St Johns Carpet Cleaners Service Terms and Conditions

These Service Terms and Conditions set out the basis on which St Johns Carpet Cleaners supplies carpet cleaning and related domestic and commercial cleaning services in the United Kingdom. By making a booking, the customer agrees to these terms, which are intended to create a clear and fair understanding of the service process, payment obligations, cancellation rights, liability limits, waste handling, and the legal framework that applies to the agreement. For the purposes of these terms, references to “we”, “us”, and “our” mean St Johns Carpet Cleaners, and references to “you” and “your” mean the customer, property owner, tenant, occupier, or authorised representative placing the booking.

These terms apply to all standard carpet cleaning services, stain treatment, upholstery cleaning where offered as part of the service, and any associated work agreed in writing or verbally at the point of booking. Any variation to these terms must be confirmed in writing by us. If there is any conflict between a quotation, booking note, or service description and these terms, these terms will prevail unless we expressly agree otherwise in writing. Nothing in these terms affects your statutory rights under applicable UK consumer law.

1. Booking process

A booking may be made by telephone, email, online form, or any other method we make available from time to time. When you request a booking for carpet cleaning services, you must provide accurate and complete information, including the type of flooring or fabric, approximate room sizes, access arrangements, parking limitations, water and electricity availability, and any known stains, damage, or pre-existing conditions. We rely on the information you provide when preparing a quotation or service estimate. If the information later proves to be inaccurate or incomplete, we may revise the price, change the planned service time, or decline to carry out the work if the required equipment or treatment is unsuitable.

A booking is only confirmed when we have accepted it and, where relevant, received any required deposit or booking fee. We may issue a booking confirmation by message, email, or other written format. The confirmation may include the date, approximate arrival window, scope of work, price estimate or fixed price, and any special conditions. Any quoted time for attendance is an estimate only and may be affected by traffic, previous appointments, weather, access restrictions, or other operational factors. We will make reasonable efforts to arrive within the agreed window, but we do not guarantee exact arrival times unless specifically stated in writing.

You must ensure that the property is ready for cleaning at the agreed time. This includes removing fragile items, valuables, loose objects, and any obstacles that could prevent safe access to the areas requiring treatment. Where furniture must be moved, you are responsible for making sure that this is agreed in advance. We may refuse to move items that are too heavy, unsafe, or likely to be damaged, and we may ask you to arrange for such items to be moved before work begins. If we are unable to start the service because access is not available, the property is not prepared, or the necessary conditions are not met, we may charge a call-out fee or cancellation fee in line with these terms.

2. Service scope and customer responsibilities

St Johns Carpet Cleaners will provide the cleaning service with reasonable care and skill and in accordance with industry-appropriate methods. The exact treatment used may vary depending on carpet fibre, condition, soiling level, and the nature of stains or contamination. We do not guarantee complete removal of all stains, odours, marks, or prior damage, particularly where such issues have become permanent, have been caused by unsuitable previous cleaning, or are the result of wear and tear. Any estimates regarding outcome are given in good faith but are not promises of a specific result.

It is your responsibility to disclose any known issues before work begins, including shrinkage risk, colour instability, water sensitivity, hidden damage, pest infestation, mould, bodily fluids, or hazardous substances. If we discover a condition that was not disclosed and that affects the safety, legality, or suitability of the work, we may suspend or stop the service. In such cases, you may still be charged for time spent, inspection, travel, materials used, or work completed up to that point. Where special treatment products are needed, additional charges may apply if these were not included in the original quotation.

If you ask us to carry out work on areas that are heavily soiled, neglected, or stained, you accept that the cleaning process may improve the appearance but not restore items to a new condition. Natural fading, pile wear, abrasion, and age-related changes are not defects in our service. Likewise, we are not responsible for movement of furniture or carpets where the underlying structure is unstable, old, or already weakened. Any advice we provide about aftercare is given to support the best possible result, but the responsibility for following it lies with you.

3. Payments

Unless agreed otherwise in writing, payment is due on completion of the service on the same day. We may accept card, bank transfer, cash, or other payment methods stated at the time of booking. For larger jobs, commercial work, repeat appointments, or specialist services, we may require a deposit, part payment in advance, or full payment before attendance. Any deposit paid will be credited against the final amount due unless it is forfeited under the cancellation or non-attendance provisions of these terms.

All prices are stated in pounds sterling and may be either fixed or estimated depending on the information provided. Estimates are based on the scope described at booking and may change if the actual work differs from what was described. Additional charges may arise where extra rooms, additional stains, furniture moving, restricted access, parking costs, or specialist treatments are needed. If the final price changes, we will explain the reason before continuing the service where reasonably practicable. VAT will be charged where applicable and where required by law.

Late payment, failed transfers, chargebacks without valid reason, or refusal to pay for completed work may result in recovery action, including reasonable administrative costs and any fees we incur in pursuing the debt, to the extent permitted by law. If payment is not made when due, we may suspend future services, withdraw discounts, or require cleared funds in advance for any new booking. You agree that payment disputes will be raised promptly and in good faith, and that you will provide any necessary information to help us investigate the matter.

