Terms and Conditions for Woodford Green Carpet Cleaners
These Terms and Conditions set out the basis on which Woodford Green Carpet Cleaners provides domestic and commercial carpet cleaning services, together with related upholstery, rug, and stain treatment services where agreed. By making a booking, you agree to these terms, which are intended to keep the service clear, fair, and professional for both parties. In these terms, the words "we", "us", and "our" refer to the service provider, and "you" or "the customer" refer to the person requesting the service.
These terms apply to all carpet cleaning appointments unless we agree otherwise in writing. They should be read alongside any quotation, estimate, or booking confirmation issued before the appointment. If there is any inconsistency between these Terms and Conditions and a written booking confirmation, the written confirmation will apply to the extent of that inconsistency. We reserve the right to update these terms from time to time, and the version in force at the time of booking will normally apply to that booking.
Our service is provided on the understanding that all information supplied by you is accurate and complete. This includes the size and condition of the areas to be cleaned, access details, parking restrictions, and any known risks or special instructions. Where a carpet cleaning service involves items that are heavily soiled, fragile, antique, or previously treated with unknown chemicals, we may ask for further details before accepting the job. Accurate information helps us plan a safe and effective service.
Booking Process
A booking is made when you accept our quotation or estimate and we confirm availability. A booking may be accepted verbally, by message, by email, or through another written method we use for reservations. However, no booking is binding until we have confirmed the appointment date, approximate time, and scope of work. For any carpet cleaning in Woodford Green or surrounding areas, we may request photographs, measurements, or other practical information before confirming the service.
You are responsible for checking that the booking details are correct. This includes the address, the rooms or items to be cleaned, access arrangements, and any agreed extras such as stain removal, deodorising, or protective treatment. If the information provided is incomplete or inaccurate, we may revise the price, change the schedule, or decline to proceed if the service would be unsafe or impractical. Any changes requested after booking may affect timing and cost.
We will use reasonable efforts to arrive within the agreed time window, but appointment times are approximate unless we expressly confirm a fixed time. Delays may occur because of travel conditions, previous jobs overrunning, equipment issues, or circumstances outside our control. If we expect a delay that is material, we will try to notify you as soon as reasonably possible. Where access is restricted or the property is not ready for cleaning, we may have to rearrange the appointment and charge a call-out or waiting fee if applicable.
Service Standards and Customer Responsibilities
Before work starts, you should remove small personal items, valuables, breakables, and any items that may obstruct cleaning. We may move lightweight furniture where reasonably safe to do so, but we are not obliged to move heavy, fixed, electrically connected, or fragile items. If there are items you do not want moved, you should tell us in advance. In some cases, we may refuse to clean an area if the conditions present a risk to the property, our equipment, or our personnel.
Different fibres and finishes react differently to moisture, heat, detergents, and agitation. While we use reasonable skill and care, not every stain can be fully removed, and some marks may permanently alter the appearance of the fabric or carpet. Older carpets, worn pile, sun damage, pre-existing colour loss, hidden spills, and damage caused by previous cleaning attempts may affect the result. We do not guarantee a like-new finish, and we will not be responsible for pre-existing deterioration that becomes visible during or after cleaning.
If you ask us to treat a particular stain or odour, we will assess the area and decide whether treatment is suitable. Some substances, including bleaching agents, dyes, urine, oil, rust, wax, adhesive residue, and pet contamination, may require specialist methods or may not respond successfully to standard carpet cleaning. We will always aim to explain any limitations before starting where these can be identified in advance. If an item is unsuitable for cleaning, we may advise that no treatment is carried out.
Payments
Our prices are normally quoted in advance and may be based on room count, floor area, item type, condition, or a combination of these factors. Any quotation is an estimate unless we explicitly state that it is fixed. If the actual work differs from the information originally supplied, we may adjust the final charge to reflect additional time, materials, or labour. Where we agree a fixed price, it applies only to the service described at the time of booking and only if the circumstances remain unchanged.
Payment terms will be confirmed at booking or on the invoice. Unless otherwise agreed, payment is due on completion of the service or immediately upon receipt of the invoice. We may accept payment by bank transfer, card, cash, or another method we choose to offer from time to time. We may require a deposit for certain bookings, larger jobs, or repeat cancellations. Deposits are usually deducted from the final balance unless stated otherwise in writing.
If payment is not made when due, we may charge reasonable recovery costs and interest to the extent permitted by law. We may also suspend future bookings until outstanding balances are cleared. You are responsible for ensuring that payment details are correct and that sufficient funds are available. If a payment is reversed, disputed without valid reason, or later found to be unauthorised, we reserve the right to recover the amount owed together with any related bank or administrative charges.
Cancellations and Amendments
You may cancel or reschedule a booking by giving us reasonable notice. For standard appointments, we ask that you provide at least 24 hours’ notice where possible. If you cancel late, fail to provide access, or are not present at the agreed time, we may charge a cancellation fee to cover reserved labour, travel, and loss of trade. The amount charged will be reasonable and proportionate to the circumstances. Repeated short-notice cancellations may lead us to refuse future bookings.
We may also cancel or rearrange an appointment where necessary, including where there is illness, severe weather, equipment failure, safety concerns, or circumstances outside our control. If we need to cancel, we will try to offer an alternative date. Our liability for cancellation will be limited to refunding any deposit actually paid for the cancelled appointment, unless the law requires otherwise. We are not liable for indirect losses arising from a cancellation or delay.
