Terms and Conditions for Carpet Cleaning Services

These Terms and Conditions apply to all carpet cleaning services provided by the Company to customers in the United Kingdom. By making a booking, confirming an appointment, or allowing work to begin, the customer agrees to be bound by these terms. These conditions are intended to set out the basis on which we provide our services, including the booking process, payment requirements, cancellation rules, liability limits, waste handling obligations, and the law that applies to the contract. They are written for a general carpet cleaning Kingston upon Thames service context, but they apply equally to other locations unless stated otherwise.

For the purposes of these terms, references to “we”, “us”, and “our” mean the service provider, and “you” or “the customer” means the person, business, landlord, letting agent, or representative who places the booking. If the person who makes the booking is acting on behalf of another party, that person confirms they have authority to accept these terms on that party’s behalf. The customer is responsible for ensuring that the information given at the time of booking is accurate and complete.

These terms are intended to support a clear, fair, and professional service relationship. They do not affect any rights you may have under UK consumer law. Nothing in these terms is intended to exclude or limit liability where it would be unlawful to do so.

1. Booking Process

A booking is only confirmed when we have accepted your request and, where required, received any deposit or other advance payment. Quotes may be provided based on the information available at the time, including the size of the area, the type of fibres, the condition of the carpets, the level of soiling, access arrangements, and any specialist treatment requested. A quote is not a fixed offer unless we expressly state that it is binding for a specified period.

When arranging a carpet cleaning service, you agree to provide accurate details about the premises and the work required. This includes informing us of any stains, odours, pet treatment needs, pre-existing damage, fragile materials, insurance restrictions, parking limitations, and any health or safety issues that may affect the work. If the information supplied is incomplete or inaccurate, we reserve the right to adjust the price, amend the service, or decline to proceed if the service cannot be carried out safely or effectively.

2. Service Delivery

We will make reasonable efforts to arrive within the agreed time window, but all times are estimates unless specifically confirmed as fixed. Delays may occur due to traffic, weather, equipment issues, or earlier jobs taking longer than expected. If a delay occurs, we will aim to notify you as soon as reasonably practicable. The customer must ensure that access is available at the agreed time and that the work area is ready for cleaning.

Before work begins, you may be asked to confirm the areas to be cleaned, the expected method, and any special instructions. We may refuse to clean certain areas or materials if we believe doing so would cause damage or produce an unsatisfactory result. Where necessary, we may carry out a pre-inspection and note existing marks, wear, or damage. Natural wear, flattening, shading, and permanent staining cannot always be removed completely and are not guaranteed to be eliminated by a standard carpet cleaning Kingston upon Thames appointment.

If the premises are not safely accessible, if suitable water or electricity is unavailable, or if the condition of the carpets is materially different from what was described, we may postpone the appointment or charge an additional fee where extra time, labour, or materials are required. Any changes to the agreed service should be confirmed as soon as possible.

3. Payments

Unless agreed otherwise in writing, payment is due immediately upon completion of the service. For some bookings, we may request a deposit, pre-authorisation, or full advance payment. We accept payment by the methods we make available from time to time, and any applicable processing fees or bank charges remain your responsibility unless we state otherwise.

All prices are stated in pounds sterling unless otherwise indicated. If VAT is chargeable, it will be added at the applicable rate. If the service requested changes during the appointment, or if extra work is required due to circumstances not disclosed at the time of booking, we may revise the price accordingly. This may include additional charges for stain treatment, extra rooms, heavily soiled areas, difficult access, or the need for specialist equipment.

Where payment is not made on time, we may suspend further services, charge reasonable recovery costs where permitted by law, and/or refer the debt for collection. We reserve the right to charge interest on overdue sums at the statutory rate where allowed. In the case of business customers, late payment may also attract statutory compensation and fixed charges under the Late Payment of Commercial Debts legislation.

4. Cancellations and Rescheduling

You may cancel or reschedule a booking by giving reasonable notice. If you cancel with at least 48 hours’ notice, no cancellation fee will normally apply unless we have incurred non-recoverable costs or expressly agreed special arrangements. If you cancel with less notice, or if we are unable to carry out the work because access is not provided, you may be charged a cancellation or wasted visit fee to cover lost time and expenses.

Where a deposit has been paid, its refundability will depend on the notice given and on any costs already incurred. Deposits may be retained in whole or in part where this is reasonable and lawful. If we need to cancel or reschedule the appointment, we will provide notice as soon as reasonably possible and offer an alternative date. We are not responsible for indirect losses caused by a rescheduled appointment, provided the delay is not due to our negligence or deliberate misconduct.

