Terms and Conditions for Carpet Cleaners SW1
These Terms and Conditions apply to the provision of professional carpet cleaning services by Carpet Cleaners SW1 and set out the basis on which services are booked, delivered and paid for. By requesting a quotation, making a booking or allowing access for the service to begin, the customer agrees to be bound by these terms. These terms are intended to create a clear and fair framework for both parties, covering the service scope, payment obligations, cancellations, liability, waste handling and the legal rules that govern the agreement. They apply whether the service is arranged for a domestic property, a rented home, an office or another type of premises, unless a separate written agreement states otherwise.
The expressions “we”, “us” and “our” refer to the carpet cleaning service provider, and “you” or “customer” refer to the person or organisation making the booking. References to carpet cleaning services include related treatments that may form part of the work, such as stain pre-treatment, deodorising, fibre-safe spot treatment and light upholstery care where agreed in advance. Nothing in these terms affects your statutory rights under UK consumer law.
We aim to provide a professional and consistent service, but results may vary depending on carpet fibre type, age, previous wear, pre-existing damage, prior cleaning history and environmental conditions. The customer should understand that cleaning is a restorative process rather than a guarantee of complete stain removal or perfect colour restoration. Certain marks, dye transfer, permanent wear patterns or odours may remain even after reasonable treatment. Any estimate, quotation or booking confirmation is based on the information available at the time and may be adjusted if the actual condition of the carpets differs significantly from what was described.
Booking Process
Bookings are accepted subject to availability and to our confirmation. A request for service, whether made by phone, email or any other permitted method, is not a binding agreement until we have confirmed the date, approximate attendance window, scope of work and any relevant price or deposit requirements. The customer must provide accurate information about the premises, including access conditions, parking restrictions, carpet size, fibre type where known, special stains, water supply, electricity availability and any known hazards. If the information supplied is incomplete or incorrect, we may revise the quotation, alter the service plan or decline the booking.
Before the appointment, you must ensure that the areas to be cleaned are reasonably accessible and that fragile items, valuables, small furniture and personal belongings are removed or protected. Where moving furniture is included, only items that can be safely moved by one or two operatives without specialist equipment will usually be handled, unless otherwise agreed. We may ask you to confirm the booking by paying a deposit or by accepting a written quotation. If a deposit is requested, the booking is not secured until the payment has been received and processed. We reserve the right to refuse or cancel a booking if we believe the work cannot be carried out safely, lawfully or to a professional standard.
Access, preparation and service changes
On the day of service, the customer or an authorised adult must be present unless alternative access arrangements have been confirmed in writing. Delays caused by lack of access, missing keys, unprepared rooms, unsuitable parking or disconnected utilities may result in waiting charges or a rescheduled visit. If the customer asks for a material change to the original booking, such as adding extra rooms, changing the property type or requesting additional stain work, we may revise the price and completion time. Any change will be agreed before the extra work begins wherever reasonably possible.
Payments are due in accordance with the quotation or booking confirmation. Unless otherwise stated, payment must be made immediately after completion of the service by the methods we accept at the time of booking. We may also require part-payment in advance for larger jobs, late-evening appointments, commercial contracts or work involving specialist materials. If the customer is acting on behalf of a business or landlord, the person placing the booking confirms that they have authority to enter into the agreement and that they are responsible for payment unless we agree otherwise in writing.
All prices are normally quoted inclusive or exclusive of VAT as clearly stated at the time of quotation. If the applicable VAT status changes because of a legal or accounting requirement, the final invoice will reflect the correct treatment. Any written estimate is based on the scope described and may not include additional charges for parking, congestion, waiting time, emergency call-outs, heavy furniture movement, severe soiling, excessive pet contamination, additional treatment products or extra labour requested on site. Where extra charges apply, we will explain them before proceeding.
Late or failed payment may result in recovery action. If a payment method is declined, reversed or otherwise not completed, we may charge reasonable administration costs incurred in recovering the balance, to the extent permitted by law. Title to any goods supplied as part of the service, where applicable, remains with us until full payment is received. Nothing in these terms limits your rights to dispute a genuinely incorrect charge in good faith.
Cancellations, Rescheduling and Delays
The customer may cancel or reschedule a booking by giving reasonable notice. If notice is provided sufficiently in advance, no cancellation charge may apply, subject to any deposit terms already agreed. Where a cancellation is made at short notice, or where our team has already travelled to the property or begun preparations, we may charge a reasonable cancellation fee to cover costs and lost time. Any prepaid deposit may be retained wholly or partly to reflect those losses, provided this is fair and proportionate under applicable law.
We may cancel or reschedule a booking where necessary due to staff illness, unsafe conditions, severe weather, transport disruption, equipment failure, unpaid balances from prior services, or any other event outside our reasonable control. If we need to change an appointment, we will use reasonable efforts to offer an alternative date. We are not liable for inconvenience caused by a delay or reschedule, except where the delay is directly caused by our negligence or breach of contract and where liability cannot lawfully be excluded.
Where a property is not ready for service, access is denied, or the customer fails to provide the agreed conditions for the work, we may treat the appointment as cancelled by the customer and apply a relevant charge. If the customer requests a delay after arrival, we may, at our discretion, wait for a reasonable period or leave the site and charge a return visit fee if a new appointment is required.
