Richmonduponthames Carpetcleaning Terms and Conditions
These Terms and Conditions set out the basis on which Richmonduponthames Carpetcleaning provides domestic and commercial carpet and upholstery cleaning services in the UK. By making a booking, confirming an appointment, or allowing our operatives to begin work, the customer agrees to these terms in full. Please read them carefully before requesting a service. They are intended to be clear, fair, and legally robust while reflecting standard practices for professional carpet cleaning services.
For the purposes of these terms, references to “we”, “us”, and “our” mean the service provider trading as Richmonduponthames Carpetcleaning, and references to “you” and “your” mean the customer, whether acting as a private individual, landlord, agent, business, or other organisation. These terms apply to all quotations, bookings, and completed services unless otherwise agreed in writing. Any variation must be expressly confirmed by us in writing and will apply only to the specific job concerned.
We reserve the right to refuse, postpone, or withdraw a service where access is unsafe, the property conditions are unsuitable, or the requested work falls outside the scope of the original quotation. If additional issues are discovered on arrival, including severe staining, infestation, flooding, or fabric damage, we may revise the price, modify the cleaning method, or decline to proceed if the risk is unreasonable. By booking a carpet cleaning appointment, you acknowledge that results can vary depending on fabric type, soil level, previous treatment, and pre-existing wear.
1. Booking Process
All bookings are subject to availability and are only confirmed once we have accepted your request. A booking may be made through the channels we make available from time to time, and the customer must provide accurate details about the property, items to be cleaned, access arrangements, parking constraints, and any known hazards or sensitivities. Incorrect or incomplete information may affect pricing, timing, and the outcome of the work.
When booking Richmonduponthames Carpetcleaning, you are responsible for ensuring that the rooms and items to be cleaned are accessible and ready for service at the agreed time. This includes moving fragile items, securing pets, and informing us of any special requirements such as delicate fibres, water restrictions, allergy concerns, or previously applied stain treatments. If our team is unable to begin work because access has not been arranged, a wasted visit charge may apply.
We may provide an estimated price based on the information supplied by you. Any estimate is not a fixed quotation unless expressly stated otherwise. The final price may change if the actual work differs from the description provided at booking, if additional areas are requested on site, or if extra labour, equipment, or materials are required. Where possible, we will explain any changes before work starts so that you can decide whether to proceed.
Appointments are scheduled on the basis of approximate arrival windows rather than exact times, because travel conditions, previous jobs, and operational requirements can affect timing. We will use reasonable efforts to attend within the agreed window. However, we are not liable for delay caused by traffic, weather, equipment failure, staff illness, or any event beyond our reasonable control. If a delay becomes substantial, we will contact you where practical to rearrange.
2. Payments and Charges
Unless otherwise agreed, payment is due on completion of the service on the same day. We may require a deposit in advance for certain larger, repeat, or commercial jobs, or where specialist equipment or materials must be reserved. Deposits are normally deducted from the final balance unless the booking is cancelled in accordance with these terms and a cancellation fee applies. All prices are stated in pounds sterling and may be subject to VAT where applicable.
We accept the payment methods we specify at the time of booking or on invoice. If an invoice is issued, it must be paid by the due date stated on the invoice. Late payment may result in administrative charges, interest, or recovery action where permitted by law. You agree to pay all sums due without set-off, deduction, or counterclaim unless required by law. Any discount offered is valid only for the period and conditions stated at the time of offer.
If our team discovers that the work required is greater than expected, we will normally advise you before continuing. Additional charges may apply for extra rooms, heavy soil removal, stain treatment, deodorising, specialist stain spotting, or supplementary labour requested by the customer. In the event that you decide not to proceed with the additional work, we will complete only the original scope where this is reasonably possible and safe to do so.
3. Cancellations, Rescheduling, and Missed Appointments
You may cancel or reschedule a booking, but notice must be given as early as possible. Where sufficient notice is provided, no cancellation charge may be applied. If cancellation occurs at short notice, or if we arrive and cannot complete the work because access is unavailable, a call-out fee, wasted journey charge, or reasonable cancellation fee may be payable. The amount charged will reflect our lost time, staffing, and operational costs.
If you need to move the appointment date, we will make reasonable efforts to accommodate a revised time, subject to availability. Repeated changes may be treated as a cancellation if they materially disrupt our schedule. We may cancel or reschedule a booking at any time where circumstances beyond our control make performance impractical, unsafe, or unlawful. In such cases, any prepaid amount for undelivered work will ordinarily be refunded or credited, unless the cancellation was caused by your breach of these terms.
We are not responsible for losses arising from your failure to attend the property, provide access, or make suitable arrangements for the service to take place. If your premises are entered by us with your express or implied permission and the work cannot proceed due to inadequate conditions, we reserve the right to charge for attendance and any preparation undertaken. These rules are intended to ensure that carpet cleaning appointments remain fair for both parties.
4. Service Standards, Liability, and Limitations
We will perform the cleaning service using reasonable care and skill and in accordance with standard industry practice. However, cleaning results cannot be guaranteed in every situation. Certain stains, odours, discolouration, fibre wear, dye transfer, water marks, and pre-existing damage may be permanent or may reappear after drying. We do not guarantee removal of all contaminants or complete restoration of carpets, rugs, or upholstery to a like-new condition.
