St James's Carpet Cleaners Service Terms and Conditions
These Terms and Conditions set out the basis on which St James's Carpet Cleaners provides professional carpet, rug, upholstery and related cleaning services to residential and commercial customers. By making a booking or allowing our operatives to commence work at your premises, you agree to be bound by these Terms and Conditions.
These Terms and Conditions apply to all services supplied within the United Kingdom. If you do not agree with any part of these terms, you should not proceed with a booking.
1. Definitions
In these Terms and Conditions, the following expressions have the meanings set out below:
Customer means the individual, business or organisation that books and pays for the services.
Company means St James's Carpet Cleaners, including its employees, agents and subcontractors.
Services means carpet, rug, upholstery, curtain, mattress and other soft furnishing cleaning, stain treatment and related services provided by the Company.
Premises means the property or location where the Services are to be carried out.
Booking means a confirmed appointment for the Company to provide Services at an agreed date, time and location.
2. Scope of Services
The Company provides professional cleaning services for carpets, rugs, upholstery and related items at residential and commercial premises. The specific Services to be provided, including areas and items to be cleaned, will be agreed at the time of booking or during the initial inspection at the Premises.
The Company will use reasonable skill and care in the provision of the Services and will use cleaning methods, equipment and products that are appropriate for the items and surfaces to be treated, based on the information available and any manufacturer guidance provided to the Customer or the Company.
3. Booking Process
3.1 Bookings can be requested by the Customer through the Companys accepted communication channels. A Booking is only confirmed when the Company has accepted the request and provided confirmation of the date, time and approximate duration of the appointment.
3.2 The Customer is responsible for providing accurate information at the time of booking, including property access details, parking arrangements, the type and approximate size of areas or items to be cleaned, and any known issues such as heavy soiling, previous damage, stains or special materials.
3.3 The Company reserves the right to amend or refuse a Booking where necessary, including where the Services requested are not suitable for the items or materials to be cleaned, or where access or safety conditions at the Premises are inadequate.
3.4 Any times given for arrival are estimates and are subject to traffic and other factors outside the Companys control. The Company will use reasonable efforts to meet the agreed time and will inform the Customer of any significant delay where practicable.
4. Access, Parking and Customer Responsibilities
4.1 The Customer must ensure that the Company has safe, reasonable and timely access to the Premises at the agreed time. This includes providing any necessary entry codes, keys or instructions and ensuring that someone is present to grant access where required.
4.2 The Customer is responsible for arranging suitable parking for the Companys vehicle as near as reasonably possible to the Premises, and for covering any associated parking costs, charges or permits unless expressly agreed otherwise.
4.3 The Customer must ensure that the areas and items to be cleaned are reasonably clear and accessible. This includes moving small items, ornaments, breakables and light furniture where possible, unless otherwise agreed. The Company reserves the right not to move heavy, fragile or valuable items.
4.4 The Customer must inform the Company of any known defects, damage or vulnerabilities relating to carpets, rugs, upholstery, floors or other surfaces, including wear, loose seams, pre-existing stains, colour fading, shrinkage risks, previous cleaning or treatments, and any manufacturer instructions or warranties that may affect the cleaning process.
5. Prices, Quotations and Estimates
5.1 Prices for Services may be provided as fixed quotations or as estimates, depending on the information available and the nature of the work.
5.2 Quotations are generally based on the size and condition of the areas or items described by the Customer. The Company reserves the right to adjust the price on arrival if the actual conditions are materially different from those described, including where areas are substantially larger, more heavily soiled or more numerous than stated.
5.3 Where additional work is required compared with the original Booking, the Company will inform the Customer of any price changes before proceeding. If the Customer does not agree to the updated price, the Company may limit the Services to those covered by the original quotation or cancel the Booking in accordance with these terms.
6. Payments
6.1 Unless otherwise agreed in writing, payment is due immediately on completion of the Services at the Premises. The Company accepts the payment methods it makes available from time to time.
6.2 For certain large or commercial jobs, the Company may require a deposit or advance payment. Any such deposit requirements will be communicated at the time of booking. Deposits may be non-refundable in accordance with the cancellation terms set out in these conditions.
6.3 Where payment terms are agreed for business or commercial Customers, invoices must be paid by the due date stated. The Company reserves the right to charge interest and reasonable administration costs on overdue amounts in line with applicable UK legislation.
6.4 The Customer is responsible for ensuring that funds are available and that any card or account details provided are correct and authorised. If payment is not received as required, the Company may suspend further work and take reasonable steps to recover sums owed.
7. Cancellations, Rescheduling and No-Show Policy
7.1 The Customer may cancel or request to reschedule a Booking by providing reasonable notice to the Company. The minimum notice period for cancellation or rescheduling is normally 24 hours prior to the scheduled appointment time, unless otherwise stated at the time of booking.
7.2 If the Customer cancels or reschedules with less than the minimum notice period, the Company may charge a late cancellation fee to cover administrative and lost booking time costs. The applicable fee or percentage will be communicated to the Customer at the time of booking or in the Companys current tariff.
7.3 If the Customer fails to provide access to the Premises at the scheduled time, or if the Company is unable to carry out the Services due to circumstances within the Customers control, this may be treated as a late cancellation and a fee may be charged.
7.4 The Company reserves the right to cancel or reschedule a Booking where necessary due to factors outside its reasonable control, such as illness, equipment failure, adverse weather, access issues, safety concerns or other operational reasons. In such cases, the Company will endeavour to provide as much notice as possible and to offer an alternative appointment. The Company is not liable for any consequential loss arising from such cancellation or rescheduling.