4. Cancellations, rescheduling, and missed appointments

You may cancel or reschedule a booking by giving reasonable notice. Unless a different notice period was stated when the booking was accepted, cancellations made with less than 24 hours’ notice may incur a cancellation fee to cover lost time and costs. For larger or specially arranged bookings, a longer notice period may apply, and this will be advised in advance where relevant. If a deposit has been taken, we may retain all or part of it in line with the amount of loss we reasonably incur due to the cancellation.

If we need to cancel or reschedule, we will contact you as soon as reasonably possible and offer an alternative appointment where available. We are not liable for delays or cancellations caused by events outside our reasonable control, including severe weather, road closures, accidents, illness, equipment failure, or utility interruptions. In these circumstances, we will use reasonable efforts to rearrange the booking and minimise inconvenience. If you are not present at the agreed time and the work cannot proceed, we may treat the appointment as a missed visit and charge a reasonable fee.

Where a consumer has booked online, by telephone, or by other distance means, any statutory right to cancel under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 may apply only where the law says it does. If you ask us to begin work within the cancellation period, you acknowledge that you may lose the right to cancel once the service has been fully performed, or may be required to pay for work already carried out if you cancel after requesting early commencement. These rights do not affect any separate cancellation policies that are more favourable to you.

5. Liability and limitations

We will exercise reasonable care and skill in performing the service, but our liability is limited to losses or damage caused directly by our negligence, breach of contract, or breach of legal duty. We do not exclude or limit liability where it would be unlawful to do so, including liability for death or personal injury caused by our negligence, fraud, or fraudulent misrepresentation. Subject to those exceptions, we shall not be responsible for indirect, consequential, or purely economic losses such as loss of profit, loss of business, loss of opportunity, or loss of goodwill.

Any claim relating to alleged damage must be reported to us as soon as reasonably possible and, where practical, before the end of the service appointment. You should not dispose of, repair, or replace any item that is the subject of a claim before we have had a reasonable opportunity to inspect it. We may request photographs, written details, proof of value, or access to the affected area in order to assess the claim. Our liability for a proven claim will be limited, at our option, to re-performance of the service, a partial refund, or the reasonable cost of repair or replacement, taking into account fair wear and tear and the age and condition of the item.

We are not liable for pre-existing faults, hidden defects, structural weaknesses, poor installation, colour loss, shrinkage, water marks, backing failure, or damage caused by unsuitable maintenance prior to our attendance. We do not accept responsibility for items left in vulnerable positions, for valuables not removed or secured by you, or for loss arising from the actions of third parties, pets, occupants, or visitors. Any advice we give regarding stain removal, drying times, ventilation, or aftercare is general in nature and should be followed carefully, but the final decision on use and treatment remains with you.

6. Waste handling and regulations

We operate in accordance with applicable UK waste management and environmental requirements. Any waste created during the service, including used cloths, disposable materials, minor residues, and removed contaminants, will be handled responsibly and disposed of in line with relevant legal obligations. We may separate waste for recycling or controlled disposal where appropriate. You agree not to ask us to remove or dispose of hazardous, clinical, chemical, or otherwise regulated waste unless we have expressly agreed in advance and are lawfully able to do so.

If the service involves extraction of dirty water, sludge, or other residues, we will take reasonable care to prevent contamination of your property and the surrounding environment. However, you are responsible for informing us of any substances that may require specialist handling. We may decline to process items that present an environmental, health, or safety risk. If we believe that waste created during the service must be managed in a particular way, you agree to cooperate with any reasonable instructions we provide to ensure compliance with applicable law and safe working practices.

You must not knowingly instruct us to breach waste, environmental, or health and safety laws. If you fail to disclose a regulated material and this causes delay, extra cost, or legal exposure, you will be responsible for the resulting losses and expenses to the extent permitted by law. Any materials removed from the property as part of the service remain your responsibility unless we expressly agree to take them away as waste in compliance with the relevant rules. We retain the right to refuse any request that would place us in breach of environmental duties.

7. Complaints, governing law, and final provisions

We aim to resolve concerns promptly and fairly. If you are dissatisfied with any aspect of the service, you should notify us within a reasonable time after completion and provide enough detail for us to investigate. Where appropriate, we may offer a revisit, an explanation, a partial refund, or another remedy consistent with these terms and your statutory rights. Any complaint should be made in good faith and supported by the relevant facts, photographs, or other evidence where available.

These terms are governed by the laws of England and Wales. If you live in Scotland or Northern Ireland, mandatory consumer rights that apply in your jurisdiction will not be affected where they cannot lawfully be excluded, but the contract shall otherwise be interpreted according to the governing law stated here. Any dispute arising from or connected with the service, these terms, or any booking made under them will be subject to the exclusive jurisdiction of the courts of England and Wales, unless applicable law requires a different forum.

We may update these service terms from time to time to reflect changes in law, operational practice, or service structure. The version in force at the time of your booking will normally apply to that booking unless the change is required by law or is otherwise beneficial to you. If any part of these terms is found to be unlawful, invalid, or unenforceable, the remaining provisions will continue in full force. The headings are provided for convenience only and do not affect interpretation. By proceeding with a booking for St Johns Carpet Cleaners, you confirm that you have read, understood, and agreed to these terms.