Terms and Conditions for Carpet Cleaners TW1
These terms and conditions set out the basis on which carpet cleaning services are provided by Carpet Cleaners TW1. They are intended to create a clear understanding between the customer and the service provider before any work begins. By making a booking, the customer confirms that they have read, understood and agreed to these terms. These conditions apply to residential and commercial carpet cleaning services, including standard carpet cleaning, stain treatment, deodorising, upholstery-related add-ons, and any other cleaning service agreed in writing or verbally at the time of booking. They are designed to protect both parties, establish expectations, and ensure the service is delivered fairly, safely, and in accordance with applicable law.
For the purposes of these terms, references to “we”, “us”, and “our” mean the carpet cleaning service provider, and references to “you” and “your” mean the customer or person arranging the service. If a booking is made on behalf of a landlord, tenant, agent, business, or third party, the person making the booking confirms that they are authorised to do so and that they have permission for the work to take place at the relevant property. These conditions should be read alongside any written quotation, booking confirmation, or service notes that form part of the agreement.
1. Booking process All bookings are subject to availability and acceptance. A quotation may be provided based on the information supplied by the customer, including the size and condition of the carpeted areas, access arrangements, and any known stains or special requirements. Quotations are based on the details given at the time and may change if the actual service differs from the description provided. A booking is not confirmed until it has been accepted by us, either verbally, in writing, or through an agreed booking process. We reserve the right to decline a booking where the requested service is unsuitable, unsafe, or outside the scope of our service standards.
The customer is responsible for providing accurate information at the time of booking, including parking access, property entry arrangements, carpet type, and any issues that could affect the cleaning process. If the technician arrives and discovers that the service differs materially from what was described, we may revise the price, adjust the service, or refuse to proceed if the conditions are unsafe or impractical. Any appointment times provided are estimates unless specifically stated otherwise. While every effort is made to attend at the agreed time, delays may occur due to traffic, previous appointments, weather, operational issues, or circumstances beyond our reasonable control.
2. Preparation for the service You are expected to prepare the area before the appointment by removing fragile items, personal belongings, small furniture where possible, and any obstructions that may prevent access to the carpeted areas. We may assist with moving light furniture at our discretion, but this is not guaranteed and is subject to safety considerations. Heavy or fixed furniture, electrical equipment, and items that require specialist handling are excluded unless expressly agreed in advance. We may refuse to move items that could cause injury, damage, or liability concerns. Any delay caused by inadequate preparation may result in additional charges or a rescheduled appointment.
It is your responsibility to ensure that electricity, water access, and sufficient working space are available on the day of the appointment. If these are unavailable, or if access to the property is restricted, we may be unable to complete the service and a cancellation fee may apply. The customer must also inform us of any known hazards, including but not limited to dampness, mould, infestation, loose flooring, delicate carpet fibres, pre-existing damage, or prior treatments that may affect the cleaning outcome.
3. Payment terms Payment is due in accordance with the price agreed at the time of booking or as adjusted following inspection on arrival if the service requirements differ from the original description. Unless stated otherwise, payment must be made immediately upon completion of the service. We may accept cash, bank transfer, card payment, or another method agreed in advance. Where a deposit is requested, the deposit secures the appointment and may be non-refundable in accordance with the cancellation terms below.
All prices are stated in pounds sterling unless otherwise agreed. Quotes may be inclusive or exclusive of tax depending on the circumstances and will be explained at the point of booking where relevant. Additional charges may apply for stain removal treatments, heavily soiled areas, urgent appointments, parking costs, congestion-related charges, waiting time, or extra work requested during the visit. If the customer disputes a charge after the service has been completed, they should notify us promptly and provide reasons for the dispute. Payment is not withheld simply because the customer is dissatisfied with an issue that falls within the limitations explained in these terms.
We may request full or partial payment before starting work for certain types of booking, including large commercial projects, repeat cancellations, or appointments arranged at short notice. Late payment may result in administration charges, interest, or recovery action permitted by law. Any costs incurred in recovering overdue sums may also be added to the amount owed, where lawful.
4. Cancellations, rescheduling, and missed appointments The customer may cancel or reschedule an appointment by giving reasonable notice. Unless otherwise stated in writing, cancellations made within 24 hours of the appointment time may incur a cancellation fee, and deposits may be retained to cover administrative loss and reserved labour time. Where a technician has already travelled to the property or begun preparation, the full appointment fee or a proportion of it may be charged. If the customer fails to provide access or is not present at the agreed time and the service cannot proceed, this may be treated as a missed appointment and charged accordingly.
We reserve the right to cancel or reschedule a booking in the event of sickness, vehicle breakdown, adverse weather, staff shortages, unsafe working conditions, or any event beyond our control that makes attendance impractical. In such cases, we will make reasonable efforts to rearrange the service at a mutually convenient time. We are not responsible for indirect losses arising from a cancellation or postponement where the reason is outside our reasonable control. If we are unable to perform the service and no alternative date is suitable, any prepayment made for the cancelled appointment will be refunded, subject to any lawful deductions for work already completed or costs already incurred.
