Terms & Conditions


The Company provides its services using our own directly employed building and installation teams and a network of carefully selected and approved third-party contractors, with the requisite expertise in conducting home improvement, maintenance and/or repair services. Overall quality of work is the responsibility of the Company

“Appointment” means an agreed and confirmed date/time that defines when we will visit a customer’s premises to scope the type of work required and to be able to gain requisite information and specific details that allows us to produce a valid quotation.

“Customer” means the person named in this contract, who engages the services of the Company to carry out a home improvement project for domestic premises only. The Customer should also be the owner of the property or the leaseholder (who has the owner’s written permission). The Customer undertakes that they will not be letting the property or using it as an HMO or let to paying tenants.

“Company” Carlisle Place Ventures Ltd who are a wholly owned subsidiary of John Lewis Partnership PLC

"Content" means text, images, photos, audio, video, and all other forms of data and/or communication.

“Project Contract” - the terms and conditions as set out in this document and the works as outlined in your e-signed project quotation.

“Project” means the materials and product supplied and/or installed and works carried out by the Company and/or a Trade Partner which form part of your e-signed quotation.

“Quotation” means confirmation of the price for the scope of works of the Project as submitted in your e-sign document.

“Service” or “Services” refer to the service provided by the Company in quoting for and delivering your Project

"Site Content" means all of the Content that is made available on the Site, including Your Content, User Content, Third Party Content, and Website Content.

“Trade Partner” - means a sub-contractor or third-party provider who is designated by the Company and contracted to carry out the services on our behalf.

The terms "we", "us", "our", "John Lewis Home Solutions" and the Company refer to Carlisle Place Ventures Ltd.

The terms "you" and "your" refer to you, as a User of the Site.

"Third Party Content" means Content that is made available on the Site by parties other than the Company.

"User Content" means Content that users submit or transmit to, or through, the Site.

"User" is someone who accesses, browses, or in any way uses the Site.

Warranty means a warranty as detailed in Your John Lewis Home Solutions Warranty document, issued by the Company to a customer upon the completion and full payment for the project.

“Workmanship which is defective” Work carried out on a project by a Trade Partner, or directly employed representative of John Lewis Home Solutions, that does not meet the expected levels of professional diligence does not meet applicable building regulations or industry standards.


For any queries or questions regarding our service, please contact our Customer Service Team by phone on 0800 048 8743 or by email on support.homesolutions@johnlewis.co.uk.

Our company details are: Carlisle Place Ventures Limited, Registered in England and Wales (which is a registered subsidiary of John Lewis Partnership)
Company registration number: 02829583 Registered Office: 171 Victoria Street, London. SW1E 5NN
VAT number: GB 300 2846 49


Your Quotation for the Company’s design and works will be valid for 30 days from the date of submission, after which we reserve the right to revisit and reprice your quotation.

When we provide you with your Quotation, this will include VAT at the prevailing rate
You can pay for the Company’s Services by BACS, Debit Card or Credit Card.
When you accept our quotation, we will work with you to establish an agreed start date and an indicative completion date for the work, which will be subject to planning and building control approval where necessary. We require a deposit upon your e-signed acceptance of the quotation. Only when the deposit has been received, can parts, materials, and fittings be ordered, and the start date confirmed. The deposit will be determined as a percentage of the value of the Project (see clause 4.1). Please note that some Projects will require a deposit and stage payments, as well as a final payment, as specified in the quotation.
When quoting, it may not be possible for us to identify every Project risk including, but not limited to, the discovery of asbestos, gases, water damage, pest infestation, building or other structural defects, or other such instances that may cause the Project to vary, halt or stop whilst remedial or additional work is undertaken. In such instances, we may have to alter the work schedule and/or charge more for the Project to be completed. We will always work with you to try to mitigate any additional cost and/or delay and we will always ask you to agree via an e-sign document to any variation in the costs prior to their commencement You accept that unforeseen circumstances as in 1.5 above may prevent a Project continuing before remedial work is carried out and that you will address or be obliged to pay for such remedial work before we can continue with the Services. We will always try to complete the Project, where practicable, but where you do not pay for the remedial work within the original timescale of the Project and where we cannot complete the remedial work in accordance with the scope of the original quotation, we will suspend the Project and you will pay us to the value of work completed and any cost incurred such as, but not limited to, pre-ordered materials and fittings. Accepting the quotation means you are accepting that all parts, materials, fittings, delivery and warehouse costs will be committed and scheduled. We cannot accept any revisions or cancellation after this time unless as specified in 1.7.1.
If after the contract has been agreed you wish to request a variation to the contract, this must be done in writing. The Company will propose the costs for the variations which will include any administration costs and this must be agreed via an e-sign document by both parties.
Variation costs will include the following examples (this is not an exhaustive list):

