Terms & Conditions

1. Introduction

Welcome to FlatpackCrew. These Terms and Conditions govern the provision of flatpack furniture assembly services by FlatpackCrew ("we", "us", "our") to you ("the Customer", "you").

By requesting a quote and agreeing to an assembly appointment, you are agreeing to be bound by these terms. Please read them carefully before confirming your booking.

2. Quotes and Pricing

• All quotes provided via our website auto-estimator or via email/telephone are fixed based on the exact items listed by the Customer.
• If upon arrival, there are additional items to be assembled that were not included in the original quote, these will be subject to an additional charge which will be agreed upon before assembly commences.
• Minimum Call-Out Fee: We operate a minimum call-out fee of £45. If the total assembly cost of your items falls below this threshold, the £45 fee will apply.
• Any parking fees or congestion charges incurred by our fitters to access your property will be added to the final invoice unless free parking is provided.

3. Cancellations and Rescheduling

• We understand that plans change. We politely request that you provide at least 24 hours' notice if you need to cancel or reschedule your appointment.
• Cancellations made with less than 24 hours' notice may be subject to a cancellation fee equivalent to our minimum call-out charge (£45) to cover lost time and travel.
• If our fitters arrive at the property at the agreed time and cannot gain access, the minimum call-out fee of £45 will be immediately payable.

4. Customer Responsibilities

To ensure a safe and efficient assembly process, we ask that you adhere to the following:

• Clear Space: Please ensure there is adequate clear floor space in the room where the furniture is to be assembled. We cannot move existing heavy furniture due to insurance limitations.
• Boxes in the Room: Flatpack boxes should ideally be placed in the room where the assembly will take place. If items need moving up multiple flights of stairs upon arrival, please advise us in advance as this requires a 2-man team.
• Checking for Damage: We strongly advise checking your boxes for obvious courier damage before our arrival. We cannot be held responsible for manufacturing faults or courier damage discovered upon opening the boxes.

5. Missing or Damaged Parts

• If parts are found to be missing or damaged straight out of the box (manufacturing or courier fault), our fitters will assemble as much of the item as safely possible.
• You will be required to order the replacement parts directly from the retailer (e.g., IKEA).
• If a return visit is required to fit the newly arrived replacement parts, a secondary call-out fee may apply.

6. Wall Mounting and Safety

• For safety reasons, we strongly recommend that tall or heavy items (such as PAX wardrobes) are securely fixed to a wall.
• Wall mounting is offered subject to the suitability of your walls. We reserve the right to refuse to mount an item if we deem the wall structurally unsafe (e.g., thin, damaged plasterboard).
• Hidden Utilities: It is the Customer's absolute responsibility to inform us of the location of any hidden pipes or electrical cables before drilling commences. We accept no liability for damage to hidden utilities where we were not reasonably informed of their presence.
• Wall mounting requires specialised heavy-duty fixings and carries a small additional charge per item.

7. Payment

• Payment is due in full immediately upon the satisfactory completion of the assembly.
• We accept payment via Cash, direct Bank Transfer (BACS), or via our secure Card Reader on site.
• We do not offer credit terms or deferred payment plans under any circumstances.

8. Liability and Insurance

We hold comprehensive Public Liability Insurance up to £2,000,000.

• We are liable for any accidental damage caused directly by our fitters to your property or the item being assembled during the course of the work.
• We are not liable for any pre-existing damage to the property or items.
• We are not liable for any damage or structural failure if the Customer moves, alters, or attempts to disassemble the furniture after we have completed the build.