Terms and Conditions for Carpet Cleaners E15

These Terms and Conditions set out the basis on which Carpet Cleaners E15 provides domestic and commercial carpet cleaning services, along with related cleaning treatments and optional add-on services. By making a booking, confirming an appointment, or allowing work to begin, the customer agrees to these terms. These conditions are designed to create a clear understanding of what is included in a carpet cleaning service, how appointments are arranged, how payments are handled, and what responsibilities apply to both parties. For the avoidance of doubt, these terms apply to all carpet cleaning services supplied by the company unless a written agreement states otherwise.

In these terms, references to “we,” “us,” and “our” mean Carpet Cleaners E15, and references to “you” or “the customer” mean the person, business, landlord, tenant, or agent requesting the service. Where an agent books on behalf of an owner or occupier, that person confirms that they have authority to accept these terms. The customer is responsible for ensuring that all information provided at the time of booking is accurate and complete, including the type of flooring, the condition of the area to be cleaned, and any access or parking restrictions that may affect the service.

We reserve the right to decline or postpone a job if the premises, carpet condition, access conditions, or health and safety concerns make it unreasonable or unsafe to carry out the work as booked. These terms should be read together with any written quotation, confirmation message, invoice, or service note issued in relation to the booking. If there is any inconsistency, the specific written quotation or service note will apply to the extent of that inconsistency.

Booking Process

All bookings are subject to availability and are not confirmed until we have accepted the request. A booking may be made by telephone, email, online form, or through another approved communication method. Once a request is received, we may ask for details about the size of the property, the number of rooms, fabric type, visible staining, drying requirements, or whether specialist carpet stain removal is needed. This information helps us provide a suitable quote and allocate the correct equipment and time for the carpet cleaning appointment.

Any quotation provided before attendance is based on the details supplied by the customer and is usually an estimate unless expressly stated otherwise. If the on-site condition differs from the description given at the time of booking, the price may be revised to reflect additional work, higher-than-expected soil levels, furniture moving, specialist treatment, or extra time required. The customer agrees that reasonable adjustments may be made where the actual job differs materially from the original description.

Payments

Payment terms will be stated in the quotation or invoice. Unless agreed otherwise in writing, payment is due on completion of the service on the day of the appointment. We may accept cash, card, bank transfer, or other approved methods, but the available payment options may vary. Where an invoice is issued for business customers or landlords, payment must be made by the date specified on the invoice. Late payment may result in additional administrative charges and, where permitted by law, interest on overdue sums.

Any deposit, if requested, secures the booking and may be non-refundable where the customer cancels without sufficient notice. Deposits may also be used to cover reasonable administrative losses where a late cancellation prevents us from offering the slot to another customer. If additional services are requested during the appointment, such as upholstery cleaning, end-of-tenancy carpet cleaning, or treatment for severe marks, these will be charged separately unless included in the original quotation. Payment must be made in full for all completed work before any final receipt or completion record is issued.

Cancellations, Rescheduling, and Access

The customer may cancel or reschedule a booking by giving reasonable notice. Unless a different notice period is confirmed in writing, at least 24 hours’ notice should be provided. If the customer cancels with less notice, or if the property cannot be accessed at the agreed time, we may charge a cancellation fee to cover lost time, travel, and administrative costs. If we attend and are unable to carry out the carpet cleaning because access is denied, the area is not ready, or the customer is absent, the booking may be treated as a late cancellation or missed appointment.

We may reschedule or cancel a booking where weather conditions, vehicle breakdown, staff illness, equipment failure, or other circumstances beyond our control make it impracticable to attend. In such cases, we will make reasonable efforts to offer an alternative appointment time. We will not be responsible for indirect losses caused by a rescheduled visit, provided that we act reasonably and keep the customer informed. The customer is responsible for ensuring that parking, entry, and any necessary permits are arranged before the appointment unless we have agreed to handle those matters.

Service Standards, Customer Responsibilities, and Limitations

The carpet cleaning service will be carried out with reasonable care and skill, using appropriate methods and products suited to the material and condition of the carpet. However, the customer accepts that results may vary depending on fibre type, previous wear, age, sun fading, underlying damage, pre-existing stains, water marks, and prior cleaning attempts. Some marks may be permanent or may lighten only partially. Where carpets are heavily soiled or delicate, we may recommend a cautious approach, and the customer accepts that a conservative treatment may be safer than aggressive stain removal.