Any project change, either due to the circumstances arising in 1.5, or an alteration to requirements by you, as specified in 1.7.1, will impact the Project timelines and we cannot ensure the original Project start and/ indicative completion date.
We do not pay for consequential losses should a project be delayed.
Should the Project change, either due to the circumstances arising in 1.5, or an alteration to requirements by you, as specified in 1.7.1, you will be asked to agree to the variation in writing within 48 hours and we will send you a variation request which we will present to you as an e-sign document. Where payment is applicable, the payment for this is due immediately, before work is commenced. Variation work cannot commence without your written e-sign agreement and payment where applicable.
You acknowledge that there may be circumstances where the Project will not be able to proceed and that you, or we, may need to seek expert assistance beyond the services that we provide. Should this be the case, we will offer our assistance to locate a suitable expert, however the Company will not be responsible for the financial cost of such.
Additional fees - PRE-CONSTRUCTION (quote has been accepted)
Once construction drawings are drafted we will give you one opportunity to revise or modify the scheme, this may result in a variation.
Should further revisions or modifications be required or requested we reserve the right to recost and charge accordingly as a variation.
Where planning permission and/or council permission has been rejected and an alternative scheme is not viable, then your deposit payment will be refunded less any pre-construction and administration fees as outlined in your quotation.
The Company reserves the right to increase the quotation price to reflect any increase in costs, charges or expenses to the Company which is due to:
any factor beyond the control of the Company (including any increase in the costs of labour, materials or other costs of supply);
anything which adversely affects or alters any obligation of the Company hereunder (including any additional work necessitated by compliance with building regulations); any change in performance dates or times for the Services which is requested by the Customer and accepted by the Company;
any other cause attributable to the Customer, including any delay caused by the Customer, or any failure of the Customer to give the Company adequate, accurate or complete information or instructions.
The quotation price is based on Working Hours’ rates; evening, weekend and bank holiday work will incur extra costs.
The quotation price assumes that ready access and suitable parking will be provided for the Company’s vehicles and plant without charge to the Company.


Nothing in this agreement shall limit or affect our liability resulting from any materials, parts or equipment provided being found to be unsafe or if something we, or an agent or contractor working on our behalf does negligently causes death or personal injury.
Subject to clause 3.2, we shall not be responsible for any damage or loss suffered or incurred as a result of:
repairs, modifications or alterations to a Project by any persons other than someone engaged by the Company in relation to the Project.
negligence by any persons other than someone engaged by the Company in relation to the Project:
your provision of any materials, parts or equipment for us to use or fit as part of a Project.
This also applies to any warranties issued by the Company for our work

The Company is a residential service for non-commercial use only and our liability shall not, in any event, include any losses such as business interruption, lost profits or lost data.
We may, acting reasonably, suspend any Project, at any time, for safety, technical, legal or operational reasons, to protect you, your home or the people working on the Project.
Nothing in your contract with us affects your statutory rights. For more information on your statutory rights please contact the Citizens Advice Consumer Service on 03454 040506
Throughout the project we will be taking photographs of the work. These will be taken before the start of the work, during, and after completion. This imagery is used for training, monitoring, and promotional purposes. These assets may be shared with carefully selected third parties. In case of promotional usage, these images would be handled with the utmost care and they would not be personally identifiable, unless the customer expressly agrees. Upon written request, you can have full access to the full library of imagery with regards to your project.
All documents and personal information held by us, will be treated, in line with our Data Security Policy, our Privacy Policy and the legal protections laid down by statute. Terms & Conditions
Our Warranty relates to work that we have undertaken and you have paid us for - please read the warranty document for further detail on warranty terms and conditions John Lewis Home Solutions Warranty
We and any sub-consultants and subcontractors that we employ in connection with your project will provide the design, unless expressly stated the customer provides this (for Loft and Extension projects only). Any designs supplied by the customer will be accepted only if they align with our standards and if they are updated to reflect the project being executed. We will complete the quoted works in accordance with the customer supplied plans, should any issues arise with service locations this is the responsibility of the plan provider. The Company will not accept any responsibility for errors within plans supplied by a third party.
The work that we carry out to your property will result in dust finding its way into the remotest parts of the property. We will take reasonable precautions to minimise this problem wherever practical in the area of our work, and we recommend that you should also take sensible steps to protect furniture, and your other belongings elsewhere in the property. We regret that we can take no responsibility for cleaning or for any damage caused by dust.

