Terms and Conditions for Richmond Upon Thames Carpet Cleaners

These Terms and Conditions set out the basis on which Richmond Upon Thames Carpet Cleaners provides domestic and commercial carpet cleaning services in the UK. By booking a service, the customer agrees to these terms in full. These conditions are intended to be clear, fair, and consistent with UK consumer law and general business practice. They apply to all standard carpet cleaning, rug cleaning, upholstery-related cleaning where agreed, and any associated spot treatment or stain removal service that forms part of the booked work.

1. Definitions and scope

In these Terms and Conditions, “we”, “us”, and “our” refer to Richmond Upon Thames Carpet Cleaners. “You” and “your” refer to the person booking the service or the person responsible for payment. A booking means any agreed appointment for carpet cleaning services, whether made online, by telephone, by email, or through another accepted communication method. The word service includes any labour, equipment use, cleaning agents, and reasonable preparation required to complete the work.

2. Booking process

All bookings are subject to availability and confirmation. A request for service is not a confirmed appointment until we have accepted it and, where relevant, received any required deposit or pre-authorisation. During the booking process, we may ask for details such as the type of carpet, the number of rooms or areas, access information, parking restrictions, special staining, and any known conditions that could affect the cleaning result. This information helps Richmond Upon Thames Carpet Cleaners provide an appropriate quote and allocate suitable time and equipment.

It is your responsibility to ensure that all information provided at the time of booking is accurate and complete. If the details supplied differ from the actual condition or size of the job on arrival, we may revise the quoted price, adjust the service time, or, where necessary, decline to proceed if the work cannot reasonably be completed under the original terms. We reserve the right to refuse or cancel a booking where access is unsafe, payment history is unsatisfactory, or the requested service falls outside our normal operating scope.

3. Estimates and quotations

Any price given before attendance is normally an estimate based on the information supplied by you. Final charges may vary if the property, fabric condition, level of soiling, or access requirements differ from the details originally provided. Where a fixed quotation is issued, it applies only to the work specified and only on the assumption that the information provided is correct. Additional tasks, extra rooms, heavy contamination, or specialised treatment may incur extra charges if agreed with you before the work continues.

We may explain any anticipated additional cost before proceeding, and your confirmation may be verbal or written. If you choose not to proceed with the additional work, we will complete only the originally agreed service where reasonably possible. Richmond Upon Thames Carpet Cleaners will never intentionally misrepresent the likely cost of a service, but estimates should not be understood as an absolute guarantee where site conditions are unknown.

4. Access, preparation, and customer obligations

You must ensure that we have reasonable access to the premises at the agreed time. The area to be cleaned should be accessible and, where practicable, cleared of fragile items, valuables, and obstacles before our arrival. We may move light furniture where this is safe and reasonable, but we are not obliged to move heavy, fixed, delicate, or high-value items unless expressly agreed in advance. If a property is not adequately prepared and this causes delay, additional labour, or incomplete cleaning, we may charge for wasted time or return visits.

You are also responsible for providing working water, electricity, and any other facilities reasonably required for the performance of the service. If carpets or soft furnishings are especially delicate, water-sensitive, colour-fading, or previously damaged, you should inform us before the appointment. Where relevant, we may ask that pets are secured, children are supervised, and the work area is kept free from unnecessary interference while the cleaning is being carried out.

5. Payments

Unless otherwise agreed in writing, payment is due on completion of the service on the same day. We may accept card payment, bank transfer, or other approved payment methods, but cash or any alternative method is only accepted if confirmed in advance. If a deposit is required, it will be made clear during the booking process. Deposits are generally used to secure appointment time and may be non-refundable where the cancellation terms apply.

Prices are normally stated inclusive of VAT where VAT is applicable, but this will be made clear at the point of quotation. If an invoice is issued, payment must be made by the date stated on the invoice. Late payment may result in administrative charges, debt recovery action, or suspension of future bookings, to the extent permitted by law. You are responsible for ensuring that the payment method used belongs to you or that you have authority to use it.

Where a payment card is pre-authorised or held for security, that authorisation does not necessarily mean the final amount has been settled. If an increase arises due to approved additional work, the final charge may exceed the original estimate. All payment obligations remain due even if the property is let, managed by a third party, or occupied on behalf of another person, unless we have agreed otherwise.

6. Cancellations, postponements, and missed appointments

We understand that appointments sometimes need to change. If you wish to cancel or reschedule, please give as much notice as possible. Cancellations made with sufficient notice may be handled without charge, but where a deposit has been taken and significant time has been reserved, we may retain part or all of that deposit as a reasonable pre-estimate of loss, subject to applicable consumer law. If cancellation occurs at short notice, or if we attend and cannot complete the work due to lack of access, incorrect information, or your unavailability, a cancellation fee may apply.

If we need to cancel or postpone a booking, we will try to give reasonable notice and offer a new appointment as soon as practical. We will not usually be liable for delay or cancellation caused by events outside our control, including severe weather, traffic disruption, emergencies, staff illness, equipment failure, or access restrictions imposed by a building manager or landlord. In such circumstances, our obligation is to reschedule or refund any amount paid for the undelivered portion of the service where appropriate.

