South Tottenham Carpet Cleaners Service Terms and Conditions

These service terms and conditions set out the basis on which South Tottenham Carpet Cleaners provides domestic and commercial carpet and upholstery cleaning services. By making a booking, the customer agrees to be bound by these terms. The purpose of this page is to explain the rights and responsibilities of both parties in a clear, fair, and practical way. These terms apply to all carpet cleaning services, unless a separate written agreement states otherwise.

For the purposes of these terms, “we”, “us”, and “our” refer to South Tottenham Carpet Cleaners, and “you” or “the customer” refers to the person or organisation booking the service. These terms are intended to support transparent trading and reduce misunderstandings about the booking process, prices, access, cancellations, cleaning outcomes, and payment obligations.

We reserve the right to amend these terms from time to time. Any updated version will apply to future bookings and, where appropriate, to ongoing services if this does not create unfairness. The customer should review the terms before confirming a booking. If any part of these terms is found to be invalid or unenforceable, the remaining sections will continue to apply.

1. Booking Process

A booking may be made by telephone, email, online form, or any other channel we make available from time to time. A booking is only considered confirmed once we have accepted the request and provided a date, time window, or written confirmation. Any estimate issued before confirmation remains subject to inspection, access conditions, and the actual cleaning requirements on the day.

When booking a professional carpet cleaning service, the customer must provide accurate information about the area to be cleaned, including the number of rooms, approximate sizes, fibre types if known, visible stains, and any special conditions such as pets, smoke exposure, water damage, or previous treatment. If the information supplied is incomplete or inaccurate, we may need to revise the quotation, adjust the time required, or decline to proceed if safe or effective cleaning is not reasonably possible.

The customer must ensure that the property is accessible on the agreed date and time. This includes arranging entry, parking where relevant, and any permissions needed from landlords, managing agents, or building management. If we are unable to begin work because access is not available, it may be treated as a late cancellation or a wasted appointment, and a charge may apply.

2. Scope of Service

Our carpet cleaners aim to deliver a professional, careful, and reasonably thorough cleaning service based on the condition of the surfaces and the methods appropriate for the fabric. Unless otherwise agreed in writing, our service is limited to cleaning and related pre-treatment. We do not guarantee removal of all stains, odours, or wear-related marks, particularly where damage is permanent, age-related, or caused by previous unsuccessful cleaning attempts.

Before work begins, the customer should remove small or fragile items from the work area, secure valuables, and notify us of any hidden hazards. We may move light furniture if it is safe to do so, but we are not obliged to move heavy, fixed, delicate, or hazardous items. The customer remains responsible for protecting items that are not suitable for relocation or cleaning.

Where upholstery, rugs, or specialist fibres are included, the customer acknowledges that results may vary depending on material composition, stain age, colourfastness, and prior treatment. We may refuse to clean an item where there is a significant risk of damage, shrinkage, bleeding, or distortion. In such cases, we may recommend an alternative treatment or withdraw that item from the booking without liability for any disappointment arising from the refusal.

3. Pricing and Payments

Prices may be provided as fixed fees, room-based rates, hourly charges, or custom quotations depending on the job. Unless stated otherwise, all prices are inclusive of labour and standard cleaning materials but exclusive of unusual extras, parking charges, congestion-related costs, or additional time caused by the condition of the property. Any additional costs will be explained where reasonably possible before they are incurred.

Payment is due immediately upon completion of the service unless we agree a different arrangement in writing in advance. We may accept payment by card, bank transfer, or other methods we make available. For business customers, invoices may be issued with separate payment terms. Late payment may result in administration charges, interest where permitted by law, and recovery of reasonable collection costs.

Any deposit paid to secure a booking is non-refundable unless we cancel the appointment or otherwise agree in writing. Deposits are used to cover scheduling, allocation of labour, and administrative preparation. If the final scope of work is reduced on arrival because the customer changes the booking, the minimum charge or deposit may still apply.

4. Cancellations, Rescheduling, and Delays

The customer may cancel or reschedule a booking by giving reasonable notice. Unless a different notice period is stated at the time of booking, we ask for at least 24 hours’ notice. Cancellations made with less than the requested notice period may be subject to a cancellation fee to reflect lost time, travel arrangements, and staff allocation. Repeated short-notice cancellations may affect future booking availability.

If we need to cancel or rearrange due to illness, safety concerns, equipment failure, severe weather, or other events beyond our reasonable control, we will inform the customer as soon as practical and offer a new appointment where possible. We will not be responsible for indirect losses arising from such rescheduling, provided we act reasonably and in good faith.

Where the customer is not present or fails to provide access within a reasonable time, we may wait for a limited period before treating the appointment as cancelled by the customer. In that event, the full or partial service charge may still be payable. This is because the allocated time cannot always be rebooked at short notice.

5. Customer Responsibilities

To help the South Tottenham Carpet Cleaners team carry out the service safely and effectively, the customer must ensure the property is suitable for cleaning on the agreed date. This includes providing water, electricity, reasonable access, and a safe working environment. The customer must also tell us about known problems such as loose fittings, damaged flooring, fragile furniture, mould, pest activity, or recent repairs.

