Carpet Cleaning NW11 Service Terms and Conditions
These Terms and Conditions apply to all carpet cleaning services provided by Carpetcleaning NW11, including domestic and commercial carpet care, stain treatment, odour reduction, and related upholstery or fabric cleaning work agreed in writing or verbally at the time of booking. By making a booking, the customer confirms that they have read, understood, and accepted these terms. For the purposes of these conditions, references to “we”, “us”, or “our” mean the service provider, and references to “you” or “the customer” mean the person requesting the service or authorising access to the premises.
These terms are designed to create clear expectations about the way the carpet cleaning service is arranged and performed. They cover the booking process, payment arrangements, cancellations, liability limits, waste handling obligations, and the law that applies to any dispute or interpretation. If any part of these terms is found to be unlawful or unenforceable, the remaining provisions will continue in full force to the extent permitted by law. Nothing in these terms affects your statutory rights as a consumer under UK law.
A booking is considered requested once the customer provides the relevant service details, including the type of flooring or fibre, number of rooms or areas, access conditions, and any known issues such as heavy soiling, pet contamination, or prior treatment. We may ask for photographs, measurements, or further information to confirm the suitability of the service. A booking is only confirmed when we have accepted the appointment and, where applicable, received any required deposit or prepayment. The customer is responsible for ensuring that all information supplied is accurate and complete.
The service scope agreed at booking will normally include the cleaning methods reasonably suitable for the carpet type and level of soiling described. If our technician identifies additional work or conditions on arrival, including pre-existing damage, inaccessible areas, or contamination that changes the nature of the job, we may revise the quotation or decline to proceed if the requested work would be unsafe, impractical, or outside our normal service parameters. Any significant variation will be explained before further work continues whenever reasonably possible.
Access and preparation are the customer’s responsibility. You must ensure that the premises are ready for the appointment, that electricity and water supplies are available where needed, and that our technician can safely move through the working area. The customer should remove small personal items, valuables, fragile objects, and any items that may obstruct the cleaning process. Unless specifically agreed, we do not disconnect appliances, move excessively heavy furniture, or handle items that create a risk of damage or injury. If delays occur because the site is not ready, additional charges may apply.
We aim to arrive within the time window agreed at the point of booking, but all arrival times are approximate and may be affected by traffic, weather, emergency callouts, or earlier work overruns. We will make reasonable efforts to notify the customer of material delays. If access is denied, the property is unattended without prior arrangement, or the appointment cannot proceed for reasons outside our control, the booking may be treated as a late cancellation or failed visit and charged accordingly.
Prices are normally quoted based on the information supplied before the appointment and may be expressed as a fixed fee, room rate, area rate, or bespoke quotation. The final price may vary if the actual work differs from the original description, if additional rooms or treatments are requested on the day, or if extra time and materials are needed because of unexpected conditions. All prices are stated in pounds sterling unless otherwise agreed and may be subject to VAT where applicable. We will make reasonable efforts to explain any change before commencing additional chargeable work.
Payment is due in full on completion of the service unless an alternative arrangement has been agreed in writing beforehand. We may accept card payment, bank transfer, cash, or other methods notified at the time of booking; however, acceptance of any particular method is not guaranteed. Where a deposit is required, it secures the appointment and may be non-refundable in line with the cancellation rules below. Any unpaid sums must be settled promptly, and we reserve the right to charge reasonable recovery costs and statutory interest on overdue balances where permitted by law.
If the customer disputes any invoice item, the undisputed portion should still be paid by the due date. A billing query must be raised as soon as reasonably possible and no later than seven days after the invoice date unless a longer period is required by law. Failure to raise a timely issue may make it more difficult to investigate the matter, though it does not remove your legal rights. Any agreed refund will normally be made using the original payment method unless another lawful method is agreed.
Bookings may be cancelled or rearranged by the customer, but notice must be given as early as possible. Where cancellation occurs more than 48 hours before the appointment, no cancellation charge will usually apply unless a non-refundable deposit has already been taken and disclosed at the time of booking. Where less than 48 hours’ notice is given, we may charge a reasonable cancellation fee to reflect lost time and administrative costs. If cancellation occurs on the day of the appointment, or if the technician cannot gain access on arrival, the full appointment fee may be charged.
We also reserve the right to cancel or postpone an appointment where circumstances make performance impractical, unsafe, or unreasonable, including severe weather, illness, equipment failure, or lack of access information. If we cancel for reasons within our control, we will offer a new appointment or refund any advance payment relating to the cancelled service. If we are unable to carry out the service because of information provided by the customer that proves materially inaccurate, we may apply a cancellation or wasted journey charge.
