Question 1

Quotations

Accepted Answer

Acceptance of Quotation

By accepting the quotation provided by Calibur Glass & Glazing Ltd, the Customer confirms that they have read, understood and agreed to be bound by the company’s full Terms and Conditions.

These Terms and Conditions form part of the contractual agreement between the Customer and Calibur Glass & Glazing Ltd and govern all services, transactions and works carried out.

Acceptance of the quotation confirms agreement to all provisions contained within the Terms and Conditions, including but not limited to payment terms, deposits, installation conditions, guarantees and customer responsibilities.

Customers are advised to review the full Terms and Conditions carefully as they outline the scope of the works, contractual obligations and the rights and responsibilities of both parties.

Quotation Validity

All quotations issued by Calibur Glass & Glazing Ltd are valid for a period of 30 days from the date of issue, unless otherwise stated in writing.

After this period, Calibur Glass & Glazing Ltd reserves the right to amend or withdraw the quotation to reflect any changes in material costs, supplier pricing, labour costs or project requirements.

Acceptance of the quotation must be confirmed within the validity period in order to secure the quoted price and proposed installation schedule.

Survey and Final Measurements

All quotations provided by Calibur Glass & Glazing Ltd are based on the information, measurements and site conditions available at the time of the initial survey or quotation.

A final site survey may be required prior to manufacturing or installation to confirm measurements, structural requirements and installation details.

Should the final survey identify any changes to dimensions, specifications, structural requirements or site conditions that differ from those originally quoted, Calibur Glass & Glazing Ltd reserves the right to revise the quotation accordingly. Any such changes will be discussed with the Customer and confirmed in writing before manufacturing or works proceed.

Where products have already been ordered or manufacturing has commenced based on agreed measurements, any alterations requested by the Customer may be subject to additional charges.

Question 2

Payment terms

Accepted Answer

All payments are required in full upon satisfactory installation, unless otherwise agreed in writing prior to the commencement of works.

Payments can be made by bank transfer, card payment, or cash. However, for all amounts exceeding £2,000, payment must be made via bank transfer only, due to banking limitations and fraud prevention protocols.

An invoice will be issued immediately following completion of the installation. Full payment is due within 48 hours of this invoice being issued. Unless there is a dispute, failure to settle the outstanding balance within this 48-hour window will result in:

•	The application of late payment interest, calculated daily at the Bank of England base rate, currently 2.25%. This applies to commercial debts only, domestic debts will be charged at a reasonable loss cost.

•	Suspension of any remaining or future services (including follow-up works, remedial visits, or warranty-related inspections).

•	Your account being referred to a third-party debt collection agency. This may incur additional recovery fees and could have an adverse impact on your credit rating. Debt recovery will only take place after exhausting all other measures.

Please be aware that all legal and administrative costs incurred in the recovery of overdue payments will be chargeable in full to the customer.

We strongly recommend settling all invoices promptly to avoid any unnecessary charges or service disruptions.

If you believe there is a discrepancy or concern with your invoice, it must be raised in writing within 24 hours of receipt.

Any queries, concerns, or disputes relating to an issued invoice or the completion of works must be notified to Calibur Glass & Glazing Ltd in writing within 24 hours of invoice issue or practical completion of the project, whichever is applicable.

All such notifications must be submitted in writing to chris@caliburglass.co.uk and should clearly outline the nature of the concern with sufficient detail to allow investigation.

Failure to raise any concerns within this 24 hour period shall be deemed acceptance that the works have been completed in accordance with the agreed specification and that the invoice is correct and payable in full.

This clause does not affect the customer’s statutory rights under UK consumer law.

Question 3

Deposits and payments

Accepted Answer

Deposits and payments

To secure an installation slot and allow Calibur Glass & Glazing Ltd to proceed with ordering bespoke materials, a mandatory deposit is required for all projects exceeding £1,000.

