TERMS & CONDITIONS
Effective 9 August 2026. Please read these terms carefully before engaging our services.
In these Terms and Conditions (the “Terms”), unless the context otherwise requires: “the Company” means Group 3 Engineering Limited (company number 15510049), of Unit 2 Pursley Farm, London Road, Radlett, Hertfordshire, WD7 9EN, together with its employees, agents and subcontractors; “the Client” means the person, partnership or corporate body engaging the Company’s services; “the Services” means any electrical, security, access control or automation works, inspections, call-outs or repairs undertaken by the Company; and “the Premises” means the site at which the Services are to be performed.
Headings are inserted for convenience only and shall not affect the interpretation of these Terms. Words importing the singular shall include the plural, and vice versa.
The Company shall exercise reasonable skill and care, in accordance with good industry practice and all applicable statutory and regulatory requirements – including, without limitation, BS 7671 (the IET Wiring Regulations) – in the performance of the Services.
Any description of the Services provided by the Company, whether verbal, written or by way of estimate, is indicative only. The precise scope of works shall be confirmed with the Client following diagnosis or survey, prior to the commencement of any chargeable repair.
Attendance at the Premises in response to a call-out is subject to a fixed minimum charge, payable irrespective of whether a fault is subsequently identified or rectified, comprising:
The minimum charge entitles the Client to the engineer’s attendance, travel within the Company’s standard service area, and up to sixty (60) minutes of engineering time for initial fault diagnosis and making-safe work. Where diagnosis or works require time on site beyond that included within the minimum charge, additional time shall be charged at a flat rate in increments of thirty (30) minutes, as follows: £62.50 per thirty minutes during normal working hours (Monday to Friday, 08:00 to 18:00); £90 per thirty minutes out of hours (Monday to Friday, 18:00 to 23:00, and Saturday and Sunday, 08:00 to 18:00); and £120 per thirty minutes during extended hours (Monday to Friday, 23:00 to 08:00; Saturday and Sunday, 18:00 to 08:00; and bank holidays, at any hour). The extended hours rate comprises the out of hours rate together with a surcharge of £30, applied to each thirty-minute increment.
A completion allowance of up to ten (10) minutes may be applied at the end of a chargeable thirty-minute period, where the engineer is completing testing, documentation or handover, and no further period shall become chargeable in respect of that time. Where substantive work continues beyond that allowance, the next thirty-minute period becomes chargeable in full.
Upon completion of diagnosis, the Company shall provide the Client with a fixed price for the repair, which shall be agreed in writing or by other durable means before any further work is undertaken.
In addition to the above, the following charges may apply and will be confirmed to the Client before they are incurred: parts and materials, charged at cost plus a reasonable margin; a travel supplement, where the Premises lie within the Company’s extended service area (more than 25 and up to approximately 40 road miles from the Company’s base); parking charges incurred while attending the Premises; the London Congestion Charge, where attendance requires entry into the charging zone; toll and other access charges reasonably incurred in reaching the Premises; the attendance of additional engineers, where required for safe access or the scope of the Services, charged at the Company’s prevailing hourly rate; and the hire of specialist access equipment, where required and not already carried on the Company’s vehicle.
A fixed price, once agreed, shall not be varied save where the scope of works is subsequently altered at the Client’s request, or where conditions concealed at the Premises and not reasonably discoverable at the time of quotation come to light during the course of the Services. In either such event, the Company shall notify the Client promptly and agree any revised price before proceeding.
Quotations, unless otherwise stated, remain valid for a period of thirty (30) days from the date of issue.
Save where otherwise agreed in writing, the call-out charge is pre-authorised prior to attendance – at the time of booking, where the appointment is made via the Company’s online booking platform, or by means of a payment link issued to the Client, where the appointment is made by telephone – for the sole purpose of confirming that sufficient funds are available. Full payment falls due upon completion of the Services, at which point the pre-authorised sum is either captured in settlement of the amount due or released, as applicable. The Company accepts payment by such methods as it may from time to time specify.
Card details are entered directly into a payment page hosted by Stripe, the Company’s payment processor. The Company does not receive, see or store the Client’s card number at any stage. Where an appointment is booked sufficiently far in advance that a pre-authorisation placed at the time of booking would lapse before the date of attendance, the Client’s card is instead retained securely by Stripe on the Company’s behalf and the pre-authorisation is placed a few days before the appointment. A card retained in this way is used only for the appointment to which it relates, is not used for any other purpose, and the Client will be contacted if the pre-authorisation is declined. Further detail on how card data is handled is set out in the Company’s privacy notice.
Title to any materials or equipment supplied by the Company shall not pass to the Client until payment in full has been received.
