Terms and Conditions for Carpet Cleaners SE23
These Terms and Conditions set out the basis on which carpet cleaning services are provided by Carpet Cleaners SE23 to residential and commercial customers. By making a booking, confirming an appointment, or allowing access for the service to begin, the customer agrees to be bound by these terms. Please read them carefully before placing an order. They are designed to make the service clear, fair, and consistent for all parties, while reflecting standard UK consumer and business expectations.
The terms apply to all carpet cleaning services, including routine cleaning, stain treatment, spot removal, deodorising, fabric care, and related services agreed at the time of booking. They also apply where the customer requests additional work on the day of attendance. Any variation must be agreed in writing or clearly confirmed by us before the service is carried out. In these terms, “we”, “us”, and “our” refer to the service provider, and “you” or “customer” refers to the person requesting the service.
These terms are intended to complement, not replace, any rights you may have under UK law. Nothing in this document limits any rights that cannot lawfully be excluded, including rights relating to services supplied with reasonable care and skill. If there is any inconsistency between these terms and mandatory legal obligations, the legal obligations will prevail. We reserve the right to update these terms from time to time, and the version in force at the time of booking will normally apply to that booking.
Booking Process
A booking is only considered accepted once it has been confirmed by us. A request submitted by phone, email, or through any booking system does not, by itself, create a binding appointment. Confirmation may include a written message, an invoice, a booking reference, or another clear acceptance from us. We may decline a booking if we are unable to provide the service, if access is unsuitable, or if the work requested falls outside our operational scope.
When arranging a service, you must provide accurate and complete information about the property, access conditions, the type and condition of the carpet or upholstery, known stains, previous cleaning attempts, and any relevant health, safety, or occupancy issues. If material information is missing or inaccurate, we may revise the price, change the timing, or withdraw from the booking where necessary. The customer is responsible for ensuring that any fragile items, valuables, and personal belongings are removed or protected before work begins.
We will normally agree an estimated time window rather than an exact arrival minute. While we aim to attend on time, delays may occur due to traffic, weather, previous appointments, or unforeseen operational issues. If we anticipate a significant delay, we will make reasonable efforts to inform you. The customer agrees to provide reasonable access to the premises, water, electricity, and any other facilities needed to complete the work safely and effectively. If access is refused or delayed, waiting time may be charged or the appointment may be treated as cancelled by the customer.
Scope of the Service
The precise scope of the service will be based on the booking description and any agreed quotation or estimate. Our work may include steam cleaning, hot water extraction, dry cleaning, stain treatment, pre-spraying, deodorising, and similar cleaning processes depending on the material and condition of the item. We will use reasonable skill and care in selecting the most suitable method, but we cannot guarantee the removal of every stain, mark, odour, or contamination, especially where damage is caused by age, previous treatment, poor maintenance, dye transfer, or hidden defects.
Customers should understand that some carpets and textiles may react unpredictably to water, detergents, agitation, heat, or drying. Certain materials may be naturally prone to shrinkage, colour change, pile distortion, or texture alteration. Where there is a risk of such effects, we may decline to clean the item or request a written acknowledgement from the customer before continuing. Any advice given before or during the service is provided in good faith and should be treated as general service guidance rather than a guarantee of outcome.
We may refuse to clean items that are excessively soiled, infested, unsafe, contaminated with hazardous substances, or otherwise unsuitable for treatment. If we attend and discover circumstances that make the service unsafe or impractical, we may suspend work and discuss alternative options. The customer will remain responsible for any charges already incurred, including call-out, assessment, or partial work undertaken before the issue was identified.
Prices and Payments
Prices may be provided as a fixed quote, an estimate, or a rate based on size, condition, and complexity. Unless expressly stated otherwise, all quotes are subject to confirmation once the service has been assessed on site or once the details provided during booking are verified. We reserve the right to amend a quoted price if the actual work differs materially from the description supplied at the time of booking, including additional rooms, heavier soiling, special treatments, restricted access, or extra labour.
Payment is due in accordance with the terms stated at the time of booking or on the invoice. In most cases, payment must be made on completion of the service, unless we have agreed alternative terms in writing. We may accept payment by bank transfer, card, cash, or another method permitted at the time. Where payment is made by bank transfer, funds must clear within the agreed period. Failure to pay on time may result in recovery action and the recovery of reasonable costs incurred in pursuing the debt.
Any deposit requested at booking is used to secure your appointment and may be non-refundable except where cancellation rights apply or where we are responsible for cancellation. Deposits may also be used to cover part of our losses if you cancel late or fail to provide access. If a service is extended at your request, additional charges may apply. You are responsible for ensuring that the person paying has authority to do so and that the payment method used is valid and available.
Cancellations and Rescheduling
You may cancel or reschedule an appointment by giving reasonable notice. For most bookings, notice of at least 24 hours is expected, although a different period may be stated in your confirmation. If you cancel with insufficient notice, fail to answer at the agreed time, or do not provide access, we may charge a cancellation fee or retain all or part of any deposit to reflect our lost time and administration costs. Repeated short-notice cancellations may result in refusal of future bookings.
If you wish to reschedule, we will try to accommodate your preferred date subject to availability. A rescheduled appointment will normally keep the same general service terms unless the new circumstances materially change the scope, price, or timing. If we need to reschedule because of illness, equipment failure, adverse weather, or any other operational issue beyond our reasonable control, we will offer an alternative date or a refund of any amount paid for the cancelled appointment, as appropriate.
