Terms and Conditions for Woolwich Carpet Cleaners

These Terms and Conditions set out the basis on which Woolwich Carpet Cleaners provides residential and commercial carpet cleaning services. By making a booking, the customer agrees to be bound by these terms. The purpose of this document is to ensure that the carpet cleaning service is delivered clearly, fairly, and consistently, with expectations understood in advance by both parties.

1. Definitions and scope
"We", "us", and "our" refer to Woolwich Carpet Cleaners. "Customer", "you", and "your" refer to the person, business, landlord, tenant, or authorised representative booking the service. "Services" means any carpet cleaning, stain treatment, deodorising, spot cleaning, or related cleaning task agreed at the time of booking. These terms apply to all carpet cleaning appointments unless a separate written agreement states otherwise.

2. Booking process
All bookings are subject to availability and acceptance. A booking request may be made through the channels offered by the company, and the booking becomes binding only when the service details, date, approximate arrival window, and price or pricing basis are confirmed. The customer is responsible for providing accurate information about the property, access, parking arrangements, carpet type, stain history, and any known issues that could affect the work.

3. Booking confirmation and access
When a booking is confirmed, the customer must ensure that a responsible adult is present at the property at the agreed time, unless alternative access arrangements have been agreed in writing. If access is delayed or denied, we may treat the appointment as a cancellation by the customer and charge the relevant fee. The customer should also secure pets, move lightweight items if requested, and notify us of any fragile, valuable, or immovable items near the cleaning area.

4. Pre-service condition of the premises
We may refuse or limit work where the property conditions create a safety risk, prevent effective cleaning, or make the service impractical. This includes, without limitation, severe contamination, excessive infestation, electrical hazards, unresolved leaks, dangerous flooring, or carpets that are already deteriorated beyond reasonable cleaning recovery. We may also decline to clean items that are unsuitable for wet cleaning or that require specialist restoration rather than standard carpet cleaning.

5. Pricing and quotations
Any quote provided is based on the information supplied by the customer and on a visual or described assessment. Unless stated otherwise, prices are estimates and may be revised if the actual work differs materially from the original description. Additional charges may apply for extra rooms, heavy soiling, pet treatment, stain reduction, moving heavy furniture, restricted access, or urgent appointments. If a revised price is necessary, we will explain the reason before proceeding where reasonably possible.

6. Payments
Payment terms will be confirmed at booking or upon completion. We may require a deposit, advance payment, or full payment depending on the type of job, the value of the work, or the risk profile of the appointment. Unless otherwise agreed, payment is due immediately after the service is completed. Accepted payment methods may vary and will be communicated at the time of booking. The customer must ensure sufficient cleared funds are available.

7. Late payment and failed transactions
If a payment is declined, reversed, or otherwise fails, the customer remains liable for the full amount due and any reasonable costs incurred in recovering the debt, to the extent permitted by law. We reserve the right to suspend future services until outstanding balances are paid. Where payment is overdue, we may charge interest and administration costs in accordance with applicable UK law and any terms agreed at the time of booking.

8. Cancellation by the customer
Cancellations should be made as early as possible. If you cancel with sufficient notice, no fee may apply or a reduced fee may apply, depending on the circumstances of the booking. If the appointment is cancelled after we have reserved time, assigned staff, or travelled to the property, a cancellation charge may be applied to cover lost time and expenses. The amount charged will be reasonable and proportionate to the circumstances.

9. Rescheduling
Where the customer requests a change of date or time, we will try to accommodate the request subject to availability. A rescheduled appointment may be treated as a cancellation followed by a new booking if the original slot cannot reasonably be reassigned. Repeated rescheduling may affect priority and may require a deposit to secure a new appointment. We are not responsible for missed appointments caused by inaccurate information supplied by the customer.

10. Cancellation by Woolwich Carpet Cleaners
We may cancel or postpone an appointment where necessary due to staff illness, severe weather, equipment failure, safety concerns, access problems, or other events beyond our reasonable control. If this happens, we will make reasonable efforts to offer an alternative date. We will not be liable for indirect losses arising from such cancellation, provided that we act reasonably and notify the customer as soon as practicable.

11. Customer obligations during service
The customer must provide a safe working environment and disclose any information that could affect the service. This includes known stains, previous cleaning treatments, underfloor heating, delicate fibres, recent repairs, or areas that should not be wet cleaned. The customer should also remove small personal items and valuables from the cleaning area. If the service cannot proceed because the customer has not fulfilled these obligations, the appointment may still be charged in full or in part.

