Terms & Conditions
PLEASE READ THESE TERMS & CONDITIONS CAREFULLY
www.exquisiteresin.co.uk is a trading name of Exquisite Resin Ltd. ‘The company ‘we’, ‘us’ and ‘our’ means Exquisite Resin Ltd. ‘You’, ‘the client’, ‘the customer’, ‘your’ means the person who requested our services and enters into this contract. By using our services you are agreeing to be bound by the following terms and conditions. If you do not agree with any of these terms you should not continue with our services.
Exquisite Resin Ltd aims to provide a first-class service to all of its customers. By using the services of Exquisite Resin Ltd, converting an estimate sent to you by us, partially or fully paying an invoice sent by us you are entering into a contract with us.
We may at any time make changes to these terms and conditions and you should therefore periodically visit this page to review the current terms to which you are bound. These are the terms and conditions, which apply to all purchases from us and shall apply as the binding and entire Contract between the Company and the Customer and are to be read in conjunction with the particulars of any estimation/quotation documentation. Nothing in these terms and conditions seeks to limit a consumer’s statutory rights under the Consumer Rights Act 2015 or any right to cancellation under the Consumer Contracts Regulations 2013.
Estimates, Acceptance, Orders and Invoices
Estimates: Exquisite Resin Ltd provides all formal estimates and quotations for products, materials, and our services via email only. Estimates are prepared as a guide and are subject to change. Some floor preparation and floor installations may require unforeseen works/materials. Such works/materials will incur additional costs, which you will be notified of before we commence with any work not initially quoted for. We will then prepare and email you an additional estimate/quotation. No such additional works will be carried out without your prior agreement, accepting the estimate sent to you, and payment is made in full.
Acceptance: You should only press accept on your estimate if you are ready to immediately proceed with your order. Upon accepting an estimate/quote sent to you by us it will automatically convert to an invoice. The invoice will display the company’s bank account details, allowing you to make payment. The converting and or acceptance of the estimate/quote, electronically or by any other means signifies a full acceptance and commitment to be bound by these terms and conditions which shall apply between us, Exquiste Resin Ltd and “you” The Customer who shall be the party accepting our estimate or quotation or placing an order with us. If you cancel your order after accepting the estimate you will be charged 5% of the invoice. No terms or conditions stipulated or referred to by the Customer in any form whatsoever shall in any respect vary or add to these terms and conditions unless otherwise agreed by the Company in writing.
Payment Terms: We cannot place orders for flooring, materials or hold any dates in the diary until we have received cleared funds in full unless otherwise agreed. The Company may at its absolute discretion grant to the customer a 3 stage payment structure where 50% is paid as deposit, 25% paid upon the agreed date for delivery of products and materials, and remaining 25% plus any outstanding balance or any chosen extras to be paid on the start of second day (design coat phase) to complete the fitting of the floor. This is usually granted to repeat customer or those that have passed our credit checks. All goods remain the property of Exquisite Resin Ltd until paid for in full.
Invoices: If you fail to pay us on the agreed date or day of completion we may;
1) Charge you interest at the rate set under S.6 of the Late Payment of Commercial Debts (Interest) Act 1999.
a. Calculated (on a daily basis) from the date of our invoice until payment.
b. Compounded on the first day of each month.
c. Before and after judgment (unless a court orders otherwise).
Claim fixed sum compensation from you under S.5A of that Act to cover our credit control overhead cost.
Recover (under clause 5.8) the cost of taking legal action to make you pay.
In the event that Exquisite Resin Ltd cannot recover any outstanding amount after 30 working days beyond the due date, we may employ the services of a debt collection agency. In the event that the Debt Collection Agency is unsuccessful at recovering the debt, Exquisite Resin Ltd may pursue the debt by issuing you with a County Court Summons.
The agreed final quote represents a written contract for the exact work to be completed at the price quoted.
• Any agreement made verbally is not covered by the contract unless it has been written into said contract.
• The agreement is made between Exquisite Resin Ltd and the client. The client is identified as the person who requested our estimate/quotation.
• Exquisite Resin Ltd will not enter into any dialogue, accept any requests or communicate in any way with anyone other than the client – except where the client has provided written permission that allows them to do so.
• Please check your quotation carefully.
Cancellations: Orders & Fitting Dates
Cancellation: In the event of cancellation/rescheduling of any works by the client, due to client/contractor’s works, the client agrees to notify us in writing or by email 1 week before the project start date. Once a deposit is made all cancellations will incur a £250 admin fee which will be deducted from any returned funds. If the customer elects to cancel our services after we have begun work the customer agrees to pay the deposit plus materials and labour for the work undertaken plus cancellation fees. Any other materials that have been purchased may be refunded less a 30% re-stocking fee.
