Terms and Conditions for Carpet Cleaning Services
These Terms and Conditions set out the basis on which carpet cleaning services are provided by Carpetcleaning NW10 and apply to all bookings, quotations, site visits, and service agreements. By making a booking, confirming an appointment, or allowing work to begin, the customer agrees to be bound by these terms. These terms are intended to clarify expectations, protect both parties, and ensure that the service is delivered in a professional and lawful manner. For the purposes of these terms, references to we, us, and our refer to the service provider, while you and your refer to the customer.
The agreement covers domestic and commercial carpet cleaning, rug cleaning, stain treatment, odour treatment, and related fabric care services where agreed in advance. Any additional work not stated in the booking confirmation may be treated as an extra chargeable service. These terms should be read carefully before any appointment is confirmed. If any part of the service is arranged on short notice or by telephone, the same terms apply unless otherwise agreed in writing.
All services are provided subject to availability, property access, and suitability of the materials to be cleaned. We reserve the right to refuse or discontinue any work where conditions are unsafe, where the flooring or fabric is unsuitable for treatment, or where the customer has not disclosed relevant information. Nothing in these terms affects your statutory rights under UK consumer law.
Booking Process starts when the customer makes a request for service and provides the necessary details for assessment. This usually includes the type of carpet or fabric, approximate room size or item count, level of soiling, presence of stains, and any known access issues. A quotation may be based on the information supplied by the customer, on-site inspection, or both. If the description provided is inaccurate or incomplete, the final price may be adjusted to reflect the actual work required.
Once a quotation is accepted, the appointment will be scheduled for an agreed date and time window. Confirmation may be given verbally, by message, or by written communication. The customer is responsible for ensuring that someone authorised to approve the work is present at the premises, unless alternative arrangements have been agreed in advance. The customer must ensure reasonable access to the area being cleaned, including clear floors, working utilities if required, and sufficient space for equipment.
Bookings are accepted on the understanding that the customer has the authority to request the service for the premises or items concerned. If access is delayed because of security systems, locked rooms, parking restrictions, missed appointments, or incorrect address details, we may charge a waiting fee, a re-attendance fee, or both. 
We will always aim to attend within the agreed time window, but arrival times are estimates and may vary due to traffic, weather, or prior appointments.
Payments must be made in accordance with the price agreed at the time of booking or as adjusted following inspection and customer approval. Unless otherwise stated, payment is due on completion of the service. We may request a deposit or part payment for larger, repeat, urgent, or specialist bookings. Any deposit required will be made clear at the time of confirmation and may be deducted from the final balance.
Accepted payment methods may include bank transfer, debit card, credit card, or other payment methods agreed in advance. Cash payments may be accepted where arranged, but only if confirmed before the appointment. If payment is not received when due, we may charge reasonable late payment interest and recovery costs to the extent permitted by law. Title to any goods supplied remains with us until full payment is received.
If extra work is requested on site, including additional stain treatment, deodorising, furniture moving beyond the standard scope, or cleaning of extra rooms or items, the customer will be advised of the additional charge before the work is carried out where reasonably practicable. The customer’s agreement to proceed will be treated as acceptance of the revised price. We are not obliged to complete extra work unless the additional charge is accepted.
Cancellations and Rescheduling may be made by the customer, but notice should be given as early as possible. Cancellations made with sufficient notice will usually not attract a charge, except where specific materials, travel, or preparation costs have already been incurred. Where a deposit has been taken, it may be retained in part or in full if the cancellation is made too close to the appointment or if the booking cannot be filled again at short notice.
If the customer wishes to reschedule, we will try to accommodate a new appointment subject to availability. Repeated cancellations, late changes, or failure to provide access may lead to a request for advance payment before any future booking is accepted. We may cancel or postpone an appointment if conditions are unsafe, equipment becomes unavailable, staff are unable to attend due to illness or emergency, or the customer fails to provide essential information.
If we need to cancel or change the appointment, we will make reasonable efforts to notify the customer promptly and offer an alternative date where possible. We are not liable for any indirect loss arising from a cancellation or rescheduling, including loss of business, loss of use, or inconvenience, except where liability cannot be excluded under law. Any refund due will be limited to amounts already paid for the affected service and will not include consequential losses.
Performance of the Service depends on the condition, age, and type of the carpet, rug, or fabric, and on the extent of existing staining or wear. Cleaning results can vary, and no guarantee is made that every stain, mark, odour, or discolouration will be fully removed. Some stains may be permanent or may worsen after treatment due to underlying damage, previous incorrect cleaning, dye instability, or material sensitivity. Normal wear, shading, pile distortion, and pre-existing damage are not considered faults in the service.
