Terms and Conditions

Terms

Goods and services terms & conditions

Terms & Conditions relating to the supply of all materials.

When purchasing from Surrey Floor Restoration you are agreeing to the following terms and conditions. Please take the time to read through them:

1. DELIVERY POLICY.

While every effort will be made to ensure that all items shown are in stock, we offer no guarantee of availability, and this electronic publication does not constitute an offer for sale.

Deliveries to an accepted UK address will incur a charge of £25. Orders over £500 will be free on stocked items.

Products that are ordered as a special order will incur a carriage charge set by the supplier and agreed with the customer beforehand. Some UK postcodes may incur a higher delivery charge, but we’ll make you aware of this.

In the instance of a site address delivery, you or your representative will need to be available at the delivery address. In the event that you are not available to provide a signature on the pre-arranged date, then you may be charged for re-delivery. Due to insurance restrictions deliveries can only be made to the kerbside nearest to the delivery address. Deliveries cannot be left outside in porches, garages or any other location.

Please ensure that you inspect the goods immediately upon delivery and satisfy yourself that the goods are delivered in perfect condition. If you detect any imperfections or damage, please ensure you notify us immediately. Please see para 4 below. Whenever possible please photograph the damaged goods immediately and provide copies to us. Please note that no claim for damage can be entertained once the delivery driver has left the delivery address unless signed for as damaged on delivery.

Please note: We only deliver to United Kingdom and Northern Ireland addresses.

2. CANCELLATIONS AND RETURNS

In accordance with the Consumer Contracts Regulations which replaced Distance Selling Regulations in 2014, you have the right to cancel any work within 14 days of accepting your quote. You will be entitled to a full refund on any amounts paid, within this time. Restrictions to the refund will be on items supplied on a bespoke basis, and items that have been specially made to order.

A 20% restocking fee may be deducted from all refunds on goods purchased that we have to return back to our suppliers, and the customer will be liable for all return postage costs unless the item supplied is ‘’not as described’’ or the items are faulty or deemed not fit for purpose in which case a full refund will be given. Opened packs will not be refunded.

To cancel your order, you must inform us in an email to info@surreyfloorrestoration.co.uk. Once we’ve received the goods back into our possession, we will then refund any totals owed less any aged costs, within 14 days. You have a further 14 days from making us aware of your cancellation to send any goods back to us. All goods must be re-packed as they were received. Refunds will ONLY be made to the payment account that was initially used to make the purchase.

3. DAMAGED FAULTY GOODS

Damaged or faulty goods must be reported to us immediately (see para 1 above) preferably supported by photographic evidence, either by phone, or email: info@surreyfloorrestoration.co.uk. We will then make further arrangements with you. Whenever possible we will provide replacement goods of the same description or if unavailable will discuss with you selecting an alternative product. In the event of no alternative product being suitable then a refund will be given.

4. PRODUCT GUARANTEE

Any product guarantee will be affected and possibly void in the event of your flooring being fitted which does not meet the manufacturers fitting specification. This includes the following:

4.1.          If you do not use a suitable damp-proof membrane on concrete floors,

4.2.          If you do not use the correct underlay,

4.3 You fail to observe the manufacturer’s instructions or recommendations.

5. COLOURS

The colours of goods may vary slightly from that shown on a sample piece. It should be noted that wood is a natural product, and so, no two pieces of wood will look the same.

6. CONFIDENTIALITY

All confidential information, including bank details won’t be made available to us unless permission is given to us by the customer. Customer details are not passed to third parties and are used only in accordance with the Data Protection Act.

7. INDEMNITY

You agree to indemnify us against any claims, losses, liabilities, damages and expenses (including legal fees), arising out of your use of this site.

8. INTELLECTUAL PROPERTY

You agree and acknowledge that all texts, graphics, photographs, copyright, trademarks and any other intellectual property, material or content available within this website are owned by and shall remain the property of Surrey Floor Restoration.

9. JURISDICTION

The Contract will be governed by the laws of England and Wales and the parties to the Contract submit to the jurisdiction of the English Courts.

10. CONSUMER RIGHTS

None of the above Terms and Conditions affect your statutory consumer rights.

11. COMPANY INFORMATION.

Surrey Floor Restoration is an online only flooring, floor sanding, and flooring installations and supplies company. The registered office of the company is 9 Caxton Gardens, Guildford, Surrey, GU2 8AX. Our phone number is 07500 864034 and 07395 816513.

12. PAYMENT

All materials must be paid for before we arrange delivery. Payment can be made by way of cash, card, or bank transfer. Materials won’t be ordered until funds are shown as cleared. On all payments received, you’ll receive a receipt which you must keep, as this is your proof of purchase in the event of an issue with goods. On installations, and also on floor sanding projects, we require a 25% deposit. This will be fully refunded if you cancel your project within 14 days of payment. On larger projects, we will invoice an agreed amount with you each Friday until the project is complete.

