Terms and Conditions for Carpet Cleaning Services

These Terms and Conditions set out the basis on which carpet cleaning services are supplied by Carpetcleaning Pimlico and apply to all domestic and commercial bookings unless agreed otherwise in writing. By making a booking, the customer confirms that they have read, understood and accepted these terms. These terms are designed to be clear, fair and consistent with UK consumer law and general contract principles. They do not affect any statutory rights that cannot be excluded by law.

In these terms, references to “we”, “us” and “our” mean the service provider, and references to “you” and “your” mean the customer receiving the cleaning service. The services covered may include carpet cleaning, rug cleaning, stain treatment, deodorising, and related fabric care where agreed in advance. Any additional works requested on the day are subject to availability, suitability, and extra charges if applicable.

These terms should be read together with any quotation, booking confirmation, or written service description provided before the appointment. If there is any inconsistency, the specific written quotation or order confirmation will usually take priority for that booking, followed by these Terms and Conditions. If any part of these terms is found to be invalid or unenforceable, the remaining provisions will continue to apply.

Booking process

A booking is usually made when you request a service and we confirm acceptance of that request. We may ask for details such as the type and number of rooms, carpet material, approximate size, access conditions, parking restrictions, and any known stains or problem areas. This information helps us provide an accurate quotation and assign the correct equipment and time slot for the carpet cleaning appointment.

Bookings are not guaranteed until confirmed by us. Confirmation may be given verbally, by message, email, or other written notice. Once confirmed, it is your responsibility to ensure the appointment details are correct. If you need to amend the booking, please notify us as early as possible. We may need to reschedule if the scope of work changes significantly or if the premises are unsuitable for the agreed service.

Customers must ensure reasonable access to the property at the agreed time. This includes providing entry to the relevant rooms, ensuring electricity and water are available where required, and removing fragile items, valuables, or obstacles that could prevent safe cleaning. If access is delayed or impossible because of circumstances within your control, we may charge for waiting time, a wasted visit, or reattendance at our discretion.

We will make reasonable efforts to arrive within the agreed time window, but all time estimates are approximate unless expressly stated otherwise. Delays may occur due to traffic, weather, equipment failure, or previous appointments overrunning. Where a delay is expected, we will aim to notify you. We are not liable for modest delays where the service is still provided within a reasonable timeframe.

Payments

Prices are normally quoted in advance based on the information supplied by you. Unless otherwise agreed, quotations are valid for a limited period and may be revised if the size, condition, or complexity of the carpet cleaning work differs from the details originally provided. Additional charges may apply for heavily soiled areas, specialist stain removal, protective treatments, emergency bookings, parking charges, congestion-related costs, or work outside standard service assumptions.

Payment terms will be stated at the time of booking or on the invoice. In most cases, payment is due on completion of the service, unless advance payment, part-payment, or card authorisation has been agreed. We may accept cash, card, bank transfer, or another agreed method, but we are not obliged to accept any particular form of payment unless required by law or expressly confirmed in writing.

Where payment is not made on the day or within the agreed period, we may charge interest and recovery costs to the extent permitted by law. We also reserve the right to suspend future bookings, refuse further services, or pursue debt recovery action if an invoice remains unpaid. Any dispute about an invoice must be raised promptly and in good faith, with clear reasons and supporting information.

Cancellations, postponements and missed appointments

You may cancel or reschedule a carpet cleaning booking by giving reasonable notice. Unless a different cancellation policy has been agreed in writing, cancellations made with adequate notice will not normally incur a charge. However, short-notice cancellations may be subject to a fee where we have already reserved time, allocated staff, purchased materials, or incurred travel costs in reliance on your booking.

If you cancel after we have arrived at the property, or if we cannot carry out the work because access is unavailable, the property is unprepared, or you are not present where attendance is required, we may charge a call-out fee or a wasted journey fee. The amount charged will reflect our reasonable costs and the time reserved for your appointment. We will act fairly and proportionately in applying any such charge.

You may request that we postpone the service if there are unexpected circumstances at the property, but acceptance of any new date is subject to availability. We are also entitled to cancel or postpone an appointment where weather, safety concerns, equipment failure, staffing issues, or other matters beyond our control prevent us from performing the carpet cleaning service safely or effectively. In such cases, we will seek to rearrange the appointment at a mutually convenient time.

If a deposit has been taken and the cancellation is made within the permitted period, the treatment of that deposit will depend on the booking terms agreed at the time. Where the service has been lawfully cancelled by either party, any refund due will be processed within a reasonable time using the original payment method where practicable. Refunds may be reduced by any non-recoverable costs already incurred, to the extent permitted by law.

Service standards and customer responsibilities

We will carry out the carpet cleaning service with reasonable care and skill, using methods that we consider appropriate for the carpet type, level of soiling, and site conditions. We may decline to treat certain stains, fibres, or materials where the risk of damage is unacceptably high or where the result is uncertain. Natural fibres, delicate fabrics, pre-existing wear, colour loss, and previous poor treatment may limit the effectiveness of the service.

It is your responsibility to disclose, before the appointment, any known issues that may affect cleaning outcomes, including prior staining, water damage, shrinkage risk, loose seams, dye instability, moth damage, or previous chemical treatment. If information is withheld or inaccurate, we may not be liable for any resulting damage or unsatisfactory finish that could reasonably have been avoided had the correct information been provided.

