Terms of Use
1. Definitions
1.1 “Company” refers to MANTOURA PTE. LTD..
1.2 “Customer” refers to any individual or entity purchasing goods and/or services from the Company. This can be a business, a couple or an individual.
1.3 “Contract” means any contract for the sale of goods or services by the Company, including maintenance, repair, refitting or refurbishing of goods.
1.4 “Goods” refers to all products, parts, accessories and materials supplied by the Company.
1.5 “Services” refers to all servicing, maintenance, installation, repairs, labour, callouts and related activities.
1.6 “Special Order Items” refers to goods not ordinarily stocked and ordered specifically for the Customer.
2. Quotations
2.1 All quotations are valid for 30 days unless stated otherwise.
2.2 All quotations are subject to errors and omissions; the Company may amend, update or withdraw quotations solely at its discretion. All quotations are indicative and subject to amendment due to supplier, shipping or other factors.
2.3 The Company may re-specify equipment where necessary.
2.4 All sale or preferential pricing is applicable while stocks last.
2.5 Any changes requested by the Customer after a quotation is accepted may be possible but will incur additional charges.
2.6 Online and offline prices may differ.
3. Existence of Contract
3.1 A Contract is formed upon: (a) written acceptance, including digital acceptance; (b) delivery of goods; or (c) the Company’s invoice—whichever occurs first.
3.2 These terms override any terms proposed by the Customer.
3.3 Amendments require written approval from the Company.
3.4 The Company reserves the right to decline, suspend, postpone or cancel orders at its discretion or where operationally necessary.
3.5 The Company is not responsible for delays in repair or servicing.
3.6 The Company will not be held responsible for any claim, loss or compensation if it is unable to repair or service goods in a timely fashion.
4. Prices
4.1 Prices are in GBP and include VAT unless stated.
4.2 Prices may be adjusted for increases in labour, materials, transport, storage or other costs solely at the Company’s discretion.
4.3 Any additional works, access equipment, lifting equipment, delays or variations requested by the Customer or the Customer’s contractors will incur further charges.
5. Payment
5.1 Payment terms appear on invoices or quotations; payment is due immediately unless stated otherwise.
5.2 Deposits are deemed acceptance of the Contract.
5.3 The balance of payment for goods is due 7 working days prior to delivery or installation.
5.4 Time for payment is of the essence. Overdue amounts incur interest of 2.5% per month plus recovery costs.
5.5 Failure to make payment may result in cancellation of the order and forfeiture of deposits.
5.6 Service and maintenance calls must be paid in full before the Company attends.
5.7 Additional on-site labour time and/or parts will be chargeable and payment is due immediately upon completion.
5.8 The Company will not underwrite any guarantee or warranty until payment is received in full.
5.9 Cancellation fees are 30% for stock items or servicing, and 50% for special-order items or parts, or swimming pools. A restocking and administration fee of 15% is charged on all products.
- No refunds will be provided for labour time incurred on site during service, maintenance or call-out visits.
- Service visit cancellations require a minimum of 24 hours’ notice. Cancellations made within 24 hours of the scheduled visit, or failure to provide suitable access, will incur the full visit charge.
- Payment terms may be amended at the Company’s discretion.
6. Risk, Delivery & Performance
6.1 Goods are delivered when made available to the Customer or the Customer’s agent.
6.2 Risk passes on delivery to the Customer’s property or site.
6.3 The Company may deliver by instalments; each instalment is a separate contract.
6.4 The Company may suspend or terminate supply if payment is not met or the Customer becomes insolvent. Deposits will be forfeited.
6.5 There are no refunds or part-refunds for special factory orders; price increases may occur.
6.6 Ownership remains with the Company until full payment. The Company may recover goods if payment terms are breached.
6.7 Charges for cranes or HiAbs must be paid directly to contractors unless otherwise agreed in the Contract.
6.8 The Company shall not be liable for delays caused by weather, access issues, third-party contractors or circumstances beyond its control.
6.9 Any lifting equipment, cranes, hiabs, forklifts or removal equipment required will be chargeable to the Customer.
6.10 Delivery dates provided by the Company are estimated and are not guaranteed.
7. Claims Notifications
7.1 Claims for non-delivery must be made within 5 days of the invoice, scheduled delivery date or delivery note.
7.2 Claims for damage, incorrect quantity or an incorrect product must be made within 7 days.
7.3 Hidden defects must be reported immediately upon delivery.
7.4 Defective parts under warranty require proof of purchase.
7.5 The Company must be allowed a reasonable opportunity to investigate claims; goods may need to be returned.
7.6 The Company is not liable if the Customer does not comply with these conditions.
7.7 One year’s labour is included; after one year, standard labour rates apply.
7.8 The Company cannot accept liability for any part failing after a service or maintenance visit.
7.9 Any issues relating to goods or servicing must be reported within 5 days of delivery or service completion.
7.10 Dissatisfaction with servicing must be reported within the same 5-day period.
7.11 The Company cannot accept liability for any part failing after a service visit. Such failure is deemed unrelated to the Company’s work.
