Eltham Carpet Cleaners Terms and Conditions

These terms and conditions set out the basis on which Eltham Carpet Cleaners provides domestic and commercial carpet cleaning, upholstery cleaning, rug care, stain treatment, and related specialist services. By making a booking, you agree to be bound by these terms. Please read them carefully before confirming any appointment. We aim to keep our service straightforward, transparent, and fair, while protecting both the customer and the company from misunderstandings. For the purposes of this document, references to we, us, and our mean Eltham Carpet Cleaners, and references to you or the customer mean the person booking or receiving the service.

These terms apply to all carpet cleaning services supplied by us unless we agree otherwise in writing. They should be read together with any quotation, invoice, booking confirmation, or written estimate issued before the service begins. If any part of these terms is found to be unlawful or unenforceable, the remaining provisions will continue in full force. Nothing in these terms affects your statutory rights as a consumer under UK law.

We reserve the right to update these terms from time to time. The version that applies to your booking will be the version in force at the time you confirm the appointment, unless a later version is required by law. Where a change is necessary for legal, operational, or safety reasons, we will use reasonable efforts to ensure the revised terms are made available before the service is delivered.

Booking Process

A booking is only confirmed once we have accepted your request and provided confirmation of the appointment details. A request for a quotation or availability check does not by itself create a binding contract. We may ask for information about the area to be cleaned, the type of carpet or fabric, access conditions, cleaning history, and any specific concerns such as stains, odours, or heavy soiling. You must provide accurate and complete information at the time of booking. If important details are omitted or incorrect, the final price, method, or appointment time may need to be amended.

The booking process may involve an estimated price based on the information supplied by you. Any estimate is given in good faith but is not fixed unless expressly stated. The final price may change if the actual service requirements differ from those described at booking, including differences in room size, furniture movement, fibre type, level of contamination, parking restrictions, access difficulties, or the need for additional treatments. We will normally explain any material change before work continues, where reasonably practicable.

You are responsible for ensuring that the property is ready for the service at the agreed time. This includes providing access, securing pets, moving fragile items where appropriate, and ensuring there is a safe working environment. If the operative cannot gain access, cannot work safely, or is materially delayed because the property is not ready, we may treat the visit as a failed appointment and charge a call-out or cancellation fee. We may also rearrange the booking at our discretion, subject to availability.

Payments and Charges

Unless otherwise agreed in writing, payment is due on completion of the service on the day of cleaning. We may accept cash, bank transfer, card payment, or another agreed payment method. All prices quoted are in pounds sterling and may be inclusive or exclusive of VAT depending on our current tax status; where relevant, this will be made clear on the quotation or invoice. Any additional work requested on site must be approved by you before we proceed, and it will be charged at the applicable rate.

If a deposit, booking fee, or advance payment is required, this will be stated at the time of booking. Deposits are normally non-refundable where we have reserved time and resources for your appointment, except where cancellation is made within a period that gives us a reasonable opportunity to reallocate the slot or where a refund is required by law. Late payment may result in administrative charges, recovery costs, or interest where permitted by legislation. We reserve the right to suspend future services until outstanding sums are paid in full.

We may charge extra where the property requires exceptional preparation, specialist equipment, additional labour, parking charges, waste disposal costs, or treatment beyond standard carpet cleaning. Any such charge will be based on reasonable commercial rates. If the customer requests a service that we consider unsafe, unsuitable, or outside our capability, we may decline to perform it and may still charge for the visit where time and resources have been expended.

Cancellations, Rescheduling, and No-Shows

You may cancel or reschedule a booking by giving reasonable notice. Unless we agree otherwise, cancellations made shortly before the appointment may incur a fee to cover lost time, travel planning, and staff allocation. If you cancel after we have already arrived or are en route, we may charge the full or partial amount of the booked service, depending on the circumstances. If you need to move your appointment, we will try to offer an alternative date, but availability cannot be guaranteed.

We may cancel or reschedule an appointment where weather, traffic disruption, safety concerns, equipment failure, staff illness, or other events outside our reasonable control prevent us from attending or completing the work. In such cases, we will use reasonable efforts to notify you as early as possible and offer another appointment. Our liability for cancellation caused by events beyond our control is limited to refunding any sum paid for the cancelled portion of the service, unless the law requires otherwise.

If you fail to provide access or are not present when required, or if the property is not in a condition that allows us to work safely and effectively, the appointment may be treated as a no-show. In those circumstances, we may charge a missed-appointment fee or the full agreed price where appropriate. Repeated short-notice cancellations or no-shows may result in refusal of future bookings.

