Flooring Installation Document - Ark Tiles

Pre-Installation Information

At Ark Tiles, we believe in being honest and straightforward with our customers.

Our aim is to complete every installation neatly, safely and within the agreed timeframe. However, some issues may only become visible once the existing flooring is removed or installation begins.

This document explains how these situations will be handled to avoid confusion before, during or after the installation.

1. Access to the Property

Please ensure the fitter can access the property at the agreed time. Doors, gates and parking arrangements should be organised in advance. Delays caused by unavailable access may affect the installation schedule and could result in additional charges.

2a. Floor Levelling and Preparation

The existing floor must be level, stable and suitable for the new flooring. In new-build properties, downstairs floors commonly require levelling. Upstairs floors are usually expected to have been prepared correctly by the builder, but this cannot be guaranteed.

If the fitter discovers that the floor is uneven or unsuitable:

·       You will be informed as soon as possible.

·       The fitter will explain the recommended work.

·       You can decide whether you wish to proceed.

·       Additional materials and labour will be charged separately.

·       The installation date or completion date may change.

·       The fitter may need to return on another available date.

The fitter may refuse to continue if installing over the existing floor could cause damage, movement or an unsuitable finish.

2b. Subfloor Moisture and Damp Protection

Concrete and screeded subfloors can retain moisture, particularly in new-build properties or where the floor has been laid recently. This does not necessarily indicate a defect with the property, but the subfloor must be suitable for the flooring being installed.

Ark Tiles may take and record a moisture reading or assessment of relevant concrete or screeded subfloors before installation as part of our normal preparation checks.

If the readings are outside the requirements of the selected flooring or installation system:

·       You will be informed before the affected flooring is installed.

·       The fitter will explain the recommended moisture protection or preparation.

·       Where suitable, this may include the application of a surface damp proof membrane (DPM) or other approved moisture management product.

·       Any DPM, moisture protection materials and associated installation are not included unless specifically stated in your quotation and will be charged separately at the applicable rate per square metre.

·       The affected area will be measured, and the additional cost or pricing basis will be confirmed with you.

·       No additional moisture protection work will be carried out without your approval.

·       If you choose not to proceed with the recommended preparation, Ark Tiles will require a written confirmation of this before proceeding any further. In instances where the dampness is dangerously high, Ark Tiles may be unable to install the flooring until the subfloor meets the applicable installation requirements.

Where excessive moisture appears to result from an active leak, water ingress or another underlying property issue rather than normal construction moisture, the provisions in Section 5 will apply.

3. Stairs

Stairs must be structurally secure before hard flooring is installed. If a step squeaks, moves or flexes when stood on, this may affect the flooring, adhesive or stair nosing. Carpet may hide this movement, but hard flooring such as click and glue-down products require a stable surface.

If movement is identified:

·       The stair installation may be paused.

·       The affected steps may need to be removed or secured.

·       Additional structural support may be required.

·       Materials and labour will be charged separately.

·       The installation timetable may change.

4. Skirting Boards

4a The fitter may discuss whether the flooring should finish against the skirting board, underneath it, or with a suitable scotia. If existing skirting boards are removed, we cannot guarantee they can be reused, as nails, adhesive or the existing fitting method may cause damage during removal. The fitter will take reasonable care, but damage cannot always be avoided.

Unless included in your quotation:

• Replacement skirting boards are charged separately.
• Refitting or installing skirting boards is charged separately.
• Filling, plastering, painting and decorating are not included.
• Additional work may affect the installation dates.

4b Tiled Skirting - Where tiled skirting is installed, small gaps may be visible behind or along the top edge where existing walls are uneven or not straight. This is not necessarily an installation fault. Any filling, sealing, painting or other decorative finishing required to these areas is the customer’s responsibility unless specifically included in the quotation.

5. Mould, Damp or Moisture

If mould, damp, water damage or excessive moisture is found after removing the existing flooring, work in the affected area will be paused. You will be informed and the issue must be assessed before installation continues. For health and safety reasons, the fitter may not be able to remove or treat mould without suitable preparation or specialist support. Any additional removal, treatment, materials, labour or return visits will be charged separately and must be agreed before work continues. The cause of any leak, damp or moisture must be resolved before the new flooring is installed.

6. Hidden or Hazardous Materials

6a. Some issues may not be visible until the existing flooring is removed. This may include damaged floorboards, loose surfaces, cracks, old adhesive or suspected hazardous materials. If the fitter suspects asbestos or another hazardous substance, work will stop immediately. Testing, specialist removal and disposal are not included in the installation price unless specifically stated. Work can only continue once the area has been confirmed as safe.

Hidden issues may also include pipes, electrical cables, heating pipes or other services beneath floorboards or within the subfloor. Where floorboards or other parts of the subfloor require securing with screws or other mechanical fixings, the fitter will not fix into an area where there is a known or reasonably suspected risk of damaging hidden services.

