Old Coulsdon Carpet Cleaners Terms and Conditions
These Terms and Conditions set out the basis on which carpet cleaning services are provided by Old Coulsdon Carpet Cleaners (“we”, “us”, “our”). By making a booking, confirming an appointment, or allowing our technicians to carry out work, you agree to be bound by these terms. They are designed to create a clear understanding between us and the customer (“you”, “your”) regarding the scope of services, the booking process, payment, cancellations, liability, waste handling, and the law that applies to our agreement.
These terms apply to all residential and commercial cleaning services we supply, including carpet cleaning, rug cleaning, upholstery cleaning, stain treatment, and any related specialist services agreed in writing. They should be read alongside any written quotation, booking confirmation, or service notes issued before the appointment. If there is any inconsistency between these terms and a written quotation or service-specific agreement, the written quotation or agreement will take priority to the extent of the inconsistency.
We aim to provide a professional carpet cleaning service that is fair, transparent, and consistent. However, because fabrics, fibres, stain conditions, and underlying floor coverings vary significantly, results cannot always be guaranteed. Certain marks may be permanent or may only lighten rather than disappear. By using our services, you acknowledge that some carpets or textiles may react unpredictably to cleaning methods, moisture, heat, or products used in the course of work.
1. Booking process
Bookings may be requested by phone, email, online form, messaging service, or any other method we make available from time to time. A booking is not confirmed until we have accepted it and issued a confirmation, which may be verbal or written. We may ask for information about the property, the size and condition of the areas to be cleaned, access arrangements, parking restrictions, water supply, electricity supply, and any known stains, damage, or special requirements. The accuracy of this information is important, as it helps us allocate sufficient time, staff, and equipment.
When you make a booking for Old Coulsdon carpet cleaning, you are responsible for ensuring that the appointment details are correct. This includes the date, time window, address, contact details, and the nature of the work requested. If you identify an error, you should notify us as soon as possible. We may amend the booking if the revised request is feasible, but additional charges may apply where the original information was incomplete or incorrect. We also reserve the right to decline or cancel bookings where the service requested is outside our capabilities, poses a safety risk, or would be unlawful to perform.
Access to the property must be provided at the agreed time. If our operatives cannot gain access, or if access is materially delayed due to circumstances within your control, this may be treated as a late cancellation or aborted visit and charges may apply. You should ensure that the work area is reasonably ready for cleaning, including the removal of fragile items, valuables, small furnishings where possible, and any obstructions that would prevent safe and effective service delivery. Unless otherwise agreed, we do not move heavy furniture, disconnect appliances, or handle items that pose a risk of damage or injury.
2. Pricing and payments
Prices may be provided as fixed quotes, estimates, or price ranges depending on the information available at the time. A quotation is usually based on the areas to be cleaned, the expected level of soiling, the type of material, access conditions, and any optional treatments requested. If, on arrival, the actual conditions differ from the information provided and the work required is materially greater than described, we may revise the price before starting work. If you do not accept the revised price, we may decline to proceed, and a call-out or inspection charge may still be payable where stated or where reasonable.
Payment is due in accordance with the terms agreed at booking or stated on the invoice. Unless otherwise specified, payment is required on completion of the service by the methods we accept at the time of the appointment. We may require a deposit or part-payment in advance for larger, multi-room, commercial, or specialist bookings. Any deposit is normally non-refundable except where we cancel the appointment or where a refund is required by law. All prices are quoted in pounds sterling and, where applicable, may be subject to VAT. We reserve the right to correct obvious pricing errors and to reject bookings made on the basis of an incorrect or misleading price.
Late payment may result in additional charges, interest, or recovery action where permitted by law. If an invoice remains unpaid beyond the agreed period, we may suspend further services until the outstanding balance is settled. You are responsible for ensuring that the person who places the booking has authority to accept these payment terms on behalf of the property owner, occupier, business, or landlord, where relevant. We are not responsible for internal disputes between tenants, landlords, managing agents, or other parties concerning payment liability.
Any promotional discount, voucher, or special offer is subject to the conditions attached to it and may be withdrawn at any time before booking acceptance. Offers cannot usually be exchanged for cash, combined unless stated, or applied retrospectively after payment has been made. The final amount payable will depend on the actual service delivered, any agreed extras, and any additional work approved by you during the appointment. We recommend checking the booking confirmation carefully so that the anticipated cost is understood before the visit takes place.
3. Cancellations, postponements, and missed appointments
You may cancel or reschedule an appointment by giving us reasonable notice. Where notice is provided within a timeframe stated at booking, no charge may apply. If you cancel at short notice, fail to provide access, or are not ready for the appointment, we may charge a cancellation fee to cover reserved labour, travel, equipment preparation, and lost appointment time. The amount of any fee will be reasonable and proportionate, and where possible will be communicated in advance of the booking.
We may cancel or rearrange a booking due to operational reasons, safety concerns, adverse weather, staff illness, equipment failure, or events outside our control. In such circumstances, we will aim to offer an alternative appointment. Where we are unable to provide a suitable replacement, any prepayment relating to the cancelled service will be refunded, subject to the law and any work already completed. We are not liable for indirect losses arising from a cancellation or postponement, including missed work, inconvenience, or loss of earnings, except where required by law.
