INTRODUCTION
These Terms and Conditions constitute a legally binding agreement between you (“Customer”) and Stepfast Flooring, a trading name of Stepfast Flooring. By paying a deposit or settling your invoice in full, you acknowledge that you have read, understood, and agreed to these Terms and Conditions. If you do not agree to these Terms and Conditions, you must notify Stepfast Flooring within 5 business days from the invoice date, stating your objections and discussing alternative options.
- Amendments to Terms and Conditions
We reserve the right to update or amend these Terms and Conditions at any time. Any changes will take effect immediately upon publication on our website. By continuing to purchase products or services after such amendments, you agree to be bound by the revised Terms and Conditions.
- Payment Terms
Full payment for all products and services is required 2 days prior to installation. In the event the job is cancelled or rescheduled, deposits are non-refundable.
- Product Selection
The products displayed in our showrooms are samples only and are intended to assist customers in selecting flooring. Samples may appear different under varying lighting conditions. For example, the lighting in our showrooms may be brighter than in your home, which can alter the appearance of the sample.
Customers should note that sample panels do not display all features and patterns of the actual product and should be used as a colour guide only. Installed boards may include natural variations such as grains, knots, shading, and pattern differences that are not visible in the showroom display board.
In addition, batch-to-batch colour and sheen variation will occur. The Australian Standard for resilient flooring installation (AS 1884) recognises that minor colour and sheen differences are normal outcomes of the manufacturing process. Industry and manufacturer guidelines confirm that these variations are expected and are not considered defects.
- Floor Levels
In accordance with the Australian Standard AS 1884:2021 (Resilient Floor Coverings – Installation) and the guidelines set out by the Australian Timber Flooring Association (ATFA), sub-floors must have no deviation greater than 3mm over a 3-metre span.
Our products require a sub-floor specification with no deviation greater than 3mm over 3 metres. Any additional floor preparation, including but not limited to grinding, screeding, or sanding, required to bring your sub-floor within specification will be charged accordingly. The quoted price excludes allowances for moisture barriers, grinding, levelling, or other sub-floor treatments, unless explicitly stated otherwise on the invoice.
- Furniture Removal
To ensure a smooth and efficient installation, a clean, clear site must be provided. Please clear the installation area of all furniture and any potentially movable appliances (e.g., whitegoods) before the installers arrive on site. Clear access is required to allow for the proper installation process. The quoted price excludes the removal of any furniture, unless specifically stated otherwise on the invoice.
- Floor Take-Ups
If you are removing old carpet, it is the owner’s responsibility to remove all carpet, underlay, carpet grippers, trims, and any adhesive or glue residue. The room must be left clean, with the floor swept and free of debris. No visible glue should remain on the concrete floor. Any holes larger than the size of a 10-cent coin must be filled with leveling compound prior to installation. Any additional floor preparation required, including cleaning, sanding, or levelling, will be at the customer’s expense.
If Stepfast Flooring has been engaged to remove existing flooring (including carpet, laminate, vinyl, or other floor coverings), our standard quotation covers the removal of loose-laid materials only, unless otherwise specified on the invoice. If flooring or underlay is found to be glued down, or if other unforeseen conditions are encountered, additional charges will apply for extra works such as labour, concrete grinding, adhesive removal, or other remedial preparation required.
- Power Availability
Adequate power supply is necessary for the installation of flooring. Please ensure that electrical power is available, especially for new homes or units, to avoid any delays in the installation process.
- Keys for Access
If you will not be present during the installation, please arrange for a representative or provide access by ensuring that keys are made available to the installation team.
- Door Clearance
If door trimming is required for proper clearance, we recommend completing this prior to floor installation. It is preferable to remove doors before the floor coverings are installed. If necessary, doors will be removed and left uninstalled by the installation team.
- Trims
All trims will be securely glued and fixed upon completion of the flooring installation. If any areas, such as windows, tiles, kitchen installations, or other related trades, are not yet finished, the installers will leave the trims on-site for the customer or other trades to fit once those works are completed. We strongly recommend that all related trades be completed prior to flooring installation to ensure the correct trims can be installed from the outset.
