- Free Home Visit
- No Obligation Quote
- Free Measuring & Planning
- Samples Brought to You
- £1000 Interest Free
- We Arrange Fitting
- Free Home Visit
- No Obligation Quote
- Free Measuring & Planning
- Samples Brought to You
- £1000 Interest Free
- We Arrange Fitting
This Installation Policy explains what to expect when Simple Pay Carpets installs flooring in your property. Preparing the property correctly helps ensure installation runs smoothly and avoids delays or additional charges.
We aim to install all flooring within approximately 6–8 weeks from the deposit being paid.
However, installation will only be scheduled once:
The required deposit has been paid in full; and
The customer has paid the equivalent of two recurring monthly payments towards their balance, either through monthly, fortnightly, weekly, or additional payments; and
No scheduled payments have been missed.
Once these payment conditions have been met, we will contact the customer to arrange a fitting date.
Customers may be able to have their flooring installed sooner by increasing their initial deposit, making additional payments, or increasing their regular payment amount. Where the required pre-installation payment amount is reached earlier, we may be able to arrange installation sooner, subject to product availability, delivery, and fitter availability.
Installation dates are subject to product availability, fitter availability, and materials being ready for delivery.
Dates are provisional until materials have been received and confirmed.
In some cases, installation dates may need to change due to supplier delays, weather conditions, property preparation issues, fitter availability, delivery delays, or other circumstances outside our control.
The deposit is used to secure the customer’s order, reserve materials, cover administration, and begin preparation for the customer’s specific flooring installation.
Once flooring materials have been ordered, allocated, reserved, cut, or prepared for the customer’s specific job, the deposit becomes non-refundable.
Flooring is often ordered, allocated, or cut specifically for the customer’s property, room sizes, product choice, and installation requirements. Because of this, cancelled orders may result in costs that cannot be recovered.
If the customer cancels before materials have been ordered, allocated, reserved, cut, or prepared, Simple Pay Carpets will review the order and confirm whether any refund is due after deducting reasonable administration costs or costs already incurred.
Where Simple Pay Carpets is unable to fulfil the order, or where the customer has a legal right to a refund, this policy does not affect the customer’s statutory rights.
If a customer needs to change or cancel an agreed installation date, they must contact us as soon as possible.
Where less than 48 hours’ notice is given, a rescheduling fee may apply.
If materials have already been ordered, cut, allocated, reserved, or prepared for the customer’s order, cancellation may not be possible without charges being applied.
Simple Pay Carpets reserves the right to recover reasonable costs already incurred as a result of cancellation or changes requested by the customer.
The customer’s payment plan must remain up to date before installation takes place.
If a payment is missed, reversed, cancelled, or fails before the fitting date, Simple Pay Carpets reserves the right to pause, delay, or reschedule installation until the account is brought back up to date.
Installation will not proceed where the required pre-installation payment amount has not been met.
Customers who would like installation sooner may be able to bring their fitting date forward by increasing their initial deposit, increasing their regular payment amount, or making additional payments towards their balance.
If the required pre-installation payment amount is reached sooner, we may be able to schedule fitting earlier than the standard estimated timeframe, subject to product availability, delivery, and fitter availability.
Additional payments do not guarantee an immediate fitting date, but they may allow installation to be arranged sooner where availability allows.
Before installation takes place, the customer must ensure that the installation area is ready for our installers.
Rooms must be cleared of furniture unless furniture removal has been arranged in advance.
All personal belongings should be removed from the floor area.
Breakable items and valuables should be safely stored away.
Pets and children should be kept away from the work area during installation.
A safe and clear working environment must be provided for installers.
If the room is not ready when installers arrive, installation may need to be delayed or rescheduled and additional charges may apply.
If furniture needs to be moved by the installers, this may incur an additional charge.
Furniture removal may be charged at £10 per item.
Large or specialist items such as wardrobes, pianos, beds, large appliances, electrical equipment, or heavy furniture may need to be removed by the customer before installation.
Installers are not responsible for dismantling or reconnecting electrical items, appliances, fitted furniture, or specialist items unless this has been agreed in advance.
After new flooring is installed, doors may need to be trimmed to allow them to open correctly.
