Pay Later Carpets – Customer Terms and Conditions
Please read these Terms carefully before using Services or other material available from our site. You should understand that by using any of our Services, you agree to be bound by these Terms, to the exclusion of any other terms and conditions. We recommend that you print a copy of these Terms for your personal reference. Please contact us to discuss any information you are unsure about on 0345 0524179.
Please note that if you refuse to accept these Terms, you will not be able to use our service.
Pay Later Carpets Ltd aim to give you the best possible value and service at all times. The following Terms and Conditions will explain how we will deal with your order and you should read them carefully.
- Your Order
By placing an Order with us, you are accepting these Terms
1.1 When you place your order, you are inviting us to enter into a contract with you to supply the bespoke products you have selected at the price indicated on your order form. Acceptance of your order, and the activation of the Contract, will take place when you have signed the agreement and your deposit is paid or direct debit has been activated, whichever is sooner. You will receive an email as soon as you have activated your direct debit mandate to confirm activation of your account and contract.
1.3 If you have a valid discount voucher to redeem, please advise us at the time of making your appointment and the discount will be deducted from the total on production of the appropriate ID/voucher etc at the point of purchase during your appointment.
1.4 If you have provided your own measurements, you are responsible for these being accurate and Pay Later Carpets accepts no liability if the floor covering does not fit. Therefore, please make sure that these are correct at the time of ordering to avoid any issues upon delivery or when the floor covering is fitted.
1.5 If we are unable to accept your order, we will inform you of this and will not charge you for the product. By way of examples this might be because the product is out of stock, because of unexpected limits on our resources which we could not reasonably plan for, because we have identified an error in the price or description of the product or because we are unable to meet a delivery deadline you have specified.
1.6 The images of the products on our website and any promotional material are for illustrative purposes only. Although we have made every effort to ensure the colours are accurately represented there may be minor variations and we cannot guarantee that a device’s display of the colours accurately reflects the colour of the products. Your product may vary slightly from those images.
2. Payments – Deposit and Payment Plan
2.1 A deposit payment using cash, bank transfer or a debit or credit card is taken at the time you place your order with your consent and in your presence if you are happy with your product and price and choose to go ahead and place an order.
- A minimum amount of at least £40.00 of this deposit is non-refundable in the event of cancellation once your agreement is active and will be applied to offset the additional costs and expenses incurred in the event of the cancellation of the order at a later time.
2.2 Fitting costs will be provided at the time of purchase and this payment is to be paid by the customer to the fitter directly on the day of fitting for their services. Fitting costs cannot be added to the instalment payment plan as this is a service and not a product. The fitting cost is subject to change if you amend your order.
2.3 The balance of your purchase cost will be collected in agreed instalments by Direct Debit arrangements which are processed using an independent company’s secure payment processing system. To set up the mandate, you enter your bank details and we do not see, or have access to, or hold any of your payment information or bank details.
2.4 The date for collection of the first payment will be agreed with you at the point of purchase and will be the next date available based on your payment schedule (this will be before your fitting date). This date will be documented on your agreement and payments will continue to be collected on each subsequent agreed date.
2.3 If a payment is missed or the agreed payment plan is not adhered to, the total amount of the balance remaining on the account will become due for full and immediate payment, unless contact has been made with ourselves to seek support and/or alternative payment arrangements agreed. If we are unable to collect an outstanding balance, the debt will be passed to a third-party debt recovery company to pursue collection of this on our behalf.
2.4 If your direct debit mandate is cancelled without prior notice to Pay Later Carpets Ltd, at any stage, and we are unable to reactivate this in time for your next payment due to be collected, your payment plan agreement will become void, and the total amount of the balance outstanding will become due for payment immediately and in full. Non-payment of this within 7 days of notice, will result in the debt being passed to a debt recovery company to pursue collection of this on our behalf.
