Last updated: 12/03/2026

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Terms and conditions of business between Hideaway Living Ltd and the Customer

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1. Definitions:

Agreement: The Order Form, Project Overview, Project Summary, Project Objectives, Project Scope, Optional Extras, Project Costs, Project Constraints, these Terms and Conditions, and any additional terms or modifications expressly agreed to in writing via email by both parties.

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Company: Hideaway Living Ltd, trading as Hideaway Garden Rooms.

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Customer: The person(s), firm, or company who purchases a Garden Building from the Company

Installation Site: The site specified by the Customer for installation of the Garden Building, as described in the Project Overview.

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Garden Building: The Garden Building specified in the Project Overview above (which for the avoidance of doubt shall not include any Optional Extras)

Structural Elements: Means the foundation, timber frame of the floor, roof and external walls of the building

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Non-Structural Elements: Means any parts of the Garden Building which are not either Structural Elements or Optional Extras, including (without limitation) all external or internal cladding, windows, and doors

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Optional Extras: The optional extras supplied by the Company or third parties, made available to the Customer and specified in the Order Form

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Order Confirmation: The order confirmation issued to the Customer following receipt of a signed Order Form and the requisite deposit

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Order Form: The order form accepted on the Company’s website, by email, in writing, or through any legally recognised electronic signature platform (such as Docusign or a scanned signed copy), confirming the Customer’s acceptance of these Terms.

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Property: The property within or upon which the Installation Site is located

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Terms: The terms and conditions set out below

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2. Basis of Sale

2.1. The Company will sell the Garden Building subject to these Terms.

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2.2. The Agreement constitutes the entire agreement between the parties and supersedes any prior discussions, negotiations, representations, understandings or agreements between them relating to the subject matter of the Agreement.

The Customer acknowledges that they have not relied on any statement, promise, representation or assurance made or given by or on behalf of the Company which is not set out in the Agreement.

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2.3. Any advice or recommendation given by the Company or its employees or agents to the Customer or its employees or agents as to the Garden Building, which is not confirmed in writing by the Company, is followed or acted upon entirely at the Customer’s own risk. The Company shall not be liable for any such advice or recommendation which is not so confirmed.

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2.4. Any typographical, clerical, or other error or omission in the Order Confirmation invoice or other document or information issued by the Company shall be subject to correction without any liability on the part of the Company.

 

2.5. In these Terms, reference to a statute or statutory provision includes a reference to it from time to time as amended, extended, or re-enacted.

 

2.6. The headings in the Agreement are for convenience only and shall not affect their interpretation.

 

2.7. In these Terms, where two or more individuals are included in the expression “the Customer,” any obligation provided by them shall be deemed to be made by such persons jointly and severally.

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3. Orders

3.1. All Order Forms will be formally accepted by the Company by the issue of an Order Confirmation. An Order Confirmation will only be issued following receipt of an Order Form together with the requisite deposit.

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3.2. If, for whatever reason, no formal Order Confirmation is issued by the Company, the Customer, in making a payment and accepting delivery and installation of the Garden Building, shall be bound by these Terms and Conditions.

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3.3. Once the Order Confirmation has been issued by the Company to the Customer, it may only be cancelled or the installation date deferred with the written agreement of the Company, signed by a director, and on the condition that the Customer indemnifies the Company for all costs incurred as a result of the cancellation or deferral, including labour, materials, and any other charges and expenses.

 

4. Customer Warranties

The Customer warrants that:

 

4.1. The Company will have unrestricted access to an adequate supply of electricity at all times during the installation at the Property.

 

4.2. It will grant the Company suitable access to the Property at all times until payment in full has been made.

 

4.3. The Company will have unrestricted access to toilet facilities and shelter at all times during the installation at the Property or will be given enough space on the Property to install temporary portable welfare units.

 

4.4. The Company will have access to at least two parking spaces as close to the Installation Site as possible for the duration of the project. If it is necessary to use paid parking to complete the work at your property, an amount to cover these charges will be added to your final cost.

 

4.5. The Installation Site and any access routes to the Installation Site have the capacity to support a maximum load of 7.5 tonnes.

 

4.6. The Installation Site is accessible and free from any dangers. In particular, the Installation Site is sound, level, and free from any obstructions.

 

4.7. The Garden Building dimensions detailed in the Order Form have been checked and confirmed, as well as the position of the Garden Building at the Property.

 

4.8. The Customer confirms that they are the legal owner of the Property or have obtained the permission of the legal owner to enter into this Agreement and install the Garden Building.

