Effective Date: June 2026
These Terms & Conditions govern the supply of services by Glazie Ltd (Company Number 12310620), trading as Window Fixers (“Window Fixers”, “we”, “our”, “us”).
By booking an appointment, accepting a quotation, paying a deposit, instructing us to order materials, or allowing work to commence, you agree to be bound by these Terms & Conditions.
If you are a consumer, these Terms operate alongside your legal rights and do not remove or reduce them. Nothing in these Terms affects your statutory rights under the Consumer Rights Act 2015 or the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
Window Fixers is a specialist window and door repair branch of (Glazie Ltd that deals with new windows and doors replacements and installations). Window Fixers is providing repair, maintenance, glazing and replacement component services throughout London, Essex, Kent and surrounding areas.
Services may include:
2.1 Any quotation, estimate or indication of price provided by Window Fixers is based upon information available at the time.
2.2 Estimates provided from photographs, videos, telephone calls, emails, WhatsApp messages or online enquiries are provisional only.
2.3 Additional faults may become apparent during inspection or repair.
2.4 If additional faults are discovered, the customer will be informed before any additional chargeable work is undertaken.
2.5 Quotations remain valid for 30 days unless otherwise stated.
3.1 Appointments are arranged by mutual agreement between Window Fixers and the customer.
3.2 An adult aged 18 years or over must be present at the property during the appointment.
3.3 Customers are responsible for ensuring safe and unobstructed access to the property.
3.4 Window Fixers reserves the right to refuse or postpone work where safe access cannot be achieved.
4.1 If a mutually agreed appointment is missed because the customer, tenant, site representative or authorised person is not present, Window Fixers reserves the right to charge a failed attendance fee of up to £50, reflecting the reasonable costs incurred.
4.2 Any parking charges, congestion charges, ULEZ charges, toll charges or similar expenses incurred in connection with a failed attendance shall remain payable by the customer.
4.3 Repeated failed appointments may require advance payment before a further appointment is arranged.
5.1 Window Fixers may request a deposit before ordering materials or scheduling work.
5.2 A deposit of at least 20% will normally be required for sealed glass units, double glazed unit replacements, special-order parts, non-stock items and bespoke products.
5.3 Where you are a consumer and you cancel within the cancellation period described in clause 17, your deposit will be refunded, except that we may retain an amount equal to the cost of any goods or services already manufactured, cut, ordered, supplied or otherwise irreversibly committed to your order at your express request.
5.4 Any amount retained under clause 5.3 will not exceed the actual costs we have reasonably incurred or committed in connection with your order.
5.5 This clause does not affect your statutory rights.
6.1 Unless otherwise agreed in writing, payment is due immediately upon completion of the works.
6.2 Window Fixers does not offer invoice settlement periods, payment runs or extended credit facilities.
6.3 Commercial customers must also pay immediately upon completion unless alternative terms have been agreed in writing before work commences.
6.4 We reserve the right to suspend warranty obligations where invoices remain unpaid.
6.5 Ownership of all supplied goods remains with Glazie Ltd until payment has been received in full.
7.1 Customers are responsible for providing suitable legal parking close to the property.
7.2 Where parking is unavailable, any reasonable parking costs incurred shall be added to the final invoice.
7.3 Any applicable Congestion Charge, ULEZ Charge, Dart Charge, tolls or similar costs incurred while attending the property may be added to the final invoice. Where reasonably possible, we will make you aware that such charges are likely to apply before work begins.
7.4 Where specialist access equipment is required, additional charges may apply and will be agreed with you in advance.
8.1 Window Fixers operates a genuine No Fix No Fee policy.
8.2 If Window Fixers is unable to repair the reported fault after reasonable inspection and diagnosis, labour charges for the attempted repair shall not be payable.
8.3 The No Fix No Fee promise does not apply to the following, which remain payable where incurred:
8.4 No Fix No Fee applies only to the fault originally reported.
9.1 Same-day glazing may be available for certain plain non-toughened glass replacements within selected service areas.
9.2 Same-day service is not guaranteed and depends on stock availability, location, traffic conditions and technician availability.
9.3 Emergency boarding or temporary securing works may be offered at Window Fixers’ discretion.
9.4 Emergency works may be subject to additional charges.
10.1 Window and door hardware varies considerably between manufacturers, systems and production periods.
10.2 Window Fixers will make every reasonable effort to source identical replacement parts.
10.3 Where original components are obsolete, discontinued or unavailable, suitable compatible alternatives may be supplied.
