Terms & Conditions
Standard Terms & Conditions of Business — Version 1.1 (PIM-000903-CPD-v1.1), website edition. Issued 20 October 2026.
1. Application
1.1 These terms apply to all services, repairs, installations, inspections, testing, commissioning, maintenance and supply of goods by Prism Catering Equipment Solutions Ltd (“Prism”). They are provided with every quotation and booking confirmation and are published on our website.
2. Definitions
2.1 “Client” means the person or organisation instructing the Works. “Contract” means the contract between Prism and the Client for particular Works. “Charges” means the amounts payable for the Works. “Works” means the services and goods Prism supplies under a Contract. “Quotation” includes a proposal, tender or estimate. “Service & Rate Schedule” means Prism’s standard schedule of service charges and rates, as dated and current. “Customer Agreement” means a written agreement signed for Prism by its Director. “Standard Working Hours” means 08:00–16:00, Monday to Friday, excluding bank holidays in England, unless a Customer Agreement or Quotation states otherwise. “In writing” includes email.
3. Forming the Contract; Order of Precedence
3.1 A Contract is formed when the Client accepts a Quotation, or instructs Works and Prism confirms the booking. These terms apply from that point.
3.2 If documents conflict, they take priority in this order: (a) a Customer Agreement, to the extent it expressly varies these terms; (b) the accepted Quotation, for the scope and price of that work; (c) these terms; (d) the Service & Rate Schedule current at the date of instruction, for any charge not priced by (a) or (b).
3.3 A purchase order, portal acceptance, delivery note or similar document from the Client is accepted only as authority to proceed, a reference and a confirmation of price. Any terms printed on or referred to in it do not apply, whatever they say, and are not incorporated by any course of dealing. Client terms apply only through a Customer Agreement.
3.4 No variation of these terms or of a Contract is effective unless it is in writing and agreed by Prism’s Director.
4. Quotations
4.1 Quotations are valid for 30 days from issue unless they state otherwise. They are based on the information provided and the site conditions visible when priced.
4.2 Before acceptance, Prism may amend a Quotation if circumstances change or further information becomes available. After acceptance, changes are made under clause 6.
5. Charges
5.1 The Charges are those in the accepted Quotation or a Customer Agreement. Where neither prices the work, the Service & Rate Schedule current at the date of instruction applies. Rates agreed for a particular Client through a Quotation, tender, framework, procurement exercise or Customer Agreement apply to that Client in place of the Service & Rate Schedule, for the scope and period stated.
5.2 A callout charge covers attendance, fault diagnosis and the first hour of labour on site. Further labour is charged in 30-minute increments at the applicable rate. Work outside Standard Working Hours is charged at the applicable out-of-hours rate.
5.3 Chargeable time runs from parking at the nearest available legal parking location until the engineer returns to the vehicle after completing the Works, including reasonable time between the vehicle and the site. Parking, toll, congestion, ULEZ and similar charges incurred in attending are payable by the Client.
5.4 Prism gives Clients with continuing arrangements reasonable advance notice of changes to the Service & Rate Schedule where applicable. Fixed pricing agreed in a Customer Agreement or Quotation is not affected. All Charges are subject to VAT.
6. Scope, Additional Work and Variations
6.1 Attendance is based on the fault, task or instruction given when booking, and a repair Quotation covers the identified fault only. Additional faults found, or additional work requested during an attendance, may need further labour, parts or a separate Quotation, and are chargeable.
6.2 Where additional work requested during an attendance is a separate instruction, Prism may treat it as a new attendance and apply the applicable callout charge, telling the Client before starting it.
7. Equipment Condition and Existing Faults
7.1 A repair restores the identified fault only. An attendance does not confirm that equipment is free of other defects. Prism is not responsible for failures of components unrelated to the Works, including those arising from pre-existing faults, age, wear, prior deterioration, poor maintenance, or defects not reasonably identifiable at the time, nor for faults arising where equipment has been adjusted, modified or interfered with by others after the attendance.
8. Installation Works
8.1 Installation pricing is based on the agreed scope and visible site conditions. Existing gas, electrical, ventilation, water and drainage services must be suitable unless the Quotation states otherwise.
8.2 The Client must have the site fully ready at the agreed time. If installation cannot proceed because building, electrical, gas, ventilation or other third-party works are incomplete, the attendance may be treated as abortive (clause 16), and further visits are chargeable.
8.3 The Client must provide safe and reasonable access. Removal or disposal of existing equipment is included only where the Quotation says so. Additional labour, lifting equipment or engineers needed to move equipment safely are chargeable, and Prism may refuse to move equipment where that would create a safety risk or risk of damage.
8.4 Where Works are construction work under the Construction (Design and Management) Regulations 2015 — for example installing or altering fixed gas, electrical or ventilation services — the Client has the duties of a client under those Regulations, including providing pre-construction information such as asbestos information.
9. Parts
9.1 Repairs depend on parts being available from suppliers; Prism is not responsible for delay or inability to complete where parts are discontinued or unavailable. Parts are charged at prevailing rates, which may include sourcing, handling and warranty administration. Where a part must be ordered, a further attendance may be needed. If supplier pricing changes between Quotation and ordering, Prism may adjust the parts price, telling the Client of significant changes before proceeding where practicable.
