Written as of 25th November 2025. Please refer to the Terms and Conditions that you have been sent directly.
TotalSensoryUK Limited is a Limited Company Registered in England No. 136308360 and is also known as “Total Sensory UK Limited”
1. Payment – Private purchases
a) Payment must be made before all goods are dispatched.
b) All purchase orders are on a proforma invoice basis. At our discretion, we may change the payment term on an individual basis. See Payment Terms on Quotation for full payment details.
c) Goods will remain the property of Total Sensory UK Ltd until Full payment is received. Full payment to be received no later than 24 hours after installation unless otherwise agreed and confirmed in writing.
d) You have a 48-hour cooling off period to cancel any order once payment has been received, providing that no products have been ordered or production has started then a full refund will be made.
e) If an order is cancelled after the 48-hour cooling off period no refund can be made once your order is in production or has already been produced or products have ordered.
f) If you do cancel your order, you may still be liable to pay for any products that have been ordered if we are unable to cancel them. Please note refunds may take up to 14 days to process.
2. Payment – Organisations
a) An invoice will be issued on order placement and must be paid before goods are dispatched.
b) Custom made to order items such as those for a booked installations are completed by staged payments if over £7,500.00 net.
c) Stage 1 payment/deposit on order placement and before commencement of production. 2nd Stage Payment required before installation unless stated otherwise on your Payments Terms on your invoice / quote or in writing.
d) We reserve the right to cancel your installation until your agreed payment as outlined in either an email or on your payment terms is fully received. If installation is cancelled due to late payment, you may be liable to pay a £250 + VAT cancellation fee plus any travel costs that we may have paid out.
e) Goods will remain the property of Total Sensory UK Ltd until Full payment is received.
f) No refunds can be made once your order is in production or has already been produced and/or installed.
g) Service or maintenance charges must be paid before the service is arranged and this cannot be offered on a 30-day account basis. No services will commence unless full payment has been made in advance
h) Should a project be introduced by a third party and Total Sensory UK Ltd are successful in the bid then any third-party commission will not be paid until FULL payment is received from the customer.
i) If you are part of a Council, Trust or alike, under no circumstances can we accept payment AFTER installation or delivery of goods unless you have taken out a finance agreement with our partner Plus Finance.
j) if you have a bespoke or custom made product being made, under no circumstances can we issue a refund or offer exchanges.
k) You have a 48-hour cooling off period to cancel any order once payment has been received, providing that no products have been ordered or production has started then a full refund will be made.
l) If an order is cancelled after the 48-hour cooling off period no refund can be made once your order is in production or has already been produced or products have ordered.
m) If you do cancel your order, you may still be liable to pay for any products that have been ordered if we are unable to cancel them. Please note refunds may take up to 14 days to process.
3. Late Payments
a) If the room has been installed and you still have outstanding payment for the second stage payment MUST be paid within the agreed time on the invoice.
b) Total Sensory UK Ltd are within their legal rights to charge “late payment fees” or apply daily interest and compensation to any payment that is 30 days or more overdue. This will be calculated according to the Small Business Commissioner website and in accordance with the Bank of England’s current interest rate.
c) By placing an order with us and/or signing our acknowledgement form, you agree to these terms and conditions and agree to pay any interest fees that we issue if your payment is 30 days or more overdue.
4. Plan of the room / Product
a) As we do not know your users and their needs or wants, it would be up to you to check the quote, plan and products in the room on receipt of the plan to make sure that you are happy with what is incorporated and that you consider it safe to meet whatever your users’ needs would be.
b) The plan in our proposal is a suggestion and you are liable to make sure that it fits their needs. If for any reason you change your mind after the installation, Total Sensory UK Ltd cannot be held responsible as you have already agreed to the room plan and no refund can be made.
c) By placing an order, you are accepting our quotation and plan of the room and the equipment suggested. Once the items have been installed and if you change your mind on the “look and or design” of the room. Total Sensory UK Ltd cannot be held liable.
d)If you wish to make any changes to the design and move any of the items once the products have been installed this will incur additional charges.
e) If under your direction, any products are moved from their original placement, this can cause some minor damage to the walls. If this is the case, then Total Sensory UK Ltd cannot be held liable and you are responsible for filling in any holes and redecorating.
f) you will be given an order acknowledgment form to sign, once signed you therefore confirm that you agree to the quotation stated, these terms and conditions and agree to the room plan.
