OR Group Ltd | Terms & Conditions for Services | Version V22102026 | Effective 22 October 2026
OR Group Ltd - Terms and Conditions for Services
1. Standard Payment Terms
Unless OR Group Ltd has expressly approved a formal credit account for the Customer in writing, payment is required prior to engineer attendance, commencement of works, supply of goods or services, or ordering of parts, as applicable.
Payment must be made in full and in cleared funds without deduction, set-off or counterclaim, except where otherwise required by law or expressly agreed by OR Group Ltd in writing.
Where the Customer raises a genuine dispute regarding part of an invoice, OR Group Ltd will investigate the disputed amount in good faith. The Customer must nevertheless pay all undisputed amounts in accordance with the applicable payment terms, and the existence of a dispute shall not entitle the Customer to withhold, deduct or set off any undisputed sum.
The issue or acceptance of a purchase order, or the Customer’s own internal purchasing, authorisation or payment procedures, shall not vary OR Group Ltd’s payment terms unless OR Group Ltd has expressly agreed to such variation in writing.
2. First-Time Customers
All first-time Customers are required to make payment in full prior to engineer attendance unless OR Group Ltd has expressly approved a credit account in advance.
Where the total cost of the works is known and a quotation has been issued, the full quoted amount must be received in cleared funds before the engineer is dispatched or attends site.
A booking may be provisionally scheduled before payment is received; however, OR Group Ltd shall not be obliged to dispatch an engineer, order parts or commence works until the required payment has been received in cleared funds.
If payment is not received within the timeframe requested by OR Group Ltd, the appointment may be postponed, reallocated or cancelled without liability for any resulting delay.
3. Customers Without an Approved Credit Account
Customers who do not hold an approved credit account with OR Group Ltd are required to make payment in advance of engineer attendance, commencement of works, or the supply or ordering of parts and materials.
Where the full cost of the work can be established in advance, the full amount must be paid in cleared funds before the engineer attends or the works commence.
This applies to all fixed-price and quoted works, including statutory inspections, servicing, repairs where the scope and cost are known, parts, materials and other services.
A booking may be provisionally scheduled before payment is received; however, OR Group Ltd will not dispatch an engineer or commence works until the required advance payment has been received in cleared funds.
Acceptance of a quotation does not constitute the granting of credit.
4. Diagnostics, Breakdown and Repair Work
Where diagnostic, breakdown or repair work is required and the total engineer time, parts or materials required cannot reasonably be established before attendance, the Customer must make an advance payment covering, as a minimum:
• all applicable travel charges;
• OR Group Ltd’s minimum site visit charge including the first hour of engineer time and
• any parts, materials or other charges which OR Group Ltd requires to be paid in advance. The required advance payment must be received in cleared funds prior to engineer attendance. Where an engineer remains on site beyond the time included within the advance payment, additional engineer time will
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be charged at OR Group Ltd’s applicable hourly rate.
Unless the Customer holds an approved credit account, all additional engineer time, parts, materials and other charges incurred during the attendance will be due immediately upon completion of the works and must be settled before the engineer leaves site.
The Customer must ensure that an authorised representative is available at the end of the attendance to approve and arrange payment of any outstanding balance.
Where additional faults, repairs or required works are identified during attendance, OR Group Ltd may require written authorisation and/or further payment before undertaking works outside the originally agreed scope.
Where additional parts are required and a return visit is necessary, OR Group Ltd may require payment for those parts, the return attendance and/or any associated charges before ordering parts or confirming the subsequent appointment.
5. Quotations, Additional Works and Invoices
Subject to Sections 1-4 and Section 9 (Credit Accounts), the provisions in this section do not create any entitlement to post-service credit where payment is otherwise required in advance or immediately on completion.
Where a quotation has been provided, the Customer shall be responsible for the full amount due for all works completed, less any advance payments already received.
Where the nature of the work means that the final cost cannot reasonably be established before attendance, OR Group Ltd may invoice separately for:
• additional engineer time;
• additional attendances;
• parts;
• materials;
• consumables;
• specialist services;
• transport; and
• any other additional costs authorised or reasonably incurred in completing the agreed work.
