Customer Terms and Conditions
By using the Cut & Roll platform means you're agreeing to our customer terms and conditions, which you can read below. If you do not agree to these terms, you cannot use the Cut & Roll platform.
Should you have any questions, please contact our team at support@cutandroll.co.uk.
1. Definitions
1.1 In this Agreement the following words and phrases shall have the following meanings:
“Agreement” means these customer terms and conditions.
“Content” relates to all responses, text, images, files, photos or other materials shared on the Cut & Roll platform by you during the initial online quotation or subsequent methods of contact with Cut & Roll employees.
“Customer” (“you”) means any person who submits information that can be used to obtain a quote and subsequently complete a project through the Cut & Roll platform.
“Cut & Roll platform” means the website cutandroll.co.uk, and all the pages, content, and tools contained therein.
“Decorator” is the contractor (a 3rd party Limited Company, Partnership or Sole Trader) that has registered on the Cut & Roll platform to undertake the works required to complete your project.
“Quote” is an indicative price based on the responses provided to questions asked on the Cut & Roll platform. It covers the products and services required for your project. It is an indicative price and is subject to change should the work and materials involved differ from what was originally quoted on the Cut & Roll platform.
“Project” means the work undertaken by a decorator as a direct result of your quote through the Cut & Roll platform.
2. Use of the Cut & Roll platform
2.1 You agree to use the Cut & Roll platform for obtaining a quote and having the prescribed works completed in a project, communicating with us and the decorator when applicable.
2.2 Except as permitted by applicable law which you and we cannot agree to exclude, you shall not:
2.2.1 copy, modify, or redistribute any part of the Cut & Roll platform or create other works from it.;
2.2.2 access all or any part of the Cut & Roll platform to build a competing product or service;
2.2.3 use any manual or automated software, devices, or other processes (including but not limited to spiders, robots, scrapers, crawlers, avatars, data mining tools or the like) to scrape, harvest, or download data from the Cut & Roll platform.
2.3 You are responsible for all content you share on the Cut & Roll platform. This content must not include any rude, abusive or offensive language. We reserve the right to cancel your quote and/or project if we find you have violated this policy.
2.4 In the event that you use any of the intellectual property owned by Cut & Roll other than as expressly set out in this agreement, we reserve the right to take the appropriate legal action against you.
2.5 You understand the role of the Cut & Roll platform is to quote and facilitate your project and any liability lives directly with the decorator completing the work. The primary role of the Cut & Roll platform is to act as a broker of decorating services. We will do our utmost to assist you in any complaints arising from the service received from the decorator.
2.6 Cut & Roll are not liable for any loss of profit, loss of business, business interruption or business opportunity under any circumstances.
2.7 Any reviews or comments made by members of the public on this website are their opinions only and do not form any part of the opinions or advice given by Cut & Roll about products or services we supply.
3. Data protection
3.1 Cut & Roll is a data controller of the personal data you provide to us and we collect about you in the course of our provision of the Cut & Roll platform.
3.2 We will process your personal data as set out in our Customer Privacy Policy, as updated or amended by us from time to time.
4. Quotes and projects
4.1 On the Cut & Roll platform, you obtain a quote for a project to be completed by a decorator. The Cut & Roll platform will provide a quote based on the information provided and it is your responsibility to ensure you have answered all questions correctly and to the best of your knowledge. Upon continuing with your quote, we will liaise with relevant decorators who could go on to complete the work outlined in your quote. Your contact details will only be shared once a decorator has agreed to take on the project. We cannot guarantee that we will find a decorator for all quotes.
4.2 After obtaining a quote, you will be asked to send photos which will be used to cross-reference your responses. Upon review these photos provide an opportunity to discuss any technical aspects of the project prior to the decorator attending; this makes the process run as smoothly as possible ensuring the right items are added to your quote prior to work commencing. You agree that any photos supplied during or after the quotation process are true and accurate images of what the decorator will see at the site. If, upon physical inspection of the site, it is determined that the quotation is unsuitable or technically not possible to complete, then we will inform you of why the project cannot go ahead as planned and discuss alternative options. If you decline the alternatives offered, or if no alternatives can be offered, then we will issue a full refund of your deposit. We reserve the right to decline any project at any time. Should we decline a project, no damages or expenses of any kind shall be payable to you beyond the refund of any money already paid.
