Terms and Conditions for Carpet Cleaners Catford
These Terms and Conditions govern the provision of carpet cleaning services by Carpet Cleaners Catford and apply to all quotations, bookings, appointments, and completed works unless a separate written agreement states otherwise. By making a booking, the customer confirms that they have read, understood, and agreed to these terms. These conditions are intended to create a clear and fair framework for service delivery, including the way appointments are arranged, how payments are handled, what happens if a booking is cancelled, and the limits of liability that apply to domestic and commercial carpet cleaning services. For the avoidance of doubt, references to we, us, and our mean the service provider, and references to you and your mean the customer or person booking on the customer’s behalf.
These terms are written to support transparent trading practices and to align with relevant UK consumer law, contract principles, and waste-handling obligations. They should be read carefully before confirming any appointment for carpet cleaning in Catford or elsewhere in the United Kingdom. Nothing in these terms is intended to limit rights that cannot lawfully be excluded, including rights arising under the Consumer Rights Act 2015 or other applicable legislation. Where a term is found to be unlawful, unenforceable, or invalid, the remainder of the agreement will continue in force to the fullest extent permitted by law.
By using our services, you confirm that you are at least 18 years old or otherwise authorised by a parent, guardian, landlord, employer, managing agent, or property owner to arrange cleaning work at the premises. You also confirm that any information you provide about the property, the surfaces to be cleaned, access arrangements, and any special risks is accurate and complete. Incorrect or incomplete information may affect the outcome of the service, the quoted price, the safety of the operatives, and the validity of any complaint or claim later raised in relation to the work carried out.
Booking Process
A booking with Catford carpet cleaners is only confirmed once we have accepted your request and, where required, received any deposit or prepayment requested at the time of booking. Initial enquiries may be made through a booking form, by telephone, email, or other approved method. Any quotation issued before inspection is based on the details supplied by you and is therefore an estimate unless expressly stated as a fixed price. We reserve the right to revise the price if the information provided changes or proves to be inaccurate, or if the actual condition of the carpets materially differs from what was described.
When a booking is made, you must provide the date, approximate start time, property type, location of the area to be cleaned, room sizes where known, and any relevant access information. You must also notify us of issues that could affect the cleaning process, including but not limited to pre-existing stains, excessive wear, underfloor heating, fragile fibres, loose seams, or previous treatments such as stain repellents or DIY products. If you fail to disclose important details, we may not be responsible for reduced results or any additional time required to complete the job safely and effectively.
We will use reasonable efforts to attend at the agreed time; however, arrival times are estimates and may vary due to traffic, weather, prior appointments, staffing, or equipment issues. If a delay is likely to be significant, we will aim to inform you as soon as reasonably practicable. We may refuse or postpone a service if the premises are unsafe, inaccessible, or unsuitable for cleaning. This includes, for example, exposed hazards, inadequate electricity or water supply where required, infestation, extreme contamination, or circumstances that create a risk to personnel, equipment, or property.
Payments and Pricing
All prices are stated in pounds sterling unless otherwise agreed. Quotes may be based on room count, carpet area, condition, or a combination of factors. The final price may vary if the scope of work changes, if extra services are requested on site, or if hidden conditions are discovered during inspection. Any additional work beyond the original booking must be approved by you before it is carried out, except where immediate action is reasonably necessary to prevent damage, health risk, or unsafe conditions.
Payment terms will be confirmed at booking or before the service begins. Depending on the nature of the appointment, payment may be required in advance, on the day of service, or immediately after completion. We may accept bank transfer, card payment, cash, or other methods made available at the time of booking. Unless otherwise agreed in writing, invoices are payable in full without set-off, deduction, or withholding. Where a deposit is taken, it will normally be applied against the final balance unless the booking is cancelled in a way that allows us to retain part or all of it under these terms.
If payment is not made when due, we may suspend further work, withhold any optional aftercare advice or related documentation, and/or charge reasonable costs incurred in recovering the debt, subject always to applicable law. We may also charge interest on overdue sums at the statutory rate where permitted. Ownership of any materials or consumables supplied in connection with the service will not transfer until full payment has been received. If an error is made in billing, you must notify us promptly so that it can be reviewed and corrected where appropriate.
Cancellations, Amendments, and No-Shows
You may cancel or reschedule a booking by giving us notice as soon as possible. Unless a different arrangement is set out in writing, cancellations made with at least 24 hours’ notice will not normally incur a charge. If you cancel within 24 hours of the appointment, we may retain the deposit or charge a reasonable cancellation fee to reflect lost time, staff allocation, and any preparatory work already undertaken. For same-day cancellations, repeated postponements, or instances where access is not provided, a larger proportion of the fee may be retained where this is fair and proportionate.
We reserve the right to cancel or reschedule a service where circumstances beyond our control make performance impracticable or unsafe. Such circumstances include severe weather, vehicle breakdown, staff illness, equipment failure, power outages, or emergencies affecting the property or surrounding area. In those cases, we will aim to offer an alternative appointment. If we must cancel and no suitable alternative is available, any prepayment for undelivered work will normally be refunded, less any non-recoverable third-party expenses if they were disclosed in advance and lawfully incurred.
Where you request changes to the booking, including a different date, larger scope of work, or additional treatment such as stain removal or deodorising, we may amend the price and timeframe accordingly. We are not obliged to accept changes made at very short notice if doing so would be operationally impractical. If no one is available at the property at the agreed time and we cannot complete the service, the visit may be treated as a late cancellation or no-show. In such cases, travel time, labour, and other reasonable costs may be charged where permitted by law.
