Terms and Conditions for Carpet Cleaners E16
These Terms and Conditions set out the basis on which Carpet Cleaners E16 provides domestic and commercial cleaning services. By making a booking, the customer agrees to these terms, which are designed to create a clear, fair, and workable arrangement for both parties. In these terms, references to “we,” “us,” and “our” mean the carpet cleaning service provider, and references to “you” and “your” mean the customer who requests the service. These terms apply to carpet cleaning, upholstery cleaning, stain treatment, rug care, and related specialist cleaning work.
All bookings are subject to availability and to confirmation by us. A booking request, whether made by phone, email, online form, or any other accepted channel, does not create a binding contract until we have confirmed the appointment and, where relevant, received any required deposit. We reserve the right to decline a booking where we believe the premises, requested work, access arrangements, or timing are unsuitable, unsafe, or outside our service scope. Customers should ensure that all information supplied during the booking process is accurate and complete.
If you are booking Carpet Cleaners E16 services on behalf of a business, landlord, tenant, or managing agent, you confirm that you have authority to arrange the work and accept these terms. Any instructions given by the person placing the booking will be treated as instructions from the customer. Where the customer is acting for another person or property owner, the customer remains responsible for payment unless we expressly agree otherwise in writing.
Booking process begins when you provide the service details, including the type of cleaning required, the number of rooms or items, the condition of the fabrics or flooring, and any known stains, odours, or special requirements. We may ask questions to assess suitability and to provide an estimate. Any quotation is based on the information available at the time and is not a fixed price unless we expressly state that it is fixed. If the actual work differs from the description provided, the final price may change accordingly. We may also require access details, parking information, and any building rules that could affect the appointment.
It is your responsibility to ensure that the area to be cleaned is ready for service at the agreed time. This includes moving personal items where appropriate, protecting fragile belongings, and ensuring a safe working environment. If you require furniture moving, heavy lifting, or extra preparation, this must be requested in advance and may incur additional charges. We may refuse to clean certain items if they are excessively delicate, visibly damaged, unsafe to move, or unsuitable for wet or specialist cleaning methods.
Our team will use reasonable skill and care when carrying out carpet cleaning and related services, but cleaning results may vary depending on fabric type, fibre condition, previous treatment, age, and the nature of any staining. While we aim to achieve a high standard, we cannot guarantee the removal of every stain, mark, or odour. Some stains may be permanent or may reappear after drying due to residues deep within the fibres. Where a particular outcome is important, you should raise this during the booking process so that we can advise on likely results.
Payments and charges must be made in accordance with the price agreed at the time of booking or as revised where the scope of work changes. Unless we agree otherwise, payment is due on completion of the service. We may accept payment by bank transfer, card, cash, or another method that we specify in advance. Any deposit requested must be paid by the deadline given to secure the appointment. If the deposit is not received on time, we may cancel or release the booking slot.
All prices are stated in pounds sterling and, where applicable, may include VAT or other taxes as required by law. If the work extends beyond the agreed service due to additional stain treatment, extra items, unexpected access issues, or changes requested by you on the day, we may issue an updated quote before continuing. You will be responsible for any reasonable additional charges that arise from delays or changes caused by inaccurate information, restricted access, or the need for extra time and materials.
Where an invoice is issued, it must be paid by the due date shown on the invoice. Late payment may result in a reasonable administration charge and, where lawful, interest on overdue sums. We reserve the right to suspend further services, refuse future bookings, or take recovery action if payment is not made. Any dispute about an invoice must be raised promptly and in good faith, with sufficient detail for us to investigate the issue.
Cancellations and rescheduling must be made as soon as possible if you no longer require the appointment. If you cancel with reasonable notice, any deposit already paid may be retained only to the extent necessary to cover administrative costs or loss reasonably incurred, unless we agree to refund it. If you cancel at very short notice, fail to provide access, or are not present when required, we may charge a cancellation fee or the full service charge where we have reserved significant time and resources for your booking.
We may reschedule or cancel a booking if our team is prevented from attending due to illness, severe weather, vehicle breakdown, safety concerns, or circumstances beyond our reasonable control. In such cases, we will take reasonable steps to offer an alternative appointment. We will not be responsible for losses arising from a cancellation or delay caused by events outside our control, provided we act reasonably and communicate the issue promptly. If we must cancel before work begins, any deposit paid will ordinarily be refunded, unless part of it has already been used to cover non-recoverable costs that were clearly explained to you.
If access is not available at the agreed time, or if the premises are unsuitable for safe working, we may treat the appointment as a late cancellation. This includes situations where there is no one available to provide access, power or water is unavailable where needed, or the area has not been prepared in a way that allows the service to proceed safely. Any waiting time, repeat attendance, or additional travel required because of matters within your control may be chargeable.