10.4 Minor differences in appearance, branding, finish, markings, colour shades or design shall not constitute a defect where functionality is maintained.
11.1 Replacement sealed units may differ slightly from existing glazing in respect of:
11.2 Such differences shall not be regarded as defects provided the replacement unit performs its intended function.
11.3 Toughened glass, laminated glass and specialist glazing products are manufactured to order and may be subject to lead times outside Window Fixers’ control.
11.4 Glass dimensions are manufactured within accepted industry tolerances.
11.5 Customers are responsible for ensuring safe access to glazing locations.
12.1 Window Fixers specialises in the repair of existing windows and doors rather than full replacement systems.
12.2 Repairs may include, but are not limited to:
12.3 Whilst every reasonable effort will be made to restore functionality, Window Fixers cannot guarantee that every fault can be permanently repaired where significant age, wear, corrosion, distortion or previous defective workmanship exists.
12.4 Repair recommendations are made based upon the condition of the components visible and accessible at the time of inspection.
13.1 Window Fixers primarily repairs existing windows and doors, many of which may be significantly aged.
13.2 Customers acknowledge that existing windows and doors may contain:
13.3 Window Fixers shall not be responsible for faults arising from pre-existing conditions outside the agreed scope of works.
13.4 Repairs carried out to one component may reveal faults in other unrelated components that were not previously identifiable.
13.5 Window Fixers shall not be liable for the failure of components that have not been repaired, adjusted or replaced.
14.1 Customers must provide accurate information regarding the reported fault wherever reasonably possible.
14.2 Customers must ensure safe access to all areas where work is required.
14.3 Customers must remove fragile items, furnishings and valuables from the work area before work commences.
14.4 Customers are responsible for obtaining any permissions, consents or approvals required from landlords, managing agents, freeholders or other relevant parties.
14.5 Customers must inspect completed work upon completion and notify Window Fixers immediately of any concerns.
15.1 Window Fixers warrants that all work will be carried out using reasonable care and skill.
15.2 Warranty periods commence from the date of completion.
15.3 Labour & Workmanship Warranty. Labour and workmanship are guaranteed for a period of 12 months from completion.
15.4 Hardware Warranty. Where supplied and fitted by Window Fixers, the following are guaranteed for 12 months:
15.5 Sealed Glass Unit Warranty. Double glazed sealed units supplied and fitted by Window Fixers are guaranteed for 5 years against internal condensation caused by seal failure.
15.6 Any replacement carried out under warranty shall not restart or extend the original warranty period.
15.7 Warranty claims must be reported as soon as reasonably practicable after discovery.
These guarantees are in addition to, and do not affect, your statutory rights. As a consumer you may have legal remedies for defective work or goods that last longer than the warranty periods above.
16.1 The following are specifically excluded from warranty cover:
16.2 External condensation is a naturally occurring phenomenon and is not considered a defect.
16.3 Scratches, chips or marks reported after completion may not be accepted unless noted at the time of completion.
16.4 Lost keys, broken keys and missing accessories are not covered.
16.5 Any work carried out, adjusted or altered by third parties after Window Fixers’ attendance shall immediately void the warranty relating to the affected components.
17.1 Where you are a consumer and your contract was made at your home or another place that is not our business premises (an “off-premises contract”), or was made by telephone, email, WhatsApp, our website or other distance means (a “distance contract”), you have a legal right to cancel within 14 days without giving a reason, except in the circumstances set out in clauses 17.6 to 17.8.
17.2 The cancellation period ends 14 days after the day the contract is entered into (for services) or, where goods are supplied, 14 days after the day you receive the goods.
17.3 To cancel, you need only tell us clearly before the period ends — by telephone on 0208 064 1844, by email to [email protected], or in writing to our registered address. You may use the cancellation form at the end of these Terms, but you are not obliged to.
17.4 If you cancel within the cancellation period, we will refund all payments received from you within 14 days of being informed, subject to clauses 17.5 to 17.8.
17.5 If you ask us to begin work, order materials, or supply goods or services during the cancellation period, you must request this expressly (for off-premises contracts, in writing or another durable form). If you then cancel, you must pay a proportionate amount for the services actually provided, and for any goods already ordered, cut, manufactured or committed to your order, up to the point you told us you wished to cancel.
17.6 You will not have a right to cancel a contract for goods made to your specifications or clearly personalised — for example glass units cut or manufactured to size, made-to-measure components and special-order parts — once manufacture or ordering has begun with your agreement.