2.5 Pay Later Carpets Ltd strives to be a fair and responsible lender and as such we would always prefer to work with customers who are having difficulty in managing their payment plan and have policies and processes in place in relation to this, to identify and offer alternative affordable solutions, personalised to each individual customers circumstances. In order to do this, any customers having difficulty will need to stay in regular contact with our Customer Services team to enable us to provide this support and to prevent escalation of any situations concerning missed payments etc.
2.6 We have policies and processes in place to support vulnerable customers or customers who find themselves in financial difficulty. You can contact us on 03450524179 or email us at firstname.lastname@example.org or the email address on your order documentation, to discuss these.
2.7 The price of the product (which includes VAT) will be the price stated on your order form and the payment dates required will also be stated. We take all reasonable care to ensure that the price of the product advised to you is correct.
2.8 If the rate of VAT changes between your order date and the date we supply the product, we will adjust the rate of VAT that you pay, unless you have already paid for the product in full before the change in the rate of VAT takes effect.
2.9. It is always possible that, despite our best efforts, some of the products we sell may be incorrectly priced. We will normally check prices before accepting your order so that, where the product’s correct price at your order date is less than our stated price at your order date, we will charge the lower amount. If the product’s correct price at your order date is higher than the price stated to you, we will contact you for your instructions before we accept your order. If we accept and process your order where a pricing error is obvious and unmistakeable and could reasonably have been recognised by you as a mispricing, we may end the contract, refund you any sums you have paid and require the return of any goods provided to you.
3.Delivery / Fitting
3.1 Delivery and/or installation dates/times are estimates only and given in good faith but are not guaranteed times or dates and should not be relied upon as such. Time is not of the essence of the contract. If the expected delivery time is likely to, or does, exceed 50 days you will be entitled to cancel your order if you wish and receive a full refund, unless we have advised you of a longer timescale and you have agreed to it at the time of signing your agreement. We aim to arrange for a fitting date which is within 3-4 weeks of the date of your Credit Agreement becoming binding – (15 days after the Agreement is signed if allowing for a 14-day agreement withdrawal period) or 3-4 weeks from the date of signing your agreement if you have requested to waver your rights to the 14-day agreement withdrawal period. If “Priority Fitting” is selected, fitting will be completed within the timescale agreed at your survey appointment and according to your requirements.
3.2 We are not responsible for delays outside our control. If our supply of the products and/or services is delayed by an event outside our control, then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this we will not be liable for delays caused by the event, but if there is a risk of substantial delay you may contact us to end the contract and receive a refund for any products you have paid for but not received.
3.3 Please check that the products you receive are the ones you ordered, the correct colour and size, and that they are examined for apparent faults or damage at the time of delivery and before installation/assembly. It is your responsibility to do this. If on inspection you have any doubts, please advise us immediately.
3.4 Customers must provide a full 24 hours’ notice for changes to/cancellation of an agreed fitting arrangement. Any fitting appointments cancelled by customers with less than 24 hours’ notice given, may incur a rescheduling charge (at the time or writing this is £35.00) to be paid prior to the provision of a new fitting date.
3.5 If we are unable you contact you to arrange fitting after making all reasonable attempts, we will notify you that we will wait for you to make contact with us to arrange fitting. If at any time prior to your flooring installation, your payment account is not maintained as per the agreement, we may take the decision to cancel your order and close your account down and will retain a “reasonable” amount of any payments made, to cover our expenses and costs incurred.
3.5 Access – It is your responsibility to ensure that there is adequate free parking and free and clear access and clearance to allow the products to be delivered without damaging the products or any decoration through the route of access. If you do not do so, no responsibility is accepted for any damage caused unless and to the extent we have been negligent and a charge of £35.00 may be applied if we have been unable to provide fitting through issues cause from access issues we have not been notified of in advance.
3.6 Storage of Products – We will only keep products in our warehouse free of charge, for a maximum of three months after the date of your order, this includes any part-fitted products. You must accept delivery of your products within this time. If not, you authorise us to dispose of your products with no liability on us. If we agree to store your products for longer than three months, we will advise you of the charges for storage which we may choose to apply, and you agree to pay such charges in advance. Further, you accept that during the period in excess of three months, your products may be damaged, and you accept full responsibility for such damage.
