Terms and conditions

My Retreat Garden Rooms Ltd – Terms & Conditions

Last updated: 12 February 2026

Contents

1. Definitions

Company means My Retreat Garden Rooms Ltd.
Customer means the person, firm or company entering into a contract with the Company.
Goods means all garden rooms, bases, materials, fixtures, fittings and associated items supplied by the Company.
Services means installation, construction and associated works carried out by the Company.
Practical Completion means the date the primary installation works are completed and the building is handed over for use.

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2. Application of These Terms

These Terms & Conditions apply to all contracts between the Company and the Customer and take precedence over any other terms unless agreed in writing by the Company.

If any provision of these Terms is found unenforceable, the remaining provisions shall remain in full force and effect.

These Terms and the contract shall be governed by English law and subject to the exclusive jurisdiction of the English courts.

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3. Contract Formation

A binding contract is formed when the Customer confirms acceptance of a written quotation issued by the Company, whether by signature, email confirmation, written acceptance, or payment of the required deposit (or any part payment).

By accepting the quotation, the Customer confirms that they have read, understood and agree to be bound by these Terms & Conditions (as published on this website and/or supplied as a PDF with the quotation). These Terms form part of the contract.

No verbal statements or representations shall form part of the contract unless confirmed in writing by the Company.

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4. Bespoke Nature of Products & Specifications

All garden rooms are made to order. Website images, drawings and elevations are illustrative only and do not form part of the contract.

The Company may make minor specification changes where necessary due to availability, compliance, safety, or product improvement. Any material change will be communicated to the Customer.

Measurements are subject to reasonable tolerances.

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5. Pricing

All prices include VAT at the prevailing rate (unless otherwise stated). Prices are fixed upon receipt of deposit unless the order is placed on hold beyond 90 days, after which current pricing may apply.

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6. Variations / Changes Requested by Customer

If the Customer requests changes after quotation, the Company will confirm (in writing) any change to price, specification and/or timescales. No variation will apply unless confirmed in writing by the Company.

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7. Payments

Unless otherwise agreed in writing:

  • 50% deposit is required upon order/acceptance
  • 40% is due 14 days prior to the agreed installation date
  • 10% (final balance) is due on the final day of installation (Practical Completion)

Title to Goods remains with the Company until full payment has been received. No retention is permitted unless expressly agreed in writing reflecting the cost of outstanding minor snagging works.

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8. Orders on Hold

If the Customer places an order “on hold”, the deposit remains on account. Prices remain fixed for 90 days from the date the order is put on hold; after this period, updated pricing may apply. Orders may remain on hold for up to 12 months, after which the Company may cancel the order and settle any refund due after deduction of reasonable costs incurred.

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9. Cancellations

Garden rooms are bespoke, made-to-order products built to Customer specification.

If the Customer cancels for any reason, the Customer shall be liable for the Company’s reasonable costs incurred up to the cancellation date, including (without limitation) materials ordered, manufacturing/production costs, labour committed, design work, transport, warehousing, and administrative costs. These reasonable costs may amount to up to the full contract value where manufacture/production has commenced or where costs have been committed.

If cancellation occurs after the base/ground screws have been installed (or other agreed foundation works completed), the full contract value becomes payable.

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10. Scheduled Dates, Delays & Access

Estimated installation dates and durations are estimates only. The Company will make reasonable efforts to meet the estimated schedule but is not liable for delays outside its reasonable control (including extreme weather, access restrictions, traffic, parking limitations, or third-party interference).

The Company is not liable for indirect or consequential losses arising from delay.

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11. Work on Site – Customer Responsibilities

The Customer is responsible for preparing the site in accordance with the Company’s written notes and any site survey information. The Customer must provide safe access, sufficient working clearance (normally at least 600mm around the external building footprint unless otherwise agreed), and access to electricity and water.

The Customer is responsible for any parking permits and permissions required. If preparations are not completed, additional labour, transport and return visits may be chargeable.

While every care is taken, some disturbance to access routes and surrounding areas may occur. The Company is not liable for unavoidable damage inherent to access/installation where reasonable care has been taken.

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12. Bases / Foundations

The Customer must confirm the base position on the foundation date. Once confirmed and installed, the base position cannot be changed without chargeable works.

Where an existing base (e.g. concrete slab) is used, the Company is not liable for settlement, subsidence or defects arising from that base.

Underground obstructions not reasonably identifiable at the time of installation remain the Customer’s risk.

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13. Planning Permission & Permitted Development

It is the Customer’s responsibility to confirm whether planning permission, Building Regulations approval, or other consents are required. The Company shall not be liable for any breach of planning/PD regulations.

Buildings constructed under Permitted Development are not designed for use as separate dwellings or sleeping accommodation. Use as residential accommodation may invalidate the warranty.

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14. Electrical Works

A Part P certificate will only be supplied where the Company completes a full external connection of power.

Any inspection of Customer-supplied armoured cable and consumer unit is visual only. The Customer is responsible for ensuring suitability and compliance. The Company may refuse connection or require additional works where safety compliance requires it (chargeable).

