Grosvenor+ Membership Terms and Conditions

Welcome to Grosvenor+, our loyalty membership programme. These Terms and Conditions apply to your participation in Grosvenor+ operated by Grosvenor Flooring. By registering for or continuing to use Grosvenor+, you agree to be bound by the terms and conditions set out below.

Please read these terms carefully before registering.

These Terms should be read in conjunction with our Terms and Conditions of Sale, Privacy Policy, Delivery Information, and Returns Policy.

1. Definitions

In these conditions, the following definitions apply:

• “Account” means your Grosvenor+ membership account.
• “Credit” or “Store Credit” means the monetary value awarded to you through the Referral Programme, which can be used towards purchases.
• “Member” means an individual or business that has successfully registered for and been approved for Grosvenor+.
• “Member Discount” means the percentage discount applied to eligible products for Members.
• “Referral Programme” means the scheme whereby Members can earn Store Credit by referring new customers.
• “Referee” means a customer who places an order using a Member’s referral link or QR code.
• “Referrer” means a Member whose referral link or QR code is used by a Referee.

2. Eligibility and Registration

2.1. Who Can Join: Grosvenor+ is available to businesses and individuals aged 18 years or over.

2.2. Registration: To become a Member, you must complete our registration form with accurate and complete information, provide valid contact details including a working email address, and await approval from our team.

2.3. Approval: Membership applications are subject to approval at our sole discretion. We are not obliged to provide reasons for rejecting an application.

2.4. One Account Per Person/Business: Each individual or business entity may only hold one Grosvenor+ account. Multiple accounts for the same person or business are not permitted.

2.5. Accuracy of Information: You must ensure that all information provided during registration and throughout your membership remains accurate and up to date. You must notify us promptly of any changes.

3. Member Benefits

3.1. Member Discount: As a Grosvenor+ Member, you are entitled to receive a discount on eligible products purchased through our website or showrooms.

3.2. Current Discount Rate: Your current discount rate is displayed in your Member Account area. Discount rates may vary based on your membership tier or status, the product category, and promotional periods.

3.3. How Discounts Are Applied: Discounts are applied automatically when you are logged into your Account. Prices shown will reflect your Member Discount on eligible products. All Member prices are displayed exclusive of VAT.

3.4. Additional Benefits: Members may also receive access to exclusive products or early access to new ranges, product samples (subject to limits; GF and One Flor samples are free), access to member-only tools such as Project Lists and AI Mood Board, and participation in the Referral Programme.

4. Product and Category Exclusions

4.1. Excluded Products: The Member Discount does not apply to all products. Certain products and categories may be excluded from the discount, including but not limited to:

• Products already on sale or subject to promotional pricing
• Clearance items
• Installation services and labour
• Delivery charges
• Specific brands or product ranges at our discretion
• Products marked as “Price Matched” or “Best Price”

4.2. Notification of Exclusions: Excluded products will be clearly indicated on the product page. When a product is excluded, the standard retail price will be displayed.

4.3. Changes to Exclusions: We reserve the right to add or remove products and categories from the exclusion list at any time without prior notice.

5. Store Credit

5.1. Earning Credit: You may earn Store Credit through the Referral Programme (see Section 6), promotional campaigns at our discretion, or goodwill gestures.

5.2. Credit Value: Store Credit has a monetary value in pounds sterling (£) and can be used towards the cost of products on our website.

5.3. Credit Expiry: Store Credit expires at the end of the calendar month that falls approximately 12 months (or such other period as we may specify) after it was awarded. For example, credit awarded on 15th January 2026 will expire on 31st January 2027. Expired credit cannot be reinstated or exchanged for cash.

5.4. Using Credit:

• Credit is automatically applied at checkout when you are logged in
• Credit is applied using a “first in, first out” basis – the oldest credit is used first
• Credit can be used for partial or full payment of orders
• Credit cannot be transferred to another person or account
• Credit cannot be exchanged for cash or refunded

5.5. Credit on Refunds: If you return a product that was purchased using Store Credit, the refund will be issued as Store Credit back to your account. The reinstated credit will retain its original expiry date where possible. If the original credit has expired, new credit with a fresh expiry date may be issued at our discretion.

5.6. Credit and Order Cancellations: If an order that generated referral credit for another Member is cancelled or fully refunded, the associated referral credit may be revoked.

6. Referral Programme

6.1. How It Works: As a Member, you can share your unique referral QR code or link with potential customers. When a referred customer (“Referee”) places an order, the Referee receives a discount on their purchase, and you (the “Referrer”) earn Store Credit based on a percentage of the Referee’s order value.

6.2. Referral Discount and Reward Rates: The current referral reward rate for Referrers is displayed in your Account area. The current discount rate for Referees is displayed when they access your referral link. These rates are subject to change (see Section 8).

6.3. Credit Calculation: Referral credit is calculated based on the pre-coupon subtotal of the Referee’s order, excluding delivery charges, VAT, and any additional discounts or coupons applied.

