Terms and Conditions

OVERVIEW

We are committed to providing each customer with a first class, professional service from start to finish. To make sure we can provide this promise we have set out below our terms and conditions, so you can see what you can expect from us when you place an order and what we expect of you in return.

Please ensure to read these terms and conditions so any possible misunderstandings are avoided.

 

DEFINITIONS

‘We, Us, Our, Ourselves’ – In these terms and conditions we define ‘We’, ‘Us’, Our, ‘Ourselves’ as Eden valley flooring & Interiors.

‘Service/Services’ – Service/Services will refer to any type of work we provide.

‘Carpets and Floor-coverings’ – Carpets will mean carpets only. Floor-coverings will refer to solid and engineered wood, LVT and vinyl.

‘Customer’ – Customer means any person, company or firm who enlists Eden Valley Flooring & Interiors to carry out any work.

‘Fitter’ – Fitter means the floor layer from Eden valley flooring and interiors enlisted to carry out the installation of carpets and floor-coverings for the customer.

‘Home Selection Service’ – Home Selection Service means Eden valley flooring and interiors will bring their selection of thousands of samples to your home or office at a time to suit you, for you to choose in situ without the altering effects of shop lighting. We will then measure areas to be quoted and provide you with an exact quotation.

 

HOW WE OPERATE

• Unless otherwise agreed in writing by us these terms and conditions shall apply to all work we provide and shall override any terms or conditions stipulated or referred to by the customer whether in the order or in any negotiation.

• By ordering our services by telephone, email or in person the customer agrees to be bound by these terms and conditions.

 

PAYMENT

• A 50% deposit of the total order value is required to initiate an order with the balance being payable once the work is completed and before the fitter leaves the premises.

• All supply only orders must be paid for in full before any goods are ordered.

• All payments can be made by either cash or credit/debit card. Please note we do not accept cheques.

 

 

LATE PAYMENT

We reserve the right to charge interest on late payments at 3% over bank base rate.

 

 

CANCELLATIONS

As soon as an order is confirmed all goods are cut/destocked and allocated to your invoice. Therefore no refunds on orders taken can be given.

 

FURNITURE, APPLIANCES AND OLD CARPETS/FLOOR-COVERINGS

 

Furniture:

• Please note our prices do not include the moving of any furniture. We kindly ask you to remove all furniture from areas to be fitted before we arrive.

 

• If required we can move furniture and a separate charge will be applied. We only move larger items such as sofas and tables, we do not move personal belongings, clothing, ornaments and other small items. Wardrobes, cabinets etc. must be emptied of all contents if we are to move them. We kindly ask you to move all smaller items out of the room before we arrive and we will move the larger items where a separate charge has been applied.

 

 

• We do not accept responsibility for any damage to furniture or electrical equipment that we move.

 

• Please be sure if you are replacing furniture not to drag heavy items across newly fitted carpets as this may cause them to loosen and ruck and a re-stretch may be required which will incur a minimum call out charge. Dragging heavy furniture across newly fitted floor-coverings may cause marks or tears which will be irreparable.

 

• Customers whose Estimate is based on the ‘fitting only’ option are required to pay in full to Eden Interiors for the materials upon acceptance of the Estimate. Payment for fitting is payable directly to the fitter upon completion of works. In this instance, Eden interiors act as agents for self-employed carpet fitters/floor layers. Eden Interiors retains full responsibility for the materials supplied which are guaranteed by the Manufacturer as per their terms and conditions per specified flooring, however the fitter is directly responsible for the standard and quality of the workmanship and any liability arising from the installation. Should any fitting issues arise after installation, contact should be made with the fitter directly before contacting Eden Interiors.

 

• Eden Interiors will not accept any liability for mismeasures of any floor covering whereby the estimate has been based solely on the Customers own measurements & has not been surveyed by us. The Customer is responsible for the measurements and any other information being accurate, therefore should the floor covering not fit, additional or a change in materials be required, an abortive visit charge of £150 + vat per day would be charged along with the supply of the floor covering ordered. Should a replacement in the correct size be required and/or any additional materials, these would be ordered at the Customers’ expense.

