Flooring and carpets in London
We pride ourselves on maintaining the very highest standards, using on the finest materials to create the best floors in London.
PLEASE READ THESE TERMS OF SERVICE CAREFULLY - BY USING THE SERVICES OF OR PURCHASING GOODS FROM CAVENDISH DVERE SERVICES LTD YOU ARE ENTERING INTO A CONTRACT WITH US AND AGREEING TO BE BOUND BY ALL OF THE FOLLOWING TERMS AND CONDITIONS WITHOUT EXCEPTION OR RECOURSE. IF YOU DO NOT AGREE WITH ANY OF THESE TERMS YOU SHOULD NOT ENTER INTO THIS AGREEMENT. PLEASE BE AWARE THAT IF YOU ACCEPT OUR QUOTATION AND PAY YOUR DEPOSIT THEN YOU AGREE TO BE BOUND BY THESE TERMS, THAT WE WILL UPHOLD THEM AND WE WILL ENFORCE THEM. IT IS YOUR RESPONSIBILITY TO READ THEM THOROUHLY.
'CAVENDISH DEVERE is a trading name of CAVENDISH DEVERE SERVICES LIMITED'
'We', 'us' and 'our' means Cavendish deVere Services Ltd Limited. 'You', 'the client', 'the customer', 'your' means the person who requested our services and enters into this contract.
These terms and conditions are governed by English law. By entering into this agreement, you agree that any dispute will resolved exclusively by the English courts. Cavendish deVere Services Ltd may at any time make changes to these terms and conditions and you should therefore periodically visit this page to review the then current terms to which you are bound. 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.
The information contained within this site is checked for accuracy but on occasion an error may occur.
1.2 Our service slots
We allocate 2 hour time slots from Monday to Friday for your visit and these are supplied on a first come, first served basis. Your engineer or trades person can arrive any time between the start of your slot and the end of your slot.
Sometimes it may be necessary to re-schedule an appointment due to factors beyond our control. If it is necessary to do this, we will attempt telephone you to try to re-schedule another appointment as soon as reasonably possible at a mutually convenient time.
For weekend appointments or appointments after 6pm we offer the measurement service which £120 + VAT and refundable should you decide to go ahead with the quote. You will receive an open quote with all measurements in this instance that can be used to obtain a quote elsewhere.
1.3 Missed Appointments
If you are unable to keep a service appointment please contact us to re-book the appointment at least 24 hours before the appointment is due to take place on 0203 540 7272. Your call and the time of that call is registered. If you are not there for your alloted appointment time and you have not contacted us then we will send you an invoice for £120 + VAT.
1.4 Warranties on carpets, carpet tiles and stair runners
Our floor fitting services carry a 6 month warranty on labour for materials that we have provided. Many of our items, especially carpets, carry a manufacturer's warranty but if you have any problems with an item that we have supplied please get in touch with us first. We do not supply any labour or fitting warranty for fitting materials that we have not supplied. In the unlikely event that a fault occurs which directly relates to the work we carried out then we will rectify the problem at our cost within the 3 month term of the warranty. 1.5 Warranties on hard floors
We define hard floors as lino, marmoleum, Luxury Vinyl Tiles (LVT), vinyl safety floor, wooden and aminate floors. When fitting these floors it is imperative that we are left to work unimpended (see section 2.9 Continuous work). If there is any dust in the property created by other trades such as (but not limited to) plastering, painting, rubbing down walls, sanding etc. then we will not offer the installation warranty. This is for our protection. Dust is likely to settle on the surfaces, sometimes very hard to see and forms a barrier between the flooring material and the subfloor. Sooner or later the material will 'blow' or come away from the surface. In many cases we are instructed to undertake the flooring work because the client wants to complete the project urgently and we are asked to work with several other trades on site. This is work is undertaken with the acknowledgement from the client that this is solely at the clients own risk.
While the floor can be repaired it will be undertaken only under hourly or daily payment basis.
Any opther installation defect will be covered by a 6 months warranty where if we have failed to install correctly we will return to repair at no charge to the client.
The agreed final quote represents a written contract for the exact work to be completed at the price quoted.
