Terms and Conditions
Effective Date: 13/05/2026 Website: https://lustria.org.uk Provider: LUSTRIA (“we”, “us”, “our”) Customer: any person or organisation using the Website or purchasing Services (“you”, “your”)
These Terms and Conditions govern your use of the Website and the supply of cleaning, sanitisation, subscription and related services by LUSTRIA. By accessing or using the Website or booking or receiving Services, you accept and agree to be bound by these Terms. If you do not accept these Terms, do not use the Website or book Services.
1. Definitions
Booking means a confirmed appointment for a Service. Service means any cleaning, sanitisation, treatment, subscription, Fresh Start or other work provided by us. Subscription means any recurring or annual plan purchased through our Website. Property means the address where the Service is to be performed. Price means the total amount payable for the Service as shown at checkout. Processor means any third party engaged to process payments or personal data on our behalf. Website means https://lustria.org.uk and any subpages, booking platform and related online services.
2. Contract Formation and Acceptance
All Bookings must be made through our online booking system or other channels we operate.
A contract is formed when we accept your payment and send a booking confirmation email.
We may decline or cancel any Booking at our discretion where information provided is inaccurate, incomplete or where we reasonably consider the Property or requested Service unsafe or unlawful.
You confirm you have the authority to book Services for the Property and to accept these Terms.
3. Pricing, Payment and Invoicing
Prices shown on the Website are fixed and include VAT where applicable unless stated otherwise.
Payment is taken at the time of booking via our secure payment processor. We do not store full card numbers.
You must provide accurate billing information. Errors in billing information may delay or invalidate a Booking.
We may require full or partial payment in advance for certain Services.
Additional work discovered or requested after arrival will be charged at our standard rates and will not proceed until you authorise the additional charge.
4. Quotes, Estimates and Price Changes
Quotes and estimates are based on the information you provide and are valid for the period stated or for 30 days if no period is stated.
If the actual condition of the Property differs from the information provided, we may revise the Price.
We reserve the right to change published Prices at any time. Confirmed Bookings are charged at the Price shown at the time of Booking.
5. Customer Responsibilities and Access
You must ensure safe and unobstructed access to the Property at the agreed time.
You must provide adequate lighting, electricity and running water where required.
Pets must be secured, and children supervised away from the work area.
Remove small items, breakables and valuables from the cleaning area.
For Fresh Start Services, the Property must be empty of furniture and personal items unless otherwise agreed.
We do not move heavy or fixed furniture. We will clean around such items. You accept the risk of damage where furniture is moved by you or third parties after cleaning.
6. Scope of Service, Exclusions and Add‑Ons
The Service includes only the tasks expressly listed in the product description at the time of Booking.
Excluded items and services include heavy furniture moving, structural repairs, removal of waste, pest extermination, underlay replacement, specialist stain or odour remediation and upholstery restoration unless purchased as an add‑on.
Add‑ons must be purchased at or before Booking or agreed in writing prior to work commencing.
7. Results, Limitations and Expectations
We aim to achieve the best reasonable results, but do not guarantee complete removal of stains, odours or contaminants. Results depend on carpet fibre, age, previous treatments and contamination level.
We are not responsible for pre‑existing damage, colour loss, dye transfer, permanent stains or defects revealed by cleaning.
Any guidance on likely outcomes is an estimate and not a guarantee. You accept that some results are inherently unpredictable.
8. Health, Safety and Use of Chemicals
We use cleaning products that are safe for normal domestic environments. Notify us of any specific health concerns before Booking.
Where hospital-grade or specialist treatments are used, we will advise on necessary precautions. These treatments are not medical procedures.
You must ventilate the Property after treatment, where advised and follow the aftercare instructions provided.
9. Subscriptions and Annual Plans
Subscription plans include the services and benefits described at the point of sale.
Subscription visits must be used within 12 months from the date of purchase and cannot be carried forward.
Subscription payments are non‑refundable once the first Service has been completed.
Priority booking is subject to technician availability and reasonable notice.
Subscriptions apply only to the Property specified at purchase unless otherwise agreed in writing.
10. Fresh Start and Empty Property Services
Fresh Start Services require the Property to be empty of furniture and personal items.
If the Property is not empty on arrival, we may perform a reduced Service, charge an additional fee or reschedule.
We do not remove rubbish, furniture or personal items.
11. Booking Changes, Cancellations and Missed Appointments
You may reschedule a Booking free of charge with at least 24 hours’ notice.
Cancellations with less than 24 hours’ notice may incur a cancellation fee to cover travel and lost time.
If we arrive and cannot gain access, the Booking is treated as missed and is non‑refundable. Additional attendance will be charged.
We may cancel or reschedule a Booking for operational reasons and will offer an alternative appointment or a refund.
12. Refunds, Revisit and Complaint Procedure
Report any concerns within 48 hours of the Service by contacting customer support.
We will investigate and, where appropriate, offer a free revisit to address reasonable issues. Revisit eligibility requires that aftercare instructions were followed, and no new contamination has occurred.
Refunds are issued only where a revisit is not appropriate or cannot reasonably remedy the issue. Refunds are limited to the Price paid for the affected Service.
