Terms & Conditions
Last updated: 18 September 2026
Quotes and estimates
Any figure you're given through the online quote tool — including AI-generated estimates — is a rough, non-binding estimate, not a fixed price. Every job is confirmed with a real price and start date only after we've had a chance to review the details (and, where needed, see the site), before any work begins or money changes hands beyond a booking fee.
Booking a job
Once we've agreed a price and a start date, a job is confirmed by paying a booking fee of 20% of the agreed price. The remaining balance is due as set out when the job is confirmed — typically on or after completion, unless we've agreed otherwise with you directly.
Payments can be made by card (processed securely through Stripe), bank transfer, or cash, as agreed with us.
Changes to the job
If the scope of the work changes once we've started — for example, the subfloor needs more preparation than expected, or you'd like to add or change rooms — we'll discuss it with you and agree any change to the price before carrying out the extra work.
Changing your mind once work has started
The flooring, colour and spec you agree with us before work begins is what we order materials and plan the job around. If you change your mind about any of that after work has started — for example, deciding on a different flooring part-way through — we'll do our best to accommodate it, but you'll need to cover the cost of lifting and disposing of whatever's already been fitted, plus the cost of the new materials in place of what was originally agreed. This is simply the real cost of the change, not a penalty — so it's worth being sure of your choice before we start, and we're always happy to talk it through beforehand.
Cancellations
If you need to move your start date rather than cancel entirely, get in touch as soon as possible through your job's message thread or the contact page and we'll do our best to find a date that works for both of us.
If you cancel a booked job, the booking fee is non-refundable. Booking a job means turning away other work for that time, and often ordering materials for it in advance — the fee reflects a genuine cost to us, not a penalty. Let us know as soon as possible all the same; it doesn't change the fee, but it helps us re-fill the slot.
Refunds
Where a refund is agreed, it's applied as a credit against the outstanding balance on your job — it reduces what you still owe rather than being netted off the price or the amount already paid, so your account always shows exactly what was agreed, what's been paid, and what's been refunded. You can request a refund from your job's page once you've made a payment; we'll be in touch to sort it out.
Our work
We aim for a standard of work we'd be happy with in our own home. If something about the finished job isn't right, tell us as soon as you spot it — through the job's message thread if it's still open, or the contact page otherwise — and we'll put it right.
Accidental damage to your property
If something of yours is accidentally damaged while we're carrying out the work — for example, a window broken while fitting — we'll cover the full cost of repairing or replacing it ourselves. That cost comes off the total price of your job, not added on top as a separate bill. If the cost of the damage is more than the total price of the job, you won't be charged anything at all for the work — we cover the difference ourselves.
To keep this fair for everyone, a damage claim needs to be reported promptly — ideally on the day, before we leave — through the job's message thread, with photos of the damage. Where practical, we'll photograph the work area before starting, which protects you too: it's a clear record of the property's condition beforehand. We'll always look at a genuine claim in good faith, but we can only cover damage that's reasonably shown to have happened during our work — not pre-existing wear, or anything unrelated to the job.
Your account
You're responsible for keeping your login details secure and for anything done through your account. Registering requires agreeing to these terms and our Privacy Policy. Please give us accurate contact and address details — we rely on them to arrange and carry out the work.
Reviews
Reviews are moderated before they appear publicly, and we may decline or remove a review that's abusive, defamatory, or clearly not a genuine account of work we carried out. Otherwise, honest reviews — good or bad — are welcome.
Liability
Nothing in these terms limits our liability for things that can't legally be limited, such as death or personal injury caused by our negligence, or fraud. For accidental damage to your property while we're working, the Accidental damage to your property section above sets out what we cover. Beyond that, our liability for any job is limited to a reasonable standard of care in carrying out the work agreed.
Changes to these terms
We may update these terms from time to time; the date at the top shows when they last changed. Continuing to use the site after a change means you accept the updated terms.
Governing law
These terms are governed by the law of England and Wales, and any dispute will be handled by the courts of England and Wales.
Contact us
Questions about these terms are welcome — use our contact form or email [email protected] .