation charge reflecting administrative time, design review, scheduling, and costs incurred up to the date of cancellation:
(a) 10% of the total Order Value if the cancellation is received within 48 hours of the order being placed by the Buyer.
(b) 20% of the total Order Value if the cancellation is received after 48 hours but before manufacturing or material ordering has commenced.
13.3 Once manufacturing has commenced, materials have been ordered, or fabrication has been scheduled, the full Order Value is payable and no refund or cancellation will be accepted.
13.4 All cancellations must be formally requested in writing by the Buyer and agreed in writing by The Seller.

14.0 DEFAULT, NON-PAYMENT & INSOLVENCY
14.1 If the Buyer fails to pay any sum due, becomes insolvent, or commits a material breach, all sums outstanding become immediately payable. The Seller may:
(a) Require advance payment before further deliveries.
(b) Suspend or cancel further work.
(c) Recover costs incurred in enforcing payment, including legal and tracing costs.
14.2 Title to goods remains with The Seller until payment is received in full. The Seller may repossess unpaid goods and enter premises where they are held.
14.3 Where payment is overdue, The Seller may suspend further deliveries, installations, or services until payment is received in full. Suspension under this clause shall not constitute a breach of contract by The Seller.

15.0 FORCE MAJEURE
15.1 The Seller shall not be liable for any delay or failure in performing its obligations caused by events beyond its reasonable control, including but not limited to acts of God, fire, flood, storm, pandemic, war, terrorism, civil unrest, industrial action, transport or supply chain disruption, power failure, or government restriction. In such circumstances, the Seller may cancel, postpone, or reschedule all or part of the Contract without liability or obligation to refund payments already received for goods or work undertaken.

16.0 TITLE
16.1 Title to the Goods, including legal and beneficial ownership, shall remain with The Seller until full payment of all sums due under the Contract has been received in cleared funds. Until such time, The Buyer shall hold the Goods as bailee and shall keep them in good condition, properly stored and insured, and shall not sell, transfer, install, or otherwise dispose of them. If the Buyer fails to make payment in full, The Seller reserves the right to recover or resell the Goods and to enter the Buyer’s premises, or any premises where the Goods are located, for the purposes of repossession. This clause shall survive termination of the Contract.

17.0 PRIVACY
17.1 The Seller takes data protection seriously. All personal data is collected, processed, and stored in accordance with applicable data protection laws, including the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. The Seller shall only use the Buyer’s data for the purpose of fulfilling the contract, providing related services, and for marketing where consent has been obtained. Reasonable technical and organisational measures will be taken to protect personal data; however, The Seller accepts no liability for any loss or unauthorised access unless caused by The Seller’s proven negligence. The Seller’s full Privacy Policy is available upon request and on The Seller’s website.

18.0 LIMITATION OF LIABILITY
18.1 Nothing in these Terms and Conditions shall limit or exclude The Seller’s liability for death or personal injury caused by its negligence, fraud or fraudulent misrepresentation, or any matter for which it would be unlawful to exclude or restrict liability.
18.2 Subject to clause 18.1, The Seller’s total liability to the Buyer in respect of any individual defective Goods or Services shall be limited to the amount actually paid by the Buyer for those specific Goods or Services. Under no circumstances shall The Seller’s total liability in respect of any claim exceed the price paid for the item to which the claim relates.
18.3 The Seller shall not be liable for any indirect, special or consequential loss, including any claim for compensation, or for loss of profit, revenue, business, opportunity, goodwill, or anticipated savings, whether arising in contract, tort (including negligence) or otherwise.
18.4 The Seller shall not be liable for any delay, defect or failure caused by the Buyer’s actions or omissions, the acts of third parties, or events outside The Seller’s reasonable control.
18.5 The Seller shall not be liable for perceived noise, vibration, or air movement where products have been installed in accordance with manufacturing and regulatory requirements.
18.6 This clause does not affect the Buyer’s statutory rights under the Consumer Rights Act 2015, where applicable.

19.0 APPLICABLE LAW
19.1 These Terms and any Contract shall be governed by the laws of England and Wales, and disputes shall be subject to the exclusive jurisdiction of the English Courts.
19.2 If any provision of these Terms is held to be invalid or unenforceable, the remaining provisions shall continue in full force and effect.

