Our booking terms and conditions.
We've put together this list of requests based on customer expectations and employee needs. We aim to make sure the booking goes as smoothly as possible and we hope that the list below helps us to do this.
Do you have a call-out charge?
Travelling to and from bookings can take a fair amount of time for our installers. We charge a minimum of £50 per booking for any combination of our services. If we attend and are told that the actual list of items to build equates to less than the £50 for any reason, we will charge the full £50 as agreed on the booking. This just makes it fair to us as a business and to the installer who attends.
How do I pay?
We prefer all payments to be made my credit or debit card using the link found on your booking confirmation or by bank transfer. If you haven't received a link, please contact us to get one by SMS. Full balance is payable on completion of the work. All payments will be receipted electronically by us.
If payment is not made by midnight on the following date of the booking, a £10 charge may be added to the balance. We feel this allows enough time for the customer to identify any defects. The admin charge covers our labour costs chasing a payment.
All of our direct bookings are secured with a £50 deposit (our minimum call out charge). This is for new and existing customers.
This is only payable once both parties have agreed the date and time of the booking and, your booking is confirmed once the £50 deposit has been paid securely by card using the link on your booking confirmation. The deposit amount will be deducted from your final balance.
If the deposit is not paid by midnight on the date when the booking has been agreed, the booking will not be confirmed and the available slots may change.
What if I need to cancel my appointment?
We try to be as fair as possible with this. If you need to cancel your booking with more than 24 hours before the booking date and time, there will not be a charge. If less than 24 hours notice is given, we have the discretion to retain the deposit amount of £50.
Rescheduling my booking. If you wish to simply reschedule the appointment for another date, this will need to be re-booked as soon as possible and usually rescheduled with two days (except for exceptional circumstances) with the booking being completed within 28 days of the original booking date. The deposit will be retained by us and deducted from the final balance. If the booking is not completed within 28 days of the original booking, the deposit amount shall be forfeited by the client.
If you cancel your appointment with less than 24 hours and after seven days, you have not rescheduled your booking, it will be deemed that you do not wish to reschedule and the deposit will be forfeited by the client.
Our time is equally as valuable as yours. As a business, we need to know as soon as possible if you need to cancel so that we can give your booking to somebody else. That way, we don't need to charge a cancellation fee.
Updated 8th August 2022.
Third party bookings
If you have booked our build service through a third party, you will have paid in advance for your build service. The contract is between us (the supplier) and you (the customer).
In these circumstances, we will not charge a re-attendance fee if there are missing or damaged parts that require replacement. We will arrange for the parts to be dispatched to you and arrange a return date with you. Our return date may not fall within our 7-10 day lead time but we will endeavour to meet this.
Cancellation of your build service.
If, after paying for your build service, you decide you no longer wish to have the item assembled for ANY reason, you should contact the third party where you paid for the build service. Where a build service is cancelled, there will be a £36 fee which will be deducted from the initial build service amount you have paid.”
If, in the unlikely event that Kent Flat Pack Ltd need to reschedule your booking, we will give you the option of a full refund of your deposit or, offer you an alternative date and time immediately to give you the option. We will be as flexible as possible with the alternative arrangement.
Paying in full, in advance.
You are welcome to pay the full balance in advance. Please contact us if you’d like to do so.
Can you take away the boxes after?
We can’t dispose of the cardboard but we’ll always tape it up and move it to the front garden for you.
What details do you need from me?
Full address and contact details are required at time of booking. These details will only be used by Kent Flat Pack and not for any other purpose.
IMPORTANT: What do I need to do beforehand?
To enable the booking to go as smoothly as planned, please ensure:
The furniture is left in the room(s) where they are to be built.
Smoking: All of our staff are non-smokers. While it is your home we're working in, our staff do reserve the right to decline to work in a room where the occupant is smoking or, has been smoking heavily. This is for their own safety as well as the benefit of other customers that day.
That there is sufficient floor space in each room for the furniture to be built (or even better, completely empty).
If there are children or animals present, that they are kept away from the work area. This is for safety purposes due to many small parts being present.
Our technicians work methodically and as efficiently as possible. We need the room we're working in to be as clean and clear as possible.
