NEW HOME RESOLVE

TERMS AND CONDITIONS OF BUSINESS

Version: 1.0  
Effective from: 05 August 2026

These Terms and Conditions apply to services provided by:
New Home Resolve 
Web: www.newhomeresolve.co.uk
Email: newhomeresolve@gmail.com  

In these Terms:

- “we”, “us” and “our” mean New Home Resolve
- “you” and “the Client” mean the person or persons named in our Proposal or Booking Confirmation.
- “Property” means the property identified in the Proposal or Booking Confirmation.
- “Services” means the work expressly described in our Proposal, Booking Confirmation or agreed Scope of Services.
- “Proposal” includes any written quotation, service confirmation, booking confirmation or agreed written scope issued by us.

 1. Application of these Terms

1.1 These Terms apply to all Services provided by us unless we expressly agree otherwise in writing.

1.2 Our contract with you consists of:

a. the Proposal or Booking Confirmation;  
b. any agreed Scope of Services;  
c. these Terms and Conditions; and  
d. any relevant service-specific conditions stated in Schedule 1.

1.3 If there is any inconsistency, the documents take priority in the order listed above.

1.4 No instruction is accepted until:

a. we have completed any necessary conflict-of-interest and suitability checks;  
b. the scope and fee have been confirmed;  
c. you have accepted these Terms; and  
d. any required payment or deposit has been received.

1.5 A website booking, enquiry submission or payment does not by itself require us to accept an instruction. If we cannot accept the instruction, any payment received for Services not provided will be refunded.

2. Our services

2.1 We provide independent technical surveying and consultancy services concerning defects, construction quality, unsuccessful repairs and disputes affecting new-build and recently converted residential properties.

2.2 The precise Services will be limited to those expressly stated in the Proposal.

2.3 Services may include:

a. remote defect reviews;  
b. structural-warranty coverage reviews;  
c. preparation of technical evidence or submission packs;  
d. review of existing snagging reports;  
e. developer-resolution letters and evidence packs;  
f. property inspections and technical defect reports;  
g. review of proposed remedial works;  
h. ongoing technical support for a defined period; and  
i. monitoring of remedial works at agreed stages.

2.4 We will perform the Services with reasonable care and skill.

2.5 We do not guarantee:

a. that a developer will accept responsibility;  
b. that a warranty provider or insurer will provide coverage;  
c. that a complaint, claim, adjudication or ombudsman referral will succeed;  
d. that any party will undertake repairs;  
e. that a dispute will be resolved within a particular period; or  
f. that a proposed repair will be successful unless we have separately designed, continuously supervised and certified that repair under an expressly agreed appointment.

3. Nature of our advice

3.1 Our advice is technical and practical. It is based on:

a. the agreed scope;  
b. information and documents supplied to us;  
c. observations reasonably available during any inspection; and  
d. professional judgement at the date of our advice or report.

3.2 Our opinions may be provisional where:

a. no physical inspection has been undertaken;  
b. relevant areas are concealed or inaccessible;  
c. testing or opening-up has not been undertaken;  
d. documentation is incomplete;  
e. weather conditions prevent observation of the reported defect; or  
f. another specialist’s input is required.

3.3 Where several causes are reasonably possible, we may explain the competing possibilities and recommend further investigation rather than provide a definitive conclusion.

3.4 We are not responsible for matters outside the agreed scope merely because they are visible in photographs, documents or at the Property.

3.5 We have no continuing duty to update advice or reports because of events, deterioration, documents, policy changes or information arising after completion of the Services unless we are separately instructed to do so.

4. Services we do not provide

Unless expressly agreed in writing, we do not provide:

a. legal advice or legal representation;  
b. the conduct of litigation;  
c. advice on limitation periods or causes of legal action;  
d. formal expert-witness evidence;  
e. structural engineering design or calculations;  
f. architectural design;  
g. quantity surveying or a measured schedule of remedial costs;  
h. valuations or diminution-in-value assessments;  
i. electrical, gas, heating or appliance testing;  
j. drainage CCTV surveys;  
k. asbestos surveys or sampling;  
l. fire-engineering, external-wall or cladding assessments;  
m. environmental or contamination assessments;  
n. laboratory analysis;  
o. destructive opening-up;  
p. continuous site supervision;  
q. certification of contractor workmanship; or  
r. health-and-safety management of construction works.

