Who we are
We are Base Lift Services Ltd, a company registered in England and Wales under company number 11710735, trading as Base OnLevel. Our registered office is at 85 Great Portland Street, London, W1W 7LT. You can contact us by email at info@baseonlevel.co.uk.
In these Terms & Conditions, we, us, our, and the Supplier refer to Base Lift Services Ltd. You, your, and the Customer refer to the person or organisation placing the order.
Application of these Terms
These Terms & Conditions apply to the purchase of all services and goods supplied by us. By requesting a quotation, placing an order, or accepting delivery of any service or goods, you agree to be bound by these Terms.
These Terms prevail over any terms or conditions referred to by you. Any variation must be agreed in writing by both parties. If any provision of these Terms is found to be unenforceable, the remaining provisions will continue in force.
Definitions
- Consumer means an individual acting for purposes wholly or mainly outside of their trade, business, craft, or profession.
- Contract means the legally-binding agreement between you and us for the supply of Services and Goods.
- Delivery Location means the property or premises at which the Services are to be performed, as set out in the Order.
- Goods means any items that we supply to you with the Services, including platform lifts, home lifts, commercial lifts, wheelchair lifts, through-floor lifts, spare parts, and related equipment.
- Order means your order for Services and Goods as set out in the written quotation or proposal we issue to you.
- Services means the services, including any Goods, that we supply to you — including site surveys, installation, commissioning, LOLER inspection, servicing, and aftercare.
Description of services and goods
The description of Services and Goods is as set out in our website, catalogues, brochures, or written quotations. Any description is for illustrative purposes only and there may be small discrepancies in dimensions, finishes, or specifications in the final installed product — we will always confirm the exact specification in writing before delivery.
Where Services or Goods are specified to your particular requirements (for example, bespoke finishes or non-standard dimensions), it is your responsibility to ensure that any information or specification you provide is accurate and complete.
All Services are subject to availability. We reserve the right to make changes to the Services which are necessary to comply with any applicable law or safety requirement, and we will notify you of such changes.
Quotations and orders
We provide free, no-obligation site surveys and written quotations. Any quotation or estimate we issue is valid for 30 days from its date, unless we expressly withdraw it earlier or specify a different period in writing.
The description of Services and Goods in our website and marketing materials does not constitute a contractual offer. When you place an Order, we may accept or reject it at our discretion. A Contract is formed only when we send you written confirmation that the Order has been accepted — or, if earlier, when we deliver or begin performing the Services.
No variation to the Contract (including to the specification, price, or timeline) takes effect unless agreed in writing by both parties.
Fees, payment and VAT
The fees for Services and the price of Goods are as set out in the written quotation we issue to you. All fees and prices include VAT at the rate applicable at the time of the Order, unless otherwise stated.
Payment terms are set out in the quotation. Unless otherwise agreed, a deposit is required before we commit manufacturing or scheduling resources, with the balance due on completion of installation. We accept payment by bank transfer. We do not process credit or debit card payments through our website.
We retain title to the Goods until we have received payment in full. Risk of loss or damage passes to you on delivery to the Delivery Location.
If any payment is overdue, we may charge interest at the statutory rate for late commercial payments under the Late Payment of Commercial Debts (Interest) Act 1998, where applicable.
Customer responsibilities
You must co-operate with us in all matters relating to the Services. This includes:
- Providing us and our engineers with safe access to the Delivery Location during agreed working hours.
- Providing all information we reasonably require to perform the Services, including building plans, access details, and any known site constraints.
- Obtaining any necessary planning permissions, listed building consent, landlord consent, or other regulatory approvals in advance of installation.
- Ensuring that the site is prepared in accordance with our pre-installation guidance (for example, power supply, floor loading, clear access route).
- Notifying us promptly of any delays, changes, or access restrictions.
Failure to comply with these responsibilities may entitle us to suspend performance of the Services until the issue is remedied. If you fail to remedy the issue following our written request, we may terminate the Contract with immediate effect and charge reasonable costs for work already performed.
Delivery, installation and timelines
We will deliver and install the Services by the agreed date or within the agreed timeframe, subject to events beyond our reasonable control (see "Circumstances beyond our control" below).
Typical installation timelines:
- Manufacture and delivery: approximately 9 weeks from order confirmation.
- On-site installation: 3-5 working days for most residential and commercial projects.
