Terms and Conditions for Carpet Cleaning Services
These Terms and Conditions apply to all bookings, quotations, and service agreements for carpet cleaning services provided by the Company. By making a booking, the Customer confirms that they have read, understood, and agreed to these terms. These terms are intended to set out the rights and responsibilities of both parties in a clear and practical way, covering the booking process, payments, cancellations, liability, waste handling, and governing law. They apply to domestic and commercial carpet cleaning London services unless otherwise agreed in writing.
In these Terms and Conditions, references to “Company”, “we”, “us”, or “our” mean the service provider, and references to “Customer”, “you”, or “your” mean the person or business requesting the service. Any variation to these terms must be confirmed in writing by the Company. If any part of these terms is found to be invalid or unenforceable, the remaining provisions will continue to apply.
The Customer is responsible for ensuring that all information provided at the time of booking is accurate and complete. This includes the property address, the type and number of items requiring treatment, access details, parking restrictions if relevant, and any known issues that may affect the service. Where the service is arranged on behalf of a landlord, tenant, agent, or third party, the person making the booking confirms that they have authority to do so.
Bookings may be made by telephone, email, online form, or any other method accepted by the Company. A booking is only confirmed once the Company has accepted the request and, where required, received any deposit or prepayment. Quotations are based on the information supplied by the Customer and may be revised if the actual conditions differ from those described. For example, if there are additional rooms, heavily soiled areas, or difficult access conditions, the final price may change accordingly.
The Company will make reasonable efforts to attend at the agreed date and time, but all appointment times are approximate unless expressly stated otherwise. Delays may occur due to traffic, weather, prior jobs overrunning, or circumstances beyond our control. We will aim to notify the Customer of any significant delay where reasonably possible. The Customer must ensure that someone aged 18 or over is present to grant access unless alternative arrangements have been agreed in advance.
Before the service begins, the Customer should remove fragile items, valuables, and any obstacles that could interfere with the work. The Company may decline to move heavy furniture, electrical items, or objects that may cause damage or injury if moved. If requested and agreed, furniture moving may be carried out only to the extent reasonably safe and practical. The Company reserves the right to suspend or refuse work where the area is unsafe, unsanitary, inaccessible, or materially different from the description given at booking.
All prices are stated in pounds sterling unless otherwise agreed. Payment terms will be confirmed at the time of booking or on the invoice. Unless a different arrangement is specified, payment is due immediately upon completion of the service. The Company may request a deposit, part payment, or full prepayment to secure a booking, especially for larger or recurring carpet cleaning appointments.
We accept payment methods that are notified to the Customer in advance. If payment is not received by the due date, we reserve the right to charge reasonable recovery costs and, where permitted by law, statutory interest on overdue sums. The Customer will remain responsible for all amounts due under the booking, including any agreed extras, additional labour, specialist stain treatment, parking fees, or charges caused by inaccurate booking details. Any dispute about an invoice must be raised promptly and in writing.
Quoted prices normally relate only to the work specifically described. Unless expressly included, quotations do not cover upholstery, rugs, mattresses, stain-proofing, repairs, water extraction beyond the standard scope, or any specialist service that may be required after inspection. Where the Customer requests additional items during the appointment, these may be added to the invoice at the Company’s current rates or at a separate agreed price. Discounts, promotional offers, and package prices are subject to availability and may be withdrawn at any time without affecting confirmed bookings.
Cancellations and rescheduling must be made within a reasonable time and, where possible, as soon as the Customer knows that the appointment cannot proceed. If the Customer cancels with sufficient notice, the Company may choose to refund any deposit, less any reasonable administrative costs already incurred. If the Customer cancels at short notice, fails to provide access, or is not ready for the service at the agreed time, the Company may charge a cancellation fee or retain the deposit to cover lost time and administrative expense.
The Company also reserves the right to cancel or postpone a booking due to unforeseen circumstances, including staff illness, equipment failure, severe weather, safety concerns, or events beyond our control. If we cancel, we will offer an alternative date or refund any prepaid amount relating to the cancelled service, unless the cancellation was caused by the Customer’s breach of these terms. We are not responsible for indirect loss arising from a cancelled appointment, such as lost earnings or inconvenience, except where liability cannot lawfully be excluded.
Customers should inform us in advance of any special conditions that may affect the service, including pets, allergies, fragile flooring, water sensitivity, prior treatments, or previous damage. The Company may decline certain tasks if we reasonably consider that the requested work could cause harm to the property, our personnel, or equipment. If the service is carried out despite known risks at the Customer’s request, the Customer accepts responsibility for those risks to the extent permitted by law.
The Company will perform the services with reasonable care and skill, using suitable methods and products for the condition of the carpets and the agreed scope of work. However, cleaning results may vary depending on fibre type, age, wear, pre-existing damage, previous cleaning history, stains, and environmental conditions. The Customer acknowledges that no service can guarantee complete removal of all stains, odours, or deep-set marks. This is particularly true where contamination has set in over time or where fibres have been permanently altered.