4.3 We reserve the right to amend your start date if we do not receive your photos 48 hours before the project is due to start.
4.4 Once your quote has been approved upon review of your photos, you will need to pay a 15% deposit to secure your project dates. This deposit is fully refundable should you cancel with more than 48 hours notice. If you cancel a project with less than 48 hours notice a refund will only be offered at our sole discretion.
4.5 If paying by credit or debit card, the payment of all funds must be cleared 24 hours prior to the project going ahead. Payment is only deemed to have been received once the funds are showing in the Cut & Roll bank account as cleared funds. We reserve the right to push back your start date should you miss this deadline. You are entitled to a full refund minus your deposit amount should you cancel your quote after the outstanding balance has been paid
4.6 Any changes to the items detailed in your quote, will only apply when supported by an amended document issued by Cut & Roll. This must be approved by you prior to work going ahead (this approval may be carried out either by verbal confirmation or written confirmation by email.
4.7 Quotes are valid for a period of 30 days. If you would like to continue with a quote after this period a revised price will be offered that is then valid for a period of 30 days
4.8 We normally agree to a proposed start date upon acceptance of our quote however from time to time there may be circumstances outside of our control (such as the weather or delays by other trades) that prevent us from getting to you by the agreed date. In the event of this being the case, we will contact you immediately to make you aware and to agree to a change in date.
4.9 If, upon physical inspection of the site, it is determined that more equipment such as a platform or a significant amount of extra work is required such as asbestos or lead paint testing/removal, then we will inform you of any increase in costs prior to these costs being incurred. You will also be informed of any delay that may be incurred. If you decline any extra equipment or work required to facilitate the project, then you are entitled to a full refund of your deposit. If necessary we can recommend other trades such as plasterers to you on a no obligation basis.
4.10 Whilst every effort is made to ensure the timescales agreed during the ordering process are met, we reserve the right to delay the project for reasons including (for example) fires, strikes, illness, severe weather, lockouts, terrorism, war and any other causes beyond our control. Time shall not be deemed to be the essence of the Contract.
5. Carrying out works
5.1 You will need to provide free access to and from the property (both internal and external access will likely be required) on the agreed dates so that we can complete the quoted works. You must also provide free access to water and electricity (where applicable).
5.2 Our decorators will always be courteous when working in your home and expect to be treated with the same respect. We take a zero-tolerance stance against any threatening, abusive, or violent behavior. If such an incident occurs, the decorator will immediately leave your home, the police may be notified, and we reserve the right to terminate the contract.
5.3 Prior to any attendance by the decorator, it is your responsibility to secure any permissions, licences or permits that may be required to authorise the work. Examples of such permit could be a listed building consent, landlord consent or freeholder agreement.
5.4 For our decorators to work efficiently, all areas must be cleared. Please remove smaller items and breakables, and move larger furniture to another room if possible. We will cover and protect items that cannot be moved, but we are not liable for damages in areas that are difficult to protect. You can opt for a chargeable clearing service, but by proceeding, you accept that not everything can be fully protected, and a decorator may take a photo of any difficult areas for our records.
5.5 In most cases painting and wallpapering can be carried out without the need to remove your radiators. The decorator will determine this on the day and if required they will remove them for a better standard of finish. It is your responsibility to ensure your heating system is re-pressurised once replaced. Or alternatively, you can arrange your own plumber to take care of this.
5.6 Cut & Roll are not liable for any damage to your home which is caused as a direct result of structural defects or weaknesses at the installation address whether they are visible or not.
5.7 If our work is part of a larger project involving multiple trades, we will not be held responsible for any damage caused as a result of their actions. Should any damage of this nature occur we will be able to provide a no obligation quotation to repair or touch up the damage, it is your responsibility to pursue the person who damaged it for recompense.
5.8 Any charges for parking are to be paid by you, the customer. If a permit for parking is required, it is your responsibility to organise the permit or notify us of the restriction at least 48 hours before the decorator is due to arrive (or at the time of quotation, whichever is sooner).
5.9 Products and materials can vary in colour, texture and general appearance. Cut & Roll accepts no liability for any materials used during the project having variations in colour, texture and general appearance. When matching against existing colours, a close match is often not possible due to older products becoming obsolete and the effects of weathering over time.
