These terms and conditions govern the provision of emergency glazing services by Emergency Glazing London.
Last updated: 21 April 2026
These terms and conditions ("Terms") set out the basis on which Emergency Glazing London ("we", "us", "our") provides emergency glazing, boarding-up, window replacement, and related services to you, our customer ("you", "your"). Please read them carefully before booking work with us. By asking us to carry out work, you agree to be bound by these Terms.
These Terms apply to all work we carry out for you, including emergency call-outs, scheduled work, and any follow-up visits. They may be supplemented by a written quotation, job sheet, or invoice, which together form the contract between us.
Nothing in these Terms reduces your statutory rights as a consumer under the Consumer Rights Act 2015, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, or any other applicable UK consumer protection law.
We provide emergency and scheduled glazing services including, but not limited to, glass repair and replacement, boarding up, window and door glass installation, safety glass fitting, shop front repair, double-glazing repair, and associated works. The precise scope of the work we will do for you is recorded in our written or verbal quotation and the job sheet signed on completion.
You can book work by calling us, emailing us, or submitting an enquiry through our website. Your booking is an offer to enter into a contract with us. A contract is formed when we:
We aim to give you a clear quote before any work begins, either by phone, email, or on-site. Unless stated otherwise in writing:
Estimates given over the phone before a site visit are indicative only and may be revised once our glazier has inspected the property.
We aim to reach any address within Greater London within 30 to 60 minutes of your call for genuine emergencies. However, response times are targets rather than guarantees and can be affected by traffic, weather, the volume of calls we are handling, and the time of day. We do not accept liability for delays caused by circumstances beyond our reasonable control.
Our charges are based on labour, materials, travel, and any applicable emergency or out-of-hours uplift, each of which will be set out in your quote or invoice.
You are responsible for providing safe and reasonable access to the work area. You confirm that:
We will take reasonable care to protect your property during the work. You agree to move or protect any fragile or valuable items from the immediate work area before we arrive where possible.
We will carry out all work with reasonable skill and care, in line with the standards expected of a competent glazier, and in compliance with applicable UK Building Regulations (including Approved Documents K, L, N, and Q where relevant).
All new glass and labour are guaranteed for 12 months from the date of installation against defects in materials and workmanship, provided:
The manufacturer's warranty applies to sealed units and frames and may be longer than our 12-month labour warranty. This guarantee is in addition to, and does not affect, your statutory rights under the Consumer Rights Act 2015.
Under the Consumer Rights Act 2015, services we supply to you must be:
If we fail to meet these standards you can ask us to perform the service again at no extra cost, or receive a price reduction, depending on the circumstances. Nothing in these Terms limits or excludes these statutory rights.
For contracts entered into at a distance or off-premises (for example, by phone or online), you have the right to cancel within 14 days of the contract being formed, under the Consumer Contracts Regulations 2013.
Important: where you ask us to begin work during the 14-day cancellation period (which is usually the case for emergency glazing), you agree that:
To cancel, contact us by any means at the details in section 1. Where the cancellation right applies and is exercised in time, we will refund you without undue delay and in any event within 14 days of receiving your cancellation.
If you need to cancel or reschedule a booked (non-emergency) appointment, please give us at least 24 hours' notice. We reserve the right to charge a reasonable call-out fee to cover costs where:
If you are not happy with the work we have carried out, please contact us as soon as possible and in any event within 30 days, and we will do our best to put things right. Please write to us at info@emergencyglazinglondon.com, call 020 4634 6045, or write to our trading address in section 1.
We will acknowledge your complaint within 5 working days and aim to provide a full response within 14 working days. If we cannot resolve the matter to your satisfaction, you may be entitled to refer your dispute to an Alternative Dispute Resolution (ADR) provider or, if you paid by card, your card issuer under chargeback rules. Consumers in the UK can also seek advice from Citizens Advice at citizensadvice.org.uk.
We hold public liability insurance covering the work we carry out. A copy of our certificate is available on request. Where you wish to claim on your own home, contents, or commercial insurance for the cost of the glazing work, we will provide reasonable documentation (quote, invoice, photographs, report) to support your claim.
Nothing in these Terms limits or excludes our liability for:
Subject to the above:
These limits do not reduce your statutory rights as a consumer.
We are not liable for any failure or delay in performing our obligations where the failure or delay is caused by events outside our reasonable control, including (without limitation) severe weather, flooding, fire, road closures, industrial action, acts of government, pandemic, or disruption to utilities or telecommunications. If such an event occurs, we will contact you as soon as reasonably practicable to agree how to proceed.
We may use approved subcontractors to carry out all or part of the work. We remain responsible to you for work carried out by subcontractors acting on our behalf.
We process your personal data in accordance with our Privacy Policy, which explains what data we collect, why, and your rights under UK GDPR.
We may update these Terms from time to time. The version in force at the time you book work with us is the version that applies to that job. The latest version is always available on our website.
These Terms and any contract between us are governed by the laws of England and Wales. Any disputes will be subject to the non-exclusive jurisdiction of the courts of England and Wales. If you live in Scotland or Northern Ireland, you may bring proceedings in your local courts.
If any part of these Terms is found to be unenforceable, the rest will continue to apply. Where possible, the unenforceable part will be treated as modified to the minimum extent necessary to make it enforceable while keeping the original intention.
Only you and we have rights under these Terms. No other person has any rights to enforce any of them under the Contracts (Rights of Third Parties) Act 1999.
If you have any questions about these Terms, please contact us:
