Terms & Conditions

Pricing Notes
This estimate is based on drawings provided and is subject to a re-measure prior to order being placed.
Extra over cost for install of isolated areas as separate visit £400 per visit.
Daywork / abortive visits are charged at £400 per visit.
All areas to be clear of furniture, fixture & other trades.
No protection included within this estimate unless specifically identified.
All floor finish rates include for aluminium trims where differing finishes meet.
Prices are based on a dry, sound and suitable subfloor. Uplift of existing flooring by others.
Prices are based on use of lifts to the floors. Handballing would incur additional costs.
Prices include for removal of waste by others from a central point. Mastic works by others.
No client spares have been included within the estimate, unless otherwise stated.
All works to be completed in one continuous visit.
All works to be completed in normal working hours – unless otherwise stated.
Any pricing for uplift is based on the existing installation having been correctly installed to manufacturers recommendations.
Prices are nett and subject to VAT.

Terms and Conditions
These Terms together with Our Privacy Policy, Terms of Website Use and Website Acceptable Use Policy will apply to any contract between Us and You for the sale of Products and / or Services to You (“Contract”). Once you accept our quotation you will be subject to these terms and conditions which are preference to any of Your own terms and conditions. Please read these Terms carefully and make sure that You understand them, before ordering any Products. Please note that by placing an Order You agree to these Terms. We amend these Terms from time to time and whenever We revise them, We will set out on this page the date upon which the Terms were most recently revised. Every time You wish to order Products, please check these Terms to ensure You understand the terms which will apply at that time. These Terms were most recently updated on the 9th March 2026. You should print a copy of these Terms for future reference. These Terms, and any Contract between us, are only in the English language.

1. DEFINITIONS
When the following words with capital letters are used in these Terms, this is what they will mean;
“Contract” means the contract between Us and You consisting of the quotation or Order confirmation;
“Customer” means a person who is making a Contract to buy the product;
“Business Days” means Monday to Friday (except Saturday, Sunday or public holiday);
“Measurement” means the measured or unmeasured areas, whichever are found to be greater or lesser after re-measurement shall be amended accordingly taking into account the nature of work, materials and workmanship involved;
“Order” means Your order for the Products;
“Products” means any products that We agree to sell to You including any part or parts of them, components, or materials incorporated into them;
“Repairs” means any repairs or other works required to an existing floor.;
“Services” means any services agreed in the Contract to be performed by Us for You (including any part or parts of them) including, but not limited to, any installation, finishing or restoration services to be performed;
“Site” means the premises at which the delivery of any Goods and / or the performance of any Services shall take place, including, but not limited to, the Customer’s place of business;
“Terms” means the standard terms and conditions set out in this document;
“Trade Marks” means any trade name, business name or trade mark, used or owned by Us, whether registered or otherwise;
“We/Our/Us” means Sanson Commercial Flooring Limited (Co Reg. No. 12726295) with Our registered office at 19b The Wren Centre, Westbourne Road, Emsworth, Hampshire, PO10 7SU. Our VAT number is 356449568
“You/Your” means the person or firm who purchases the Products from Us.

1.1 A reference to a particular law is a reference to it as it is in force for the time being taking account of any amendment, extension, application or re-enactment and includes any subordinate legislation for the time being in force made under it.
1.2 Words in the singular include the plural and in the plural include the singular.
1.3 A reference to one gender includes a reference to the other gender.
1.4 Condition headings do not affect the interpretation of these conditions
1.5 A reference to a person includes a natural person, corporate or unincorporated body (whether or not having separate legal personality).
1.6 Where the Terms state that a particular clause or section of a clause shall only apply to Consumers or Business Customers, that clause or section of a clause shall only apply to Consumers or Business Customers (as applicable) otherwise the Terms shall apply to both Consumers and Business Customers.

2. OUR CONTRACT WITH YOU
2.1 You must ensure that the details of Your Order for the Products are complete and accurate before You submit the Order. If You think that there is a mistake, please contact Us to discuss.
2.2 If We choose to accept Your Order for the Products and / or Services in accordance with clause 2.5, these Terms will become binding on You and Us, and a Contract will come into existence between You and Us.
2.3 Any quotation for the Products is valid for a period of 30 days only from the date that it is issued, provided that We have not previously withdrawn it. Quotes are subject to current stock availability from our suppliers.
2.4 If You place an Order for a Product and we are unable to supply it, for example because that Product is not in stock or no longer available, We will inform You of this by email or telephone and We will not process Your Order. If You have already paid for the Products, We will refund You the full amount as soon as possible.
2.5 When You submit the Order to Us or accept Our quotation (whether by email, telephone or otherwise), this does not mean that We have accepted Your Order for the Products. Our acceptance of Your Order shall not take place until We issue You with written acceptance of the Order (“Order Confirmation”), or deliver the Products whichever occurs first.
2.6 These Terms apply to all Our sales and any variation to these Terms and any representations about the Products shall have no effect unless expressly agreed in writing and signed by one of Our authorised representatives.

3. INFORMATION ABOUT US
We operate the website www.sanson.co.uk (“Site”). We are Sanson Commercial Flooring Limited, a company registered in England and Wales under company number 12726295 and Our registered office at 19b The Wren Centre, Westbourne Road, Emsworth, Hampshire, PO10 7SU, Our VAT number is 356449568.

4. HOW WE USE YOUR PERSONAL INFORMATION
We only use Your personal information in accordance with Our Privacy Policy and security policy. For details, please see https://www.sanson.co.uk/privacystatement. Please take the time to read these, as they include important terms which apply to You.

5. DESCRIPTION & MATERIAL
5.1 The quantity and description of the Products shall be as set out in the Company’s quotation and Order Confirmation.
5.2 Any samples, drawings, images, descriptive matter, or advertising produced by Us and any descriptions or illustrations contained in Our catalogues, website (including the Site) or brochures (“Our Literature”) are produced for the sole purpose of giving an approximate idea of the Products described in them. They shall not form part of the Contract or have any contractual force.
5.3 The images of the Products are for illustrative purposes only. Although We have made every effort to display the colours accurately, We cannot guarantee that Your
computer’s display of the colours will accurately reflect the colour of the Products. Your Products may vary slightly from those images.
5.5 Although We have made every effort to be as accurate as possible, all sizes, weights, capacities, dimensions and measurements indicated in Our Literature or elsewhere are approximate
5.5 Due to the nature of the Products, We cannot guarantee the colour and consistency of the Products, which may vary from any samples and change as a result of the passage of time.
5.6 In the event that we do not have the exact product We are entitled to supply an alternative Product to match as closely as possible to the Products that You have ordered. We will provide You with reasonable notice as soon as this becomes apparent and You will have the option to accept the alternate Product or cancel Your Order.
5.7 You and / or the Product installer shall be responsible for determining whether the Products are fit for purpose where they are to be used for a particular or special purpose and whether they are suitable for the intended Installation Location.
5.8 You shall be responsible for ensuring that the Products are fully and properly maintained, including but not limited to:
a) (in the case of Business Customers) by the development and implementation of a proper maintenance schedule in accordance with the British Standard Institute Code of Practice for installation of flooring;
b) (in the case of Consumers and Business Customers) by ensuring that the Products are maintained in the correct ambient conditions (temperature, humidity level etc.);
c) (in the case of Consumers and Business Customers) by ensuring that the Products are adequately protected against damage (including but not limited to scratches, dents and scuff marks) including but not limited to by adequate protection underneath furniture and appropriate use of entrance door matting in accordance with manufacturers guidance or instructions or guidance provided by the installer of the Products.
d) Unless stated and priced within Our quotation floor protection will be Your responsibility or will be charged at an extra cost to You.

6. IF YOU ARE A BUSINESS CUSTOMER
6.1 If You are buying on behalf of a business, You confirm that You have authority to bind any business on whose behalf You purchase Products.
6.2 You acknowledge that You have not relied on any statement, promise or representation made or given by or on behalf of Us which is not set out in these Terms or the Terms of Website Use. Nothing in this clause 6.2 shall limit or exclude Our liability for fraudulent misrepresentation.