To use the Company’s Service, you need to be 18 or older and warrant that you are the owner of the property where the Service is to be carried out or in line with our definition of a Customer.
You undertake to us that the information you provide, including when speaking to us or one of our representatives, in written form, either through messaging, email or orally, is correct.
You will provide clear access to the work area within your home and provide us with a supply of mains electricity, gas and water, if necessary. Where facilities are unavailable to do so, then you accept that the cost of providing such facilities will be added to your quotation.
While we will assist wherever possible, it is your responsibility to obtain and pay for all permits, licences, and other consents including, but not limited to, party wall agreements, traffic permits, parking for the trades allocated to your project, planning approval and building control inspections relating to the work unless we have undertaken to do this as part of your contract which you will have received in writing as part of your quote.
It is your responsibility to confirm with your house insurer that you are requisitely covered whilst works are undertaken
You will not engage the Company in any Project that violates planning regulations, building regulations or other laws, regulations or any order of a court of relevant jurisdiction.
It is your responsibility to inform your neighbours and others of any potential impact associated with the execution of your Project and to be the point of communication with your neighbours throughout.
You will inform us about anything that you believe is or may be dangerous or hazardous in your home before any member of our team enters your home, including but not restricted to asbestos.
You are responsible for any materials, parts and equipment that you provide and instruct us to use, as part of a Project. This means that you are both responsible for the quality of these materials, parts and equipment and acknowledge that a Project may take longer for us to carry out using them instead of our materials (for example, poor quality paint may require us to apply three coats of paint instead of two), in which case we reserve the right to charge more.
We will not warranty products or materials used in the Project which are supplied by you or a third-party on your behalf.
You are responsible for the work carried out by other trade providers that may be being undertaken at the same time as the provision of our Services, however we do not allow other traders on site at the same time as our own operatives for the duration of the project. The Company will not be responsible or be held accountable for the performance of these other trade service providers.
Should there be any delay or any additional cost arising from the use by you of other trade service providers, we may submit a Project variation which may result in a higher charge for the work we carry out (for example, the Project overruns because of slow or poor workmanship undertaken by others in your home).
We will not warranty the work we undertake where any part of the Project for which we are engaged is carried out or interfered with by a third party employed by you or where you or persons not engaged by us carry out any work on the Project.
You agree to take appropriate care of any materials parts and equipment that we bring into your home to use for a Project.
It is your responsibility to provide a safe working environment and welfare facilities. This includes but is not limited to providing safe access to the area of the building works, for the Company’s employees, agents and subcontractors and other persons involved in or affected by the Project. If actions by the Company’s employees, agents or subcontractors adversely affect the safe working environment, you are not responsible for the working environment affected by those actions. Nothing in this contract limits the Company’s own responsibility with regards to the health and safety for its employees.
You will pay us within five days of being invoiced so that we can ensure the continuation of the Project goes to schedule.
You agree to notify us immediately of any unauthorised use of your account with us.

