Terms & conditions

EICR and PAT testing

Online electrical testing is available for eligible domestic properties within Casa's stated service area. Payment creates a paid booking request. The preferred date and time supplied at checkout are requests only and are not confirmed until Casa sends a separate appointment confirmation.

Standard EICR prices are based on the number of bedrooms shown at booking. Properties with six or more bedrooms, HMOs, multiple consumer units, commercial use or unusual or specialist installations require a tailored quotation and cannot be purchased at the standard online price. PAT testing covers up to 10 appliances for the stated fixed price; extra appliances are charged at the additional price displayed before payment.

An EICR assesses the condition of the fixed electrical installation and records observations using the appropriate classification codes. PAT testing is limited to the portable appliances presented and reasonably accessible at the appointment. Neither service includes repairs, replacement parts or remedial work unless separately quoted and approved.

After Stripe confirms payment, Casa will email a payment receipt and booking reference. Casa will then review availability and send a separate email confirming the appointment date and time. If Casa cannot offer a suitable appointment or the property falls outside the standard service scope, Casa will contact the customer to agree an alternative, tailored quotation or refund as appropriate. Statutory cancellation rights and consumer rights remain unaffected.

Casa Survey Cost Review

The Casa Survey Cost Review is a one-off, UK-wide remote service costing £149. The price shown to consumers includes VAT where applicable. Your survey and supporting information are saved before Stripe opens. The contract begins when Stripe confirms payment.

You must provide a complete, readable Level 2 or Level 3 survey PDF, the property postcode and any information reasonably needed for the review. Casa will review the building-related findings, likely remedial works, priorities, matters requiring further investigation and indicative location-adjusted repair budget ranges. The PDF report is prepared for the named customer and property.

Suitability check and refunds. Casa will check whether the uploaded survey is the correct level, sufficiently complete and legible, and whether the property and requested review fall within the service scope. If a missing, incorrect or illegible document can be corrected, Casa will ask you to provide a suitable replacement. The three-working-day turnaround then begins when payment and an acceptable complete upload are both in place. If Casa decides it cannot provide the service because the survey or property is unsuitable, Casa will issue a full £149 refund to the original payment method within five working days of that decision. Your bank or card provider may take additional time to display it. If Casa asks for a replacement and none is supplied within seven calendar days, Casa may cancel the order and issue the same full refund.

Casa aims to send the PDF within three working days after payment and an acceptable complete upload are confirmed. Working days exclude Saturdays, Sundays and public holidays in England.

The service is not a RICS survey, structural engineer's report, electrical test, gas test, drainage survey, asbestos survey, valuation or fixed quotation. It does not verify the survey findings on site or identify concealed defects. A survey may still be suitable even where evidence for a particular defect or cost is insufficient; in that case, the report may recommend further investigation instead of supplying a speculative figure, and this does not by itself make the whole service refundable.

By selecting the early-start option, you expressly ask Casa to begin the service after payment during the statutory cancellation period. If you cancel after work has begun, Casa may deduct a proportionate amount for work already supplied where the law permits. The right to cancel may end once the service has been fully performed following your express request and acknowledgement. This does not affect the full-refund promise above where Casa decides the order is unsuitable for the service.

Key membership terms

• Casa Cares is a planned property-maintenance membership—not insurance, a warranty or emergency breakdown cover.
• The annual membership price is protected for the paid 12-month period.
• Monthly plans renew each month with no minimum term and no obligation to pay for a full year.
• Repairs, materials, replacement parts, emergency attendance and specialist services are charged separately unless expressly stated as included.

1. About us and the contract

Casa Cares is a trading brand of Casa Building Solutions Ltd (we, us or Casa), registered in England and Wales under company number 14057907. Our registered office is Onward Chambers, 34 Market Street, Hyde, England, SK14 1AH. Our VAT number is GB421602933.

These terms apply to Casa Cares Home and Casa Cares Landlord memberships. Your application, our written confirmation, these terms and any document expressly incorporated into them form the agreement between you and Casa (the Agreement).

The online checkout checks the supplied postcode and property type before payment. When Stripe confirms payment, the payment confirmation records the plan, Property, price, payment schedule and start date and the Agreement begins. If the details supplied are inaccurate or the Property proves outside the stated eligibility criteria, Casa may cancel the membership and refund the initial membership payment in full.

