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When you accept a quote, the total including VAT decides how you pay. Under £2,500 you pay the full amount when you accept. At £2,500 or more you pay a 50% deposit when you accept, and the balance before delivery or fitting. Your invoice is always for the full total and shows what you have paid and what is still due.
How does the deposit rule work?
| Quote total including VAT | When you accept | Before delivery or fitting |
|---|---|---|
| Under £2,500 | The full amount | Nothing more |
| £2,500 or more | A 50% deposit | The balance |
The deposit is worked out to the penny and the balance is the total less the deposit, exactly. Your quote page shows both figures before you pay.
The rule in force when you accept is the one that applies to your order. A later change to our policy does not move an order you have already accepted. If a quote is revised and its total crosses the £2,500 line, the revised quote shows and charges the new plan.
Does this apply to basket orders?
No. An order you build and pay for in the basket is paid in full at checkout. The deposit rule is for accepted quotes. Trade accounts with agreed credit terms are invoiced on account instead, and pay to their terms. See trade accounts.
How do I pay the balance?
Step 1: Check what is due
Your invoice shows the amount paid, the balance due and the words "Balance before delivery". Your order page shows the balance too.
Step 2: Pay from your order page
Open your order's tracking page and press "Pay the balance". You pay by card on a secure page.
Step 3: Or use our payment link
We can send you a payment link by email for the balance. It can be paid once, and a newer link replaces an older one.
Step 4: Get your updated invoice
Once the balance clears, your order shows as settled and your records show the full amount paid.
Read paying a balance for more on payment links and what happens if one expires.
Why is my delivery or fitting on hold?
An order paid by deposit that still owes its balance is held at despatch and at the fitting: the delivery cannot be despatched, and the installation visit cannot go ahead, until the balance is paid. Paying lifts the hold with nothing more for you to do.
The workshop and the diary are not held. Your glass can be made and your day booked while the balance is still open. A manager may release a hold for a reason they record, but the balance is still owed and still shows on your order and invoice. Read paying a balance for what to do if you have already paid by transfer.
What if I cancel after paying a deposit?
Made-to-measure glass is cut to your specification, so it has no 14-day change of mind cancellation right. Your rights if it is faulty, damaged or not as ordered are not affected. If you want to change or cancel, contact us as soon as you can with your order reference: before cutting starts we can look at what is possible, and we tell you what happens to the deposit. Read changing or cancelling an order.
Where to go next
Questions we get asked
Is the deposit 50% of the price before or after VAT?
It is 50% of the quote total including VAT. The threshold is £2,500 including VAT as well.
Can I pay the whole amount up front on a large quote?
The quote takes the deposit when you accept. You can then pay the balance straight away from your order page.
My delivery is booked but the balance is not paid. What happens?
The van does not leave with your glass until the balance is paid. Pay from your order page and the hold lifts at once.
Does the invoice show the full price or only the deposit?
The full price. It prints the amount paid and the balance due beneath the total.
Contact the team with your order reference and the step you need help with, or search all help topics.