Upholstery2u Customer Charter
1. Our Terms & Conditions
These Terms & Conditions apply to all services provided by Upholstery2u, including on-site upholstery repairs, in-house service and customisation service.
2. General
These terms govern the relationship between Upholstery2u and the customer. By booking a service, you agree to be bound by these Terms & Conditions. These Terms do not affect your statutory rights.
We reserve the right to update or amend these Terms at any time. Any changes will be posted on our website.
3. Information About Us & Contact Details
Upholstery2u is an upholstery service provider specialising in gym industry, healthcare industry and commercial & public spaces.
You can contact us via:
Phone: 01282 500 567
WhatsApp: 07507 690 847
Email: info@upholstery2u.com
Opening hours:
Monday – Thursday 9AM – 5PM;
Friday 9AM – 3PM
4. Our Services
We provide tailored upholstery services, including:
- On-site, mobile upholstery
- In-house upholstery
- Colour matching and customisation service
We aim to deliver high-quality, efficient repairs using durable, industry-appropriate materials. Services are offered subject to availability, location, and scope of work.
5. Your Order
Quotes are provided based on the information and images you supply. Once a quote is approved, it becomes a binding order.
Please ensure all details provided (including fabric choices, measurements, and access instructions) are accurate.
Cancellations or rescheduling must be made at least 48 hours in advance. Late cancellations may incur a fee to cover travel or prepared materials.
6. Payment
Payment for all services must be made within 14 days of the invoice date, unless otherwise agreed.
We accept payment via:
- Bank transfer (details provided on your invoice)
- Credit or debit card (subject to processing availability)
Please note:
- Late payments may incur interest or administrative fees.
- In the case of unpaid invoices, we reserve the right to withhold further services until the balance is cleared.
If you are experiencing difficulties with payment, please contact us as early as possible to discuss alternative arrangements.
7. Upholstery2u Warranty
We stand by our work. That’s why every upholstery repair comes with a 12-month workmanship warranty.
This warranty covers any faults that arise as a result of our service – not from general wear and tear, accidental damage, or misuse.
To make a warranty claim, please contact us in writing and include supporting photos of the issue so we can assess and resolve it as quickly as possible.
8. Cleaning & maintenance
To keep your newly upholstered equipment and furniture looking its best and to maintain the validity of your warranty, please follow these cleaning and care guidelines:
- Upholstery should only be cleaned using mild, non-abrasive cleaning products specifically designed for the type of material used (e.g. vinyl, leatherette, faux leather, etc.).
- Harsh chemicals, bleach-based products, solvents, or abrasive tools (such as hard-bristle brushes or scouring pads) must not be used.
- If you are unsure which cleaning product is safe, please contact us for guidance.
Important: Use of unsuitable cleaning products or methods may cause damage to the material and will invalidate your 12-month workmanship warranty.
We recommend regular, gentle cleaning and prompt attention to spills to prolong the life and appearance of your upholstery.
9. Personal data
We only collect information necessary to provide our services – such as name, contact details, service location, and images of items to be upholstered.
All data is handled in line with UK data protection laws.
We never sell or share your data with third parties, except where necessary to fulfil a service.
10. Liability
While we take the utmost care during every job, we are not liable for:
- Pre-existing damage or structural faults
- Delays due to access issues or events beyond our control (e.g. traffic)
- Colour variation due to lighting, age of materials, or dye lot differences
Our liability is limited to the value of the service provided.
11. Upholstery2u Complaints Procedure
We are committed to delivering excellent service. If you’re not satisfied, please let us know so we can resolve the issue.
You can contact us via:
Phone: 01282 500 567
WhatsApp: 07507 690 847
Email: info@upholstery2u.com
We aim to:
Acknowledge your complaint within 1 working day
- Investigate within 5 working days
- Provide a resolution or update within 10 working days
For more details, visit our Complaints Procedure page.
12. Our Website
Use of This Website
We provide this site for general information about our upholstery service. While we aim to keep everything accurate and up to date, nothing on this site should be taken as professional or legal advice.
You agree to use the Website only for lawful purposes and in a way that doesn’t affect the rights of others or restrict their use of it.
Accessing the Website
We work hard to keep the site running smoothly, but we can’t guarantee it will always be available. We may need to suspend, withdraw or change any part of the Website at any time, without notice.
Content & Accuracy
We try to make sure everything on this site is correct and helpful. However, some info may occasionally be out of date or contain small errors. We’re not liable for any decisions made based on content found here. If something feels unclear or you’d like more specific advice, please contact us directly.
Intellectual Property
All content on this Website – including images, logos, text, graphics, and designs – belongs to Upholstery2u or its content creators. You can view and download content for personal, non-commercial use only. Please don’t copy, share or reproduce anything without getting permission first.
Links to Other Sites
We may link to other websites for more information or reference. We’re not responsible for their content or accuracy, and linking doesn’t mean we endorse them.
13. Crib Rating (Fire Safety Classification)
The crib rating refers to a fire resistance standard used to assess how materials, particularly upholstery and furnishings, respond to ignition from a wooden “crib” (a small lattice of softwood sticks used as a fire source in testing). The rating is expressed as Crib 1 to Crib 7, with higher numbers representing greater fire resistance under more severe test conditions.
For example:
- Crib 5 is a commonly required standard in commercial environments such as hotels, restaurants, and public buildings. It indicates that the material can withstand ignition from a moderate fire source and does not sustain burning.
- Products meeting Crib 5 or higher are suitable for environments with stricter fire safety regulations. This classification ensures compliance with safety standards and reduces the risk of fire spread.
Thank you for visiting Upholstery2u.
Ready to refresh your upholstery?
Contact our team today for a fast, free quote – or discover how our mobile workshops can transform your equipment on-site.