You must be at least 18 and have authority to enter the Agreement for the approved property. A consumer is someone acting mainly outside their trade, business, craft or profession.

2. Eligibility and the approved property

Each membership covers one house recorded in your confirmation (the Property). Casa Cares Home is for an eligible owner-occupied house. Casa Cares Landlord is for one eligible privately rented house owned or lawfully managed by the member.

Membership is currently available for eligible properties in M, BL, OL, SK, WA and WN postcode areas, subject to the accurate information supplied at checkout. We may ask questions, review information or photographs, or arrange an initial assessment to verify eligibility.

Unless agreed otherwise in writing, membership is not available for flats, apartments, mobile homes, park homes, business premises, houses in multiple occupation, council properties, housing-association properties or properties mainly used commercially. We may decline a property where its condition, use, access, location or known risks make the plan unsuitable.

A landlord remains responsible for all legal duties owed to tenants and for obtaining any consent required for access or work.

3. Membership term and renewal

Monthly plans run on a rolling monthly basis with no minimum term. Each payment covers one month. You can cancel before your next renewal; membership and benefits continue until the end of the current paid month and no further monthly renewal payment is due.

Annual plans cover 12 months paid upfront. The annual price confirmed when you join is protected for that paid period. We will contact you before renewal to confirm the renewal price and payment arrangements.

We will give reasonable advance notice of renewal and any change to the price or important terms. Any applicable statutory reminder, cancellation or cooling-off requirements continue to apply.

4. Fees and payment

The membership prices are:

• Casa Cares Home: £24.99 per month with no minimum term, or £274.99 paid upfront for 12 months.
• Casa Cares Landlord: £39.99 per month with no minimum term, or £439.99 paid upfront for 12 months.

Consumer prices include VAT where applicable. Monthly payments cover one month at a time. Annual payment covers a 12-month membership. Stripe displays and confirms the selected price and payment schedule before payment.

You authorise us and our payment provider to take agreed payments when due. You must keep payment and contact details current. If a payment fails, we may contact you, retry it and suspend non-essential benefits after reasonable notice while it remains overdue. We will not charge an unannounced failed-payment fee.

Repairs, materials, certifications, inspections and other work require your approval and are governed by their quotation or work order. We will not start separately chargeable work without agreement, except where you authorise immediate action reasonably required to make a situation safe.

5. What membership includes

Subject to eligibility, availability and these limits, membership includes:

• a visual Home Health Assessment near the start of membership;
• a photographic record of visible areas reviewed, where access and consent allow;
• one planned maintenance visit of up to 60 minutes during each membership year;
• one annual visual property review;
• free initial telephone and WhatsApp advice on damp concerns, structural questions and general building work;
• priority booking over non-members where reasonably practicable;
• 10% off labour on qualifying repairs completed directly by Casa; and
• seasonal maintenance reminders.

The Landlord plan may also include reasonable access coordination with a tenant or managing agent and reminders about commonly required gas and electrical safety checks. Reminders are administrative support only: the landlord remains responsible for compliance and arranging certification.

6. Assessments, visits and service limits

Free member advice

All Casa Cares members can call us for free initial advice on damp concerns, structural questions, repairs, renovations and general building work. We are happy to talk through your plans or concerns and advise on the next steps. You can also send photographs by WhatsApp. Telephone or photo-based advice does not replace an on-site inspection, structural assessment or engineering calculations. Any separately required inspection, specialist service or building work is agreed and priced before proceeding.

Visual assessments

A Home Health Assessment or annual review is a non-invasive visual inspection of reasonably accessible areas. It is not a building or structural survey, valuation, EICR, gas-safety inspection, drainage survey, asbestos survey, invasive investigation or guarantee that every defect will be found.

We do not normally move heavy furniture, lift flooring, open walls or ceilings, enter unsafe spaces, use specialist access equipment or test concealed systems unless separately agreed. Advice and photographs reflect visible conditions on the inspection date.

The planned 60-minute visit

The included visit provides up to 60 minutes of attendance and labour for suitable minor planned maintenance. Travel within the approved service area is included. Time begins when our operative arrives and can safely access the Property. Unused time has no cash value, cannot be rolled over and cannot normally be transferred.

