Terms & Conditions



Last updated 17 April 2024

  • Quotations are provided free of charge following a home survey and are valid for 30 days from the date of issue.
  • 2D and 3D plans are produced to show how your new bathroom could look. These remain the property of AHM Installations and cannot be used in any other form online or otherwise.
  • To accept a quotation, we will require a signed order form and a deposit payment. On receipt of which, the Terms and Conditions become binding, please thoroughly check the order form, and inform us of any errors before signing.
  • No person other than you and us shall have any rights to enforce or amend the order, whether under the Contracts (Rights of Third Parties Act) 1999 or otherwise.
  • We may sometimes require a secondary Technical Survey to be undertaken after an order has been placed due to the scale of the project, age of the property or any other reason we believe may benefit from a second survey. If is believed additional works, products and labour are required to those stated on the original order form we will discuss this with you, including the additional costs and ask that you sign an Amendment to Order to authorise the changes.
  • If you choose to make any amendments to the original order you will be liable to cover the cost of the products, parts, or labour.
  • We may choose not to accept your order and will provide the reason(s) for doing so. If we do not accept your Order (whether in whole or in part) we will refund any monies paid in connection with the Order (or that part of the Order that we do not accept).
  • On acceptance of an Order, we will require a deposit payment of 30% of the total order.
  • On the first day of installation, we will require an additional 60% of the total order.
  • The balance payment of 10% of the total order will be due on the final day of completion.
  • For smaller installations we may request 50% payment of the total order as deposit and the remaining 50% as the balance.
  • Payments can be made by calling 0800 731 6495 and using a debit or credit card. We also accept BACS payments; bank details are available on request.
  • If balance payments are outstanding beyond 14 days of the agreed timescales, we reserve the right to instruct recovery of the payment via a third party and all costs incurred by Us in doing so shall be payable by You. You may also be liable for additional costs charged directly to you from the recovering agent.
  • If balance payments are outstanding beyond 14 days of the agreed timescales, we reserve the right to right to charge 8% per annum on any outstanding debts and to instruct recovery of the payment via a third party along with any costs incurred by us.
  • All agreed Amendments to Order and price variations made during the installation will be added to or subtracted from the balance payment.
  • VAT rate reduction – For information on VAT Exemption or Rate reduction please refer to our Customer Handbook and/or VAT Notice 701/7 https://www.gov.uk/government/publications/vat-notice-7017-vat-reliefs-for-disabled-people/vat-notice-7017-vat-reliefs-for-disabled-and-older-people
  • If the agreed installation timeline is completed earlier than originally stated, no claim for reduced labour cost(s) will be accepted. If the agreed timeline of works increases no additional costs will be passed to you unless an Amendment to Order was agreed and signed by you.
  • We may update prices at any time.
  • Despite our best efforts, we may occasionally misprice our quotations including labour and product charges. If this happens, we will not be obliged to supply the installation or the products at the incorrect price or at all. If you do not wish to proceed with a revised price, we will refund any deposit payments you have made.
  • You have the right to cancel your order within 14 days of signing the order form, known as a ‘Cooling Off Period’ and you may do this by emailing us at info@ahminstallations.co.uk
  • If you decide to cancel the order after 14 days, including during the installation, we reserve the right to retain any deposit or interim payments made to cover goods and labour. We also reserve the right to charge for any additional expenses incurred from the cancellation.
  • If you require us to start work before the end of the 14-day Cooling Off Period, you will be required to sign a ‘Cancellation Waiver’. Should you subsequently decide to cancel your order you will be required to pay for any products ordered and costs incurred by us including labour and expenses.
  • Any uninstalled products that need to be returned/collected due to a cancellation on your part should be stored appropriately until collection. Refunds will be given for returnable items minus any collection and restocking fees imposed by our supplier.
  • Any products found to have been damaged whilst awaiting collection from your property will not be refunded.
  • If you have chosen a walk-in bath, it will be customised to your specifications and will be classed as a bespoke item. Deposit payments for bespoke items are regrettably non-refundable.
  • Refunds will be paid 7-14 days after the day on which you inform us of your decision to cancel your order and will be made using the same means of payment as you used to pay for the order.
  • We will commence the installation on the date agreed in the confirmation letter. However due to circumstances beyond our control we may sometimes ask to amend the installation date.
  • We will require sufficient access to the property (including to the loft and the garden) to allow our installer(s) to complete the works. If for any reason access is refused, we reserve the right to charge for the remainder of the installation to recoup losses.
