Terms and Conditions for Carpet Cleaners SE3
These Terms and Conditions set out the basis on which carpet cleaning services are provided by Carpet Cleaners SE3 to residential and commercial customers. By making a booking, you agree to be bound by these terms. Please read them carefully before confirming any appointment. They are designed to be clear, fair, and consistent with applicable UK consumer and contract law.
The purpose of this document is to explain how bookings are accepted, how payments are handled, when cancellations may apply, what liability is limited, and how waste is managed during and after a service. These terms apply to all carpet cleaning services in SE3 arranged through our standard booking process, unless we have agreed something different in writing.
These terms should be read together with any written quotation, service description, or order confirmation provided before the appointment. If any part of a quotation differs from these terms, the written quotation will apply only to the extent of that difference. Nothing in these terms affects your statutory rights as a consumer under UK law.
1. Booking Process
Bookings may be made by phone, email, online form, or any other method we may offer from time to time. A booking request is not binding until we have confirmed acceptance and provided a booking reference, date, time window, and an overview of the services to be carried out. We may ask for details such as room sizes, carpet condition, access arrangements, stain types, and whether any special treatments are required.
All bookings are subject to availability and to our ability to carry out the service safely and effectively. We reserve the right to decline a booking where the property, surface, or requested treatment is unsuitable, where there is a risk to equipment, or where we believe the results would be materially affected by factors outside our control. In some cases, we may recommend a different cleaning method, additional time, or a revised quotation.
It is your responsibility to provide accurate and complete information when booking. If the details provided are incorrect or incomplete, the final price, duration, or suitability of the service may change. If the condition of the carpets differs significantly from what was described, we may need to amend the work on site or, where necessary, refuse to proceed with part of the job. Any such decision will be made reasonably and in good faith.
2. Service Scope and Customer Responsibilities
Our carpet cleaning service may include vacuuming, stain pre-treatment, hot water extraction, low-moisture cleaning, spot treatment, deodorising, and other methods appropriate to the fibres and condition of the carpet. The precise service depends on the quotation and the method agreed for the particular booking. We will use reasonable skill and care, but certain marks, wear patterns, and fibre damage may not be fully removable.
You must ensure that the area to be cleaned is reasonably clear and accessible before our arrival. This includes removing small objects, fragile items, and valuables from the floor and surrounding area. We are not responsible for moving heavy furniture unless this has been specifically agreed in advance. Where furniture is moved by us, we may do so only if it can be done safely and without risk of damage.
You must also inform us in advance of any known issues such as delicate flooring, underfloor heating, loose seams, pre-existing damage, water sensitivity, pest activity, or health and safety hazards. If we discover a condition that makes cleaning unsafe or unsuitable, we may pause or stop work and discuss alternative options with you. Any delay caused by missing information or restricted access may affect completion time and pricing.
3. Quotations, Prices, and Payments
Prices may be provided as fixed quotations, estimated charges, or itemised rates depending on the nature of the booking. Where a quotation is based on the information supplied by you, it may be revised if the actual job differs materially from the description given at the time of booking. Additional charges may apply for heavy soiling, stain removal, access difficulties, parking restrictions, urgent appointments, or extra services requested on site.
Unless agreed otherwise, payment is due upon completion of the service. We may accept card payments, bank transfer, cash, or another method stated in the booking confirmation. For some bookings, especially larger commercial or repeat services, we may request a deposit or partial prepayment. Any deposit requested will be disclosed in advance and will be applied against the final invoice where appropriate.
Where an invoice is issued, it must be paid by the due date shown on the invoice. If payment is not received on time, we may charge reasonable late-payment interest and recovery costs where permitted by law. We reserve the right to withhold future services until outstanding amounts are paid. Any dispute about an invoice must be raised promptly and in good faith, but undisputed sums remain payable in accordance with the agreed terms.
All prices are stated in pounds sterling unless otherwise indicated. If VAT applies, this will be shown where required. Promotional pricing, discounts, and special offers may be withdrawn or altered at any time before a booking is confirmed. Once a booking is accepted, the price agreed for that booking will generally remain fixed unless the scope of work changes or additional services are authorised by you.
4. Cancellations, Rescheduling, and Missed Appointments
You may cancel or reschedule a booking by giving reasonable notice. The amount of notice required may vary depending on the size and type of booking, but we will always act fairly and proportionately. If you cancel at very short notice, refuse access, or are not present at the agreed time without prior arrangement, we may charge a cancellation fee to cover lost time and costs.
