Terms of Service

1. Introduction

These Terms of Service ("Terms") constitute a legally binding agreement between you ("Client", "you", "your") and MHM Services, trading as Curtain Making Services ("CMS", "we", "us", "our"), governing the provision of bespoke curtain making and soft furnishings services.

By engaging our services, requesting a home visit, or making a payment, you acknowledge that you have read, understood, and agree to be bound by these Terms.

2. Scope of Services

2.1 Services Provided

Curtain Making Services specialises in creating bespoke, handmade soft furnishings for residential homeowners, including:

• Made-to-measure curtains with hand-sewn hems and traditional interlining techniques
• Roman blinds with custom fabrics and linings
• Pelmets and decorative headings
• Cushions, bolsters, and other soft furnishings
• Fabric sourcing advice and guidance (using pattern books and supplier resources)
• Home visits for measuring and consultation within our service area
• WhatsApp photo consultations for initial discussions

2.2 Service Area

We provide home visits and fitting services within 30 miles of Newcastle upon Tyne. Projects outside this area may be considered on a case-by-case basis with additional travel charges.

2.3 Services Excluded

The following are not included in our standard services:

• Curtain track or pole installation (we can recommend trusted fitters)
• Electrical work for motorised blinds or tracks (specialist electrician required)
• Wallpapering, painting, or other decorating services
• Furniture upholstery or re-upholstery
• Commercial or contract furnishing projects

If your project requires additional services, we will advise you and can recommend trusted professionals.

2.4 Established Quality and Expertise

Curtain Making Services has been creating bespoke soft furnishings since 1992. Our work is informed by:

• Interior design training and background
• Over 30 years of experience in traditional curtain making techniques
• Specialist knowledge in hand-sewn finishes and interlining

3. The Consultation and Quotation Process

3.1 Initial Contact

You can contact us via:

• WhatsApp photo consultation (free, informal discussion with photos of your windows)
• Phone or email enquiry
• Website contact form

3.2 Home Visits

Following initial contact, we arrange a home visit to:

• Take accurate window measurements
• Discuss fabric options, styles, and design preferences
• Assess any technical considerations (bay windows, awkward shapes, etc.)
• Provide fabric swatches or pattern books for selection

Home visits are provided at no obligation within our service area. We take a calm, no-pressure approach to consultations.

3.3 Quotations

Following the home visit, we provide a written quotation detailing:

• Itemised costs for making, fabric (if supplied by us), and lining materials
• Estimated timeframes for making and fitting
• Any additional costs (specialist tracks, trimmings, etc.)

Quotations are valid for 30 days from the date of issue. Fabric prices may fluctuate due to supplier changes.

4. Fabric Supply and Sourcing

4.1 Client-Supplied Fabric

We welcome working with fabric you've sourced yourself. When providing your own fabric:

• You must supply sufficient metreage as specified in our quotation (we will advise required quantities)
• Fabric must be delivered to us before work commences
• We will inspect fabric for flaws or pattern matching issues upon receipt
• Any manufacturing faults or shortages must be reported to your supplier—we cannot be held responsible for fabric quality or quantity issues
• We reserve the right to refuse fabric that is unsuitable for the intended purpose

4.2 CMS-Sourced Fabric

If we source fabric on your behalf:

• We will provide samples or pattern books during the consultation
• You approve fabric selection before ordering
• We order fabric from reputable UK suppliers
• Fabric costs are included in the quotation and must be paid before ordering
• Please note: fabric colour and texture may vary slightly from samples due to dye lots and screen display variations

4.3 Pattern Matching and Repeats

For patterned fabrics:

• We will pattern-match curtains to the best of our ability
• Large pattern repeats may result in additional fabric requirements and costs
• Perfect pattern matching across all drops cannot always be guaranteed due to window configurations

5. Payment Terms

5.1 Deposit

Upon acceptance of the quotation, a 50% deposit is required to:

• Secure your booking in our making schedule
• Cover fabric and materials ordering (if applicable)

Work will not commence until the deposit is received.

