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Terms & Conditions

Floor Direct Ltd

208 Essex Road, London, N1 3AP

Showroom: 0208 616 0508 | Mobile: 07810 617 984

Email: info@floordirectltd.co.uk | Web: www.floordirectltd.co.uk

VAT Registration Number: 291 7606 80


Terms & Conditions Of Business

These Terms & Conditions form an integral part of any quotation or agreement between Floor Direct Ltd and the client. It is the client’s responsibility to ensure that all terms are read and fully understood. For any further clarifications, our customer service team is happy to assist.

Important Communication Policy: Please ensure that all project communication is conducted strictly via email (info@floordirectltd.co.uk). Kindly do not refer requests, project updates, or operational information to our fitters or delivery drivers on-site.

Payment Terms, On-Site Sign-Off & Snagging Policy

  • Standard Payment Structure: Unless explicitly agreed otherwise in writing, our payment terms require a 70% deposit upon placement of the order (necessary to secure materials and schedule installation dates), and the remaining 30% balance due immediately on completion day.
  • On-Site Handover & Review: A final joint walkthrough and job review will be conducted with the client on the day the installation is finished while our fitting team is still on-site. Any minor adjustments or immediate touch-ups must be raised and addressed during this time.

  • Immediate Balance Settlement: Once the installation works are finished by our team, the final remaining balance is due immediately before our team leaves the property. The departure of our team from the site constitutes official completion of the job.

  • Post-Completion Snagging: If the client is unable or unavailable to conduct the walkthrough on the day of completion, or if subsequent snagging or adjustment requests are reported after our team has departed the site, the final balance must still be paid immediately on that day.
  • Workmanship Guarantee: Floor Direct Ltd fully guarantees its installations. Any snagging or adjustment issues reported after our departure will be booked in and resolved promptly, but only after the final balance payment has been settled in full.

    • Delivery & Fitting Day

  • Scheduling: Delivery dates and arrival/finish times are strictly estimates. Materials are sourced from third-party manufacturers beyond Floor Direct Ltd’s operational control. We will make every effort to meet agreed time slots, but unforeseen delays may require rescheduling to the nearest available slot. Our standard fitting window is between 9:00 am and 6:00 pm.
  • Property Care & Delivery Handling: Our fitting team handles and offloads materials (carpet rolls, vinyl rolls, wood packs) with extreme care. However, minor aesthetic scuffs or defects to walls or paintwork can occasionally occur during transit through tight spaces; touch-ups remain the client's responsibility. Standard delivery charges cover kerbside delivery only. Material handling to floors above the ground floor will incur additional charges.
  • Parking Requirements: Suitable parking spaces must be arranged or provided by the customer. Any parking charges incurred by our fitters will be billed to the client. If the available parking area is located more than 50 meters from the job site, extra material-handling charges will apply.
  • Client Availability: Our team will contact the client upon arrival. If the client is unreachable or fails to grant entry on the scheduled day, a standard rescheduling and redelivery fee will apply.
  • Stock Shortages & Fitter Illness: On rare occasions, manufacturers may dispatch short cuts or insufficient stock, or a fitter may be absent due to illness or an emergency. In such events, Floor Direct Ltd will act swiftly to secure alternative stock or fitting teams to complete the work at the earliest available opportunity.
  • On-Site Operational Decisions: The client is requested to remain contactable via mobile. If hidden structural issues or extra works arise and the client cannot be reached, the Floor Direct installation team reserves the right to make a reasonable operational decision to proceed, and the client agrees to cover any reasonable extra costs incurred.

    • Fitting Specifications

  • Measurement Liability: Floor Direct Ltd is solely responsible for dimensions and works estimated and measured by our own team. If a quotation is prepared based on measurements or floor plans supplied by the client, the client assumes full responsibility for any discrepancies or material shortages.
  • Material Creasing: Carpets must frequently be folded to navigate staircases, tight corners, or small rooms during delivery. This may result in temporary creasing, which naturally stretches out and returns to form over a few weeks.
  • Paintwork & Skirting Care: Floor Direct Ltd must be notified if walls or skirting boards have been freshly painted. Installations should only proceed once paint is entirely dry.
  • Structural Integrity of Subfloors: When fitting carpets, standard trade practice involves using a hammer to secure grippers to the subfloor. If the timber on stairs or adjacent surfaces lacks structural integrity or is decayed, there is a minor risk of cracking or paint flaking. Floor Direct Ltd accepts no liability for damages resulting from standard installation methods applied to weakened structural elements.
  • Site Utilities: The client is responsible for providing functional electrical sockets and adequate lighting to enable the fitting team to complete the works. Floor Direct Ltd is not liable for defects arising from prior third-party installations, pre-existing subfloor faults, or compromised structural elements.

