Stjohnswood Carpet Cleaners Service Terms and Conditions
These service terms and conditions set out the basis on which Stjohnswood Carpet Cleaners provides carpet, upholstery, and related cleaning services to residential and commercial customers. By making a booking, you agree to be bound by these terms. Please read them carefully before confirming any appointment. The purpose of this document is to make the service process clear, fair, and transparent, so that both the customer and the company understand their rights and responsibilities.
In these terms, references to “we,” “us,” and “our” mean Stjohnswood Carpet Cleaners, and references to “you” or “the customer” mean the person booking the service or the person responsible for payment. These terms apply to all services supplied by us, including but not limited to standard carpet cleaning, stain treatment, deep cleaning, rug cleaning, upholstery cleaning, and associated specialist cleaning tasks. Separate written arrangements may apply if a bespoke service package has been agreed in advance.
We reserve the right to amend these terms from time to time. Any updated version will apply to bookings made after the date on which the revised terms take effect. If a change is required by law, regulation, or operational necessity, the updated terms may take effect immediately where permitted. Your continued use of our services after any update constitutes acceptance of the revised version.
Booking Process
A booking with Stjohnswood Carpet Cleaners is normally made by providing the service details, preferred date, property type, approximate size of the area to be cleaned, and any relevant issues such as heavy staining, accessibility limitations, or parking restrictions. We may request photographs or additional information to help us assess the service requirements accurately. Any quotation given before an inspection is based on the information supplied by you and may need to be revised if the actual condition or scope differs from the description provided.
A booking is only confirmed once we have accepted your request and, where applicable, received any required deposit or written confirmation. Until confirmation has been issued, no appointment is guaranteed. We may decline a booking if the requested work is outside our service scope, if equipment access is unsuitable, if the property is unsafe, or if we consider that we are unable to complete the work to a professional standard. Where possible, we will explain the reason for refusal.
It is your responsibility to ensure that the property is ready for cleaning at the scheduled time. This includes moving fragile items, securing pets, ensuring safe access to the relevant rooms, and making sure there is a suitable water and power supply if required for the service. Delays caused by incomplete preparation may reduce the time available for cleaning and may result in additional charges if the appointment must be extended.
Service Standards and Customer Responsibilities
We will carry out the service with reasonable care and skill using appropriate cleaning methods and products selected for the type and condition of the material being treated. However, cleaning outcomes can vary depending on fibre composition, age, wear, previous treatment, pre-existing damage, and the nature of any stains or contamination. Some marks may be permanent or may only improve rather than disappear entirely. This is not considered a failure of service where the work has been performed properly.
Before work begins, you should tell us about any known risks, including hidden damage, loose seams, colour instability, delicate fabrics, water sensitivity, or previous attempts at cleaning or stain removal. We may refuse to treat certain items if we believe the risk of harm is too high. If you ask us to proceed despite a warning, you do so at your own risk, unless the damage is caused by our negligence.
You must ensure that the items or areas to be cleaned belong to you or that you have permission from the owner or managing agent to authorise the work. We accept instructions from the person who booked the service as binding. If a third party later disputes the booking, payment obligations remain with the person who placed the order unless we agree otherwise in writing.
Payments
All prices are quoted in pounds sterling unless stated otherwise. Prices may be based on an estimate, a fixed fee, an hourly rate, or a combination of these depending on the nature of the work. Any quotation is valid for the period stated at the time it is issued. If no validity period is stated, we may withdraw or amend the quotation before acceptance. We may also revise the price if the job changes materially due to additional rooms, extra stains, heavy soiling, restricted access, or circumstances not disclosed at the time of booking.
Payment is due in accordance with the terms agreed at the point of booking. Unless we state otherwise, payment must be made immediately after completion of the service. We may require a deposit for certain bookings, particularly where specialist equipment, extended labour, or reserved appointment time is involved. Deposits are normally non-refundable except where cancellation rights under these terms or applicable law entitle you to a refund.
We accept the payment methods notified to you before the appointment. If a payment is declined, reversed, or otherwise not received, you remain liable for the full amount due together with any reasonable costs incurred in pursuing payment, including administrative fees and lawful recovery costs. Where overdue sums remain unpaid, we may suspend further services until the outstanding balance has been settled.