The Client may cancel a scheduled, non-emergency appointment without charge provided not less than twenty-four (24) hours’ notice is given. Cancellations received with less notice, or a failure to grant access at the agreed time, may be subject to a reasonable charge reflecting the Company’s wasted time and expense.
Where an engineer has been dispatched, or is en route, in response to a call-out and the appointment is subsequently cancelled by the Client, a charge shall apply reflecting the Company’s wasted travel time and expense.
Where an engineer attends the Premises but is unable to gain access, or the Client is not present to grant access at the agreed time, the minimum charge set out at clause 3 remains payable in full, and a further attendance will need to be arranged and separately charged.
Owing to the nature of the Services – engineering time, travel and expertise committed from the point of dispatch and expended on attendance – refunds are not generally issued. Where a booking is cancelled in accordance with this clause 6, any sum already paid in respect of that appointment shall be refunded, and any pre-authorisation released, in full. Save as set out above, the Company does not offer refunds. Nothing in this clause affects the Client’s statutory rights, including any right to remedy under the Consumer Rights Act 2015 where the Services have not been performed with reasonable skill and care.
The Client shall ensure the Company’s engineers are afforded safe and timely access to the Premises, and to any relevant plant, distribution boards, control panels or documentation reasonably required to perform the Services. The Company shall not be liable for any delay or additional charge arising from a failure to provide such access.
The Company shall carry out the Services in accordance with the Health and Safety at Work etc. Act 1974 and all other applicable health and safety legislation. The Client shall notify the Company of any known hazard at the Premises, including but not limited to asbestos, prior to the commencement of works, and shall not interfere with any system rendered safe or isolated by the Company’s engineers pending completion of the Services.
The Company warrants that the Services shall be performed with reasonable skill and care and, where applicable, certified in accordance with the relevant British Standard.
Call-Out and Reactive Works – Due to the nature of such work, workmanship in respect of call-outs and reactive repairs is guaranteed for thirty (30) days from the date of completion. For the avoidance of doubt, this guarantee applies strictly and only to the specific work performed by the Company during the call-out, and does not extend to any other part of the installation, system, or equipment. No warranty is given in respect of pre-existing installations, materials, or systems, whether or not connected to or associated with the work performed.
Fixed Quoted Works – Where works are carried out under a fixed quotation and the Company supplies both materials and labour, workmanship and materials are guaranteed for twelve (12) months from the date of completion, unless otherwise specified in writing. Materials supplied by the Company shall additionally benefit from any manufacturer’s warranty, which shall be passed to the Customer where possible.
Materials-Only Faults – Where a claim is made under this clause and the Company determines that the fault lies solely with the materials and does not arise from any defect in the Company’s workmanship, the Company shall replace the faulty item in accordance with the applicable warranty, but labour charges for the removal and installation of the replacement item shall be payable by the Customer at the Company’s standard rates.
Exclusions – All guarantees under this clause exclude fair wear and tear, misuse, accidental damage, and any fault arising from work carried out by a third party.
Voiding of Warranty – Any warranty or guarantee given under this clause shall be void where any person not authorised by the Company has adjusted, repaired, modified, dismantled, or otherwise interfered with any item installed, supplied, or worked upon by the Company. This is because, where such interference has occurred, the Company cannot reasonably or safely determine whether any fault arises from its own workmanship or materials.
Statutory Rights – Nothing in these Terms shall exclude or limit any warranty or guarantee implied by the Consumer Rights Act 2015 or other applicable statute, to the extent such warranty or guarantee cannot lawfully be excluded, and nothing in this clause affects the Customer’s statutory rights.
Save in respect of death or personal injury caused by the Company’s negligence, or any other liability which cannot lawfully be excluded or limited, the Company’s total liability arising out of or in connection with the Services shall not exceed the total sum paid by the Client for those Services. The Company shall not be liable for any indirect, consequential or economic loss howsoever arising.
The Company shall not be liable for any failure or delay in performing its obligations where such failure or delay results from circumstances beyond its reasonable control, including but not limited to adverse weather, power or supply failure, or restrictions imposed by any governmental or regulatory authority.
The Company shall process any personal data provided by the Client in accordance with the Data Protection Act 2018 and the UK General Data Protection Regulation, and solely for the purposes of performing the Services and administering the Client relationship. Full details of what is collected, why, who it is shared with and the Client’s rights are set out in the Company’s privacy notice.
These Terms, and any dispute or claim arising out of or in connection with them, shall be governed by and construed in accordance with the law of England and Wales, and the parties submit to the exclusive jurisdiction of the courts of England and Wales.
Any enquiry regarding these Terms should be addressed to the Company at Unit 2 Pursley Farm, London Road, Radlett, Hertfordshire, WD7 9EN, by email to contact@g3e.co.uk or by telephone on 0330 043 0143.