Booking & Service Terms

Last updated: 17 June 2026

These terms apply to services provided by WoodXpert, a trading name of Safe Space Cleaning Ltd.

Company number: 15182317
Registered office: Portland House, Belmont Business Park, Durham, DH1 1TW
Phone: 0191 359 2065
Email: info@woodxpert.co.uk

Our aim

We want every customer to understand what is being done, what result is realistic and what needs to happen before we arrive.

If anything is unclear, please ask before booking.

Quotes

We may give quotes by phone, email, online form, photos, videos or site visit.

A quote is based on the information available at the time.

The price may change if:

• the floor area is larger than described
• the condition is worse than expected
• additional rooms, repairs, thresholds, stairs or commercial areas are added
• access is more difficult than expected
• there is heavy staining, adhesive residue, bitumen, moisture damage or contamination
• previous coatings, treatments, repairs or floor construction affect the work
• specialist materials, replacement boards or additional visits are required

If this happens, we will explain the issue before carrying out extra work.

Booking

A booking is confirmed when we agree the work, price or estimate, date and access arrangements.

For larger or commercial jobs, we may ask for a deposit, staged payment or written approval before work begins.

Access and preparation

Please make sure we have safe access to the property and work area.

Before we arrive, please remove small items, breakables, valuables and anything that may delay the work.

Unless agreed otherwise, customers are responsible for removing furniture, appliances, rugs and loose floor coverings from the work area before we arrive.

Please tell us in advance about:

• limited parking or restricted access
• stairs, lifts or access restrictions
• pets, alarms or occupied commercial premises
• fragile items, fitted furniture or fixed appliances
• loose boards, loose parquet, damaged areas or known movement
• previous sanding, staining, oils, waxes, lacquers, adhesives or repairs
• water, electricity, heating or moisture problems

Suitability assessments

We assess floors based on the information and visible conditions available before and during work. Some issues only become clear after furniture is removed, coatings are disturbed, repairs are opened up or sanding begins.

WoodXpert may recommend sanding, sandless restoration, repairs, staining, finishing, replacement of sections or no work where this is the most appropriate advice.

Engineered wood floors

Not all engineered wood floors are suitable for sanding.

Suitability depends on wear layer thickness, previous restoration work and overall condition. If the wear layer is too thin, previously over-sanded, delaminating or badly damaged, full sanding may not be appropriate.

Where uncertainty exists, WoodXpert will advise on alternative restoration options, such as sandless restoration, screen and recoat, repairs or replacement where appropriate.

Results and limitations

We always aim for the best realistic result.

However, we cannot guarantee that every mark, stain, scratch, dent, colour difference, gap or worn area will be removed.

Some issues are permanent or only partly improve. This can include:

• deep staining or water damage
• sun bleaching or age-related colour variation
• old wood repairs, filler or replacement boards
• gaps, cupping, movement or uneven boards
• nail holes, historic damage or signs of age
• adhesive residue, bitumen or previous coatings
• thin engineered wear layers or previous over-sanding
• hidden defects under finishes, rugs, furniture or old repairs

We will explain likely limitations where we can identify them.

Colour, stain and appearance

Timber is a natural material.

Final colour and appearance may vary depending on species, age, previous finishes and environmental conditions. Samples are useful guidance, but they cannot guarantee an exact final appearance across the whole floor.

Stains, lacquers, oils and hardwax oils can look different depending on grain, porosity, lighting, repairs, old marks and previous treatments. Replacement boards or repaired areas may not match the surrounding timber exactly.

Timber movement and moisture

Wood naturally expands and contracts with changes in moisture, humidity and temperature. Gaps, movement, cupping, crowning or minor seasonal changes may appear or reappear after work.

We are not responsible for moisture-related issues, leaks, subfloor problems, poor ventilation, heating changes or building conditions that affect the floor after completion.

Repairs and replacement boards

Repair work may involve securing loose timber, replacing boards or blocks, filling gaps, correcting previous repairs or preparing areas for sanding and finishing.

Replacement timber is selected as carefully as practical, but natural colour, grain, age and wear may differ from the original floor. Some repaired areas may remain visible after finishing.

Hidden defects

We are not responsible for hidden defects that could not reasonably be identified before starting work. This can include loose subfloors, failed adhesive, damp, rot, insect damage, contaminated timber, covered services, poor previous workmanship or structural issues.

Drying and curing times

Drying and curing times are estimates. They can be affected by:

• airflow
• temperature
• humidity
• timber species and floor construction
• finish used
• amount of work carried out

We will explain when floors can normally be walked on and when furniture, rugs or heavy use should return. Using the floor too early may mark or damage the finish.

Customer responsibilities after work

Please follow aftercare guidance given for your floor and finish type.

This may include:

• allowing the finish to dry and cure properly
• avoiding rugs, dragging furniture or wet cleaning too soon
• using felt pads under furniture
• maintaining suitable ventilation, humidity and temperature
• using cleaning products suitable for the finish applied

Payment

Payment terms will be confirmed when booking.

Unless agreed otherwise, payment is due when the work is completed.

We may charge interest or recovery costs for late commercial payments where allowed by law.

Cancellations and changes

Please give as much notice as possible if you need to cancel or move an appointment.

We reserve the right to charge a cancellation fee if:

• short notice is given
• we have already bought materials for your job
• a team has already travelled
• we cannot refill the booking slot

If we need to rearrange because of illness, equipment problems, unsafe conditions or circumstances outside our control, we will contact you as soon as possible.

Safety

We may refuse or stop work if we believe conditions are unsafe.

This includes unsafe access, exposed wiring, hazardous contamination, uncontrolled pets, aggressive behaviour, inadequate ventilation or anything that puts people, property or equipment at risk.

Complaints

If you are unhappy with any part of the work, please contact us as soon as possible.

We may ask to inspect the work before offering any remedy.

Please do not arrange another company to alter the work before we have had a chance to inspect it, as this may affect what we can do to help.

Liability

We are responsible for work carried out with reasonable care and skill.

We are not responsible for pre-existing damage, hidden defects, normal wear, poor previous workmanship, moisture-related issues, structural defects or issues we could not reasonably identify before starting.

Nothing in these terms removes rights you have under UK consumer law.

Commercial work

Commercial work may need extra arrangements for access, scheduling, reporting, payment or site safety.

Where needed, these will be agreed before work starts.

Contact

WoodXpert, a trading name of Safe Space Cleaning Ltd
Portland House, Belmont Business Park, Durham, DH1 1TW
Company number: 15182317
info@woodxpert.co.uk
0191 359 2065