7. PERFORMANCE AND DELIVERY
7.1 We shall deliver the Products to the address that You have provided Us with in Your Order, or such other location as We shall agree in writing (“Delivery Location”) provided always that We are permitted to do so by law.
7.2 If You wish to collect the Products from Us, You must notify Us of this upon placing Your Order or at least five working days before delivery date.
7.3 Delivery of the Order shall be completed when We deliver the Products to the Delivery Location or make the Order available to You for collection (“Delivery”) and We shall use reasonable endeavours to deliver each of the orders for the Products by the estimated delivery date which We shall notify You of on the Order Confirmation. We shall notify You of the date upon which We will deliver the Products, or make them available for collection by You by email or telephone prior to dispatch (“Delivery Date”).
7.4 Time of delivery shall not be of the essence of the Contract and the Products may be delivered up to 10 Business Days after the estimated delivery date and if We are unable to meet the estimated delivery date because of an Event Outside Our Control, We will contact You with a revised estimated delivery date.
7.5 We do not handle or unload the Products on arrival at the Installation Location unless we are carrying out the installation. For Supply Only orders, You must ensure that
adequate assistance and personnel are available to unload the Products upon Delivery.
7.6 If delivery involves difficult access to or at the Delivery Point and/or the Delivery Point is located at an unreasonable distance from any feasible vehicular access point, the Company reserves the right to levy an extra delivery charge.
7.7 Subject to clause 7.10 if We fail to deliver any or all of the Products (“Undelivered Products”), Our liability shall be limited, to one of the following:
a) replacing the Products within a reasonable amount of time; or
b) issuing a credit note against the invoice raised for the Undelivered Products; or
c) where You have paid in advance for the Undelivered Products, We may choose to reimburse You for the price of the Undelivered Products.
7.8 We shall have no liability for any failure or delay in delivering the Order where:
a) such failure or delay is caused by Your failure to comply with Your obligations under the Contract, including a failure to:
i. collect the Products in accordance with clause 7.3; and/or
ii. to provide Us with the correct delivery address or any other relevant instructions; and/or
b) the failure or delay has been caused by an Event Outside Our Control.
7.9 If You fail to take delivery of the Order on the Delivery Date, then, except where such failure or delay is caused by Our failure to comply with Our obligations under the Contract:
a) delivery of the Order shall be deemed to have been completed on the Delivery Date and responsibility for the Products shall pass to You upon delivery;
b) We shall store the Order until delivery takes places, and may (at a Director’s discretion) charge You for all related costs and expenses (including, without limitation, storage and
insurance);
7.10 If you fail to accept delivery of the Products within four weeks of the date of Deemed Delivery You shall pay storage costs and these will be incurred at £10 per pallet, per week and must be paid in full before goods can be released. We may re-sell or otherwise dispose of the Products (or any part of them) to any third party.
7.11 The Order shall be accompanied by a delivery note from Us showing the Order Number, the date of the Order, the type and quantity of Products included in the Order.
7.12 You agree that if, in respect of the Order, We deliver up to and including more than the quantity of the Products ordered to the nearest pack size, You shall not be entitled to reject the Order, but a pro rata adjustment shall be made to the Order invoice.
7.13 Once the Products have been installed they are deemed to be accepted. After acceptance You shall not be entitled to reject the Products which are not in accordance with the Contract.