9.2 Title to goods remains with Prism until paid for in full; risk passes to the Client on delivery or installation.
9.3 Where the Client supplies parts, Prism is not responsible for their quality, compatibility or performance, gives no warranty on them, and charges for fitting them.
10. Minor Parts Authority
10.1 To minimise downtime, Prism may fit the minor parts needed to complete a repair without prior approval, up to the minor-parts spending limit confirmed in writing with the Client before work begins, applied per asset for each separately instructed repair.
10.2 The limit covers the total parts charge for that repair, across all engineers and visits. Callout and labour charges are additional.
10.3 Work on any additional asset requires the Client’s instruction. Prism obtains the Client’s approval before the parts charge for a repair exceeds the limit.
11. Warranty and Recall
11.1 Prism warrants its workmanship for 90 days from completion of repair Works, and for 12 months from completion of installation Works, subject to normal operation and maintenance.
11.2 A genuine workmanship defect attributable to Prism and notified within the applicable period is put right free of charge as a recall. Any other return visit — for unrelated faults, equipment condition, Client instruction, third-party interference or parts failure — is a new attendance, charged at the applicable rates.
11.3 Parts carry the manufacturer’s warranty. Labour associated solely with a manufacturer’s parts warranty is chargeable unless Prism, the manufacturer or the applicable written agreement expressly provides otherwise.
11.4 Specialist services supplied through Prism remain Prism’s responsibility to the Client; their workmanship warranty period may be the period expressly stated for that service in the Quotation or Customer Agreement, rather than the periods in clause 11.1.
11.5 The warranty does not apply where equipment has been misused, modified, poorly maintained, or affected by external causes such as power or water supply problems, or to manufacturer defects.
12. Planned Preventive Maintenance (PPM)
12.1 PPM is priced on the agreed asset register or number of assets; additional assets found are chargeable. A PPM visit records the condition of equipment at the time and is not a guarantee of future performance; remedial work is quoted separately.
12.2 Equipment that cannot be accessed, safely isolated, or opened may be recorded as not inspected, and Prism accepts no responsibility for components that could not reasonably be inspected. Additional labour applies where equipment must be moved or more engineers are needed.
13. Gas Safety Inspections
13.1 A commercial gas safety inspection and its certificate reflect the condition of the appliances, installation and safety devices at the time of inspection only. They confirm compliance with relevant safety requirements at that time and do not guarantee future performance, reliability or safety. Inspections cover visible and reasonably accessible components; concealed or inaccessible defects, or those requiring dismantling of equipment, fixtures or building fabric, are not covered.
13.2 Defects and safety concerns found are recorded and advised to the Client. Where the Client chooses not to proceed with recommended remedial work, Prism is not liable for the consequences of continued use. An inspection is not a service, repair or maintenance visit unless agreed in writing.
14. Health, Safety and Site Conditions
14.1 Prism works in accordance with health and safety law, may apply lock-out / tag-out, and may suspend Works where conditions are unsafe. Prism may isolate unsafe equipment and, where an appliance is Immediately Dangerous or unsafe to use, disconnect or isolate it under the Gas Industry Unsafe Situations Procedure or other applicable procedure. Prism is not responsible for operational disruption caused by a safety shutdown.
14.2 Before work starts, the Client must provide its asbestos information for the areas affected, including any asbestos register or survey. Prism stops work where asbestos is known or suspected and is not resolved. Prism does not enter restricted or confined spaces; work requiring entry is not undertaken by Prism.
14.3 Where Works involve soldering, brazing, grinding or similar, the Client must arrange any required hot-works permits and alarm isolations.
15. Client Responsibilities
15.1 The Client must provide safe working conditions, access to equipment, the services needed for the Works, accurate information about the fault or task, and its safeguarding and site-access requirements before attendance. Equipment must be reasonably clean, empty and safe to work on; excessive cleaning or preparation is chargeable, and Prism may decline or suspend work on equipment that is excessively dirty or unsafe until it is made safe, with time on site remaining chargeable.
16. Cancellation, Abortive Visits and Deposits
16.1 If the Client cancels with less than 24 hours’ notice, or Works cannot proceed on arrival because of lack of access, site readiness, incorrect instruction or unavailability of the Client’s representative, the attendance is abortive and the applicable callout charge applies; waiting time may be charged at the applicable labour rate. Prism may waive these charges at its discretion.
16.2 Prism may require a deposit before ordering equipment, materials or parts, or before starting installation. If an accepted order is cancelled after goods have been ordered, the Client pays the costs incurred, including supplier charges, restocking fees, delivery charges and non-returnable goods.
17. Approved Specialist Engineers and Contractors
17.1 Prism may use approved specialist engineers and contractors to deliver Works or parts of them. Prism remains contractually responsible to the Client for the Works it supplies.