2.2 Scope of quoted work
The quote written by Cavendish deVere Services Ltd for the client represents the requests of the client. It is not a builder's survey and we will not be held liable for any task that is not included in the written quote.
2.3 Electrical power, water and WC facilities
The client will be expected to provide electrical power, running water and toilet facilities where reasonably possible.
Irrespective of any insurance carried by Cavendish deVere Services Ltd Limited, the customer must inform his or her insurer that flooring works are to be carried out on the property and satisfy himself or herself that he / she is adequately covered by insurance. Unless expressly agreed, Cavendish deVere Services Ltd are not liable for the loss of or damage to the works, materials on site or any property of the customer, unless the same is caused by negligence (as defined in the Unfair Contract Terms Act 1977) of, or breach of contract by us.
In the event of cancellation by the client, the client agrees to notify Cavendish deVere Services Ltd in writing or by email 1 week before the project start date.
If the customer elects to cancel our services after we have begun work the customer agrees to pay for any work undertaken. Your deposit is not refundable.
In the event that the conditions agreed to prior to commencement of the project are not met, if the property is not in a condition that will allow us to begin the project or if we do not have unimpeded access to the floor, then we reserve the right to leave site and return when the conditions have been met. In this instance the client accepts liability for that day's payment of labour and any other expenses that might arise from the postponement of the project.
For projects that are scheduled for 3 days or more and where the project has been scheduled more than 14 days in advance we will require 7 days notice to postpone. In the event that this is not given a charge of £600 + VAT per day will be levied.
All necessary materials can and will be provided by us unless otherwise agreed and will always be of high quality and used in an appropriate manner as per the manufacturer's guidelines. Where it is necessary to match existing decor, our work will be carried out with this in mind, using appropriate materials that provide a match where possible. Cavendish deVere Services Ltd Limited is not responsible for the performance or suitability of any materials, parts or products purchased directly by the client and allows Cavendish deVere Services Ltd to use these at their own risk.
2.7 Changes to your quote
Any quote or estimate is subject to revision if there are any changes to the nature or extent of the requested work. This may apply to both labour and materials. However the quote will not be amended without consultation with the client.
2.8 Completion time-scales
Estimated completion times are guidelines and although we will endeavour to complete the work in the time frame intimated, we will not be held liable for failure to complete the scheduled works within the estimated time frame. Similarly, if we finish a project more quickly than estimated the price of the quote will still remain the same.
2.9 Continuous work
Unless expressed and agreed in writing by Cavendish deVere the client agrees that the project will be continuous for its duration and unimpeded by any other trades person. Failure to inform us of either of these events will mean extra charges and time will need to be added at the discretion of the management. Please be aware that working with other trades on site is not an ideal situation for floor laying as everyone needs to use the floor. Most likely, even if agreed by us the project will take longer, damage is likely to occur form other trades and the customer must be aware that this is an impediment to the project making sure that they are in attendance on the final day to review the project (see section 2.16).
2.10 Storage of tools
We may on occasion request that tools be left on site overnight. The client reserves the right to decline such requests.
2.11 Issues with sub-floors and stairs
We are responsible only for the work we have undertaken. We will not be held responsible for the standard of work undertaken by third parties, old or defective workmanship. It is the responsibility of the client to ensure that the sub-floor (the floor which the carpet, plyboard or the screed is attached to) is of sufficient quality to enable us to guarantee the floor we are going to fit on top of it. We will not be held liable for issues that arise from your subfloor unless it has been fitted or replaced by us. We will not be held liable for nor will we repair squeaky sub-floors, stairs or joists. These are structural items and outside the scope of our floor-laying services.
In the event that a project is postponed or even called off because there are sub-floor issues that were not identified at the quote stage, the client agrees to compensate Cavendish deVere by paying the daily rate for any fitters scheduled for the project, any materials used or waste removed or any costs associated. In the event of a cancellation the deposit will retained by Cavendish deVere to cover expenses.
2.12 Damages and sub-standard workmanshipIt is the responsibility of the client:
Assistance can be provided with the repositioning and/or removal of bulky furniture items and white goods, but will incur an additional charge. 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. Nevertheless, sometimes we may assist you to remove these items or move them, however we will not be held liable for damage to such items if they have not been removed prior or if we have helped remove them.
