St Giles Carpet Cleaners Terms and Conditions
These terms and conditions set out the basis on which St Giles Carpet Cleaners provides carpet cleaning and related domestic or commercial cleaning services. By making a booking, confirming a quotation, or allowing work to begin, the customer agrees to be bound by these terms. If any part of these terms is unclear, it is the customer’s responsibility to request clarification before the service starts. These terms are intended to create a fair, transparent, and practical arrangement for both the customer and the service provider.
For the purposes of these terms, “we”, “us”, and “our” refer to St Giles Carpet Cleaners, and “you” or “the customer” refers to the person, business, landlord, tenant, or authorised representative requesting the service. These terms apply to carpet cleaning, upholstery cleaning, rug cleaning, stain treatment, odour treatment, and any other agreed cleaning task provided under the same booking. Any special instructions given at the time of booking may be noted, but they do not override these terms unless expressly agreed in writing.
We reserve the right to update or amend these terms from time to time. The version in force at the time your booking is confirmed will normally apply to that booking. Any amendment will not affect work already agreed unless required by law or necessary to reflect a change in legal or operational requirements. Customers are encouraged to read these terms carefully before proceeding with any booking or payment.
Bookings may be made by phone, email, online form, message, or any other method we make available from time to time. A booking request does not in itself create a contract until we have accepted the request and confirmed availability, pricing, and any key service details. We may ask for information about the property, access arrangements, flooring type, existing damage, and any prior cleaning history in order to provide an accurate estimate and suitable service.
At the point of booking, you must provide accurate and complete information. This includes the number of rooms or items to be cleaned, any known stains, the presence of pets, parking restrictions, access issues, and whether electricity and water will be available. If the information provided is incomplete or incorrect, we may revise the quotation, change the method of cleaning, or decline to proceed if safe and effective service cannot reasonably be delivered.
A quotation is usually based on the details supplied by the customer and, where applicable, a visual assessment. Unless stated otherwise, quotations are valid for a limited period and may be withdrawn or amended if the scope of work changes. Extra work, additional heavily soiled areas, furniture moving, special stain treatment, or unscheduled items may result in additional charges. Any material change to the original booking may require a revised quote and customer approval before work continues.
We aim to arrive within the agreed time window, but all appointment times are approximate unless we have expressly confirmed a fixed arrival time. Delays may occur due to traffic, weather, previous job overruns, access problems, or equipment issues. If we anticipate a significant delay, we will make reasonable efforts to notify you. We are not liable for delay caused by circumstances beyond our reasonable control, provided we act reasonably to minimise disruption.
You must ensure that the property is reasonably accessible at the agreed time. This includes making sure that someone over the age of 18 is present if required, any necessary permissions have been obtained, and the areas to be cleaned are made available. We may refuse to begin or may suspend work if access is unsafe, the area is unsuitable, or the customer’s conduct prevents us from carrying out the service properly. Any wasted visit resulting from lack of access or failure to attend may be charged.
Our staff will take reasonable care when working in your premises. However, you are responsible for removing fragile items, valuables, documents, and irreplaceable possessions from the treatment area before we arrive. We may assist with light furniture movement where safe and agreed, but we are not obliged to move heavy, fixed, delicate, electrical, or hazardous items. The customer remains responsible for identifying items that should not be moved or cleaned.
Payment terms will be confirmed during booking or on the invoice. Unless agreed otherwise, payment is due immediately on completion of the service. We may request a deposit, card pre-authorisation, or advance payment for larger bookings, repeat attendance, short-notice appointments, commercial work, or where specialist materials are required. Any deposit paid may be non-refundable where this is clearly stated at the time of booking and where we have reserved time or resources for your appointment.
Accepted payment methods may include bank transfer, debit card, credit card, or other methods notified by us. Cash may only be accepted if expressly agreed in advance. If payment is not received when due, we may charge reasonable recovery costs and interest to the extent permitted by law. The customer will be responsible for any fees incurred as a result of failed payment attempts, chargebacks, or bank charges caused by incorrect payment details provided by the customer.
All prices, unless otherwise stated, are quoted in pounds sterling and may be subject to VAT where applicable. A quotation may not include parking charges, congestion fees, specialist stain treatments, waste disposal charges, or additional labour required due to circumstances not reasonably foreseeable at the time of quoting. If such costs arise, we will explain them before proceeding where reasonably practicable. Any discount offered is discretionary and may be withdrawn if booking conditions are not met or the service specification changes.
Customers may cancel or reschedule a booking by giving reasonable notice. If you cancel with sufficient notice, we may offer a full or partial refund of any advance payment, depending on the circumstances and any non-recoverable costs already incurred. If you cancel at short notice, fail to provide access, or are not present when attendance is required, we reserve the right to charge a cancellation fee or retain a deposit to cover lost time, travel, administration, or materials already reserved.
