1. Scope of Terms
These terms and conditions govern the sale of goods by ATC Flooring Solutions Ltd ("ATC" or "we"), including purchases made in-store, online, or via telephone. The most up-to-date version is always available on our website.
Importance of Reading These Terms
Please read these terms carefully before placing an order. They outline our identity, how we provide goods, contract modifications, resolution of issues, and key legal aspects. If any part requires clarification, contact us before proceeding.
2. Company Information & Contact Details
Who We Are
ATC Flooring Solutions Ltd is a registered company in England, operating under Company No. 15036999. Our registered office is located at 24A BELL CLOSE SLOUGH ENGLAND SL2 5UQ. VAT Registration No: 339863456
How to Reach Us
For general inquiries, contact our customer service team:
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UK Customers: 07902 312342
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Email (Data Protection): cio@atcflooringltd.co.uk
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Email (Personal information request): myinfo@atcflooringltd.co.uk
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Email (Pre-Sales Inquiries): sales@atcflooringltd.co.uk
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Email (Customer Service): info@atcflooringltd.co.uk
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Head Office Address: 589 Lady Margaret Rd UB1 2QQ Southall.
How We Contact You
We will communicate via telephone, email, or postal mail using the details provided during your order.
3. Order Acceptance and Contract Formation
How We Process Orders
When you place an order, you are making an offer to purchase goods. We will confirm receipt via email, then verify availability and pricing before accepting your order. A contract is formed upon our written acceptance and receipt of full payment or confirmation of a finance agreement.
If We Cannot Accept Your Order
We will notify you if we cannot fulfill your order due to stock unavailability, pricing errors, or delivery constraints. No contract is formed in such cases, and you will not be charged.
Order Numbers
Each order is assigned a unique reference number. Please use this when contacting us about your order.
4. Product Information
Variations in Goods
Product images are for illustrative purposes only. Actual colours and patterns may vary due to natural material variations and digital display differences.
Suitability
Ensure goods are appropriate for your intended use by checking the manufacturer's specifications. Contact us if you require guidance.
Packaging Variations
Product packaging may differ from displayed images.
Measurement Accuracy
If you provide measurements, ensure their accuracy. We offer guidance on measuring via our website or customer service team.
Inspecting Goods Upon Delivery
Check products for defects before installation. Any modifications or installation will be considered acceptance of the goods. We are not responsible for consequential damages due to product defects or improper workmanship.
Promotions & Offers
Discounts and promotional offers are subject to stock availability and may change or be withdrawn at our discretion.
5. Changes to Orders
Customer-Initiated Changes
If you wish to modify your order, contact us promptly. We will confirm feasibility, pricing adjustments, and any impact on delivery timelines before proceeding.
6. Changes by ATC
Minor Product Adjustments
We may make minor modifications to comply with regulations or improve quality without affecting usability.
Major Changes
Significant alterations will be communicated in advance, allowing you to cancel the order for a full refund if desired.
Digital Content Updates
Where applicable, digital products will be updated to match their original descriptions.
7. Delivery & Collection
Delivery Charges
Shipping costs are detailed during the checkout process and on our website.
Delivery Timelines
Delivery dates are selectable during checkout (9 AM - 5 PM). More details are available on our delivery page.
Customer Responsibility for Information Accuracy
Incomplete or incorrect delivery details may result in order cancellation or additional charges.
Delivery Process
Deliveries are kerbside only. Customers should arrange assistance for unloading. If delivery access is restricted (e.g., private roads), inform us in advance.
Delays Beyond Our Control
If an external event causes delays, we will notify you within 30 days. If a significant delay occurs, you may cancel and receive a full refund.
Collection Option
Orders may be collected from our premises. Customers must inspect goods upon collection as transport damage post-collection is not our responsibility.
Missed Deliveries
If you are unavailable at the agreed time and delivery is unsuccessful, additional charges may apply for reattempted delivery.
Non-Collection or Failure to Re-Schedule Delivery
Failure to collect or reschedule delivery may result in cancellation, with applicable deductions for storage and administrative costs.
Non-Mainland UK Deliveries
Orders outside Mainland UK may incur extended delivery times and additional charges. We will confirm delivery options post-order placement.
Late Deliveries & Your Rights
If we fail to meet a confirmed delivery deadline (excluding delays due to external factors as per clause 7.5), you may cancel the contract.