For recurring or commercial carpet cleaning services, separate cancellation arrangements may be agreed in writing. If so, those arrangements will take priority over this general policy.

5. Customer Responsibilities

You are responsible for ensuring that the premises are reasonably prepared for cleaning. This includes removing small personal items, fragile objects, and valuables from the area to be cleaned, securing pets, and ensuring that children and occupants are kept away from wet or drying surfaces. You should also disclose any known allergies, sensitivities, or special considerations that may affect the use of cleaning products.

We may move light furniture as part of the service if this has been agreed in advance, but we are not obliged to move heavy, fixed, hazardous, or high-value items. If furniture is moved with your permission, we are not liable for pre-existing weakness, instability, hidden damage, or items that are unsuitable for relocation. The customer accepts that some items may not be returned to exactly their original position unless this is specifically agreed.

You must ensure that any electrical, plumbing, or building issues that could affect the service are disclosed before work begins. If work must stop because of unsafe conditions, poor access, or undisclosed hazards, you may still be charged for time already spent and materials used.

6. Liability and Limitations

We will exercise reasonable skill and care in providing the service. If we cause direct loss or damage through negligence, our liability will be limited to the reasonable cost of repair, replacement, or re-cleaning, as appropriate and subject to proof. We do not accept responsibility for pre-existing damage, wear and tear, colour fading, shrinkage caused by unsuitable materials, or damage arising from hidden defects in carpets, underlays, flooring, or surrounding structures.

Where stains are permanent, fibre damage exists, or previous cleaning attempts have altered the condition of the carpet, we cannot guarantee complete removal of marks or restoration of appearance. Results depend on material type, age, maintenance history, previous treatments, and environmental conditions. Any descriptions of likely results are estimates only and should not be treated as guarantees. A carpet cleaning Kingston upon Thames appointment is designed to improve the condition of the carpet, but not every item can be restored to a like-new state.

We will not be liable for indirect or consequential loss, loss of profit, loss of business, or loss of opportunity, except where such exclusion is not permitted by law. Nothing in these terms limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be excluded.

7. Waste Regulations and Environmental Handling

We aim to carry out our services in compliance with applicable UK environmental and waste regulations. Any waste generated during the service, such as used cloths, vacuumed debris, spent packaging, or residual waste from cleaning materials, will be handled responsibly. Where the service involves removal of waste from the customer’s premises, we will dispose of it only in accordance with relevant legal requirements and accepted environmental practices.

The customer must disclose any substances or materials that may be hazardous, contaminated, or subject to special disposal obligations, including but not limited to bodily fluids, mould, chemicals, biohazards, asbestos-related materials, or pest-related contamination. We may refuse to handle or remove items that present a risk to health, safety, or regulatory compliance. If such items are discovered during the service, we may suspend the work immediately and advise that specialist contractors are required.

Cleaning solutions and waste water will be managed with care, but the customer remains responsible for ensuring that drains, surfaces, and disposal points are suitable for the intended use. We are not liable for damage caused by defective plumbing, blocked drains, or inadequate drainage infrastructure. The customer agrees not to instruct us to dispose of any waste unlawfully or in a manner inconsistent with applicable waste controls.

8. Complaints and Re-Cleaning Requests

If you are dissatisfied with any aspect of the service, you should notify us within a reasonable time after completion. We may ask for photographs or other information so that we can assess the issue properly. Where appropriate, and at our discretion, we may offer a re-clean or other remedial action if the complaint relates to workmanship and if the carpets have not been used, re-soiled, or altered after the service was completed.

We will not normally offer a re-clean where the issue results from pre-existing damage, material limitations, unrealistic expectations, or factors outside our control. Complaints relating to payment disputes, access issues, or service changes should be raised promptly so they can be reviewed efficiently. Nothing in this section affects your statutory rights.

9. Variation of Terms We may update these terms 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 apply to that booking unless otherwise agreed in writing. If any part of these terms is found to be unenforceable, the remaining provisions will continue in effect.

10. Governing Law and Jurisdiction

These terms, and any dispute or claim arising out of or in connection with them, are governed by the laws of England and Wales. The courts of England and Wales will have exclusive jurisdiction, except that if you are a consumer resident in Scotland or Northern Ireland, you may also have the benefit of mandatory protections and rights available under your local law.

By proceeding with a booking for carpet cleaning Kingston upon Thames or any other carpet cleaning service, you confirm that you have read and understood these Terms and Conditions and agree to be bound by them. If you do not agree, you should not proceed with the booking or allow the service to commence. We recommend that you keep a copy of these terms for your records.