Fitting Dates: Exquisite Resin Ltd reserves the right to levy a surcharge of £225 per man per day if the client changes an installation date within seven days of the agreed date for any reason including illness and any COVID-19 circumstances. If you wish to change your fitting date contact your account manager as soon as possible on email to firstname.lastname@example.org
Orders: You can cancel and return your order if it is a stock product up to 14 days after your order has been delivered. Bespoke products and orders cannot be returned or cancelled once manufactured. Flooring and materials can only be returned with the prior agreement of an account manager and will be subject to a 30% restocking fee. Goods being returned shall only be accepted if in a perfect re-sellable condition. Funds will be returned once we return any flooring or materials to our supplier/s and the supplier has refunded us the outstanding balance
Carpets: cut lengths of carpet or bespoke flooring cannot be returned under any circumstances. We CANNOT cancel any carpet that has been cut to size nor can you return it. Orders cancelled after carpets have been cut will incur the cost of the carpet. If you wish to cancel your order please contact your account manager as possible on email to email@example.com
Delivery: Delivery drivers may not enter private residences or commercial properties due to insurance guidelines. However, most of our drivers will be happy to assist with bringing the flooring inside your property but we will not accept any responsibility for any damage caused to the flooring, furniture, or within the property. Please thoroughly inspect your order is correct and corresponds with your invoice.
Pre installation: On the agreed installation day please have the room cleared of all furniture, electrical items, and belongings, existing carpet and flooring are to be removed, skirting boards removed (or extra charges may apply). If the room/s has not been cleared and completely empty your project will be cancelled and incur cancellation fees of £225 per man per day.
Our fitters are not liable for any damage that occurred if they are required to remove skirting, architraves, kitchen plinths, white goods, doors or move items out of the way in order to inspect or prepare your floor, remove old flooring or install new flooring. If you require movement of items this is at your own risk.
Our fitters cannot and will not be able to work in the same room/area/zone as other tradesmen. It is your responsibility to ensure that no other trades are working in the areas that your floor will be installed or require access to these areas or through these areas.
To complete your installation please ensure that there is electricity, lighting and heating within your property and especially in the area/s where your new flooring will be installed. When preparing your subfloor and installing flooring we require a constant temperature between 18 – 22oC . It is your responsibility to ensure that there is sufficient electricity, lighting and heating within your property. If your property does not have sufficient light, electricity then your project may have to be cancelled and incur cancellation fees of £225 per man per day.
Fixtures & Door Easing: If we are required to raise the level of your subfloor by means of overlaying floorboards with ply or screeding, kitchen fixtures, plinths and white goods and both internal and external doors may require adjusting or easing you may require a specialist to make adjustments and therefore we are not liable for any additional costs incurred.
If you require us to remove skirting boards this can damage walls that the skirting is fixed to causing cracks, plaster to come loose and fall off. If so this may require a plasterer or decorator to address and will incur additional costs. We will take as much care as possible to prevent this as much as possible. Where possible and if required we will seal perimeters (with caulk or sealant) where skirting boards fix to the all. However, if the walls are not flat and run out more than 3mm then we will not be able to seal the perimeter. A decorator will be required to fill and caulk. We do not offer a decorating service and you the customer will have to arrange this.
Customer’s Property and Furniture
It is the responsibility of the client:
• To remove valuable and/or fragile items from the areas to where we will be working, the route taken to that area and the room/s where the floors flooring will be fitted.
• To remove pictures and other wall-hangings.
• To remove all electrical goods.
• To cover anything and everything that needs protection unless it can be removed.
Assistance can be provided with the repositioning and/or removal of bulky furniture items and white goods but will incur an additional charge. This should be arranged prior to the day of fitting. Failing to do so may require postponement of fitting and incur cancellation costs. We reserve the right to decline to move white goods if the condition or position of the plumbing may incur a higher than normal risk of damage to the equipment or the property. We reserve the right to decline to move particularly heavy or bulky items if they present a higher than accepted health and safety risk. Where items cannot be covered or protected, but could easily have been removed, we will request that they are removed before work commences. We cannot be held liable for damage to such items if they are not removed.
Subfloor Preparation works
Surface Damp Proof Membrane (DPM)
Rapid DPM – For use when there is evidence of a ground DPM with up to 90%RH
Epoxy DPM – For use up to 95%RH
Standard Floorboards / Tongue and Groove Floorboards should be well-secured and loose boards firmly secured whilst worn or broken boards should be replaced. We do not undertake any work requiring us to secure or replace floorboards. This work should be carried out by your own joiner.
It is the responsibility of the customer to ensure that there are no plumbing works or electrical wiring attached to the underneath the floorboards. Plumbing and electrical wiring should be installed as per industry standards and guidelines. When fixing plywood to subfloors we use fixings ranging from 19-25mm. We will not be held responsible for any plumbing works or electrical wiring damaged caused by our fixings.
When fixing plywood to existing floorboards 6mm ply will follow the contours of the subfloor and may not be level. If LVT flooring is to be installed without screeding then there may be a visible wave effect, ridges and bumps after the floor has been installed. We highly recommend screeding over plyboard before installation of LVT’s for a superior finish.
