Terms and Conditions for Carpet Cleaners Richmond

These Terms and Conditions apply to all services provided by Carpet Cleaners Richmond, including carpet cleaning, upholstery cleaning, rug care, stain treatment, odour removal, and related domestic or commercial cleaning work. By placing a booking, you agree to be bound by these terms. Please read them carefully before confirming any appointment.

In these terms, “we”, “us” and “our” refer to the carpet cleaning service provider, and “you” or “the customer” refer to the person making the booking or receiving the service. These terms are intended to set out the basis on which services are supplied, including the booking process, payment obligations, cancellation rights, liability limits, waste handling, and the governing law that applies to the agreement.

We reserve the right to amend these terms from time to time. The version in force at the time of your booking will normally apply to that booking, unless a change is required by law. Any changes will not affect rights or obligations that already arose before the change took effect.

1. Booking Process

All bookings are subject to availability and acceptance by Carpet Cleaners Richmond. A booking is only confirmed once we have reviewed the requested work, agreed the scope of the service, and provided confirmation by the relevant booking channel. Any quotation given before inspection is based on the information you supply and may change if the actual condition, size, fabric type, accessibility, or level of soiling differs from what was described.

When making a booking, you must provide accurate and complete information about the premises, the items to be cleaned, existing damage, fabric type, stains, water access, parking restrictions, and any special requirements. If the information you provide is incomplete or incorrect, we may revise the price, change the timing, alter the method of cleaning, or decline to carry out the work if it would be unsafe or unsuitable to proceed.

The customer is responsible for ensuring that the area is ready for cleaning at the scheduled time. This includes moving light personal items, securing pets, and making sure that the property can be accessed as agreed. If our technicians arrive and are unable to start because access is blocked, the service may be treated as a late cancellation or failed appointment, and a fee may apply.

Service Scope and Pre-Existing Condition

Our services are designed to clean and refresh carpets, rugs, upholstery, and similar soft furnishings, but we do not guarantee complete removal of all stains, marks, odours, or wear. Results depend on the age, construction, fibre content, previous treatment, and condition of the item. Some staining, shading, dye transfer, shrinkage, pile distortion, or residue may remain even after professional treatment.

You must tell us about any pre-existing damage, including loose seams, fraying, colour instability, worn pile, past flood damage, burns, or previous cleaning attempts. We are not responsible for deterioration that occurs because an item was already in poor condition or was unsuitable for wet cleaning. Where necessary, we may refuse to treat an item if we believe the risk of damage is unreasonable.

We may use suitable cleaning agents, equipment, and techniques chosen by our technicians based on the material and condition of the item. If you require a specific cleaning method, this must be discussed in advance. Any request to avoid particular products, to use eco-preferred options, or to work around vulnerable materials should be made before the appointment is confirmed.

2. Payments

Prices may be quoted as fixed fees, estimated fees, or hourly rates depending on the nature of the job. Unless stated otherwise, quotations are based on standard service conditions and do not include extra charges for severe staining, excess furniture moving, parking difficulties, out-of-hours work, or additional treatments requested on the day. Any such extras will be communicated as soon as reasonably possible.

Payment is due in accordance with the method and timing stated at booking confirmation. We may require a deposit, advance payment, or full payment on completion, depending on the size and type of job. If payment is not made when due, we may suspend further services, charge reasonable recovery costs, and apply statutory interest where permitted by law.

Where a card payment, bank transfer, or other electronic payment method is used, you must ensure that sufficient funds are available and that the payment details supplied are correct. If a payment is reversed, declined, or disputed without reasonable grounds, we may treat this as a breach of contract and reserve the right to recover any losses caused.

If an invoice is issued, it must be paid by the date shown on the invoice. Any dispute about charges should be raised promptly and in good faith. Payment of the undisputed amount is still required even where a separate part of the invoice is being queried. We may withhold reports, confirmations, or post-service administration until outstanding sums are settled.

All prices, unless expressly stated otherwise, are inclusive of VAT where applicable. If VAT is not charged, this will be made clear in the quote or invoice. Any promotional price, discount, or special offer may be withdrawn or amended at our discretion, but not in a way that affects an already confirmed booking.

Where a third party pays for the service, the person making the booking remains responsible for ensuring that payment is received unless we agree otherwise in writing. A booking arranged on behalf of a landlord, tenant, managing agent, or business customer still creates responsibility under these terms for the person who placed the order.

3. Cancellations, Rescheduling and Access

You may cancel or reschedule a booking by giving notice within a reasonable period before the appointment. If you cancel at short notice, we may apply a cancellation fee to cover preparation time, reserved labour, travel, and lost opportunity. The exact fee may depend on the service type, appointment length, and notice given.

If we need to reschedule due to staff illness, equipment failure, weather conditions, safety concerns, or circumstances beyond our reasonable control, we will contact you as soon as practicable to arrange another suitable time. We will not be liable for reasonable delays or changes caused by events outside our control, provided we take reasonable steps to minimise disruption.

Failure to provide access at the agreed time may result in a missed appointment charge or the need to rebook the service. This includes situations where keys are unavailable, access instructions are incomplete, parking cannot be arranged where required, or the property is not ready for the work. Repeated missed appointments may lead us to refuse future bookings.