If the installers are required to return to refit trims due to incomplete work by other trades (e.g., window installation, tile fitting, kitchen installations, or similar), a minimum charge of $350.00 + GST will apply for the return visit.
- Skirting and Scotia/Beading Installation
It is not common industry practice to fill pinholes or imperfections in scotia or beading during installation. The installation of skirting and associated trims excludes any filling, painting, or sanding.
If you are installing skirtings after handover yourself, it is important that skirtings are not fitted tightly on top of the flooring, as this will prevent the floor from expanding and contracting naturally and may void the manufacturer’s warranty.
Skirtings and scotia/beading may highlight undulations or variations within the allowable subfloor flatness tolerances, which can result in visible gaps where the floor meets the skirting. Such gaps are normal and expected per Australian standards such as AS 1884.
Caulking between the skirting and the floor is not suitable because it restricts the floor’s designed ability to move, which can lead to flooring damage and void warranty coverage.
These practices are consistent with Australian Timber Flooring Association (ATFA) guidelines, manufacturer warranty conditions, and recognized Australian flooring installation standards.
- Floor Installation Near Cabinets and Other Fixtures
We will not install flooring tight up to cabinets, waterfall ends, or similar fixtures. For floating floor installations, we strictly follow the manufacturer’s guidelines, which require leaving an 8mm expansion gap around the perimeter of the floor. This gap allows the flooring to expand and contract naturally. To cover this gap, a scotia trim will be installed.
If the customer intends to install kickboards over the flooring, these must not be placed tightly against the floor, as this will restrict natural movement and may lead to warping, buckling, or other damage. Failure to leave appropriate space between the floor and kickboards can void the flooring manufacturer’s warranty. This practice complies with Australian Timber Flooring Association (ATFA) guidelines, manufacturer warranty requirements, and relevant Australian standards including AS 1884.
- Door Frames
On the day of installation, the installers will assess the frames, areas, and product to determine whether undercutting of the frames is necessary. This decision will be made on-site and cannot be determined in advance. If undercutting is required, the process may result in minor burn marks on the frames. It is recommended that the customer touch up these marks once the installation is complete.
Alternatively, some installations may involve cutting the boards around the frames, with any resulting gaps filled using a colour-matched filler for a tidy finish.
Please note when undercutting door frames, if the frames have not been tied down properly, there may be movement between the bricks and the frame which can cause cracking of the plaster or paint. Stepfast Flooring does not accept responsibility for such issues, as they are the result of oversights in the builder’s workmanship and not related to our installation process.
- Minor Damage During Installation
During the installation process, some minor scuffing or marking of walls or skirtings (typically below 20 cm from the floor level) is to be expected. These marks may require minor repairs, such as painting, which will not be the responsibility of Stepfast Flooring.
For staircase installations specifically, it is strongly recommended to have a professional painter attend to apply the final coat of paint once the works are completed. Due to the nature of staircase construction, most stairs will not be perfectly square, and our installers may need to scrape through plaster to achieve a square, tight fit. As we do not install scotias on steps during installation, there may be glue and filler marks visible near the walls, as our installers are not professional silicone specialists. For the best aesthetic finish, we recommend that a painter attends once staircases are completed to sand and paint the step walls. This finishing work is not included in our installation service and remains the customer’s responsibility.
- Board Movement and Hollow Sounds
It is normal for up to 5mm of downward movement in flooring boards after installation. A hollow sound within the floor is considered normal and may occur in both floating and direct-stick installations.
- Steps
All staircase installations carried out by Stepfast Flooring, including those using stair nosings come with a 12-month limited warranty. This warranty covers both the stair nosing product (supplied by a third-party manufacturer) and the installation workmanship.
This warranty is provided in addition to your rights under the Australian Consumer Law (ACL).
- Change of Dates
If you wish to change the scheduled installation dates, you must provide at least 3 business days’ notice prior to the scheduled installation. Failure to provide the required notice will result in a $200 cancellation fee to cover administrative costs and potential rebooking issues.
- Wasted Trip Charge
If the installation team arrives and is unable to proceed with the installation due to site issues beyond our control (not related to our contract), a $200 wasted trip charge will apply. The customer will be responsible for this charge.
