Terms and Conditions for Carpet Cleaning SE1
These Terms and Conditions set out the basis on which Carpetcleaning SE1 provides domestic and commercial carpet cleaning services in the UK. By making a booking, confirming an appointment, or allowing work to begin, the customer agrees to be bound by these terms. They are intended to be clear, fair, and consistent with applicable UK consumer and contract law. For the purposes of these terms, “we”, “us”, and “our” refer to the service provider, and “you” refers to the customer, client, or person authorised to arrange the service.
These terms apply to carpet cleaning, stain treatment, odour removal, rug cleaning, upholstery-related carpet edge treatment where included in the service, and any related pre-inspection or post-cleaning processes. They also apply where a customer books a specialised Carpetcleaning SE1 appointment, even if the service is arranged remotely or through a third party. If any separate written agreement is made, that agreement will apply alongside these terms unless it expressly states otherwise.
We may update these terms from time to time to reflect changes in law, operational practice, or service standards. The version in force at the time of booking will normally apply to that booking unless a legal requirement makes a different version necessary. Nothing in these terms affects your statutory rights under UK law.
Booking Process
A booking is usually made by telephone, email, online form, messaging platform, or another approved communication method. A booking request is only an invitation to treat and does not create a binding contract until we confirm availability and accept the order. We may request information before accepting a booking, including the type of carpet, the approximate size of the area, access conditions, parking restrictions, and any known stains or damage. This information helps us to allocate the correct equipment, estimate the time required, and determine whether any specialist treatment is needed.
When you make a booking for carpet cleaning in SE1 or any related service, you must ensure that the details provided are accurate and complete. If access is restricted, furniture must be moved, carpets are fragile, or there are pets, children, or other hazards on site, you should tell us in advance. We may refuse a booking, request revised terms, or adjust the price if the information supplied later proves to be incomplete or inaccurate. Acceptance may be subject to minimum charges, travel charges, parking costs, or out-of-hours premiums where agreed in advance.
The appointment time given is an estimated arrival window unless we expressly confirm a fixed time. Traffic, weather, equipment issues, or unforeseen service delays may affect arrival. We will aim to notify you of significant delays where reasonably possible. If you are not present, or your representative is not available, at the agreed time, we may treat the appointment as cancelled or charge a waiting fee if attendance is delayed beyond a reasonable period.
It is your responsibility to ensure that the property is ready for cleaning at the agreed time. This includes providing safe access, electricity, water where required, and any necessary permissions from landlords, managing agents, or freeholders. If work cannot proceed because the area is not ready, we may charge a call-out fee, a wasted visit fee, or a rescheduling fee. Any such fee will be reasonable and proportionate to the circumstances.
Payments
Unless agreed otherwise in writing, payment is due on completion of the service. We may require a deposit, part payment in advance, or full prepayment for larger jobs, high-value bookings, same-day appointments, or repeat cancellations. Where a deposit is taken, it may be used to secure the booking and to cover administration costs if you cancel late or fail to provide access. Prices are normally quoted in pounds sterling and may be inclusive or exclusive of VAT depending on our trading status and the nature of the service. Any applicable VAT will be made clear where required by law.
Payment methods may include card payment, bank transfer, cash, or another agreed method. We are not obliged to start work unless payment arrangements are acceptable to us. If payment is overdue, we may suspend further services, charge statutory interest and compensation where permitted under the Late Payment of Commercial Debts (Interest) Act 1998 for business customers, and recover reasonable costs of collection. For consumer bookings, we will act in accordance with consumer law and will not impose unfair or hidden charges.
Quoted prices are based on the information available at the time of quotation. If the actual work is more extensive, more heavily soiled, or materially different from the original description, we may revise the price before proceeding, provided we inform you of the revised charge and you agree to continue. Where the service is charged by room, area, or item, our measurements or reasonable assessment on site will be used unless an obvious error has occurred.
Cancellations, Rescheduling, and Refunds
You may cancel or reschedule a booking by giving notice in a reasonable time before the appointment. For consumer customers, your statutory cancellation rights may apply where the contract was made at a distance or off-premises and no exception applies. If you expressly request that we begin work within the cancellation period, you may lose the right to cancel once the service has been fully performed, and you may still be liable for the part of the service already provided if you cancel part way through.
If you cancel with less than 24 hours’ notice, or fail to provide access at the agreed time, we may retain any deposit and charge a reasonable cancellation fee to cover lost time, staffing, and travel costs. The amount will reflect our actual loss and will not be punitive. If we need to cancel or reschedule due to illness, equipment failure, unsafe conditions, or any other reasonable cause, we will offer an alternative appointment or refund any payment received for work not carried out.
Where a refund is due, it will normally be made using the original payment method within a reasonable period. Refunds do not apply to services already completed in accordance with the contract, except where there has been a breach of contract, a material failure to exercise reasonable care and skill, or another legal basis for repayment. Any dissatisfaction must be raised promptly so we can inspect the issue and, where appropriate, offer remedial work.
Service Standards and Customer Responsibilities
We will carry out services with reasonable care and skill, using methods and products that are appropriate to the fibres, condition, and requirements of the carpet. Cleaning results can vary depending on age, wear, stain type, previous treatment, colour fastness, and the suitability of the item for wet or dry processes. While we aim for a high standard, we do not guarantee complete removal of all stains, odours, or pre-existing damage. Some marks may be permanent or may reappear after drying due to wick-back, hidden contamination, or prior spill penetration.