Where another specialist is required, we may recommend that you appoint an appropriately qualified professional.

5. Insurance and structural-warranty matters

5.1 A Structural Warranty Coverage Review is an indicative technical and policy review only.

5.2 We do not make coverage decisions on behalf of an insurer or warranty provider.

5.3 Any opinion on possible warranty coverage:

a. is based on the wording and information supplied;  
b. is not a guarantee of acceptance;  
c. may depend on facts that require investigation; and  
d. does not replace advice from a solicitor where a legal interpretation is required.

5.4 Unless our Proposal expressly confirms a different lawful arrangement, we do not:

a. notify an insurance claim on your behalf;  
b. conduct or administer the claim as your representative;  
c. negotiate coverage or settlement;  
d. accept or reject an offer;  
e. receive claim payments; or  
f. hold ourselves out as your authorised insurance intermediary or loss assessor.

5.5 Where we prepare a Warranty Claim Technical Submission Pack:

a. the work is a technical evidence and drafting service;  
b. you remain responsible for checking and approving the information;  
c. you remain responsible for submitting and conducting the claim; and  
d. our involvement ends when the agreed pack is delivered unless further work is separately commissioned.

5.6 Nothing in our work guarantees that a warranty provider will accept the defect, causation, repair scope or claimed cost.

6. Developer complaints and dispute support

6.1 We may assist with technical complaints against developers, builders or contractors.

6.2 This may include:

a. preparing a defect schedule;  
b. preparing a factual chronology;  
c. reviewing technical explanations;  
d. identifying unanswered questions;  
e. reviewing proposed repairs;  
f. drafting a Developer Resolution Letter; and  
g. attending agreed meetings as your technical consultant.

6.3 We do not determine legal liability.

6.4 Statements concerning responsibility will be limited to technical findings, available contractual or published requirements and the evidence supplied. Advice on breach of contract, statutory duties, recoverable losses or legal remedies should be obtained from a solicitor.

6.5 Unless expressly stated otherwise, a Developer Resolution Letter is not a formal legal Letter of Claim under any court pre-action protocol.

6.6 Where a formal Letter of Claim or court proceedings are contemplated, we may prepare technical evidence for your solicitor, but the legal contents should be reviewed and issued by an appropriately qualified legal professional.

6.7 You must approve all correspondence drafted in your name before it is issued.

6.8 We may send approved correspondence administratively where written authority has been provided. This does not make us your solicitor or litigation representative.

7. Ongoing support

7.1 Ongoing Developer Resolution Support is supplied for the period and within the activity limits stated in the Proposal.

7.2 A standard support stage may be limited by:

a. number of weeks;  
b. number of responses reviewed;  
c. number of letters or emails drafted;  
d. number and duration of consultations;  
e. number of meetings attended;  
f. number of defect items; and  
g. total document volume.

7.3 The service does not continue until final resolution unless expressly agreed through further paid stages.

7.4 Work outside the agreed limits will require:

a. a revised fixed fee;  
b. purchase of a further service stage; or  
c. payment at the agreed hourly rate.

7.5 We are not responsible for delay caused by the developer, contractor, warranty provider, insurer, ombudsman, adjudicator, solicitor or any other third party.

7.6 We may recommend ending technical correspondence and obtaining legal or specialist advice where continued involvement is unlikely to be proportionate or effective.

8. Information and documents supplied by you

8.1 You must provide information that is accurate, complete and not misleading.

8.2 You must promptly disclose:

a. previous reports and inspections;  
b. previous or proposed repairs;  
c. relevant correspondence;  
d. developer and warranty-provider decisions;  
e. known alterations to the Property;  
f. relevant sale, purchase or warranty documents;  
g. ongoing legal proceedings; and  
h. any fact reasonably capable of affecting our advice.

8.3 We may rely upon information supplied by you and third parties without independently verifying it unless verification forms part of the agreed scope.

8.4 We are not responsible for conclusions affected by information that is:

a. withheld;  
b. inaccurate;  
c. incomplete;  
d. supplied late; or  
e. materially changed after our work is completed.