8. SERVICES
8.1 With respect to any Services which We perform for You, You shall:
a) co-operate with Us in all matters relating to the provision of the Services;
b) provide us, Our agents, subcontractors, consultants and employees, in a timely manner and at no charge, with such access to the Site together with anything therein or thereon
and such other facilities as may be required by Us, together with any utilities as may be specified by Us;
c) provide Us, in a timely manner, such relevant information as We may require, in such a format or formats as We may require, and ensure that it is accurate and fully
comprehensible in all material respects;
d) be responsible (at Your own cost) for preparing and maintaining any relevant part of the Site for the performance of the Services and for reinstating any such part of the Site once performance of the Services has been completed;
e) be solely responsible (at Your own cost) for ensuring that conditions at the Site are suitable for the performance of the Services and that any relevant thing therein or thereon is in good working order. We shall survey the site prior to confirming Your order.
f) if requested to do so by Us and without charge, provide facilities at the Site for the off-loading and storage of the Goods and Our tools and equipment in a readily accessible and secure storage area protected from theft and damage and shall be solely responsible for the safekeeping of the Goods and Our tools and equipment whilst the same are stored at the Site;
g) be solely responsible for ensuring the safety of any and all persons who are or may be present at the Site during the performance of the Services, including but not limited to restricting access to those areas of the Site where the Services are or are to be performed to those individuals engaged in performing the Services, or providing assistance to those so engaged;
h) inform Us of all health and safety rules and regulations and any other reasonable security requirements that apply at the Site;
i) obtain and maintain (at Your own cost) all necessary and appropriate licences, consents permits and approvals (including, without limitation, planning permission, building permits, work permits and health authority approvals) and comply with all relevant legislation, standards or requirements in relation to the provision of the Services at the Site, in all cases before the date on which the provision of the Services is to commence; and
j) effect and maintain appropriate insurance in an adequate amount with respect to all possible risks which may arise (i) in connection with the deployment of any person engaged by Us to perform the Services at the Site and (ii) in connection with the storage of the Goods and our tools and equipment at the Site and shall, at our request, provide such evidence of such insurance as We may reasonably require.
8.2 Unless otherwise agreed and without limitation, We shall not be responsible for:-
(a) loss or damage to items left at the Site by You which could have removed or secured; and
(b) any damage to wood, pipes, wires, glass, carpet or other materials at the Site (You being responsible for informing Us of any unusual layout or construction of the Site or its parts).
8.3 Without prejudice to Condition 8.1, prior to performance of the Services, You shall remove from the Site any item that could pose an obstacle to the performance of the Services. You shall incur additional charges if We have to remove, dismantle and/or dispose of any item at the Site. Without limitation, You acknowledge that no cleanup work will be carried out by Us and that any waste material arising from the performance of the Services shall be removed by You at Your cost. If We discover or are notified of, before or during the performance of the Services, any problem at the Site which materially affects Our ability to perform the Services in accordance with Our standards at the price quoted, We shall be free to vary the price, notwithstanding that the problem may have existed prior to acceptance of Your order or may have arisen subsequently. Without limitation, any additional costs caused by any delay in the performance of the Services, or any suspension of performance, at the Site (for reasons beyond the control of Us) e.g. industrial action, shall be treated as a variation to the Customer’s original order and You shall be liable for any such additional costs.
8.4 If Our performance of obligations under the Contract is prevented or delayed by any act or omission by You, Your agents, subcontractors, consultants or employees, We shall not be liable for any costs, charges or losses sustained or incurred by You arising directly or indirectly from such prevention or delay.
8.5 Without limiting the generality of these Conditions, where We undertake to supply flooring to You, the following special conditions shall apply:
a) You must ensure that any wet trades (including plastering, plumbing and any trades that will increase the humidity level at the Site) are completed prior to delivery of the Goods.
b) You shall be solely responsible for ensuring, prior to delivery, that the Site subfloor has an acceptable moisture content.
c) You shall ensure that the moisture content of the Goods is checked immediately upon delivery with an accurately calibrated moisture meter.
d) Upon delivery of the Goods, You shall ensure that the Goods are stored in conditions which are suitable for preserving the moisture content subsisting in the Goods at the time of delivery and You shall be solely responsible for any change in the moisture content of the Goods due to their storage in unsuitable conditions and for any problems resulting
directly or indirectly therefrom. We reserve the right to have a designated Company representative inspect the flooring and remove samples for technical analysis.
e) In the absence of a Contract for the supply of Services, the installation or fitting of the Goods shall be the sole responsibility of You. We shall not be liable to You for any advice or guidelines given to You directly or indirectly related to installation or fitting, nor for any arrangement made by You for installation or fitting, whether any contractor or system was recommended by Us or not.
8.6 You must give Us during office hours at least 24 hours’ notice, in writing of cancellation or postponement for any contract for services. If You cancel with less than 24 hours’ notice, You may be charged for a day’s labour in accordance with our scale of charges at the time the order was confirmed.
8.7 In the event that a job has overrun, We reserve the right to reschedule dates for any contract of services with You and We will advise you in writing at least 24 hours in advance during office hours.

