Terms of Service

Last updated: 15 October 2025

These Terms of Service (“Agreement”) are a legal agreement between you (“you”, “your”, or “Customer”) and Cluuo Group Ltd t/a Liftt (“Liftt”, “we”, “us”, or “our”), the owner and operator of www.liftt.co.uk (the “Site”). By accessing or using the Site, or by purchasing products or services from us, you agree to be bound by this Agreement. If you do not agree, you must not use the Site or purchase from us.

By placing an order, you confirm you are at least 18 years old.

1. Changes & Privacy

1.1 Changes to the Site

We may add, change, or remove any part of the Site or its content at any time without prior notice.

1.2 Your Information

You agree to provide accurate and complete information when purchasing products or services. We use third-party payment processors to take payments and may refuse service where information is inaccurate or incomplete.

1.3 Privacy

Our use of your personal data is described in our Privacy Policy. By using the Site or purchasing from us, you consent to processing in accordance with UK GDPR and the Data Protection Act 2018.

1.4 Call Recording Policy

We record inbound and outbound telephone calls for: (i) verifying information; (ii) training and quality assurance; (iii) complaint handling and dispute resolution; and (iv) legal and regulatory compliance. Recordings are kept securely and retained only as necessary. By calling us, you acknowledge and consent to such recording. For details, see our Privacy Policy or contact [email protected].

1.5 Installation Photographs and Marketing

We may take photographs or video recordings before, during or after installation for installation records, quality control, training, warranty administration and the resolution of complaints or disputes.

Where the Customer gives separate permission, we may also use photographs or recordings of the completed installation for marketing and promotional purposes. This may include use on our website, social media accounts, advertisements, printed materials, case studies and other promotional communications.

The Customer understands that marketing photographs may be published without editing and may include the exterior of the property, the Customer’s face, house number, vehicles or other identifying details visible when the photograph is taken.

Marketing permission is optional and is not a condition of purchasing our products or services. Refusing permission will not affect the Customer’s installation, price, warranty or service.

The Customer may withdraw their marketing permission for future use at any time by emailing [email protected]. Withdrawal will not affect use that occurred before permission was withdrawn, and we may not be able to recall printed materials or third-party social media content that has already been published or shared.

The Customer must not give permission on behalf of another identifiable adult appearing in a photograph unless that person has also agreed to its use. We will not knowingly publish identifiable photographs of children for marketing purposes without separate permission from their parent or legal guardian.

2. Accounts, Access & Acceptable Use

2.1 Logins & Passwords

You are responsible for safeguarding your login credentials and all activity under your account. Notify us promptly of any unauthorised use.

2.2 Acceptable Use

You must not: (a) circumvent security; (b) scrape or harvest content; (c) interfere with Site operation; (d) pursue illegal activity; or (e) reverse engineer Site software. We may suspend or terminate access for breach.

3. Sales Terms

3.1 Customers

We sell garage doors and installation services (“Products/Services”) to end-user customers only.

Consumer vs Business Customers: Where the Customer is not acting as a consumer (as defined by the Consumer Rights Act 2015), the provisions relating to consumer cancellation and statutory rights shall not apply. Business-to-business transactions are governed solely by these Terms.

3.2 Pricing

Prices (including any delivery/handling) are provided during survey or by email and are inclusive of VAT unless stated otherwise.

3.3 Refunds, Returns & Cancellations

Inspection: You must inspect goods immediately upon delivery or installation and notify us in writing within 7 working days of any damage or non-conformity. Failure to do so will be deemed acceptance.

Returns: A returns authorisation number is required. Pack goods in original packaging with accessories/manuals. Address: Cluuo Group Ltd t/a Liftt, Unit 5 Pilning Forge, Whitehouse Lane, Pilning, Bristol, BS35 4LR. Email: [email protected].

No refund for misuse: We do not refund items damaged by misuse, mishandling, or abnormal use.

3.4 Notice of Cancellation Rights (Consumers)

You have a right to cancel within 14 days from the date of order. Exercise this right by sending written notice to the address/email above.

If you cancel, we may retain a proportion of the deposit to cover losses. As guidance: cancellation within 7 days of order—normally 30% of total invoice value; cancellation within 14 days—normally 70% of total invoice value.

If you requested work to begin within the cancellation period and later cancel, you may be charged reasonable costs for work already performed.

3.5 Colour Variation & Batch Tolerance

Minor variations in powder-coated finishes (e.g., colour, gloss, texture) may occur between batches. Colour differences may appear under different lighting. Samples/images are indicative only. Industry-standard tolerances apply and do not constitute defects.

4. Installation, Site Conditions & Risk

Installation dates are estimates only. Risk passes on delivery/installation. We are not liable for pre-existing site issues such as uneven floors, structural defects, dampness, or other conditions affecting installation quality or operation.

