Service Terms & Conditions

Bigness Limited — trading as Bigness Built Environment
Company number: 16717490
Registered office: Suite RA01, 195–197 Wood Street, London, E17 3NU
Version: July 2026

1. Parties, Definitions and Application

1.1 “Bigness”, “we”, “us” and “our” mean Bigness Limited.

1.2 “Customer”, “you” and “your” mean the individual or organisation entering into the Contract with Bigness.

1.3 “Consumer” means an individual acting for purposes wholly or mainly outside their trade, business, craft or profession. “Business Customer” means a Customer who is not a Consumer.

1.4 “Services” means the inspections, assessments, coordination, management, maintenance, investigations and other services described in our accepted quotation, proposal or service agreement.

1.5 “Works” means the installation, repair, servicing, refurbishment, improvement or other physical work described in the Contract, including agreed labour and materials.

1.6 “Contract” means the agreement between you and Bigness, comprising the accepted quotation or proposal, scope of work, service schedules, these Terms and any agreed written variations.

1.7 “In writing” includes email and electronic signatures.

1.8 These Terms apply to Business Customers and Consumers. Provisions expressly identified as applying to one category apply only to that category. Nothing in these Terms excludes or restricts a Consumer’s statutory rights.

2. Contract Formation and Instructions

2.1 We will make these Terms and the relevant scope and charging arrangements available before you enter into the Contract.

2.2 For planned Services or Works, the Contract is formed when you accept our quotation or proposal and we confirm the appointment in writing, unless a signed agreement specifies another acceptance procedure.

2.3 For reactive attendance, the Contract is formed when you accept the rates and booking terms communicated to you and we accept the booking. We will provide written confirmation.

2.4 An enquiry or request for a quotation does not, by itself, constitute a confirmed booking.

2.5 If you act as a managing agent or other representative, you must identify the contracting Customer and confirm your authority to instruct us on that Customer’s behalf. Any personal guarantee or separate payment obligation must be expressly agreed.

2.6 We may rely on instructions from the authorised representative identified in the Contract until notified in writing of a change.

2.7 Where contractual documents conflict, the following order applies:

a) a signed project-specific agreement and agreed written variations;
b) the accepted quotation, proposal and service schedules;
c) these Terms.

Mandatory legal requirements take precedence.

2.8 A Business Customer’s purchase order or standard terms do not amend the Contract unless we expressly agree in writing.

2.9 Changes to an existing Contract require agreement. Revised terms published on our website do not retrospectively change an accepted Contract.

3. Scope of Services

3.1 Bigness provides Services and Works within the following areas:

a) Building Compliance;
b) Building Maintenance;
c) Building Improvements;
d) Managed Building Operations.

3.2 The Contract will identify the Services and Works included, relevant buildings or assets, deliverables, assumptions and exclusions.

3.3 General descriptions on our website explain our capabilities. The specific scope purchased is recorded in the Contract, subject to any information or representations that are binding by law.

3.4 Unless expressly included, the price excludes:

a) additional defects and remedial work identified during attendance;
b) replacement parts and additional consumables;
c) intrusive investigations, opening up and subsequent making good;
d) asbestos surveys, testing, removal and specialist hazardous-material work;
e) scaffolding, specialist access equipment and temporary works;
f) specialist design, calculations, statutory applications and associated fees;
g) flushing, chemical treatment and inhibitor dosing;
h) decorative reinstatement;
i) additional visits arising from unavailable access or incomplete preparations.

3.5 An item expressly included in the quotation remains included regardless of the general exclusions above.

3.6 We will notify you when additional work is required and obtain approval in accordance with section 5.

4. Quotations, Estimates and Rates

4.1 A fixed quotation states the price for a defined scope and its stated assumptions. An estimate is an indication of likely cost and is not a fixed price.

4.2 Quotations and estimates remain available for acceptance for 28 days unless stated otherwise. They may be withdrawn before acceptance.

4.3 Where work is charged on a time-and-materials basis, the applicable rates and additional charges will be communicated before booking.

4.4 Unless a fixed fee or another charging arrangement is agreed, reactive attendance carries a minimum charge of one hour per attending operative, followed by 30-minute charging intervals. Any requirement for multiple operatives will be explained before attendance or approved as a variation.