8.5 You must identify clearly which documents and defect items you require us to consider.

8.6 Documents or photographs exceeding the agreed allowance may attract an additional fee.

8.7 You must retain original documents and photographs. We are not a permanent document-storage service.

9. Remote services

9.1 Remote services are based only on the information, photographs, videos and documents supplied.

9.2 Remote advice cannot reliably establish matters requiring:

a. physical inspection;  
b. touch, measurement or testing;  
c. opening-up;  
d. observation during rainfall or particular weather;  
e. specialist calculations; or  
f. inspection of concealed construction.

9.3 Photographs and videos may distort scale, colour, alignment or condition.

9.4 A remote review is not a substitute for an inspection where inspection is reasonably required.

9.5 We may suspend or limit a remote review if the available information is inadequate and recommend an inspection or specialist investigation.

10. Property inspections

10.1 An inspection is limited to:

a. the defect items agreed in the Proposal;  
b. areas that are safely and reasonably accessible; and  
c. visual, non-destructive observations unless expressly agreed otherwise.

10.2 We do not move heavy furniture, lift fitted floor coverings, remove finishes, open up construction or dismantle components unless agreed in advance.

10.3 Roofs, lofts, basements, confined spaces, high-level areas and other hazardous areas will be inspected only where safe access has been provided.

10.4 We are not required to use ladders, scaffolds, mobile elevated work platforms, drones or other access equipment unless included in the Proposal.

10.5 You are responsible for:

a. arranging lawful access;  
b. obtaining permissions from owners, tenants, managing agents or occupiers;  
c. informing occupants of the visit;  
d. ensuring pets are controlled;  
e. identifying known hazards; and  
f. ensuring the Property is reasonably safe to inspect.

10.6 We may refuse or discontinue an inspection where conditions are unsafe, abusive, obstructed or unsuitable.

10.7 An aborted or substantially restricted visit may be chargeable where the restriction was outside our control.

10.8 We do not warrant that every defect will be identified.

10.9 Concealed defects, intermittent defects and defects not manifesting at the inspection date may not be observable.

11. Investigations, opening-up and specialists

11.1 Further investigation may be necessary before the cause or repair can be established.

11.2 Recommendations for opening-up, testing or specialist input do not mean that those activities are included in our fee.

11.3 Any contractor undertaking opening-up or testing must be separately appointed and appropriately insured.

11.4 Unless expressly agreed, we are not responsible for:

a. the contractor’s acts or omissions;  
b. temporary protection;  
c. making good;  
d. consequential damage caused by opening-up; or  
e. health-and-safety arrangements.

11.5 Where we engage a specialist or contractor as our subcontractor, this will be confirmed in the Proposal.

11.6 Where you appoint the specialist directly, that specialist’s work will be governed by their own terms.

12. Reports and deliverables

12.1 Reports and advice are prepared:

a. for the named Client;  
b. for the Property;  
c. for the purpose stated in the Proposal; and  
d. based on conditions and information available at the relevant date.

12.2 You may provide a report to your developer, warranty provider, insurer, ombudsman, adjudicator, solicitor or other professional adviser for the agreed purpose.

12.3 No third party may rely upon our report without our express written agreement.

12.4 Sharing a report does not create a duty of care to the recipient.

12.5 A third party requiring reliance must request a separate reliance letter, which may be subject to additional enquiries, conditions and fees.

12.6 Draft reports must not be relied upon or circulated as final reports.

12.7 We may correct clerical or factual errors after issue. Such correction does not entitle the Client to require a substantive reassessment unless the underlying information was incorrect.

12.8 Our reports must be read as a whole. Individual extracts must not be presented out of context.

12.9 Reports are not prepared for court proceedings or as expert evidence unless the Proposal expressly states otherwise.

13. Intellectual property

13.1 Copyright and intellectual-property rights in our reports, schedules, photographs, templates, methodologies and other materials remain with us.

13.2 Once all relevant fees have been paid, you receive a non-exclusive licence to use the final deliverable for the agreed purpose.

13.3 You must not:

a. alter a report in a misleading manner;  
b. remove qualifications or limitations;  
c. resell our work;  
d. reproduce our templates for commercial use; or  
e. present our work as having been prepared for another property or purpose.

