Terms and Conditions for Carpetcleaning Dulwich

These Terms and Conditions apply to all carpet and upholstery cleaning services provided under the name Carpetcleaning Dulwich and any related cleaning arrangements agreed with the customer. By making a booking, confirming access, or allowing work to begin, the customer agrees to be bound by these terms. They are designed to set out the way services are booked, how prices are handled, what happens if a booking is changed or cancelled, and the responsibilities of both parties before, during, and after the service.

In these terms, references to “we”, “us”, and “our” mean the service provider operating as Carpetcleaning Dulwich, and references to “you” and “your” mean the customer, client, or person requesting the service. These terms apply whether the work is for a private home, rented property, office, or other premises, unless a separate written agreement states otherwise. If any part of these terms is unclear, the customer should ask for clarification before confirming the appointment.

The purpose of this document is to create a fair and practical set of rules for both sides. We aim to carry out cleaning services with reasonable skill and care, using suitable products and equipment. However, carpet and fabric cleaning can involve natural variation because of fibre type, prior wear, hidden staining, and the condition of the item being cleaned. For that reason, some results may differ from one property or material to another.

Booking Process

A booking is normally made after the customer provides the required details about the property, the items to be cleaned, the type of service required, and any relevant access notes. We may ask questions about the carpet material, level of soiling, stain history, pet presence, drying constraints, or previous treatments in order to ensure the requested service is suitable. A booking is not confirmed until we have accepted the appointment and, where applicable, received any deposit or advance payment that has been requested.

When a customer requests carpet cleaning in Dulwich or any associated service, they are responsible for ensuring that the information supplied is accurate and complete. If the details change before the appointment, such as the number of rooms, the condition of the flooring, or the required treatment, the customer must notify us as soon as possible. Any change may affect the price, timing, equipment needed, or whether the appointment remains suitable on the original terms.

Appointments are offered subject to availability. We may provide estimated arrival windows rather than fixed times, particularly where travel, property access, or the length of earlier jobs may affect scheduling. The customer must ensure that the property is accessible at the agreed time and that any necessary keys, codes, parking permissions, or entry arrangements are in place. If access is delayed, this may reduce the time available for the job or result in a call-out or waiting charge.

Payments and Charges

All prices will normally be quoted on the basis of the information provided at the time of booking. Quotes may be based on room size, item type, surface condition, special treatment needs, minimum charges, or additional service elements such as stain treatment or deodorising. If the property or items differ from the description given at booking, we reserve the right to revise the quote before work begins or, where necessary, during the visit if previously undisclosed issues become apparent.

Payment terms will be explained at the time of booking or in the quotation. In many cases, payment is due on completion of the service unless a deposit, prepayment, or staged payment has been agreed in advance. We may accept cash, bank transfer, card payment, or another stated method, but no method is guaranteed unless confirmed in writing. The customer must ensure that payment is made in full and without deductions, unless we have agreed a discount or adjustment in writing.

Where a deposit is required, it may be used to secure the appointment and cover administrative or scheduling costs. Unless otherwise stated, deposits may be non-refundable in the event of a late cancellation or failure to provide access. If additional services are requested on site, such as extra stain removal, upholstery treatment, or further rooms added to the appointment, these will normally be charged separately at the applicable rate. The customer remains responsible for paying any agreed extras in addition to the original quotation.

Cancellations, Rearrangements, and No-Access Situations

Customers may cancel or reschedule a booking by giving reasonable notice. If notice is provided within the permitted cancellation period, any prepaid amount may be refunded or transferred to a new appointment, subject to any non-refundable charges that were disclosed at the time of booking. If a cancellation is made at short notice, we may charge a cancellation fee to reflect loss of time, travel commitments, and reserved capacity.

If we arrive at the property and cannot carry out the work because access has not been provided, the property is unsafe, the customer is absent without prior arrangement, or the service cannot proceed for reasons outside our control, this may be treated as a failed appointment. In that case, a call-out fee, waiting charge, or full appointment charge may apply depending on the circumstances. The same may apply if the customer refuses to allow agreed work to proceed after arrival without a valid reason.

We may need to reschedule an appointment due to unexpected operational issues, equipment failure, severe weather, staff illness, or other events beyond our reasonable control. Where this happens, we will aim to offer an alternative time as soon as reasonably possible. We will not normally be responsible for indirect losses caused by a change of date, although any prepaid amount relating solely to the cancelled visit will be handled fairly in line with these terms.