g) It is your responsibility to check that all items on the quotation are correct to the plan and what you would like to order. We cannot be held fully liable if for any reason any product is “missed off” the drawing or quotation. By placing an order and/or signing the order acknowledgment form you agree to check that the quotation is correct.
h) If for any reason any items are missing off of the quotation or plan then these will be charged additionally even if it a mistake made of ours.
i) Blackout blinds / film is not automatically included within our quotation unless stated otherwise. It is your responsibility to arrange this separately. We cannot guarantee the specification and fire status of these products as these are bought from a third party. Please let us know if you have any specific requirements for blinds.
j) Total Sensory UK ltd are not professional designers and do not have professional indemnity insurance, if you proceed with a quotation, you are doing so at your own risk and you will be held accountable for any design defaults or discrepancies.
k) Our plans are not those of any professional qualified person unless specifically noted. If you proceed with a quotation you agree that you understand and any plan you accept is ultimately your responsibility.
5. Lost or Damaged goods
a) On rare occasions, goods are damaged in transit. If you see any sign of damage to the goods or packing, sign the receipt document with the words ‘damaged when received’. Then contact us immediately.
i)You must contact us within 3 days of receipt, or the claim may be invalid.
b) you are responsible to pay for any delivery costs to return the items unless arranged and agreed by ourselves in writing.
i)Please note that travel costs for this may occur if you are outside of a 40-mile map radius of our Head Office.
j) if items are being delivered, we recommend having separate insurance taken out and arranged by yourselves as we cannot be held responsible for any lost or damaged goods that are result of transportation.
6. Delivery of Goods
a) The Supplier shall ensure that each delivery of the Goods is accompanied by a delivery note which shows the date of the Order, the Customer and Supplier reference numbers (if relevant), the type and quantity of the Goods.
b) The Supplier shall deliver the Goods to the location agreed (“Delivery Location.”) Should this be an error, it is the responsibility of the customer to pay for a collection and re-delivery.
c) Delivery of the Goods shall be completed on the Goods’ arrival at the Delivery Location that you supplied.
i) Any dates quoted for delivery of the Goods are approximate only, and the time of delivery is not of the essence, however the Supplier will take reasonable steps to meet the delivery date agreed. We recommend contacting us to find out the approximate lead time of certain items before ordering, as some items are not always in stock and can take up to 6-8 weeks.
ii) Custom-made items vary in delivery timescale, depending on the time of year and size of the project in question.
d) The Supplier shall not be liable for any delay in delivery of the Goods that is caused by a Force Majeure Event or the Customer’s failure to provide the Supplier with adequate delivery instructions or any other instructions that are relevant to the supply of the Goods.
e) The Supplier will use its reasonable endeavors to notify the Customer of any delay in delivery and will arrange an alternative delivery date with the Customer.
f) All goods delivered will remain the property of Total Sensory UK Ltd until full payment is received.
g) We recommend having separate insurance taken out and arranged by yourselves as we cannot be held responsible for any lost or damaged goods that are result of transportation.
h) We cannot be responsible or held liable for any items that get detained in customs.
7. Returned goods
a) Goods will not be accepted for return except by prior arrangement and they must be in ‘as new’ condition.
i) There will be a 20% handling charge on all goods returned.
ii) If you return the items yourself, the items must be well packaged and arrive to us in “good as new” order with all parts intact.
iii) You are responsible for the shipping/delivery costs. If Total Sensory UK Ltd remove the products, you are responsible for paying any travel costs and uninstallation charges.
b) Any refunds given for such items will be made once in the possession of Total Sensory UK Ltd. Please allow up to 30 days for a refund.
c) Any custom made to order items under no circumstances will not be accepted for returns or replacement.
i) We will not accept additional charges to bring the item back, onus is on the customer to return the item to our base for whatever reason
ii) no refunds will be given on ‘made to order’ items and any return shipping charges will need to be paid by the customer.