 

4.9. It has obtained all required consents for the installation of the Garden Building, including (without limitation):

 

4.9.1. Consent from any mortgagee or chargee of the Property;

 

4.9.2. Consent or planning permission from any local or public authority.

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The Customer acknowledges that the Company does not provide planning advice and accepts no responsibility for determining whether planning permission or any other consent is required.

 

4.10. The Installation Site has not been subject to subsidence, landslip, or land heave.

 

4.11. The installation of the Garden Building does not contravene any planning or other regulation or legislation.

 

The Customer hereby agrees at all times to keep the Company indemnified against all claims, costs, demands, and liabilities arising as a result of the Customer’s breach of any warranty in this Clause 4, including (without limitation) the costs incurred by the Company as a result of any delay whilst such consents are obtained.

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4.12. The Customer warrants that the Installation Site and all access routes to the Installation Site shall be fully cleared of all rubbish, debris, vegetation, furniture, personal belongings, and any other obstructions prior to the commencement of works.

Where the Company has agreed to remove an existing structure (including but not limited to sheds, greenhouses, garages, decking, patios or previous garden buildings), the Customer must ensure that such structure is emptied of all contents prior to the commencement of works.

The Company reserves the right to:
a) delay commencement of works; and/or
b) charge additional labour and disposal costs
if the Installation Site or any structure to be removed has not been cleared prior to the scheduled installation date.

Any delays caused by failure to prepare the site shall not constitute a breach of contract by the Company and any resulting costs shall be payable by the Customer.

 

4.13. The Customer is solely responsible for ensuring that the Garden Building complies with all planning legislation, permitted development rights, covenants, restrictions, building regulations, or other legal requirements applicable to the Property.

The Company accepts no responsibility or liability for:

• refusal of planning permission

• retrospective planning enforcement

• planning complaints made by neighbours or third parties

• planning investigations by local authorities

• any requirement to alter, remove or relocate the Garden Building following installation

Any costs associated with such matters shall remain the sole responsibility of the Customer.

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4.14. The Customer warrants that adequate access to the Installation Site is available for the delivery of materials, equipment and personnel.

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Unless otherwise agreed in writing, the Company’s quotation assumes that access routes to the Installation Site will be:

• at least 900mm wide for pedestrian access; and

• free from obstructions including gates, fences, narrow pathways, steps, or overhanging structures.​

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Where access is more restricted than reasonably anticipated, the Company reserves the right to:

a) revise the installation methodology; and/or

b) charge additional labour or equipment costs required to complete the works.

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If access restrictions prevent safe delivery of materials or equipment, the Company may delay works until suitable access arrangements are made.

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4.15. The Customer acknowledges that neighbouring property owners or third parties may raise complaints regarding the presence, size, position or use of the Garden Building.

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The Company shall not be responsible for any:

• complaints made by neighbouring property owners

• boundary disputes

• rights of light issues

• alleged overlooking or visual impact

• planning enforcement investigations

• requests by local authorities to modify or remove the structure

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Where the Garden Building has been constructed in accordance with the Agreement and drawings approved by the Customer, the Company shall have no liability for any costs arising from such complaints or enforcement actions.

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5. Installation

​5.1. The Garden Building shall be installed by the Company at the Property unless otherwise agreed in writing. For the avoidance of any doubt, the Garden Building is installed as an empty unit.

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5.2. Any date specified by the Company in the Order Form for the installation of the Garden Building is approximate only and will be confirmed by the Company at least 5 working days before installation. This date shall not be made of the essence by virtue of this confirmation. Where no dates are specified, installation will be within a reasonable time. Subject to the other provisions of these Terms, the Company will not be liable for any loss, costs, damages, charges, or expenses caused directly or indirectly by any delay in the delivery or in the actual installation of the building, nor will delay in installation entitle the Customer to terminate or rescind the Agreement. Any liability of the Company for failure to install the Garden Building shall be limited to refunding the deposit (if any).

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5.3. The Company shall use all reasonable endeavours not to cause damage to the Customer’s property and shall make good any damage caused, excluding damage to the lawn or plants around and on the pathway to the Installation Site.

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The Customer acknowledges that some disturbance to lawns, soil, or soft landscaping may occur as a result of necessary construction access.

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Reinstatement of lawns, planting, irrigation systems or landscaping is excluded unless specifically agreed in writing.