4.5 Chargeable time may include agreed investigation, testing, work on site, necessary material collection and client-caused waiting time. Ordinary meal and rest breaks are not chargeable.

4.6 Travel, parking, permits, congestion charges, specialist equipment, waste removal and out-of-hours charges apply only where included in the agreed price or disclosed charging arrangements.

4.7 Business prices are exclusive of VAT unless stated otherwise. Consumer prices will include applicable VAT, or explain how the total will be calculated where it cannot reasonably be determined in advance.

4.8 We may apply a trade markup to materials and equipment to cover procurement, handling, logistics and warranty administration. The Customer pays the agreed supply price; supplier discounts are not automatically passed on unless an open-book arrangement expressly provides otherwise.

5. Variations and Unforeseen Conditions

5.1 A variation may be necessary where:

a) the Customer changes the scope;
b) supplied information is materially incomplete or inaccurate;
c) concealed defects or unforeseen site conditions are discovered;
d) additional work is necessary to complete the agreed task safely or lawfully;
e) access or working arrangements materially differ from those agreed.

5.2 We will explain the proposed change, its reason and any effect on price or programme. Approval must be obtained before chargeable additional work proceeds, except as permitted under section 7.

5.3 An increase of more than 10% in relevant supplier, hire or transport costs before work starts may lead us to propose a revised price. It does not automatically amend an accepted fixed quotation.

5.4 If a proposed variation is not agreed, we will discuss whether the original scope can proceed. If it cannot, either party may end the affected part of the Contract on a fair accounting basis, subject to applicable law. A request to increase an accepted fixed price does not itself entitle Bigness to recover cancellation charges.

5.5 Written approval by an authorised representative is sufficient unless the project agreement requires a particular variation procedure.

6. Investigations, Servicing and Existing Systems

6.1 Fault investigation is a chargeable service. Payment covers the reasonable time, testing and agreed reporting undertaken, even where further investigation, specialist attendance or a return visit is necessary.

6.2 We do not guarantee that every fault can be identified or repaired during the first visit. Intermittent faults and concealed defects may require staged testing.

6.3 A diagnostic finding does not authorise replacement parts or additional repairs without the required approval.

6.4 Where an approved component replacement is reasonably justified by the investigation, its agreed cost remains payable even if further faults are subsequently identified. This does not excuse incorrect diagnosis or unnecessary replacement caused by our failure to exercise reasonable care and skill.

6.5 Servicing, maintenance or repair of an existing installation does not amount to a warranty of the entire installation or a guarantee against future failure.

6.6 We will identify material limitations, defects and recommendations discovered within the agreed scope. Further work is charged separately unless included.

6.7 Where you decline recommended work, we will record the decision and explain the reasonably foreseeable consequences. We are not responsible for loss to the extent caused by that decision, but remain responsible for our own contractual obligations and negligence.

7. Reactive Attendance and Emergency Action

7.1 Emergency or reactive attendance is subject to availability and the booking terms agreed. A response time is guaranteed only where expressly stated in the Contract.

7.2 Attendance may result in isolation, temporary stabilisation or making safe rather than a permanent repair.

7.3 Where appropriate, the Contract will identify authorised contacts and an emergency expenditure limit.

7.4 We may undertake proportionate action within that authority to address immediate danger or limit damage. Where approval cannot be obtained, we will act only within our existing authority and legal obligations.

7.5 We will report emergency action and any further work required as soon as reasonably practicable.

7.6 Temporary repairs and isolated systems will be identified as such. Reinstatement or continued use must follow the competent specialist’s safety instructions.

8. Materials, Procurement and Ownership

8.1 Non-stock materials may require collection or delivery. Any separate procurement or collection charge will be disclosed and will not duplicate a charge already included in the agreed price.

8.2 Special-order, bespoke or long-lead items may require payment before ordering. We will identify relevant cancellation and return restrictions before committing the order.

8.3 Cancellation charges for materials will reflect lawful, reasonable and genuinely unrecoverable costs after available refunds, credits and mitigation. An item is not automatically non-refundable merely because it was ordered for the Customer.

8.4 Material substitutions affecting specification, appearance, performance or compatibility require approval.

8.5 We will exercise reasonable care when assessing Customer-supplied materials. We may decline to install items we reasonably consider unsuitable or unsafe. We do not provide a manufacturer’s warranty for Customer-supplied goods.

