South Ruislip Carpet Cleaners Service Terms and Conditions
These Terms and Conditions govern the provision of carpet cleaning and related domestic and commercial cleaning services supplied by South Ruislip Carpet Cleaners (“we”, “us”, “our”) to the customer (“you”, “your”). By making a booking, accepting a quotation, confirming an appointment, or allowing work to commence, you agree to be bound by these terms. If you do not agree with any part of these terms, you should not proceed with a booking. These terms are intended to be clear, fair, and compliant with applicable UK consumer and business law.
Scope of service. Our service may include carpet cleaning, stain treatment, deodorising, upholstery cleaning, rug cleaning, and other cleaning tasks agreed in writing or verbally before the appointment. The exact service will depend on the condition of the item, access, fabric type, and the equipment and products suitable for the job. We reserve the right to decline any treatment that we believe may damage the item, fail to achieve a safe result, or conflict with manufacturer instructions.
Any quotation provided is based on the information you supply. If the actual property conditions, room sizes, fibre type, contamination level, or accessibility differ from the information provided, we may revise the price before work begins. We will always aim to explain any adjustment clearly so that you can decide whether to proceed.
Booking process. A booking is made when you request a service and we confirm an appointment date and time, whether by phone, text, email, or any other agreed method. A booking request does not guarantee availability until confirmed by us. We may ask for photographs, floor plans, item descriptions, or other relevant information to help us assess the job. This helps us prepare the correct equipment and cleaning products and reduces the risk of delays.
When booking, you must provide accurate and complete information, including access details, parking restrictions, known stains, allergies, fragile items, and any special instructions that may affect the service. You are responsible for ensuring that the service area is reasonably accessible on the scheduled day. If access is restricted, unsafe, or materially different from what was described, we may be unable to complete the work, and a call-out or cancellation charge may apply.
We may also request confirmation of the booking in writing, particularly for larger jobs, commercial premises, or work requiring a deposit. If a deposit is required, the appointment is only secured once that deposit has cleared. 
Failure to pay a required deposit by the stated deadline may result in automatic cancellation of the provisional appointment.
Arrival, setup, and service conditions. You agree to provide reasonable access to the property at the booked time. Our team may need access to water, electricity, and a suitable working area. We may need to move lightweight furniture, but we are not obliged to move heavy, fixed, fragile, or hazardous items unless agreed in advance. If furniture removal is required, you must ensure the space is clear of valuables, electronics, ornaments, and breakables.
We will take reasonable care when carrying out the service, but cleaning results can vary depending on fabric condition, wear, pre-existing damage, previous cleaning attempts, and hidden contamination. Certain stains may be permanent or may reappear after drying due to wick-back or residue from prior treatments. We do not guarantee complete removal of all marks, odours, or discolouration. Any estimate of cleaning performance should be treated as an opinion based on visible condition, not as a warranty of outcome.
Payments. Unless otherwise agreed, payment is due on completion of the service and must be made immediately using the accepted payment methods notified at booking or on the invoice. For commercial clients or larger projects, we may issue invoices with agreed payment terms. Where payment is due after completion, invoices must be paid by the due date shown. Late payments may incur interest and reasonable debt recovery costs, where permitted by law.
All prices are stated in pounds sterling and, unless expressly noted, include only the services described in the quotation. Additional work requested on the day, such as extra rooms, enhanced stain treatment, or separate items, may be charged separately. If we have quoted a fixed price, that price applies only to the agreed scope of work and assumptions made at the time of booking. If the job changes materially, we may revise the price accordingly.
We reserve the right to suspend or withhold completion certificates, aftercare notes, or related non-essential documents if payment has not been received in full, subject to any statutory rights you may have. Retention of title does not apply to the cleaning service itself, but any goods supplied, if applicable, remain ours until paid for in full where permitted by law.
Cancellations and rescheduling. You may cancel or reschedule a booking by giving us reasonable notice. If you cancel with sufficient notice, no fee may apply, unless a deposit or non-refundable booking fee was clearly stated at the time of booking. If you cancel at short notice, refuse access, or are not present at the agreed time, we may charge a cancellation fee to cover lost time, travel, and preparation costs.
The amount of any cancellation fee will depend on how much notice was given and the nature of the booking. For scheduled work requiring set-up, specialist materials, or reserved labour, a higher fee may apply if we cannot reasonably reallocate the slot. If we need to cancel or rearrange the appointment due to illness, vehicle issues, unsafe conditions, or events beyond our control, we will contact you as soon as reasonably possible and offer a new appointment where appropriate.
If you repeatedly cancel or fail to provide access, we may decline future bookings. We may also cancel a booking without liability if you fail to provide accurate information, if the property presents an unacceptable risk to health and safety, or if you request services that are outside our lawful, technical, or operational capability. Any prepaid amount will be refunded only where required by law or where we cancel and are unable to offer a suitable alternative.
