Terms and Conditions for Carpet Cleaners E5
These Terms and Conditions set out the basis on which Carpet Cleaners E5 provides carpet, rug, upholstery, and related cleaning services to residential and commercial customers. By making a booking, the customer agrees to be bound by these terms. Please read them carefully before confirming any service. In these terms, references to “we”, “us”, and “our” mean the service provider, and references to “you” and “your” mean the customer receiving the service.
Booking process. A booking is made when you request a service and we confirm availability, pricing, and the proposed service date. We may ask for details about the area to be cleaned, including fabric type, stain condition, access, parking, water supply, and any special requirements. Accurate information helps us provide the right service and avoid delays or additional charges. If the condition of the carpet or fabric differs from the description provided at the time of booking, we may revise the scope of work or the price before starting the service.
We reserve the right to decline or reschedule a booking where the work requested is outside our service capability, where the property is unsuitable, or where the customer has not provided sufficient information to allow the service to be delivered safely and effectively. Any time given for attendance is an estimate only unless expressly agreed otherwise in writing. For certain services, a deposit or pre-authorisation may be required to secure the appointment, and the booking may not be confirmed until that amount is received.
Service scope. Carpet cleaning services may include inspection, spot treatment, pre-treatment, extraction, shampooing, dry cleaning, deodorising, and finishing as appropriate to the material and condition of the item. We will use professional judgement to select suitable methods and products. However, no cleaning method can guarantee complete removal of all stains, odours, or wear patterns, particularly where damage has already occurred or where fibres are old, delicate, or previously treated with unsuitable products. Any estimate provided before the service is based on the information available at the time and may change if the actual condition differs from the information supplied.
Access and customer obligations. You must ensure that we have safe and reasonable access to the premises and to the areas requiring treatment. This includes arranging access for the agreed time, removing fragile or valuable items from the work area, and ensuring that children and pets are kept away from the work zone during the service. You are also responsible for ensuring that electricity, hot water, and any other facilities needed for the service are available unless we have agreed otherwise. If we are unable to complete the work because access is restricted or preparations have not been made, we may charge a call-out fee, waiting time, or a partial service fee.
Payments and charges. Unless otherwise agreed, payment is due on completion of the service. We may accept bank transfer, card payment, or other agreed methods. Where an invoice is issued, payment must be made by the date stated on the invoice. All prices are quoted in pounds sterling and may be shown inclusive or exclusive of any applicable tax, depending on the service arrangement. If parking fees, congestion charges, disposal charges, additional labour, or extra treatment materials are required, these may be added to the final price where reasonably incurred in carrying out the service.
Late payment and failed payment. If payment is not made when due, we may charge reasonable interest and recovery costs in line with applicable law. We also reserve the right to suspend further work, withhold completion certificates or related service documents where applicable, and refuse future bookings until outstanding sums are settled. If a card payment or transfer is reversed, declined, or otherwise fails after the service has been delivered, you remain responsible for the full amount owed. Nothing in these terms limits our right to seek payment through lawful debt recovery processes.
Cancellations and rescheduling. If you need to cancel or move an appointment, you should notify us as soon as possible. Where notice is given sufficiently in advance, we may allow rescheduling without charge. However, if cancellation occurs at short notice, particularly where staff, equipment, or materials have already been allocated, we may charge a cancellation fee. This fee will be reasonable and proportionate to the loss we incur. If we arrive at the property and are unable to carry out the work because of cancellation on arrival, lack of access, or customer unavailability, the full or partial booking fee may still apply.
Our cancellation rights. We may cancel or postpone a booking due to events beyond our reasonable control, unsafe conditions, staff illness, extreme weather, equipment failure, or if we reasonably believe the service cannot be provided safely, lawfully, or effectively. Where this happens, we will aim to offer an alternative appointment date. If we are unable to provide the service at all, any pre-paid amount for the cancelled element will be refunded, unless the cancellation was caused by your breach of these terms or by incorrect information provided by you.
Condition of items and pre-existing damage. You acknowledge that carpets, rugs, and upholstered fabrics may already have pre-existing wear, fading, fibre distortion, shrinkage, colour loss, stains, odours, or hidden defects. We are not responsible for damage caused by defects that existed before the service began, nor for issues arising from unsuitable manufacture, age, previous cleaning attempts, or pre-existing contamination. Where necessary, we may ask you to sign a disclaimer before cleaning items that are especially delicate, heavily soiled, water-sensitive, or known to have unstable dyes. We may refuse to clean items where the risk of damage is too high.