Door trimming may be charged at £35 per door.
Not all doors require trimming. This depends on the thickness of the flooring and underlay selected.
Door trimming is not automatically included unless specifically agreed in advance.
Existing flooring removal may reveal subfloor conditions that require additional work.
Examples may include:
Uneven subfloors
Damaged floorboards
Moisture issues
Concrete preparation
Loose or damaged areas
Previous flooring or adhesive issues
If additional preparation is required, the installer will discuss available options and any additional costs before work continues.
Simple Pay Carpets is not responsible for hidden subfloor issues that were not visible during the initial survey.
If removal of existing flooring has been agreed as part of the installation, it will be removed prior to fitting the new flooring.
In some cases, removal may reveal structural or subfloor issues that were not visible during the initial survey.
Unless otherwise agreed, disposal of old flooring may not be included and may incur an additional charge.
Flooring samples are provided as a guide only.
Colours, texture, pile direction, pattern, and finish may vary slightly between samples, images, and the final product supplied.
Small shade variations can occur between manufacturing batches and do not usually indicate a fault.
The appearance of flooring can also vary depending on lighting, room layout, pile direction, and surrounding decor.
Depending on the size and layout of the room, seams or joins may be required.
Where possible, installers will position joins in the most suitable and discreet location, but joins may still be visible depending on the product, lighting, room layout, and pile direction.
Visible joins are not automatically considered a fault.
Flooring is ordered and cut to allow for fitting, trimming, joins, and room shape.
Some waste or offcuts may be unavoidable.
Unless otherwise agreed, disposal of old flooring, packaging, and offcuts is not included and may incur an additional charge.
Where Simple Pay Carpets carries out a home visit, measurements will be taken as part of the quotation process.
If a customer provides their own measurements, the customer is responsible for ensuring they are accurate.
Simple Pay Carpets is not responsible for delays, additional costs, or fitting issues caused by incorrect customer-supplied measurements.
Customers should make us aware of any fragile, loose, damaged, or vulnerable areas before installation begins.
This may include loose skirting boards, damaged floorboards, fragile paintwork, pipes, cables, fitted furniture, previous DIY work, or existing damage.
Simple Pay Carpets is not responsible for pre-existing damage or issues caused by hidden defects within the property.
The customer must ensure there is suitable access for installers to deliver flooring and equipment to the property.
This includes access to parking, stairways, lifts, communal entrances, and the installation area.
If access is restricted, unsafe, or unsuitable, installation may need to be rescheduled and additional charges may apply.
Any parking charges, permits, congestion charges, or access-related costs may be passed on to the customer where applicable.
Customers must ensure that installers can access the property at the agreed installation time.
If installers attend and the installation cannot proceed because:
No one is present at the property
The property is not prepared for installation
Access cannot be provided
The room has not been cleared
The installation area is unsafe or unsuitable
Parking or property access is not available
rescheduling fees or installation charges may apply.
If additional work is required before or during installation, this will be discussed with the customer before work continues.
Additional work may need to be paid before installation can proceed.
This may include furniture removal, door trimming, subfloor preparation, removal of unexpected materials, additional fitting requirements, disposal, or access-related costs.
Installation may occasionally be delayed due to circumstances beyond our control, including:
Supplier delays
Weather conditions
Unexpected subfloor issues
Property preparation issues
Fitter availability
Delivery delays
Access issues
Missed or failed payments
If this happens, we will communicate with the customer and arrange the earliest available alternative date.
Once installation has been completed, customers should inspect the flooring as soon as possible.
If there are any concerns, please contact us promptly so we can review the issue and arrange a solution where required.
Any concerns should be reported as soon as possible after installation.
For safety reasons, customers should avoid entering the work area while installation is taking place unless requested by the installer.
Tools, adhesives, blades and materials may be in use during installation.
Children and pets must be kept away from the installation area at all times.
If any scheduled payments are missed before installation has been arranged, fitting will not be scheduled until the account is brought back up to date and the required pre-installation payment amount has been met.
Where payments are missed after an installation date has been discussed but before fitting takes place, Simple Pay Carpets reserves the right to delay or reschedule installation until the required payment conditions have been met.