Liability for loss or damage is limited to direct damage caused by our negligence or breach of contract and shall not extend to indirect or consequential loss, unless such limitation is prohibited by law. The Company will not be liable for pre-existing defects, hidden weaknesses, ordinary wear and tear, shrinkage caused by unsuitable materials, colour loss, bleeding, pile distortion, or damage arising from items not suitable for cleaning. Where a complaint is raised, the Customer must allow the Company a reasonable opportunity to inspect the issue and, where appropriate, to re-attend or remedy the matter.
Nothing in these Terms and Conditions excludes or limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot legally be excluded. If the Customer believes that damage has occurred, they must notify the Company within a reasonable time and provide evidence where available. The Customer must also take reasonable steps to prevent further loss, including avoiding use of the affected area until it has been assessed, if doing so is necessary to preserve evidence or prevent additional damage.
Waste handling and disposal are carried out in accordance with applicable environmental and waste regulations. The Company will take reasonable steps to dispose of waste water, removed debris, packaging, and disposable materials responsibly and lawfully. Where specialist disposal is required, the Customer may be informed of additional charges or requirements. The Customer must not ask the Company to dispose of hazardous materials, prohibited substances, or waste that requires special licensing unless this has been expressly agreed and properly authorised.
The Customer is responsible for informing us of any contamination, biological matter, or hazardous conditions before the service begins. If such conditions are discovered during the job, the Company may stop work immediately and take steps that are reasonably necessary to protect health, safety, and compliance with the law. In such cases, the Customer may remain liable for the completed portion of the service and any reasonable costs incurred up to the point of suspension. Any waste arising from illicit, dangerous, or undisclosed materials may be rejected or reported where required by law.
All services are provided in compliance with applicable UK legislation and regulations, including consumer protection, contract, health and safety, environmental, and waste management laws as they apply to the service. The Customer agrees to cooperate with the Company in ensuring lawful access, safe working conditions, and proper disposal arrangements. If the Customer’s instructions conflict with legal obligations, the Company will follow the law and may refuse any instruction that would breach it.
Intellectual property, website use, and marketing materials are not the subject of these terms unless specifically agreed elsewhere in writing. No statement made by staff or representatives shall amend these terms unless confirmed by an authorised representative of the Company. If the Company chooses not to enforce any part of these Terms and Conditions on one occasion, that does not mean the provision has been waived for the future. Any waiver must be expressly stated in writing.
The Company may update these Terms and Conditions from time to time to reflect operational changes or legal requirements. The version in force at the time of booking will apply to that booking unless a change is required by law or mutually agreed otherwise. Customers are encouraged to review the terms before each new service arrangement, particularly if the booking involves repeated visits, multi-room treatment, or special requirements for carpet and rug cleaning.
These terms form the entire agreement between the parties in relation to the service, unless supplemented by a written quotation, invoice, or specific service note that expressly states otherwise. If there is any inconsistency between a written quotation and these terms, the more specific provision will apply only to the extent of the inconsistency. The remaining provisions will continue in full force and effect.
Where a Customer is acting as a consumer, nothing in these Terms and Conditions affects statutory rights that cannot be excluded or limited. Where the Customer is acting for a business, the parties agree that the service will be governed by the commercial terms set out here, subject to mandatory legal requirements. The Customer must ensure that any person providing access, instruction, or sign-off has authority to do so on their behalf.
Any dispute should first be raised informally so that the parties may attempt to resolve it promptly and reasonably. If a disagreement cannot be settled, the parties may pursue their legal rights in accordance with the dispute resolution process available under UK law. Nothing in these terms prevents either party from seeking urgent interim relief where necessary to protect property, evidence, or safety.
The Company may subcontract certain elements of the work where necessary, provided that overall responsibility for the service remains with us unless otherwise stated. Any subcontractor used will be expected to comply with appropriate standards of care and relevant legal obligations. The Customer remains responsible for ensuring that the premises are safe, reasonably prepared, and accessible for the agreed work.
Termination of a recurring or ongoing service arrangement may be carried out by either party in accordance with the agreed notice period or, if none is stated, on reasonable notice. The Company may terminate immediately if the Customer fails to pay, repeatedly cancels late, provides false information, behaves abusively, or creates unsafe conditions. In such cases, any amounts due for work already completed remain payable.
Force majeure events include circumstances beyond reasonable control such as natural events, strikes, utility failures, transport disruption, or governmental restrictions. The Company will not be liable for failure or delay caused by such events where performance becomes impossible or impracticable. We will make reasonable efforts to resume services as soon as possible after the event has passed.
By confirming a booking for professional carpet cleaning, the Customer acknowledges that they have read these Terms and Conditions, understand their effect, and agree to be bound by them. These terms are intended to promote a fair, transparent, and lawful service relationship between the parties and to reduce misunderstanding before work begins. The Customer should keep a copy for future reference.
The governing law of these Terms and Conditions is the law of England and Wales. Any non-contractual disputes or claims arising from or connected with the service shall also be governed by and interpreted in accordance with the same law. The parties agree that the courts of England and Wales shall have jurisdiction, subject to any mandatory consumer rights that apply otherwise. This provision ensures consistency, clarity, and legal certainty for both consumer and business bookings.