The customer is responsible for confirming that the items to be cleaned are owned by them or that they have permission from the owner or occupier to authorise the work. We will not be liable for disputes between tenants, landlords, agents, or other third parties where the customer lacked authority to instruct us.

The customer should make sure that children and pets are kept away from wet areas and equipment during and after the cleaning process. Drying times can vary depending on the type of carpet, cleaning method, airflow, and weather conditions. We may offer reasonable guidance about aftercare, but the customer remains responsible for post-cleaning use of the area.

6. Liability and Limitations

We will carry out services with reasonable care and skill. If we fail to do so, we will, at our option, either re-clean the affected area or offer a fair adjustment, provided the customer notifies us within a reasonable time and allows us to inspect the issue. This is our primary remedy unless a different statutory remedy applies.

We are not responsible for pre-existing damage, weak seams, fabric wear, shrinkage caused by normal material behaviour, hidden stains, colour loss due to unstable dyes, or adverse reactions to prior treatments. In particular, where a carpet or fabric has been exposed to prolonged sunlight, heavy soiling, bleach, abrasive cleaning, or unsuitable spot removers, results may be limited even if our methods are appropriate and carefully applied.

Nothing in these terms excludes or limits liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud, or fraudulent misrepresentation. Subject to that, our liability for loss or damage arising from the service will be limited to the amount paid or payable for the specific job, except where a court decides another limit is required by law.

7. Waste, Cleaning Products, and Environmental Compliance

We aim to operate in accordance with applicable UK waste regulations and environmental standards. Wastewater, used consumables, removed debris, and other residues generated during the cleaning process will be handled responsibly. Where disposal is required, it will be managed in line with relevant legal duties and reasonable industry practice. The customer agrees not to ask us to dispose of hazardous materials, prohibited substances, or items that require specialist licensed removal unless this has been expressly agreed in advance and can lawfully be provided.

The customer must disclose any contamination concerns, including bodily fluids, chemical residues, mould, asbestos suspicion, or pest-related contamination, before the booking is confirmed. If such risks are identified on arrival, we may suspend or refuse work, or change the method used, if it would be unsafe or unlawful to proceed. Additional charges may apply where specialist handling, extra protection, or disposal arrangements are needed.

We may use professional cleaning agents, stain treatments, and deodorising products suitable for the task. The customer should inform us about allergies, sensitivities, or environmental preferences before the appointment. While we aim to use appropriate products responsibly, we cannot guarantee that every substance will be entirely free from risk to all individuals or materials.

8. Damage, Complaints, and Claims

If the customer believes damage has occurred during the service, they must notify us as soon as reasonably possible and in any event within a reasonable period after completion. This allows us to inspect the area, consider the issue, and determine whether the concern relates to our work, a pre-existing condition, or normal cleaning limitations. Delay in reporting a concern may make it difficult to investigate fairly.

Where a valid complaint is raised, we may ask for photographs, evidence of prior condition, or an opportunity to revisit the property. A revisit does not constitute an admission of liability. If the complaint is upheld, our aim will usually be to remedy the issue where practical. Compensation will not be payable for dissatisfaction arising solely from unrealistic expectations, incomplete information, or limitations inherent in the material.

The customer agrees not to arrange third-party repairs or replacements before giving us a reasonable chance to inspect the matter, unless urgent action is required to prevent further loss or injury. Any mitigation steps taken by the customer must be sensible and proportionate. We will not be responsible for inflated costs caused by unnecessary delay or failure to mitigate.

9. Ownership, Goods Left Behind, and Storage

Any items removed or relocated to facilitate cleaning remain the responsibility of the customer unless we have expressly agreed to move and replace them. We may place lightweight items in an adjacent safe area, but we do not undertake storage or inventory services. It is the customer’s duty to check the property after the appointment and ensure all personal items are accounted for.

Where we find items that appear to have been left behind and are reasonably small enough to retain safely, we may keep them for a short period and arrange return collection if practical. We do not accept responsibility for valuable, perishable, or dangerous items left in the work area unless we have been specifically informed of them and agreed in writing to take responsibility.

If uncollected items create a health, safety, or hygiene issue, we may dispose of them in a lawful manner after giving reasonable notice where possible. Any such action will be taken only as far as necessary and in compliance with applicable regulations.

10. Governing Law and Jurisdiction

These terms and any dispute or claim arising from or in connection with them shall be governed by the laws of England and Wales. The parties agree that the courts of England and Wales will have exclusive jurisdiction, subject to any mandatory consumer rights or legal protections that apply in the relevant circumstances.

Nothing in these terms affects statutory rights that cannot lawfully be excluded or limited. If the customer is acting as a consumer, they retain the rights provided by consumer protection legislation. If the customer is a business, the service may also be subject to additional commercial terms agreed separately, provided those terms are not inconsistent with mandatory law.

These terms form the complete agreement between the parties in relation to the relevant service unless varied in writing. No statement by staff, whether oral or written, will override these terms unless expressly confirmed in a signed or otherwise clearly authorised document. By proceeding with a booking, the customer confirms that they have read, understood, and accepted these conditions.