Terms and Conditions for Carpet Cleaners Richmond upon Thames
These Terms and Conditions set out the basis on which carpet cleaning services are provided by Carpet Cleaners Richmond upon Thames to domestic and commercial customers in the UK. By making a booking, the customer agrees to be bound by these terms, which are designed to create a clear understanding of the service process, payment arrangements, cancellation rules, and the responsibilities of both parties. These terms apply to all standard carpet cleaning appointments, including related fabric and upholstery care where agreed in advance. Please read them carefully before confirming any service.
In these terms, “we”, “us” and “our” refer to the service provider, and “you” or “the customer” refer to the individual or business purchasing the service. The wording is intended to be practical and straightforward. It does not affect any rights that cannot legally be excluded under UK consumer law. If there is any inconsistency between these terms and mandatory legal rights, the law will prevail.
A booking is only confirmed once we have accepted the request and, where required, received any deposit or pre-authorisation. We may ask for details about room size, floor type, stains, access conditions, parking, or the presence of delicate materials so that we can provide an accurate estimate and allocate the appropriate equipment. Carpet cleaners Richmond upon Thames reserve the right to decline bookings where the service requested is unsuitable, unsafe, or beyond the scope of our equipment and training.
Customers are responsible for ensuring that all information supplied at the time of booking is accurate and complete. This includes the number of rooms, expected condition of the carpets, and whether any items need to be moved. We may rely on the information provided when allocating time and pricing the service. If the information later proves inaccurate, we may revise the quote, adjust the appointment duration, or reschedule if the job cannot be safely completed as planned.
Booking process typically follows these steps: request an estimate, confirm service requirements, receive a price, agree an appointment slot, and make any required payment arrangement. Any time estimate is based on the average condition of the carpet and normal site access. Delays caused by traffic, restricted entry, waiting for keys, or site issues may reduce the available time on the day. We will always aim to complete the work to a professional standard within the agreed service window.
We may contact you to confirm access, parking arrangements, or any special instructions before the appointment. If the property is vacant, you are responsible for ensuring access is available at the agreed time. Where keys, concierge arrangements, or third-party access are involved, you confirm that all permissions have been arranged before the visit. Failure to provide access may be treated as a late cancellation or wasted visit.
All prices are quoted in pounds sterling and may be stated as fixed fees, estimates, or call-out-based charges depending on the nature of the work. Unless otherwise agreed, prices are inclusive of labour and standard cleaning products but may exclude specialist stain treatments, moving heavy furniture, parking charges, congestion-related costs, or additional services requested on site. If extra work is needed, we will explain the likely additional cost before proceeding where reasonably possible.
Payment is due in accordance with the method agreed at the time of booking or upon completion of the service, unless a different arrangement has been confirmed in writing. We may require advance payment, partial prepayment, card authorisation, bank transfer, or immediate settlement after completion. Failure to pay when due may result in interest, debt recovery action, or suspension of future bookings, to the extent permitted by law. We do not provide credit unless expressly agreed.
Where a deposit is taken, it may be used to secure the appointment and offset losses if the booking is cancelled late or access is not provided. Deposits are not automatically refundable unless required by law or specifically stated in the booking confirmation. If the service is completed and any balance remains outstanding, the balance must be paid immediately unless otherwise agreed. We reserve the right to retain goods, suspend future services, or take legal action where non-payment occurs, subject always to applicable law.
All cancellations must be made within a reasonable time and preferably in writing or by the agreed communication channel. If you cancel more than a reasonable notice period before the appointment, any deposit may be refunded or retained according to the booking conditions disclosed at the time of purchase. If you cancel with short notice, or if our team attends and cannot carry out the work because of circumstances within your control, you may be charged a cancellation fee to cover lost time and expenses.
We may also cancel or postpone an appointment where there are safety concerns, adverse weather affecting access, equipment failure, staff illness, or any event outside our reasonable control. In such cases, we will try to offer a new appointment time. If a reschedule is not appropriate, any prepaid amount relating to the cancelled element will be refunded in line with legal requirements and our booking conditions. We are not responsible for indirect losses arising from a lawful cancellation or postponement.
Customers should remove small valuables, fragile ornaments, and personal items from the work area before the appointment. While our team will work carefully, we do not accept responsibility for items left in the cleaning zone unless damage results from our negligence or a breach of these terms. Heavy furniture moving is only included if agreed in advance. Where furniture is moved, you accept that minor scuffs or movement marks may occur on aged or unstable items unless caused by our fault.