13.4 We may retain anonymised know-how, processes and general learning arising from an instruction, provided that you and the Property are not identifiable.

14. Fees

14.1 Fees will be stated in the Proposal or Booking Confirmation.

14.2 Fees may be:

a. fixed;  
b. based on a stated service level;  
c. charged hourly; or  
d. calculated by reference to an agreed day or half-day rate.

14.3 Fixed fees apply only to the agreed scope and limits.

14.4 Additional fees may apply where:

a. further defect items are added;  
b. additional documents require review;  
c. information is substantially reorganised or incomplete;  
d. further meetings or correspondence are requested;  
e. the instruction becomes more complex;  
f. urgent delivery is required;  
g. a second visit is required; or  
h. third-party or specialist costs are incurred.

14.5 We will obtain your agreement before undertaking material additional chargeable work.

14.6 Travel, accommodation, parking, tolls, access equipment, testing and specialist fees are chargeable where stated in the Proposal.

14.7 VAT will be added where legally applicable.

15. Payment

15.1 Fixed-price remote services are normally payable in full before work begins.

15.2 Inspection or ongoing-support services may require a deposit, with the balance payable in accordance with the Proposal.

15.3 Unless otherwise stated, invoices are payable within [7/14] days.

15.4 We may suspend work or withhold draft or final deliverables where an invoice is overdue.

15.5 We will not withhold information where doing so would unlawfully prejudice your statutory rights.

15.6 You remain responsible for our fees regardless of whether they are recoverable from a developer, insurer, warranty provider or other party.

16. Consumer cancellation rights

16.1 Where you purchase Services online, by telephone or away from our business premises as a consumer, you may normally have a legal right to cancel within 14 days after the contract is made.

16.2 You may cancel by sending a clear statement to:

newhomeresolve@gmail.com 

or by using the cancellation form at Schedule 2.

16.3 Where you ask us to begin work during the 14-day cancellation period, you must expressly request that early commencement.

16.4 If you request early commencement and later cancel during the cancellation period, you may be required to pay a proportionate amount for Services supplied up to the time of cancellation.

16.5 Where the Services have been fully performed during the cancellation period, your cancellation right may end once:

a. you expressly requested early commencement; and  
b. you acknowledged that the cancellation right would be lost once the Services were fully performed.

16.6 Nothing in these Terms removes or reduces statutory cancellation rights.

17. Appointment cancellation and rescheduling

17.1 These provisions apply in addition to any statutory cancellation rights.

17.2 Consultations may normally be rescheduled once without charge where at least 24 hours’ notice is provided.

17.3 Where less than 24 hours’ notice is provided, we may retain or charge up to [50%/100%] of the appointment fee, reflecting the time reserved and work already undertaken.

17.4 Where you do not attend an appointment or provide access, the appointment may be treated as completed for charging purposes.

17.5 Inspection cancellation charges may include:

a. preparatory work already undertaken;  
b. non-refundable travel or accommodation costs; and  
c. a reasonable charge for time reserved at short notice.

17.6 We will apply cancellation charges reasonably and will take account of any time or costs saved.

17.7 We may reschedule an appointment due to illness, unsafe conditions, severe weather, travel disruption or other circumstances outside our reasonable control.

18. Turnaround times

18.1 Any timescale is an estimate unless expressly guaranteed in writing.

18.2 The turnaround period begins only when we have received:

a. payment or deposit;  
b. accepted Terms;  
c. all required documents;  
d. sufficient instructions; and  
e. access where an inspection is required.

18.3 We are not responsible for delay caused by incomplete information, third parties, restricted access, client amendments or circumstances outside our reasonable control.

18.4 An urgent service may be available for an additional fee but must be expressly agreed.

19. Client conduct and communications

19.1 Communications must remain reasonable, professional and relevant to the instruction.

19.2 A fixed-fee service does not include unlimited telephone calls, messages or emails.

19.3 We may specify the principal communication method and a single nominated Client contact.

19.4 We may suspend or terminate an instruction where:

a. staff or consultants are subjected to abusive, threatening or discriminatory conduct;  
b. you ask us to make statements we believe are inaccurate or misleading;  
c. you refuse to disclose material information;  
d. a conflict of interest arises;  
e. continued work would be unlawful or professionally improper; or  
f. fees remain unpaid.