Service Standards and Customer Responsibilities
We will exercise reasonable skill and care when providing carpet cleaning services, using methods and products that we consider suitable for the fibre type, stain type, and condition of the carpet, subject to the information available at the time. However, cleaning outcomes can vary depending on age, wear, previous treatment, colourfastness, fibre composition, hidden damage, and pre-existing contamination. No guarantee is given that every stain, odour, or mark can be fully removed. Some stains, including those caused by bleach, dye transfer, rust, urine, tannin, or permanent chemical reaction, may be irreversible.
You must prepare the property reasonably before the appointment. This may include moving small personal items, ensuring clear access to areas to be cleaned, securing pets, and removing fragile or valuable objects from the work area. Unless we have agreed in writing to move furniture, we are not responsible for moving heavy, fixed, or delicate items. Where furniture moving is included, it is limited to reasonable items and may exclude breakables, electronics, antiques, pianos, beds with complex frames, or anything that creates a risk of damage or injury. You should also ensure that the areas are adequately ventilated after cleaning to assist drying.
We may refuse to treat items or surfaces that are unsuitable for the intended process, including carpets that are structurally unsound, heavily deteriorated, or at risk of shrinkage, colour loss, or seam separation. If we identify a material risk during the job, we may stop work on the affected area and discuss alternatives with you. Any advice we give about drying times, aftercare, or reoccupation should be followed carefully, as premature use can compromise results and may lead to re-soiling or damage for which we cannot accept responsibility.
Liability and Limitations
Nothing in these Terms and Conditions excludes or limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot be limited under UK law. Subject to those non-excludable rights, our liability for loss or damage arising from the service is limited to the amount paid or payable for the specific service in question, except where a higher amount is required by law. We will not be liable for indirect, special, or consequential losses, including loss of profit, loss of business, inconvenience, or emotional distress, to the extent permitted by law.
We are not responsible for damage caused by pre-existing defects, inherent weaknesses, hidden faults, or circumstances outside our reasonable control. This includes damage to seams, backing, loose dye, worn fibres, old repairs, unstable floor coverings, subfloor moisture problems, or items that were already compromised before treatment. Where a risk is apparent, we may decline the work or proceed only if you accept the identified risk in writing or verbally where appropriate. Your continued instruction to proceed after a clear warning may affect any claim later made in relation to the area concerned.
If you believe damage has occurred, you must notify us as soon as reasonably possible and in any event within a reasonable time after the service, providing photographs and a clear description of the issue. You must allow us a fair opportunity to inspect the concern before arranging any repair or third-party assessment, unless this would be unreasonable in the circumstances. We will not be liable for claims that arise from a failure to follow our advice, from unauthorised intervention by you or another person, or from use of unsuitable cleaning products after our visit.
Waste Regulations and Environmental Compliance
Any waste generated in connection with carpet cleaning will be handled in accordance with applicable UK waste regulations and environmental requirements. This may include removed soil, vacuumed residue, disposable materials, sludge, contaminated cloths, or items that cannot be reused safely. We will take reasonable steps to dispose of such waste responsibly and, where applicable, in line with duty-of-care obligations. Waste will not be abandoned, illegally tipped, or otherwise handled in a manner inconsistent with the Environmental Protection Act 1990 or associated regulations.
Where specialist disposal is required because of contamination, biohazard risk, pests, mould, sewage, or excessive foul matter, we may charge additional fees and may decline the work if the situation exceeds our training, equipment, or legal remit. You are responsible for telling us in advance about any hazardous or regulated waste known to be present at the property. We may ask you to arrange separate licensed removal if the material falls outside routine carpet-cleaning waste handling. Any packaging, solution containers, or related materials that remain after the work may be removed by us where appropriate and disposed of through the proper channels.
We aim to minimise environmental impact by using products and methods suitable for the job and by applying them only in the quantities necessary to achieve the agreed service. However, cleaning effectiveness may occasionally require stronger treatment or additional extraction, and we do not guarantee the complete avoidance of water use, detergents, or consumables. You should not pour cleaning residues into drains unless the product instructions and local rules permit it. Any request that would require unlawful disposal or non-compliant waste handling will be refused.
Complaints, Changes to Terms, and Governing Law
If you are dissatisfied with any part of the service, you should notify us promptly so that we can investigate and, where appropriate, put matters right. Complaints should be made with sufficient detail to allow a proper review, including the date of service, the area concerned, and any photographs or other evidence you have available. We may request access to inspect the issue before deciding on a remedy. Any proposed remedy may include a return visit, partial re-clean, or other reasonable adjustment, provided that the complaint is valid and raised in good faith.
We may update these Terms and Conditions from time to time to reflect changes in law, business practice, or service methods. The version in force at the time of your booking will usually apply to that appointment unless a revised version is expressly accepted by both parties. No employee, contractor, or representative of Catford carpet cleaners has authority to vary these terms unless the variation is confirmed in writing by an authorised person. If we choose not to enforce any right at any time, that does not mean we waive our right to enforce it later.
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. The courts of England and Wales will have exclusive jurisdiction, except where consumer law gives you the right to bring proceedings elsewhere. The parties agree to use reasonable efforts to resolve disputes informally before commencing formal legal action. If any provision of these terms is found to be unenforceable, the remaining provisions will continue to apply. These terms constitute the full agreement between you and us regarding the provision of the relevant service, replacing any prior discussion or understanding unless expressly recorded in writing.