Terms and Conditions for Chislehurst Carpet Cleaners

These Terms and Conditions set out the basis on which Chislehurst Carpet Cleaners provides domestic and commercial carpet cleaning, upholstery cleaning, stain treatment, and related cleaning services in the UK. By making a booking, you agree to be bound by these terms. If you do not accept them, you should not proceed with a booking or permit work to begin.

These terms are designed to be clear, fair, and legally practical. They explain how bookings are accepted, how payments are handled, when cancellations may apply, what limits exist on liability, and how waste and disposal matters are managed. They also confirm the governing law that applies to the agreement between you and us.

In these Terms and Conditions, references to “we,” “us,” and “our” mean Chislehurst Carpet Cleaners. References to “you” and “your” mean the person, business, landlord, tenant, or other customer who makes the booking or receives the service.

1. Booking process

Bookings may be made by phone, email, online form, or any other method we make available from time to time. A booking is not confirmed until we have accepted the request and provided a date, time window, or service arrangement. We may ask for details about the property, floor type, cleaning requirements, parking access, and any known stains, damage, or special conditions before confirming the appointment.

It is your responsibility to provide accurate and complete information at the time of booking. If the information you provide is incorrect or incomplete, the service may take longer than expected, require different equipment or products, or be unsuitable for the quoted price. Where a quotation has been based on incorrect information, we may revise the price or decline to proceed if the job is no longer suitable.

We reserve the right to refuse or cancel a booking where we reasonably believe the service cannot be carried out safely, lawfully, or effectively. This may include situations involving inaccessible areas, unsafe conditions, excessive contamination, pest activity, mould, asbestos risk, or any circumstance that presents a health and safety concern.

Any estimated arrival time is an estimate only and not a guarantee. While we will make reasonable efforts to attend at the agreed time, delays may occur due to traffic, weather, equipment issues, previous job overruns, or circumstances beyond our control. We will usually try to notify you where a significant delay is expected.

Access to the property must be provided at the agreed time. If we are unable to gain access, the appointment may be treated as a late cancellation or failed visit, and a charge may apply. You should also ensure that the relevant rooms, items, and work areas are ready for cleaning before we arrive.

2. Pricing and payments

Prices may be provided as an estimate, fixed quotation, or call-out based price depending on the nature of the work. Unless stated otherwise, all prices are quoted in pounds sterling and may be subject to VAT where applicable. Any quotation is based on the information available at the time and may change if the scope of work changes after inspection.

Additional charges may apply where extra time, specialist treatment, heavy contamination, furniture moving, parking costs, or out-of-hours attendance is required. If a price needs to be amended, we will aim to tell you before continuing with the work. Carpet cleaning services involving unexpected issues, such as permanent staining or pre-existing wear, may not qualify for a price adjustment if the issue does not affect the agreed cleaning process.

Payment is due immediately upon completion unless we have agreed different terms in writing before the service takes place. We may accept cash, bank transfer, card payment, or other payment methods made available by us. Where an invoice is issued, payment must be made by the due date shown on the invoice. Late payment may result in recovery action and any reasonable costs incurred.

3. Cancellations and rescheduling

You may cancel or reschedule a booking by giving us reasonable notice. Unless otherwise agreed, cancellations made at short notice may incur a charge to cover lost time, travel, and preparation. The amount charged may depend on how much notice is given and whether materials or staff have already been committed to the appointment.

If you cancel after we have already arrived at the property, or if the work cannot proceed because access is not available, we may charge a failed visit fee or a proportion of the quoted service price. This is especially relevant where equipment has been unloaded, staff time has been reserved, or specialist products have been prepared specifically for your appointment.

We also reserve the right to reschedule or cancel an appointment if necessary due to illness, safety issues, adverse weather, equipment failure, or other circumstances beyond our reasonable control. If we cancel and cannot offer an alternative suitable time, any prepayment received for the affected service will normally be refunded for the cancelled portion only, unless the law requires otherwise.

4. Customer responsibilities

You must ensure that the property is reasonably prepared for cleaning. This includes removing fragile items, securing valuables, advising us of hidden hazards, and ensuring that furniture or obstacles do not prevent access. Where heavy furniture is to be moved, this must be agreed in advance and may be limited by weight, size, or risk of damage.

You should also tell us about any sensitive surfaces, existing damage, loose fittings, dye instability, underfloor heating, or special manufacturer instructions. Some materials may require patch testing or may not be suitable for standard carpet cleaning methods. If you choose to withhold important information, we will not be responsible for issues that arise as a result.

