Terms of Service
Terms & Conditions of Sale and Service
Effective from: 18 August 2026
These Terms & Conditions apply to quotations, call-outs, repairs, servicing, maintenance and installation works undertaken by Verello Access Solutions (“Verello”, “we”, “us” or “our”).
These terms are primarily intended for business-to-business transactions. Where we provide goods or services to consumers, applicable statutory consumer rights will not be affected.
1. Quotations
Unless otherwise stated, quotations are valid for 30 days from the date of issue.
Quotations are based on information provided by the customer, any inspection undertaken and conditions reasonably apparent at the time.
Only works, labour, equipment and materials specifically detailed within the quotation are included.
Any additional works subsequently requested or identified may be subject to additional charges.
All prices are exclusive of VAT unless expressly stated otherwise. VAT will be charged at the applicable rate.
2. Acceptance & Instruction
A quotation will be considered accepted where the customer:
Accepts it in writing or electronically;
Issues a purchase order;
Instructs Verello to proceed; or
Otherwise clearly authorises the works.
By doing so, the customer accepts these Terms & Conditions.
Any alternative terms contained within a customer's purchase order or other documentation will not override these terms unless expressly accepted by Verello in writing.
3. Call-Outs & Attendance
Call-out charges cover attendance and the initial period stated on Verello's applicable quotation, rate card or service agreement.
Additional labour will be charged at the applicable rate and calculated in 15-minute increments, unless otherwise agreed.
A call-out charge relates to attendance and fault investigation and does not guarantee that a fault can be rectified during the initial visit.
Where additional parts, specialist equipment or further works are required, Verello may provide a separate quotation.
The original attendance and any labour already undertaken remain chargeable irrespective of whether subsequent remedial works are authorised.
4. Fault Finding & Repairs
Verello will use reasonable skill and care when diagnosing and repairing faults.
Fault diagnosis is based on the condition and behaviour of the equipment at the time of attendance. Intermittent faults or multiple underlying defects may require further investigation or attendance.
Where a repair is undertaken but additional defects or recommended works are identified, these will be brought to the customer's attention where reasonably practicable.
A repair to one component does not constitute a warranty covering the complete door, access system or associated equipment.
5. Minor Repair Warranty
Minor repair workmanship undertaken by Verello is warranted for 3 months from the date of repair.
This warranty applies specifically to the workmanship associated with the repair undertaken and does not constitute a warranty for the complete system.
Unless expressly stated otherwise, replacement parts and components are excluded from the 3-month repair workmanship warranty and will be subject to any applicable manufacturer's warranty.
The repair warranty does not cover:
Unrelated or subsequent faults;
Failure of existing components;
Normal wear and tear;
Misuse, accidental or malicious damage;
Environmental or external causes;
Alterations or repairs undertaken by others;
Failure resulting from inadequate maintenance; or
Defects or remedial works previously identified by Verello.
Where Verello has advised that additional or further works are required and has provided, or offered to provide, a quotation for those works, subsequent attendance relating to the same or associated issue will not automatically be treated as a free-of-charge warranty visit where the recommended works have not been authorised.
Verello reserves the right to charge for attendance where investigation determines that the reported issue does not result from our original repair workmanship.
6. Installation & Major Works Warranty
Unless otherwise stated, Verello warrants its workmanship on new installations and substantial replacement works for 12 months from completion.
Equipment and components supplied by Verello will additionally be subject to the applicable manufacturer's warranty.
Warranty does not cover normal wear and tear, misuse, accidental or malicious damage, inadequate maintenance, alterations by third parties, faults originating from existing equipment or circumstances outside Verello's reasonable control.
7. Materials & Equipment
Materials and equipment will be supplied as specified within the quotation.
Where a specified item becomes unavailable, Verello may propose an equivalent product of comparable specification and quality.
Any significant substitution affecting cost, functionality or appearance will be discussed with the customer where reasonably practicable.
Materials may include Verello's standard commercial mark-up, covering procurement, handling, administration and warranty management.
Special-order, bespoke or specifically manufactured equipment may require payment in advance and may be non-returnable.
8. Customer-Supplied Equipment
Where Verello agrees to install parts or equipment supplied by the customer or another third party, Verello accepts responsibility only for the reasonable standard of its installation workmanship.
Verello cannot warrant customer-supplied equipment and accepts no responsibility for defects, compatibility issues or premature failure arising from equipment it has not supplied.
Additional attendance required as a result of defective or incompatible customer-supplied equipment will be chargeable.
9. Existing Equipment & Installations
Verello cannot guarantee the condition, compliance, suitability or continued performance of existing equipment or installations not supplied or installed by Verello.
Where our works interface with existing equipment, reasonable care will be taken to avoid damage.
Defects subsequently identified within existing equipment or associated systems will be treated as additional works unless directly attributable to Verello's workmanship.
10. Unforeseen & Additional Works
Where concealed, unforeseen or previously unidentified conditions are discovered, Verello may suspend the affected work and advise the customer of any additional work required.
This may include defects relating to:
Existing electrical supplies;
Wiring;
Structures or substrates;
Fixings;
Existing door or access equipment;
Safety devices;
Access control equipment; or
Other associated systems.
Additional chargeable works will normally require customer approval before proceeding.
Verello may take reasonable immediate action without prior approval where necessary to prevent injury, damage or an immediate safety risk.
11. Unsafe Equipment
Where Verello identifies equipment that, in our reasonable professional judgement, presents a safety risk, we may recommend that the equipment is isolated, taken out of service or subject to immediate remedial action.