 

Appliances:

• Our prices do not include moving any appliances. We kindly ask you to move all appliances out of areas to be fitted before we arrive.

• If required we can move appliances and a separate charge will be applied. All appliances to be moved where applicable must be fully unplumbed and ready to be moved.

• We do not accept responsibility for any damage to appliances that we move.

• Please be sure if you are replacing appliances not to drag them across newly fitted floor-coverings as this may cause them to mark or tear and this will be irreparable.             

• Dragging appliances across newly fitted carpets may cause them to loosen and ruck and a re-stretch may be required which will incur a minimum call out charge.

 

 

Old carpets/floor-coverings:

• Our prices do not include uplifting and disposing of old carpets and floor-coverings.

• We kindly ask that you have all carpets/floor-coverings removed before we arrive.

• If required, we can uplift and dispose of old carpets and floor-coverings and a separate charge will be applied.

 

CUSTOMERS OWN MEASUREMENTS

• At Eden valley flooring and interiors we bring the showroom to your home or office, offering a home/office selection and measuring service.

• Should a customer contact us providing us with the exact type of carpet or floor-covering they require along with their own measurements of areas to be fitted, we will make allowances on these sizes and place an order. We cannot be held liable for carpets or floor-coverings that do not fit if, customers have provided us with their own measurements that prove to be incorrect.

• Alternatively we can provide an estimated price over the phone prior to measuring. An estimated price will be approximate based on the sizes you provide us with and cannot be taken as a quotation. An exact quotation will be provided when we carry out a site survey/measure.

 

SUBFLOOR PREPARATION

• Some subfloors may require preparation before carpets or floor-coverings can be fitted.

• Uneven floorboards or gaps between floorboards may require hardboard or plywood to be fitted to make the floor suitable for carpets or floor-coverings to be fitted.

• Uneven or chipped concrete floors may require a latex screed to completely level the floor making it suitable for carpets or floor-coverings to be fitted.

• We provide a subfloor preparation service at an extra charge. We do not guarantee that this will make a subfloor entirely even or level.

• If a subfloor has not been prepared we cannot be held liable for imperfections to carpets and floor-coverings being fitted to imperfect subfloors.

• We are unable to replace or carry out any remedial work to loose floorboards.

 

 

WE WOULD LIKE TO MAKE ALL OF OUR CUSTOMERS AWARE OF THE FOLLOWING:

• Carpets are soft products and flattening of the pile will occur as a result of usage. Flattening may change the shade of the carpet (shading) and this may be permanent (pile reversal). This may appear to be random but this is not a fault. Areas of high foot traffic are especially prone to such changes in appearance. The side of the pile may appear to be a slightly different colour to the ends. Changes in direction or angle of the pile may change the shade of the carpet and this may appear patchy. Such changes do not affect the durability of the carpet.

 

• During transportation and storage, carpet pile may become slightly crushed and this will show as shaded bands across the pile. These will disappear as the carpet settles into its new environment and as the pile is flexed through regular use and vacuum cleaning.

 

• Carpet colours vary from batch to batch and the exact matching between separate pieces of carpet (especially 4metre and 5metre rolls) cannot be guaranteed.

 

• Gripper pins can be felt through the carpet close to skirting boards and on stairs. This is normal, but you can ask the fitter to flatten the pins during installation. This will affect whether or not the gripper can be reused and may affect the fixing of the carpet.

 

• All widths of carpet are approximate and within a tolerance of plus or minus 1.25% in accordance with BS3655.

 

• All new carpets benefit from the use of a good quality underlay. Reusing existing underlay may result in abnormal flattening of the carpet pile and faster wearing.

 

• If a carpet is fitted as a stair runner to open sided stairs (stair spindles) underlay may be visible in some cases and there will be a void between the carpet and stairs. This is normal and is not a fitting fault.