Where no quotation has been issued, OR Group Ltd will confirm the applicable charges before or at the time of the service wherever reasonably practicable. Any invoice issued following provision of the service remains subject to the payment requirements in Sections 1-4 and, where applicable, Section 9 (Credit Accounts). The issue of an invoice following provision of a service does not, by itself, grant the Customer credit terms.
Any query regarding an invoice should be raised with OR Group Ltd as soon as reasonably practicable.
Where a genuine invoice dispute is raised, OR Group Ltd will investigate the disputed amount; however, all undisputed amounts remain payable in accordance with the applicable payment terms.
6. Late Payment – Business Customers
Where the Customer is acting in the course of a business and a qualifying commercial payment is not made by the agreed due date, OR Group Ltd reserves the right to exercise all rights available to it under the Late Payment of Commercial Debts (Interest) Act 1998, as amended from time to time.
Where applicable, OR Group Ltd may claim:
• statutory interest on the overdue amount at the applicable statutory rate;
• statutory fixed compensation for each qualifying overdue payment; and
• any further reasonable debt-recovery costs recoverable under the applicable legislation. At the date of these Terms, the statutory fixed compensation amounts are:
• £40 for a debt of less than £1,000;
• £70 for a debt of £1,000 or more but less than £10,000; and
• £100 for a debt of £10,000 or more.
Statutory interest will accrue from the date the qualifying payment becomes overdue until payment is
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received in full.
OR Group Ltd may issue a separate invoice, statement or written demand for statutory interest, compensation and/or recoverable debt-recovery costs.
Nothing within these Terms shall restrict OR Group Ltd from exercising any other right or remedy available under the contract or applicable law.
7. Overdue Accounts and Suspension of Services
Where any amount due to OR Group Ltd becomes overdue, OR Group Ltd may, subject to applicable law and without prejudice to any other rights or remedies:
• suspend current works;
• decline to dispatch engineers;
• postpone or cancel future appointments;
• refuse to order further parts or materials;
• suspend or withdraw the Customer’s credit account;
• require advance payment for future services;
• place the Customer’s account on hold;
• refer the debt to a debt-recovery provider;
• commence legal proceedings for recovery; and
• recover any interest, compensation and reasonable debt-recovery costs permitted by law. OR Group Ltd shall not be liable for any delay, loss of use, loss of production, additional cost or other consequence arising from the suspension or postponement of services caused by the Customer’s failure to comply with its payment obligations, subject always to any liability which cannot lawfully be excluded.
8. Consumer Customers
The statutory commercial late-payment provisions referred to above apply to qualifying business-to-business transactions and shall not be applied where they are not legally applicable.
Where the Customer is purchasing services wholly or mainly for purposes outside their trade, business, craft or profession, OR Group Ltd will exercise its payment, cancellation, interest and debt-recovery rights in accordance with applicable consumer protection legislation.
9. Credit Accounts
Where OR Group Ltd has formally approved a Customer for a credit account, the payment terms contained within the relevant Client Account Agreement will apply and shall take precedence over OR Group Ltd’s standard advance-payment requirements.
Credit facilities are granted entirely at the discretion of OR Group Ltd and may be subject to:
• satisfactory credit checks;
• completion and approval of a Client Account Application;
• agreed credit limits;
• account monitoring;
• payment history;
• approval from OR Group Ltd’s credit insurer, invoice finance provider or other finance provider; and
• periodic review.
The Customer authorises OR Group Ltd, where reasonably required for the purposes of assessing or maintaining a credit facility, to obtain relevant credit information from appropriate third-party credit reference agencies or other lawful sources.
Where separate consent is required by law for a particular credit check, OR Group Ltd will obtain that consent before carrying out the check.
Approval of a credit account does not oblige OR Group Ltd to provide unlimited credit, and all credit facilities remain subject to the credit limit and payment terms confirmed by OR Group Ltd.
The Customer must pay all invoices strictly within the payment period stated within its approved Client
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Account Agreement.
Customer Information and Ongoing Creditworthiness
The Customer must ensure that all information supplied in connection with a credit application is accurate, complete and up to date.
The Customer must notify OR Group Ltd as soon as reasonably practicable of any material change which may affect its credit account, including changes to:
• company ownership or structure;
• registered or trading address;
• accounts payable contacts;
• invoicing or purchase order procedures;
• financial circumstances;
• insolvency status;
• banking or payment arrangements; or
• any other information reasonably relevant to the Customer’s ability to meet its payment obligations.