8. Warranty & Guarantee
a) All Total Sensory UK Ltd new products are guaranteed for 12 months against manufacturing faults only from the date that you receive the product. This does not include normal wear and tear and malicious damage etc.
b) Products are designed with special needs in mind; however, products cannot be invincible so we cannot guarantee any item against intentional, accidental or malicious damage.
c) Products that are not manufactured by us carry the original manufacturer’s guarantee.
d) If any items are serviced then there will be no “renewal” or new guarantee applied on the product.
e) We cannot guarantee any products against any mould, damp, condensation or any water damage or other damage which has been caused by the conditions of the room where the sensory products are installed.
f) If any products have been found to have any such damage which is outside of the warranty, then no refund will be given, and you are liable to pay any call-out, labour and travel charges.
g) If any items that are not manufactured by us have a fault that is covered under the manufacturing warranty, please notify us as soon as possible and we will speak to the Suppliers on your behalf. We cannot pay for or offer a like for like replacement for you and we may charge a call out charge plus other expenses to assess the product.
h) We may add a call out charge plus travel expenses for any items that are within warranty for inspection.
i) Call out charges start from £125 + VAT plus travel and other relevant expenses such as travel etc.
k) if it is found that the item within warranty has been damaged due to accidental/malicious damage and/or other causes you are responsible for paying any call out charges, travel and any other relevant fees such as delivery charges etc. You will also be liable to pay for any replacement products you may have received.
l) If it is found that the item you requested to be inspected is not the correct item in question then you are responsible for paying any call out charges, travel and any other charges.
m) If you received a free replacement for a product that was later found to be caused due by malicious damage, wear and tear and other conditions that is not due to a manufacturing fault and covered under our Warranty and Guarantee then you are liable to pay for the full current price of the product(s) + VAT plus any other relevant charges such as delivery, call out charges and travel expenses etc.
9. Specifications and prices
a) We endeavor to improve our products or there may be price increases from our suppliers; therefore, we reserve the right to change prices without prior notice or if on our quote we can only guarantee prices for 30 days of the quotation.
b) All prices exclude VAT throughout the website and catalogue. Please contact us if you would like the price including VAT and delivery. This will appear at checkout.
c) If you hold a VAT exemption certificate, please contact us to pay via phone, as the website does not remove the VAT. This stands to date at 20%.
d) Any sale items may be removed at any time, they are on a first come first served basis, and therefore the website may not always reflect this.
d) We reserve the right to substitute goods of equal value or better should the products ordered become unobtainable. Colours may vary from time to time to those shown online or in the drawing provided are not true exact mataches to the colour.
e) All Quotations are submitted subject to site survey results. If YOU have given us measurements, we will give you a quotation based on your measurements that you provided. Once we have conducted a site survey, we will reassess the measurements given to us by our installer and if there is a difference in price we will invoice you for the additional amount and this must be paid for before our installation is carried out.
f) If you are submitting your own measurements and there is not a site survey included on your quotation then you are responsible for these measurements and any items made to this measurement are non-refundable if your measurements are incorrect. If this is the case, any return visits or alterations are also your responsibility to pay for and must be paid for in advance before any return visit and installation.
g) if you supply us with measurements, you are responsible to ensure that the products fit in the room and you are liable if these do not fit within the room. If this is the case no refund is applicable and you are responsible to pay full payment, any alterations and any return visits from our team.
h) If there are any price differences on the website compared to the internal price structure, it is to our discretion what price will be honored.
i) The price given is assumed that the works will be carried out on a weekday between Monday – Friday at standard working hours between 7am – 7pm. A typical day is priced based on 8 working hours. If we are on site for more than 8 hours then you may be liable to pay for additional hours worked. Please see our table below for prices.
j) If you would prefer the installation to be carried out on a bank holiday, or evenings between 8pm – 7am or on a weekend, please note that this will be at double pay, therefore the price given will be charged accordingly and at least 50% must be paid in advance before we arrive on site.
k) If we arrive before 7am or work beyond 7pm, please note that this will incur an additional £125 per hour per installer on site.
10. Site Survey / Installations
a) The room/s need to be completely clear on the day/s of the site survey and installation in order to be able to install the products as per the plan.
b) If the room is not clear, you may incur extra charges for the time and labour to clear the room for you OR the installation may be cancelled until you have made arrangements to clear the room yourselves.
c) The quotation does not include establishing any electrics within the room unless stated otherwise or any other building/making good/plastering/painting work required which should have been completed BY OTHERS before our installation date for the sensory room equipment or padding.
d) A contract is formed when you agree to a quotation (you could have done this verbally) fixed a starting date, paid a deposit, or verbally told us to go ahead with the works or via the Order Acknowledgment form.
e) If we notice that you have any plug sockets or alike that is affecting the installation it may be necessary for us to fit flat blanking plates. This would not of been taken into consideration during the quotation and will be charged in addition.
