COUCH FLOORING LIMITED

TERMS AND CONDITIONS OF SALE AND INSTALLATION

Effective Date: February 2026

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1. ABOUT US

Couch Flooring Limited (“Company”, “we”, “us”, “our”)

Company Number: 12075704

VAT Number: 327274694

Registered Office:

Unit 1 Clear Space Business Units

Bude/Stratton Business Park

Bude, Cornwall, EX23 8LY

Showrooms:

Bude and Wadebridge, Cornwall

Email: hello@couchflooring.co.uk

Website: www.couchflooring.co.uk

These Terms apply to all domestic and commercial customers unless superseded by a separate written contract.

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2. DEFINITIONS

In these Terms:

“Customer”, “you”, “your” means the person or organisation placing the Order.

“Goods” means all flooring, materials, accessories and products supplied.

“Services” means all measuring, estimating, delivery, preparation and installation services.

“Order” means the quotation, estimate, or agreement accepted by the Customer.

“Completion” means the point at which installation is finished and the flooring is fit for normal use.

“Terms” means these Terms and Conditions.

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3. FORMATION OF CONTRACT

3.1 These Terms apply to all Orders.

3.2 A contract is formed when the Customer:

• accepts our estimate; or

• pays the deposit; or

• instructs us to proceed

3.3 Payment of the deposit confirms acceptance of these Terms.

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4. DEPOSIT AND PAYMENT TERMS

4.1 A 60% deposit is required before materials are ordered or installation scheduled.

4.2 The remaining 40% balance is due immediately upon Completion.

4.3 Completion occurs when installation is finished and the flooring is fit for use, regardless of minor snagging or cosmetic matters.

4.4 Use of the flooring constitutes acceptance of the Goods and Services.

4.5 Payment must not be withheld due to minor cosmetic issues, shading, joins, or natural product characteristics.

4.6 All payments must be made without deduction, withholding or set-off unless required by law.

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5. FAILURE TO PAY

5.1 If payment is not made when due, we reserve the right to:

• charge interest at 8% above Bank of England base rate

• recover all legal, debt recovery and administrative costs

• suspend ongoing or future work

• cancel warranties

• recover unpaid Goods

• pursue legal proceedings

5.2 The Customer shall be liable for all recovery costs incurred.

 

6. OWNERSHIP OF GOODS

6.1 Goods remain the property of Couch Flooring Limited until paid in full.

6.2 We reserve the right to recover unpaid Goods, including installed flooring.

6.3 We reserve the right to enter the Customer’s premises at reasonable times and upon reasonable notice to recover unpaid Goods.

6.4 Risk in the Goods passes to the Customer upon delivery.

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7. DELIVERY, COLLECTION AND RISK

7.1 Delivery dates are estimates only and are not guaranteed.

7.2 We shall not be liable for delays caused by manufacturers, suppliers, transport providers, or events beyond our control.

7.3 Delivery is deemed complete when Goods arrive at the Customer’s premises or are collected.

7.4 Risk passes to the Customer upon delivery or collection.

7.5 If delivery cannot be completed due to Customer unavailability or site readiness, additional charges may apply.

7.6 Where Goods are delivered before installation, the Customer is responsible for safe and suitable storage.

7.7 We accept no liability for damage occurring after delivery where Goods are stored at the Customer’s premises.

7.8 Any damage, shortages or defects must be reported within 48 hours of delivery.

 

8. INSTALLATION DATES AND SCHEDULING

8.1 Installation dates are estimates only.

8.2 Installation dates may change due to:

• delays by other trades

• supplier delays

• site readiness

• project overruns

• unforeseen technical requirements

8.3 Flooring installation is typically carried out alongside other trades and scheduling remains dynamic.

8.4 Changes to installation dates do not constitute breach of contract.

 

9. CUSTOMER RESPONSIBILITIES AND SITE READINESS

9.1 The Customer must ensure safe and clear access.

9.2 The site must be ready for installation.

9.3 Furniture and personal belongings must be removed unless agreed otherwise.

9.4 Additional charges may apply if installation cannot proceed due to site conditions.

 

10. MOVING FURNITURE AND APPLIANCES

10.1 Appliances will only be moved if agreed in advance.

10.2 Gas appliances will not be moved.

10.3 We accept no liability for damage to appliances, plumbing, pipework, or electrical connections.

10.4 All appliance movement is at the Customer’s risk.

 

11. STORAGE AND CUSTOMER DELAYS

11.1 Storage charges may apply where installation is delayed by the Customer.

11.2 Storage charges may include handling, insurance and warehousing.

 

