St Lukes Carpet Cleaners Service Terms and Conditions

These service terms and conditions set out the basis on which St Lukes Carpet Cleaners provides domestic and commercial cleaning services. By making a booking, the customer agrees to these terms, which are designed to create a clear understanding of the scope of work, the booking process, payment arrangements, cancellations, liability limits, waste handling, and the legal framework governing the agreement. These terms apply to all carpet cleaning services, upholstery cleaning, rug care, stain treatment, and related specialist treatments supplied by us, unless we agree otherwise in writing.

For the avoidance of doubt, the words “we”, “us”, and “our” refer to St Lukes Carpet Cleaners, and “you” or “the customer” refer to the person, business, landlord, tenant, or authorised representative who places the booking. These terms are intended to be fair and consistent with UK consumer and business law. They do not affect any rights you may have under applicable law that cannot be excluded or limited.

Please read these terms carefully before confirming a booking. If you instruct us to proceed, you confirm that you have read, understood, and accepted the conditions below. If you are booking on behalf of another person or organisation, you warrant that you are authorised to do so and that the person or organisation will be bound by these terms. Where a specific written agreement is in place, that agreement will apply to the extent it differs from these standard terms.

1. Booking Process

Bookings for St Lukes Carpet Cleaners may be made by telephone, email, online enquiry form, or any other method we make available from time to time. A booking is not confirmed until we have accepted it and provided a confirmation by message, email, or other written record. We may request details about the property, the size and type of area to be cleaned, access arrangements, parking, water and electricity availability, fibre or natural fibre content, condition of the items, and any special circumstances that could affect the service.

When a booking is requested, you must provide accurate and complete information. This includes details of pets, stains, odours, dampness, previous treatments, loose dye, colour change, fragile materials, hidden damage, or any health and safety concerns. We rely on the information you supply to prepare equipment, allocate time, and select suitable cleaning methods. If the information is incomplete or inaccurate, we may need to revise the quote, alter the treatment, shorten the service, or in some cases decline to proceed.

Any time estimate or quotation provided before attendance is based on the information available at the time and is not a guarantee that the work will be completed within a fixed duration. If the site conditions differ from those described, we may adjust the schedule, scope, or price. We reserve the right to refuse or suspend work where the item is unsafe, excessively soiled beyond reasonable treatment, infested, contaminated, or otherwise unsuitable for cleaning using standard professional methods.

2. Pricing and Payment

Our prices are normally provided as estimates or fixed quotations based on the service requested. Unless expressly stated otherwise, all prices are shown in pounds sterling and may be subject to VAT where applicable. A quotation may be revised if the customer changes the scope of work, adds additional items, or if unexpected conditions arise that materially affect the time, labour, products, or equipment required to complete the service properly.

Payment terms will be stated at the time of booking or on the invoice. In most cases, payment is due on completion of the service, unless we agree in advance to deposit, prepayment, staged payment, or invoice terms for business clients or property managers. We accept payment by the methods we specify from time to time. If payment is made by bank transfer, the funds must clear before any applicable deadline is considered satisfied.

Where an account facility or invoice arrangement has been agreed, payment must be made within the period stated on the invoice. Late payment may result in suspension of future services, recovery action, and reasonable costs incurred in pursuing overdue sums, to the extent permitted by law. We may charge interest on overdue amounts in accordance with the Late Payment of Commercial Debts legislation where that legislation applies, or otherwise at the statutory rate applicable to the debt.

Discounts, promotional rates, and special offers are offered at our discretion and may be withdrawn at any time. They apply only to the specific service, date, or category stated. St Lukes Carpet Cleaners is not obliged to honour an offer where the qualifying conditions have not been met. Any deposit taken is used to secure the booking and may be non-refundable in the circumstances set out in the cancellation section below.

3. Access, Preparation, and Customer Responsibilities

You are responsible for providing safe, reasonable, and timely access to the premises and all areas to be cleaned. This includes ensuring that paths, entrances, and work areas are clear and that we can use electricity, hot water, or other necessary utilities unless we have agreed to provide portable equipment. If the property is in a controlled parking zone, gated community, managed block, or other access-controlled site, you must arrange the required permissions, permits, or instructions in advance.

Before the cleaning begins, you should remove breakable items, valuables, loose personal property, and any objects that may obstruct the work or be at risk of damage. We may move light furniture or small items where it is reasonably necessary for the service, but we do not undertake general house moving, dismantling, or heavy lifting unless agreed beforehand and safe to do so. If the area has recently been treated with chemicals, insecticides, or self-applied products, you must tell us before the appointment.

Where children, pets, elderly occupants, or vulnerable persons are present, you remain responsible for their supervision and safety during the visit. We may require access to ventilation, may ask that occupants keep clear of drying areas, and may place equipment or warning signage while work is carried out. Failure to comply with reasonable instructions may affect the result of the service and may increase the risk of delay, re-cleaning, or accidental damage.

4. Service Standards, Cleaning Results, and Exclusions

We will carry out each carpet cleaning service with reasonable skill and care using professional methods appropriate to the material and condition of the item. However, cleaning outcomes can vary due to fibre type, pile structure, age, wear, pre-existing staining, colourfastness, and past treatments. Some marks, odours, or discolouration may be permanent or may only improve partially. We do not guarantee the complete removal of every stain, especially where the stain has set, oxidised, or affected the backing or underlay.

Natural fibres, delicate textiles, loose weave rugs, antique items, and water-sensitive materials may require specialist handling or may not be suitable for standard cleaning. We may decline to treat such items or may only proceed after obtaining the customer’s informed consent to the risks involved. The same applies where dyes may run, textures may distort, or fibres may shrink. Any advice given before treatment is based on visual inspection or the information you provide and is not a warranty of outcome.