OR Group Ltd reserves the right to carry out further credit checks and account reviews throughout the business relationship where reasonably required to assess the Customer’s ongoing creditworthiness.
Credit Limits and Reviews
Any approved credit limit is subject to periodic review.
OR Group Ltd reserves the right to increase, reduce, suspend or withdraw a Customer’s credit limit or credit facility based on:
• payment history;
• current account balance;
• trading history;
• changes in financial standing;
• information obtained through lawful credit checks;
• requirements imposed by OR Group Ltd’s credit insurer or invoice finance provider; or
• OR Group Ltd’s reasonable assessment of the commercial risk associated with continuing to provide credit.
Where the value of proposed work would cause the Customer to exceed its approved credit limit, OR Group Ltd may require payment in advance for the amount exceeding the available credit limit before engineer attendance, commencement of works or supply of goods.
Suspension or Withdrawal of Credit Facilities
OR Group Ltd reserves the right to reduce, suspend or withdraw a Customer’s credit facility where:
• invoices are not paid within the agreed payment terms;
• repeated payment chasing is required;
• the Customer exceeds its approved credit limit;
• the Customer’s creditworthiness materially deteriorates;
• OR Group Ltd becomes aware of information that reasonably increases the risk of non-payment;
• OR Group Ltd’s credit insurer, invoice finance provider or other finance provider reduces, withdraws or declines approval;
• information supplied by the Customer is found to be inaccurate, incomplete or misleading;
• the Customer fails to comply with reasonable invoice verification or purchase order requirements;
• the Customer enters or appears likely to enter insolvency, administration, liquidation, a voluntary arrangement or any comparable financial restructuring; or
• OR Group Ltd otherwise reasonably considers continued provision of credit to present an unacceptable commercial risk.
Where a credit facility is suspended or withdrawn, OR Group Ltd may require payment in advance for all
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future services, engineer attendances, parts, materials and other work.
Unless otherwise agreed by OR Group Ltd in writing, any outstanding sums that have already become due will remain immediately payable. OR Group Ltd also reserves the right, where contractually and legally permitted, to require settlement of other outstanding account balances following withdrawal of the credit facility.
Withdrawal, suspension or reduction of a credit facility shall not extinguish any existing debt or other obligation owed to OR Group Ltd.
Late Payment
Where payment is not made within the agreed credit terms, OR Group Ltd may:
• suspend further services;
• withdraw or reduce the Customer’s credit facility;
• require advance payment for future work;
• place future bookings on hold; and
• take appropriate debt-recovery action.
OR Group Ltd also reserves the right to exercise its statutory rights in respect of qualifying commercial debts under the Late Payment of Commercial Debts (Interest) Act 1998, as amended, including the recovery of statutory interest, fixed compensation and any further reasonable recovery costs permitted by law.
Invoice Finance and Factoring
OR Group Ltd reserves the right to assign, finance, factor or otherwise process invoices through an invoice finance, factoring or debt-finance provider.
The use of an invoice finance or factoring provider does not alter the Customer’s contractual payment obligations, approved credit limit or agreed payment date.
Where an invoice has been assigned to, funded by or is being administered by an invoice finance provider, the Customer must follow the payment instructions shown on the relevant invoice or otherwise formally notified to the Customer.
Payment made to an incorrect bank account after the Customer has been notified of valid alternative payment instructions may not discharge the Customer’s payment obligation until the relevant funds have been correctly received and allocated.
Invoice Verification and Purchase Orders
Where a Customer is provided with a credit account that is supported by OR Group Ltd’s invoice finance or factoring arrangement, the Customer agrees to cooperate with reasonable invoice verification procedures required by OR Group Ltd or its invoice finance provider.
This may include confirming:
• that the relevant goods or services have been received or completed;
• that the invoice relates to authorised work;
• that the invoice value is correct;
• that the invoice has been received and entered into the Customer’s payment system;
• the applicable payment date;
• the relevant purchase order number; and
• that the invoice correctly corresponds with the applicable purchase order, work order or other authorisation.
