Terms of Business

1. Information About Us and How to Contact Us

1.1. We are The Concrete Network Ltd trading as "The Concrete Network", a company registered in England and Wales with company number [INSERT COMPANY NUMBER] and our registered office at [INSERT REGISTERED ADDRESS] ("We", "Us", "Our"). Our VAT number is [INSERT VAT NUMBER].

1.2. We operate the website www.theconcretenetwork.co.uk. Please contact us if you would like a full list of any regional websites or variants we may operate.

Contacting Us:

If You Are a Consumer:

(a) To cancel a Contract in accordance with your rights, you may notify us using the format in the Appendix to these Terms, by email at info@theconcretenetwork.co.uk, or by telephone at +44 7496 997394. Calls may be recorded for training, customer service, and monitoring purposes.

If You Are Not a Consumer:

(b) You can cancel a Contract by giving us 24 hours' written notice in accordance with 8.8 Non-Consumer Cancellation however, if you cancel less than 24 hours before the scheduled delivery, we may retain up to 50% of the price, subject to the Network Partner's policies. If the concrete has already been mixed or is out for delivery, we may retain up to 100% of the price and may pass on any additional costs charged by the Network Partner for removal of unusable materials.

All Customers:

(c) For all other enquiries or complaints, you can contact us at:

Email: info@theconcretenetwork.co.uk
Telephone: +44 7496 997394

(d) If we need to contact you in writing, we will do so by email or prepaid post to the address you provide.

2. How Orders Work

You can request concrete products ("Goods") and any related services ("Services"), such as delivery, pumping, or other arrangements we coordinate, by contacting us via telephone, email, or through our website. Once we receive your request, we will issue a quotation based on the information you provide. By confirming that you wish to proceed with the quotation, you are asking us to arrange the supply of the Goods and Services on your behalf in accordance with these Terms. Unless stated otherwise, quotations remain valid for seven (7) days.

2.2 Order Confirmation

Your order will be considered accepted once we confirm it, which may be done either verbally or in writing, including by email or other agreed communication methods. Each confirmed request will be treated as an individual order (“Order").

2.3 When a Contract Starts

A legally binding contract between you and The Concrete Network Ltd is formed as soon as one of the following occurs (whichever happens first):

we confirm your Order;
you make a payment, whether full or partial; or
we begin arranging or processing the Order with one of our Network Partners.

From that moment, you are responsible for payment in line with these Terms, and we are responsible for coordinating the Order with the relevant Network Partner.

2.4 Our Right to Accept or Decline Orders

All Orders are subject to our approval. We reserve the right to decline or cancel an Order where, for example:

no suitable Network Partner is available;
the requested Goods or Services cannot be supplied; or
completing the Order would, in our reasonable opinion, be unsafe, impractical, or unworkable.

Where this happens, we will not be responsible for any losses or costs arising from the refusal or cancellation.

2.5 Customer Responsibility for Order Details

You are responsible for ensuring that all information provided when placing your Order is accurate and complete. This includes, but is not limited to:

the type and specification of concrete required;
quantities ordered;
delivery address and access conditions; and
any site-specific requirements.

If you notice an error in your Order confirmation, you must inform us within 24 hours. If no correction is requested within this time, the Order will be processed based on the confirmed details.

2.6 Orders That Cannot Be Fulfilled

If we, or a Network Partner, are unable to carry out your Order due to circumstances such as supply issues, scheduling conflicts, or unforeseen events, we will inform you as soon as reasonably possible. Where necessary, the Order will be cancelled and any payments you have made will be refunded in full. Our responsibility will be limited to this refund, except where the law requires otherwise.

Once an Order has been confirmed, any request to change the Goods or Services must be approved by us. Change requests may initially be made verbally but must be confirmed in writing. Approved changes may result in revised pricing, additional charges, or amended delivery arrangements. We will notify you of any changes and associated costs, and you will have 24 hours to confirm whether you wish to proceed. If you choose not to proceed, you may either continue with the original Order or cancel it, subject to any applicable Network Partner policies.

2.8 Additional or Follow-On Orders

If you require further Goods or Services after placing an Order, this will be treated as a separate request (“Additional Order”). Each Additional Order forms a new contract, is subject to availability, and may involve different pricing, charges, and delivery terms.

