1. Introduction
Welcome to [Haven Carpets] ("we," "our," or "us"). By accessing or using our website and services, you agree to comply with and be bound by these Terms and Conditions ("Terms"). If you do not agree with these Terms, please do not use our website.

2. Services Provided
We provide carpet supply and fitting services, including delivery, installation, and related services. Our services are subject to availability and may vary depending on client location and project requirements.

2.1 Pricing Estimates
All quotes provided are estimates based on the information available at the time. Final pricing may vary based on actual site conditions, additional labour required, or customer-requested changes. Customers will be notified and must approve any price adjustments before work continues.

3. User Obligations
You agree to provide accurate and complete information during the booking process.
You acknowledge that it is your responsibility to ensure the property is prepared for fitting (e.g., removing furniture, ensuring clear access).
Any delays caused by failure to prepare the property may result in additional charges.

3.1 Health & Safety Compliance
You agree to provide a safe working environment, including securing pets and children during installation, ensuring clear walkways, and removing hazards. Our team reserves the right to pause or refuse work if the site is deemed unsafe.

4. Deposit, Cancellation & Refund Policy
4.1 Deposit Requirement
A 70% deposit of the total order value is required to secure your booking and initiate the procurement of materials.
The deposit must be paid at the time of order confirmation.

4.2 Deposit Refund Policy
Cancellations or rescheduling requests must be made at least 48 hours prior to the scheduled appointment.
The deposit is refundable only if the cancellation is made before any specially ordered materials have been purchased.
If materials have already been ordered or customized for your project, the deposit is non-refundable to cover incurred costs.

4.3 Cancellations After Purchase
Cancellations made after the purchase of materials will not be eligible for a refund.
If installation has already commenced, refunds for services rendered will not be provided.

4.4 Payment of Remaining Balance
The remaining 30% balance is due within 7 calendar days of the completion of the installation or delivery of the service, unless otherwise agreed in writing.
Failure to pay the balance within this period may result in:

• Late payment charges at a rate of 4% per annum above the base lending rate of the Bank of England.

• Suspension of any warranty or aftercare services until full payment is received.

• Potential legal action or recovery of outstanding balances, with any associated costs charged to the customer.

4.5 Consumer Cancellation Rights
For remote bookings (online, telephone), consumers may have a 14-day right to cancel under the Consumer Contracts Regulations 2013. By confirming an order or commencing work within this period, you acknowledge and waive this right for bespoke goods or services started within that timeframe.

5. Limitation of Liability
Our liability for any claims arising from or related to our services is limited to the amount paid by the user for the service in question.
We are not liable for damages caused by pre-existing conditions, third-party materials, or failure to adhere to maintenance guidelines.
We will not be liable for indirect, incidental, or consequential damages, including loss of profits or business.

6. Dispute Resolution
6.1 Informal Negotiations
Parties will attempt to resolve disputes through informal negotiations within 30 days.

6.2 Arbitration
If a dispute cannot be resolved informally, it will be submitted to binding arbitration in accordance with the laws of England and Wales.
The arbitration will take place in a mutually agreed-upon location and the decision of the arbitrator will be final and binding.

7. Intellectual Property Rights
All content, including but not limited to text, images, logos, and designs on this website, is owned by [Haven Carpets] and protected by applicable copyright laws.
Unauthorized use, reproduction, or distribution of our content is strictly prohibited.

8. Privacy Policy
Your use of our services is also governed by our Privacy Policy, which details how we collect, store, and use your personal data in compliance with GDPR.

9. Governing Law & Jurisdiction
These Terms are governed by and interpreted in accordance with the laws of England and Wales. Any disputes arising under these Terms will be subject to the exclusive jurisdiction of the courts of England and Wales.

10. Changes to Terms
We reserve the right to modify these Terms at any time. Changes will be posted on this page and will become effective immediately upon posting. Continued use of our services constitutes acceptance of the revised Terms.

11. Additional Clauses
11.1 Force Majeure
We will not be liable for any failure or delay in performance due to events beyond our control, including but not limited to natural disasters, strikes, supplier disruptions, or government regulations.

11.2 Third-Party Services Disclaimer
We may use third-party suppliers or subcontractors to deliver certain services. We are not liable for the actions, errors, or omissions of these third parties.

11.3 Subcontractor Indemnification
Any subcontractors or third-party suppliers engaged by [Haven Carpets] agree to indemnify and hold harmless [Haven Carpets] from any claims, losses, damages, or liabilities arising from their actions, errors, or omissions. Subcontractors assume full responsibility for ensuring compliance with applicable laws and quality standards in their work.

11.4 Indemnification
You agree to indemnify and hold [Haven Carpets] harmless from any claims, damages, or losses arising from your misuse of our services or breach of these Terms.