18. Safeguarding and DBS
18.1 Prism undertakes appropriate DBS and safeguarding verification where required and legally eligible, according to its safeguarding and DBS framework, the role of the individual, and the applicable site or Client requirements. A Client requirement does not by itself establish legal eligibility for a particular level of DBS check. Prism’s engineers follow reasonable site safeguarding and visitor procedures.
19. Waste
19.1 Unless disposal is included in the Quotation, removed parts, materials and packaging remain the Client’s, for disposal through its own authorised waste arrangements. Where disposal is included, Prism arranges it as stated in the Quotation.
20. Payment
20.1 Invoices are payable within 30 days of the invoice date unless otherwise agreed in writing. On overdue sums Prism may claim statutory interest and fixed compensation under the Late Payment of Commercial Debts (Interest) Act 1998, together with reasonable recovery costs, and may suspend further Works until outstanding sums are paid.
20.2 Where a Contract is a construction contract within the Housing Grants, Construction and Regeneration Act 1996 — generally where Works install, alter, repair or maintain fixed services or fittings forming part of a building — the payment, notice, suspension and adjudication provisions of that Act apply, together with the Scheme for Construction Contracts to the extent required, and these terms take effect subject to them.
21. Invoice Disputes
21.1 An invoice dispute must be raised in writing, with reasons, within 14 days of the invoice date; otherwise the invoice is treated as accepted as to its amount. Any undisputed part must be paid by the due date. This clause applies to invoice disputes only and does not extinguish any later legitimate claim about the workmanship of the Works or under the warranty in clause 11.
22. Limitation of Liability
22.1 Nothing in these terms limits or excludes liability for death or personal injury caused by negligence, for fraud or fraudulent misrepresentation, for breach of the terms implied by law as to title, or for any other liability that cannot lawfully be limited or excluded.
22.2 Subject to clause 22.1, Prism is not liable, whether the loss is direct or indirect, for: loss of profit, revenue, business, contracts, goodwill or anticipated savings; loss of or damage to food stock or other perishable goods; business interruption or downtime, including interruption to kitchen operations; or any indirect or consequential loss. The Client is advised to maintain suitable stock and business-interruption insurance.
22.3 Subject to clauses 22.1, 22.2 and 22.4, Prism’s total aggregate liability arising under or in connection with a Contract, whether in contract, tort (including negligence), breach of statutory duty or otherwise, is limited to the greater of £100,000 and the total Charges paid or payable under that Contract. This is a contractual limit and is not a statement of Prism’s insurance cover.
22.4 Subject to clauses 22.1 and 22.2, Prism’s liability for physical loss of or damage to the Client’s tangible property — other than the equipment, goods or materials that are the subject of the Works — caused by Prism’s negligence in carrying out the Works is not subject to the limit in clause 22.3, but is limited to £2,000,000 in respect of any one event or series of events arising from the same original cause. This clause 22.4 does not apply to, and clause 22.3 continues to govern: (a) the cost of re-performing, rectifying or replacing the Works or any goods or materials supplied; (b) liability arising from inspection, testing, certification, design, specification or advice; or (c) liability arising from asbestos, or from pollution or contamination other than a sudden and unexpected incident. The figure in this clause is a contractual limit, not a statement of Prism’s insurance cover.
22.5 The Client must take reasonable steps to mitigate any loss. Subject to clause 22.1, any claim must be notified to Prism in writing within 12 months of the Client becoming aware of the claim or of the circumstances giving rise to it. This clause does not apply to any liability that cannot lawfully be limited or excluded.
23. Insurance
23.1 Prism maintains Public Liability insurance with a limit of indemnity of £5,000,000 and Employers’ Liability insurance with a limit of indemnity of £10,000,000. Evidence of cover is available on request. These are insurance limits, not limits on Prism’s liability under a Contract.
24. Force Majeure
24.1 Neither party is liable for delay or failure caused by events beyond its reasonable control, including disruption to the supply of parts. Performance is suspended while the event continues; if it continues for more than 60 days, either party may end the affected Contract by written notice, and the Client pays for Works done and goods ordered up to that point.
25. Data Protection
25.1 Each party complies with data protection law in relation to personal data it handles in connection with a Contract. Prism’s Privacy Notice, published on its website, explains how Prism uses personal information.
26. Disputes
26.1 The parties will first try to resolve any dispute by good-faith discussion, and may consider mediation before proceedings. Where clause 20.2 applies, either party may refer a dispute to adjudication at any time.
27. General
27.1 These terms, with the documents in clause 3.2, are the entire agreement for the Works. If any provision is found invalid, the rest continue to apply. Prism may assign or subcontract its obligations consistently with clause 17; the Client may not assign without Prism’s written consent. No person other than the parties has any right to enforce these terms. Notices must be in writing, to Prism at info@prism-solutions.co.uk or its registered office. A failure or delay in enforcing a right is not a waiver of it.
27.2 Prism may update these terms; an updated version applies to Works instructed after it is issued.
28. Governing Law and Jurisdiction
28.1 These terms and any Contract are governed by the law of England and Wales, and the courts of England and Wales have exclusive jurisdiction, subject to any adjudication under clause 26.