2.9 Our Role as an Intermediary

You acknowledge that The Concrete Network Ltd operates as an intermediary only. Our role is to coordinate and arrange supply through independent Network Partners. We do not manufacture, produce, or directly deliver the Goods. While we will reasonably assist in resolving any issues, we are not responsible for delays, defects, or failures caused by Network Partners.

2.10 General Notices

All instructions and information provided by you must be accurate and complete.
You are responsible for ensuring that delivery locations are safe and accessible.
Orders may be affected by availability, technical limitations, or Network Partner requirements.
We may contact you to clarify details or confirm information to ensure your Order can be completed successfully.

3. Charges, Pricing Structure, and Extra Fees

3.1 Quoted Charges

The charges for the concrete products and any related services we arrange (together referred to as the "Charges") will be confirmed to you as part of your Order, whether verbally, by email, or in writing. We take reasonable steps to ensure quotations are correct when issued. However, Charges may change if an error is identified or if further costs arise as a result of your instructions or events outside our control, as explained in this section.

3.2 What Is Covered by the Charges

The Charges include any insurance arranged by us or our Network Partners in connection with the Order. They do not include additional fees that may arise, including (but not limited to):

transport or delivery-related costs;
waiting time or standing charges where delivery cannot be completed at the agreed time due to site readiness or other customer-related issues;
fees for services requested outside the original scope of the quotation;
costs for Goods or Services not expressly included in the confirmed Order;
any expenses resulting from changes, delays, or special site requirements (together referred to as “Extra Charges").

Any Extra Charges will be explained to you before they are applied and will be added to the original Charges at the applicable rates.

3.3 VAT

Unless clearly stated otherwise, all Charges and Extra Charges are exclusive of VAT. VAT will be added at the applicable rate in force at the time of invoicing or delivery. Where the VAT rate changes between the date of Order and the date of supply, your invoice will be adjusted accordingly unless full payment has already been received.

3.4 Extra Charges Caused by Customer Instructions

We may apply Extra Charges where additional Goods or Services become necessary due to matters such as:

incorrect, incomplete, or unclear instructions;
changes requested after confirmation of the Order;
delays or interruptions attributable to you or your site conditions;
further work identified during the fulfilment of the Services.

You will be informed of any such charges in advance and asked to confirm whether you wish to proceed before the additional work is carried out.

3.5 Incorrect Pricing

If a mistake is identified in the quoted Charges after an Order has been placed, we will contact you as soon as possible with the corrected amount. You will then have 24 hours to confirm whether you wish to proceed at the revised price.

If you accept, we will amend the payment or issue a refund for any difference where applicable.
If you decline or do not respond within this timeframe, the Order will be cancelled and any sums paid will be returned to you.

3.6 Pricing Set by Network Partners

You acknowledge that pricing and availability are largely determined by our Network Partners, who supply the Goods and perform the Services. While we take reasonable care to communicate accurate information, we cannot be held responsible for pricing changes, additional charges, or delays imposed by Network Partners, except where liability cannot be excluded by law.

3.7 Communication and Billing

We aim to be open and clear about pricing and will:

notify you promptly if Extra Charges arise;
issue invoices that clearly show Charges, VAT, and any additional fees;
reasonably assist in addressing pricing queries or disputes involving Network Partners.

4. Payments and Settlement

4.1 Accepted Payment Methods

Payment for all Orders, including the Charges and any Extra Charges, must be made by credit or debit card unless we agree otherwise in writing in advance. Where alternative payment methods are approved, they may be subject to additional checks, limits, or conditions determined by us.

Unless expressly agreed otherwise, full payment must be received in cleared funds at the point the Order is submitted. Once payment has been successfully processed, we will provide you with an invoice for your records. If further Charges arise after the Order has been confirmed—such as additional work, variations, or costs imposed by Network Partners—we will notify you and issue a further invoice. Any outstanding balance must be settled immediately, and no further action will be taken on the Order until payment is received.

4.3 Failure to Pay – Consumer Customers

Where you are acting as a consumer and payment is not received as required, we may delay the processing of your Order until payment has cleared. We also reserve the right to suspend or cancel the Order, or any related agreement with you, without incurring further liability.