 

• All of our fitters carry out their work with the upmost of care, but even with the greatest care home décor may be scuffed or marked during the fitting process. New wallpaper and paintwork are especially vulnerable and should be allowed to dry for a minimum of two weeks. Neither we nor our fitters can be held liable for any marks or scuffs caused.

 

• We require written notification if any pipes are less than 2”(5cm) below the surface of the floor. We cannot be held liable for any damage caused if we are not made aware of this in writing.

 

• We require written notification if any alarm, internet or T.V cables are underneath your carpets. We cannot be held liable for any damage caused if we are not made aware of this in writing.

 

• Customers are required to inspect all carpets and floor-coverings once fitted and to sign a satisfactory notice sheet stating that they are happy with the work that has been carried out.

 

• Carpets and floor-coverings exposed to high levels of sunlight (such as in conservatories) may fade in colour over a period of time. This is not a fault and we cannot be held liable for this.

 

• Cushion floor vinyl can be fitted in any area of the home providing the subfloor is level. However, please be aware that furniture and appliances may cause indentation marks and dragging furniture or appliances may tear the cushion floor vinyl. Dragging furniture or appliances over laminate or wood flooring may cause marking or scratching of the surface of the flooring.

 

• We ask you to ensure there is sufficient clearance between doors and floors before we arrive. Should you require us to ease any doors additional charges will apply. We cannot be held liable for any damage to your carpets or floor-coverings if there is insufficient door clearance.

 

• Keys can be left in a safe place or collected by us prior to a fitting date if a customer cannot be on site at the time of fitting. We can post keys through a letter box once the work is completed but cannot be held liable if keys are misplaced or stolen.

 

• Uneven/unlevel subfloors that are not prepared by either hardboard/plywood or screeding may show through carpets or floor-coverings. Floorboards may show through a carpet or vinyl and uneven floors may cause carpets or floor-coverings to have an abnormal appearance.

 

• We recommend the use of vacuum cleaners with rotating brushes on cut pile carpets but suction only for loop pile carpets.

 

• Our prices for uplift and dispose,or moving of furniture do not include clearing of debris from tradesmen or building work.

 

• Complaints must be made within 1 working day of work being completed otherwise they will not be taken into consideration.

 

• If a striped or patterned carpet is fitted and walls or stairs run out a stripe or pattern will not line up properly and we cannot be held liable for this.

 

• Solid and engineered wood are a natural product and will have knots varying in size and will be treated with filler by the manufacturer.

 

• If a join in a carpet or vinyl is required the customer must sign to acknowledge they are aware that a join will not be invisible.

 

• Customers are advised against ordering a loop pile carpet if they have cats or dogs. We cannot be held liable for pulled loops if animals scratch at carpets.

 

• We cannot accept liability for uncompleted jobs or jobs not completed to a high standard if other tradesmen are present in the areas whilst we are fittings carpets or floor-coverings.

 

• We recommend that all carpets are professionally cleaned periodically. The frequency will depend on the level of soiling, but should be done before soiling becomes ingrained into the pile fibres and starts to cause a faster rate of wear. We can provide a professional carpet cleaning service at an extra charge.

 

• We cannot be held liable for any problems such as shrinkage resulting from carpets or floor-coverings being fitted in wet areas.

 

• We cannot be held liable for the loss, expense, damage, delay, costs or compensation which may happen to the customer arising from:

• We cannot be held liable for the failure to carry out a service which is beyond our control (such as delayed deliveries to ourselves)

 

• All carpets using a spun yarn will shed excess fibre when first installed. The duration of the shedding of these fibres will vary dependent upon the frequency of vacuuming and the type of machine used. This is to be expected and does not mean there is a defect.

 

• Carpet samples we have to display may not be from the same production batch as current stock and therefore should only be used as a guide and not as an exact match.

 

• If we are required to carry out any additional work there will be additional charges applied.