17.7 Where you have specifically asked us to attend to carry out urgent repairs or maintenance, the 14-day right to cancel does not apply to that requested work, although it will still apply to any additional goods or services we supply that you did not specifically request.
17.8 If you expressly asked us to provide the service in full during the cancellation period and acknowledged that you would lose your right to cancel once it was completed, you will no longer have a right to cancel once the service has been fully performed.
17.9 Where the cancellation period has ended, or where you are a business customer, and you cancel after we have started work or committed to your order, we reserve the right to charge for:
Any such charge will reflect our actual costs and the work genuinely carried out.
17.10 Nothing in this clause affects your statutory rights.
18.1 We aim to provide a high standard of workmanship. Your legal rights as a consumer sit alongside these Terms, and nothing in these Terms removes or reduces them.
18.2 Under the Consumer Rights Act 2015, services we provide must be carried out with reasonable care and skill, and any goods we supply must be of satisfactory quality, fit for purpose and as described.
18.3 If our work is not carried out with reasonable care and skill, you are entitled to ask us to put it right at no extra cost within a reasonable time. If we are unable to do so within a reasonable time or without significant inconvenience to you, you may be entitled to a price reduction.
18.4 Where goods we have supplied are faulty, you may be entitled to a repair, replacement, price reduction or refund in accordance with your statutory rights, including the right to reject faulty goods within 30 days of supply.
18.5 So that we can resolve any issue quickly, we ask that you give us a reasonable opportunity to inspect the work and, where appropriate, to put right any genuine defect. This does not affect your statutory rights.
18.6 Dissatisfaction that does not arise from a defect in our workmanship or in the goods supplied — for example a change of mind after the cancellation period, or a fault caused by pre-existing conditions outside the agreed scope of works (see clause 13) — will not in itself entitle you to a refund.
18.7 Where a refund is due, it will reflect the value of the defective work or goods.
18.8 Deposits and costs already committed to bespoke glass units, special-order parts, completed labour and unavoidable third-party costs incurred on your behalf are dealt with in clauses 5 and 17.
19.1 Nothing in these Terms & Conditions excludes liability for death or personal injury caused by negligence, fraud or any liability that cannot legally be excluded.
19.2 Subject to clause 19.1, Window Fixers shall not be liable for:
19.3 Window Fixers’ total liability shall not exceed the value of the services supplied under the relevant contract.
19.4 Window Fixers shall not be responsible for delays caused by manufacturers, suppliers, traffic conditions, weather, force majeure events or circumstances beyond its reasonable control.
20.1 For business-to-business transactions, payment is due immediately unless otherwise agreed in writing.
20.2 Window Fixers reserves the right to charge statutory interest and debt recovery costs in accordance with the Late Payment of Commercial Debts (Interest) Act 1998.
20.3 Commercial customers must inspect works promptly and report defects within a reasonable timeframe.
Note: Clauses 17.1 to 17.8 (the 14-day right to cancel) and clause 18 apply to consumers and do not apply to business customers, who are instead subject to clause 17.9.
21.1 Window Fixers processes customer information in accordance with UK GDPR and applicable data protection legislation.
21.2 Customer information may be used for:
21.3 Customer information will not be sold to third parties.
21.4 Read privacy policy
22.1 Window Fixers may take photographs or videos before, during and after works for:
22.2 Any marketing use shall not intentionally disclose sensitive personal information. Where images could identify you or your property, we will only use them for marketing with your consent, which you may withdraw at any time.
23.1 Any complaint should be raised with Window Fixers as soon as reasonably possible, by telephone on 0208 064 1844 or by email to [email protected].
23.2 Window Fixers shall be given a reasonable opportunity to investigate and respond before legal proceedings are commenced.
24.1 These Terms & Conditions shall be governed by and construed in accordance with the laws of England and Wales.
24.2 Any dispute arising from these Terms & Conditions shall be subject to the exclusive jurisdiction of the courts of England and Wales.
(You may use this form to exercise your right to cancel under clause 17, but you do not have to.)
To: Glazie Ltd t/a Window Fixers — [email protected]
I/We hereby give notice that I/We cancel the contract for the supply of the following service/goods: ______________________
Ordered on / received on: ______________________
Name: ______________________
Address: ______________________
Signature (paper only): ______________________
Date: ______________________
Glazie Ltd
Trading as Window Fixers — Company No. 12310620
Website: www.windowfixers.london
Telephone: 0208 064 1844
Email: [email protected]
Serving London, Essex, Kent and surrounding areas. These Terms & Conditions are effective from June 2026.
0208 064 1844
Technicians
Promise
Quality Service