Terms and Conditions for Carpet Cleaners SW15
These terms and conditions set out the basis on which carpet cleaning services are provided by Carpet Cleaners SW15. By making a booking, you confirm that you have read, understood and agreed to these terms. They are intended to create a clear and fair framework for both the customer and the service provider, covering the booking process, pricing, cancellations, liability, waste handling and the governing law that applies to our services. Throughout these terms, references to “we”, “us” and “our” mean Carpet Cleaners SW15, and references to “you” or “the customer” mean the person requesting the service.
Our carpet cleaning services are designed for domestic and commercial premises, and may include standard carpet care, stain treatment, upholstery support, and related cleaning work agreed in advance. Every booking is treated as a separate service contract, even where repeat visits are arranged. These terms apply to all cleaning appointments unless a written variation has been agreed before the appointment date. If any part of these terms is found to be invalid or unenforceable, the remaining provisions will continue to apply in full.
We reserve the right to amend these terms from time to time. Any updated version will apply to new bookings made after the date of publication or issue. It is the customer’s responsibility to review the terms before confirming a booking. No employee, contractor or representative of our business may change these terms unless the change is confirmed in writing by an authorised person.
Booking process begins when you request a quotation or service appointment and provide accurate information about the property, the type of carpet or flooring, the approximate area to be cleaned, access arrangements, and any known stains, damage or special requirements. We may ask questions to assess the suitability of the requested service and to ensure the correct equipment, products and time allocation are arranged. A quotation is normally based on the information supplied at the time of enquiry and may be revised if the actual condition of the carpets differs materially from the description provided.
Once the service details have been agreed, a booking is only confirmed when we have issued confirmation by email, message or another written format and, where required, received any deposit or prepayment. The booking confirmation may include the scheduled date, estimated arrival window, price, payment method and any particular conditions relevant to the job. We ask that you review the confirmation carefully. If any detail appears incorrect, you must notify us promptly so that adjustments can be considered before the appointment takes place.
To help avoid delays, you should ensure that the work area is reasonably prepared before our arrival. This may include moving small personal items, securing valuables, and providing safe access to water and electricity where the service requires it. Carpet cleaners SW15 may refuse to proceed or may adjust the appointment time if the property is unsafe, inaccessible or not ready for the booked work. Any extra time spent waiting due to customer delay or inadequate access may be chargeable.
We aim to arrive within the agreed appointment window, but arrival times are estimates only and may be affected by traffic, weather, previous job length or unforeseen operational issues. If we expect a significant delay, we will make reasonable efforts to inform you. You must ensure that someone over the age of 18 is present where required, or that suitable arrangements have been made for access and authorisation. If access is not available within a reasonable time, the appointment may be classed as a late cancellation or failed visit.
Payments must be made in full according to the payment terms confirmed at booking. We may require a deposit, card pre-authorisation, bank transfer or full advance payment depending on the size, frequency or nature of the work. Unless stated otherwise, all prices are quoted in pounds sterling and may be subject to VAT where applicable. Prices are based on the service described and do not include unforeseen additional work, such as severe contamination, heavy furniture moving beyond the agreed scope, or specialist stain removal not originally included.
If extra work is requested on site, the additional charge will be discussed with you before the work begins where reasonably possible. Payment for completed work is due immediately on completion unless we have agreed alternative credit terms in writing in advance. Where payment is made by card, cash, bank transfer or online method, you are responsible for ensuring funds are available and the payment details are correct. Any bank charges, chargeback fees or failed payment costs arising from inaccurate or unauthorised payment attempts may be recovered from the customer to the extent permitted by law.
Cancellations and rescheduling must be made as early as possible. If you need to cancel or move the appointment, please notify us promptly so that the slot can be offered to another customer. Where a cancellation is received within a short period before the scheduled appointment, or where we have already dispatched staff and equipment, a cancellation fee may apply. The level of the fee will reflect reasonable losses, including labour, travel and administrative costs, and will be communicated where applicable.
If you fail to provide access, are not present where required, or do not make the property available at the agreed time, this may be treated as a cancelled booking and the relevant fee may be charged. We may also reschedule or cancel the service if severe weather, staff illness, equipment failure, safety concerns or other events beyond our control prevent us from attending. In such circumstances, we will aim to offer an alternative date or provide a refund of any prepaid amount for the cancelled element of the service.
For consumer bookings, your statutory rights under UK law are not affected by these terms. If you booked online or by distance communication and the service has not yet started, you may have rights under the Consumer Contracts Regulations 2013, subject to any lawful exceptions. If you ask us to begin work within the cancellation period, you may be required to acknowledge that you are requesting early performance and may lose the right to cancel once the service has been fully performed.
