Terms & Conditions – CARPET IMAGE


‘We,’ ‘us’ and ‘our’ means CARPET IMAGE LTD ‘You,’ ‘the client,’ ‘the customer,’ ‘your’ means the person who requested our services and enters into this contract.

These terms and conditions are governed by English law. By entering into this agreement, you agree that any dispute will be resolved exclusively by the English courts.

Carpet Image terms and conditions are subject to updates, therefore, you should periodically visit this page to review the current terms to which you are bound.

Nothing in these terms and conditions seeks to limit a consumer’s statutory rights under the Consumer Rights Act 2015 or any right to cancellation under the Consumer Contracts Regulations 2013. The information contained within this site is checked for accuracy, but an error may occur on occasion.

Section 1 – Hourly rate and call-out services

1.1 Canceling your measurement appointment

You can cancel an appointment to measure and quote for you at any time, but we would appreciate as much notice as possible.

1.2 Our service slots

We allocate 2-hour time slots from Monday to Friday for your visit, and these are supplied on a first-come, first-served basis. Your fitter or tradesperson can arrive any time between the start and end of your slot.

Sometimes it may be necessary to reschedule an appointment due to factors beyond our control.
If it is required to do this, we will attempt to telephone you to try to reschedule another appointment as soon as reasonably possible at a mutually convenient time.

During our normal working hours measuring and verbal quotes are FREE of charge. Written quotes are £25.00 and deducted from your final invoice if we are instructed to undertake the work.

After 6 pm and at weekends, we may by agreement, offer our measurement service for £60 + VAT. This is refundable should you decide to go ahead with the quote. You will receive an open quote with all measurements in this instance that can be used to obtain a quote elsewhere.

1.3 Missed Appointments

If you are unable to keep a service appointment, please contact us to re-book the appointment on 01509 853 352 as soon as possible.

1.4 Warranty

Our fitting services carry a six-month warranty on labour for the materials that we have provided. Many of our items, especially carpets, carry a manufacturer’s warranty, but if you have any problems with an item that we have supplied, please get in touch with us first.

We do not provide any labour or fitting warranty for fitting materials that we have not supplied. In the unlikely event that a fault occurs, which directly relates to the work we carried out, then we will rectify the problem at our cost within the 6-month term of the warranty.

Shading – All cut pile carpets, particularly plain velvets, are liable to shading – that is to show light and dark patches due to uneven crushing of the surface, commonly known as “pile pressure”. No care on the part of the manufacturer can avoid this tendency which is inherent in all pile fabrics. It is not detrimental to the wear of the carpet, nor is it a defect. Carpet Image Ltd accepts no liability for shading

Section 2 – Fixed rate work and quotations

2.1 Contract

The agreed final quote represents a written contract for the exact work to be completed at a price quoted.

Any agreement made verbally is not covered by the contract unless it has been written into said contract.

The agreement is made between Carpet Image Ltd Limited and the client. The client is identified as the person who requested our quotation.

Carpet Image Ltd will not enter into any dialogue, accept any requests or communicate in any way with anyone other than the client – except where the client has provided written permission that allows them to do so.

The acceptance of the quote, electronically or by any other means, signifies a full acceptance and commitment to be bound by these terms and conditions.
Please check your quotation carefully.

2.2 Scope of quoted work

The quote written by Carpet image Ltd for the client represents the requests of the client. It is not a builder’s survey, and we will not be held liable for any task that is not included in the written quote.

2.3 Electrical power, water, and WC facilities

The client will be expected to provide electrical power, running water, and toilet facilities where reasonably possible.

2.4 Insurance

Irrespective of any insurance carried by Carpet Image Ltd Limited, the customer must inform his or her insurer that flooring works are to be carried out on the property and satisfy himself or herself that he/she is adequately covered by insurance.

Unless expressly agreed, Carpet Image Ltd is not liable for the loss of or damage to the works, materials on site or any property of the customer, unless the same is caused by negligence (as defined in the Unfair Contract Terms Act 1977) of or breach of contract by us.

2.5 Cancellation

In the event of cancellation by the client, the client agrees to notify Carpet Image Ltd in writing or by email one week before the project start date.

If the customer elects to cancel our services after we have begun work, the customer agrees to pay the deposit, which will cover the materials and pay for any work undertaken.

Any other materials that have not been purchased may be refunded less a 50% re-stocking fee unless this involves a carpet or floor that has been cut. In that event, legally, this is classed as a bespoke item, and no refund will be made.

2.6 Postponement

In the event that the conditions agreed to prior to commencement of the project are not met, if the property is not in a condition that will allow us to begin the project or if we do not have unimpeded access to the floor, then we reserve the right to leave the site and return when the conditions have been met.

In this instance, the client accepts liability for that day’s payment of labour and any other expenses that might arise from the postponement of the project.

If we leave in the morning, then a half-day’s labour payment is due for each fitter.