8.6 Ownership of Bigness-supplied goods passes when paid for in full, so far as retention of ownership remains legally effective.

8.7 For Business Customers, risk in separately delivered materials passes on agreed delivery, except for loss caused by Bigness or its subcontractors. For Consumers, risk passes in accordance with applicable consumer law.

8.8 Retention of ownership does not authorise unlawful entry, removal of installed items or damage to the property.

9. Payment, Deposits and Credit Accounts

9.1 The quotation or service agreement will specify deposits, advance payments, stage payments and payment deadlines.

9.2 We may require full payment before attendance or procurement where this is expressly stated and accepted before the Contract is formed.

9.3 Unless otherwise agreed, non-account Customers must pay on completion of the agreed Services or Works.

9.4 Credit accounts require our written approval. Approved account invoices are payable within 30 days of the invoice date unless the Contract specifies otherwise.

9.5 Recurring management fees and separately instructed Works will be invoiced according to the service schedule.

9.6 Payment by an owner, insurer, tenant or other third party to the Customer is not a condition of payment to Bigness, except where mandatory law provides otherwise.

9.7 Please notify us promptly of an invoice dispute, identifying the amount and reasons. Undisputed sums remain payable, subject to applicable statutory payment procedures.

9.8 Any retention must be expressly agreed. Where a 5% snagging retention is agreed, 95% becomes payable at practical completion and the balance on completion of the relevant snagging. Access failures will be addressed under the Contract and do not automatically establish that defects have been remedied.

9.9 For qualifying business debts, we may claim interest and recovery compensation under the Late Payment of Commercial Debts (Interest) Act 1998.

9.10 For overdue Consumer payments, we may charge simple interest at 4% per year above the Bank of England base rate and reasonable, legally recoverable collection costs. We will give written notice before applying interest.

9.11 Advance payments will be credited against the Contract. Any refundable balance following cancellation or termination will be returned within the applicable legal period.

10. Construction Contract Payment and Adjudication

10.1 Where the Housing Grants, Construction and Regeneration Act 1996 applies, its mandatory payment, notice, adjudication and suspension requirements take precedence over inconsistent provisions in these Terms.

10.2 The applicable Scheme for Construction Contracts supplies any required provisions not adequately provided by the Contract.

10.3 Applicable payment notices and pay-less notices must be served in accordance with the Contract and legislation. General correspondence disputing an invoice does not necessarily satisfy those requirements.

10.4 Nothing in these Terms restricts a statutory right to refer a dispute to adjudication or to suspend performance following the required notice.

11. Access and Customer Responsibilities

11.1 You must provide safe access to the agreed work areas and the information, facilities and cooperation reasonably required for the Services.

11.2 You must disclose known hazards and provide available relevant records, including asbestos information, inspection reports, drawings and service histories.

11.3 Responsibility for permissions, licences, statutory approvals, resident notifications and third-party access will be identified in the Contract. Unless included in our appointment, you are responsible for obtaining necessary property and access permissions.

11.4 You must arrange for work areas to be cleared and valuable or fragile possessions protected. We remain responsible for damage caused by our negligence.

11.5 Required welfare, power, water and lighting arrangements must be agreed before work starts.

11.6 Where attendance is prevented or delayed by unavailable access, missing approvals or incomplete Customer preparations, reasonable wasted attendance and waiting costs may be charged at the disclosed rates. We will take reasonable steps to reduce those costs.

11.7 We may stop or postpone affected work where conditions are unsafe or necessary information is unavailable. We will explain what is required to resume.

11.8 Discovery of hazardous materials may require a separate specialist survey or remediation. Responsibility for resulting cost and delay will be addressed through an agreed variation or the applicable project contract.

12. Specialist Contractors and Dutyholder Roles

12.1 The Contract will distinguish between:

a) Services or Works delivered by Bigness through its personnel or subcontractors;
b) coordination of specialists appointed directly by the Customer;
c) procurement undertaken as the Customer’s expressly authorised agent.

12.2 Where we subcontract our obligations, we remain responsible to the Customer for their performance.

12.3 Where the Customer contracts directly with a specialist, that specialist is responsible for its own contract. Bigness remains responsible for any selection, coordination or monitoring duties included in our appointment.

