Terms and Conditions for Carpet Cleaners Queenspark

These Terms and Conditions set out the basis on which Carpet Cleaners Queenspark provides carpet, upholstery, rug, and related cleaning services to residential and commercial customers. By placing a booking, the customer agrees to be bound by these terms, which are intended to create clarity around the service process, payment obligations, cancellations, liability, and environmental responsibilities. These terms apply to all standard and specialist cleaning work unless otherwise agreed in writing.

For the purposes of these terms, “we”, “us”, and “our” refer to the service provider operating under the name Carpet Cleaners Queenspark, and “you” or “the customer” refers to the person, business, landlord, tenant, agent, or authorised representative making the booking. The agreement may be entered into by phone, email, online request, or any other accepted booking method. A booking is not confirmed until we have accepted it and, where required, received any deposit or pre-authorisation.

These terms are designed to be practical and fair. They describe the normal expectations for the cleaning appointment, including access to the property, condition of the items to be cleaned, reasonable care during service, and the customer’s duty to provide accurate information. If any part of these terms is found to be unlawful or unenforceable, the remainder will continue to apply to the fullest extent permitted by law.

1. Booking Process
Bookings may be requested by providing the service type, approximate size of the area or items, preferred date and time, property access details, and any relevant cleaning concerns. We may ask questions to determine whether the requested work is suitable, whether specialist treatment is needed, or whether any limitations apply. Quotes given before inspection are based on the information supplied by the customer and are subject to change if the actual condition differs materially.

A booking becomes binding only when we confirm the appointment. Confirmation may be given verbally or in writing. We reserve the right to refuse a booking if the requested work is outside our service scope, if access is not reasonably possible, if safety concerns exist, or if the property conditions would prevent the job being completed in a professional manner. The customer is responsible for ensuring that all details provided during booking are accurate and complete.

Where a pre-visit inspection is arranged, the inspection does not guarantee that every item can be cleaned to a particular result. Carpet cleaning outcomes depend on the material, construction, previous use, age, wear, stains, and prior treatment. Any estimate or time frame is indicative only and may be adjusted if additional work is required on the day. We may also recommend that some items are treated as delicate, high-risk, or unsuitable for wet cleaning.

2. Access, Preparation, and Customer Responsibilities
The customer must ensure that the property is ready for the scheduled appointment. This includes providing safe access, moving fragile items if requested, protecting valuables, and ensuring the area can be worked in without unnecessary obstruction. Unless otherwise agreed, the customer should remove small personal belongings, ornaments, electrical items, and breakables from the work area before we arrive. If heavy lifting or furniture moving is required, this must be discussed in advance.

The customer must tell us about any known hazards before the appointment, including damage to flooring, loose fittings, hidden stains, water leaks, pest issues, electrical risks, or any other condition that could affect the service. If the property has restricted access, parking limitations, lift restrictions, security requirements, or time-limited entry, the customer should make arrangements in advance. Delays caused by inaccessible premises or missing information may result in waiting time charges or cancellation fees.

We may refuse to proceed if the working environment is unsafe, if the item appears too fragile, or if there is a risk of damage to property, equipment, or personnel. The customer must also ensure that pets are secured and that children are supervised. Where our technicians need running water, electricity, or ventilation, these must be available and suitable for use. Any failure to meet these conditions may affect the service outcome and may lead to additional charges or rescheduling.

3. Payments and Charges
Prices are usually based on the type and size of the job, the condition of the material, the cleaning method required, and any special treatments requested. If a fixed price is agreed, that price applies only to the scope described at the time of booking. If additional work is requested on site, or if the condition of the items is materially worse than described, we may revise the price before continuing.

Payment is due in full on completion of the service unless otherwise agreed in writing. We may require a deposit for larger or specialist bookings, and such deposits may be non-refundable where costs have already been incurred or where late cancellation occurs. Accepted payment methods may include bank transfer, card payment, or other agreed methods. Any charges must be settled promptly, and the customer remains responsible for payment even if they are acting on behalf of another person or entity.

Where payment is not received when due, we may suspend further work, withhold completed documentation, or charge reasonable recovery costs where permitted by law. If a chargeback or payment dispute is raised without valid reason after a service has been delivered, we reserve the right to produce evidence of attendance, completion, and agreement to support our position. Carpet Cleaners Queenspark does not accept responsibility for bank fees, currency charges, or delays caused by third-party payment processors.

4. Cancellations, Rescheduling, and No-Show Policy
The customer may cancel or reschedule a booking by giving reasonable notice. We ask that any change is made as soon as possible so that we can adjust our schedule and avoid unnecessary costs. If cancellation is made within a short period before the appointment, a fee may apply to cover lost time, travel preparation, and reserved labour. The amount of any such fee will reflect the circumstances and any non-recoverable costs already incurred.

If we arrive at the property and are unable to gain access, cannot work safely, or are prevented from carrying out the service because the customer is absent or unprepared, the appointment may be treated as a late cancellation or no-show. In those circumstances, a call-out fee or the full booking charge may be payable, depending on the facts and the amount of time reserved. Repeated cancellations or repeated non-attendance may lead to refusal of future bookings.

