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Terms of Use

Effective Date: 01-Oct-2024
Last Updated: 25-Mar-2025

Please read these Terms and Conditions carefully and ensure that you understand them before using Our Site.

These Terms and Conditions (“Terms”) govern your use of the Home Adaptations Installer Network (“HAIN”) website and any associated services. By accessing or using the website, you agree to comply with these Terms. If you do not agree, you must not use this website.

1. Definitions

1.1 HAIN refers to the Home Adaptations Installer Network, a trading name of Diversity Customer Management Limited (also referred to as “us” and “we” in these terms).

1.2 Scheme Member refers to any business, contractor, or installer listed or registered by HAIN. Scheme Members are independent contractors and not employees, agents, or representatives of HAIN. HAIN exercises no control over how Scheme Members conduct their business, fulfil contracts, or deliver services.

1.3 User refers to any individual or entity accessing the HAIN website or services and are sometimes addressed as “you” or “your” in these terms.

1.4 Partner refers to any business, organization, or entity with a formal relationship with HAIN.

2. Purpose of the Website

2.1 The HAIN website provides information about registered Scheme Members and their services. It also contains details on how to connect with and select a Scheme Member to complete works on your property.

2.2 HAIN does not offer direct installation services, only Scheme Members provide these services.

2.3 The HAIN website serves solely as a source of information and does not endorse, certify, or guarantee the services or competence of Scheme Members.

2.4 If you choose to use a service from a Scheme Member, your contract for those services is directly with your chosen Scheme Member. HAIN is not a party to this contract and will not be liable for any loss or damage arising from your relationship with Scheme Members.

3. Suitability and Independence of Scheme Members

3.1 No Guarantee of Suitability: HAIN does not guarantee the quality, safety, or suitability of services provided by Scheme Members. Users acknowledge and accept the risks involved in engaging with Scheme Members.

3.2 Independence of Scheme Members: HAIN does not monitor, supervise, or directly manage the work or conduct of Scheme Members. Scheme Members operate independently, and any representations, warranties, or guarantees they provide are solely their responsibility.

4. User Responsibilities

4.1 Users must exercise care when selecting and contracting with Scheme Members. Users are responsible for carrying out independent checks to evaluate the competence, experience, and reliability of Scheme Members. This includes reviewing credentials, seeking references, and confirming insurance coverage.

4.2 Whilst HAIN carries out the checks referred in paragraph 5.4.3 below Users are also responsible for checking the credentials, insurance, and references of any Scheme Member before hiring them (see paragraph 5.4.4 below).

4.3 Users must notify HAIN of any fraudulent activity, misconduct, or non-compliance by Scheme Members (see contact details below).

5. Scheme Member Responsibilities

5.1 Scheme Members must:

  • Adhere to all applicable laws, regulations, and the Scheme Code of Practice.
  • Provide accurate information about their qualifications and services.
  • Hold valid insurance policies for public liability and workmanship.
  • Inform HAIN of any changes to contact details or circumstances.

Scheme Members found in breach of these responsibilities may be removed from the network without notice.

5.2 Ongoing Checks and Declarations:

  • Scheme Members are required to periodically reaffirm their declarations to ensure continued compliance with the Scheme Code of Conduct.
  • Certain information, such as insurance policies, trade memberships, and adherence to professional standards, is re-verified annually. Other checks, including trading address and contact details, may be conducted periodically or at HAIN’s discretion.

5.3 Limitations of Checks:

  • Users acknowledge that HAIN’s checks are based on the documentation and declarations provided by Scheme Members and any additional verification obtained through third parties.
  • HAIN cannot guarantee the ongoing accuracy, suitability, or sufficiency of the information verified during registration or subsequent checks. The checks conducted by HAIN are accurate only at the time they are made and only if there is no fraud or other deception on the part of a Scheme Member.
  • As the information provided to HAIN can only be verified at the time is was given, Users must conduct their own checks before engaging a Scheme Member.

5.4 Consequences of Non-Compliance:

  • If a Scheme Member is found to have provided false or misleading information, failed a workmanship assessment, or is in breach of the Scheme Code of Conduct, HAIN reserves the right to suspend or remove the Scheme Member from the network.

6. Checks on Scheme Members

6.1 Basis of Checks: HAIN conducts checks on Scheme Members based on the information they provide and declare. These checks are verified at the time of receipt, and Scheme Members are required to ensure the accuracy and truthfulness of the information submitted.

6.2 Verification Process: HAIN verifies specific information, including but not limited to:

  • Qualifications: Verification of relevant trade certifications.
  • Insurance Policies: Confirmation of valid public liability and workmanship insurance.
  • Declared Trade Memberships: Verification of membership with relevant trade or professional bodies.
  • Trading Address and Contact Details: Verification of the Scheme Member’s registered trading address and contact details to ensure they are valid and up-to-date.
  • Credit Reference Checks: Where applicable, HAIN may use credit reference agencies to assess the financial stability of Scheme Members.
  • Collaboration with Third Parties: HAIN may liaise with Local Authorities and/or Home Improvement Agencies to verify the accuracy of Scheme Members’ details, credentials, and competence.