Service Standards and Customer Responsibilities

We will carry out our work with reasonable care and skill, using methods and products that we consider appropriate for the materials and conditions present. Carpet cleaning results can vary depending on fibre type, age, wear, previous treatment, stains, environmental conditions, and how the carpet has been maintained. We do not guarantee complete removal of all stains, odours, marks, or embedded debris, particularly where damage has already occurred or where contamination has set deeply into the fibres.

You must tell us before cleaning begins about any known defects, fragile areas, colour loss, existing damage, prior repairs, or special manufacturer instructions. Failure to do so may affect the result and may also limit our ability to accept responsibility for any later complaint. We may refuse to clean items that are unsuitable, excessively worn, contaminated, wet, heavily damaged, or likely to deteriorate further during the process. Where relevant, you should retain any care labels or product information to help us choose the safest method.

Where furniture is moved as part of the service, it is done at your request and subject to risk assessment. We are not obliged to move heavy, unstable, antique, high-value, or fixed items, nor items containing electronics, liquids, sharp objects, or breakables. If you ask us to move items, you confirm that doing so is safe and that you accept normal wear risks associated with the movement of household furnishings. We may decline to proceed if the item appears unsafe to move.

Waste Regulations and Environmental Handling

Any waste generated during the provision of our carpet cleaning services will be handled in accordance with applicable UK waste laws and environmental obligations. This may include used packaging, disposable cloths, residue removed from carpets, or contaminated materials that must be collected and disposed of responsibly. We will not knowingly dispose of waste in a manner that breaches legal requirements or local environmental rules. Where specialist disposal is needed, you agree to cooperate with reasonable instructions or charges associated with lawful handling.

If a service produces wastewater, chemical residue, or other material that must not enter inappropriate drainage systems, we will use proportionate measures to contain, collect, and dispose of it safely. You must ensure we have access to suitable facilities where necessary and that any permission needed to use them has been obtained. We are entitled to decline any request that would require illegal dumping, unsafe disposal, or handling of restricted substances without proper control.

The customer is responsible for informing us about any hazardous substances, contamination, bodily fluids, mould, sewage, sharps, or biohazard risks before the service begins. If such material is discovered during the job and was not disclosed beforehand, we may stop work immediately and remove our team from the premises. Additional charges may apply if specialist containment, disposal, or decontamination measures are required. We are not a waste carrier for regulated hazardous waste unless we have expressly agreed to act in that capacity and are legally permitted to do so.

Liability and Limitations

Nothing in these terms excludes or limits liability for death or personal injury caused by our negligence, fraud, fraudulent misrepresentation, or any other liability that cannot be excluded under UK law. Subject to that, we will not be liable for indirect or consequential loss, loss of profit, loss of enjoyment, business interruption, or any loss that was not reasonably foreseeable at the time of booking. Our responsibility is limited to the direct loss or damage caused by our proven negligence, subject to the rest of this clause.

Before cleaning, you should remove or protect any valuables, sentimental items, cash, jewellery, documents, electronics, and fragile possessions from the work area. We will not accept liability for pre-existing damage, hidden defects, wear and tear, fading, fibre distortion, or deterioration caused by the natural condition of the material. Some cleaning solutions may slightly alter appearance, pile direction, or texture, particularly on older or delicate carpets. We will use reasonable care, but this does not amount to a guarantee of a perfect or identical finish.

If you believe damage has occurred, you must notify us within a reasonable time after completion and provide clear information, photographs, and access for inspection if requested. We may need the opportunity to assess the issue before any repair, correction, or compensation is considered. Where liability is accepted, our choice may be to re-clean, repair, replace, or offer a refund for the affected part of the service, subject to the legal rights available to you. Our total liability for any claim arising from a booking shall not exceed the amount paid or payable for the specific service giving rise to the claim, except where the law requires a different limit.

Complaints, Force Majeure, and General Provisions

If you are unhappy with any aspect of the service, you should notify us as soon as reasonably possible so we can investigate. We may ask for supporting evidence and a chance to revisit the property if appropriate. Any complaint will be handled in a fair and proportionate manner. The existence of a complaint does not entitle you to withhold payment for uncontested work unless required by law or agreed by us in writing.

We are not liable for failure or delay in performing our obligations where the cause is outside our reasonable control. This includes, without limitation, severe weather, accidents, road closures, strikes, power failures, supply issues, public health restrictions, fire, flooding, or acts of third parties. If such an event continues for an extended period, either party may cancel the affected booking, and any refund will be limited to amounts paid for work not carried out.

These terms are governed by the laws of England and Wales, and any dispute relating to them, the services, or any booking with Eltham Carpet Cleaners shall be subject to the exclusive jurisdiction of the courts of England and Wales. If any term is unenforceable, the remainder shall continue in effect. No failure or delay by us in enforcing any right shall operate as a waiver of that right. These terms represent the entire agreement between the parties in relation to the booking unless we agree a written variation.