Reformer Pilates Installation Policy Terms
Installation at a glance
- Our standard delivery is kerbside. Installation is optional and priced for each order.
- Installation is only included if it appears on a quote or order confirmation you have accepted.
- Installation is quoted according to your site, your access and your requirements.
- Installation is carried out by our own installers or by installation contractors we appoint. We remain responsible to you for the work.
- Packaging removal is quoted separately unless your quote says it is included.
- Problems or damage caused by improper use, unsuitable flooring, incorrect maintenance or environmental conditions are not covered under warranty.
Service Terms & Disclaimer
1. Introduction
1.1
These terms and conditions govern the installation and assembly services provided by us for Reformer Pilates machines and related Pilates equipment purchased through our business.
1.2
By placing an order that includes installation or assembly, you agree to these terms and conditions.
1.3
Nothing in this document affects your statutory rights as a consumer, including rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015.
2. Interpretation
2.1
Throughout these terms:
a) “We”, “us”, and “our” refer to our business as the service provider;
b) “You” refers to the customer receiving installation services;
c) “Installer” means any installation contractor we appoint to carry out installation on our behalf;
d) “Variations” mean any additions, omissions, substitutions, or changes to the agreed installation scope, access requirements, equipment, or installation method.
3. Quotations and What Installation Covers
3.1
Unless your quote or order confirmation says installation is included, we deliver to the kerbside and do not install. Delivery terms are set out in our Shipping Policy.
3.2
Where you want installation, we will agree a price with you before you order. The price depends on the details you give us, including the location and floor of the building, the route from the delivery point to the installation room, stairs and lifts, door and corridor widths, parking and loading access, the floor type, the number and type of machines, and your timing. We may ask for photographs, dimensions, or a call or site visit before we quote.
3.3
Installation is only included in your order once it appears on a written quote or order confirmation that you have accepted.
3.4
Installation normally means assembling the equipment, positioning it in the room to the layout agreed with you, and checking it is ready to use. Anything beyond that, such as moving furniture, working at height, removing existing equipment, floor protection or levelling work, is only included if the quote says so.
3.5
Changes to requirements before work begins may result in a revised quotation. Any variations required after installation has started will be priced separately and added to the final invoice.
3.6
You will be liable for any additional expenses incurred due to incomplete, inaccurate, or missing information, restricted access, structural issues, or unforeseen site conditions.
4. Use of Installation Contractors
4.1
We may carry out installation using our own employees or using an Installer that we appoint. We choose the Installer. You do not need to contract with them separately.
4.2
Where an Installer carries out the installation, we remain the party you contract with. We are responsible to you for the installation being carried out with reasonable care and skill, in the same way as if our own employees had done it. Any claim about the installation should be made to us.
4.3
We require every Installer to hold public liability insurance (and product liability insurance where appropriate) and to follow reasonable health and safety practice. We will confirm the level of cover on request.
4.4
The Installer acts under our instructions. The Installer is not authorised to change the price or scope of your order, agree extra work, or give any promise or warranty on our behalf. Any change must come from us in writing.
4.5
We may share your name, address, contact details and access information with the Installer so that they can arrange and carry out the work. They may use that information only for that purpose.
4.6
If you use an installer we have not appointed, we are not responsible for that installation, and any manufacturer warranty conditions about correct installation continue to apply to you.
5. Site Readiness & Access
5.1
You are responsible for ensuring the installation site is fully prepared and available at the agreed time. Please tell us about any access difficulties before we quote.
5.2
It is your responsibility to ensure:
a) The floor is level, stable, structurally sound, and suitable for the placement and use of a Reformer Pilates machine;
b) The installation area has sufficient clearance for safe assembly and operation of the equipment;
c) Access routes, staircases, lifts, doorways, and corridors are clear and large enough for equipment transportation;
d) Parking or loading space is available, and any required building permissions, landlord approvals, lift bookings or management permissions have been obtained before installation.
5.3
If the site turns out to differ from what you told us (for example more stairs, narrower doors, no lift, restricted parking, or an unfinished room), we may need to change the price or the date, or we may be unable to carry out the installation. We will tell you as soon as we can and, where possible, offer a revised quote. If you do not accept the revised quote, we will deliver to the kerbside only and refund the installation charge (or the part not carried out), less any costs we have already incurred because the information given was inaccurate.
5.4
If our installation team cannot complete the installation due to restricted access, incorrect measurements, unsafe conditions, unsuitable flooring, or incomplete site preparation, we reserve the right to charge for travel, labour time lost, storage costs, or re-attendance visits.
6. Packaging Removal
6.1
Packaging removal is not part of installation unless your quote says it is included. This covers packaging materials, pallets, cardboard, plastic wrapping, and other waste.
6.2
Where it is included, the Installer will remove the packaging and take it away for disposal. Where it is not included, packaging will remain the responsibility of the customer following installation.
7. Liability
7.1
We are responsible for installation carried out on our behalf, whether by our own team or by an Installer, and we accept liability to you for it as set out in this section and in our Terms of Service. Nothing in these terms limits our liability for death or personal injury caused by our negligence, for fraud, or for anything else that cannot be limited by law.
7.2
Subject to 7.1, we are not liable for defects in flooring, building structures, or third-party work, or for damage caused by an existing condition at the site that we could not reasonably have identified, such as concealed pipes or cables.
7.3
We are not responsible for damage or injury caused by misuse of the equipment, unsuitable flooring, improper maintenance, or actions taken by the customer or third parties after installation.
7.4
Any advice we provide is guidance only and followed at your own risk.
7.5
You acknowledge that installation may involve moving heavy equipment through the property. Whilst reasonable care will always be taken, we are not liable for minor cosmetic marks, scuffs, or unavoidable movement-related impacts where access is restricted or tight.
7.6
Reformer Pilates machines must only be used in accordance with manufacturer guidelines and recommended weight limits.
7.7
If any installation-related issue arises within 14 days of installation, we will arrange a return visit, carried out by us or by the Installer, where reasonably required. Beyond 14 days, call-out charges may apply.
8. Health & Safety
8.1
We will take reasonable steps to maintain a safe working environment. Customers must do the same.
8.2
We reserve the right to refuse, pause or stop work where conditions are unsafe, unsanitary, inaccessible, or where installation would breach safety regulations. We will explain why.
8.3
Any safety concern identified by the customer should be reported immediately.
9. Compliance
9.1
We will not carry out work that breaches manufacturer guidelines, safety standards, or applicable regulations.
9.2
You are responsible for ensuring compliance with any building, leasehold, or landlord requirements relevant to the installation location.
10. Insurance
10.1
We, and any Installer working for us, carry appropriate Public Liability and Product Liability insurance relevant to professional installation services. We will confirm the level of cover on request.
11. Complaints
11.1
Any complaint regarding installation or service must be submitted to us in writing as soon as reasonably possible.
11.2
By placing an order, you confirm your agreement to all terms set out in this document.