Terms & Conditions

Our Process, Payments & What to Expect

At A&A Windows & Extensions, we believe our customers should understand exactly what to expect from us before work begins.

Whether we’re replacing a few windows and doors, transforming an existing conservatory into a year-round living space, or delivering a complete HUP! extension, we’ll explain the process, specification and payment stages clearly from the outset.

Because our projects vary considerably in size and complexity, the process and payment structure differs depending on the type of work we’re undertaking.

Every customer receives an individual written quotation or agreement confirming the specification, price, works included and payment schedule applicable to their project.

Replacement Windows & Doors

Once you have accepted our quotation, we’ll arrange for your order to be professionally surveyed.

This allows us to confirm final measurements, specifications, opening configurations, colours, glass requirements and any other details before your products are manufactured.

Payment Schedule

Our standard payment structure for replacement windows and doors is:

30% Initial Deposit
Payable when your order is placed. This allows us to proceed with the professional survey, final specification and manufacture of your products.

50% Stage Payment
Payable when your installation date is booked and confirmed.

20% Final Balance
Payable on the day of installation.

Installation

Before installation, we’ll agree an anticipated installation date with you.

The time required on site will depend on the number and type of products being installed and any additional work included within your quotation.

Our installation team will remove the existing products, install the new windows and doors and complete the associated finishing work included within your agreement.

We aim to leave your property clean, tidy and ready for you to enjoy your new products.

Snagging & Retention

Occasionally an installation can be substantially complete while a minor item still requires attention.

This could include, for example:

• A cracked or damaged sealed glass unit awaiting replacement
• A chipped or damaged handle
• A minor trim or finishing repair
• An adjustment to a window or door
• Another minor remedial item

Where there is a genuine outstanding snagging item, up to 5% of the contract value may be retained from the final balance, where appropriate, until the agreed item has been rectified.

The retention should be proportionate to the outstanding work and is not intended to delay payment of the undisputed balance where the installation has otherwise been satisfactorily completed.

Once the agreed snagging work has been completed, any retained balance becomes payable.

HUP! Conservatory Transformations

A HUP! conservatory transformation can turn an existing conservatory into a highly insulated, more substantial living space designed for comfortable year-round use.

Where the existing foundations or base are suitable for retention, it may be possible to transform the existing structure without constructing an entirely new extension from the ground up.

Depending on your individual project, the works can include removal of the existing conservatory structure, installation of highly insulated HUP! walling, a new insulated roof system, replacement windows and doors, external finishes, plastering, electrics and associated finishing work.

Survey & Design

Before proceeding, we’ll assess the existing conservatory and the proposed transformation.

Following acceptance of our proposal, we’ll undertake the necessary detailed survey and design work and confirm the final specification.

Where Building Control or other professional services form part of our quotation, we’ll also explain how these will be managed.

Payment Schedule

Our standard payment structure for HUP! conservatory transformations where no new foundations are required is:

30% Initial Deposit
Payable when your order is placed. This allows us to commence the detailed survey, design, final specification and ordering of the bespoke components required for your project.

40% Pre-Installation Stage Payment
Payable once the project has progressed through design and manufacture and we are preparing for installation.

20% Construction Stage Payment
Payable as the main transformation works progress on site and the new structure is installed.

10% Final Balance
Payable on completion of the contracted works, subject to any agreed genuine outstanding items.

The precise milestones applicable to your project will be confirmed within your individual agreement before work begins.

Complete HUP! Extensions

A complete HUP! extension is a substantial building project and involves considerably more than simply installing windows, doors or replacing a conservatory.

A&A Windows & Extensions can manage the process from the initial survey and design through to groundworks, construction of the highly insulated HUP! structure, roofing, windows and doors and, where included within your quotation, plastering, electrics and associated finishing works.

Depending on the agreed specification, we can also coordinate elements such as drainage alterations, structural openings, steelwork, Building Control and structural engineering.

The exact scope of every extension is agreed individually.

Survey, Design & Approvals

Once you decide to proceed, we’ll move into the detailed survey and design stage.

Depending on the requirements of your project, this may include:

• Detailed site survey and final measurements
• HUP! design and engineering
• Traditional foundations or an engineered base/ground screw solution
• Planning Permission or consideration of Permitted Development rights
• Building Control
• Structural engineer’s calculations where required
• Drainage considerations
• Final window and door specifications
• Roof design and specification
• Electrical requirements
• Internal finishing requirements

Not every project requires every service listed above. Your individual quotation and agreement will clearly identify what A&A is responsible for and what is included within the agreed contract price.