Deposit Requirement

All windows, doors, roof systems, glass units and associated components supplied by Calibur Glass & Glazing Ltd are manufactured to bespoke measurements and specifications for the Customer’s property. Once ordered, these products are produced specifically for the Customer and cannot be reused, returned or resold.

The deposit enables Calibur Glass & Glazing Ltd to place manufacturing orders with suppliers and secure the materials required for the installation. Once the deposit has been received and the order confirmed, Calibur Glass & Glazing Ltd will commit to ordering and allocating materials specifically for the Customer’s project and reserving the agreed installation slot.

Deposit Amount

A deposit of between 35% and 50% of the total project cost is required, depending on the size, scope and complexity of the work. The exact percentage will be confirmed and agreed in writing prior to any order being placed.

Staged Payments

For larger or multi-phase projects, Calibur Glass & Glazing Ltd may request a staggered payment schedule (for example deposit, interim payment and final balance) to reflect manufacturing, procurement of materials and progress of the works. Any staged payment structure will be clearly outlined and agreed in advance.

Unless otherwise agreed in writing, the remaining balance is payable upon completion of the installation.

Accepted Payment Methods

Deposits of up to £500 may be paid via credit card for added consumer protection.

All larger payments must be made via bank transfer to the official Calibur Glass & Glazing Ltd business account.

Third Party Payments

For legal and security reasons, third party payments are not accepted. All payments must be made by the named Customer or the legal property owner.

Non-Payment

Projects will not proceed until the agreed deposit has been received in full. Failure to make the deposit within the specified timeframe may result in delays or cancellation of the booking and installation slot.

⸻

Deposit Protection and Escrow Schemes

Calibur Glass & Glazing Ltd does not operate through third-party deposit protection, escrow accounts or insurance-backed deposit guarantee schemes.

As an independent business, Calibur Glass & Glazing Ltd operates through direct contractual agreements with its customers, supported by clear written quotations, staged payment structures and manufacturer-backed product warranties.

The deposit forms part of the contractual agreement between Calibur Glass & Glazing Ltd and the Customer and is used to secure the manufacture and procurement of bespoke materials required for the installation.

⸻

Bespoke Products and Cancellation

All products supplied by Calibur Glass & Glazing Ltd are made to order and manufactured to the Customer’s specific measurements and requirements.

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, the standard cancellation rights do not apply to goods that are made to the consumer’s specifications or are clearly personalised.

By accepting the quotation and paying the deposit, the Customer acknowledges that the goods ordered are bespoke items manufactured specifically for their property. Once manufacturing has commenced, the order cannot be cancelled, as the products cannot be returned or resold.

Where cancellation is requested after an order has been confirmed, Calibur Glass & Glazing Ltd reserves the right to retain the deposit and recover any reasonable costs incurred in relation to manufacturing, materials, supplier charges and administration.

Question 4

Credit card payments

Accepted Answer

If you pay by credit card, your payment should be protected under Section 75 of The Consumer Credit Act. If you choose not to pay by credit card, it may not be protected. Credit Card payments up to £500, any further balances must be bank transferred.

Question 5

Late fees

Accepted Answer

Full payment is required within 48 hours of the invoice being issued, unless otherwise agreed in writing. We ask all customers to settle promptly to avoid disruption or additional charges.

•	Statutory Interest Charges: Overdue payments will incur statutory interest on the total invoice amount, calculated at the Bank of England base rate + 8%, in line with the Late Payment of Commercial Debts (Interest) Act 1998. For reference, the current base rate is 2.25%, meaning a total charge of 10.25% APR may apply to overdue balances.

•	Late Fee Penalties: In addition to interest, fixed late fee penalties may be charged:

•	£50 initial charge for non-payment beyond 48 hours
	•	£10 per day for each additional day the balance remains outstanding
	•	Service Suspension: If payment is not received within 7 days, all remaining 
services and remedial works will be suspended without notice, and future bookings or warranty claims may be affected.