4.4 Failure to Pay – Business Customers

If you are acting in the course of business and payment is not made when due, we may, in addition to the rights set out above:

apply interest to overdue amounts at a rate of four per cent (4%) per annum above the Bank of England base rate, accruing daily until payment is received in full; and
take reasonable steps to recover the outstanding sum, which may include suspending future Orders or commencing recovery action where appropriate.

4.5 Brokerage Payments and Network Partners

All payments are made to The Concrete Network Ltd in our capacity as broker and coordinator. You are not required to make payment directly to any Network Partner. Once cleared funds are received, we will arrange settlement with the relevant Network Partner. You acknowledge that delayed or failed payment may impact the ability of the Network Partner to perform the Order as scheduled.

5. Delivery and Performance

5.1 Delivery Arrangements

After your Order has been confirmed, the Network Partner assigned to fulfil it will provide an estimated delivery date and time for the Goods and/or Services. We will pass this information on to you so that appropriate arrangements can be made at the delivery location.

5.2 When Delivery Is Deemed Complete

Delivery of Goods is deemed to have taken place once the Goods reach the location agreed between you, us, and the Network Partner. Where Services are provided, these will be carried out at the agreed site and within the agreed timeframe.

5.3 Failure to Receive or Delays at Site

If delivery cannot be completed at the scheduled time, or if the process is delayed due to circumstances within your control—such as lack of access, site unpreparedness, or absence of authorised personnel—we may apply additional charges. These may include costs for:

disposal or removal of unusable materials; and
extended waiting time or additional attendance by the Network Partner beyond the originally allocated period.

5.4 Failure to Accept Delivery

Where delivery is attempted but not accepted within 24 hours, we reserve the right to end the Contract in accordance with these Terms. In such circumstances, the Goods may be resold, returned, or disposed of, and you may be liable for any costs or losses incurred as a result.

5.5 Split or Staged Deliveries

In some cases, Goods or Services may be supplied in multiple stages. Each stage will be treated as a separate delivery. A delay, issue, or defect affecting one stage will not automatically entitle you to cancel or refuse any other part of the Order.

5.6 Risk and Care of Goods

Responsibility for the Goods passes to you once they are delivered to the agreed location, regardless of whether inspection has taken place. From that point onward, you are responsible for ensuring that the Goods are handled and stored safely.

5.7 Transfer of Ownership

Ownership of the Goods will not pass to you until both delivery has taken place and full payment of all Charges and any Additional Charges has been received by us.

5.8 Issues Affecting Delivery by Network Partners

If delivery cannot be completed due to breakdowns, equipment failure, or other unexpected issues affecting the Network Partner:

the Network Partner will normally agree a revised delivery date with you or arrange an alternative supplier;
if the issue is not resolved, you should notify us and we will take reasonable steps to arrange a suitable alternative solution.

5.9 Updates and Communication

We will make reasonable efforts to keep you informed of any material changes to delivery arrangements. While we aim for timely performance, delivery times may be affected by factors outside our control, including traffic conditions, weather, and Network Partner availability.

6. Your Obligations

6.1 Customer Responsibilities

By entering into a Contract with us, you agree to:

Cooperate fully with us and provide all requested information necessary to facilitate delivery and performance of the Contract. This includes, but is not limited to, providing a complete delivery address, accurate contact details, and any relevant information regarding road restrictions, access limitations, or site conditions that may affect the ability of us or our Network Partners to deliver the Goods or Services.
Ensure that the delivery location is suitable for the Goods and/or Services, especially if it is not on a public highway. You must ensure that access and site conditions allow safe delivery and unloading of the Goods by us or our Network Partners.
Indemnify us and our Network Partners against any damage, loss, or liability arising from delivery to a location that is unsuitable or not on a public highway. This includes, without limitation, damage to vehicles, property, or equipment caused by poor access or ground conditions deemed unsafe by us or our Network Partner.
Ensure that there are sufficient competent personnel and appropriate equipment on-site to promptly receive and manage the delivery of the Goods and/or Services. Personnel must be available at the agreed delivery time window to avoid delays.
Allow the Network Partner or delivery personnel to access the delivery location for up to 60 minutes before and 60 minutes after the agreed delivery time to prepare, unload, and complete delivery safely.
Provide, if requested, adequate lighting and water supply to facilitate the delivery and safe handling of the Goods.
Maintain appropriate insurance covering your use of the delivery location and the activities of personnel, including liability for any damage or injury arising during delivery.