2.13 Scrapes and scratches. Carpets and flooring are sometimes long, heavy and awkward to manoeuvre especially up flights of stairs. The client should expect some minor scratches to the walls, skirting boards, home decor, stairs or bannisters when lifting these items and fitting any type of flooring. We will not carry out any redecoration afterwards nor provide compensation for this. We will make our very best endeavours to ensure that there is as little or no damage but the responsibility for installing new flooring into a property rests with the client, it is often a major undertaking in a confined space and you should be prepared for touch-ups. New paintwork and wallpaper is especially vulnerable and should be allowed to fully dry. A minimum of two weeks is recommended.
Similarly, we will not be held liable for squeaky sub-floors, floorboards, stairs or joists. These are structural items and outside the scope of our floor-laying services. Please employ a qualified specialist to ensure that the subfloor is sound and able to withstand a floor being laid on top of it. Whether squeaks and sounds emanating from floorboards or stairs were present before or after the flooring has been fitted we will accept no liability for them. The integrity of the subfloor is the responsibility of the client.
In the event of breakage or damage to the property Cavendish deVere Services Ltd Limited 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 Cavendish deVere Services Ltd to effect a remedy using our own trades people 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. An accusation without any evidence is an accusation. To make a strong case please send pictures of your areas immediately before the work was carried out so we can cross-reference them with the images we take afterwards.
2.12b Tolerances - Whilst every effort is made to supply and install carpets, nosings, thresholds, wood, vinyl, marmoleum, and all other materials to the correct specification, slight variations are unavoidable. The British standards Institute Tolerance is 1.25% (BS3655:1974). We will endeavour to finish thresholds, nosings and flooring to a minimum of 0.75% where possible. We will almost always get the tolerances for any installation to a higher degree than this, however a line has to be drawn for dimnishing returns on time versus cost and by accepting these terms you must agree to these tolerances.
If you have supplied measurements they will be used to purchase materials. If they are not correct it is your responsibility, we accept no liability for the consequences of them not being correct and you will be liable for any and all extra charges that arise in this event. If you want your measurements checked before materials are ordered you can request a visit from us. There is a £100 inc VAT charge for the measurements service. Please do not assume we will automatically book you in for a visit - it is your responsibility to request a visit if you think that your measurements are not correct.
2.15 Cable and wires
We accept no liability for damage or braking any wires and cables running surface, under floors or behind skirting boards. Any work undertaken is at the owner's risk.
2.16 Completion of the project
The client must be in attendance on the last day of the project to go over the project and ensure it has been completed. This is for the client's benefit. If the client cannot be available then they must appoint a representative able to make binding decisions on the client's behalf to their your place. However, this person cannot be another contractor. If they cannot attend the last day to address any concerns but then request us to return at their convenience to address them there will be a minimum half day £120 + VAT charge for this. It is not covered by the warranty which only commences after a signed job sheet has been submitted and received by Cavendish deVere or an email confirming the project completion. Please note, if you are not in attendance payment will be taken from the card held on file as soon as the jobsheet is completed by the contractor.
If a client has signed the job sheet this is a legally binding document that signifies the client has accepted the project has been completed to a satisfactory standard. Again, in the event that there is a subsequent call-back there will be a minimum half day £120 + VAT charge for this. Please check everything carefully with your fitter before you sign this document.
Unless expressed in the quotation, your project has been priced to work continuously and non-stop until completion. If at any stage wish to stop the project for whatever reason then extra charges for returning will apply. Similarly, if once we return to the project and the floor is not in the condition that we left it in and it is necessary for us to do additional work or use additional materials to bring it back to the standard for us to continue the project, extra charges will apply.
2.17 Termination of the contract by Cavendish deVere
Cavendish deVere Services Ltd Limited will not tolerate aggressive or rude behaviour, racism, nationalism, sexism, homophobia or ageism directed towards any of its staff or trades people, verbally or written and reserve the right to terminate the project at any time. The client agrees to pay for any work completed and materials provided up until that point.
2.18 Photography and video
The client accepts that photos and/or videos of the completed project may be taken as evidence of completion and used to for the basis of an electronic job sheet. The client gives permission for those images to be used for promotional purposes, the copyright of which is owned by Cavendish deVere.
