Terms and Conditions for Carpetcleaning Stockwell
These Terms and Conditions set out the basis on which carpet cleaning services are provided by Carpetcleaning Stockwell. They are written to help customers understand how bookings are made, how payments are handled, what happens if an appointment is changed or cancelled, and how liability is managed. By requesting a service, the customer agrees to these terms, subject to any specific written agreement that may apply to a particular job. These terms apply to all domestic and light commercial cleaning services supplied under the Carpet Cleaning Stockwell name, unless otherwise stated in writing.
In these Terms and Conditions, references to “we”, “us” and “our” mean the service provider, and references to “you” or “the customer” mean the person requesting or receiving the service. The purpose of these terms is to create a fair framework for both parties. If any part of a service requires special handling, additional equipment, or unusual time commitments, we may apply further conditions or pricing, which will normally be explained before work begins.
Nothing in these terms affects your statutory rights as a consumer under UK law. If there is any inconsistency between these Terms and Conditions and mandatory legal rights, the legal rights will prevail. These terms are intended to be practical and reasonable, and they should be read together with any quote, invoice, booking confirmation, or written service agreement issued in relation to a carpet cleaning appointment.
Booking Process
All bookings for Carpetcleaning Stockwell services are subject to availability and acceptance. A booking request may be made by the customer through the methods made available at the time, and a booking is only confirmed once we have acknowledged the appointment and agreed the relevant service details. Booking requests should include accurate information about the property, access, parking, approximate room sizes, carpet condition, and any known stains, odours, or fragile materials. Where the customer provides incomplete or inaccurate information, we may need to revise the quote, change the service scope, or reschedule the appointment.
Before carrying out any work, we may ask questions about the carpet type, age, fibre content, previous treatments, drying space, and any health or safety concerns. This is to ensure the chosen cleaning method is suitable. A carpet cleaning appointment may require pre-inspection on arrival, and we reserve the right to decline or modify a service if the condition of the carpet or the surrounding environment makes the work unsafe, ineffective, or likely to cause damage. In such circumstances, any call-out or inspection charge that has been agreed may still apply.
The customer is responsible for ensuring that the premises are ready for the scheduled appointment. This includes moving small personal items, providing safe access to the rooms to be cleaned, and ensuring that an adult is present unless otherwise agreed. If furniture needs to be moved, this should be discussed in advance, as not all items can be moved safely. Delays caused by lack of access, missing information, or unsafe conditions may affect the appointment time and may result in waiting charges or cancellation fees if the service cannot proceed.
Any quotation provided for carpet cleaning in Stockwell is based on the information supplied at the time and is valid for a limited period unless otherwise stated. Quotes may change if the work required differs from the initial description, if the carpet has not been accurately represented, or if additional rooms or treatments are requested on the day. A quote does not guarantee a final price unless it is expressly stated to be fixed and subject only to the agreed conditions. We may also refuse to carry out work where the customer requests a method that is unsuitable for the carpet or contrary to good practice.
Payments and Charges
Payment terms will be confirmed at the time of booking or before the service begins. Unless otherwise agreed in writing, payment is due immediately upon completion of the service. We may accept bank transfer, card payment, cash, or other approved methods, depending on the arrangement made for the booking. Where an invoice is issued, it must be paid by the stated due date. Any bank fees, transfer charges, or currency conversion costs imposed by the payment provider are the responsibility of the customer unless we state otherwise in writing.
Prices may vary based on room size, carpet type, level of soiling, stain treatment, protective coating, access difficulty, and whether additional drying or equipment is required. If extra work is requested during the appointment, we will normally inform the customer of any additional charge before proceeding. Any unpaid balance remains due even if the customer decides not to use optional add-on services once they have been requested and completed. We reserve the right to suspend or refuse future services where invoices remain unpaid.
Special offers, promotional pricing, or package rates may be subject to separate conditions and may not be combined unless expressly stated. Any discount is applied at our discretion according to the offer rules in force at the time of booking. Carpetcleaning Stockwell may also request a deposit for larger, more complex, or high-demand appointments. If a deposit is required, the booking is only secured once that deposit has been received and cleared. Unless otherwise stated, deposits are non-refundable where the customer cancels outside the permitted cancellation window or fails to make the property available for the service.
Cancellations, Rescheduling and Missed Appointments
If you need to cancel or reschedule a carpet cleaning appointment, you should give notice as early as reasonably possible. Where a booking is cancelled within the permitted notice period, we may offer a new appointment time or refund any refundable amount already paid, depending on the circumstances and any agreed booking rules. If cancellation occurs after a technician has been allocated, travel has begun, or preparation costs have been incurred, a cancellation charge may apply to reflect our loss of time and resources. The exact charge will depend on the level of notice given and the type of booking.
If we arrive at the property and cannot gain access, cannot carry out the work because the property is not ready, or the customer is absent without prior agreement, this may be treated as a missed appointment. In those cases, the full call-out fee or a reasonable portion of the service price may be charged. Where an appointment is delayed by circumstances outside our control, such as severe weather, transport disruption, or emergency operational issues, we will try to notify the customer and rearrange the appointment at the earliest practical opportunity.
We reserve the right to cancel or postpone a service where necessary for safety, legal compliance, staffing issues, equipment failure, or any other reasonable cause. If we must cancel for reasons within our control, we will seek to offer a suitable alternative date or refund any relevant prepaid amount for the cancelled portion of the service. This does not include compensation for indirect loss, inconvenience, or missed arrangements unless such liability cannot be excluded under law.