1.0 Guarantee Period
1.1 The guarantee period starts from the date that the original goods are received.
1.2 The Aftercare Period covers the first 12 months from the date the original goods are received and includes complimentary support for settling or adjustment issues.
1.3 After the Aftercare Period, continued support remains available through our Engineer Visit service, designed to help resolve any new or ongoing issues efficiently.
1.4 All guarantees are dependent upon regular care and maintenance in accordance with the Maintenance Handbook.
1.5 The operational hours for Caddy Windows’s Aftercare Department are between 8am and 4pm, Monday to Friday, excluding any public holidays or company shutdown periods.
1.6 Caddy Windows reserves the right to dispatch a Service Engineer to evaluate the reported issue. If an appointment is required, it will be arranged at a mutually agreed time. We aim to attend within 20 working days.

2.0 Reporting Issues
2.1 Faults must be reported online via www.caddywindows.co.uk/issue. This is a condition of the guarantee and ensures accurate logging, processing, and assignment of engineer visits. We aim to respond within 5 working days.
2.2 Customers must take reasonable steps to prevent further damage or deterioration once a fault is identified. Failure to do so may result in the guarantee being voided.
2.3 Caddy Windows may request photographic or video evidence to assess the reported issue remotely before confirming a service appointment. Failure to provide such evidence when requested may result in a declined service visit.

3.0 Engineer Visits
3.1 If a defect is confirmed under guarantee, Caddy Windows will arrange repair or replacement.
3.2 Outside the Aftercare Period, an Engineer Visit Fee applies once per reported issue to cover attendance and assessment, and any minor adjustment or repair that can reasonably be carried out at the time. Where a fault is confirmed as covered under the product guarantee, the affected part will be repaired or replaced at no additional cost.
3.3 If further work is declined by the customer, the initial visit remains fully chargeable.
3.4 Engineer Visit fees may also apply where no fault is found, or where the issue relates to maintenance, environment, or third-party works beyond our control.
3.5 Caddy Windows reserves the right to charge a call-out fee if the customer is not present at the agreed appointment time or cancels the appointment with less than 24 hours’ notice.

4.0 Replacement Products
4.1 Where replacement goods are required, an identical product will be sourced from the original manufacturer and used where possible. If identical goods cannot be sourced, Caddy Windows will use a suitable alternative at our discretion, based on product compatibility and industry standards.
4.2 If replacement goods are supplied under the guarantee, the remaining duration of the original guarantee period will apply to the replacement goods. The guarantee period will not restart from the time the replacement goods are supplied.
4.3 Where Caddy Windows installs components or sealed units into existing frames not under our guarantee, we are not liable for operational issues arising from the condition or quality of those frames.
4.4 The components or sealed units provided in such cases are guaranteed for a maximum of 12 months.
4.5 Caddy Windows does not guarantee the performance or suitability of frames supplied by third parties.

5.0 Supplier Disruption
5.1 If the original supplier or manufacturer is unable to trade due to force majeure events, including but not limited to administration, liquidation, or bankruptcy, Caddy Windows shall not be liable for any guarantee obligations that depend on that supplier or manufacturer.
5.2 In the event of force majeure events, including acts of God, natural disasters, war, terrorism, governmental actions, labour strikes, or any similar unforeseeable circumstances beyond its control, Caddy Windows shall not be held liable for any failure to perform its obligations under this guarantee.

6.0 Assessment of Claims
6.1 All guarantee claims are assessed by Caddy Windows using its professional judgement and industry experience. Where a fault is reported more than six (6) months after installation, the customer must demonstrate that it is a manufacturing defect covered by this guarantee. Where Caddy Windows reasonably determines that an issue falls outside the scope of the guarantee, the claim will not be accepted.

7.0 Other Coverage
7.1 Our standard Composite Doors with foam core are guaranteed against manufacturing defects, discolouration, and cracking for 5 years.
7.2 The guarantee period for double glazed units with Integral Blinds is reduced to 5 years.
7.3 The surface finish, plating, coating, or cosmetic appearance of chrome, satin, gold, bronze, graphite, and black door ironmongery is covered for 12 months only.
7.4 Unless otherwise specified, all products and materials will have a standard guarantee period of 12 months.

