West Norwood Carpet Cleaners Terms and Conditions
These Terms and Conditions apply to all services provided by West Norwood Carpet Cleaners and set out the basis on which carpet cleaning, upholstery cleaning, rug treatment, stain removal, and related services are booked and delivered. By confirming a booking, the customer agrees to be bound by these terms. Please read them carefully before placing an order for any carpet cleaning service or associated work. These terms are designed to be fair, clear, and consistent with UK consumer law, while also protecting both the customer and the company from avoidable misunderstandings.
In these Terms and Conditions, “we”, “us”, “our”, and “the company” mean West Norwood Carpet Cleaners. “You” and “the customer” mean the person or business requesting the service, including any person authorised to act on their behalf. The words carpet cleaners, carpet cleaning company, and West Norwood carpet cleaning services are used interchangeably to describe our service offering. Nothing in these terms affects your statutory rights under UK law.
1. Booking Process
Bookings may be made by telephone, email, online form, or any other method we make available from time to time. A booking is not confirmed until we have accepted the request, agreed the scope of work, and provided a date, time window, and estimated price or quotation. Any estimate given before inspection is based on the information supplied by the customer and may change if the actual condition of the items or premises differs from the description provided. We reserve the right to refuse a booking where access, safety, or suitability concerns make the work impractical or unreasonable.
Service Scope and Customer Obligations
The customer must ensure that all information given at the time of booking is accurate and complete, including the type of fibres, the size of the area, the level of soiling, the presence of stains, previous treatments, access restrictions, parking issues, and any known damage. The customer must also make sure that the area to be cleaned is reasonably accessible and that any fragile, valuable, or hazardous items are removed or protected before the appointment. Where specialist treatment is required, we may revise the price, the equipment used, or the expected results. If the customer fails to provide accurate information, we may amend the service, charge for additional work, or withdraw from the booking where necessary.
We aim to arrive within the agreed time window, but all appointments are subject to reasonable delays caused by traffic, weather, equipment issues, previous jobs overrunning, or circumstances beyond our control. Time is not of the essence unless expressly agreed in writing. If our operatives are unable to gain access on arrival, or if the customer is not present where attendance is required, the booking may be treated as a late cancellation or wasted visit and charged accordingly. The customer is responsible for ensuring that someone with authority is available to approve the work if approval is needed on site.
2. Pricing and Payments
The price of our West Norwood carpet cleaners service will usually be stated as an estimate or fixed quotation based on the information available at the time of booking. Unless otherwise agreed, all prices are in pounds sterling and may be subject to VAT where applicable. Any price quoted is valid for a reasonable period only and may change if the customer alters the scope of work, adds extra rooms or items, requests specialist products, or if the actual condition of the carpets or upholstery is materially different from the description provided. We will explain any change before starting additional work whenever reasonably possible.
Payment is due immediately upon completion of the service unless a different arrangement has been agreed in writing in advance. We accept the payment methods made available by us from time to time, which may include bank transfer, card payment, cash, or invoicing for approved business customers. Where payment is not made on the day, we may charge interest on overdue sums at the statutory rate permitted under the Late Payment of Commercial Debts (Interest) Act 1998, where applicable, and may recover reasonable costs incurred in pursuing unpaid amounts. The customer agrees not to withhold payment because of minor dissatisfaction where the service has been substantially performed in accordance with the booking.
Deposits and Additional Charges
We may require a deposit for larger, repeat, or high-demand appointments, and any deposit amount will be advised before confirmation. Deposits secure the appointment and may be non-refundable if the customer cancels outside the permitted notice period or if we incur loss because the slot cannot be reallocated. Additional charges may apply for parking fees, congestion fees, late access, heavy contamination, severe staining, pet accidents, biohazard-related waste, or the use of specialist products or machinery. If an extra charge becomes necessary, we will make reasonable efforts to obtain the customer’s consent before continuing. By booking our carpet cleaning services, the customer agrees to pay all reasonable charges properly incurred in delivering the agreed work.
3. Cancellations and Rescheduling
Customers may cancel or reschedule a booking by giving reasonable notice. Unless a different notice period is stated at the time of booking, we ask for at least 24 hours’ notice for domestic appointments and 48 hours’ notice for larger or commercial work. Cancellations made with sufficient notice will normally not incur a charge, although any deposit may be retained or applied against a new date where this was made clear at the time of payment. If the customer cancels after we have dispatched staff, equipment, or supplies, or fails to provide access at the agreed time, we may charge a cancellation fee or wasted journey fee to cover our losses.
We may also reschedule a booking where necessary due to staff illness, equipment failure, severe weather, safety concerns, or circumstances outside our control. If we need to change the appointment, we will aim to offer an alternative date as soon as reasonably practicable. We are not liable for indirect losses arising from a delay or rescheduling, including loss of earnings or inconvenience, provided that we take reasonable steps to notify the customer and complete the work within a reasonable time. If the customer wishes to cancel a service that has already begun, they must pay for the work carried out up to the point of cancellation together with any non-recoverable costs.
4. Service Standards and Limitations
We use professional methods selected according to the material, level of soil, and condition of the item or area being treated. While we make every reasonable effort to achieve an excellent result, we cannot guarantee complete removal of all stains, odours, wear patterns, fibre shading, or pre-existing damage. Certain stains may be permanent, reappear after drying, or worsen because of previous cleaning attempts, unsuitable products used by others, hidden backing damage, or chemical reaction within the fabric. The customer acknowledges that results will vary according to the age, condition, and type of carpet or upholstery.