2.19 Weekend projects and out of hours
Unless expressly stated in the quotation, we do not work outside the hours of 8am to 6pm weekdays. If your project is time sensitive and you request us to work over the weekend to complete a project for you then, if we agree to do it, there will be x2 surcharge for any day rate quoted or any fitting rate quoted for the areas that need to be addressed over those times. You will be made aware of this at the time and this will be added to your final settlement balance.
2.21 Working unimpeded
All quotes and estimated completion times are for the floor layers to work unimpeded. That means unless it is stated in the quote, we assume that there will be no other trades people working on site when we are laying the floor. As everyone needs to use a floor anyone else in that space will have a detrimental affect to the finish and the project completion times. We will not be held responsible for working under impeded conditions. The client agrees that all estimated timings and warranties are voided in this instance. In the event that any trades person or some other instance occurs to impede the floor layer that has not been agreed and stated in writing on the quote then we reserve the right to stop the project and return at a time that is convenient to us to complete the project. Extra charges will apply and will be agreed with the client at the time.
Please note. Although we cannot enforce this we do request that the fitter is left to do his or her job. It is very detrimental to both parties if the client or other people associated constantly interfere, stand-over and appraise the work as it is being undertaken. Please be considerate and polite. Time is allocated at the end of the project to go over areas that you have concerns with.
3.1 Payment methods
We accept Visa credit, Visa debit, Maestro, Mastercard debit but not American Express cards, and by prior agreement only BACS transfers for deposits and in settlement of your account.In order to secure a booking we will ask for your credit or debit card details. In the event of a chargeable cancellation or missed appointment you agree that this card may be used to process the relevant fee.
3.2 Payments to our trades people
Our staff are not permitted to accept cash under any circumstances - to pay for your deposit or completed job you must pay Cavendish deVere Services Ltd Limited directly. Your account will remain outstanding until such time as Cavendish deVere Services Ltd Limited receive payment directly by either a debit / credit card or by BACS transfer by prior agreement.
3.3 Payment time scales
The client agrees to settle any outstanding balances upon completion of the work. The work is deemed completed when a jobsheet is received. Furthermore the client agrees that card or account information provided to Cavendish deVere Services Ltd Limited, may be used to process the outstanding amount. The card on file will be used to process the outstanding amount without further warning unless otherwise instructed by email prior to commencement of the project. This applies to both domestic and commercial customers. As per section 2.16, the client or an authprized representative of the client is requested to be present at the end of the project. In the event that neither are present then the jobsheet will be issued by the contractor and payment will be taken from the card stored. The client has the right to withhold a portion of the cost as agreed with Cavendish deVere in a genuine claim as outlined in the complaints procedure. Cavendish deVere Services Ltd Limited are fully compliant with PCI DSS rules as well as the Data Protection Act in this matter.
3.4 Uncontactable and AWOL accounts
In some cases a client may signify that they are unhappy with the completion of a project, withhold final payment and then become uncontactable. In this event the client agrees that if they cannot agree to a visit to remedy the situation after 5 days the matter will be considered settled by Cavendish deVere and payment in full is due. The card held on file will be used for final payment or the original invoice for BACS payment is due.
3.5 Unpaid accounts
In the event that Cavendish deVere Services Ltd Limited cannot recover any outstanding amount after 30 days beyond the due date, we will levy a late payment charge of 10% of the total invoice or 300 whichever is the greater. After 60 days, we reserve the right to levy a late payment charge of 600 or 30% of the total bill whichever is the greater amount.
At anytime after 30 days of the due date on the invoice, we reserve the right to employ the services of the County Court, the High Court or a debt collection agency.
Deposits are not refundable. If you commit to a project we will schedule you for fitting and we will incur costs to do so. These costs will not be refunded by our contractors and suppliers and therefore cannot refund refund them to you. Please be aware of this when booking. In the event that a payment is made by us back to the card on file for whatever reason, this may take up to 7 working days to appear in your account. These are the card processors time-scales. For BACS refunds this may take up to 5 working days. Check with your bank before contacing us.