•	Debt Collection: Accounts overdue by more than 7 days may be passed to a third-party debt collection agency. All recovery costs, including agency fees, legal expenses, and court costs, will be added to the debt and pursued in full.

•	Third Party Payments: For legal and security reasons, third-party payments are not accepted. All payments must be made by the named customer or legal property owner.

Question 6

Ownership

Accepted Answer

All materials, products, and fittings supplied and installed by Calibur Glass & Glazing Ltd — including but not limited to framework, glazing, hardware, fixings, and accessories — remain the sole property of Calibur Glass & Glazing Ltd until full and cleared payment has been received for the entire contract value.

•	Retention of Title: Legal and beneficial ownership of all supplied goods does not transfer to the customer until all outstanding balances, including any applicable interest, late fees, or collection costs, have been paid in full.

•	Damage or Loss: Until ownership transfers, the customer is responsible for the care and safeguarding of all materials on site. Any loss, theft, or damage (whether accidental or intentional) during this period may still be charged to the customer.

•	Resale or Modification: Customers are not permitted to sell, alter, or dispose of any products or materials supplied by Calibur Glass & Glazing Ltd until full payment has been made and legal ownership has transferred.

Question 7

Guarantees & Warranty Info

Accepted Answer

Calibur Glass & Glazing Ltd provides a company guarantee covering the installation and workmanship of products supplied and installed by the company.

The guarantee periods for specific products are as follows:

uPVC Window Frames

• 10 years for white uPVC frames
• 5 years for foiled or coloured uPVC frames

Sealed Double-Glazed Units

• 5 years against failure of sealed glass units (including condensation between panes), subject to normal use and maintenance.

Hardware and Moving Components

• 2 years on hardware components including handles, hinges, locking mechanisms and other moving parts.

Hardware and moving components are subject to regular use and natural wear and tear. After the guarantee period has expired, any adjustments or replacement parts required will be chargeable.

uPVC and Composite Doors

Door adjustments and easing of locking mechanisms are considered routine maintenance items due to regular use.

• Adjustments are covered for 1 year from the installation date
• Any adjustments or service visits required after this period may be subject to a call-out charge.

Manufacturer Warranties

In addition to the company guarantees above, certain products supplied by Calibur Glass & Glazing Ltd carry manufacturer warranties.

These may include, but are not limited to:

• Rehau window and door systems – manufacturer warranty (typically up to 10 years depending on product specification)
• Ultraframe roof systems – manufacturer guarantee (typically 10 years when installed in accordance with manufacturer guidelines)

Manufacturer warranties apply to the products themselves and are subject to the individual manufacturer’s terms and conditions.

Insurance Backed Guarantees

The guarantees provided by Calibur Glass & Glazing Ltd are not insurance backed guarantees.

Calibur Glass & Glazing Ltd operates as an independent company providing direct guarantees to its customers alongside manufacturer warranties on the products supplied.

Guarantee Conditions

Guarantees apply to products supplied and installed by Calibur Glass & Glazing Ltd under normal residential use and are subject to reasonable care and maintenance by the Customer.

Guarantees do not cover damage caused by misuse, accidental damage, structural movement of the property, extreme weather conditions, lack of maintenance or work carried out by third parties.

Blinds & Window Warranty Limitations

Please note that the installation of blinds directly onto our window or door products can affect the validity of your warranty. The following conditions apply:

Screw-Fixed Blind Clips

If blind clips or brackets are screwed into the window or door frame, sash, or glazing beads, this constitutes a physical alteration of the product. As such:

•	Any warranty on the affected window or door will be void.
	•	We will not accept liability for damage or performance issues resulting from such fixings.
	•	Any required repairs or replacements caused by screw-fixings into the product will be fully chargeable to the customer.

