Clapham Carpet Cleaners – Terms and Conditions
These Terms and Conditions set out the basis on which Clapham Carpet Cleaners provides domestic and commercial carpet and soft furnishing cleaning services in the UK. By making a booking, you agree to these terms, which are designed to make the service clear, fair, and efficient for both parties. Please read them carefully before confirming any appointment. If anything is unclear, it should be raised before the service begins, as a booking will be treated as acceptance of the version in force at the time of confirmation.
In these Terms and Conditions, references to “we”, “us”, and “our” mean Clapham Carpet Cleaners, and references to “you” or “the customer” mean the person, business, landlord, tenant, or authorised representative who requests the service. These terms apply to all carpet cleaning, upholstery cleaning, stain treatment, deodorising, and related cleaning services supplied by us unless a separate written agreement states otherwise. We may update these terms from time to time, and the version that applies will be the one available at the point the booking is accepted.
These terms are intended to be practical and transparent. They cover the booking process, payment requirements, cancellations, our limits of liability, waste and disposal responsibilities, and the legal framework governing the agreement. Because carpet cleaning involves use of water, detergents, machinery, and access to private property, certain conditions are necessary to protect both the customer’s belongings and our technicians. By engaging Clapham Carpet Cleaners, you confirm that you have the authority to allow the work to proceed at the address provided.
1. Booking Process
A booking is only confirmed once we have accepted the requested appointment and provided confirmation verbally or in writing. Any quotation given before the visit is based on the information supplied by you and may be adjusted if the actual condition, size, or nature of the work differs from what was described. For example, a carpet cleaning service quoted for a standard lounge may need revision if the area is larger than estimated, contains furniture requiring extra moving, or has heavy soiling that needs specialist treatment. We aim to be clear about the scope of work before starting.
When making a booking, you must provide accurate information about the rooms, fibres, stains, access arrangements, parking restrictions, water supply, electrical supply, and any known risks such as fragile flooring, recent repairs, or pre-existing damage. If the property is rented, shared, managed, or otherwise not solely under your control, you are responsible for ensuring you have permission for the work to take place. Any delay caused by inaccurate information, restricted access, or the absence of permission may result in additional charges or cancellation fees.
We will use reasonable efforts to attend on the agreed date and within the scheduled time window. However, arrival times are estimates and can be affected by traffic, weather, equipment failure, emergency jobs, or other circumstances beyond our control. If a delay occurs, we will aim to inform you as soon as reasonably possible. The customer should ensure that someone over 18 is present at the start of the appointment unless we have agreed in advance that access can be arranged otherwise.
Before cleaning begins, you may be asked to confirm the areas to be treated and to identify any stains, marks, or damage already present. This helps us assess the job accurately and select suitable products and methods. Certain materials, including delicate wool blends, antique rugs, some natural fibres, and permanently bonded dyes, may require a cautious approach. We reserve the right to refuse or alter the method of cleaning if we consider that proceeding as originally requested may damage the item or produce an unsafe result.
We may move light furniture where reasonably possible, but heavy, fragile, fixed, or high-value items are normally the customer’s responsibility unless we agree otherwise. Items such as ornaments, electronics, paperwork, and valuables should be removed from the work area in advance. Any delay caused by the need to clear rooms or make the site safe may be charged as waiting time or may reduce the number of areas we can complete within the appointment.
Although we use professional equipment and appropriate cleaning solutions, some stains are permanent or may only be partially removed. The success of a carpet cleaning appointment depends on the age of the stain, the fibre type, prior cleaning attempts, and the condition of the material. We do not guarantee complete removal of all marks, odours, or wear patterns. Likewise, traffic lanes, shading, crushing, and fibre distortion may improve but not disappear entirely.
2. Payments and Charges
All prices are stated in pounds sterling and may be quoted as fixed fees, per-room rates, hourly charges, or bespoke estimates depending on the service requested. Unless otherwise agreed, prices do not include parking penalties, congestion charges, special access costs, or fees for additional treatments identified only after arrival. If the work needs to be expanded beyond the original booking, we will explain the likely cost before continuing where reasonably practicable.
Payment is due on completion of the service unless a different arrangement has been agreed in writing before the appointment. We may require a deposit for larger jobs, repeat commercial work, or bookings involving specialist equipment or materials. Accepted payment methods may vary, but the customer is responsible for ensuring funds are available and that payment is made promptly. If an invoice is issued, it must be paid by the due date shown on the invoice. Late payment may lead to administration charges, interest, or collection action where permitted by law.
If a payment is reversed, declined, or disputed without valid reason, we reserve the right to recover the outstanding amount and any related costs. Where a deposit has been taken, it may be retained in full or in part if the booking is cancelled late, access is denied, or the appointment cannot proceed because the customer has failed to meet their obligations. Any promotional price, discount, or special offer applies only to the specific service and conditions described at the time of booking.
Clapham carpet cleaners may request payment before departure where the service has been completed satisfactorily, and the customer agrees that this is a reasonable operational requirement. If the service includes multiple stages or repeat visits, each stage may be invoiced separately. Prices are subject to change, but confirmed bookings will normally be honoured at the agreed rate unless there has been a material change in scope, access, or condition not disclosed at the time of booking.
3. Cancellations, Rescheduling, and Missed Appointments
You may cancel or reschedule a booking, but we ask that reasonable notice be given. If you cancel with sufficient notice, no charge may apply; however, if notice is short, we reserve the right to charge a cancellation fee to cover reserved time, travel preparation, and lost work opportunity. The amount of any fee will depend on how much notice is given and whether special materials, equipment, or subcontracted arrangements had already been put in place.