12.4 Specialist assessments, regulated work and certification will be undertaken by persons with the competence and registrations required for the task.

12.5 Any appointment as Principal Contractor, Principal Designer or another statutory dutyholder must be expressly addressed where required. Duties imposed by law remain applicable regardless of contractual descriptions.

13. Building Compliance and Certification

13.1 Compliance Services cover only the inspections, records, deadlines and actions included in the agreed appointment.

13.2 Coordination of particular inspections does not certify that the entire building complies with every applicable requirement.

13.3 Reports and assessments reflect their stated scope, accessible areas, information available and conditions at the time.

13.4 Certificates and satisfactory outcomes depend on the competent specialist’s findings. Payment does not guarantee a pass, certification or approval.

13.5 Remedial work, repeat testing and specialist certification are included only where expressly stated.

13.6 Any required third-party certification scheme must be identified before work begins. General repairs do not automatically include scheme certification.

13.7 We will supply safety notices and documents within any legally required timescale. Payment disputes will not justify withholding documents that must legally be supplied.

13.8 Appointment of Bigness does not automatically transfer the Customer’s statutory duties. We remain responsible for duties imposed on us and obligations we expressly accept.

14. Managed Building Operations

14.1 Recurring Services will be described in a service schedule identifying:

a) buildings and assets covered;
b) included activities and reporting frequency;
c) authorised contacts and expenditure limits;
d) service hours and any response commitments;
e) fees, duration, renewal and termination arrangements.

14.2 Unless expressly included, the management fee covers coordination, administration, action tracking and reporting. Inspections, servicing, repairs, materials and improvement projects are separately chargeable.

14.3 We will maintain agreed records and identify outstanding actions, required approvals and material information gaps.

14.4 Actions will not be recorded as technically verified without appropriate supporting evidence.

14.5 You remain responsible for timely expenditure decisions and permissions. We will explain the effect of delayed or declined approvals on the agreed service.

14.6 Continuous monitoring, unlimited attendance and 24-hour cover apply only where expressly included.

14.7 Unless the schedule states otherwise, recurring Services continue monthly and either party may end them on 30 days’ written notice. No longer minimum term or automatic fixed-term renewal applies unless expressly agreed.

14.8 Changes to scope or fees require agreement. Ending a management appointment does not automatically cancel separately accepted Works.

15. Programmes, Shutdowns and Waste

15.1 The Contract will distinguish indicative dates from binding completion dates.

15.2 We will use reasonable care in planning attendance and notify you promptly of material delays.

15.3 Extensions of time and additional costs must follow the Contract or an agreed variation. Delay does not automatically entitle us to additional payment.

15.4 Necessary shutdowns of heating, water, electricity or other systems will be coordinated with the authorised representative, except where immediate safety action is required.

15.5 Waste removal is included only where stated. Any separately chargeable disposal arrangements will be explained before the cost is incurred.

15.6 Waste handled by Bigness will be managed in accordance with applicable legal requirements.

16. Completion, Inspection and Handover

16.1 Completion will be assessed against the agreed scope and any project-specific acceptance procedure.

16.2 We will identify outstanding items and provide the agreed completion records, reports and operating information.

16.3 Please inspect completed work where reasonably practicable and notify us of apparent snagging within seven days. Failure to do so does not automatically waive claims for defective work, concealed defects or statutory rights.

16.4 Use of an installation or occupation of the property does not by itself establish acceptance of defective work.

16.5 Where a defect is reported, we must be given a reasonable opportunity to inspect and remedy it, except where urgent action by others is reasonably necessary or applicable law provides otherwise.

17. Workmanship Guarantee and Defects

17.1 We provide a 12-month workmanship guarantee from completion for defects caused by our workmanship.

17.2 This guarantee is additional to, and does not replace or shorten, contractual or statutory rights.

17.3 The guarantee does not cover deterioration or faults caused by fair wear and tear, misuse, inadequate maintenance, unrelated pre-existing defects or third-party interference. An exclusion applies only to the extent that the relevant circumstance caused the fault.

17.4 Work on an existing installation is covered for our workmanship. It does not extend the guarantee to the entire installation or unrelated components.

17.5 Temporary or limited repairs will have their limitations explained before approval. Those limitations do not exclude responsibility for carrying out the agreed repair with reasonable care and skill.

