Terms & Conditions

General

These conditions supersede all prior representations or arrangements and contain the entire agreement between the parties in connection with the products (unless otherwise stated).
None of the Companies employees or agents has authority to modify or supplement these conditions. Nothing in these conditions shall restrict the normal consumer rights of a Customer.

Fitting

Fitting dates quoted are given in good faith but are not guaranteed. If the Companies employees or agents are asked by the Customer or their agents to move any furniture, appliance or other item to accommodate the fitting of floor covering, the Company, its employees or agents will not be held responsible for any damage caused unless by negligence.

Such requests must be made to the Company and confirmed in writing at least five working days before the fitting date. If the Companies employees or agents are asked by the Customer or their agents to remove or replace any skirting board, beading or scotia, the Company and its employees or agents will not be held responsible for any damage caused unless by negligence.

The removal and fitting of skirting boards can often damage wall décor and plasterwork. It is the customers responsibility to undertake any repair work that may be necessary.

Price and Payment

Unless otherwise stated on the order confirmation our prices are inclusive of VAT. A deposit of 80% is payable at the time an order is placed to cover the cost of us purchasing materials, it is non-refundable once materials have been ordered. If the Company is unable to fulfil the order any deposit will be refunded to the Customer in the same manner in which it was paid. Any outstanding balance is payable by the Customer a minimum of 7 days before fitting. Time is of the essence of the contract. The Company may charge interest at 4% over Barclays Bank plc.’s base rate per annum for the time being (to accrue from day to day) on any sum owed to the Company under the contract that is not paid. In the event that cleared funds are not received for the deposit payment (for example if your card declines or your cheque bounces) we may request full payment before any installation of goods takes place.

Warranty

Flooring samples should only be used as a guide to colour matching.

Colour will vary across batches of timber flooring. Wood is a natural product which are an organic material and are subject to natural variance.

You should note that when a sub-floor is not completely flat, this may result in a bounce effect in wooden flooring and the Company will not be held responsible for this. The Company will supply the goods and services under this agreement with reasonable skill and care. If you are unhappy with any aspect of our work, you should notify us within a reasonable time. We will arrange a time when we can visit your property to examine the supplied goods and services and, if the goods and services are deemed unacceptable, we will either remedy the defect in question or re-supply the defective service.

We offer a warranty on the fitting of your floor for 12 months following installation; the fitting guarantee becomes void if the floors are not maintained & cared for as per our manufacturer’s instructions.

Force Majeure

The Company will source and fit the goods within a reasonable time that’s agreed with the Customer. If any unexpected issues arise the Company will contact the Customer to discuss the best way forward, this may include a revised fitting or delivery date or in certain exceptional circumstances a cancellation of the order and full refund.

The Company will not be liable to you for any loss or damage if we fail to meet the original time scale because of circumstances beyond our reasonable control.

Risk and Title

Risk in the goods shall pass from the Company to the Customer upon delivery and fitting. However, the Company shall retain ownership of the products until payment has been received in full.

Cancellation

The goods are bespoke and made to measure to your requirements. As such they fall into the category of tailor-made products within the Consumer Contracts Regulations and hence you will not be able to cancel once your order is placed.

Law

This contract shall be governed by and construed in accordance with the law of England. The Customer hereby agrees, for the Companies exclusive benefit, that the English courts shall have sole jurisdiction to hear all claims or proceedings connected with the provision of the contract. Customers may nevertheless bring claims in any other courts of competent jurisdiction.

If any provision of the contract is found to be invalid or unenforceable it shall have effect to the maximum extent permitted by law, or, if not so permitted, shall be deemed deleted.

This will not affect your legal rights as a consumer in relation to made to measure goods that are faulty or not as described. Notwithstanding this the Company will accept cancellation of orders provided goods have not been irrevocably ordered from our suppliers.
Where stock is held for us by our suppliers, but not dispatched, we will normally be able to accept a cancellation and provide a full refund.

Miscellaneous

The Company strongly recommends its estimators undertake a site visit before the Customer places an order. This is to establish the correct room dimensions and whether any floor preparation is needed before confirming a contract price. If no such survey is undertaken or permitted by the Customer, the Company will not be held responsible for shortages or subsequent additional costs that may arise during installation.

This also applies where doors need to be trimmed to accommodate the flooring. Door trims can only be carried out on internal doors that are solid wood. The following doors cannot be trimmed, fire doors, sliding doors, hollow doors or doors containing glass panels. All such services are chargeable.

Scratch resistant does not mean scratch proof and should not be considered as such. The contract may not be assigned by the Customer without the Companies prior written consent.

For customers ordering goods on a supply only basis we have a strict no returns policy. Payment is required in full at the time of the order and it is the customers responsibility to check their order requirements prior to placing their order.

When calculating product quantities an allowance is made for wastage which is an essential requirement of floor fitting. All products are ordered specifically for each customer and any leftover product is to be retained by the customer and can’t be returned for a refund.

From the time flooring is fitted it is the customers responsibility to care for and maintain the flooring according to the manufacturer’s guidelines. If customers require any assistance in locating these guidelines, then please speak to us.

Customers are required to clear all areas of old floorings and accessories unless this service has been booked with us prior to the fitting date. Customers are required to remove all furniture from areas to be fitted with new flooring. Any requests for assistance to help move furniture that have not been pre booked will be at the discretion of the fitter and maybe subject to an additional charge. Please note that we will not accept liability for any damage subsequently foundIt is the customers responsibility to arrange the removal and refitting of any kitchen and utility room appliances, for the avoidance of doubt this includes cookers, dishwashers, washing machines, tumble dryers, fridges etc.

Customers are responsible for securing all electrical wires and cables prior to the fitter arriving. This includes but is not limited to telephone wires, alarm wires, speaker cables, ethernet cables etc. It is the customers responsibility to make the fitter aware of any wires or cables which may be situated in the area where flooring is being fitted. We will not be responsible for any damage to wires or cables where the fitter was not made aware of their existence prior to the commencement of fitting.

It is the customers responsibility to make the fitter aware of any pipework in the area where flooring is being fitted. We will not be responsible for any damage to pipework where the fitter was not made aware of its existence prior to the commencement of fitting.

Customers are responsible for the disposal of all rubbish associated with the flooring services undertaken. A rubbish removal service is available at extra cost.

Complaints Policy

We always endeavour to provide the best service and products for our customers. However, on rare occasions, we recognise that there may be times where our customers may not be completely satisfied. To ensure we are able to put things right as soon as we can, please read our complaints procedure below and we will respond promptly to ensure complete satisfaction

As soon as possible after the completion of the works, please inspect the work to ensure everything has been carried out to our usual high standards. In the unlikely event there is anything you are not completely satisfied with, please contact us as soon as you can in order that we can rectify any problems as soon as possible. Either call us on 020 7625 1701 or email us at enquire@oneflooring.co.uk. We aim to respond within 2 days of receiving your complaint and where possible, will provide you with a date to remedy any issues raised.