Terms of business

ARK Home is the trading name of ARK Home Technologies LTD, company number 17431048, of 13 Palmerston Business Park, Palmerston Drive, Fareham, PO14 1DJ. VAT number 529 8319 55. You can reach us on 01329 801011 or at [email protected].

These terms apply to surveys, repair call-outs, installations and equipment we provide to consumers at a residential property. Nothing here takes away the rights you have under the Consumer Rights Act 2015 or the Consumer Contracts Regulations 2013.

Your quote, its selected options, these terms and any later written variation form the contract. If they conflict, a specific written term on the quote takes priority. A contract forms when you accept the quote electronically or otherwise confirm acceptance in writing. We then send you a record of the accepted quote, these terms and your cancellation information to keep.

Survey charges depend on the property's postcode. Any charge is confirmed before you book. Installation quotes are fixed price for the work listed and valid for 7 days from the date we issue them. Anything found once floors come up that we couldn't reasonably have seen at survey is quoted separately and only carried out once you approve it.

Prices are fixed for the listed work and include VAT where shown. An estimate will be identified as an estimate. Optional items form part of the contract only when selected.

Because the contract is agreed away from our premises, you have the legal right to cancel within 14 days of accepting the quote, for any reason and without giving one.

To cancel, just tell us clearly before the 14 days are up — email [email protected], call 01329 801011, or write to us at the address above. You can use the model cancellation form, but you don't have to. You can view, print or download our cancellation form here.

We'll refund everything you've paid within 14 days of being told, using the same payment method. Two things to know:

• If you ask us in writing to start work during the 14 days and then cancel, you pay a fair proportion of what we've done up to that point.
• Once services you expressly asked us to start during the 14 days are fully completed, the cancellation right for those services ends if you acknowledged that consequence.
• Goods made to your specification or clearly personalised may not carry the usual cancellation right once ordered; we'll identify them before you commit. Other goods are dealt with under the applicable consumer cancellation rules.

After the 14 days, you can still cancel or move a booked date. More than 48 hours before the date, that's free. Inside 48 hours we may charge for time we can't refill and for equipment already ordered specifically for your job — never more than what we've actually lost.

We agree dates in good faith, but dates are estimates unless we expressly confirm one as fixed. We will tell you promptly about a significant delay. We are not responsible for delay caused by matters outside our reasonable control, such as unsafe conditions, unavailable utilities, supplier disruption or severe weather.

If a significant delay continues, either of us may end the affected part of the contract. We will refund payment for goods or services not supplied, less any deduction the law permits.

We need access to the rooms, loft and cupboards involved, and somewhere to work. Where furniture needs moving, we'll agree beforehand who's moving it. If we can't get access on an agreed date we may charge a reasonable call-out for the wasted visit.

You must tell us about known hazards and concealed pipes, cables or services, obtain any landlord or freeholder permission, and provide electricity and internet access where the work reasonably requires them.

The quote is based on what we could reasonably see or establish beforehand. Concealed damage, asbestos, unsafe wiring, blocked routes or other unexpected conditions may change what is possible. We will stop the affected work where appropriate, explain the issue and ask you to approve a written variation before carrying out additional chargeable work.

You do not have to accept a variation, though this may mean the original work cannot be completed as planned.

We lift and replace carpets and floorboards where needed, and clip and route cable tidily. Plastering, filling and decorating after chasing is not included unless we've quoted for it.

We install low-voltage data and PoE equipment. Anything requiring a Part P certificate is carried out by a qualified electrician, either ours or yours.

By law we must carry out the work with reasonable care and skill, and any goods we supply must be of satisfactory quality, fit for purpose and as described. If they aren't, legal remedies may include repeat performance, repair, replacement, an appropriate price reduction or rejection, depending on the circumstances.

Parts and equipment we supply have their own individual warranty terms, which vary by product and manufacturer. Our installation and repair services are covered by your statutory rights under UK consumer law. Product warranties and signing off the work do not limit those rights.

Where the job includes ordered equipment we take a materials deposit on order, with the balance due on completion. Larger jobs can be split into a payment plan agreed in writing on the quote. Payment is by card or bank transfer, due within 7 days of the invoice. Late payments may carry interest and reasonable recovery costs under the Late invoice. We may pause future work while an undisputed overdue amount remains unpaid.

Equipment remains our property until it is paid for in full, but we will not use that provision to defeat rights the law gives you. Responsibility for accidental loss or damage passes to you when the goods are delivered into your physical possession or installed at the property.

Some systems rely on broadband, power, mobile networks, cloud services, apps or subscriptions operated by others. We are not responsible for a third party changing or withdrawing its service, but we remain responsible for our own work and for information or recommendations that form part of the contract.

We're responsible for loss or damage you suffer that is a foreseeable result of us breaking these terms or failing to use reasonable care and skill. We're not responsible for loss that isn't foreseeable, or for delays caused by events outside our reasonable control. These consumer terms do not cover business losses.

We never limit our liability for death or personal injury caused by our negligence, for fraud, or for anything else the law doesn't allow us to limit.

We're an installation company, with optional ongoing monitoring and maintenance of the systems we install. We don't provide general remote IT support, computer repair, virus removal or data recovery.

If something isn't right, email [email protected] or call 01329 801011 and we'll acknowledge it within 3 working days and aim to resolve it within 14. If you're still unhappy you can seek independent advice from Citizens Advice on 0808 223 1133.

We handle your data as set out in our privacy policy and cookie policy.

Only you and we may enforce this contract. A delay in enforcing a right does not waive it. These terms are governed by English law. If you live in Scotland or Northern Ireland you can bring a claim in your local courts as well as in England and Wales. If any part of these terms turns out to be unenforceable, the rest still applies.