Payment Schedule

Complete extensions require substantial expenditure at several different stages, including bespoke manufacture, materials, groundworks and the coordination of different trades.

We therefore operate a staged payment system that keeps payments aligned with the progression of the project.

Our standard payment structure for a complete HUP! extension is:

25% Initial Deposit
Payable on acceptance of the project, allowing us to commence the detailed survey, design, engineering and ordering process.

25% Second Stage Payment
Payable as the project progresses through final design, manufacture and preparation for construction.

25% Construction Stage Payment
Payable as the main construction works progress on site.

20% Completion Stage Payment
Payable as the project moves through the later construction and finishing stages.

5% Final Balance
Payable following completion of the contracted works and resolution of any agreed outstanding items.

The precise milestones associated with each payment will be confirmed within your individual project agreement so that you know what each payment relates to and when it will become due.

Planning Permission, Building Control & Structural Engineering

The requirements for extension and structural projects vary depending on the property and the work being undertaken.

Some extensions may fall within Permitted Development rights, while others will require a planning application or another form of planning approval.

Building Control is separate from planning and may also be required.

Where these services form part of A&A’s agreed scope, we’ll explain what is required and can coordinate the relevant applications, inspections and professional information on your behalf.

Where structural calculations are required – for example, for a new structural opening or steel beam – this will also be identified as part of the project.

Your individual quotation will confirm which professional services and fees are included.

Project Timescales

We’ll always provide the best indication we can of anticipated lead times and the expected duration of your installation or building work.

Replacement windows and doors generally have a more predictable manufacturing and installation programme.

Larger extensions and transformation projects involve more stages and can be affected by bespoke manufacture, planning or Building Control requirements, structural engineering, availability of different trades, unforeseen site conditions and weather-dependent work.

Any dates or programmes provided before or during the project are therefore given in good faith based on the information available at that time.

If something occurs that materially affects the anticipated programme, we’ll keep you informed.

Changes & Additional Work

We appreciate that customers sometimes decide to change part of their project once an order has been placed or work has begun.

Where you request a change or additional work outside the original agreed specification, we’ll explain the implications and any additional cost and, wherever reasonably possible, agree this with you before the additional work is undertaken.

On larger building projects, there can also occasionally be unforeseen site conditions that could not reasonably have been identified before work commenced.

If this happens, we’ll discuss what has been discovered, explain the available options and identify any additional work or cost before proceeding wherever reasonably possible.

Completion & Snagging

Our aim is to complete every project to the standard agreed with you.

With construction and installation work, there can occasionally be minor items requiring attention at the end of a project.

Examples might include a replacement sealed glass unit, adjustment or replacement of hardware, a minor finishing repair or another small remedial item.

We will record and arrange to rectify genuine agreed snagging items.

Minor snagging does not mean that the remainder of an otherwise completed project remains unpaid. Where appropriate, a reasonable amount relating to the outstanding item may be retained until it has been rectified, in accordance with your individual agreement.

Guarantees, Certification & Aftercare

Our involvement doesn’t simply end when the installation team leaves your property.

Where applicable to the work and products supplied, customers will receive the relevant guarantees and certification associated with their installation.

Qualifying replacement window and door installations will be registered through FENSA, where applicable, and qualifying installations are supported by the appropriate insurance-backed guarantee.

For projects involving Building Control where A&A is responsible for managing the process, the applicable completion documentation will follow satisfactory completion and approval by the relevant Building Control body.

We also remain available following completion should you experience a genuine service or warranty issue.

Clear From the Beginning

Every A&A project is different.

A replacement front door is very different from transforming a conservatory, and a complete new extension can involve numerous individual stages, professional services and trades.

That’s why we believe in agreeing the important details before work begins.

Your individual written quotation and contract will confirm:

1. What we’re supplying 
2. What work is included
3. The agreed contract price
4. Your payment stages
5. The anticipated programme 
6. Known exclusions 
7. Professional services included
8. Your individual specification

Your individual quotation, contract and applicable Terms & Conditions will always take precedence over the general information provided on this page.

If you’re unsure about anything at any stage, please ask us.

We want you to understand exactly what has been agreed, how your project will progress and what you can expect from A&A Windows & Extensions from initial order through to completion and aftercare.