We reserve the right to reschedule an appointment due to staff illness, equipment failure, severe weather, road disruption, or other events beyond our reasonable control. If we do so, we will aim to provide as much notice as reasonably possible and will offer an alternative time. We will not be liable for indirect losses arising from a rescheduled appointment, provided the delay or change is due to circumstances outside our control and we act reasonably in managing it.

5. Liability and Limitations
We will use reasonable care and skill in delivering our services. However, the customer acknowledges that professional carpet cleaning involves water, detergents, extraction, agitation, and drying time, all of which may affect sensitive materials, pre-existing damage, or unstable dyes. Some stains, marks, odours, and wear patterns may be permanent or only partially improved. We do not guarantee complete removal of all spots, discolouration, or odours, particularly where the cause is set-in, synthetic, or has already been treated by others.

Our liability is limited to direct loss or damage that is reasonably foreseeable and caused by our proven negligence or breach of contract. We are not responsible for pre-existing defects, hidden damage, shrinkage, colour loss, weak seams, loose fitting, or deterioration caused by age and wear. We do not exclude liability for death or personal injury caused by negligence, fraud, or any other matter that cannot lawfully be excluded under UK law. Nothing in these terms affects your statutory rights as a consumer.

If any item is moved, lifted, or treated with customer consent, the customer accepts that normal handling risks apply. We are not responsible for damage caused by items that are unstable, poorly assembled, already compromised, or unsuitable for relocation. The customer should notify us of sentimental, high-value, or irreplaceable items before work begins so that appropriate caution can be taken. Any claim for damage must be reported within a reasonable time and supported by evidence where possible.

6. Waste Regulations, Disposal, and Environmental Duties
We comply with applicable UK waste and environmental rules when removing or disposing of waste generated during the service. This may include vacuumed debris, packaging, disposable protective materials, or residues that are lawfully removed as part of the job. We will not knowingly dispose of hazardous waste, chemical waste, or prohibited materials in an unlawful manner. Where waste requires specialist handling, the customer may need to arrange separate collection or disposal.

The customer must disclose in advance if the property contains contaminated items, bodily fluids, mould risk, pest infestation, or other hazardous contamination. If such conditions are discovered during the job, we may stop work, modify the service, or apply additional charges for the time, protective equipment, and disposal requirements involved. We reserve the right to refuse any task that would place us in breach of waste, health, or safety regulations. Waste left behind by the customer remains their responsibility unless agreed otherwise.

Where cleaning solutions, rinse water, or residual waste may affect drains, surfaces, or adjoining areas, we will take reasonable steps to minimise risk. The customer should inform us of any plumbing limitations, septic systems, fragile surfaces, or environmentally sensitive restrictions. Any instructions relating to disposal or containment must be accurate and lawful. The customer is responsible for ensuring that the service location permits the use and disposal methods needed for the work being undertaken.

7. Service Standards, Complaints, and Re-Visits
We aim to deliver a professional standard of cleaning consistent with the condition of the item and the service booked. If the customer believes there is an issue with workmanship, they should notify us promptly so that the matter can be reviewed. We may request photographs, a description of the issue, and an opportunity to inspect the work before deciding whether any corrective action is appropriate. Any re-visit offered is a goodwill assessment unless otherwise required by law.

A return visit may not be possible where the item has been re-used, re-soiled, treated by another party, or altered after our attendance. Claims based on unrealistic expectations, misunderstanding of the agreed scope, or issues caused by third parties may not be upheld. We will consider complaints in good faith and, where appropriate, may offer a touch-up, partial re-treatment, or explanation of why a visible improvement was limited by the fabric condition.

Customers should be aware that drying times vary according to ventilation, humidity, material type, pile density, and room temperature. We may provide estimated drying guidance, but this is not a guarantee. The customer must avoid heavy foot traffic, replacing furniture too soon, or using the cleaned items before they are sufficiently dry. Any damage caused by premature use after the service is outside our responsibility.

8. Governing Law
These terms and any dispute arising from them shall be governed by and interpreted in accordance with the laws of England and Wales. Any court proceedings relating to the service, the contract, or any claim arising from it shall be brought in the courts of England and Wales, unless mandatory consumer law provides otherwise. If you are a business customer, you agree that this jurisdiction clause applies to the fullest extent permitted by law.

If any dispute cannot be resolved through reasonable communication, either party may seek resolution through the relevant legal channels. Nothing in these terms limits any rights you may have under consumer legislation, including rights relating to services carried out with reasonable care and skill, services not matching description, or services not provided within a reasonable time. These terms should be read together with any written quotation, booking confirmation, or service specification agreed for the particular job.

9. General Provisions
We may update these terms from time to time to reflect legal, operational, or administrative changes. The version in force at the time of booking will normally apply to that booking. No waiver of any term shall be effective unless agreed by us in writing. If we do not enforce a right on one occasion, this does not mean we waive that right for future occasions. Headings are provided for convenience only and do not affect interpretation.