- Overview A) We are dedicated to providing exceptional service to every customer. B) These terms and conditions outline the services we offer. C) It is the customer’s responsibility to read these terms carefully to avoid misunderstandings.
- Definitions A) “We/Us/Our” refers to AJ Carpets Ltd. B) “Services” refers to all work performed by us. C) “Flooring” includes carpets, vinyl, luxury vinyl sheet, carpet tiles, and other types of floor coverings. D) “Customer” is any individual or entity purchasing or using our services. E) “Fitter” refers to non-VAT registered, subcontracted, self-employed professional. As an independent contractor, the fitter’s payment for labour services is made directly between the fitter and the customer.
- How We Operate A) These terms and conditions apply to all services we provide. B) You agree to these terms and conditions when placing an order. C) We may update these terms and conditions at any time without prior notice. D) We have a zero-tolerance policy for harassment or abuse towards our staff. In the event of such behaviour, we may withdraw any outstanding quotes, cancel accepted orders, and refuse future services.
- Ordering & Payment Process A) During initial consultation with customers, an estimated lead time for product delivery may be given. These lead times are based on the manufacturer’s current live stock levels, which are provisional and subject to change, including but not limited to delays due to stock shortage and production issues, all of which are outside our control. We cannot be held responsible for product delays caused by the manufacturer. B) Our estimates are valid for 14 days. C) Upon acceptance of our estimate, a minimum 50% deposit is required to place the order, and the remaining balance is due prior to delivery, collection, or installation. D) Once the deposit is paid, materials are allocated, and orders cannot be amended or cancelled. E) Manufacturer schedules dictate timelines, which are subject to potential delays. We will inform you of any changes to estimated delivery times. F) Once your goods arrive, we will contact you to arrange delivery, collection or installation. G) Ownership of goods remains with us until full payment is received. H) We accept cash, credit/debit card, or bank transfer payment. Cheques may be accepted at our discretion.
- Cancellation Policy A) Orders cannot be cancelled once the deposit is received as materials are specially allocated or cut. B) In exceptional circumstances, cancellations with a minimum cancellation fee of 50% of the total order value may be considered. We will retain ownership of the goods in such cases.
- Rebooking Fees A) A rebooking fee will apply if rooms are unprepared (e.g., not cleared of furniture or existing flooring) or if installation is refused due to unsafe or unsuitable working conditions.
- Refund Policy A) Custom-cut carpets, vinyl flooring, and remnants are non-refundable unless faulty. B) B & C Grade items are non-refundable; they will have an existing manufacturing defect, which will be disclosed at the time of purchase. C) Any issues must be reported within 48 hours of delivery, collection or installation. D) If a fault is confirmed as a manufacturing defect, customers are entitled to a repair, replacement, or refund per the Consumer Rights Act 2015. E) Refunds will be processed using the original payment method and typically appear within 3-5 business days.
- Exclusions A) We do not issue refunds for wear and tear, improper use, damage caused by heavy furniture, or fading due to sun exposure.
- Reporting and Resolution A) Customers must inspect all products upon delivery, collection or installation. Any concerns regarding product quality should be reported to AJ Carpets within 48 hours, while fitting issues should be raised with the fitter directly within the same timeframe. B) We aim to resolve any disputes amicably. C) If resolution is impossible, disputes will be resolved according to Scottish law.
- Additional Service Charges A) A mileage and time charge may apply if your installation is outside our standard service area. B) We provide two free quotes; additional requests may incur a fee. C) Deliveries to addresses outside our standard delivery area will incur an additional charge.
- Customer Measurements A) If you provide your own measurements, we will use them as given; without adjustments, no tolerance will be added. B) We are not responsible for any issues resulting from inaccurate measurements.
- Subfloor Preparation A) Uneven subfloors may require additional preparation, such as plywood or screeding. B) We are not liable for issues arising from improperly prepared subfloors. C) A subfloor preparation service is available for an additional cost. D) We do not guarantee a perfectly even subfloor; screed is a smoothing compound, not a levelling compound. E) We do not provide remedial work on existing loose floorboards.
- Installation Risks A) While fitters take care during installation, paint, wallpaper, or home décor may be scuffed, chipped or marked, which we cannot be held responsible for. B) New paintwork should be fully dry before installation. C) We are not responsible for damage to delicate items during fitting; customers must relocate such items (ornaments, wall art, etc) before delivery or fitting, including along the access route. D) Customers must disclose, in writing, the location of any cables or pipes under the flooring. E) We are not liable for damage to undisclosed cables or pipes and advise against placing cables under flooring. F) We are not liable for any damage to improperly fitted skirting boards.
- Trade Work A) We are not responsible for incomplete or subpar work performed by other trades during our fitting. B) We recommend that all other work be completed before our installation.
- Flooring Widths A) The Manufacturer’s roll measurements are approximate, with a tolerance of ±1.25% in accordance with industry standards BS3655.