5. Service limitations and customer responsibilities Carpet cleaning results can vary depending on fibre type, age, prior wear, staining, colour fastness, and the condition of the carpet before treatment. We do not guarantee that all stains, odours, or marks will be completely removed. Some stains may be permanent or may reappear due to wicking, underlying contamination, or previous cleaning attempts. The customer accepts that cleaning is a restoration and maintenance service, not a replacement for repair or refurbishment. Any verbal assurance about expected results should be interpreted reasonably and in light of the condition of the item being cleaned.
The customer must disclose any special concerns before cleaning begins, including colour sensitivity, loose seams, shrinkage risk, underlay issues, or prior damage. If the customer withholds relevant information, we will not be liable for poor results, further deterioration, or damage caused by the undisclosed condition. We may decline to treat certain stains or areas if, in our professional opinion, the treatment is likely to damage the carpet or produce an unsatisfactory outcome. Where suitable, we may recommend alternative cleaning approaches, but the final decision to proceed remains with the customer.
6. Liability and exclusions We will exercise reasonable care and skill when carrying out all services. However, liability is limited to losses directly caused by our negligence or breach of contract. We are not liable for pre-existing defects, fair wear and tear, hidden damage, or issues arising from the customer’s failure to provide accurate information or adequate access. We are also not liable for damage caused by unsuitable carpet condition, manufacturer defects, previous treatments, or the use of products not recommended for the relevant material.
To the maximum extent permitted by law, we exclude liability for indirect or consequential loss, including loss of profit, loss of opportunity, inconvenience, emotional distress, or costs arising from business interruption. Nothing in these terms limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot legally be excluded. If damage is alleged, the customer must notify us as soon as reasonably practicable and allow us the opportunity to inspect the issue before any repair or replacement is arranged.
7. Waste handling, chemical use, and regulations We aim to operate in a responsible manner and comply with applicable waste disposal and environmental requirements. Dirty water, waste residue, used consumables, and removed debris generated during cleaning will be handled in line with relevant disposal rules and environmental standards. Customers must not request disposal of prohibited materials, hazardous substances, sharps, asbestos-containing materials, bodily fluids, or any item that requires specialist handling unless this has been expressly agreed and lawfully arranged in advance.
Where cleaning solutions or spot treatments are used, we will use products that are appropriate for the task and handle them in a safe manner. The customer should inform us of allergies, sensitivities, pets, or environmental restrictions before work begins. We are not responsible for reactions caused by undisclosed sensitivities or for issues arising from the customer’s own use of chemicals before or after the service. Any waste transferred to us will be managed in accordance with reasonable care and applicable regulations, but the customer remains responsible for ensuring that the property and its contents do not contain unlawful or dangerous materials.
8. Access, safety, and site conditions We may refuse to start or continue work if we believe that the site is unsafe, unsanitary, or unsuitable for the service. This includes, without limitation, exposed wiring, aggressive animals, excessive clutter, severe damp, active leaks, unsafe flooring, pest infestation, or the presence of hazardous materials. The customer must take reasonable steps to provide a safe working environment. If work cannot proceed because of unsafe conditions, the booking may be treated as cancelled by the customer and a charge may still apply.
Our staff or contractors may leave the premises temporarily only where necessary to complete the job, retrieve equipment, or resolve operational issues. We do not accept responsibility for unsecured valuables, cash, jewellery, documents, or other personal items left unattended in the cleaning area. The customer is advised to secure such items before the appointment begins. If a third party is present, the customer remains responsible for their conduct and for ensuring they do not interfere with the work.
9. Complaints and remedy If the customer is dissatisfied with the service, they should raise the matter promptly after completion so that we may assess the concern while the facts are fresh. We may request photographs, a description of the issue, and the opportunity to revisit the property if appropriate. Where a complaint is upheld, our remedy may include a re-clean, partial refund, or another reasonable solution at our discretion, depending on the circumstances. No remedy will be provided where the issue arises from inaccurate information, customer misuse, normal re-soiling, or conditions outside our control.
10. Changes to these terms We may update these terms from time to time to reflect changes in our services, operating practices, or legal requirements. The version in force at the time of booking will generally apply to that booking, unless a later change is required by law or agreed in writing. Continued use of our service after changes have been communicated will be taken as acceptance of the revised terms for future bookings.
11. Governing law and jurisdiction These terms and any dispute or claim arising out of or in connection with 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, except where mandatory consumer law provides otherwise. If any part of these terms is found to be invalid or unenforceable, the remaining provisions will continue in full force and effect.
12. General provisions No failure or delay by us in exercising any right under these terms shall operate as a waiver of that right. If any provision is held unenforceable, the rest of the agreement remains valid. These terms, together with the booking confirmation and any written quotation, represent the entire agreement between the parties in relation to the service. Any variation must be agreed in writing or clearly confirmed at the time of booking. The customer acknowledges that they have read these terms carefully and agree that they are reasonable and necessary for the proper delivery of professional carpet cleaning services.