  • On occasion, we may need to ask our suppliers to deliver products for your installation to your property a few days before work commences. We will always inform you if this is the case and on what date(s) to expect delivery. You will not be required to move or lift any heavy objects, but we kindly ask that you direct the delivery driver to where the product(s) can be stored safely.
  • We will also require a suitable area to store all the waste that is generated until the waste company removes it – typically 2-5 days following completion. An area for waste will be identified in the initial home survey. You must not add any domestic waste or other items, or it may result in delayed or non-collection by the waste company.
  • If restrictions are in place which do not allow you to store waste materials on site, you may need to apply for a permit for waste to be stored on a public road or by other means to expedite the removal of waste from a public/communal area (block of flats)
  • If we are unable to start the works or deliver the products (where applicable) as a result of your action or inaction (for example, you are not present at the property or you have not cleared the area where the services are to be provided), we will need to arrange a subsequent visit to complete the installation or deliver the Products and we reserve the right to charge you a further fee for this.
  • Any reduction in energy consumption (including any calculation of potential costs savings) that we provide to you is approximate only and, unless we have failed to take reasonable skill and care, we shall not be responsible if the reduction or savings are not achieved following the provision of the Services.
  • Our surveyors and staff are not medically trained but possess a broad knowledge of mobility products and can provide guidance on your requirements and from advice made by medical professionals or carers. Our surveyor and staff cannot provide medical advice.
  • You should not rely on the accuracy or suitability of plans provided and we always recommend conducting a second survey either conducted by us or a third party.
  • If you provide us with measurements, you must ensure they are correct and accurate. You are responsible for the accuracy of measurements you provide.
  • If there is an error in the measurements you supply and the Products and/or Services are made or supplied to those measurements, we will not refund the cost of the Products and/or Services provided, unless the Products are faulty, or we have failed to exercise reasonable skill and care.
  • We may refuse to conduct or continue with the installation if any persons in the property should become abusive or aggressive or we have any cause for concern for the safety and welfare of our installer(s) and contractors.
  • We will only discuss the quote and installation with persons named on the order form or authorised third parties.
  • We will only conduct the installation using products that you have purchased from us or an authorised third party acting on our behalf unless we agree otherwise.
  • You must ensure that the products you select within the order are suitable for your needs.
  • All products are subject to availability. If you order products which are not available from stock, we will take reasonable steps to contact you to discuss how you wish to proceed. You will have the option to wait until the Products are available from stock or cancel your Order for those Products. If the Products are unlikely to be restocked (or we are unable to contact you), we will cancel your Order for those Products and refund the price you have paid for those Products.
  • You may need to obtain any necessary planning permissions, local authority consents or other permissions if structural work is required to the property. Please check with you local Planning or Building Control departments. It is not our responsibility to check that you have obtained any required consents or permissions. You must allow us or our agent to inspect these consents and permissions if we ask.
  • You must inform us if the property where the installation is to be conducted is listed, is located within a conservation area or otherwise subject to restrictions which may impact the installation. It is your responsibility to check that the services will not violate any such restrictions.
  • We will always endeavour to keep disruption to utilities to a minimum.
  • Services required to complete the installation may be undertaken by a third party at our request.
  • If we have agreed to remove pre-existing units, fixtures, or fittings this may cause some damage to surrounding areas. We will try to limit the amount of damage caused but unless we have agreed to do so or we have failed to exercise reasonable skill and care, the installation does not include us ‘making good’ any damage caused, painting, decorating, or tiling.
  • Unless we agree otherwise or unless resulting from the negligence of us or any subcontractor appointed by us, the installation does not include, and we shall not be responsible for, the correction of:
    • any faults or failures in the supply of water, electricity, gas, or other services to the property where our services are to be provided nor any faults or failures in the water or drainage systems of any other conduits or systems connected to the property; or
    • accidental or wilful damage or defective works caused by other persons in relation to the property where our services are to be provided.
    • If additional works are:
      • found to be necessary (including the removal and disposal of asbestos and any other hazardous substances); or
      • requested by you,