11.5 Limited Warranty on Materials
We provide a limited warranty on materials supplied by us for defects, excluding normal wear and tear or misuse.
This warranty does not cover damage caused by improper maintenance, accidents, or modifications made after installation.

11.6 Right to Refuse Service
We reserve the right to refuse service to any customer who breaches these Terms or engages in abusive, fraudulent, or inappropriate behavior.

11.7 Customer Responsibility for Additional Charges
If additional work or modifications are required beyond the original scope due to unforeseen conditions or incorrect information provided by the customer, additional charges may apply.

11.8 Delayed or Failed Payment
Failure to make timely payments may result in suspension or termination of services.
Any outstanding payments may incur interest at a rate of 4% per annum above the base lending rate of the Bank of England until payment is received in full.

11.9 Storage Fees for Unclaimed Materials
If materials are purchased and not claimed or installed within 30 days of the scheduled installation date due to customer delays, a storage fee may be charged. After 60 days, unclaimed materials may be subject to resale or disposal without refund.

11.10 Photographic Evidence & Promotion
We reserve the right to take and use photographs of completed work for promotional and marketing purposes, unless the client specifically requests otherwise in writing.

11.11 Expanded Photographic Consent
Photos may be used for social media, our portfolio, or other marketing materials. Identifying features (e.g., address, people) will not be included unless explicitly agreed.

11.12 Measurement and Specification Accuracy
We rely on the accuracy of measurements and specifications provided by the customer.
If measurements provided by the customer are inaccurate, resulting in incorrect material orders or additional labor, the customer will be responsible for any additional costs incurred to correct the issue.
If we conduct a site survey and identify discrepancies, we reserve the right to adjust the quotation accordingly.

11.13 Delays Due to Customer Action or Inaction
If delays occur due to the customer’s failure to provide access to the property, incomplete preparation of the site, or any other actions or inactions, we reserve the right to:

• Charge for wasted time and rescheduling costs.

• Reschedule the service at the next available date, subject to additional charges.

11.14 Custom Orders and Special Requests
Orders for custom or specially ordered materials are non-refundable after the order has been placed.
Any changes to custom orders requested after the order is placed may incur additional charges and delays.
We are not responsible for delays caused by manufacturers or suppliers for custom orders.

11.15 Unforeseen Structural or Site Conditions
If unforeseen structural issues (e.g., subfloor damage, moisture, or uneven surfaces) are discovered during the installation process that were not visible during the initial assessment, we will notify the customer immediately.
Additional work required to address these issues may incur extra charges, which will be communicated and agreed upon before proceeding.

11.16 Inspection and Acceptance of Work
Upon completion of the work, the customer agrees to inspect the work and notify us of any concerns within 48 hours.
Failure to raise any issues within this period will be considered acceptance of the work and materials provided.
Any defects or issues reported after this period may be subject to additional service fees.

11.17 Waste Disposal and Site Clean-Up
Basic clean-up and waste disposal will be carried out following installation.
If the customer requires additional waste removal or specialized disposal services (e.g., removal of existing flooring or heavy debris), additional charges may apply.

11.18 Retention of Title Clause
Ownership of materials supplied by [Haven Carpets] remains with us until full payment has been received.
If payment is not received within the agreed timeframe, we reserve the right to reclaim materials or remove installed flooring at our discretion.

11.19 No Guarantee on Third-Party Supplied Materials
If a customer supplies their own materials for installation, we provide no guarantee or warranty on the quality, durability, or performance of those materials.
Any defects, delays, or additional work required due to third-party materials will be the customer’s responsibility.

11.20 Safety and Site Access Compliance
The customer is responsible for ensuring a safe working environment and providing adequate access to the premises.
If the site is deemed unsafe or unfit for work upon arrival, services may be delayed, rescheduled, or refused, and additional costs may apply.

11.21 Payment Default and Legal Recovery
In the event of payment default, the customer will be liable for all collection costs, legal fees, and administrative expenses incurred in the recovery of outstanding amounts.
We reserve the right to pursue legal action for unpaid balances exceeding 30 days from the due date.

11.22 Customer Consent for Digital Communication
By using our services, you consent to receive communications (including quotes, invoices, and updates) via email, SMS, or other digital channels.
You may opt-out of promotional communications at any time by following the unsubscribe instructions provided.

11.23 Modification of Work Scope After Agreement
Any modifications requested by the customer after work has commenced will require a written agreement and may incur additional charges.
We reserve the right to refuse modifications that are deemed unreasonable or unsafe.

11.24 Appointment Time Windows
We aim to arrive within a 2-hour window agreed in advance. Delays caused by traffic or previous job overruns will be communicated as early as possible.