Terms and Conditions for Earls Court Carpet Cleaners

These terms and conditions set out the basis on which Earls Court Carpet Cleaners provides domestic and commercial cleaning services. By making a booking, confirming an appointment, or allowing our team to begin work, the customer agrees to these conditions. Please read them carefully before arranging any carpet cleaning service, upholstery treatment, rug cleaning, or related specialist cleaning. These terms are designed to be clear, fair, and practical, while protecting both the customer and the service provider.

In these terms, references to “we”, “us”, and “our” mean the cleaning business trading as Earls Court Carpet Cleaners, and references to “you” or “the customer” mean the person or organisation requesting the service. The agreement applies to all standard and specialist cleaning work supplied by us, whether booked online, by telephone, or through any other accepted booking method. Any quotation, estimate, or proposed schedule is provided on the basis of the information available at the time of booking and may be revised if the job changes materially.

These conditions are intended to complement, not replace, any statutory rights available to consumers under UK law. Nothing in these terms is intended to exclude liability where such exclusion would be unlawful. If any part of these terms is found to be invalid or unenforceable, the remaining provisions will continue in full force.

Booking process

A booking is usually made after the customer provides details of the property, the type of cleaning required, the size and condition of the items or surfaces, and any relevant access information. We may ask questions to help us assess the work accurately and to determine the appropriate equipment, products, and time required. A booking is not confirmed until we have accepted the request and provided a date, time window, and, where applicable, an estimated or fixed price.

We reserve the right to decline a booking where the work requested falls outside our service scope, where access is unsafe or impractical, or where the customer has not supplied sufficient information for us to complete the task properly. If any detail changes after the booking is made, including the extent of staining, the number of rooms or items, or the level of soiling, we may adjust the quote or the duration of the visit. Customers should ensure that all information given at the time of booking is accurate and complete.

Any time slots or arrival windows are estimates unless expressly stated otherwise. We will use reasonable efforts to attend at the agreed time, but delays can occur due to traffic, weather, previous jobs overrunning, or unforeseen operational issues. If a delay is expected, we will try to notify the customer as soon as practicable. The customer is responsible for ensuring that someone is available to grant access and approve the work, if needed.

Some bookings may require a deposit, especially for larger projects, repeat commercial contracts, end-of-tenancy work, or appointments made at short notice. Where a deposit is required, it must be paid by the due date stated at the time of booking in order to secure the appointment. Deposits are generally non-refundable where cancellation is made too late to reallocate the reserved time, except where a mandatory consumer law right applies.

For standard domestic carpet cleaning, payment is typically due immediately upon completion of the service unless otherwise agreed in writing. We may accept payment by card, bank transfer, or another permitted method. We do not usually offer credit terms unless expressly agreed in advance. All prices are stated in pounds sterling and may include VAT where applicable; if VAT is chargeable, this will be made clear at the point of sale.

If a customer fails to make payment when due, we may suspend further work, withhold any optional aftercare advice or non-essential follow-up until payment is received, and recover reasonable costs associated with collecting overdue amounts. The customer will remain responsible for any third-party charges incurred because payment was declined, reversed, or delayed. We may also cancel future appointments where payment has been repeatedly missed or where there is a genuine risk of non-payment.

Cancellations and rescheduling

We understand that plans can change, and we will usually try to accommodate reasonable rescheduling requests. However, because a cleaning appointment reserves staff time, equipment, and travel planning, late cancellations can cause loss and disruption. If you need to cancel or move an appointment, please give us as much notice as possible. The amount of notice required may vary depending on the size and nature of the booking.

Where a cancellation is made with sufficient notice, any deposit may be transferred to a new booking or refunded at our discretion, subject to any non-recoverable costs already incurred. Where cancellation is made at short notice, or where we attend the property and cannot carry out the work because access is unavailable, the wrong address has been given, or the customer is not present when required, a cancellation fee may apply. That fee may reflect the time reserved, travel costs, and administration.

We may also cancel or postpone a booking if the premises are unsafe, if there is a risk to health and safety, if extreme weather or events beyond our control make attendance unreasonable, or if the customer behaves in a threatening or abusive manner. In such cases, we will usually seek to rearrange the appointment. If we must cancel and the customer has already paid for the service, we will either reschedule or refund the relevant amount, subject to any lawful deduction for work already completed.

Service standards, customer duties, and access

The customer is responsible for ensuring that the work area is reasonably prepared before we arrive. This may include moving small personal items, securing valuables, arranging parking or access where needed, and advising us of any fragile surfaces or special instructions. Unless we have specifically agreed to do so, we are not responsible for moving heavy furniture, lifting electrical items, or removing fixed obstacles. We may decline to clean an area if it cannot be accessed safely.

Customers should also disclose any known risks, including pets, children, wet floors, sensitive materials, recent repairs, hidden damage, previous chemical treatments, or issues such as mould, urine contamination, or infestation. Some stains or odours may not be fully removable. While we will use professional methods and reasonable skill, no cleaning company can guarantee the complete removal of every mark, especially where the fibre has been permanently damaged, discoloured, or degraded.

