Terms and Conditions for Carpet Cleaners Putney

These Terms and Conditions set out the basis on which carpet cleaners Putney provides domestic and commercial cleaning services. By making a booking, confirming a quotation, or allowing a service to proceed, the customer agrees to these terms. They are intended to be clear, fair, and consistent with UK consumer law, while also reflecting the practical realities of cleaning work. In these terms, references to “we”, “us”, and “our” mean the service provider, and “you” or “the customer” means the person requesting the service.

1. Scope of Service

We provide specialist carpet cleaning and related fabric-cleaning services, which may include stain treatment, deodorising, spot cleaning, and low-moisture or hot water extraction methods where appropriate. The exact service will depend on the condition, fibre type, age, and accessibility of the carpet or textile item. We will use reasonable skill and care, but cleaning results can vary depending on the material, prior wear, staining, and any pre-existing damage. We do not guarantee complete removal of all marks, odours, or contamination, particularly where stains have been present for a long time or where fibres have been permanently affected.

2. Booking Information

Bookings are normally accepted only after we have received sufficient information to assess the work required. This may include the size of the area, the type of carpet, the level of soiling, and any specific concerns such as pet stains or delicate fibres. A booking is not confirmed until we have accepted it and provided a date, time window, or written confirmation. The customer is responsible for ensuring that the information provided is accurate and complete. If inaccurate details are supplied, we may adjust the price, amend the service plan, or decline to proceed if the work cannot safely or reasonably be completed.

3. Access and Preparation You must ensure that our team has safe, reasonable access to the property and the areas to be cleaned at the agreed time. This includes arranging entry, clearing personal items where possible, and protecting valuables, fragile objects, and any items that may be affected by cleaning operations. Where suitable access is delayed or denied, waiting time may be charged or the appointment may be treated as a late cancellation. We may ask for electricity, hot water, or parking arrangements to be made available if required for the job.

4. Pricing and Payments

Prices are usually based on the information given at the time of booking, and may be quoted as fixed fees, per-room rates, or hourly charges depending on the scope of work. Any estimate is given in good faith, but the final price may change where the actual condition, size, or complexity of the work differs from the information supplied. Additional charges may apply for severe staining, odour treatment, furniture moving, restricted access, or extra drying measures. Unless otherwise agreed in writing, payment is due immediately upon completion of the service. We may accept card payments, bank transfer, or other agreed methods. If payment is not received on time, we reserve the right to charge reasonable late-payment costs and any lawful debt-recovery expenses.

5. Deposits and Advance Payments

Where a deposit or advance payment is required, this will be explained before the booking is confirmed. Such payments secure the appointment and may be used to cover administrative costs, reserved staffing, and scheduling commitments. If the customer cancels outside the permitted cancellation period, the deposit may be retained in full or in part to cover losses incurred. If we cancel the service without fault on your part, any deposit paid for the affected appointment will normally be refunded or reallocated to a new date, subject to agreement.

6. Cancellations, Rescheduling, and Missed Appointments You may cancel or reschedule a booking by giving reasonable notice. The amount of notice required may vary according to the type and size of the job, but we will aim to treat customers fairly. If you cancel at short notice, particularly on the day of service or after staff have been dispatched, a cancellation charge may apply to reflect wasted time, travel, and preparation. If we are unable to access the property, or if the work cannot proceed because the site is not ready, the appointment may be treated as a missed visit and charged accordingly. We may cancel or reschedule if circumstances beyond our control prevent us from attending safely or on time, including severe weather, traffic disruption, equipment failure, or illness. In such cases, we will seek to offer a new appointment as soon as reasonably possible.

7. Customer Responsibilities

You are responsible for informing us about any known issues that could affect the service, including fragile flooring, loose seams, water sensitivity, prior repairs, hidden cables, hazardous substances, or recent chemical treatments. You must also disclose any infestation, contamination, or biological matter that may require specialist handling. If we discover circumstances that were not disclosed and that materially affect safety, cleaning performance, or legal compliance, we may pause or stop the work and charge for time already spent. For delicate or antique items, you should seek a specialist assessment if there is any risk that standard cleaning could cause damage.

8. Service Delivery and Limitations

We will use reasonable care and suitable equipment for the task, but cleaning is not an exact science. Some fabrics react unpredictably to water, heat, agitation, or cleaning agents. While we take care to test products where appropriate, some colour variation, fibre distortion, shrinkage, or texture change may occur, especially on older or poorly maintained carpets. We do not accept responsibility for damage caused by pre-existing weakness, hidden defects, age-related deterioration, or manufacturer limitations. Where a customer requests a particular method against our advice, we may refuse to proceed or require written confirmation that the customer accepts the risk.