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5.4. If, in the reasonable opinion of the Company, the Installation Site is not accessible or does not otherwise comply with Clause 4, the Company may, without limiting its rights and in its absolute discretion, defer installation to a later date, subject always to the Customer indemnifying the Company for all additional costs incurred due to such deferment. Alternatively, the Company may cancel the Agreement with immediate effect, whereupon the Customer’s deposit will be returned less an amount in respect of all the Company’s charges and expenses in connection with the Agreement up to the time of such cancellation.

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5.5. The Company’s quotation for foundations and installation is based upon the Installation Site being reasonably level, clear, and suitable for construction.

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If, upon commencement of works, the Company encounters ground conditions including but not limited to:

• excessive slopes

• unstable ground

• buried obstructions

• rock or concrete

• tree roots or underground structures

the Company reserves the right to pause works and provide a revised quotation for any additional works required.

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Any additional works required to make the site suitable for installation shall be treated as a variation and shall be chargeable.

 

5.6. It is the Company’s responsibility to arrange for a qualified electrician to connect the Garden Building to the Customer’s electricity supply. For the avoidance of doubt, notwithstanding that the Company may have agreed, at an additional cost, to lay or install cables or conducting media between the Garden Building and the mains supply, the Company shall have no liability for ensuring the adequacy of such mains supply or for ensuring that the Garden Building complies with the Electricity at Work Regulations 1989 (or equivalent legislation). Any work required to make good a defective mains supply shall be at the Customer’s sole cost and expense, and the Company shall be entitled to charge additional sums for any work performed over and above the electrical works agreed in the Agreement.

 

5.7. The Company shall not be liable for any defect in the installation caused by the Customer or any third party, including the Customer’s builder, electrician, or otherwise.

 

5.8. The Company reserves the right to use its own discretion to cancel installation and charge for any materials or labour expended in the case of a faulty or dangerous installation site or dangerous access to the Property.​

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5.9. Unless otherwise stated in writing, the bottom of the garden room base will be set approximately 20 mm above the highest natural ground level adjacent to the Installation Site. This method is used in accordance with common planning guidance relating to maximum permitted building heights.

Where ground levelling, retaining structures, or additional groundwork is required to achieve this base level, such works shall be treated as additional chargeable items unless specifically included in the Agreement.

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5.10. The Customer acknowledges that the Garden Building is installed on land owned and controlled by the Customer and that the Company has not undertaken any flood risk assessment, drainage survey, hydrological survey or soil investigation unless expressly agreed in writing.

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The Company shall not be responsible for:

• flooding of the Property, Garden Building or Installation Site

• surface water, groundwater, or high water tables

• drainage issues or land drainage systems

• water ingress caused by ground saturation or natural drainage patterns

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The Customer is responsible for ensuring that the proposed location is suitable for the installation of a garden building and not located within a flood-prone area.

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Damage arising from flooding, groundwater movement or drainage issues shall not constitute a defect in workmanship and shall not be covered by the Company’s warranty.

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5.11. Construction works are dependent upon safe weather and ground conditions. The Company reserves the right to delay or pause works in circumstances including but not limited to:

• heavy rainfall

• freezing temperatures

• high winds

• saturated ground conditions

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Such delays shall not constitute breach of contract and may extend the estimated completion date.

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5.12. The Customer warrants that the Installation Site does not contain any known underground services including but not limited to:

• drainage pipes

• water pipes

• electrical cables

• gas pipes

• telecommunications cables

• septic systems or soakaways

unless such services have been clearly disclosed to the Company prior to installation.

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The Company shall not be liable for damage to any underground services which were not reasonably visible or disclosed before the commencement of works.

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Where unidentified underground services are encountered during installation, the Company reserves the right to pause works and provide a revised quotation for any additional works required.

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5.13. Unless expressly stated in the Agreement, the Company is not responsible for connecting the Garden Building to electrical supply, water supply, drainage systems, broadband or telecommunications. Any such connections must be arranged by the Customer unless specifically included in the Contract Price.

5.14. The Company will remove construction waste generated by the installation works.
The Company shall not be responsible for removing:

• household waste

• garden waste

• soil or landscaping materials

• items stored within structures being removed

• waste not generated by the installation works.

5.15. The Company reserves the right to appoint suitable subcontractors to carry out any part of the works under this Agreement.

5.16. Unless otherwise agreed in writing, the Contract Price does not include:

• landscaping works

• reinstatement of lawns

• planting

• paving or patios

• drainage systems.