Liability is limited to losses or damage caused by our negligence, wilful misconduct, or failure to provide the service with reasonable care and skill. Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be limited under UK law. Subject to those exceptions, we will not be liable for indirect, special, or consequential losses, loss of profit, loss of opportunity, or any damage arising from pre-existing faults or wear and tear.
Carpet cleaning may occasionally reveal pre-existing damage, such as worn fibres, colour loss, dye bleed, old stains, shrinkage, or marks caused by prior cleaning attempts. Results can vary according to material, age, previous treatment, and the extent of soiling. We do not guarantee complete removal of every stain or odour, especially where the issue has set into the fibres or backing. Any estimate of outcome is given honestly, but it is not a promise of perfection.
If you believe we have caused damage, you must notify us as soon as reasonably possible and in any event within a reasonable period after the service. You should allow us a fair opportunity to inspect the issue and, where appropriate, to remedy it. We may ask for photographs, product information, or evidence of the condition before and after cleaning. Claims not reported promptly may be harder to investigate and may affect our ability to respond effectively.
We will exercise reasonable care when dealing with waste, wastewater, packaging, used cleaning materials, and any removed debris generated during the service. All waste will be handled in accordance with applicable UK environmental and disposal requirements. Customers must not ask us to dispose of prohibited materials, hazardous substances, sharps, asbestos, bodily fluids, or any item requiring specialist treatment unless the matter has been expressly agreed and is legally permissible. If unsuitable waste is encountered, we may stop work and leave the area safe where possible.
The customer remains responsible for the contents of the property and for identifying any materials that may require special handling. If the carpets, underlay, or adjacent surfaces contain substances that are hazardous or regulated, you must inform us before the appointment. We may refuse to clean contaminated areas or apply methods that could cause contamination to spread. Any additional disposal cost created by unexpected waste, contamination, or specialist handling may be charged to the customer if permitted by law and reasonably incurred.
Where wastewater is produced, we will dispose of it responsibly and avoid unlawful discharge. You must provide appropriate access to sinks, drains, or agreed disposal points if needed for the service. If access is not suitable, we may pause the job until a safe method is available. We may also refuse to use cleaning products or procedures where local building conditions, drainage, or environmental considerations make compliance difficult or unsafe. Waste rules are followed to protect people, property, and the environment.
By booking with us, you confirm that you have authority to authorise the service at the property and that the premises owner or landlord has consented where necessary. If you are booking on behalf of a business, you confirm that you have authority to bind that business to these terms. Any instructions given by one occupant, employee, or agent may be treated as authorised unless we are informed otherwise in writing before the appointment.
We may suspend or end the service if our operatives are subjected to abuse, unsafe conditions, illegal activity, harassment, or interference preventing proper performance of the work. In such circumstances, any completed work will remain payable. We may also refuse to use machinery, chemicals, or access methods that we consider unsafe or unsuitable for the surface being treated. Our team’s professional judgment on site is intended to protect both the property and the quality of the cleaning result.
Any complaint should be raised promptly so that it can be reviewed fairly and without unnecessary delay. We will consider complaints in good faith and may request supporting information. If we identify a service issue caused by us, we may offer a re-clean, partial refund, price adjustment, or another reasonable remedy depending on the facts. This does not affect statutory rights. Our aim is to resolve concerns proportionately, transparently, and with minimal inconvenience.
These terms are governed by the laws of England and Wales. Any dispute, claim, or disagreement arising from or in connection with the service, the booking, or these terms will be subject to the exclusive jurisdiction of the courts of England and Wales, unless mandatory consumer rules provide otherwise. If any part of these terms is found to be unlawful, invalid, or unenforceable, the remaining provisions will continue in force.
We may update these Terms and Conditions from time to time to reflect changes in law, business practice, or service structure. The version in force at the time of booking will apply to that appointment unless a later change is required by law. Continued use of our service after an update does not remove any rights already accrued under a previous booking, and no variation is valid unless agreed by us in writing or required by law.
In summary, these terms are intended to support a professional, transparent, and fair relationship between the customer and carpet cleaning services Richmond upon Thames. They help define the booking process, payment expectations, cancellation responsibilities, liability limits, waste handling rules, and legal framework applicable to the service. By proceeding with a booking, you confirm that you have read, understood, and accepted these Terms and Conditions.