Push-In Blind Clips (Tension-Fit Behind Beads)

If blind clips are pushed or wedged behind the glazing beads, sitting against the sealed glass units, this also carries risk. In these cases:
	•	We will not accept responsibility for any cracked, shattered, or otherwise damaged glazing that may occur during or after the installation of these blind types.
	•	If glass breakage occurs where blind clips have been installed in this manner, all remedial work (including sealed unit replacements) will be chargeable in full.

General Advice

If you intend to fit blinds to our products, we strongly recommend using non-invasive methods such as magnetic, adhesive, or tension-fit systems that do not pierce or interfere with the frame, sash, or beadwork. If you are unsure, please contact us prior to installation.

Repairs and maintenance

Calibur Glass & Glazing will carry out all repair works using reasonable care, skill, and professional judgement in accordance with industry standards. Our warranty applies solely to the workmanship and materials supplied and installed by us as part of the agreed repair works. It does not extend to any pre-existing structures, installations, defects, or conditions that fall outside our scope of works. Where existing elements, site conditions, or previous installations affect the performance of the repair or limit the effectiveness of the work, we will inform the client and, where appropriate, recommend a suitable course of action based on our professional assessment. Calibur Glass & Glazing cannot accept liability for any additional defects, failures, or issues arising from or related to elements beyond the agreed scope of works.

Glass and Product Appearance

All glass units, frames and associated products supplied by Calibur Glass & Glazing Ltd are manufactured in accordance with recognised industry standards.

Due to the nature of glass manufacturing, minor imperfections such as small marks, blemishes, optical distortion or slight variations in appearance may occur. These are considered acceptable provided they fall within the tolerances set out in relevant glazing industry standards and do not affect the structural integrity or performance of the glass unit.

Glass units should be viewed at a distance of not less than two metres in natural daylight, looking directly through the glass and not at acute angles. Minor imperfections that are not visible under these conditions are considered acceptable and are not deemed a defect.

Similarly, slight variations in colour, tone or finish may occur between batches of frames, foils, trims or roofing materials due to manufacturing processes. Such variations are normal and do not constitute a product fault.

Calibur Glass & Glazing Ltd shall not be held responsible for perceived defects that fall within accepted industry tolerances.

Question 8

Conservatory Site Surveys

Accepted Answer

Conservatory surveys conducted by Calibur Glass & Glazing are subject to an hourly charge. This fee covers the time, expertise, and resources required to carry out an accurate and comprehensive assessment of the proposed works.

Should the customer proceed with the full conservatory installation project as quoted, the total cost of the survey will be deducted from the final project invoice. If the project does not go ahead for any reason, the survey fee remains payable in full and is non-refundable.

By agreeing to a conservatory survey, the customer acknowledges and accepts these terms and agrees to pay the applicable fee as invoiced. Calibur Glass & Glazing reserves the right to revise survey charges with prior notice and to withhold survey results or drawings until payment has been received in full.

Question 9

Installation details

Accepted Answer

Brickwork / render / roughcasting

All due care and attention will be taken in the installation process to preserve the condition of the building facade. If the facade is dated, broken, or worn and is suspected to be deteriorating or may break away during the installation process, we will advise on the day to the customer. It is the customers responsibility to remedy any such issues or repair works which are not directly caused by Calibur installation.

Alarm cables / telephone cables / misc. cables

As part of our commitment to providing excellent service, we take all necessary precautions to ensure that the cables entering your property remain intact and undisturbed during our work. This includes cables for your alarm system, telephone lines, internet, and other utilities.

Here’s what you can expect from us:

Identification and Protection: We will identify and clearly mark the location of all cables entering your property.
Careful Handling: Our team will handle all cables with care and take measures to protect them from damage.
Inspection: We will inspect the cables before and after our work to ensure they are in good condition.

While we will take all due care and attention, it is important to note that any repairs or maintenance required for these cables, especially for alarm or telephone systems, are the customer’s responsibility. Should any issues arise, we recommend contacting your respective service providers to arrange for repairs.

