Terms and Conditions for Carpet Cleaning Services

These Terms and Conditions govern the provision of professional carpet cleaning services by Carpetcleaning Sw9 and set out the basis on which bookings are accepted, services are delivered, and payments are made. By requesting a service, confirming a booking, or allowing work to begin, the customer agrees to be bound by these terms. Please read them carefully before making an appointment for carpet cleaning, stain treatment, deodorising, or any related cleaning service.

These terms are intended to provide a fair and transparent framework for both domestic and commercial customers. They apply to all quotations, bookings, and services unless we agree otherwise in writing. Any variation to these terms will only be valid if confirmed by us in a written format. In these terms, references to “we”, “us”, and “our” mean the service provider, and references to “you” and “your” mean the customer receiving the service.

We may update or revise these terms from time to time. The version applicable to your booking will be the one in force at the date your booking is confirmed, unless a later version is required by law or expressly agreed by both parties. If any part of these terms is found to be unlawful or unenforceable, the remaining sections will continue to apply.

1. Booking Process

A booking is only confirmed once the service details, estimated price, date, and any special requirements have been agreed by both parties. Requests for carpet cleaning in SW9 or elsewhere are usually assessed based on the size of the area, the condition of the carpets, access arrangements, and the type of treatment required. We may provide an estimate before the visit, but all quotations are subject to inspection unless otherwise stated.

You are responsible for providing accurate information when making a booking. This includes the number of rooms or carpeted areas, fibre type if known, the presence of stains, pet odours, furniture restrictions, parking limitations, and any known hazards. If the information you provide is incomplete or inaccurate, the price, time required, and suitability of the service may need to be revised on arrival.

We reserve the right to refuse a booking where the work requested is unsuitable, unsafe, or outside the scope of our services. This includes carpets that are excessively damaged, heavily soiled beyond reasonable restoration, or contaminated in a way that may present health or safety concerns. If we believe a different cleaning method is required, we may recommend an alternative approach, but we are not obliged to proceed.

2. Access, Preparation, and On-Site Conditions

You must ensure that we have safe and reasonable access to the property at the agreed time. This includes arranging entry, securing parking where necessary, and making sure the area is suitable for work. If our team cannot gain access, the booking may be treated as a late cancellation and charges may apply. Where keys, codes, or access instructions are provided, you confirm that they are correct and that we may use them for the purpose of completing the service.

Before work begins, you should remove small personal items, valuables, and fragile objects from the areas to be cleaned. We may assist with moving light furniture where agreed in advance, but we are not responsible for moving heavy items, electronics, or items that are fixed, awkward, or hazardous to move. If furniture movement is included, it is subject to reasonable limits and may require a separate charge if extra labour is involved.

The customer should also make us aware of any special conditions that may affect the service, including weak flooring, loose carpets, pre-existing water damage, dye loss, underfloor heating, or previous chemical treatment. We will take reasonable care, but we rely on you to disclose information that may influence how the work is carried out. Where necessary, we may decline to treat a particular area if we consider that proceeding could damage the carpet or surrounding surfaces.

3. Prices and Payments

Prices for professional carpet cleaning are based on the service requested, the area to be treated, the level of soiling, and any additional treatments selected. Quotes may be fixed or estimated depending on the information available at the time of booking. If the actual work differs from the description provided at the time of enquiry, we may adjust the price to reflect the correct scope of work.

Unless otherwise agreed, payment is due immediately upon completion of the service. We may accept cash, card, bank transfer, or other approved payment methods, subject to availability. For commercial or repeat clients, we may agree alternative payment terms in advance, but such arrangements must be confirmed in writing. Failure to pay on time may result in suspension of further services and recovery action for any outstanding amount.

Any deposit requested to secure a booking is non-refundable except where we cancel the service or are unable to attend due to our own fault. A deposit may be used to cover administration time, allocated scheduling, and reserved labour. If additional charges apply because extra work was required on site, you will be informed as soon as reasonably possible and asked to approve the revised amount before the service continues, where practicable.

4. Cancellations, Rescheduling, and Missed Appointments

You may cancel or reschedule a booking by giving reasonable notice. Where a cancellation is made with sufficient notice, we will usually not apply a charge, although any non-refundable deposit will remain forfeited unless otherwise agreed. If you cancel at short notice, especially where a team has already been scheduled or dispatched, we may charge a cancellation fee to reflect lost time and incurred costs.

If you are not present at the agreed time and we cannot complete the work, or if access is refused, the booking may be treated as a missed appointment. In such cases, the full call-out fee or a percentage of the quoted service cost may be charged. We will use reasonable efforts to contact you, but we are not obliged to wait beyond the agreed appointment window unless prior arrangements have been made.

We may reschedule or cancel a booking if circumstances beyond our control prevent attendance or performance, including severe weather, transport disruption, illness, equipment failure, or safety concerns. Where this happens, we will try to offer an alternative date. Our liability will be limited to refunding any advance payment received for work not carried out, unless the law requires otherwise.

5. Service Standards and Limitations

We will carry out carpet and upholstery cleaning with reasonable care and skill, using methods and products appropriate to the type and condition of the surface. While we aim to achieve a high standard of cleanliness, some stains, odours, wear marks, shading, fibre distortion, or colour variation may be permanent or only partially treatable. Cleaning is not a restoration service, and results can vary depending on the age and condition of the carpet.