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6. Photography & Marketing Use

We may take photographs and/or video footage of the garden room and surrounding area during the build process and upon completion. These images may be used solely for business purposes, including but not limited to promotional materials, case studies, our website and social media channels.

We will never publish your name, address or any personally identifying details without your explicit written consent.

If you would prefer that we do not use images of your project in this way, please notify us in writing prior to the start of your build.

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7. Company Warranty

7.1. The Company warrants that for a period of 10 years from the date of handover of keys or receipt of the final payment, whichever occurs earlier, the Structural Elements of the Garden Building shall be free from significant defects. Should any defect arise during this period, the Company shall remedy the defect as soon as reasonably practicable after being notified in writing of the defect by the Customer. This warranty does not cover natural wear and tear, misuse, or damage caused by Customer error, negligence, or failure to maintain the building as instructed by the Company.

 

7.2. Non-structural warranties will be in line with the manufacturer or supplier's guidelines. For example, window and door frames, roof coverings, and other non-structural components will have warranties dependent on their respective supplier’s terms.

 

7.3. The Company will pass on any relevant supplier or manufacturer warranties for non-structural components, as stated above.

 

7.4. Cosmetic defects, such as scratches, dents, or scuffs, must be reported to the Company within 7 days of installation. Electrical faults must be reported within 12 months.

 

7.5. The Company shall not be liable for any non-compliance of any part of the Garden Building or the Property with Building Regulations.

 

7.6. The Company shall not be liable for the installation of any third-party services or equipment not installed by the Company itself.

 

7.7. This warranty is for the original Customer and is non-transferable.

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7.8. The Customer shall notify the Company of any snagging items or minor defects within 14 days of installation completion. The Company shall be given reasonable opportunity to inspect and remedy such items.

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7.9. The Customer is responsible for routine maintenance of the Garden Building including but not limited to:

• cleaning external and internal surfaces

• maintaining seals and finishes

• ensuring adequate ventilation

• preventing water pooling around the structure.

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Failure to carry out reasonable maintenance may invalidate the warranty.

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8. Construction Specifications and Tolerances

8.1. Material Substitution: The Company reserves the right to substitute materials, fixtures or fittings specified in the Agreement with alternative products of equal or superior quality where the originally specified materials are unavailable, discontinued, delayed in supply or otherwise impractical to obtain.

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Such substitutions shall not materially affect the appearance or functionality of the Garden Building and shall not entitle the Customer to any reduction in the Contract Price.

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8.2. Insulation Specification: The Garden Building is designed to include approximately:

• 100mm PIR insulation in the floor and roof

• 90mm PIR insulation within the wall structure.

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The Company reserves the right to make minor adjustments to insulation thickness or materials where reasonably necessary due to structural requirements, material availability, or construction tolerances.

Such variations shall not constitute a defect in workmanship and shall not give rise to any claim or liability.

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8.3. Internal Decoration: Unless otherwise agreed in writing, internal walls, ceilings, skirting boards and architraves will be finished in white paint only.

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Requests for alternative colours or finishes may incur additional charges and must be agreed prior to installation.

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8.4. Construction Tolerances: The Customer acknowledges that minor variations in dimensions, finishes, materials or layout may occur during the construction process due to manufacturing tolerances and practical building requirements.

Such minor variations shall not constitute a defect or breach of contract.

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8.5. Dimensional Tolerance: All dimensions stated in drawings, marketing materials or quotations are approximate. The completed Garden Building may vary within reasonable construction tolerances, including variations of up to 2% or 50mm (whichever is greater), and such variations shall not constitute a defect or breach of contract.

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8.6 External Dimensions: Unless otherwise expressly stated in writing, all dimensions stated in drawings, quotations, marketing materials or the Garden Building model description refer to the external dimensions of the Garden Building.

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Internal floor space will be reduced by the thickness of the wall construction, insulation, internal finishes and structural elements. As a result, the internal room dimensions will be smaller than the external dimensions and may vary depending on the specific construction details of the building. Such differences between external and internal dimensions shall not constitute a defect or breach of contract.

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The Company does not guarantee any specific internal floor area unless expressly stated in writing in the Agreement.

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8.7. Timber Movement: The Garden Building incorporates natural timber materials which may expand, contract, warp or develop minor splits due to environmental conditions.

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Such movement is a natural characteristic of timber construction and shall not constitute a defect.

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8.8. Colour Variation: Natural and manufactured materials may display minor variations in colour, tone or texture between batches and this shall not constitute a defect.

