Terms and Conditions for Carpetcleaning Twickenham
These Terms and Conditions set out the basis on which Carpetcleaning Twickenham provides domestic and commercial carpet and upholstery cleaning services. By making a booking, the customer agrees to be bound by these terms. Please read them carefully before confirming any appointment. If anything in these terms is unclear, it is the customer’s responsibility to ask for clarification before the service begins. These terms apply to all standard and specialist cleaning services supplied under the Carpetcleaning Twickenham name, whether booked online, by phone, or by any other agreed method.
For the purposes of these terms, “we”, “us”, and “our” refer to the service provider, while “you” and “your” refer to the customer receiving the service. A service may include carpet cleaning, stain treatment, upholstery cleaning, rug care, and related cleaning tasks agreed in advance. Any quotation, estimate, or description of work is provided on the understanding that the details supplied by the customer are accurate and complete. If the actual condition of the items differs from what was described at booking, additional charges, delays, or limitations in service may apply.
We reserve the right to decline or withdraw service where the property conditions, item condition, access arrangements, or requested work create a risk to staff, equipment, or results that cannot reasonably be managed. Nothing in these terms affects your statutory rights as a consumer under applicable UK law. These conditions are intended to be fair, transparent, and consistent with the normal operation of a professional cleaning service, while allowing both parties to understand their responsibilities clearly.
Booking Process
Bookings are accepted subject to availability and confirmation by us. A booking is not final until we have acknowledged the request and, where required, received any deposit or advance payment. The customer must provide accurate information about the size, type, and condition of the area or items to be cleaned, any access restrictions, parking limitations, and any known issues such as heavy staining, pet contamination, or prior treatments. This information helps us allocate suitable time, staff, and equipment for the appointment.
When a quotation is given, it is based on the information supplied at the time of enquiry. If additional areas, item types, or cleaning tasks are added after the booking is confirmed, we may revise the price and service duration accordingly. The final amount may also change if we discover that the work is more complex than originally described. In such cases, we will normally explain the adjustment before continuing, and the customer may choose whether to proceed.
The customer should ensure that the site is reasonably ready for the appointment, including access to the cleaning area, permission to enter where needed, and removal of small personal items where practical. We may need sufficient water, electricity, and space to operate equipment safely. If access is not available at the agreed time, or if the property is not adequately prepared, we may treat this as a late cancellation or a wasted attendance charge may apply. Any changes to the booking should be requested as early as possible.
Payments and Charges
Unless otherwise agreed in writing, payment is due on completion of the service on the same day. We may accept card payment, bank transfer, cash, or other approved methods. Where a deposit is requested, it secures the appointment and may be non-refundable in accordance with the cancellation terms below. Prices are usually stated inclusive of labour and standard materials, but special products, parking charges, congestion-related costs, or extra labour may be charged separately if they are required and reasonable.
Any estimate given before attendance is not a fixed offer unless expressly stated. The final invoice may reflect the true scope of the work carried out, including additional treatments agreed with the customer on site. If payment is delayed, we may suspend further services, withhold any non-essential follow-up, or charge reasonable costs arising from late payment to the extent permitted by law. Ownership of any goods supplied remains with us until payment has been received in full where permitted by applicable law.
Where the customer is a business or acts on behalf of a business, invoices must be paid by the due date shown, and any dispute about part of an invoice does not excuse payment of the undisputed balance. We may amend prices from time to time to reflect changes in operating costs, supply costs, or legal obligations, but confirmed bookings are normally charged at the agreed rate unless the customer requests material changes to the original scope.
Cancellations, Rearrangements, and Missed Appointments
The customer may cancel or rearrange a booking by giving reasonable notice. For standard appointments, notice of at least 24 hours is preferred, and shorter notice may result in a cancellation fee or loss of deposit where a team has been reserved for the slot. The exact charge will depend on the timing of the cancellation, the time reserved, and any costs already incurred in preparing for attendance. We aim to act fairly and proportionately in all cancellation decisions.
If we need to cancel or reschedule due to illness, equipment failure, safety issues, severe weather, or circumstances beyond our reasonable control, we will offer an alternative date or, where appropriate, a refund of any advance payment made for the cancelled element of the service. We are not liable for any inconvenience, indirect loss, or missed arrangements caused by a cancellation or reschedule, provided we have acted reasonably and notified the customer as soon as practicable.
If our team arrives at the property but cannot start or complete the work because access is denied, keys or entry codes are unavailable, utilities are off, the area is unsafe, or the customer is absent without notice where attendance is required, the appointment may be treated as a wasted visit and charged accordingly. Repeated short-notice changes or missed appointments may require advance payment for future bookings. This helps us manage scheduling fairly for all customers.