17.6 Localised roofing repairs do not guarantee the condition or weather resistance of the roof as a whole.

17.7 Manufacturer warranties apply according to their terms and are additional to any rights against Bigness that cannot lawfully be excluded.

17.8 If an inspection establishes that a reported fault is unrelated to our work or obligations, reasonable attendance and investigation charges may apply, provided we explained the charging basis before attending. No charge applies for investigating and remedying a defect for which we are responsible.

18. Cancellation and Reprogramming

18.1 Consumer statutory cancellation rights are addressed in section 19 and take precedence.

18.2 Please notify us as soon as possible if you need to cancel or rearrange an appointment.

18.3 Subject to applicable law, cancellation less than two hours before a reactive appointment may incur the disclosed minimum attendance charge, limited to reasonable loss after mitigation.

18.4 Cancellation of planned Works may require payment for work already performed and reasonable, unavoidable procurement, mobilisation and supplier commitments.

18.5 Any project-specific cancellation schedule must be disclosed and accepted before the Contract is formed. There will be no double recovery of costs.

18.6 Deposits are not automatically forfeited. We will account for costs, apply available refunds and credits, and return any balance due.

18.7 Cancellation charges do not apply to the extent cancellation results from Bigness’s material breach.

19. Consumer Cancellation Rights

19.1 Where the Consumer Contracts Regulations 2013 provide a right to cancel a distance or off-premises contract, you may cancel without giving a reason within the applicable cancellation period.

19.2 For a service contract, this normally ends 14 days after the day the Contract is made. For a sales contract, including certain contracts involving both goods and services, the period normally runs from receipt of the goods. We will provide the applicable cancellation information before contracting.

19.3 To cancel, send a clear statement to office@bigness.co.uk or our registered office. You may use the form below but do not have to.

19.4 If you want Services to start during the cancellation period, we will obtain your express request in the form required by law.

19.5 If you then cancel, we may charge a proportionate amount for Services properly supplied before cancellation only where the legal conditions for that charge have been met.

19.6 You lose the right to cancel a service contract after full performance only where the required express consent and acknowledgement have been obtained.

19.7 The urgent-repair exception applies only within its legal scope. Additional non-urgent Services or goods beyond those necessary for the specifically requested urgent repair may retain cancellation rights.

19.8 Exceptions for bespoke goods apply only where the legal requirements are satisfied. Goods ordered from a supplier are not automatically bespoke.

19.9 Refunds, return arrangements and any lawful deductions will follow the applicable statutory requirements. Service cancellation refunds will normally be made within 14 days of notification. Different refund timing may apply to returned goods where permitted by law.

Optional cancellation form

To: Bigness Limited, Suite RA01, 195–197 Wood Street, London, E17 3NU
Email: office@bigness.co.uk

I/We give notice that I/we cancel my/our contract for the following goods/services:

Description:
Order or contract reference:
Date ordered/received:
Customer name:
Customer address:
Signature, if submitted on paper:
Date:

20. Liability

20.1 Nothing excludes or limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation or any liability that cannot lawfully be excluded or limited.

20.2 For Consumers, we are responsible for foreseeable loss or damage caused by our breach of Contract or failure to exercise reasonable care and skill. Nothing restricts mandatory rights relating to goods or services.

20.3 For Business Customers, subject to clause 20.1 and applicable law, our aggregate liability arising out of a Contract is limited to the total price paid or payable under that Contract, unless a different limit is expressly agreed. For recurring Services without a fixed total price, the limit is the fees paid or payable for the 12 months beginning with commencement of the Contract or the anniversary immediately preceding the event giving rise to the claim.

20.4 The Business Customer limitation applies only to the extent legally enforceable, including any applicable requirement of reasonableness. A different project-specific limit may be agreed before contracting to reflect the scope, risks and available insurance.

20.5 For Business Customers, subject to clauses 20.1 and 20.4, we exclude liability for loss of profit, business opportunity, anticipated savings and indirect or consequential loss.

20.6 We are not responsible for pre-existing defects or unrelated failures merely because we work on the affected property. We remain responsible to the extent that our breach or negligence causes or worsens damage.

20.7 Customers must take reasonable steps to mitigate loss. This does not require unsafe action or prevent reasonable emergency measures.

