Terms and Conditions for Carpet Cleaners SW16
These Terms and Conditions set out the basis on which Carpet Cleaners SW16 provides carpet cleaning, upholstery cleaning, stain treatment and related domestic or commercial cleaning services in the UK. By making a booking, the customer agrees to be bound by these terms. Please read them carefully before confirming any appointment, as they explain the booking process, payments, cancellations, liability, waste handling and the law that applies to the agreement.
Service scope. The company provides professional cleaning services for carpets, rugs, upholstery and similar soft furnishings, using methods and products suitable for the material and the condition of the item. While every effort is made to deliver a high standard of care, the results of cleaning may vary depending on fibre type, age, wear, staining, previous treatment and the general condition of the item. Clients are responsible for informing the company of any known issues before work begins.
These terms apply to all bookings made with Carpet Cleaners SW16, whether arranged by telephone, email, online form or any other accepted method. If a separate written agreement has been signed for a particular job, that agreement will apply alongside these terms, unless it expressly states otherwise. In the event of any inconsistency, the specific written agreement will take priority for that job only.
1. Booking Process
A booking is not confirmed until the customer has provided the required details and the company has accepted the request. The booking process may involve confirming the service type, property access, preferred date and time, and any special requirements. The company may also request photographs, measurements or further information to assess the work. Any quote provided before inspection is based on the information supplied at the time and may be adjusted if the actual conditions differ materially.
Customers must ensure that all information submitted for the booking is accurate and complete. This includes details of the rooms or items to be cleaned, the type of material, known stains, pets, parking constraints, building access restrictions and any health or safety concerns. If inaccurate or incomplete information leads to additional work, equipment, time or materials, the company reserves the right to revise the price accordingly.
The company may refuse or postpone a booking where the service requested is unsuitable, unsafe, outside the scope of normal operations or likely to cause damage to the item or property. In such cases, the company may suggest an alternative service or cleaning method, but there is no obligation to proceed if the risks are unacceptable. If a booking is accepted subject to inspection on arrival, the company may reassess the task before beginning work.
2. Prices and Payments
All prices are stated in pounds sterling unless otherwise agreed. Prices may be quoted as fixed fees, hourly rates, per-room rates or based on the number and type of items to be cleaned. Unless expressly stated, quotes are estimates only and can change if the scope of work changes, if additional areas are requested, or if the condition of the item requires more time, chemicals or equipment than expected.
Payment is due in full on completion of the service unless a different payment arrangement has been agreed in writing beforehand. The company may require a deposit to secure the appointment, particularly for larger jobs, peak periods or specialist work. Where a deposit is taken, it may be non-refundable in accordance with the cancellation terms below. Failure to pay on time may result in additional administration charges and, where lawful, recovery action.
Accepted payment methods may include bank transfer, debit card, credit card or other methods made available at the time of booking. Cash payments may be accepted only if agreed in advance. Any bank charges, failed payment fees or costs arising from incorrect payment details supplied by the customer may be charged to the customer. If the company issues a revised invoice after the job, payment must be made within the period stated on the invoice.
3. Cancellations, Rescheduling and Access
Customers may cancel or reschedule a booking by giving reasonable notice. Unless otherwise agreed in writing, cancellations made less than 24 hours before the scheduled arrival time may incur a cancellation fee, and cancellations made after the team has been dispatched or arrived at the property may be charged in full or in part to cover lost time, travel and preparation costs. Any deposit paid may be retained to the extent permitted by law.
The company may also reschedule or cancel a booking due to staff illness, unsafe conditions, severe weather, equipment failure, road disruption or any other event beyond reasonable control. In such circumstances, the company will try to offer an alternative appointment. The company will not be responsible for indirect losses caused by a rescheduled appointment, provided the company has acted reasonably and in good faith.
Customers must provide safe and timely access to the premises and ensure that the work area is available at the agreed time. If access is delayed, restricted or impossible, the company may charge a waiting fee, a wasted attendance fee or the full call-out cost, depending on the circumstances. The customer is responsible for arranging parking, permits, keys, building entry instructions and any other requirements needed to complete the work safely and efficiently.
4. Customer Responsibilities Before and During Service
The customer must remove personal valuables, fragile items, loose objects and any items not intended for cleaning from the work area before the service begins. The company is not responsible for shifting or storing valuable possessions unless this has been agreed in advance. Customers should also advise the company of any hidden damage, weak seams, loose dye, prior repairs or previous cleaning attempts that may affect the outcome.
Where furniture needs to be moved as part of the service, only light or reasonably movable items will be handled unless additional arrangements have been agreed. Heavy furniture, electrical equipment, items fixed to the building and delicate objects may be left in place. If the customer asks for more extensive moving, the company may refuse if it considers the request unsafe or likely to cause damage.
The customer must also ensure that water, electricity and reasonable ventilation are available where needed. If the property lacks these facilities, the company may be unable to complete the service or may need to adjust the method used. The company is not liable for reduced results where the customer’s failure to provide normal working conditions affects the cleaning process.