9.RESTORATION WORKS
9.1 Any repairs required to an existing floor will be agreed prior to commencement and confirmed in our quotation. In the event of any unforeseeable repairs work will cease and a quotation will be provided for the additional works. On approval of our quotation work will commence. If you do not agree to our quotation we reserve the right to refund your money subject to charges incurred for any time spent on site and for any materials used on site.

10. ORDERS FOR EXPORT
We provide goods ex works for export and this is subject to an administration fee that is payable for preparing the required paperwork.

11. TERMINATION
11.1 In the event of You becoming bankrupt or a business goes into liquidation other than for the purpose of a scheme of reconstruction or amalgamation or carrying on its business under an administrator, receiver, manager or liquidator for the benefit of its creditors or any of them We may by notice in writing terminate the Contract forthwith.
11.2 In event of termination under this contract We shall be entitled to be paid all outstanding sums in respect of products delivered to You as at the date of termination, together with any expenditure reasonably incurred by Us in the expectation of the performance of or in consequence of the termination of the contract and loss of profit on the Contract including the difference between the total price to be paid on termination and the contract price. All outstanding sums in respect of Products delivered to You shall become immediately due.

12. RISK & TITLE
12.1 You do not own the Products until We have received payment in full (in cash or cleared funds) for the Products and all other sums that are due to Us from You.
12.2 The Products will be Your responsibility from the arrival of the Products at the delivery location (for the avoidance of doubt, prior to unloading) or Deemed Delivery.

13. CLAIMS, SPECIAL CONDITIONS, & DISPUTE RESOLUTION
This clause 13 only applies if You are a Business Customer
13.1 In the event of dispute between You and Us the following will apply:-
a) You cannot withhold payment from Us whilst the dispute is being resolved, and
b) either party to the Contract can serve notice of a dispute, and
c) unless the dispute is resolved within 7 days from submission of notice of dispute then the complaining party can serve notice of referral.
13.2 Upon receipt of notice of referral either party can apply to the Centre for Dispute Resolution to appoint a mediator to act to resolve the dispute.
13.3 The mediator will give directions on how the matter is to be resolved.
13.4 The decision of the mediator on sums due to either party up to the maximum of the contract value shall be binding on the parties in the interim but either party can pursue the matter through the courts if required.
13.5 We are entitled in full and final settlement to return any deposit paid if it transpires We are unable to source a product due to be supplied under the terms of the Contract. We will use Our reasonable endeavours to source the Products to the best available standard within time constraints.
13.6 Nothing in these Terms shall prevent Us from commencing or continuing court proceedings in relation to any non-payment or late payment of any monies owing to Us by You.

14. PRICE OF PRODUCTS AND DELIVERY CHARGES
14.1 The prices of the Products will be as quoted by Us to You in a written quotation. We take all reasonable care to ensure that the prices of Products are correct at the time when the relevant information was entered onto the system or provided to You. The price on the quotation is valid for 30 days from the date of the quotation. In the event that there is a typing error regarding the prices on the quotation, We will supply You with a new quotation.
14.2 Prices for our Products may change from time to time, and We may, by giving notice to You at any time up to 5 Business Days before Delivery, increase the price of the Product to reflect any increase in the cost of the Products that is due to:
a) any factor beyond Our control including but not limited to:
i) foreign exchange fluctuations;
ii) increases in taxes and duties; and
iii) increase in labour, material or other manufacturing costs;
b) any request by You to change the Delivery Date, quantities or types of Products ordered, or any specification;
c) any delay caused by any of Your instructions or Your failure to provide Us with adequate or accurate information or instructions.
14.3 The price of the Products shall be exclusive of any value added tax (“VAT”) and all costs or charges in relation to packaging, loading, unloading, carriage and insurance (“Additional Payments”), all of which amount You shall pay in addition when You are due to pay for the Products.
14.5 The price of the Products does not include delivery charges. Our delivery charges are as quoted or are available on request.