20. Conflicts of interest

20.1 We may decline an instruction where we have acted, or are acting, for another party whose interests conflict with yours.

20.2 You must provide the correct names of:

a. the developer;  
b. contractor;  
c. warranty provider;  
d. insurer;  
e. managing agent;  
f. solicitor; and  
g. other relevant parties.

20.3 If a conflict is discovered after instruction, we may be required to suspend or terminate the Services.

20.4 Where termination results solely from a conflict not reasonably identifiable earlier, you will pay only for work properly completed and unavoidable costs incurred.

21. Confidentiality

21.1 We will keep your confidential information confidential except where disclosure is:

a. authorised by you;  
b. necessary to provide the Services;  
c. required by law, regulation or professional obligation;  
d. required by our insurers, legal advisers or auditors; or  
e. necessary to protect our legitimate legal interests.

21.2 Where you authorise us to correspond with a developer, warranty provider or adviser, you authorise proportionate disclosure of relevant information to that party.

21.3 Email and electronic communications cannot be guaranteed to be completely secure. You should tell us if particularly sensitive material requires an alternative method.

22. Personal data

22.1 We process personal data in accordance with applicable data-protection law and our Privacy Notice.

22.2 Our Privacy Notice explains:

a. what information we collect;  
b. why we use it;  
c. our lawful bases;  
d. who we may share it with;  
e. how long we retain it; and  
f. your information rights.

22.3 You must ensure that you are entitled to provide personal data relating to other people.

22.4 You should not provide unnecessary financial, medical or other sensitive personal information.

22.5 We may use appropriate cloud, booking, payment, email, document-storage and professional software providers to process data on our behalf.

23. Photographs and recordings

23.1 We may take photographs and notes during inspections for evidential and reporting purposes.

23.2 Photographs remain part of our professional file and may be included in reports supplied to authorised recipients.

23.3 We will not use identifiable images of the Property for marketing without permission.

23.4 Calls and meetings must not be recorded by either party without informing and obtaining the agreement of those participating, except where lawful recording is necessary and permitted.

24. Third parties

24.1 We are not responsible for the acts, omissions, advice or insolvency of:

a. developers;  
b. contractors;  
c. insurers;  
d. warranty providers;  
e. solicitors;  
f. engineers;  
g. laboratories;  
h. access providers; or  
i. other third parties.

24.2 A recommendation or referral does not constitute a guarantee of that third party’s competence, availability or work.

24.3 Unless expressly stated, you will contract directly with any recommended third party.

25. Limitation of liability

25.1 Nothing in these Terms excludes or restricts liability where it would be unlawful to do so, including liability for:

a. death or personal injury caused by negligence;  
b. fraud or fraudulent misrepresentation; or  
c. any liability that cannot lawfully be limited.

25.2 Subject to clause 25.1, our liability is limited to loss that:

a. was reasonably foreseeable;  
b. was directly caused by our breach of duty; and  
c. relates to the agreed purpose and scope of the Services.

25.3 We are not responsible for loss caused by:

a. inaccurate or incomplete information supplied by you or others;  
b. defects concealed or inaccessible at the relevant time;  
c. failure to follow our reasonable recommendation;  
d. deterioration occurring after our inspection or advice;  
e. work undertaken by a developer, contractor or other third party;  
f. use of our work outside its agreed purpose; or  
g. reliance by an unauthorised third party.

25.4 Unless expressly included in the Services, we do not assess or accept responsibility for:

a. property value or diminution in value;  
b. loss of sale opportunity;  
c. loss of rent;  
d. business loss;  
e. financing costs;  
f. tax consequences; or  
g. emotional distress, inconvenience or loss of enjoyment.

25.5 Subject to clause 25.1 and to any mandatory legal rights, our aggregate liability arising from an instruction will not exceed the full cost of the initial instruction

25.6 The liability cap must be read together with the nature, fee, purpose and foreseeable risks of the particular instruction.

25.7 If you consider the proposed liability cap insufficient, you must raise this before instruction. We may consider a higher cap subject to availability of insurance and an adjusted fee.

