I wasn't going to add to this because I am ambivalent about this forum at best but I think I will.
I personally think its not good enough in chards case, I am only small I fight for scraps at the bottom to make money doing what I love but regardless of terms and conditions they've dropped the ball on this case. If I couldn't source in 6 weeks Id quit because Id be embarrassed, Chards is possibly the benchmark for the UK market. It is indeed the company people like myself aspire to be like and I have blacklist of contacts that is a fraction of a fraction of a percent of theirs. Its not good enough, that customer is lost for life now and quite rightly so.
Doesn't matter about terms and conditions if you can't do something in adequate timeframes then you shouldn't be offering the service. Just my humble opinion, I wait for people to jump down my throat.
PS i actually think Chards does a very good job, they are one of the benchmarks but they need to sort out those T and Cs or other people will happily take their market share.