Terms & Conditions

1. Initial Site Survey

A site survey fee is payable prior to any site visit being arranged. The fee is:

• £50 for properties located within 30 miles of EH54 8TD (the Company showroom address)
• £100 for properties located more than 30 miles from EH54 8TD

The site survey fee covers the on-site assessment and the provision of up to two standard CAD images produced as part of the survey findings.

Bespoke design services are not included within the two CAD images provided as part of the site survey. Bespoke designs are available at a cost of £250 + VAT, charged separately.

This fee is non-refundable and is not deductible from, credited against, or offset against the total project cost should the Customer proceed with the works.

The site survey fee is non-refundable once the survey has been carried out. This includes circumstances where the Customer chooses not to proceed with the quotation provided following completion of the site survey.

Refunds will only be considered where the site survey has not yet taken place and at least 24 hours' notice has been provided by the Customer and confirmed by the Company.

In circumstances where cancellation or inability to proceed is the fault of the Company, and where no suitable alternative can reasonably be offered, a refund will be made.

2. Quotation Validity

All quotations provided by the Company are valid for 14 days from the date issued unless otherwise stated. The Company reserves the right to revise pricing after this period due to changes in material costs, supplier pricing, or labour costs.

3. Deposit Requirement

A deposit of 50% of the total project cost is required to initiate the process for your media wall installation. This deposit:

• Goes towards the cost of materials specific to your project
• Secures your booking for the installation

The installation process is considered to have begun once materials have been ordered, manufactured, or allocated to the project.

4. Cancellation of Project by the Customer

Refund Eligibility

The Customer may cancel the project before the installation process begins and receive a refund of the deposit, minus:

• Costs incurred for materials already purchased
• Any work initiated on the Customer's behalf

Notice Period

Cancellation requests must be submitted in writing (via email or letter) and received at least 30 days prior to the scheduled installation date.

5. Cancellation by West Lothian Feature Walls Ltd

If the Company is unable to fulfil its obligation to install the media wall due to circumstances beyond its reasonable control (including but not limited to material unavailability, supplier delays, or unforeseen technical issues), the Company will:

• Notify the Customer promptly
• Work towards a suitable resolution such as rescheduling or offering alternative solutions

If no suitable alternative can be agreed, the Company will refund the Customer's deposit minus costs incurred for non-reusable materials purchased specifically for the project.

6. Refund Process

Refunds will be issued using the same payment method used for the original transaction unless otherwise agreed.

7. Non-Refundable Circumstances

Deposits are non-refundable within 30 days of the scheduled installation date.

Custom-made or personalised materials purchased specifically for the project are non-refundable.

8. Modification of Project

Design Changes

The Company may accommodate changes to the media wall design based on the design, production, or installation stage and at its discretion. Requested changes may incur additional charges depending on the stage of the project and the work required.

Design changes may also require rescheduling of the installation, which may result in the project being moved to:

• The next available weekend, or
• The end of the installation waiting list

Both scenarios may result in additional fees, which will be communicated and agreed prior to confirmation.

Additional Costs

Changes requested after materials have been purchased or work has commenced may incur additional charges for labour and materials.

9. Electrical and Gas Works / Existing Faults

Upon arrival, our electrician and/or gas engineer will inspect the relevant systems relating to the work specified on the Company job sheet. If faults or issues are identified:

• Work will be paused
• The electrician or gas engineer will inform the Customer and advise on required rectifications

Any additional work required to rectify faults is not included within the original quotation and will be billed separately.

The electrician and gas engineer are only present to carry out the work specified on the Company job sheet. Any additional work requested directly by the Customer must be arranged directly between the Customer and the electrician or gas engineer, including any agreements relating to scope, scheduling, and payment. Such arrangements are outside the responsibility of West Lothian Feature Walls Ltd.

10. Safety and Site Access

For safety reasons, the Customer must ensure that all members of the household, including children, pets, and visitors, are kept away from the work area during installation.

