Terms and Conditions for Carpet Cleaning Services
These Terms and Conditions set out the basis on which professional carpet cleaning services are provided in the United Kingdom. By making a booking for carpet cleaning, upholstery cleaning, stain treatment, or related floor-care services, the customer agrees to be bound by these terms. They are intended to create a clear and fair agreement between the service provider and the customer, covering the booking process, payments, cancellations, liability, waste handling, and the law that governs the contract. These terms apply whether the service is arranged for a domestic property, a rental property, or a commercial premises, unless a separate written agreement states otherwise.
1. Definitions and interpretation. In these Terms and Conditions, “we,” “us,” and “our” refer to the service provider; “you” and “your” refer to the customer or person making the booking; and “service” means any carpet cleaning or related cleaning work we agree to perform. References to carpet cleaning services include steam extraction, hot water extraction, dry cleaning, spot treatment, deodorising, and other agreed treatments. A written confirmation may include email, text message, booking form, or other durable record. If any part of these terms is found unenforceable, the remaining provisions will continue in effect.
2. Booking process. A booking is accepted only when we confirm availability and provide an estimated service date, scope of work, and any relevant price indication. The customer must give accurate information about the areas to be cleaned, the type of fibre or flooring, access conditions, parking restrictions, prior treatments, and any known stains, damage, or special requirements. This information helps us determine the most appropriate carpet cleaning service and any necessary equipment or products. If the customer’s description is incomplete or inaccurate, we may revise the quotation, alter the treatment method, or refuse the work if the property is unsuitable or the requested cleaning cannot be performed safely or effectively.
All bookings are subject to staff availability, equipment availability, and reasonable operational constraints. We may offer an estimated arrival window rather than a fixed time. While we will make reasonable efforts to attend within the agreed period, delays can occur due to traffic, weather, emergencies, or previous jobs running longer than expected. We will normally notify the customer if a significant delay is anticipated. If access is not possible on arrival, or if the property is not ready for work to begin, the visit may be treated as a cancellation or wasted journey charge may apply where permitted by law and stated in the booking confirmation.
3. Quotations and contract formation. Any quotation or estimate is based on the information supplied at the time of booking and may change if the actual condition of the carpet or premises differs from what was described. A quotation is usually not binding until accepted and confirmed by us. The contract is formed when we issue confirmation and you accept the terms, either expressly or by allowing the service to proceed. We may refuse or cancel a booking before the work starts if we reasonably believe the job is unsafe, outside our capability, or would require specialist treatment not previously agreed.
Prices may be calculated by room, area, item, stain, time, or another basis set out in the quotation. Unless stated otherwise, prices are exclusive of any additional work requested on site. If extra services are agreed during the visit, the customer will be informed of the additional charge before the work is carried out. Carpet cleaning prices may also depend on floor condition, furniture moving, access, parking, and the extent of contamination. We reserve the right to adjust the final price where the customer has misrepresented the size, number, or condition of the areas to be cleaned.
4. Customer obligations. You must ensure reasonable access to the property and the areas to be cleaned, including access to water, electricity, and safe working space. You are responsible for moving fragile, valuable, or personal items unless we agree in advance to move them. Any items left in the cleaning area are at your own risk unless damage is caused by our negligence. You must inform us before the service begins about pets, plant life, delicate materials, hidden hazards, or previous repairs that may be affected by moisture, heat, agitation, or cleaning agents. If the carpet has pre-existing wear, fading, dye instability, backing damage, or structural weakness, these conditions may affect the result and must be disclosed where known.
5. Payment terms. Payment is due in full on completion of the service unless we agree a different arrangement in writing. We may require a deposit, part-payment, or advance payment for larger jobs, repeated visits, commercial contracts, or bookings involving special equipment or products. Accepted payment methods will be confirmed during booking or on the invoice. If payment is made by bank transfer, card, or other electronic method, the customer must ensure cleared funds are available by the due date. Any fees charged by your bank or payment provider remain your responsibility.
6. Late payment and non-payment. If payment is not received when due, we may charge statutory interest and fixed recovery costs where permitted under UK law. We may also suspend further work, withhold any optional after-service attendance that is not required by law, or refer the debt for collection. Title to any goods supplied, where applicable, does not transfer until full payment has been received. Where a booking is made on behalf of a business, the person placing the booking confirms they have authority to agree to payment on behalf of that business. Any dispute about an invoice must be raised promptly and in good faith, and undisputed sums must still be paid by the due date.
7. Cancellations and rescheduling. The customer may cancel or reschedule a booking by giving reasonable notice. If you cancel shortly before the agreed appointment, particularly after work has been allocated or materials prepared, we may charge a cancellation fee to cover loss of time and administrative costs, provided this is reasonable and clearly disclosed. If you are a consumer and booked online, by phone, or away from our business premises, you may have rights under the Consumer Contracts Regulations 2013, including a cooling-off period in some circumstances. However, if you request us to begin the service within the cooling-off period, you may lose the right to cancel once the service has been fully performed, and you may be liable for the proportion of work carried out up to cancellation.
