Terms and Conditions – Services

(Small contracts terms & conditions)

Quotes

The price given is a true estimate of what we expect to charge you. If there are unforeseen circumstances that we could not have been aware, that will affect the price, we will provide you with an updated estimate. You have the right to accept the price or decline. Payment will be required for any work completed up to the point you cancel.

Delay

We will endeavour to complete the work within the specified time. We are only liable for delays caused by our negligence. Any work will be completed within a reasonable time.

Payment

When you place an order a deposit of 50% of the order price is payable. Please note that we cannot order any flooring or hold any dates in the diary until the 50% deposit has been received.

The remainder of the payment is payable on the day that we complete the fitting of the floor. We reserve the right to charge a 4% surcharge on any late payments.

Full payment is required on satisfactory completion. In the unlikely event you are dis-satisfied; you are entitled to withhold an amount to reflect any remedial work that may be required. We should be given the opportunity to complete any remedial work.

Ordering

When you order a floor from us, we immediately order it in from the manufacturer and store it until your fitting date. If an order is cancelled you will be liable for any of the costs incurred by us (this may include delivery to return products, cost of stock which cannot be returned and restocking fees charged to us by our suppliers). If carpet has been cut to size it is unlikely that we will be able to return it, so orders cancelled after carpets have been cut will incur the full cost of the carpet.

Supply only purchases must be paid for in full at the time of ordering. No flooring will be ordered unless paid for in full. As we order flooring in, we do not accept returns unless faulty so please ensure you are ordering the correct amount of flooring.

Delivery and Fitting

When you place an order with us we will arrange a date and time for your fitting – these are estimates and not guaranteed times. But, we will keep in touch with you and keep you updated- and you can call us on the day of delivery for updates. We work hard to make sure that the process of fitting your flooring goes smoothly.  We cannot accept liability for delayed arrival, but you can be assured that our fitters will complete your work even if it exceeds the expected time allocation. The price you are quoted when you book the fitting is a price for the completed job and not a price per hour or day. We can give you an estimate of how long we envisage the fitting to take but the price will not alter if it takes a shorter time than originally envisaged. Equally, if it takes longer, the price will not alter either (unless additional, unquoted for work is required).

In the unlikely event that there is a delay in us receiving goods from a supplier we’ll let you know what has happened, and if the expected delivery time extends beyond 30 days you can cancel your order and receive a full refund.

We aim to be as competitive as possible on price- if you bring us a written quotation or web quote for the same product and service at a lower price than we quote- we’ll try our very best to match it, however this may not always be possible.

We’ll always send you a clear quote for the work we are going to do, including the fitting. These quotes are valid for three months from the date on the quote. If when we arrive to do the work something has changed this may effect the price of the work to be undertaken, and we will tell you this and issue a new quote if necessary.

We are happy to visit to inspect your room in advance, and to remove the previous flooring (there will be a charge for this- depending on the type of floor). If you opt to remove the previous flooring yourself we will assume that the sub-flooring is sound and will be suitable for fitting of the new floor. If we quote for your new flooring before the existing flooring is uplifted, then any issues discovered when the floor is uplifted will not have been quoted for and will need to be rectified at an additional cost. We advise that if you choose to uplift your flooring yourself, you do this a few days before we are due to install and therefore you can alert us to any problems in plenty of time.

Where we uplift the previous floor we can dispose of this for you, but as we are charged commercial rates to dispose of such waste, it may be cheaper for you dispose of this yourself.

If you suspect that subflooring may be damaged, damp or unsuitable please inform us of this as early as possible so that we can arrange an early inspection and avoid delay to your floor fitting. If a quote for new flooring is provided before the existing floor coverings are uplifted, we will assume that the sub-floor is dry unless notified otherwise. A damp test will be required prior to installation – if further remedial work is required then we will provide a quote for this separately. If when we arrive to fit the floor we are unable to do so as a result of something which we think you could reasonably have alerted us to, we reserve the right to charge a wasted day for our installation team.

Please let us know if there are electrical wires running under flooring- re-inserting wires after the flooring is fitted is your responsibility, and we can’t be held responsible for damage to hidden wires.

If you would like help to move furniture from your room we are happy to help with this, but please let us know in advance; larger items may require us to bring an additional person and there may be an additional cost for this.

We ask that you get any room where flooring is to be installed as empty as possible. Any items that cannot be moved out completely must be emptied (e.g a sideboard full of glasses). We do not accept any liability for breakages where it would have been possible for the items to be removed prior to us arriving to install the flooring. With regard to kitchen appliances (including plumbed in appliances), we ask that these are removed prior to any fitting if you require the flooring to go underneath them. We are not insured to move appliances so if you leave them in the room and we have to move them in order to install the flooring, then we cannot accept any liability for any damage or breakages caused. Equally, if we are left to move an appliance and discover a connection we have reason to believe will break if disconnected (i.e a stretched plug wire or a rusty washing machine connector), then these appliances will not be moved and fitting will be rearranged for another day. If appliances are left full of washing or crockery, they will not be moved under any circumstances and again, fitting will have to be rearranged.

All our fitters work carefully, but the fitting process can on occasion cause marks or scuffs to home décor.

