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Terms of service

Carpetly Terms of Service

Last updated: 21st January 2026

These Terms of Service ("Terms") govern your use of the Carpetly website, services, and any products supplied by Carpetly ("we", "us", "our"). By placing an order, booking a home visit, or using our website, you agree to these Terms.

If you do not agree, please do not use our services.

1. About Carpetly

Carpetly is a UK-based carpet retailer providing an end-to-end service that includes the supply of carpet, underlay, accessories, and professional fitting. Services are currently available in selected areas only.

2. Our Services

Carpetly provides:

  • Online browsing and ordering of carpets
  • Free carpet samples
  • Instant online pricing
  • Optional home visits and measured surveys
  • Professional carpet fitting by skilled local installers

All services are subject to availability and location.

3. Pricing & What’s Included

Unless stated otherwise, Carpetly prices include:

  • Carpet
  • New underlay
  • Carpet gripper and door bars (where required)
  • Professional fitting
  • Uplift and disposal of existing flooring (if selected and paid for)

Prices are based on the information provided by you at the time of order. Final pricing may be adjusted if measurements or site conditions differ materially from those supplied.

We aim to be transparent at all times. Any changes will be discussed and agreed before work proceeds.

4. Samples

Free samples are provided to help you choose colour and texture. Samples are for guidance only and may vary slightly from the final product due to batch, lighting, or manufacturing differences.

Ordering samples does not reserve stock or pricing.

5. Measuring & Accuracy

You may:

  • Measure your space yourself using our online guides, or
  • Book a professional measured survey

If you choose to self-measure, you are fully responsible for the accuracy of the measurements provided. Carpetly prepares and cuts carpet based on the dimensions supplied by the customer.

If measurements supplied by the customer are incorrect and the carpet ordered cannot be made to fit, the customer will be liable for the cost of any replacement carpet, materials, and associated fitting required.

Carpetly cannot accept responsibility for shortages, excess material, delays, or additional costs arising from incorrect measurements provided by the customer.

Where appropriate, we may recommend or require a professional check measure prior to fitting. Declining a recommended check measure does not remove the customer’s responsibility for measurement accuracy.

6. Home Visits & Measured Surveys

Home visits are subject to availability. Appointments must be kept or cancelled with reasonable notice. 

Measured surveys are non-invasive and do not include moving heavy furniture or lifting existing flooring unless agreed in advance.

7. Fitting & Installation

Carpetly arranges professional carpet installation with it's in-house fitting team. All installations are carried out on an agreed fitting date, subject to site conditions being suitable for installation.

Preparation & Access

Customers are responsible for ensuring that rooms are accessible and reasonably prepared for installation on the agreed fitting date.

Carpetly fitters are happy to move a small amount of standard furniture, such as sofas or beds, where it is safe to do so and access allows. This is offered as a courtesy and not a guaranteed service.

However, unless explicitly agreed in writing prior to installation, fitters will not move:

  • Electrical or gas appliances (including TVs, fridges, washing machines, cookers)
  • Fragile, valuable, or irreplaceable items
  • Personal possessions, clutter, or boxed items

Customers must ensure that electrical goods and personal belongings are removed from the fitting area before installation.

If rooms are not adequately prepared, installers may:

  • Request that items are removed before work begins
  • Decline to fit around obstructions
  • Reschedule the installation (which may result in additional charges)

Carpetly accepts no liability for damage to furniture or belongings left in the fitting area.

Disposal of Existing Flooring

Removal and disposal of existing carpet, underlay, gripper rods, or other floor coverings is not included unless clearly stated on your order confirmation or agreed in advance.

Where disposal has been purchased as an additional service:

  • Existing flooring will be uplifted and disposed of responsibly
  • Customers must ensure the area is accessible and free from obstructions

Where disposal has not been included, customers are responsible for removing and disposing of old flooring prior to the fitting date. Failure to do so may result in delays, rescheduling, or additional charges.

Additional Works

Any additional work — including subfloor preparation, trimming doors, floor repairs, or uplift of existing flooring — is not included unless explicitly stated and agreed in advance. 

8. Changes, Cancellations & Refunds

Custom-Made Products

Most carpets are cut to order and therefore considered custom-made. Once production has begun, orders cannot be cancelled or refunded unless faulty.

Cancellations

  • Cancellations before production may be eligible for a refund, less any costs incurred.
  • Missed fitting appointments may incur a charge.

Refunds

Refunds, where applicable, will be processed to the original payment method.

9. Faults & Complaints

If you believe there is a fault with your carpet or installation, you must notify us as soon as reasonably possible.

Normal wear, shading, pile reversal, flattening, or changes caused by use are not considered faults.

We will assess issues fairly and in line with manufacturer and industry standards.

10. Access & Site Conditions

You must ensure:

  • Safe and reasonable access to the property
  • A suitable working environment for fitters
  • Utilities (electricity, lighting) are available

Unsafe or unsuitable conditions may result in delays or additional charges.

11. Liability

Carpetly is not liable for:

  • Issues caused by inaccurate information supplied by the customer
  • Delays outside our reasonable control
  • Indirect or consequential losses

Nothing in these Terms limits your statutory rights under UK consumer law.

12. Availability & Service Area

Carpetly services are limited to specific geographic areas. Orders placed outside our service area may be cancelled or refunded.

13. Website Use

You agree not to misuse our website, attempt unauthorised access, or interfere with its operation.

All content on the website remains the property of Carpetly and may not be reproduced without permission.

14. Privacy

Your personal data is handled in accordance with our Privacy Policy.

15. Changes to These Terms

We may update these Terms from time to time. The latest version will always be available on our website.

16. Governing Law

These Terms are governed by the laws of England and Wales. Any disputes shall be subject to the exclusive jurisdiction of the English courts.

17. Contact Us

If you have any questions about these Terms, please contact:

📧 info@carpetly.co.uk
🌐 www.carpetly.co.uk

Carpets. Made Easy.