6.4. When Credit Is Awarded: Referral credit is awarded when the Referee’s order is marked as completed (i.e., delivered and payment confirmed).

6.5. Referral Programme Rules:

• You may not refer yourself or use your own referral code/link
• Referral codes/links may not be posted on public coupon or discount websites
• Referral codes/links are for personal sharing only, not mass distribution
• Referrals must be genuine new customers – existing customers using referral links may not qualify

6.6. Abuse of Referral Programme: We reserve the right to withhold, revoke, or reclaim referral credit if we reasonably believe that the Referral Programme has been abused, manipulated, or used in a manner inconsistent with its intended purpose.

7. Account Conduct and Termination

7.1. Your Responsibilities: You agree to keep your login credentials secure and not share them with others, use Grosvenor+ for legitimate trade or personal purposes only, not attempt to manipulate, exploit, or abuse any aspect of the Programme, and comply with these Terms and all applicable laws.

7.2. Prohibited Activities: The following activities are prohibited and may result in account suspension or termination:

• Creating multiple accounts
• Providing false or misleading information
• Using automated systems to interact with the Programme
• Purchasing products for the purpose of resale at trade prices without authorisation
• Abusing the Referral Programme, including but not limited to creating fake referrals, self-referrals using alternate accounts or payment methods, or colluding with others to generate fraudulent referrals
• Any activity that we reasonably consider to be fraudulent, deceptive, or harmful to Grosvenor Flooring or other Members

7.3. Account Suspension and Termination: We reserve the right to suspend your Account pending investigation, terminate your Account immediately, withhold, revoke, or reclaim any Store Credit, and refuse future membership applications, at our sole discretion, if we reasonably believe you have breached these Terms or engaged in any prohibited activity.

7.4. Effect of Termination: Upon termination, you will lose access to all Member benefits. Any outstanding Store Credit will be forfeited. You may still complete any orders already placed, subject to our standard terms of sale.

7.5. Voluntary Closure: You may close your Account at any time by contacting us. Any unused Store Credit will be forfeited upon closure.

8. Changes to Benefits, Rates, and Terms

8.1. Changes to Discount and Referral Rates: We reserve the right to change, at any time:

• Member Discount rates (including your personal discount rate)
• Referral reward percentages
• Referee discount rates
• The products or categories eligible for discounts
• The structure or mechanics of the Referral Programme

8.2. Changes to These Terms: We may update these Terms from time to time. When we make significant changes, we will update the “Last Updated” date at the top of these Terms and may notify you by email or through your Account. Continued use of Grosvenor+ after changes constitutes acceptance of the updated Terms.

8.3. Changes to the Programme: We reserve the right to modify, suspend, or discontinue Grosvenor+ (or any part of it) at any time, with reasonable notice where practicable.

8.4. No Compensation: Except where required by law, we are not liable for any loss or inconvenience caused by changes to discount rates, referral rates, these Terms, or the Programme itself.

9. Data Protection and Privacy

9.1. Personal Data: We collect and process personal data in connection with Grosvenor+ as described in our Privacy Policy.

9.2. How We Use Your Data: Your data may be used to administer your membership and provide Member benefits, process orders and apply discounts, track and attribute referrals, communicate with you about your Account, orders, and promotional offers, improve our products and services, and comply with legal obligations.

9.3. Marketing: You may opt in or out of marketing communications at any time through your Account settings or by contacting us.

10. Limitation of Liability

10.1. Programme Availability: While we aim to keep Grosvenor+ available at all times, we do not guarantee uninterrupted access. The Programme may be unavailable due to maintenance, technical issues, or circumstances beyond our control.

10.2. Accuracy: We endeavour to ensure that discount rates, credit balances, and other information displayed in your Account are accurate. However, errors may occasionally occur, and we reserve the right to correct any errors.

10.3. Limitation: To the fullest extent permitted by law, our liability in connection with Grosvenor+ is limited to the value of any Store Credit wrongfully withheld or discounts wrongfully not applied. We are not liable for any indirect, consequential, or incidental losses. Nothing in these Terms excludes or limits liability for death or personal injury caused by negligence, fraud, or any other liability that cannot be excluded by law.

11. General Provisions

11.1. 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.

11.2. Severability: If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions will continue in full force and effect.

11.3. No Waiver: Our failure to enforce any right or provision of these Terms does not constitute a waiver of that right or provision.

11.4. Entire Agreement: These Terms, together with our Privacy Policy and other linked policies, constitute the entire agreement between you and Grosvenor Flooring regarding Grosvenor+.

11.5. Assignment: We may assign or transfer our rights and obligations under these Terms to another organisation. You may not transfer your rights or obligations without our written consent.

12. Contact Us

If you have any questions about these Terms or Grosvenor+, please contact us:

Grosvenor Flooring
Email: contact@grosvenor-flooring.com
Phone: 0161 706 0469
WhatsApp: Available via website

Summary of Key Points

For your convenience, here is a summary of the key points in these Terms: