Terms and Conditions for Coulsdon Carpet Cleaners

These Terms and Conditions set out the basis on which Coulsdon Carpet Cleaners provides carpet, upholstery, and related cleaning services to residential and commercial customers. By placing a booking with us, you agree to be bound by these terms, which are designed to make the service clear, fair, and professionally managed from the outset. For the avoidance of doubt, references to “we”, “us”, and “our” mean Coulsdon Carpet Cleaners, and references to “you” and “your” mean the customer receiving the service.

These terms apply to all bookings, quotations, site visits, and cleaning appointments unless we have expressly agreed otherwise in writing. They should be read carefully before confirming any appointment. If any part of these terms is found to be unlawful or unenforceable, the remaining provisions will continue to apply in full. Nothing in these terms affects your statutory rights as a consumer under UK law.

By instructing Coulsdon carpet cleaners to carry out work, you confirm that you are authorised to do so at the property or premises concerned and that you have read and understood these terms. We may update these terms from time to time to reflect changes in our business practices, legal requirements, or service standards. The version in force at the time of booking will apply to your service unless a different version has been agreed in writing.

Booking Process

Bookings are normally made in advance and are subject to availability. A booking request does not create a binding contract until we have confirmed the appointment and, where relevant, received any required deposit or pre-authorisation. We may ask for details such as the type of property, the items or areas to be cleaned, access arrangements, and any special requirements that could affect the time, equipment, or cleaning method needed.

When you request a service from Coulsdon Carpet Cleaners, you should provide accurate and complete information. This includes information about the condition of the carpets, upholstery, flooring, stains, pet contamination, prior treatments, and any known hazards. If the information provided is incomplete or incorrect, the final service may need to be adjusted, and any additional cost resulting from the discrepancy may be charged to you.

We may provide an estimate or quotation based on the information supplied. Unless stated otherwise, quotations are valid for a limited time and may be revised if the scope of work changes or if the condition of the premises differs materially from the description originally provided. A quotation is not a fixed price unless we expressly state that it is fixed and subject to no changes. Additional charges may apply where extra time, specialist equipment, or additional cleaning products are required.

Access, Preparation, and Customer Responsibilities

You are responsible for ensuring that we have safe, reasonable, and timely access to the property at the agreed time. This includes arranging parking where necessary, providing entry instructions, and ensuring that children, pets, and other occupants are kept safe and away from the work area. If access is delayed or prevented, we may charge for wasted attendance time or treat the booking as a late cancellation.

You should move small or fragile items before our arrival unless we agree to assist. While we will take reasonable care, carpet cleaners in Coulsdon are not generally responsible for moving heavy furniture, electronics, valuable items, or fixtures unless this has been agreed in advance. You should also disclose any areas where items cannot be moved safely, any weak flooring, or any pre-existing damage, including worn fibres, loose seams, colour loss, or water sensitivity.

If your property contains hazards such as asbestos, unsafe electrics, structural damage, sharps, bodily fluids, mould, or chemical residues, you must tell us before work begins. We reserve the right to refuse or stop work if the environment is unsafe or if continuing may create a risk to our staff, your property, or the public.

Payments

Payment terms will be confirmed at the time of booking or before work begins. Unless otherwise agreed, payment is due immediately upon completion of the service. We may accept card payment, bank transfer, cash, or other agreed methods, but we are not obliged to accept any payment method not offered in advance. If a deposit is required, your booking may not be secured until the deposit has been received.

All prices are stated in pounds sterling and, where applicable, may include VAT or other taxes as required by law. If there is a change in the scope of work during the appointment, we may revise the price to reflect the actual service provided. Any additional charges will be explained as soon as reasonably practicable. Non-payment or late payment may result in recovery action, and we may charge reasonable costs incurred in collecting overdue sums, subject to applicable law.

If a payment is declined, reversed, disputed without valid reason, or later found to be insufficient, you remain liable for the outstanding balance. Any promotional discount, package rate, or special offer applies only to the specific conditions stated at the time of booking and may be withdrawn if the criteria are not met.

Cancellations and Rescheduling

We understand that plans can change, and we ask that you notify us as early as possible if you need to cancel or reschedule. Unless a different cancellation period is stated at the time of booking, we request at least 24 hours’ notice. If you cancel with less notice, or if we arrive and cannot carry out the service because access is unavailable or the property is not ready, a cancellation or wasted journey charge may apply.

If you wish to move your appointment, we will try to accommodate a new date, but this will depend on our schedule. Repeated cancellations or repeated short-notice changes may result in the loss of any reserved slot or deposit. In the event that we have to cancel or postpone due to staff illness, equipment failure, severe weather, or other events beyond our reasonable control, we will offer a new appointment date or refund any prepaid amount attributable to the cancelled service.

Where a booking includes multiple rooms, large areas, or specialist treatments, and you cancel after work has already started on site, you may be charged for the work completed and any materials used up to that point. Any refund will be calculated fairly based on the amount of service actually delivered.