15. PAYMENT
15.1 You can pay for the Products in cash or by making a direct bank transfer into Our account, by using a debit or any credit cards we currently accept.
15.2 Payment for the Product and all applicable delivery charges and Additional Payments must be paid in full prior to delivery or collection. Payment terms will be set out in writing to You on our quotation.
15.3 All payments for the supply of materials are non-refundable and We do not offer refunds on goods ordered or purchased that are no longer required.

16. RIGHT OF RETURN AND REFUND
16.1 If You are a consumer and have purchased any items over the internet or phone or away from our premises, subject to clause 16.2, You have a legal right to cancel a
Contract under the Consumer Contracts Regulations 2014 during the period set out below in clause 16.3. This means that during the relevant period if You change Your mind or for any other reason You decide You do not want to keep the Products, You can notify Us of Your decision to cancel the Contract and receive a refund.
16.3 If you are a consumer, Your legal right to cancel a Contract starts from the date of the Order Confirmation, which is when the Contract between Us is formed and ends 14 days (fourteen days) after you receive the Products. If You cancel a contract for Services, You will be responsible to pay for any Services supplied up to the date of termination. In the event that you cancel a contract for Services, you shall still be liable to pay the costs for all products that You have ordered.
16.4 To cancel a Contract, contact us by email at enquiries@sanson.co.uk. Telephone cancellations must also be confirmed in writing. You may wish to keep a copy of Your cancellation notification for Your own records. If You send Us Your cancellation notice by email or by post, then Your cancellation is effective from the date We receive it from You. If you call Us to notify Us of Your cancellation, then Your cancellation is effective from the date You telephone Us.
16.5 You will receive a full refund of the price You paid for the Products but not any applicable delivery charges You paid for unless You are a consumer and you will be
reimbursed for basic delivery costs. We will process the refund due to You as soon as possible and, in any case, within 30 calendar days of the day on which You gave us notice of cancellation as described in clause 16.4. If You returned the Products to Us because they were faulty or mis-described, please see clause 16.7. If You have returned the Products to Us under this clause 16 because they are faulty or mis-described, You must notify us as set out in clause 19, We will refund the price of defective Products in full, any applicable delivery charges, and any reasonable costs You incur in returning the item to Us.
16.6 We will refund You by the same method You made the payment to Us, for example on the credit card or debit card used by You to pay for the Products, or bank transfer
16.7 If the Products are faulty and were delivered to You:
a) You must return the Products to Us as soon as reasonably practicable. If the Products require collection, We will collect the Products from the address to which they were delivered. We will contact You to arrange a suitable time for collection;
b) unless the Products are faulty or not as described (in this case, see clause 19), You will be responsible for the cost of returning the Products to Us or where relevant, the cost of Us collecting the Products from You;
c) You have a legal obligation to keep the Products in Your possession and to take reasonable care of the Products while they are in Your possession. They must be stored in the correct ambient conditions.
16.8 As a consumer, You will always have legal rights in relation to Products that are faulty or not as described. These legal rights are not affected by the returns policy in this clause 16 or these Terms.

17. MANUFACTURER GUARANTEES
17.1 Some of the Products we sell to You may come with a manufacturer’s guarantee. For details of the applicable terms and conditions, please refer to the manufacturer’s guarantee provided with the Products.
17.2 If you are a Consumer, a manufacturer’s guarantee is in addition to your legal rights in relation to the Products that are faulty or not as described.