8. Suitability of Goods
8.1 The Customer is responsible for ensuring the suitability of goods.
8.2 The Company provides guidance, but the Customer remains responsible for checking the installation space.
8.3 Chemicals and consumables are non-refundable.
8.4 Any opened or used items are non-refundable.
8.5 The Company accepts no liability where the Customer’s requirements exceed the product’s specifications.
8.6 Customers are advised to seek professional advice for installation requirements.
9. Extent of Liability
9.1 The Company is not liable for indirect or consequential loss, except to the extent liability cannot lawfully be excluded.
9.2 If goods are missing or defective, the Company may replace, repair or credit them at its discretion.
9.3 Replacement or repaired goods will be delivered to the original delivery point.
9.4 The Contract remains valid for unaffected goods; no set-off is permitted.
9.5 No claims will be accepted where customer modifications or specifications caused defects.
9.6 The Company is not liable for goods lost or damaged in transit; claims must be made against the carrier where applicable.
9.7 Subject to applicable consumer law, liability is limited to the invoice value of the goods.
9.8 The Company only warrants parts it supplies and installs. Customer-supplied parts have no warranty from the Company.
9.9 The Company is not liable for damage to Customer property during installation or works, except to the extent caused by the Company’s negligence or otherwise required by law.
9.10 The Customer is responsible for site readiness and, where required, obtaining all planning permissions for goods and/or works.
9.11 The Customer must be physically present for delivery, installation, service or maintenance. If access is not available or the Customer is not present, redelivery, refitting, handover or revisit charges will apply.
9.12 The Customer must ensure clear, safe and unobstructed access for the Company at all times. Return visits are chargeable.
9.13 Access hatches, doors or openings must be provided and open ahead of the Company’s arrival so installation and/or service visits can be carried out successfully. If a visit is unsuccessful because access is not possible, return visits are chargeable.
9.14 Failed access will incur access charges payable by the Customer.
9.15 The Customer is responsible for its own electrical installations and groundworks and the Company takes no responsibility for them.
9.16 The Company reserves the right to change Contract specifications where items become obsolete, discontinued or deemed unsuitable.
10. General
10.1 The Company may subcontract work.
10.2 The Company holds a lien on Customer property for unpaid sums and may dispose of such property after notice.
10.3 Contracts may not be assigned without Company consent.
10.4 The Customer indemnifies the Company for goods made to the Customer’s design or specifications.
10.5 All Company tools, drawings and data remain Company property.
10.6 Contracts over 12 months increase by 3.5%.
10.7 Storage fees apply after 12 weeks: £40 per week for hot tubs, swim spas, saunas, steam rooms, gazebos or large goods; and £15 per week for covers, parts or accessories.
10.8 The Customer must supply suitable water and electrical connections. Return visits are chargeable.
10.9 Warranties start from the delivery date or day one on site, whichever is earliest.
11. Cancellation
11.1 We understand plans may change. Our cancellation policy ensures operational costs and supplier commitments are fairly managed. Standard cancellation is 30% for stock items and 50% for special orders.
11.2 A 15% restocking and administration fee applies to all cancelled orders.
11.3 Deposits are non-refundable unless otherwise stated.
11.4 Delivery cancellations within 48 hours of scheduled works incur a £500 plus VAT charge plus machinery costs.
11.5 Crane, helicopter, forklift or HiAb use is chargeable unless stated otherwise.
11.6 Road closure costs are payable by the Customer.
11.7 The Customer is responsible for any property damage on installation day, subject to rights that cannot lawfully be excluded.
11.8 The Customer must ensure clear access; failed access incurs charges.
11.9 Electrical delays caused by the Customer incur charges of £120 plus VAT per hour.
11.10 If the Customer’s electrical or groundworks fail, a commissioning revisit per person is charged at £360 plus VAT.
11.11 Handover and commissioning revisit rates are £425 plus VAT.
11.12 No refunds are provided for Contract changes, subject to applicable consumer law.
12. Force Majeure
The Company is not liable for delays caused by events outside its reasonable control. This can include supply-chain disruptions, labour strikes, import or export delays, severe weather, access restrictions, third-party failures and other events that could not reasonably have been prevented.
13. Governing Law
13.1 These Terms and Conditions are governed by the laws of England and Wales.
13.2 Headings are for reference only and do not affect interpretation.
14. Health & Safety
14.1 The Customer must ensure their own safety and that of their household and pets. The Customer must ensure a safe working environment is provided for the Company and take all necessary precautions.
14.2 The Company is responsible for adhering to its own health and safety policies while on site.
15. Trade Descriptions Act 1968
The Customer warrants the accuracy of any descriptions requested and indemnifies the Company against related claims. All specifications are subject to supplier change and correction of typographical errors.
16. Errors & Omissions Excepted (E&OE)
All details are subject to correction where necessary.