INSTALLATION TERMS AND CONDITIONS

Postcode limitations

Standard and Premium installations to the following postcodes may take slightly longer than the quoted lead time: AB, BB7, BD23 - BD24. BT, CA, CF, CT, DD, DG, DH, DN12, DN14-DN15, DN18 - DN19, DN26, DN36-DN39, DN41, DL, DT, EH, EX, FK, FY, G, HG, HU, IV, KA, KW, KY, LA, LD, LL, ML, NE, PA, PH, PL, PR, SA, SR ,SY16-SY20, SY23, SY25, TA, TD, TQ, TR , TS, YO.

We are unable to carry out Next Day installations in the following postcodes: AB, BT 1-94, DD, G84, GY, HS, IM, IV, JE, KA27-28, KW, PA 20-80, PH 19-50, PO 30-41, TR 21-25, ZE, EIRE. Should you book an Next Day installation online and we are unable to carry it out, we will contact you to discuss alternatives.

Next Day Installations in the following postcodes can only be carried out on particular days of the week: CT, DG, HU, IP, LD, LL, NR, SA 1, SA 2-4, SA 5-18, SA 19-48, SA 61-63, SA 64-65, SA 66-73, SY 23-25, TD, TN, TR, TR26-27, YO. Should you book an Next Day installation online and we are unable to carry it out on the date selected, we will contact you to discuss alternative days.

On rare occasions, where the Next Day installation date you have selected is at capacity, we may contact you to rearrange your delivery date.

Installations General

Surcharges may apply to postcodes outside a 100-mile radius of our Distribution Centre (NN3 8RJ) or if the installation is non ground floor /garage, for more information please contact us.

We are unable to accommodate installations to offshore postcodes.

For insurance reasons we are unable to install any product that requires us to drill into a customer’s property, (for example boxing bag brackets). We are also unable to install certain hardware products that may be ordered or come supplied with certain products, (for example JHT Passport Media Players). Neither are we able to trim or shape rubber matting.

Some gyms and strength equipment have recommendations that they be secured to the floor in order to prevent tipping, rocking or shifting. We are not able to do this for you. We strongly recommend that you read the instruction manual for your equipment and should they make such a recommendation, you make your own arrangements to ensure that this is done.

Please note that some equipment is not designed for the use of straps, belts, chains, ropes and other devices which could compromise stability and may invalidate your warranty. Please read the instruction manual for your equipment most carefully.

As an employer we have a duty of care to our employees. We are committed to providing a work environment that is healthy; and one in which all of our employees are treated with respect, dignity and free from any form of bullying or harassment on any grounds. Therefore, please can we ask of you that whilst our team are on site delivering, installing or servicing your equipment, that you do not smoke in the same room as our employees are working. If you do smoke in the same room, our team will politely ask you to leave the room. Should you refuse to do this, or if there is an incident of bullying or harassment including abusive, violent or aggressive behaviour towards an employee; the team will seek advice from our Head Office, which may result in them leaving site and for you to be charged for a revisit.

Our lead times and targets are set in Working Days : Working Days are defined as : Monday to Friday only & excluding bank holidays and Christmas Eve.

If on the day of the installation our team are unable to complete the job due to items not being ipre delivered, items not being in the room of installation, access restrictions to the property, parking not being provided, or the customer not being there when they arrive a re-attendance charge may apply and would need to be paid before any re-visit takes place or will be deducted from any refund actioned.

If the team are not able to start work upon their arrival on site you may be charged for the waiting time, the job may not be completed and/or you may need to pay for a revisit.

If your location requires special arrangements such as site induction, hard hats, ear protectors, or DBS check on our staff, you must ensure that we ae aware of this from the moment you place your order. Failure to do so could lead to delays, cancellations and additional charges.

You must be clear exactly where in the room you wish to have the equipment installed. Once built, some equipment may be very heavy and very timely to move, in which case an extra cost or further visit may be required.

Preparation

Before the arrival of the installers the following will help speed your installation and ensure that you and our team remain safe:

Notify us of any road or building works in your immediate area
Ensure you have prepared adequate parking for a long wheelbase transit van (Approx 4 meters long and 3 meters high
Ensure that the route from the parking you are providing to the installation room is clear of any obstacles, or hazards
Clear any breakables (ornaments, pictures etc) from the route to the installation location
Check through the emails we have sent to ensure that the contact information we have for you is correct and that the work and access information we have set out is correct. If there have been any changes, please contact us
Our team are required to wear a uniform that includes a hi visibility vest and steal toe capped footwear. They are not permitted to remove these. Additionally, some of the equipment we will be delivering may arrive in dirty or dusty boxes, so if you have flooring or walls that could be marked or stained during the delivery and installation process, please cover them. Our teams are issued with shoe covers for locations where the wearing of external footwear is not permitted
Please ensure that any pets are kept in a seperate room, away from where the installation is taking place

Premium Installation Service

This is defined as delivery and installation on the same day.

Current delivery timeframes for this service can be found on the installation options page.

NB: For pre-order products ordered with installation the lead time will start once the item arrives into stock (see product page for latest date of arrival).

We cannot make arrangements for an installation until we have a completed install access form, as this provides us with the information to plan your installation and is part of the risk assessment that enables us to keep our team and you safe. Not providing this form with the requested information, pictures and videos may significantly delay your installation as the lead time will not begin until we receive the completed form. The form can be found here.

Upon our receipt of this form and prior to our team’s arrival you will receive a number of emails that set out the work our team will be doing, the access information you have provided and the information you have provided about the room in which you want the installation to take place. Please check this information thoroughly and be aware that in order to preserve your warranty and to ensure that our work is adequately insured the team are not permitted to undertake any task not listed in these emails. Should any of the information be incorrect please contact us

For some areas, we use a 3rd party company to carry out your delivery and installation. If this is the case, we will email you with information about this and any selected 3rd party once we have processed your install access form.

Time Table of Installation Service

Order received and placed on hold awaiting install access form
Reminders sent twice a week until install access form received.
Email sent acknowledging you have sent install access form and containing a copy of the information you have provided
Email sent within 3 working days of receipt of form setting out the information you have provided and the equipment that will be installed.

If further information is required to enable us to properly plan your install your order will be placed back on hold and an email sent to you requesting this additional information
If we deem that the fastest method of completing your order is vie a 3rd party , we will contact you at this stage with the details
If a surcharge is applicable to your order, we will place your order on hold and contact you at this stage
This email will also set out the preparations you will need to make ready for the arrival of our team

Order released and sent to our routing system
Withing 5 working days of receipt of install access form email sent with date your installation has been planned for
If this date is not suitable, please contact us and we will then find you the next available date in your area
2 working days prior to install date a remainder text and email sent that will include an approximate arrival time (please be aware that this is only an estimation and may change)
Morning of installation text and email containing a more accurate arrival time as well as tracking information that will enable you to see how far away the team are from you.
If you do not receive these communications, please check your junk box before contacting us
Where able 30 minutes before arrival the install team will call you on the provided number to confirm their arrival time
Our team are required to take a photo of your front door, a before and after picture of the room of installation, on occasion of the route from the parking location to the install room as well as of the completed machine and its serial number.
Upon completion of the installation, they will show you the machine working, but are not qualified to show you how to use the machine or any of its operations. For this you need to refer to the operator’s manual
Once the equipment is installed and you have been handed the manuals etc the installers will need to run through some questions with you from their tablet, and will ask you to sign the tablet. There is also space on the tablet for you to leave any comments you wish or to ask the office to telephone you (please be aware it may be up to 2 working days following the installation day before a call is made)
If there are any issues with the equipment, this will be recorded on the tablet, and emailed to the office for dealing with (please be aware it may be up to 2 working days following the installation day before a call is made)

Standard installation

This is a 2-stage process: a delivery then installation within 5-12 working days following the day of delivery (some areas of the country over 100 miles from our NN3 8RJ distribution centre may have a longer installation lead, please contact us for further information
Selection of our next day delivery and installation means that the item is to be delivered and installed in a garage or a ground floor room of choice only. If this is not the case, please select the premium service.
For some items weighing under 86kg there may be an option for a basement, 1st or 2nd floor delivery but there may be a surcharge for this , please contact us for more information

Delivery Stage:

The delivery is only available on working days. For some areas it may be possible to organise a Saturday or Sunday delivery but there is a surcharge for this; please contact us for more information.

An email or text will be sent the night before the delivery providing all of the tracking details
All deliveries are made between 7am & 8pm and the carriers will text/email the day before to advise of a time slot. They will also provide an approximate 1-hour pre-call on the day of the delivery. Our carriers will endeavour to deliver within the hours above, however times are never guaranteed as circumstances and road conditions can change abruptly
Please ensure that all items are checked at the time of the delivery. We are not liable for any short orders if it is not noted on the POD/delivery paperwork or tablet.
If any items are missing or damaged, please, ensure this is noted on the delivery paper work that the team take with them, take pictures of the delivered equipment and damaged items ten contact our delivery team
Signing the POD/delivery paperwork or tablet as "unchecked" will not be accepted if found to be loss or damage to any item(s) after the delivery.
Cancellation or changes to a delivery date must be notified to us at least 2 working days before the chosen date. Failure to do so may incur a re-delivery charge of £80 which will need to be paid before the delivery takes place or deducted from any refund actioned.

Installation Stage:

We will select the installers most suited to your location and the equipment to be installed. If we are using a 3rd party to complete your installation, we will email you with details so that you can contact them once the equipment has been delivered and arrange an installation date directly with them. Please do not contact them until the equipment has been delivered.

Once your order has been processed by our install team (typically within 2 working days of you placing your order) we will email you an installation date that is within 5 working days following the day of delivery
If this date is not suitable, please contact us and we will then find you the next available date in your area
Before the arrival of the installer, you must ensure that the goods are in the room you wish them installed in.
2 working days prior to install date a remainder text and email sent that will include an approximate arrival time (0lease be aware that this is only an estimation and may change)
Morning of installation text and email containing a more accurate arrival time as well as tracking information that will enable you to see how far away the team are from you
Where able 30 minutes before arrival the install team will call you on the provided number to confirm their arrival time
Our team are required to take a photo of your front door, a before and after picture of the room of installation, on occasion of the route from the parking location to the install room as well as of the completed machine and its serial number.
Upon completion of the installation, they will show you the machine working, but are not qualified to show you how to use the machine are any of its operations. For this you need to refer to the operator’s manual.
Once the equipment is installed and you have been handed the manuals etc the installers will need to run through some questions with you from their tablet and will ask you to sign the tablet. There is also space on the tablet for you to leave any comments you wish or to ask the office to telephone you (Please be aware it may be up to 2 working days following the installation day before a call is made)
If there are any issues with the equipment, this will be recorded on the tablet, and emailed to the office for dealing with. (Please be aware it may be up to 2 working days following the installation day before a call is made)
All rubbish must be disposed of by the customer, our installer is not able to dispose of this for customers although he may be able to separate the rubbish for recycling is asked to do so.