Liability. We will carry out our work with reasonable care and skill. If we cause direct loss or damage through our proven negligence, our liability will be limited to the reasonable cost of repair, re-cleaning, or replacement of the affected item, taking account of age, condition, and depreciation. We do not exclude liability for death or personal injury caused by our negligence, fraud, or any other liability that cannot legally be excluded under UK law. We are not liable for indirect or consequential loss, loss of profit, loss of business, or losses arising from circumstances outside our control. Where an item is irreplaceable or of special value, you should tell us before the service so that a suitable arrangement can be discussed in advance.
Waste regulations and disposal. We aim to handle waste and wastewater responsibly and in accordance with applicable environmental rules and local disposal requirements. Any waste generated during the service, such as removed debris, used cloths, or contaminated materials, will be managed in a lawful and safe manner. Wastewater, cleaning residues, and extracted soil must not be disposed of in a way that causes harm to drains, waterways, or property. Where special handling is required for contaminated or unusual materials, additional charges may apply. You must tell us in advance if the area contains biohazardous matter, mould, bodily fluids, chemical residues, or any material that may require specialist disposal. We may refuse such work if it falls outside our permitted operations.
Customer warranties. By instructing us, you confirm that you have the right to authorise the work at the property or on the items to be cleaned. You also confirm that any information you provide is true, complete, and not misleading. You warrant that the items presented for cleaning are not subject to legal restrictions, seizure, insurance conditions, or other limitations that would prevent the service from being carried out. If you are acting for a landlord, tenant, agent, or business, you are responsible for ensuring that you have proper authority to agree to the service on behalf of the relevant party.
Complaints and re-clean policy. If you are dissatisfied with the result, you must notify us within a reasonable time after completion and before the item is used again or altered by another party. Where appropriate, we may offer an inspection or re-clean of the affected area as a goodwill remedy, provided the issue is linked to the original service and not to subsequent damage, re-soiling, or misuse. Any remedial work will be limited to the specific area of concern. This process does not affect your statutory rights as a consumer.
Service standards and subcontractors. We may use trained employees, partners, or subcontractors to deliver all or part of the service. Any such person will be expected to meet the same professional standards. We may replace equipment or materials with equivalent alternatives if needed to complete the service safely and efficiently. The selection of cleaning products, machines, and techniques is at our discretion, provided they are reasonably suitable for the work agreed. If you request a specific product or method, we may accept or decline that request depending on suitability and safety.
Force majeure. We are not responsible for delay or failure to perform our obligations where the delay or failure arises from events beyond our reasonable control, including severe weather, transport disruption, utility failure, fire, flood, public health restrictions, labour disputes, equipment supply issues, or other unforeseen events. In such circumstances, we will use reasonable efforts to rearrange the booking or complete the work within a reasonable time.
Data and privacy. We may collect and use personal information needed to process bookings, manage appointments, issue invoices, and provide the service. Any such data will be handled in line with applicable data protection law. We will only use personal information for legitimate business purposes connected with the service, unless you agree otherwise or we are required by law to do so. You are responsible for ensuring that any personal data you provide is accurate and that you have authority to share it where relevant.
Changes to these terms. We may update these Terms and Conditions from time to time to reflect changes in our services, legal requirements, or business practices. The version that applies to your booking will be the version in force at the time the booking is confirmed, unless a later change is required by law. If a term is found to be unlawful or unenforceable, the remaining terms will continue in full force and effect.
Governing law and jurisdiction. These Terms and Conditions are governed by the laws of England and Wales. Any dispute arising from or in connection with these terms or the service provided will be subject to the exclusive jurisdiction of the courts of England and Wales, except where consumer law provides otherwise. If you are a consumer and have mandatory rights under applicable law, nothing in these terms will remove or reduce those rights.
Entire agreement. These terms, together with any written quotation or booking confirmation, form the entire agreement between you and us for the relevant service. Any statement made before the booking that is not included in the confirmation or these terms will not form part of the contract unless required by law. If we choose not to enforce any right or remedy under these terms at any time, that does not mean we have waived that right or remedy in future.
Acceptance of terms. By confirming a booking with Carpet Cleaners E5, you agree that you have read, understood, and accepted these Terms and Conditions. The agreement is designed to set clear expectations for the carpet cleaning service, protect both parties, and ensure the work is carried out fairly, safely, and professionally. If you do not agree with any part of these terms, you should not proceed with the booking.
