Terms of Service

Last updated: 11 June 2026

These Terms of Service ("Terms") govern the relationship between ProTiling, operated by Madan Dhakal ("we", "us", "our"), and any customer ("you", "your") who requests a quotation, books, or engages our residential tiling services, or who uses our website at https://protiling-construction.co.uk. Please read these Terms carefully. By requesting a quotation, accepting a quotation, making a payment, or otherwise engaging our services, you agree to be bound by these Terms.

These Terms are intended to set out clearly the basis on which we provide our services, the responsibilities of both parties, and the limits of our obligations. Nothing in these Terms affects your statutory rights as a consumer under UK law.

1. Service Scope

ProTiling provides residential wall and floor tiling services to homeowners. Our services include splashback tiling, bathroom wall and floor tiling, decorative feature walls, patio and outdoor tiling, and bespoke residential tiling projects tailored to specific property requirements.

All work is carried out as a one-time residential installation. We do not provide commercial fit-outs, subscriptions, maintenance plans, recurring billing arrangements or membership programmes. The precise scope of any project is defined in the written quotation provided to you before work begins.

Any work that falls outside the agreed scope set out in your quotation is not included in the agreed price and will require a separate quotation or a written variation agreed by both parties.

2. Quotations

Before any work is scheduled, we provide a written quotation outlining the agreed scope of work, the proposed approach and the price. Quotations are based on the information you provide, including measurements, photographs and, where necessary, an on-site assessment.

Quotations are valid for the period stated within them or, where no period is stated, for a reasonable period from the date of issue. If the project details change, or if conditions are discovered that were not apparent at the time of quotation, we may need to revise the quotation accordingly.

A quotation does not constitute a binding contract until it has been accepted by you and confirmed by us. Acceptance may be given in writing, by email, or by making a payment in respect of the quoted work.

Where the condition of surfaces, substrates or existing installations cannot be fully assessed until work begins, our quotation is based on reasonable assumptions. If additional preparation or remedial work is required, we will inform you and agree any additional cost before proceeding.

3. Project Planning

Every project begins with a review of the relevant measurements, photographs or an on-site assessment where necessary. This planning stage allows us to understand the work involved, identify any preparation requirements and confirm the scope before scheduling.

You are responsible for providing accurate information about your property and project. Where measurements or photographs are relied upon, you should ensure they are accurate and representative. We are not responsible for issues arising from inaccurate or incomplete information provided to us.

4. Materials

The arrangements for materials, including tiles, adhesives, grout and ancillary items, are confirmed in your written quotation. Depending on the project, materials may be supplied by you or sourced as agreed.

Where you supply materials, you are responsible for ensuring they are suitable, of adequate quality and available in sufficient quantity for the work. We are not responsible for delays, defects or additional costs arising from materials supplied by you, including shortages, breakages, colour or batch variations, or unsuitable products.

Natural materials such as stone and certain tiles may vary in colour, tone, veining and texture between batches and individual pieces. Such variation is a characteristic of the material and is not a defect.

5. Scheduling

Once a quotation is accepted, we will agree a convenient installation date with you and confirm the arrangements. We make reasonable efforts to begin and complete work within the agreed timeframe.

Timescales provided are estimates given in good faith and may be affected by factors beyond our reasonable control, including weather conditions (particularly for outdoor work), material availability, access issues, or unforeseen conditions discovered during the work. We will keep you informed of any significant changes to the schedule.

You are responsible for ensuring that the work area is accessible and ready for installation on the agreed date. Delays caused by lack of access, incomplete preparatory work by others, or other matters within your control may affect scheduling and cost.

6. Customer Responsibilities

To enable us to carry out the work safely and to a high standard, you agree to:

• Provide safe and reasonable access to the property and work area at the agreed times.
• Ensure that the work area is clear and ready for tiling, including the removal of furniture, fittings or obstructions where agreed.
• Ensure that any necessary utilities, such as water and electricity, are available where required.
• Inform us of any known hazards, hidden services, or relevant conditions affecting the property.
• Obtain any permissions, consents or approvals that may be required for the work.
• Make payments in accordance with the agreed terms.

Where preparatory works by other trades are required (for example plumbing, electrical or plastering), these should be completed before our work begins unless otherwise agreed.

7. Installation Process

We carry out installations to professional standards, taking care to protect your home and to keep the work area tidy. Our installation process typically follows these stages: initial enquiry, project review, written quotation, scheduling, installation, and final inspection.

Tiling and associated materials require appropriate curing and drying times. You agree to follow any reasonable guidance we provide regarding the use of newly tiled surfaces, including avoiding heavy use, exposure to water or excessive load during curing periods.

We will take reasonable care to avoid damage to your property. However, certain works may unavoidably affect surrounding surfaces (for example, removal of existing tiles may damage plaster or substrates beneath). Where this is a foreseeable possibility, we will discuss it with you. We are not liable for pre-existing defects or for the condition of substrates and surfaces beyond our control.