Services Terms & Conditions

Surrey Floor Restoration Terms & Conditions of Service

1. DEFINITIONS
2. TERMS OF CONTRACT
3. QUOTATIONS
4. VALUE ADDED TAX (VAT)
5. EQUIPMENT
6. PAYMENTS, SURCHARGES & LATE PAYMENTS
7. CANCELLATION
8. REFUNDS
9. COMPLAINTS
10. CLAIMS & LOSES
11. LIABILITY
12. SUPPLEMENTARY TERMS
13. SERVICE GUARANTEE – OBLIGATIONS & LIMITATIONS
14. OUR INSURANCE – YOUR PEACE OF MIND
15. REFERRAL CREDIT
16. LAW


1. DEFINITIONS

1.1.            Terms and Conditions Definitions:

• “The Company”, “We”, “Us” – is in regard to Surrey Floor Restoration.
• “Floor Fitter”, “Floor man”, “Operator” – means the person/group of people carrying out floor restoration, maintenance or floor fitting services on behalf of The Surrey Floor Restoration
• “Client” – means the person, company or corporate body together with any subsidiary or associated company as defined by the Companies Act 1985 to whom the maintenance services are supplied by The Surrey Floor Restoration
• “Client’s Address” – means the address which the service has been booked for.
• “Service” – means the services carried out by Surrey Floor Restoration

1.2.     Unless the context requires otherwise, reference to the singular include the plural.

1.3.      The Headings contained in Surrey Floor Restoration Terms and Conditions are for convenience only and do not affect their interpretation.

2. CONTRACT

2.1.     These Terms and Conditions represent a contract between Surrey Floor Restoration and the Client.

2.2.     Both parties shall ensure that their respective responsibilities under this agreement are undertaken in compliance with all statutory regulations and codes of conduct.

2.3.     The Client agrees that any use of services, including placing an order for services over the telephone, fax, email, website forms shall constitute the Client’s acceptance of these Terms and Conditions.

2.4.     Unless otherwise agreed in writing by a director of the Company, these Terms & Conditions shall prevail over any other Terms of Business or Purchase Conditions put forward by the Client.

2.5.     No variation or alteration of these Terms & Conditions shall be valid unless approved in writing by a director of the Company.

3. ESTIMATES

3.1.     Surrey Floor Restoration use either metric measurements or national average room sizes when calculating estimates over the telephone.

3.2.     Wood floor installation or floor restoration services are charged per square metre taking into account the type and the state of the floors/ subfloors. Some flooring materials and flooring details may require more time and resources for refinishing; therefore, the Company may decide to charge at rates tailored higher to the ones published on our website or advertising materials.

3.3.     Surrey Floor Restoration reserves the right to amend the initial estimate, should the Client’s original requirements change.

3.4.     Differences in measurements of the actual size and the ones quoted, with an excess of 5% will be discussed with the Client prior to the start of the work.

3.5.     All estimates are confirmed in writing after a viewing of the floors, unless otherwise agreed with Client.

3.6.     Due to market and price fluctuations, Surrey Floor Restoration reserves the right to amend the estimate not booked within 30 days of provision.

3.7.     All estimates provided by the Company include a reference to the complete contents of these Terms & Conditions.

3.8.     Any estimates given may increase or decrease, taking into account any hidden issues which would not have been made obvious during a site survey.

4. EQUIPMENT

4.1.     Surrey Floor Restoration shall provide all supplies, products, maintenance or restoration equipment required to carry out the service, except such (if any) agreed in the estimate provided.

4.2.     The Client must provide running water and electricity at the premises where the service takes place.

5. PAYMENTS, SURCHARGES & LATE PAYMENTS

5.1.     Unless otherwise agreed in writing by the company, payment of all invoices fall due, no later than 7 days after the invoice has been issued. Payments are accepted in cash, card or bank transfer. A £10 charge will be added if paying by cheque. 25% of the total labour value will need to be paid upfront on all projects. On larger projects, we may agree an amount payable each Friday, to reflect the level of works carried out for that week.

5.2.     Surrey Floor Restoration reserves the right to charge interest on invoiced amounts unpaid for more than 30 days at the rate of 8% per annum above the Bank of England base rate from the due date until the date of actual payment. Where a late payment is issued, this will incur a further charge, in line with current legislation.

5.3.     Surrey Floor Restoration reserves the right to charge the relevant administrative fee, plus any solicitors’ fees, in addition to the balance due, incurred for any account we must refer for collection or subject to a court dispute.