25.8 Each provision of this clause is subject to applicable consumer-protection law and will apply only to the extent that it is fair, reasonable and legally enforceable.

26. Professional indemnity insurance

26.1 We will maintain professional-indemnity insurance appropriate to the Services we agree to provide, subject to the policy’s terms, exclusions and limits.

26.2 Details of our current insurer and territorial cover will be provided where required by law or professional obligation.

26.3 We do not warrant that insurance will respond to every type of claim.

27. Termination

27.1 You may terminate the instruction by written notice.

27.2 We may terminate or suspend the instruction where:

a. fees are unpaid;  
b. required information or access is not provided;  
c. a conflict arises;  
d. the instruction becomes unlawful or outside our competence;  
e. trust and cooperation have materially broken down; or  
f. your conduct falls within clause 19.4.

27.3 On termination, you must pay:

a. fees for work properly completed;  
b. proportionate fees for work in progress; and  
c. non-cancellable expenses reasonably incurred.

27.4 We will provide completed work for which payment has been made, subject to legal and professional obligations.

28. Complaints

28.1 We aim to provide a professional and responsive service.

28.2 A complaint should first be submitted in writing to:

newhomeresolve@gmail.com 

28.3 Please explain:

a. the service concerned;  
b. what you believe went wrong; and  
c. the outcome you are seeking.

28.4 We will acknowledge the complaint within [five] working days.

28.5 We will investigate and normally provide a substantive response within [20] working days. Where more time is required, we will explain why and provide an updated timescale.

28.6 Details of any applicable independent redress, mediation or alternative dispute-resolution process will be stated in our Complaints Procedure.

28.7 Using our complaints process does not affect your statutory rights.

29. Events outside our control

29.1 We are not responsible for delay or failure caused by events outside our reasonable control, including:

a. severe weather;  
b. transport disruption;  
c. illness;  
d. utility or communications failure;  
e. cyber incident;  
f. government restriction;  
g. fire, flood or other emergency; or  
h. failure of a third-party supplier.

29.2 We will take reasonable steps to minimise disruption and will notify you where practicable.

30. Notices

30.1 Routine notices may be sent by email to the addresses stated in the Proposal.

30.2 You must notify us promptly if your contact details change.

30.3 Formal notices concerning termination or complaint should be sent by email and, where appropriate, by recorded post.

31. Changes to these Terms

31.1 The version applying to an instruction is the version accepted when the instruction was made.

31.2 We may update these Terms for future instructions.

31.3 We will not materially change the terms of an existing instruction without agreement, except where required by law or regulation.

32. General provisions

32.1 If any provision is found to be invalid or unenforceable, the remaining provisions will continue to apply.

32.2 A failure to enforce a provision immediately does not waive the right to enforce it later.

32.3 No person other than the Client and us has a right to enforce the contract, except where expressly agreed.

32.4 The contract constitutes the entire agreement concerning the Services, but nothing excludes liability for fraudulent misrepresentation.

32.5 You may not transfer the contract to another person without our written agreement.

32.6 We may use employees, consultants or subcontractors to perform appropriate parts of the Services, remaining responsible for our contractual obligations unless the Proposal states that the third party is directly appointed by you.

33. Governing law and jurisdiction

33.1 Where the Client resides in England or Wales, the contract is governed by the law of England and Wales and the courts of England and Wales will have jurisdiction.

33.2 Where the Client resides in Scotland or Northern Ireland, any mandatory consumer rights and jurisdictional protections applying in that part of the United Kingdom will remain unaffected.

33.3 Nothing in this clause prevents a consumer from relying upon mandatory rights available in the part of the United Kingdom in which they live.

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SCHEDULE 1 – SERVICE-SPECIFIC CONDITIONS

A. Free Enquiry Call

1. Limited to 15 minutes and one call per property matter.  
2. No document review, diagnosis, policy interpretation or written advice is included.  
3. Statements made during the call are preliminary and must not be relied upon as a professional opinion.  
4. The purpose is to determine whether we may be suitable and which service may be appropriate.

