Terms and Conditions for Eagle Eye Guardian Plans

Effective Date: 29th June 2025

These Terms and Conditions ("Agreement") govern the provision of property maintenance services by Eagle Eye Property Maintenance and Management ("Eagle Eye PM", "we", "us", or "our") to clients ("Client", "you", or "your") who subscribe to an Eagle Eye Guardian Plan. By subscribing to a plan, you agree to be bound by these terms.

Important Note: These terms and conditions specifically cover services provided under an Eagle Eye Guardian Plan. They supplement, and where inconsistent or more specific, take precedence over the general terms and conditions of Eagle Eye Property Maintenance and Management, which can be found on our website at https://www.eagleeyepm.co.uk/general-terms-and-conditions.

1. Service Overview 1.1. Eagle Eye Guardian Plans are designed to provide proactive and reactive property maintenance solutions for landlords and homeowners. Services are delivered by highly skilled professionals overseen by the Director of Eagle Eye PM, a multi-trade expert, with support from Eagle Eye CNC where applicable. 1.2. The specific services included are detailed within your chosen plan tier: Essential Care, Enhanced Protection, or Premier Guardian, as outlined on our website and in your custom quotation.

2. Initial Property Assessment and Quotation 2.1. A complimentary, no-obligation on-site property assessment will be conducted prior to any service agreement. This assessment allows us to evaluate your property's condition, discuss your specific needs, and provide a transparent, custom quotation based on your chosen plan. 2.2. The custom quotation will confirm the exact annual cost for your property based on the chosen plan tier and will supersede the estimated ranges provided on our website.

3. Service Inclusions and Limitations Services are carried out during scheduled visits. While comprehensive, specific limitations apply to ensure fairness and operational efficiency:

3.1. General Inclusions Across All Plans: * Prioritised Service & Discounts: All plan members receive preferential scheduling for visits and discounted rates on additional works (see Section 4). * Multi-Trade Expertise: Services are provided by highly skilled professionals with diverse expertise, all managed and overseen by the Director. * Synergy with Eagle Eye CNC: Opportunity for discounted bespoke components or projects utilising our advanced workshop capabilities. * Reporting: Following each scheduled visit, a detailed digital report outlining works completed, observations, and recommendations will be sent to your nominated email address.

3.2. Essential Care Package Specifics: * Visits: 1 thorough visit per year, or 2 shorter seasonal visits. * Minor Fixes: Up to 30 minutes of minor fixes per visit (e.g., tightening loose handles, re-sealing small areas of caulk in bathrooms/kitchens, re-pressurising boiler if accessible and simple). * Consumables: Minor consumables (e.g., small tubes of sealant, standard screws, basic light bulbs if provided by client) are included within the 30-minute fix time. * Emergency Call-Out Access: Members receive preferential scheduling for urgent issues. Labour for emergencies is charged at a 5% discounted member rate, and materials are charged at cost.

3.3. Enhanced Protection Package Specifics: * Visits: 3-4 visits per year (e.g., Quarterly). * Gutter Cleaning: Up to 20 metres total length per story, accessible from ground level or standard ladder height. Additional lengths or complex access may incur extra charges. * Garden Tidy-Up (Basic): Includes lawn mowing (up to 150 sq metres, 3 times per year during growing season if property has a lawn) and minor hedge trimming (accessible hedges up to 10 metres total length and 2 metres high). Weeding of key areas. * Handyman Tasks: Up to 3 small picture hanging/shelf installations per visit. Client to provide light bulbs for replacement. * Emergency Call-Out: Labour for the first 1 hour of emergency call-outs is included. Labour for any time beyond the included hour will be charged at a 10% discounted member rate, and materials are charged at cost.

3.4. Premier Guardian Package Specifics: * Visits: 4-6 visits per year, or as needed for specific tasks. * Gutter Cleaning: Annual deep clean of gutters and downpipes included. * Pressure Washing: Annual pressure washing of patio/decking up to 30 sq metres. * Minor Painting: Minor painting touch-ups (small scuffs/marks) are included; client must provide paint. * Emergency Call-Out: Labour for the first 3 hours of emergency call-outs is included. Labour for any time beyond the included hours will be charged at a 15% discounted member rate, and materials are charged at cost. * Agent Liaison: Comprehensive Estate/Letting Agent Liaison for maintenance-related communications and coordination.

3.5. Use of Subcontractors: * 3.5.1. To ensure the most efficient and expert service, particularly for specialised tasks (e.g., boiler servicing, specific electrical installations beyond basic checks), Eagle Eye PM may engage carefully selected and qualified subcontractors. * 3.5.2. All subcontractors engaged by Eagle Eye PM will be required to hold their own adequate Public Liability Insurance. * 3.5.3. Where a subcontractor is engaged for specific works, their primary liability for any direct damage or injury caused by their negligence will typically lie with their own Public Liability Insurance. However, Eagle Eye PM maintains its own Public Liability Insurance to cover its overall responsibilities and oversight. * 3.5.4. By entering into this Agreement, the Client acknowledges and consents to the use of such qualified subcontractors by Eagle Eye PM where deemed necessary to complete works under the chosen Guardian Plan.