    in each case during the provision of our services we reserve the right to charge additional fees for the products and/or services required. Where additional works are found to be necessary, work under your order will be suspended and we may provide you with a quotation or Amendment to Order for the additional work. If you accept the quotation and payment is received, we will recommence work under your order and conduct the additional works. The provision of additional works may be subject to separate terms and conditions.

    • Such additional work may be fundamental to the provision of the products and/or our services and, as a result, we reserve the right to suspend the provision of the products and/or our services until such additional works have been completed, whether by us or a third party to our satisfaction. If you do not agree to the additional works, you may cancel your order and you will be liable to pay the charges for the products provided and/or our services conducted prior to cancellation. You will receive a refund for any works that have not yet commenced, or products not yet purchased. If you cancel your order and any products have been purchased to your specification with bespoke measurements no refund will be given for these items.
    • If you do not agree to the additional works and cancel your order we will not be responsible for returning the bathroom/room back to its original state or ‘making good’ any damage or disruption caused and we will not be require to plaster, paint, decorate or tile unless we have agreed to do so or we have failed to exercise reasonable skill and care.
  • Installations are covered by a 12-Month Warranty as standard and covers defects arising from workmanship during the original installation.
  • The period of warranty commences on the final day of installation when we consider your bathroom to be useable.
  • If an issue arises due to a workmanship error within the warranty period, we will rectify the issue.
  • Bathroom furniture and products are covered by their own manufacturer’s guarantees, and your installer will have provided the necessary paperwork at the time of installation register these.
  • If a product fails and you require a replacement, we may be able to reinstall subject to standard call out and labour charges.
  • If you notify us of an issue with workmanship or products, we require reasonable opportunity to inspect these in their installed location. If it is not reasonably practicable for the product to remain in situ, the product should be retained for inspection.
  • We reserve the right to instruct a third party of our choice to inspect the products to determine the cause of any alleged defect in the product before confirming the defect and replacing the product.
  • Extended 2 or 3-Year Warranty packages are available at an additional cost and must be purchased within 30 days of completion of the bathroom.
  • If we are called out within the 12-Month or Extended Warranty period and the issue is not covered by the warranty terms we will charge £90 for the first 30 minutes, followed by £80 for every hour thereafter.
  • If we are called out and the 12-Month Warranty or Extended Warranty has ended the above call out charges will apply.
  • Misuse, negligence, intentional damage, natural disasters, or changes to the installation.
  • Silicone, sealants, grouts, siphons, wastes, valves, and toilet seats.
  • Requests to move shower seats which have been installed against our advice on the same wall as the shower during our original installation.
  • Products covered by their own manufacturer guarantees.
  • Normal wear and tear.
  • Natural discolouration that may occur over time.

Contact us via email at ahminstallations.co.uk or in writing at our head office address or call us on 0800 731 6495. You will need to provide your invoice or proof of purchase.

  • If any products are provided to you by us or an authorised third party on our behalf, on delivery of the products to you (or collection of the products by you), all risk of damage to, or loss of, them shall pass to you and you will be responsible for them.
  • You may need to safely store any products which are delivered to you before your installation commences (where applicable).
  • Ownership of the products will only pass to you on the latter of us:
    • receiving full payment for the products from you; and
    • providing the products to you.
  • Until ownership of the products passes from us to you, you shall hold the products on our behalf and shall store the products appropriately. We may, before ownership of the product passes to you, require you to deliver up the products to us and, if you fail to do so, may repossess the products. You grant us an irrevocable licence to enter, with or without vehicles, any of your premises for the purpose of inspecting or repossessing the products.
  • On receipt of the products if you notice there is any problem, or if they are defective or damaged you must notify us as soon as possible. Claims may be reduced or rejected if we have not been given an opportunity to put matters right.
  • Natural products may show colour variations. We cannot accept liability for any discoloration or variation in the colour of natural products.
  • We will take reasonable steps to display as accurately as possible the colours, appearance and other details of products that appear on our website and in our brochures and other media. However, we cannot guarantee that the images will exactly reflect the colour or appearance.
  • Colours such as white can vary and we cannot guarantee an exact match if multiple items have been ordered from different suppliers.
  • Any information on our website and in our brochures and other media regarding size, weight, capacity, specifications, dimensions, and measurements of product(s) is included as a guide only. If you are concerned about the precise size, weight, capacity, specifications, dimensions, or measurements of any product you require, we recommend that you contact us prior to placing an order and/or purchasing a product.
  • We will collect and process personal information about you to administer and process your order, and to provide the home survey, products, and our services. If any of these are provided by a third party on our behalf, your personal information will be passed to the third party for those purposes.
  • We may also engage third parties and review bodies to verify and audit the services that are performed for quality control and regulatory purposes; in these circumstances, your personal information will be disclosed to the third party.
  • Calls to our Head Office may be monitored and/or recorded for quality control and training purposes.
  • We may update these Terms and Conditions from time to time without prior notice. When you place an order, the Terms and Conditions in force at that time will apply. These Terms and Conditions were last updated on 17 April 2024.
  • If you are unhappy with our services and wish to make a complaint you can do so in writing by emailing info@ahminstallations.co.uk or by writing to us at AHM Installations Ltd, Unit 7/8 Flexspace, Roman Way, South Hykeham, Lincs LN6 9UH. Order numbers, names and address must be quoted.
  • We will respond to your complaint within 14 working days.
  • If we have not been able to resolve your complaint you may contact The British Healthcare Trades Association (BHTA). The BHTA is a recognised mediator within the healthcare industry, ensuring that you have complete peace of mind when buying products and services from us. To find out more about the BHTA please visit http://www.bhta.net/

