Terms & Conditions
Welcome to In Home Flooring Ltd. This page outlines the terms and conditions of using our services. Please read them carefully before making a purchase or booking a service with us.
Important things to know
Free home visit & quote: We bring the mobile showroom to you and measure accurately. Quotes are usually valid for 14 days.
Booking & deposits: A deposit (typically 50%) confirms your order and fitting date. Special orders aren’t returnable.
Fitting dates: We’ll give an estimated date; supplier delays or site issues can shift this slightly—we’ll keep you posted.
Room prep & access: Please clear rooms and ensure power/parking. We can uplift/ dispose and move furniture if priced in.
Subfloor readiness: If we find hidden issues (moisture, uneven floors), we’ll quote for screed/ply/DPM before proceeding.
Payments: Balance is due on completion unless agreed otherwise. Card, bank transfer, or cash accepted.
Price promise: Bring a like-for-like quote (product name & supplier) and we’ll match it—or try to beat it.
Guarantees: 12-month workmanship guarantee; manufacturer warranties apply to products. Follow aftercare for best results.
Cancellations/changes: Please give 48+ hours’ notice to avoid restocking or missed-appointment charges.
Aftercare & support: You’ll get simple cleaning/maintenance tips. If something’s not right, tell us within 7 days so we can fix it. (Your statutory rights are not affected.)
Full customer guidelines
1) Before you order
Measurements & product choice: We’ll measure and advise, but the final product/colour choice is yours—please check shade, pile direction, pattern, and suitability (domestic vs. commercial, stairs, wet areas).
Quotes & validity: Quotes are valid for 14 days unless stated.
Special orders: Non-returnable once placed (unless faulty).
Moisture & subfloors: Concrete must be dry to manufacturer limits; timber must be sound. Where readings fail, a DPM, ply, or screed may be required and charged.
2) After you order (before fitting)
Deposit: Typically 50% to book goods and your fitting slot.
Room preparation: Remove furniture, ornaments, doors (if needed), and old flooring unless we’ve priced to do so. Empty wardrobes and cabinets.
Access & parking: Provide clear access and parking/permits; charges at cost if we must arrange.
Heating & humidity: Keep rooms warm and dry. For underfloor heating, turn it off 48 hours before install.
Acclimatization: LVT/vinyl may need time on site per manufacturer guidance.
3) On the day of fitting
Safety zone: Keep children, pets, and others away from the work area.
Ventilation: Open windows/doors when adhesives or screeds are used.
Power & lighting: Ensure working sockets and basic lighting.
Unexpected issues: If we uncover problems (e.g., rotten boards, damp), we’ll pause, explain options, and price remedials before continuing.
Trims & doors: Trims/door bars are fitted as specified. Doors may need planing by a carpenter if new floor raises levels (not included unless priced).
4) Payments & changes
Balance due: On completion, by card, bank transfer, or cash (unless agreed otherwise).
Cancellations/late changes: Please give 48+ hours’ notice to avoid restocking or missed-appointment charges.
Ownership: Goods remain In Home Flooring Ltd’s until paid in full.
5) Guarantees, claims & what’s normal
Workmanship: 12-month installation guarantee.
Product warranties: As per manufacturer; keep receipts and follow care guides.
What’s normal: Shade/batch variation; settling lines; initial shedding on carpets; small expansion gaps covered by trims; slight plank shade variation in LVT.
Report issues: Within 7 days of completion; include photos and the area involved. We’ll inspect and remedy where applicable.
6) Aftercare rules (to keep warranties valid)
Carpet: Vacuum regularly; use entrance mats; avoid harsh chemicals; blot spills immediately.
LVT/Vinyl: Use pH-neutral cleaner; never steam mop; fit felt pads to furniture; use castor cups; avoid dragging appliances.
Underfloor heating: Bring back up slowly after 48 hours; don’t exceed manufacturer’s max surface temperature (usually ~27 °C).
Furniture & heavy loads: Replace carefully; protect against point loads (pianos, fridges, gym kit).
7) Sustainability & waste
Uplift/disposal: We can include this—ask for pricing. We recycle where possible and prefer UK-made ranges. Please tell us in advance if you want to keep offcuts.
Refunds, returns, or cancellations
1) Returns (change of mind)
Stock, unopened goods: Return within 14 days of delivery/collection for a refund of the product price. Items must be resaleable (unopened rolls/boxes, complete accessories).
Cut-to-size & special orders: Carpets/vinyl/LVT that are cut to your measurements, or any goods ordered specially (non-stock colours, custom trims), are non-returnable unless faulty. (Consumer Contracts Regulations 2013, bespoke/“made to your specifications” exception.)
Return costs: You’re responsible for getting items back to us safely. We can arrange collection at cost.
Restocking (if supplier allows): Some special orders may be returnable only if the supplier agrees; restocking fees (typically 15–25%) and carriage may apply.
2) Faulty or not as described
30-day short-term right to reject: If goods are faulty/not as described, tell us within 30 days and choose a refund or replacement.