We may request details or photographs before booking. Completion is not guaranteed within 60 minutes. Materials, parts, specialist equipment, disposal, parking or access charges, and labour beyond 60 minutes are extra and require approval.

Not included

Unless expressly confirmed, membership does not include:

• emergency, same-day or out-of-hours attendance;
• repair or replacement costs, materials, parts or consumables;
• boiler, appliance, heat-pump or underfloor-heating breakdown cover;
• roof replacement, structural work, subsidence, major damp remediation or renovation projects;
• blocked drains, pest control, asbestos, mould treatment or environmental testing;
• scaffolding, towers, specialist access or unsafe work at height;
• electrical, gas or regulated inspection, testing, certification or remedial work;
• damage caused by neglect, misuse, accidental damage, alterations, pests, weather, flooding, fire or a third party; or
• pre-existing defects, even if discovered after membership begins.

We can quote separately for work within our capabilities. Electrical and gas work will be performed only by appropriately competent or registered persons where required.

7. Repair support, priority booking and labour discount

Casa Cares gives access to advice and a route to request help; it does not promise that every fault can be attended or repaired. We will assess requests and explain whether a visit, specialist inspection or quotation is appropriate.

Priority booking means we aim to offer members earlier suitable appointments than comparable non-member enquiries. It is not a guaranteed response time and is subject to safety, existing commitments, workforce availability, severe weather and emergencies.

The 10% labour discount applies to qualifying repair and maintenance work quoted and completed directly by Casa while membership is active and payments are current. The labour saving will be stated in the quotation. It does not apply to materials, parts, third-party charges, specialist services, emergency attendance, insurance work, statutory fees or quotations already accepted. EICRs and rewire packages have their own separately displayed member prices or discounts.

If there is an urgent risk to life or property—such as fire, suspected gas escape, exposed live electrics, major uncontrolled water escape or immediate structural danger—contact the relevant emergency service or utility provider first. Casa Cares is not an emergency-response service.

8. Bookings, access and missed appointments

Appointments are subject to availability and agreement. You must give accurate information, disclose known hazards and provide safe, lawful and timely access. An adult authorised to make decisions must be present unless agreed otherwise.

For a rented Property, you are responsible for ensuring access complies with the tenancy and the law. We may coordinate with a tenant or agent, but you remain responsible for permissions and costs caused by failed access.

Please give at least 24 hours' notice to rearrange. If access fails, the task differs materially from its description, or conditions are unsafe, we may treat the included visit as used only where reasonable. We will explain any charge or rebooking consequence.

We may stop, postpone or refuse work that would be unsafe, unlawful, outside our competence, likely to damage the Property or dependent on specialist investigation.

9. Your responsibilities

You agree to provide accurate contact, property and fault information; follow reasonable safety advice; take reasonable steps to prevent further damage; maintain appropriate insurance; and obtain any freeholder, lender, insurer, tenant or planning consent required.

Do not rely on Casa Cares as a substitute for statutory inspections, professional surveys, insurance, warranties or emergency services. Landlords remain responsible for required checks, hazards and repair obligations.

10. Your 14-day cooling-off right

If you join online, by telephone or away from our business premises as a consumer, you normally have 14 days from the day after the Agreement is made to cancel without giving a reason. Send a clear statement by email, post or another method we make available. You may use the model form in section 18 but do not have to.

We will not begin membership services during the cooling-off period unless you expressly ask us to do so. If you ask us to start and then cancel within that period, we may charge a fair proportion for services supplied up to cancellation where the law allows. If a requested service is fully performed after your express request and acknowledgement, your cooling-off right for that fully performed service may end.

Where a refund is due, we will make it without undue delay and normally within 14 days of being told, using the original payment method unless agreed otherwise.

11. Cancellation after the cooling-off period

Monthly plans

Monthly plans have no minimum term. You may cancel at any time before your next renewal. Cancellation takes effect at the end of your current paid month, when benefits end. There is no early-exit fee and no obligation to pay the remaining months of a year.