3.7 Fitting works – In order for us to arrange for your floor covering to be fitted, you appoint us as your agent to arrange the fitting of your product. We will take reasonable care to identify a fitter we believe is suitable to fit the products you have purchased from us and liaise with you and the fitter to arrange a suitable date. You authorise us to enter into an oral contract for fitting of your product(s) (and uplift of your current products if you have chosen this option) with independent self-employed fitters in your name and on your behalf. The contract for fitting will be under a separate agreement between you and the fitter. You must pay the fitter for the fitting services on completion of the fitting, unless the fitting is taking place on different occasions, in which case you must pay the fitter for the work completed on each occasion (for example, if a lounge, hall, and dining room carpet are fitted in months 1, 2 and 3, as part of a home refurbishment, you must pay the fitter the relevant proportion of the fitting charge upon completion of fitting each room).
3.8 We retain full responsibility for the products (under the manufacturers own guarantee) and services we supply, and the fitter is responsible for the standard and quality of, and any liability arising from, delivery and/or installation. Payment for the fitting is made directly to the fitter on the day your order is fitted.
3.9 The charges quoted are for the products shown on the order only. If you require additional fitting services these can be agreed with the fitter in advance and quoted for separately.
3.10 When your products have been delivered you have a reasonable opportunity to make sure that they are the products you ordered. If they are not, you must not allow them to be cut into, fitted or use them (other than to check whether or not they are the right products). You must retain the packaging so that this can be reused, if possible, for their return. You will be responsible for the condition of the products and for their reasonable care whilst they are in your possession. Please advise the fitter and contact us immediately prior to commencement of fitting. If you do not raise any concerns prior to fitting and allow the fitter to install the product, you are accepting that the product is the correct one as selected and ordered and will have no recourse for complaint after fitting has commenced or been completed.
3.11 Your legal rights if we deliver goods late. You have legal rights if we deliver any goods late. If we miss the delivery deadline for any goods, then you may treat the contract as at an end straight away if any of the following apply:
(a) we have refused to deliver the goods.
(b) delivery within the delivery deadline was essential (taking into account all the relevant circumstances); or
(c) you told us before we accepted your order that delivery within the delivery deadline was essential.
3.12 Ending the contract for late delivery. If you do choose to treat the contract as at an end for late delivery under clause 3.11, you can cancel your order for any of the goods or reject goods that have been delivered. If you wish, you can reject or cancel the order for some of those goods (not all of them), unless splitting them up would significantly reduce their value. After that we will refund any amounts you have paid to us for the cancelled goods and their delivery. If the goods have been delivered to you, you must allow us to collect them from you. We will pay the costs of collection. Please call customer services on 0345 0524179
3.13 Additional costs
Door trimming – Doors may need to be trimmed to allow clearance depending upon the depth of your chosen floor covering. This is not part of the fitting work unless this has been specifically agreed in advance. Fitters may remove doors to facilitate fitting and have them ready for you or your appointed carpenter to carry out the trimming and re-hanging. If you have fire doors, external doors or non-wood doors that require trimming, this will need to be carried out by a specialist carpenter and this is not a service which we will either carry out or arrange. We are also unable to remove, or arrange the removal of, any fire doors or external doors so arrangements must be made prior to the fitting date to avoid any delays.
- Uplift and disposal – If you have opted for the ‘uplift and/or disposal’ service in advance of your fitting date, the fitter, under the contract between you and the fitter, will remove your old flooring and all offcuts and packaging from your new flooring. Even if you have paid for the service, the fitter will only carry out this work if the floorcovering is not soiled and there is no health and safety risk to the fitter in respect of the product being uplifted. Your fitter will return the flooring removed to Pay Later Carpets Ltd for disposal. If you have decided not to opt for this service, it is your responsibility to uplift your existing flooring prior to your fitters’ arrival and ensure the area is clean and empty of furniture. Your fitter will then bag up any offcuts from your new flooring and leave them for you to dispose of. Your fitters will move up to five pieces of empty furniture from your room. This does not include white or electrical goods, pianos, antiques, or items over 4ft in height. Please ensure that these items contents are cleared prior to the fitting date to avoid any delays or inconvenience with your fitting.
