Creature Comforts Upholstery – Terms & Conditions

1. Quotes, Payments & Scheduling

1.1 Validity of Quotes All quotes provided are valid for 30 days from the date of issue. After this period, prices may be subject to change based on fluctuations in material costs or availability.

1.2 Payment Methods We accept American Express, Visa, Mastercard, Maestro, PayPal, and Apple Pay. Payments are processed securely via third-party providers including Stripe and Take Payments.

1.3 Payment Schedule For custom upholstery and bespoke services, payments are structured as follows:

• 50% Deposit: Required upon accepting the quote to secure your booking and order materials.
• 25% Interim Payment: Required before the scheduled delivery or collection of the completed items.
• Final Balance (25%): The remaining balance must be paid in full immediately upon receipt (delivery or collection) of the goods.

2. Payment Processing & Security

All payments (online or in person) are processed via secure, PCI DSS-compliant providers. Creature Comforts Upholstery does not store full card details. All transactions are encrypted.

3. Refunds, Cancellations & Deposits

3.1 Standard (Non-Custom) Goods Refunds may be requested within 14 days of receipt in accordance with the Consumer Contracts Regulations 2013. Refunds will be issued to the original payment method within 7 days of approval.

3.2 Bespoke / Custom-Made Items Bespoke and custom-made items are non-refundable. Where issues arise, customers must notify us within 7 days. We will offer repair, alteration, or replacement where appropriate.

3.3 Deposits The initial 50% deposit paid towards materials and work is strictly non-refundable unless we are unable to fulfil the order. Material deposits are strictly non-refundable.

4. Lead Times & Completion

4.1 Estimates & External Delays All lead times provided are estimates only and are not legally binding. Delays may occur due to factors outside our control, including supplier delays, fabric availability, workload, or other unforeseen circumstances.

4.2 Our Family Business Creature Comforts Upholstery is a small, family-run business. While we pride ourselves on our dedication and personal service, operating with a small team means that unexpected personal or family circumstances may occasionally arise. Should life “pop up” and temporarily impact your scheduled appointments or lead times, we ask for your understanding. We promise to always communicate any changes or delays to you as promptly as possible.

4.3 Liability Creature Comforts Upholstery shall not be liable for any loss, inconvenience, or consequential damages arising from delays.

5. Delivery, Collection & Uncollected Goods

5.1 Delivery Where delivery is arranged, reasonable care will be taken. Risk passes to the customer upon delivery. Customers must ensure safe and suitable access.

5.2 Collection & Abandoned Furniture Items must be collected within 7 days of completion notification. We reserve the right to charge reasonable storage fees thereafter. In accordance with the Torts (Interference with Goods) Act 1977, if goods remain unpaid or uncollected for 30 days after written notice is given, we reserve the right to sell or dispose of the items to recover the outstanding balance, storage costs, and any associated disposal fees.

5.3 Damage in Transit Any damage must be reported within 48 hours of delivery. Claims made after this time may not be accepted.

6. Customer Property & Liability

6.1 Condition of Furniture Customers must ensure items are structurally sound. We are not liable for issues arising from pre-existing defects, including weak frames, aged materials, or prior repairs.

6.2 Liability Limitation We exercise reasonable care and skill; however, we are not liable for:

• Pre-existing faults
• Fabric defects
• Natural wear and tear
• Indirect or consequential losses Liability is limited to the value of the services provided.

6.3 Work in Client Homes Where work is undertaken in a client’s home, reasonable care will be taken. We are not liable for minor accidental damage, pre-existing property issues, or restricted working conditions. Clients must ensure safe access and appropriate working conditions.

7. Fabric Supply & Materials

Customers may supply fabric or request us to source materials. Where materials are supplied by the customer, we accept no responsibility for their suitability, durability, or performance, including shrinkage, fading, or faults. Where materials are sourced via third parties, we are not liable for:

• Supply delays
• Discontinued items
• Colour or batch variations
• Manufacturer defects

Exact colour matching cannot be guaranteed. Customers must approve all materials before work begins. Once approved, materials cannot be returned or exchanged. Any manufacturer defects must be addressed with the supplier. Our liability does not extend beyond the value of the upholstery service provided.