8. Completion and Review

On completion of the work, we carry out a final inspection and walk through the installation with you to confirm that the work has been completed in accordance with the agreed scope. This is your opportunity to raise any matters relating to the finished work.

If you identify any issue with the work at the time of the final inspection, please raise it with us so that it can be addressed. Minor adjustments that fall within the agreed scope will be attended to. Matters outside the agreed scope may require a separate quotation.

Completion of the final inspection, together with payment of any outstanding balance, signifies that the project has been delivered as agreed.

9. Payments

Payments are made securely online through our payment provider, Stripe, using the package links provided or as set out in your quotation. Payment terms, including any deposit or balance arrangements, are confirmed before work begins.

All prices are stated in pounds sterling (GBP). Package prices reflect the labour and installation described and are subject to the scope confirmed in your written quotation. Title to any materials supplied by us remains with us until payment is received in full.

10. No Recurring Billing

All our services are provided as one-time residential installations. We do not operate subscriptions, maintenance plans, recurring billing arrangements or membership programmes of any kind. You will only ever be charged for the specific project or package you have agreed to.

11. Liability Limitations

We carry out our work with reasonable skill and care. To the fullest extent permitted by law, our total liability arising out of or in connection with any project shall not exceed the total price paid by you for that project.

We are not liable for indirect, consequential or special losses, including loss of profit, loss of opportunity, or losses arising from circumstances beyond our reasonable control. We are not responsible for defects or damage arising from pre-existing conditions, materials supplied by you, work carried out by others, fair wear and tear, misuse, or failure to follow reasonable care guidance.

Nothing in these Terms excludes or limits our liability for death or personal injury caused by our negligence, for fraud, or for any other liability that cannot lawfully be excluded. Your statutory rights as a consumer are not affected.

12. Dispute Resolution

We aim to resolve any concerns quickly and fairly. If you are dissatisfied with any aspect of our work or service, please contact us in the first instance so that we have the opportunity to put matters right. Our Complaints Policy sets out how we handle complaints.

If a dispute cannot be resolved through discussion, both parties agree to attempt to resolve the matter amicably before pursuing other remedies. These Terms are governed by the laws of England and Wales, and any disputes shall be subject to the jurisdiction of the courts of England and Wales, without affecting your statutory rights.

13. Cancellations and Refunds

Cancellations and refunds are dealt with in accordance with our Refund Policy, which forms part of these Terms. Please refer to the Refund Policy for full details of how cancellations and refunds are handled at each stage of a project.

14. Changes to These Terms

We may update these Terms from time to time. The version in force at the time your quotation is accepted will apply to that project. The latest version is always available on this page.

16. Guarantees and Workmanship

We take pride in the standard of our workmanship and stand behind the quality of our installations. Where a defect in our workmanship becomes apparent within a reasonable period after completion, and where it is not the result of materials supplied by you, misuse, accidental damage, fair wear and tear, or movement in the underlying structure of the property, we will return to inspect the work and put right any genuine workmanship defect at no additional labour cost to you.

This commitment does not extend to materials, which may carry their own manufacturer warranties, nor to issues arising from substrates, plumbing, electrical work, structural movement, damp, or other matters outside the tiling installation itself. Natural variation in tiles and stone is not a defect.

17. Health, Safety and Access

We work in a safe and considerate manner and expect the working environment to be safe for us to operate in. You agree to inform us of any known hazards at the property, including the location of concealed pipes, cables or services where known. Where conditions on site present a risk to health or safety, we may pause work until those conditions are resolved.

Dust, noise and disruption are an unavoidable part of certain tiling works, particularly where existing surfaces must be removed. We take reasonable steps to minimise disruption and to protect surrounding areas, but you should expect some level of mess associated with this type of work, which we will clear on completion.

18. Photographs of Completed Work

We may take photographs of completed work for our records and, on occasion, for use in our portfolio or on our website. Such photographs show the finished tiling only and do not identify you or your address. If you would prefer that we do not use photographs of your project, simply let us know and we will respect your wishes.

19. Force Majeure

We are not liable for any failure or delay in performing our obligations where such failure or delay results from events beyond our reasonable control, including but not limited to severe weather, illness, supply shortages, utility failures or other unforeseen circumstances. Where such events occur, we will contact you to agree revised arrangements.

20. Entire Agreement

Your accepted quotation, together with these Terms and the policies referred to within them, constitutes the entire agreement between you and us in respect of your project, and supersedes any prior discussions or representations. If any provision of these Terms is found to be unenforceable, the remaining provisions will continue in full force and effect.

15. Contact

If you have any questions about these Terms, please contact Madan Dhakal at madanprotiling@gmail.com.