4. Service standards and customer responsibilities
We will use reasonable skill and care in carrying out our carpet cleaning services. The techniques used may include hot water extraction, low-moisture methods, dry cleaning, stain pre-treatment, deodorising, or other methods suitable for the material and condition of the carpet or textile. You acknowledge that all cleaning carries some risk of residual staining, colour run, shrinkage, odour persistence, fibre distortion, seam movement, or delayed wick-back, especially where items are old, damaged, poorly maintained, or previously cleaned incorrectly. We will normally explain material risks before proceeding where such risks are apparent.
You are responsible for informing us of any known issues before cleaning begins, including pre-existing damage, prior treatment, fragile dyes, underlay concerns, moth activity, mould, pet contamination, water ingress, or other conditions that may affect the result or safety of the work. If you ask us to treat a stain or area against our recommendation, you accept that any outcome is not guaranteed and may worsen the appearance in some cases. You should also ensure that children, pets, and unauthorised persons remain away from the work area while services are being carried out and until it is safe to re-enter.
We may refuse to clean items or areas where we believe the process could cause unreasonable damage, where the item is unsuitable for treatment, or where safety requirements have not been met. In such cases, we may offer an alternative method or suggest that no treatment be performed. If we identify issues such as fabric weakness, pre-existing wear, or contamination that would make cleaning inappropriate, we may decide to proceed only after you confirm that you accept the associated risk. Any such confirmation may be taken verbally on site and will form part of the agreement.
5. Liability and limitations
Nothing in these terms excludes or limits liability for death or personal injury caused by our negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be excluded or limited under UK law. Subject to that, we will not be responsible for loss or damage arising from matters beyond our reasonable control, including pre-existing defects, hidden damage, structural issues, unsuitable materials, ineffective prior repairs, or information you failed to provide. We will also not be liable for indirect or consequential loss, loss of profit, loss of business, or loss of opportunity.
If we cause proven damage to your property through negligence, our liability will normally be limited to the reasonable cost of repair or replacement of the affected item, subject to the age, condition, and fair wear and tear of that item. We are not liable for cosmetic variations, colour differences, pre-existing wear, pile crushing, or changes that would reasonably be expected as part of the cleaning process. Any claim must be notified to us within a reasonable time after the issue is discovered, and you should allow us the opportunity to inspect the matter before any remedial work is undertaken by a third party.
6. Waste handling and environmental compliance
We operate in accordance with applicable waste regulations and environmental obligations in the United Kingdom. Any waste generated by our service, including used packaging, disposable cloths, filters, and minor residues removed during cleaning, will be handled responsibly and disposed of in a lawful manner. Where wastewater is collected as part of the cleaning process, it may need to be disposed of in accordance with local drainage and environmental rules. You must not instruct us to discharge waste in a way that would breach the law or create a pollution risk.
You are responsible for telling us about any materials or substances that require special handling, including biohazards, chemical residues, oil contamination, heavy mould, asbestos concerns, or other dangerous waste. If such issues are discovered during the appointment, we may stop work immediately and may recommend specialist contractors. Additional charges may apply where specialist disposal, extended cleaning, or protective measures are necessary. We are not responsible for waste created by third parties before our arrival, nor for items you choose to discard during the visit unless we have expressly agreed to remove them.
We encourage responsible disposal and, where reasonably practicable, may reuse or recycle non-contaminated materials in line with our operational procedures. However, any such practices will always be subject to safety, hygiene, and legal compliance. If the service involves removing soiled items from the property, ownership of those items passes to you remain responsible for the nature and lawful status of the items unless we have agreed in writing to transport or dispose of them on your behalf. In that event, any specific disposal instructions must be lawful and proportionate.
7. Complaints and disputes
If you are dissatisfied with any aspect of the service, you should notify us as soon as reasonably possible so that we can consider the issue and, where appropriate, inspect the affected area. We may ask for photographs, a description of the concern, and details of any products or treatments used by third parties before or after our visit. We will review complaints fairly and may offer a reasonable remedy where we accept that our work has fallen below the required standard. Any remedy will be proportionate to the issue identified and may include re-cleaning, partial refund, or other appropriate action.
Complaints must be made in good faith and must not be based on circumstances that were explained before the work began or that arose from factors outside our control. We are not required to provide compensation where a result falls within the normal limitations of carpet and upholstery cleaning, or where the issue results from pre-existing damage or the nature of the material cleaned. If a dispute cannot be resolved informally, either party may pursue the matter through the courts or any alternative dispute resolution process that is agreed between us.
8. Governing law
These terms, any booking made under them, and any non-contractual disputes or claims arising from or connected with them are governed by the laws of England and Wales. By entering into an agreement with us, you agree that the courts of England and Wales will have exclusive jurisdiction over any dispute unless mandatory consumer law provides otherwise. If any provision of these Terms and Conditions is found to be unlawful, invalid, or unenforceable, the remaining provisions will continue in full force and effect.
We may update these Terms and Conditions from time to time to reflect changes in our services, operational practices, or legal obligations. The version in force at the time of booking will normally apply to that appointment unless a later version is required by law or agreed in writing. It is your responsibility to review the relevant terms before confirming a new booking. Continued use of our services after changes are published will be treated as acceptance of the updated terms, so far as permitted by law.
9. General provisions
Any failure by us to enforce a right or remedy under these terms does not mean that right or remedy has been waived. No person other than the parties to the booking has any right to enforce these terms under the Contracts (Rights of Third Parties) Act 1999, unless expressly stated otherwise in writing. If you are booking services on behalf of another person or organisation, you confirm that you have authority to do so and to accept these terms on their behalf.
