Public Holiday Store Hours: Our store will be closed from Saturday, 26th September 2026, and will reopen on Tuesday, 29th September 2026.
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.
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.
In accordance with applicable Australian Standards, including AS 1884:2021 where relevant, Australian Timber Flooring Association (ATFA) guidelines, flooring manufacturer requirements and recognised industry installation practices, the subfloor must be dry, clean, sound, stable and sufficiently level before flooring installation can proceed.
Unless otherwise specified by the selected flooring manufacturer, the subfloor must have no deviation greater than 3 mm over a 3-metre span.
Subfloor preparation is not included unless expressly stated in the quote or invoice. The subfloor condition will be assessed by the installer on the day of installation. Any preparation required, including patching, filling, grinding, sanding, adhesive removal, moisture treatment, screeding or levelling, will be discussed with the customer and charged separately.
Minor preparation may be payable directly to the installer. Any substantial preparation, levelling or moisture-remediation works will be quoted separately before proceeding.
Where the customer, property owner, builder or another contractor carries out any subfloor preparation, Stepfast Flooring accepts no responsibility for the suitability, quality or performance of those works. Any resulting issues, including board lifting, cracking, excessive movement, hollow sounds, joint separation, peaking or other flooring failure, will not be considered a product or installation defect and may not be covered under warranty.
Stepfast Flooring reserves the right to delay or refuse installation where the subfloor does not comply with the applicable Australian Standards, ATFA guidelines, manufacturer requirements or required installation tolerances. Any additional attendance, delays or remedial works resulting from unsuitable site conditions may incur additional charges.
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.
If the customer will not be present during the installation, they must arrange for an authorised representative to provide access or ensure that suitable keys are made available to the installation team.
If the customer or their representative is not present when the works are completed, the installation team will close and lock all accessible doors and secure the property before leaving.
For security and insurance purposes, the installation team will not leave the property unlocked unless Stepfast Flooring or the installer has received clear written instructions from the customer before completion of the works.
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.
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.
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.
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.
Where door frames or jambs are undercut, a visible clearance may remain between the flooring and the frame. This clearance is required to provide the expansion allowance specified by the flooring manufacturer and to allow floating flooring to expand and contract without restriction.
Flooring cannot be cut tightly against, wedged beneath or fixed to door frames, as this may restrict the natural movement of the floor and result in lifting, peaking, buckling, joint separation or other damage. The required clearance may vary depending on the flooring product and manufacturer’s installation instructions.
Where the required expansion gap cannot be fully concealed beneath the undercut frame, a small visible gap may remain. Such clearance is an installation requirement and is not considered a workmanship defect.
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.
This warranty is provided in addition to your rights under the Australian Consumer Law (ACL).
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.
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 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.
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.
Public Holiday Store Hours: Our store will be closed from Saturday, 26th September 2026, and will reopen on Tuesday, 29th September 2026.
Our store will be closed from Saturday, 26th September 2026, and will reopen on Tuesday, 29th September 2026.
🔹 Thank you for your patience! 🔹