Customer Responsibilities Before and After Cleaning
It is the customer’s responsibility to vacuum the area in advance where requested, to move light furniture if agreed, and to ensure that the premises are safe and suitable for cleaning. We may move light items at our discretion, but we are not obliged to move heavy, fixed, fragile, valuable, or electronically connected items unless specifically agreed. The customer should keep children, pets, and other occupants away from wet or treated areas until the work is complete and the surface is safe to use. Any aftercare instructions given by our operatives should be followed carefully to reduce the risk of staining, shrinkage, or re-soiling.
Where drying times are involved, the customer accepts that carpets, rugs, and upholstery may remain damp for several hours, or longer depending on ventilation, pile depth, weather, and material type. We are not responsible for damage caused by premature use, replacement of furniture before the surface is dry, or failure to follow advice on airflow and protection. If protective pads, foil, or other precautionary measures are recommended, the customer should arrange them promptly. Our role is to provide a professional carpet cleaning service; the customer remains responsible for the condition and use of their premises before and after attendance.
5. Liability and Insurance
We maintain appropriate insurance cover for the nature of our business, but our liability is limited to the extent permitted by law. We do not exclude or limit liability for death or personal injury caused by our negligence, fraud, or any other liability that cannot lawfully be excluded under UK law. Subject to that, we are not responsible for pre-existing damage, hidden defects, poor installation, age-related wear, colour loss, unstable fibres, faulty flooring, or failure of items that are already weakened or unsuitable for cleaning. The customer accepts that some materials are inherently delicate and may react unpredictably to moisture or cleaning agents.
Where damage is alleged, the customer must notify us as soon as reasonably practicable and, in any event, within a reasonable time after completion of the service. The customer should allow us the opportunity to inspect the issue and, where appropriate, to remedy the problem. Our preference is always to resolve concerns by inspection, re-treatment, repair, or, where appropriate, a fair refund in accordance with legal obligations. We will not be responsible for any claim unless we are given a proper chance to assess the matter and unless the loss is directly caused by our proven negligence or breach of contract.
To the maximum extent permitted by law, our total liability for any claim arising out of a single booking shall not exceed the amount paid or payable for the relevant service, except where a higher limit is required by law. We are not liable for indirect, special, or consequential losses, including missed appointments, business interruption, loss of profits, or emotional distress. This limitation does not affect your statutory rights as a consumer. If you are booking as a business customer, you agree that any claim must be brought only in respect of direct loss and within the limits permitted by law.
6. Waste Regulations and Environmental Compliance
Our carpet cleaners operate with consideration for environmental and waste-handling obligations in the UK. Any waste arising from the service, including dirty wastewater, used cloths, disposable materials, and contaminated residues, will be managed in a manner consistent with applicable waste regulations and general environmental responsibilities. We will take reasonable steps to dispose of non-reusable waste responsibly and to prevent pollution, nuisance, or improper discharge. Where specialist disposal is required because of hazardous contamination, pet waste, bodily fluids, or similar materials, additional charges and conditions may apply.
The customer must disclose any known contamination, infestation, biohazard, or other hazardous condition before the appointment. We reserve the right to refuse or stop work where the presence of dangerous waste, mould, needles, chemicals, asbestos, or similar hazards makes the job unsafe or unlawful. The customer must not ask us to remove, transport, or dispose of materials that are not within the agreed scope of a cleaning service or that require a licensed waste contractor unless we have expressly agreed to do so. Any waste left on site after completion remains the customer’s responsibility unless we have agreed otherwise in writing.
7. Access, Safety, and Property Conditions
We may require suitable access to water, electricity, and the relevant work area. If the customer cannot provide these, or if access is unsafe, unsanitary, or obstructed, we may delay the job, change the method, or refuse to begin work until the issue is resolved. The customer is responsible for informing us of any known hazards, including unstable flooring, loose fittings, electrical faults, or areas where water use may create risk. We are not responsible for delays or failures caused by unsafe conditions not disclosed in advance.
We may take reasonable care when working around furniture, fixtures, and decorative items, but the customer should remove small valuables, ornaments, paperwork, and breakables before we arrive. Unless expressly agreed in writing, we do not accept responsibility for dismantling or reassembling furniture, disconnecting appliances, or moving items that are heavy, fixed, fragile, or likely to cause damage if moved. Where the customer requests that we work in areas with delicate finishes, antique items, or specialist flooring, they do so at their own risk unless we have confirmed in writing that such work is suitable. Our West Norwood carpet cleaning team will act professionally and with due care, but the customer must also take reasonable precautions.
8. Complaints and Remedies
If the customer is dissatisfied with any aspect of the service, they should notify us within a reasonable time after completion so that we may investigate. We may request photographs, a site visit, or other information to help us assess the issue. Where a complaint is justified, we may offer a re-clean, a partial refund, or another suitable remedy depending on the circumstances and the extent of any shortfall. Minor variations in appearance, drying, scent, or stain response do not automatically mean that the service was defective. Any remedy offered will be determined fairly and in line with our legal obligations and the specific facts of the case.
9. Changes to Terms, Assignment, and Governing Law
We may update these Terms and Conditions from time to time to reflect changes in law, business practice, or service structure. The version in force at the time of booking will apply to that booking unless a change is required by law. You may not transfer your rights or obligations under the booking to another person without our written consent. We may assign or subcontract part of the service where appropriate, provided this does not reduce your rights under the contract. If any part of these terms is found unlawful or unenforceable, the remaining provisions will continue in full force.
These Terms and Conditions are governed by the laws of England and Wales. Any dispute arising in connection with a booking or service shall be subject to the exclusive jurisdiction of the courts of England and Wales, unless consumer law provides otherwise. By booking with West Norwood Carpet Cleaners, you acknowledge that you have read, understood, and agreed to these terms as the basis on which we provide our professional West Norwood carpet cleaning services.
