Quality Management Agreement
Between Property Owner and Installer
Facilitated by Carpet Installers Direct
Important Notice
THIS AGREEMENT IS BETWEEN THE PROPERTY OWNER AND INSTALLER ONLY.
Carpet Installers Direct ("Platform") provides the communication tools and documentation system that facilitate this agreement. The Platform is expressly NOT a party to this agreement and does not:
- Guarantee the quality of installation work
- Warrant the performance of either party
- Accept liability for disputes between parties
- Act as an employer, contractor, or agent of either party
The Platform's role is limited to providing technology tools for documentation, communication, and issue tracking.
1. Parties to This Agreement
Property Owner:
- Name: {{property_owner_name}}
- Email: {{property_owner_email}}
- Phone: {{property_owner_phone}}
- Property Address: {{property_address}}
Installer:
- Name/Business: {{installer_name}}
- License #: {{license_number}}
- Email: {{installer_email}}
- Phone: {{installer_phone}}
Effective Date: {{agreement_date}}
2. Scope of Work
This Quality Management Agreement applies to the carpet installation project as specified in:
- Quote ID: {{quote_id}}
- Booking ID: {{booking_id}}
2.1 Materials
| Item | Specification |
|---|---|
| Carpet Product | {{carpet_name}} |
| Style/Color | {{carpet_style_color}} |
| Quantity | {{square_yards}} sq yds |
| Carpet Width | {{carpet_width}} ft |
| Padding | {{padding_specification}} |
2.2 Installation Areas
{{installation_areas_list}}
2.3 Special Requirements
{{special_requirements}}
3. Quality Standards
Both parties acknowledge and agree that the installation work shall meet or exceed the following industry standards:
3.1 CRI 104 - Residential Carpet Installation Standard
The Installer agrees to comply with the Carpet and Rug Institute (CRI) Standard 104 for residential installations, including but not limited to:
Subfloor Preparation:
- Subfloor shall be clean, dry, smooth, and structurally sound
- Moisture testing performed where applicable (maximum 3 lbs/1000 sq ft/24 hrs)
- All protruding nails, staples, and debris removed
- Squeaks and loose boards addressed prior to installation
Seam Construction:
- Seams placed in low-traffic areas when layout permits
- Seams oriented perpendicular to the primary light source when possible
- Hot-melt seam tape or latex seam sealer used as appropriate for carpet type
- Seam gaps shall not exceed 1/16 inch
- No visible seam peaking or gapping when viewed from standing position
Power Stretching:
- Power stretcher required for all stretch-in installations
- Knee kicker used only for detail work and small areas
- Carpet stretched to 1-1.5% elongation as specified by manufacturer
- No ripples, bubbles, or loose areas upon completion
Pattern Alignment:
- Patterned carpet aligned within 1/8 inch across seams
- Pattern direction consistent throughout installation
- Customer approval obtained on pattern placement before cutting
Transitions and Edges:
- Metal transition strips installed at all doorways and floor changes
- Proper z-bar or tackless strip at hard surface transitions
- No exposed tack strip or raw carpet edges
- Stair installations include proper tucking at nose and riser
Completion:
- All installation debris and scraps removed
- Carpet vacuumed thoroughly
- Walk-through inspection with Property Owner before sign-off
3.2 CRI 105 - Commercial Carpet Installation Standard
For commercial projects, CRI 105 standards also apply, including:
- Carpet acclimation period (minimum 24 hours)
- Flash coving requirements where specified
- Direct glue-down adhesive specifications
- Seam sealer requirements for glue-down installations
3.3 Manufacturer Specifications
In addition to CRI standards, the Installer agrees to follow all manufacturer-specific installation requirements for the carpet product being installed. Failure to follow manufacturer specifications may void product warranties.
4. Response Time Commitments
The Installer commits to the following response times for quality-related issues reported through the Platform:
| Severity Level | Issue Type | Acknowledgment | Site Visit (if needed) |
|---|---|---|---|
| Critical | Safety hazard, room unusable | 24 hours | 48 hours |
| Major | Significant visible defect | 48 hours | 5 business days |
| Moderate | Quality issue, not obvious | 5 business days | 10 business days |
| Minor | Cosmetic, low-traffic area | 10 business days | 15 business days |
4.1 Acknowledgment Requirements
Upon receiving a Non-Conformance Report (NCR) through the Platform, the Installer shall:
- Acknowledge receipt within the timeframe specified above
- Provide an initial response indicating:
- Acceptance of the reported issue, OR
- Request for additional information/photos, OR
- Dispute of the reported issue with explanation
- Propose a remediation plan and timeline (if accepted)
4.2 Failure to Respond
If the Installer fails to acknowledge an NCR within the specified timeframe:
- The NCR may be escalated to Platform review
- The incident will be recorded in the Installer's quality metrics
- The Property Owner may pursue other remediation options
5. Non-Conformance Process
Both parties agree to use the Platform's Non-Conformance Report (NCR) system for reporting and resolving quality issues.