The customer must remove fragile, valuable, or loose items from the work area before we begin, unless we have agreed to move them as part of the service. We are not responsible for objects left on the floor, hidden damage beneath furniture, or pre-existing defects in carpets, underlay, skirting, fixtures, or fittings. The customer should advise us in advance of any allergies, special sensitivities, or material concerns. We may refuse to use a product if we believe it could damage the carpet or create a health and safety issue.

Where drying times are affected by ventilation, carpet thickness, weather, or excessive soil levels, we cannot guarantee an exact drying period. The customer should keep the area clear until it is fully dry and should use caution when walking on treated areas. We are not liable for slips, trips, or new marks caused by premature use of the carpet after the service has been completed and the area has been handed back.

Liability

We will exercise reasonable care and skill in providing our carpet cleaners service, but our liability is limited to the amount paid for the specific service giving rise to the claim, except where the law does not allow such limitation. 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 legally be excluded. Subject to that, we are not responsible for loss of profit, business interruption, loss of opportunity, or any indirect or consequential loss.

If damage is alleged, the customer must notify us as soon as reasonably possible and, in any event, within a reasonable time after the service has been completed. The customer must allow us a fair opportunity to inspect the issue before any third party makes repairs or alterations, unless immediate action is necessary to prevent further damage. We may request photographs, product details, or other evidence relevant to the complaint. We will not accept liability for damage caused by pre-existing weakness, unsuitable carpet construction, hidden defects, or failure to follow aftercare instructions.

Where a claim is accepted, our preferred remedy may be repair, re-cleaning, partial refund, or another reasonable adjustment at our discretion, depending on the circumstances and what is proportionate. We do not guarantee that old stains, dye transfer, bleach marks, pet damage, wear patterns, or sun fading can be fully removed. The customer acknowledges that some risks are inherent in professional carpet care and that outcomes depend on many factors outside our control.

Waste Regulations, Environmental Handling, and Disposal

We operate in accordance with applicable UK waste regulations and environmental duties. Any waste generated during the service, including disposable cloths, packaging, used filters, or contaminated materials, will be handled responsibly. Waste water, residues, and cleaning by-products will be managed so far as reasonably practicable to avoid pollution, blockages, or harm to drains, surfaces, or the environment. The customer must provide suitable access to lawful disposal facilities where required and must inform us of any site-specific waste rules that apply to the premises.

We may use cleaning agents, detergents, stain removers, or disinfectant products only where appropriate for the job. Such products will be used in accordance with manufacturer guidance and applicable safety standards. The customer is responsible for informing us of any restrictions on the use of chemicals, recycling procedures, sensitive surfaces, or protected environments. Any hazardous or unusual waste discovered during the job, including bodily fluids, mould-affected material, or contaminated items, may require special handling and may incur additional charges if lawful and safe disposal is necessary.

The customer must not ask us to dispose of prohibited waste or conceal the presence of hazardous substances. If we reasonably believe that a property contains waste requiring specialist disposal, we may suspend the service until appropriate arrangements are made. We will not be liable for breach of any waste rule where the customer withholds relevant information or instructs us to act contrary to law.

Complaints, Force Majeure, Governing Law, and Final Terms

If you are unhappy with any aspect of the service, you should notify us promptly so that we can assess the matter and, where appropriate, offer a practical resolution. Complaints should be made in good faith and supported by sufficient detail to allow us to investigate. A complaint does not entitle the customer to withhold payment for undisputed parts of the service. Any attempt to dispute a charge must relate to the actual service delivered and not to a change in expectations after the appointment.

We shall not be in breach of these terms if we are prevented from performing any obligation due to events outside our reasonable control, including severe weather, fire, flood, transport disruption, industrial action, utility failure, or the unavailability of materials or staff. In such circumstances, we may suspend performance, rearrange the appointment, or cancel the booking without liability for the resulting delay, provided that we take reasonable steps to reduce inconvenience.

These terms are governed by the laws of England and Wales, and any dispute arising from or relating to the service shall be subject to the exclusive jurisdiction of the courts of England and Wales. If any part of these terms is found unlawful or unenforceable, the remaining provisions will continue in full force. No variation to these terms will be effective unless agreed in writing by an authorised representative of the company. These terms, together with the relevant booking confirmation and invoice, form the entire agreement between the parties in relation to the carpet cleaning work.