5. Liability, Claims and Limitations
The company will exercise reasonable skill and care when carrying out cleaning services. However, the customer understands that professional cleaning cannot guarantee the removal of all stains, odours, marks or contamination, especially where the item is old, heavily soiled, previously damaged or made from delicate materials. Natural variations in colour, pile, texture and drying times are not considered defects.
The company is not liable for pre-existing damage, including but not limited to wear, colour loss, shrinkage, seam separation, fibre distortion, weakened adhesives, rust marks, permanent staining, discolouration or damage caused by previous cleaning attempts. The company will not be responsible for damage caused by incorrect product information, failure to disclose material type, or instructions from the customer that conflict with professional advice.
Nothing in these terms limits or excludes liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot be limited or excluded under UK law. Subject to that, the company’s total liability for any claim arising from a service will be limited to the amount paid or payable for the specific service giving rise to the claim, except where a higher limit is required by law.
6. Inspection, Complaints and Rectification
Any concerns about the service should be raised as soon as reasonably possible after completion. If an issue is reported, the company may ask for photographs, a description of the concern, access to inspect the area, and reasonable cooperation from the customer. This helps establish whether the issue relates to the service, the material, or a pre-existing condition.
Where the company accepts that a matter should be rectified, it may offer a re-clean, treatment adjustment or another reasonable remedy. The company is not obliged to provide a refund where a further attempt to address the issue is a fair and practical solution. If the customer arranges third-party work before allowing the company a chance to inspect or rectify the issue, the company may not accept responsibility for that additional cost.
The customer must take reasonable steps to mitigate any loss. For example, the customer should prevent re-soiling, avoid premature use of damp areas, and follow any aftercare advice given at the end of the service. The company is not liable for damage or deterioration caused by ignoring reasonable post-service instructions.
7. Waste Regulations and Environmental Handling
The company will handle waste generated during the course of the service in a lawful and responsible manner. This may include used cloths, empty containers, recovery water, removed debris and other cleaning-related waste. The company will comply with applicable UK waste management requirements and will dispose of waste appropriately, using authorised routes where necessary. Where waste is classified as controlled, hazardous or specialist waste, the company will manage it in line with the relevant legal obligations.
The customer remains responsible for informing the company of any unusual substances, contamination or materials that may require special handling, including mould contamination, bodily fluids, pet waste, chemical residues or other hazardous conditions. If such conditions are present, the company may suspend the work, apply extra charges, request protective measures or decline the service entirely. The company will not accept responsibility for hidden hazardous waste not disclosed before the booking.
Where water extraction or cleaning creates wastewater, the company will take reasonable steps to control its discharge and disposal. The customer must not ask the company to dispose of waste in a way that breaches environmental rules, landlord restrictions or building policies. If disposal costs increase due to unusual waste conditions or access requirements, these costs may be added to the final invoice where lawful and appropriate.
8. Materials, Chemicals and Stain Treatment
The company may use professional detergents, solvents, stain removers, sanitising agents and deodorising products suitable for the service. Product choice will depend on the item being cleaned, the type of soiling and the cleaning method selected. While every effort is made to use materials safely, the company cannot guarantee that all substances are suitable for every fibre, finish or dye lot.
The customer acknowledges that some stains, particularly those caused by dye transfer, bleach, urine, rust, ink, red wine, oil or long-term wear, may be permanent or may only improve partially. The company is not responsible for the inability to remove stains that have bonded to the fibres, penetrated underlay or caused structural changes to the material. Any special treatment requested by the customer is carried out at the customer’s risk where the item’s condition makes the outcome uncertain.
If the company believes a product or method may pose an unacceptable risk, it may refuse to use it even if the customer requests it. The company’s professional judgment on suitability will prevail where necessary to protect the item, the property, staff safety or compliance with law.
9. Force Majeure
The company will not be liable for any delay or failure to perform its obligations where the delay or failure is caused by events outside its reasonable control. This includes, without limitation, extreme weather, transport disruptions, strikes, accidents, power failures, public emergencies, supply shortages, government restrictions or equipment breakdown beyond ordinary maintenance issues.
In such situations, the company may suspend, reschedule or cancel the service without penalty. Any prepaid sums will be handled fairly in light of the work completed or costs already incurred. If the service cannot proceed at all, the company will discuss the most practical next steps with the customer, subject to applicable law and the circumstances of the disruption.
10. Governing Law and Jurisdiction
These Terms and Conditions and any dispute or claim arising from them, whether contractual or non-contractual, are governed by the laws of England and Wales. The parties agree that the courts of England and Wales will have exclusive jurisdiction over any dispute arising from or connected with these terms, unless mandatory consumer law provides otherwise.
If any part of these terms is found to be unlawful, invalid or unenforceable, the remaining provisions will continue in full force and effect. No failure or delay by the company in exercising any right or remedy will operate as a waiver of that right or remedy. These terms represent the general agreement between the company and the customer in relation to carpet cleaning services and related work.
The company may update these terms from time to time to reflect changes in law, service arrangements or business practice. The version in force at the time of booking will apply to that booking unless a later update is required by law. By proceeding with a booking, the customer confirms that they have read, understood and accepted these Terms and Conditions.