Catford Carpet Cleaners Terms and Conditions
These Terms and Conditions set out the basis on which Catford Carpet Cleaners provides domestic and commercial carpet cleaning, upholstery cleaning, stain treatment, and related services. By making a booking, confirming an appointment, or allowing work to begin, the customer agrees to be bound by these terms. Please read them carefully before placing an order. For the purposes of these terms, references to we, us, and our mean the service provider, and references to you and your mean the customer or person authorised to arrange the service.
These terms are intended to create a fair and clear framework for the provision of carpet cleaning services. They apply to all quotes, appointments, work completed on-site, and any follow-up communication relating to the same booking. If any part of these terms is found to be unlawful or unenforceable, the remaining provisions will continue to apply in full. Nothing in these terms affects your statutory rights as a consumer under UK law.
Our service may include carpet shampooing, hot water extraction, stain removal, deodorising, protective treatment, and other cleaning methods that are suitable for the condition and material of the floor covering. The exact scope of the work will depend on the booking details, the condition of the items, and the method agreed at the time of quotation. We reserve the right to refuse or limit any treatment where doing so would be unsafe, inappropriate, or likely to cause damage.
Booking Process
1. Making a Booking
A booking is normally made after the customer has provided the relevant details of the property, the items to be cleaned, and any specific concerns such as stains, odours, or access limitations. Any quotation given before attendance is based on the information supplied by you and may be revised if the actual service requirements differ from the original description. A booking becomes confirmed only when we have accepted it and assigned a date and time slot.
We may request photographs, room measurements, or additional information before confirming a carpet cleaning appointment. This helps us assess the likely level of work and determine whether special equipment, extended time, or specialist products may be required. If a quotation is given as an estimate, it is not a fixed price unless expressly stated in writing.
By booking, you confirm that you are authorised to permit access to the premises and that any necessary permissions from landlords, managing agents, occupiers, or other parties have been obtained. You also confirm that the service area is suitable for cleaning and that any hidden risks, sensitive materials, or special conditions have been disclosed in advance.
2. Access and Preparation
You must ensure reasonable access to the property at the agreed time. This includes providing entry, sufficient parking or loading access where required, and a working environment that allows the service to be carried out safely. If access is delayed or prevented, we may charge for lost time, waiting time, or a wasted visit. We are not responsible for delays caused by factors outside our control, including traffic, severe weather, building access restrictions, or third-party interference.
You are responsible for moving fragile or valuable items before the service begins unless we have specifically agreed otherwise. We may assist with light furniture only where safe and practical, but we are not obliged to move heavy, fixed, or high-risk items. Any pre-existing damage, loose seams, worn fibres, colour instability, previous cleaning marks, or hidden defects should be disclosed before work commences.
We may refuse to proceed if the site conditions are unsafe, if the carpet is excessively wet, if infestation is suspected, or if the surface is too delicate for the requested cleaning method. In such cases, we may offer an alternative approach or reschedule the visit, but we are not liable for delay or loss arising from the refusal to work in unsafe conditions.
Payments
All charges are payable in accordance with the price agreed at the time of booking or as revised on site where the actual work differs from the original description. Prices may be based on room size, item type, level of soiling, treatment required, or the time involved. Where a minimum charge applies, this will be stated before the service starts. Additional work requested on the day may incur extra fees.
Payment is due immediately upon completion unless an alternative arrangement has been agreed in writing in advance. We may accept payment by card, bank transfer, or other approved method. Cash payments, if accepted, must be made in the full amount and without deduction. If an invoice is issued to a business customer, the payment terms stated on the invoice will apply.
Late or failed payments may result in administrative charges, interest, or recovery action where permitted by law. We reserve the right to suspend future services until all outstanding sums have been settled. Any dispute over payment must be raised promptly and should relate only to the specific item in question; the customer remains responsible for paying all undisputed amounts on time.
If a quote includes cleaning products, specialist treatments, or equipment hire, these may be charged separately where they are not part of the standard service. VAT, if applicable, will be included or added in accordance with the applicable tax rules and the invoice wording. Promotional prices or discounts are offered at our discretion and may be withdrawn at any time before confirmation.
Cancellations and Rescheduling
You may cancel or reschedule a booking by giving reasonable notice. Where notice is provided sufficiently in advance, no cancellation fee may apply. If cancellation occurs after we have allocated time, reserved staff, or begun travelling to the property, we may charge a cancellation fee to reflect our loss. The amount may depend on the notice given and the resources already committed.
If we need to cancel or rearrange an appointment due to illness, equipment failure, operational issues, or other unforeseen circumstances, we will use reasonable efforts to offer an alternative time. We are not responsible for indirect losses arising from a cancellation or postponement, provided that we act reasonably and notify you as soon as practicable.
Failure to provide access, absence at the agreed time, or failure to disclose necessary entry instructions may be treated as a late cancellation or wasted visit. In those circumstances, the booking may be charged in full or in part. Repeated short-notice changes may also affect our ability to offer future appointments on preferred dates.
Liability and Service Standards
4. Our Responsibility
We will carry out our carpet cleaning services with reasonable care and skill and in line with generally accepted industry standards. If we fail to do so, you may be entitled to have the service re-performed or to receive an appropriate refund, depending on the circumstances and the extent of any failure. Any remedy will be assessed fairly and in accordance with consumer law.