If you request changes to the scope of work, such as adding extra rooms, altering the type of stain treatment, or changing the appointment date, we may need to revise the quotation and the time required. We will confirm any revised terms before proceeding. If the revised terms are not accepted, we may decline the change while still completing the original agreed service, provided that remains practical and safe.
Liability
We will carry out our work with reasonable care and skill. However, our liability is limited to losses that are foreseeable and directly caused by our breach of contract or negligence. Nothing in these Terms and Conditions limits or excludes liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be limited or excluded under UK law.
We are not responsible for damage caused by pre-existing weakness, age, hidden defects, unsuitable materials, poor installation, structural movement, or prior repairs that were not visible before cleaning. This includes carpets with lifted seams, weak backing, loose edges, subfloor moisture problems, pre-existing shrinkage, or items that are already fragile. Where a customer asks us to clean an item that is clearly high-risk, we may proceed only at the customer’s request and risk, or we may refuse the work entirely.
To the fullest extent permitted by law, we do not accept liability for indirect or consequential losses, loss of profit, loss of business, or loss of opportunity. In the event of proven damage caused by our negligence, our liability will normally be limited to the reasonable cost of repair or replacement, taking into account age, wear, condition, and depreciation. Any claim must be supported by evidence and must be reported within a reasonable time after the issue is discovered.
Waste Regulations and Environmental Handling
We handle waste arising from the service in a manner intended to comply with applicable UK waste management rules and environmental requirements. This may include contaminated cloths, minor debris, extracted waste water, packaging, and other cleaning residues generated during the appointment. Any waste that remains our responsibility will be removed or disposed of by us in a lawful and appropriate way, consistent with the nature of the materials involved.
You are responsible for informing us about any unusual contamination or hazardous material on the premises before we attend. This includes, without limitation, biological contamination, chemical spills, sharps, mould at a significant level, animal waste beyond ordinary soiling, or any material that may be classified as controlled, hazardous, or specialist waste. We are not obliged to handle waste that we reasonably consider unsafe, illegal to move, or beyond the scope of a standard carpet cleaning service.
If we have to stop work because of contaminated or prohibited waste, we may still charge for time spent travelling, assessing the area, and taking steps already undertaken. Where separate disposal arrangements are required, those may be charged as an additional service if we agree to carry them out. You must not ask us to dispose of items unlawfully, and you must ensure the property is free from waste that could create a health and safety risk to our team or to others.
Access, Safeguarding, and Property Conditions
When we arrive, you must ensure safe access to the property and to the areas requiring cleaning. If parking, permits, keys, alarms, security codes, or entry arrangements are needed, you must provide these in advance or at the agreed time. We are entitled to refuse entry or pause work if access is unsafe, incomplete, or misleading. Any delay caused by access issues may be treated as waiting time or may require a new appointment.
We ask that children and pets are supervised during the service. Cleaning equipment, hoses, electrical leads, and wet surfaces may present a hazard, and you are responsible for taking reasonable precautions to protect occupants and visitors. Where the customer or an authorised representative asks us to work in an occupied environment, you accept responsibility for ensuring the area is suitable for service and that vulnerable persons are kept away from hazards.
We may ask you to confirm that the property’s electrical and water supplies are in good working order and suitable for the service. If a defect in the property causes damage, delay, or a failed clean, we will not be liable for the resulting issue unless it was caused by our negligence. Reasonable cooperation from the customer is required to allow us to complete the service efficiently.
Complaints and Dispute Handling
If you are unhappy with any part of the service, you should tell us as soon as reasonably possible after completion. This allows us to inspect the issue, request photographs if necessary, and consider whether any remedial action is appropriate. We may offer to revisit the property, adjust the service, or discuss another proportionate remedy. A complaint does not automatically mean that a full refund will be due.
To assess a complaint fairly, we may need access to the relevant area and details about products used, previous treatments, and the condition of the carpet before cleaning. If you arrange for another contractor to alter, repair, or re-clean the relevant item before we have had a reasonable chance to inspect it, this may affect our ability to investigate and may reduce or remove any remedy that might otherwise have been available.
We aim to resolve disputes amicably and efficiently. If agreement cannot be reached, the parties should attempt to resolve the matter through direct discussion or another reasonable means before starting formal proceedings. Nothing in this section prevents either party from seeking urgent relief where required by law.
Force Majeure
We are not responsible for any failure or delay in performing our obligations where the failure or delay is caused by an event beyond our reasonable control. This may include adverse weather, flooding, fire, power failure, transport disruption, industrial action, epidemic or pandemic restrictions, government action, or the unavailability of essential equipment or materials. In such circumstances, we may suspend, postpone, or cancel the affected appointment without liability for indirect losses.
If a force majeure event occurs, we will take reasonable steps to minimise disruption and may offer a new appointment date where practical. Any prepaid amount relating to work not carried out will usually be refunded or carried forward, subject to any non-recoverable costs that were already reasonably incurred and disclosed. We will always aim to act fairly and proportionately in dealing with exceptional circumstances.
General Provisions and Governing Law
If any part of these Terms and Conditions is found to be unlawful, invalid, or unenforceable, that part will be treated as removed to the minimum extent necessary, and the remainder will continue in force. No failure or delay by us in exercising any right under these terms shall operate as a waiver of that right. You may not transfer your rights or obligations under these terms without our written consent, although we may assign or subcontract where appropriate for the performance of the service.
These Terms and Conditions, and any dispute or claim arising from them or the service they govern, 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 the law requires otherwise. By booking a service with Woodford Green Carpet Cleaners, you confirm that you have read, understood, and accepted these Terms and Conditions in full.