Where reasonably practicable, the customer will be informed before equipment is isolated.
Where the customer elects not to proceed with recommended safety-related works, responsibility for continued operation and management of that equipment remains with the customer.
Verello cannot accept responsibility for subsequent failure, loss or injury resulting from the continued operation of equipment contrary to safety recommendations we have provided, except where liability cannot lawfully be excluded.
12. Automatic Doors, Barriers & Powered Equipment
Where applicable, Verello will undertake works with due regard to relevant legislation, safety standards, manufacturer guidance and recognised industry practice applicable to the equipment concerned.
Testing undertaken following a repair or service relates to the condition of the equipment at the time of attendance and does not guarantee its future performance.
Where safety deficiencies or recommended improvements outside the instructed scope are identified, these will be reported to the customer where reasonably practicable and may be subject to a separate quotation.
13. Electrical Works
Where connection to an existing electrical supply is included, Verello assumes that a suitable, safe and compliant supply and connection point is available unless specifically stated otherwise.
Additional electrical installation, alteration, testing or remedial works identified as necessary may be charged separately.
14. Site Access & Customer Responsibilities
The customer is responsible for providing safe and reasonable access to the site, equipment and working area at the agreed time.
The customer must inform Verello of known:
Site hazards;
Asbestos-containing materials;
Access restrictions;
Permit requirements;
Induction requirements;
Parking restrictions; and
Any other circumstances that may affect the safe or efficient completion of our works.
Verello reserves the right to refuse or suspend work where conditions are considered unsafe.
15. Aborted & Delayed Visits
Where Verello attends site but is unable to undertake or complete the instructed works for reasons outside our reasonable control, the attendance and time incurred may remain chargeable.
This includes circumstances such as:
No access being available;
Equipment being inaccessible;
Required permits not being available;
Customer or site representatives being unavailable;
Other contractors preventing access;
Incorrect information being supplied; or
Unsafe working conditions outside Verello's control.
Additional visits required as a result may be charged separately.
16. Additional Charges
Unless expressly included within the quotation, additional costs reasonably incurred in completing the works may be charged to the customer, including:
Parking;
Congestion charges;
Toll charges;
Site permits;
Specialist access equipment;
Additional inductions or access requirements; and
Other site-specific charges.
17. Subcontractors
Verello may use suitably competent subcontractors or specialist contractors to undertake all or part of the works.
Verello will remain responsible for managing works subcontracted directly by Verello in accordance with the agreed scope.
18. Completion
Works will be considered complete when the instructed scope has been substantially completed and the equipment has been returned to service where appropriate.
Minor outstanding items that do not materially prevent use of the equipment will not prevent invoicing of the completed works.
19. Payment Terms
Unless otherwise agreed in writing, approved account customers are required to pay invoices within 30 days of the invoice date.
Verello may require new or non-account customers to make payment in advance, provide a deposit, pay for materials before ordering or make payment upon completion.
Larger projects may be subject to staged or interim payments as detailed within the quotation.
Verello reserves the right to suspend further services or withhold further works where invoices become overdue.
Late payments may be subject to statutory interest, compensation and reasonable recovery costs in accordance with applicable UK legislation.
20. Cancellation & Postponement
Where accepted works are cancelled or postponed by the customer, Verello reserves the right to recover reasonable costs already incurred.
These may include:
Labour and administration;
Materials already purchased;
Supplier cancellation charges;
Bespoke or special-order equipment;
Restocking charges; and
Other costs reasonably committed in preparation for the works.
Special-order, bespoke or non-returnable items may be charged in full where Verello is unable to cancel or return them.
21. Retention of Title
Legal ownership of materials and equipment supplied by Verello remains with Verello until payment relating to those goods has been received in full, to the extent permitted by law.
Risk in goods passes to the customer upon delivery or installation as applicable.
22. Liability
Verello will exercise reasonable skill and care in undertaking its services.
Verello will not be responsible for faults, damage, delays or losses arising from circumstances outside its reasonable control, defects in existing installations or equipment, or the actions or omissions of third parties, except to the extent caused by Verello's negligence or breach of contract.
Subject to applicable law, Verello shall not be liable for indirect or consequential losses, including loss of profit, revenue, business or opportunity.
Nothing within these Terms & Conditions excludes or restricts liability where doing so would be unlawful, including liability for death or personal injury caused by negligence.
23. Events Outside Our Control
Verello will not be responsible for delay or failure to perform its obligations where caused by circumstances outside its reasonable control, including supplier delays, material shortages, severe weather, transport disruption, site restrictions, industrial action or other unforeseen events.
We will make reasonable efforts to minimise disruption and keep the customer informed where appropriate.
24. Changes to These Terms
Verello Access Solutions reserves the right to amend or update these Terms & Conditions from time to time to reflect changes to our services, business practices, legal requirements or industry standards.
The latest version of these Terms & Conditions will be made available on our website and will apply to quotations, orders and instructions accepted from the effective date of that version.
Any changes will not retrospectively alter the terms applicable to works already accepted or instructed, unless otherwise agreed in writing between Verello and the customer.
25. Governing Law
These Terms & Conditions and any contract arising from them shall be governed by the laws of England and Wales.
The courts of England and Wales shall have jurisdiction over any dispute arising from the provision of our goods or services.
Acceptance of Our Terms
By accepting a Verello quotation, issuing a purchase order or instructing Verello Access Solutions to proceed with works, the customer confirms acceptance of these Terms & Conditions.
Verello Access Solutions
Reliable Access. Professional Solutions.