Annual plans

Annual membership is paid upfront for 12 months. After the cooling-off period, there is no general right to a refund simply because you change your mind. You may ask to stop renewal at any time before the next annual payment. This does not affect statutory rights or your right to end the Agreement if Casa commits a serious breach. We will consider early-release requests for exceptional circumstances such as death, permanent residential care or serious financial hardship.

How to cancel

Email enquiries@casabuildingsolutions.co.uk, write to our registered office, or use any online cancellation method we make available. Include your name, Property address and membership number if known. We will acknowledge cancellation in a form you can keep.

Cancellation or suspension by Casa

We may suspend or end membership on reasonable notice if the Property becomes ineligible, payments remain overdue, access repeatedly fails, a person behaves abusively or unsafely, information was materially false, or we can no longer provide the plan. We will act reasonably and explain the effect on fees. If we end the Agreement without your breach, we will refund any prepaid amount for the period after it ends.

12. Changes to membership or price

We may make minor changes needed for safety, law, regulation, clarity or administration where they do not materially reduce benefits. We will give reasonable notice of material changes.

The annual membership price is protected for the paid 12-month period. For monthly rolling membership, we may change the fee with at least 30 days' notice. If you do not accept the new fee, you may cancel before it takes effect without a cancellation charge. New statutory subscription rules take priority over inconsistent wording here.

13. Moving home

Membership is linked to the approved Property and does not transfer automatically. Tell us before moving. Subject to location, eligibility and assessment, we may agree to transfer the remaining membership or offer an available pre-sale or pre-purchase inspection benefit. Any credit, qualifying period, limit or charge must be confirmed in writing and has no cash value unless stated otherwise.

14. Our responsibility and your legal rights

We will provide membership services with reasonable care and skill. Nothing excludes or limits liability where unlawful, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or your statutory consumer rights.

We are responsible for loss or damage that is a foreseeable result of our breach or failure to use reasonable care and skill. We are not responsible for loss that was not foreseeable, existed before our involvement, results from inaccurate or withheld information, or could reasonably have been avoided by following advice or taking prompt protective action.

For consumers, we do not exclude liability for damage to your property caused by us while providing services. We are not responsible for business losses, lost rent, lost profit or business interruption where you enter the Agreement as a consumer. Nothing prevents you recovering a remedy available under consumer law.

Reports and advice are prepared for the named member and stated purpose. A third party should not rely on them without written agreement. A visual assessment is not a warranty of the Property's condition or prediction of future failure.

15. Complaints

Please contact us first so we can investigate:

Email: enquiries@casabuildingsolutions.co.uk
Telephone: 07932 302717
Post: Casa Building Solutions Ltd, Onward Chambers, 34 Market Street, Hyde, England, SK14 1AH

Include your name, Property address, what happened and the outcome you want. We will acknowledge the complaint, investigate it fairly and aim to give a clear response within a reasonable time. This does not restrict your legal rights or ability to seek independent advice.

16. Personal information and photographs

We use personal information to assess applications, administer membership, arrange access, provide services, keep safety and property records, take payment and meet legal obligations. Our Privacy Notice explains this in more detail.

Photographs or videos taken during an assessment or visit may form part of the service record. We will not use identifiable images of your home for marketing without separate permission. You are responsible for telling occupants that photographs may be taken and obtaining any legally required permission.

17. General terms

Communications. We may send contractual confirmations, reminders and notices to the contact details you provide. Keep them current. Marketing choices are handled separately.

Events outside our control. We are not responsible for delay caused by events we could not reasonably control. We will contact you, minimise the effect where possible and rearrange affected services.

Qualified contractors. We may use suitably skilled employees or subcontractors. Casa remains responsible for services supplied under the Agreement, subject to these terms.

Transfer. You may not transfer the Agreement to another person or property without written agreement. We may transfer our rights or obligations only where this does not reduce your rights and will notify you where required.

Contract effect. These terms do not exclude statements or information that consumer law makes binding. If one provision is unenforceable, the rest continues. Delay enforcing a right does not waive it. Only you and Casa may enforce the Agreement except where law provides otherwise.

Governing law. The Agreement is governed by the law of England and Wales. Consumers resident elsewhere in the UK retain mandatory protection of their home jurisdiction and may use the courts available under applicable law.

18. Model cancellation form

Complete and send this only if you wish to cancel during a statutory cooling-off period. A clear email with the same information is sufficient.