We will take reasonable care when moving light furniture where this is part of the agreed service, but customers remain responsible for removing fragile, valuable, or heavy items unless agreed otherwise. Any small items, ornaments, electronics, or loose fittings should be removed in advance. We may decline to move items that are too heavy, unsafe, or likely to cause damage. Where the customer asks us to move furniture, this is done at the customer’s risk except where damage is caused by our negligence.
Drying times are affected by ventilation, humidity, carpet type, underlay, and room temperature. The customer should avoid walking on treated areas until sufficiently dry and should follow any aftercare instructions given at the time of service. 
We are not responsible for re-soiling, marks made after completion, or damage caused by use before the area is fully dry. Any protective coverings or warnings placed by us should remain in position until safe to remove.
Liability is limited to losses or damage directly caused by our proven negligence or breach of contract. We will not be liable for pre-existing faults, hidden defects, weak seams, colour loss, fibre failure, shrinkage resulting from unsuitable materials, or damage caused by items already in poor condition. Where a carpet, rug, or fabric has an inherent risk of change during cleaning, the customer accepts that risk by proceeding with the service after being informed of the potential issue.
Our total liability for any claim arising from the service, whether in contract, tort, or otherwise, shall not exceed the amount paid for the specific service giving rise to the claim, except where the law requires otherwise. We do not exclude liability for death or personal injury caused by negligence, fraud, or any matter that cannot lawfully be excluded or limited. In no event will we be responsible for indirect, special, or consequential loss.
The customer must notify us of any complaint or alleged defect within a reasonable time after the service is completed and, in any event, as soon as practicable once the issue becomes apparent. We may be given a reasonable opportunity to inspect the area and, where appropriate, to return and rectify the issue before any third-party intervention. If the customer arranges another contractor to carry out remedial work without giving us such an opportunity, any related claim may be reduced or rejected.
Waste Regulations and Environmental Compliance apply to all waste generated during the provision of our services. We will handle waste, wastewater, packaging, and used materials in a manner intended to comply with applicable UK environmental and waste-disposal requirements. Any disposal carried out by us will be limited to waste arising directly from the service and will be managed responsibly and lawfully. Customers must not ask us to dispose of prohibited, hazardous, or contaminated materials unless this has been specifically agreed and is lawful to do so.
Where wastewater or waste residue must be removed from the site, we will use reasonable methods to prevent contamination and to ensure disposal through appropriate channels. The customer is responsible for disclosing any hazardous substances, biological contamination, mould, pest activity, or chemical residues affecting the area to be cleaned. If such issues are discovered during the appointment and are not suitable for standard cleaning, we may stop work and recommend further specialist attention.
Any packaging, disposable cloths, or consumables used during the service may be removed by us unless the customer requests otherwise and such request is practical. The customer remains responsible for any waste generated by their own activities or by third parties at the property. We reserve the right to refuse to clean materials that present an unreasonable environmental or health risk. 
If a customer requests disposal of items beyond the standard service scope, this must be agreed separately and may attract an additional charge.
Customer Responsibilities include providing accurate information, safe access, electricity and water where needed, and a reasonably clear working area. The customer should inform us in advance of any special concerns, including delicate flooring, recent repairs, underfloor heating, pets, allergies, or tenancy restrictions. Failure to disclose such matters may affect the service outcome and may limit our ability to accept responsibility for any resulting issue.
The customer must ensure that children, pets, and unauthorised persons remain away from the working area during the appointment and until it is safe to re-enter. We may pause or stop work if access is unsafe or if conditions in the property prevent the service from being carried out effectively. If we are unable to complete the work due to matters under the customer’s control, the full fee or a reasonable abortive charge may still be payable.
Any claims that cleaning has altered the appearance of old, faded, or uneven areas must be considered in light of the prior condition of the textile. Customers are advised that professionally cleaned items may show the true state of existing wear once dirt is removed. This is not a defect in the service. We aim to act carefully and professionally at all times, but age-related changes and material behaviour cannot be guaranteed against.
Force Majeure means any event beyond our reasonable control, including severe weather, traffic disruption, accidents, industrial action, illness, equipment failure, power interruption, or supply issues. If such an event prevents or delays performance, we will not be liable for failure to perform on time or at all for the affected appointment. We will make reasonable efforts to rearrange the service as soon as practicable.
Data and Communication relating to bookings may be used only for the purposes of providing the service, managing the account, resolving queries, and maintaining business records in line with applicable data protection law. We will not sell customer information and will only retain it for as long as reasonably necessary for legitimate business, legal, or accounting purposes.
Governing Law and jurisdiction: these Terms and Conditions are governed by the laws of England and Wales. Any dispute arising from or connected with these terms or the services provided shall be subject to the exclusive jurisdiction of the courts of England and Wales. If any part of these terms is found to be unlawful or unenforceable, the remaining provisions will continue in full force and effect.