- Travel – We expect self-employed floorcoverings installers to cover the cost of travel up to an agreed round trip from the store to the installation address. There may be additional charges for longer distances, difficult parking restrictions or unusual requests e.g., ferry crossings. These charges will be payable by the customer to the fitter.
3.14 Fitting/Installation Disclaimer:
Damage and scuff marks – Fitters undertake to carry out their work with reasonable skill and care, but even with the greatest care home décor may be marked or scuffed during the fitting process. New paintwork and wallpaper are especially vulnerable and should be allowed to fully dry. A minimum of two weeks is recommended. Neither Pay Later Carpets nor any fitter undertake to carry out any redecoration, except where damage has been caused by that person’s negligence.
Subfloor – Our home flooring surveyor and subfloor preparation – We will only carry out and take responsibility for any free survey where the product to be installed is subsequently purchased from us. If you have asked our home flooring surveyor to visit your home and check the suitability of a particular product to be supplied by us for your flooring, the survey is limited to checking what is physically visible without lifting existing floor coverings. If you would like the entire subfloor checked, it is your responsibility to lift the existing floor coverings prior to inspection. Following inspection, we will advise of any works that may be necessary prior to the installation of your product as revealed by the survey of the subfloor. You can then decide whether you wish for a fitter recommended by us to carry out any subfloor preparation under a separate agreement between you and the fitter, or whether you wish to arrange to carry out any appropriate works yourself.
If you elect to carry out any subfloor preparation works, it is your responsibility to ensure that the works are completed to an appropriate standard in accordance with the manufacturer’s instructions for the product(s) used and all relevant British Standards. You will need to provide us with evidence that this has been completed prior to the fitter attending to fit the floor covering.
If we are negligent in carrying out the survey resulting in damage to the floor covering and the product is subsequently purchased from us, we will:
- Uplift the floor covering
- Carry out any works which would have been identified had we not been negligent; and
- Re-lay the uplifted floor covering (unless it has been damaged whilst being uplifted, in which case it will be replaced)
Quotations and fitting – All quotations and orders are on the basis that the subfloor is suitable for fitting the flooring you have selected without additional work. It is your responsibility to ensure that this is the case. We can carry out a free home flooring survey (please see above). Any fitter recommended by us will fit the product on your subfloor as it is when he or she arrives to fit the floor covering, unless you have asked us to arrange for any works to be carried out to your subfloor. If any damage is caused to the product as a result of your subfloor being inadequate, all costs associated with remedying the subfloor and replacing any product are solely your responsibility unless we carried out a survey, please see above.
3.15 Responsibility for goods – You will take responsibility of the goods from the time your flooring is delivered to your address.
- Cancellation of orders/contracts
Under certain circumstances, orders/contracts may be cancelled prior to installation of goods by ourselves or the customer
4.1 Cancellation By Us: We may have to suspend the supply of a product to:
(a) deal with technical problems or make minor technical changes.
(b) update the product to reflect changes in relevant laws and regulatory requirements.
(c) make changes to the product if a manufacturer fault is identified
Your rights if we suspend the supply of products. We will contact you in advance to tell you we will be suspending supply of the product, unless the problem is urgent or an emergency. You may contact us to end the contract for a product if we suspend it or tell you we are going to suspend or postpone it, in each case for a period of more than 3 Months and we will refund any sums you have paid in advance for the product in respect of the period after you end the contract.
We may also suspend supply of the products/cancel your order/end the contract:
- If you do not pay us for the products when you are supposed to and you still do not make payment within 15 days of us reminding you that payment is due, we may suspend supply of the products until you have paid us the outstanding amounts. We will contact you to tell you we are suspending supply of the products.
- If you have cancelled your fitting date on more than two occasions without the required notice.
