Charlton Carpet Cleaners Service Terms and Conditions

These service terms and conditions set out the basis on which Charlton Carpet Cleaners provides domestic and commercial cleaning services in the UK. By making a booking, the customer agrees to be bound by these terms, together with any written quotation, service description, or agreed scope of work supplied before the appointment. These terms are intended to be clear, fair, and practical, so that both the customer and the carpet cleaning provider understand what is expected before, during, and after the service.

The words “we”, “us”, and “our” refer to Charlton Carpet Cleaners. The words “you” and “your” refer to the customer, client, or person requesting the service. These terms apply to all standard carpet, upholstery, rug, and related cleaning services we provide, unless we agree otherwise in writing. Any special arrangement must be confirmed in advance and will only apply if recorded as part of the booking.

By requesting a service from Charlton Carpet Cleaners, you confirm that you are authorised to arrange the work on the property or item to be cleaned. You also confirm that you have read and understood the relevant parts of these terms, including sections covering booking, payment, cancellations, liability, waste handling, and governing law. If any term is inconsistent with a mandatory legal requirement, that requirement will take priority and the rest of the terms will remain in force.

Booking Process

Bookings may be made by phone, email, or any other method we make available from time to time. A booking is only accepted when we have confirmed the appointment and, where relevant, any deposit or prepayment has been arranged. We may ask for details such as the type of flooring or fabric, room size, access arrangements, stain concerns, parking considerations, and whether specialist treatment is required. This information helps us provide an accurate service and a realistic estimate of time and cost.

Any quotation given before inspection is based on the information you provide. If the condition, size, fibre type, level of soiling, or required treatment differs from the description supplied at the time of booking, we may revise the quotation before starting work. In some cases, we may decide that a different method or additional product is needed to achieve the best result. We will explain any change and seek your agreement before proceeding, where practical.

It is your responsibility to ensure that the service area is reasonably accessible on the scheduled date and time. This includes arranging access to the property, moving fragile items if appropriate, securing pets, and protecting any valuables, ornaments, documents, or personal items that should not be disturbed. We reserve the right to postpone or cancel a booking if access is unsafe, unsuitable, or materially different from what was agreed. In that event, any charges relating to wasted attendance or unreasonable delay may still apply.

Payments and Charges

All prices are stated in pounds sterling unless otherwise agreed. The final price may depend on inspection, measured area, service complexity, pre-treatment needs, drying expectations, parking or access issues, or the use of specialist equipment. Where a fixed price is quoted and accepted, that price applies only to the agreed scope of work. Any extra work requested on the day will be charged separately, provided you approve it before we begin.

Payment terms may vary depending on the type of customer and the nature of the job. For most domestic services, payment is due on completion of the work, unless a deposit, advance payment, or staged payment has been agreed. We may accept card payment, bank transfer, cash, or other payment methods notified at the time of booking. We are not obliged to complete or continue work if payment terms have not been met or if previous sums remain outstanding.

Where a deposit is taken, it secures the appointment and may be non-refundable except as set out in the cancellation section or where we cancel the service ourselves. If you fail to pay any amount due by the agreed date, we may charge reasonable interest and costs to the extent permitted by law. This includes charges associated with overdue invoices, recovery action, or any bank fees incurred because of a failed or reversed payment.

Cancellations, Postponements, and Missed Appointments

You may cancel or reschedule a booking by giving us reasonable notice. Unless a different arrangement is confirmed in writing, we ask for at least 24 hours’ notice for standard appointments. If you cancel with insufficient notice, we may charge a cancellation fee to cover reserved time, preparation, travel, and any other reasonable losses. For larger jobs or specialist carpet cleaning services, longer notice periods may be required and will be stated at the time of booking.

If you are not present at the agreed time and cannot provide access, or if the property is unavailable for reasons outside our control, the appointment may be treated as a late cancellation or missed visit. In such circumstances, we may charge a call-out fee or the full service fee where the booking prevented us from accepting other work. We will act reasonably when deciding whether a fee applies, taking account of distance travelled, time reserved, and any work already carried out.

We may cancel or postpone an appointment where circumstances make it impractical, unsafe, or unlawful to continue. This includes severe weather, equipment failure, illness, staff shortage, access difficulties, or a risk of damage to the property or items being cleaned. If we cancel for reasons within our control, we will offer a new appointment or refund any advance payment for the cancelled portion of the service. We will not be responsible for losses caused by a delay or cancellation that is unavoidable and outside our reasonable control.

