Uxbridge Carpet Cleaners Service Terms and Conditions
These Terms and Conditions set out the basis on which Uxbridge Carpet Cleaners provides carpet cleaning and related fabric care services to residential and commercial customers in the UK. By making a booking, confirming an appointment, or allowing work to begin, the customer agrees to these terms. These conditions are intended to be clear, fair, and consistent with applicable UK consumer law. They apply to all standard cleaning services unless we agree otherwise in writing.
In these Terms, references to “we”, “us”, and “our” mean the cleaning service provider operating under the name Uxbridge Carpet Cleaners. References to “you” and “your” mean the customer, client, tenant, landlord, business representative, or any person authorised to book the service. If there is any conflict between these Terms and a written quotation or service confirmation, the written quotation or confirmation will normally take priority for the specific booking.
By using our carpet cleaning service, you confirm that you have read, understood, and accepted these terms. If you are booking on behalf of another person or organisation, you confirm that you have authority to do so. It is your responsibility to ensure that the person receiving the service is aware of any relevant requirements, restrictions, or risks connected to the property or the items being cleaned.
All bookings are subject to availability and are only accepted once we have confirmed them. A booking request may be made by phone, email, online form, or any other method we make available from time to time. A booking is not binding until we have issued confirmation, which may include the appointment date, an estimated arrival window, the type of cleaning requested, and any special conditions. We may decline a booking if the property, item, or service requested is unsuitable, unsafe, or outside our service scope.
Before attendance, you must provide accurate information about the nature of the work required. This includes the type of carpet or upholstery, approximate room sizes or item dimensions, any stains, prior treatments, access issues, parking restrictions, and any special cleaning concerns. If you fail to disclose important information, we may revise the quote, adjust the method used, or refuse to continue with the service if doing so is necessary for safety or to protect the item being cleaned. A carpet cleaning company can only price accurately when the information provided is truthful and complete.
Where a quotation is based on estimated measurements or photographs, the final price may change if the actual conditions differ from the information initially supplied. Any variation will be explained before additional work begins where reasonably possible. We reserve the right to charge for extra time, additional rooms, unusual soil levels, or specialist treatment required because of information that was omitted or inaccurate at booking. If we arrive and cannot proceed due to access problems or unsafe conditions, we may charge a call-out or abortive visit fee where permitted by law and disclosed in advance.
Appointment times are given as estimated arrival windows rather than exact times unless expressly stated otherwise. While we aim to arrive within the agreed period, delays can occur due to traffic, weather, earlier jobs running over, or circumstances beyond our reasonable control. If we expect a significant delay, we will try to notify you. You must ensure that an adult is present or otherwise available to grant access, approve the work, and confirm any site-specific instructions. If no one is available, we may be unable to complete the appointment and may charge for the wasted visit.
Our cleaning methods may involve hot water extraction, low-moisture cleaning, stain treatment, deodorising, grooming, or other suitable techniques depending on the fibre type and condition of the material. We use reasonable skill and care in selecting the method that we consider appropriate, but we do not guarantee complete removal of all stains, odours, wear marks, or pre-existing damage. Some contamination may be permanent or may reappear after drying due to wick-back, hidden residues, or prior improper treatment. A professional carpet cleaner will always aim for the best achievable result rather than an impossible guarantee.
You agree to remove fragile, valuable, or personal items from the areas to be cleaned before our arrival, unless we have specifically agreed to move them. Where we agree to move furniture or objects, we will do so only to the extent reasonably safe and practical. We are not responsible for damage to items that were unstable, poorly assembled, already damaged, or unsuitable to be moved. We may refuse to move very heavy, fixed, or hazardous items. Any pre-existing marks, defects, loose seams, frayed edges, colour loss, or hidden damage should be noted by you before cleaning begins if you want them recorded.
Payment terms will be stated in the booking confirmation or invoice. Unless otherwise agreed, payment is due on completion of the service on the same day, and may be required by card, bank transfer, cash, or any other method we accept. For commercial clients or larger contracts, we may require a deposit, payment in advance, or payment within a specified credit period. If a deposit is taken, it may be non-refundable to the extent that it covers reserved time, administration, or costs already incurred, subject always to consumer law.
All prices are quoted in pounds sterling and may be stated inclusive or exclusive of VAT depending on our current registration status and the way the quote is issued. If VAT applies, it will be made clear where required. Any extras requested on the day, such as additional rooms, stain protection, deep odour treatment, or specialised fabric care, will be charged at the applicable rate. We may suspend or refuse future services if previous invoices remain unpaid. Late payment may also result in recovery action and any reasonable administrative or legal costs permitted by law.
We reserve the right to correct obvious pricing errors. If a quotation contains a genuine mistake that a reasonable person would recognise as incorrect, we may withdraw or revise it before the work begins. However, nothing in these Terms limits your statutory rights in relation to unfair terms or misleading pricing practices. If you believe a charge is incorrect, you should raise it promptly so that we can review the matter in good faith. Any agreed refund, part-refund, or adjustment will normally be made using the original payment method where practicable.