Liability is limited to losses that are foreseeable and directly caused by our negligence, breach of contract, or failure to use reasonable care and skill. We are not liable for any indirect or consequential loss, loss of profit, loss of business, loss of data, or loss arising from delay, except where such limitation is not permitted by law. Nothing in these terms limits or excludes liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be limited under English law.
We are not responsible for pre-existing damage, hidden defects, weakened fibres, colour loss, shrinkage due to unsuitable materials, or issues caused by previous cleaning attempts, poor maintenance, or manufacturer defects. Carpet cleaning and upholstery cleaning may reveal pre-existing wear, fading, or marks that were not visible before treatment. We recommend that valuable, antique, or specialist items are disclosed before service so we can determine whether standard methods are appropriate. Where necessary, we may refuse treatment or suggest a more cautious approach.
Customers must remove or secure valuables, cash, jewellery, documents, and fragile items before the appointment. While our team will act carefully, we do not accept responsibility for loss or damage to items that were not reasonably expected to remain in the treatment area. If you ask us to move furniture or objects, you accept the risk that comes with that request unless any damage results directly from our negligence. Any claim for damage should be reported within a reasonable time and must include clear details and, where possible, photographs.
Waste regulations apply to any waste, residue, packaging, wastewater, extracted dirt, or removed materials created during the cleaning process. We will handle waste in accordance with applicable UK environmental and waste management requirements, including the duty to dispose of waste responsibly and avoid unlawful dumping or contamination. We may separate waste for reuse, recycling, or lawful disposal where appropriate. We will not knowingly discharge waste into drains, soil, or public areas in a manner that breaches environmental rules.
You agree to provide suitable facilities and permissions where necessary for the lawful disposal of waste arising from the service. If the premises have special collection rules, building restrictions, or site-specific waste procedures, you must tell us in advance. Any unusual disposal requirement, including the handling of contaminated water, biohazard-related material, or heavy waste, may lead to extra charges or may be refused if we are not equipped or permitted to carry out the work safely and lawfully.
Where items removed from carpets or upholstery appear to contain hazardous or restricted substances, we may stop work and seek further instructions. We are not required to handle asbestos, chemicals, needles, bodily fluids, or other hazardous materials unless we have specifically agreed to do so and are legally permitted and properly equipped. You must not conceal the presence of any such material. If concealed hazardous waste is discovered, we may leave the premises, suspend the service, and charge for time already spent and any necessary return visit.
Customer responsibilities include providing accurate information, granting access, ensuring power and water supplies are available where needed, and confirming that the work can be safely carried out. You must also inform us of any allergy concerns, pets, access codes, security arrangements, or special site rules before the appointment. If the cleaner is delayed because of information that was incomplete or incorrect, we may charge for additional time or for a wasted visit where appropriate.
You are responsible for checking whether any manufacturer instructions, landlord requirements, lease conditions, or building rules apply to the area or items being cleaned. We will use our professional judgment, but we cannot be responsible for restrictions that were not disclosed to us. If you ask us to use a particular product or method, you acknowledge that the final decision remains with our team if we believe a different approach is safer or more suitable. We may refuse to use products that could damage the material or create a health and safety risk.
Complaints and remedies should be raised as soon as possible after the service so that we can investigate promptly. If you are unhappy with the quality of the carpet cleaning or related work, you must give us a fair opportunity to inspect the issue and, where appropriate, return to the property to assess or remedy it. We will not accept complaints based solely on expected results that were never promised. Any remedy we offer may include a re-clean, partial refund, or other reasonable solution, depending on the circumstances and subject to legal rights that cannot be excluded.
These terms may be updated from time to time to reflect changes in our procedures, legal obligations, or service offering. The version in force at the time of booking will normally apply to that booking unless a later change is required by law or expressly agreed between us. If any part of these terms is found to be invalid or unenforceable, the remaining terms will continue in full force. No failure or delay by us in enforcing any provision will waive our right to enforce it later.
Nothing in these Terms and Conditions affects your statutory rights as a consumer under applicable UK law. If you are a business customer, you confirm that you are entering into the contract in a business capacity and that consumer legislation may not apply in the same way. Any special agreement, discount, or variation must be confirmed in writing to be binding. Verbal assurances not reflected in these terms are not part of the contract unless expressly confirmed by an authorised representative.
Governing law and jurisdiction: these Terms and Conditions are governed by the laws of England and Wales. Any dispute arising from or connected with the services, these terms, or any related contract will be subject to the exclusive jurisdiction of the courts of England and Wales, unless mandatory law provides otherwise. By booking with Carpet Cleaners E16, you agree that the contract is formed on this legal basis and that any disputes will be handled under that legal framework.