Liability and Customer Responsibilities

We aim to provide a professional Charlton Carpet Cleaning service using suitable methods and reasonable care. However, no cleaning treatment can guarantee the complete removal of all stains, odours, marks, wear, or previous contamination. Outcomes depend on material type, age, prior cleaning, fibre condition, and the nature of the stain or damage. Where a stain is permanent, latent, or has reacted to a prior product or heat source, we may not be able to restore the item to a like-new appearance.

You must tell us about any known risks before work starts, including fragile fibres, loose dye, weak seams, pre-existing damage, water sensitivity, hidden stains, moth damage, glue failure, or shrinkage concerns. If you withhold relevant information and damage occurs as a result, we may not be liable. We also recommend that you remove small or valuable items from the work area and, where appropriate, back up or protect sensitive electronics and documents before any cleaning begins.

Our liability for loss or damage is limited to the extent permitted by law. We are not liable for indirect or consequential losses, including loss of profits, business interruption, missed appointments with third parties, or loss of use, except where such liability cannot legally be excluded. Nothing in these service terms limits our liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot be restricted under UK law. Where we are found liable, our responsibility will normally be limited to re-performing the service, repairing the damage, or refunding the price paid for the affected part of the work, depending on what is reasonable in the circumstances.

Waste Regulations, Chemicals, and Environmental Handling

We operate in accordance with applicable UK waste and environmental requirements. During carpet and upholstery cleaning, waste may include dirty water, used filters, packaging, disposable cloths, minor debris, or residues from pre-treatment products. We will dispose of such waste responsibly and in line with relevant regulations and good practice. Waste created through our own operations remains our responsibility unless it results from materials or items supplied by you that require special handling or separate disposal arrangements.

You must not ask us to dispose of prohibited materials, hazardous substances, sharps, or items not connected with the agreed cleaning service unless we have specifically agreed and confirmed that we can lawfully do so. If we identify a substance or item that may pose a health, safety, or environmental risk, we may pause the work and ask for further instructions. Additional charges may apply if specialist disposal, containment, or extra cleaning measures are required because of contamination beyond the normal scope of service.

We may use detergents, stain removers, deodorising agents, and other cleaning products suitable for the surface and task. You are responsible for telling us about allergies, sensitivities, pets, children, or other concerns that may affect product choice or drying time. Although we take reasonable care in product selection and use, we cannot guarantee that every person or animal will react in the same way to every product. Please allow adequate ventilation after service and follow any aftercare advice we provide verbally or in writing.

Guarantees, Complaints, and Service Outcomes

Any guarantee we offer will be limited to the specific promise stated at the time of booking or in our written service information. A guarantee does not apply to pre-existing damage, permanent staining, wear and tear, re-soiling caused by the customer or third parties, or results affected by failure to follow reasonable aftercare advice. If you believe a service issue has occurred, you should notify us within a reasonable time so we can inspect the matter and decide whether a remedy is appropriate.

We may ask for photographs, access to the cleaned area, or other relevant information so we can assess the issue fairly. If a complaint is upheld, we may offer a re-clean, partial refund, price adjustment, or another proportionate remedy. Our decision will take account of the original condition of the item, the agreed scope of work, and whether the issue could reasonably have been avoided. This section does not reduce any statutory rights you may have as a consumer under applicable UK legislation.

We are not responsible for differences in appearance caused by normal variation in materials, manufacturing, shading, pile direction, water marks from previous use, or deterioration that becomes visible once dirt is removed. In natural fibres and older items, some residual marks or texture changes may remain even after careful treatment. By booking a carpet cleaning service, you accept that cleaning can improve appearance, hygiene, and freshness, but may not produce identical results across every part of the material.

Governing Law

These terms and any dispute or claim arising from them are governed by the laws of England and Wales. If you live in Scotland or Northern Ireland, different mandatory consumer and procedural rules may apply where relevant, but the governing law stated here will remain effective to the extent permitted. The courts of England and Wales will have non-exclusive jurisdiction, meaning proceedings may be brought in the appropriate UK court where the law allows.

We may update these terms from time to time to reflect changes in our services, industry practice, or legal obligations. The version in force at the time of your booking will normally apply to that appointment, unless a change is required by law or agreed otherwise in writing. If any part of these terms is found to be invalid or unenforceable, the remaining parts will continue in full force and effect.

For the avoidance of doubt, these terms and conditions do not create a partnership, employment relationship, or agency arrangement between us and the customer. They simply describe the basis on which we provide our cleaning services. By proceeding with a booking, you confirm that you have the authority to agree to these terms and that you understand your obligations regarding access, payment, cancellation, and safe use of the cleaned area after completion.