Our liability for direct loss or damage caused by our negligence is limited to the greater of the amount paid for the relevant service or the amount recoverable under our insurance policy, except where such limitation is not permitted by law. We do not exclude liability for death or personal injury caused by negligence, fraud, or any other matter for which liability cannot legally be excluded or limited.
We are not liable for pre-existing damage, normal wear and tear, hidden faults, colour loss arising from unstable dyes, shrinkage where the material is unsuitable for wet cleaning, or damage caused by failure to disclose relevant information. Some stains, odours, and marks may be permanent or only partially removable despite our best efforts, particularly where the carpet has already been treated, exposed to bleaching agents, or damaged by prolonged contamination.
Where advice is given about aftercare, drying, ventilation, or future maintenance, it is provided in good faith but does not amount to a guarantee of outcome. Any drying times are estimates only and may vary depending on temperature, humidity, fabric type, and ventilation. You are responsible for keeping the cleaned area free from foot traffic, furniture, pets, or moisture until it is sufficiently dry.
Insurance, Complaints, and Claims
We maintain appropriate business insurance for the nature of the work we carry out. However, insurance does not remove the need for you to act reasonably before, during, and after the service. Any claim for damage or loss should be reported as soon as possible and no later than a reasonable time after the issue is discovered. Failure to notify us promptly may affect our ability to inspect the area or resolve the matter fairly.
To help us assess a complaint, you should preserve the affected item in its post-service condition where possible and provide supporting details, including photographs and a clear description of the issue. We may request access to inspect the item, review the site conditions, or seek expert input. If a claim is upheld, our preferred remedy may be a re-clean, repair, partial refund, or other proportionate solution.
If you withhold payment while a complaint is being reviewed, we may still require payment of any undisputed amount. Nothing in this section limits your rights under the Consumer Rights Act 2015 or other applicable law. We aim to deal with all concerns professionally and within a reasonable period, but this does not create any guarantee of immediate resolution.
Waste Regulations and Environmental Handling
In carrying out carpet cleaner services, we may generate waste such as removed debris, disposable cloths, packaging, used filters, and residues from cleaning solutions. We will handle waste in a lawful and responsible manner in accordance with applicable UK waste regulations and environmental obligations. Where removal or disposal of waste forms part of the service, this will be made clear in the booking details or quotation.
You must not ask us to dispose of hazardous materials, clinical waste, asbestos-related materials, sharps, or any substance requiring specialist licensing unless we have expressly agreed and are legally permitted to do so. If such items are discovered during the service, we may suspend work and request that the area be made safe before continuing. Any additional cost arising from specialist disposal or contamination control may be charged separately.
We may use cleaning products that are suitable for the task and that comply with relevant product safety requirements. You should advise us of any allergies, sensitivities, pets, or environmental concerns before the service begins. We may decline to use a product if we believe it would be unsafe or unsuitable for the material or premises. Used containers and product residues will be managed in line with standard waste-handling practices.
You are responsible for ensuring that any waste left on the premises by you or other occupants is removed or safely stored before our arrival, especially where it may interfere with cleaning or create a health and safety risk. We are not liable for waste issues, contamination, or environmental breaches caused by items or substances not supplied or created by us.
Customer Obligations
You agree to provide accurate information, cooperate reasonably, and ensure that the working area is safe and available. You must keep children and pets away from equipment during the service and follow any reasonable instructions given by the operative. You also agree not to use the cleaned area prematurely if this could affect the final result or create a safety issue.
Any promise, estimate, or statement made by staff that is not confirmed in writing should not be treated as a binding variation of these terms unless we expressly agree to it. If a property has a managed or shared environment, you are responsible for obtaining any permission needed for us to work there and for ensuring that our attendance does not breach building rules or noise restrictions.
Force majeure events, including severe weather, fire, flood, strikes, public emergencies, or utility failures, may prevent or delay performance. Where such events occur, neither party will be liable for delay or non-performance caused by circumstances beyond reasonable control. We will try to resume or rearrange the service as soon as practical.
Governing Law and General Provisions
5. Governing Law
These Terms and Conditions, and any dispute or claim arising from them or from the provision of carpet cleaning services, shall be governed by and interpreted in accordance with the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction, except where consumer law gives you the right to bring proceedings elsewhere.
If we choose not to enforce any part of these terms at a particular time, that does not mean we waive our right to enforce it later. A waiver of any term will only be valid if given in writing. These terms represent the entire agreement between the parties in relation to the service, except where a separate written agreement says otherwise.
We may update these Terms and Conditions from time to time to reflect legal, operational, or business changes. The version applicable to your booking will be the version in force at the time of confirmation unless a later version is expressly agreed. Continued use of our carpet cleaning services after notice of a change will be treated as acceptance of the updated terms where lawful.
These terms are designed to provide a transparent, balanced, and practical framework for customers using Catford Carpet Cleaners. By proceeding with a booking, you acknowledge that you have read, understood, and agreed to these conditions, including the provisions relating to booking, payment, cancellation, liability, waste handling, and governing law.