Terms & Conditions

Last updated: 21 October 2026

These terms explain how booking and paying for painting and decorating work with Paint It All Ltd works, and what happens if anything goes wrong. We have written them in plain English. Nothing in these terms affects your legal rights as a consumer.

1. About us

Paint It All Ltd is a company registered in England and Wales (company number 16165207). Our trading address is 36 Chipstead Valley Road, Coulsdon, CR5 2RA. You can contact us on 020 3576 3775 or info@paintitallltd.com.

Every decorator who works on your job is a Paint It All employee - part of our own full-time and part-time team. We do not pass your job to subcontractors or outside tradespeople. Our decorators are DBS-checked and are managed directly by our team, and our CEO is on site most days checking on jobs and customers.

We hold £1 million public liability insurance and £5 million employers' liability insurance.

2. Your price and booking

You see your price online before you book. Labour prices depend on the service, the size of the area and your postcode. Materials are listed separately so you can see exactly what you are paying for.

Before work starts, one of our team carries out a site assessment, including health and safety checks. If the site is different from what was booked (for example the area is larger, or extra preparation is needed), we will explain why and give you a new written price. Nothing changes unless you approve it. If you do not want to go ahead at the new price, you can cancel and we will refund what you have paid for that booking in full.

Any extra work you ask for during the job is agreed with you in writing, with its own price, before we do it.

Paint It All Ltd is not currently VAT-registered, so no VAT is added to your price.

3. Paying

To confirm your booking you pay 80% of the labour price plus the full cost of any materials. The remaining 20% of the labour price is due only after the work is finished and you have signed it off in your account.

All card payments are taken securely by our payment provider, Stripe. We never see or store your full card details.

4. Your 14-day right to cancel

Because you book online, you have the legal right to cancel within 14 days of booking, without giving a reason. To cancel, contact us on info@paintitallltd.com or 020 3576 3775, or raise it from your account.

If you cancel within the 14 days and no work has started, we refund everything you have paid within 14 days, using the same payment method.

If you ask us to start work within the 14 days and then cancel, we refund what you have paid minus a fair amount for the work already done up to the moment you told us.

Paint that has been specially tinted or mixed to your chosen colour is made to your specification, so it cannot be returned once mixed. If we have already bought it for you, it is yours to keep and we will leave it with you.

5. Cancelling after 14 days, or changing your dates

You can ask to move your dates at any time and we will do our best to find a new date that suits you, free of charge. If you cancel after the 14-day period and before work starts, we refund what you have paid minus any reasonable costs we have already had to pay for your job (such as materials bought for you, which are then yours to keep). We will always show you how any deduction is worked out.

If we ever have to cancel or move your job, we will tell you as soon as we can, offer you new dates, and refund you in full if you would rather not rebook.

6. Helping us do a great job

Please make sure we can access the areas to be decorated, with use of water and electricity. We ask you to clear small, valuable and fragile items. Our team covers and protects floors and furniture, keeps work areas tidy and cleans up at the end of each day.

Leftover paint from your job is left with you for future touch-ups.

7. Signing off your job

When the work is finished, we walk round it with you. You can then sign it off in your account. If anything is not right, please tell us before signing off and we will put it right first.

8. Our 12-month workmanship guarantee

We guarantee our workmanship for 12 months from the date your job is signed off. If a problem caused by our workmanship appears in that time, tell us and we will come back and put it right free of charge. The guarantee does not cover normal wear and tear, accidental damage, damp or movement in the building, or work changed by someone else. Paint and products also carry their manufacturers' own guarantees. Our guarantee is in addition to your legal rights.

9. If something is not right - our promise to you

We are truly sorry if anything about your job has disappointed you. We take every concern personally and we are confident we can put it right. Every complaint goes straight to our CEO.

How we resolve it:

• Step 1 - Tell us. Use the Help, complaints & refunds page in your account, email info@paintitallltd.com or call 020 3576 3775. Photos help us understand quickly.

• Step 2 - We respond quickly. We aim to reply within one working day, and we will offer to visit so we can see the problem with you.

• Step 3 - We agree a fix with you. Depending on the problem, we will offer one or more of: returning to repair or redo the affected work at no cost; an alternative finish, product or approach; a different date or decorator; a fair reduction in price for anything that cannot be fully fixed; or a goodwill gesture.

• Step 4 - Refunds. If we cannot put things right, or a fix is not suitable for you, we will offer a full or partial refund, paid back to your original payment method within 14 days of agreeing it.

Putting things right first is how we prefer to resolve problems, but it never limits your legal rights. Under the Consumer Rights Act 2015, our work must be carried out with reasonable care and skill. If it is not, you are entitled to ask us to redo it, and if that is not possible or not done within a reasonable time, to a price reduction, which can be up to a full refund.

If you are still unhappy after we have done everything we can, please tell us and our CEO will review your case personally. We are not currently a member of an alternative dispute resolution scheme. You may also contact Citizens Advice for free, independent advice.

If you are thinking of disputing a payment with your bank, please talk to us first - we will always try to resolve it with you directly and quickly.

10. Our responsibility to you

If we break these terms or fail to use reasonable care and skill, we are responsible for loss or damage you suffer that is a foreseeable result. We are not responsible for loss that was not foreseeable, or for business losses where you book as a consumer. We do not exclude or limit our liability for death or personal injury caused by our negligence, for fraud, or for anything else that cannot be limited by law.

11. Business customers

If you book for a business, these terms apply too, except section 4 (the 14-day consumer cancellation right), which only applies to consumers. Commercial jobs may also have a written quote with its own agreed terms.

12. Other important terms

We may update these terms from time to time. The version in force when you booked applies to your booking. These terms are governed by the law of England and Wales, and you can bring legal proceedings in the courts of England and Wales (or of Scotland or Northern Ireland if you live there).