Terms and Conditions for Carpet Cleaning Services

These Terms and Conditions set out the basis on which carpet cleaning services are provided by Carpetcleaning Sw12 (“we”, “us”, “our”) to residential and commercial customers (“you”, “your”). By making a booking, confirming an appointment, or allowing our team to begin work, you agree to be bound by these terms. Please read them carefully before arranging any carpet cleaning service, upholstery treatment, stain removal, or related cleaning work. These terms are designed to be fair, clear, and consistent with UK consumer law and general service standards.

1. Scope of services
We provide professional carpet cleaning and related fabric care services, which may include hot water extraction, low-moisture cleaning, spot treatment, deodorising, and pre-treatment of heavily soiled areas where appropriate. The exact service to be delivered will depend on the condition of the carpet, the type of fibres, access to the property, and any special instructions you provide during booking. We do not guarantee the removal of every stain, mark, or odour, as results can vary depending on the age and nature of the issue. Any quotation or description of a carpet cleaning service is based on the information available at the time of booking.

2. Booking process
Bookings may be made by telephone, email, online enquiry, or any other method we make available from time to time. A booking is only confirmed once we have agreed the date, approximate arrival window, the type of service, and any applicable price or estimate. You are responsible for ensuring that all details supplied at the time of booking are accurate, including the number of rooms, access arrangements, parking restrictions, and any known staining or hazards. If the information provided is incomplete or incorrect, the final service time and cost may be affected. Carpet cleaning SW12 appointments are scheduled on the basis of the information supplied, and changes may require a revised estimate or a different appointment slot.

3. Access and customer responsibilities
You must provide safe and reasonable access to the property at the agreed time. This includes ensuring that an authorised person is present to grant entry, that water and electricity are available if needed for the cleaning process, and that any delicate items, valuables, or personal belongings are removed or protected. We may decline to start or continue work if access is unsafe, if conditions at the property are unsuitable, or if there is a significant risk to equipment, staff, or the premises. In such cases, a call-out fee, cancellation fee, or wasted visit charge may apply, where permitted by law and explained at the time of booking.

4. Price, estimates, and payments
Prices may be given as fixed fees, hourly rates, room-based rates, or estimates depending on the nature of the job. Any estimate is based on the condition and scope described before work begins. If the actual work required differs from the original description, we may need to adjust the price accordingly. You will be informed where reasonably possible before any additional charge is incurred. Payment is due on completion of the service unless otherwise agreed in writing. We may accept bank transfer, card payment, or other methods made available by us. We do not normally release invoices or receipts subject to delayed payment unless a credit arrangement has been agreed in advance.

5. Deposits and advance payments
For certain larger bookings, peak periods, repeat cancellations, or special services, we may require a deposit or advance payment to secure the appointment. Any such requirement will be explained before the booking is confirmed. Deposits may be non-refundable in whole or in part if you cancel within the stated notice period or fail to provide access. If we are unable to attend due to our own fault, any deposit taken for that appointment will be refunded or credited, as appropriate. For the avoidance of doubt, a deposit does not limit any statutory rights you may have under UK law.

6. Cancellations and rescheduling
You may cancel or reschedule a booking by giving reasonable notice. The amount of notice required may depend on the type of service, the size of the job, and whether a deposit has been taken. If you cancel at short notice, fail to attend, or are not available at the agreed time, we may charge a cancellation fee to cover administration, reserved labour, travel time, and lost appointment capacity. We will always act reasonably when deciding whether a fee applies. If we need to cancel or reschedule your appointment, we will contact you as soon as practicable and offer an alternative slot where possible. We will not be responsible for indirect losses caused by rescheduling, except where liability cannot lawfully be excluded.

7. Changes to the service on the day
If, upon arrival, the condition of the carpet, the property, or the access arrangements materially differ from what was described at booking, we reserve the right to revise the service specification and price, or to refuse certain elements of the work. Examples include severe contamination, heavy pet soiling, flood damage, infestation, unsafe flooring, insufficient power or water supply, or restricted access that prevents proper cleaning. We may also refuse to treat items that are excessively fragile, structurally damaged, or likely to deteriorate during cleaning. Any decision of this kind will be made in good faith and with due regard to safety, practicality, and the care of your property.

8. Customer duties before and after cleaning
You should move small and fragile items before we arrive unless we have specifically agreed to do so. Where furniture moving is included, only reasonable and safe items will be moved. You must advise us in advance of any hidden damage, pre-existing wear, loose carpet edges, colour instability, underfloor heating, or any other condition that may affect the outcome. After cleaning, you should follow any reasonable aftercare advice given by our operative, including allowing adequate drying time and avoiding premature use of the carpet. We are not liable for re-soiling, shrinkage, or damage caused by misuse, heavy traffic before drying, or failure to follow reasonable instructions.