8.0 Modifications
8.1 If any amendments or modifications have been made to the product without written authorisation by Caddy Windows, including but not limited to removing, adjusting, or adding components, it shall nullify and void the guarantee.
8.2 This guarantee applies only to the original named customer and is not transferable.

9.0 Location Limits
9.1 Any location that may be deemed as a hazardous condition i.e. marine, industrial environment etc, then the standard guarantee is not valid. If an alternative guarantee is not agreed prior to the placement of order, then the goods will be supplied without guarantee.

10.0 Liability
10.1 Caddy Windows accepts no liability for indirect or consequential losses beyond those required by law. This includes, but is not limited to, any loss of profits, revenue, or data arising from the use or performance of its products or services, even if we have been advised of the possibility of such losses.
10.2 The maximum liability of Caddy Windows under this guarantee shall not exceed the original value of the individual product or component supplied that is subject to the reported defect.
10.3 This excludes any indirect or consequential costs not directly related to the repair or replacement of the affected item. This guarantee does not extend to ancillary costs including, but not limited to, scaffolding, access hire, redecoration, or loss of use.

11.0 Legal Terms
11.1 This guarantee is provided by Caddy Windows Ltd of 8 Enterprise Trade Centre, Hengrove Way, Bristol, BS4 1UN. It applies in addition to your statutory rights and does not affect them in any way.
11.2 Caddy Windows may amend, update or replace these Terms & Conditions at any time. Changes take effect immediately once published at www.caddywindows.co.uk/guarantee and apply to all ongoing cover, service requests, and support obligations unless otherwise agreed in writing at the time of order. By submitting a service request or seeking to rely on this guarantee, you agree to the latest version of the terms.
11.3 Any contract incorporating these conditions shall be governed by and construed in accordance with the laws of England and Wales and both parties hereby agree to submit to the exclusive jurisdiction of the English Courts.
11.4 By reporting a fault, submitting a service request, or otherwise seeking to rely on the guarantee (whether online, by phone, or in writing), the customer confirms acceptance of the most recent version of the Guarantee Terms & Conditions as published at www.caddywindows.co.uk/guarantee.
11.5 Any customer approvals or agreements provided via email, website form, or other electronic communication shall be deemed legally binding.
11.6 If any payment due to Caddy Windows remains outstanding, guarantee cover shall be suspended until full payment is received.
11.7 If payment remains overdue more than 30 calendar days after the invoice due date, Caddy Windows reserves the right to cancel the guarantee in full.
11.8 Where the original contract is the subject of a formal dispute or legal claim, or where the customer seeks to rely on the guarantee as part of a complaint, compensation demand, or legal action, Caddy Windows reserves the right to suspend all guarantee support until the matter is resolved.
11.9 Where a dispute relating to the original contract or installation is resolved by formal settlement or court judgment, all remaining guarantee obligations shall be terminated, unless otherwise stated in the terms of the settlement or judgment.
11.10 If your installation was registered with FENSA, the FENSA certificate is linked to the property and remains valid for future homeowners. This certificate confirms Building Regulations compliance but does not extend or transfer the Caddy Windows product guarantee.

12.0 Exclusions
This guarantee does not cover:
12.1 Any product damage caused by accident, neglect, misuse, or general wear and tear.
12.2 Any glass damage or breakage.
12.3 Any claim not approved by the original supplier or manufacturer.
12.4 Any direct loss, indirect loss, or consequential loss arising from defects or faulty manufacture.
12.5 Any fault or defect not reported via www.caddywindows.co.uk/issue.
12.6 Any fault or defect not reported within 14 calendar days of it becoming reasonably apparent.
12.7 Any products supplied or installed outside of the United Kingdom.
12.8 Any product where full payment has not been received by Caddy Windows.
12.9 Any site visit required to investigate, inspect, or install goods provided on a supply-only basis.
12.10 Any claims for compensation or costs of third-party contractors.
12.11 Any claim relating solely to the cosmetic appearance, surface finish, plating, coating, or colour of door ironmongery, where the operation or security of the moving part is not materially affected.
12.12 Any claim related to the natural ageing or cosmetic deterioration of surfaces, finishes, or materials, including fading, minor scuffs, or discolouration, where performance is not affected.
12.13 Any misuse of the Aftercare Period, including repeated, excessive or unreasonable requests for engineer visits that do not relate to new or unresolved post-installation issues.
12.14 Caddy Windows reserves the right to refuse service or withdraw guarantee support in cases of abusive behaviour, repeated non-cooperation, or deliberate obstruction of Caddy Windows’ assessment or repair process.
12.15 Caddy Windows also reserves the right to refuse service entirely in cases of fraud, false reporting, or repeated unreasonable conduct.
12.16 This guarantee shall be void in its entirety if Caddy Windows is prevented from completing the original works or returning to rectify outstanding items due to customer refusal, denial of access, or non-cooperation.

