Terms and Conditions for Carpetcleaning NW3
These Terms and Conditions set out the basis on which carpet cleaning services are provided by Carpetcleaning NW3. They apply to all bookings, quotations, appointments, work carried out, and any related services supplied to domestic or commercial customers in the UK. By making a booking, the customer confirms that they have read, understood, and agreed to these terms. Nothing in these Terms and Conditions affects the customer’s statutory rights under UK consumer law.
Throughout this document, references to “we”, “us”, and “our” mean Carpetcleaning NW3, and references to “you” and “your” mean the customer placing the order. These terms should be read carefully before any appointment is confirmed. If any part of these terms is not acceptable, you should not proceed with the booking. The language used here is intended to be clear and practical, so customers understand the rules that apply before, during, and after the carpet cleaning service.
We may update these Terms and Conditions from time to time to reflect legal, operational, or commercial changes. Any updated version will apply to future bookings unless agreed otherwise in writing. The version in force at the time of booking will normally govern that appointment, unless a later change is required by law. Customers are encouraged to review these terms before each booking of carpet cleaning services, upholstery cleaning, rug cleaning, or any related treatment.
Booking Process. A booking is usually made after you provide details of the required service, including the number and type of rooms, the condition of the carpets, the preferred date, and any access requirements. Any quotation we give is based on the information provided at the time and is not a fixed offer to do work at every property in every circumstance. If the information supplied is inaccurate or incomplete, the price, method, or time required may need to be amended on arrival.
Once a date and time have been proposed, the booking is only confirmed when we acknowledge it and, where required, any deposit or pre-payment has been received. We may ask for photographs, measurements, or additional information before confirming a carpet cleaning appointment. This helps us assess the likely equipment, products, labour, and scheduling required. If a customer books on behalf of another person, that person is responsible for making sure all relevant details are correct and that the property is ready for the service.
The customer must ensure reasonable access to the property and to the areas to be cleaned. This includes arranging parking where required, clearing small items if requested, and advising us in advance of any hazards, fragile fittings, or security restrictions. If access is delayed or made impossible because information was not provided, we may treat the appointment as a late cancellation or charge an attendance fee. We reserve the right to refuse work where conditions are unsafe or materially different from those described at booking.
Payments. Unless we agree otherwise in writing, payment is due on completion of the service on the day of attendance. We may accept bank transfer, debit card, credit card, or other payment methods that are stated at the time of booking. Any deposit taken to secure a carpet cleaning service may be non-refundable in accordance with the cancellation section below, especially where a specific time slot has been reserved and work has been scheduled around that appointment.
Our prices may be based on room size, carpet condition, level of staining, fibre type, access difficulty, drying expectations, or additional treatments requested. Examples of additional treatments include stain removal, deodorising, sanitising, protection application, or specialist cleaning for delicate materials. Unless otherwise stated, quotes are exclusive of any extra work that becomes necessary after inspection. We will explain any reasonable price adjustment before carrying out additional work where time permits.
Late payment may result in a surcharge, interest, or recovery costs where permitted by law. If payment is not received when due, we may suspend further work, withhold non-essential documentation, or pursue lawful recovery action. Any discount, voucher, or promotional rate is valid only for the conditions stated at the time of offer and cannot usually be combined with other offers unless we confirm otherwise. For business customers, any agreed credit terms must be honoured strictly by the due date.
Cancellations and Rescheduling. Customers may cancel or move an appointment, but reasonable notice is required. If you need to reschedule a carpet cleaning visit, please notify us as early as possible so that the slot can be offered to another customer. Where a deposit has been taken, the amount may be retained if cancellation occurs after we have reserved the date, allocated staff, or incurred preparatory costs, except where consumer law says otherwise.
If you cancel shortly before the appointment, fail to provide access, or are not present when attendance is required, we may charge a cancellation fee or full appointment fee depending on the circumstances and the amount of notice given. This is because the appointment time has been set aside specifically for your cleaning service. We will normally consider notice given when it is received during our stated business hours, and not merely when a voicemail or message is sent outside those hours.
If we need to cancel or rearrange an appointment because of illness, equipment failure, unsafe conditions, transport delays, or any other event beyond our reasonable control, we will aim to notify you promptly and offer the next available slot. We are not liable for indirect inconvenience caused by a necessary change of date, provided we act reasonably and in good faith. Any amounts already paid for an appointment that we cancel will be refunded or re-applied to a new booking, as appropriate.
Service Standards and Customer Responsibilities. We will carry out carpet cleaning with reasonable skill and care, using appropriate methods for the material and condition of the carpet. However, some fibres, dyes, backing materials, and prior treatments may react unpredictably to moisture, cleaning agents, heat, or agitation. We do not guarantee the removal of every stain, odour, or mark, particularly where damage is permanent, has set over time, or was caused by substances that are difficult to treat.
The customer is responsible for telling us about existing damage, loose seams, colour loss, delicate underlay, previous flooding, mould, pet contamination, or any special risks before work begins. If a carpet has been poorly installed, badly worn, or structurally weakened, it may not be suitable for deep cleaning. We may decline to proceed if the risk of harm to the textile, furnishings, or surrounding surfaces is unacceptably high. In such cases, any advice given is based on visual inspection and is not a guarantee of outcome.