9. Liability and limitations
We will perform our services with reasonable care and skill, as required by the Consumer Rights Act 2015 where applicable. If we fail to do so, you may be entitled to a repeat service, a price reduction, or another remedy available under law. Our liability is limited to losses that are foreseeable and directly caused by our negligence or breach of contract. Nothing in these terms excludes or limits liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation, or any other matter that cannot legally be excluded under UK law. We are not liable for pre-existing defects, hidden faults, deterioration due to age, or damage caused by unsuitable materials, manufacturing defects, or incorrect information provided by you. Carpetcleaning SW12 services are performed on the basis that some risks are inherent in cleaning textiles and fibres, especially where prior treatments or unknown substances are present.

10. Claims for damage
If you believe damage has occurred during the service, you must notify us within a reasonable time and provide clear details, including photographs where possible. We may inspect the affected area, request further information, or arrange a revisit to assess the issue. You must take reasonable steps to prevent further damage after the issue is discovered. We will not be responsible for claims that arise because of delayed reporting, normal wear and tear, or damage that is not shown to have been caused by us. Where liability is accepted, our remedy may include repair, re-cleaning, partial refund, or another appropriate solution in line with our legal obligations. This approach helps ensure that carpet cleaning services are handled fairly and proportionately.

11. Waste management and regulations
We operate in accordance with applicable UK waste management and environmental requirements. Where our service generates wastewater, removed debris, packaging, used towels, or other waste, we will dispose of it responsibly and in line with relevant regulations. We do not knowingly discharge waste in a way that would breach environmental law, drainage restrictions, or water authority requirements. If your premises have special disposal rules, septic systems, or site-specific restrictions, you must inform us before the service begins. You are responsible for any pre-existing hazardous materials at the property unless we have expressly agreed to handle them. We may refuse to clean areas contaminated by hazardous substances, bodily fluids, asbestos, or other regulated materials unless suitable arrangements have been made in advance.

12. Drying, ventilation, and post-service conditions
Drying times can vary depending on carpet type, cleaning method, airflow, humidity, temperature, and the level of soiling. We may provide general guidance about ventilation and use of the area, but we cannot guarantee a specific drying time unless expressly stated in writing. You should ensure the property is adequately ventilated after cleaning where practical. We are not responsible for odours, dampness, or related issues caused by poor ventilation, structural moisture, leaks, or pre-existing conditions outside our control. If we identify a condition that may cause extended drying or a risk of colour bleed, fibre distortion, or shrinkage, we may recommend that the service is modified or not performed.

13. Complaints and dispute handling
If you are dissatisfied with any aspect of the service, please raise the matter promptly so that we can investigate and, where appropriate, attempt to resolve it. We may ask for photographs, a description of the concern, and access to inspect the area. Complaints will be assessed fairly and based on the information available. We aim to respond within a reasonable timeframe and may offer a revisit or alternative remedy where this is appropriate. This complaints process does not affect your statutory rights. We encourage clear communication and practical resolution before matters escalate.

14. Force majeure
We are not liable for failure or delay in performing our obligations where such failure is caused by events beyond our reasonable control. These may include severe weather, transport disruption, traffic incidents, illness, accidents, equipment failure, utility outages, fire, flood, strikes, civil disturbance, or restrictions imposed by law. If a force majeure event prevents us from attending or completing the service, we will try to rearrange the appointment at the earliest reasonable opportunity. No party will be liable for the other’s consequential losses arising solely from such events, provided reasonable steps are taken to minimise disruption.

15. Property care and site conditions
You are responsible for making us aware of any special site conditions that may affect safe performance of the work, including restricted parking, narrow access, fragile flooring, pets, young children, or ongoing building work. We may request that certain areas be cleared before treatment begins. If the environment is unsuitable, we may pause or postpone work until the issue is resolved. We are not responsible for damage caused by unstable fittings, loose fixtures, defective flooring, or items that move during normal cleaning procedures when such risks have not been disclosed. Any advice we give about protecting carpets or managing stains is general in nature and does not create an ongoing duty unless expressly agreed.

16. Title to goods and equipment
Any equipment, cleaning materials, or temporary items supplied by us remain our property unless otherwise agreed. You must not tamper with, misuse, or remove our equipment without permission. If any of our property is damaged or lost because of your act or omission, you may be liable for the reasonable replacement cost. This clause does not affect your rights in relation to services already paid for or any consumer protection rights that apply under UK law.

17. Governing law
These Terms and Conditions, and any dispute or claim arising from them, 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 over any matter not resolved by agreement or alternative dispute resolution. If any provision of these terms is found to be unlawful, invalid, or unenforceable, that provision shall be deemed modified to the minimum extent necessary, and the remaining provisions shall continue in full force and effect. This legal statement applies to all carpet cleaning services provided under the Carpetcleaning Sw12 name.

18. General provisions
No variation of these terms shall be effective unless agreed by us in writing. If we choose not to enforce any right or remedy under these terms on one occasion, that does not waive our right to enforce it later. These terms form part of the agreement between you and us and should be read alongside any booking confirmation or written quotation. Where there is a conflict between these terms and a specific written agreement, the written agreement will prevail to the extent of that conflict. By proceeding with a booking, you confirm that you have read, understood, and accepted these terms for the provision of carpet cleaning services.