Guild Care terms and conditions

1. Who this is between

Guild Care is provided by Guild Floors, a trading name of JG Floors Ltd. In these terms, "we" and "us" mean Guild Floors and "you" means the person named on the membership.

Your plan applies to one property, and to the rooms, areas and services recorded on your account when you join.

2. What a membership is

Guild Care is an ongoing carpet care subscription. You pay monthly and in return you get the professional cleaning, protection and benefits listed in the plan you chose.

Your monthly payments buy membership and the services that come with it. They are not a savings account and they do not build up a cash balance belonging to you.

3. Your plan and your price

The plan you pick sets your monthly price, and that price is shown before you enter your card details. Every plan runs for a minimum of twelve months, paid monthly, and continues monthly afterwards until you tell us to stop.

The rooms and areas each visit covers are agreed with you before the plan starts and recorded on your account, so nobody is guessing on the day.

4. What a clean includes

Where cleaning is included, we professionally clean the agreed carpeted areas. A visit will usually involve a pre-clean inspection, vacuuming where needed, appropriate pre-treatment, reasonable treatment of spots and stains, professional cleaning by a method suited to the carpet, deodorising where it is included, and a post-clean inspection.

The method and the products are chosen for the carpet's type, construction and condition rather than applied to everything the same way.

5. Carpet protector

Where protector is included, we apply a professional WoolSafe-compatible protector to the agreed areas where it is suitable. It suits wool, 80/20 wool-blend and other compatible constructions.

Suitability depends on the manufacturer's instructions, the fibre, the construction, the condition of the carpet and anything previously applied to it. We may decline to apply protector where we reasonably believe it could damage the carpet or conflict with the manufacturer's instructions. We would rather tell you than take the money.

Protector helps stop spills becoming permanent stains. It does not make a carpet stain-proof, and complete future stain removal cannot be guaranteed.

6. Stain remover

Where protection is included, you get one bottle of Guild-approved stain remover per annual protection service. Please follow the instructions supplied with it. We cannot accept responsibility for damage caused solely by use contrary to those instructions, and nothing here affects your statutory rights.

7. The emergency spill call-out

Where your plan includes it, you can request one qualifying spill treatment call-out per twelve month membership period, at the address on your membership. Contact us as soon as you reasonably can after the spill. Appointments are subject to reasonable availability.

Complete stain removal cannot be guaranteed. What is achievable depends on what was spilled, the fibre and construction of the carpet, anything previously applied to it, how long the substance has been there, anything applied before we arrive, and any permanent damage the substance has already caused.

Unless separately agreed, the call-out does not cover deliberate damage, general soiling, whole-room cleaning, extensive pet urine or biological contamination, bleach, paint, permanent dyes, burns, chemical damage, physical damage to the carpet, several unrelated stains built up over time, or commercial use.

An unused call-out has no cash value and does not carry into another membership year.

8. Paying

Payment is collected monthly using the method agreed when you join, and you need to keep a valid payment method on the account while the plan is active.

If a payment fails we will tell you and try again. Where payments stay outstanding we may suspend future services until the account is up to date, after reasonable notice. We will not charge a disproportionate penalty because a payment failed.

9. Booking your visits

We may contact you when a service becomes due, and you can contact us to arrange one at any point once it is available. Appointments are subject to reasonable availability and members get priority on dates.

We need reasonable access to the property. Where you can, please move small, fragile and valuable items before we arrive. Unless it has been agreed beforehand, we are not required to move unusually heavy, dangerous, fragile or valuable furniture or equipment.

10. Changing or missing an appointment

If you need to move an appointment, please give us at least 48 hours' notice where you reasonably can. Any charge for a missed appointment or late cancellation will only apply where we told you about it in advance, and will be reasonable and proportionate to what it actually cost us.

11. What cleaning can and cannot fix

Professional cleaning can substantially improve how a carpet looks, but we cannot guarantee that every stain, mark, discolouration or odour will come out. Age, fibre, construction, wear, previous cleaning and treatments, permanent staining, bleaching, sun damage, unstable dye, pet contamination, chemical damage and how long a stain has been there all affect the result.

Where we can see a real risk of damage or colour loss, we may suggest a different treatment or decline to treat that area. That does not change our duty to carry out the work with reasonable care and skill.

12. Anything beyond your plan

Your membership covers the rooms, areas and services on your account. Anything else can be bought separately at member rates: extra bedrooms, extra reception rooms, extra stairs, rugs, upholstery, extra protection, extra stain treatment, pet contamination treatment and additional visits.

We will give you the price and get your agreement before doing any additional chargeable work.

13. If your home or your carpets change

Tell us if you move, replace your carpets, add rooms, want areas added or removed, or want to change your protection level. Where we can, we will move your plan to the new property. If what you need materially changes we may propose a revised price, and we will tell you before it takes effect.

14. Price changes

We may change subscription prices where it is reasonably necessary. We will give you reasonable advance notice of a material increase, telling you the new price, when it starts and how to cancel if you would rather not continue. You can cancel before it takes effect, and no increased payment is taken before the date we gave you.

15. Cancelling

Where you signed up online or over the phone, you have a statutory right to cancel within fourteen days of entering into the agreement, without giving a reason. Just tell us clearly that you want to cancel; there is no particular form of words.

If you ask us to start work inside that fourteen days and we do, you may have to pay for what has already been supplied, as the law allows.

After the minimum term, cancel any time by giving us thirty days' notice. Payments properly due before the cancellation takes effect are still payable. We will confirm your cancellation and the date the membership ends, and we will not charge a disproportionate penalty.

16. When we can end a membership

We may reasonably suspend or end a subscription for persistent non-payment, unsafe working conditions, abusive or threatening behaviour, fraud, misuse of the membership, repeatedly being unable to get access, or where it becomes unsafe or unlawful to provide the service. Except where we have to act immediately, we will give reasonable notice and a chance to put it right.

Where we end a membership for a reason that is not your fault, anything you have paid for services we will not now provide is refunded where required.

17. If something goes wrong

Tell us as soon as you reasonably can. We will look into it and, where it makes sense, come and inspect the area. Where you are entitled to have the work done again, to a price reduction, a refund, compensation or another remedy, nothing here stops you exercising that right.

18. Our responsibility

We carry out our services with reasonable care and skill. Nothing in these terms excludes, restricts or replaces your rights under the Consumer Rights Act 2015 or other consumer law.

We do not exclude liability for death or personal injury caused by negligence, for fraud or fraudulent misrepresentation, or for any statutory consumer right that cannot lawfully be excluded.

19. Your information

We handle your personal information in line with UK data protection law. We use it to run your membership, take payments, arrange appointments, keep service records, talk to you about your plan and meet our legal and accounting obligations. Agreeing to marketing is separate from joining, and you do not have to agree to it to subscribe.

20. Complaints, and the law that applies

Complaints go to info@guildfloors.co.uk or 01279 942302. We will investigate and come back to you within a reasonable period, and nothing about our complaints process affects your statutory rights.

These terms are governed by the law of the part of the United Kingdom you live in, and nothing here removes your right to bring proceedings in a court with jurisdiction.