Domestic Terms & Conditions

Terms and Conditions for the Supply of Goods and Services to Consumers.

Our terms

  1. These terms
    1.1 What these terms cover.
    These are the terms and conditions on which we supply goods and/or services to you.
    1.2 Why you should read them. Please read these terms carefully before you agree to our quotation. Your agreement to our quotation constitutes an order. These terms tell you who we are, how we will provide our goods and/or services to you, how you and we may change or end the contract, what to do if there is a problem and other important information. If you think that there is a mistake in these terms, please contact us to discuss.


2. Information about us and how to contact us

2.1 Who we are. We are Floor24 Carpets and Flooring Ltd a company registered in England and Wales. Our company registration number is 9229786 and our registered office is at 13 Farnborough Business Centre, Eelmoor Road, Farnborough, Hampshire GU14 7XA.

2.2 How to contact us. You can contact us by telephoning our customer service team at 01252 3722222 or by writing to us at

2.3 How we may contact you. If we have to contact you, we will do so by telephone or by writing to you at the email address or postal address you provided to us in your order.


3. Our contract with you 

3.1 Estimates. Our estimates are based on the information provided to us by you and we accept no liability for issues arising from errors in the information provided by you.  We therefore strongly recommend that you allow us to visit and take our own measurements to avoid these errors. We do not charge for site visits to measure up.

3.2 Excluded items. Unless expressly stated, any estimates do not include the following which will be at additional cost:

(a) easing of doors (£25 per door);
(b)moving of furniture (from £40 per room);
(c)removal and replacement of kitchen appliances (£25 per appliance);
(d)removal and replacement of skirting boards;
(e)repairs required to the subfloor;
(f)underlay, grippers and all other sundries.

The above list is not exhaustive and may be amended from time to time. You should therefore check if you have any queries.

3.3 Laminate and wood flooring. In respect of laminate and wood flooring, our estimates are based on scotia being the most economical way to cover expansion gap and should you require alternative provision, this will be at additional cost.  Laminate in bathrooms/toilets will be cut and sealed around the toilet base to allow room to expand and contract.  If you require the removal and replacement of the toilet unit, this will be subject to a further estimate.

3.4 Payment for materials. You are required to pay upfront in full for all material costs (save for the VAT element which can be paid on completion).

3.5 Fitting costs. If you are allocated one of our employed fitters the fitting costs will be payable upfront when placing the order. If you are allocated one of our self-employed fitters fitting costs are payable in cash directly to the fitters on the day of completion of the job.

3.6 Additional costs. Should any additional costs be incurred (after agreement with you) invoices must be paid within seven (7) days.

3.7 Non payment. Should any fitting costs or additional invoices not be paid as set out above, we reserve the right to charge interest at 8% and to recover any legal costs we incur in recovering these debts.

3.8 Your responsibilities. Whilst our fitters are careful to identify any hazards such as telephone/alarm cables, water pipes and so on, it is your responsibility to make sure our fitters are aware of any such hazards and we will not accept liability for any damages or losses arising caused where our fitters are not previously advised of these hazards.  You are responsible for notifying us of any hazards when placing your order and this will be noted on our invoice. You should be aware that fitting flooring may result in dust and although we will do our best to clean this away, we are not liable for any residue left behind. It is your responsibility to arrange for an electrician to attend where an order includes underfloor heating as we are not qualified to carry out this electrical work;

3.9 Advice. If we give you advice on appropriate flooring and you choose to proceed notwithstanding any such advice, we accept no liability for problems arising.

3.10 How we will accept your order. Our acceptance of your order will take place when we tell you that we are able to provide you with the goods and/or services, and you make payment for the goods, at which point a contract will come into existence between you and us.

3.11 If we cannot accept your order. If we are unable to accept your order, we will inform you of this and will not charge you.


4. Our goods

4.1 Goods may vary slightly. Please note as wood is a natural product, it is subject to naturally occurring variations and we cannot accept liability for any natural flaws. If you have selected flooring from images rather than samples we cannot guarantee that the goods will exactly match the images which are subject to visual display and printing variations.

