Terms and Conditions

These terms apply when you book work with KIWAMI Property Services and Management Ltd, use this website, or instruct us as letting or managing agent. Please read them before instructing us. Separate written agreements apply to full management and tenancy services, and where they conflict with these terms, the signed agreement takes priority.

1. About us

KIWAMI Property Services and Management Ltd is registered in England and Wales, company number 17425774, registered office 3rd Floor, St George's House, 6 St George's Way, Leicester LE1 1QZ. You can reach us at contact@kiwamipropertyservices.co.uk or on 07884 535274 for general enquiries during working hours. For emergencies, call 07503 650431. We are a member of The Property Ombudsman, membership number T14848, and registered with the Information Commissioner's Office, registration number ZC235859. KIWAMI Property Services and Management is not currently VAT registered. VAT is not applicable to the fees displayed. All fees are shown as the total amount payable. Any variable fee or third-party cost will be explained and agreed before the client becomes liable.

2. Quotes and bookings

Quotes are free and carry no obligation. A quote is based on the information and photographs you give us and is valid for 30 calendar days from the date issued, subject to availability and any changes to the scope of work. Your booking is confirmed once we have agreed a date with you in writing, by email or message.

• A quote covers only the work described in it. Materials, parts and any specialist trade are included only where the quote says so.
• If the work turns out to be different from what was described, or something is found once work begins that could not reasonably have been seen beforehand, we stop, tell you, and agree a revised price with you before continuing.
• You are responsible for making sure we can get into the property at the agreed time and that the work area is reasonably accessible. If we attend and cannot get in, we may charge a reasonable abortive visit fee. Where the property is tenanted, you confirm the tenant has been given proper notice of our visit. We may use subcontractors, and where we do we remain responsible to you for the work.

3. Prices and payment

Our call-out charge is £65 within 15 miles, which includes the first hour, plus £1 per mile beyond that for travel. Additional time is charged at £45 per hour. Same day urgent attendance is £95 and out of hours attendance is £125. Payment is due within 14 calendar days of the invoice date, unless a written agreement states otherwise. For larger jobs we may ask for a deposit or for payment in stages, and we will tell you before work starts. We may charge interest on late payment at the statutory rate under the Late Payment of Commercial Debts (Interest) Act 1998 where the contract is with a business.

4. Cancellations

If you are a consumer and you booked away from our premises or at a distance, for example by phone, email or through this website, you have the right to cancel within 14 days of entering into the contract, without giving a reason. To cancel, tell us in writing at contact@kiwamipropertyservices.co.uk before the 14 days end. If you ask us to start work during that period and then cancel, you must pay for what has already been done, and if the work is completed within the 14 days at your express request, the right to cancel is lost. To rearrange a booked visit, please give us at least 24 hours' notice where possible. Emergencies can be discussed individually. None of this affects your legal rights if the work is not carried out properly.

5. Guarantees and liability

Workmanship is guaranteed for six months from the date the work is completed. If a repair we carried out fails within six months because of our workmanship, we will return and put it right at no charge, and our subcontractors provide matching guarantees. The guarantee does not cover fair wear and tear, misuse, damage caused by others, problems caused by parts or materials you supplied, or pre-existing faults elsewhere in the property. Manufacturer warranties on parts and appliances are passed on to you and follow the manufacturer's own terms. We hold public liability insurance of £1 million and a copy of the certificate is available on request. We are 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 are not responsible for loss that is not foreseeable, for loss of profit or business interruption where you are a business, or for pre-existing defects we were not instructed to address. Nothing in these terms limits our liability for death or personal injury caused by our negligence, for fraud, or for anything else that cannot be limited by law, and if you are a consumer your rights under the Consumer Rights Act 2015 are not affected.

6. Lettings and property management

Where we act as letting or managing agent, our full list of fees for landlords and tenants is published on this website and is available in writing on request. Fees charged to tenants are limited to those permitted by the Tenant Fees Act 2019. Deposits are capped at five weeks' rent where the annual rent is under £50,000, and tenancy deposits are protected in a government approved scheme within 30 days of receipt.

7. Website content

The content of this website is provided for general information. Property details, availability and prices are given in good faith but do not form part of any contract, and we may update or remove them at any time. All content, branding and images on this website belong to KIWAMI Property Services and Management Ltd or our licensors and may not be reproduced without permission.

8. Contacting us, complaints and governing law

If you have a question about these terms, contact us at contact@kiwamipropertyservices.co.uk or on 07884 535274. If something goes wrong, please tell us, and our Complaints Procedure explains how we handle complaints and where you can take the matter if you are not satisfied with our answer. These terms are governed by the law of England and Wales, and the courts of England and Wales have jurisdiction.