Cancellation Due to Late Delivery
For late deliveries, you may cancel outstanding goods and request a refund.
Bespoke Goods
Custom-made products cannot be cancelled or returned unless defective.
Transfer of Responsibility
Ownership and risk transfer to you upon delivery or collection.
8. Price and Payment
Where to find the price for the product
The price of the product (which includes VAT) will be the price we describe to you in our showroom or on our website unless we have agreed on another price in writing. We take all reasonable care to ensure that the price of the product advised to you is correct.
We will pass on changes in the rate of VAT
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 including delivery costs in full before the change in the rate of VAT takes effect.
What happens if we got the price wrong
It is always possible that, despite our best efforts, some of the goods we sell may be incorrectly priced. If the product's correct price at your order date is higher than the price stated on our website, 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 unmistakable and could reasonably have been recognized by you as a mispricing, we may terminate the contract, refund you any sums you have paid, and require you to return the product at our expense.
When you must pay and how you must pay
We accept payment with credit and debit cards, PayPal, cheque, bank transfer, or via V12 Retail Finance (approval subject to status). We will not take payment from you until we have accepted your order. Once payment has been received or a finance agreement established, your order will be processed.
Important information about bank transfers
All major banks have signed up to a new industry code, Confirmation of Payee (CoP). CoP is an account name-checking service that will check if the payment details entered for a person or business match the details their bank holds.
This means that if you are making a payment to us by bank transfer, it's important to make sure you use the name Keswick Flooring Ltd when creating a new payee in your online banking. If you don't use the correct name your payment may not reach us and this will lead to delays in your order being dispatched.
9. Man Power Service (Installation, Fitters, Painters and cleaners)
Independent Service Provider
We will supply our customers with a list of independent floor-covering installers, Painters, Fitters. Please note, you are free to elect your chosen fitter and our selection is only provided for guidance. These Man Power services are not employed by us and therefore we will accept no liability if something goes wrong. A contract between you and the fitter will be independent of our contract to sell you the goods. The fitter will therefore take full responsibility for the quality of their work and service. In this respect, we cannot be held responsible for any consequential losses in relation to the fitting service.
We do not exclude or limit our liability where it would be unlawful to do so.
This includes liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation, or breach of your legal rights in relation to the goods.
Independent fitting
If incidental work or bad workmanship causes the goods to be faulty, we do not accept responsibility.
Introduction to Fitting Partner
When ATC Flooring Ltd is asked to arrange the fitting of your flooring, we act as your agent for this service. A fitting arrangement fee is charged per square meter, which covers:
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Introducing you to an independent flooring fitting specialist and coordinating the installation under a separate contract between you and them.
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Overseeing fitting standards.
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Arranging a pre-cut service for a smoother and more efficient installation at your home.
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Managing any complaints related to the fitting process on your behalf.
ATC Flooring Ltd remains fully responsible for the products we supply. Should any issues arise regarding delivery or installation, where we have introduced the fitting partner, we will act as an intermediary between you and the installer.
Fitting
Fitting services are charged separately from your ATC Flooring Ltd contract and must be paid directly to the fitting partner on the day of installation.
For carpet installations in hallways and staircases, an additional fee applies due to the extra work involved. These charges, either payable to the company or contractor, will be outlined in your sales confirmation or invoice. Fees quoted cover only the goods listed in your order.
Our fitting partners are committed to carrying out their work with skill and care. However, minor scuffs or marks on home décor may occur during the process. Freshly painted walls and wallpaper are particularly vulnerable—allow at least 72 hours for drying, and seven days for high-gloss paint. Neither ATC Flooring Ltd nor the fitting partner is responsible for redecorating unless damage is caused by negligence. It is the customer’s responsibility to inform the fitting partner of any potential hazards that could impact the installation.
Additional Paid Services
Doors, kitchen kickboards, and plinths may require trimming for proper clearance. This is not included in the standard fitting service unless agreed upon in advance. Fitting partners may need to remove doors to complete the installation, leaving them ready for you or a carpenter to trim and rehang. Some doors, such as fire doors, may require specialized modification.
Subfloor Preparation
For a flawless finish, flooring must be installed on a smooth, dry, clean, and stable surface. If your existing flooring is still in place during an inspection, our consultant or estimator may not be able to determine if subfloor preparation is necessary.