6.2 Liability for Non-Compliance

You acknowledge that neither we nor our Network Partners will be liable for any damage, loss, or delay arising from your failure to comply with your obligations under Conditions 6.1(a), 6.1(b), 6.1(d), or 6.1(e).

6.3 Permissions and Consents

You are responsible for obtaining all necessary permissions, licences, and consents (including any planning or regulatory approvals) prior to the agreed delivery date. We and our Network Partners will not be liable for any loss, damage, or delays caused by your failure to obtain such permissions.

6.4 Ownership or Permission of Delivery Location

By placing your Order, you warrant that you either own the delivery location or have the express permission of the owner to have the Goods and/or Services delivered there.

7. Warranty

7.1 Standard Warranty

We aim to provide you with the highest quality concrete and associated services. Where the manufacturer provides a warranty for the concrete, we will pass on any applicable warranty to you. Other than this, we do not provide any additional warranties or guarantees beyond those stated in these Terms or those implied by law.

7.2 Compliance with Standards

All concrete supplied will, where applicable, comply with British Standard BS EN 206.1 at the time of delivery.

7.3 Illustrations and Descriptions

Any images, descriptions, or specifications of concrete or services on our Site or in quotations are for illustrative purposes only. While we aim to present the concrete accurately, slight variations may occur in colour, texture, or appearance.

7.4 Returns and Replacements for Concrete

If You Are a Consumer:

Due to the nature of concrete, we can only accept returns if the concrete has not been mixed or poured and is in a condition that allows resale.
If the concrete is faulty or does not comply with your order before mixing or pouring, you may request a replacement or refund.
Any claims must be made as soon as possible and no later than 24 hours after delivery for unused concrete. Once the concrete has been poured or mixed, it cannot be returned, and no refund or replacement will be possible.

If You Are Not a Consumer:

For non-consumer customers, returns of unused concrete must be notified within 24 hours of delivery. Once the concrete has been mixed or poured, it cannot be returned. Your rights for faulty concrete are limited to replacing the delivered quantity or issuing a credit.

8. Your Rights

8.1 General Cancellation Rights

Except as set out in Conditions 8.2, 8.3, 8.4, and 8.8 below, if you decide to cancel the Contract, we will refund you the amount you have already paid using the payment method you used.

8.2 Services

If your order includes any Services (such as delivery or laying of concrete), you cannot cancel once we have started providing those Services. If you cancel after Services have begun, you must pay for the Services provided up to the point of cancellation, and we may charge for any unused or waste concrete or materials.

8.3 Consumer Cancellation Rights for Concrete and Goods

As a consumer, you can cancel your order:

Before delivery of the concrete – provided you give us at least 24 hours' notice.
Within 14 days after receiving any Goods, except for Services or concrete that has been mixed, poured, or used, in which case cancellation is no longer possible.
Before we commence any Services, if applicable.

Important: Concrete cannot be returned once it has been mixed or poured. If the concrete is already out for delivery or mixed, we may retain up to 100% of the order price. Additionally, we may charge a reasonable fee for removal of any waste concrete that cannot be reused.

8.4 Legal Rights for Consumers

You also have statutory legal rights if the concrete or other goods are faulty, not as described, or not of satisfactory quality. These legal rights are separate from your right to cancel under this Condition 8:

Up to 30 days after delivery: you can request a replacement, repair, or full refund.
Between 30 days and 6 months: if repair/replacement is not possible, you may be entitled to a refund or price reduction.
From 6 months up to 6 years: you may be entitled to a partial refund if the concrete or goods do not last a reasonable time, provided they have been used appropriately and not altered or damaged.

8.5 Exercising Legal Rights

To exercise your statutory rights, contact us (see Condition 1.2). For any repair or replacement, you may need to coordinate with the supplier of the concrete or goods.

8.6 Refunds for Consumers

If you are entitled to a refund:

We will refund the price you paid. The refund may be reduced to account for any reduction in the value of returned goods.
Refunds will be processed within 14 days from when we receive returned goods or notification of rejection.

