Terms and Conditions for Carpet Cleaners E17
These Terms and Conditions set out the basis on which Carpet Cleaners E17 provides domestic and commercial carpet cleaning services, including related upholstery cleaning, stain treatment, deodorising, and other agreed surface care services. By making a booking, the customer confirms that they have read, understood, and accepted these terms. These conditions are intended to create a clear agreement between the customer and the service provider so that both parties know what to expect before, during, and after the appointment.
For the purposes of this document, the expressions “we”, “us”, and “our” refer to Carpet Cleaners E17, and “you” and “your” refer to the customer or person placing the booking. These terms apply to all carpet cleaning services supplied under the Carpet Cleaners E17 name unless we agree otherwise in writing. If any part of these terms is found to be unlawful or unenforceable, the remaining provisions will continue in full force so far as permitted by law.
We may update these terms from time to time to reflect changes in service methods, legal requirements, business operations, or industry practice. Any updated version will apply to future bookings made after the date of publication or notification. The version in force at the time of your booking will usually govern that booking unless a later written agreement is made between the parties.
1. Booking Process
Bookings for carpet cleaning services are accepted only when we have confirmed the appointment and, where applicable, received any required deposit or pre-authorisation. A booking request does not guarantee availability. Our carpet cleaners will provide an estimated service window based on the information supplied at the time of booking, including room count, carpet type, access conditions, and the level of soiling described by the customer.
When making a booking, you must provide accurate and complete details. This includes the service address, the type and approximate size of the areas to be cleaned, known stains, special fibres or materials, parking or access restrictions, and any relevant health and safety concerns. If the details you provide are incomplete or inaccurate, we may revise the quotation, amend the time needed for the work, or refuse to proceed if the service cannot be carried out safely or properly.
Once your booking has been accepted, we will normally confirm the date, estimated arrival period, and any pre-service requirements. You are responsible for ensuring that the property is accessible at the agreed time and that the areas to be cleaned are reasonably prepared. This may include moving fragile items, securing pets, and providing access to water and electricity where required. We may decline to clean areas that present a risk to equipment, property, or personnel.
2. Service Description and Customer Responsibilities
Our carpet cleaners use professional cleaning methods suitable for the condition and fibre type of the carpet or rug wherever reasonably practicable. The precise method may vary according to the material, age, wear, previous cleaning history, and level of contamination. The customer acknowledges that older, delicate, colour-sensitive, or badly maintained carpets may not respond in the same way as newer or well-kept items.
You are responsible for informing us of any pre-existing damage, shrinkage, loose seams, colour instability, moisture sensitivity, hidden stains, moth damage, odours, or prior treatment with untested products. If a carpet has been previously cleaned or repaired by another provider, this may affect the final result. We are not responsible for limitations caused by the item’s condition, manufacturing faults, or the customer’s failure to disclose relevant information before the appointment.
The customer should ensure that the work area is safe and reasonably clear of movable furniture and obstacles unless we have agreed to assist with light movement as part of the service. We may refuse to lift heavy, fixed, unstable, or high-risk items. Any assistance with moving furniture is provided at your request and at your risk, unless damage is caused by our negligence.
3. Payments and Charges
All prices are based on the information available at the time of quotation and may be adjusted if the actual service differs from the description provided during booking. For example, changes may arise where the area size is larger than stated, extra stain treatment is needed, access is more difficult than expected, or additional rooms or items are added on the day. Any material change in price will be explained before work continues wherever reasonably possible.
Unless otherwise agreed, payment is due upon completion of the service on the same day. We may accept bank transfer, card payment, or other methods specified at the time of booking. Cash payments, where accepted, must be made in full and in the correct amount. Failure to pay on time may result in additional administration charges, interest where legally permitted, and recovery action for unpaid sums.
Deposits or advance payments may be required to secure certain appointments, especially for larger projects, discounted slots, or peak periods. Any deposit will usually be deducted from the final amount due unless the booking is cancelled in a way that makes the deposit non-refundable under these terms. Promotional prices, vouchers, and special offers are subject to the stated conditions and may not be combined unless expressly allowed.
4. Cancellations, Rescheduling, and Missed Appointments
We understand that plans may change, and Carpet Cleaners E17 allows customers to cancel or reschedule bookings subject to reasonable notice. If you wish to cancel or amend an appointment, you should notify us as soon as possible. Where sufficient notice is given, no charge may apply beyond any non-refundable deposit clearly stated at the time of booking. The amount of notice required may vary depending on the size and nature of the service.
If you cancel at short notice, fail to provide access, are not present at the appointment when required, or the service cannot proceed because of circumstances within your control, we may charge a cancellation fee or retain some or all of any deposit to cover lost time and administrative costs. If our team arrives and is unable to complete the work because of unsafe conditions, inaccessible areas, or undisclosed risks, this may be treated as a late cancellation or aborted appointment.
We may also need to reschedule due to staff illness, vehicle issues, equipment failure, adverse weather, or other events beyond our reasonable control. In such cases, we will try to offer a new appointment at the earliest suitable time. We will not normally be liable for indirect loss arising from a necessary reschedule, provided we act reasonably and keep you informed where possible.
