West Wickham Carpet Cleaners Terms and Conditions

These Terms and Conditions set out the basis on which West Wickham Carpet Cleaners provides domestic and commercial carpet cleaning services. By making a booking, the customer agrees to be bound by these terms, which are intended to create a fair, clear and professional service arrangement. The wording below applies to all standard carpet cleaning appointments, including stain treatment, deodorising, upholstery add-ons where agreed, and related cleaning tasks confirmed at the time of booking. For the avoidance of doubt, references to “we”, “us” and “our” mean the service provider, and references to “you” or “the customer” mean the person requesting the service or any authorised representative acting on their behalf.

1. Scope of service. We will provide the service described in the booking confirmation, subject to the condition of the property, access, and the suitability of the materials to be cleaned. Our work is limited to the agreed cleaning service and does not include repair, restoration, moving heavy furniture unless expressly agreed, or any work outside the original scope. Where specialist treatment is required, such as delicate fibres or severe contamination, we may recommend a modified approach or decline to proceed if the risk to the material is too high. The customer is responsible for ensuring that any instructions provided are accurate and complete.

2. Accuracy of information. When arranging a carpet cleaning appointment, you must provide accurate details about the property, carpet type, approximate room sizes, known stains, access restrictions, parking limitations, and any hazards that may affect the work. If the information supplied is incomplete or incorrect, we may need to adjust the price, the time required, or the cleaning method. In some cases, where the actual conditions differ significantly from those described, we may treat the appointment as a cancellation by the customer and charge a relevant fee in accordance with these Terms.

3. Booking process. A booking is only confirmed once we have accepted the request and provided confirmation of the appointment details. A booking request may be made by telephone, email, online form, or any other method we make available. However, no contract is formed until the service has been accepted by us. Any quotation provided before inspection is an estimate based on the information supplied and may be revised if the actual condition, size, or complexity differs from the description given. If a pre-visit inspection is arranged, the final quotation may be updated following that inspection.

4. Appointment details and access. You must ensure that the property is accessible at the agreed time and that someone authorised is present, unless we have agreed otherwise. Delays caused by lack of access, locked premises, unavailable parking, restricted entry, or absence of an authorised person may result in waiting time charges or rescheduling. We will make reasonable efforts to attend within the scheduled window, but arrival times may vary due to traffic, weather, or earlier jobs overrunning. A reasonable tolerance period may apply before any delay is treated as a breach of contract.

5. Customer obligations before cleaning. Before our arrival, you should remove fragile items, valuables, small furniture, and personal belongings from the areas to be cleaned where possible. We may ask you to disconnect electronics, provide water and power access, and confirm any areas that should not be cleaned. We are not responsible for hidden damage caused by unsuitable carpets, pre-existing wear, poor installation, or prior chemical treatments. If you request that we move furniture, you accept that this is done at your risk unless we specifically agree otherwise in writing.

6. Pricing and payment. Prices are normally based on the quotation provided at the time of booking, subject to any changes arising from additional rooms, unexpected stains, extra labour, parking charges, or altered scope of work. Unless otherwise agreed in advance, payment is due on completion of the service and must be made using the methods we accept at the time of appointment. We may require a deposit for larger or repeat bookings, specialist cleans, or services scheduled at busy periods. Any deposit required will be made clear before the booking is confirmed.

7. Late payment and charges. If payment is not made when due, we may charge reasonable interest and recover costs incurred in pursuing the debt, to the extent permitted by law. We also reserve the right to suspend future services until outstanding balances are settled. Any invoice dispute must be raised promptly and in good faith, with sufficient detail to allow us to review the matter. Undisputed sums remain payable on time even if a separate part of the invoice is questioned.

8. Changes to the price. If the customer requests additional work on the day, or if we discover conditions materially different from those described, we may revise the price before continuing. This includes situations where the carpet is more heavily soiled than disclosed, where specialist treatment is required, or where the service time exceeds the estimate because of access issues or unusually large areas. We will explain any proposed change before carrying out extra work, and your agreement to proceed will be taken as acceptance of the revised charge.

9. Cancellations and rescheduling. You may cancel or reschedule a booking, but reasonable notice must be given. Unless a different cancellation policy is stated in your booking confirmation, we may charge a cancellation fee if notice is not provided within a reasonable period before the appointment, especially where we have reserved a time slot and incurred preparation or travel costs. If you fail to attend, deny access, or refuse the service without adequate notice, the appointment may be treated as a late cancellation or a wasted visit.