Where an invoice finance provider contacts the Customer to verify an invoice, the Customer agrees to provide the requested confirmation within a reasonable timeframe and not to unreasonably withhold, delay or refuse confirmation where the invoice accurately reflects authorised and completed work.
Where the Customer operates a purchase order system, the Customer is responsible for providing OR Group Ltd with the correct purchase order number or other required billing reference before or at the
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time the work is authorised.
If a purchase order is required by the Customer’s internal procedures, failure by the Customer to provide the purchase order or provide it in a timely manner shall not, by itself, invalidate payment for work that was otherwise properly authorised and completed.
The Customer agrees that it will not refuse to verify a valid invoice solely because of its own internal administrative processes where the underlying services were properly authorised and completed.
If the Customer genuinely disputes an invoice, it must notify OR Group Ltd promptly, provide details of the specific amount or item disputed and, where applicable, also inform the invoice finance provider that the invoice is disputed.
Any undisputed portion of an invoice remains payable in accordance with the agreed payment terms.
Failure to cooperate with reasonable invoice verification requirements, including repeated failure to confirm invoices against purchase orders, may result in OR Group Ltd reviewing, reducing, suspending or withdrawing the Customer’s credit facility and requiring payment in advance for future services.
10. No Waiver
Where OR Group Ltd permits payment after the contractual due date, continues to provide services despite an overdue balance, or does not immediately exercise any right available under these Terms, this shall not amount to a waiver of that right or a permanent variation of the Customer’s payment terms.
Any change to a Customer’s payment terms, credit arrangements or obligations must be expressly agreed by OR Group Ltd in writing.
11. Priority of Payment Terms
Where there is any inconsistency between the standard payment provisions within these Terms and an approved Client Account Agreement, the payment terms contained within the approved Client Account Agreement shall take precedence.
All other provisions of these Terms & Conditions shall continue to apply.
12. Cancellation Policy
Cancellations must be made during OR Group Ltd's normal business hours.
• Between one (1) and two (2) business days' notice before the scheduled appointment: the Customer will be liable for 50% of the quoted amount.
• Less than one (1) business day's notice before the scheduled appointment: the Customer will be liable for 100% of the quoted amount.
For the purposes of this policy, business days are Monday to Friday (excluding public holidays), and notice is only deemed to have been received during OR Group Ltd's published business hours.
Notices received outside business hours will be treated as having been received at the start of the next business day.
13. Scope of Work
The scope of services will be outlined in a quotation or service agreement provided to the Customer. OR Group Ltd may make reasonable changes to operational methods, engineer allocation, sequencing or scheduling where required for the efficient and safe delivery of the agreed services, provided those changes do not materially alter the agreed scope or price.
Any material change to the agreed scope of work or price will require the Customer's agreement before the additional or varied work is undertaken, except where immediate action is reasonably necessary to comply with a legal or safety requirement, prevent injury, make equipment safe or prevent material damage. Where such immediate action is required, OR Group Ltd will notify the Customer as soon as reasonably practicable and may require further authorisation and/or payment before any additional non-emergency work continues.
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14. Retention of Title
All materials, tools and equipment supplied by OR Group Ltd remain the property of OR Group Ltd until the Customer has made full payment for the relevant goods and services.
Unless the Customer holds an approved credit account, inspection reports, certificates and other job documentation will be supplied or released to the Customer upon receipt of payment in full, subject always to any statutory obligation requiring OR Group Ltd to issue, retain or report information sooner.
Customers with an approved credit account will receive inspection reports, certificates and other documentation in accordance with their approved Client Account Agreement and agreed payment terms.
Where permitted by law, OR Group Ltd may withhold customer portal access and non-statutory documentation until the applicable payment requirements have been satisfied. This shall not prevent OR Group Ltd from complying with any statutory obligation to issue, retain or report information arising from a statutory inspection or thorough examination.
OR Group Ltd reserves the right to recover any equipment or materials where payment is not received as agreed, to the extent permitted by law.
15. Not Available Equipment Policy
If any equipment is Not Available for examination during a scheduled inspection, it will still be chargeable at the full rate. It is the Customer's responsibility to ensure that all equipment is available, accessible and ready for examination before the engineer arrives on site. If an issue with equipment is reported to OR Group Ltd in writing at least two (2) business days before the scheduled examination, that item will no longer be chargeable as Not Available, unless OR Group Ltd has already incurred non-refundable or committed costs specifically in relation to that item.