18. ACCEPTANCE AND DEFECTIVE PRODUCTS
18.1 Without prejudice to a Consumer’s right to cancel the Contract under clause 16 of the Terms, You may reject any defective Products delivered to You provided that:
a) notice of rejection is given to Us within 24 hours of delivery:
i) in the case of defect that is apparent on normal visual inspection, (including but not limited to where the incorrect Products have been supplied), this must be reported to Us within 24 hours of arrival at the Delivery Location and the floor must not be installed.
ii) in the case of a latent defect, within reasonable time of the latent defect having become apparent;
b) We are given reasonable opportunity to examine the Products and You (if asked to do so by Us) return the Products to Our place of business or such other location as We request (and in the case of business Customer at Your cost); and
18.2 If You fail to give notice of rejection in accordance with clause 18.1, You shall be deemed to have accepted the Products.
18.3 We shall not be liable for the Products’ failure in any of the following events:
a) You make any further use of such Products after giving notice in accordance with clause 18.1;
b) the Products differ from their description or the Specification as a result of changes made to ensure they comply with applicable statutory or regulatory requirements.
18.4 Subject to clause 18.1 and 18.3, if You reject Products under clause 18.1 then We may elect to:
a) repair or replace the rejected Products; or
b) refund the price of the rejected Products in full.
18.5 Once We have complied with Our obligations under clause 18.4, We shall have no further liability to You in respect of the rejected Products’ failure to comply with clause 18.1
18.6 The terms of the Contract shall apply to any repaired or replacement Products supplied by Us.
MOISTURE, MOVEMENT & UNDER FLOOR HEATING
19.1 Heating pipes can cause localised shrinkage.
19.4 Under floor heating can cause problems with flooring. We must be informed of its existence and provided with any relevant technical information to ensure the floor can be installed and is installed in accordance with the manufacturers conditions.
19.5 Under floor heating systems should be fully commissioned, tested and run for two weeks before a floor is installed. Room stats and floor probes should be installed to ensure the floor surface temperature never exceeds 27ºC. The water temperature in the pipes (flow rate) must never exceed 45ºC. Before and during installation the temperature should be turned down to 15 ºC and once the floor has been installed the temperature should be increased/decreased by 3ºC/day to minimise drastic changes in temperature which may cause shrinkage.
19.6 Always ensure the under-floor heating system is off when the floor is fully covered with floor protection.

20. OUR LIABILITY IF YOU ARE A CONSUMER
20.1 If We fail to comply with these Terms, We are responsible for loss or damage You suffer that is a foreseeable result of Our breach of these Terms or Our negligence, but We are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if they were an obvious consequence of Our breach or if they were contemplated by You and Us at the time We entered into the Contract.
CLAUSES 20.2 TO 20.6 APPLIES TO BOTH CONSUMER AND BUSINESS CUSTOMERS
20.2 We have no liability to You for any loss or damage You suffer that arises as a result of Us following any drawing, design, instruction or specification provided by You.
20.3 Nothing in these Terms limit or exclude Our liability for:
a) death or personal injury caused by Our negligence;
b) fraud or fraudulent misrepresentation;
c) breach of the terms implied by section 12 of the Sale of Goods Act 1979 (title and quiet possession); or
d) defective products under the Consumer Protection Act 1987.
20.4 Subject to clause 20.2, we will under no circumstances whatsoever be liable to You, whether in contract, tort (including negligence), breach of statutory duty, restitution or otherwise, arising under or in connection with the Contract for:
a) any loss of profits, sales, business, or revenue;
b) loss or corruption of data, information or software;
c) loss of business opportunity;
d) loss of anticipated savings;
e) loss of goodwill; or
f) any indirect or consequential loss.
20.5 Subject to clause 21.3 and clause 21.4, Our liability to You in respect of all other losses arising under or in connection with the Contract, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, shall in no circumstances exceed three times the price of the Products to which the liability relates.
20.6 Except as expressly stated in these Terms, we do not give any representation, warranties or undertakings in relation to the Products. Any representation, condition or
warranty which might be implied or unincorporated in these Terms by statute, common law or otherwise is excluded to the fullest extent permitted by law. In particular, We will not be responsible for ensuring that the Products are suitable for Your purposes, where the Products are to be used for a purpose other than the purpose for which they are commonly supplied.