We may provide advice on drying times, ventilation, aftercare, and whether certain areas should be kept off-limits for a period after treatment. If recommendations are ignored, we will not be responsible for resulting damage, re-soiling, shrinkage, or prolonging the drying process. The customer should allow the cleaned items or surfaces to dry naturally and should avoid replacing furniture or walking on damp areas until it is appropriate to do so.

The customer must ensure that any power, water supply, or other facilities required for the service are available and safe to use. If these are not available, or if they fail during the appointment, we may be unable to complete the work or may need to amend the method used. Any extra time spent due to inadequate access, incorrect instructions, or changes requested on site may be chargeable where reasonable.

Liability

We will exercise reasonable care and skill in providing Earls Court carpet cleaning and related services. If we cause direct damage through proven negligence, our liability will be limited, to the extent permitted by law, to the reasonable cost of repair or replacement of the affected item, taking account of age, condition, and depreciation. We do not accept responsibility for pre-existing defects, weak seams, hidden wear, colour loss, fibre distortion, or damage caused by items that are already fragile or unsuitable for the chosen cleaning method.

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 lawfully be excluded under UK law. Subject to that, we shall not be liable for indirect or consequential loss, loss of profit, loss of business, loss of anticipated savings, or loss arising from the customer’s failure to follow our instructions or disclose relevant information. Customers are encouraged to remove valuables and important documents from the work area before the appointment begins.

Where a complaint about damage is raised, the customer should notify us within a reasonable time and provide enough information for us to investigate. This may include photographs, a description of the issue, and access to the affected item or area. We may inspect the matter before offering any remedy. If an item has been altered, repaired, or cleaned by a third party after our visit, it may affect our ability to assess liability and may reduce or remove any claim.

We are not responsible for damage resulting from unsuitable pre-existing conditions, including rot, unstable flooring, loose fittings, faulty fixtures, or surfaces that are not capable of withstanding standard cleaning treatment. The customer remains responsible for informing us of any special conditions or manufacturer restrictions. If the item’s care label or construction suggests that a particular method is unsuitable, we may refuse to clean it or may proceed only if the customer accepts the associated risk in writing or verbally where appropriate.

Waste regulations and disposal

We aim to carry out all cleaning work in a manner consistent with applicable UK environmental and waste rules. Wastewater, residues, used cloths, and removed debris arising from our service will be handled responsibly and disposed of, retained, or transported in accordance with relevant legal requirements. We will not knowingly discharge waste in a way that breaches environmental obligations or causes avoidable pollution.

Where cleaning involves contaminated materials, heavy soiling, biohazard concerns, or substances requiring specialist disposal, the customer must tell us in advance. Additional restrictions, charges, or refusal of service may apply if the waste cannot be managed safely using standard methods. We may also decline work if the premises contain materials we reasonably believe are hazardous or illegally stored. Any obligations relating to the storage, handling, and disposal of waste that is not generated by our work remain with the customer unless otherwise agreed.

We may use cleaning agents and equipment that produce wastewater or extracted residue, but we will take reasonable steps to minimise environmental impact. The customer agrees not to request disposal of prohibited materials through our service and to disclose any conditions that may affect lawful waste handling. If we are required to remove waste from site as part of the service, we will do so only where it is permitted and reasonably safe to do so. The customer may be charged for specialist disposal if such costs are incurred.

Guarantees, complaints, and service limitations

Any statements about expected results are made in good faith but should not be interpreted as a guarantee that all stains, marks, or odours will be eliminated. Success depends on fabric type, carpet age, previous treatments, the length of time a stain has been present, and how the item was maintained before our visit. For that reason, we cannot promise perfect restoration or a factory-fresh finish.

If the customer is dissatisfied with any aspect of the work, they should contact us promptly so we can review the matter. We may ask for images, further details, or an opportunity to revisit the property. Any remedy offered may include re-cleaning, adjustment, or another reasonable response, provided the issue falls within the scope of our responsibility. A refund or partial refund will only be considered where re-performance is not appropriate or cannot reasonably resolve the concern.

We are not liable for issues arising from normal wear and tear, improper use after cleaning, accidental spills following the visit, or failure to follow drying and aftercare instructions. Similarly, we are not responsible for damage caused by third-party contractors, household members, tenants, guests, or animals after our service has been completed. Customers should inspect the work reasonably promptly after completion and raise concerns as soon as possible.

Governing law

These terms and any dispute or claim arising out of or in connection with them, including non-contractual disputes or claims, shall be governed by and construed 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 consumer law provides otherwise or where another jurisdiction must be used by law.

The purpose of these terms is to support a professional and transparent relationship between the customer and carpet cleaners in Earls Court. We may update these terms from time to time to reflect legal, operational, or commercial changes. The version in force at the time of booking will generally apply to that booking unless a later version is required by law or expressly agreed. Customers should keep a copy of the terms relevant to their appointment for their records.

By proceeding with a booking, the customer confirms that they have read, understood, and accepted these conditions, including the provisions on booking process, payments, cancellations, liability, waste regulations, and governing law. If the customer is unsure about any clause, they should seek clarification before confirming the appointment. These terms are intended to be reasonable and straightforward, and to ensure that Earls Court Carpet Cleaners can deliver a reliable service while maintaining clear expectations for all parties.