- Quotations
1.1. Tile and stone cleaning and restoration costs are calculated based on the square metreage, extent of soiling or damage, shape of the area, material type, and for restoration projects, the number of grinding/polishing passes required and the desired finish.
1.2. Quotations are prepared from information provided by the client, which is assumed accurate. If a site visit is undertaken, we will provide a quotation based on our professional assessment.
1.3. All quotations remain valid for 60 days from the date of issue.
1.4. Should the client’s requirements change, Pure Floor Solutions reserves the right to revise the quotation accordingly.
1.5. Any changes resulting in a price adjustment will be communicated to the client before work begins.
1.6. Pure Floor Solutions may request a deposit payment to secure a booking. Deposits are non-refundable if cancellation occurs outside the permitted notice period.
1.7. If cancellation occurs after the seven-day notice period, a cancellation fee may apply. This does not affect statutory rights.
- Equipment
2.1. Pure Floor Solutions will supply all necessary cleaning and restoration equipment and materials.
2.2. Clients must ensure that running water and electricity are available at the property where the service is to be carried out.
- Payment
3.1. Unless otherwise agreed in writing, full payment is required immediately upon completion of work.
3.2. Payment methods include cash, debit card, or credit card. Payment must be made before Pure Floor Solutions leaves the premises.
3.3. Where a deposit has been taken, the balance is due immediately upon completion.
3.4. Services may be cancelled without notice if payments are declined or funds are not cleared.
3.5. Invoices unpaid beyond 30 days will incur interest at 8% per annum above the Bank of England base rate in accordance with the Late Payment of Commercial Debts Act.
3.6. A £30 administrative fee, plus any legal fees, will be applied to accounts referred for debt collection.
3.7. Clients will be liable for any bank charges resulting from returned cheques.
3.8. Pure Floor Solutions reserves the right to cancel agreements or retrospectively adjust charges if false or misleading information was provided to obtain discounted rates.
3.9. Where alternative arrangements have been made, invoices must be paid within 30 days of the invoice date.
3.10. Clients are not permitted to withhold or deduct any amounts from the agreed payment.
- Service Conditions
4.0. Access & Preparation of Work Areas
4.0.1. Clients must ensure that the areas where cleaning or restoration is to be carried out are clear of furniture, rugs, and personal belongings, unless alternative arrangements have been agreed in advance.
4.0.2. Pure Floor Solutions may, at its discretion, assist with moving light items and sofas. However, we will not move heavy furniture (such as wardrobes, pianos, appliances, or cabinets), fragile items, or items containing valuables.
4.0.3. Pure Floor Solutions accepts no liability for damage to furniture, fixtures, or contents that were not removed from the work area prior to the commencement of work.
4.0.4. Where rooms are not prepared in advance and additional time is required to clear the area, extra charges may apply.
4.1. Health & Safety
4.1.1. Clients must ensure that children, pets, and other household members remain clear of the work area during cleaning or restoration, and until advised it is safe to re-enter.
4.1.2. Pure Floor Solutions accepts no liability for injuries caused to individuals who enter or remain in the work area during treatment.
4.2. Parking & Access
4.2.1. Clients are responsible for providing suitable parking and access for Pure Floor Solutions vehicles and equipment.
4.2.2. Any parking fees or charges incurred will be added to the final invoice.
4.3. Cleaning
Once cleaning has commenced, walking on the floor must be strictly avoided to prevent re-soiling before sealing or finishing is complete.
Despite best efforts, some stains on grout, deep scratches, or ingrained dirt may not be fully removable. In high-use areas (e.g., around cookers and sinks), permanent staining may remain.
4.4. Restoration of Stone Floors & Worktops
Diamond grinding, honing, and polishing are specialist restoration processes designed to remove etching, scratches, and surface wear, restoring the stone to the agreed finish.
Restoration may reveal pre-existing flaws such as cracks, holes, lippage (uneven tile edges), or natural colour variations not previously visible.
While most surface damage can be significantly improved, some deep marks or structural flaws may remain visible. The expected outcome will be explained before work begins.
Grout or joint weaknesses may be exposed; re-grouting or repairs, if necessary, will incur additional charges.
Clients acknowledge that natural stone contains inherent colour, texture, and veining variations, which may appear more prominent after polishing.
4.5. Sealers and Protection
Following cleaning or restoration, sealers or impregnators are applied to provide resistance against oil and water-based stains. These reduce but do not eliminate the risk of staining.
Solvent-based sealers may produce odours during application and drying. Adequate ventilation is strongly recommended.
4.6. Curing and Foot Traffic
After sealing or polishing, no foot traffic is permitted for at least 6 hours, or until the surface is fully dry.
For worktops, no objects should be placed on the surface during this period.
Any marks, scratches, or footprints caused by premature use may require re-cleaning or re-polishing, which will incur additional charges.
4.7. Maintenance Responsibility
Pure Floor Solutions cannot be held responsible for re-soiling, damage, or deterioration caused by incorrect aftercare, misuse, or use of harsh chemicals.
Clients will be provided with aftercare advice to maximise the longevity of their cleaned or restored surfaces.
- Cancellations
5.1. Clients may cancel bookings up to 24 hours before the scheduled service by phone or in writing.
5.2. Cancellations made after the seven-day notice period may incur a cancellation fee. Statutory rights remain unaffected.
5.3. If services cannot be provided due to lack of access, water, or electricity, or if the client fails to provide 24 hours’ notice, a £50 cancellation fee will apply after the seven-day notice period.
5.4. Requests to reschedule require at least 24 hours’ notice and are subject to availability.
- Refunds
6.1. Refunds will only be issued where:
6.1.1. The client cancels the service with at least 24 hours’ notice; or
6.1.2. The team is unable to carry out the service due to circumstances beyond the client’s control.
- Complaints
7.1. Complaints or feedback must be submitted in writing (email or letter) within 48 hours of service completion.
7.2. If no complaint is received within 48 hours, the service will be deemed satisfactory.
7.3. Clients must allow Pure Floor Solutions the opportunity to re-clean, re-polish, or repair disputed areas before taking alternative action.
7.4. Inspections of completed work must be carried out from a normal standing position in standard lighting conditions. Surfaces are not designed to be flawless under close inspection from ground level or with magnification.
7.5. All complaints will be acknowledged promptly, and a follow-up site visit may be arranged if required.
- Claims
8.1. Claims must be reported within seven days of service completion.
8.2. Clients must provide access to the property for Pure Floor Solutions to investigate and address issues.
8.3. Clients are encouraged to inspect work immediately upon completion and raise any concerns on-site.
8.4. If the client or their representative is not present at completion, Pure Floor Solutions cannot accept claims regarding unresolved issues.
8.5. If a third party is engaged to inspect results, Pure Floor Solutions must be informed before the service is completed.
8.6. Pure Floor Solutions will not accept liability for claims raised by third parties without prior notification.
8.7. Refunds or adjustments will be made in line with statutory rights.
8.8. Clients should store away items of high monetary or sentimental value before work begins.
8.9. While every care is taken, Pure Floor Solutions cannot guarantee against accidents. In the event of confirmed damage, the company will seek to repair the item or provide compensation based on current value.
8.10. No liability will be accepted for natural variations, pre-existing cracks, or structural weaknesses in stone surfaces that become visible during or after restoration.
8.11. Final restoration outcomes may vary depending on the stone’s natural properties and condition.