Terms & conditions
Last updated: March 3rd 2025
*Transform £895 promo Terms & Conditions
The Garolla “£895” promotional discount applies to White Transform doors either 2.25m or less wide only. Normally priced at £995, these products receive a £100 discount. Discount does not apply to add-ons such as, but not limited to, colour and SafeGuard Plus. The offer applies to doors ordered from 2nd April and 31st August 2024. Garolla reserves the right to end or change the discount at any time.
Terms and Conditions
Please read these Terms and Conditions ("Terms", "Terms and Conditions") carefully before using the https://www.garolla.co.uk/ website (the "Service") operated by Garolla Holdings Limited, Unit A, Confederation Business Park, Lowfields Way, Leeds, LS12 6HQ ("us", "we", or "our").
Your access to and use of the Service is conditioned on your acceptance of and compliance with these Terms. These Terms apply to all visitors, users and others who access or use the Service.
By accessing or using the Service you agree to be bound by these Terms. If you disagree with any part of the terms then you may not access the Service.
Purchasing
You are encouraged to familiarise yourself with your rights contained within the Sale of Goods Act 1979, Unfair Contract Terms Act 1977 and the Unfair Terms in Consumer Contracts Regulations 1999.
If you wish to purchase any product or service made available through the Service ("Purchase"), you may be asked to supply certain information relevant to your Purchase including, without limitation, your credit card number, the expiration date of your credit card, your billing address, and your shipping information.
You represent and warrant that: (i) you have the legal right to use any credit card(s) or other payment method(s) in connection with any Purchase; and that (ii) the information you supply to us is true, correct and complete. You expressly agree that Garolla Holdings Limited is not responsible for any loss or damage arising from the submission of false or inaccurate information.
By submitting such information, you grant us the right to provide the information to third parties for purposes of facilitating the completion of Purchases.
We reserve the right to refuse or cancel your order at any time for certain reasons including but not limited to: product or service availability, errors in the description or price of the product or service, error in your order or other reasons. You expressly agree that Garolla Holdings Limited cannot accept any liability for loss or damage arising out of such cancellation.
We reserve the right to refuse or cancel your order if fraud or an unauthorized or illegal transaction is suspected.
Cancellations
The following cancellation fees will apply, depending on when your notice of cancellation is received
Within 72 hours of placing an order - No charge
3 to 5 days after order - 20%
5 days or later after order - 50%
After door is installed - 100%
Availability, Errors and Inaccuracies
We are constantly updating our offerings of products and services on the Service. The products or services available on our Service may be misprinted, described inaccurately, or unavailable, and we may experience delays in updating information on the Service and in our advertising on other web sites. You expressly agree that any such offer of a product or service does not constitute a legal offer capable of attracting legal consequences.
We cannot and do not guarantee the accuracy or completeness of any information, including prices, product images, specifications, availability, and services. We reserve the right to change or update information and to correct errors, inaccuracies, or omissions at any time without prior notice. Section "Availability, Errors and Inaccuracies" is without prejudice to existing statutory rights.
Contests, Sweepstakes and Promotions
Any contests, sweepstakes or other promotions (collectively, "Promotions") made available through the Service may be governed by rules that are separate from these Terms. If you participate in any Promotions, please review the applicable rules as well as our Privacy Policy. If the rules for a Promotion conflict with these Terms and Conditions, the Promotion rules will apply. The terms and conditions of any other "Promotions" are independent of this agreement.
Removal of Your Old Garage Door
We can dispose of your existing garage door. Depending on the material, there could be a charge of up to £40 and use of a local disposal partner.
Quote validity
Quotes obtained through a Garolla engineer are valid for 30 days from the date that quote is given. We reserve the right to provide a new quote if an order falls outside of this 30 day period.
Accounts
When you create an account with us, you must provide us information that is accurate, complete, and current at all times. Failure to do so constitutes a breach of the Terms, which may result in immediate termination of your account on our Service.
You are responsible for safeguarding the password that you use to access the Service and for any activities or actions under your password, whether your password is with our Service or a third-party service.
You agree not to disclose your password to any third party. You must notify us immediately upon becoming aware of any breach of security or unauthorized use of your account.
You may not use as a username the name of another person or entity or that is not lawfully available for use, a name or trade mark that is subject to any rights of another person or entity other than you without appropriate authorization, or a name that is otherwise offensive, vulgar or obscene. You expressly agree that we cannot be held liable for any loss or damage arising out of any misrepresentations you make in this regard.
Intellectual Property
The Service and its original content, features and functionality are and will remain the exclusive property of Garolla Holdings Limited and its licensors. The Service is protected by copyright, trademark, and other laws of both the United Kingdom and foreign countries. Our trademarks and trade dress may not be used in connection with any product or service without the prior written consent of Garolla Holdings Limited.
Links To Other Web Sites
Our Service may contain links to third-party web sites or services that are not owned or controlled by The Garolla Holdings Limited.
Garolla Holdings Limited has no control over, and assumes no responsibility for, the content, privacy policies, or practices of any third party web sites or services. You further acknowledge and agree that Garolla Holdings Limited shall not be responsible or liable, directly or indirectly, for any damage or loss caused or alleged to be caused by or in connection with use of or reliance on any such content, goods or services available on or through any such web sites or services.