4.2 Making sure your measurements are accurate and the goods that you receive are correct. You are responsible for ensuring that the goods that you receive is correct and examine them for apparent faults or damage at the time of delivery and before fitting. Any defects should be notified to us immediately. If you have underfloor heating please ensure this is turned off at least 48 hours before fitting. Our fitters will be unable to fit flooring if this is not done and you will be liable for a wasted fitting fee (£180 per day allocated) and we will not be liable for any losses or delays which may arise. Where you require us to lay underfloor heating you should ensure that you have your own qualified electrician to test the finished job. We will not run underfloor cables and this should be placed under the subfloor or trunking.


5. Your rights to make changes

If you wish to make a change to the goods and/or services you have ordered, please contact us. We will let you know if the change is possible.


6. Providing the goods

6.1 Delivery costs. The costs of delivery will be as told to you during the order process.

6.2 When we will provide the goods. Estimated delivery and/or fitting dates are given in good faith and are not guaranteed and we are not to be held liable for any changes in delivery and/or fitting dates.  In addition to this, we are unable to confirm an installation time.  Furthermore, as your appointment is an all-day appointment, we may arrive anytime from 8am to 5pm on your allocated day. Where goods are delivered to our warehouse and we have advised you that we need to deliver to you we will only store these for up to 14 days. After this time We reserve the right to charge a storage fee of £5 per day per item. If the goods are not collected or delivered within 60 days We will dispose of the goods after serving notice under Section 12 of the Torts (Interference with Goods) Act 1977.

6.3 We are not responsible for delays outside our control. If our supply of the goods and/or services is delayed by an event outside our control, then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this we will not be liable for delays caused by the event, but if there is a risk of substantial delay you may contact us to end the contract and receive a refund for any goods and/or services you have paid for but not received.

6.4 When you become responsible for the goods. The goods will be your responsibility from the time we deliver the goods to the address you gave us. This includes where the goods are delivered to our warehouse to be stored at your request.

6.5 When you own goods. You own the goods once we have received payment in full.


7. Your rights to end the contract

7.1 You can always end the contract for the supply of goods and/or services before they have been completed. You may contact us to end your contract for goods and/or services at any time before we have delivered them or completed supplying them and you have paid for it, but in some circumstances, we may charge you for doing so.


8. Our rights to end the contract

You must compensate us if you break the contract. If we end the contract, we will refund any money you have paid in advance for goods and/or services we have not provided.


9. If there is a problem with the goods

9.1 How to tell us about problems. If you have any questions or complaints about the goods, please contact us. You can telephone our customer service team at 01252 3722222 or write to us at or at Floor24 Carpets and Flooring Limited, Unit 13, Farnborough Business Centre, Eelmoor Road, Farnborough, Hampshire GU14 7XA.

9.2 Summary of your legal rights. We are under a legal duty to supply goods and/or services that are in conformity with this contract.

9.3 Where to find the price for the good and/or services. The price of the goods and/or services (which includes VAT) will be the price set out in our Quotation unless we have agreed another price in writing.

9.4 What happens if we got the price wrong. We will normally check prices on our quotations before accepting your order so that, where the goods correct price at your order date is less than our stated price at your order date, we will charge the lower amount.


10 Our responsibility for loss or damage suffered by you

10.1 We are responsible to you for foreseeable loss and damage caused by us. If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking this contract or our failing to use reasonable care and skill.

10.2 We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes but is not limited to liability for death or personal injury caused by our negligence.

10.3 When we are liable for damage to your property. If we are providing services in your property, we will make good any damage to your property caused by us while doing so save where such damage is caused due to your insistence where we have advised against this. However, we are not responsible for the cost of repairing any pre-existing faults or damage to your property that we discover while providing the services.


11. How we may use your personal information

11.1 How we will use your personal information. In order to perform our contract with you we will need to collect personal information from you including your name, address and other contact details, and credit or debit card details.  We will only use your personal information for the purposes of performing our contract with you and you consent for us to use your information in this way.  As we use self-employed fitters we will necessarily need to share some of your information with them so that they can carry out the fittings and you agree to this sharing of information.

11.2 We will only give your personal information to third parties where the law either requires or allows us to do so. 


12. Other important terms

12.1 We may transfer this agreement to someone else.

12.2 Nobody else has any rights under this contract.

12.3 If a court finds part of this contract illegal, the rest will continue in force.

12.4 Even if we delay in enforcing this contract, we can still enforce it later.

12.5 These terms are governed by English law and you can bring legal proceedings in respect of the products in the English courts.