You must tell us about any special risks before we start, including delicate fibres, underfloor heating, pre-existing tears, loose seams, moth damage, mould, or any area that should not be cleaned. It is also your responsibility to remove fragile objects, valuables, and documents from the treatment area unless we have agreed in writing to handle them. We may move lightweight furniture at our discretion, but we are not obliged to move heavy, fixed, or unsafe items. If requested furniture moving is outside the agreed scope, additional charges may apply.
Where pre-treatment, stain removal, or deodorising is used, we will select products in line with the carpet type and the manufacturer’s guidance where available. However, some materials may react unpredictably. We may refuse to treat an item if we believe the risk of damage is unacceptably high. In that case, we may offer an alternative method or exclude the affected area from the service.
Liability
Nothing in these terms excludes or limits liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation, or any other liability that cannot lawfully be excluded under UK law. Subject to that, we will not be liable for losses that are indirect, consequential, or purely economic where such exclusion is permitted by law, including loss of profit, loss of business, loss of opportunity, or loss arising from delayed use of the premises.
Our total liability for any claim arising from a booking, whether in contract, tort, or otherwise, shall be limited to the amount paid or payable for the relevant service, except where a higher limit is required by law. If a customer is acting as a consumer, we will only rely on limitation clauses to the extent they are fair and reasonable under the Consumer Rights Act 2015 and other applicable legislation. We do not seek to reduce your statutory rights to a lower standard than the law allows.
We are not responsible for pre-existing wear, manufacturing defects, colour loss caused by unstable dyes, shrinkage resulting from the nature of the item, or any deterioration that occurs because a carpet is already aged, damaged, or unsuitable for cleaning. Nor are we liable for loss or damage caused by events outside our reasonable control, including flooding, fire, extreme weather, civil disturbance, or utility failure. If any item is especially valuable or irreplaceable, you should tell us before work begins so we can decide whether to accept the risk or request that the item be removed from the area.
If we agree to store any customer property temporarily, we will exercise reasonable care, but storage is at your risk unless otherwise agreed in writing. You are responsible for checking that any area cleaned is safe for reoccupation once drying is complete. We may advise on drying times, but you should avoid placing furniture, rugs, or other items back onto the carpet until it is suitably dry.
Waste Regulations and Environmental Handling
We operate in accordance with applicable UK waste and environmental regulations, including the duty to handle wastewater, used cleaning solutions, packaging, and recovered debris responsibly. Waste generated during carpet cleaning may include soiled water, lint, residue, disposable cloths, and empty containers. Where waste must be removed from the site, we will dispose of it in a lawful manner and, where appropriate, through approved disposal routes. We will not intentionally discharge prohibited substances into drains or the environment.
Customers must not ask us to dispose of hazardous materials, illegal waste, or items that require specialist licensing unless this has been expressly agreed in advance and can be lawfully carried out. Hazardous contamination may include chemical spills, biohazards, asbestos-related material, excessive bodily fluids, or any other material subject to special handling rules. If such material is discovered during the job, we may stop work immediately, leave the area safe where possible, and charge for the time already spent.
Where environmental standards require us to limit water use, use specific detergents, or adjust cleaning methods, we may do so without further approval if the change is reasonably necessary to comply with law or reduce risk. We may also decline to use certain products on sensitive sites or in circumstances where ventilation, drainage, or environmental conditions make use unsafe. Any packaging or disposable materials left behind remain our property unless otherwise agreed.
Complaints, Inspection, and Remedial Work
If you believe the service has not been carried out properly, you should notify us as soon as reasonably possible and in any event within a reasonable time after completion. We may ask for photos, a description of the issue, and access to the cleaned area so we can inspect the work. Where the complaint is valid and the issue is one we can reasonably remedy, we may offer a re-clean, spot treatment, or another appropriate corrective action before considering a refund.
A complaint does not entitle you to withhold payment for undisputed parts of the service that have been completed properly. If remedial work is offered and unreasonably refused, this may affect any claim for a price reduction or refund. We aim to deal with concerns fairly and promptly, in line with applicable consumer protection rules and the duty to provide services with reasonable care and skill.
Any agreement to perform follow-up work will not be an admission of liability. It is a practical way to resolve issues where a solution may be possible. Our decision to offer or decline remedial work will be based on the nature of the problem, the condition of the carpet, and the practicality of further treatment.
General Provisions and Governing Law
These terms constitute the entire agreement between us and the customer in relation to the relevant booking, unless expressly varied in writing. If any part of these terms is found to be invalid or unenforceable, the remaining provisions will continue in full force. No waiver of any term will be effective unless made in writing, and no failure to enforce a right will operate as a waiver of that right.
We may assign or subcontract any part of the service to a suitably qualified third party where this is necessary for delivery, provided that the standard of service is maintained. You may not assign your rights or obligations under the booking without our prior written consent. Nothing in these terms creates a partnership, joint venture, or employment relationship between us and the customer.
The contract and any dispute or claim arising from or in connection with it 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 consumer law permits proceedings in another jurisdiction. By making a booking for Carpetcleaning SE1 services, you acknowledge that you have read, understood, and agreed to these terms and conditions.