f) If you have signed the “Approval Form” or emailed to confirm that you are happy with the space once the installation is completed, you hereby agree that you are satisfied with our services and the installation, and you are required to pay any outstanding balance due to Total Sensory UK Ltd within the time frame advised on your invoice.
g) The Approval form acts as a contract to confirm that you are happy with the installation, the products stated on our quotation and the look and lay out of the room.
h) If you decide to make any changes to the room or products after the site survey or Installation has been completed and/or signed off, this will incur additional charges.
i) padding, floor, carpet, windows and wall colour as shown in the drawings are for reference only and are NOT included in your quotation unless specified on your quotation. No item in the drawing can be assumed as included in your quotation unless specified in the quotation and paid for.
j) if for any reason YOU cut short and/or stop our installation on the day or without at least 48 hours’ notice you are liable to pay for the full day installation as agreed on your quotation and another days full installation plus any travel and overnight stays in full up front before our return.
k) It may be necessary for us to remove your skirting board for wall and floor padding or padded plinths and other sensory products. If you would like us to NOT remove this then it is your responsibility to let us know BEFORE the site survey so that we can take the skirting board measurements into consideration. If you do not let us know in advance, we cannot be held responsible.
l) It may be necessary for us to use strong adhesive to secure acrylic mirrors, wall padding or other sensory products where we see fit. If you would like us to NOT use strong adhesive, then it is your responsibility to let us know before your installation. We cannot be held responsible if you have not let us know in advance.
m) Following a site survey, our installer will advise if any additional work needs to be carried out to make your sensory space useable for our product installation. We will issue a quotation for these works. Please do not assume that additional works are included unless specified on your quotation.
n) If any work gets carried out on the day to adjust your space to be able to make sure that our products fit correctly you are liable to pay for the additional work unless they have been quoted for previously.
o) If we advise you or you decide to make any adjustments and they have not been carried out in time of our survey or installation then you are liable to pay for any additional charges should we carry out additional work.
p) If you are making any changes to anything in the room, ie. a new or existing door, it is your responsibility to advise us at least 4 weeks notice prior to installation and before manufacturing your items to ensure that this is taken into consideration. If this has not been notified to us before a site survey or installation, then additional charges are applicable
q) if you have made any changes to the room after your site survey. It is your responsibility to advise us of any new measurements and advise us of the changes at least 4 weeks before your installation and ideally before manufacturing. Failure to do so will result in additional charges. Total Sensory UK Ltd will not be held responsible for paying for any alterations.
r) If there are any pipes, electrical conduit or any other obstructions in the room including in the walls or under the floor, please let us know immediately. If you would like a quotation for us to box these in or remove please let us know. Alternatively, you can arrange this yourself, but we must be made aware of these changes before we start manufacturing. Failure to do so may incur additional charges
s) it is important that we know the exact measurements of the boxing in or ANY other alterations that you make to the room BEFORE we manufacture any padding or products as this can alter our measurements and may incur additional costs.
t) Please ensure that if you are making any changes to your room that this is done BEFORE we attend our site survey. If you make any changes thereafter then it is your responsibility to advise us and give us any additional measurements. We cannot be held responsible for not obtaining any further measurements afterwards unless you pay for an additional site survey.
ti) If you have any additional work going on, please ensure that this is not done on the same day as our install as this may interfere with our installation and if we cannot finish the installation in one day or other timeframe noted on your quotation, this may mean that we have to return. Any loss of time and a return to complete the install is chargeable in addition. Please ensure that all works are completed before our arrival.
u) if YOU give us any measurements, please note that this is your responsibility and any measurements that are incorrect are not covered under the warranty and will form part of a “supply only” contract where you are liable for the measurements that you have given.
v) if on the day we are unable to gain access to the space we are working on for any reason that is not a fault of Total Sensory UK ltd, it may be necessary for us to return on another day to start or complete the installation. If this is the case then this will incur additional costs.
w) please ensure that this is adequate parking on site and access entry for our team. If we have to pay parking costs or any fines that out of our control, this will be added to your final balance or invoiced to you separately.
x) if you have given us the wrong address or you are unavailable on the day or any other unforeseen circumstance where we were unaware of any change of plan etc than we will have to charge for a full days install and any travel costs before we can return.