5. Liability and Limitations
We take reasonable care to deliver a professional carpet cleaning service, but certain risks are inherent in cleaning textiles and floor coverings. The customer accepts that some carpets may experience minor changes in appearance, pile direction, drying time, or odour release during the cleaning process. Stains caused by bleach, dye transfer, permanent staining, fading, wear, water damage, or chemical reactions may not be removable, even when all reasonable care is taken.
Our liability for any loss or damage caused by our negligence is limited to the reasonable cost of repair or replacement of the affected item, taking account of age, condition, and depreciation, and only where such loss is directly caused by our failure to exercise reasonable care and skill. We do not exclude liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be excluded under UK law.
We are not responsible for damage arising from hidden defects, pre-existing weakness, unsuitable materials, insufficient drying due to poor ventilation after our departure, or the customer’s use of the area before it is fully dry. Where a customer requests treatment contrary to our advice, or insists on a method that carries higher risk, any resulting issue will be at the customer’s responsibility unless we have expressly agreed in writing to proceed and the law provides otherwise.
6. Waste Regulations and Environmental Compliance
We aim to carry out our carpet cleaning services in a lawful and environmentally responsible manner. Waste water, used cloths, empty containers, packaging, and other residues generated during the service will be handled in accordance with applicable UK waste rules and any local disposal requirements that may apply. Where waste must be removed from site by us, we will dispose of it through appropriate channels and in a manner intended to minimise environmental harm.
You must not request or require us to dispose of prohibited, hazardous, or unidentified substances unless this has been expressly agreed in advance and can be lawfully managed. Materials such as bodily fluids, chemicals, oils, solvents, sharps, asbestos-related debris, mould contamination beyond standard cleaning scope, or other controlled waste may require specialist handling and may be refused if they present a risk or fall outside the normal service.
Where the service produces wastewater or residue requiring special attention, we may ask the customer to confirm suitable drainage or disposal arrangements. You remain responsible for ensuring that the property complies with its own building, tenancy, or estate rules in relation to drainage, discharge, and waste management. If specialist disposal is necessary, additional charges may apply, subject to prior notice where practical.
7. Access, Property Conditions, and Safety
The customer must provide safe and lawful access to the premises at the agreed time. If access depends on a concierge, caretaker, security system, parking restrictions, or temporary permits, you are responsible for arranging these in advance unless we have agreed otherwise. Our staff may refuse to enter an area that is unsafe, excessively cluttered, unsanitary, or otherwise unsuitable for carrying out the work safely.
You must also ensure that electrical sockets, water supply points, and ventilation are available where needed for the agreed cleaning process. We are not responsible for delays caused by lack of access, inability to obtain entry, or failure of the customer to prepare the property. If we incur waiting time or return travel because access is not ready, we may charge a call-out or waiting fee.
Any fragile, valuable, or sentimental items should be removed or secured before cleaning begins. This includes ornaments, electronics, documents, artwork, and easily damaged objects near the work area. Although our cleaners will act carefully, we cannot accept responsibility for accidental damage to items left in vulnerable positions unless such damage is caused by our negligence and is not excluded under these terms.
8. Complaints, Re-Cleans, and Notices
If you are dissatisfied with the result of a cleaning service, you should notify us within a reasonable time after completion and before the carpet is subjected to heavy use, further cleaning, or additional treatment by another provider. We may ask for photographs, a description of the concern, and an opportunity to inspect the affected area. This helps us determine whether the issue relates to workmanship, fibre limitations, pre-existing damage, or conditions outside our control.
Where a complaint is valid and relates to a matter within our responsibility, we may offer a re-clean or an appropriate remedial step as a reasonable first response. A re-clean will not be offered where the complaint relates to permanent stains, pre-existing defects, incorrect information supplied by the customer, or normal limitations of the cleaning process. Any remedy provided will be at our discretion, subject to your statutory rights.
Notices under these Terms and Conditions may be given by the means agreed at the time of booking or by any other reasonable method we accept. If the customer changes their contact details, they must inform us in good time. Failure to receive messages because details were outdated or incorrect will not invalidate a notice sent to the last information provided by the customer.
9. Governing Law and Jurisdiction
These Terms and Conditions, and any dispute or claim arising out of or in connection with them or the services provided by Carpet Cleaners E17, shall be governed by and interpreted in accordance with the law of England and Wales. If you are a consumer, you may have additional statutory protections that apply under UK consumer law, and nothing in these terms is intended to remove or limit those rights where they cannot lawfully be excluded.
Any dispute not resolved amicably should first be raised in writing and given a reasonable opportunity for review. If court proceedings become necessary, the parties agree that the courts of England and Wales will have the appropriate jurisdiction, subject to any mandatory rights or remedies available under applicable law. These terms are intended to work alongside, and not replace, your legal rights where those rights apply.
By proceeding with a booking, you confirm that you understand the service conditions, accept the payment obligations, acknowledge the practical limits of carpet cleaning, and agree to comply with any reasonable instructions provided by our team. These terms form the full agreement between the customer and Carpet Cleaners E17 in relation to the booked service, unless varied in writing by an authorised representative.