- Other Trades on Site
No other trades, including but not limited to painters, electricians, plumbers, or any other tradespeople, are to be present on-site during the scheduled installation days. Having other trades on-site during installation may cause delays, interruptions, or complications that could affect the quality of our work. We require a clean, clear, and unobstructed work area to perform the installation properly. If other trades are present, or if there are any issues that prevent a smooth installation, additional charges may apply, or the installation may be rescheduled at the customer’s expense.
- Flooring Protection
To maintain your flooring’s appearance and structural integrity, it is essential to protect it from direct sunlight and extreme heat. Exposure to strong UV rays and excessive temperatures can cause damage such as excessive expansion, lipping, gapping, and fading. Use window treatments like blinds, curtains, shutters, or window tinting to minimize these effects. On very hot days, it is recommended that these window coverings remain closed to shield your flooring from heat and UV exposure.
Maintaining stable indoor temperature and humidity levels year-round is critical. Dramatic changes or extreme fluctuations in these conditions may cause timber or engineered boards to lift, cup, or gap at the joins. In unoccupied homes, the following measures are essential to protect your flooring:Maintain suitable temperature levels consistently.
Cover or protect all exterior windows to reduce heat and UV exposure.
Leave all internal doors open to create a unified zone that allows gradual adjustments to temperature fluctuations.
⚠️ Important: Never use a steam mop or excessive water on your flooring, as this may cause irreversible damage and void the product warranty.
This guidance aligns with industry best practices and Australian Timber Flooring Association (ATFA) standards, as well as manufacturer warranty conditions that require protecting floors from environmental extremes and improper maintenance to keep warranties valid.
Seasonal Movement
Floating flooring systems, including laminate and hybrid flooring, are designed to naturally expand, contract, and respond to environmental conditions throughout seasonal changes.
In accordance with Australian Timber Flooring Association (ATFA) guidelines, manufacturer installation requirements, and relevant Australian Standards relating to floating floor installations, a minor degree of vertical movement, deflection, creaking, squeaking, or hollow sounding may occur and is generally considered a normal characteristic of floating floor systems rather than an installation fault.
Seasonal temperature and humidity fluctuations, particularly during transitions into winter and summer, can significantly affect the behaviour of floating floors. During colder months, flooring materials may contract and become firmer, which can result in increased movement, creaking, or squeaking noises in certain areas of the floor. Likewise, during warmer periods, expansion of the flooring system may occur. These seasonal changes are common within floating floor installations and will often stabilise over a full seasonal cycle of approximately 12 months as the product acclimatises to the home environment.
Ventilation
It is also common for movement, creaking, and squeaking to reduce once the property becomes fully furnished and lived in, as furniture weight, regular foot traffic, and stable internal living conditions assist with the natural settling and acclimatisation of the floating floor system.
In accordance with ATFA recommendations and manufacturer warranty guidelines, properties must remain adequately ventilated throughout the year. Homes should not be left completely closed up or without ventilation for extended periods during winter or summer, as excessive heat, trapped humidity, condensation, or sudden environmental fluctuations may cause boards to expand, cup, peak, lift, gap, or deform.
Customers are responsible for maintaining appropriate ventilation, airflow, indoor temperature, and humidity levels within the property following installation. Window coverings, ventilation systems, air circulation, and climate control should be used where necessary to maintain stable internal conditions.
Please note that warranty claims relating to lifting, cupping, peaking, excessive expansion, moisture-related movement, or environmental damage caused by inadequate ventilation, excessive heat, moisture exposure, or leaving the property closed up may be rejected by both Stepfast Flooring and the product manufacturer/supplier.
Suppliers and independent inspectors are generally able to identify environmental or ventilation-related issues during inspection, including from visible signs within the flooring itself and internal property conditions. In many cases, inadequate ventilation, excessive heat build-up, moisture exposure, or properties being left closed up for extended periods can be identified within a short period of inspection, including from photographs provided prior to attendance.
If concerns arise regarding excessive movement or deflection, Stepfast Flooring reserves the right to inspect the installation and assess the floor against applicable manufacturer tolerances, ATFA guidelines, and relevant Australian Standards to determine whether the observed movement falls within acceptable industry tolerances.