You remain responsible for children, pets, visitors, and any persons present during the service. We may request that the work area is kept clear while cleaning is in progress. If we believe the environment is unsafe or unsuitable to continue, we may pause or stop the work until the issue is resolved.

5. Liability and limitations

We will carry out services with reasonable skill and care. However, cleaning services involve natural variation depending on fibre type, age, previous treatment, wear, staining, and environmental conditions. We do not guarantee complete stain removal, restoration to a like-new condition, or the removal of all odours, allergens, or marks where this is not reasonably possible.

To the fullest extent permitted by law, we are not liable for indirect or consequential losses, loss of profits, loss of business, or any loss arising from delays outside our control. 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 lawfully be excluded.

If we are found liable for any claim arising from the service, our total liability will normally be limited to the amount paid, or payable, for the specific service giving rise to the claim, except where the law requires a different result. You must notify us of any alleged problem within a reasonable time after the service is completed.

6. Waste regulations and disposal

We comply with applicable UK waste and environmental rules when removing disposable waste, dirty water, used materials, and other residues generated by our work. Any waste we take away in the course of providing the service will be handled responsibly and disposed of in accordance with relevant legal requirements and best environmental practice.

You are responsible for informing us about any unusual waste, hazardous substances, biological contamination, sharps, broken glass, chemical spills, or materials that may require specialist handling. We do not remove waste that we reasonably believe is hazardous, unlawful to transport, or outside the scope of ordinary cleaning services unless prior written arrangements have been made and the appropriate controls are in place.

Where waste must remain on site, you agree to store and dispose of it lawfully. You must not ask us to handle waste in a way that breaches environmental, health and safety, or local authority requirements. If additional disposal measures are needed because of contamination or unusually heavy soiling, extra charges may apply.

7. Materials, equipment, and service conditions

We will supply the cleaning equipment and products we consider suitable for the job unless otherwise agreed. In some cases, specialist chemicals or methods may be required to achieve the best possible result. All treatments are subject to the condition of the item, the manufacturer’s instructions, and the practical limits of cleaning chemistry and machinery.

Drying times can vary significantly depending on fabric type, airflow, room temperature, humidity, and the amount of soiling present. We do not accept responsibility for inconvenience caused by normal drying time, provided the service has been carried out correctly. You should avoid walking on cleaned areas until they are sufficiently dry, and you should follow any aftercare advice we reasonably provide.

Where furniture, fittings, or fixtures need to be moved by us, this will be done only where it is safe and reasonable to do so. We are not obliged to move items that are too heavy, too valuable, structurally fragile, or likely to cause damage. You should remove personal items from surfaces and from around the cleaning area before the appointment begins.

8. Complaints and rectification

If you are unhappy with any aspect of the service, you should notify us as soon as reasonably possible so that we may assess the issue. We may request photographs, access to the affected area, or an opportunity to return and inspect the result. This helps us determine whether the matter is eligible for correction, further treatment, or no further action.

Where a complaint is justified, our preferred approach is to return and re-clean the affected area, subject to the limitations of the material and the nature of the issue. A refund, partial refund, or other remedy may be offered only where appropriate and where re-attendance is not practical or would not be effective. The existence of wear, pre-existing marks, or unreasonable expectations does not automatically create a valid complaint.

Any attempt to carry out third-party cleaning, repair, or treatment after our service may affect the condition of the item and may limit our ability to assess the original issue. For that reason, you should allow us a reasonable chance to inspect and, where appropriate, rectify the matter before making alternative arrangements.

9. Personal data and communications

We will use your personal information only for legitimate business purposes connected with the booking, provision, invoicing, and administration of the service, and in accordance with applicable data protection law. We may contact you by phone, text, or email to confirm appointments, discuss service details, request access information, or resolve payment matters.

Communication records may be retained for bookkeeping, dispute resolution, and compliance purposes for a reasonable period. You should ensure that the contact details you provide are accurate and up to date. We are not responsible for missed communications caused by incorrect contact information or issues with third-party networks or platforms.

We may also keep internal service notes to help us understand site conditions, access requirements, and relevant treatment history for future visits. These notes are used only for business administration and service quality purposes within the limits of the law.

10. Governing law

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. This applies whether the booking is made by a consumer or a business, unless mandatory legal rules provide otherwise.

The courts of England and Wales shall have exclusive jurisdiction over any dispute, claim, or matter arising from or relating to these terms or the services we provide, except where consumer law gives you the right to bring proceedings elsewhere. If any part of these terms is found to be unenforceable, the remaining provisions will continue in full force.

By booking with Chislehurst Carpet Cleaners, you confirm that you have read, understood, and agreed to these Terms and Conditions. They form the basis of the contract between you and us for the provision of our cleaning services.