Question 10

Installation tolerances NHBC guidelines

Accepted Answer

All composite doors supplied and installed by Calibur Glass & Glazing Ltd are fitted in accordance with industry best practices and the NHBC Standards (Chapter 9.1 – Finishes) to ensure quality, performance, and compliance.

We adhere to the following NHBC-aligned tolerances:

Opening & Frame Tolerances
	•	Level of heads and sills:
±5 mm for openings up to 1.5 m wide
±8 mm for openings over 1.5 m wide
	•	Plumb of reveals:
±5 mm for reveals up to 1.5 m high
±8 mm for reveals over 1.5 m high
	•	Flatness of sills or boards: ±3 mm per metre
	•	Square reveals (≤250 mm depth): ±5 mm

Door Frame Alignment
	•	Frame plumb:
Maximum deviation of ±8 mm over the full height of the door
	•	Door leaf distortion:
Maximum 5 mm vertically and 3 mm horizontally

Clearances & Gaps
	•	Gap between door and frame (top, sides, and meeting stile): Maximum 4 mm
	•	Gap beneath the door to finished floor level:
Standard clearance is 10–22 mm, allowing for floor finishes. Where a floor finish is present, a typical clearance of approximately 10 mm is expected.

Notes

These tolerances are important to ensure:
	•	Smooth and consistent door operation
	•	Effective weather and draught sealing
	•	Long-term durability and security performance
	•	Full compliance with NHBC warranty expectations

All installations are completed within these tolerances unless otherwise agreed in writing, or where site-specific conditions (such as structural irregularities or existing building movement) limit adjustment.

Question 11

Complaints policy

Accepted Answer

The business always endeavours to provide the best service. However, on rare occasions there may be times where a customer may not be completely satisfied.
To ensure the business can put things right for you, as soon as possible after the completion of the works, please inspect the work to ensure everything has been carried out based on the contract terms and to the high standards the business aims to achieve.

Please contact the business straight away with any concerns either by phone, email or write to us. If writing, get proof of posting.

Business Complaint Procedure

On receipt of your complaint the business aims to respond within 5 days.
The business will arrange a convenient date to come and view and/or remedy the situation within 28 days.

In the unlikely event the business is unable to resolve your complaint having exhausted the business complaints procedure, it may be necessary to use another complaint service. Where the business cannot resolve the complaint to your satisfaction and/or agree to the final resolution requests confirmed to us; and both parties agree a ‘deadlock’ has been reached, you can then escalate your complaint.

The business has access to an Alternative Dispute Resolution (ADR) service for our domestic installation, service, repair and maintenance contracts as part of the Which? Trusted Traders Endorsement. If you choose to you can refer your complaint to Which? Trusted Traders’ Alternative Dispute Resolution. You will need to contact Which? Trusted Traders on 02922 670 040 who can explain if you are eligible to use their Alternative Dispute Resolution.

Question 12

Glass breakages post installation

Accepted Answer

Liability for Glass Breakage Post-Installation

At Calibur, we take great care to ensure that all glazing and window installations are completed to the highest standards of workmanship and quality. However, once the installation process is complete and the work is signed off, the following conditions shall apply regarding glass breakage:

Post-Installation Responsibility: Upon successful completion of the installation and handover of the product, Calibur shall no longer be responsible or liable for any glass breakages, cracks, or damages that occur. This includes, but is not limited to, breakages caused by:

External impacts (e.g., accidental damage, vandalism, or weather conditions such as hail).
Movement of the building structure or foundations
Improper use or misuse by the customer or third parties
Any modifications, repairs, or alterations made to the product by parties other than Calibur.

