Please ensure that all communication is done via email (info@floordirectltd.co.uk), do not refer to our fitters/ van drivers for any requests, updates or information.
Delivery date and time are only estimates since the material was ordered from a third party that Floor direct cannot control. Floor direct will try to meet the agreed date and time slot with the client, otherwise Floor direct will reschedule the nearest available slot.
Carpets sometimes need to be folded to ease the delivery and drop off especially when there are staircases or small rooms. This might result in crease. This crease might take some weeks to be stretched and back to normal shape.
Delivering and offloading products (carpet roll, vinyl roll, wood packs) and dropping it on the site and inside the rooms/ areas will be done with extreme care from our fitters. However, if minor defects occur (for example to walls, etc.) due to that and require some re touch, it is the responsibility of the client.
Delivery charges is set to kerb. If the work site on a top floor (above GF), there will be extra charges for handling.
A parking space should be arranged by the customer, otherwise if the fitters need to pay parking charges, this will be charged to the customers.
If the parking area available is more than 5 minutes’ walk from the job site, extra charges will occur.
The Floor direct team will contact the client upon arrival, If the client does not respond or fails to be available on the day and time of the delivery, then a charge for rescheduling the delivery will occur.
As we are living in a society where scams are on the rise, hackers are becoming smarter with email spoofing. When paying for any invoice make sure that it is going to the account named Floor Direct Ltd/N1 building contractors ltd. Those are our only business bank accounts, any account under a different name are NOT us and we will not take liability if money is sent to the wrong account.
If you receive an invoice that looks suspicious with payment details linked to a personal bank account DO NOT make any payments, notify us straight away and we will clarify, better to be safe than sorry.
Fitting Day
Estimated arrival and finish times for the agreed works are only a guide. Many circumstances during the day can cause people to run ahead or behind the agreed schedule.
Floor Direct cannot give a specific time. Our fitting schedule start time is between 9 am to 6pm. Sometimes, due to unforeseen circumstances, fitters might be delayed.
On rare occasions, the manufacturer might send a short cut or not enough stock as ordered, therefore the job might not be completed on the agreed date. Upon stock availability and delivery schedule, Floor direct will complete the work the soonest.
On rare occasions the fitter might not report to work due to sickness or personal urgent matters. Floor direct will try and arrange for another team to do the work on the same day or will have to reschedule the fitting date towards the nearest available slot.
The client is kindly requested to leave a reachable mobile contact. If the Floor Direct team are not able to reach the client for any upcoming or hidden extra work, Floor direct installers will take a reasonable decision and proceed with the work and the client will agree to any extra cost occurring.
Floor direct will be responsible only for works that are estimated and measured by its team. How ever if the client has shared the sizes or a floor plan, it will be the client’s responsibility for any discrepancy.
Cancellation- Refunds & Recollection
Once a fitting day is confirmed, cancellation can be made only 24 hours, before 12:00 noon the prior day of the installation agreed date.
A minimum calls out of £150 will be charged if our team arrive at the site without being notified of any cancellation or postponement prior to 24 hours for not gaining.
Uplift and Dispose
Our installers will not dispose of any flooring cut offs or waste out of work unless it is charged for and itemized in the quotation.
Vacuuming carpet lint from the new carpet and underlay or dust out of laminate/wood cutting is the customer responsibility, otherwise extra charges will apply- Please contact our customer service for prices.
The uplift price mentioned in the quotation is for a normal uplift operation i.e., if the old flooring is glued down/ fixed/ nailed, Floor direct cannot guarantee that the sub floor might not get damaged, and the uplift will require more time and efforts, where extra charges will apply.
Sub Floor
Floor Direct did not allow for any levelling, boarding or repairs that may be required to the subfloor.
This quotation is based on a good condition sub floor i.e. flat and level i.e. +/- 3mm in any 3-meter direction.
It is recommended, if possible, that the client lifts the whole old flooring before the inspection team visits. If the sub floor is covered with any type of flooring, Floor Direct will not be able to inspect and assess the condition of the subfloor, unless the work starts.
If the sub floor is not in good condition, the client will be notified about any extra charges to make the sub floor ready to receive the new floor.
Floor Direct does not measure moisture level prior to any floor fitting. The subfloor needs special dampness/ moisture dehumidifying treatment before laying any new flooring, if this is the case, it is the client’s responsibility to check/ confirm if the sub floor has moisture from a previous leak or any other reason.
For Vinyl flooring, the fitting should be done on top of a smooth and even the sub floor and not over any type of flooring. If the client decides to fit the vinyl on top of any floor -which also should be also in a good condition-, then Floor direct will not be liable for any future problem that might come out.
In the event where the client has electric cables, gas or water pipes, under- floor heating or other conditions under the existing floor, subfloor, or skirting boards, Floor direct should be notified prior to the start of the job, otherwise, Floor Direct will not be liable to any small or grave damages that could occur.
Furniture & Appliances
The Floor Direct team will move any furniture if agreed, under full care at no responsibility.
Furniture moving price covers large items only. Personal, accessories, electronic, electrical, small items, and valuable items to be cleared/ boxed by the client.
Wardrobes, storage units, chest drawers to be emptied prior to any moving works.
The Floor direct team will not move any item that is fixed to the floor, walls, ceiling, or dangerous items.
The floor direct shall not be liable in respect of any claim arising out of work on or in connection with computers by you or your employee or the failure of any fire or intruder alarm switchgear control panel or machinery to perform its intended function.
Moth Issues
Floor Direct Ltd. cannot be held responsible for any unseen circumstances or moth infestation. Our professional estimators will make every effort to include every item they can foresee.
Any Moth resistant carpet does not mean or indicate that it is moth proof. The moth resistant carpet is treated with a special chemical that prevents the moth from eating the carpet. However, if there is a moth issue before the fitting of the new carpet, it is the responsibility of the client to hire a professional company before purchasing/ installing their new flooring.
Floor direct advises that any moth issue to be treated by the client prior to any installation.
Doors
The client should arrange for any door shaving if needed to fit the new floor.
In some cases – if available and agreed - Floor Direct Ltd. would carry out the shaving works with a basic door trimmer for normal doors at an extra charge.
In the occasion, where Floor Direct Ltd undertakes the door shaving, the client is aware that the door bottom might need paint re-touch which Floor Direct Ltd is not liable or responsible for.
Colour Shades Variation
Samples are indicative to colour type. The ordered might materials could have a slight colour variation.
Natural Products like wood or wool will have natural colour variations, as a result client might expect colour variations, this is not a product defect, and no refund or placement will be done if found.
Floor direct is not liable for any pile shading difference, light and dark areas arising from unequal surface pressure.
Floor direct will do the best with its experience to fit carpets with pattern on stairs and winders. However, the pattern flow may not align 100% between winders and stairs, especially on runners.