5.10 The decorator will take pictures of the area before and after the works have been completed for Cut & Roll’s auditing process and for our own records. The decorator may also attend with other people including managers, supervisors, trainees or apprentices. From time to time Cut & Roll may use pictures of your project for marketing purposes.
5.11 Upon completion of all works at the property, you may inspect the work before the decorator departs. Once the appointed decorator is satisfied that the work is complete and you have been given the opportunity to inspect, then all works required to fulfil the contract are deemed to have been completed.
5.12 For safety, our decorators need access to a working phone or internet connection while on site. If there is no mobile reception, you agree to provide access to your telephone or internet at no cost.
5.13 In the event that issues arise, you agree to provide Cut & Roll with a reasonable opportunity to rectify any faults or problems by allowing access to the property and sufficient time to complete the necessary remedial work.
6. Your relationship with decorators
6.1 You agree that Cut & Roll shall not be responsible or liable for any loss or damage of any sort incurred as the result of an interaction with decorators found through the Cut & Roll platform. If there is a dispute between you and a decorator or between you and any third party, you understand and agree that Cut & Roll is under no obligation to become involved.
6.2 In the event that you do have a dispute with a decorator, you hereby release Cut & Roll, its officers and employees in rights from any and all losses, claims, demands and damages (actual and consequential) of every kind or nature.
7. Customer feedback
7.1 Once a project has completed, you may be requested to provide feedback in respect of the relevant decorator(s) used, the quality of their work and the Cut & Roll platform itself.
7.2 You shall not:
7.2.1 submit any false or misleading Feedback;
7.2.2 post any Feedback that contains any offensive, obscene or racist language;
7.3 You acknowledge and agree that we review your feedback with the aim of ensuring that it is authentic and genuine. We reserve the right to remove feedback that appears to be fake or fraudulent, or at the request of the author of such feedback, at our sole discretion.
7.4 You acknowledge and agree that we can disclose the poster of the feedback to the decorator it concerns.
8. Termination
8.1 We can end this agreement and your right to use the Cut & Roll platform if you have breached this agreement or any part of this agreement.
8.2 We may suspend or terminate your access to the Cut & Roll platform at any time if we believe there is a legal, regulatory, security, or reputational risk to our business, the platform, our decorators, or other customers.
8.3 If we suspend your access to the Cut & Roll platform, we will provide you with a statement of reasons which led to our decision. However, we won't give you such a statement if you have repeatedly breached this agreement.
8.4 You agree that Cut & Roll shall have no liability to you or any third party for any termination or suspension of your access to the Cut & Roll platform.
8.5 You agree not to attempt to use the Cut & Roll platform after this agreement has been terminated or if your access to the Cut & Roll platform has been suspended.
8.6 You may stop using the Cut & Roll platform at any time, you are not bound by your initial quote and can opt out of future communications at any time.
9. Complaints and disputes
9.1 If you have a complaint about Cut & Roll, please contact us at support@cutandroll.co.uk.
9.2 On receipt of a complaint, we will:
9.2.1 carefully consider the complaint and, if necessary, follow up in order to adequately address any issues raised;
9.2.3 process the complaint within a reasonable period of time taking into account the importance and complexity of the issue raised; and
9.2.4 inform the complainant of the result of our complaint handling process. We try to resolve all complaints by amicable and reasonable discussion. If the complaint cannot be resolved in this way, you can still go to court.
10. Changes
10.1 We will let you know via email about any changes we are making to this agreement, unless they are minor amendments which do not alter the content or meaning of this agreement.
10.2 If you do not want to accept the changes we are making, you may end this agreement.
11. Other important terms
11.1 We may transfer this agreement to another company, which would then be responsible for providing the Cut & Roll platform. We will notify you in writing if this happens, and the transfer will not affect your rights under this agreement.
11.2 This agreement is the complete understanding between you and us regarding the Cut & Roll platform. Both parties acknowledge that they are not relying on any statements or promises that are not included in this document.
11.3 Nobody else has any rights under this agreement. This agreement is between you and us. Nobody else can enforce it and neither of us will need to ask anybody else to sign-off on ending or changing it.