After 30 days: We’ll arrange repair or replacement first. If that’s not possible or fails, you can request a price reduction or refund.
Evidence & inspection: Please report within 7 days of noticing the issue, with photos and your order details so we can inspect quickly.
3) Cancellations (before fitting)
Standard orders:
48+ hours’ notice: No cancellation charge; any deposit on stock items is refundable (minus any non-recoverable costs you’ve agreed to).
Less than 48 hours: We may charge reasonable costs (lost labour slot, delivery already booked).
Special orders/cut goods: Once we’ve ordered or cut the goods, the deposit becomes non-refundable (unless we can cancel with the supplier). Any supplier restocking/return charges will be passed at cost only.
Distance/off-premises sales (cooling-off): You have 14 days to cancel services you bought at a distance unless you asked us to start sooner. If you request an earlier survey/fitting/screed and we begin within 14 days, you’ll pay for the work already performed and any bespoke goods. Cooling-off doesn’t apply to bespoke/cut-to-size goods.
4) Cancellations/changes (on the day)
If access isn’t possible, rooms aren’t cleared, or we’re turned away, we may charge a missed appointment fee to cover the fitter’s lost time and any perishable materials mixed (e.g., screed/adhesive).
5) Refund method & timing
Approved refunds are issued to the original payment method within 5–10 working days of goods being received back/inspection being completed.
6) Workmanship & product warranties
Workmanship: 12-month installation guarantee—if something’s not right with fitting, we’ll put it right.
Manufacturer warranties: Length varies by product; keep your receipt and follow our care guides (no steam mops on LVT, use felt pads, etc.). Damage from misuse or poor maintenance isn’t covered.
7) What’s not a fault (typical tolerances)
Normal shade/batch variation, pile shading/pressure marks on carpets, minor line-up variances at seams within industry tolerance, initial shedding, and board/plank shade variation in LVT are expected characteristics.
8) How to start a return or claim
Email james@inhomeflooringltd.co.uk or call 07745 318776 with your order number.
For faults, include clear photos and a brief description.
We’ll advise next steps: collection, inspection, repair, or replacement.
Optional fees table (use if helpful)
Missed appointment / site not ready: £45-£85
Supplier restocking (when accepted): 15–25% of item value
Collection (if we arrange): At cost (quoted case-by-case)
Customer data and privacy
1) What data we collect
Contact & job details: name, address, phone, email, access/parking notes.
Property measurements & photos: room sizes, subfloor notes (only what’s needed for the job).
Order & payment info: products ordered, deposits/balances, payment method (we don’t store full card numbers).
Communications: messages, call notes, aftercare queries.
Marketing preferences: opt-in/opt-out and channels.
Website data: basic analytics, cookies (see Cookie Policy).
2) Why we use it (lawful basis)
To provide quotes, take orders, deliver/fix flooring – Contract.
To take payments and keep accounts – Legal obligation (HMRC) & Contract.
To manage appointments, reminders, and aftercare – Legitimate interests.
To send optional offers/news – Consent (you can withdraw anytime).
To handle complaints, warranties, and safety – Legal obligation/Legitimate interests.
3) Who we share it with
Fitters/subcontractors working on your job (name, address, job notes).
Suppliers for special orders/deliveries (product & delivery details).
Payment providers (card terminal/online checkout).
Website & email hosts/IT (Webador/hosting, email service).
We require all processors to keep your data secure and only use it for our instructions. We do not sell data.
4) International transfers
Some providers may store data outside the UK. Where they do, we rely on adequacy decisions or standard contractual clauses to protect your data.
5) How long we keep data (retention)
Quotes & surveys: 12 months (if no order) to help with re-quotes.
Orders/invoices & fitting records: 7 years (accounts & warranties).
Aftercare/complaints: 6 years from last contact.
Marketing consent logs: until you withdraw, then we suppress further contact.
6) Your rights
You can access, correct, delete (where applicable), restrict, or object to certain uses, and withdraw consent for marketing at any time. You can also ask for data portability.
To exercise rights: email james@inhomeflooringltd.co.uk.
If you’re unhappy, you can complain to the ICO (ico.org.uk).
7) Security
We use passworded devices, least-access permissions, encrypted services where available, and only collect the minimum information needed. Paperwork is locked; digital systems use accounts with strong passwords and MFA where supported.
8) Marketing
We’ll only send marketing with your opt-in consent (or soft opt-in to existing customers where lawful). You can unsubscribe at any time via link or by contacting us.
9) Cookies
We use essential cookies for the site to work and optional analytics which you can accept or reject via the cookie banner. See our Cookie Policy for details.
10) Photos & reviews
We’ll only share project photos or reviews that identify you or your property with your explicit consent (and we’ll never publish your address).
11) Children
Our services are aimed at adults; we don’t knowingly collect children’s data.
12) Updates
We may update this policy from time to time; we’ll post the latest version at /privacy.