- Commissioning and LOLER inspection: typically completed on the final day of installation.
Actual timelines depend on the complexity of the installation, site-specific conditions, and availability of any bespoke components. We will confirm a programme in writing before work begins.
If we do not deliver the Services on time through no fault of yours, you may require us to reduce the fees by an appropriate amount (including, where justified, the right to a refund for amounts already paid) or, in serious cases, to treat the Contract as ended and receive a full refund of all payments made.
Conformity and warranties
We have a legal duty to supply Goods in conformity with the Contract. On delivery, Goods will:
- be of satisfactory quality;
- be reasonably fit for the particular purpose for which you have purchased them (where that purpose has been made known to us);
- conform to their description and specification; and
- comply with applicable UK safety standards, including EN 81-41, BS 8300:2018, Part M of the Building Regulations, and the Equality Act 2010 (for commercial installations).
We will supply the Services with reasonable skill and care in accordance with good industry practice. Our engineers are SafeContractor accredited (certificate number CN8516).
We provide a 12-month manufacturer warranty on all newly installed platform lifts and home lifts, covering parts and labour for defects in materials or workmanship. Extended warranty and annual service contracts are available and are offered separately on their own terms.
Cancellation and refunds
You can cancel an Order at any time before we confirm acceptance in writing, without liability. If you cancel after we have confirmed the Order but before manufacture has started, we may retain a reasonable administration charge to cover our costs to that point.
Once manufacture has begun for a bespoke or configured lift, cancellation is generally not possible because the Goods are made to your specification. If cancellation is unavoidable, you will be responsible for the full cost of manufacture and any committed sub-contractor or logistics costs.
Consumers (as defined above) have additional rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 for contracts entered into off-premises or at a distance. These rights do not apply to bespoke Goods made to your specification.
If you are a Consumer and the Goods are defective, you are entitled to the remedies set out in the Consumer Rights Act 2015, including repair, replacement, or refund as appropriate.
Termination
Either party may terminate the Contract or suspend the Services by written notice to the other if:
- the other party commits a serious breach of these Terms and either cannot remedy it, or has failed to remedy it within 30 days of written notice; or
- the other party becomes insolvent, enters administration, is wound up, or becomes subject to any similar insolvency event.
On termination for any reason, each party's respective rights and liabilities accrued up to the date of termination are not affected.
Data protection
We respect your privacy and comply with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018 with regard to your personal information. Please see our Privacy Policy for full details of how we collect, use, and protect your personal data.
We are the data controller for all personal data we process in providing our Services to you.
Liability
We do not exclude or limit our liability for:
- death or personal injury caused by our negligence or that of our employees, agents, or subcontractors;
- fraud or fraudulent misrepresentation;
- any matter for which it would be unlawful for us to exclude liability.
Subject to the above, our total aggregate liability to you under or in connection with the Contract is limited to the total fees paid by you under that Contract. We are not liable for any indirect or consequential loss, loss of profit, loss of business, or loss of opportunity.
Circumstances beyond our control
If either party is prevented from performing its obligations due to events beyond its reasonable control (including but not limited to acts of God, war, civil unrest, labour disputes, fire, flood, severe weather, pandemic, or restrictions imposed by government), that party's obligations will be suspended for the duration of the event. The affected party will notify the other as soon as reasonably practicable and will use reasonable efforts to mitigate the effect of the event.
Governing law and jurisdiction
These Terms and any Contract formed under them are governed by the laws of England and Wales. Any dispute arising under or in connection with these Terms will be subject to the exclusive jurisdiction of the courts of England and Wales, except that Consumers resident in Scotland or Northern Ireland may bring proceedings in the courts of Scotland or Northern Ireland respectively.
Complaints
We aim to avoid disputes. If you are unhappy with any aspect of our service, please contact us first at info@baseonlevel.co.uk. We will aim to respond with an appropriate resolution within 5 working days.
If we are unable to resolve your complaint to your satisfaction, we can direct you to the relevant independent dispute resolution or ombudsman scheme as required by law.
Contact us
For any questions about these Terms & Conditions, please contact us:
- Email: info@baseonlevel.co.uk
- Company: Base Lift Services Ltd (trading as Base OnLevel)
- Registered office: 85 Great Portland Street, London, W1W 7LT
- Company number: 11710735