    • Carpet On Stairs

  • Installation Technique: Carpet on stairs is fitted securely using high-quality grippers and underlay. Consequently, the carpet is naturally tensioned and shaped over the steps rather than being glued around the lip or profile of the stair riser.
  • Aesthetic Finish: This professional technique ensures a clean, straight, and tightly stretched presentation that prevents sagging and minimizes trip hazards. The side of the riser will remain straight and clean but will not be adhered to the timber. This standard practice applies to both fully fitted stair carpets and bespoke stair runners.
  • Alternative Methods: If the client prefers an alternative or non-standard fitting method, this must be formally discussed and agreed upon with customer service prior to booking the installation.

    • Cancellation, Refunds & Postponement

  • Once an installation date is confirmed, cancellations or amendments must be submitted at least 24 hours prior to the job, and no later than 12:00 noon on the preceding business day.
  • A minimum call-out and abortive fee of £150 will be charged if our team arrives on-site and cannot gain entry, or if the project is postponed without the required 24-hour notice.

    • Uplift, Disposal & Waste Cleaning

  • Waste Clearance: Standard "uplift and dispose" services apply exclusively to the old flooring material and do not include the clearing or removal of general site waste or installation trimmings unless explicitly specified in your quotation. Additional waste disposal requested on-site will be subject to extra charges.
  • Post-Installation Cleaning: Final vacuuming of carpet lint, fibers, and subfloor dust generated by cutting laminate, wood, or underlay is the responsibility of the customer. Professional post-installation vacuuming services can be arranged for an additional fee.
  • Complex Uplifts: Standard uplift pricing assumes typical wear and tear. If the existing flooring is heavily glued down, double-bonded, stapled, or screwed down in a manner that requires unexpected time, specialist tools, or causes unavoidable subfloor disruption, supplementary labor charges will apply.

    • Subfloor Conditions & Preparation

  • Standard Pricing Assumptions: All quotations assume a structurally sound, level, and flat subfloor conforming to industry tolerances of +/- 3mm across any 3-meter direction. Subfloor leveling, ply-boarding, or structural repairs are strictly excluded unless explicitly itemized in the quote.
  • Hidden Conditions: It is highly recommended that clients completely remove pre-existing flooring before our team conducts an initial site inspection. If the subfloor is covered during inspection, Floor Direct Ltd cannot accurately assess its condition. If defects, unevenness, or rot are uncovered once the old flooring is removed, the client will be notified immediately regarding the required remedial actions and associated costs.
  • Smoothing vs. Leveling: The application of a self-leveling or smoothing compound is designed to smooth out minor surface imperfections. Perfect leveling across a room cannot be guaranteed without comprehensive structural build-up works, which are excluded unless specified.
  • Moisture & Dampness: Floor Direct Ltd does not conduct comprehensive moisture or relative humidity (RH) testing as a standard default. If a subfloor has suffered from historical leaks, dampness, or sits above an unvented void, it is the client's sole responsibility to test, flag, and treat the area with a damp-proof membrane (DPM) or dehumidification before installation.
  • Overlay Restrictions: Sheet or click vinyl flooring must be installed over a completely smooth, engineered subfloor and should not be laid directly over old floor coverings. Floor Direct Ltd accepts no liability for future telegraphing, joint failure, or cosmetic defects if the client insists on fitting vinyl over an unsuitable existing floor.
  • Subterranean Utilities: The client must clearly notify Floor Direct Ltd of the precise location of all hidden electrical cables, gas lines, water pipes, or underfloor heating elements embedded within or directly beneath the subfloor and skirting boards. Floor Direct Ltd accepts no liability for accidental damage to hidden utilities that do not comply with building regulations (e.g., cables run beneath floorboards must pass through joists drilled at least 50mm below the top surface to protect against nail penetration).