- Fitting A) Installations are scheduled in either AM (9:30–12) or PM (12–5) slots on weekdays. Appointments outside these hours may incur additional charges. B) Exact arrival times cannot be guaranteed due to the nature of the work and may be subject to delay or extension. C) Cancellations must be made at least one full workday in advance; otherwise, a cancellation charge may apply. D) If the fitter cannot gain access at the appointed time, a separate call-out charge may apply; this may be applicable on every occasion, as the fitter operates as an independent contractor, payment is made directly to them. E) Photographic proof may be requested to confirm rooms are clear before fitting; rescheduling fees may apply if not provided. F) We reserve the right to refuse installation if the conditions are unsafe or unsuitable.
- Furniture, Old Flooring and Disposal A) Rooms must be cleared of furniture and old flooring before fitting. B) Furniture removal is not included in our standard pricing but may be purchased as an additional service. C) Customers are responsible for removing old flooring before installation unless an additional service is purchased. D) Disposal of old flooring is not included in our standard pricing but may be purchased as an additional service. E) Additional charges apply if old flooring is not removed before installation. Payment is required before installation starts. F) Customers are responsible for disposing of all new installation waste (underlay & carpet offcuts, metal bars, bin bags with general waste) unless an additional service is purchased. G) We / fitters do not move any electrical items, i.e. TVs, satellite boxes, consoles, kitchen white goods (fridges, freezers, washers/dryers), cookers, or kitchen appliances. H) We are not responsible for any damage caused by dragging heavy items (furniture or white goods) across new flooring.
- Treatments & Guarantees A) Customers are responsible for registering manufacturer warranties directly with the manufacturer. B) Manufacturers recommend installing new high-quality underlay with new flooring, as failure to do so may void the warranty. C) If you choose to use existing or self-supplied underlay, we are not responsible for any issues arising from this.
- Carpet Appearance A) Flattening and shading of carpet pile in high-traffic areas is normal and not considered a defect. B) Pile reversal may occur on cut-pile carpets, but it does not affect durability. C) Carpets may show slight marks from transportation, which will disappear with use. D) Carpets with spun yarn may shed fibres initially; this is normal and not a fault. E) Flooring installed in low temperatures may initially be less flexible. Unevenness or a ‘bumpy’ appearance may appear as it warms. This is normal and not a defect. Re-stretching may be required.
- Colour Variations A) Colour variations between batches are possible, and exact matching cannot be guaranteed. B) Flooring exposed to direct sunlight may fade over time, which is not a fault. C) Samples provided may not match the product exactly due to differences in production batches. Use them as a guide only.
- Underlay A) Installing a new, high-quality underlay is always recommended by manufacturers to validate their warranties. Underlay purchased elsewhere may invalidate those warranties. B) Reusing old underlay may cause abnormal carpet wear and void the manufacturer’s warranty and we cannot be held liable for any issues arising caused by this underlay.
- Stairs A) Some underlay may be visible when the carpet is fitted on stairs, especially on open-sided stairs or runner style. B) Our standard stair-fitting style is “waterfall” unless otherwise requested. C) We are not liable for damage caused by improperly constructed stair treads or risers; the fitting process requires force applied against the riser.
- Remnants A) Manufacturer guarantees or warranties do not cover remnants. B) Remnants are inspected and sold as A, B, or C Grade; any faults will be noted and disclosed at purchase.
- Vinyl Flooring A) Cushion-backed vinyl must be fitted on a smooth, level subfloor. B) Uneven subfloors may cause the vinyl to conform to the contours of gaps or cracks beneath, becoming visible. C) Furniture may cause indentations, and dragging appliances over the flooring may cause tears, for which we are not liable.
- Door Clearance A) Customers must ensure there is sufficient clearance between doors and floors. B) If doors need to be removed for fitting, customers must arrange for reinstallation and adjustment. C) We are not responsible for any damage caused during the removal of doors.
- Key Handling A) We can collect keys, or customers may leave them in a safe location, but we are not liable for these keys.
- Vacuuming A) We recommend vacuuming cut pile carpets with rotating brushes and using suction-only on loop pile carpets.
- Carpet Joins & Pattern Matching A) Carpet or vinyl joins may be visible but will be made as discreet as possible. B) Pattern matching is not always guaranteed, but we will make reasonable efforts to achieve a visually consistent result.
- Moisture Issues A) We are not liable for issues such as shrinkage from carpets or floor coverings installed in damp or wet areas.
- Sample Loan Policy A) Samples are provided on a temporary loan to assist with your selection process. B) Samples must be returned within a few days to ensure availability for other customers. C) Samples should be returned clean and undamaged. D) Fees will be charged for unreturned or damaged samples to cover replacement costs.
- Liabilities A) We are not liable for costs or expenses incurred by customers due to factors beyond our control, including but not limited to manufacturing faults, delivery delays, weather events, national emergencies or pre-existing property issues. B) We are not liable for any loss, damage, or other issues that may occur after products are collected by a third party on behalf of the customer. The customer assumes full responsibility for any products collected by a third-party representative.