Your Legal Rights & Adjudication Service

Mediation and Arbitration Service

If we have been unable to resolve your complaint for you, you may wish to use an Arbitration Service. Assisted Health & Mobility Ltd is a registered full member of the British Healthcare Trades Association (BHTA). The BHTA is a recognised mediator within the healthcare industry, ensuring that you have complete peace of mind when buying products and services from us. To find out more about the BHTA please visit http://www.bhta.net/.

  • Nothing in these Terms affects your legal rights, for example in relation to Products which are faulty. Advice about your legal rights is available from your local Citizens’ Advice Bureau or trading standards office.
  • If you have any questions, complaints or concerns with respect to your Order or these Terms, please contact us as follows:
  • By telephone: on 0800 731 6495 (lines are open 9am to 5pm weekdays, 10am to 4pm Saturday and Sunday), please note that during busy periods or outside these hours you will be directed to our out oh hours call centre;
  • By email at: info@ahminstallations.co.uk
  • By post at: Unit 7/8 Flexspace Roman Way, South Hykeham, Lincoln, Lincolnshire LN6 9UH
  • If we have to contact you or give you notice in writing, we will do so by email or by hand or by pre-paid post to the address you provide to us in your Order or we otherwise hold for you.

This Guarantee is offered by AHM Installations, a trading name of Assisted Health and Mobility Ltd, Unit 7/8 Flexspace, Lincoln, LN6 9UH. Assisted Health and Mobility Ltd guarantee for 12 months from the date of purchase all supplied baths, sinks, ceramic toilet pans and cistern, shower trays, cabinets, cabinet hanging brackets, hinges, cabinet panels, adjustable legs, door and drawer fronts, shower mixer controls, taps. Where an individual product has a separate guarantee period that is longer than 12 months that time period will apply. Some products offer extended warranties upon registration with the manufacturer, details of which will be left for the customer to apply for.

Sealants and silicone have a 3-month guarantee.

This guarantee is subject to the terms and conditions below.

Further information on our warranty is contained within the Customer Handbook (also available online)

  • This Guarantee relates to products purchased for domestic use only
  • If the product fails due to a defect in materials or workmanship within the guarantee period AHM Installations will repair or replace the affected product or part. Where the product is no longer available, the company will at its discretion, provide you with a replacement product of similar specification
  • These are the only remedies available under this Guarantee
  • All claims must be supported with the original receipt or other reasonable proof of purchase
  • The guarantee assumes the product has been installed and maintained in accordance with the product instruction manual
  • The Guarantee applies to the single product in question and does not extend to the replacement of other products in the bathroom, general household fittings or furniture
  • The Guarantee is non transferable to a new owner of the product if the product has been removed from the premises in which it was first installed and then reinstalled in other premises
  • All claims must be made as soon as reasonably practicable once the defect has been discovered.
  • AHM Installations require reasonable opportunity to inspect the product in the installed situation. In circumstances where it is not reasonably practicable for the product to remain in situ, the product should be retained for inspection
  • AHM Installations reserves the right to instruct a third party of its choice to inspect the Products to determine the cause of any alleged defect in the Product before confirming the defect and replacing the Product

What Is Not Covered

  • Toilet seats, toilet fittings, siphons, wastes and valves
  • Products that have been damaged or neglected as a result of a failure to, assemble, install, use or care for the products in accordance with the instructions and general good plumbing practice
  • AHM Installations will not accept responsibility under this Guarantee if a product is damaged or becomes defective due to modification, misuse, neglect, infestation, wilful or accidental damage or act of God
  • Replacement of other products in the bathroom, general household fittings or furniture or the repair of other consequential or incidental damage arising from a defective product that could not be reasonably foreseen at the time the product was purchased or installed
  • Products damaged as a result of the use of strong chemicals, contrary to AHM Installations’ or the manufacturer’s instructions and guidelines.
  • Products installed into business premises or domestic premises connected with business (e.g. holiday lets)
  • Normal wear and tear
  • Natural discolouration that may occur over time
  • Products sold or installed outside the UK or Republic of Ireland
  • This guarantee is in addition to and does not affect your statutory rights

How To Make A Claim Under The Guarantee 

  • If you wish to make a claim under the Guarantee you should contact our Head Office on 0800 7316495
  • You will be asked for a copy of your original receipt or other reasonable proof of purchase
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