Carpetcleaning Acton Terms and Conditions

These Terms and Conditions set out the basis on which carpet and upholstery cleaning services are supplied by Carpetcleaning Acton to residential and commercial customers. By making a booking, confirming an order, or allowing work to begin, the customer agrees to be bound by these terms. They are intended to create clarity about the service process, payment, cancellation rights, responsibilities on site, and the limits of liability. Nothing in these terms affects any statutory rights that cannot be excluded under UK law.

For the purposes of these terms, references to “we”, “us”, and “our” mean the service provider, and references to “you” or “the customer” mean the individual or business placing the booking. These terms apply to all carpet cleaning services, including stain treatment, deodorising, upholstery cleaning, and related fabric care, unless a separate written agreement states otherwise. Where there is any conflict between a written quotation and these terms, the written quotation will prevail only to the extent of that specific conflict.

The customer should read these terms carefully before placing an order. In particular, some materials, stains, and floor coverings may respond differently to cleaning methods, and no cleaning service can guarantee complete removal of every mark, odour, or blemish. Carpetcleaning Acton uses professional methods and reasonable skill and care, but results depend on the age, condition, fibre type, prior treatment, and maintenance history of the item being cleaned.

Booking Process

A booking may be made by telephone, email, online form, written request, or any other method we make available from time to time. A booking is not confirmed until we accept it and, where required, receive any deposit or pre-authorisation requested at the time of order. We reserve the right to decline any booking at our discretion, including where the property condition, access arrangements, or requested service is unsuitable.

When making a booking, you must provide accurate and complete information, including the type and approximate size of the areas to be cleaned, access details, parking restrictions, any known stains or damage, and whether the surfaces have been treated with DIY products or professional chemicals. If the information supplied is incomplete or inaccurate, the quotation may be revised and the appointment time may need to be changed. Any estimate given before an inspection is based on the information you provide and is not a fixed price unless expressly stated as such.

We may request photos, floor plans, or additional details before confirming the service. This helps us allocate the correct equipment, staff, and time. If we arrive on site and find that the work differs materially from what was described, we may adjust the price, refuse part of the service, or reschedule the appointment. In such cases, any wasted attendance time may be chargeable where permitted by law and where the customer’s inaccurate description caused the issue.

If the work is to be carried out in a shared building, managed premises, or commercial property, the customer must obtain any necessary permissions, notify relevant persons, and ensure we may access the area at the agreed time. Delays caused by building management, security procedures, or lack of access are the customer’s responsibility. We may charge for additional waiting time if the delay is substantial or prevents completion of the planned work.

We aim to attend on the agreed date and within the agreed time window, but all times are approximate unless expressly guaranteed in writing. Traffic, weather, equipment issues, and prior job overruns may affect arrival times. We will use reasonable efforts to notify you of material delays. If a delay or postponement is caused by matters outside our control, this will not be treated as a breach of contract.

Payments, Deposits and Invoicing

Payment terms will be stated at the time of booking or on the quotation. Unless otherwise agreed, payment is due on completion of the service on the same day and may be made by bank transfer, card payment, or another accepted method. For certain bookings, particularly larger jobs or repeat commercial work, we may request a deposit or partial prepayment to secure the appointment.

All prices are quoted in pounds sterling and, unless stated otherwise, include labour and standard equipment use only. Additional charges may apply for parking, congestion-related costs, parking permits, specialist stain treatment, heavy soiling, exceptional access requirements, or extra services requested during the appointment. Any such charge will be explained before it is added where reasonably practicable. If VAT is applicable, this will be made clear in the quotation or invoice.

Late or non-payment may result in recovery action, reasonable debt collection costs where lawful, and suspension of future services. Title to any goods supplied, where applicable, does not pass until payment has been received in full. We may withdraw discounts or promotional pricing if the booking is amended in a way that no longer satisfies the offer conditions. You must raise any invoice query promptly and in good faith so it can be reviewed without delay.

You may cancel or reschedule a booking by giving notice as early as possible. If the cancellation occurs within a reasonable period before the appointment, no charge may apply. However, if you cancel at short notice, fail to provide access, or are not present when attendance is required, we may charge a cancellation fee or a call-out charge to cover lost time and travel costs, to the extent permitted by law and by the specific booking terms agreed.

If you wish to change the service, add extra rooms, substitute different items, or alter the date or time, we will consider the request subject to availability. Any change may affect the quoted price and estimated duration. We are not obliged to accept changes that would materially alter the nature of the job or require a different level of equipment, staffing, or drying time. Where changes are accepted, they will usually be confirmed in writing or by updated invoice.

If we need to cancel or reschedule, we will use reasonable efforts to inform you as soon as possible and to offer an alternative appointment where practical. We will not be liable for any indirect loss caused by a cancellation that results from events beyond our reasonable control, such as severe weather, equipment failure, accidents, staff illness, or supply interruptions. Your statutory rights remain unaffected where cancellation arises from our breach of contract.

Customer Responsibilities on Site

You must ensure that the property is reasonably prepared for cleaning. This includes moving fragile or valuable items, securing pets, and allowing access to water, electricity, and the areas to be cleaned. We may move light furniture at our discretion, but we are not required to move heavy, fixed, breakable, or hazardous items. Where furniture is moved, we will exercise reasonable care but cannot guarantee that all marks or indentations under furniture will be corrected.

