Terms and Conditions for Carpet Cleaners SE5

These Terms and Conditions set out the basis on which Carpet Cleaners SE5 provides domestic and commercial cleaning services. By making a booking, confirming an appointment, or allowing our team to begin work, you agree to be bound by the terms below. Please read them carefully before arranging any carpet cleaning service, upholstery treatment, stain removal, or related cleaning work.

We aim to provide a clear, fair, and practical agreement for every customer. These terms cover the booking process, payments, cancellations, liability, waste handling, and the law that applies to our services. They are intended to protect both you and us, while helping ensure the cleaning appointment runs smoothly and efficiently.

For the purposes of these terms, references to “we”, “us”, and “our” mean the service provider operating under the name Carpet Cleaners SE5. References to “you” and “your” mean the customer, client, tenant, landlord, managing agent, or other person who books or authorises the service. Where another person places the booking on your behalf, you remain responsible for ensuring that all relevant information is accurate and that access is properly arranged.

1. Booking Process

All appointments are subject to availability and acceptance by us. A booking request may be made by any approved method offered at the time, and the booking is only confirmed when we have accepted it and provided a date, time window, or other written or verbal confirmation. We may ask for information about the property, the type of carpet or fabric, the level of soiling, access arrangements, parking restrictions, water supply, and any pre-existing damage that may affect the cleaning work.

It is your responsibility to ensure that all information given at the time of booking is complete and accurate. This includes the number and size of rooms, whether heavy furniture needs moving, whether special treatments are required, and whether there are pets, children, or vulnerable occupants who may need to avoid the work area. If the information you provide changes before the appointment, you must tell us as soon as possible so we can assess whether the original booking remains suitable.

We may refuse, reschedule, or cancel a booking if the property conditions differ materially from what was described, if access is not reasonably available, or if the requested service is unsafe, unsuitable, or outside our normal scope. Examples include severe contamination, infestations, excessive mould, flood damage, or items that require specialist restoration rather than standard carpet cleaning. If a visit is required to assess the work before service, any assessment fees will be explained in advance where applicable.

Where a time window is provided, it is an estimate rather than a guarantee. We will take reasonable steps to arrive within the agreed period, but delays may occur due to traffic, previous appointments running over, weather, or circumstances beyond our control. If we anticipate a significant delay, we will try to inform you and agree an alternative time. We are not liable for any indirect loss resulting from ordinary scheduling delays, provided we have acted reasonably.

If you are booking on behalf of a landlord, tenant, agent, or business, you confirm that you have the authority to instruct the work and that any charges, cancellation costs, or additional fees may be recovered from you if the person on site does not cooperate with the appointment. The person receiving the service should ensure the property is ready for cleaning, including removing fragile items, securing valuables, and providing safe access to the areas to be cleaned.

2. Prices and Payments

Prices are normally quoted based on the information supplied before the appointment and may be subject to change if the actual conditions differ from the description provided. Any quote given is based on the work requested and the assumptions made at that time. If, when we arrive, the scope of work is greater than expected, or if additional treatments are requested, we may revise the price before continuing. This may apply to deep cleaning, stain treatment, odour treatment, protective applications, or extra rooms and items.

Unless otherwise agreed, payment is due on completion of the service on the same day. We may accept card, bank transfer, cash, or another method agreed in advance. Any invoice issued must be paid in full by the due date shown. If payment is not made on time, we reserve the right to charge reasonable administration costs and statutory interest where allowed by law. Title to any goods supplied in connection with the service, if applicable, remains with us until full payment has been received.

For larger jobs, commercial contracts, or repeat appointments, we may request a deposit or part-payment in advance. Where a deposit is taken, it will be clearly stated at the time of booking. Deposits are usually non-refundable if you cancel late or fail to provide access as agreed, because we reserve time and resources for your appointment. We may also require payment before leaving the premises where the service has been completed and no prior credit arrangement exists.

Any promotional price, estimate, or written quotation remains valid only for the period stated or, if no period is stated, for a reasonable time. Quoted prices may not include all possible extras, such as difficult access, parking fees, extensive furniture moving, specialist stain removal products, or additional labour needed due to unusually poor carpet condition. We will explain any material additional charge before carrying out further work whenever reasonably possible.

3. Cancellations, Postponements, and Missed Appointments

If you wish to cancel or rearrange a booking, please give us as much notice as possible. Cancellations made with sufficient notice may be rearranged without charge, subject to availability. However, where notice is too short to reallocate the time slot, we may charge a cancellation fee to cover reserved labour, travel, and lost work. The exact fee may depend on the timing of the cancellation and the scale of the appointment.

If we arrive at the property and are unable to gain access, cannot safely carry out the service, or are prevented from working because the area has not been prepared as agreed, the appointment may be treated as a late cancellation or failed visit. This includes, for example, no one being present when required, keys not being available, utilities being switched off where needed, or the property being in an unsafe condition. In those circumstances, a call-out or wasted visit charge may apply.

We may also need to cancel or postpone a service due to illness, accident, equipment failure, severe weather, supplier issues, vehicle breakdown, or other events beyond our reasonable control. If this happens, we will try to contact you promptly and arrange a new appointment. Our responsibility in such cases is limited to rescheduling the service or refunding any prepaid amount for work not yet carried out, where appropriate.

