Terms and Conditions for Carpet Cleaners Roehampton

These Terms and Conditions set out the basis on which carpet cleaning services are supplied by Carpet Cleaners Roehampton to residential and commercial customers in the UK. By making a booking, confirming an appointment, allowing access to the premises, or accepting a quotation, the customer agrees to these terms. These conditions are designed to create a clear understanding of the service scope, booking process, payment obligations, cancellation rights, liability limits, waste handling, and the legal framework that applies to the agreement.

For the purposes of these terms, references to “we”, “us”, and “our” mean the service provider trading as Carpet Cleaners Roehampton. References to “you” or “the customer” mean the person, business, landlord, tenant, or authorised representative who requests or receives the service. These terms apply to carpet cleaning and related soft floorcare services supplied in England, Scotland, Wales, and Northern Ireland, subject to any mandatory local consumer law.

Booking Process

A booking may be made by telephone, email, online form, or any other method we make available from time to time. A booking is only confirmed when we have accepted it and, where required, received any booking deposit or pre-authorisation. Any quotation given before the visit is based on the information supplied by the customer and may be amended if the actual condition, size, fabric type, access, parking, or contamination level differs from what was described.

How Bookings Are Confirmed

We may ask for details about the number of rooms, carpet construction, stains, pet issues, previous cleaning history, and the presence of any health, safety, or access concerns. If a customer fails to disclose relevant information, we reserve the right to revise the price, change the method, restrict the service, or decline the job on arrival. Appointment times are estimates unless a fixed time is expressly agreed. Traffic, weather, staffing, and site conditions may affect arrival times.

The customer must ensure that the premises are ready for cleaning at the scheduled time. This includes removing fragile items, valuables, and small objects from the work area, securing pets, and ensuring suitable access to water, electricity, and the areas to be cleaned. If access is delayed or the service cannot proceed because the property is not ready, waiting charges or a cancellation fee may apply. If our team has to return on another day due to avoidable delays, additional charges may be incurred.

Prices and Payments

All prices are shown in pounds sterling unless stated otherwise. Prices may be quoted as fixed fees, itemised rates, or estimates based on room size and service type. Unless we state that a quotation is fixed, any quote is an estimate and may change if the job is more complex than expected. Additional charges may apply for parking, restricted access, severe staining, specialist fibre treatment, odour removal, or the use of extra equipment and materials.

Payment is due immediately on completion unless we have agreed alternative terms in writing before the service begins. We may accept card payment, bank transfer, cash, or other methods announced at booking. For business customers, invoice terms may be offered at our discretion and payment must then be made by the due date shown on the invoice. Late payment may result in interest, recovery costs, and suspension of future services, subject to applicable law.

Deposits, Cancellations, and Changes

If a deposit is requested, it secures the appointment and may be non-refundable except where the law requires otherwise. The customer may cancel or reschedule by giving reasonable notice. For consumer bookings, the customer may have cancellation rights under the Consumer Contracts Regulations 2013 where the service is booked at a distance and the statutory conditions are met. If work begins within the cancellation period at the customer’s request, the customer may lose the right to cancel once the service has been fully performed.

Where a booking is cancelled or rescheduled too late for us to reallocate the appointment, a cancellation fee may be charged to cover loss of time, staff allocation, and travel preparation. We will usually regard short-notice cancellation as notice given less than 24 hours before the scheduled start time, unless the job size or circumstances justify a different period. If we arrive at the property and cannot complete the service because of the customer’s actions or omissions, the full or partial service charge may still be payable.

Service Standards and Customer Obligations

The customer agrees to provide accurate information and to cooperate reasonably so the service can be delivered safely and effectively. This includes notifying us of known risks such as fragile flooring, recent repairs, underfloor heating, water ingress, hidden damage, or contamination from bodily fluids, oils, chemicals, or other hazardous substances. We may refuse to handle certain materials if we believe there is a risk to health, safety, or property.

We will use reasonable skill and care when carrying out carpet cleaning. However, cleaning results can vary depending on carpet age, wear, pile condition, previous treatments, and fibre sensitivity. Some stains may be permanent or may reappear after drying. The customer acknowledges that not all marks can be removed and that some shrinkage, colour change, texture change, or pile distortion may occur in vulnerable fabrics even when proper methods are used. Such outcomes are not treated as defects where they arise from the inherent condition of the item.

Access, Delays, and Site Conditions

If furniture must be moved, this will only be done where it is reasonably safe and agreed in advance or during the visit. Heavy, fixed, fragile, or valuable items may be left in place. The customer should tell us about items that must not be moved. We are not responsible for pre-existing damage, unstable furniture, hidden defects, or breakages caused by items that are already weakened.