21. ASSIGNMENT
21.1 We may transfer Our rights and obligations under these Terms to another organisation, and We will always notify you in writing if this happens, but this will not affect Your rights or Our obligations under these Terms.
21.2 If You are a Business Customer, You shall not be entitled to assign Your rights or obligations under the Contract or any part of it without Our prior written consent.

22. EVENTS OUTSIDE OUR CONTROL
22.1 We will not be liable or responsible for any failure to perform, or delay in performance of, any of Our obligations under a Contract that is caused by an Event Outside Our Control. An Event Outside Our Control is defined below in clause 22.2.
22.2 Any “Event Outside Our Control” means any act or event beyond Our reasonable control, including without limitation strikes, lock-outs or other industrial action by third parties, civil commotion, riot, invasion, terrorist attack or threat of terrorist attack, war (whether declared or not) or threat or preparation of war, fire, explosion, storm, flood, earthquake, subsidence, epidemic or other natural disaster, or failure of public or private telecommunications networks or impossibility of the use of railways, shipping, aircraft, motor transport or other means of public or private transport.
22.3 If an Event Outside Our Control takes place that affects the performance of Our obligations under a Contract:
a) We will contact You as soon as reasonably possible to notify You; and
b) Our obligations under a Contract will be suspended and the time for performance of Our obligations will be extended for the duration of the Event Outside Our Control. Where the Event Outside Our Control affects Our delivery of Products to You, We will arrange a new delivery date with You after the Event Outside Our Control is over.
22.4 You may cancel the Contract if an Event Outside Our Control takes place and continues for more than 6 weeks and You no longer wish Us to provide the Products.

23. COMMUNCIATIONS BETWEEN US
23.1 When we refer, in these Terms, to “in writing”, this will include email.
Clauses 23.2 and 23.3 only apply if You are a Consumer.
23.2 a) To cancel a Contract in accordance with your legal right to do so as set out in clauses 16 and 22.4, please see clause 16.4 for details of how to do so.
b) If You wish to contact Us in writing for any other reason, You can send this to Us by email. You can always contact Us by telephone on 01892 861 160.
23.3 If We have to contact You or give You notice in writing, We will do so by email or by pre-paid post to the email address and/or postal address You provide to Us in Your Order. This clause 23.4 only applies if You are a Business Customer.
23.4 If You are a Business Customer, please note that any notice given by You to Us, or by Us to You, will be deemed received and properly served immediately when posted on our site, 24 hours after an email is sent (provided always that it is sent to the correct address, You do not recall the message or receive notification of non-delivery), or three days after the date of posting of any letter to our registered address and received by a company representative. If You serve notice from an International Delivery Destination by airmail,
We will be deemed to have received it eight (8) days after it was posted. In proving the service of any notice, it will be sufficient to prove, in the case of a letter, that such letter was properly addressed, stamped and placed in the post (including in the case of airmail) and, in the case of an email, that such email was sent to the correct specified email address of the intended recipient and not recalled, or a message of non-delivery received. We shall acknowledge safe receipt of the notice given by You, by either email or telephone call within 24 hours of receiving the notice during working hours. In the event that You do not receive an email or telephone call from Us within the specified time period, You are required to contact us to establish if the notice has been received by Us. The provisions of this clause shall not apply to the service of any proceedings or other documents in any legal action.

24. OTHER IMPORTANT TERMS
24.1 This Contract is between You and Us. No other person shall have any rights to enforce any of its terms, whether under the Contracts (Rights of Third Parties Act) 1999 or otherwise.
24.2 Each of the paragraphs of these Terms operates separately. If any court or relevant authority decides that any of them are unlawful or unenforceable, the remaining
paragraphs will remain in full force and effect.
24.3 These Terms are governed by English law. You and We both agree that the courts of England and Wales will have exclusive jurisdiction.

March 2026