12. MEASURING AND INSURANCE ESTIMATES

12.1 Insurance measuring services require a £125 upfront fee.

12.2 This fee is deductible from the final invoice if installation proceeds.

 

13. INSTALLATION AND COMPLETION

13.1 Installation will be carried out with reasonable skill and care.

13.2 Minor variations do not constitute defects.

13.3 Completion occurs when flooring is usable.

 

14. VARIATION OF WORKS

14.1 Additional work not included in the original quotation will incur additional charges.

14.2 The Customer’s approval will be obtained before proceeding where reasonably possible.

 

15. CARPETS – JOINS, SHADING AND CHARACTERISTICS

15.1 Carpet joins are standard practice and unavoidable in many installations.

15.2 Joins may be visible and do not constitute defects.

15.3 Shading, pile reversal, flattening and tracking are normal characteristics.

15.4 Samples are indicative only.

 

16. NATURAL FIBRE FLOORING

16.1 Many flooring products supplied by Couch Flooring are manufactured from natural fibres, including but not limited to sisal, seagrass, jute, wool and cotton. Natural fibre materials are inherently variable and may exhibit colour variation, shading, fibre movement, wear patterns, staining, fading and sensitivity to moisture and humidity. 

16.2 Exposure of natural fibre flooring to water, spills, leaks, high humidity, cleaning solutions or other liquids may result in discolouration, staining, shrinkage, fibre damage, odour retention, or dye migration. Such effects are inherent characteristics of natural fibre products and do not constitute defects in the Goods or Services.

16.3 Couch Flooring accepts no liability for damage to natural fibre flooring caused by moisture exposure, spills, leaks, cleaning processes, environmental conditions, or use inconsistent with the inherent properties of the material. 

 

17. STAIR RUNNERS AND BINDING EDGES

17.1 Where stair runners are supplied, they may include sewn binding edges manufactured from natural fibres such as cotton or similar materials. Natural fibre binding materials are subject to wear, abrasion, fading, and potential dye migration over time. 

17.2 Couch Flooring cannot guarantee the colourfastness of cotton or other natural fibre bindings and accepts no liability for colour transfer, bleeding, fading, staining, or marking caused by wear, friction, moisture, spills, leaks, cleaning processes, or environmental conditions. 

17.3 Any dye migration or staining affecting stair runners, binding edges, or adjacent flooring is considered an inherent characteristic of the product and does not constitute a fault in manufacture, supply or installation. 

 

18. WOOD FLOORING

18.1 Wood is a natural material with variation in colour, grain and appearance.

18.2 Such variation is not a defect.

 

19. UNDERFLOOR HEATING

19.1 Customers must notify us of underfloor heating.

19.2 Heating must be properly commissioned prior to installation.

19.3 Manufacturer guidance must be followed.

 

20. SUBFLOOR CONDITIONS

20.1 Subfloor condition may not be fully assessable until existing flooring is removed.

20.2 Additional preparation may be required at additional cost.

 

21. DOOR TRIMMING

Door trimming is not included unless specified.

 

22. UPLIFT AND DISPOSAL

Uplift and disposal are not included unless specified.

 

23. DAMAGE AND REDECORATION

Minor cosmetic damage may occur and redecoration is not included.

 

24. CUSTOMER INSPECTION AND DEFECT REPORTING

24.1 Customers must inspect work within 48 hours.

24.2 Written notification must be provided within 48 hours.

24.3 Failure to notify constitutes acceptance.

24.4 Absence from property does not extend this period.

24.5 We accept no responsibility for property security after Completion.

24.6 We shall not be liable for defects caused by:

• Third parties

• Structural movement

• Misuse

• Normal product characteristics

 

25. WARRANTY

25.1 Installation is guaranteed for 12 months.

25.2 Excludes misuse, wear, structural movement and third-party interference.

 

26. CUSTOMER POSTPONEMENT OR RESCHEDULING

26.1 Once a deposit has been paid and an installation date agreed, the Company will allocate labour, reserve installation time and order materials.

26.2 If the Customer wishes to postpone or reschedule installation, the Customer must provide at least 5 working days’ written notice.

26.3 If sufficient notice is not provided, we reserve the right to charge reasonable costs incurred, including but not limited to:

• Fitter labour costs

• Loss of labour allocation

• Administration costs

• Storage costs

• Rescheduling costs

26.4 If the customer postpones installation with less than 5 working days’ notice, a postponement charge of up to 20% of the total Order value may be applied.

26.5 If the Customer postpones installation with less than 48 hours’ notice, or cancels on the day of installation, we reserve the right to charge up to 40% of the total Order value.