If hidden services prevent an area from being safely secured or completed, you will be informed. Further investigation, specialist work or an alternative preparation method may be required and may involve an additional charge or will need to be arranged by the customer accordingly. Where no safe fixing method is reasonably available and it is agreed with you that the affected area will be left unfinished, Ark Tiles will not be responsible for that incomplete area where it results solely from the hidden services preventing the agreed installation from being carried out safely.

6b. Hazardous substances may include suspected asbestos-containing materials, such as certain older floor tiles, backing materials or bitumen-based adhesives, as well as any other substance reasonably considered unsafe to disturb.

If any suspected hazardous material is identified, Ark Tiles requires the fitter(s) to stop work in the affected area immediately. The material will not be cut, drilled, sanded, scraped, removed or otherwise disturbed. Work will not resume until the hazardous substances has been appropriately assessed, tested, removed or made safe by a suitably competent specialist arranged and appointed by the customer.

The customer must inform Ark Tiles before installation of any known or suspected asbestos, hazardous materials or relevant surveys relating to the property. Where a potential risk becomes apparent before or during installation, Ark Tiles may require evidence of appropriate testing or specialist assessment before work can continue. Any specialist testing, removal, remediation or clearance is not included in the flooring quotation.

As these materials are often concealed beneath existing flooring or adhesives, their presence may not reasonably be identifiable until work has started. Where work has to stop for this reason, the reasonable labour charges for the fitter(s) for work already carried out, together with the cost of materials already used, opened, specially ordered or otherwise not reasonably returnable, remain payable and are not refundable. Any unused materials that Ark Tiles is reasonably able to return will be dealt with accordingly.

Ark Tiles will not require or permit its fitter(s) to continue work where doing so could expose them, the customer or others to a suspected hazardous substance. Work may remain incomplete until the area has been confirmed with evidence as safe to continue.

7. Additional Work

Your quotation covers only the work and materials listed within it. Any additional work discovered or requested during the installation will be discussed with you before proceeding.

Additional work may include:

·       Unquoted levelling or smoothing the floor.

·       Repairing or securing floorboards.

·       Strengthening stairs.

·       Replacing skirting boards.

·       Supplying additional adhesive, primer or levelling compound.

·       Removing unexpected layers of flooring.

·       Additional preparation or return visits.

·       Trimming doors where required, subject to suitable equipment and fitter availability.

Where door trimming is required, Ark Tiles may be able to carry this out depending on the equipment available and the fitter’s availability. Door trimming is not included unless stated in your quotation and will be charged separately. Any additional cost will be discussed with you before the work is carried out. Please note: The construction of a door may not always be apparent before it is cut. Some doors are hollow-core or contain only a limited amount of solid material at the bottom. If you ask us to proceed with trimming after being informed of this risk, cutting the door may expose a hollow section or affect the appearance of the lower edge. Any additional repair, re-lipping, finishing or replacement of the door is not included unless separately agreed. Ark Tiles cannot guarantee the condition or appearance of an exposed hollow section resulting from the construction of the existing door, provided the trimming itself has been carried out with reasonable care and skill.

Before carrying out additional chargeable work, Ark Tiles will explain the work required and, wherever reasonably possible, confirm the additional price. Where an exact total cannot reasonably be calculated in advance, the applicable rate or pricing basis and an estimate of the likely cost will be provided.

Additional work will only proceed once the customer, or a person authorised by the customer, has approved the work and the applicable price or pricing basis. Approval may be recorded by email, text message, WhatsApp or another written method.

8. Materials Ordered for Your Project

Some materials may be ordered specifically for your project once your quotation has been accepted. Where an item is genuinely made to your specification, personalised, cut or manufactured specifically for your project, cancellation or return rights may be limited where permitted by law. Any such restriction will be explained where applicable.

Standard stock items will be dealt with in accordance with the cancellation and returns rights that apply to the particular contract.

Flooring is supplied in sealed packs and often arrives in bulk quantities, so it is not reasonably possible to inspect every item before installation. In the unlikely event that broken or damaged items are found within a pack, we will inform you as soon as possible and do our best to obtain replacement stock. Installation in the affected area will restart as soon as the replacement items are available. This may affect the planned completion date.

Colours, tones, patterns and finishes may appear different under different lighting or when viewed in photos, videos or on screens. Slight shade or batch variations are also normal with many flooring and tile products. Customers are therefore highly recommended to view their chosen product at the Ark Tiles showroom before ordering, particularly where colour is important. Our showroom provides a more consistent environment (neutral lighting - neither warm nor cold) in which to assess the product, although its appearance may still vary once installed under the lighting conditions within your own property.

If the product supplied appears materially different from the product selected in our showroom, please notify Ark Tiles as soon as this becomes apparent and before installation continues so we can investigate and, where appropriate, raise this with the manufacturer or supplier. Once packs are opened or materials are cut, fixed or installed, they may no longer be returnable or reusable, which may limit the available resolution.