5.4.     Surrey Floor Restoration reserves the right to cancel any contract and back charge additional costs for past services to reflect the balance of the standard rate(s) if any misleading or false information was used to obtain discounted services.

5.5.     In the event where Surrey Floor Restoration are required to return to site through no fault of their own, then a fee will be charged at £40 per hour with a minimum charge of 30 minutes. Before a non-fault return to site takes place all balances must be paid in full or any balance which has been previously agreed either verbally or in writing with the Company.

5.6.     The rates of payment by Surrey Floor Restoration shall stay as agreed on the estimate provided between the Company and the Client, or their representative. The Client shall make no reduction or retention from the invoice unless agreed between the Company and the Client.

5.7.     Our estimates are based on a continuation of work whilst on site. Should we be asked to temporarily stop work or aren’t able to continue with the project due to being held up by reasons caused by the client, and/or other contractors working on their behalf, then a charge of £175 per day, per person will be added to the final invoice.

6. CANCELLATION

6.1.     The Client can cancel the scheduled service within 14 days of job acceptance. Cancellations outside of this 14-day period may result in you losing your deposit.

6.2.     The Company reserves the right to apply a cancellation fee of £75.00 for rescheduling works, if the notice is given on the day of providing the service.

OR

6.2.1.   Our operative(s) arrive at the Client’s address and are unable to gain access to the Client’s home, through no fault of the Company. If keys are provided, they must open all locks without any special efforts or skills.

6.3.     If the Client needs to change a day or time of their booking, the Company will do its best to accommodate the request free of charge, if it is not made at the same day of providing the flooring service.

6.4.     Once works have commenced, you must give us 7 days’ notice in writing, should you wish to cancel the services contract. We reserve the right to charge a fee of £250 for unreasonable cancellation of the contract.

7. REFUNDS

7.1.     No refund claims will be entertained once the service has been carried out, unless it has been considered as an approved claim (see Section 10).

7.2.     Refund will be issued only if an operative has not been able to carry out the works due to reasons beyond the Client’s responsibility.

7.3.     Requests for refunds may be considered for granting after following the procedure for filing a complaint (see Section 9).

8. COMPLAINTS

8.1.     All flooring services shall be deemed to have been carried out to the Client’s satisfaction unless written notice is received by Surrey Floor Restoration with details of the complaint.

8.2.     All complaints must be received in writing by post or email no later than 48 hours after the completion of the service.

8.3.     Surrey Floor Restoration will fully investigate any complaint and attempt to resolve the matter to the satisfaction of the Client, as part of the Company’s Service Guarantee.

8.4.     The Client should allow the Company to return and redo any disputed issue(s) before looking for an alternative way of resolving the issues or request proceedings from the Company towards compensation and refunds, as set out in the Consumer Rights Act 2015. With holding payment without giving us the opportunity to rectify any issues, may result in you being in breach of contract.

9. CLAIMS & LOSSES

9.1.     Surrey Floor Restoration Public Liability Insurance will cover damages caused by an operative working on behalf of the Company.

9.2.     Surrey Floor Restoration may require entry to the location of the claim within 24 hours to correct the problem.

9.3.     While Surrey Floor Restoration’s operatives make every effort not to break items, accidents do happen. Identical replacement is always attempted but not guaranteed. For this specific reason, Surrey Floor Restoration requests all irreplaceable items (whether monetarily or sentimentally valuable) be stored away and /or not cleaned by the operatives.

9.4.     In case of a damage of a client’s property, Surrey Floor Restoration will repair the item at its cost. If the item cannot be repaired the Company will rectify the problem by crediting the customer with the item’s present actual cash value towards a like for like replacement from a source upon payment of the services rendered.

10. LIABILITY

10.1.   Surrey Floor Restoration shall not be liable under any circumstances for any loss, expense, damage, delay, costs or compensation (whether direct, indirect or consequential), which may be suffered or incurred by the Client arising from or in any way connected with:

10.2.   For its failure to carry out its services as a result of factors that are beyond its control. Factors beyond its control include acts of God, floods, severe weather conditions, and inability to gain access to premises, lack of appropriate resources, such as water, electricity, and lighting.

10.3.   For late arrival of Company operatives at the service address. The Company endeavours to be on time on any visit but sometimes due to transport related and other problems which are beyond the Company’s control, the Company operatives may arrive with a delay, or the visit may be re-scheduled. Every effort will be made to notify the client should the operatives feel, they may arrive late for whatever reason.

10.4.   An existing damage to Client’s property in the form of old stains/burns/spillages etc. which cannot be cleaned/removed completely by the operative using the industry standard methods.

10.5.   Surrey Floor Restoration shall not be liable for not achieving a satisfactory result from the service due to the Client, third party or home pets walking on recently sealed floors.