Inspection and Acceptance: It is the customer’s responsibility to inspect the glazing and windows immediately upon installation. Any defects, damages, or concerns regarding the glass must be reported to Calibur within 24-hours of installation. Failure to do so will be deemed as the customer's full acceptance of the condition of the installation.
Warranties Exclusion: While Calibur provides a warranty for the installation workmanship, this warranty expressly excludes glass breakage after installation, except in cases where breakage is proven to result from defective materials or improper installation practices by Calibur.
Glass Characteristics: Customers acknowledge that certain glass products may have inherent characteristics, such as small bubbles, slight colour variations, or minor distortions, which are standard and do not constitute defects.
No Liability for Third-Party Actions: Calibur will not be held responsible for any damage or breakage resulting from third-party actions, including contractors, maintenance personnel, or any other parties not directly associated with Calibur.

By agreeing to these terms and conditions, the customer acknowledges and accepts full responsibility for the protection and care of the glass after installation is completed.

Question 13

14-day cooling off period

Accepted Answer

Calibur Glass & Glazing Ltd - 14-day cooling off period policy for  installations

Introduction

At Calibur Glass & Glazing Ltd, we value customer satisfaction and want to ensure you are completely happy with our window installation services. To provide peace of mind, we offer a 14-day cooling-off period for all our customers. This policy outlines your right to cancel and return services within 14-days from the date of the contract signing.

Your Right to Cancel

As a customer, you have the right to cancel your window installation order within 14-days without providing any reason. This period allows you to review and consider your decision. To exercise this right, please notify us of your decision to cancel in writing, either by email or post, within the 14-day period.

How to Cancel

To cancel your order, please contact us at:

Email: chris@caliburglass.co.uk

Address: Calibur Glass & Glazing Ltd, 57 Meadowside Road, Kilsyth, G65 9EJ.

Please include the following information in your cancellation request:

Your name
Order number
Date of order
Reason for cancellation (optional)

Return of Deposits and Payments

Once you have notified us of your decision to cancel, we will process your refund within 14-days. Refunds will be made using the same method of payment that you used for the original transaction, unless otherwise agreed.

Exceptions to the Cooling Off Period /Bespoke goods & cancellation rights

Please note that the 14-day cooling-off period does not apply to the following:

Where the Contract relates to goods that are made to the Customer’s specifications or are clearly personalised, including but not limited to made-to-measure windows, doors, roof systems, frames, glass units, or any other products manufactured, ordered, or configured specifically for the Customer, the Customer acknowledges that the statutory 14-day cancellation right does not apply in accordance with Regulation 28(1)(b) of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. Once such bespoke goods have been ordered, manufactured, or production has commenced, the Contract may not be cancelled and any payments will be made from customer deposits to cover said material costs.

Custom-made or bespoke windows specifically tailored to your requirements, this includes made to measure windows, doors or any other custom sized materials.
Installation services that have already commenced with your consent
Any material costs must be paid for from any deposit amounts made out with the 14-day cooling off period, plus any charges for labour and overheads relating to the order.

What happens next

If you decide to cancel within the 14-day cooling-off period and the installation work has not started, we will process your cancellation and provide a full refund of any deposits or payments made. If the installation work has already commenced, you may still cancel, but you will be responsible for the cost of the work completed up to the point of cancellation.

Contact Us

If you have any questions about our 14-day cooling-off period policy, please do not hesitate to contact us:

Customer Service:
Phone: 0141 730 0069
Email: chris@caliburglass.co.uk

At Calibur Glass & Glazing Ltd, we are committed to ensuring you are satisfied with our products and services. Thank you for choosing us for your window installation needs.

GLAZING SERVICES IN GLASGOW & THROUGHOUT CENTRAL SCOTLAND

OUR TERMS AND CONDITIONS

Terms and Conditions / FAQs

Quotations

Payment terms

Deposits and payments

Credit card payments

Late fees

Ownership

Guarantees & Warranty Info

Conservatory Site Surveys

Installation details

Installation tolerances NHBC guidelines

Complaints policy

Glass breakages post installation

14-day cooling off period

GOT A QUESTION?

GET IN TOUCH

CONTACT US