Service Standards and Customer Responsibilities

We will use reasonable skill and care in performing the cleaning service. The customer should remove fragile items, ornaments, small furniture, valuables, and loose obstructions before work begins unless otherwise agreed. We may move lightweight furniture where appropriate, but we are not required to move heavy, fixed, electronic, or high-value items unless this has been expressly included in the service. The customer should also ensure that pets are secured and that children are kept away from the work area.

To achieve the best practical result, the customer should disclose any known stains, prior cleaning attempts, water damage, dye instability, or special surface conditions before the appointment. Some marks may be permanent or only partially removable. We do not guarantee complete removal of all stains, odours, or wear patterns, and certain carpets or fabrics may react differently to cleaning solutions, moisture, or extraction methods. Any pre-existing damage, fading, rippling, shrinkage, or seam weakness should be reported in advance where known.

We may refuse to clean items that appear unsafe, heavily contaminated, unsuitable for the chosen method, or likely to suffer damage from cleaning. If we reasonably believe a service may cause harm because of material type, excessive wear, or lack of suitable access or ventilation, we may decline the work, adjust the method, or recommend an alternative approach. This is done to protect the property, the customer’s belongings, and the quality of the overall service.

Liability and Limitations

Nothing in these terms limits or excludes liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be limited under UK law. Subject to that, we are not responsible for losses arising from inaccurate information supplied by the customer, hidden defects, unsuitable materials, poor prior maintenance, or circumstances beyond our reasonable control. We are also not liable for minor variations in appearance that are consistent with the nature of professional cleaning.

Where we are found liable for direct loss or damage caused by our negligence or breach of contract, our liability will be limited to the amount paid, or payable, for the specific service giving rise to the claim, unless a different amount is required by law. We do not accept responsibility for indirect, consequential, or economic losses such as lost profits, loss of use, business interruption, or loss arising from third-party actions, except where such exclusion is not permitted by law.

Any claim relating to damage must be notified to us as soon as reasonably possible and, in any event, within a reasonable time after the issue becomes apparent. The customer should allow us the opportunity to inspect the area or item concerned before making repairs or arranging replacement, unless urgent action is required to prevent further damage. Failure to preserve evidence may affect the handling of the claim. We may request photographs, cleaning records, or other relevant information to assess the matter fairly.

Waste Regulations and Disposal

Any waste generated during the service, such as vacuum contents, collected debris, disposable cloths, or residue from cleaning materials, will be managed in accordance with applicable waste regulations and responsible environmental practice. We will not unlawfully discharge waste water, chemicals, or contaminated materials, and we will use reasonable steps to dispose of waste appropriately. Where specialist disposal is required because of contamination, unusual residues, or hazardous materials, the customer may need to make separate arrangements unless we agree otherwise in advance.

The customer must tell us if the property contains any substances or materials that require special handling, including visible mould, biological contamination, sharps, chemical spill residue, or other regulated waste. We are not obliged to deal with hazardous waste as part of a standard carpet or upholstery cleaning service. If such conditions are discovered during the visit, we may suspend or end the work for safety reasons and discuss suitable next steps. Additional charges may apply where specialist measures are necessary and lawful.

Cleaning solutions, wastewater, and removed residues must not be treated by the customer in a way that causes blockage, pollution, or unsafe disposal. If our team is required to use sinks, drains, external disposal points, or site-specific waste arrangements, the customer must provide access to lawful and suitable facilities. We may refuse to discharge waste in a manner that is unsafe, unlawful, or contrary to environmental requirements.

Complaints, Termination, and Governing Law

If the customer is dissatisfied with the service, they should notify us promptly and provide a clear description of the issue. We may offer a revisit, further assessment, or other reasonable remedy where appropriate. Any complaint will be considered in good faith and on the basis of the facts available. However, dissatisfaction arising from pre-existing condition, limited stain removal, or normal cleaning limitations does not automatically mean the service has been performed improperly.

We may terminate or suspend a booking if the customer behaves abusively, obstructs the work, provides unsafe access, withholds payment, or acts in a way that makes completion impractical or unsafe. If termination occurs because of the customer’s breach of these terms, we may retain any applicable deposit and charge for work already completed, travel time, or materials used, subject always to applicable law. If we terminate without customer fault, any unused prepaid amount will be handled fairly.

These terms and any dispute or claim arising from them are governed by the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction, except where the customer has the benefit of mandatory consumer rights allowing proceedings elsewhere. If any provision is found unenforceable, the remainder will continue in force. These terms form the complete agreement between the parties in relation to the service and replace any prior informal discussion unless incorporated in writing.