21. Business Customer Indemnity

21.1 A Business Customer will indemnify Bigness against reasonable third-party claims and associated costs to the extent directly caused by its material breach concerning authority, property access, required consents or information about known hazards.

21.2 This indemnity does not cover loss caused by Bigness’s breach, negligence or unlawful conduct.

21.3 We will notify the Customer promptly of a relevant claim, take reasonable mitigation steps and provide a reasonable opportunity to participate in its handling. We will not agree a settlement binding the Customer without its consent, which must not be unreasonably withheld.

21.4 This section does not apply to Consumers.

22. Suspension, Termination and Events Beyond Control

22.1 Either party may terminate for a material breach that remains unremedied 14 days after written notice, or after another reasonable period appropriate to the breach. Where a material breach cannot be remedied, termination may take immediate effect.

22.2 We may suspend affected work where necessary for safety or legal compliance.

22.3 Suspension or termination for non-payment requires appropriate written notice and compliance with applicable statutory procedures.

22.4 A party affected by an event beyond its reasonable control must notify the other promptly and take reasonable steps to reduce the effect.

22.5 Such an event excuses performance only to the extent it genuinely prevents or delays it. Ordinary commercial difficulty or an avoidable supplier failure does not automatically qualify.

22.6 If substantial performance remains prevented for more than 30 days, either party may terminate the affected Services on written notice, without restricting any earlier statutory termination right.

22.7 On termination, the parties will account for properly performed Services, authorised unavoidable commitments, payments received and sums otherwise lawfully due. No party may recover twice for the same loss.

22.8 We will provide a reasonable handover of Customer records, completed deliverables and known outstanding safety actions.

23. Confidentiality, Data and Documents

23.1 Each party will protect confidential information obtained through the Contract, except where disclosure is authorised, necessary for performance or legally required.

23.2 We process personal data in accordance with applicable UK data-protection law and our Privacy Policy. A separate processing agreement will be entered into where required.

23.3 Customer-supplied records remain the Customer’s property.

23.4 Bigness retains its pre-existing methods, templates and systems. The Customer may use commissioned deliverables for the agreed building and purpose, including sharing them with relevant advisers, contractors, insurers and authorities.

23.5 Reliance on a specialist report by an additional party may require the report author’s written agreement.

23.6 Identifiable case studies, testimonials and publicity photographs require separate permission.

24. Complaints, Disputes and Governing Law

24.1 Complaints should be sent to office@bigness.co.uk with the property address, contract reference and details of the concern. We will investigate and explain our response.

24.2 The parties will seek to resolve disputes through discussion and may agree to mediation. This does not prevent statutory adjudication, urgent court relief or proceedings needed to protect a legal time limit.

24.3 Where legally required following an unresolved Consumer complaint, we will provide information about an appropriate alternative dispute resolution provider and state whether we are willing or obliged to participate.

24.4 The Contract is governed by the law of England and Wales. Business disputes fall within the jurisdiction of the courts of England and Wales.

24.5 Consumers retain any mandatory protection and right to bring proceedings in the courts available to them under applicable law.

25. General Provisions and Notices

25.1 Formal notices must be sent to the email or postal address stated in the Contract. Email notices are treated as received on the next business day after sending, provided no delivery-failure notification is received. Mandatory service rules take precedence.

25.2 Neither party may transfer the Contract without the other’s written consent, which must not be unreasonably withheld. Bigness may subcontract performance while remaining responsible for its contractual obligations.

25.3 No third party may enforce the Contract under the Contracts (Rights of Third Parties) Act 1999 unless expressly stated.

25.4 If a provision is invalid or unenforceable, the remaining provisions continue to apply.

25.5 Delay in enforcing a right does not waive that right.

25.6 The contractual documents record the parties’ agreement. Nothing excludes liability for fraud, removes information binding under consumer law or excludes a representation where doing so would be unlawful.

25.7 We comply with applicable anti-bribery and modern slavery legislation and expect lawful conduct from our suppliers and subcontractors.

Contact

Bigness Limited
Trading as Bigness Built Environment
Company number: 16717490

Suite RA01
195–197 Wood Street
London
E17 3NU

Email: office@bigness.co.uk
Telephone: 020 7183 5768
Website: https://bigness.co.uk