10. Our right to cancel or postpone. We may cancel, delay, or reschedule a service if there are safety concerns, severe weather, vehicle failure, staff illness, unsuitable site conditions, non-payment, or any event beyond our reasonable control. We will try to notify you as soon as possible and may offer an alternative date. We are not liable for any indirect loss arising from such postponement, provided we act reasonably. If cancellation is due to our own inability to perform the service, any advance payment for the cancelled portion will be refunded or re-applied, as appropriate.

11. Refunds. Refunds are not normally available simply because the customer changes their mind after the service has been completed, except where required by law or where we have failed to provide the service with reasonable care and skill. If a refund is due, it will usually reflect the part of the service not delivered or the amount reasonably attributable to any proven shortfall. Any claim for refund must be raised within a reasonable time after completion and should include photographs or other evidence where relevant.

12. Service standards. We will carry out carpet cleaning with reasonable care and skill, using methods and products that we consider suitable for the fabric and soil level. While we aim to improve appearance, remove common dirt, and reduce odours, we cannot guarantee complete removal of all stains, marks, odours, or wear patterns. Some stains may be permanent, may resurface, or may react unpredictably to cleaning agents. Variations in pile direction, shading, and drying marks may also occur as a normal result of the cleaning process.

13. Liability. Our liability is limited to loss or damage caused by our negligence, breach of contract, or failure to use reasonable care and skill. We will not be responsible for pre-existing damage, weak seams, colour loss caused by unstable dyes, shrinkage caused by manufacturing defects, or damage arising from unsuitable carpet construction. Nothing in these Terms excludes or limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be excluded under UK law. Subject to that, our total liability for any claim arising from a service event will be limited to the amount paid for the relevant service, to the extent permitted by law.

14. Customer property and belongings. The customer remains responsible for safeguarding valuables, documents, jewellery, ornaments, cash, and fragile items before and during the appointment. We will take reasonable care when working around property, but we do not accept responsibility for loss or damage to items not removed or protected by the customer where such loss is not caused by our negligence. If we are asked to move items, the customer accepts that minor scuffs or incidental movement marks may occur as part of normal handling unless caused by our failure to act with reasonable care.

15. Waste regulations and disposal. Any waste generated during the provision of carpet cleaning services will be handled in accordance with applicable UK waste regulations. This includes the lawful segregation, storage, transport, and disposal of waste water, removed debris, disposable materials, and any contaminated residues that arise from the service. We will not dispose of hazardous waste or non-standard contamination unless this has been specifically agreed and can be lawfully managed. The customer must disclose the presence of hazardous materials, biological contamination, or prohibited substances before the job begins. If undisclosed hazardous waste is discovered, we may stop work immediately and charge for time already spent and any necessary safe withdrawal from the site.

16. Environmental responsibility. We aim to use cleaning products and methods that are appropriate for the service while keeping environmental impact reasonable. However, because every job is different, we do not guarantee any particular environmental standard unless expressly stated in writing. Waste water and residue will be managed in a lawful and responsible way, but the customer is responsible for providing accurate information about drainage restrictions, conservation requirements, or other site-specific limitations. We may refuse to use a product or method if we believe it could create unlawful disposal issues or unnecessary environmental risk.

17. Complaints. If you are dissatisfied with any aspect of the carpet cleaning service, you should notify us as soon as reasonably possible so that we can assess the issue. We may request access to inspect the area, review photographs, or verify the conditions before deciding on the appropriate remedy. Where a valid complaint is made, we may offer a re-clean, a partial refund, or another reasonable solution. This does not affect your statutory rights. Complaints raised long after the service may be harder to investigate fairly, particularly where the carpet has been used, altered, or cleaned by someone else in the meantime.

18. Force majeure. We are not liable for any delay or failure to perform our obligations where such delay or failure results from events outside our reasonable control. This includes, without limitation, adverse weather, flood, fire, accident, industrial action, public transport disruption, power failure, supply shortages, government restrictions, or emergency circumstances. In such cases, our obligations will be suspended for the duration of the event and resumed as soon as reasonably practicable. If the event continues for a prolonged period, either party may cancel the affected booking without penalty.

19. Use of premises. You must ensure that the premises are safe for our team to enter and work in. That includes providing a reasonably secure environment, warning us of any known risks, and keeping children and pets away from work areas where possible. We may refuse to proceed if we consider the environment unsafe, unsanitary, or unsuitable for the service. If we do not proceed for safety reasons, a call-out or wasted visit charge may apply where permitted by the booking terms or where reasonable expenses have been incurred.

20. Governing law and jurisdiction. These Terms and Conditions, and any dispute or claim arising from them or in connection with them, are governed by the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction, except where mandatory consumer protection rules provide otherwise. If any part of these Terms is found to be unlawful, invalid, or unenforceable, the remainder will continue in full force and effect. No delay or failure by us to enforce any right will be treated as a waiver of that right.