Service Standards and Limitations

We will use reasonable skill and care when delivering our services and will aim to clean carpets, rugs, upholstery, and similar items to a professional standard using suitable methods and products. However, cleaning results may vary depending on fibre type, wear, age, staining, previous treatment, and the condition of the item or surface. Some marks, odours, or residues may not be fully removable, particularly where damage is permanent or pre-existing.

Coulsdon carpet cleaners do not guarantee complete removal of all stains, odours, allergens, or bacteria unless such a guarantee is expressly agreed in writing. Natural materials, delicate fabrics, and specialist finishes may require cautious treatment, and in some cases we may decline to proceed if we believe the risk of damage is too high. Certain items may also be excluded from wet cleaning or steam cleaning where the manufacturer’s instructions or condition make such treatment unsuitable.

We may refuse to clean items that are excessively soiled, contaminated, fragile, or unsafe to handle. If a particular method is requested by you but is not, in our professional opinion, appropriate for the item or surface, we may recommend an alternative method or decline the task entirely. Any advice given by our staff is based on our experience but should not be treated as a warranty unless confirmed in writing.

Liability

We accept responsibility for loss or damage caused directly by our negligence or wilful misconduct, subject to the limits set out in these terms and any rights you may have under 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 lawfully be excluded or limited under UK law.

To the fullest extent permitted by law, we are not liable for pre-existing damage, hidden defects, manufacturing faults, natural wear and tear, colour loss, shrinkage, pile distortion, or damage arising from information you failed to disclose. We are also not liable for indirect or consequential losses such as lost profits, business interruption, loss of use, or inconvenience unless otherwise required by law.

If you believe damage has occurred during a service provided by Coulsdon carpet cleaners, you must notify us as soon as reasonably possible and in any event within a reasonable time of discovering the issue. You should take reasonable steps to prevent further loss or damage. We may ask to inspect the item or property, take photographs, or obtain independent evidence before any claim is assessed. Our liability, where established, may be limited to the reasonable repair cost, replacement value, or the amount paid for the service, whichever is lower and lawful in the circumstances.

Waste, Wastewater, and Environmental Regulations

We operate in accordance with applicable UK waste, environmental, and water-disposal rules. Wastewater, residues, and contaminated materials arising from cleaning may not be disposed of in a manner that breaches local authority, water utility, or environmental requirements. Where specialist disposal is needed, we will handle it responsibly and may include the associated cost in the quotation or final invoice if this has been disclosed in advance.

You must not ask us to dispose of hazardous substances, prohibited materials, or items that require specialist licensing unless we have agreed in writing that we are permitted and equipped to do so. This includes, by way of example, asbestos-containing material, clinical waste, sharps, solvents, and other regulated waste. If such material is found during the course of the service, we may suspend the work and charge for time already spent if appropriate.

We may use water extraction, detergents, deodorising products, or stain treatments that create wastewater or recovery waste. Such materials will be handled with reasonable care and in line with applicable rules. You remain responsible for telling us about any restrictions at the premises, such as shared drainage systems, conservation requirements, or landlord instructions that affect how waste or wastewater must be managed.

Insurance, Claims, and Complaints

We aim to maintain appropriate insurance cover for the services we provide. However, insurance cover is not a substitute for your duty to disclose relevant information or protect items that are easily damaged. If you have a concern about any aspect of the service, please raise it promptly so that we have a fair opportunity to investigate and, where appropriate, put matters right.

Any complaint should be made in writing within a reasonable time after the service has been completed. Please include details of the issue and any supporting information. We may request access to inspect the affected item or area and may ask for photos or other evidence. If a remedy is appropriate, we may offer a re-clean, repair contribution, partial refund, or other fair resolution depending on the circumstances.

We will not be responsible for claims where the issue was caused by normal wear, insufficient maintenance, pre-existing conditions, or failure to follow aftercare instructions that we have provided. We may also reject claims where the item has been treated by a third party after our visit, as this may make assessment impossible.

Force Majeure

We are not liable for any delay or failure to perform our obligations where the delay or failure is caused by events outside our reasonable control. Such events may include extreme weather, transport disruption, power failure, accidents, strikes, civil unrest, public health restrictions, or equipment shortages resulting from supply chain disruption. In these circumstances, our obligations will be suspended for the duration of the event and we will resume performance as soon as reasonably practicable.

Governing Law These terms and any dispute or claim arising from them, whether contractual or non-contractual, 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, although if you are a consumer residing in another part of the UK, any mandatory consumer protections and local jurisdiction rules that apply to you will remain unaffected.

If any provision of these service terms is inconsistent with mandatory legal rights, that provision will be read as narrowly as necessary to comply with the law, and the remainder will continue to operate. By confirming a booking with Coulsdon Carpet Cleaners, you agree that these terms form part of the contract between you and us for the cleaning services requested.