Carshalton Carpet Cleaners Terms and Conditions

These Terms and Conditions set out the basis on which Carshalton Carpet Cleaners provides domestic and commercial cleaning services to customers in the United Kingdom. By making a booking, the customer agrees to be bound by these terms. Please read them carefully before confirming any appointment for carpet cleaning services, upholstery work, stain treatment, or any related cleaning service.

In these Terms and Conditions, references to "we", "us", and "our" mean Carshalton Carpet Cleaners, and references to "you" or "the customer" mean the person requesting or receiving the service. These terms apply to every booking unless we agree otherwise in writing. They are intended to create a clear understanding of how our carpet cleaning services are booked, delivered, paid for, cancelled, and limited in law.

If any part of these Terms and Conditions is found to be invalid or unenforceable, the remaining provisions will continue to apply. Nothing in these terms affects your statutory rights as a consumer under UK law. We may update these terms from time to time, and the version in force at the time of booking will apply to that service unless a change is required by law.

By requesting a quotation, making a booking, or allowing our operatives to begin work, you confirm that you have read and accepted these terms. If you are booking on behalf of another person or business, you confirm that you have authority to do so. We recommend that customers review these terms alongside any written quotation or job confirmation so that expectations about the carpet cleaning appointment are clear.

1. Booking process

Bookings may be made by telephone, email, online form, or any other method we make available from time to time. A booking is only confirmed when we have accepted the requested service and provided confirmation in writing, including by email or message where applicable. An estimate alone does not guarantee availability. Any booking request should include accurate information about the property, access, parking, item type, approximate floor area, and any known issues such as staining, pets, dampness, or fragile materials.

We may ask for photographs, additional details, or a site visit before confirming the work where this is necessary to assess the job properly. The customer is responsible for ensuring that the information supplied is complete and correct. If the actual condition of the premises differs from the information provided, we may revise the price, adjust the scope of work, or decline to proceed if the service cannot be delivered safely or effectively.

2. Service scope and customer responsibilities

The exact scope of our Carshalton carpet cleaning service will be as described in the quotation or booking confirmation. This may include carpet and rug cleaning, upholstery cleaning, stain removal, deodorising, or other agreed treatments. We do not guarantee the removal of all stains, marks, odours, or wear, especially where fibres are permanently damaged, colour is unstable, or previous cleaning products have affected the material. Results depend on fabric type, age, condition, and prior treatment.

The customer must move small and valuable items, fragile decorations, and personal possessions before our arrival unless we have expressly agreed to assist. We may, at our discretion, move light furniture to access the treatment area, but we are under no obligation to move heavy, fixed, or hazardous items. Any area to be cleaned must be reasonably accessible, with suitable water, electricity, and working conditions available where required.

You must notify us in advance of any health and safety concerns, including but not limited to asbestos, mould, infestations, loose wiring, structural issues, or any substances that could present a risk to personnel or equipment. We reserve the right to refuse or stop work where continuing would be unsafe, unlawful, or likely to damage property. If we stop work for safety reasons caused by the condition of the premises, our charges may still apply for time spent and resources used.

3. Payments

Prices are usually provided as estimates or quotations based on the information available at the time. Unless stated otherwise, quotations are valid for a limited period and may be revised if the scope of work changes. Payment terms will be confirmed in advance and may require payment on completion, prior payment, or a deposit for larger or recurring jobs. Where a deposit is requested, the booking may not be secured until the deposit is received.

Unless we agree otherwise, payment is due immediately upon completion of the work. We accept the methods of payment communicated at the time of booking or invoicing. If payment is not made when due, we reserve the right to charge reasonable recovery costs and, where permitted by law, interest on overdue sums. Any disputes about an invoice must be raised promptly and in good faith, and undisputed amounts should still be paid on time.

Any additional charges arising from extra work, difficult access, unusually soiled items, parking restrictions, waiting time, repeated visits requested by the customer, or unexpected changes to the booking may be added to the final invoice where reasonable and properly explained. We will not make hidden charges, but the customer agrees that a carpet cleaner may need to adapt the work where the condition of the property differs materially from the original description.

4. Cancellations, rescheduling, and missed appointments

You may cancel or reschedule a confirmed booking by giving us reasonable notice. If cancellation occurs within the notice period set out in your booking confirmation, no charge may apply. However, if cancellation is made at short notice, if access is denied, or if we are unable to complete the work because the customer is not present and has not arranged suitable access, we may charge a cancellation fee or the full quoted call-out where reasonable.

Where we need to reschedule due to illness, equipment failure, traffic disruption, weather conditions, or other events beyond our control, we will try to offer a new appointment at the earliest practical time. We are not liable for any inconvenience caused by a reasonable rescheduling, provided we act with due care and keep the customer informed. If you need to amend the service requirements on the day, this may affect price, duration, or availability.