Where furniture must be moved, the customer should tell us in advance what items need repositioning and whether they are heavy, fragile, or fixed. We may move lightweight items at our discretion, but we are not required to move personal possessions, valuable objects, electronics, or items that could be damaged by lifting. You should remove fragile items, documents, and breakables before the appointment. If you ask us to move items, you do so at your own risk unless we agree otherwise in writing.
Liability. Nothing in these Terms and Conditions limits or excludes liability for death or personal injury caused by our negligence, fraud, fraudulent misrepresentation, or any other liability that cannot be limited under UK law. Subject to that, our liability for loss or damage arising from the carpet cleaning service is limited to the amount paid or payable for the specific service in question, except where a higher limit is required by law.
We are not responsible for indirect or consequential losses, including loss of profit, loss of business, loss of use, inconvenience, or emotional distress, unless required by mandatory consumer law. We will not be liable for damage caused by pre-existing defects, hidden weaknesses, unsuitable materials, manufacturer faults, or inaccurate information supplied by the customer. If an issue is discovered after cleaning, you must notify us within a reasonable time so that we can inspect and, where appropriate, offer a remedy.
Any claim relating to damage must be supported by evidence, including photographs and a clear description of what happened and when. You must allow us a reasonable opportunity to inspect the property and consider the matter before arranging independent repair or replacement, unless urgent action is required to prevent further damage. Our insurance, where applicable, does not create any additional rights beyond those provided by law or by these terms. We may decline responsibility for items not directly related to the cleaning service, such as hidden wiring or unstable fixtures.
Waste Regulations and Environmental Handling. We aim to operate in line with applicable UK waste rules, environmental duties, and local disposal requirements where relevant. Waste generated during carpet cleaning may include used cloths, protective materials, extracted debris, and small quantities of waste water. We will handle and dispose of such waste responsibly and, where appropriate, in accordance with lawful drainage and disposal practices. Customers must not ask us to dispose of hazardous substances unless this has been agreed in advance and is legally permitted.
If the carpet or surrounding area contains hazardous material, including bodily fluids, needles, chemicals, asbestos, or other regulated waste, you must tell us before the visit. We may refuse to handle, remove, or clean any item that is unsafe or that requires specialist licensed disposal. Any waste that belongs to the customer remains the customer’s responsibility unless we have expressly agreed to remove it as part of the service. The customer must also ensure that any items left for collection, disposal, or treatment are lawful to remove and do not breach waste regulations.
We may use cleaning products and methods that are intended to reduce unnecessary waste and minimise environmental impact, but we do not guarantee any particular environmental certification unless specifically stated. Where rinse water, residues, or contaminated material must be collected, we will take reasonable steps to prevent spillage and to leave the work area tidy. Customers should understand that some odours, residues, or discolouration associated with waste contamination may persist even after professional treatment, especially where the underlying issue is severe or prolonged.
Complaints and Revisit Policy. If you are dissatisfied with the carpet cleaning service, you should notify us as soon as possible and provide full details of the concern. We may ask for photographs, the booking reference, and a description of any relevant circumstances so we can assess the issue fairly. Where a legitimate service failure is identified, we may offer a return visit, partial refund, or other appropriate remedy at our discretion and in line with applicable law.
Our aim is to resolve issues reasonably and without unnecessary delay. A complaint does not entitle the customer to withhold payment for unrelated work that has been completed properly. If a revisit is offered, the customer must allow us reasonable access and a reasonable opportunity to put matters right. This section does not affect any legal rights you may have under the Consumer Rights Act 2015 or other UK consumer legislation.
In the event of a dispute, both parties agree to act in good faith and to try to resolve matters informally before taking formal action. Records of the booking, messages, quotes, and invoices may be used to clarify what was agreed. We may keep notes relating to the service for operational, legal, and accounting purposes. Such records will be handled in accordance with applicable data protection requirements, where relevant.
General Provisions. If any provision of these Terms and Conditions is found to be unlawful, invalid, or unenforceable, the remaining provisions will continue in full force. No failure or delay by us in enforcing any right will amount to a waiver of that right. Any variation to these terms must be agreed by us in writing. The customer may not assign or transfer the booking without our consent, especially where specialist carpet cleaning equipment, labour, or scheduling has been arranged for a particular premises.
These terms form the entire agreement between us and the customer concerning the relevant service, except where separate written terms apply to a commercial contract or a special arrangement. In the event of any inconsistency between these terms and a written quotation or confirmed contract, the written confirmation will normally take precedence to the extent of the inconsistency. Any headings are included for convenience only and do not affect interpretation.
Governing Law. These Terms and Conditions, and any dispute or claim arising from them or in connection with them, are governed by the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction, unless mandatory consumer legislation provides otherwise. By booking carpet cleaning services, the customer agrees that the contract is subject to this legal framework and to any rights or remedies available under UK law.