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9. Payment Terms

9.1. Deposit: A £750 deposit is required to secure your installation dates. This deposit is refundable up to 3 months before the agreed installation start date.

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9.2. Stage Payments:

• 35% of the total cost is due 4 weeks before the confirmed installation start date. Where a week commencing start date has been provided (and the exact installation day within that week is confirmed closer to the project), the 4 week-out payment will fall 4 weeks prior to the Monday of that week.

• 25% of the total cost is payable at the end of Day 1 of installation.

• 30% of the total cost is due when the project is ready for second fix (including skirtings, flooring, painting, etc.).

• Final Payment: The remaining 10% of the total cost (less the initial £750 deposit) is due upon handover of the completed project and keys.

 

Please note that all payments must be made in full before progressing to the next stage of installation.

 

9.3. Late Payment: If the Customer fails to make any payment on the due date, the Company reserves the right to:

• Charge interest on the overdue amount at the rate of 4% per annum above the Bank of England base rate until payment is made in full; and/or

• Suspend further work or deliveries under the Agreement until payment is received.

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The Company reserves the right to immediately suspend works where any payment becomes overdue. Works will not recommence until all outstanding amounts have been paid in full and the payment schedule has been brought back into compliance.

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Any delay caused by suspension due to non-payment shall not constitute breach of contract and the installation programme may be extended accordingly.

 

9.4. Final Payment: The Customer must make the final payment promptly upon completion of the Garden Building. Full payment is required before the handover of keys and any relevant documentation.

 

9.5. Payment Method: Payments can be made via bank transfer, or other agreed methods. Details will be provided on the invoice.

 

9.6. Ownership: Ownership of the Garden Building shall remain with the Company until full payment has been received in cleared funds.

Until such time as ownership transfers, the Customer shall not sell, dispose of, or otherwise transfer any interest in the Garden Building.

Where payment remains outstanding, the Company reserves the right to take reasonable steps to recover sums owed, including the right to enter the Property at reasonable times to inspect the Garden Building, provided reasonable notice is given.

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9.7. Progression of Works: All payments must be made in full before progressing to the next stage of the installation.

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9.8. VAT: If applicable, VAT will be charged at the prevailing rate unless otherwise stated.

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9.9. Refunds and Adjustments: Any refund or adjustment will be processed at the discretion of the Company and in accordance with UK consumer protection laws.​

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9.10. Variations: Any change requested by the Customer after the Agreement has been entered into shall constitute a variation and may result in additional costs and revised timelines.

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10. Force Majeure

The Company shall not be liable for any failure or delay in performing its obligations under the Agreement where such failure or delay results from events, circumstances or causes beyond the Company’s reasonable control. Such events may include, but are not limited to:

• acts of God

• war, armed conflict, terrorism or civil unrest

• government action, regulation or sanctions

• epidemic, pandemic, disease outbreak or quarantine restrictions

• extreme weather conditions

• fire, flood or natural disaster

• shortages or disruption of materials, labour, utilities or energy supply

• transport disruptions or supply chain interruption

• strikes or industrial disputes

• any other event beyond the reasonable control of the Company.

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Where a Force Majeure event occurs, the Company shall be entitled to:
a) suspend performance of its obligations for the duration of the event; and
b) a reasonable extension of time to complete the works.

Where the Force Majeure event continues for a prolonged period or makes performance of the Agreement impossible or commercially impracticable, the Company reserves the right to terminate the Agreement upon written notice to the Customer. In such circumstances, the Company shall be entitled to payment for all work carried out and materials ordered up to the date of termination.

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11. Dispute Resolution

In the event of any dispute arising out of or in connection with this Agreement, both parties shall first attempt to resolve the matter through good faith discussions.

If the dispute cannot be resolved through discussion, the parties may agree to attempt to resolve the dispute through mediation before commencing legal proceedings.

Nothing in this clause shall prevent either party from seeking urgent legal relief where necessary.

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12. Limitation of Liability

The Company shall not be liable for any indirect, consequential or economic loss suffered by the Customer including but not limited to loss of use, loss of enjoyment, loss of profit or loss of property value.

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The Company’s total liability arising out of or in connection with the Agreement, whether in contract, tort (including negligence), breach of statutory duty or otherwise, shall be limited to the total amount paid by the Customer under the Agreement.

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Nothing in these Terms shall limit or exclude liability for:

• death or personal injury caused by negligence

• fraud or fraudulent misrepresentation

• any liability which cannot be excluded or limited under applicable law.