If you are not present, unable to provide access, or fail to make the property ready at the agreed time, the appointment may be treated as a missed visit and charged accordingly. This includes situations where keys have not been provided, security codes are incorrect, occupants refuse access, or the work area has not been cleared enough for us to operate safely. We are not liable for wasted travel or time where the customer has not fulfilled the agreed arrangements.
We may also need to reschedule due to illness, vehicle breakdown, equipment failure, severe weather, unsafe conditions, or any event outside our reasonable control. In such circumstances, we will aim to offer a new appointment as soon as possible. We will not be liable for indirect loss resulting from the change, although we will use reasonable efforts to minimise inconvenience. If a deposit has been paid for a booking that we must cancel and cannot reschedule within a reasonable period, the deposit may be refunded at our discretion, subject to any costs already incurred.
4. Liability and Customer Responsibilities
Our team will take reasonable care while carrying out the service, but the customer acknowledges that cleaning is not risk-free. Pre-existing damage, weak fibres, unstable dyes, worn backing, loose seams, hidden stains, or previous poor treatment may become more visible after cleaning or may worsen during the process despite reasonable care. We are not responsible for defects or deterioration caused by the age, composition, or condition of the item being cleaned, provided we have used suitable methods consistent with professional practice.
To the fullest extent permitted by law, we do not accept liability for indirect, consequential, or economic losses such as loss of business, loss of profits, loss of rental income, inconvenience, or missed opportunities. Our total liability for any claim arising out of a service will generally be limited to the amount paid for the relevant job, except where the law requires otherwise. Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be excluded.
The customer is responsible for securing pets, children, valuables, and fragile items before work begins. You must also ensure that the relevant spaces are reasonably clear and that any risks are disclosed. If you ask us to move furniture or work around contents left in place, you accept the risk of minor scuffs, marks, or incidental disturbance associated with access. We may refuse to handle items that appear unsafe, excessively heavy, contaminated, or beyond the scope of a standard cleaning appointment.
Any claim for damage must be reported as soon as reasonably possible and, in any event, within a reasonable time after the service is completed. Where appropriate, you should provide photographs, proof of purchase, or other evidence to help us investigate the matter. We may inspect the item or site before deciding whether the claim is valid. We will not be responsible for damage that results from the customer’s own instructions, failure to follow aftercare advice, or attempts to use the cleaned area before it has fully dried where drying time has been communicated.
5. Waste Regulations, Disposal, and Environmental Care
Cleaning carpet and upholstery often produces waste water, removed soil, lint, packaging, used cloths, and spent materials. We handle waste in line with applicable UK environmental and waste regulations and aim to reduce unnecessary disposal wherever possible. The customer agrees that wastewater generated during the service may need to be disposed of safely through designated drainage points or collected for later disposal, depending on the premises and the equipment used.
We may need access to sinks, toilets, external drains, or suitable disposal locations, and you must tell us in advance about any restrictions, private systems, septic tanks, or site rules that could affect disposal. If your property has special environmental controls, commercial waste procedures, or building management restrictions, it is your responsibility to disclose them before the appointment. We will not knowingly dispose of waste in a way that breaches environmental law or the site’s lawful requirements. Where specialist disposal is needed because of contamination, hazardous residues, or unusual build-up, additional charges may apply.
The customer must not ask us to dispose of items that fall outside a normal cleaning service unless we have agreed it in writing. This includes bulky rubbish, hazardous materials, sharps, chemicals, asbestos-related waste, biohazards, or regulated commercial waste. If such materials are discovered unexpectedly, we may pause or stop work and request further instructions. We may also decline to continue if the environment is unsafe or if disposal would breach our obligations. Any packaging, empty containers, or consumables we leave behind may be for your retention or recycling depending on the nature of the job.
6. Service Standards and Aftercare
We will use reasonable skill and care, but the outcome of a cleaning service depends on many factors beyond our control. Different fibres, stains, and levels of wear respond differently to cleaning. Some items may require drying time, and odour reduction or stain reduction may continue after the appointment as the material dries. You should follow any aftercare instructions we provide, including keeping the area ventilated, avoiding heavy foot traffic, and not replacing furniture until surfaces are dry or suitably protected.
If you fail to follow reasonable aftercare steps, any re-soiling, water marks, odour retention, or fibre distortion that results may not be covered by a complaint or compensation claim. We may recommend a particular drying method, but we cannot guarantee drying times because these depend on temperature, humidity, ventilation, pile thickness, and fabric type. Where a customer requests a faster-drying process, we will do our best to assist, although extra charges may apply if special equipment is needed.
We may refuse to use a product or technique that we believe is unsuitable for the material, unsafe for the premises, or likely to reduce the quality of the result. In that event, we may suggest an alternative method. If you insist on a method that we advise against, you do so at your own risk and may be asked to confirm that instruction in writing.
These terms shall be governed by and interpreted in accordance with the laws of England and Wales. Any dispute arising under or in connection with the service, including questions about payment, damage, cancellation, or interpretation of these terms, shall be subject to the exclusive jurisdiction of the courts of England and Wales, unless mandatory consumer rules state otherwise. If any provision is found to be unlawful or unenforceable, the remaining provisions will continue in full force.
Clapham Carpet Cleaners reserves the right to assign or subcontract part of the work where necessary, provided that the service standard is maintained. No waiver of any term will be effective unless agreed in writing. Failure by either party to enforce a term immediately does not mean that term is waived. These Terms and Conditions, together with the booking confirmation and any written estimate, form the entire agreement between the parties regarding the service.
By confirming a booking, you acknowledge that you have read, understood, and accepted these Terms and Conditions. You also confirm that all information supplied for the booking is accurate to the best of your knowledge and that you have authority to allow the service to proceed. For clarity, this document relates only to the supply of services and does not create any guarantee of specific results beyond the exercise of reasonable skill and care in the delivery of professional carpet cleaning services.
