Terms & Conditions

All orders are processed on receipt of non refundable 50% deposit. please note quotations are valid for 30days and do not include any additional subfloor preparation or adjustment to doors unless stated.

Whilst every effort is made to deliver and fit to the customers satisfaction delivery dates are approximate only and failure to deliver on the stated date or specific time, shall not render us liable for damages, lost time or any other consequential loss

we can not be held responsible for any shade or weaving imperfections of any natural fibre carpet including wool as this is a characteristic of a natural carpet.

Plain carpet is subject to shading with use, due to pile pressure. this is a characteristic of this type of carpet and does not effect the durability.

Door cutting will be at the fitters discretion. Matt Stephens carpets & flooring accept no responsibility to any damaged caused to doors or door furniture when cutting doors

Where quantities shown in a quotation are estimated from scale or dimensioned drawings, or sizes provided by customer, the final quantities are subject to verification by a site measurement. Accordingly all costs prepared from quantities taken from drawings or customer sizes are a guide only and may differ once a site visit has been complete. All orders taken from customers own sizes are at the risk of the customer, any short or measured incorrectly materials are to still be paid for in full by the customer.

All flooring, Even when cut to room size, are heavy and difficult to manoeuvre, especially on premises where the layout and access are restricted. we can not accept responsibility for damage to surface finishes caused by the movement of flooring in restricted spaces or on fitting. 

work will be programmed in normal working hours - 8am - 5pm Monday to Friday. excluding bank holidays.

The client or main contractor must ensure that all subfloors are clean, dry and level (including securing any loose floorboards or chipboard) before the agreed installation date. No allowance has been made in our quotation for sub-floor repairs, floor cleaning and removal of waste left by client or other trades unless stated. any delays to the installation schedule that are caused by the site being unfit for flooring installation will result in additional costs.

All areas must be clear of other trades and/or their equipment so fitting work can commence 

we will require adequate power, water and lighting on site and the rooms should be at a minimum temperature of 18c to allow flooring to acclimatise. 

underfloor heating (referred here on as UFH) should never exceed a subfloor surface temperature of 26C  during or after installation. 

Doing so will void any guarantee or warranty.

ALL UFH SYSTEMS MUST BE COMMISIONED WELL IN ADVANCE OF FLOORING INSTALLATION. MATT STEPHENS CARPETS AND FLOORING CAN EXCEPT NO RESPONSIBILITY FOR ISSUES CAUSED BY NON COMMISSIONED UFH SYSTEMS OR INCORRECT PROCEDURES REGARDING THE INSTALLATION OF UFH.

Areas of Installation are to be free from all furniture and other items, unless furniture removal has been requested and approved by matt Stephens carpets and flooring prior to installation date. 

Failure to notify us of furniture being left in the room/s will result in extra charges on completion to cover extra labour time. We reserve the right to refuse installation if furniture is left for us to move with no prior notice, this will result in a cancellation charge relevant to time allowed to complete installation, (e.g full day installation for 1xman, results in a full days labour charge for 1xman) 

Where staff are required to move furniture, electrical equipment, appliances and any other objects in the area of installation or clients home, this is carried out entirely at the risk of the customer. we strongly recommend that the movement of all items be supervised by the client and that fragile items, valuable or sentimental pieces are moved by the customer only. Matt Stephens carpets and flooring and all their staff and subcontractors are unable to accept any responsibility for damage or breakages caused during the movement of the clients possessions.

we reserve the right to refuse installation for any reason including but not limited to - furniture too heavy to move by staff, installation room poorly prepared before installation,  Staff treated poorly by client, area deemed a health and safety risk or a unclean environment for staff to work in.

The positions of services such as water, gas and electricity supplies must be clearly identified for our fitters to avoid accidental damage. Unprotected/loose wiring for alarms, computer systems, telephones, audio and video equipment (to name only a few but not limited to) should be run in trunking under the subfloor. wiring and services are often concealed from the fitter and therefore matt stephens carpets & flooring can not accept responsibility for accidental damage caused during installation.

Where other trades may need to finish work following flooring installation, no allowance has been made to provide protection for the floor covering unless stated.

Cancellation Charges will apply if cancelled or postponed within 3 working days of agreed installation date.

where deposit is not taken all orders must be paid for in full and are unable to cancel once we have ordered the flooring or materials.

In the interest of health and safety, You MUST ensure a appropriate adult aged 18 or over is present at any site/home if any child under the age of 18 is present.

by accepting a quotation you are accepting our terms and conditions

we may use images of your flooring for marketing purposes, if you do not wish us to do this you must let us know.

matt stephens carpets and flooring can not be held responsible for any claims for loss of earnings, inconvenience charges or loss of time for any reason.