- If we are unable to contact, you to arrange fitting after exhausting all reasonable attempts
- If there is any indication that you have not fully understood the agreement details and payment arrangements
- If there is any new evidence to suggest that the customers pose an increased risk for non-payment than was originally indicated at the time of purchase.
- Following any incidence of conflict resulting in aggression or abuse to any employee of Pay Later Carpets
4.2: Cancellation by you:
You can always end your contract with us. Your rights when you end the contract will depend on what you have bought, whether there is anything wrong with it, how we are performing and when you decide to end the contract:
(a) If what you have bought is faulty or misdescribed you may have a legal right to end the contract (or to get the product repaired or replaced or a service re-performed or to get some or all of your money back)
If you think that the goods supplied are faulty, you must contact us on 0345 0524179 to notify of the complaint and to allow us the opportunity to have the goods inspected. All of our products are covered by a manufacturer guarantee and where appropriate, we will support you in raising this issue with the manufacturer. If we are found to be at fault, we will offer a repair, replacement or partial/full refund.
(b) If you want to end the contract because of something we have done or have told you we are going to do.
If you are ending a contract for a reason set out at (i) to (v) below the contract will end immediately and we will refund you in full for any products which have not been provided and you may also be entitled to compensation. The reasons are:
(i) we have told you about an upcoming change to the product or these terms which you do not agree to;
(ii) we have told you about an error in the price or description of the product you have ordered, and you do not wish to proceed.
(iii) there is a risk that supply of the products may be significantly delayed because of events outside our control.
(iv) we have suspended supply of the products for technical reasons or notify you we are going to suspend them for technical reasons, in each case for a period of more than 3 Months.
(v) we have exceeded our “reasonable” delivery timescale or not adhered to an agreed delivery/fitting date.
(c) If you have just changed your mind about the product, depending on the individual circumstances, you may be able to get a refund if you are within the cooling-off period, but this may be subject to deductions (and you will have to pay the costs of return or collection of any goods if they have been delivered);
Under the Consumer Credit Act 2015, a 14-day cooling off period is only applicable where a contract has been made either:
- over the internet; or
- by telephone; or
- offsite/at your home
Please Note: Pay Later Carpets Ltd do not carry out cold calls to any homes. Following a customer lead enquiry, all contracts are made as a result of visits being requested by and appointments being pre-arranged with the customer after being provided with full, comprehensive and transparent information regarding our purchase process and account operations and all agreements are signed in the customer’s home.
Exercising your right to change your mind (Consumer Contracts Regulations 2013), for most products bought off-premises you have a legal right to change your mind within 14 days allowing you to cancel the Consumer Credit Agreement, however, please note the different rights for Bespoke Products with regard to refunds of deposits. These rights, under the Consumer Contracts Regulations 2013, are explained in more detail in these terms.
4.3 When you don’t have the right to change your mind. You do not have a right to change your mind and receive a full refund in respect of:
(a) services, once these have been completed, even if the cancellation period is still running.
(b) Any Bespoke Products.
4.4 How long do I have to change my mind? How long you have will depend on what you have ordered and how it is delivered.
(a) Have you bought services (e.g., surveying or fitting). If so, you have 14 days after the day we email you to confirm we accept your order. However, once we have completed the services you cannot change your mind, even if the period is still running. If you cancel after we have started the services (such as surveying/fitting), you must pay us for the services provided up until the time you tell us that you have changed your mind (please see the table at the end of this agreement (the “Table”).
(b) Have you bought goods (for example, carpets)? If so, you have 14 days after the day you (or someone you nominate) receives the goods, unless
Your goods are split into several deliveries over different days. In this case you have until 14 days after the day you (or someone you nominate) receives the last delivery to change your mind about the goods unless the goods have already been installed. Please note that our flooring products will nearly always fall within the category of being “Bespoke Products.”
(d) In all other cases (if we are not at fault and there is no right to change your mind), each case will be considered on an individual basis.