Any delay caused by the customer, including restricted parking, missing keys, locked rooms, inaccessible areas, or unsafe conditions, may affect the appointment and may result in an additional charge. If the premises are unhygienic or unsafe, we may suspend work until the issue is corrected or cancel the visit. In such cases, charges may still apply for time spent on site and costs incurred.

Liability and Limitations

Nothing in these terms limits or excludes liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be limited or excluded. Subject to that, we are not liable for indirect or consequential loss, loss of profit, loss of business, loss of opportunity, or any loss arising from the customer’s failure to follow our instructions or to disclose relevant information.

Our total liability for any claim connected with a particular booking shall normally be limited to the amount paid, or payable, for the service in question, except where mandatory law provides otherwise. If any item is damaged and a valid claim is established, our preferred remedy may be repair, replacement, re-cleaning, or a refund of the affected service element, at our discretion and subject to the nature of the issue. We will not be liable for pre-existing defects, wear and tear, hidden damage, or items that deteriorate due to normal drying or the characteristics of the material.

The customer must report any complaint or alleged loss as soon as reasonably possible and, in any event, within a reasonable time after the service. The customer should allow us a fair opportunity to inspect the issue, request supporting evidence, and consider any remedy. Failure to notify us promptly may limit our ability to investigate and may affect the outcome of any claim.

Waste Regulations and Environmental Responsibilities

We comply with applicable UK waste handling rules and environmental duties when removing and disposing of waste created by our work. This may include used packaging, waste water, contaminated materials, disposable cloths, or residue collected during the cleaning process. Waste will be managed in a lawful and responsible manner, and where necessary transferred only to authorised facilities or carriers in accordance with the Environmental Protection Act 1990, waste duty of care obligations, and any relevant local authority rules.

The customer is responsible for informing us of any special waste, hazardous materials, or contamination risks before the service begins. We do not generally remove hazardous waste, sharp items, asbestos, clinical waste, or substances that require specialist disposal unless expressly agreed and legally permitted. If such materials are discovered during the job, we may stop work and ask the customer to arrange appropriate handling. Any extra costs arising from incorrect disclosure may be charged to the customer where lawful.

Where waste water or extraction residue must be disposed of, it will be handled in line with environmental standards and with due regard to drains, surface water systems, and property rules. The customer should not ask us to dispose of materials in a way that would breach legal requirements or building regulations. We may refuse any instruction that appears unlawful or environmentally unsafe.

Data, Property, and Risk

We will handle any personal information provided for booking and service administration in accordance with applicable data protection law. Information supplied by the customer may be retained for scheduling, invoicing, accounting, legal, and customer service purposes. We will take reasonable care of keys, codes, and access arrangements provided to us, but the customer remains responsible for ensuring secure arrangements and for safeguarding personal property and valuables during the service.

Risk in cleaned items generally passes back to the customer once the service is complete and the premises have been left, except where loss or damage is caused by our proven negligence and subject to these terms. The customer should allow sufficient drying time before use and should follow any aftercare instructions we provide, including ventilation, avoidance of heavy foot traffic, and keeping furniture off damp carpet where advised. We are not responsible for damage caused by premature use or failure to follow reasonable aftercare guidance.

We may take photographs before, during, or after the service for quality control, training, record-keeping, and evidence purposes, provided this is done lawfully and with appropriate respect for privacy. Such images will not normally identify the customer personally unless required for a legitimate business or legal purpose.

Termination and Suspension

We may suspend or terminate a booking if the customer breaches these terms, refuses to cooperate, acts abusively, or creates an unsafe environment. We may also withdraw from a job if payment cannot be verified or if the scope of work materially differs from what was agreed. In those circumstances, any sums already due for work carried out, travel, materials, or wasted time may remain payable.

We may update these Terms and Conditions from time to time. The version in force at the time of booking will normally apply to that booking unless a change in law requires immediate application. Any variation to these terms must be agreed by an authorised representative of the service provider in writing. Verbal statements or informal messages will not override these terms unless confirmed by us in writing.

Governing Law and Jurisdiction These Terms and Conditions are governed by the laws of England and Wales unless the customer is based in Scotland or Northern Ireland and mandatory local law requires a different approach. Any dispute arising out of or in connection with the service shall be subject to the jurisdiction of the courts of the relevant part of the United Kingdom, without prejudice to any consumer rights that cannot be waived by agreement.

General Provisions If any part of these terms is found to be invalid, unlawful, or unenforceable, the remainder will continue in force. A failure by us to enforce any right shall not amount to a waiver of that right. These terms form the entire agreement between the parties in relation to the service, together with any written quotation, invoice, or confirmed booking note that specifically refers to them.