Terms and Conditions for Wandsworth Carpet Cleaners

These Terms and Conditions set out the basis on which Wandsworth Carpet Cleaners provides carpet and upholstery cleaning services to residential and commercial customers in the UK. By making a booking, confirming an appointment, or allowing our technicians to begin work, you agree to be bound by the terms below. Please read them carefully before arranging any carpet cleaning service, as they explain how bookings are made, how payments are handled, when cancellations may apply, the limits of our liability, and the rules that govern disposal of waste and cleaning residues.

In these terms, references to “we”, “us”, and “our” mean Wandsworth Carpet Cleaners, and references to “you” or “the customer” mean the person or business placing the booking or receiving the service. These terms apply to all carpet, rug, upholstery, and associated cleaning work arranged through our service, whether carried out as a one-off job or as part of a recurring cleaning arrangement. If any part of these terms is found to be invalid or unenforceable, the remaining provisions will continue to apply in full.

We may update these terms from time to time to reflect changes in law, industry practice, or the way our services operate. The version in force at the time of your booking will normally apply to that booking unless a later version is required by law. Any additional written agreement, quotation, or service note may supplement these terms, but it will not replace them unless expressly stated in writing. If there is any conflict between a quotation and these terms, the quotation will govern only for the specific point in dispute and only if it has been agreed in writing.

Booking process
All bookings are subject to availability and acceptance by us. A booking request may be made by phone, email, online form, or other agreed method. When you submit a request, you must provide accurate information about the property, the items to be cleaned, the condition of the fabrics or carpets, access arrangements, and any known stains, damage, or special requirements. We rely on this information when preparing a quotation and scheduling the service. If the information you provide is incomplete or incorrect, we may revise the quotation, adjust the appointment, or decline to proceed.

A booking is only confirmed once we have accepted it and, where requested, received any deposit, pre-authorisation, or written confirmation from you. A quotation is an estimate based on the information available at the time and is not a fixed offer unless expressly labelled as fixed. We reserve the right to revise the price if the actual work differs from the description provided at the time of booking, for example where rooms are larger than stated, items require additional treatment, or access conditions cause extra labour or time. Any change to the appointment time will be communicated as soon as reasonably practicable.

Our team will aim to arrive within the scheduled time window, but all times are approximate. Delays may occur due to traffic, weather, equipment issues, or circumstances beyond our reasonable control. If we need to reschedule, we will make reasonable efforts to offer the earliest suitable alternative. You must ensure that someone over 18 is present to authorise the work, provide access, and confirm any on-site decisions, unless alternative arrangements have been agreed in advance. If access is not available, the appointment may be treated as a late cancellation or failed visit.

Payments and pricing
Prices are normally quoted in pounds sterling and may be subject to VAT where applicable. Unless a fixed price has been agreed in writing, our charges are based on the scope of work, the size and condition of the area to be cleaned, the methods used, and any specialist products or equipment required. Additional fees may apply for heavily soiled items, stain removal, after-hours appointments, parking restrictions, long carry distances, or work that extends beyond the original booking. We will explain such charges where reasonably possible before continuing.

Payment is due upon completion of the service unless we have agreed different terms in writing. We may accept bank transfer, card payment, or other approved methods. If payment is not made when due, we reserve the right to charge interest on overdue sums at the statutory rate permitted under UK law, together with reasonable recovery costs. For business customers, the Late Payment of Commercial Debts (Interest) Act 1998 may apply where relevant. Any deposit paid to secure a booking may be non-refundable to the extent permitted by law, especially where we have reserved time and resources specifically for your appointment.

Discounts, vouchers, or promotional pricing are offered at our discretion and may be withdrawn or changed without notice, subject to any rights already granted for a confirmed booking. Promotions are not usually transferable or redeemable for cash. If a customer requests additional work during the appointment, we may provide a revised quote before proceeding. By asking us to continue, you confirm that you accept the updated price. If payment is made by a third party, you remain responsible for ensuring that the full amount is settled unless we have expressly agreed otherwise.

Cancellations, postponements, and refunds
You may cancel or reschedule a booking by giving us reasonable notice. Unless otherwise agreed in writing, cancellations made with at least 48 hours’ notice will normally not incur a charge. If you cancel with less than 48 hours’ notice, we may retain any deposit and/or charge a cancellation fee to reflect reserved time, staffing, and administrative costs. If the cancellation occurs after our technicians have already travelled to the property, an additional call-out charge may apply. The exact amount will be fair and proportionate to the circumstances.

If we need to cancel due to illness, equipment failure, unsafe conditions, or events beyond our control, we will offer to rearrange the appointment or, where appropriate, refund any prepaid amount for the cancelled element of the service. Refunds are not generally available for work already completed, except where required by law or where we have failed to provide the service with reasonable care and skill. If you believe that a refund is due, you must notify us promptly and provide reasonable details of the issue so that we can investigate.

We may also cancel or suspend services if you fail to provide access, if the site is unsafe, if there is a risk to our staff or equipment, if you request work that is unlawful or inappropriate, or if you do not disclose material information that affects the service. In such cases, you may remain responsible for any costs reasonably incurred. We encourage customers to check their booking details carefully, especially addresses, parking arrangements, and the list of items to be cleaned, so that avoidable charges are minimised.

