Cheam Carpet Cleaners Terms and Conditions

These Terms and Conditions set out the basis on which Cheam Carpet Cleaners provides domestic and commercial cleaning services in the UK. By making a booking, confirming a quotation, or allowing our technicians to begin work, you agree to these terms. They are intended to create a clear, fair, and lawful framework for the supply of carpet, upholstery, rug, and related cleaning services. Nothing in these terms affects your statutory rights as a consumer under UK law.

For the purposes of these terms, “we”, “us”, and “our” mean Cheam Carpet Cleaners, and “you” or “the customer” means the person, business, landlord, managing agent, or authorised representative requesting the service. These terms apply to all bookings unless we agree otherwise in writing. They should be read carefully before any work is arranged, because they explain the booking process, payment obligations, cancellation rules, limitations of liability, waste handling responsibilities, and the legal framework governing the service.

We may amend these terms from time to time to reflect operational, legal, or regulatory changes. Any updated version will apply to future bookings from the date it is issued. The version in force at the time your booking is confirmed will normally apply to that specific job, unless a change is required by law. Where a term is found to be unenforceable, the remaining terms will continue to operate to the fullest extent permitted by law.

1. Service Scope and Customer Responsibilities

Our service covers professionally delivered carpet and fabric cleaning, stain treatment, deodorising, and related cleaning tasks agreed at the point of booking or upon arrival, subject to inspection. We may also provide optional add-on treatments where appropriate, such as protective applications or specialist cleaning for delicate fibres. The exact scope of work will depend on the condition of the items, access available, the materials involved, and whether the equipment and cleaning method selected are suitable for the circumstances.

You are responsible for ensuring that the items to be cleaned are safe to treat and that you disclose any known issues before work begins. This includes, without limitation, prior damage, colour loss, hidden stains, loose seams, water sensitivity, moth damage, shrinkage risk, or any previous cleaning attempts. You should also remove fragile or valuable items from the working area, provide reasonable access, and ensure power and water supplies are available if required for the service.

We will use reasonable skill and care in carrying out the work, but cleaning outcomes can vary due to age, wear, fibre type, soiling level, previous treatments, and the structure of the item. Some marks may be permanent or may reappear after drying, especially where spills have penetrated into underlay or backing materials. The customer accepts that perfect stain removal, exact colour restoration, or complete odour elimination cannot be guaranteed in every case.

2. Booking Process

All bookings are subject to availability and acceptance by us. A booking request may be made using the channels we make available from time to time, and it must include sufficient information to allow us to assess the job. This typically includes the service type, number and size of rooms or items, property access details, preferred dates, and any special requirements. We may ask for photographs or further information before confirming the appointment.

Any quotation given before attendance is based on the information supplied by you and is therefore an estimate unless stated otherwise. If the actual condition, size, quantity, or complexity of the work differs from what was described, we may revise the price accordingly before proceeding. If you do not accept the revised price, you may choose not to continue, but you may still be charged a reasonable call-out or inspection fee where this has been made clear in advance.

Once we confirm a booking, a contract is formed for the specific services and date agreed, subject to these terms. However, the booking remains conditional on access being available, the property being safe for work, and the customer complying with pre-appointment instructions. If we arrive and cannot complete the work because of inaccurate information, unsafe conditions, lack of access, or failure to prepare the area, we may charge for wasted time and attendance costs.

3. Payments and Pricing

Prices are usually quoted inclusive or exclusive of VAT depending on the status of the business and will be made clear at the time of quotation. Unless otherwise agreed, payment is due immediately on completion of the service. We may require a deposit for larger jobs, repeated bookings, or jobs involving specialist equipment or materials. A deposit secures the appointment and may be non-refundable in certain circumstances, especially where costs have already been incurred.

Accepted payment methods may vary and will be confirmed at booking or before the appointment. If payment is not made on time, we reserve the right to charge interest and recovery costs to the extent permitted by UK law, including statutory interest where applicable. You agree to pay any bank charges, chargeback fees, or other costs that arise from failed or reversed payments caused by your actions or instructions.

Where additional work is requested on site, or where extra cleaning is reasonably necessary due to circumstances not disclosed in advance, any revised price must be agreed before we continue where reasonably practicable. If the customer refuses to pay the agreed price for additional work, we may limit the service to the original scope. We are not obliged to begin or continue work if there is a dispute about payment, unless the matter is resolved to our satisfaction.

4. Cancellations, Rescheduling, and Delays

You may cancel or reschedule a booking by giving reasonable notice. The amount of notice required may vary depending on the size and nature of the job and will usually be specified at the time of booking. For standard domestic appointments, cancellations made at short notice may result in a fee to cover lost time, staff allocation, and administrative costs. Any deposit already paid may be retained to the extent reasonably necessary to cover those losses.

If we need to cancel or move an appointment because of illness, equipment failure, severe weather, traffic disruption, safety concerns, or another event beyond our reasonable control, we will try to offer a new appointment at a convenient time. We will not be responsible for indirect losses caused by such changes, including lost earnings or inconvenience, except where required by law. We may also pause or stop work if conditions become unsafe or if the site is unsuitable for continuing.