7. Service standards and limitations

Richmond Upon Thames Carpet Cleaners will use reasonable skill and care when providing the service. However, cleaning outcomes can vary depending on carpet age, fibre type, previous treatment, wear patterns, and the nature of staining. We do not guarantee the removal of every stain, odour, or mark, particularly where the stain is permanent, has set over time, or was caused by substances that react unpredictably to cleaning methods. The customer acknowledges that some visible signs of wear, shading, pile distortion, or pre-existing damage may remain after cleaning.

We may refuse to clean items or areas that we believe could be damaged by standard cleaning methods, or where doing so would be unsafe or impractical. Where we recommend a particular treatment and you choose a different option, or decline a recommended pre-test, any resulting risk remains with you. We do not provide restoration services unless specifically agreed. Any advice given before or during the service is offered in good faith but should not be treated as a guarantee of outcome.

Drying times are estimates only and depend on ventilation, temperature, humidity, carpet construction, and the level of soiling. We accept no responsibility for extended drying where the environment is unsuitable or where carpets have been heavily saturated by prior attempts at cleaning or stain removal. You should avoid walking on damp areas until it is safe to do so and follow any aftercare instructions that may be issued.

8. Liability

Nothing in these Terms and Conditions limits or excludes liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be limited or excluded under UK law. Subject to that, our liability is limited to direct loss or damage that is reasonably foreseeable and directly caused by our failure to exercise reasonable care and skill. We are not liable for indirect loss, consequential loss, loss of profit, loss of business, emotional distress, or loss arising from circumstances outside our control.

Where property damage is alleged, you must notify us as soon as reasonably possible and allow us the opportunity to inspect the issue before any repairs are arranged. We may request photographs, supporting evidence, or access to the affected area. If liability is established, our remedy may be limited to repair, cleaning retreatment, or the reasonable cost of replacement, taking into account age, condition, and fair wear and tear. We will not be responsible for pre-existing defects, hidden damage, unstable furniture, or items that were not disclosed in advance.

Customers are responsible for the removal or protection of valuables, jewellery, currency, documents, and fragile possessions. Although we take care while working, we cannot accept liability for items left in exposed areas unless loss or damage is directly caused by our negligence. If a customer insists on retaining items in place contrary to our advice, any resulting risk remains with the customer to the extent permitted by law.

9. Waste regulations and disposal

All waste generated by the service must be managed responsibly and in accordance with applicable UK waste regulations. This includes used cloths, disposable materials, soil residue, extracted liquid, and any cleaning-related waste that cannot reasonably be reused. We will dispose of waste lawfully and in a manner intended to reduce environmental impact where practical. We may use commercial disposal channels, drainage systems only where permitted and appropriate, and other lawful methods consistent with our operational procedures.

You must not ask us to dispose of hazardous materials, illegal substances, sharps, asbestos, biohazards, or any item that requires specialist handling unless this has been expressly agreed and we are legally able to do so. If such materials are discovered during the service, we may suspend or stop work until the issue is resolved. Additional charges may apply if we are required to isolate, bag, remove, or otherwise handle unexpected waste in a compliant manner. Richmond carpet cleaning services are provided on the basis that the premises are free from unlawful or dangerous waste unless otherwise declared.

10. Complaints and reattendance

If you are dissatisfied with any part of the service, you should notify us within a reasonable time after completion. This allows us to assess the issue and determine whether a reattendance or other remedy is appropriate. We may ask you to preserve the affected area in its post-service condition so that an accurate review can be made. Any reattendance offered by Richmond Upon Thames Carpet Cleaners is not an admission of liability unless we state otherwise in writing.

We are committed to resolving genuine issues fairly. However, a complaint will not automatically entitle you to a refund, especially where the expected result was limited by fibre condition, pre-existing staining, or factors outside our control. If a matter cannot be resolved directly, either party may pursue the usual legal remedies available under UK law. This clause does not affect your statutory rights as a consumer where applicable.

11. Force majeure

We will not be in breach of these Terms and Conditions if performance of the service is delayed or prevented by events beyond our reasonable control. Such events may include adverse weather, road closures, fire, flood, power failure, supply interruption, public health restrictions, industrial action, or emergency situations. Where force majeure prevents completion, we will make reasonable efforts to rearrange the appointment or agree an alternative arrangement with you.

12. Data, privacy, and communication

We may use the contact details you provide to manage bookings, issue invoices, confirm appointments, and communicate about the service. We will handle personal data in accordance with applicable UK data protection law. We do not use your data for unrelated purposes without a lawful basis. By making a booking, you consent to us sending necessary service-related communications by phone, text, or email where appropriate.

13. 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. The courts of England and Wales will have exclusive jurisdiction, except where consumer law provides otherwise. If any provision of these terms is found to be unlawful, invalid, or unenforceable, the remaining provisions will continue in full force and effect.

14. General provisions

No waiver of any term shall be treated as a continuing waiver. We may update these Terms and Conditions from time to time, and the version in force at the time of booking will normally apply to your service. You are responsible for reviewing the terms before confirming an appointment. Any variation must be agreed by us in writing. These terms form the entire agreement between you and Richmond Upon Thames Carpet Cleaners in relation to the booked service, unless superseded by a separate written contract.

By proceeding with a booking, you confirm that you have read, understood, and agreed to these conditions, including the provisions relating to booking, payment, cancellation, liability, waste handling, and the governing law that applies to all Richmond carpet cleaners services.