The plywood sheet should be laid in sheet sizes not exceeding 2440 x 1220 mm, and fixed using ring shank nails, screws, or twisted shanks. Each sheet should be fixed every 100 mm around the perimeter of each sheet, 12mm from the edge and the internal fixings should be at least every150mm. Joint lines should be staggered, and every effort made to prevent the coincidence of joints in the sheets and the timber base.
Screeding – Smoothing compound
Latex screed provides a smoothing compound that follows the contours of the subfloor; it is not a levelling compound. We recommend that subfloors consisting of sand/cement screed should always be prepared with a minimum 3mm latex.
Maximum Permissible Departure from a 2m Straight Edge (mm)
SR1 3mm High standard floors, for special use
SR2 5mm Normal standard floors, for use in commercial and industrial buildings
SR3 10mm Utility standard floors, where surface regularity is less critical
The departure from datum can usually go up to +/-15 mm for large rooms
Floor Installation: You will be provided with a timescale for the works carried out by us. However, unforeseen circumstances may cause your project to run longer than initially planned. We will endeavor to complete as physically as possible.
Excess Waste: We do not take away or remove any waste from your property. Any excess waste will be bagged and left respectfully.
Installation Guarantee: The Company guarantees that the Services provided by us shall be free from any and all defects for a period of 24 months following completion of the Job. If any defects in the Services appear due to no fault of the Customer during the guarantee period we will address any issues ASAP.
Product Warranty: Exquisite Resin Ltd guarantees our work for 24 months after the floor has been installed. NB misuse of the floor can void your warranty. Issues arising due to moisture, building faults or incorrect after-care are not covered by your warranty. We recommend reading the manufacturer’s aftercare guides and the guides on our website or that will be sent to you upon completion of your floor installation.
Completion of the Project – Sign Off
The client must make themselves or a representative available on the last day of the project for consultation and final sign-off for the project. Without customer attendance, the client accepts that the project has been completed to satisfaction and payment in full is due. For out-of-UK clients, in the event that the client or a representative of the client is unavailable to check the work, the client will be allowed 10 days to confirm that the job has been completed to their satisfaction.
Scrapes, scratches, damage. Carpets are long, heavy, and awkward to maneuver especially upstairs. The client should expect some scratches to the walls, skirting boards, home decor, or banisters when lifting these items and fitting any type of flooring and we will not carry out any redecoration afterward. The responsibility for this rests with the client and they should be prepared for touch-ups. New paintwork and wallpaper are especially vulnerable and should be allowed to fully dry. A minimum of two weeks is recommended.
In the event of breakage or damage to the property Exquisite Resin Ltd will notify the client immediately and set out steps to remedy the situation. Similarly, if at the end of the job the client is dissatisfied with any aspect of the service, they must inform us as soon as possible. Clients must allow Exquisite Resin Ltd to effect a remedy using our own tradespeople and under no circumstances will we be held liable for the costs of reparations by third parties that we have not expressly agreed to in writing. The client must notify us in writing within 24 hours of an alleged breakage or damage caused by our employees.
SNAGGING Don’t worry If you do not notice any issues when inspecting your floor on the day of completion. Any issues that you notice after completion will still be covered for free by us. However, do note that your remaining balance is still due on the day of completion. Once the outstanding balance has been settled we will then arrange to address any snags at the earliest opportunity. Any late payments are liable to interest.
Complaints and disputes resolution procedure
Exquisite Resin Ltd is committed to ensuring that our customers are satisfied with our service. If for any reason you are not, you must follow our complaints procedure as set out below:
- You must put your complaint in writing and send via email to firstname.lastname@example.org, addressing it to the Customer Service Department.
Please provide as much detail as you can. If your complaint is about a service that we have provided to you, your correspondence should contain your account number, your order number and a full breakdown of the specific complaint, including the name of the person whom you spoke to first and, for quoted work, a copy of the quote and a list of items that you feel have not been provided to your satisfaction.
- After receiving your written complaint, the Customer Service Department will undertake an investigation. The result of this investigation will be communicated to you in writing, within 28 days of us receiving your letter.
Where we cannot resolve any complaints using our own complaints procedure, we will use the Dispute Resolution Ombudsman for dispute resolution. In the unlikely event of a complaint arising and you wish to refer the complaint to them please contact 0333 241 3209 or via www.disputeresolutionombudsman.org
If your complaint is about a service that we have provided to you, you must:
• Provide us with such evidence as is necessary to support your complaint.
• Not publish any material whatsoever which makes or infers reference to Exquisite Resin Ltd or any member of staff working for or on behalf of Exquisite Resin Ltd anywhere whether in print or electronic formats, such as internet forums and review websites until such time as your complaint has been through the above process in full.
All complaints MUST be sent via email to email@example.com
Exquisite Resin Ltd.
20-22 Wenlock Road, London, N1 7GU
Company Reg. number: 14039827