Terms and Conditions for Carpet Cleaners SE13
These Terms and Conditions set out the basis on which carpet cleaning services are provided by Carpet Cleaners SE13 and apply to all domestic and commercial bookings unless otherwise agreed in writing. By making a booking, the customer confirms that they have read, understood and accepted these terms. The purpose of this page is to explain how the service is booked, how payments are handled, what happens if a booking is changed or cancelled, and how liability is limited under UK law. These terms should be read together with any quotation, confirmation message, or service notes issued before the appointment.
For the purposes of these terms, “we”, “us”, and “our” refer to the carpet cleaning service provider, and “you” or “the customer” refer to the person requesting the service or the person responsible for payment. References to carpet cleaning, upholstery cleaning, rug treatment, or similar services may be included where applicable, but all services remain subject to inspection and the condition of the materials being cleaned. These terms are designed to be clear, fair, and consistent with UK consumer law.
If any part of these Terms and Conditions is found to be unlawful or unenforceable, the remaining provisions will continue in full force. Any waiver of a right under these terms will only be valid if given in writing. We may update these terms from time to time, and the version in force at the time of booking will apply unless a change is required by law or agreed otherwise. The customer is responsible for ensuring that all information supplied during booking is accurate and complete, including access details, parking arrangements, and any relevant material or cleaning concerns.
1. Booking Process
A booking is only considered confirmed once we have accepted the request and provided a confirmation in writing, by email, text message, or another recorded method. The customer may request a carpet cleaning service by providing the property address, the type and size of items to be cleaned, preferred date and time, and any specific stains, odours, or treatment requirements. A quotation may be based on the information supplied and may be adjusted if the actual service conditions differ materially from those described at the time of booking.
We reserve the right to refuse or decline any booking at our discretion, including where the requested service is outside our operating capacity, where safety concerns exist, or where access is not reasonably available. Any estimated arrival time is approximate and may vary due to traffic, weather, emergency jobs, or other operational issues. While every effort is made to attend punctually, we do not guarantee exact arrival times unless expressly stated in the confirmation.
It is the customer’s responsibility to ensure that the service area is ready for cleaning before arrival. This includes, where appropriate, moving personal items, securing pets, and advising us of fragile objects, electrical hazards, weakened carpets, pre-existing damage, or special surface treatments. If we determine upon arrival that the area is unsuitable or unsafe for cleaning, we may postpone the service, charge a call-out fee, or modify the scope of work. The customer should also ensure that an authorised person is present to approve the work and, where required, sign off completion.
2. Service Scope and Customer Responsibilities
The service will be carried out with reasonable skill and care, using equipment and methods considered suitable for the type of carpet, fabric, or surface presented. However, the customer acknowledges that not every stain, mark, or odour can be completely removed. Results may vary depending on age, fibre type, prior treatment, wear, manufacturing defects, and hidden contamination. We do not guarantee restoration to a new or original condition.
The customer must disclose, before the work begins, any known issues that may affect the service, including colour loss, water damage, pet urine, moth damage, prior cleaning attempts, underlay problems, adhesive failures, or loose seams. If such conditions are not disclosed and become apparent during cleaning, we may pause work or amend the method used. Where the customer instructs us to proceed despite our recommendations, the customer accepts the associated risk to the extent permitted by law.
The customer agrees to provide safe access to the premises, suitable working space, and access to water and electricity unless we have agreed otherwise. If access is delayed or unavailable, or if the service cannot begin due to an issue within the customer’s control, any waiting time, additional visits, or aborted attendance may be charged. We may also need to refuse to lift furniture, move heavy items, or handle delicate objects unless specifically agreed in advance. Any items moved by us are done so at the customer’s request and at the customer’s risk, except where loss or damage results from our negligence.
3. Payments, Deposits, and Charges
Payment terms will be stated in the quotation or confirmation. Unless otherwise agreed, payment is due on the day the service is completed. We may request a deposit, part payment, or pre-authorisation before the appointment, particularly for larger jobs, repeat cancellations, or commercial bookings. Deposits may be used to secure the date and offset administrative or travel costs. Where a deposit is required, the booking may not be treated as firm until it has been received.
All prices are stated in pounds sterling and may be inclusive or exclusive of VAT depending on our business status and the wording of the quotation. Any additional charges will be explained where reasonably possible before they are incurred. Such charges may include parking fees, congestion charges, access issues, stain treatment upgrades, out-of-hours attendance, re-visits at the customer’s request, or the treatment of areas not included in the original estimate. If the job changes materially after the appointment begins, we may revise the price accordingly.
Unless otherwise agreed, payment must be made immediately upon completion by the methods accepted at the time of booking. If payment is made by bank transfer, the customer must ensure cleared funds are received within the stated period. We reserve the right to withhold completion notes, receipts, or any optional aftercare documents until payment is settled in full. Late payment may result in additional recovery costs, interest, or administrative charges where permitted by law and where those costs are reasonably incurred.
4. Cancellations, Rescheduling, and No-Access Charges
The customer may cancel or reschedule a booking by giving notice as early as possible. If sufficient notice is provided, we will try to offer an alternative appointment subject to availability. For standard residential bookings, cancellations made with reasonable notice may not incur a charge, but where a deposit has been taken, the treatment of that deposit will depend on the timing of the cancellation and any non-recoverable costs already incurred. For bespoke, urgent, or commercial work, different cancellation terms may apply and should be confirmed in writing.