No guarantee is given as to the suitability or performance of WiFi adapters/communications devices; liability (if any) is limited to the value of the specific item supplied by the Company.

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15. Warranty (Aftercare & Warranty Terms)

15.1 Warranty Activation

The warranty becomes valid upon (i) Practical Completion and (ii) payment of the final balance in full, and is subject to compliance with maintenance obligations in these Terms.

15.2 Structural Warranty – 10 Years

The Company warrants that the structural elements of the garden room (including the steel floor frame, primary structural framing and structural roof elements) will be structurally sound for ten (10) years from Practical Completion. This warranty covers defects arising solely from faulty workmanship or materials supplied by the Company.

This warranty excludes ground movement/subsidence beyond the Company’s control, conditions not reasonably identifiable at installation, minor settlement, cosmetic movement/hairline cracking, extreme weather, third-party alterations, misuse, and lack of maintenance.

15.3 EPDM Roof – 10 Years

The EPDM membrane is covered for ten (10) years against failure due to defective installation. Life expectancy statements are estimates and not warranties. Damage caused by puncture, impact, debris build-up, tree branches, foot traffic, or third-party works is excluded.

15.4 12-Month Component Warranty

Covered for twelve (12) months from Practical Completion:

  • Electrical installations, fixtures and fittings
  • Underfloor heating systems
  • Network connections
  • Internal linings and trim
  • Floor coverings
  • Decking
  • External fascia boards
  • Internal accessories

Electrical items and appliances are covered strictly in line with the manufacturer’s warranty (typically 12 months). After 12 months, parts, labour, travel and call-outs are chargeable.

15.5 Windows & Doors

Manufacturer warranty applies (subject to manufacturer acceptance). Installation workmanship is covered for 12 months only. Door adjustments, alignment changes due to seasonal movement, lubrication, accidental damage, cosmetic marks and hardware wear and tear are not covered.

15.6 Door Maintenance

Doors must be lubricated at least every 12 months using a silicone-based lubricant (hinges, locks and moving parts). Door adjustments are routine maintenance and not covered.

15.7 Cladding

Composite: colour variation, fading, weathering and thermal expansion are normal characteristics. Clean annually with mild detergent. Pressure washing at close range may invalidate warranty.

Fibre cement: hairline cracking and natural weathering are normal characteristics and not defects.

Timber: timber may warp, split, crack or discolour and may develop superficial mould/mildew. Re-treatment every 12–18 months is recommended where applicable.

15.8 Plaster

Cracking up to 2mm is normal. Cracking above 2mm is covered for 12 months only. Adequate ventilation during drying is the Customer’s responsibility.

15.9 Ventilation & Condensation

The Customer must heat/ventilate appropriately to prevent condensation. Condensation-related issues caused by insufficient ventilation are not covered.

15.10 Flooring Care

No steam cleaners. Avoid wax/oil/polish cleaners. Use furniture pads. Sunlight-related colour change and surface wear are not covered.

15.11 Wear & Tear

Wear and tear is not covered, including decorative finishes, sealant ageing, cosmetic marks, minor movement/shrinkage, floor wear, hinge loosening, and general ageing of consumables.

15.12 Customer-Supplied Items

No warranty is provided for Customer-supplied materials/appliances. These are installed on a goodwill basis only and at the Customer’s risk.

15.13 Underfloor Heating – Furniture Requirement

Furniture must be raised on legs. Flat-base furniture may invalidate warranty for the heating system and related floor issues.

15.14 Maintenance Obligations

  • Clear gutters/roof debris at least twice per year
  • Maintain airflow beneath/around the building and keep vegetation away
  • Lubricate doors annually (silicone-based)
  • Ventilate appropriately (especially during plaster drying and gym use)
  • Do not fix items to internal/external surfaces without consulting the Company

Failure to maintain may invalidate warranty.

15.15 Call-Out Charges

If an issue is outside warranty, maintenance-related, cosmetic, wear and tear, or caused by misuse/third parties, the Company may charge a call-out fee and may require payment in advance of attendance.

15.16 Claims Procedure

Claims must be submitted in writing with photographs within 14 days of discovery. The Company must be given reasonable opportunity to inspect and rectify before third-party repairs. Unauthorised repairs may invalidate warranty. The Company will not reimburse third-party repair costs without prior written consent.

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16. Limitation of Liability (Revised & Insurance-Aligned)

Nothing in these Terms limits liability for death or personal injury caused by negligence or for fraud.

Subject to the above, the total aggregate liability of the Company shall not exceed:

  • £2,000,000 for Public and/or Products Liability claims
  • £50,000 for design/advice/specification claims
  • £25,000 for defective workmanship claims
  • the contract value for all other claims combined

The Company shall not be liable for indirect or consequential losses, including loss of profit, loss of use, loss of opportunity or business interruption.

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17. Insurance

The Company maintains Employers, Public and Products Liability insurance in accordance with UK statutory requirements. Details of cover limits are available upon written request.

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18. Amendments

The Company reserves the right to amend these Terms & Conditions from time to time. The version in force at the time the Customer accepts the quotation shall apply to that contract.

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