26.6 Repeated postponements may result in additional charges.

26.7 Materials ordered specifically for the Customer cannot be cancelled or refunded.

26.8 Deposits are non-refundable once materials have been ordered.

26.9 We will make reasonable efforts to reschedule installation but cannot guarantee immediate availability. 

 

27. PRODUCT IMAGES AND REPRESENTATION

27.1 Images of Goods on our website, in brochures, social media or on manufacturer websites are provided for illustrative purposes only.

27.2 Whilst we make every effort to ensure accuracy, colours, textures, shading and appearance may vary due to:

• Screen settings

• Lighting conditions

• Manufacturing tolerances

• Natural material variation

• Batch variation

27.3 Samples and displays are intended as a guide only and may not represent the exact appearance of the final installed product.

27.4 Natural and manufactured flooring products may vary in colour, tone, pattern, grain and finish.

27.5 Such variations do not constitute defects.

27.6 The Customer accepts these variations as part of the normal characteristics of flooring products.

 

28. FAULTY GOODS AND STATUTORY RIGHTS

28.1 We will supply Goods that are of satisfactory quality, fit for purpose, and as described, in accordance with the Consumer Rights Act 2015.

28.2 If Goods are faulty, the Customer must notify us in writing within 48 hours of delivery or installation.

28.3 We must be given a reasonable opportunity to inspect the Goods and remedy any verified fault.

28.4 We reserve the right to repair, replace, or refund faulty Goods at our discretion.

28.5 We shall not be liable for defects caused by:

• fair wear and tear

• misuse or neglect

• improper maintenance

• third-party interference

• structural movement

• environmental conditions

28.6 This clause does not affect your statutory rights..

 

29. MANUFACTURER WARRANTIES

29.1 Many Goods supplied carry manufacturer warranties.

29.2 These warranties are provided by the manufacturer, not Couch Flooring Limited.

29.3 Any claims relating to manufacturing defects may be referred to the manufacturer.

29.4 We will provide reasonable assistance with manufacturer warranty claims where appropriate.

29.5 Manufacturer warranties do not cover installation unless explicitly stated.

 

30. LIMITATION OF LIABILITY

30.1 We shall be liable for loss or damage caused by our negligence.

30.2 We shall not be liable for:

• indirect loss

• loss of profit

• business interruption

• consequential loss

30.3 We accept no liability for damage to:

• pipes

• wiring

• underfloor heating

• hidden services

unless their location was clearly disclosed.

30.4 Nothing excludes liability for death or personal injury caused by negligence.

 

31. FORCE MAJEURE

31.1 We shall not be liable for delays caused by events beyond our control, including:

• supplier delays

• weather

• labour shortages

• transport disruption

• acts of God

31.2 Installation dates may be adjusted accordingly.

 

32. CUSTOMER CANCELLATION

32.1 Deposits are non-refundable once materials have been ordered.

32.2 Made-to-measure Goods cannot be cancelled.

32.3 If cancelled after materials ordered, the customer remains liable for all costs incurred.

 

33. COMPANY RIGHT TO CANCEL

33.1 We reserve the right to cancel or withdraw from any contract at our discretion at any time prior to installation.

33.2 If we exercise this right, we will refund any deposit or payments made by the Customer, less any reasonable costs already incurred, including but not limited to:

• Materials already ordered

• Delivery costs

• Storage costs

• Administrative costs

• Survey or preparation work completed

33.3 We reserve the right to cancel a contract immediately if the Customer:

• Behaves abusively, aggressively, or unreasonably

• Fails to cooperate with reasonable requests

• Creates unsafe working conditions

• Repeatedly postpones installation

• Makes continuation of the contract impractical or inappropriate

• Or where we believe continuation may result in dispute, non-payment or risk to our staff or business

33.4 In such circumstances, we will refund any remaining balance of the deposit after deducting costs already incurred.

33.5 We shall have no further liability to the Customer following cancellation under this clause. 

33.6 Any costs incurred shall remain payable.

 

34. DATA PROTECTION

34.1 We will use Customer information to:

• provide Goods and Services

• process payments

• communicate regarding Orders

34.2 We may share information with:

• manufacturers

• installers

• payment providers

only where necessary.

34.3 We will not sell Customer data.

34.4 All data is handled in accordance with UK GDPR.

 

35. RIGHT TO UPDATE TERMS

We reserve the right to update these Terms.

 

36. ENTIRE AGREEMENT

These Terms constitute the entire agreement between the parties and supersede any prior representations, discussions or agreements.

 

37. GOVERNING LAW

These Terms are governed by English law.

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