If the customer cancels at short notice, fails to provide access, refuses entry, or is not present when attendance is required, we may charge a cancellation fee or full call-out fee to cover lost time, travel, and scheduling disruption. Where the technician has already arrived on site, the charge may reflect the full or partial cost of the appointment even if cleaning does not commence. We are not responsible for any indirect loss caused by a cancellation, including missed deadlines, business interruption, or inconvenience, except where such loss arises from our negligence or breach of duty.
We may reschedule or cancel a booking ourselves where necessary due to illness, vehicle breakdown, severe weather, equipment failure, safety concerns, or any event beyond our reasonable control. In such cases, we will endeavour to provide notice and arrange a new appointment. Our liability in these circumstances is limited to the value of the service not performed, and we will not be responsible for consequential losses, unless liability cannot lawfully be excluded. Customers are encouraged not to move furniture back into the area until the surface has dried sufficiently and the service has been completed or confirmed.
5. Liability and Limitations
We will carry out all services with reasonable care and skill. If we fail to do so, we may, at our option, re-perform the service, provide a partial refund, or take other reasonable remedial action. This is subject to inspection and the availability of access. 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.
Where any carpet, rug, or fabric item is old, damaged, poorly maintained, incorrectly installed, or inherently unstable, there is an increased risk of shrinkage, colour transfer, pile distortion, seam separation, backing failure, or browning. We will use reasonable care to avoid such issues, but we cannot accept responsibility for damage caused by the item’s pre-existing condition, hidden defects, manufacturer limitations, or improper prior treatment, provided we have not been negligent. Customers should notify us of any concerns before work starts, especially where the item is delicate, antique, handmade, or of high value.
We are not liable for loss or damage to items left on floors, under furniture, or in the service area unless such loss is directly caused by our negligence. Customers should remove small valuables, documents, jewellery, electronics, and fragile objects before attendance. We will not be liable for indirect or consequential losses, including business interruption, loss of profits, inconvenience, or emotional distress, except where such exclusion is prohibited by law. Any claim must be made promptly and supported by reasonable evidence, including photographs where available.
6. Waste Regulations, Disposal, and Environmental Compliance
We operate in accordance with applicable UK waste and environmental rules. Cleaning waste, dirty extraction water, used filters, packaging, and other residues generated by the service will be handled responsibly and, where relevant, disposed of in a lawful manner. We will not knowingly discharge waste in a way that breaches drainage, environmental, or local authority requirements. The customer must also ensure that any site-specific disposal restrictions, building rules, or landlord requirements are disclosed in advance if they may affect the service.
The customer must not ask us to dispose of prohibited waste, hazardous materials, sharp objects, biohazards, asbestos-related debris, or other controlled substances as part of a standard carpet cleaning appointment. If such materials are discovered, we may suspend work immediately and seek further instructions. Any additional handling, specialist disposal, or contamination measures may be charged separately and may require refusal of service if safe disposal cannot be arranged. We may decline to use drains, sinks, or external outlets where doing so would be unsafe or unlawful.
Where we remove waste or packaging created solely in connection with the service, we may do so at our discretion and in line with our operational procedures. The customer remains responsible for the lawful disposal of household items, old furnishings, and any waste unrelated to the cleaning task unless we have expressly agreed to remove them. The customer confirms that the premises are suitable for waste handling and that no instruction will be given that would require us to breach applicable waste management or environmental legislation.
7. Complaints, Aftercare, and Re-Service Requests
If the customer has a concern about the service, they should notify us as soon as reasonably possible and provide details of the issue. We may ask for photographs, a description of the affected area, and information about any cleaning products or foot traffic after the service. In many cases, concerns can be resolved by an inspection or a targeted re-treatment, provided the issue is reported within a reasonable timeframe and the carpet has been used in a normal manner after cleaning.
Staining that reappears due to wicking, residue, or pre-existing contamination may require follow-up treatment and does not automatically indicate poor workmanship. Similarly, odour reduction may improve but not eliminate smells caused by sources beneath the surface, within the underlay, or from structural damp. We will not be responsible for deterioration caused by post-cleaning use, rapid re-soiling, inadequate ventilation, furniture being replaced too soon, or exposure to moisture after completion. Customers should follow any reasonable drying or aftercare advice given at the time of service.
If a complaint is upheld, our sole obligation may be to re-attend and address the issue to the extent reasonably possible. Any remedy will be limited to the original service area and will not include unrelated rooms, items, or subsequent damage. A refund will only be considered where re-performance is not reasonable or would not provide an appropriate remedy. These limitations do not affect statutory rights under the Consumer Rights Act 2015 or other applicable consumer protection legislation.
8. Governing Law and General Provisions
These Terms and Conditions and any dispute or claim arising from them shall be governed by and interpreted in accordance with the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction, except where the customer is a resident of Scotland or Northern Ireland and mandatory consumer law gives them a different right of action. Nothing in these terms is intended to reduce rights that cannot be excluded under statute.
Any delay or failure by us to enforce a right under these terms shall not be treated as a waiver of that right. Headings are included for convenience only and do not affect interpretation. If a term is found invalid or unenforceable, it will be severed to the minimum extent necessary, and the remainder of the terms will continue to apply. These terms represent the entire agreement between the customer and the service provider in relation to the booking, unless another written agreement expressly states otherwise.
The customer confirms that they have authority to request the service, that the information provided is true and accurate, and that they will cooperate with reasonable instructions required to carry out the work safely. By proceeding with a booking, the customer accepts these conditions as the basis of the contract for professional carpet cleaners SE13 services, including any related cleaning, treatment, inspection, and completion steps agreed between the parties.