This Privacy Policy explains how Bristol WindowCo, a trading name of Caddy Windows Limited (Company No. 04404519), collects, uses and protects personal data. Bristol WindowCo is the data controller for the purposes of UK data protection legislation. Registered Office: 8 Enterprise Trade Centre, Hengrove Way, Bristol, BS4 1UN. 

1.0 WHAT DATA WE COLLECT
1.1 We may collect and process business contact names, company names, email addresses, telephone numbers, delivery and billing addresses, order history and account information, payment information processed securely via third party providers, and website usage data collected through cookies. We do not intentionally collect special category personal data.

2.0 HOW WE USE YOUR DATA
2.1 We use personal data for processing and fulfilling orders, managing customer accounts, providing quotations, communicating regarding orders and deliveries, managing credit facilities, handling warranty or product claims, complying with legal and accounting obligations, and sending marketing communications where consent has been provided.

3.0 LAWFUL BASIS FOR PROCESSING
3.1 We rely on contractual necessity to perform a contract or take steps prior to entering into a contract, legitimate interests to manage business relationships and improve services, legal obligation to comply with tax, accounting and regulatory requirements, and consent for marketing communications where required.

4.0 DATA SHARING
4.1 We may share data with system suppliers and manufacturers where required for warranty processing, accountancy and bookkeeping providers, payment processors, IT hosting and website providers, and professional advisers. We do not sell personal data.

5.0 INTERNATIONAL TRANSFERS
5.1 Where third party providers store data outside the United Kingdom, appropriate safeguards are used in accordance with UK GDPR requirements.

6.0 DATA RETENTION
6.1 We retain customer data only for as long as necessary for contractual and legal purposes. Accounting records are retained for a minimum of 6 years in accordance with HMRC requirements. Marketing data is retained until consent is withdrawn.

7.0 DATA SECURITY
7.1 We implement appropriate technical and organisational measures to protect personal data against unauthorised access, loss or misuse. However, no system can be completely secure and we cannot guarantee absolute security.

8.0 YOUR RIGHTS
8.1 Under UK GDPR, individuals have the right to request access to their personal data, request correction of inaccurate data, request erasure where appropriate, request restriction of processing, object to processing based on legitimate interests, request data portability where applicable, and withdraw consent at any time where processing is based on consent. Requests should be made in writing to trade@tradewindowco.co.uk

9.0 COMPLAINTS
9.1 If you believe your data has been handled improperly, you have the right to lodge a complaint with the Information Commissioner’s Office at www.ico.org.uk

10.0 CHANGES TO THIS POLICY
10.1 We may update this Privacy Policy from time to time and the latest version will always be published on our website.

This Cookie Policy explains how Bristol WindowCo uses cookies on its website.

1.0 WHAT ARE COOKIES
1.1 Cookies are small text files placed on your device when you visit a website. They help websites function properly and provide information about user behaviour.

2.0 TYPES OF COOKIES WE USE
2.1 Essential cookies are necessary for the operation of the website and cannot be disabled.
2.2 Analytical cookies help us understand how visitors use our website so we can improve performance and functionality.
2.3 Marketing cookies may be used to measure the effectiveness of advertising and marketing campaigns.

3.0 COOKIE CONSENT
3.1 Non essential cookies are only placed on your device where you have provided consent via our cookie banner. You may withdraw or modify your consent at any time using the cookie settings tool on our website.

4.0 MANAGING COOKIES
4.1 You can control cookies through your browser settings. Disabling certain cookies may affect website functionality.

5.0 THIRD PARTY COOKIES
5.1 Some cookies may be set by third party services such as analytics providers or advertising platforms. These providers have their own privacy policies.

6.0 UPDATES
6.1 This Cookie Policy may be updated from time to time and the latest version will always be published on our website.