Nothing in this section affects your statutory rights where materials are faulty, damaged, misdescribed or otherwise do not meet the requirements of consumer law.

9. Installation Delays

Installation dates are arranged in good faith. However, delays may sometimes occur due to circumstances outside our reasonable control.

Examples include:

• Fitter illness or emergencies.
• Heavy traffic, road closures or access issues.
• Severe weather, including snow.
• Vehicle breakdowns.
• Supplier or delivery delays - which will be communicated accordingly. 
• Unexpected floor or structural issues.
• Additional work requested by the customer.

Ark Tiles will inform you as soon as reasonably possible. A revised date will be arranged based on the fitter’s availability and the work required.

10. Waste and Skip Hire

For larger projects, Ark Tiles may arrange a skip for waste created by our installation work.

A suitable access should be arranged within your property for the skip to be placed prior to the skip arrival / installation dates. The skip is primarily for waste from the Ark Tiles project. You may use any remaining space after our installation waste has been placed inside, but only with permission from Ark Tiles and before the collection date. The skip must not be overfilled and hazardous or prohibited materials (i.e. batteries) must not be placed inside. Any additional charges caused by customer waste, overfilling or prohibited items will be the customer’s responsibility. A new date of skip collection will be subject to the skip hire’s earliest availability and will be communicated to the customer.

11. Cleaning and the Working Area

Flooring installation can create dust, noise and debris. Our fitters will remove installation waste included within the quotation and leave the immediate working area reasonably tidy by the last day of the work. Till then, the site is considered as an "active" work site. This does not include a professional deep clean of the property. Fine dust may continue to settle after installation - kindly follow the cleaning instructions as per the fitter and product information. The customer must remove any furniture, valuables and personal belongings before the work begins and keep children and pets away from the installation area.

12. Layout and Customer Decisions

Before installation begins, the fitter may ask you to confirm:

·       Flooring direction.

·       Tile pattern.

·       Starting point.

·       Grout colour.

·       Thresholds and trims.

·       Skirting board options.

·       Any special layout requests.

Please make sure you have discussed this and is satisfied before the flooring is cut, fixed or installed. Changes requested after installation has started may result in additional material, labour and time.

13. Final Payment

Unless another payment arrangement is stated in your quotation or agreed in writing, the remaining balance is due to Ark Tiles on completion of the quoted installation work on the final scheduled installation day.

Any additional materials or labour properly approved during the project will also become payable in accordance with the agreed payment arrangements.

Payments relating to your Ark Tiles quotation, installation or any additional work authorised by Ark Tiles must be made directly to Ark Tiles unless we have expressly confirmed another payment arrangement with you.

Please do not make payment directly to a fitter, subcontractor or other person for work forming part of the Ark Tiles contract unless Ark Tiles has authorised this.

If you independently request separate work from a fitter or other contractor which has not been quoted, instructed, approved or accepted by Ark Tiles, this is a separate arrangement between you and that person. Ark Tiles is not responsible for the price, payment or performance of genuinely separate work arranged privately outside the Ark Tiles contract.

This does not affect Ark Tiles' responsibility for work carried out by a fitter, subcontractor or other person where they are acting on behalf of Ark Tiles as part of your Ark Tiles contract.

14. Completion and Concerns

The customer must inspect the installation before the fitter leaves. If you believe there is a significant issue with the work, please contact Ark Tiles immediately so the matter can be recorded and inspected at the earliest possibility.

Ark Tiles must be given a reasonable opportunity to inspect and correct any installation issue for which we are responsible. For which, the same points apply as outlined in this document.

Please do not arrange for another contractor to alter or repair the work before Ark Tiles has inspected it, unless urgent action is required for safety or to prevent further damage.

Customer Confirmation

By signing or accepting this document electronically, I confirm that:

·       I have read and understood the information above.

·       I understand that hidden issues may only become visible after work begins.

·       I understand that additional work may result in additional charges.

·       I understand that unexpected work may change the installation timetable.

·       I will provide access to the property at the agreed time.

·       I will keep the working area clear and safe for the fitter(s).

·       I agree that any additional work must be confirmed before proceeding.

·       I understand that moisture readings may be taken and recorded before installation and that additional subfloor preparation or moisture protection will only proceed after the applicable additional charge or pricing basis has been explained and approved.

·       I understand that payments for Ark Tiles work should be made directly to Ark Tiles unless Ark Tiles confirms otherwise.

Statutory Rights

Nothing in this Installation Guide is intended to exclude or restrict any rights or remedies that cannot legally be excluded or restricted under applicable consumer law.

Customer name: ___________________________________________________________

Installation address: ________________________________________________________

Proposed installation dates: __________________________________________________

Customer signature: ________________________________________________________

Signed Date: _______________________________________________________________

Please note: Any payment made to Ark Tiles LTD is considered as an agreement of this document provided after confirmation of any installation works. 

And finally, thank you for choosing Ark Tiles!