Customer responsibilities
You are responsible for ensuring that the premises are reasonably prepared for cleaning. This includes removing fragile items, valuables, and personal belongings from the work area, securing pets, and ensuring that there is safe access to water, electricity, and the relevant rooms. We may move light furniture at our discretion, but we are not obliged to move heavy, fixed, or dangerous items unless specifically agreed. You should also notify us of any pre-existing damage, loose seams, weakened fabric, dye sensitivity, water pressure issues, or other conditions that may affect the outcome.

You must ensure that the surface to be cleaned is suitable for the proposed treatment. Certain materials, such as delicate natural fibres, aged fabrics, or poorly fitted carpets, may require special handling or may not be suitable for deep cleaning. If we identify a risk of damage, we may refuse to clean the item, change the method used, or ask for written approval before proceeding. Our acceptance of a booking does not guarantee that every stain can be removed or that every item can be restored to a like-new condition. Results may vary depending on age, wear, previous cleaning history, and fibre type.

Waste regulations and environmental compliance
We aim to carry out all work in compliance with applicable UK waste and environmental regulations, including proper handling of wastewater, residues, packaging, and used consumables. Any dirty water, used cloths, or spent materials generated during the service will be managed responsibly and, where necessary, disposed of in accordance with legal requirements and best practice. We will not knowingly discharge waste in a manner that creates pollution, blockage, or nuisance. If the service requires removal of waste from the premises, this will only be done where lawful and within the scope of the booking.

Where we use specialist cleaning agents, we will take reasonable care to select products that are appropriate for the task and to follow manufacturer guidance. However, you are responsible for telling us about allergies, sensitivities, or any restrictions on the use of particular chemicals. We do not accept responsibility for waste introduced by the customer, such as contaminated water or hazardous materials, unless we have expressly agreed to handle it and are legally permitted to do so. The customer must not ask us to dispose of prohibited, toxic, or regulated waste in a way that would breach environmental law.

Liability and limitations
We will perform our services with reasonable care and skill. If we fail to do so, our liability will be limited to the cost of re-performing the relevant service or, where re-performance is not appropriate, a reasonable refund of the affected portion of the fee. Nothing in these terms limits or excludes liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot be excluded under UK law. These terms are intended to allocate commercial risk fairly and lawfully between us and the customer.

We are not liable for pre-existing damage, wear and tear, permanent staining, dye bleed, shrinkage, colour loss, fibre distortion, or structural weakness in carpets, rugs, or upholstery unless directly caused by our negligence. We will not be responsible for indirect or consequential loss, including loss of profit, loss of business, or loss of opportunity, except where such exclusion is not permitted by law. If you are a consumer, your statutory rights remain unaffected. If you are a business customer, you acknowledge that any business interruption arising from the service is your responsibility unless caused by our proven breach of contract.

Inspection, complaints, and remedial work
Any concerns about the service should be raised as soon as reasonably possible after completion. Because carpets and upholstery may continue drying for some time, certain issues can only be assessed accurately once the area is fully dry. Where a complaint is made, we may ask for photographs, a description of the concern, and an opportunity to inspect the relevant item. If the issue results from our error and can reasonably be remedied, we may offer a return visit, adjustment, or other appropriate solution.

If you or a third party alters, re-cleans, or attempts to treat the cleaned area before we have had the opportunity to inspect a complaint, this may affect our ability to assess liability and may reduce or remove any remedy we can offer. Our willingness to consider a complaint does not mean that we accept fault. Nothing in this section affects your legal rights under the Consumer Rights Act 2015 where those rights apply. We aim to resolve issues fairly and efficiently, but any resolution will be based on the facts, the agreed scope of work, and the condition of the items before cleaning.

Health, safety, and access
We reserve the right to stop or postpone work if conditions are unsafe or if continuing would place staff, customers, or property at risk. This includes, without limitation, exposure to hazardous substances, aggressive behaviour, unsafe wiring, flooding, severe soiling, or insufficient ventilation. You must inform us of any hidden hazards before the appointment. If our team is unable to complete the service for safety reasons, you may be charged for work already carried out and for reasonable travel or preparation costs where lawful.

Force majeure and governing law
We are not responsible for failure or delay caused by events beyond our reasonable control, including severe weather, transport disruption, industrial action, utility failures, accidents, government restrictions, or emergency situations. In such cases, performance of the affected obligations may be suspended for the duration of the event. If the event continues for an extended period, either party may be entitled to cancel the affected booking on reasonable notice, with any payments handled fairly according to the work completed and costs incurred.

These terms and any dispute or claim arising from them, or from the provision of our services, 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 over any dispute, subject to any mandatory consumer protection rules that apply to you if you are acting as a consumer. If a specific statutory provision provides a different forum or procedure, that provision will apply to the extent required by law.

General provisions
Any waiver of a term must be in writing and should not be treated as a permanent waiver of that term in the future. You may not assign or transfer your rights or obligations under these terms without our written consent, but we may assign or subcontract part of the service where reasonably necessary to deliver the booking. Headings are for convenience only and do not affect interpretation. These terms constitute the full agreement between the parties in relation to the booking, except where a separate written contract states otherwise. By proceeding with a booking, you confirm that you have read, understood, and agreed to these Terms and Conditions for Wandsworth carpet cleaners and the service standards they set out.