Where a deposit has been paid, the deposit may be retained in whole or in part if the cancellation is made too close to the appointment time, or if we have already incurred costs in preparing for the service. We will consider each case individually and will not retain more than is reasonably necessary to cover our losses. If we cancel a booking ourselves, you will not be charged for the cancelled service, and any deposit already paid will be refunded unless we offer and you accept an alternative date.
If we are unable to access the property, or if conditions on arrival make it impossible or unsafe to complete the work, the appointment may be treated as a late cancellation or wasted visit. This can include situations where access codes are not working, the property is empty and unsecured, utilities are unavailable where needed, or the area is not ready for cleaning. We may offer to reschedule, but this will depend on availability and may involve further charges if the original visit has already been lost.
5. Liability, Damage, and Limitations
We will carry out all services with reasonable care and skill. If we cause direct loss or damage to your property through proven negligence, we will assess the matter fairly and, where appropriate, offer repair, replacement, or compensation subject to the limits in these terms. You must notify us of any alleged issue as soon as reasonably possible and provide the opportunity to inspect the matter before repairs are made by third parties.
We are not liable for pre-existing damage, hidden defects, structural weakness, colour loss caused by age or sunlight, shrinkage resulting from unsuitable fibres, or deterioration due to pre-existing wear and tear. We are also not responsible for stains, odours, or residues that cannot be fully removed because they have permanently affected the carpet backing or pile. Cleaning results can vary depending on material, age, previous treatment, and the nature of the contamination.
To the fullest extent permitted by law, our total liability for any claim arising out of one booking will not exceed the amount paid or payable for that booking, except where liability cannot lawfully be limited or excluded. 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 under UK law.
You are responsible for securing valuables, removing fragile items, and informing us of any health hazards. We do not accept responsibility for loss or damage to items left in or near the cleaning area where reasonable care was taken. Where pets, children, or other occupants remain present during cleaning, you must supervise them appropriately to avoid accidental harm or interference with equipment.
6. Waste Regulations and Environmental Handling
We aim to carry out all carpet cleaning work in accordance with applicable UK waste management and environmental requirements. Waste generated during cleaning, such as removed soil, minor residues, packaging, used pads, or contaminated disposable materials, will be handled responsibly and disposed of in a lawful manner. We will not knowingly dispose of regulated waste inappropriately or in a way that breaches environmental rules.
If the job involves the removal of items that are classed as waste, we may need to determine whether they can be taken away as part of a normal service or whether specialist disposal arrangements are required. You must tell us in advance if the premises contain any hazardous substances, sharps, biological contamination, or other regulated materials. We may refuse to handle such waste unless we have the correct arrangements, permissions, and equipment.
We may use cleaning solutions and rinse water that are suitable for the task and that comply with relevant safety and environmental standards. You should inform us of any known sensitivities, septic tank considerations, or drainage restrictions before the appointment. Where wastewater must be managed carefully, we will take reasonable steps to minimise environmental impact and to avoid causing blockages, contamination, or damage to drainage systems.
7. Complaints, Service Issues, and Remedies
If you are unhappy with any part of the service, you should let us know as soon as possible so we can assess the issue while the facts are still clear. Some concerns can be resolved quickly through a follow-up visit, adjustment, or explanation. Others may require a more detailed review of the job, the carpet condition, and the information provided at the time of booking.
We may ask for photographs, supporting details, or the opportunity to revisit the property before deciding on a remedy. If a complaint is justified and relates to our workmanship, we will consider the most appropriate remedy, which may include re-cleaning the affected area, a partial refund, or another reasonable solution. Remedies will always be considered in light of the circumstances and the limits of our liability.
Claims relating to a service should be raised within a reasonable time and, where possible, before the carpet is subject to further use, cleaning, or treatment by another contractor. We are not responsible for issues that arise because the carpet has been altered, cleaned again, or repaired by someone else before we have had a chance to investigate the original concern.
8. Force Majeure, Changes, and Governing Law
We will not be liable for delay or failure to perform our obligations where the delay or failure is caused by events beyond our reasonable control. This may include severe weather, fire, flood, transport disruption, industrial action, equipment failure, power outages, public health restrictions, or other unforeseen events. In such cases, we will try to rearrange the booking at the earliest reasonable opportunity.
We may update these Terms and Conditions from time to time to reflect changes in law, business practice, or service arrangements. The version in force at the time of your booking will normally apply to that booking unless a later version is agreed by both parties. If any part of these terms is found to be unlawful or unenforceable, the remaining provisions will continue in full force.
These Terms and Conditions are governed by the laws of England and Wales. Any dispute arising from or relating to the service will be subject to the exclusive jurisdiction of the courts of England and Wales, unless mandatory consumer law provides otherwise. By proceeding with a booking, you confirm that you have read, understood, and agreed to these terms.
