Do I need a doctors note?

No. You do not need a doctors letter, but the government requires a simple self-declaration of your condition.

What if I am 80+ but not disabled?

Age alone does not qualify you for 0% VAT, but many age-related conditions (like limited mobility or joint pain) often do. We can advise you during your visit.

How long does the installation take?

Most of our bathroom transformations are completed within 3 to 8 working days. Our digital planning ensures our team arrives with everything they need to work efficiently.

Do I qualify for 0% VAT?

If you are chronically ill or disabled and the work is for your private home, you likely qualify. Our advisors can help you complete the simple digital declaration form during your survey.

Will there be a lot of mess?

We aim for a Stress-Free experience. Our installers use floor protection and clean up thoroughly at the end of every day. We treat your home with the respect it deserves.

Can I see what the bathroom looks like before you start?

Yes! After our home survey, we provide a bespoke 3D CAD drawing. You will see exactly where every rail and fixture goes before you commit.

What happens if I need help after the install?

You aren't just a number to us. Every installation comes with a quality guarantee. If you have questions about using your new equipment, our office team is just a phone call away.

When do I receive my reward?

Rewards are issued after the referred customer's installation has been completed and all conditions of the scheme have been met.

Can I refer someone who has already contacted Keystone Mobility?

No, referrals must be new customers who have not previously been in touch with us.

Do the referral cards expire?

No, but the scheme is subject to our terms and conditions and may be amended or withdrawn at any time.

Keystone Mobility – Terms & Conditions

Name: Keystone Mobility
Telephone: 020 4577 3009

1. About Us

Keystone Mobility Ltd (“we”, “our”, “us”) provides mobility focused bathroom adaptations and related services across England and Wales.

Company Name: Keystone Mobility Ltd

Company Number: 16924177

Registered Office: 124–128 City Road, London, EC1V 2NX

VAT Registration Number: 515650893

These Website Terms apply only to the use of our website. All sales and installations are governed by our written Sale & Installation Agreement, provided at the point of order.

2. Use of Our Website

Website content is for general information only.
We may update or change website content at any time.
You must not misuse the website or attempt to gain unauthorised access.
Using this website does not create a contract for goods or services.

3. Our Services

We provide:

Mobility adapted bathrooms
Walk in showers and wet rooms
Accessibility solutions
Home surveys and installation services

Descriptions on the website are general and may vary depending on individual property requirements.

4. VAT & VAT Relief

Some customers may be eligible for VAT relief under HMRC rules.

Eligibility depends on individual circumstances.
Customers must complete the required VAT Relief Declaration.
If HMRC later determines a customer was not eligible, VAT must be paid.

This section is for general guidance only. Full details are provided in our written contract.

5. Cancellation Rights

Consumers have statutory cancellation rights under UK law.

You may have a cooling off period depending on how the contract was agreed.
Some products or services may not be cancellable once work has begun or goods have been ordered. Full cancellation terms are provided in our written Sale & Installation Agreement.

6. Warranties

We provide workmanship and product warranties.

Warranty durations vary depending on the product.
Warranty exclusions apply (e.g., misuse, wear and tear, third party damage). Full warranty details are provided in our written Sale & Installation Agreement.

7. Customer Conduct

We are committed to providing a safe and respectful environment for both customers and staff.

7.1 No Pressure Sales Policy

Keystone Mobility operates a strict No Pressure and No Hard Sell Policy. This means: • We do not use high pressure sales tactics

We do not ask customers to make decisions on the spot
We do not use “sign today” discounts or time limited pressure offers • Our advisors are trained to provide clear, honest information only
Customers are free to take as much time as they need before deciding.

7.2 Behaviour & Safety

We may suspend or refuse service if:

Staff are treated aggressively, abusively, or disrespectfully
Unsafe working conditions are created
Access is refused or obstructed

8. Complaints Procedure

We aim to resolve all complaints promptly and professionally.

How to Make a Complaint

Email: [email protected]

Phone: 020 4577 3009

Please include:

Your name
Address
Contact details
Your Quote Number
Description of the issue
Any supporting photos

Acknowledgement

We will acknowledge your complaint within 3 working days.

Response Time

We aim to provide a full written response within 10 working days.

Emergency Situations

If your issue poses a health, safety, or property risk, we will aim to respond immediately or as soon as reasonably possible.

9. Liability

We are not liable for losses arising from misuse of the website.
We are not liable for technical issues beyond our control.
Nothing in these terms limits liability where it cannot legally be limited.

10. Intellectual Property

All website content, including text, images, branding, and logos, is owned by Keystone Mobility Ltd and may not be copied or reproduced without permission.

11. Privacy & Data Protection

Your use of this website is governed by our Privacy Policy, which explains:

What personal data we collect
How we use it
How long we retain it
Your rights under UK GDPR

Our Privacy Policy forms part of these Website Terms.

12. Governing Law

These Website Terms are governed by the laws of England and Wales. Any disputes will be subject to the exclusive jurisdiction of the courts of England and Wales.