8. Service Standards and Limitations
8.1 The Company aims to achieve high standards of cleanliness and stain removal; however, complete stain removal or restoration to an as new condition cannot be guaranteed. Results depend on the nature, age, cause and extent of soiling and staining, as well as previous treatments and the type of fibres or materials.
8.2 Certain stains and odours may be permanent or may only improve, rather than be fully removed. The Company will use reasonable judgement in selecting appropriate cleaning methods but shall not be liable for failure to remove any stain or odour that is deemed permanent or beyond the scope of normal cleaning.
8.3 The Customer acknowledges that some materials carry inherent risks of shrinkage, colour run, pile distortion or other reactions when cleaned, especially where items are old, worn, damaged or have previously been treated. The Company will take reasonable care but accepts no liability for such inherent risks where it has not been negligent and where manufacturer guidance or material condition suggests such risks exist.
8.4 The Company does not undertake structural repairs, fitting or refitting of carpets, flooring or upholstery. Responsibility for securing loose fittings, gripper rods, loose tiles or similar items rests with the Customer, and the Company is not liable for damage arising from pre-existing defects.
9. Customer Inspection and Complaints
9.1 The Customer is encouraged to inspect the work immediately upon completion while the operative is still present at the Premises. Any concerns should be raised at this time so that they can be addressed promptly.
9.2 If the Customer discovers an issue after the operative has left, the Customer must notify the Company within a reasonable period, normally within 48 hours of completion of the Services. The Company may request photographs or further information and may arrange a revisit where it considers this appropriate.
9.3 The Company will investigate all complaints made in good faith and, where a fault is found with the quality of the Services, will seek to remedy the matter, which may include re-cleaning specific areas. Any remedies are at the Companys discretion and subject to the Customer having complied with these Terms and Conditions.
10. Liability and Insurance
10.1 The Company will exercise reasonable skill and care in providing the Services and will maintain appropriate public liability insurance and, where applicable, employers liability insurance in accordance with UK law.
10.2 The Companys liability for loss or damage arising from the provision of the Services is limited to the cost of repair or replacement of the item or area affected, taking into account age, condition and fair wear and tear, and subject to the terms of this clause.
10.3 The Company is not liable for any indirect, consequential or economic loss, including loss of profit, business interruption, loss of use or loss of opportunity, arising from the performance or non-performance of the Services, except where such liability cannot be excluded under UK law.
10.4 The Company is not liable for damage that results from:
a pre-existing defects, wear, faults or inherent weaknesses in carpets, rugs, upholstery or other materials
b failure by the Customer to inform the Company of relevant information, including material type, previous treatments, or manufacturer instructions
c normal risks associated with cleaning processes where reasonable care has been taken
d failure by the Customer to follow aftercare advice, including guidance on drying times, ventilation and use of treated areas.
10.5 Nothing in these Terms and Conditions limits or excludes liability for death or personal injury caused by negligence, for fraud, or for any other matter for which liability cannot lawfully be limited or excluded.
11. Waste, Environmental and Regulatory Compliance
11.1 The Company will handle and dispose of any waste generated in the course of providing the Services in accordance with applicable UK waste and environmental regulations.
11.2 Any waste collected that is classed as controlled waste will be stored, transported and disposed of through appropriate channels, and the Company will take reasonable steps to minimise environmental impact, including responsible use of water and cleaning solutions.
11.3 The Customer is responsible for the safe disposal of any household or commercial waste present at the Premises that is not generated by the Companys Services. The Company is not obliged to remove general waste, personal items or hazardous materials that fall outside the normal scope of carpet and upholstery cleaning.
11.4 Where the Customer requests the removal or disposal of particular items, the Company will confirm whether this falls within its permitted activities under relevant regulations. The Company reserves the right to decline any request that would breach licensing, waste or environmental requirements.
12. Health and Safety
12.1 The Company operates in accordance with relevant UK health and safety legislation. The Customer must ensure that the Premises are reasonably safe for work, including ensuring that walkways are clear, lighting is adequate and that pets and children are kept away from work areas and equipment.
12.2 The Customer should follow any temporary safety warnings or instructions given by the operatives, such as avoiding walking on freshly cleaned carpets or damp areas until advised it is safe to do so.
13. Data Protection and Privacy
13.1 The Company collects and processes personal data about Customers to manage bookings, provide Services, handle payments and respond to enquiries and complaints. Personal data will be handled in accordance with applicable UK data protection laws.
13.2 The Company will not sell personal data to third parties. Data may be shared with selected service providers, such as payment processors or subcontractors, only where necessary for the performance of the Services or to meet legal obligations.
14. Amendments to these Terms
14.1 The Company may update or amend these Terms and Conditions from time to time. The version in force at the time of the Customers Booking will normally apply to that Booking.
14.2 Any significant changes will be made available through the Companys usual communication channels. Continued use of the Services after changes take effect will constitute acceptance of the updated terms.
15. Governing Law and Jurisdiction
15.1 These Terms and Conditions, and any dispute or claim arising out of or in connection with them or with the provision of the Services, shall be governed by and construed in accordance with the laws of England and Wales.
15.2 The courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with these Terms and Conditions or their subject matter, except that, where permitted by law, the Company may bring proceedings in any other jurisdiction where the Customer is resident or has assets.
By proceeding with a Booking, the Customer confirms that they have read, understood and agree to be bound by these Terms and Conditions.