Before work begins, you should tell us about any known defects, weak seams, loose dyes, shrinkage risk, prior repairs, delicate backing, or manufacturer restrictions. We are not liable for damage caused by hidden faults, pre-existing wear, unsuitable installation, or any condition that could not reasonably be identified before cleaning. Where we believe a material is unsuitable for wet cleaning or other requested treatment, we may decline to proceed or recommend a safer alternative. Any advice we give is provided in good faith but does not amount to a warranty.
To the fullest extent permitted by law, our total liability for any claim arising from a service shall be limited to the amount paid or payable for the specific job giving rise to that claim. We will not be liable for indirect, incidental, or consequential loss, including loss of profit, loss of business, or loss of enjoyment. 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 lawfully be excluded.
5. Customer Responsibilities
You are responsible for preparing the area before cleaning begins. This includes removing small items, securing valuables, informing household members or staff of the appointment, and ensuring that vulnerable surfaces or objects are protected. We may move lightweight furniture where reasonable, but we are not obliged to lift heavy, fixed, fragile, or hazardous items. If items are moved at your request, we are not responsible for damage caused by instability, hidden defects, or insufficient floor protection.
You must provide access to electricity, water, and any other facilities reasonably required to carry out the service. Where parking or loading arrangements are needed, you must make those arrangements at your cost unless otherwise agreed. If parking charges, permits, or congestion-related costs arise directly from the job, we may add them to the invoice where this was explained in advance or where they are unavoidable for service delivery.
Children, pets, and non-essential persons should be kept away from working areas while cleaning is in progress. You must also allow adequate ventilation and drying time after treatment. We are not responsible for delays in drying caused by poor ventilation, low temperatures, or the condition of the fabric. If your property contains sensitive materials, electrical equipment, or irreplaceable items, you should remove them or notify us before the appointment so that precautions can be discussed.
If you instruct us to handle items of exceptional value, antique status, or specialist construction, you do so at your own risk unless we have expressly agreed specific handling arrangements in writing. It is your duty to disclose any relevant information that could affect the safety, legality, or success of the work. Failure to do so may reduce or exclude any claim that you might otherwise have under these terms. The same applies where you request accelerated drying, deodorisation, or stain removal that carries elevated risk.
6. Waste Regulations and Disposal
Where the service generates waste, dirty water, removed debris, disposable materials, or contaminated residues, we will handle such waste in accordance with applicable UK environmental and waste disposal laws. We will not knowingly dispose of waste in a manner that is unlawful, unsafe, or harmful to the environment. If specialist disposal is required because of contamination, infestation, biohazard risk, or similar issues, additional charges may apply and we may refuse to handle the waste unless suitable arrangements are in place.
You agree not to ask us to dispose of waste unlawfully or in a way that breaches environmental rules. Any materials classified as hazardous, clinical, or regulated waste must be disclosed in advance. If such materials are discovered unexpectedly during the service, we may stop work immediately and charge for time spent, safe withdrawal, and any necessary containment measures. We may also be required to report or escalate concerns where law or safety guidance requires it.
7. Complaints, Rework, and Claims
If you are dissatisfied with the standard of the work, you must notify us within a reasonable time after completion and before the affected area has been altered, re-soiled, or cleaned by another party. This allows us to assess the issue properly. Where a genuine service defect is established, we may, at our discretion, return to re-clean the affected area, offer a partial refund, or take another proportionate step. Rework is not available where the issue arises from pre-existing conditions, inadequate disclosure, or normal limitations of the cleaning process.
Any claim for loss, damage, or unsatisfactory performance should include sufficient detail to allow us to investigate, including the area affected, the nature of the problem, and any supporting evidence that is reasonably available. You must take reasonable steps to mitigate your loss. We will not be responsible for claims made after substantial delay where that delay prevents us from checking the premises, equipment, or materials in question. Nothing in this clause affects your statutory rights as a consumer.
Where a complaint concerns a stain, mark, or damage that was visible or disclosed before work commenced, or where you declined our recommendation to use an alternative method, no liability will arise from the outcome that was reasonably foreseeable. Our aim is to resolve genuine issues fairly and promptly while recognising the limitations of professional Richmonduponthames Carpetcleaning services.
8. Governing Law and General Provisions
These Terms and Conditions, and any dispute or claim arising out of or in connection with them, are governed by the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction, except where consumer law provides otherwise. If any provision of these terms is found to be invalid or unenforceable, the remaining provisions will continue in full force and effect.
No failure or delay by us in exercising any right under these terms shall operate as a waiver of that right. We may assign or subcontract any of our rights or obligations where this does not materially reduce the service standards owed to you. You may not assign your rights without our written consent. These terms constitute the entire agreement between the parties in relation to the booking, unless varied in writing.
For the avoidance of doubt, nothing in these terms is intended to affect mandatory rights that cannot be excluded under UK law. By proceeding with a booking, you confirm that you have read, understood, and accepted these Terms and Conditions for Richmonduponthames Carpetcleaning and that you are authorised to agree to them on behalf of any property owner, tenant, or organisation involved in the booking.