Liability is limited to the extent permitted by law. We will carry out all work with reasonable care and skill, using suitable methods and products for the agreed service. However, carpet cleaning can involve risks that depend on fibre type, dye stability, prior treatments, age of the material and hidden defects. You are responsible for informing us of any known issues, including colour loss, shrinkage history, fragile seams, underlay problems, water sensitivity, pre-existing damage or previous restoration work. We cannot be responsible for adverse results caused by incomplete or inaccurate information.
We will not accept liability for normal wear and tear, pre-existing marks, permanent staining, concealed defects, or deterioration that may occur because of the condition of the carpet itself. Where items must be moved to provide access, you should remove fragile, valuable or easily damaged objects in advance. Unless we have expressly agreed to move heavy or delicate furniture, we are not liable for damage caused by attempting to move items that were not properly secured or identified as vulnerable. Any request for special handling should be made before the appointment starts.
Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot lawfully be excluded under English law. If we are found liable for loss or damage arising from our breach of contract or negligence, our liability will ordinarily be limited to the amount paid, or payable, for the specific service giving rise to the claim, except where a greater remedy is required by law. We do not accept responsibility for indirect or consequential losses, loss of profits, loss of business, or loss of opportunity.
Waste regulations and disposal are followed in line with applicable UK environmental and waste management requirements. During carpet cleaning, we may collect wastewater, removed debris, soiled residues, and other material generated by the service. We will handle such waste in a responsible manner and dispose of it only in ways permitted by law and operational practice. Where waste can be safely contained and removed by us, we will do so; where disposal requires the customer’s participation or a specialist facility, this will be explained before or after the service as appropriate.
You must tell us in advance if the carpet or surrounding area may contain hazardous substances, biological contamination, sharps, needles, mould of a serious nature, animal waste, chemical residues, or other materials that may be regulated, unsafe or require specialist handling. We may refuse to clean or may stop work immediately if we discover waste or contamination that could pose a risk to health, safety or legal compliance. Additional charges may apply where specialist PPE, containment, disposal procedures or third-party support are necessary.
We expect all customers to cooperate with reasonable environmental and safety instructions. This includes not asking our staff to dispose of prohibited materials, not concealing hazardous waste, and not interfering with the proper containment or disposal of collected material. If any waste handed to us by the customer is found to be misdescribed or dangerous, the customer will be responsible for the consequences, including any costs, claims or penalties arising from that misdescription to the extent permitted by law.
Customer responsibilities include providing truthful information, ensuring safe access, protecting sensitive items, and confirming that any carpets to be cleaned are suitable for the method requested. The customer should make arrangements for pets, children and occupants to stay away from work areas as needed. Some cleaning processes may leave carpets damp for a period of time, and you are responsible for allowing adequate drying time before replacing furniture, using the area heavily, or placing protective coverings without our advice.
We may issue aftercare instructions, and following them forms part of the service agreement. If advice is not followed, we cannot be held responsible for stains reappearing, browning, odour retention, watermarking, or other issues resulting from premature use or unsuitable cleaning products applied by the customer. If you choose to use deodorisers, spot removers or other chemicals after our visit, you do so at your own risk unless we have approved the product in writing.
If you ask us to inspect or treat an area and we identify that a result may be limited by the condition of the carpet, we will explain this as clearly as possible before continuing. Our service does not amount to a guarantee that every stain, mark or odour can be removed completely. Results depend on many factors outside our control, including the carpet’s history and the nature of the contamination. Any estimate of outcome is therefore an opinion based on the visible condition at the time of service.
Complaints should be raised within a reasonable time after the service is completed, and preferably as soon as any issue is noticed. We may ask for photographs, a description of the problem and an opportunity to inspect the affected area before making any decision. This helps us assess whether the matter relates to workmanship, product performance, wear, or a pre-existing condition. We will review complaints in good faith and, where appropriate, may offer a re-clean, partial refund or other reasonable remedy.
Any remedy offered will be proportionate to the nature of the issue and will not exceed what is required by law or by these terms. If a re-clean is offered, it must be allowed within a reasonable period and under suitable conditions. Refusing a fair inspection or remedy opportunity may affect the outcome of any claim. These terms do not reduce any rights you may have under the Consumer Rights Act 2015 or other applicable consumer law.
Governing law and jurisdiction: these terms and any dispute or claim arising from them, whether contractual or non-contractual, are governed by the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction, except where consumer law gives you the right to bring a claim elsewhere. If any disagreement cannot be resolved amicably, both parties agree to act reasonably and to consider the most appropriate form of dispute resolution before commencing formal proceedings.