We are not responsible for faults arising from hidden defects, pre-existing wear, previous improper cleaning, manufacturing issues, or inherent weaknesses in the material. If we identify a condition that makes the item unsuitable for cleaning, we may stop the service and charge for the work already carried out and any reasonable call-out costs, unless we decide otherwise at our discretion. Any aftercare instructions we provide should be followed promptly to help protect the cleaned surfaces.

Cancellations and rescheduling must be made as soon as possible. If you need to cancel or change the appointment, please notify us within a reasonable time before the scheduled visit. If cancellation occurs within a short period before the appointment, or if our team arrives and cannot gain access, we may charge a cancellation fee, a failed attendance fee, or a proportion of the quoted price to cover lost time, travel, and preparation costs. Any deposit may be retained in full or part where the cancellation is late or where we have incurred significant direct costs.

If we need to cancel or reschedule due to illness, adverse weather, equipment failure, transport disruption, safety concerns, or circumstances beyond our reasonable control, we will contact you as soon as reasonably possible and offer an alternative date. We will not be liable for any indirect loss resulting from rescheduling, provided we act reasonably and keep disruption to a minimum. In the case of severe weather, unsafe conditions, or a risk to property or people, we may postpone attendance even where the booking has already been confirmed.

If the customer is not present at the agreed time and no suitable alternative arrangement has been made, we may wait for a reasonable period, but we are not obliged to remain indefinitely. If access is not provided within that period, the visit may be treated as a cancellation by the customer. In such circumstances, the cancellation fee and any out-of-pocket expenses may apply. Repeated short-notice cancellations or no-access incidents may result in future bookings being refused.

5. Liability and Limitations

Nothing in these terms limits or excludes liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be limited or excluded under UK law. Subject to that, we will not be responsible for losses that are not a foreseeable result of our breach or negligence, including loss of profit, loss of business, loss of opportunity, or indirect and consequential losses.

Where we are liable for damage to your property, our liability will be limited to the reasonable cost of repair or replacement of the affected item, taking into account age, condition, and depreciation, and only to the extent that the damage was caused by our proven negligence or breach of contract. We are not liable for pre-existing damage, defects, unstable fittings, hidden weaknesses, or deterioration that becomes apparent during or after cleaning. The customer should notify us of any concern as soon as reasonably possible after the service.

You are responsible for making reasonable efforts to mitigate any loss or damage. If an incident occurs, you must allow us the opportunity to inspect the item and, where appropriate, to remedy the issue or arrange an alternative response before any third-party intervention. We will not be liable for damage caused by items that were improperly installed, already compromised, or unsuitable for the cleaning method used despite reasonable care having been taken.

6. Waste Regulations, Environmental Handling, and Disposal

We are committed to handling waste and wastewater responsibly and in line with applicable UK environmental and waste regulations. During the cleaning process, we may generate dirty water, removed debris, packaging, filters, and small quantities of waste material extracted from the item or flooring. Such waste will be managed in a lawful and reasonable manner. Where feasible, we seek to minimise waste, reduce unnecessary chemical use, and select products suitable for professional cleaning with controlled disposal requirements.

Any wastewater, contaminated residue, or extracted material that must be removed from the premises will be disposed of or contained in accordance with applicable requirements. The customer must not request or require us to discharge waste in a manner that would breach environmental law, local restrictions, or water authority requirements. If the site has specific disposal rules, drainage limitations, or managed building procedures, you must tell us in advance so appropriate arrangements can be made.

We may refuse to use a method where disposal of the resulting waste would be unsafe, unlawful, or impractical under the circumstances. Where the customer asks us to remove unwanted items, packaging, or post-cleaning waste, such removal is only included if expressly agreed in writing. Otherwise, the customer remains responsible for final disposal of their own household or business waste, including any items taken out of rooms before treatment.

7. Complaints, Re-Cleans, and Service Issues

If you are dissatisfied with any aspect of the work, you must notify us within a reasonable time after completion and before the item is used extensively, moved, or altered in a way that prevents proper assessment. We may ask for photographs, a description of the issue, and an opportunity to inspect the area. If we believe the issue is due to a matter within our control and the result can be improved by a further treatment, we may offer a re-clean or other reasonable remedy at our discretion.

A complaint does not automatically mean that the service was defective. Cleaning results may differ from expectations for legitimate reasons, including prior wear, staining, fibre condition, or moisture-related issues. If a product or method has been selected in accordance with your instructions, or if you have asked us to proceed despite our warnings, we are not responsible for the consequences of that decision. Any claim must be made in good faith and with reasonable cooperation from the customer.

8. Governing Law and General Terms

These terms and any dispute or claim arising from them, whether contractual or non-contractual, are governed by the laws of England and Wales. The courts of England and Wales will have exclusive jurisdiction, unless mandatory law provides otherwise. If any part of these terms is found to be invalid or unenforceable, the remaining provisions will continue in full force and effect.

We may update these terms from time to time to reflect legal, operational, or commercial changes. The version in force at the time of your booking will apply to that booking unless a later variation is agreed in writing. No failure or delay by us in enforcing any right under these terms shall operate as a waiver of that right. These terms, together with the booking confirmation and any written variation, form the entire agreement between the parties regarding the service.

By proceeding with a booking for St Lukes Carpet Cleaners, you acknowledge that you have authority to enter into this agreement and that you accept the terms governing the provision of the carpet cleaning service. We aim to deliver a professional, transparent, and dependable service while maintaining fair limits on responsibility and ensuring compliance with relevant UK standards. These terms are intended to support a clear and lawful relationship between customer and provider.