5.2 Balance Payment

The remaining 50% balance is due:

• Before fitting for projects where we install the curtains
• Upon collection for projects where you collect finished items

Curtains or furnishings will not be released or fitted until full payment is received.

5.3 Payment Methods

We accept payment via:

• Bank transfer (BACS)
• Cheque (allow 5 working days to clear)
• Cash (by arrangement)

5.4 Late Payment

If payment is not received by the agreed date:

• We reserve the right to suspend work or delay fitting
• After 14 days, we may charge interest at 3% above Bank of England base rate
• Finished items may be sold to recover costs after 60 days (bespoke items are non-returnable)

6. Making Timeframes

6.1 Estimated Completion

Typical making timeframes are:

• Curtains (standard): 3–4 weeks from fabric receipt and deposit payment
• Roman blinds: 3–4 weeks from fabric receipt and deposit payment
• Larger or complex projects: 4–8 weeks (specified in quotation)

These are estimates only and may be affected by fabric delivery delays, seasonal demand, or unforeseen circumstances.

6.2 Rush Orders

Expedited making may be available by arrangement, subject to availability and an additional charge of 25% of the making fee.

6.3 Delays Beyond Our Control

We are not liable for delays caused by:

• Late fabric delivery from suppliers or clients
• Changes to specifications after work has commenced
• Illness, family emergencies, or force majeure events

We will communicate any anticipated delays as soon as possible.

7. Fitting and Installation

7.1 Fitting Service

Where agreed, we provide professional fitting of curtains and soft furnishings. This includes:

• Hanging curtains on existing tracks or poles
• Final adjustments to length or heading if needed
• Dressing curtains into pleats

7.2 Track and Pole Installation

We do not install curtain tracks or poles. These must be securely fitted by a qualified professional before our fitting appointment. We can recommend trusted installers if needed.

7.3 Access Requirements

For fitting appointments, you must ensure:

• Safe access to windows (clear of furniture and obstructions)
• Curtain tracks/poles are securely installed and weight-tested
• Someone over 18 is present throughout the fitting
• Pets are secured in another room

7.4 Fitting Cancellations

If you need to reschedule a fitting appointment:

• More than 48 hours' notice: Free rescheduling
• Less than 48 hours' notice: £50 cancellation fee
• Failed access (no one home): £75 charge plus rescheduling fee

8. Alterations and Changes

8.1 Changes Before Making Commences

You may request changes to your order before cutting and making begins. Changes may affect:

• Fabric quantities required
• Making costs
• Estimated completion time

A revised quotation will be provided, and any additional costs must be paid before work proceeds.

8.2 Changes After Work Has Commenced

Once fabric has been cut or making is underway, changes cannot be accommodated. The original specification will be completed as agreed.

8.3 Post-Completion Alterations

Minor adjustments after fitting (such as shortening curtains by up to 5cm) may be possible at an additional charge. Major alterations cannot be guaranteed and will be quoted separately.

9. Quality and Workmanship

9.1 Our Standards

All curtains and soft furnishings are made by hand using traditional techniques including:

• Hand-sewn hems for superior drape and longevity
• Professional interlining for insulation and body
• Careful pattern matching and alignment
• Quality linings appropriate to the fabric and use

9.2 Natural Fabric Characteristics

Please be aware that natural fabrics may:

• Vary slightly in colour between dye lots
• Show minor imperfections (these are characteristic of natural fibres, not faults)
• Fade over time when exposed to strong sunlight
• Shrink slightly when cleaned (we allow for this in measurements where possible)

9.3 Handmade Nature

As handmade items, minor variations in finish are normal and are not considered defects. Each piece is individually crafted and will have subtle differences from machine-made products.

10. Your Cancellation Rights

10.1 Consumer Contracts Regulations

As bespoke, made-to-measure items created to your specific requirements, curtains and soft furnishings are exempt from the Consumer Contracts Regulations 14-day cooling-off period once work has commenced.

10.2 Cancellation Before Work Commences

If you cancel before fabric has been ordered and cutting begins:

• 50% of the deposit is retained to cover consultation time and administrative costs
• 50% of the deposit is refunded

10.3 Cancellation After Work Commences

Once fabric has been cut or making is underway, the order cannot be cancelled. You remain liable for the full contract price as the items are bespoke and cannot be resold.