If you repeatedly fail to provide access, make late changes, or cancel after we have already travelled to the property, we may decline future bookings. This is to protect scheduling efficiency and the fair allocation of resources. Any refundable deposits will be handled in accordance with the cancellation terms communicated at the time of booking and applicable UK consumer law.

5. Liability and limitations

We will exercise reasonable care and skill in delivering our carpet cleaning services. However, our liability is limited to loss or damage caused by our negligence, breach of contract, or failure to meet legal obligations that cannot be excluded. We are not responsible for pre-existing damage, hidden defects, poor condition, colour fade, shrinkage caused by unsuitable materials, or damage arising from inaccurate information supplied by the customer.

In particular, the customer accepts that some materials are delicate or unsuitable for wet cleaning or chemical treatment. Where a carpet, rug, sofa, or other surface is at risk due to fibre type, backing, dye stability, or age, we may decline to proceed or may require written acknowledgement before continuing. Our cleaning methods are selected to be appropriate, but results can vary, and no guarantee is made that every mark will be removed.

The customer should remove or disclose any items that may be damaged by moisture, agitation, or cleaning solutions. We are not liable for damage to items left in the treatment area unless caused directly by our negligence. To the fullest extent permitted by law, our total liability for any claim relating to a specific service will not exceed the amount paid for that service, except where a higher limit is required by law.

Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other matter that cannot lawfully be excluded under UK law. Any claim must be notified to us as soon as reasonably possible after the issue is discovered, and the customer must allow us a fair opportunity to inspect the matter before any remedial action is taken by another party.

6. Waste regulations and disposal

We operate in accordance with applicable UK waste and environmental regulations. Waste generated during the delivery of our services, such as used cloths, disposable materials, packaging, and minor residues removed during cleaning, will be handled responsibly and disposed of in a lawful manner. Where waste collection or disposal is required as part of the service, the customer agrees that this may be charged separately if not already included in the quotation.

The customer must not ask us to remove or transport hazardous waste, contaminated materials, prohibited substances, or items requiring special licensing unless this has been expressly agreed in writing and we are legally authorised to do so. If we discover waste or contamination that falls outside ordinary cleaning work, we may suspend the service and advise that specialist handling is required. We do not accept responsibility for pre-existing waste issues at the property.

Any liquid waste, cleaning residue, or removed debris will be managed using methods appropriate to the service and in line with environmental obligations. The customer must ensure that drains, waste points, and disposal areas are suitable for use where relevant. We will not discharge or dispose of substances in a manner that would breach environmental, health, or safety laws, and we reserve the right to refuse instructions that would require us to act unlawfully.

7. Access, property condition, and third parties

The customer is responsible for providing safe and timely access to the property and for ensuring that any third parties, tenants, landlords, managing agents, or building managers have given the necessary permission for the service to proceed. If access is delayed or restricted, waiting time may be charged. We are entitled to rely on the customer’s authority to permit the work to take place and accept no responsibility for disputes between the customer and any third party regarding permission or use of the premises.

We may take reasonable measures to protect the working area, but the customer remains responsible for ensuring that the property is in a suitable condition for cleaning. This includes advising us of delicate surfaces, loose fittings, unstable furniture, or areas that should not be touched. Any special instructions must be provided before the appointment so that we can assess whether they can be followed safely and practically.

8. Complaints and remedial work

If you are dissatisfied with any aspect of the service, you should notify us within a reasonable time after completion and before arranging for a third party to intervene. We may ask for photographs, a description of the issue, or an opportunity to inspect the area. Where a valid complaint relates to our workmanship, we may choose to return and attempt a reasonable remedy. This is the usual first step before any claim for compensation is considered.

We will not be responsible for issues arising from normal wear and tear, pre-existing conditions, or the limitations of the material being cleaned. If the issue was caused by circumstances outside our control, no remedial duty will arise. The customer agrees to cooperate with any reasonable investigation or inspection so that the matter can be resolved fairly and efficiently.

9. Governing law and jurisdiction

These Terms and Conditions, and any dispute or claim arising from them 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 where the law requires otherwise. If the customer lives in Scotland or Northern Ireland, any mandatory consumer protections of the relevant jurisdiction will remain unaffected where applicable.

By confirming a booking with Carshalton Carpet Cleaners, you acknowledge that you have read, understood, and agreed to these Terms and Conditions. They are designed to create a fair and practical framework for our carpet cleaning company and for customers who want a clear, lawful, and transparent service arrangement. If any specific booking terms conflict with these general terms, the booking-specific terms will apply to the extent of that conflict.

These Terms and Conditions are intended to support professional service delivery while preserving customer rights under applicable UK law. They should be read as a whole, and no waiver of any term will be effective unless confirmed by us in writing. For the avoidance of doubt, acceptance of a quotation or appointment confirms acceptance of these terms for the relevant service.