Service Standards and Customer Responsibilities
We will carry out the work with reasonable care and skill, using methods we consider suitable for the fabric, condition, and type of material being cleaned. However, cleaning outcomes can vary depending on age, wear, fibre type, previous treatments, dye stability, and the presence of hidden contamination. No service can guarantee complete removal of all marks, stains, odours, or damage, especially where the item has pre-existing deterioration or where a stain has permanently altered the material.
The customer is responsible for informing us in advance of any known issues that may affect the cleaning process, including fragile materials, colour loss, prior cleaning attempts, water sensitivity, moth damage, electrical hazards, or health and safety concerns. Items left in the area should be removed where practical before the appointment. We may move light furniture where safe to do so, but heavy, fixed, or delicate items may need to remain in place. Any decision to move items is made at our discretion, and we are not responsible for pre-existing instability or hidden defects.
Where the service includes treatment of stains, we may test products in a discreet area first. Some marks may improve only partially, may resurface after drying, or may react unpredictably to prior chemicals or DIY products. The customer accepts that colour change, pile distortion, shrinkage, watermarking, or other material reactions may occur in rare cases despite reasonable care, particularly where the material is old, weakened, or unsuitable for wet cleaning. We will use reasonable skill to reduce such risks, but cannot eliminate them completely.
Liability and Limitations
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 limited under UK law. Subject to that, we shall not be liable for indirect, special, or consequential losses, including loss of profit, loss of business, loss of enjoyment, or loss of opportunity arising from the service or from any delay in performing it. Our total liability in relation to any single booking will be limited to the amount paid for the relevant service, except where a different limit is required by law.
We are not responsible for pre-existing damage, hidden defects, worn fibres, poor previous repairs, fading, permanent staining, or issues caused by unsuitable materials. If the customer requests a method or product against our advice, any resulting damage may be excluded from our liability to the extent allowed by law. Likewise, where the customer provides instructions that affect the outcome, or where access restrictions prevent proper equipment use, we cannot accept responsibility for any reduced result arising from those limitations.
Claims relating to damage or loss should be raised as soon as reasonably possible and, in any event, within a reasonable time after the service. The customer should allow us an opportunity to inspect the issue, and where appropriate, to return and assess the concern before any third-party repairs are arranged. We may require photographs, proof of ownership, and other reasonable evidence to assess a claim. Any remedy, where justified, may be limited to re-cleaning, repair, replacement, or a refund at our discretion, subject to legal requirements.
Waste Regulations and Environmental Handling
We comply with applicable UK waste handling rules and expect customers to cooperate with lawful disposal arrangements where relevant. Normal cleaning residue, wastewater, and used consumables are managed in a responsible manner and should not be disposed of by the customer unless we expressly agree otherwise. We will not knowingly dispose of hazardous waste in an unlawful way, and we may refuse to handle items, contaminants, or substances that require specialist licensing, containment, or disposal procedures beyond the scope of a standard carpet cleaning service.
If the property contains soiled materials, biological contamination, excessive pet waste, or other waste streams that fall outside ordinary cleaning, the customer must disclose this before booking. Additional controls, specialist equipment, or external disposal arrangements may be necessary, and extra charges may apply. Where the waste presents a health, safety, or legal issue, we may suspend the work until the situation is resolved. We are entitled to refuse any task that would place us in breach of waste, environmental, or health and safety obligations.
The customer must not ask us to dispose of prohibited, controlled, or dangerous items as part of a standard cleaning appointment unless we have expressly agreed a lawful method and any required permissions are in place. Where goods, packaging, or removed materials are left behind after the service, we may remove and dispose of them only if this has been agreed in advance. Any environmental claims we make are limited to what is reasonable and verifiable and should not be interpreted as a guarantee of specific ecological outcomes unless expressly stated in writing.
Complaints, Force Majeure, and Governing Law
If you are dissatisfied with any aspect of the service, you should notify us promptly so that we can investigate and, where appropriate, take corrective action. We will consider complaints in good faith and seek a fair outcome based on the circumstances, the information available, and the nature of the issue raised. A complaint should be made within a reasonable time after the service so that the matter can be assessed properly.
We will not be liable for any failure or delay in performance caused by events beyond our reasonable control, including but not limited to severe weather, transport disruption, fire, flood, power failure, industrial action, government restriction, or supply interruption. In such cases, our obligations may be suspended for the period of the event, and we will resume service as soon as reasonably practicable. If the event continues for an extended period, either party may be entitled to cancel the affected booking without liability, except for sums already due for work completed.
These Terms and Conditions are governed by and construed in accordance with the laws of England and Wales. Any dispute arising from or connected with them shall be subject to the exclusive jurisdiction of the courts of England and Wales, except where consumer law provides otherwise. If any part of these terms is found to be unenforceable, the remaining provisions will continue in full force. These terms represent the entire agreement between the parties in relation to the booking and replace any prior oral or written statements to the extent permitted by law.