11. Full Room Quotes and Electrical Works:
a) Total Sensory UK Ltd cannot be held accountable for any recommendations given to you. Any recommendations that you follow are done so at your own risk. By placing an order and or signing the Order Acknowledgment form, you agree to these terms and conditions.
b) Any electrical connections stated in the quotation will be surface mounted and run to a multi switch grid panel unless stated otherwise, if you require Electrics to be chased within the walls, we can organise for our approved qualified Electrician to install this however, it is your responsibility to make good of the walls before our arrival. This includes repainting the walls.
c) If you wish to use your own Electrician, we can provide a rough guide of where electrics will need to be sited however, we cannot be held responsible if your own Electrician installs this incorrectly or not in the correct area or if the equipment that we install does not have the correct length of cable. If this is the case, on occasion we may need to use extension cables where deemed necessary.
i) If your policy is to not use extension cables, then please notify us.
d) We cannot be held responsible for any issues regarding electrics if this isn’t something we installed.
e) The price indicated on the quotation or proposal may be subject to change as this is an approx. price only and will be confirmed with our Electrician, if this is the case, we will notify you before the works commence and any additional add-ons to the above will be chargeable as an extra service.
f) Payment for electrics will need to be paid for in advance prior to commencement of works.
fi) If we have completed the works quoted for and within the timeframe advised to you and you require further electrical works for any reason that is beyond our control / what we agreed to then you are responsible for the additional materials and labour and you will be charged accordingly.
fii) If we have not completed the electrical work within the timeframe estimated for within the quotation this will be charged in addition.
Fiii) If you require electricity for any part of the room / area we are working on to be shut down in isolation, for example when working at a hospital then it is your responsibility to make sure that we are fully aware of your protocols before any commencement of work and with at least 7 days’ notice. Failing to do so will incur an additional return and a return visit will be charged accordingly.
g) If there are currently no electrics in the room, moving or establishing electrics within the room are not included on the quotation unless stated otherwise.
h) Any additional add-ons will be chargeable as an extra service. This can include extra materials or time on site.
i) If electrical work is NOT included on your quotation or charged for on your invoice then you will need to arrange your own electrician to install the electrics before our installation date. Our quotations do not automatically include electrical work.
j) If you do not install the electrical sockets to be run to a multi switch grid, then each product will need to be turned on individually by each plug socket. If this is the case, then please be advised that we therefore recommend using a remote-controlled socket product. These do not come automatically within our quotation and will be charged in addition.
k) If you plan on redecorating the room, we recommend that you do this before our install. Please note that painting and redecorating including filling in holes or making good of the walls within the room is not included within our install unless stated otherwise.
l) If there is any damp or blistering or any other poor condition to the walls prior to our install, it is your responsibility to correct this and to notify us once this has been fixed BEFORE our install and site survey. We cannot fix this on site, and it is important that we attend a site survey AFTER the walls have been repaired. If we attend site and we are unable to fit our products due to poor conditions of the floors and/or walls, then additional costs will incur, and we will have to rearrange the install once this has been rectified. If this is the case, then you will still be charged for the original install, this will need to be paid for in full before our return to finish the installation.
m) If we come across any Asbestos or hazardous materials whilst working onsite, we will have to stop works immediately and evacuate the room. It is your responsibility to arrange a specialist Asbestos removal contractor to remove the hazardous materials before our install can be finished. If this is the case, then we will need to arrange for an alternative date to come back and this will be charged accordingly.
n) Any outstanding balance from the previous install will need to be paid before we can complete the room.
o) If there are any pipes or obstructions in the room, please let us know immediately if you would like a quotation for us to box these in. Alternatively, you can arrange this yourself, but it is important that we know the exact measurements of the boxing in BEFORE we manufacture any padding or products as this can alter our measurements and may incur additional costs if we need to make any changes that we were unaware of.
p) All our products for a specific installation are made to order, so once in production no refunds can be given.
