Terms and Conditions for Clapham Carpet Cleaners

These Terms and Conditions set out the basis on which Clapham Carpet Cleaners provides domestic and commercial carpet cleaning and related fabric care services. By making a booking, confirming an appointment, allowing access to the property, or accepting the completion of work, the customer agrees to be bound by these terms. Please read them carefully before proceeding with any service. These terms are written for clarity and fairness, and they apply whether the service is a one-off visit, an urgent appointment, or a pre-arranged maintenance clean.

1. Definitions and scope
In these terms, “we”, “us”, and “our” mean Clapham Carpet Cleaners. “You” and “your” mean the customer, owner, occupier, tenant, or authorised representative requesting the service. “Services” means carpet cleaning and any related cleaning work expressly agreed in writing or by booking confirmation. Any reference to carpet cleaning services also includes upholstery or rug cleaning only where these have been specifically included in the booking. These terms do not create any obligation to provide services beyond those agreed at the point of booking.

All services are provided subject to availability, property access, and suitable working conditions. We may decline or suspend work where conditions are unsafe, where the item is unsuitable for treatment, or where a request would require methods outside normal professional practice. We reserve the right to use appropriate cleaning methods and equipment as we consider suitable for the material, condition, and contamination level of the item being treated. Reasonable care will always be taken, but certain stains, wear, colour loss, pre-existing damage, and permanent marks cannot be guaranteed to be removed.

2. Booking process
Bookings may be requested by telephone, email, online form, or any other method we make available from time to time. A booking is not confirmed until we have acknowledged it and provided a time, date, or service window. Any quotation, estimate, or indicative price is based on the information supplied by you. If the property details, fabric type, level of soiling, floor area, access conditions, or parking arrangements differ from the information provided, the final price may change.

It is your responsibility to ensure that all relevant information is accurate at the time of booking. This includes, but is not limited to, the number of rooms, the type of flooring, known stains, pet damage, damp conditions, recent DIY work, and whether specialist stain treatment may be required. If additional work is needed upon arrival, we may revise the appointment scope and price before starting. We will only proceed with any material change once you or your authorised representative has agreed to it.

When booking on behalf of another person, you confirm that you have authority to do so and to accept these terms on that person’s behalf. If access cannot be gained at the agreed time, or if the property is unsuitable for the scheduled service, we may treat the visit as a failed appointment and charge a call-out or minimum attendance fee where reasonable. Arrival times are estimates unless an exact time has been expressly agreed. Traffic, weather, equipment issues, and previous job overruns may affect punctuality.

3. Access, preparation, and customer responsibilities
You must ensure the property is reasonably prepared for cleaning before our arrival. This usually means that fragile items are removed from the working area, valuables are secured, and pets and children are kept away from equipment and wet surfaces. We may move light furniture only where this has been agreed and where it can be done safely. Heavy, fixed, or delicate items are excluded unless expressly included in the service scope.

You are responsible for providing access to water, electricity, and any other facilities reasonably required to carry out the service. If parking restrictions, access codes, building rules, loading limitations, or other site-specific issues affect our work, you must inform us in advance. Any delay, additional labour, or cost arising from incorrect information or restricted access may be charged to you. We may ask for written confirmation of certain instructions, particularly where there is a risk of damage or dispute.

The customer must also disclose any known hazards, including asbestos, structural weaknesses, electrical faults, pest activity, sewage contamination, or recent flood damage. If we consider a condition to be unsafe, we may stop work immediately. In such circumstances, payment may still be due for time spent, materials used, and reasonable attendance costs. We will use professional judgement, but we are not required to proceed where doing so would compromise health, safety, or the quality of the result.

4. Payments, deposits, and invoices
Unless otherwise agreed in writing, payment is due on completion of the service on the same day. We accept the payment methods that are confirmed at booking or on the invoice. For larger, specialist, or recurring jobs, we may request a deposit or part-payment in advance to secure the booking and cover administrative or material costs. Deposits are normally non-refundable except where we cancel the booking or where refund rights apply under law.

All prices, unless stated otherwise, are quoted in pounds sterling and may be exclusive or inclusive of VAT depending on the status shown at the time of quotation. If VAT applies, it will be shown separately where required. Any additional services, stain treatments, parking charges, congestion-related costs, waiting time, or extra labour requested during the visit will be added to the final invoice. If payment is not made on time, we may charge statutory interest and any reasonable recovery costs permitted by law.

Where payment is made by bank transfer or another delayed method, the service is not considered fully paid until cleared funds are received. We may withhold final documentation, future bookings, or aftercare support until payment is complete. Any dispute about an invoice must be raised promptly and in good faith, with sufficient detail to allow review. Undisputed amounts must still be paid by the due date even if another part of the invoice is questioned.

5. Cancellations, rescheduling, and missed appointments
You may cancel or reschedule a booking by giving reasonable notice. Unless a different notice period is stated in the quotation or confirmation, at least 24 hours’ notice is expected for standard appointments. If cancellation is made after we have reserved time, allocated staff, ordered materials, or begun travel, a cancellation fee may apply to reflect our loss and reasonable costs. This is particularly relevant for specialist carpet cleaning services requiring dedicated scheduling.

If you need to postpone, please notify us as soon as possible. We will try to offer an alternative slot, but availability cannot be guaranteed. If you fail to provide access, are not present when attendance is required, or are otherwise unable to proceed at the agreed time, we may charge a missed appointment fee. Any refund of a deposit, where applicable, will be assessed taking into account work already carried out, third-party costs, and the notice provided.

We may cancel or reschedule a booking where weather, safety, staff illness, equipment failure, supply issues, or other matters beyond our reasonable control make attendance impractical. In such cases, we will use reasonable efforts to arrange a new appointment. We will not be liable for indirect loss arising from a reasonable cancellation or delay, provided we act fairly and in accordance with these terms. Nothing in this clause affects your statutory rights where they apply.

