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Terms & Conditions


Install dates quoted are given in good faith and we try our utmost to stick to them but sometimes this is not possible and therefore a given date cannot be guaranteed.

Customers are required to clear all areas of old floorings and accessories unless this service has been booked with us prior to the fitting date. Customers are required to remove all furniture from areas to be fitted with new flooring. Any requests for assistance to help move furniture that have not been pre booked will be at the discretion of the fitter and maybe subject to an additional charge. Please note that we will not accept liability for any damage subsequently found. It is the customers responsibility to arrange the removal and refitting of any kitchen and utility room appliances.

If we are asked to move any furniture, appliance or other item to accommodate the fitting of floor covering, the True Wood Floors will not be held responsible for any damage caused unless by negligence.

Such requests must be made to the company and confirmed in writing prior to the agreed fitting date. If we are asked by the customer/agent to remove or replace any skirting board, beading or scotia, True Wood Floors are happy to do so but will not be held responsible for any damage caused unless by negligence. The removal and fitting of skirting boards can often damage wall décor and plasterwork. It is the customers responsibility to undertake any repair work that may be necessary.

This also applies where doors need to be trimmed to accommodate the flooring. Door trims can only be carried out on internal doors that are solid wood. The following doors cannot be trimmed, fire doors, sliding doors, hollow doors or doors containing glass panels. All such services are chargeable.

Customers are responsible for securing all electrical wires and cables prior to the fitter arriving. This includes but is not limited to telephone wires, alarm wires, speaker cables, ethernet cables etc. It is the customers responsibility to make the fitter aware of any wires or cables which may be situated in the area where flooring is being fitted. We will not be responsible for any damage to wires or cables where the installer was not made aware of their existence prior to the commencement of fitting.

It is the customers responsibility to make the installer aware of any pipework in the area where flooring is being fitted. We will not be responsible for any damage to pipework where the fitter was not made aware of its existence prior to the commencement of fitting.

Customers are responsible for the disposal of all rubbish associated with the flooring services undertaken. A rubbish removal service is available at extra cost.

We strongly recommend that True Wood Floors undertake a site visit before the customer places an order. This is to establish the correct room dimensions and whether any floor preparation is needed before confirming a contract price. If no such survey is undertaken or permitted by the customer, True Wood Floors will not be held responsible for shortages or subsequent additional costs that may arise during installation.

Price and Payment

Once a quote has been agreed and an installation date confirmed, a deposit of 50% is payable at the time we place your order (usually 1 week before your agreed fitting date) to cover the cost of us purchasing materials, it is non-refundable once materials have been ordered. If we are unable to fulfil the order any deposit will be refunded to the customer in the same way it was paid. Any outstanding balance is payable by the customer on completion of works and on receipt of invoice.

Timescale for completion of work

True Wood Floors will source and fit the goods within a reasonable time that’s agreed with the Customer. If any unexpected issues arise the Company will contact the Customer to discuss the best way forward, this may include a revised fitting or delivery date or in certain exceptional circumstances a cancellation of the order and full refund.

True Wood Floors will not be liable to you for any loss or damage if we fail to meet the original time scale because of circumstances beyond our reasonable control.


Flooring samples should only be used as a guide to colour matching. Colour will vary across batches of timber flooring. Wood is a natural product and is therefore subject to natural variance.

You should note that when a sub-floor is not completely flat, this may result in a bounce effect in wooden flooring and the company will not be held responsible for this. True Wood Floors will supply the goods and services under this agreement with reasonable skill and care. If you are unhappy with any aspect of our work, you should notify us within a reasonable time. We will arrange a time when we can visit your property to examine the supplied goods and installation and, if the goods and services are deemed unacceptable, we will either remedy the defect in question or re-supply the defective service.

We offer a warranty on the fitting of your floor for 12 months following installation; the fitting guarantee becomes void if the floors are not maintained & cared for as per our manufacturer’s instructions.


From the time flooring is fitted it is the customers responsibility to care for and maintain the flooring according to the manufacturer’s guidelines. If customers require any assistance in locating these guidelines, then please speak to us.


The goods are bespoke and made to measure to your requirements, once an order is placed you will not be able to cancel. This will not affect your legal rights as a consumer in relation to made to measure goods that are faulty or not as described.

Where stock is held for us by our suppliers, but not dispatched, we will normally be able to accept a cancellation and provide a full refund.


Please inspect the work as soon as possible after completion to ensure everything has been carried out to our usual high standards. In the unlikely event there is anything you are not completely satisfied with, please contact us as soon as you can in order that we can rectify any problems as soon as possible. Either call us on 07747 622 333 or email us at We aim to respond within 2 days of receiving your complaint and where possible, will provide you with a date to remedy any issues raised.



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