Where the booking is made online, by telephone, or off-premises, the Consumer Contracts Regulations 2013 may give certain customers a right to cancel within 14 days. However, if you request that the service begins during that cancellation period, you acknowledge that you may lose the right to cancel once the service has been fully performed, and you may be required to pay for work already carried out if you cancel after performance has started. Any applicable statutory rights remain unaffected.
If we need to cancel or reschedule due to illness, equipment failure, safety concerns, weather, or any other operational issue, we will contact you as soon as reasonably possible and seek a suitable alternative appointment. We are not liable for any indirect loss arising from a necessary cancellation, though we will use reasonable efforts to rearrange the service promptly. If prepayment was made for an unperformed visit, we will usually refund the relevant amount or apply it to a rearranged booking, subject to any lawful deductions.
The customer acknowledges that cleaning results may vary depending on fibre type, age of carpet, prior treatment, hidden stains, wear, sunlight, moisture levels, and previous maintenance. While we use professional techniques and reasonable skill and care, we do not guarantee the complete removal of all stains, odours, marks, or discolouration. Certain substances may be permanent, may reappear after drying, or may respond unpredictably to cleaning solutions.
Where items are fragile, age-worn, water-sensitive, colour-fast uncertain, or otherwise vulnerable, any service is undertaken at the customer’s risk unless we have expressly agreed in writing to use a specific method. We will not be responsible for damage caused by pre-existing defects, loose seams, hidden wear, lifting, shrinkage, dye bleed, fading, or manufacturing faults that become apparent during or after cleaning. The customer should notify us of any known issues before work starts.
Our liability for loss or damage is limited to direct loss only and to the extent caused by our negligence, breach of contract, or breach of statutory duty. We will not be liable for consequential loss, loss of profit, business interruption, loss of use, or indirect damage. Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any liability that cannot legally be excluded under UK law.
Where any damage is alleged, you must notify us as soon as reasonably practicable and in any event within a reasonable time after discovery. You should take reasonable steps to prevent further damage, preserve the area, and provide any information we reasonably request, such as photographs, maintenance records, or details of prior treatment. Failure to notify us promptly may affect our ability to investigate the matter properly and may limit any remedy available.
We may, at our discretion, inspect the affected area or item before any repair, replacement, or compensation is considered. If liability is established, our preferred remedy may be re-cleaning, rectification, or a reasonable refund reflecting the value of the affected part of the service rather than the entire booking. Any compensation offered will be assessed fairly and proportionately, taking into account the nature of the work, the extent of the issue, and the surrounding circumstances.
Nothing in these terms affects your statutory rights as a consumer where applicable. If you are a business customer, you agree that the service is purchased for business purposes and not as a consumer transaction. The customer is responsible for ensuring that the service booked is appropriate for the intended use and for disclosing any conditions that might affect health, safety, or suitability of treatment.
Waste arising from the service, including removed fibres, disposable cloths, packaging, spent materials, extracted waste water, and contaminated residue, will be handled in accordance with applicable waste regulations. We will take reasonable steps to manage and dispose of waste responsibly and in line with environmental obligations. Where waste transfer or disposal requires customer cooperation, such as access to bins or approval for removal, the customer must provide it promptly.
The customer must not ask us to dispose of hazardous or regulated waste unless this has been expressly agreed and is lawful to do so. Items such as needles, bodily fluids, asbestos, chemicals, biological hazards, or similar dangerous materials require special handling and may be refused. If we encounter hazardous waste during the service, we may pause the work, take protective measures, and require the customer to arrange suitable specialist removal.
Any materials removed from the premises in the ordinary course of cleaning remain subject to our discretion on disposal unless the customer requests otherwise before work begins. We may retain contaminated or soaked materials only where reasonably necessary for evidence, assessment, or safety. The customer warrants that the work area does not contain prohibited substances or concealed hazards that would breach applicable waste, environmental, or health and safety rules.
These terms and any dispute or claim arising out of or in connection with them shall be governed by and construed in accordance with the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction, except where the customer is entitled by law to bring proceedings in another part of the United Kingdom. If any provision of these terms is found to be invalid or unenforceable, the remaining provisions will continue in full force.
We may assign or subcontract part of the service where appropriate, provided that this does not materially reduce the standard of service promised under the booking. The customer may not assign the benefit of the contract without our prior written consent. A failure by us to enforce any right under these terms on one occasion does not waive that right for future occasions.
These terms form the entire agreement between the parties relating to the service, except where mandatory law provides otherwise or where a separate written agreement has been signed. Any communication from the customer that attempts to vary these terms will only be effective if confirmed by us in writing. By proceeding with a booking, you confirm that you have read, understood, and agreed to these carpet cleaning terms and the associated service conditions of St Giles Carpet Cleaners.