6. Liability, damage, and limitations
We will perform the services with reasonable skill and care. If we damage property through proven negligence, we will consider an appropriate remedy, which may include repair, re-cleaning, replacement, or compensation up to the reasonable value of the affected item, subject to the limits below. You must notify us of any alleged damage as soon as reasonably possible and, in any event, within 24 hours of completion, unless you could not reasonably have discovered the issue sooner.

We are not responsible for pre-existing damage, fragile materials, colour instability, hidden defects, faulty installation, shrinkage caused by unsuitable materials, or deterioration due to age, wear, mould, damp, or contamination. Some stains may be impossible to remove completely, and some fabrics may react unpredictably even where standard testing has been carried out. We may test areas in advance where appropriate, but tests do not guarantee an outcome. Customers are strongly advised to disclose any prior treatments, topical protectors, or repairs.

If you request that we proceed against our advice, or you insist on a method that carries risk, you accept responsibility for the likely consequences to the extent permitted by law. Our total liability for any claim arising out of the services, whether in contract, tort, or otherwise, will be limited to the total amount paid or payable for the specific service giving rise to the claim, except where the law does not allow this limitation. Nothing in these terms excludes liability for death or personal injury caused by negligence, fraud, or any other liability that cannot be excluded under English law.

7. Waste regulations, disposal, and environmental compliance
We operate in accordance with applicable UK waste and environmental rules. Any waste generated by the service that we remove from site will be handled responsibly and disposed of through appropriate channels where required. Waste materials may include packaging, used cloths, disposable protective items, heavily contaminated residues, or contents expressly agreed for removal. We do not generally remove household waste, hazardous substances, clinical waste, or materials requiring specialist licensing unless this has been expressly agreed and we are permitted to do so.

You must tell us in advance if any item, stain, residue, or liquid may be hazardous, contaminated, or subject to special disposal requirements. If we discover hazardous material during the job, we may pause work and request further instructions. Where the law requires specialist handling, we may refuse to proceed until the matter is dealt with by the appropriate party or contractor. You agree not to ask us to dispose of prohibited materials in a manner that would breach environmental or waste legislation.

Any packaging, containers, or non-hazardous debris left behind after treatment remains your responsibility unless we have agreed in writing to remove it. We aim to minimise waste and use cleaning products sensibly, but the exact methods and consumables used may vary depending on the condition of the item and the service requested. If you ask us to use a particular product, you must confirm that it is safe and suitable for the material and environment. We may decline product requests that we consider unsafe or non-compliant.

8. Aftercare, exclusions, and service outcomes
Following cleaning, you may be given aftercare instructions such as drying times, ventilation advice, and temporary restrictions on foot traffic or furniture placement. You are responsible for following those instructions. Failure to do so may affect the finish or lead to re-soiling, staining, or damage, for which we are not liable. Any estimated drying time is approximate and may vary with weather, carpet type, ventilation, and humidity. We do not guarantee exact drying times.

Our services are designed to improve cleanliness, hygiene, and appearance, but they are not a restoration or preservation guarantee. We do not promise to restore items to “like new” condition unless that has been expressly agreed in writing and is reasonably possible. Certain conditions, including permanent dye loss, sun fading, ingrained contamination, adhesive residue, and long-standing marks, may remain visible after treatment. The presence of odour, staining, or wear does not automatically indicate poor performance on our part.

We may use subcontractors or trusted partners to deliver part or all of the service. If we do so, we remain responsible for the standard of work we have agreed to provide, subject to these terms and applicable law. Any subcontractor acting on our behalf will be expected to follow appropriate professional standards, health and safety requirements, and confidentiality obligations relating to the property and the service carried out.

9. Complaints and disputes
If you are dissatisfied with any part of the service, you should notify us promptly and allow a reasonable opportunity to inspect, discuss, or where appropriate remedy the issue. Complaints must be made in a courteous and specific manner, explaining the concern and any supporting details. We may request photographs, access to the affected area, or a follow-up visit. Failure to allow us a fair chance to review the matter may affect our ability to resolve it.

We aim to handle concerns reasonably and without unnecessary delay. If a correction is appropriate, the remedy may be limited to re-attendance or a partial refund at our discretion, depending on the circumstances and the extent of the issue. This does not limit any legal rights you may have where a mandatory remedy is required by law. Nothing in these terms is intended to remove consumer protections that cannot be excluded or restricted.

Any agreement to settle a dispute must be in writing and signed or otherwise clearly accepted by both parties. General comments, assumptions, or informal messages will not amend these terms unless we confirm the change in a durable form. If a provision is found to be unenforceable, the remaining provisions shall continue in full force, and the invalid part shall be interpreted as narrowly as necessary to preserve the lawful intention of the agreement.

10. Governing law
These Terms and Conditions, 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 jurisdiction over any dispute that cannot be resolved amicably or through any agreed complaint process. If you are a consumer resident elsewhere in the UK, any mandatory rights available to you under applicable law remain unaffected.

By booking Clapham Carpet Cleaners, you confirm that you have read, understood, and agreed to these terms. If you are booking on behalf of a business, landlord, agent, or other party, you confirm that you have authority to accept these terms for that party and to make payment on their behalf where required. These terms may be updated from time to time, and the version in force at the time of your booking will generally apply unless a later change is required by law.

Final note: these terms are intended to balance professional service delivery with fair customer expectations. They are designed to apply clearly to Clapham carpet cleaning appointments without unnecessary complexity, while still setting out the key matters of booking, payment, cancellation, liability, waste handling, and legal jurisdiction. If any part of the service is arranged under a separate written contract, that contract will take priority to the extent of any inconsistency.