    • Skirting Boards

  • Removal & Remedial Work: During the removal of old skirting boards to make way for replacements, Floor Direct Ltd cannot guarantee the structural integrity of the plaster or brickwork behind them. Rusted fixings, heavy adhesive, or aged plaster may crumble or pull away.
  • Finishing: Minor wall damage or gaps requiring plaster skimming, filling, or paint touch-ups following skirting replacement remain the client's responsibility. Decorative painting or caulking of new skirting boards is a separate service and will incur additional charges if requested.

    • Furniture & Appliances

  • Paid Service Terms: Moving heavy furniture to facilitate flooring installation is a paid service and must be agreed upon prior to the arrival of the team. This service covers large, heavy structural items only (e.g., heavy wardrobes, sofas, beds).
  • Client Preparation: All personal belongings, electronics, breakables, clothing, and small accessories must be completely cleared and boxed by the client before our team arrives. Wardrobes, sideboards, and drawers must be fully emptied.
  • Appliances & Specialized Items: Kitchen appliances (washers, dryers, ovens, refrigerators) must be disconnected from water, gas, and electrical supplies by a qualified professional prior to our arrival, and reconnected by the client afterward. Our team will not handle fixed, wall-mounted, or structurally anchored furniture, nor do we assume responsibility for resetting computers, IT infrastructure, or fire and security alarm panels.

    • Moth Issues & Infestations

  • Pre-Existing Conditions: Floor Direct Ltd accepts no liability for unseen pest infestations or moth damage discovered during uplift. While our estimators look for signs of damage, hidden infestations remain entirely the client's responsibility.
  • Material Treatments: Choosing a "moth-resistant" carpet indicates that the yarn has been treated with protective chemical finishes to deter carpet moths from consuming the fibers; it does not mean the material is completely "moth-proof" if introduced to a severe, active infestation. Active moth issues must be professionally exterminated by a licensed pest control company prior to installation.

    • Doors & Thresholds

  • Door Shaving: New, thicker flooring or underlay may occasionally obstruct doors. Clearing and shaving doors to fit the new floor height is the responsibility of the client. If requested and technically feasible, Floor Direct Ltd can perform basic door trimming on standard timber doors using a mechanical door trimmer for an additional fee. We accept no liability for exposed raw timber or paint scuffs on the bottom edge of trimmed doors.
  • Profile Trims: Floor Direct Ltd supplies standard, high-quality door thresholds/bars in classic silver or gold finishes. Premium, luxury, or heavy-duty architectural profile upgrades are available upon request—please speak with customer service to view options and pricing.

    • Colour Shades & Natural Variations

  • Sample Variations: Physical and digital samples serve as an approximate guide to color, texture, and style. The finalized production batch ordered from the manufacturer may exhibit slight, permissible tonal variations.
  • Natural Materials: Natural products such as solid wood, engineered timber, and pure wool possess inherent structural and tonal variations. Variations in grain, knots, and shading are natural characteristics rather than product defects; consequently, refunds, claims, or replacements will not be accepted for standard organic variances.
  • Pile Shading: Floor Direct Ltd is not liable for phenomena such as shading, tracking, or pile reversal (light and dark patches) caused by directional light reflections, everyday foot traffic, or unequal localized surface pressure. Our experienced teams take great care to align patterns across stairs and winders; however, a 100% exact geometrical pattern match across complex winders and stair runners is not always structurally possible due to the nature of woven textiles.

    • Email Spoofing & Fraud Warning

  • Due to the rising prevalence of sophisticated email spoofing and digital scams, clients must exercise extreme caution when processing payments.
  • Always verify that payments are being sent exclusively to the bank account named Floor Direct Ltd. This is our sole business bank account; we do not operate under any other name.
  • Floor Direct Ltd accepts no liability for funds transferred to incorrect or fraudulent accounts.
  • If you receive an invoice or payment request that appears suspicious, or is linked to a personal bank account, DO NOT process the payment Notify us immediately via telephone or email for verification.

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