8.7 Business Customers

If you are not a consumer, the above rights do not apply.

8.8 Cancellation Prior to Delivery (Business Customers)

You may cancel your order by providing at least 24 hours' written notice.

Cancellation less than 24 hours before delivery: we may retain up to 50% of the order price.
Cancellation while concrete is out for delivery or already mixed: we may retain up to 100% of the order price, plus any reasonable fees for waste removal.

9. Our Liability to You

9.1 What We Cannot Limit

We cannot limit our responsibility for:

Death or injury caused by our negligence.
Fraud or deliberately misleading you.
Breaking certain legal rules about the quality and description of goods (under the Sale of Goods Act 1979).

9.2 Network Partners

We are not responsible for mistakes or problems caused by our Network Partners. If there is an issue, contact us and we will help you deal with the Network Partner.

9.3 Foreseeable Loss (Consumer)

We are only responsible for problems or losses that could reasonably happen because of our mistake. We are not responsible for unexpected or unusual losses.

9.4 Domestic Use Only

Our Goods and Services are meant for personal or home use. If you use them for business or resale, we are not responsible for any loss of profit, business, or opportunities.

9.5 Excluding Implied Warranties (Business Customer)

Unless we explicitly say otherwise, we do not promise that our Goods or Services are perfect for your specific purpose. You must check that they are suitable for your needs.

9.6 Reporting Problems

To make a claim:

Tell us in writing about the problem. For delivery damage, do this within 7 days. For hidden defects, do this within 2 days of noticing.
Allow us a chance to inspect the Goods or Services.

9.7 When Warranty Does Not Apply

We are not responsible if the problem is caused by:

Continued use after you noticed the issue.
Not following instructions.
Altering or repairing the Goods or Services without our written permission.

9.8 What We Can Do for Valid Claims

If your claim is valid, we may:

Repair or replace the defective Goods at our cost.
Re-do the Services if they were faulty.
Refund the Price (or part of it), excluding extra costs like delivery or delays caused by you.

9.9 Limits on Our Liability

Except as above:

We are not responsible for lost profits, business, or goodwill.
We are not responsible for indirect or unusual losses.
For direct losses, the most we will pay is the total Price you paid for the Goods and Services.

9.10 Payment Obligations

Having a claim does not let you delay or stop paying for other Goods or Services in your order that are not part of the claim.

10. Complaints

If you have a complaint, you can contact us:

Telephone: +44 7496 997394
Email: info@theconcretenetwork.co.uk

Please note that we may record phone calls for training, customer service, and order monitoring.

11. How We Use Your Personal Data

We collect and use your personal information as part of our contract with you. We handle your data according to our Privacy Policy, which is available on our website. Please read it carefully as it contains important information.

12. Events Outside Our Control (Force Majeure)

12.1 We are not responsible for delays or failures caused by events beyond our reasonable control ("Event Outside Our Control”), such as extreme weather, strikes, or other unexpected problems.

12.2 If such an event affects your order:

We will contact you as soon as possible.
Our obligations will be paused, and delivery times may be extended. After the event, we will arrange a new delivery date with you.

12.3 If the Event Outside Our Control continues for more than 5 days, you can cancel your order. If you cancel, we will refund any payments you have already made.

13. Changes to These Terms

13.1 We may update these Terms from time to time. The Terms in effect when you place your order will apply.

13.2 We may revise the Terms to reflect changes in laws or regulations.

13.3 If a change affects your order, we will notify you in advance and explain how to cancel if you don't agree. If you cancel, we will refund any payments you have made.

14. Other Important Terms

14.1 We may transfer our rights and responsibilities under the contract to another company, but this won't affect your rights.

14.2 When we say “in writing,” this includes email.

14.3 You can only transfer your rights or obligations if we agree in writing.

14.4 This contract is only between you and us. No one else has the right to enforce it.

14.5 If any part of these Terms is found to be illegal or unenforceable, the rest will still apply.

14.6 If we don't enforce a right or obligation immediately, it doesn't mean we waive it. Any waiver must be in writing and does not apply to future situations.

14.7 Governing Law and Jurisdiction

These Terms are governed by English law. Any disputes will normally be handled by the courts of England and Wales. If you live in Northern Ireland or Scotland, you may bring proceedings there instead.