Any discount, promotional offer, or special rate applies only as described and may be withdrawn where misuse is suspected. Vouchers or promotional codes cannot normally be exchanged for cash and may not be combined unless expressly permitted. If a service is partially completed because of your instructions, access issues, or a breach of these terms, we may charge for the work already performed and any time wasted.
Cancellations and Rescheduling
You may cancel or reschedule a booking by giving reasonable notice. Unless a different cancellation policy was stated when the booking was made, the following will generally apply: cancellations made sufficiently in advance may not attract a charge, while late cancellations may incur a fee to cover allocated time, reserved resources, and administrative costs. If we have already dispatched staff or equipment, or if the appointment slot has been reserved specifically for your job, a cancellation charge may be payable even if the work has not yet begun.
If you are unable to provide access at the scheduled time, or if the appointment cannot proceed because the property is not ready, we may treat this as a late cancellation or failed visit. In such cases, a call-out charge or partial service fee may apply. We will always act reasonably when assessing whether a charge is justified, but repeated missed appointments or unnecessary delays may lead us to require advance payment for future bookings.
We may cancel or reschedule an appointment if there are operational, safety, weather-related, staffing, or technical reasons preventing us from completing the work as planned. If we cancel, we will offer a new appointment or refund any prepaid amount for the affected portion of the service, unless the cancellation is due to circumstances beyond our reasonable control. We are not responsible for losses arising from unavoidable disruption, provided we have acted fairly and in good faith.
Liability
Our liability is limited to losses that are foreseeable and caused directly by our breach of contract or negligence. 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 that, we are not responsible for indirect, incidental, or consequential losses, including loss of profits, loss of business, or loss of enjoyment.
Where damage is alleged, you must notify us as soon as reasonably possible and provide evidence, including photographs, a description of the issue, and any relevant circumstances. You must allow us a reasonable opportunity to inspect the matter before remedial work is undertaken by a third party, unless urgent action is necessary to prevent further damage. If we are responsible, our liability may be limited to re-performing the service, repairing the damage, or paying the reasonable cost of rectification, whichever is appropriate in the circumstances and permitted by law.
We are not liable for pre-existing defects, hidden damage, normal wear and tear, deterioration caused by age or poor maintenance, or damage arising from your failure to provide accurate information. We also are not liable where products or cleaning methods are used in accordance with industry practice but nevertheless cause an adverse reaction due to a material’s inherent condition. Customers should recognise that cleaning is not a restoration service and cannot guarantee perfection.
Any belongings left in the cleaning area are left at your own risk unless the loss or damage is caused by our negligence. Please remove valuables, cash, jewellery, and fragile objects before the appointment. If we are asked to move items, we may do so only at your request and subject to our assessment of safety and practicality. We may decline to move heavy, unstable, or delicate objects. Where we agree to move items, our responsibility is limited to reasonable care.
Waste Regulations and Environmental Handling
We operate in accordance with applicable UK waste and environmental requirements. Any wastewater, residue, used materials, and cleaning by-products created in the course of providing our service will be handled responsibly and disposed of or managed in a lawful manner. We do not knowingly discharge substances in a way that would breach environmental rules, sewerage requirements, or site-specific restrictions. Customers must inform us of any known drainage limitations or building rules that could affect disposal arrangements.
If your premises contain hazardous, contaminated, or unusual waste, including biological contamination, mould beyond standard cleaning scope, chemical residues, or other regulated materials, you must disclose this before the appointment. We may refuse to handle such materials or may only proceed under a separate specialist arrangement. Unless explicitly agreed, our service does not include the collection, transport, or disposal of controlled waste requiring specialist licensing or separate legal handling.
Customers must not ask us to dispose of items or substances in a way that would breach the law. If we believe any request would contravene waste regulations, environmental rules, or health and safety obligations, we may decline to carry it out. If we are forced to stop work because a site contains restricted waste or unsafe conditions not disclosed in advance, you may still be charged for time spent and reasonable travel or preparation costs.
You must ensure safe and reasonable access to the property and to all areas included in the booking. This includes securing permission for parking, entry, lifts, or loading where necessary. If access is obstructed, unsafe, or delayed, we may not be able to complete the service within the agreed timeframe. We may also refuse access to areas that present a risk to health and safety or where conditions are materially worse than described at the time of booking.