Service Standards and Customer Responsibilities
We will carry out carpet cleaning with reasonable care and skill, using equipment and products selected for the relevant surface and soil condition. The customer should notify us in advance of any fibre sensitivity, colour instability, previous professional treatments, underfloor heating, damaged seams, loose edges, hidden stains, mould, infestations or electrical risks. We may refuse to clean areas that we believe could be damaged by standard cleaning methods or where doing so could be unsafe. If the customer insists on a method that we consider inappropriate, we may decline that part of the work.
The customer is responsible for protecting or removing items that may be affected by moisture, heat, airflow or cleaning chemicals, including electronics, paper documents, musical instruments, ornaments and delicate furnishings. If the customer asks us to move furniture, they accept the risk of pre-existing weakness, instability or concealed defects in those items unless damage is caused by our negligence. We may use protective pads, corner guards or similar measures where appropriate, but these do not guarantee against all marks or movement.
If the service includes stain treatment, odour treatment or stain protection, these are additional processes intended to improve appearance or performance, not to guarantee a permanent outcome. A carpet may still show a shadow, a ring, a faded patch or a residual odour after treatment. The customer acknowledges that some contaminants, such as bleach spots, urine damage, ingrained oils, dye loss or corrosion, may be irreversible. Our staff may provide practical observations about likely results, but any such comment is an estimate based on visible conditions at the time of inspection.
Liability and Limitations
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 be excluded under UK law. Subject to that, we are not responsible for indirect or consequential loss, loss of profit, loss of business, loss of opportunity, emotional distress, or damage arising from pre-existing defects, unsuitable materials or the customer’s failure to follow reasonable preparation instructions. Our total liability for direct loss or damage caused by our breach or negligence will be limited to the amount paid or payable for the relevant service, except where the law requires otherwise.
If damage occurs and is alleged to have been caused by our work, the customer must notify us within a reasonable time and provide a fair opportunity to inspect the affected item or area before any remedial action is taken by a third party. We may request photographs, product labels, purchase details or other relevant evidence. We are not liable for claims that arise because the customer has continued to use a carpet before it is fully dry where aftercare instructions were given. The customer should allow adequate drying time and follow any ventilation or protection advice provided at the end of the service.
We will not be liable for damage caused by hidden pre-existing faults, ordinary wear and tear, manufacturing defects, non-colourfast materials, loose dye, fibre breakdown, improper prior cleaning, poor installation, pet urine saturation, water damage, mould, pest activity or any condition that was reasonably outside our control. Where a complaint is upheld, our liability may be limited to re-cleaning the relevant area, offering a reasonable price adjustment or making a proportionate repair contribution, depending on the circumstances and the extent of the issue.
Waste regulations and environmental handling form part of our operating standards. We will dispose of waste generated directly by our service, such as collected debris, used consumables and small quantities of contaminated material, in line with applicable UK waste and environmental requirements. Where special disposal arrangements are needed because of hazardous, biological or heavily contaminated waste, we may decline the work or charge an additional fee to cover lawful handling. The customer remains responsible for the removal of any household waste, prohibited items or pre-existing refuse that is not created by our cleaning activity unless we agree otherwise in writing.
We may use cleaning agents that are commercially suitable for the task and approved for professional use, but we do not guarantee that any specific product is free from all possible reactions with older carpets, dyes or finishes. The customer should keep children and pets away from treated areas until they are safe to re-enter according to the guidance given. If the customer requests environmentally preferred products, we will try to accommodate the request where practical, but performance, material suitability and stock availability may affect what can be used.
Any items found at the property that appear to be abandoned, contaminated or unsafe will be handled cautiously and, where necessary, left untouched or reported to the customer. We do not transport or dispose of controlled waste, sharp objects, bodily fluids, needles, asbestos, unknown chemicals or other regulated materials unless we have the correct authorisation, training and disposal arrangements. The customer warrants that the premises do not contain such materials in the work area unless disclosed in advance.
Complaints, Force Majeure and General Provisions
If you are dissatisfied with any aspect of the service, you should notify us as soon as reasonably possible and allow us an opportunity to investigate and, where appropriate, remedy the issue. Any complaint should be made in a fair and detailed manner, describing the carpet area, the issue observed and any relevant circumstances. This does not affect your rights under consumer law. We may ask for reasonable evidence and may propose a re-attendance, partial refund or other suitable resolution where justified.
We are not liable for failure or delay in performing our obligations where the failure results from events beyond our reasonable control, including but not limited to fire, flood, storm, strike action, epidemic restrictions, transport disruption, power failure, civil disturbance or acts of third parties. In such cases, our obligations will be suspended for the duration of the event and we will use reasonable efforts to resume the service as soon as practical.
If any part of these Terms and Conditions is found to be unlawful, invalid or unenforceable, the remaining provisions will continue in full force and effect. No waiver of any term will operate as a waiver of any later breach. Any variation to these terms must be agreed in writing by both parties. These terms, together with the quotation or booking confirmation, form the entire agreement between the customer and the carpet cleaning provider for the relevant service.
Governing Law
These Terms and Conditions are governed by and interpreted in accordance with the laws of England and Wales. Any dispute, claim or matter arising from or connected with the service, including non-contractual disputes or claims, will be subject to the jurisdiction of the courts of England and Wales. The contract is drafted for use as a UK service legal page and should be read consistently with applicable consumer, contract, payment and waste legislation.
By making a booking with Carpet Cleaners SW1, you confirm that you have read, understood and agreed to these Terms and Conditions.