- Additional Materials
As part of our standard practice, we supply installers with a small quantity of additional boxes or materials to account for any potential measurement discrepancies or unforeseen issues during installation. These extra boxes are provided for contingency purposes and are not included in the original quote. If any of these boxes remain unused and the customer wishes to keep them, they will be required to pay for the additional boxes.
Installers are instructed to leave only the exact number of boxes quoted for the job on site. Any surplus boxes will be removed, and customers should not request to keep any additional boxes unless explicitly stated on the invoice.
- Warranty
Our warranties apply exclusively to owner-occupied premises and are non-transferable. If the property is sold, the warranty will remain with the original purchaser/owner and will not be extended to subsequent owners. Our warranties are provided in accordance with the guarantees set out under Australian Consumer Law (ACL). To the fullest extent permitted by law, Stepfast Flooring disclaims all liability for implied warranties, including but not limited to warranties of merchantability, fitness for a particular purpose, or any warranties arising under legislation, except where such warranties cannot be excluded by law.
Warranty replacements do not cover the costs of painting walls, replacing skirtings, removing or reinstalling furniture, or addressing issues related to kitchen kickboards, trims, or other obstructions. These additional services are the responsibility of the customer.
Please note that the installation of kitchens, cabinets, or heavy furniture over the flooring will void the warranty, as these items prevent the floor from expanding and contracting naturally.
Acceptance of Terms
By proceeding with your purchase or installation, you acknowledge that you have read, understood, and agreed to the above Terms and Conditions. Your signature (or payment of deposit/invoice) indicates your acceptance of these terms.
INTRODUCTION
These Terms and Conditions constitute a legally binding agreement between you (“Customer”) and Stepfast Flooring, a trading name of Stepfast Flooring. By paying a deposit or settling your invoice in full, you acknowledge that you have read, understood, and agreed to these Terms and Conditions. If you do not agree to these Terms and Conditions, you must notify Stepfast Flooring within 5 business days from the invoice date, stating your objections and discussing alternative options.
Amendments to Terms and Conditions
We reserve the right to update or amend these Terms and Conditions at any time. Any changes will take effect immediately upon publication on our website. By continuing to purchase products or services after such amendments, you agree to be bound by the revised Terms and Conditions.
Additional Terms and Conditions for Apartment Installations
These terms and conditions are in addition to our existing terms and conditions outlined on your quote/invoice.
- Lift Access
- All apartments must have lift access for transporting materials and equipment up and down.
- The lift must be located within 10 meters of the parking area.
- Parking Requirements
- Access to car parking within the building is required for installation purposes.
- The parking area must have a minimum height clearance of 2.2 meters to accommodate our vehicles and equipment.
- Furniture Clearance
- All furniture and other obstructions must be cleared from the installation areas prior to the commencement of work. Our team will not be responsible for moving furniture unless previously agreed upon and included in the quote.
- Sub-Floor Levels
- Our products require a sub-floor specification with no deviation greater than 5mm over 3 meters.
- Any additional floor preparation required to bring your sub-floor within this specification, including but not limited to grinding, screeding, or sanding, will be charged as an additional cost.
- The quoted price excludes allowances for moisture barriers, grinding, leveling, or other sub-floor treatments unless explicitly stated otherwise on the invoice.
- Removal of Existing Flooring
- If we are removing existing flooring, it is important to note that the condition of the sub-floor underneath cannot be determined until the existing flooring is removed.
- Any additional preparation required for the sub-floor will be charged directly to the customer by the installer.
- In cases where significant preparation is required, we may need to engage floor preparation specialists. This will be scheduled according to their availability, which may result in delays to the job timeframe.
- Delays and Rescheduling
- Any delays caused by access issues, lack of proper lift facilities, or inadequate sub-floor preparation will require the job to be rescheduled. Additional charges may apply for rescheduling.
Acceptance of Terms
By proceeding with your purchase or installation, you acknowledge that you have read, understood, and agreed to the above Terms and Conditions. Your signature (or payment of deposit/invoice) indicates your acceptance of these terms.