5. Surveys & Appointments

5.1 Commitment to Proceed

Booking a survey indicates an intention to proceed, subject to survey findings and final quotation.

5.2 Deposit

A deposit of 50% of the quoted price is payable after the on-site survey to confirm your order.

5.3 Survey Call-Out Fee

If you do not pay the 50% deposit after survey, decline without reasonable justification, or fail to attend without 24 hours’ notice, a call-out fee of £150 + VAT is payable within 7 days.

5.4 Documentation

By proceeding to survey, you confirm receipt of relevant technical specifications and pre-contract information under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

6. Warranty

6.1 Coverage

Products carry a manufacturer’s warranty from the date of delivery/installation (as stated on your order). This does not affect your statutory rights under the Consumer Rights Act 2015.

6.2 Scope

Warranty covers material and workmanship defects of the door curtain and operating mechanism when used normally, with a suitable sub-frame and firm base.

6.3 Exclusions

• Misuse, accidental or liquid damage, third-party devices, or unauthorised modifications.
• Normal marking to the concave side/top and where the curtain runs in guide runners.
• Locking straps that fail due to obstruction, misuse, or abnormal strain.
• Cladding/trim of any type (installation defects, material defects, environmental damage, maintenance, third-party warranties).

No-fault visits: Where an issue is due to user error or the product is operating correctly, a £150 inc. VAT call-out fee applies, plus parts if required (see Section 7).

6.4 Modifications & Site Alterations (Warranty Void)

The warranty is void if any part of the product/installation is altered, adjusted, repaired, or modified by anyone other than Liftt or our authorised agents. This includes structural/mechanical changes, tampering with fixings, wiring, safety systems, reinstallation, relocation, or unauthorised service attempts.

Post-installation site changes: The warranty does not cover issues caused by alterations to the site after fitting, including lowering of the floor level (which may leave the door suspended or misaligned). We install based on conditions at the time of installation.

6.5 Warranty Transfer

This warranty applies only to the original purchaser and installation address unless otherwise agreed in writing by Liftt.

6.6 Remedies

At our option, we will repair or replace defective parts. If you choose to upgrade, you will pay the difference in price.

7. Service Call-Out Charges (User Error / No Fault Found)

If a service visit finds the product is operating correctly or the issue arose from user error, misuse, obstructions, depleted batteries, or power supply issues unrelated to the door system, a £150 inc. VAT call-out fee is payable prior to or at the visit. Additional charges apply if parts or further labour are required due to misuse or external interference.

8. Force Majeure

We are not liable for delays or failures caused by events beyond our reasonable control (e.g., extreme weather, strikes, epidemics, war). Obligations are suspended during the event and resume afterwards. If it lasts more than 90 days, either party may terminate upon written notice, without prejudice to prior accrued rights.

9. Dispute Resolution

Before taking formal action, both parties agree to attempt to resolve disputes in good faith through written communication and, where appropriate, mediation. We aim to resolve complaints quickly via [email protected]. If we cannot reach a resolution, you may use an alternative dispute resolution (ADR) provider. Details are available on request.

10. Third-Party Sites

Links to third-party sites are provided for convenience. We do not endorse and are not responsible for their content or policies. Use is at your own risk.

11. Intellectual Property

The Site and its content are owned by Liftt or our licensors and protected by intellectual property laws. All rights reserved. You may not reproduce or use content except as permitted by law or with our prior written consent.

12. Disclaimers & Limitation of Liability

Except as required by law, the Site and Services are provided “as is”. To the fullest extent permitted by law, we exclude implied warranties.

We do not exclude liability for death or personal injury caused by negligence, fraud, or any other liability that cannot legally be excluded. Subject to that, our aggregate liability to you shall not exceed (i) the amount you paid for the relevant Product/Service, or (ii) £100, whichever is greater. We are not liable for indirect or consequential losses.

13. Governing Law & Jurisdiction

This Agreement and any non-contractual obligations are governed by the laws of England and Wales. Courts of England and Wales have exclusive jurisdiction, except that consumers may bring proceedings in their local UK court.

14. Electronic Communications & Contract Acceptance

By submitting a form, confirming by email, or making payment, you agree that these Terms form a binding contract electronically under the Electronic Communications Act 2000. Notices may be sent by email or displayed on our Site and shall satisfy any requirement for written communication.

15. Accessibility

If you require these Terms or related documents in an alternative format (e.g. large print or audio), please contact [email protected].

16. General

We may update these Terms from time to time by posting a new version on the Site. If a provision is invalid, the remainder remains in force. We may assign our rights/obligations; you may not without our written consent. Headings are for convenience only.

Company details: Cluuo Group Ltd t/a Liftt, Unit 5 Pilning Forge, Whitehouse Lane, Pilning, Bristol, BS35 4LR. Email: [email protected]. Registered in England & Wales. VAT number: GB420856407. Company number: 12869305.