Terms and Conditions for Carpetcleaning Waterloo

These Terms and Conditions set out the basis on which carpet cleaning services are provided by Carpetcleaning Waterloo to domestic and commercial customers in the UK. By making a booking, you agree to be bound by these terms. Please read them carefully before confirming any appointment for carpet cleaning in Waterloo or any related cleaning service.

For the purposes of these Terms and Conditions, references to “we”, “us” and “our” mean the service provider, and references to “you” and “your” mean the customer placing the booking. These terms apply to all quotations, bookings, site visits, cleaning appointments, and any follow-up work agreed in connection with a Carpetcleaning Waterloo service.

If any part of these Terms is found to be unenforceable, the remaining provisions will continue in full force and effect. Nothing in these terms affects your statutory rights as a consumer under UK law.

1. Booking Process

Bookings may be requested by phone, email, online form, or through any other booking method we make available. A booking is not confirmed until we have accepted it, issued a confirmation, and, where required, received any deposit or pre-authorisation payment. We may ask for details such as property type, access arrangements, floor area, fabric type, stain concerns, and whether any special treatments are needed.

To ensure we can provide the correct service, you must give accurate and complete information at the time of booking. This includes any known damage, pre-existing wear, previous cleaning history, pet contamination, delicate materials, access restrictions, parking limitations, or other circumstances that may affect the work. If the information you provide is incomplete or inaccurate, we may need to amend the service, revise the price, or refuse to proceed if the service would be unsafe or unsuitable.

We reserve the right to decline or cancel a booking at our discretion where we believe the requested work is outside our scope, unsafe, unlawful, or impractical. If a survey or assessment is required before the cleaning is carried out, the appointment may be treated as provisional until the assessment has taken place and the service has been accepted.

2. Service Scope and Customer Responsibilities

Our carpet cleaning services may include vacuuming, stain treatment, hot water extraction, low-moisture cleaning, deodorising, and other professional cleaning methods as appropriate to the material and condition of the carpet. The exact method used will depend on the fibre type, level of soiling, drying requirements, and the need to protect the carpet from damage.

You are responsible for ensuring that the area to be cleaned is reasonably accessible and ready for work. This includes moving small personal items, fragile objects, and valuables before the appointment unless we have expressly agreed otherwise. We may assist with moving lightweight furniture where safe and appropriate, but we are not obliged to move heavy, fixed, or potentially hazardous items such as wardrobes, appliances, pianos, or fitted units.

You must inform us of any relevant health and safety concerns, including electrical hazards, water leaks, broken flooring, mould, infestation, or the presence of bodily fluids or hazardous substances. If such conditions are identified during the visit, we may suspend or stop the work until the issue is resolved. Any delay caused by unsafe conditions may be chargeable if it prevents the service from being completed as booked.

3. Pricing and Payments

Prices may be provided as estimates or fixed quotations depending on the information available at the time of booking. Any quotation is based on the details you give us and may change if the actual condition, size, or complexity of the carpet differs from the description provided. Additional charges may apply for extra rooms, heavily soiled areas, stain removal, upholstery attachments, special detergents, after-hours work, waiting time, or parking-related costs where applicable and lawful.

Unless we agree otherwise in writing, payment is due on completion of the service. We may require a deposit in advance for certain bookings, particularly where significant time, equipment, or materials are reserved. Acceptable payment methods may include bank transfer, card payment, or other methods notified at the time of booking. Any deposit paid may be non-refundable in the circumstances set out in the cancellation section below.

You must ensure that sufficient funds are available and that any payment method provided is valid and authorised for use. If a payment fails, is reversed, or is later disputed without reasonable cause, we reserve the right to charge interest on overdue sums and to recover reasonable administrative or collection costs where permitted by law. Title to any goods supplied remains with us until full payment has been received.

4. Cancellations, Rescheduling and Missed Appointments

You may cancel or reschedule a booking by giving us reasonable notice. Unless otherwise stated in your confirmation, cancellations made with at least 24 hours’ notice will usually not incur a charge, though any non-refundable deposit may be retained where we have already incurred costs or reserved the appointment exclusively for you. Cancellations made with less notice may be subject to a late cancellation fee.

If we arrive at the property and are unable to carry out the work because of reasons outside our control, including no access, incorrect address details, failure to provide parking or entry arrangements, unsafe conditions, or the absence of an authorised person, the appointment may be treated as a missed visit. In such cases, a call-out charge or the full appointment fee may be payable.

We may reschedule or cancel a booking where we are affected by staff illness, equipment failure, severe weather, transport disruption, or any event outside our reasonable control. If this happens, we will use reasonable efforts to offer a new appointment date. We are not liable for any indirect loss arising from such unavoidable changes, provided we act reasonably and promptly in informing you.

5. Quality, Drying Times and Limitations

We will take reasonable care to provide a professional service using suitable methods and products. However, cleaning results can vary according to the age, fibre, prior treatment, wear, fading, and condition of the carpet. Some stains, odours, and discolouration may be permanent or may only be partially improved even when professional cleaning methods are used.

Drying times are estimates only and will depend on ventilation, humidity, carpet thickness, method used, and the temperature of the room. We do not guarantee a specific drying time. You should avoid walking on cleaned areas until they are sufficiently dry, and you should follow any post-cleaning care instructions we provide verbally or in writing.