We strongly advise you to read the terms and conditions and privacy policies of any third-party web sites or services that you visit.
Termination
We may terminate or suspend your account immediately, without prior notice or liability, for any reason whatsoever, including without limitation if you breach the Terms.
Upon termination, your right to use the Service will immediately cease. If you wish to terminate your account, you may simply discontinue using the Service.
All provisions of the Terms which by their nature should survive termination shall survive termination, including, without limitation, ownership provisions, warranty disclaimers, indemnity and limitations of liability.
Governing Law
These Terms shall be governed and construed in accordance with the laws of England and Wales, without regard to its conflict of law provisions.
Our failure to enforce any right or provision of these Terms will not be considered a waiver of those rights. If any provision of these Terms is held to be invalid or unenforceable by a court, the remaining provisions of these Terms will remain in effect. These Terms constitute the entire agreement between us regarding our Service, and supersede and replace any prior agreements we might have between us regarding the Service.
Changes
We reserve the right, at our sole discretion, to modify or replace these Terms at any time. If a revision is material we will try to provide at least 15 days notice prior to any new terms taking effect. What constitutes a material change will be determined at our sole discretion.
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Complaints Policy & Procedure
1. Our Aim
Garolla is committed to providing a quality service and working in an open and accountable way that builds trust and respect. One of the ways in which we can continue to improve our service is by listening and responding to the views of our customers and stakeholders, and by responding positively to complaints, and by putting mistakes right.
Therefore, we aim to ensure that:
· making a compliment or complaint is as easy as possible.
· we welcome compliments, feedback, and suggestions.
· we treat a complaint as a clear expression of dissatisfaction with our service which calls for an immediate response.
· we deal with it promptly, politely and, when appropriate, confidentially
· we respond in the right way - for example, with an explanation, or an apology where we have got things wrong, or information on any action taken etc.
· we learn from complaints, use them to improve our service, and review annually our complaints policy and procedures.
We recognise that many concerns will be raised informally and dealt with quickly.
Our aims are to:
· resolve informal concerns quickly.
· keep matters low-key.
· enable mediation between the complainant and the individual to whom the complaint has been referred.
This policy ensures that we welcome and also provide guidelines for dealing with complaints from our customers.
2. Definitions
A complaint is defined as any expression of dissatisfaction; however, it is expressed. This would include complaints expressed face to face, via a phone call, in writing, via email or any other method. All staff should have sufficient knowledge to be able to identify an “expression of dissatisfaction” even when the word “complain”, or “complaint” is not used.
3. Purpose
We are always glad to hear from people who are satisfied with the services we offer. All compliments are recorded, acknowledged, and a copy is sent to the relevant service manager to provide feedback to the member of staff or service.
4. Complaints
The formal complaints procedure is intended to ensure that all complaints are handled fairly, consistently, and wherever possible resolved to the complainant's satisfaction.
5. Responsibilities
Garollas responsibility will be to:
· acknowledge the formal complaint in writing.
· respond within a stated period.
· deal reasonably and sensitively with the complaint; and
· act where appropriate.
A complainant's responsibility is to:
· raise their complaint, in writing, to Garolla’s attention normally within 8 weeks of the issue arising;
· raise concerns promptly and directly with a member of staff or appointed representative.
· explain the problem as clearly and as fully as possible, including any action taken to date.
· allow Garolla a reasonable time to deal with the matter, and
· recognise that some circumstances may be beyond Garolla’s control.
6. Confidentiality:
Except in exceptional circumstances, every attempt will be made to ensure that both the complainant and Garolla maintain confidentiality. However, the circumstances giving rise to the complaint may be such that it may not be possible to maintain confidentiality (with each complaint judged on its own facts). Should this be the case, the situation will be explained to the complainant.
7. Complaints Procedure:
Written records must be made by Garolla at each stage of the procedure.
Stage 1
In the first instance, staff member(s) must establish the seriousness of the complaint. An informal approach is appropriate when it can be achieved. But if concerns cannot be satisfactorily resolved informally, then the formal complaints procedure should be followed.
Stage 2
If the complaint cannot be resolved informally, the customer should be advised that a formal complaint may be made, and the following procedure should be explained to them. It may sometimes be appropriate for a different member of staff, preferably a member of the Management Team, to make this explanation.
a) A formal complaint can be made either verbally or in writing. If in writing the attached form should be used. If verbally, a statement should be taken by a member of the Management Team, staff member or a supervisor.
b) In all cases, the complaint must be passed on to the relevant manager. In the event of a complaint about that person the complaint should be passed to the Head of Customer Engagement.
c) The Manager or Head of Customer Engagement, depending on the nature of the complaint, must acknowledge the complaint in writing within one week of receiving it.
d) One of the above will investigate the complaint. Any conclusions reached should be discussed with the staff member involved and their Line Manager.
e) The person making the complaint will receive a response based on the investigation within four weeks of the complaint being received. If this is not possible then a letter must be sent explaining why.
Stage 3
a) If the complainant is not satisfied with the above decision then they may escalate it further to the relevant governing body.
b) The sub-group will examine the complaint and may wish to carry out further interviews, examine files / notes. They will respond within four weeks in writing. Their decision will be final.