5.1 Reporting Process
The Property Owner agrees to:
- Report issues through the Platform's NCR system (not phone/text only)
- Provide clear photographs (minimum 3) showing the issue
- Describe the issue accurately and completely
- Allow reasonable access for inspection and remediation
5.2 Resolution Process
The Installer agrees to:
- Respond to NCRs within the specified timeframes
- Conduct site visits when necessary to assess issues
- Perform remediation work at no additional cost for valid defects
- Document all remediation work through the Platform
5.3 Dispute Resolution
If the parties cannot agree on whether an issue constitutes a defect:
- Either party may request third-party assessment
- Cost of assessment paid by the party found to be incorrect
- The Platform does NOT serve as arbitrator
- Unresolved disputes may require mediation or legal action between parties
5.4 NCR Categories
Issues are categorized as follows for tracking purposes:
| Code | Category | Description |
|---|---|---|
| SEA | Seam Visible | Seam noticeable from standing position |
| PAT | Pattern Mismatch | Pattern misalignment exceeds 1/8 inch |
| DEF | Installation Defect | Ripples, bubbles, loose carpet, improper stretch |
| DMG | Damage | Cuts, burns, stains, or tears caused during installation |
| INC | Incomplete Work | Missing transitions, exposed edges, unfinished areas |
| OTH | Other | Issues not covered by above categories |
6. Warranty and Remediation
6.1 Installer Workmanship Warranty
The Installer warrants the quality of workmanship for a period of one (1) year from the date of installation completion. This warranty covers:
- Seam failures
- Stretching issues (ripples, bubbles)
- Transition failures
- Installation-related damage
This warranty does NOT cover:
- Normal wear and tear
- Damage caused by Property Owner or third parties
- Issues caused by subfloor conditions not disclosed before installation
- Product defects (covered by manufacturer warranty)
- Damage from flooding, fire, or other disasters
6.2 Remediation Obligations
For valid warranty claims, the Installer agrees to:
- Re-stretch carpet at no charge if bubbles/ripples appear within warranty period
- Re-seam or repair seams that fail within warranty period
- Replace damaged carpet sections if damage was caused by Installer (material cost may apply)
- Complete remediation within 30 days of accepting the claim
7. Limitation of Liability
7.1 Installer Liability
The Installer's liability under this agreement is limited to:
- Cost of remediation or re-installation of defective work
- Replacement cost of materials damaged by Installer negligence
- The total contract value of the installation services
The Installer is NOT liable for:
- Consequential damages (hotel costs, time off work, etc.)
- Pre-existing conditions not disclosed by Property Owner
- Issues arising from Property Owner's modifications after installation
7.2 Platform Liability
THE PLATFORM HAS NO LIABILITY UNDER THIS AGREEMENT.
The Platform provides technology tools only. The Platform does not:
- Inspect installation work
- Verify quality of materials
- Guarantee Installer performance
- Mediate or arbitrate disputes
- Provide insurance coverage for either party
Any disputes between Property Owner and Installer must be resolved directly between those parties.
7.3 Indemnification
Each party agrees to indemnify and hold harmless the other party and the Platform from any claims arising from their own negligence or breach of this agreement.
8. Documentation and Records
8.1 Pre-Installation Documentation
The Installer agrees to document:
- Subfloor condition assessment (photos)
- Moisture test results (if applicable)
- Material verification (lot numbers, quantities received)
- Any pre-existing conditions that may affect installation
8.2 Post-Installation Documentation
The Installer agrees to document:
- Completed installation photos (all rooms, seams, transitions)
- Waste/remnant disposition
- Customer sign-off on walk-through
8.3 Record Retention
All documentation shall be retained in the Platform's system for a minimum of three (3) years from the installation completion date.
9. Communication
9.1 Preferred Communication Method
All quality-related communications should be conducted through the Platform's messaging and NCR system to ensure proper documentation.
9.2 Emergency Contact
For urgent matters (safety hazards, water damage, etc.), direct contact is permitted:
- Installer Emergency: {{installer_phone}}
- Property Owner: {{property_owner_phone}}
Emergency communications should be followed up with documentation in the Platform.
10. Modifications
This agreement may only be modified by mutual written consent of both the Property Owner and Installer, documented through the Platform.
11. Governing Law
This agreement shall be governed by the laws of the State of {{state}}, without regard to conflict of law principles.
12. Severability
If any provision of this agreement is found to be unenforceable, the remaining provisions shall continue in full force and effect.
13. Entire Agreement
This Quality Management Agreement, together with the referenced Quote and Booking documents, constitutes the entire agreement between the Property Owner and Installer regarding quality management for the specified installation project.
Signatures
By signing below, both parties acknowledge that they have read, understand, and agree to be bound by the terms of this Quality Management Agreement.
Property Owner
Signature: ____
Printed Name: {{property_owner_name}}
Date: {{signature_date}}
IP Address: {{property_owner_ip}} (for electronic signatures)
Installer
Signature: ____
Printed Name: {{installer_name}}
Business Name: {{business_name}}
License #: {{license_number}}
Date: {{signature_date}}
IP Address: {{installer_ip}} (for electronic signatures)
Platform Acknowledgment
This document was generated and facilitated by Carpet Installers Direct. The Platform acknowledges that it is NOT a party to this agreement and assumes no liability for the performance of either party.
Document ID: {{document_id}}
Generated: {{generation_timestamp}}
Platform Version: 1.0
Appendix A: NCR Severity Definitions
Critical
- Safety hazard exists (tripping hazard, exposed tack strip)
- Room is completely unusable
- Immediate attention required
Major
- Significant visible defect affecting daily use
- Issue noticeable to visitors
- Requires timely remediation
Moderate
- Quality issue that is not immediately obvious
- Does not significantly impact daily use
- Should be addressed within reasonable timeframe
Minor
- Cosmetic issue in low-traffic or low-visibility area
- Does not affect functionality
- Can be scheduled at mutual convenience
Appendix B: Dispute Escalation Path
- Direct Communication - Property Owner and Installer attempt resolution
- Platform Documentation - All communication logged through NCR system
- Third-Party Assessment - Independent inspection if parties disagree
- Mediation - Voluntary mediation between parties (not provided by Platform)
- Legal Action - Small claims court or civil litigation between parties
The Platform does not participate in dispute resolution beyond providing documentation.