These terms explain how TRACEFORM handles emergency electrical callouts, quotations, invoices, payments, changes and cancellations. They also explain the statutory rights that consumers keep when they ask us to provide a service.
These terms apply when a customer asks TRACEFORM to assess or carry out electrical work. Current configured supplier and contact details are shown above. A quotation, invoice or other written document may include additional job-specific terms; if there is an inconsistency, the terms written for that job take priority for that job.
Before a consumer agrees to work, TRACEFORM will provide the main characteristics of the service, the configured supplier identity and contact details, and either the total price or how it will be calculated. The quotation or other written confirmation states the proposed scope, price, any deposit, payment arrangements and relevant timing or performance arrangements. These terms explain the complaints procedure, cancellation rights and the statutory standard for services. Please ask about anything that is unclear before accepting.
A website form, e-mail or WhatsApp message is an enquiry, not confirmation that an electrician is travelling. TRACEFORM confirms an emergency callout by phone before travel. Please provide accurate contact, property, access and fault details, and tell us immediately about smoke, fire, water near electrics, vulnerable occupants or another safety risk.
If there is immediate danger, keep away from the hazard and call the emergency services where appropriate. Do not rely on a form, e-mail or WhatsApp message for an urgent response.
A quotation describes the proposed scope, selections, exclusions, totals, validity date and any job-specific terms recorded on that quotation. Work outside the stated scope is not included unless it is added and agreed.
Where online acceptance is enabled, the customer can use the secure quotation link to select available options, request changes, decline or accept. Acceptance records the quotation revision, selected items, accepted total, name supplied and time of acceptance. Using a secure link is evidence that the link was used; it does not by itself prove the recipient’s identity. If online acceptance is unavailable, contact TRACEFORM to agree how acceptance will be recorded.
A quotation may show a deposit calculated from the selected work. Any required deposit and its amount will be stated on the quotation and is due when the quotation is accepted. No deposit amount or percentage applies unless it is shown on the quotation.
For consumers, the Consumer Rights Act 2015 requires services to be performed with reasonable care and skill. TRACEFORM will carry out the agreed electrical service on that basis. Findings on site may show that the requested work is unsafe, unsuitable or different from the information supplied; where that changes the scope or price, TRACEFORM will explain the next step. All additional chargeable work must be agreed with the customer before it is carried out.
If a service does not conform to the Consumer Rights Act 2015, a consumer can require repeat performance where that is possible and can be done without significant inconvenience. If repeat performance is impossible or is not provided within a reasonable time and without significant inconvenience, the consumer may be entitled to an appropriate price reduction. These statutory remedies are not replaced by any remedy TRACEFORM offers voluntarily.
Invoices state the work and amounts charged, payments already recorded, balance, due date and payment instructions. Accepted payment methods and any bank details are taken from TRACEFORM’s commercial settings and appear on the invoice when configured. Customers should use only the payment details shown on a genuine TRACEFORM invoice or confirmed through the published contact details.
Payment is due in accordance with the due date and instructions on the invoice. If an invoice appears incorrect, contact TRACEFORM promptly so it can be checked before payment.
Tell TRACEFORM as soon as possible if access, timing or the required work changes. Whether work can be postponed or cancelled, and whether any amount remains payable, depends on work already performed, goods already supplied or committed to, and any job-specific term agreed with the customer. TRACEFORM does not impose a general cancellation charge in these website terms.
For most consumer contracts made at a distance or away from TRACEFORM’s business premises, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 provide a 14-day cancellation period. An exception applies where the consumer specifically asks TRACEFORM to visit to carry out urgent repairs or maintenance: the cancellation right does not apply to that urgent work. It still applies to additional services or goods supplied during the visit if they were not necessary for the urgent repair and were not specifically requested.
For other services that a consumer asks TRACEFORM to start during the 14-day cancellation period, TRACEFORM will ask for an express request. For a contract made away from our premises, that request must be made in writing or another durable medium. If the consumer then cancels, they must pay a proportionate amount for the service supplied before cancellation. The cancellation right is lost once the service has been fully performed after the consumer’s express request and acknowledgement that full performance ends that right. Nothing in these terms removes a statutory cancellation right.
The customer must have authority to instruct work at the property, provide safe and reasonable access, disclose relevant hazards and known defects, and avoid interfering with electrical equipment or safety measures. Landlords, agents and business customers should identify who may approve scope changes and receive documents.
TRACEFORM may send enquiry confirmations, quotation and invoice links, payment or document messages, and replies to the contact details supplied. Calls may be recorded and voicemail may be transcribed as explained in the privacy policy. WhatsApp messages are also processed by WhatsApp’s provider. Bulk e-mail can carry an unsubscribe method; service, account and security messages may still be sent where they are necessary for the requested service or account.
Customers have the right to complain. The complaints procedure explains how to raise a concern, how it is investigated and how to ask the business owner to review the outcome. Nothing in these terms excludes or restricts rights or remedies that cannot lawfully be excluded, including consumer rights under the Consumer Rights Act 2015.
Nothing in these terms excludes or limits liability where the law does not allow it, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or a consumer’s statutory rights. Any other liability is determined under applicable law and the terms fairly agreed for the job.
Neither the customer nor TRACEFORM is responsible for delay or failure caused by an event outside that party’s reasonable control. The affected party should tell the other as soon as reasonably possible, take reasonable steps to reduce the effect and resume its obligations when it can. This does not require a customer to pay for a service that is not supplied and does not remove a statutory cancellation or refund right.
These terms and any non-contractual dispute are governed by the law of England and Wales. The courts of England and Wales have jurisdiction, subject to any mandatory consumer right to bring proceedings elsewhere in the United Kingdom.
TRACEFORM may update these website terms. The version date appears above. The terms applying to accepted work are the version or job-specific terms supplied when that work was agreed; a later website update does not retrospectively replace them.
No. It sends an enquiry to TRACEFORM. An emergency callout is confirmed by phone before an electrician travels.
Use the acceptance options on the secure quotation link when online acceptance is enabled, or contact TRACEFORM. The accepted revision, selections and total are recorded.
No general deposit applies under these website terms. If a deposit is required, its amount is shown on the quotation and it is due when that quotation is accepted.
The 14-day cancellation right does not apply where the consumer specifically requests a visit for urgent repairs or maintenance. It still applies to additional services or goods on that visit that were not necessary for the urgent repair and were not specifically requested. Different rules apply where a consumer asks another service to start during the cancellation period, as explained above.
The Consumer Rights Act 2015 may give a consumer the right to repeat performance or, where the statutory conditions are met, an appropriate price reduction. Contact TRACEFORM through the complaints procedure so the concern can be reviewed.
A form or message starts an enquiry; TRACEFORM confirms an emergency callout by phone before travel.
The quotation records its scope, selections, total and any deposit. The invoice records amounts charged, payment status, due date and payment instructions.
These terms do not remove rights that consumers have under UK law.
Reviewed by Dan Whitaker, Senior Electrician & Technical Reviewer · Last reviewed
Contact TRACEFORM before accepting or paying if you want the scope, total, deposit, due date or payment instructions explained.