12. Service limitations and expected outcomes
Carpet cleaning is a cleaning service, not a guarantee of complete restoration. While we use professional methods and reasonable care, we cannot promise that every stain, odour, mark, wear pattern, or discolouration will be removed. Results may vary depending on fibre type, age, previous treatment, and the nature of the contamination. Natural wear, permanent staining, dye damage, sun fading, and pre-existing defects may not respond fully to cleaning.

13. Care of carpets after cleaning
Following the service, the customer should allow adequate drying time and follow any aftercare instructions provided verbally or in writing. We are not responsible for re-soiling, watermarks caused by premature use, or damage resulting from failure to observe drying guidance. Furniture should only be replaced once carpets are sufficiently dry and appropriate protection has been used where needed. Foot traffic should be minimised until the treated areas are fully dry.

14. Liability
We will carry out the carpet cleaning service with reasonable skill and care. If we cause direct damage through proven negligence, our liability will be limited to the reasonable cost of repair or replacement of the affected item, taking account of age, condition, depreciation, and the extent of the loss. We are not liable for pre-existing damage, hidden defects, deterioration, or issues caused by unsuitable materials. Nothing in these terms limits liability for death or personal injury caused by negligence, fraud, or any other liability that cannot legally be excluded under UK law.

15. Valuable, fragile, and special items
The customer should remove or secure valuable, fragile, or sentimental items before the appointment. Where items remain in the working area, we may move them only if reasonably safe to do so. We accept no liability for loss or damage to items that were not removed, disclosed, or adequately protected by the customer, except where such loss or damage is directly caused by our negligence. Customers are encouraged to point out any items requiring special caution before work starts.

16. Waste regulations and disposal
We aim to handle waste responsibly and in accordance with applicable UK waste regulations. Any waste arising from the service, including used disposable materials, collected debris, or contaminated residues, will be managed in a lawful and environmentally responsible manner. Where the service generates waste that requires controlled handling, the customer agrees that we may remove and dispose of it as part of the service only if agreed in advance. We may decline to remove hazardous waste, sharps, biological contamination, asbestos-related materials, or any item requiring specialist licensed disposal. In such cases, the customer must arrange appropriate disposal through a properly authorised provider.

17. Health, safety, and hazard reporting
Both parties must cooperate to maintain a safe working environment. The customer must notify us of any known hazards, including electrical faults, slippery surfaces, exposure risks, aggressive animals, or materials that may create a risk during wet cleaning. We may stop work immediately if we believe continuing would be unsafe. If work is paused or ended for safety reasons caused by conditions at the property, the customer may still be charged for the portion already completed and for reasonable travel or preparation costs.

18. Complaints and queries
If there is a concern about the service, the customer should notify us as soon as reasonably possible after completion, providing a clear description of the issue and, where appropriate, supporting photographs. This helps us assess the matter fairly and determine whether any corrective action is appropriate. We may request the opportunity to inspect the affected area before any third-party work is arranged. Failure to give us a reasonable chance to review the issue may affect any claim.

19. Force majeure
We are not responsible for delays, cancellations, or failures caused by events beyond our reasonable control, including severe weather, transport disruption, power failure, supply shortages, fire, flooding, strikes, epidemic restrictions, or government action. Where such an event occurs, we will take reasonable steps to resume or rearrange the appointment. If performance becomes impossible, the booking may be terminated without liability for consequential losses.

20. Governing law and jurisdiction
These terms and any dispute or claim arising from them, or from the services provided by Woolwich Carpet Cleaners, are governed by the laws of England and Wales. The parties agree that the courts of England and Wales will have exclusive jurisdiction, except where mandatory consumer law provides otherwise. If any part of these terms is found to be invalid or unenforceable, the remaining provisions will continue in full force.

21. General provisions
No waiver of any breach shall operate as a waiver of any later breach. Any failure by us to enforce a term immediately does not mean that term is waived. We may update these Terms and Conditions from time to time, and the version in force at the time of booking will apply to that appointment unless a different written agreement is made. The customer may not assign the booking or transfer rights under these terms without our consent.

22. Acceptance of terms
By confirming a booking, allowing access for work to begin, or paying a deposit or invoice, the customer confirms that they have read, understood, and agreed to these terms. If the customer is booking on behalf of another person or organisation, they warrant that they have authority to do so and that the relevant party will be bound by these conditions.

23. Final statement
These Terms and Conditions are intended to be fair and practical for both parties and to support a clear, professional carpet cleaning service. Whether the customer refers to us as Woolwich carpet cleaners, a carpet cleaning company, or a professional carpet cleaning service, the same core rules apply: accurate booking details, timely payment, reasonable access, safe working conditions, and lawful disposal of waste. This framework helps ensure each appointment is handled consistently and with appropriate care.