4.5 Ending the contract (once it is “active”)where we are not at fault and there is no right to change your mind. Even if we are not at fault and you do not have a right to change your mind, you can still end the contract before it is completed, but you may have to pay us compensation. A contract for goods is normally completed when the product is delivered (with the exception of “bespoke products”) and paid for. A contract for services is completed when we have finished providing the services and you have paid for them. If you want to end a contract before it is completed where we are not at fault and you have not changed your mind, just contact us to let us know. The contract will end immediately, and we will refund any sums paid by you for products not provided but we may deduct from that refund (or, if you have not made an advance payment, charge you) the sums calculated as per the Table depending on the date on which you end the contract, as compensation for the net costs we will incur as a result of your doing so.
Your Right to cancel
The right to cancel does NOT apply to products that are made/prepared to your specifications (Bespoke Products). This includes floor coverings, which have been cut from a roll to your specific order measurements. We will find out whether or not your order has already been cut to your specifications and if we have not already taken receipt of the products from the manufacturer or an invoice been raised to ourselves for the cost of your products from the manufacturer, we will accept a cancellation of your order, minus any non-refundable deposit.
If, however, the product has been prepared for you (i.e. received from the manufacturer and cut to your specifications or size) or we has already taken receipt of the products or received an invoice from the manufacturer for the products, we will only accept cancellation if we may deduct a proportion of the purchase price (cutting cost) from the refund we issue to you to cover the losses we will incur in having to sell your purchase as a reduced remnant price if this is at all possible. In addition, we have the right to cover all additional costs incurred, including but not limited to, additional admin costs incurred from the cancellation, wholesale cost of goods and loss of profit as a result of a cancellation requested by a customer if the reason for this cancellation is not as a result of any failing on the part of ourselves. We will advise you of any such charge and you may then decide whether or not you wish to cancel the order.
4.6 How to Request a Cancellation
If your good have not been delivered (through fault of ourselves) and you wish to cancel it you can do so in one of the following ways:
- Via Facebook Messenger
- By emailing email@example.com
- By phone. Please contact our Customer Service Team on 0345 052 4179
One of the team will check the status of your order and confirm if the cancellation is possible. Cancellation with full refund will not be possible if the flooring has already been received from the manufacturer or an invoice raised to ourselves for it, or if the product has already been cut to your specific order size.
4.7 Refunds – If we have agreed to issue any refund will refund we will do this by the method you used for payment unless this was a cash payment made at your survey appointment. Due to logistical difficulties and for audit purposes, any refunds of payments made in cash will be issued by a Bank Transfer. However, we may make deductions from the price, as described and in accordance with the Table. Refunds for any reason can take up to 30 days to reach your bank.
4.8 Deductions from refunds if you are exercising your right to change your mind.
If you are exercising your right to change your mind:
(a) We may reduce your refund of the price (excluding delivery costs) to reflect any reduction in the value of the goods. If we refund you the price paid before we are able to inspect the goods and later discover you have treated them in an unacceptable way, you must pay us an appropriate amount.
(b) Where the product is a service, we may deduct from any refund an amount for the supply of the service for the period for which it was supplied, ending with the time when you told us you had changed your mind. The amount will be in proportion to what has been supplied, in comparison with the full coverage of the contract. In particular, we will charge £20.00 for the initial surveyor’s additional work in measuring up at your property. Any subsequent visits to your property by a surveyor (for a re-measure for example) will be charged at £20.00 per visit.
4.9 When your refund will be made. We will make any refunds due to you as soon as possible. If you are exercising your right to change your mind:
(a) If the products are goods, your refund will be made within 14 days from the day on which we confirm your refund.
(b) In all other cases, your refund will be made within 14 days of your telling us you have changed your mind.
