Stoke Newington Carpet Cleaners Terms and Conditions

These terms and conditions set out the basis on which Stoke Newington Carpet Cleaners provides domestic and commercial carpet cleaning services in the UK. By making a booking, the customer agrees to be bound by these terms, which are intended to protect both parties and to ensure that services are delivered fairly, safely and professionally. In these terms, references to “we”, “us” and “our” mean Stoke Newington Carpet Cleaners, and references to “you” or “the customer” mean the person requesting or receiving the service.

These terms apply to all carpet cleaning appointments, including one-off cleans, regular maintenance cleans, stain treatments, fibre-specific cleaning, and any related pre-inspection or post-cleaning processes. They are designed to be clear and practical, while reflecting standard UK service principles. Nothing in these terms affects your statutory rights as a consumer where services are supplied for personal use, nor does anything in these terms exclude liability where exclusion would be unlawful.

We reserve the right to update these terms from time to time. The version in force at the time of booking will normally apply to your appointment unless a change is required by law or is necessary to reflect a material operational change. It is your responsibility to read these terms before confirming a booking. If you do not accept them, you should not proceed with the booking.

1. Booking Process

Bookings may be made by any method we make available, such as online enquiry, email, telephone, or messaging service, subject to availability. A booking request is only an offer by you to receive services; it does not become a confirmed appointment until we have accepted it and issued confirmation. We may decline or reschedule a booking where the required service is unsuitable, where access is not practical, or where we are unable to carry out the work safely or lawfully.

When you make a booking, you must provide accurate and complete information about the property, the area to be cleaned, the type of fibres or materials involved, known stains or damage, parking restrictions, access issues, pets, and any other matters that may affect performance of the service. If the information supplied is incomplete or inaccurate, we may revise the quotation, adjust the appointment time, or refuse to proceed. Any quotation given before an inspection is based on the details you provide and may be subject to change if those details are incorrect or the condition of the carpet differs from what was described.

2. Service Requirements and Customer Responsibilities

Before the appointment, you must ensure that the work area is reasonably accessible and ready for cleaning. This includes moving small and fragile items, securing valuables, providing safe access to electricity and water where required, and ensuring that the property is suitable for the use of professional cleaning equipment. If heavy furniture or delicate items need to be moved, this must be discussed in advance. We are not obliged to move items that could cause damage, injury, or delay unless this has been expressly agreed.

You are responsible for advising us of any known risks, including previous water damage, weakened flooring, subfloor heating, existing wear, chemical sensitivity, mould, infestation, or carpets that may be at risk of shrinkage or colour loss. While carpet cleaning services are generally safe when suitable methods are chosen, some materials require specialist treatment or may not tolerate deep cleaning. We may refuse to clean certain items if we believe the risk of damage is unacceptable.

We may take reasonable protective measures, but you remain responsible for removing personal belongings and for protecting items you believe may be affected by moisture, noise, equipment movement, or cleaning chemistry. If you fail to prepare the property adequately, we may charge for waiting time, additional labour, or a wasted visit where attendance is prevented or the service cannot be completed.

3. Payments and Charges

Prices will usually be confirmed at the time of booking or following inspection. Unless stated otherwise, all prices are quoted in pounds sterling and may be subject to VAT where applicable. We may revise the price if the scope of work changes, if the actual condition of the carpet is materially different from what was described, or if additional services are requested on the day. Any additional charges will be explained before work continues where reasonably possible.

Payment is due in full on completion of the service unless we have agreed a different arrangement in writing beforehand. We may accept payment by bank transfer, card payment, cash, or another method specified at the time of booking. Where a deposit is required, that deposit may be used to secure the appointment and may be non-refundable to the extent permitted by law, particularly where late cancellation causes loss of work time or administrative cost.

You must pay any invoice issued by us within the period stated on the invoice. If payment is not made on time, we may charge reasonable recovery costs and interest where allowed by law. We also reserve the right to suspend further services until outstanding amounts have been settled. Ownership of any goods supplied by us remains with us until payment has been received in full, where such retention is permitted by law.

4. Cancellations, Rescheduling and Access Problems

You may cancel or reschedule a booking by giving us reasonable notice. If you cancel with sufficient notice, no cancellation charge may apply. However, if you cancel close to the appointment time, if we have already allocated staff and equipment, or if we are unable to fill the time slot, we may apply a reasonable charge to cover loss and administration. The amount charged will depend on the notice given and the resources reserved for your appointment.

If we need to cancel or reschedule due to illness, severe weather, equipment failure, unsafe working conditions, or circumstances beyond our control, we will make reasonable efforts to offer an alternative date. We will not be liable for indirect losses arising from a necessary rescheduling, provided that the cancellation is made in good faith and we act reasonably. We may also cancel or pause a job if the property is unsafe, if access is obstructed, or if the service would breach legal or environmental requirements.

If our team arrives but cannot gain access, cannot complete the work because of missing information, or is prevented from starting due to conditions within your control, the appointment may be treated as a wasted visit. In that event, a call-out fee, minimum charge, or the full booking fee may apply, depending on the time reserved and the circumstances. We will always aim to act fairly and proportionately.

5. Liability and Limitations

We will carry out our services with reasonable care and skill, as required under UK consumer law. If we fail to do so, we will normally re-perform the service or, where that is not practical, provide an appropriate price adjustment. Our responsibility is limited to direct loss or damage caused by our negligence, breach of contract, or failure to use reasonable care and skill. We do not exclude or limit liability where doing so would be unlawful, including liability for death or personal injury caused by negligence, fraud, or fraudulent misrepresentation.