4. Customer Obligations

You must ensure that the work area is reasonably clear and safe. Where possible, small or fragile items should be removed before our arrival. We may move lightweight furniture to access carpets or upholstery, but we are not obliged to move heavy, fixed, valuable, or difficult items unless agreed in advance. If movement is required, this may affect the price and timing.

You are responsible for notifying us of any hazards, including electrical issues, leaks, damp, mould, unstable flooring, or dangerous materials. We may stop work if conditions are unsafe. If work is halted for safety reasons caused by matters within your control, you may still be charged for time spent and any costs reasonably incurred.

You must also ensure that children, pets, and other occupants do not interfere with equipment or freshly cleaned surfaces. After cleaning, drying times may vary depending on ventilation, weather, pile type, and prior moisture levels. We do not guarantee immediate use of cleaned areas, and you should take care to avoid re-soiling before drying is complete.

5. Liability

We will exercise reasonable skill and care in providing our services. If we make a mistake that is directly caused by our negligence, we may, at our option, re-clean the affected area, reduce the price, or offer a reasonable remedy. This is subject to the limits set out in these terms and any rights you may have under law that cannot be excluded.

To the fullest extent permitted by law, we shall not be liable for indirect, incidental, or consequential losses, including loss of profit, loss of business, loss of use, inconvenience, or emotional distress. Our total liability for any claim arising from a service will not exceed the amount paid or payable for the specific service giving rise to the claim, except where the law requires otherwise.

We are not responsible for damage caused by pre-existing defects, unsuitable materials, hidden faults, poor prior maintenance, or the customer’s failure to follow aftercare advice. Any claim for damage must be reported as soon as reasonably possible and, in any event, within a reasonable time after the service. You should take steps to minimise further loss once an issue is identified.

6. Warranty and Results

Any statement about likely results is an estimate based on professional experience and the information available at the time. Stain removal, colour restoration, and odour treatment can vary considerably. Some marks may be permanent or may reappear after drying due to wicking, hidden contamination, or prior chemical reactions in the fibres.

Where a complaint relates to the finish of the service, we may ask for photographs, access to the item, or a chance to inspect the area before further action is taken. We are not obliged to accept a claim if the item has been re-cleaned, altered, repaired, or treated by another person after our visit, because this can affect evidence and remedy options.

Any warranty or service guarantee we choose to offer will be limited to the specific conditions stated at the time of booking or in the service description. No general guarantee should be assumed unless it is expressly confirmed in writing.

7. Waste Regulations and Environmental Handling

We aim to handle waste generated by our services in a lawful and responsible way. Waste may include used cloths, filters, packaging, spent cleaning materials, wastewater, and any residue removed during the cleaning process. Such waste will be managed in accordance with applicable UK waste and environmental rules, including duty of care principles where relevant.

We may retain, transport, or dispose of waste arising from the work where this is lawful and reasonably necessary. Any waste or contaminated material removed from the premises remains subject to the legal requirements applicable to its type. If any item is classed as special, hazardous, or otherwise regulated waste, you must inform us in advance so that appropriate arrangements can be considered.

The customer must not request unlawful disposal methods, including pouring contaminated water into inappropriate drains where this would breach local or environmental requirements. If we reasonably believe that a requested disposal method is not compliant, we may refuse to follow that instruction and may instead use an alternative compliant method. Additional costs arising from lawful special handling may be charged where permitted.

Where the service creates waste that belongs to you, responsibility for that waste may pass back to you once the job is complete unless we have agreed to remove it. We are not liable for any consequences caused by pre-existing contamination, prohibited substances, or inaccurate descriptions of waste provided by the customer. You are responsible for telling us about any known contamination risks before work begins.

Any cleaning products or containers left behind by us remain our property unless otherwise agreed. You should not use, decant, or dispose of our products without permission. If you wish us to use environmentally preferred products, this must be agreed in advance and may depend on suitability for the fabric or stain in question.

8. Complaints and Service Issues

If you are dissatisfied with any aspect of the service, you should notify us promptly so that we can review the matter. Please provide reasonable details of the issue and, where appropriate, photographs showing the affected area. Prompt notice helps us investigate properly and offer a suitable response.

We may request access to inspect the relevant item or area before admitting any responsibility. If a problem can be remedied by a return visit, re-treatment, or partial refund, we may offer that as a fair resolution. Any attempt to remedy the issue by a third party without giving us a reasonable chance to investigate may affect our ability to consider the matter.

Nothing in these terms affects your statutory rights as a consumer where those rights cannot be excluded. However, any remedy will be assessed fairly and proportionately in light of the actual service provided, the condition of the item, and the information available at the time of booking.

9. Governing Law

These Terms and Conditions, and any dispute or claim arising out of or in connection with them or their subject matter, shall be governed by and interpreted in accordance with the laws of England and Wales. The parties agree that the courts of England and Wales shall have exclusive jurisdiction, except where mandatory law provides otherwise.

If any part of these terms is found to be invalid, unlawful, or unenforceable, the remaining provisions will continue in full force to the extent permitted by law. No failure or delay by us in enforcing any right or remedy shall operate as a waiver of that right or remedy.

By booking a service with Carpet Cleaners Richmond, you confirm that you have read, understood, and accepted these terms. They form the basis of the agreement between you and us for the supply of carpet and upholstery cleaning services.