B. Remote Defect Review

1. Limited to one principal defect or closely related group of symptoms.  
2. Standard allowance: up to 20 photographs and three documents, not exceeding 30 pages in total.  
3. Includes one written summary and one clarification email concerning the original information.  
4. New evidence or additional defects require a separate instruction.  
5. No definitive diagnosis is given where physical investigation is reasonably required.

C. Structural Warranty Coverage Review

1. Limited to one policy and one principal defect unless otherwise stated.  
2. The review is indicative and does not bind the warranty provider.  
3. It does not constitute legal advice or regulated claim management.  
4. The formal coverage decision remains with the insurer or warranty provider.  
5. Subsequent appeal, negotiation or correspondence is not included.

D. Warranty Claim Technical Submission Pack

1. The Client remains responsible for the insurance claim.  
2. The Client must verify and approve the submission.  
3. Unless otherwise stated, the pack includes one principal defect, one draft and one factual-amendment round.  
4. Submission, negotiation and ongoing claim correspondence are excluded.  
5. No successful outcome is guaranteed.

E. Snagging Report Review and Developer Escalation

1. The service relies on the existing snagging report and evidence supplied.  
2. It does not independently verify each item unless a physical inspection is included.  
3. Pricing may be based on the number of genuinely outstanding or disputed items.  
4. The agreed service includes only the stated number of items, documents and responses.  
5. New defects or an extensive response may require a revised fee.

F. Developer Resolution Letter and Evidence Pack

1. The letter is a technical complaint or resolution proposal, not legal advice.  
2. The Client remains responsible for checking and approving it.  
3. Legal allegations, limitation advice and formal court pre-action steps are excluded.  
4. One developer response review is included only where expressly stated.  
5. Further correspondence is separately chargeable.

G. Ongoing Developer Resolution Support

1. Supplied in defined four-week, eight-week or other agreed stages.  
2. No stage guarantees resolution.  
3. Limits apply to correspondence, calls, meetings, documents and defect items.  
4. Additional work is charged at the agreed hourly rate or through a new stage.  
5. Court proceedings, insurance claim management and legal representation are excluded.

H. Property Inspection and Technical Defect Report

1. Limited to agreed defects and accessible areas.  
2. No opening-up, testing or specialist inspection is included unless stated.  
3. Travel and access costs may be additional.  
4. The report is for the named Client and agreed purpose.  
5. It is not an expert-witness report and no third party may rely upon it without written agreement.

I. Remedial Works Monitoring

1. Visits are periodic and do not amount to continuous supervision.  
2. We do not control the contractor’s methods, sequencing, workforce or health-and-safety arrangements.  
3. We do not certify that concealed or unobserved work has been properly completed.  
4. Observations are limited to what is visible during the agreed visit.  
5. Completion observations do not constitute a guarantee of future performance.

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SCHEDULE 2 – MODEL CANCELLATION FORM

To:  
New Home Resolve


I/We hereby give notice that I/we cancel my/our contract for the following service:

Service booked: ______________________________________

Property address: ____________________________________

Booking or instruction reference: _______________________

Date contract entered into: ____________________________

Name of Client: ______________________________________

Address of Client: ____________________________________

Email address: _______________________________________

Signature, if sent on paper: ____________________________

Date: _______________________________________________

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CLIENT ACCEPTANCE

I confirm that:

- I have read and accept these Terms and Conditions.
- I have reviewed and accept the Proposal and Scope of Services.
- I understand the limitations of the selected service.
- I understand that no developer, warranty or dispute outcome is guaranteed.
- I understand that New Build Resolutions does not provide legal advice or regulated insurance-claim handling unless expressly confirmed in writing.
- I confirm that the information supplied is accurate and complete to the best of my knowledge.

Client name: _________________________________________

Signature: ___________________________________________

Date: _______________________________________________

REQUEST TO START DURING THE 14-DAY CANCELLATION PERIOD

Complete only where applicable:

I expressly request that New Build Resolutions begins providing the Services before the end of the statutory 14-day cancellation period.

I understand that:

- if I cancel after work has begun, I may have to pay a proportionate amount for work already performed; and
- if the Services are fully completed following my express request, I may lose my right to cancel once full performance has occurred.

Client signature or electronic confirmation: __________________

Date: ___________________________________________________