4. Out-of-Package Charges and Exclusions The following are not included in any Guardian Plan and will be charged separately: 4.1. Materials & Parts: All specific materials and replacement parts required for repairs are charged at cost (unless explicitly stated otherwise for minor consumables within a package). 4.2. Major Repairs/Replacements: Costs for significant works like full roof replacements, new boilers, major electrical rewiring, structural repairs, or appliance replacements. 4.3. Specialist Contractor Services: The actual cost of services from certified professionals (e.g., gas safety certificates, major electrical fault diagnosis, boiler servicing) arranged by Eagle Eye PM (coordination included in Premier). 4.4. Work Outside Package Scope: Any requested service not explicitly listed as part of the chosen package tier. 4.5. Emergency Call-Outs: Labour beyond included hours will be charged at the relevant discounted member rate for your package, and all materials will be charged at cost. 4.6. Damage from Neglect/Misuse: Repairs for damage beyond fair wear and tear.

5. Payment Terms 5.1. Payment Frequency: Clients can choose between a single annual upfront payment or convenient monthly payments via Direct Debit. 5.2. Monthly Payments: Monthly Direct Debits are subject to a 5% administrative fee added to the total annual cost, divided equally across 12 payments. 5.3. Billing Cycle: Annual payments are due within 14 days of invoice issue. Monthly Direct Debits will commence on the 1st or 15th of the month following contract signing. 5.4. Late Payments: We reserve the right to suspend services if payments are not received by the due date.

6. Contract Length and Renewal 6.1. All Eagle Eye Guardian Plans have a minimum initial term of 12 months. 6.2. Your plan will automatically renew for subsequent 12-month periods unless written notice of cancellation is provided at least 30 days prior to your renewal date. 6.3. Important: Failure to provide timely notice of cancellation will result in the automatic renewal of your plan for the subsequent 12-month period, and you will be liable for the charges associated with that period.

7. Service Level Agreements (SLAs) for Response Times (Emergency Call-Outs) 7.1. Definition of Emergency: Critical issues that pose immediate risk to property or safety (e.g., uncontainable leaks, total power loss). Non-emergency issues will be scheduled at our earliest convenience. 7.2. Essential & Enhanced Care: Emergency call-outs for critical issues will receive a response within 8 working hours. 7.3. Premier Guardian: Prioritised emergency response for critical issues within 4 working hours. 7.4. Response times are targets and may be affected by extreme weather conditions, public holidays, or unforeseen circumstances beyond our reasonable control. We will always endeavour to communicate any delays promptly.

8. Access to Property 8.1. The Client must ensure safe and clear access to all areas of the property required for scheduled maintenance and emergency call-outs. 8.2. If access cannot be gained for a scheduled visit, we reserve the right to charge a call-out fee and reschedule the visit. 8.3. Key Holder Service (Premier Guardian): For Premier Guardian clients, we can hold a set of keys for access, subject to a separate key holder agreement and security protocols.

9. Liability and Insurance 9.1. Eagle Eye Property Maintenance and Management holds comprehensive Public Liability Insurance of £1 million. 9.2. All workmanship carried out by us under a Guardian Plan is guaranteed for 12 months from the date of completion. This guarantee covers defects arising directly from our workmanship. It does not cover defects arising from normal wear and tear, misuse, accidental damage, or work carried out by third parties. 9.3. We are not liable for any pre-existing conditions, latent defects, or issues not directly caused by our work.

10. Client Responsibilities 10.1. Provide accurate and complete information about the property and any known issues. 10.2. Ensure the property is safe for our operatives to work in. 10.3. Pay all invoices and monthly Direct Debits promptly. 10.4. Inform us of any changes to contact details or property ownership. 10.5. For landlords, ensure tenants are aware of scheduled visits and access arrangements.

11. Termination of Agreement 11.1. Either party may terminate this Agreement if the other party commits a material breach of these Terms and Conditions and fails to remedy that breach within 30 days of receiving written notice to do so. 11.2. Early Termination by Client: Early termination by the Client before the minimum 12-month term, without cause, may result in an early termination fee equivalent to the remaining balance of the annual fee.

12. Force Majeure 12.1. We shall not be liable for any failure or delay in performing our obligations where such failure or delay results from any cause that is beyond our reasonable control (e.g., severe weather, acts of God, strikes, pandemics).

13. Governing Law and Jurisdiction 13.1. This Agreement shall be governed by and construed in accordance with the laws of England and Wales. 13.2. Any disputes arising under or in connection with this Agreement shall be subject to the exclusive jurisdiction of the courts of England and Wales.

14. Amendments to Terms and Conditions 14.1. We reserve the right to update or modify these Terms and Conditions at any time. Clients will be notified of any significant changes in writing prior to their next renewal date.