Terms and Conditions for Ealing Carpet Cleaners

These Terms and Conditions apply to all carpet cleaning, upholstery cleaning, rug cleaning, stain treatment, and related domestic or commercial cleaning services supplied by Ealing Carpet Cleaners (referred to in these Terms as “we”, “us”, or “our”). By making a booking with us, you agree to be bound by these Terms and Conditions. Please read them carefully before confirming any appointment. For the avoidance of doubt, these Terms are designed to set out the basis on which our carpet cleaning services are provided, including booking, payment, cancellation, liability, waste handling, and the law that applies to the agreement.

These Terms and Conditions apply to the extent permitted by English law. Nothing in these Terms is intended to reduce your statutory rights as a consumer where such rights cannot legally be excluded. If any part of these Terms is found to be unlawful or unenforceable, the remaining provisions will continue in full force and effect. The headings used in this document are for convenience only and do not affect interpretation.

In these Terms, references to “you” and “your” mean the customer, client, occupier, tenant, landlord, agent, or any person authorised to place a booking on behalf of the property or business where the service is to be carried out. Where a booking is made by a third party, that person warrants that they have authority to act for the property owner or occupier and to accept these Terms on their behalf.

1. Booking Process

All bookings are subject to availability and acceptance by us. A booking request may be made by telephone, email, online form, or any other method we make available from time to time. A booking is not confirmed until we have acknowledged it and, where required, received any agreed deposit or prepayment. We reserve the right to decline a booking at our discretion, including where we believe the service requested is unsuitable, unsafe, or outside our operational scope.

Before the appointment, you must provide accurate information about the areas to be cleaned, including room sizes, access, carpet or fabric type, visible damage, heavy soiling, pet contamination, stains, prior treatments, and any relevant health or safety concerns. If the information supplied is incomplete or inaccurate, we may revise the quote, vary the service, or cancel the visit. Any quotation provided in respect of our carpet cleaners service is based on the information available at the time and may change if the actual conditions differ materially.

We may ask for photographs or a walkthrough description to help assess the task. Quotes are generally based on expected time, labour, equipment, and cleaning solutions required. Where an estimate is provided rather than a fixed price, the final charge may be adjusted to reflect the actual work carried out, the condition of the items, or additional services requested on arrival. By booking, you confirm that you understand the difference between an estimate and a fixed price.

2. Access, Preparation, and Customer Responsibilities

You must ensure that our team has safe, reasonable, and timely access to the property and to the items to be cleaned at the agreed time. This includes any necessary parking permissions, entry arrangements, lift access, and availability of water, electricity, and ventilation where needed. If access is delayed or prevented, waiting time may be charged and the appointment may need to be rescheduled at your cost.

You are responsible for removing fragile items, valuables, ornaments, loose electrical items, and any objects that might obstruct the work area or be affected by moisture, heat, or movement of equipment. We may move light furniture where it is safe and reasonable to do so, but we are not obliged to move heavy, fixed, unstable, or hazardous items. Where furniture is moved, you accept that minor marks or changes in carpet shading may occur due to differences in light exposure, pile direction, or wear patterns.

You must tell us in advance if the property contains any special risks, including but not limited to hidden damage, weak flooring, mould, infestation, restricted ventilation, or recently installed materials. We also ask that pets are secured and that children are supervised during the appointment. If we consider the environment unsafe or unsuitable for work, we may suspend or refuse the service until the issue is resolved.

3. Payments and Charges

Unless agreed otherwise in writing, payment is due immediately on completion of the service. We accept the payment methods we make available from time to time, and all charges must be paid in the currency stated on the invoice or booking confirmation. If a deposit, booking fee, or advance payment is required, this will be made clear at the time of booking. Any deposit may be non-refundable where this is expressly stated and where permitted by law.

All prices quoted are subject to confirmation of the scope of work and the actual condition of the items or areas being cleaned. Additional charges may apply where the work takes longer than anticipated, specialist products are required, stain removal is attempted beyond standard cleaning, access is difficult, or the customer requests extra tasks on the day. If an additional charge becomes necessary, we will explain the reason before proceeding where reasonably practicable.

Failure to make payment when due may result in late payment charges, interest, recovery costs, and suspension of future services, to the extent allowed by law. We may also withhold any completion note, receipt, or supporting paperwork until all sums owed have been paid in full. Where payment is made by card, cash, bank transfer, or other method accepted by us, the payer must ensure the funds clear successfully.

For business customers, invoices must be paid within the period stated on the invoice. Where no period is stated, payment is due immediately. We reserve the right to decline credit terms and to require immediate payment for repeat visits, unusual jobs, or where we have reasonable grounds to consider there may be a payment risk. Any discount or promotional price is subject to the conditions attached to it and may be withdrawn at any time before acceptance.

4. Cancellations, Rescheduling, and No-Access

You may cancel or reschedule a booking by giving us reasonable notice. The amount of notice required may depend on the type and size of the booking, the resources reserved, and whether specialist materials or staff have been allocated. If you cancel at short notice, we may charge a cancellation fee to cover wasted time, travel, or stock used in preparation. Any fee charged will be reasonable and proportionate.

If you are not available at the property, do not provide access, or fail to prepare the premises as agreed, this may be treated as a late cancellation or a no-access chargeable event. If our team arrives and cannot complete the work for reasons outside our control, including locked doors, building restrictions, or the absence of required utilities, we may charge the full or partial booking fee. Repeated rescheduling or cancellation may also affect future availability.