Although Stoke Newington Carpet Cleaners uses professional methods and reasonable precautions, certain outcomes cannot be guaranteed. Staining may be permanent, fibres may react unpredictably, colour may transfer, or pre-existing wear may become more visible after cleaning. We are not responsible for damage caused by pre-existing faults, structural defects, hidden stains, unsuitable materials, deterioration unrelated to our work, or items that were not reasonably fit for cleaning. No service provider can promise complete removal of every stain or odour.

If we move any item with your agreement, you accept that marks, scuffs, scratches or other minor cosmetic effects may occur where furniture is old, unstable or improperly assembled. We are not liable for losses caused by your failure to give correct information, by failure to remove fragile items, or by not following our reasonable instructions. Any claim must be notified to us as soon as reasonably possible after the issue is discovered and, in any event, within a reasonable time.

6. Waste Regulations and Environmental Compliance

We operate in accordance with applicable UK waste and environmental rules. Wastewater, used cleaning solutions, and extracted debris must be handled responsibly. Where disposal is necessary, we will take reasonable steps to ensure that waste is managed in a lawful and environmentally responsible manner. You agree not to request or require us to dispose of any material in a way that would breach waste legislation, drainage requirements, or local environmental controls.

We may decline to use certain chemicals or disposal methods if we believe they are unsuitable for the property, the drainage system, the carpet material, or regulatory compliance. If your property has a septic tank, delicate drainage system, or any other special waste consideration, you must tell us before the appointment. You are responsible for ensuring that the premises can safely receive cleaning wastewater where applicable. We are not liable for problems arising from hidden drainage faults or from incorrect information about the property.

We also ask customers to dispose of their own household waste, packaging, and unwanted items that are unrelated to the cleaning service. Our service does not normally include the removal of furniture, rubbish, or hazardous materials unless specifically agreed in advance and permitted by law. If hazardous substances, sharps, biohazards, or pest-related contamination are discovered, we may stop work until the area has been made safe by an appropriately qualified person.

7. Complaints and Remedial Work

We aim to provide a high standard of service. If you believe there is an issue with the cleaning, you should notify us promptly and allow us a reasonable opportunity to inspect the work and, where appropriate, attempt a remedy. In many cases, concerns can be resolved by further treatment, clarification of expectations, or explanation of what can reasonably be achieved on a particular carpet type.

Any remedial work offered by us is provided without admission of liability unless such liability is established. If you arrange for a third party to alter, re-clean, or repair the treated area before allowing us to inspect it, we may be unable to assess the matter properly and may decline to accept responsibility. Carpet cleaning in the UK often involves variability because different fibres, backing materials, age, and prior treatments all affect the result.

Nothing in this section affects your legal rights. However, you must act reasonably, mitigate loss where possible, and cooperate with any reasonable request for inspection, photographs, or supporting information. We may ask for evidence of the issue before deciding whether any further action is appropriate.

8. Customer Conduct, Safety and Site Conditions

You must ensure that our team can work in a safe and respectful environment. We may withdraw from the premises if staff are subject to abuse, harassment, threats, unsafe behaviour, or hostile conditions. If pets are present, they must be controlled or secured as appropriate. Children and vulnerable persons must be supervised by an adult, and hazardous areas must be kept clear during the service.

We may refuse to continue if we consider that the property presents a health and safety risk, including due to exposed wiring, unstable flooring, aggressive animals, severe clutter, or environmental contamination. Where access conditions change during the appointment, we may pause the service until the issue is resolved. Any delay caused by your failure to maintain safe conditions may be charged at a reasonable waiting or call-out rate.

We are entitled to photograph treated areas for operational, quality, insurance, or record-keeping purposes. Such images will be used responsibly and in accordance with data protection law. We do not use customer images for marketing purposes without permission. Any personal data collected in connection with a booking will be processed in line with applicable privacy requirements.

9. Force Majeure

We will not be liable for delay or failure to perform our obligations where the delay or failure is caused by events outside our reasonable control. This includes extreme weather, fire, flood, transport disruption, power outages, industrial action, government restrictions, public health measures, or the sudden unavailability of essential materials or equipment. In such cases, the affected obligations will be suspended for the duration of the event.

Where a force majeure event occurs, we will try to resume services as soon as reasonably practicable or agree a new appointment date. If performance becomes impossible for an extended period, either party may cancel the affected booking without further liability, except for any payment that has already become due for services properly performed before the event.

10. Governing Law and Jurisdiction

These terms and any dispute or claim arising from them, whether contractual or non-contractual, 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 in the UK. If any part of these terms is found to be unlawful or unenforceable, that part will be treated as removed to the minimum extent necessary, and the remaining provisions will continue in full force.

The headings in these terms are for convenience only and do not affect interpretation. Any failure by us to enforce a right or remedy immediately does not mean that we have waived that right or remedy. These terms form the entire agreement between you and us in relation to the carpet cleaning service, except where expressly varied in writing. By proceeding with a booking, you confirm that you have read, understood and agreed to these terms.

11. Final Provisions

Any special arrangement, discount, or promotional offer is only valid if confirmed by us and may be withdrawn at any time before a booking is accepted. Promises made by a third party or assumptions made by the customer are not binding unless we have agreed them in writing. If there is any inconsistency between these terms and a written quote or service agreement, the written agreement will prevail to the extent of the inconsistency.

Nothing in these terms is intended to create a partnership, employment relationship, or agency relationship between us and the customer. Our staff and contractors remain under our control for service delivery purposes only. If any clause is invalid or unenforceable, the remainder of the terms shall remain effective. The service is provided on the basis that the customer has had a fair opportunity to review these conditions before booking.