4.10 If we agree to issue a refund on your purchase, the deductions which will be applied are as follows:
For Cancellations within 14 days of order confirmation
- Cost of extended survey appointment time (to complete purchase) £20.00
- Cost of subsequent Survey visits if completed £20.00 / visit
- Additional administration costs to process initial purchase and cancellation £20.00
- For Bespoke Products, prepared/invoices/received from supplier 50% of the order price of products
- Bespoke Products fitted 100% of the order price of products
For Cancellations after 14 days of order confirmation (or before 14 days if rights to 14-day withdrawal period have been waived)
- Cost of extended survey appointment time (to complete purchase) £20.00
- Cost of subsequent Survey visits if completed £20.00 / visit
- Additional administration costs to process initial purchase and cancellation £20.00
- Bespoke Products, prepared/invoices/received from supplier 50% of the order price of products
- Bespoke Products fitted 100% of the order price of products
- Responsibility for loss
5.1 We are responsible to you for foreseeable loss and damage caused by us. If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking this contract or our failing to use reasonable care and skill, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen, for example, if you discussed it with us during the sales process.
5.2 We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors; for fraud or fraudulent misrepresentation; for breach of your legal rights in relation to the products including the right to receive products which are: as described and match information we provided to you and any sample or model seen or examined by you; of satisfactory quality; fit for any particular purpose made known to us; supplied with reasonable skill and care and, where installed by us, correctly installed; and for defective products under the Consumer Protection Act 1987.
5.3 When we are liable for damage to your property. If we are providing services in your property, we will make good any damage to your property caused by us while doing so. However, we are not responsible for the cost of repairing any pre-existing faults or damage to your property that we discover while providing the services.
5.4 We are not liable for business losses. We only supply the products for domestic and private use. If you use the products for any commercial, business or re-sale purpose we will have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.
6.1 We may transfer our rights and obligations under these terms to another organisation. We will always tell you in writing if this happens and we will ensure that the transfer will not affect your rights under the contract.
6.2 You may only transfer your rights or your obligations under these terms to another person if we agree to this in writing.
6.3 This contract is between you and us. No other person shall have any rights to enforce any of its terms.
6.4 Each of the paragraphs of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.
6.5 If we do not insist immediately that you do anything you are required to do under these terms, or if we delay in taking steps against you in respect of your breaking this contract, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date. For example, if you miss a payment and we do not chase you, but we continue to provide the products, we can still require you to make the payment at a later date.
6.6 These terms are governed by English law, and you can bring legal proceedings in respect of the products in the English courts. If you live in Scotland, you can bring legal proceedings in respect of the products in either the Scottish or the English courts. If you live in Northern Ireland, you can bring legal proceedings in respect of the products in either the Northern Irish or the English courts.
- After Sales Service / Complaints Procedure
If you require any help or are not satisfied after you have made your purchase, please contact us. It is really important that you tell us if you are not satisfied as soon as possible to enable us to put things right for you quickly.
7.1 To make a complaint, contact us on 0345 0524179 in the first incidence to allow us to assist you and to see if the matter can be resolved simply. Most issues can be resolved very quickly in this manner.
7.2 If you feel the need to make a formal complaint:
- a) Contact us by email at firstname.lastname@example.org, or by letter, detailing the nature of your complaint, the date of the incident, names of any relevant staff involved, and include your preferred contact details.
- b) We will reply to acknowledge your complaint within 3 working days of receipt of this.
- c) For more complex complaints, we will aim to resolve the issue and advise you of an outcome within 28 days.
About The Financial Ombudsman
This is an impartial service. The Financial Ombudsman deals with complaints between individual customers and businesses, once they have reached the point where they cannot reach a satisfactory outcome themselves.
You can contact The Financial Ombudsman if:
- Your complaint is about our consumer credit regulated activity and we have not resolved it to your satisfaction.
- We have not issued a full response within 8 weeks from when you first let us know about your concerns.
If you decide to contact The Financial Ombudsman, you should do so within six months of receiving our final response to your complaint.
Further information can be found at:
Each individual Pay Later Carpets franchise is authorised and regulated independently, by the Financial Conduct Authority
Pay Later Carpets takes data protection very seriously. All data is stored and treated with complete confidentiality and in accordance with the relevant legal obligations. More details regarding use of data can be found in our Privacy Notice on our website www.paylatercarpets.com