8. Privacy, Data Protection & DMARC Compliance

8.1 How We Use Your Data We process personal data in strict accordance with the UK GDPR and the Data Protection Act 2018. We collect and use your personal information (such as your name, email, phone number, and home address) solely to:

• Respond to your enquiries and provide accurate quotes.
• Arrange and carry out home or site visits.
• Fulfill orders, process payments, and manage deliveries.
• Manage and coordinate workshop bookings.

Your personal data is only used as necessary to operate our business and provide you with our services. We do not and will never sell your data to third parties.

8.2 Your Data Rights Customers have the right to request access, correction, or deletion of their personal data at any time. To make a request, please contact us via: hello@creaturecomfortsupholstery.co.uk

8.3 DMARC Compliance & Email Security Creature Comforts Upholstery is strictly DMARC compliant. We implement advanced email authentication protocols, including Domain-based Message Authentication, Reporting and Conformance (DMARC), to actively protect our customers against phishing, fraud, and the unauthorised use of our domain. Customers are advised to verify the authenticity of any communication requesting sensitive information or payments. We shall not be liable for losses arising from fraudulent communications that do not originate from our authorised and authenticated systems.

9. Photography & Marketing Use

We reserve the right to photograph clients’ furniture and soft furnishings, including before and after images, for use in marketing, social media, and promotional materials. Where reasonably practicable, images will be anonymised. Clients must notify us in writing if they do not consent.

10. Workshops Terms & Conditions

10.1 Payment Full payment is required at the time of booking.

10.2 Cancellations

• More than 48 hours: full refund
• Less than 48 hours: non-refundable

10.3 Minimum Attendance We reserve the right to cancel workshops with fewer than 2 participants. A full refund or alternative date will be offered.

10.4 Health, Safety & Age Limits Participants must ensure they are physically able to participate and disclose relevant conditions in advance. Participants must be aged 18 or over. Due to the nature of the tools and equipment used, appropriate clothing and closed-toe footwear must be worn at all times.

10.5 Liability Participants are responsible for damage caused to tools or equipment. Participation is at the individual’s own risk. We are not liable for injury except where caused by negligence.

10.6 Data Protection All personal data relating to workshops is handled in accordance with our Privacy Policy.

11. Late Payments, Unpaid Invoices & Retention of Title

All invoices must be paid within the agreed terms stated on the invoice. As detailed in Section 1.3, the full balance must be paid on receipt of the goods.

Retention of Title: Legal ownership and title of all goods and materials supplied remain with Creature Comforts Upholstery until the final invoice is paid in full.

We reserve the right to:

• Charge statutory interest in accordance with the Late Payment of Commercial Debts (Interest) Act 1998
• Recover reasonable costs incurred in collecting outstanding debts

Failure to make payment may result in:

• Suspension or delay of work
• Retention of completed items until payment is received in full
• Cancellation of orders

Goods shall not be passed on to the customer until full payment has been received.

12. Artificial Intelligence (AI) Use

Creature Comforts Upholstery may utilise Artificial Intelligence (AI) technologies to support business operations and enhance customer experience. We are committed to responsible AI use, including:

• Transparency in AI-assisted processes
• Compliance with UK GDPR and applicable laws
• Protection of customer and employee data
• Ensuring AI systems are fair and non-discriminatory
• Regular review of AI tools for accuracy and integrity

This policy will be reviewed periodically and updated as required.

13. Public Liability Insurance

Creature Comforts Upholstery maintains appropriate Public Liability Insurance. This provides cover for:

• Personal injury
• Property damage
• Associated legal costs

We are committed to maintaining a safe environment and operating with due care at all times.

14. Amendments

We reserve the right to amend these Terms & Conditions at any time. Updated versions will be published where applicable.

15. Governing Law & Jurisdiction

These Terms & Conditions shall be governed by and construed in accordance with the laws of England and Wales. Any disputes arising under or in connection with these terms shall be subject to the exclusive jurisdiction of the courts of England and Wales.

16. Contact

Creature Comforts Upholstery Unit 4C Fairway Centre, Coventry Road Burbage, Leicestershire, LE10 2HL Email: hello@creaturecomfortsupholstery.co.uk