For the purposes of this policy, the definition of a business day and the rules for when notice is deemed received are the same as those set out in Section 12 (Cancellation Policy).
16. Failed Inspection Policy
If a piece of machinery or equipment fails inspection and is deemed unsafe to use, the client must immediately take the following actions:
• Cease Usage: Ensure the equipment is not used under any circumstances until the required repairs or modifications have been completed, and it has passed a subsequent inspection.
• Restrict Access: Clearly label or lock out the equipment to prevent unauthorised use.
• Notify Relevant Parties: Inform all relevant personnel about the equipment’s failed status.
Where OR Group Ltd is legally required to report a defect identified during a thorough examination to the relevant enforcing authority, OR Group Ltd will make the required report in accordance with LOLER and other applicable legislation.
Client Liability:
• The client is solely responsible for ensuring that failed equipment is not used. Any fines, legal consequences, or damages resulting from unauthorised use of failed equipment will remain the responsibility of the client.
• OR Group Ltd is not liable for any fines, damages, enforcement action or additional inspections carried out or required by the relevant enforcing authority as a result of failed or defective equipment, except to the extent that liability cannot lawfully be excluded.
• Any subsequent inspections required to certify the equipment as safe to use will be chargeable at the agreed rates.
17. Liability
OR Group Ltd shall not be liable for any consequential, indirect, or economic losses arising from any delay, failure, or defect in providing services. Liability is limited to the value of the service provided.
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18. Parts Payment Policy
Unless otherwise provided for under an approved Client Account Agreement, any parts known to be required to complete a service or repair must be paid for in full and in cleared funds before OR Group Ltd orders the parts or the relevant works commence.
Where the Customer holds an approved credit account, parts will ordinarily be dealt with in accordance with the applicable Client Account Agreement. However, where the total value of parts required for a particular job or order exceeds £500 + VAT, OR Group Ltd may require full or partial payment for those parts in advance. This will be assessed on a case-by-case basis, taking into account factors including the value of the parts, whether they are bespoke, special-order or non-returnable, the Customer's available credit limit and account history, and any requirements imposed by OR Group Ltd's supplier, credit insurer or invoice finance provider.
Any requirement for advance payment of high-value parts will be communicated to the Customer before the relevant parts are ordered, unless otherwise agreed in writing.
19. Storage of Customer Equipment
Once repairs, servicing, inspections or other works have been completed, OR Group Ltd will make reasonable efforts to notify the customer that the machine or equipment is ready for collection.
Where the customer fails to collect the machine or equipment, or OR Group Ltd is unable to make contact using the contact details provided, no storage charge will apply for the first 14 calendar days following completion of the work.
After this period, OR Group Ltd reserves the right to charge storage fees at its prevailing storage rate until the equipment is collected.
OR Group Ltd also reserves the right to recover any reasonable costs incurred in storing or disposing of equipment where permitted by law if the equipment remains uncollected for an extended period.
20. Engineer Waiting Time Policy
If the engineer is made to wait more than 15 minutes to start work due to client delays, including delays in access to site or equipment, this time will become chargeable at a rate of £85 + VAT per hour.
21. Yard Appointments
Where a customer books a service, inspection, repair, collection, delivery, or any other appointment to take place at OR Group Ltd's premises, the agreed appointment time must be adhered to.
If the customer arrives late to deliver machinery or equipment for a scheduled appointment, or arrives late to collect machinery or equipment that has been serviced, repaired, inspected, or is otherwise ready for collection, OR Group Ltd reserves the right to charge waiting time at its standard hourly labour rate, calculated in 30-minute increments, from the scheduled appointment time until the customer arrives.
Where a late arrival causes disruption to the workshop schedule or prevents OR Group Ltd from carrying out other planned work, OR Group Ltd also reserves the right to reschedule the appointment to the next available time.
This policy applies to all appointments taking place at OR Group Ltd's premises unless otherwise agreed in writing.
22. Parking Policy
It is the client's responsibility to provide parking in a suitable and legal location for our engineer. Where suitable parking is not available, the client agrees to cover any parking fees incurred. If
the client instructs the engineer to park in a location that results in fines or penalties, the client accepts full responsibility for these charges.