All Scheme Members must undertake an initial workmanship assessment as part of their registration process to confirm they meet the required standards. Further workmanship assessments may be carried out at HAIN’s discretion based on the Scheme Member’s activity, performance, or compliance history.

Should a Scheme Member use subcontractors to carry out works on their behalf, the Scheme Member is responsible for these works.

7. Complaints Against Scheme Members

7.1 If you have a complaint regarding a Scheme Member, You must first attempt to resolve the matter directly with your installer. Open communication with your Scheme Member is encouraged to facilitate a swift resolution.

7.2 If you cannot resolve the matter with the Scheme Member, you can contact HAIN to report your concerns. Please provide as much detail as possible, including the name of the Scheme Member, the nature of the complaint, and any supporting evidence.

7.2 Complaints can be submitted via:

7.4 If you are unable to resolve the matter directly with your appointed Scheme Member, please contact our customer services team for advice and support.

7.5 To assist with your complaint, we may ask you to provide:

  • Photos of the work in question.
  • A copy of your contract with the Scheme Member.
  • Copies of any correspondence (emails, letters, or messages) you have had with your chosen Scheme Member.

7.6 Upon receiving this information, HAIN will review your complaint, investigate the matter, and may provide you and your chosen Scheme Member with a mediation service to help seek a resolution.

7.7 Please note that HAIN will not be able to assist with your complaint under the following circumstances:

  • The work has been carried out by a non-Scheme Member.
  • The work you are unhappy with has already been rectified and/or completed by another tradesperson.
  • You do not allow your chosen Scheme Member to carry out the required rectification works. Rectification works will only be carried out by your chosen Scheme Member, as your contract is directly with them. Under no circumstances will HAIN carry out any rectification works or instruct another Scheme Member to do so.
  • The complaint relates to claims for compensation, refunds, or other contractual disputes in relation to any work outside of the agreed work under the scheme.
  • You have commenced legal proceedings against your chosen Scheme Member.

While HAIN may facilitate mediation, Users acknowledge that HAIN does not guarantee resolution of complaints. All contractual and remedial responsibilities remain solely between you and your appointed Scheme Member.

8. Indemnification

8.1 Scheme Members agree to indemnify and hold harmless HAIN and its partners from any claims, damages, or liabilities arising from:

  • Breach of these Terms.
  • Poor workmanship or contractual disputes.
  • Misuse of the website or its services.
  • Any actions, omissions, or breaches by Scheme Members.

8.2 This indemnification extends to legal fees incurred by HAIN in defending such claims.

9. Limitation of Liability

9.1 To the fullest extent permitted by law, HAIN, its owners, directors, employees, affiliates, and partners shall not be liable for any damages, including but not limited to direct, indirect, incidental, consequential, or punitive damages, arising out of or related to:

  • The use of Our Site.
  • The services of Scheme Members.
  • Any interactions facilitated by the HAIN platform.

9.2 HAIN is not liable for any actions, representations, or omissions of third parties, including but not limited to Scheme Members or external links accessed through Our Site.

9.3 HAIN’s total liability to Scheme Members for any claims arising from the use of the website or its services is limited to £100.

9.4 HAIN will be liable to Users for HAIN’s actions but we’re not responsible for losses Users suffer if the loss is:

  • Unexpected. It was not obvious that it would happen and nothing the User said to us meant we should have expected it (so, in the law, the loss was unforeseeable).
  • Caused by an event outside our control.

Something the User could have avoided by taking reasonable action.

10. Intellectual Property

10.1 All content, trademarks, logos, and materials on the website are the property of HAIN or its licensors. Unauthorized use is prohibited.

10.2 Users may not reproduce, distribute, or exploit website content without prior written consent from HAIN.

11. Privacy and Data Protection

11.1 HAIN is committed to protecting user privacy. Please refer to our [Privacy Policy] for details on data collection, storage, and usage.

11.2 HAIN is not responsible for data breaches or misuse by third parties, including Scheme Members.

12. Links to Other Sites

12.1 Links to other websites may be included on Our Site. Unless expressly stated, these sites are not under Our control, and HAIN is not responsible for their content or compliance with applicable laws.

12.2 The inclusion of a link does not imply endorsement of the website or its owners.

13. Force Majeure

13.1 HAIN is not liable for any failure or delay in performing its obligations due to events beyond its reasonable control, including natural disasters, pandemics, cyberattacks, or government actions. HAIN is not liable for delays, interruptions, or failures by Scheme Members due to events beyond its control.

14. Disclaimers

14.1 Nothing on Our Site constitutes professional advice on which you should rely. It is provided for general information purposes only.

14.2 We make reasonable efforts to ensure that the Content on Our Site is complete, accurate, and up to date, but We make no warranties, representations, or guarantees (express or implied) that this will always be the case.

14.3 If you are a business user, we exclude all implied representations, warranties, conditions, and other terms that may apply to Our Site and Content.

15. Amendments to Terms

HAIN reserves the right to modify these Terms at any time without prior notice. Continued use of the website constitutes acceptance of the updated Terms.

16. Governing Law

16.1 These Terms are governed by and construed in accordance with the laws of England and Wales.

16.2 Any disputes will be subject to the exclusive jurisdiction of the courts in England and Wales.

17. Contact Information

If you have questions about these Terms, please contact HAIN at: