Terms of service

These Terms and Conditions set out the basis on which Professional Rubber Surfaces (“PRS”, “we”, “us”, “our”) supplies goods to customers. By placing an order with us, you agree to these terms in full.

1. Company Information

Professional Rubber Surfaces
Unit 12 Eagle Works, Leek New Road, Stoke-on-Trent, ST6 2LD
Phone: 01782 204245 or 07915081532
Email: info@professionalrubbersurfaces.com

2. Orders & Dispatch

Bulk Bags

Dispatch week is confirmed prior to order placement.
We will contact you during the dispatch week to confirm shipment.
Delivery is within 48 business hours (excluding weekends).

Loose Loads or Large Bulk Orders

Dispatch schedules are confirmed before ordering.
You’ll receive a call the week before delivery to confirm the date.
Drivers provide estimated arrival time the day prior and on the day.

3. Cancellations & Refunds

Cancellations

Cancel before dispatch or loading for a full refund.
If the product is en route, haulage fees apply and only a partial refund is issued.
Deposits for large or bespoke orders are non-refundable.

Returns

Returns only accepted if bands on the bulk bag remain intact.
Used or opened products cannot be returned.
Refunds exclude haulage costs once goods have left our depot.

Recommendation: Order a sample before placing a full order to confirm suitability.

4. Deliveries

Palletline Delivery

Delivered by 18-tonne lorry with tail lift and pallet trolley.
Kerbside only — requires flat, solid tarmac or concrete access.
Pallet trolleys cannot operate on grass, gravel, soil, or slopes.

Loose Load Delivery

Delivered via articulated or rigid tipper vehicles.
Tipper lorries will not access unpaved or soft surfaces.

Access Requirements

It is your responsibility to ensure safe and suitable access for delivery. Failed deliveries due to site access are not our responsibility.

5. Delivery Limitations

We deliver to most mainland UK postcodes. However, standard palletline delivery excludes the following areas:

Excluded Postcodes:
AB / DD / DG / EH / EX / FK / GY / G / HS / IM / IV / JE / KW / KA / PA / PH / PO / PL / SA / TA / TD / TQ / TR / ZE / Isle of Wight.

6. Customer Responsibilities

Ensure access and ground conditions are suitable for delivery vehicles.
Do not schedule installers or events until delivery is complete and checked.
PRS is not responsible for delays due to issues outside our control.

7. Late Deliveries & Liability

We are not liable for delays caused by factors such as:

Vehicle breakdowns
Road closures
Severe weather
Courier or network issues

Our liability is limited to the value of goods purchased. We are not responsible for indirect or consequential losses.

8. Behaviour & Communication

We have a zero-tolerance policy for verbal abuse or aggression towards staff. We reserve the right to cancel orders or refuse service in such cases.

9. Product Information

We strive to ensure all product descriptions are accurate. Minor colour or texture variations may occur. Samples are available and encouraged prior to full orders.

10. Pricing & Availability

All prices are subject to change without notice. We reserve the right to cancel or amend orders in the case of errors or unavailable stock.

11. Force Majeure

We are not responsible for failure to fulfil our obligations due to events beyond our control, including natural disasters, pandemics, strikes, or legal restrictions.

12. Data Protection

We collect only the personal data needed to fulfil your order. We never sell or share your information with third parties, except where necessary to complete delivery. See our Privacy Policy for full details.

13. Governing Law

These Terms are governed by English law. Disputes will be handled in the courts of England and Wales.

14. Contact Us

If you have any questions or need help, please get in touch:

Phone: 01782 867 254 or 07915 081 532
Email: info@professionalrubbersurfaces.com