Terms of service

Welcome to Fitz Flooring Installation Ltd. Please read these Terms of Service carefully before using our services. By accessing or using our services, you agree to be bound by these terms.

Customer agreement

When you use our services, you agree to the following:

Accurate Information: Provide accurate and complete details about your flooring project, including room size, material choice, and any special requests, to ensure accurate quotes and smooth installation.
Terms of Payment: Agree to the payment terms, including any deposits, final payments, and processing through secure payment methods (e.g., Stripe).
Project Scope: Agree to the scope of the project as discussed in the quote, including the type of flooring, installation timeframe, and any additional services (e.g., removal of old flooring or repairs) that were agreed upon.
Acceptance of Terms and Conditions: Agree to abide by our standard terms and conditions, which include policies on cancellations, refunds, warranties, and returns, as well as our right to change or update these terms over time.
Liability and Warranty: Accept responsibility for ensuring the area is prepared for installation (e.g., clearing furniture) and understand our warranty coverage for any potential defects in materials or installation.

By agreeing to these terms, you ensure a smooth, transparent process and help us deliver the best possible service tailored to your needs.

Limits of responsibility

Our responsibility to you is limited to the following:

Quality of Installation: We are responsible for ensuring that the flooring is installed properly according to industry standards and manufacturer guidelines. If an installation error occurs, we will correct it at no additional cost to you.
Materials Defects: We are responsible for addressing any defects or issues with the flooring materials that are covered by the manufacturer’s warranty. If a defect is identified within the warranty period, we will assist in resolving the issue, which may include a replacement or repair.
Project Scope: We are responsible for completing the flooring project as agreed upon in the contract or quote. This includes the type of flooring, installation area, and any additional services explicitly mentioned. Any changes or additions outside this scope may incur extra charges.
Liability for Damage During Installation: We are responsible for protecting your home and belongings during the installation. However, we are not liable for pre-existing conditions (e.g., underlying subfloor issues) or items not moved by you before installation.
Post-Installation Care: While we provide guidance on proper care and maintenance of the flooring, we are not responsible for damage that occurs due to misuse, improper care, or environmental factors beyond our control (e.g., moisture, heavy foot traffic).
Delays: We are not liable for delays caused by factors outside our control, such as supply chain issues, adverse weather conditions, or unforeseen emergencies.

Our goal is to deliver a high-quality, professional service, but we do have limits on certain factors like customer-preparedness, third-party materials, and external conditions. We always strive to be transparent and fair in these cases.

Disagreement resolution

When it comes to disagreements, we aim to handle them with respect, transparency, and a solution-focused approach.

Open Communication: We encourage you to express your concerns as soon as they arise, whether it's about the installation, the quality of materials, or anything else. Open and honest dialogue helps us understand the problem and find a solution.
Listen and Understand: We make sure to fully understand your point of view by listening carefully to your concerns. This helps us determine the root cause of the issue and whether it's something we can address.
Resolve Fairly and Promptly: We are committed to resolving issues as quickly and fairly as possible. If it's a mistake on our part (e.g., installation error or material defect), we’ll fix it at no extra cost. If the issue is related to your expectations, we'll work to find a solution that balances both sides, whether it’s offering alternative options or adjustments to the project.
Clear Policies: We’ll refer to our terms and conditions to ensure that both sides understand what was agreed upon in terms of refunds, warranties, and other policies. We aim to be as clear as possible from the beginning to avoid misunderstandings.
Escalation Process: If we can’t resolve a disagreement directly, we offer a structured escalation process, where a senior team member or manager will step in to review the situation and mediate a resolution.

Ultimately, we want you to feel heard, respected, and valued, and we strive to keep the experience positive—even when issues arise. Our goal is always to find a fair and satisfactory resolution for everyone involved.

Service discontinuation

We may need to stop providing services to you under the following circumstances:

Non-Payment or Late Payment: If you fail to make timely payments or do not fulfill agreed-upon payment terms, we may suspend or stop services until the outstanding balance is settled.
Failure to Cooperate or Provide Information: If you do not provide necessary details (such as accurate measurements, room preparation, or flooring choices) or fail to cooperate in the process, it may hinder the ability to complete the project as planned, leading to a suspension of services.
Unprofessional Behavior: If you behave in a way that is abusive, discriminatory, or unsafe towards our team, we reserve the right to discontinue services to ensure a respectful and safe working environment for everyone involved.
Repeated Cancellations or Changes: If you repeatedly cancel or change the terms of the project (e.g., flooring type, timeline) without reasonable notice, it may create scheduling conflicts and impact our ability to deliver services.
Non-Compliance with Terms: If you fail to comply with agreed terms and conditions (such as preparation guidelines for the space or adherence to contract details), we may halt services until the issue is resolved.
Unsafe Working Conditions: If the worksite is deemed unsafe (e.g., due to structural issues, hazardous materials, or conditions that pose a risk to our installers), we may stop work until the situation is properly addressed.

In all cases, we would aim to communicate clearly with you to address the issue and resolve it amicably, but if the situation can’t be rectified, we may need to stop services to protect both parties.