Certain stains may be resistant to treatment, including those caused by bleach, dyes, ink, paint, urine, rust, pet accidents, and long-standing contamination. We cannot guarantee complete removal of every stain or odour. Similarly, drying times may vary depending on ventilation, temperature, humidity, pile density, and previous saturation. You agree not to walk on treated areas until they are sufficiently dry, except where necessary and with appropriate precautions.

We may use detergents, spot treatments, pre-sprays, deodorisers, or extraction equipment as part of the service. You should inform us of allergies, sensitivities, or concerns about specific chemicals before the job starts. Although we use products selected for professional cleaning, no cleaning product can be guaranteed completely hypoallergenic. You remain responsible for ensuring the property is suitable for treatment.

6. Liability and Damage

We will take reasonable care when carrying out all carpet cleaning services, but our liability is limited to losses directly caused by our negligence or breach of these terms. We are not responsible for pre-existing damage, hidden defects, wear and tear, poor installation, colour instability, manufacturing faults, or deterioration caused by age or prior treatment. Where carpets are already weakened, discoloured, or unstable, there is an increased risk of adverse effects during cleaning.

If damage is caused by our proven negligence, our liability will be limited, at our option, to repair, re-cleaning, replacement, or a refund of the price paid for the affected service, subject to the extent permitted by law. We do not exclude liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot legally be excluded under UK law.

You must notify us of any complaint or alleged damage as soon as reasonably possible and in any event within a reasonable time after completion of the service. You should allow us the opportunity to inspect the issue before arranging third-party repair or replacement. If you do so without giving us a chance to review the claim, this may affect our ability to resolve the matter and may limit any remedy available.

7. Customer Responsibilities

You are responsible for ensuring that the property is ready for cleaning and that the information you provide is truthful and complete. This includes advising us of pets, occupants with mobility issues, fragile fixtures, and any risks that may affect safe access or working conditions. You should also ensure that electricity and water supplies are available if required for the service, unless we have agreed to provide alternative arrangements.

If children, pets, or other occupants are present during the service, you must supervise them appropriately and keep them away from equipment and wet areas. We are not responsible for accidents caused by failure to observe normal safety precautions. Any instruction given by you that conflicts with our safe working procedures may be refused.

Where items are removed or repositioned as part of the work, you should check them promptly after completion. We will not be liable for minor marks, scuffs, or disturbances that can occur when moving ordinary household items with reasonable care, provided no negligence is involved. You should also inspect cleaned areas before our team leaves, where practical, so that any concerns can be raised immediately.

8. Waste Regulations and Environmental Compliance

We operate in accordance with applicable waste regulations, environmental rules, and safe disposal practices. Waste water, used filters, packaging, contaminated materials, and collected debris will be handled responsibly and disposed of, recovered, or contained in line with legal requirements and industry practice. We will not knowingly discharge waste in a manner that causes pollution, nuisance, or unlawful contamination.

Where cleaning produces waste water or residue that cannot be released into a normal domestic drain without appropriate control, we may collect and remove it for lawful disposal. If special disposal charges apply because of contamination or unusual levels of waste, these may be added to the final price provided they are explained to you in advance where reasonably possible. You agree not to ask us to dispose of prohibited materials or substances that are unsafe or unlawful to handle.

If we discover hazardous contamination, mould, biological waste, asbestos risk, chemical residue, or other regulated material, we may suspend the service immediately. Such materials are outside the normal scope of carpet cleaning unless expressly agreed and lawfully permitted. In those circumstances, we may recommend specialist treatment, and the booking may be amended or cancelled without liability on our part for any resulting delay.

9. Complaints and Remedies

If you are dissatisfied with any part of the service, you should tell us promptly so that we have the opportunity to investigate. We may ask for photographs, a description of the issue, or access to inspect the area. Many concerns can be addressed through a follow-up visit, spot treatment, or explanation of the expected outcome. A complaint does not automatically entitle you to a refund.

Any goodwill gesture, re-clean, or partial refund will be offered at our discretion unless required by law or by the particular facts of the case. Where a re-clean is appropriate, it may be the sole remedy if the issue is capable of being corrected without disproportionate cost. Nothing in these terms affects your statutory rights as a consumer under applicable UK law.

Claims for loss of profit, loss of business, indirect loss, or consequential loss are excluded to the fullest extent permitted by law. If you are a business customer, our total liability arising from any single booking will not exceed the amount paid for the service in question, unless a greater limit is required by law.

10. Governing Law and Jurisdiction

These Terms and Conditions, and any dispute or claim arising from them, are governed by the laws of England and Wales. If you are resident in Scotland or Northern Ireland, you may have additional rights under local consumer law where applicable. Nothing in these terms is intended to deprive you of any mandatory rights that cannot legally be waived.

Any dispute that cannot be resolved amicably will be subject to the exclusive jurisdiction of the courts of England and Wales, unless mandatory law provides otherwise. The parties agree to make reasonable efforts to resolve issues informally before commencing legal proceedings. This includes allowing time for investigation, clarification, and any appropriate remedy.

By proceeding with a booking, you confirm that you have read, understood, and accepted these terms. These conditions are designed to support a clear and professional service relationship for all carpet cleaning appointments, while protecting both the customer and the service provider. They form the entire agreement between the parties regarding the relevant service, unless replaced by a later written agreement.