You are responsible for informing us of any pre-existing damage, weak seams, loose fittings, colour instability, delicate dyes, water-sensitive materials, or repair issues before cleaning begins. If you do not tell us about such matters and damage occurs as a result of the item’s condition or hidden defect, we will not be responsible for the consequence except to the extent required by law. Any claims relating to pre-existing damage must be raised before work starts wherever possible.

We may refuse to clean items that are excessively fragile, contaminated, infested, contaminated by bodily fluids, or otherwise unsafe to handle. In such cases, we may recommend that specialist remedial services are arranged. The customer must also ensure that the work area is safe and free from obvious hazards. We may pause or stop work if conditions are unsafe, unsanitary, or inconsistent with acceptable working practice.

Carpetcleaning Acton will perform services with reasonable skill and care, using appropriate professional methods for the surface and condition involved. Nevertheless, cleaning outcomes vary. Some stains may permanently alter fibres or dyes, and some odours may remain due to substances absorbed beneath the visible surface. The customer acknowledges that cleaning is a remedial service, not a restoration guarantee, and that older or previously damaged items may improve only partially.

Drying times are estimates only. Factors such as ventilation, temperature, carpet thickness, and humidity can extend drying time. The customer should follow any aftercare instructions provided at the end of the appointment, including avoiding foot traffic until surfaces are suitably dry. We are not responsible for delayed drying caused by poor ventilation, concealed underlay moisture, or repeated use before the surface is ready.

We do not guarantee colour fastness, shrinkage prevention, or the elimination of all allergens, bacteria, or contaminants unless a specific service description expressly states otherwise. Where specialist cleaning agents are requested or required, the customer accepts that some odours or residues may remain temporarily. Any additional protective treatment, such as stain protection, will only be supplied if specifically purchased and may be subject to separate product limitations and manufacturer instructions.

Liability and Insurance

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 under UK law. Subject to that, our total liability for direct loss arising from any service failure will be limited to the amount paid or payable for the relevant service, unless a higher limit is required by law or agreed in writing.

We are not liable for indirect, incidental, special, or consequential losses, including loss of profit, loss of business, loss of opportunity, loss of anticipated savings, or reputational harm, unless such loss is directly caused by our breach and is recoverable under law. We are also not liable for damage resulting from pre-existing conditions, normal wear and tear, hidden defects, faulty installation, unsuitable materials, or the customer’s failure to disclose relevant information.

Where our negligence causes damage to property, we will assess the matter fairly and may, at our discretion, arrange repair, replacement, or a proportionate refund, taking account of the age, condition, and original value of the item. The customer must notify us of any alleged damage within a reasonable time after completion and must allow us a chance to inspect the issue before any third-party repair is instructed. Failure to do so may affect the claim.

Waste Regulations and Environmental Compliance

We are committed to handling waste in a lawful and responsible manner. Any waste produced during the course of service, including disposable cloths, contaminated materials, packaging, and residue collected from cleaning equipment, will be managed in line with applicable UK waste legislation and environmental requirements. We may segregate waste for recycling, general disposal, or specialist handling where needed.

The customer is responsible for removing personal rubbish, bulky waste, and hazardous items not directly related to the cleaning work before we arrive unless otherwise agreed. If we are asked to handle unusual, contaminated, or potentially hazardous waste, we may refuse, charge separately, or require prior written agreement. We do not accept responsibility for waste that the customer has concealed or failed to disclose, especially where it presents a risk to health, safety, or lawful disposal.

Where cleaning produces wastewater, the customer agrees that we may dispose of it using lawful methods and in accordance with site rules, drainage restrictions, and environmental best practice. We will not discharge waste in a way that is knowingly unlawful. If a property has particular disposal constraints, such as building management requirements or restricted drainage access, the customer must tell us in advance.

Any complaint about the service should be raised as soon as reasonably possible after completion, with sufficient detail to allow us to investigate. We may request photographs, inspection access, or further information. If a valid issue is identified, we may offer a return visit, partial re-clean, or other reasonable remedy. A complaint does not permit the customer to withhold payment for undisputed amounts unless the law allows it or we agree otherwise in writing.

We shall not be liable for failure or delay caused by events outside our reasonable control, including extreme weather, acts of God, fire, flood, industrial action, transport disruption, public emergency, utility failure, or government restrictions. If such an event continues for a significant period, either party may be entitled to suspend or terminate the affected booking on reasonable notice, subject to any accrued rights and charges for work already carried out.

These terms may be updated from time to time to reflect legal, operational, or commercial changes. The version in force at the time of booking will generally apply to that booking unless a later change is required by law. If any provision is found to be unlawful or unenforceable, the remaining provisions will continue in effect. No failure or delay in enforcing any right will operate as a waiver of that right.

Governing Law and Jurisdiction

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 parties agree that the courts of England and Wales shall have exclusive jurisdiction, except where mandatory consumer law provides otherwise. If you are entering into the contract as a consumer, your statutory rights under applicable consumer protection legislation remain in force.

By booking carpet cleaning services, upholstery cleaning, or related fabric care from us, you confirm that you have the authority to agree to these terms on behalf of yourself, your household, or your business, as relevant. You also confirm that the information you provide is accurate to the best of your knowledge and that you will cooperate reasonably to allow the service to be completed safely, lawfully, and with due care. These terms form the entire agreement between the parties in relation to the booked service unless varied in writing.

Carpetcleaning Acton thanks you for taking the time to review these service terms. They are designed to protect both the customer and the provider by setting clear expectations for professional carpet cleaning, fair payment, responsible waste handling, and practical limits on liability. If any point is unclear, it should be addressed before the appointment is confirmed so that the service can proceed on a clear and informed basis.