Where access is not available at the agreed time, or where the customer is absent and no alternative arrangement has been approved, the appointment may be treated as a late cancellation or failed attendance. In such cases, a charge may apply. We may also charge if pets, visitors, parked vehicles, building restrictions, or incomplete preparation prevent the work from being completed in a reasonable manner.

5. Liability and Service Limitations

We will carry out the service with reasonable care and skill. However, our liability is limited to losses that are a foreseeable result of our breach of contract or negligence. 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 legally be excluded under UK law. Your statutory rights as a consumer remain unaffected.

We are not liable for pre-existing defects, hidden damage, structural issues, existing discolouration, dye instability, wear and tear, or deterioration that becomes visible during or after cleaning. Certain cleaning processes may reveal underlying damage or make previous repairs more noticeable. We are also not responsible for adverse effects caused by items not suitable for cleaning, including delicate materials, non-colourfast fabrics, or goods with undisclosed contamination or treatment history.

If you ask us to proceed against our advice, or if you decline a recommended test patch, we may ask you to sign or otherwise confirm acceptance of the risk. In such circumstances, you accept that the results may be unpredictable. Our total liability for any claim connected with a single booking will, where lawful, normally be limited to the amount paid for the relevant service or to the cost of the affected item, whichever is lower, subject always to mandatory legal requirements.

We will not be responsible for loss of business, loss of profit, loss of opportunity, or any indirect or consequential loss, except where such exclusion is not permitted by law. Likewise, we are not liable for items left within the working area unless we have expressly agreed to handle them. You are advised to remove fragile, valuable, or sentimental items before the appointment begins. Any complaint about damage or poor outcome should be raised as soon as reasonably possible so that the issue can be assessed promptly.

6. Waste Regulations and Environmental Handling

Our services may involve the collection, containment, and disposal of wastewater, debris, packaging, removed fibres, and other residues generated during cleaning. We aim to handle all waste responsibly and in compliance with applicable UK environmental and waste regulations. This includes using appropriate containment methods and disposing of waste only through lawful and authorised routes where required.

The customer must tell us in advance if the property contains hazardous or contaminated materials, including but not limited to bodily fluids, mould contamination, chemical residues, asbestos risk, or pest-related waste. If such materials are identified on arrival and were not disclosed beforehand, we may refuse to proceed, adjust the price, or require specialist treatment. We are not obliged to handle waste that would expose staff to unsafe conditions or that falls outside the normal scope of a carpet cleaning service.

7. Access, Property Conditions, and Preparation

To allow us to work effectively, the customer must provide clear access to the service area and ensure that the property is reasonably prepared. This may include moving lightweight items, securing pets, and advising us of parking restrictions, stair access, lift limitations, or entrance codes. If special access arrangements are needed, these must be explained before the booking is confirmed.

You are responsible for protecting fragile furnishings, electronics, ornaments, and other possessions that could be affected by moisture, movement, or vibration. While our technicians will act carefully, we cannot be responsible for damage arising from items left in unsuitable positions or from concealed weaknesses in furniture, flooring, or fittings. If we need to move items to complete the work, we may do so only where it is safe and reasonable, and only at your risk unless the law says otherwise.

8. Complaints and Remedies

If you believe the service has not been delivered properly, you should notify us within a reasonable time after completion. Where possible, please allow us to inspect the issue and, if appropriate, provide a remedy such as a re-clean, re-treatment, or partial refund. We may ask for photographs, supporting details, or access to the affected area before deciding what action is fair and reasonable. Any remedial action we offer is without prejudice to our legal rights and your statutory consumer protections.

We will not usually consider a complaint about staining, odour, or appearance if the issue results from factors outside our control, including sub-surface contamination, pre-existing wear, or information not provided before the booking. We may refuse a refund where the service was completed with reasonable care and the outcome was limited by the condition or suitability of the item. This does not affect any non-excludable rights you may have under the Consumer Rights Act 2015 or other applicable legislation.

If a dispute cannot be resolved informally, both parties should act reasonably and in good faith. We may require written details of the complaint and, where appropriate, evidence of the alleged issue. Any agreed remedy will normally be our final responsibility in relation to that specific complaint, unless further action is required by law. Customers should not arrange third-party remedial work without giving us a fair opportunity to inspect the matter first, unless urgent action is necessary to prevent further damage.

9. Governing Law

These terms, and any dispute or claim arising out of or in connection with them, shall be governed by and interpreted in accordance with the laws of England and Wales. The parties agree that the courts of England and Wales shall have exclusive jurisdiction, except where consumer law gives you the right to bring proceedings in another part of the UK. If any part of these terms is invalid or unenforceable, that part shall be treated as removed to the minimum extent necessary, and the remainder will continue in full force.

This document forms the legal basis of our service relationship and is intended to be clear, practical, and proportionate. By booking, paying for, or accepting service from Cheam Carpet Cleaners, you acknowledge that you have read and understood these terms and agree to be bound by them. They are designed to balance operational fairness with customer protection and to ensure that carpet and upholstery cleaning services are delivered in a consistent, responsible manner.