For projects that are scheduled for three days or more and where the project has been scheduled more than 14 days in advance, we will require seven days’ notice to postpone. In the event that this is not given a charge of £350 + VAT day will be levied.

2.7 Materials

All necessary materials can and will be provided by us unless otherwise agreed and will always be of high quality and used appropriately as per the manufacturer’s guidelines.

Where it is necessary to match existing decor, our work will be carried out with this in mind, using appropriate materials that provide a match where possible.

Carpet Image Ltd is not responsible for the performance or suitability of any materials, parts, or products purchased directly by the client.

2.7 Changes to your quote

Any quote or estimate is subject to revision if there are any changes to the requested work’s nature or extent. This may apply to both labour and materials. However, the quote will not be amended without consultation with the client.

2.8 Completion time-scales
Estimated completion times are guidelines, and although we will endeavour to complete the work in the time frame intimated, we will not be held liable for failure to complete the scheduled works within the estimated time frame. Similarly, if we finish a project more quickly than estimated, the price of the quote will remain the same.

2.9 Continuous work

Unless expressed and agreed in writing by Carpet Image, the client agrees that the project will be continuous for its duration and unimpeded by any other tradesperson.

Failure to inform us of either of these events will mean extra charges and time will need to be added at the discretion of the management.

2.10 Storage of tools

We may, on occasion, request that tools be left on site overnight. The client reserves the right to decline such requests.

2.11 Issues with sub-floors

We are responsible only for the work we have undertaken. We will not be held responsible for the standard of work undertaken by third parties.

It is the responsibility of the client to ensure that the sub-floor (the floor which the ply-board or the screed is attached to) is of sufficient quality to enable us to guarantee the floor we are going to fit on top of it.
We will not fit a floor covering if we do not believe the sub-floor is stable under any circumstances.

In the event that a project is postponed or even called off because there are sub-floor issues, the client agrees to compensate Carpet Image by paying the daily rate for any fitters scheduled for the project, any materials used or waste removed or any costs associated. In the event of a cancellation, the deposit will be retained by Carpet Image to cover expenses.

2.12 Damages and sub standard workmanship

It is the responsibility of the client:

To remove valuable and/or fragile items from the areas to be decorated.

To remove all electrical goods.

Move or hang up soft furnishings such as curtains and drapes that may impede floor laying.

Cover anything and everything that needs protection unless it can be removed. Assistance can be provided with the repositioning and/or removal of bulky furniture items and white goods, but will incur an additional charge.

We reserve the right to decline to move white goods if the condition or position of the plumbing may incur a higher than normal risk of damage to the equipment or the property.

We reserve the right to decline to move particularly heavy or bulky items if they present a higher than accepted health and safety risk.

Where items cannot be covered or protected, but could easily be removed, we will request that they are removed before work commences. Nevertheless, sometimes we may assist you in moving these items; however, we will not be held liable for damage to such items if they have not been removed prior or if we have helped remove them.

Scrapes and scratches.

Carpets and flooring are sometimes long, heavy, and awkward to manoeuvre, especially up-stairs. The client should expect some minor scratches to the walls, skirting boards, home decor, stairs, or banisters when lifting these items and fitting any type of flooring.

We will not carry out any redecoration afterward nor provide compensation for this. We will endeavour to ensure that there is as little or no damage, but the responsibility for installing new flooring into a property rests with the client, it is often a major undertaking in a confined space, and you should be prepared for touch-ups.
New paintwork and wallpaper are especially vulnerable and should be allowed to dry fully. A minimum of two weeks is recommended.

In the event of breakage or damage to the property, Carpet Image Ltd will notify the client immediately and set out steps to remedy the situation. Similarly, if at the end of the job, the client is dissatisfied with any aspect of the service, they must inform us as soon as possible.

Clients must allow Carpet Image Ltd to effect a remedy using our own tradespeople, and under no circumstances will we be held liable for the costs of reparations by third parties that we have not expressly agreed to in writing.

The client must notify us in writing within 24 hours of an alleged breakage or damage caused by our employees. An accusation without any evidence is an accusation.

To make a strong case, please take pictures of your areas immediately before the work is carried out so we can cross-reference them with the images we take afterward.

2.13 Additional work

No additional work will be carried out unless the service has been quoted and agreed in writing or via email and paid for.

2.14 Completion of the project

The client must be in attendance on the last day of the project to go over the project and ensure it has been completed. This is for the client’s benefit.

If the client cannot be available, then they must appoint a representative able to make binding decisions on the client’s behalf. Please check everything carefully with your fitter before he leaves.

2.15 Termination of the contract by Carpet Image

Carpet Image Ltd will not tolerate aggressive or rude behaviour, racism, nationalism, sexism, homophobia, or ageism directed towards any of its staff or tradespeople and reserve the right to terminate the project at any time. The client agrees to pay for any work completed up until that point.