We are not responsible for pre-existing damage, manufacturing defects, colour loss, shrinkage, pile distortion, adhesive failure, or other issues that arise because a carpet is old, unsuitable for wet cleaning, incorrectly installed, or previously damaged. Where we identify a material as unsuitable for the requested treatment, we may refuse to proceed, recommend a safer alternative, or clean only at your request and at your risk, provided this is lawful and reasonable.

6. Liability and Insurance

Nothing in these terms limits or excludes liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation, or any other liability that cannot lawfully be excluded under UK law. Subject to this, our liability to you is limited as set out below.

We accept responsibility only for loss or damage that is directly caused by our proven negligence or breach of contract. We will not be liable for indirect or consequential losses, including loss of profit, loss of business, loss of opportunity, or inconvenience, unless such liability cannot be excluded by law. Our total liability for any claim arising from a service appointment will not exceed the amount paid or payable for the relevant service, except where a different limit is required by law.

If you believe damage has occurred during the service, you must notify us as soon as reasonably possible and, in any event, within a reasonable time after the event is discovered. You must allow us the opportunity to inspect the alleged damage and, where appropriate, to inspect or test the area before any remedial action is taken by a third party. Failure to give us this opportunity may affect any claim.

7. Waste Regulations and Disposal

We will comply with applicable UK waste-handling obligations when removing residues, disposable materials, or contaminated waste arising from the service. Any waste generated in the course of the cleaning operation will be handled in a lawful and responsible manner. We may separate waste types where required and dispose of them through approved routes.

You must not ask us to remove or transport hazardous waste, controlled waste, sharps, medical waste, asbestos, or materials that require specialist licensing unless this has been expressly agreed in advance and can lawfully be carried out. If such material is discovered during the service, we may stop work and advise that specialist disposal arrangements are needed. Any additional work associated with lawful waste handling may be chargeable if it was not included in the original quotation.

Where wastewater, residues, or removed materials must be disposed of, we will do so in accordance with applicable environmental and local waste regulations. You remain responsible for ensuring that your own domestic or business waste is stored, segregated, and disposed of lawfully after our visit. We are not responsible for pre-existing waste issues at your property or for waste created by third parties.

8. Customer Conduct and Access

You agree to provide a safe working environment and reasonable access to water, electricity, and the areas to be cleaned. If access is restricted, delayed, or made unsafe by you, your occupants, tenants, guests, or contractors, we may adjust the service, delay the appointment, or charge for additional time. We may also leave the site if verbal abuse, threats, or unreasonable interference occurs.

We expect all customers and occupants to treat our staff with courtesy and to avoid interfering with the work while it is being carried out. Any intoxication, harassment, discrimination, or aggressive conduct may result in immediate termination of the appointment without refund where termination is justified for staff safety or operational reasons. In such cases, we may still seek payment for work already completed or for costs reasonably incurred.

If keys, security codes, or access instructions are provided to us, you confirm that you are authorised to give them and that we may rely on them for the purpose of entering the property. We will take reasonable care with any keys or access devices entrusted to us, but we are not liable for delays or loss caused by inaccurate instructions supplied by you or by third parties.

9. Complaints and Remedies

If you are unhappy with any aspect of the service, you should contact us promptly and provide a clear description of the issue. Where possible, we may ask for photographs or other evidence so that the matter can be assessed fairly. We may offer a re-clean, partial refund, or other reasonable remedy at our discretion, depending on the circumstances and the nature of the complaint.

Complaints must be raised within a reasonable time after the service has been completed. We will not consider claims that are unreasonable, speculative, or based solely on expectations that were not agreed in advance. If a further inspection or return visit is required, you must allow reasonable access to the property for that purpose.

Nothing in this section affects your statutory rights. If a remedy is available under law, it will be provided in accordance with the relevant legal requirements. Any goodwill gesture made by us will not be treated as an admission of liability unless we expressly state otherwise in writing.

10. Force Majeure

We are not responsible for delays or failures to perform our obligations where such delays or failures result from events beyond our reasonable control. These may include extreme weather, floods, fire, strikes, transport disruption, utility failure, equipment shortages, public health restrictions, or similar events. Where force majeure applies, we will use reasonable efforts to resume or rearrange the service.

If a force majeure event prevents us from completing the booking, neither party will be liable for the delay or failure caused by that event, except for payment obligations for work already completed. We will not be required to provide compensation for losses resulting from such circumstances where the law allows us to rely on this provision.

Should the event continue for an extended period, either party may cancel the affected booking by written notice, and any pre-paid sums relating to unperformed work will be handled fairly and in accordance with the law and any valid contractual deductions for costs already incurred.

11. Governing Law and Jurisdiction

These Terms and Conditions, and any dispute or claim arising out of or in connection with them, are governed by the laws of England and Wales. If you are resident in Scotland or Northern Ireland, mandatory consumer protections applicable in your home jurisdiction may also apply where relevant.

Any dispute that cannot be resolved amicably will be subject to the exclusive jurisdiction of the courts of England and Wales, unless consumer law provides otherwise. Nothing in this clause removes any rights you may have to bring proceedings in the courts of another UK jurisdiction where such rights cannot be excluded by law.

By booking a service with Carpetcleaning Waterloo, you confirm that you have read, understood, and agreed to these Terms and Conditions. We may update these terms from time to time to reflect changes in law, business practice, or service arrangements, and the version in force at the time of your booking will apply unless a change is required by law.