If after an installation you then change your mind, you may be asked to pay the following: –
i) A cancellation fee of 20% of your full order, labour costs up until the time you cancel, any items installed or fitted that can’t be removed without damaging them, the return of any items in ‘As New Condition’. ii)Delivery/collection charges will apply if Total Sensory UK Ltd pick the goods up, any loss of profit caused by your cancellation e.g., time set aside for your made to order production and installation/uninstallation of your work and any return visits.
q) Bespoke/personalised made to order goods are exempt from the right to cancel for change of mind. So, you only have a right to cancel the contract if the goods do not conform to contract – if they do conform but you simply “don’t like them” (or you have changed your mind) Total Sensory UK Ltd is not obliged to let you return them nor to provide any form of refund.
i) If you feel that these do not “conform to contract” then you must supply sufficient evidence and explanation as to why.
ii) We, Total Sensory UK Ltd must agree that this “does not conform to contract” for a refund to be applied.
iii) If we, Total Sensory UK Ltd do not agree that it “does not confirm to contact” than you are not entitled to a refund.
r) If a part refund amount has been negotiated, we will only action payment of this once the goods have been un-installed and are back in our possession.
s) If you do not allow access for the engineer to un-install the products on the day before the refund is actioned, then we may cancel the un-installing of your room of our goods and invoice you for the full amount as per the quotation plus the cost of the uninstallation and travel costs and no payments/ refunds will be given.
t) All goods remain the property of Total Sensory UK Ltd until paid in full.
12. Moving Existing Equipment or uninstalling products
a) Whilst every care is taken when moving existing equipment or uninstalling products this work is undertaken with the owner’s permission and therefore at the owner’s risk.
b) If any damage does occur whilst in the course of our work, then this will need to be redressed by the owners of the property or equipment at their expense after the move or uninstalling is complete.
c) We cannot offer a warranty on servicing or moving existing equipment.
d) if a sub-contractor is servicing / moving and/or uninstalling any products that we have supplied this will affect your warranty to the products if any damage has occurred to the product or the premises.
e) if any item has been tampered with or attempted to be fixed by yourselves or a sub-contractor this will also affect your warranty unless otherwise stated and agreed by us.
13. All Maintenance, Servicing, moving equipment or uninstalling any products
a) All Maintenance, moving equipment or uninstalling work is undertaken at the owner’s risk, whilst every effort is taken to ensure on- going use we cannot be held responsible if this is just not possible this includes if any items are removed off the wall and/or floor. If items are removed and there is damage made to the walls. We cannot be held responsible and cannot make good of the walls.
b) We are not responsible for replacing any existing items that will not work or sustain damage or void any warranty during the course of our investigations.
c) A date will only be given on receipt of your full remittanceand only includes the works as described in your quote / contract. Under no circumstances can our team carry out further work for free. This will need to be charged extra.
d) By placing an order. sending payment or Total Sensory UK Ltd being told verbally to commence work you are in acceptance of these terms & conditions.
e) If you take out an annual Maintenance Service any number of visits agreed MUST be paid in full in advance of our first visit and all visits must be used within 12 months of your Maintenance Service date on the contract/quote.
f) Under no circumstances can any unused visits be carried over to a new Annual Service Maintenance or extended further than the agreed 12 months.
g) Any unused visits within the 12 months cannot be refunded or exchanged. It is your responsibility to arrange these visits, and any unused visits will therefore be lost. Any new parts / alterations required are chargeable and any return visits for refitting of parts are also chargeable and not included in the price.
h) a Maintenance Service IS NOT automatically included with any quotation. This will always be a separate written contract, and a separate quotation will be given for this service.
i) if you have a fixed 2- or 3-year Maintenance Service contract deal, you MUST pay for all visits agreed within the contract in advance to your first Maintenance Service in that calendar year. The valid dates are shown on your quote / contract.
j) No warranty is given after a Maintenance service. This includes any extensions to your existing warranty.
k) If we are servicing a room or items that we did not install or manufacture then please note that we cannot guarantee to fix or carry out an adequate service on other provides items and/or get replacement parts. In this event we may suggest a full replacement or a like-for-like product.
l) All services are non-refundable and cannot be exchanged for any product or any other alternative service.
14. Flooring
a) We shall endeavor to inspect all areas where works are required, access arrangements will be required prior to agreement of works.
b) We cannot accept liability where incorrect measurements have been provided by the client.
c) Our UV carpet comes in reels of 4m, if your room is more than 4m then please be advised that there will be a join in the carpet, and we cannot guarantee that the patterns will match exactly. If you have Lino on the floor already, unless stated otherwise this will be stuck directly to the existing floor. If you have floor tiles, we will remove these and we cannot guarantee the existing condition of what is underneath, if it deemed that repairs will need to be made before we can lay the UV carpet, it will be your responsibility to fix any repairs or pay for any additional costs to repair the floor before can lay the UV carpet.
d) Works areas are to be completely clear of any site materials or other trades, cleaned and decontaminated as much as possible.
e) No responsibility will be accepted for any unforeseen subsequent faults caused by a faulty subfloor.
f) Every effort will be made to inspect the floor but, in some circumstances, it is impossible to know what may be uncovered during the works taking place. Poor condition of expansion joints covered floor bolts, or prior use of self-levelling compounds may be found, and these will require further works and pricing.