23. Site Access and Safety
The client shall provide OR Group Ltd with necessary access to their premises to carry out services. It is the client's responsibility to ensure that the site is safe and complies with health and safety regulations.
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24. Force Majeure
OR Group Ltd shall not be held liable for any delay or failure in performance of services due to events beyond its reasonable control, including but not limited to natural disasters, strikes, or government actions.
25. Governing Law
These terms and conditions shall be governed by and construed in accordance with the laws of England and Wales.
26. Agreement to Terms
By accepting a quotation or engaging OR Group Ltd for services, the client agrees to these Terms and Conditions.
Amendments to these Terms and Conditions
OR Group Ltd reserves the right to amend these Terms and Conditions from time to time to reflect changes in legislation, regulation, business practices, services, pricing, payment procedures or other operational requirements.
Updated Terms and Conditions will be made available on request and may also be published on OR Group Ltd’s website.
Subject to the provisions below relating to Customers with Approved Credit Accounts, any amended Terms and Conditions shall apply to all quotations issued, bookings made and services carried out on or after the stated effective date.
For Customers who do not hold an approved credit account, continued engagement of OR Group Ltd’s services, including acceptance of a quotation, placement of a booking, instruction to proceed with work or continued use of OR Group Ltd’s services after the effective date, shall constitute acceptance of the revised Terms and Conditions.
Customers with Approved Credit Accounts
Where a Customer holds an approved credit account with OR Group Ltd, the Customer will be notified of any material amendments to these Terms and Conditions that affect the ongoing provision of services, payment obligations, credit arrangements or account requirements.
A copy of the revised Terms and Conditions will be provided or made available to the Customer, and the Customer will be asked to confirm its acceptance of the revised Terms and Conditions before further work is undertaken under the credit account, unless alternative terms have been agreed in writing in accordance with the provisions below.
OR Group Ltd may require the Customer to re-approve, re-sign or otherwise formally confirm acceptance of the updated Terms and Conditions and/or Client Account Agreement before the credit facility continues to be used.
Until the updated terms have been accepted or alternative terms have been agreed in writing, OR Group Ltd may:
• place the Customer’s credit account on temporary hold;
• decline to accept new work on credit;
• postpone future engineer attendances or bookings; and/or
• require payment in advance for any new work.
Any temporary suspension of a credit facility pending acceptance of updated Terms and Conditions shall not affect the Customer’s obligation to pay invoices already issued or amounts already due under the previously agreed terms.
Once the Customer has accepted the revised Terms and Conditions, the updated terms will apply to all subsequent quotations, bookings, services, invoices and transactions entered into from the stated effective date.
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Where a Credit Account Customer Does Not Accept an Amendment
Where a Customer with an approved credit account does not accept a proposed amendment to these Terms and Conditions, OR Group Ltd will consider the matter on a case-by-case basis.
OR Group Ltd will, where commercially reasonable, discuss the relevant amendment with the Customer and seek to agree alternative terms that are suitable and workable for both OR Group Ltd and the Customer.
Any variation, exception or alternative arrangement agreed with a Customer must be confirmed in writing by OR Group Ltd and the Customer before it takes effect.
An agreed variation may apply only to the specific term or terms identified in writing. Unless expressly agreed otherwise, all remaining provisions of these Terms and Conditions and the applicable Client Account Agreement will continue to apply.
OR Group Ltd is not obliged to accept alternative terms where doing so would create an unacceptable financial, legal, operational or commercial risk, or where the alternative arrangement would conflict with requirements imposed by OR Group Ltd’s credit insurer, invoice finance provider or other finance provider.
Where the parties are unable to agree mutually acceptable terms, OR Group Ltd may, acting reasonably:
• suspend or withdraw the Customer’s credit facility;
• require payment in advance for future work; or
• decline to undertake further services until acceptable terms have been agreed.
OR Group Ltd will seek, wherever reasonably practicable, to resolve proposed changes collaboratively with established credit-account Customers before withdrawing or materially altering an existing credit facility.
Nothing within an amendment to these Terms and Conditions shall retrospectively alter payment terms or other contractual obligations relating to work already completed, unless expressly agreed between OR Group Ltd and the Customer in writing.