In the event that a chargeback is made by a client that is successfully defended by Cavendish deVere the client accepts that an admin charge of £200 + VAT will be added to the final account for every £1000 claimed by the client. The payment will be charged to the card held on file to cover the cost of defending the action. Repeated chargebacks will invoke a £400 per £1000 charge.
3.8 Payment card validation
A valid card with sufficient funds to cover the settlement balance must be held on file at all times during the project. Our automated system will intermittently ping this card to check it's validity. If it is invalid or their are insufficient funds then your project may stop and work will not continue until the card is re-instated. If at there is an issue with a card held on file at the end of the project when payment is due then an automatic £60 card processing fee will be added to your invoice.
We use card pre-authorization to ensure that you have a valid card on file. Often the card is pinged with a £0.01 transaction that is instantly returned. However, at the discretion of the management, if you are deemed a finacial risk to Cavendish deVere we resevere the right to invoke full pre-autorization of funds without prior consultation until the project has been completed. Please visit here for education on card pre-autorization.
3.10 How we use stored cards
Cards details are not stored on Cavendish deVere servers but on those provided by Opayo.
Cavendish deVere Services Ltd are 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 email@example.com, 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 7 days of us receiving your letter or email. Please understand that this is for the benefit of the customer as no records of any verbal communication are kept by Cavendish deVere.
If your complaint is about a service that we have provided to you, you must:
You or an appointed representative must make yourself available for one of our operatives to meet on site to investigate and remedy if possible and within 5 working days of our response. If you fail to do this we will consider the project closed and the complaint resolved.
Please do not make arrangements directly with the project manager or the fitters in this instance. They do not have access to their schedules, everything must be co-ordinated in writing or email and through the proper channels.
We will never sell or otherwise pass on your contact details to any other company or third party, unless required to do so by law. When you contact us, your details may be retained to assist with your enquiry. Your details will be used for correspondence and may also for marketing purposes by Cavendish deVere. If you do not wish for your details to be used for marketing purposes please contact us.
Cavendish deVere Services Ltd Limited collects details about you from your use of our service and your visits to our web site and other sites accessible from them. We also collect information about the transactions you undertake including details of payment cards used. Card information is encrypted on our server and is held only for as long as is necessary for the management of your account with us.
We may collect additional information in connection with your participation in any promotions or competitions offered by us and information you provide when giving us feedback . We also monitor customer traffic patterns and site use which enables us to improve the service we provide.
Whilst you do not need to allow your browser to accept cookies in order to browse much of our web site or to access many of our services, you must have cookies enabled if you wish to pay for services online or access any areas reserved for account holders. Most browsers allow you to turn off the cookie function. If you want to know how to do this please look at the help menu on your browser.
Access rights - To obtain a copy of the personal information Cavendish deVere Services Ltd Limited holds about you, please write with full details to us at: Data Protection Officer, Cavendish deVere Services Ltd Limited, Unit N301C, Westminster Business Square, London. SE11 5JH enclosing your cheque or postal order for £10 payable to Cavendish deVere Services Ltd Limited.
From time to time Cavendish deVere Services Ltd run promotions and offers - these promotions and offers come with the following conditions:
7.1 Cavendish deVere Services Ltd may at its discretion provide you with access to your account via our on-line portal powered by Flobot. So that you can access your portal, you must supply us with your email address and a password.
7.2 You must not give your account details to anyone else and inform us immediately if you suspect your account has been breached. For security reasons, if you enter incorrect details into our system three times your account will be locked out and you must call us to have your account unlocked.
7.3 Access to your portal is provided as a free service, and as such Cavendish deVere Services Ltd accepts no liability whatsoever for any losses or damage incurred as a result of our inability to provide you with access to our portal, or any documents contained or held within our portal.
7.4 Cavendish deVere Services Ltd does not warrant that any of its websites or account portals, or the server that makes it available are free of viruses or other harmful components. You (and not Cavendish deVere) assume the entire cost of all necessary servicing, repair, or correction.
8.1 We collect your personal data when you book a quotation. This data is not passed on to any third party and is only used for the purposes of providing information as requested by the user. If you decide to go ahead with us as your installer, we may disclose your personal information should the work be carried out to a 3rd party supplier to deliver your products. Personal data includes your name, address, telephone number and email address.