If additional work is required, such as applying a smoothing compound or installing ply boarding, the customer will bear these costs. These steps may delay installation until the necessary preparation is completed. Uneven floors can impact the final appearance of your flooring.
In most cases, our fitting partners can assist with subfloor preparation for an additional fee. However, if specialized services are needed, you may need to hire an external contractor. Any estimated subfloor preparation costs are included in the installation quote, but the final requirement may only be identified once the existing floor is removed. If you choose not to proceed with the recommended work, the fitting partner will leave the flooring at your home. In this case, the contract with ATC Flooring Ltd is considered complete upon delivery, and the installation will be at your own risk.
10.Carpets
The carpet samples displayed in-store provide a general representation of color and pattern. When installed in larger areas, variations in texture and shading may become more noticeable. Some carpets may also display a striped effect due to natural blending. As batch colors vary, an exact match between different pieces—especially from multi-width rolls—cannot be guaranteed.
All carpets are cut in 10cm increments, with a minimum order length of 1 meter. Sizes are approximate, with a tolerance of ±1.25% as per British Standard BS3655. If your room size is close to the carpet's nominal width, we recommend ordering extra material in case a join is required.
During storage and transportation, the carpet pile may flatten, causing temporary shaded bands or ‘pole marks.’ These marks will disappear over time with regular use and vacuuming. If they persist beyond three weeks, please contact us.
Carpet pile flattening is natural and can alter its appearance, particularly in high-traffic areas such as doorways, beside beds, and in front of chairs. This is not considered a fault. High-quality underlay helps prolong the carpet's lifespan, and reusing old underlay may lead to premature flattening.
For maintenance, use a vacuum cleaner with rotating brushes on cut pile carpets and a suction-only cleaner on loop pile carpets. Saxony carpets require more frequent vacuuming. Please refer to our floor care guide for further details.
11.Vinyl Flooring
Vinyl flooring is cut in 10cm increments, with a minimum order length of 1 meter. Sizes are approximate, with a tolerance of ±1.25% as per British Standard BS3655. If your room size is close to the vinyl’s nominal width, we recommend ordering extra material.
If vinyl flooring is to be installed beneath non-integrated appliances, please ensure these are removed before the fitting partner arrives. Refer to our floor care guide for further details.
12. Laminate, Luxury Vinyl Tile (LVT), Engineered Wood & Direct-to-Home Products
In-store samples represent only a small section of the overall design, meaning color and pattern variations may occur in the final product. This natural variation enhances the floor’s aesthetic appeal.
To prevent damage, always follow the supplier’s fitting and maintenance instructions. Laminate and engineered wood floors are sensitive to moisture—wet mopping can cause irreversible damage. For care recommendations, refer to our floor care guide.
Many of our flooring products are sold by square meter, while luxury vinyl, laminate, and engineered wood flooring are sold by the box. To account for color matching and installation waste, an extra 5–15% (rounded to the nearest box) will be added to your order. Herringbone installations may require an even higher allowance based on manufacturer recommendations. If additional flooring is ordered later, we cannot guarantee it will be from the same batch.
How We May Use Your Personal Information
Please see our privacy policy outlining how we will obtain and process your personal data.
13. Product Guarantees
We are committed to providing goods that meet high standards of quality, align with provided samples, and are suitable for their intended purpose. Some products come with additional warranties, either from us or directly from the manufacturer. In cases where warranties are provided by the manufacturer, we do not assume any responsibility for their terms or coverage.
The duration of our wear guarantee varies depending on the specific flooring type, as each product has unique characteristics. Manufacturer wear guarantees focus solely on preventing the floor from becoming ‘threadbare’ and do not cover changes in appearance.
For vinyl, laminate, and LVT flooring, the visual condition may naturally change over time due to usage, maintenance, and environmental factors, which can differ from home to home. Surface imperfections such as stains, scratches, abrasions, and marks are not included in the wear guarantee. Regular cleaning will help maintain the floor’s appearance; however, general wear and tear is inevitable.
The warranty will be void in cases of damage resulting from negligence, misuse, removal, fire, water damage, or similar incidents. Additionally, any damage or discoloration caused by unsuitable cleaning products or improper maintenance methods is not covered. For detailed care recommendations, please refer to our floor care guide.