New paintwork and wallpaper is especially vulnerable and should be allowed to fully dry. A minimum of 3 days is recommended – so please don’t paint the skirting (or anything else) just before we arrive! We don’t undertake to carry out any redecoration, except where damage has been caused by our negligence. Please note that we cannot fit your flooring if there are any other trades working in your room.

Doors & kitchen plinths may need to be trimmed to allow clearance. This is not part of the fitting work unless this has been specifically agreed. Equally, we cannot be held responsible should your new flooring create a gap under a door / door cases / skirting boards (i.e. your new flooring is thinner than the old flooring). If this is something you are concerned about, please discuss this with us prior to accepting the quote. We have a joiner whom we can put you in touch with to remedy any problems.

Products

We will order your flooring from the manufacturers based on the sample you choose. Manufacturers supply flooring which matches the samples, within agreed tolerances. If for any reason you are not satisfied that the flooring matches the samples you viewed we will support you in having any variance assessed by the manufacturers.

We offer a free measurement service prior to fitting, and will order products based on our measurements. If you opt to order based on your own measurements then you are responsible for ensuring that the quantity of floorcovering ordered is sufficient for your room.

All carpets benefit from the use of a good quality underlay and we will inspect existing underlay and specify replacement if necessary. Re-using existing underlay may result in abnormal flattening of the pile.

Gripper pins can sometimes be felt through a carpet close to skirting boards and stair risers, etc. This is normal, but as part of the fitting process and if requested to do so the fitter can flatten the pins. This will affect whether or not the gripper can be re-used.

PETS! Please tell us (in the shop or when we come to measure) if you are concerned about your choice of flooring and your pets and we can try and advise accordingly. However your pet’s behaviour is ultimately your responsibility and we cannot be held liable for any damage caused to your new flooring by one of your pets.

After Sales Service

If you require any help after you have made your purchase, or have any questions at all, please contact us.

If you are unhappy with any aspect of our service please contact us and we will aim to resolve any issues. Any cosmetic faults in the flooring must be reported within two weeks of fitting. If we feel it is necessary that an independent party inspect the work, we will arrange for a member of one of the industry bodies or the manufacturer of the product to visit and inspect the work.

Our installations carry a 2 year fitting guarantee.

In the event that we are not able to resolve any dispute we would aim to use mediation rather than a legal remedy in the first instance.

Changes

If you would like to change what is to be supplied, we would request that you confirm this in writing or other durable form (e.g. email).  This will ensure both parties have appropriate records and can refer back to what was agreed.

Cancellation

If for any reason you are unable to make the appointment and do not give at least 48hrs notice before the fitting date then you will be held liable to a minimum call out charge of at least £120.

We will always endeavour to meet the customers’ needs without charges being incurred.

If the fitters cannot complete the works due to issues caused by the customer, i.e. wet paint, site accessibility, parking, sub-floor conditions, then a full days labour cost for each fitter will be charged.

Damage

We cannot be held liable for damage caused to skirting boards during the fitting process, however we will ensure every care is taken to avoid this.

When fitting stair runners Cherry carpets cannot be held liable for cracks in the paintwork as this is a very forceful process and cracks can appear on poor quality paintwork.

Uplift costs

All efforts will be made to predict the cost of the sub floor preparation. However until the floor has been fully removed we are unable to give a definite cost and it may vary according to the state of the floor beneath.

Uplift costs are based on 1 layer of floorings being removed. Should there be multiple floorings then additional labour costs will be applied.

Furniture

Upon the site survey the amount of furniture on site is graded and a price agreed. Any additional furniture will incur extra charges.

It is the customer’s responsibility to remove smaller items, clothes, valuables and breakable objects both inside and outside of cupboards.

Sub floor preparation.

If the customer chooses to complete the preparation themselves then an inspection will be required by our estimator at a call out fee of £50.

If the sub-floor condition is not to the standard set out by the manufacturer then additional labour & material costs will be incurred if the job is to continue.

If materials have been ordered then a 20% handling fee will be incurred.

COMPLAINTS POLICY

We always endeavour to provide the best service and products for our customers. However, on rare occasions, we recognise that there may be times where our customers may not be completely satisfied.

To ensure we are able to put things rights as soon as we can, please read our complaints procedure below and we will respond promptly to ensure complete satisfaction.

As soon as possible after the completion of the works, please inspect the work to ensure everything has been carried out to our usual high standards.

In the unlikely event there is anything you are not completely satisfied with, please contact us as soon as you can in order that we can rectify any problems as soon as possible. Either call us on 0208 249 9726, or write to us at Cherry Carpets LTD, 64 Croydon Road, West Wickham, Bromley, BR4 9HU or email us at . We aim to respond within 3 days of receiving your complaint and where possible, will provide you with a date to remedy any issues raised.

Where we are unable to resolve your complaint using our own complaints procedure, as a Which? Trusted trader we use Dispute Resolution Ombudsman for dispute resolution. In the unlikely event that we cannot remedy your complaint to your satisfaction you may wish to refer your complaint to them. If you wish to do so please contact Which? Trusted traders in the first instance on 0117 456 6031.