Once cleaning has begun, the customer may ask us to stop work, but charges will be based on the service already delivered, together with any materials or labour reasonably committed to the job. Some cleaning results depend on drying time, fibre condition, previous treatment, and the nature of the stains or contamination. For that reason, no guarantee is given that all marks, odours, or residues can be removed completely. We will, however, use reasonable care and suitable professional methods to achieve an appropriate standard of cleaning for the relevant conditions.
Our liability is limited to losses that are a foreseeable result of our negligence or breach of contract. We do not exclude or limit liability where it would be unlawful to do so, including liability for death or personal injury caused by our negligence, fraud, or fraudulent misrepresentation. Subject to those legal limits, we are not responsible for indirect losses, loss of profit, loss of business, or consequential damage arising from the service. The customer should ensure that any particularly valuable or vulnerable items are removed from the work area before cleaning begins.
Although our technicians use reasonable care, carpet cleaning can involve some inherent risk, especially where items are old, fragile, badly fitted, already damaged, or made from delicate fibres. We are not liable for pre-existing faults, hidden wear, manufacturing defects, colour loss, shrinkage caused by previous installation issues, or damage that occurs because the customer asked us to proceed despite our warnings. If a complaint about accidental damage is made, the customer must allow us a reasonable opportunity to inspect the item, investigate the issue, and, where appropriate, attempt an agreed remedy.
To support any claim, the customer should notify us as soon as reasonably possible and provide clear evidence of the alleged damage or problem. Any steps taken by the customer to repair, replace, or dispose of the affected item without giving us that opportunity may affect the assessment of liability. Where liability is accepted, our responsibility will normally be limited to the reasonable cost of repair or replacement of the affected item, taking account of age, condition, and fair wear and tear, and never more than the amount paid for the specific service in question unless the law requires otherwise.
We follow applicable UK waste handling and environmental requirements when removing waste generated during the service, including used solution, disposable materials, packaging, and any contaminated residues collected as part of the job. The customer must disclose any hazardous, infectious, or unusual contamination before the appointment, including bodily fluids, mould, chemicals, asbestos suspicion, or pest-related waste. We may decline to handle any material that is classified as hazardous or that requires specialist licensing, storage, transport, or disposal beyond the scope of a standard cleaning service.
Where waste is generated during carpet cleaning, it will be stored, handled, and disposed of in a responsible manner consistent with applicable law and safe working practice. The customer remains responsible for ensuring that the premises are suitable for the service and for identifying any restricted or regulated waste present before work begins. If specialist disposal is required due to contamination or unusual conditions not disclosed at booking, additional charges may apply and the appointment may be paused until a safe plan is agreed.
Environmental and waste compliance is a shared responsibility. We use reasonable efforts to minimise unnecessary waste and to avoid discharging materials into drains, soil, or surfaces in a manner that would breach environmental rules. The customer must not ask us to dispose of items or substances unlawfully, and we will refuse any request that would place us in breach of waste, environmental, or health and safety obligations. If an authority, landlord, managing agent, or insurer requires a record of waste handling, the customer is responsible for obtaining such documentation unless we have expressly agreed to provide it.
The customer agrees to provide truthful and complete information about the property, access arrangements, known stains, prior treatments, and any special risks. If any omission or inaccuracy causes additional work, wasted time, or damage that could have been avoided, we may charge an appropriate supplementary fee or decline future service. You also confirm that you have authority to arrange the carpet cleaning service for the premises, including any rented, shared, or managed property, and that you have permission to authorise the work on behalf of other occupants where necessary.
Any complaint about the service should be made promptly and in writing or by the agreed communication method. We will review the matter fairly and may request photographs, supporting information, or access to inspect the work. A complaint does not entitle the customer to withhold payment for services properly performed. Where a remedy is appropriate, we may offer re-cleaning, partial adjustment, or another reasonable solution depending on the circumstances and the nature of the issue raised.
These terms and any dispute or claim arising from them are governed by the laws of England and Wales. The courts of England and Wales will have exclusive jurisdiction over any legal proceedings, although we may also rely on any mandatory consumer rights or alternative dispute resolution process required by law. By booking a carpet cleaning service with us, the customer agrees that these terms form the basis of the contract and should be read together with the quotation, booking confirmation, and any written service notes agreed for the specific appointment.