Missed appointments, failure to provide access, incorrect information provided by you, or issues caused by third parties are not eligible for a refund.
13. Liability, Insurance and Indemnity
We hold public liability and treatment risk insurance. Certificates are available on request.
Our total liability for any claim arising from or in connection with the Service is limited to the Price paid for the Service, except where liability cannot be limited by law.
We are not liable for indirect, special or consequential losses, loss of profit, loss of business, loss of use or loss of data.
You indemnify us against any claim arising from your breach of these Terms, your negligence or your failure to follow instructions.
Nothing in these Terms excludes or limits liability for death or personal injury caused by our negligence or for any liability that cannot be excluded by law.
14. Intellectual Property and Licence
All intellectual property rights in the Website and its content are owned by LUSTRIA or our licensors. All rights are reserved.
You may view and download content for personal, non‑commercial use only. You must not copy, reproduce, republish, sell, rent, sub‑license or redistribute content without our prior written consent.
If you post Comments, you grant us a non‑exclusive, royalty-free, transferable licence to use, reproduce, edit and authorise others to use your Comments in any media.
15. User Content, Moderation and Comments
Some areas of the Website allow users to post Comments. You warrant that you have all necessary rights to post Comments and that Comments do not infringe third-party rights or contain unlawful material.
We do not pre‑moderate Comments but reserve the right to monitor, edit or remove any Comments that are inappropriate, offensive or breach these Terms.
We are not liable for any loss or damage arising from Comments posted by users.
16. Hyperlinking and Linking Policy
Certain organisations may link to our Website without prior approval, including government agencies, search engines, news organisations and accredited businesses. Links must not be deceptive, imply endorsement or be out of context.
Other link requests may be considered and approved at our discretion. Approval may be subject to conditions.
No use of our logo or artwork is permitted without a trademark licence agreement.
17. External Links and Content Liability
The Website may contain links to third-party sites. We are not responsible for their content or privacy practices.
You agree to defend and indemnify us against claims arising from links on your Website that are libellous, obscene, criminal or infringe third-party rights.
18. Cookies and Tracking
The Website uses cookies to personalise your experience and for analytics and marketing. Required cookies necessary for Website operation do not require consent. Optional cookies require your consent.
By using the Website, you accept our cookie practices. You may manage cookie preferences through the cookie banner or your browser settings. Disabling certain cookies may affect Website functionality.
19. Data Protection and Privacy
We process personal data in accordance with our Privacy Policy, which forms part of these Terms. The Privacy Policy explains how we collect, use and protect personal data and how you can exercise your rights.
Contact details for data protection enquiries are published in the Privacy Policy.
20. Photographs, Recordings and Evidence
Technicians may take before and after photographs for quality control and record keeping. Photos will not be published without your consent.
Calls may be recorded for training and quality purposes. Recordings are retained in accordance with our data retention policy.
21. Force Majeure
We are not liable for failure or delay in performing obligations caused by events beyond our reasonable control, including strikes, pandemics, extreme weather, supply chain failures, government action or other force majeure events.
Where a force majeure event occurs, we will notify you and take reasonable steps to minimise disruption.
22. Severability, Entire Agreement and Waiver
If any provision of these Terms is found to be invalid or unenforceable, it will be severed, and the remaining provisions will continue in full force.
These Terms constitute the entire agreement between you and us relating to the Service and supersede prior agreements.
Failure to enforce any right is not a waiver of that right.
23. Assignment
We may assign or transfer our rights and obligations under these Terms to a third party. You may not assign your rights without our prior written consent.
24. Governing Law and Jurisdiction
These Terms are governed by the laws of England and Wales.
Disputes will be subject to the exclusive jurisdiction of the courts of England and Wales, except where you are a consumer in Scotland or Northern Ireland, in which case local consumer protection rules apply.
25. Changes to Terms and Website Availability
We may update these Terms from time to time. The version in force at the time of your Booking applies. Material changes will be notified to existing customers where required by law.
We do not guarantee uninterrupted access to the Website and may suspend or withdraw the Website for maintenance or other reasons.
26. Consumer Rights
Nothing in these Terms affects your statutory rights as a consumer. If you contract as a consumer, certain liability limitations may not apply to the extent prohibited by law.
27. Fees, Additional Charges and Expenses
Travel fees, parking charges, congestion charges and other reasonable expenses may be charged where applicable.
Additional charges apply for excessive soiling, hazardous waste, specialist treatments or where the Property requires substantially more time or resources than estimated.
28. Emergency and Safety Notices
If you identify any safety hazard at the Property, notify us immediately. We may suspend or refuse Services where we reasonably consider the Property unsafe.
29. Complaints and Contact
To report issues, make complaints, or exercise rights, contact us at info@lustria.org.uk
We will acknowledge complaints promptly and aim to resolve them in a timely manner.
30. Acknowledgement
By placing a Booking you acknowledge that you have read, understood, and agree to be bound by these Terms and our Privacy Policy.
LUSTRIA retains the right to enforce these Terms and to take any action necessary to protect its business, customers and reputation.