We will establish with you a fair payment schedule for your project so that you and the Company are protected. Depending on Project value, payment will be as follows: For all Projects, payment will be via stage payments, as specified in your quotation. Any deposit requested must be paid before the Project can be scheduled to start. On completion of a stage, we will submit an invoice to you via your Portal.
Request for the final payment will be made upon completion of all the work.
Payments will be due on presentation of an invoice via the Portal and you agree to make payment within five days.
Failure to make a full payment within the specified time period will result in the project stopping until payments are up to date.
Any claim for defective workmanship or any other dissatisfaction must be notified to us as soon as is reasonably practical after the fault, the damage, or any other source of dissatisfaction is discovered. Notification must be made to us in writing for our consideration of the appropriate course of action.
Ownership of any materials, parts and equipment that we sell to you as part of a Project will only pass to you proportionally in line with payment schedule, as and when stage payments are made in accordance with this agreement.
Should you fail to make full payment for services completed on your behalf we do reserve the right to pass your details to Debt Collection or Credit referencing agencies. We will not carry out any remedial work in accordance with our warranty unless the work has been paid for in full in accordance with this agreement.
Nothing in your contract or our warranty affects your statutory rights under the Consumer Rights Act 2015. For more information on your statutory rights please contact the Citizens Advice Consumer Service on 03454 040506.

The terms of your Warranty are explained in the John Lewis Home Solutions Warranty document which can be found at Home Solutions Warranty

You can terminate your contract with us by notifying the Company in writing if we:
are not meeting our health and safety or environmental responsibilities; or,
that we execute work not in line with professional diligence, and we fail to correct the matter within a reasonable period of your notification to us of the matter The termination of your contract with us, for whatever reason, shall not affect either our rights or liabilities.
We reserve the right to investigate any claim made, or termination request, prior to agreeing to terminate your Contract. We may not agree to terminating the contract if we believe that we can complete the work and/or rectify the situation within a reasonable period.
In case of termination, we will refund (within fourteen days) any sums you have already paid that cover labour related to work not yet completed and/or materials, parts and fittings which have not yet been installed.
If you terminate your contract with us, you lose your right to claim a John Lewis Home Solutions Warranty and any/all other associated benefits that you have obtained as a result of our Service to date.

We may terminate your contract with us by notifying you if you:
do not pay an amount due to us within the specified time period; or,
prevent or obstruct us from carrying out the Project due to preventing access, unreasonable timelines or behaviour, and you fail to correct the matter within a reasonable time of notification.
If we terminate your contract with us, we will refund your deposit less any costs already incurred. You will pay us for any incremental work carried out and parts used within fourteen days of the contract ending.
If we terminate your contract with us, we will not provide you with a John Lewis Home Solutions Warranty.

If you cancel the Contract without the Company’s consent, other than pursuant to clause 6 above, you shall indemnify the Company against all loss, damage, claims or actions arising out of such cancellation unless otherwise agreed in writing, and for the avoidance of doubt, any such cancellation is without prejudice to the Company’s right to payment in accordance with clause 4 above or to the cancellation charges pursuant to clause 8.2.
Where cancellation occurs, after the contract has been accepted you will be liable for the following cancellation charges:
Up to a maximum of 10% of the project price if the cancellation is made more than 14 days prior to any works starting on site.
Up to a maximum of 15% of the project price if the cancellation is made less than 14 but more than 7 days prior to the specified on site start date
Up to a maximum of 20% of the project price if the cancellation is made 7 days or less prior to the specified on site start date.
The above 8.2 shall not apply where planning permission and or council permission was rejected. This is only relevant with a loft conversion and or extension. In this case, we will refund the balance of your part payment after costs of pre-construction works have been deducted.

You may not transfer any of your rights under your contract with us to any other party without the express written consent and agreement of the Company. We may only transfer our rights under our contract with you to another business where we reasonably believe your rights will not be affected, upon obtaining your prior written consent and agreement.
If you breach your contract with us we will be entitled to use our rights and remedies at the point of the breach, at a later date or in any other situation where you breach this contract.
You will be responsible for any loss, damage or injury, whether direct or indirect or consequential, resulting from failure or delay in the performance of your obligations under these terms.

The Company will use all reasonable endeavours to carry out the works on the agreed dates but shall not be under any liability to you if it should be either impossible, unsafe or impracticable to carry out the Project on the agreed dates, or at all, by reason of strike, lock-out, industrial dispute, act of God or any other event or occurrence beyond the Company’s control.


If any of these terms are deemed unfair, void or for any reason unenforceable, only those terms deemed unfair, shall be void, all other terms of the contract shall stand.
These Terms and any document expressly referred to in them constitute the entire agreement between us with respect to the subject matter of any contract and supersedes any previous communications or agreements between us.
Our contract with you is subject to English law.

Our Complaints Policy can be found at Terms & Conditions