4. Customer Responsibilities

You must ensure the areas to be cleaned are reasonably accessible and that our team can work safely. This includes making sure there is suitable access to the property, water, and electricity where required. Where parking or entry restrictions apply, you should tell us in advance and arrange anything necessary to avoid delay. If special permits, permits for loading, or building access arrangements are needed, you are responsible for obtaining them unless we expressly agree otherwise.

You should remove small, fragile, or valuable items before the appointment. We may move light furniture where this is safe and reasonable, but we are not obliged to move heavy, fixed, or fragile items, including pianos, large wardrobes, electronics, or items connected to utilities. If you ask us to move furniture, you accept the risk of minor scuffs, marks, or disruption to existing weak or unstable items unless the damage is caused by our negligence.

You must tell us about any known carpet damage, stains, colour loss, weak seams, prior repairs, moth damage, shrinkage risk, or water sensitivity before work begins. Some carpet cleaning services can improve appearance but cannot restore all marks or defects. Natural fibres, older textiles, or previously treated surfaces may react unpredictably to moisture, heat, or cleaning products. We will use reasonable care, but you accept that certain conditions may limit what can be achieved.

5. Liability and Limitations

We will carry out our services with reasonable skill and care. If we make a mistake that causes direct loss or damage, we will assess the matter fairly and in accordance with applicable law. However, we are not responsible for pre-existing defects, normal wear and tear, hidden weaknesses, colour fading already present before cleaning, or damage caused by incorrect or incomplete information given by you. Where a stain cannot be removed without risking harm to the fabric, we may choose not to attempt further treatment.

To the fullest extent permitted by law, we will not be liable for indirect or consequential loss, loss of profit, loss of opportunity, or business interruption arising from the service. Nothing in these terms limits or excludes liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot legally be limited. Our total liability for any claim relating to a specific service will not exceed the total amount paid or payable for that service, except where the law requires otherwise.

If you believe damage has occurred, you must notify us as soon as reasonably possible and before the area is altered, cleaned again, or repaired by anyone else. Photographs and a clear description of the issue will help us investigate. We may ask to inspect the property or the affected item and may require reasonable evidence of the condition before and after the appointment. Failure to allow inspection may affect any claim.

6. Waste Regulations and Environmental Handling

We operate in line with applicable UK waste and environmental rules. Any waste generated as part of the service, including removed debris, used cleaning materials, or contaminated disposable items, will be handled responsibly. We will dispose of waste only in a lawful and appropriate manner, and we expect customers to support proper waste handling by providing accurate information about hazardous or unusual materials before the job begins.

You must not ask us to remove, handle, or dispose of materials that are dangerous, illegal, or outside our normal service scope unless we have expressly agreed to do so and are legally permitted to do so. This includes, without limitation, asbestos, clinical waste, needles, chemicals, solvents, oil, biohazards, or suspected hazardous substances. If such materials are discovered during the service, we may stop work immediately and leave the area safe as far as reasonably possible. Any additional costs arising from specialist disposal or suspension of work may be charged to you where permitted.

We may use water, detergents, and waste extraction methods that create dirty water or other residue. Unless otherwise agreed, our team is responsible for removing ordinary waste generated by the cleaning process, but not for general household or commercial rubbish unrelated to the service. You remain responsible for ensuring that any pre-existing waste, clutter, or contaminated items are removed or declared in advance. Failure to do so may result in additional charges or cancellation of the appointment.

7. Complaints, Force Majeure, and General Provisions

If you are unhappy with any part of the service, please raise the issue promptly so that we have a fair opportunity to review it. We may ask for photographs, details of the work carried out, and any relevant background information. In some cases, a return visit or partial remedy may be appropriate, but this will depend on the circumstances and on whether the issue was caused by our work or by pre-existing conditions. Any agreement to revisit the property is made without prejudice to our rights under these terms.

We are not responsible for failure to perform or delay in performance caused by events outside our reasonable control, including severe weather, fire, flood, strikes, transport disruption, public emergencies, acts of government, or similar events. If a force majeure event continues for a prolonged period, either party may be entitled to cancel the affected service without liability for further performance, except for payment due for work already completed.

We may update these Terms and Conditions from time to time. The version that applies to your booking is the version in force at the time your booking is confirmed, unless a change is required by law. If any part of these terms is found to be unlawful or unenforceable, the remaining parts will continue to apply. Any waiver of a right on one occasion does not mean that right is waived on future occasions. Carpet Cleaners SE5 may assign or subcontract parts of the service where reasonable to do so, provided the standard of service is maintained.

8. Governing Law

These Terms and Conditions, and any dispute or claim arising from them or from the service provided, are governed by the laws of England and Wales. The courts of England and Wales will have exclusive jurisdiction over any dispute, claim, or matter arising out of or in connection with these terms, unless mandatory consumer law provides otherwise.

By proceeding with a booking for Carpet Cleaners SE5, you confirm that you have read, understood, and agreed to these terms. We recommend keeping a copy for your records. If any clarification is needed before booking, please review the relevant details carefully so that the service can proceed on a fair and agreed basis.