9. Liability 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 total liability for loss or damage arising out of a service will be limited to the amount paid or payable for the relevant job, except where a higher limit is required by law. We will not be liable for indirect or consequential loss, loss of profit, loss of opportunity, loss of goodwill, or any business interruption arising from the service. If you believe damage has occurred, you must notify us as soon as reasonably possible and allow us a fair opportunity to inspect the issue before any repair or replacement work is arranged.

10. Complaints and Claims

If you are unhappy with any part of the service, you should raise the matter promptly so that it can be reviewed. We may request photographs, a description of the issue, and access to the affected area. Any claim should be made within a reasonable time after the service has been completed, as delays may make investigation more difficult. Where a genuine service failure is established, we may offer a re-clean, partial refund, or another reasonable remedy depending on the circumstances. This does not affect your statutory rights under UK law.

11. Waste, Chemicals, and Environmental Compliance

We aim to operate in a manner that is responsible and consistent with applicable UK waste and environmental regulations. Any waste generated during the service, including used cloths, filters, residues, packaging, and removed debris, will be handled in accordance with legal requirements and reasonable professional practice. Where waste must be disposed of off-site, it will be taken to an authorised facility or managed through a lawful disposal route. Customers must not ask us to dispose of prohibited items or waste that requires specialist licensing unless we have expressly agreed to do so and are legally permitted to handle it. We may refuse to use products or methods where we consider them unsafe, unlawful, or unsuitable for the property. Customers should also inform us of any access limitations or site rules that affect the safe disposal of waste or the use of cleaning agents. Any waste created by the customer before our arrival remains the customer’s responsibility unless expressly included within the agreed service. We reserve the right to suspend work if we believe the site contains materials that may breach waste, environmental, or health and safety regulations.

12. Damage Prevention and Property Conditions We will take reasonable steps to protect floors, furniture, and adjacent surfaces while working. However, it is the customer’s responsibility to identify items that require special protection or removal before cleaning begins. We are not responsible for damage to items that are unstable, poorly fixed, already weakened, or unsuitable for movement. Where furniture is moved as part of the service, it will only be moved if it can be done safely and without undue risk. We may decline to move heavy, valuable, or fragile items. Any pre-existing damage, marking, or wear should be noted before the service begins, and the customer may be asked to confirm the condition of the area on arrival.

13. Delays, Force Majeure, and Operational Issues

We will use reasonable efforts to arrive within the agreed time window and complete the work with appropriate care and efficiency. However, appointments may be delayed by traffic, access problems, weather conditions, equipment malfunction, or other events beyond our control. We are not liable for delays or failure to perform where the cause is outside our reasonable control, provided we take reasonable steps to minimise disruption. In such cases, we may rearrange the booking without liability for additional loss or inconvenience. If a delay is likely to be significant, we will aim to communicate the revised timing as soon as reasonably possible.

14. Data and Privacy

Any personal information supplied in connection with a booking will be used only for administering the service, handling payments, and managing operational communication. We will process such information in accordance with applicable data protection laws and our lawful business interests. We will not sell customer data to third parties. Where information is shared with subcontractors or administrative providers for the purpose of delivering the service, it will be limited to what is necessary and handled securely. Further details may be provided separately in a privacy notice if applicable.

15. Amendments We may update these Terms and Conditions from time to time to reflect legal, operational, or commercial changes. The version in force at the time of booking will usually apply to that service unless a later version is agreed in writing. Continued use of our service after revised terms have been issued may be treated as acceptance of the updated version, to the extent permitted by law.

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. The courts of England and Wales shall have exclusive jurisdiction over any dispute arising out of or in connection with these terms, except where mandatory consumer rights provide otherwise. If any part of these terms is found to be invalid or unenforceable, the remaining provisions will continue in full force and effect.

17. General Provisions

Failure by either party to enforce a right under these terms does not waive that right. No person other than the customer and us has any right to enforce these terms under the Contracts (Rights of Third Parties) Act 1999 unless expressly agreed otherwise. These terms form the entire agreement between the parties regarding the service, subject to any statutory rights that cannot be excluded. If there is any inconsistency between a quotation, email, or verbal statement and these terms, these terms will prevail unless we have expressly agreed otherwise in writing.

18. Acceptance of Terms By proceeding with a booking, authorising work to begin, or paying for the service, you confirm that you have read, understood, and accepted these Terms and Conditions. If you do not agree with any part of them, you should not proceed with the booking. We recommend that customers keep a copy of the terms for their records.