Service Standards and Customer Responsibilities
Our carpet cleaning methods are chosen to provide effective results while taking reasonable care of the materials being treated. However, carpet fibres, dyes, and prior wear can affect the final outcome. Some stains may be permanent, may reappear after drying, or may respond only partially to professional treatment. Accordingly, we do not guarantee complete removal of every stain, mark, odour, or discolouration. We will use reasonable skill and care, but the customer acknowledges that older carpets and previously damaged areas may not be restored to a like-new condition.
The customer should disclose any prior repairs, colour loss, weak seams, loose edges, moth damage, underlay issues, water damage, or contamination before work begins. Failure to provide such information may increase the risk of incidental damage or reduce the effectiveness of cleaning. Where the customer asks us to proceed despite a known risk, we may require written confirmation that the work is to continue at the customer’s risk, provided this does not remove liability that cannot be excluded under law. It is also the customer’s responsibility to ensure pets, children, and vulnerable persons are kept away from the working area while equipment is in use.
We may take reasonable steps to protect adjoining surfaces, but the customer should remove delicate items and portable valuables before the appointment starts. Any pre-existing damage should be identified beforehand where possible. Normal wear, fading, pre-existing marks, and imperfections caused by age or usage are not defects in our service. We may document the carpet’s condition before and after cleaning to support service quality and resolve any later concerns fairly.
Although we take care to work neatly, some residual moisture, ventilation requirements, or temporary rearrangement of furniture may be necessary after cleaning. Drying times can vary depending on carpet type, pile density, airflow, weather, and cleaning method used. The customer is responsible for following any reasonable aftercare advice provided at the end of the service, such as restricting foot traffic until the carpet is suitably dry. Failure to do so may affect the result and may reduce the chance of any claim being accepted if damage is caused by premature use.
Liability and Limitations
We accept liability for loss or damage caused by our negligence or by a breach of these Terms and Conditions, subject to the limitations set out below and subject always to applicable UK law. Our liability is not excluded where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud, or fraudulent misrepresentation. However, we are not responsible for indirect or consequential losses, loss of profit, business interruption, or loss of opportunity arising from the service, unless such exclusion is not permitted by law.
Where liability is established for damage caused by our actions, our responsibility will normally be limited to the reasonable cost of repair, cleaning, or replacement of the affected item, taking account of age, condition, depreciation, and the circumstances of the incident. Claims must be reported within a reasonable time after discovery and, where practicable, before the item is altered, repaired by a third party, or disposed of. We may request photographs, a written description, or an opportunity to inspect the alleged damage before any payment or remedy is considered.
We are not liable for damage caused by hidden defects, unsuitable carpet construction, prior poor installation, existing weakness in fibres or seams, or circumstances where the customer instructed us to proceed against our advice. Nor are we responsible for items left in the service area that should reasonably have been removed, including loose ornaments, fragile objects, electrical items, or unsecured valuables. Any recommendation we make about a cleaning method is based on the information available at the time and should not be treated as a guarantee of outcome where the carpet condition is uncertain.
Waste Regulations and Disposal
In carrying out carpet cleaning services, we may collect wastewater, residue, recovered soil, used disposable materials, and other waste generated during the job. We will handle such waste in accordance with applicable UK waste and environmental requirements, using reasonable care to dispose of it responsibly and lawfully. We do not knowingly discharge waste in a manner that would breach environmental rules, drainage restrictions, or local authority requirements. Where specialised disposal is needed because of contamination, the customer may be charged an additional fee if this was not included in the original quote.
The customer must inform us of any known contamination, including biohazards, mould, bodily fluids, pest infestation, or chemical spills. We may refuse or suspend work where waste risks exceed ordinary carpet cleaning conditions or require specialist disposal methods beyond the scope of the agreed service. If a property contains materials that are subject to special controls, the customer remains responsible for ensuring proper disclosure and compliance with any relevant legal obligations. We may also decline to use certain methods if they would create an unnecessary disposal burden or environmental risk.
Any items removed from the carpet during cleaning that are clearly identified as customer property will normally be returned where practical. However, we are not responsible for the disposal of hidden waste, damaged low-value material, or debris that cannot reasonably be separated from the cleaning process. Where waste must be left on site for later collection or removal by another contractor, the customer is responsible for making suitable arrangements unless we have agreed in writing to manage that aspect of the service.
Complaints, Force Majeure and Governing Law
If you are unhappy with any part of the service, you should notify us within a reasonable time so that we can review the issue and, where appropriate, inspect the work or seek to resolve the matter. We may ask for supporting details, including photographs and a description of the concern. Where we agree that remedial action is appropriate, we may offer a re-clean or another reasonable remedy depending on the circumstances. This process does not prevent the customer from exercising legal rights where applicable.
We are not liable for any failure or delay in performance caused by events beyond our reasonable control, including but not limited to extreme weather, accidents, transport disruption, strike action, illness, utility failure, equipment breakdown, fire, flood, or restrictions imposed by public authorities. If such an event occurs, we will take reasonable steps to reduce disruption and rearrange the service where possible. Either party may be excused from performance during the period in which the external event continues, to the extent that performance is prevented.
These Terms and Conditions are governed by the laws of England and Wales. Any dispute arising from or connected with the services provided by Carpetcleaning Stockwell shall be dealt with by the courts of England and Wales, unless another forum is required by mandatory law. If any provision of these terms is found invalid or unenforceable, the remaining provisions will continue in full force. No failure or delay by us in exercising any right under these terms shall operate as a waiver of that right.