For works where flowable or liquid products are used such as resin, the application will follow the undulation of the existing floor which may result in an uneven finished appearance.
g) We have assumed the subfloor has a fully working damp proof membrane and that the RH levels are below 75%.
h) Anything to the contrary may require extra works that we have not priced for.
i) All cementitious products can be prone to shrinkage cracks. Sometimes these are unavoidable but can be repaired.
j) No resin system is totally colour fast and may change colour over time. Colour change depends on the UV Light and heat levels present and hence the rate of change cannot be predicted.
h) If you have underfloor heating or pipes under the floor, it is your responsibility to make us aware of this before our installation. We cannot be held liable for any damage to the floor or under-floor equipment etc if we were unaware if there were any pipes etc underneath the floor.
i) We kindly ask that you confirm to us in writing if there are any obstructions ie pipework, trunking etc. If we do not have any written confirmation from yourself then we cannot be held responsible for any damages or additional charges that may be incurred.
15. Contract Works
a) Where we are unable to complete work due to the action of others i.e. failure of services or any other issues which are no fault of our own, chargeable day rates will be issued for lost hours starting at £65 +VAT per hour per installer with further costs for machinery.
b) Our installers are not CSCS card holders, if you are working on a live site, it is your responsibility to let us know before we arrange an installation as we cannot work on site unless you make prior arrangements for us to access the required room safely.
c) If we are unaware of the live construction site and we are unable to access the room on the day, then the full installation price including VAT will be charged due to loss of earnings.
d)Where works are expected to last longer than 1 day, the client will provide on-site storage for machinery, products and materials in a secure locked facility.
i) If any items are left on site, it is your responsibility to ensure that products and / or materials are left in a safe and secure place and within a locked room.
ii) If any items are lost, damaged or stolen whilst on your property, you are liable for their replacement and Total Sensory UK Ltd cannot be held responsible. By signing the order acknowledgment form or placing an order with us you agree that you are liable for and responsible for any items that are lost, damaged and stolen whilst on the premises and agree to replace any such items in full.
e) Skips will be provided by the client for the removal of waste and cured material containers unless stated otherwise in our quotation.
f) All works are to take place during Standard working hours unless otherwise stated. See below for more information.*
g) Where works have been specified to be carried out on a certain date, any changes or cancellations within 48 hours of the date agreed may incur charges.
16. Servicing Fees and Fast Track Fees (A Service Fee is completely different to a Maintenance Service)
a) All quotations include 1x free* client visit or teams call, 1x proposal, 1x 3D room layout drawing, 1x no obligation quotation and 1 x redesign only.
Ai) Any additional work such as redesigns, Mood Boards, risk assessments etc will incur additional costs.
b) If a Servicing Fee is included in your quotation, this covers the additional work that is put in. This may include but is not limited to creating mood boards, redesigns, amendments to the quotation and additional meetings, admin, additional emails, risk assessments etc.
c) Service Fees can start from £395 +VAT. This price will vary depending on the amount of work that is expected to be carried out. Please contact us for a bespoke quote to add this on.
d) We reserve the right to charge additional costs on our original quoted Service Fee if you make further changes or amendments to your quotation, design, have additional meetings etc.
e) Our additional time is chargeable from £11.25 + VAT per 15 minutes spent on your project.
f) The maximum of 2 options of a quotation and 3D drawing is included within your free quotation. Any additional options may incur an additional cost.
g)*Additional travel costs may incur if more than 40 miles or 1 hour 30 minutes whichever is more of our head office in Essex for an initial site visit to gather information and photos and rough measurements for a quote.
h) our usual manufacturing time is approximately 6-8 weeks. If any items are needed before this time, then a minimum of £120 + VAT Fast track fee may be applied.
i) A service fee will be applied after the original quotation if it is brought to light that there is more work than originally anticipated and that is outside of the free quotation package mentioned in a)
17. Health & Safety
a) Total Sensory UK Ltd recommend that all sensory spaces are always to be used under the supervision of a responsible adult over 18 years old and cannot be held liable for any incidents that may occur with or without supervision.