We reserve the right to cancel or postpone a booking where weather, traffic disruption, equipment failure, illness, safety concerns, or other events beyond our control make it impractical or unsafe to perform the service. In such circumstances, we will aim to offer a new appointment date. Our liability for cancellation in these situations will be limited to the refund of any amount paid for the affected appointment, unless a different remedy is required by law.

5. Service Standards, Limitations, and Results

We will provide the service with reasonable care and skill, using appropriate cleaning methods and products for the item or surface concerned. However, cleaning outcomes can vary depending on fabric type, age, wear, prior cleaning history, dye stability, staining, and environmental conditions. We do not guarantee the removal of every stain, odour, mark, or contaminant. In particular, pre-existing damage, permanent staining, and colour loss may remain visible after cleaning.

Where we identify a stain or condition that may react adversely to cleaning, we may advise against treatment or ask you to accept the risk before proceeding. Some materials may shrink, distort, or change texture after exposure to moisture, agitation, or heat. It is your responsibility to inform us of any known sensitivity, manufacturer instructions, or prior problems with the carpet or fabric. We are not liable for failure to achieve a specific result where that result is affected by the nature of the material or pre-existing condition.

We may refuse to use products or methods that we consider unsafe, unsuitable, or likely to cause damage. If you request a particular treatment against our advice, we may decline or require written confirmation that you wish us to proceed at your own risk, to the fullest extent permitted by law. Any advice we provide is given in good faith based on the information made available to us at the time.

You acknowledge that some odours, residues, or soiling may reappear after drying if they originate from deeper contamination, hidden moisture, or underlying structural issues. We are not responsible for defects caused by the property itself, such as leaks, damp, mould, or subfloor contamination. If a further visit is needed to assess a cleaning outcome, this will be treated as a separate booking unless we agree otherwise.

6. Liability and Insurance

We shall be liable for direct loss or damage caused by our negligence or breach of contract, subject always to these Terms and to the limits permitted by law. We do not exclude liability for death or personal injury caused by our negligence, fraud, fraudulent misrepresentation, or any other liability that cannot legally be limited or excluded under English law. Subject to that, we will not be responsible for indirect, incidental, or consequential losses.

We are not liable for pre-existing faults, hidden defects, structural weaknesses, unstable fixtures, weak seams, poor carpet fitting, dye transfer inherent in the material, or damage caused by items already compromised before the cleaning begins. You should tell us about any existing damage before work starts. If we reasonably believe an item is at risk, we may stop work and explain the reason. Continuing work after such a warning may increase the risk of unintended consequences.

To the fullest extent permitted by law, our total liability for any claim arising from a single service event shall not exceed the total price paid for that specific service, unless a higher limit is required by law. This limitation applies whether the claim arises in contract, tort, negligence, misrepresentation, or otherwise. Nothing in these Terms affects your statutory rights as a consumer where such rights cannot be excluded.

7. Waste, Water, and Environmental Regulations

We will comply with applicable waste handling and environmental obligations relevant to the services we provide. This includes sensible management of wastewater, used materials, packaging, residues, and any waste generated during the cleaning process. We may retain, collect, or dispose of waste in accordance with relevant legal requirements, industry practice, and the practical needs of the job.

You must not ask us to discharge wastewater or chemical residues in a manner that would breach applicable laws, building rules, or environmental restrictions. Where waste disposal requires specialist handling because of contamination, infestation, hazardous substances, bodily fluids, or other regulated material, we may refuse the service, apply an additional charge, or require a specialist contractor. The customer remains responsible for ensuring the premises are suitable for the safe disposal of normal cleaning by-products.

We may use detergents, stain removers, deodorisers, or protective treatments that are appropriate to the task. While we aim to use products responsibly, you acknowledge that some materials may leave temporary smells or dampness until fully dried. You are responsible for ventilating the area after the service unless we have agreed to provide any additional drying or aftercare product as part of the booking.

8. Complaints, Claims, and Time Limits

If you believe there has been an issue with the service, you should notify us as soon as reasonably possible and allow us an opportunity to inspect the concern. Any complaint should be raised promptly after completion and, in any event, within a reasonable time. Failure to notify us quickly may affect our ability to investigate and may limit any remedy that would otherwise be available.

We may ask for photographs, access to the item or area, and a description of the issue so that we can assess the matter fairly. Where appropriate, we may offer a re-clean, partial refund, or other reasonable remedy. The form of any remedy will depend on the circumstances and does not imply an admission of liability. We reserve the right to decline a remedy where the complaint concerns a matter excluded by these Terms or caused by factors outside our control.

9. Governing Law and Jurisdiction

These Terms and Conditions, and any dispute or claim arising out of or in connection with them, shall be governed by and construed in accordance with the laws of England and Wales. If you are a consumer, you may benefit from mandatory legal protections in your place of residence where applicable. For business customers, the courts of England and Wales shall have exclusive jurisdiction to settle any dispute arising under or in connection with these Terms.

Nothing in this section limits any rights you may have under applicable consumer protection legislation. If any court or competent authority determines that a provision is invalid or unenforceable, that provision shall be interpreted, where possible, to give effect to the parties’ original intention, and if that is not possible it shall be severed without affecting the remaining provisions.

By proceeding with a booking, you confirm that you have read, understood, and agreed to these Terms and Conditions for Ealing Carpet Cleaners. These Terms form the entire agreement between you and us in relation to the booked service unless we expressly agree otherwise in writing. We may update these Terms from time to time, and any revised version will apply to future bookings only unless stated otherwise.