Terms and Conditions for Carpet Cleaners Barnes

These Terms and Conditions set out the basis on which Carpet Cleaners Barnes provides domestic and commercial carpet cleaning services. By placing a booking, you agree to be bound by the terms below. Please read them carefully before confirming any appointment.

In these Terms, references to we, us and our mean the cleaning service provider, and references to you and your mean the customer, client, or person making the booking. These terms apply to all carpet cleaning appointments unless we have agreed otherwise in writing.

We aim to provide a professional service, but the nature of carpet cleaning means that results can vary depending on fabric type, pile, age, condition, staining, and prior treatment. Nothing in these terms affects your statutory rights under UK consumer law.

1. Booking Process

Bookings for carpet cleaning in Barnes may be made by telephone, email, online form, or any other booking method we make available from time to time. A booking is only confirmed once we have accepted your request and provided confirmation of the appointment date, approximate time window, service type, and any agreed charges.

When making a booking, you must provide accurate and complete information, including the number of rooms or areas to be cleaned, carpet type where known, access details, parking restrictions, and any relevant cleaning concerns such as stains, pet odours, or previous treatment. If the information supplied is incomplete or incorrect, the final service may need to be adjusted and additional charges may apply.

We may refuse or cancel a booking at our discretion if we believe the work requested is unsuitable, unsafe, unlawful, or outside our service scope. Any quotation given before inspection is based on the details you provide and may be revised if the actual condition differs materially from the information supplied.

2. Service Scope and Customer Responsibilities

Our carpet cleaning services normally include inspection, pre-treatment where appropriate, cleaning using suitable equipment and products, and a reasonable finishing process. The exact method used may depend on fibre type, level of soiling, drying time requirements, and manufacturer recommendations. We reserve the right to choose the most suitable technique for the job.

You are responsible for ensuring that the area to be cleaned is ready for service at the agreed time. This includes moving small personal items, securing fragile objects, and ensuring safe access to the property. If heavy furniture must be moved, please tell us in advance so we can confirm whether this is included or subject to an extra charge.

You must tell us before work starts if there are any known issues that could affect the cleaning process, including water damage, loose seams, underlay problems, pre-existing odours, mould, recent dyeing, or manufacturer restrictions. We are not responsible for issues caused by undisclosed conditions that we could not reasonably identify before starting work.

All charges are based on the quotation, estimate, or price list provided at the time of booking, unless the scope changes. Prices may be calculated by room, area, item, level of contamination, minimum call-out charge, or a combination of these factors. Any add-ons, such as stain treatment, deodorising, or furniture moving, will be charged separately if not already included.

Unless we agree otherwise, payment is due on completion of the service. We may require a deposit for larger bookings, repeat cancellations, or certain scheduled appointments. Deposits, where taken, are usually non-refundable except where we cancel the booking or where refund rights apply under consumer law.

We accept payment methods notified at the time of booking or on the invoice. If you fail to make payment when due, we may charge reasonable costs incurred in recovering the debt, subject to applicable law. We may also suspend future services until overdue sums are settled.

4. Cancellations, Rescheduling, and Access

You may cancel or reschedule a booking by giving us reasonable notice. If you cancel within the notice period we specify at the time of booking, no cancellation fee will usually apply. If you cancel late, or fail to provide access at the agreed time, we may charge a cancellation fee to cover our lost time, travel, and preparation costs.

If you are delayed or unable to provide access, you must notify us as soon as possible. We will try to accommodate a revised arrival time where practical, but we are not obliged to wait beyond a reasonable period. Where we cannot complete the service because access is unavailable, the booking may be treated as a late cancellation.

We may reschedule or cancel a booking where staff safety, weather, equipment failure, property conditions, or other circumstances outside our control prevent us from performing the service. If we cancel, we will offer a new appointment or a refund of any prepaid amount for the cancelled portion, unless the cancellation is due to your breach of these terms.

5. Cleaning Results, Staining, and Limitations

We use professional methods intended to improve appearance and hygiene, but we do not guarantee the removal of every stain, mark, or odour. Some substances may be permanent, may respond only partially, or may resurface over time. Areas exposed to prior cleaning chemicals, sunlight, wear, spills, or heat damage can produce unpredictable results.

Carpet colour, texture, and wear pattern may also affect the final appearance after cleaning. Shading, pile distortion, or differences between cleaned and heavily worn areas can occur and are not necessarily signs of faulty work. Drying times vary according to ventilation, weather, carpet thickness, and the method used.

