Terms and Conditions for Carpet Cleaning Services

These Terms and Conditions set out the basis on which Carpetcleaning Islington provides professional carpet cleaning and related upholstery care services to residential and commercial customers in the UK. By making a booking, the customer agrees to be bound by these terms. Please read them carefully before confirming any appointment. These terms are written to be clear, fair, and consistent with UK consumer law, while also protecting both the customer and the service provider.

The words “we”, “us”, and “our” refer to the service provider operating under the Carpetcleaning Islington brand. The words “you” and “your” refer to the customer who requests the service. These terms apply to carpet cleaning, stain treatment, deodorising, and any other agreed cleaning work, unless a separate written agreement states otherwise.

By placing a booking, you confirm that you are authorised to request work at the property concerned and that you have read and understood these terms. If you are booking on behalf of a landlord, tenant, agent, or managing party, you confirm that you have the authority to accept these terms for the location and works requested.

1. Booking Process

Bookings may be made through the available booking channels offered by Carpet cleaning Islington. When requesting an appointment, you must provide accurate information, including the property address, access details, type of flooring or fabric, approximate room sizes, known stains, and any special requirements. We rely on the information supplied to assess the work, allocate time, and provide an appropriate service.

A booking is not confirmed until we have accepted your request and, where applicable, received any required deposit or upfront payment. We may decline or reschedule a booking if the information provided is incomplete, inaccurate, or unsuitable for the planned service. We may also refuse a booking where access is unsafe, where the environment presents a risk to equipment or personnel, or where the requested work falls outside our service scope.

Once a booking is accepted, we will confirm the date, estimated arrival window, and any relevant service notes. The customer is responsible for ensuring access to the property, clearing personal belongings where necessary, and making sure an adult is present if required. If the property is empty, key access arrangements must be agreed in advance. Delays caused by lack of access, missing keys, parking restrictions, or incorrect information may result in additional charges or cancellation fees.

If, during the visit, we find that the work requested differs materially from the information provided at booking, we may revise the quotation, adjust the schedule, or decline to proceed with part or all of the service. In such cases, any decision to continue will be made only after we explain the revised scope and any additional cost to you.

We aim to arrive within the agreed time frame, but all times are estimates rather than fixed guarantees unless expressly stated otherwise. We are not responsible for delays caused by traffic, weather, public events, or other circumstances beyond our reasonable control. Where a delay becomes likely, we will make reasonable efforts to update the customer.

2. Service Standards and Customer Responsibilities

Carpetcleaning Islington will carry out services using reasonable care and skill. We use professional equipment and cleaning methods suitable for the relevant surface where practicable. However, certain stains, wear marks, fibre damage, fading, or previous poor cleaning may not be removable. Cleaning results can vary depending on fabric type, age, condition, and prior treatment.

Before work begins, you must inform us of any known issues, including weakened fibres, colour loss, previous repairs, hidden damage, underfloor heating, fragile fittings, or special manufacturer instructions. You should remove small valuables, breakables, and personal items from the working area. We are not responsible for items left in the area unless their removal was expressly agreed in writing.

You agree to ensure that electricity and water are available unless otherwise arranged. You must also provide a reasonably safe workspace and disclose any health and safety risks. If the property contains hazards such as exposed wiring, sharp objects, aggressive pets, harmful substances, or unsafe flooring, we may stop work until the issue is resolved. If work is interrupted due to unsafe conditions, we may charge for time already spent and any wasted attendance.

Where moving furniture is requested, this will only be done if it is safe and reasonable to do so. Heavy, fragile, valuable, fixed, or awkwardly positioned items may be excluded. Any lifting or moving is carried out at the customer’s risk unless damage is caused by our negligence. For avoidance of doubt, we do not dismantle items unless this has been specifically agreed in advance.

3. Payments

Prices may be given as estimates or fixed quotations, depending on the information available at the time of booking. Unless stated otherwise, quotations are based on the scope described by the customer and may change if the actual work differs. Additional charges may apply for extra rooms, heavily soiled areas, difficult access, stain treatment beyond standard cleaning, parking costs, or urgent same-day appointments where offered.

Payment is due in accordance with the method and timing agreed at booking. We may require a deposit to secure the appointment. The remaining balance, if any, is normally due immediately after the service has been completed, unless an alternative payment schedule has been agreed in writing. Accepted payment methods may vary and will be confirmed at the time of booking.