We are kept informed of any additions or amendments to the furniture as soon as possible. Please tell us as soon as possible if there are any changes to the furniture.
If for example, the boxes are delivered to the garage and require assembling in the bedrom, we are happy to move the items but this will be charged additionally at a rate of £12.50 per fifteen minute period.
Our job is to assemble your items for you. We may need to add an additional charge where: it takes us more than five minutes to move the boxes or to move existing furniture or where there is not enough space in the room to build the furniture. Simply moving toy boxes, laundry or any large and bulky items out of the way can help us greatly to keep on track.
For guarantee purposes, we may take before (boxed) and after (assembled) photos of furniture. These are to add to our portfolio of work and will never be contain identifiable content. Should you not wish for us to take photos, please let us know.
Can you move the boxes into the room for me?
We understand that most couriers will only deliver to the front of the property.
Please let us know in advance if you need us to move the boxes to the rooms they’re to be built. If moving the boxes or existing furniture will take more than five minutes, we will need to charge £12.50 per each fifteen minutes for this additional service.
Will the furniture fit?
Please double check when ordering your items, that they fit the space. If the bed will fit into the space (allow for skirting board thickness), if the wardrobe can be built face down and will have clearance to tilt into position, for outdoor items that the concrete base is big enough etc.
Wardrobes: We can sometimes assemble wardrobes in situ standing up which does sometimes require two people to assemble.
If we are unable to complete the build because you’ve failed to check that the item fits or, where we need to re-attend or have a second person attend, there will be a flat fee for this if £50.
What if there are missing or broken parts?
We do carry a variety of spare fixings on board and we will always supply these free of charge to you. We inspect the package for all components prior to starting a new piece of furniture. Should we not have a part that we can provide, we will not be able to assemble that piece of furniture and you’ll need to contact the supplier for the missing part. If we really cannot assemble that piece of furniture at that time, we will need to charge a re-attendance fee when you've received the new parts. For some furniture companies, they will reimburse you for our re-attendance fee, We can discuss this should the unfortunate happen.
Our staff are trained to identify missing/damaged parts as soon as possible. Where a damaged or missing part is identified, we will advise you as soon as possible. If you would still like us to assemble the item, this can be done and by allowing us to complete the assembly, you're accepting that our workmanship guarantee is not valid for this assembly. If you are able to order a replacement part from your supplier to be fitted after the booking, we can re-attend at the advertised re-attendance rate. In many cases, this fee can be reimbursed to you by the supplier however we would need payment of that fee in advance of the re-attendance.
What if the supplier only delivers a couple of my items?
Let us know as soon as possible. We only ever confirm a booking if the items are being delivered atleast 24 hours before your chosen delivery date and time. An example: If you book us to assemble a wardrobe, chest of drawers and a bedside table and when we arrive, you tell us that they only delivered the bedside table, this is not acceptable and we will retain the full deposit. Please tell us in plenty of time if there are any missing items.
We treat every job as an advert for the next and will deal with every issue in the best way possible. If there's ever a problem with the work we have done, please don't be afraid to tell us in person on the day. If you don't notice it until after we've left, please get in touch as we will re-attend and fix the issue. If however, the defect is in the manufacturing, we will advise on this prior to building the item.
We want you to have a happy experience with us and we want to leave you with happy furniture.
For every £1 spent, one point will be added to your balance. 100 points is equivalent to £5.00 in credit to use against the balance due on our flatpack furniture services.
Points will only be applied to the value of the flatpack furniture items assembled. This excludes Handy Team tasks or any services that are not flatpack furniture.
Loyalty points have no cash value, are not redeemable as cash and have no expiry date. Points are not transferrable to any other person.
Points will be added to your account on completion of the booking or, if you have earned points by referral, the points will be added to your account on completion of that booking.
Loyalty points cannot be earned or redeemed on re-attendance fees.
Suite 11 | Faith House | 2 St Faiths Street | Maidstone | Kent | ME14 1LL
Tel: 0330 043 5634
Kent Flatpack Ltd Registered in England #12107301
ICO Register Number ZB274892 Renewal date: 25 November 2022