Our Service Guarantee
What our 3-month service guarantee covers, and how to make a claim.
Work you can rely on
Guaranteed workmanship
If a fault in our sanding or finishing appears within 3 months, we put it right free of charge.
Clean & tidy
Extraction at source and sealed doorways keep dust out of your home.
On time, on price
Agreed start dates and a fixed written price.
Properly insured
Public liability cover for homes, schools and public buildings.
Help after we leave
We tell you exactly how to look after your new finish.
Safe finishes
Low-VOC oils and water-based lacquers, safe for families and pets.
What is covered — and what is not
What the guarantee covers
Every floor we restore is covered by a 3-month service guarantee, starting on the day the work is completed. If anything we did is not right within that period, we return and fix it at no cost to you.
The guarantee covers faults including:
Finish peeling, lifting or failing to cure properly
Sanding marks or uneven areas left by our work
Patchy or uneven staining that differs from the agreed sample
Repairs we carried out that work loose under normal use
It applies to normal use of the floor, as long as our aftercare instructions are followed.
Exclusions
Gap filling is not covered by the guarantee. Wooden floors are a natural material and move with the seasons and with the building itself. As boards expand and contract, resin filler or pine slivers can crack, shrink or drop out, and gaps can reopen. Because this is down to the timber rather than our workmanship, it falls outside the guarantee. Our gap filling page explains the options.
We also cannot cover:
Damage from water, leaks, flooding or standing spills
Marks from furniture moved or used without protective pads
Wear from pets' claws, stiletto heels, grit and castors
Problems with the subfloor, joists, damp or the structure of the building
Natural changes in timber colour caused by sunlight and age
Floors not maintained as advised, or cleaned with unsuitable products
Raising a problem
Spotted something? Get in touch with a short description and some photos. We will arrange a visit, inspect the floor and, if the issue is covered, agree a date to put it right. Full details are set out in our terms and conditions.