Cancellations and rescheduling must be made as early as possible. If you need to cancel or change an appointment, please notify us promptly so that the slot can be reallocated. Unless a different policy is stated in your booking confirmation, we may charge a cancellation fee where short notice prevents us from offering the time to another customer or where we have already incurred costs. For consumer bookings, any fee will be fair, proportionate, and reflective of our actual loss or reasonable administrative expense.
If you are a consumer and booked online, by phone, or away from our business premises, you may have cancellation rights under UK consumer law, depending on the circumstances of the booking and whether the service has already begun. If you ask us to start work within the cancellation period, you may lose some or all of your right to cancel once the service is fully performed, or you may be charged proportionately for the work completed up to the point of cancellation. We will explain these rights where required by law.
We may cancel or reschedule an appointment if our staff is unavailable, if equipment fails, if access is unsafe, if weather or travel conditions make attendance impracticable, or if you fail to provide a safe working environment. In such cases, we will usually offer a new date or a refund of any prepaid amount for the affected service, except where the issue is caused by your breach of these Terms. We are not liable for loss caused by a reasonable postponement resulting from circumstances outside our control.
Our liability is limited to losses that are foreseeable and directly caused by our negligence, breach of contract, or failure to carry out the service with reasonable care and skill. We do not exclude liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot be excluded under UK law. Nothing in these Terms affects your statutory rights as a consumer.
We are not responsible for pre-existing damage, hidden defects, poor carpet installation, unstable fittings, colour migration, shrinkage caused by manufacturer defects, or deterioration due to age and wear. Certain fibres and dyes are inherently sensitive, and results can vary. We may conduct a small test area where appropriate, but test results cannot guarantee overall outcomes. You accept that some items may change in appearance during or after cleaning, particularly where previous cleaning, sunlight fading, or contamination has affected the fabric.
Our total liability for any individual claim arising from a service will normally be limited to the amount you paid for that specific service, except where a greater amount is required by law. We are not liable for indirect or consequential loss, such as loss of profit, loss of business, lost opportunity, or inconvenience, except where such limitation is prohibited. If you believe damage has occurred, you must notify us within a reasonable time and allow us the chance to inspect the issue before any remedial work is carried out by a third party.
We expect customers to comply with all relevant waste and environmental regulations. Any water, soil, sludge, packaging, or waste generated as part of the service will be handled in line with applicable UK requirements and reasonable environmental practice. We will dispose of waste responsibly and will not knowingly discharge pollutants into drains, watercourses, or other prohibited locations. Where specialist waste disposal is needed because of unusual contamination, biohazards, or restricted materials, additional charges may apply and may require prior approval.
You must tell us in advance if the property contains hazardous substances, infectious waste, asbestos, needles, sharp objects, pet waste, mould contamination, or any other material that could create a legal or health and safety issue. We may refuse to clean affected areas if doing so could breach waste regulations, environmental rules, or our internal safety procedures. If restricted waste is discovered during the service and the work must stop, you may still be charged for time spent and costs already incurred, subject to applicable law and fairness.
Any items removed from the property for disposal remain your responsibility unless we have expressly agreed in writing to remove them. We do not provide general rubbish removal unless this is part of the agreed service. Customers are responsible for ensuring that waste left for collection or disposal is lawful, appropriately segregated, and ready for handling. By booking our carpet cleaners service, you confirm that you will cooperate with any reasonable environmental or waste-handling instructions given on site.
Where the service involves access to your home, business premises, or rental property, you are responsible for ensuring that the area is reasonably safe and that utilities such as electricity and water are available unless we have agreed otherwise. You are also responsible for securing pets, advising us of alarms or access codes, and making sure the property is not exposed to risks that could affect the work. We may stop work if conditions are unsafe, if there is a risk of injury, or if continuing would likely damage the property or equipment.
Any complaints should be raised as soon as possible after the service is completed. Please provide enough detail for us to investigate, including the date of service, the affected area, and the nature of the issue. We may ask for photographs or a chance to revisit the property if appropriate. A complaint does not automatically entitle you to a refund unless the work was not carried out with reasonable care and skill or unless a refund is otherwise required by law. We will assess complaints fairly and aim to resolve them within a reasonable timeframe.
These Terms and Conditions are governed by the laws of England and Wales. If you live in Scotland or Northern Ireland, mandatory local consumer protections may also apply where relevant. Any dispute arising from or in connection with a booking, quotation, or service will be subject to the exclusive jurisdiction of the courts of England and Wales, except where consumer law gives you the right to bring proceedings elsewhere. If any part of these Terms is found to be invalid or unenforceable, the remaining provisions will continue in force.