Where we identify a risk that a stain may set, spread, or worsen, we may decline to treat it or may proceed only at your request and risk. If you ask us to proceed against our advice, you accept the possibility of limited results or adverse outcomes, to the extent allowed by law.

6. Liability

We will carry out our services with reasonable care and skill. If we fail to do so, you may be entitled to a repeat service, a partial refund, or another remedy in line with your statutory rights. Our liability is limited to foreseeable loss or damage caused directly by our breach of these terms or by our negligence.

We are not liable for indirect or consequential losses, including loss of profit, loss of business, loss of opportunity, or inconvenience, except where such exclusion is not permitted by law. 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.

We are not responsible for pre-existing damage, hidden defects, weak seams, colour bleed, shrinkage, pile distortion, carpet backing failures, or issues caused by unsuitable materials unless caused by our negligence. If you request work on delicate, antique, or specialist carpets, you accept that extra caution may be required and that some risk remains even where reasonable care is taken.

7. Waste, Wastewater, and Environmental Regulations

We aim to handle waste and wastewater responsibly and in accordance with applicable UK environmental and waste regulations. This includes using appropriate methods to dispose of dirty water, extracted residues, disposable materials, and any contaminated waste generated during the service. We will not knowingly dispose of waste in a manner that breaches legal requirements.

You must inform us of any hazardous materials, biohazards, chemical contamination, or unusual substances on or near the carpet before cleaning begins. We may refuse to handle items or areas that require specialist removal, licensed disposal, or protective equipment beyond the scope of a standard carpet cleaning service.

Where our work generates wastewater or waste material that must be managed off-site, we may take steps to collect, store, and dispose of it in a lawful and appropriate way. You agree to cooperate with any reasonable instructions intended to support compliance with waste handling, drainage, or environmental obligations.

8. Customer Property and Site Conditions

You are responsible for ensuring the property is in a suitable condition for the service. Floors should be reasonably clear, pets secured, and any alarms, restrictions, or building rules explained in advance. If we are unable to work safely because of the site condition, we may suspend the appointment until the issue is resolved or charge a visit fee where appropriate.

We are not liable for damage caused by items left in the cleaning area, unsecured furniture, unstable fixtures, or hidden hazards. We also are not responsible for loss or damage to items that you have asked us to move unless caused by our negligence.

If parking permits, access cards, concierge approval, or similar arrangements are required, you are responsible for arranging them unless we expressly agree otherwise. Any delay caused by missing access arrangements may result in reduced service time or additional charges.

9. Complaints and Rectification

If you are unhappy with any aspect of the service, you should notify us within a reasonable time after completion and before the carpet has been significantly disturbed, re-soiled, or altered by other treatment. This allows us to inspect the issue and decide whether a follow-up visit or another remedy is appropriate.

We may ask for photographs, a description of the concern, or access to the area for inspection. Where a complaint is valid and relates to our workmanship, we may offer a re-clean or an appropriate refund in line with consumer law. If the issue is caused by conditions outside our control, no refund may be due.

Any attempt to alter, repair, or chemically treat the carpet by another party before we assess the complaint may affect our ability to investigate and may limit the remedies available. We will act reasonably and in good faith when considering any complaint raised under these terms.

10. Force Majeure

We are not liable for failure or delay in performing our obligations where the failure results from events beyond our reasonable control. These may include severe weather, transport disruption, power failure, equipment breakdown, illness, strike, civil emergency, fire, flood, or restrictions imposed by authorities.

If a force majeure event occurs, we will try to rearrange the appointment within a reasonable time. If performance is substantially prevented, either party may cancel the affected booking without liability for the non-performance, except for refund of any payment due for services not supplied.

This clause does not affect your rights where our failure is unrelated to an external event and could reasonably have been avoided through proper planning or maintenance.

These Terms and Conditions are governed by the laws of England and Wales. Any dispute arising out of or in connection with the services, these terms, or any related contract shall be subject to the exclusive jurisdiction of the courts of England and Wales, except where consumer law provides otherwise.

We may update these terms from time to time to reflect legal, operational, or commercial changes. The version in force at the time of your booking will generally apply to that booking, unless a change is required by law or is clearly intended to apply retrospectively.

By confirming a booking with Carpet Cleaners Barnes, you acknowledge that you have read, understood, and accepted these Terms and Conditions.