b) We recommend to never leave babies, children or vulnerable adults unattended at any time
c) We heavily recommend never to hang or swing from the fibre optics or any other product unless it is a swing, please pay attention to the weight limits on these products.
d) DO NOT put the fibres around your neck or any other body part to avoid injury.
e) DO NOT bite or chew the fibre optics as these can cause damage to the user(s), the products and can be a choke risk if you were to swallow any fibre parts. Please ensure that a responsible adult is overseeing the users to ensure that they do not put these in their mouths. Total Sensory UK Ltd cannot be held responsible for incidents that occur.
f) if you have any fibres on the floor, please be aware that these may be a trip hazard. If they are on your drawing this is to your discretion and you agree that you are aware that this may be a hazard. Total Sensory UK Ltd cannot be held responsible for any public liability or any other third party liability claims. It is your responsibility to ensure that the fibres are moved away from the floor space when not being used.
g) if you have a climbing wall in your space, you must ensure that you follow the correct safety advice and ensure that no user is left alone to climb without a responsible adult. Total Sensory UK Ltd cannot be held responsible for any liability claims that arise from any incidents unless it is due to a manufacturing fault.
h) We recommend on always having 1-1 responsible adult to user supervision.
i) We may not always include a padded ramp on a padded floor and there may be a 6cm or 11cm height difference due to the floor padding. Ultimately the responsibility is yours. If you feel that your users would benefit from a ramp, then please let us know. We do not know your users so we cannot be held responsible for any incidents that may occur.
j) If you require a RAMS or method statement please contact us. These are available upon request and may be charged in addition.
k) Our team are DBS checked, and not advanced DBS checked. If you require higher please contact us.
l) We currently hold £5,000,000 Public Liability insurance.
j) We highly recommend having your Health and Safety team inspect the drawing/plans and quote and they contact us before we carry out the installation and manufacturing to avoid any issues.
k) if after our install your Health and Safety inspectors deem the room to not meet their standards then any alterations will need to be charged in addition.
Working Hours & Additional Charges
a) Standard working day –Working hours are between 7am and 7pm.
b) Our quotation for installation is based on 8 hours during the weekday, Monday-Friday excluding bank holidays.
c) If you wish for your installation to be on a Bank Holiday or Weekend, this is charged at double pay and will be charged in addition as this would not be taken into account when quoting for your install price
d) Any additional hours worked may be applicable to additional charges as shown below and based “starting from”.
e) Charges applicable do not include travel and other relevant expenses. This will be charged in addition.
f) If you request a visit from any of The Directors, Office or Sales Managers outside of the 1 x free quotation visit this will be charged as per below.
g) if you are based more than 2 hours or 50 miles whichever is longer travelling from our Essex office it may be necessary for our installers to stay overnight which will be charged in addition.
h) the installation price is an indication only and may be subject to change if the installation takes longer than expected or if there are more installers on site than anticipated.
i) The install cost only represents the labour cost, if you require our team to participate in any health and safety talks or other relevant training before entering your site this will be charged in addition as per the install teams hourly rate mentioned before. 30 minutes training and fire escape talks etc is included but if it is any more than this will be charged per hour.
j) Any additional charges will be added to your final balance unless stated otherwise.
Additional Costs from:
Director/Site Supervisor: £135 + VAT per hour or £450 day rate
Sales & Office Manager: £110 + VAT per hour
Head Installer: £125 + VAT per hour
Manufacturing Labour: £40 + VAT per hour
Project Manager: £85 + VAT per hour
Sales Manager: £85 + VAT per hour
Senior Designer: £65 + VAT per hour
Site Surveyor: £85 + VAT per hour
Administrator: £35 + VAT per hour
Labourer : £75 + VAT per hour
Electrician: £125 + VAT per hour
Plumber: £125 + VAT per hour
Upholster: £45 + VAT per hour
Installer call out charge: £125 + VAT per hour
Installer return charge: from £115 per hour or fixed rate
Postage Cost: from £20 + VAT
These terms will supersede any other terms imposed by the customer or any third party and by placing an order you accept such terms and conditions.
Please contact us if you have any questions about our policy:
Head Office:
Total Sensory UK Ltd, Technologies House, 507 Ashingdon Road, Essex, SS4 3HE, United Kingdom. +44 01702 542231