2.16 Photography and video

The client accepts that photos of the completed project may be taken as evidence of completion and used to form the basis of an electronic job sheet.
The client gives permission for those images to be used for promotional purposes, the copyright of which is owned by Carpet Image Ltd

2.18 Weekend projects and out of hours

Unless expressly stated in the quotation, we do not work outside the hours of 8 am to 6 pm weekdays.
If your project is time-sensitive and you request us to work over the weekend to complete a project for you then, if we agree to do it, there will be x2 surcharge for any day rate quoted or any fitting rate quoted for the areas that need to be addressed over those times. You will be made aware of this at the time, and this will be added to your final settlement balance.

2.19 Working unimpeded

All quotes and estimated completion times are for the floor layers to work unimpeded. That means unless it is stated in the quote, we assume that there will be no other tradespeople working on site when we are laying the floor.

Anyone else in that workspace will have a detrimental effect on the finish and the project completion times. We will not be held responsible for working under impeded conditions.The client agrees that all estimated timings and warranties are voided in this instance.

In the event that any tradesperson or some other instance occurs to impede the floor layer that has not been agreed and stated in writing on the quote, then we reserve the right to stop the project and return at a time that is convenient to us to complete the project. Extra charges will apply and will be agreed with the client at the time.

Section 3 – Payment

3.1 Payment methods

We accept Visa Credit, Visa Debit, Maestro, MasterCard Debit, but not American Express cards, and by prior agreement only BACS transfers for deposits and in settlement of your account.

In order to secure a booking, we may ask for your credit or debit card details. In the event of a chargeable cancellation or missed appointment, you agree that this card may be used to process the relevant fee.

3.2 Payment time scales

The client agrees to settle any outstanding balances upon completion of the work. Furthermore, the client agrees that card or account information provided to Carpet Image Ltd may be used to process the outstanding amount.

The card on file (and held on 3rd party servers) will be used to process the outstanding amount without further warning unless otherwise instructed by email prior to commencement of the project.

This applies to both domestic and commercial customers.

The client has the right to withhold a portion of the cost in a genuine claim, as outlined in the complaints procedure. Carpet image Ltd is fully compliant with PCI DSS rules as well as the Data Protection Act in this matter.

3.3 Uncontactable and AWOL accounts

In some cases, a client may signify that they are unhappy with the completion of a project, withhold final payment, and then become uncontactable. In this event, the client agrees that if they cannot agree to a visit to remedy the situation after five days, the matter will be considered settled by Carpet image, and payment in full is due. The card held on file will be used for final payment, or the original invoice for BACS payment is due.

3.4 Unpaid accounts

In the event that Carpet image Ltd cannot recover any outstanding amount after 30 days beyond the due date, we will levy a late payment charge of 10% of the total invoice or £300 whichever is the greater.
After 60 days, we reserve the right to levy a late payment charge of £600 or 30% of the total invoice, whichever is the greater amount.

At any time after 30 days of the due date on the invoice, we reserve the right to employ the services of the County Court, the High Court, or a debt collection agency.

3.5 Refunds

In the event that a refund is made by card, this may take up to 7 working days to appear in your account. These are the card processors’ time-scales. For BACS refunds, this may take up to 5 working days.

3.6 Chargebacks

In the event that a chargeback is made by a client that is successfully defended by Carpet Image, the client accepts that an admin charge of £200 + VAT will be added to the final account for every £1000 claimed by the client. The payment will be charged to the card held on file to cover the cost of defending the action. Repeated chargebacks will invoke a £400 per £1000 charge.

Section 4 – Complaints and disputes resolution procedure

Carpet image Ltd is committed to ensuring that our customers are satisfied with our service. If for any reason you are not, you must follow our complaints procedure as set out below:

You must put your complaint in writing and send it via email to info@carpetimage.co.uk, addressing it to the Customer Service Department. Please provide as much detail as you can.

If your complaint is about a service that we have provided to you, your correspondence should contain your account number or/and order number and a full breakdown of the specific complaint, including the name of the person whom you spoke to first and, for quoted work, a copy of the quote and a list of items that you feel have not been provided to your satisfaction.

After receiving your written complaint by email, the Customer Service Department will undertake an investigation. The result of this investigation will be communicated to you in writing, within seven days of us receiving your letter or email.

Please understand that this is for the benefit of the customer as no records of any verbal communication are kept by Carpet Image.

If your complaint is about a service that we have provided to you, you must

1) Provide us with such evidence as is necessary to support your complaint.

2) Not publish any material whatsoever which makes or infers reference to Carpet Image or any member of staff working for or on behalf of Carpet Image anywhere whether in print or electronic formats, such as internet forums and review websites until such time as your complaint has been through the above process in full.

3) You or an appointed representative must make yourself available for one of our operatives to meet on-site to investigate and remedy if possible and within five working days of our response. If you fail to do this, we will consider the project closed, and the complaint resolved.