10.6.   Surrey Floor Restoration shall not be liable for accidently cutting through or damaging hidden cabling or wires of any sort. This includes cables that are hidden behind door frames.

10.7.   Surrey Floor Restoration shall not be liable for accidently punching or nailing a water or gas pipe, which have not been installed according to the national / gas safe regulations for piping. The company shall ensure that the Client is verbally informed of this and a written confirmation prior to proceeding with the service will be required; any issues arising subsequently shall be the sole responsibility of the Client.

10.8.   Surrey Floor Restoration shall not be responsible for a poor result in cleaning or restoration where this is a result of considerable wear and tear and/or excessive damage of the floor.

10.9.   Surrey Floor Restoration shall not be responsible for any odours arising during and/or after the service when this is due to factors such as, lack of ventilation, and/or appropriate heating.

10.10.  Surrey Floor Restoration shall not be responsible for any damage caused as a result of placing furniture by the Client on the floor, earlier than 12 hours since the application of the last coat of varnish / oiling / waxing on the floor.

10.11.  We record all incoming and outgoing phone conversations for quality control, record keeping and back-referral for any inquiries or investigations.

11. SUPPLEMENTARY TERMS

11.1.   If the Client requests keys to be collected by Surrey Floor Restoration operatives from an address outside the postal code of the Client’s address, then a £10.00 charge will apply. The charge will cover only the pickup of keys. If said keys need to be returned back to the pickup address or any other address another charge of £10.00 will apply.

11.2.   If any estimates of how long it will take the operatives to do the job required are being provided, that is only an estimate based on the average time it takes for such service from our previous experience and of similar size to the Client’s; it’s being difficult to estimate precisely how long it may take due to specific obstacles and that a degree of flexibility may be required.

11.3.   The Client understands that the price he/she has been quoted is not for a “package deal” and does not include anything apart from services included in the estimate.

11.4.   The estimate excludes the clearing of debris created by tradesman or building work unless otherwise stated.

11.5.   Due to Health and Safety regulations the operative will attempt to move only furniture that requires no more than one person.

11.6.   Surrey Floor Restoration shall try it’s best to arrange an immediate replacement should an operative not be able to attend a scheduled visit, and will inform the Client prior to the visit, although this won’t always be possible.

11.7.   All fragile and highly breakable items must be secured or removed by the client prior to our arrival.

11.8.   The Client shall ensure that all valuables are stored away when work is carried out and that the property is supervised by the Client or his representative on the first and final day of the work. Surrey Floor Restoration shall not be responsible for the Clients failure to comply with this obligation.

11.9.   The provisions of this contract are not intended to confer any benefit upon Third parties and the provisions of the Contracts (Rights of Third Parties) Act 1999, are hereby expressly excluded from this agreement.

11.10.  Surrey Floor Restoration reserves the right to make any changes to any part of these Terms and Conditions without giving any prior notice. We may add to or alter these Terms and Conditions from time to time and any alterations or additions will apply to new business but not to existing contracts. Please refer to your copy of these Terms and Conditions.

12. SERVICE GUARANTEE – OBLIGATIONS & LIMITATIONS

12.1.   We have built our business and reputation by providing our clients with quality wood floor fitting, wood floor sanding and maintenance service. Still, we realise, that sometimes mistakes may occur. For this reason, we offer our own Service Guarantee.

12.2.   Our Service Guarantee includes a free inspection of any issues raised with our wood floor restoration or wood floor installation services. Investigation may be required as well by manufacturers and suppliers.

12.3.   Our Service Guarantee includes Labour, including the actual flooring in the case of improper use of products or planning during wood floor installation.

12.4.   The Company reserves the right to apply limitations on its Service Guarantee on wood floor restoration, not laid originally by the Company.

12.5.   Exemptions & Limitation of Our Service Guarantee:

• Damage by a third-party service or faulty appliance causing leak(s), increased air humidity or increased subfloor moisture levels, which have appeared after the wood floor installation.
• Issues with floating wood floor installations, where the subfloor preparation was not part of the quote provided.
• Working on floor coverings, which are at the end of their usability term, including engineered wood floors with significant wearing of its natural wood top layer.
• Gap filling with resin filler during restoration of boards without click or tongue & groove fitting system.
Please note, while working on the surface of your floors during restoration / repairs Surrey Floor Restoration endeavour to make every effort for refitting / fixing, before proceeding with the gap filling, it is in fact the solidness of the floorboards, their remaining thickness and the condition of their support (joists) that will defy the durability of the gap filling, not the quality of the products used or the service provided.

13. OUR INSURANCE – YOUR PEACE OF MIND

13.1. Any work undertaken by Surrey Floor Restoration is covered by a Public Liability Insurance policy currently provided to the value of £5 million.