The Customer must ensure safe and unobstructed access to the work area for the duration of the works. Failure to provide safe access may result in delays or additional charges.

11. Job Sign-Off and Warranty

Once all work is completed, the Customer will be asked to sign off on the job to confirm that they are satisfied with the completed installation. The customer must be present upon completion of works to provide sign-off.

If the customer is not present at the time of completion and therefore unable to provide sign-off, the project will be presumed accepted and the remaining balance invoice will be issued and become payable per the usual terms.

The Company bears no responsibility for leaving the property unlocked/unattended if the customer is not present upon completion, or at any other times during installation.

Final Billing

The final invoice will only be issued after the Customer has signed off on the completed works. If the customer is not present to provide sign off, the project will be presumed accepted and the usual billing process will proceed.

Warranty

Upon sign-off and settlement of any remaining balances, a 2-year warranty for the media wall installation will commence. The warranty covers:

• Structural integrity of the wall
• Cracks or defects caused by workmanship
• Issues related to materials supplied by West Lothian Feature Walls Ltd

The warranty excludes natural wear and tear or damage caused by the Customer.

Electrical items and components are not covered under this warranty and are subject to their own warranties provided by the electrician or product manufacturer.

Acceptance of Installation

Once the Customer has signed off on the completed works, the installation will be deemed accepted as completed to the Customer's satisfaction. Any defects or issues reported after sign-off will be assessed by the Company and addressed where they fall within the scope of the applicable warranty.

Complaints and Outstanding Balances

Any complaints raised after sign-off do not permit the Customer to withhold the full final balance, which remains payable in accordance with the agreed payment terms.

Where the Company accepts liability for a specific defect following assessment, the Customer may withhold only the Company-determined value of that liability. The remaining balance, minus liability value, must still be paid in full by the due date. The liability value may be retained until such time as the repair work has been completed, at which date this portion would then become due for immediate payment.

12. Call-Back Requests Outside Warranty

Call-back requests for issues not covered under the warranty will incur a charge of:

• £50 + VAT for addresses within 30 miles of EH54 8TD. For locations outside this area, pricing will be provided upon request.

If additional work is required that cannot be completed on the same day, a suitable date will be arranged with the Customer.

13. Payment Terms

Payment is due by the date specified on the invoice. Late payments will incur:

• A fixed late payment charge of £25 + VAT
• Interest at 5% per month on the outstanding balance until payment is received in full

If payment remains outstanding beyond 30 days, the account may be referred to a debt recovery agency or small claims court, and additional recovery costs may be applied.

The Company reserves the right to suspend further work or withhold warranties until outstanding balances are settled.

14. Customer-Supplied Products

The Company accepts no responsibility for the compatibility, performance, or warranty of products supplied by the Customer, including televisions, fireplaces, wi-fi or other appliances.

15. Hidden Services and Structural Conditions

While reasonable care will be taken during installation, the Company cannot be held responsible for hidden pipes, cables, structural defects, or other concealed issues that are not visible or disclosed at the time of installation.

16. Photography and Marketing

The Company reserves the right to photograph completed installations for marketing and portfolio purposes, including use on websites and social media, unless the Customer requests otherwise in writing.

17. Force Majeure

The Company shall not be liable for delays or failure to perform due to circumstances beyond its reasonable control, including but not limited to:

• Supplier delays
• Material shortages
• Severe weather
• Transport disruption
• Illness or unforeseen operational issues

18. Limitation of Liability

The Company shall not be liable for indirect or consequential losses arising from delays, the installation or use of the media wall. The Company's total liability shall not exceed the total value of the contract.

19. Governing Law

These Terms and Conditions shall be governed by and interpreted in accordance with the laws of Scotland, and any disputes shall be subject to the exclusive jurisdiction of the Scottish courts.

Contact

If you have questions about these terms, please contact us:

Email: info@wlfw.co.uk
Phone: 01506 365770
Address: 22c Carmondean Centre S, Livingston, EH54 8TD