Customer responsibilities. You are responsible for removing or securing cash, jewellery, personal documents, fragile valuables, pets, and any items that may be damaged by cleaning activity. You should notify us of any medical sensitivities, allergies, asbestos concerns, mould, biological contamination, or other hazards before work begins. You must also ensure that children and pets are kept away from the working area during and shortly after cleaning, particularly where equipment, moisture, or cleaning chemicals are in use.
You must tell us about any pre-existing damage, such as frayed carpet edges, loose seams, bleaching, colour loss, carpet buckling, worn pile, or hidden damp. If we are not informed of such issues, we cannot accept responsibility for deterioration that arises because the item was already weakened or unstable. Any instructions that conflict with our safety procedures, product guidelines, or manufacturer recommendations may be declined.
Liability. We will exercise reasonable skill and care in delivering the service. However, to the fullest extent permitted by law, we are not liable for loss or damage arising from inaccurate information provided by you, pre-existing defects, wear and tear, hidden contamination, unsuitable materials, or failure to follow aftercare instructions. 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.
Where damage occurs as a direct result of our proven negligence, our liability will be limited to the reasonable cost of repair or replacement, taking into account the age, condition, and market value of the affected item immediately before the incident. We will not be responsible for indirect or consequential losses, such as loss of profit, missed trading opportunities, inconvenience, or emotional distress, except where such exclusion is prohibited by law.
Claims procedure. Any issue must be reported as soon as reasonably possible and, in any event, within a reasonable time after the service is completed or the issue becomes apparent. You should provide clear photographs, a description of the concern, and any relevant supporting information. This helps us investigate properly and determine whether the issue relates to our work, the condition of the item, or factors outside our control.
We may ask to revisit the property to inspect or rectify any alleged problem before any third-party repairs are arranged. You must not dispose of, alter, or repair the item in a way that prevents investigation without first giving us a reasonable opportunity to review the issue. If a claim is valid, our preferred remedy is normally a re-clean, correction, or reasonable compensation, depending on what is appropriate in the circumstances and permitted by law.
Waste regulations and environmental compliance. We operate in accordance with applicable UK waste handling, environmental, and pollution prevention requirements. Wastewater, removed debris, used materials, and any contaminated residue generated during the service must be handled lawfully and responsibly. We will take reasonable steps to prevent discharge of harmful substances into drains, soil, or public areas. You must disclose any known contamination, including bodily fluids, chemicals, oils, biohazards, or other regulated waste, before the appointment.
If we identify waste that requires special handling, transport, segregation, or disposal under applicable regulations, we may suspend work and discuss the correct lawful method of removal or refer the matter to a specialist contractor. We are not obliged to handle hazardous or regulated waste unless we have expressly agreed to do so in writing and have the necessary permissions, equipment, and lawful disposal arrangements. You remain responsible for ensuring that the premises and contents are not in breach of environmental or waste laws.
Where we remove waste from the property, it may be disposed of through licensed facilities or other lawful means consistent with applicable regulations. You agree not to instruct us to dispose of items unlawfully, fly-tip, dump, or otherwise mishandle waste. Any request that would require a breach of law will be refused.
Product use and fabric limitations. We use cleaning solutions and methods that we consider suitable for the material being treated. Some fibres, dyes, finishes, and backing materials may react unpredictably to moisture, agitation, heat, pH, or stain treatments. Although we take care to test where appropriate, we cannot guarantee against colour bleeding, texture changes, shrinkage, or minor residue. 
You agree that cleaning is performed on the understanding that some materials are delicate or previously compromised.
Any advice we provide about drying times, ventilation, or post-cleaning care should be followed carefully. If carpets or fabrics are used before fully dry, re-soiled, compressed, or exposed to additional moisture, the final result may be affected. We are not responsible for damage caused by premature use, inappropriate treatment by others, or failure to follow our recommendations.
Variation of terms. We may update these Terms and Conditions from time to time to reflect changes in law, working practices, insurance arrangements, or operational requirements. The version in force at the time of your booking will generally apply to that booking unless a change is required by law. If a term is found to be invalid or unenforceable, the remaining terms will continue in effect.
Governing law and jurisdiction. These Terms and Conditions, and any dispute or claim arising from them or the service provided, 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 you are a consumer, you may also have statutory rights and remedies that cannot be waived by contract.
Nothing in these terms is intended to reduce or exclude your rights under the Consumer Rights Act 2015, the Consumer Contracts Regulations where applicable, the Supply of Goods and Services Act insofar as still relevant, or any other applicable UK legislation. If any conflict arises between these terms and mandatory legal rights, the mandatory legal rights will prevail.
By continuing with a booking, you confirm that you have read, understood, and agreed to these Terms and Conditions. These terms form the basis of the contract between you and South Ruislip Carpet Cleaners for the relevant service. If you require clarification of any provision, you should raise it before the appointment is confirmed.
Final provision. We aim to provide a reliable, professional, and lawful carpet cleaning service, with transparent expectations on booking, payment, cancellations, liability, waste handling, and dispute resolution. These terms are designed to protect both parties and to ensure that services are delivered in a safe and fair manner.