11. Complaints and Defects

11.1 Inspection on Delivery or Fitting

Please inspect curtains and furnishings carefully when they are delivered or fitted. Any concerns about workmanship should be raised immediately so we can address them on-site.

11.2 Reporting Issues

If you believe there is a defect in workmanship:

• Contact us within 7 days of fitting or collection
• Provide photographs clearly showing the issue
• We will arrange to inspect the item

11.3 Our Remedy

If we agree there is a defect in our workmanship:

• We will repair or remake the item at no charge
• This is our sole obligation—we do not provide refunds for completed bespoke items

11.4 Issues We Are Not Responsible For

We cannot accept responsibility for:

• Fabric defects or colour variations (these are manufacturer issues)
• Fading, shrinkage, or wear over time
• Damage caused by improper cleaning or care
• Issues arising from inadequate or faulty curtain track installation
• Measurement errors where incorrect information was provided by the client
• Changes of mind about colour, style, or fabric after completion

12. Limitation of Liability

12.1 Liability Cap

Our total liability to you, whether in contract, negligence, or otherwise, is limited to the total amount paid for the specific order.

12.2 Exclusions

We are not liable for:

• Indirect or consequential losses
• Loss of enjoyment or disappointment
• Costs of redecoration or other projects delayed due to curtain making timeframes
• Damage to property caused by faulty track installation (not carried out by us)

12.3 Nothing in these Terms affects your statutory rights

Under the Consumer Rights Act 2015, services must be performed with reasonable care and skill. These Terms do not exclude or limit our liability for death or personal injury caused by negligence, fraud, or any other liability that cannot legally be excluded.

13. Care and Maintenance

13.1 Cleaning

We recommend:

• Regular care: Vacuum gently with upholstery attachment or shake outdoors
• Professional cleaning: Use a specialist curtain cleaning service every 3–5 years
• Avoid: Home washing unless fabric is specifically labelled as washable (most interlined curtains cannot be washed)

13.2 Sunlight Protection

To minimise fading:

• Use protective linings on south-facing windows
• Consider UV-protective window film for very sunny rooms
• Rotate curtains periodically if possible

14. Intellectual Property

14.1 Design Ownership

Any custom designs, patterns, or techniques created specifically for your project remain our intellectual property. You may not commission reproductions of bespoke designs from other makers without our written consent.

14.2 Photography

We may request permission to photograph completed projects for portfolio and marketing purposes. You may decline or request anonymity. We will not share your address or identifiable details publicly.

15. Data Protection

Personal data is processed in accordance with our Privacy Policy and UK GDPR. By engaging our services, you consent to us holding your contact details, property address, and project information for the duration necessary to complete your order and comply with legal obligations.

16. Complaints Procedure

16.1 Informal Resolution

If you are dissatisfied with our service:

1. Contact us immediately at melody@mhm-services.co.uk or +44 7495 125094
2. We will acknowledge your complaint within 3 working days
3. We will investigate and respond with a proposed resolution within 14 days

16.2 Alternative Dispute Resolution

If a complaint cannot be resolved directly, you may refer the matter to:

• The Furniture Ombudsman: thefurnitureombudsman.org
• Citizens Advice Consumer Service: 0808 223 1133

17. General Provisions

17.1 Entire Agreement

These Terms, together with your signed quotation, constitute the entire agreement between you and Curtain Making Services.

17.2 Variations

Any changes to these Terms or your order must be agreed in writing (email is acceptable).

17.3 Severability

If any provision of these Terms is found to be unenforceable, the remaining provisions will continue in full force.

17.4 Governing Law

These Terms are governed by the laws of England and Wales. Any disputes will be subject to the exclusive jurisdiction of the courts of England and Wales.

18. Updates to These Terms

We may update these Terms from time to time to reflect changes in legislation or our business practices. Updated Terms will be posted on our website with a revised "Last updated" date.

Existing projects will continue under the Terms agreed at the time of quotation. New projects will be governed by the Terms current at the time of quotation acceptance.