We may move light furniture where reasonably safe to do so, but heavy, fixed, fragile, electrical, or valuable items are generally excluded unless agreed otherwise. We are not responsible for items left on or near the carpet that should have been removed before cleaning. You should also secure pets and take reasonable steps to protect children, occupants, and belongings during the appointment and drying period.

If carpets are heavily soiled or contain embedded contaminants, the appearance after cleaning may improve significantly but not become new. Drying times vary depending on carpet type, ventilation, temperature, and cleaning method. We may provide estimated drying times, but these are only estimates and are not guaranteed. You should avoid walking on damp carpet where possible and follow any reasonable aftercare advice we provide.

Liability and limitations

Nothing in these terms limits or excludes liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot legally be limited or excluded under UK law. Subject to that, we shall only be liable for direct losses that are a foreseeable result of our breach of contract or negligence. We will not be responsible for indirect, consequential, or purely economic losses that are not reasonably foreseeable.

Where damage is caused by our proven negligence, our liability will normally be limited to the reasonable cost of repair, rectification, or replacement of the affected item, taking account of age, condition, and fair wear and tear. We are not liable for pre-existing damage, hidden defects, manufacturing faults, normal deterioration, or damage arising because the item was unsuitable for cleaning or because you failed to disclose relevant information.

If you believe damage has occurred, you must notify us as soon as reasonably possible and allow us an opportunity to inspect the item before any repair or disposal takes place. Failure to do so may affect our ability to assess the issue and may limit or remove any remedy that might otherwise be available. You must also take reasonable steps to minimise any loss or further damage.

To the fullest extent permitted by law, our total liability for any single claim or series of connected claims arising from the same booking shall not exceed the amount paid or payable for the specific service giving rise to the claim, except where a higher limit is required by law. This limitation is intended to be fair and proportionate and does not affect mandatory consumer rights.

Waste regulations and disposal

We comply with applicable UK waste management requirements and expect customers to cooperate with safe handling of waste arising from carpet cleaning services. In normal circumstances, the service generates limited waste such as removed debris, used cloths, or minor residues, which will be handled in accordance with good practice. We may also remove wastewater or cleaning residues only where permitted by law, site conditions, and the equipment used.

We will not unlawfully discharge waste, chemicals, or contaminated water into drains, soil, or public areas. Any disposal carried out by us will be managed responsibly and in accordance with relevant environmental and waste regulations. Where specialist disposal is necessary because of unusual contamination, biohazard risk, or restricted premises conditions, additional charges may apply if agreed in advance or if reasonably necessary to complete the work lawfully.

You must tell us in advance if the premises contain hazardous materials, chemical residues, bodily fluids, mould concerns, or any condition that may require special handling or disposal arrangements. We may refuse to handle materials that are unsafe, unlawful, or outside the scope of a standard carpet cleaning service. If we determine that a job cannot be completed without breaching waste or safety rules, we may cancel the service without liability for any resulting inconvenience, subject to refunding any prepaid amount for unperformed work where required.

Complaints and remedial work

If you are unhappy with the carpet cleaning service, please notify us promptly and allow us a reasonable opportunity to inspect and, where appropriate, re-clean or otherwise remedy the issue. We may request photographs, proof of the original condition, and details of any relevant products or treatments used before our attendance. If a complaint relates to a stain or condition that was disclosed in advance as being difficult or uncertain, this will be considered when assessing the issue.

Any remedial work will normally be the first remedy offered where it is reasonable and practicable to do so. We will not be obliged to provide a refund simply because a stain has not been fully removed where full removal was not guaranteed, or where the result was affected by pre-existing damage, fibre limitations, or information not disclosed by you. We aim to resolve genuine issues fairly and in line with our contractual obligations.

Data handling and privacy

We may process limited personal data to manage enquiries, bookings, invoices, operational records, and complaint handling. Such processing will be carried out in accordance with applicable data protection law. We do not use customer information for unrelated purposes without a lawful basis. Any personal data supplied to us should be accurate and kept up to date where relevant to the service.

Force majeure

We are not liable for failure or delay in performing our obligations where such failure or delay is caused by events beyond our reasonable control, including extreme weather, transport disruption, public emergencies, power failures, strikes, civil disturbance, equipment shortages, or other unforeseen circumstances. In such cases, we may suspend, postpone, or reschedule the service and will endeavour to agree an alternative arrangement where reasonably possible.

General provisions

No variation to these Terms and Conditions will be binding unless agreed in writing by an authorised representative. If we do not enforce a right or remedy immediately, this does not mean that we waive that right. These terms form the entire agreement between us and you in relation to the specific carpet cleaning booking, except where additional written terms have been expressly agreed. The rights of third parties are excluded unless required by law.

These terms are intended to be reasonable and to support a professional, transparent carpet cleaning service. If a court or competent authority determines that any provision should be read down or modified, that provision shall apply to the maximum extent permitted and the remaining terms shall continue in force. Both parties are expected to act honestly, cooperate in good faith, and avoid unreasonable delay or obstruction.

Governing law

These Terms and Conditions, and any dispute or claim arising out of or in connection with them, shall be governed by and interpreted in accordance with the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim, subject to any mandatory consumer rights that allow proceedings elsewhere. This governing law clause applies to all carpet cleaning and related services supplied under these terms.