Customer Responsibilities
You must ensure the area is reasonably prepared before the service begins. This includes removing small items, clearing access routes, protecting delicate belongings, and informing us of any special instructions. You should also disclose any prior incidents such as flooding, fire, pet contamination, mould, or chemical treatment. Failure to provide this information may affect the quality of the service and may increase the risk of damage. We are not responsible for loss or damage resulting from undisclosed pre-existing conditions.
Where children, pets, vulnerable persons, or other occupants are present, you must take appropriate steps to keep them safe and away from the working area. Our equipment may involve hoses, cables, moisture, heat, and cleaning agents, so the area should be supervised appropriately. If we consider the premises unsafe, unsanitary, or unsuitable for the service to proceed, we may pause or terminate the job. In such cases, the customer may still be liable for reasonable charges already incurred.
Liability and Limitations
We will perform the service with reasonable care and skill in accordance with UK law. If we fail to do so, and this causes loss or damage that is directly attributable to our breach, we will take reasonable steps to resolve the matter, which may include re-cleaning the affected area, offering a partial refund, or paying compensation where legally required. Our liability is limited to losses that are reasonably foreseeable and directly caused by our breach of contract or negligence.
We are not liable for pre-existing damage, hidden defects, wear and tear, colour loss, dye migration, shrinkage, or damage caused by improper manufacture, installation, or prior cleaning methods. We are also not liable for delays or failure to perform caused by events outside our reasonable control, including extreme weather, accidents, road closures, supply interruptions, public emergencies, or property access restrictions. Nothing in these terms excludes liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot be excluded by law.
Where our equipment, solutions, or methods are used in accordance with standard practice, and damage still occurs due to the condition of the item or the property, our responsibility will be assessed fairly based on the facts. To help us investigate any issue, you must notify us promptly and allow us a reasonable opportunity to inspect the relevant item before it is moved, re-cleaned, repaired, or disposed of. Failure to preserve evidence may limit our ability to assess liability.
Waste Regulations and Disposal
All waste generated during the service will be handled in line with applicable UK waste regulations and reasonable environmental practices. This includes removed debris, single-use cleaning materials, and any waste produced by the cleaning process. We may dispose of small quantities of normal service waste in an appropriate manner, but we are not responsible for removing large household items, building waste, or hazardous materials unless this has been specifically agreed in advance and is legally permitted.
If the service reveals contaminated materials, sharps, bodily fluids, chemical residues, mould, pest waste, or any other potentially hazardous substance, we may stop work and require the customer to arrange specialist handling. We will not knowingly transport or dispose of controlled, dangerous, or illegal waste in breach of law. The customer must disclose any known contamination before the job starts. If undisclosed hazardous waste is discovered, additional charges, delays, or termination of the service may follow.
Any items removed from the carpet or surrounding area, including loose fibres, dirt, and residues, may be discarded unless you instruct us otherwise before the work begins and we agree that retention is practical and lawful. We aim to minimise waste and to use materials responsibly. If specialist cleaning agents or consumables are required, they will be chosen with consideration for the job’s needs and legal compliance.
Complaints and Remedial Work
If you are unhappy with the service, you should notify us as soon as reasonably possible after completion. This allows us to review the concern while the relevant area remains in the condition in which the work was performed. Where appropriate, we may offer a return visit, additional treatment, or another fair resolution. Complaints will be assessed based on the condition of the item before cleaning, the methods used, and the evidence available after the job.
Any claim relating to the quality of the service should be made within a reasonable time and, where possible, within 48 hours of completion. This does not shorten any legal rights you may have, but it helps us investigate effectively. We may ask for photographs, a description of the issue, or access to inspect the area. If you arrange for another party to alter, clean, repair, or dispose of the item before we have had a fair opportunity to investigate, our ability to resolve the complaint may be affected.
Insurance and Safety
We maintain insurance appropriate to the nature of our services, subject to the terms and limits of the policy in force at the relevant time. However, insurance cover does not mean that every accidental event is automatically accepted as our responsibility. The policy will usually require us to follow agreed procedures, use equipment responsibly, and record any incidents accurately. Customers should ensure that their own property insurance remains suitable for their circumstances, especially where the item being cleaned is valuable or delicate.
Health and safety is an important part of our work. You must tell us about any hazards such as unstable flooring, exposed wiring, asbestos concerns, leaks, or restricted ventilation. We may decline to enter or continue working in unsafe conditions. If required, we may also ask that certain areas remain closed during treatment and drying. By booking the service, you agree to co-operate with reasonable safety instructions and to follow any aftercare advice given at the time of completion.
Data, Confidentiality, and Records
We may hold basic booking and transaction records for administrative, legal, tax, or dispute-resolution purposes. Any personal data will be handled in accordance with applicable UK data protection laws. We will not use your information for unrelated purposes without a lawful basis. Information shared with us about access, property conditions, or sensitive circumstances will be treated confidentially and only used where necessary to perform the service or meet legal obligations.
We may keep service notes, photographs, or condition records where they are necessary to evidence the work completed or to assess liability. These records may be retained for a reasonable period. By allowing the service to proceed, you consent to the collection of such operational records where reasonably required. We will not knowingly disclose confidential customer information except where the law requires it or where it is necessary to process a payment, resolve a dispute, or manage a claim.
We may update these Terms and Conditions from time to time. Any changes will apply prospectively and will not normally affect bookings already confirmed unless the change is required by law or is necessary for safety or operational reasons. If a booking is already in progress, the terms agreed at the time of confirmation will generally remain in force for that appointment, subject to any mandatory legal requirement or mutually agreed variation.