Late or failed payment may result in recovery action and, where permitted by law, reasonable administrative or debt recovery costs. If a payment is declined, reversed, or disputed without valid reason, we reserve the right to suspend further services, cancel future bookings, or pursue the outstanding amount through lawful means. Any refund, if owed, will be issued using the original payment method where reasonably possible.

4. Cancellations and Rescheduling

You may cancel or reschedule a booking by giving reasonable notice. Cancellation terms may depend on how much notice is provided and whether a deposit was taken. If you cancel at short notice, fail to provide access, or are not present at the agreed time without prior arrangement, we may charge a cancellation fee or retain all or part of any deposit to cover administrative loss and reserved time.

If we need to cancel or reschedule due to unforeseen circumstances, equipment failure, staff illness, adverse weather, unsafe site conditions, or events beyond our reasonable control, we will aim to offer an alternative date. We will not be liable for indirect loss caused by such changes, provided we have acted reasonably and communicated promptly.

If you ask us to postpone the visit, we will try to accommodate the request, but the revised date remains subject to availability. Repeated rescheduling may lead to additional charges or the need to re-quote the work, especially where prices or service conditions have changed.

5. Liability and Limitations

We will provide our services with reasonable care and skill as required by UK law. If we fail to do so, and loss or damage is caused directly by our negligence or breach of contract, we will consider the appropriate remedy in line with these terms and applicable law. Remedies may include re-cleaning the affected area, a partial refund, or another reasonable solution at our discretion, depending on the circumstances.

We are not liable for pre-existing damage, hidden defects, wear and tear, shrinkage caused by unsuitable materials, manufacturing faults, colour loss, or damage resulting from the customer’s failure to provide accurate information. We are also not responsible for results affected by prior cleaning attempts, chemical residues, unsuitable maintenance, or the inherent condition of the carpet or fabric.

Our liability will not be excluded or limited where it would be unlawful to do so, including for death or personal injury caused by negligence, fraud, or fraudulent misrepresentation. Subject to that, our total liability for any claim arising out of a booking will be limited to the amount paid or payable for the specific service giving rise to the claim, unless a different limit is required by law. We are not liable for indirect or consequential losses such as loss of profit, loss of business, missed appointments with third parties, or temporary inconvenience.

If you believe damage has been caused during the service, you must notify us as soon as reasonably possible and provide photographs and relevant details. You must allow us a reasonable opportunity to inspect the issue before any repair or remedial action is taken by a third party, unless immediate action is necessary to prevent further damage. Failure to notify us promptly may affect our ability to investigate the matter fairly.

6. Waste Regulations and Environmental Compliance

We operate in accordance with applicable UK waste regulations and environmental obligations. Any waste created during the service, including removed dirt, used cleaning materials, disposable cloths, and minor residue, will be managed responsibly. Where waste must be removed from the property by us, disposal will be carried out in a lawful and environmentally responsible manner.

We do not remove hazardous waste unless expressly agreed and legally permitted. Hazardous substances, sharps, asbestos-related material, biological contamination, and other controlled waste are excluded unless we confirm in writing that we are equipped and authorised to deal with them. If such materials are discovered during the visit, we may stop work immediately and advise the customer to arrange specialist handling.

The customer must inform us in advance if the property may contain hazardous materials, contamination, pests, or unusual waste conditions. If inaccurate or incomplete disclosure leads to additional waste-handling costs, safety precautions, or service interruption, those costs may be passed on to the customer where lawful and reasonable.

7. Complaints, Force Majeure, and General Provisions

Any complaint about the service should be raised promptly so that we can investigate and seek a fair resolution. We may ask for photographs, invoices, or other supporting information. Raising a complaint does not automatically entitle you to a refund. We will assess each case on its facts and in good faith.

We shall not be in breach of these terms where failure to perform is caused by events beyond our reasonable control, including but not limited to severe weather, fire, flood, industrial action, transport disruption, equipment shortages, or utility outages. In such circumstances, our obligations will be suspended for the duration of the event, and we will resume performance as soon as reasonably possible.

8. Governing Law

These Terms and Conditions, and any dispute or claim arising out of or in connection with them, 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 within the UK.

Nothing in these terms affects your statutory rights as a consumer. If any part of these Terms and Conditions is found to be unlawful, invalid, or unenforceable, the remaining provisions shall continue in full force and effect. These terms form the entire agreement between the parties in relation to the service, subject to any written variation agreed by both sides.