8. Our right to cancel or postpone. We may cancel, suspend, or reschedule a service if circumstances beyond our control prevent us from carrying out the work safely or properly. This may include illness, transport failure, severe weather, lack of access, unsafe working conditions, or discovery of unsuitable materials. We will use reasonable efforts to rearrange the appointment where possible. If we cancel for our convenience and no breach or fault has been caused by the customer, any prepayment made for the cancelled service will normally be refunded, subject to any non-recoverable costs that were clearly disclosed and lawfully chargeable. We are not responsible for losses arising from unavoidable operational disruption that is outside our reasonable control.
9. Liability and exclusions. We will carry out services with reasonable skill and care. If we fail to do so, our liability is limited to the cost of re-performing the service or, where re-performance is not appropriate, a reasonable refund for the affected part of the work. 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 be excluded under UK law. We are not liable for indirect, consequential, or economic losses such as loss of profit, business interruption, or loss of enjoyment, except where such exclusion is unlawful. We are also not responsible for damage caused by pre-existing defects, hidden faults, unsuitable carpet construction, colour instability, shrinkage due to poor installation, or the customer’s failure to follow instructions before or after cleaning.
10. Stains, appearance, and cleaning results. Carpet cleaning can improve the appearance, hygiene, and freshness of fibres, but no guarantee is given that all stains, odours, or marks can be completely removed. Some stains are permanent, reappear after drying, or respond only partially to treatment. Certain materials, including wool blends, silk, viscose, jute, sisal, natural fibres, older carpets, and colour-sensitive dyes, may react unpredictably to moisture or cleaning agents. Any estimate about expected results is made in good faith but should not be treated as a guarantee unless expressly confirmed in writing. The customer acknowledges that lightening, texture change, or pile distortion may occur in carpets that are already worn or damaged.
11. Furniture, valuables, and access items. Unless agreed otherwise, our service covers the carpeted areas described in the booking and does not include the removal of heavy furniture, electronics, wall fittings, ornaments, or fixed items. If we agree to move light items, we will do so with reasonable care, but we are not liable for damage to items that are fragile, unstable, poorly assembled, or already weakened. The customer should remove small valuables, documents, and breakables before the appointment. We may decline to move items if doing so would create a risk of injury or damage. If access requires use of lifts, communal areas, permits, or restricted parking, the customer must arrange this in advance unless we have agreed to handle it as part of the service.
12. Waste regulations and disposal. We comply with applicable UK waste and environmental rules, including the Environmental Protection Act 1990 and the Duty of Care requirements relating to controlled waste. Waste generated by the service, such as disposable cloths, worn pads, packaging, or limited residue removed from the cleaning process, will be handled responsibly and disposed of through appropriate channels where necessary. The customer must not ask us to dispose of hazardous materials, chemical waste, sharps, bodily fluids, asbestos, or any material that requires specialist handling unless this has been separately agreed and lawfully arranged. If contaminated waste is discovered during the job, we may pause or stop work and request further instructions. Any extra disposal costs caused by unusual contamination, hazardous substances, or unreasonable site conditions may be charged to the customer where lawful and previously communicated.
13. Health, safety, and site conditions. The customer must maintain a safe environment for our operatives. This includes securing pets, ensuring children do not enter the work area, and warning us about slippery floors, broken fixtures, exposed wiring, or other hazards. We may refuse to proceed if the site presents a risk to health or safety. We may also request that the area be ventilated during or after treatment. Where cleaning products are used, the customer should follow any reasonable aftercare instructions to allow safe drying and to reduce the risk of re-soiling or accidental damage. If the customer refuses reasonable safety instructions, we may end the service and charge for work already performed.
14. Complaints and remedial work. If you are dissatisfied with any aspect of the service, you should notify us within a reasonable time after completion and before any relevant evidence is lost. This allows us to inspect the issue, assess whether it arose from our work, and decide whether remedial cleaning, correction, or another remedy is appropriate. You must give us a fair opportunity to revisit the property if a genuine service issue can be corrected. If the complaint concerns a stain or defect that was pre-existing, hidden, or not reasonably detectable before cleaning, we may not be liable. Nothing in this section affects your statutory rights as a consumer.
15. Intellectual property and marketing use. Any written materials we provide, including quotations, checklists, method statements, and service notes, remain our property unless otherwise agreed. We may use non-identifying service information for internal training, quality control, and record keeping. We will not use personal data except as permitted by our privacy arrangements and applicable data protection law. These Terms and Conditions do not grant any licence to reproduce our documents or brand assets without permission.
16. Governing law and jurisdiction. These Terms and Conditions, and any dispute or claim arising from them, are governed by the laws of England and Wales. Where the customer is located in Scotland or Northern Ireland, mandatory local consumer protections may still apply where relevant, but the parties agree that the contract is interpreted under the law stated here unless legislation requires otherwise. The courts of England and Wales will have exclusive jurisdiction, except where the customer is a consumer and applicable law gives the customer the right to bring proceedings elsewhere. If any dispute cannot be resolved through discussion, the parties may consider negotiation or another lawful alternative dispute resolution process before starting court proceedings.
17. General provisions. No failure or delay by us in exercising any right under these terms will operate as a waiver of that right. The customer may not assign or transfer the contract without our written consent. We may transfer our rights and obligations to another suitably qualified provider if this does not materially reduce the service standard or affect your legal rights. These terms, together with the booking confirmation and any written quotation, form the entire agreement between the parties regarding the service. Any changes must be agreed in writing. By booking carpet cleaning services, the customer confirms they have read, understood, and accepted these Terms and Conditions.
