Erith Carpet Cleaners Terms and Conditions

These Terms and Conditions set out the basis on which Erith Carpet Cleaners provides domestic and commercial cleaning services in the UK. By making a booking, confirming a quotation, or allowing work to begin, the customer agrees to these terms in full. They are designed to create a clear, fair, and practical agreement for both parties, covering the booking process, payment terms, cancellations, liability, waste handling, and the legal framework that applies to our carpet cleaning services.

For the avoidance of doubt, these terms apply to all carpet cleaning services, upholstery cleaning, rug cleaning, stain treatment, and related cleaning work supplied by Erith Carpet Cleaners unless a separate written agreement says otherwise. Any variation must be confirmed in writing by an authorised representative. If there is any inconsistency between a quotation and these Terms and Conditions, the written quotation will apply only to the extent that it expressly changes a term.

We reserve the right to update these terms from time to time. The version in force at the time of booking will normally apply to that booking, unless a later change is required by law or agreed in writing. Customers are encouraged to review the terms carefully before confirming any appointment. The use of the terms “we”, “us”, and “our” refers to Erith Carpet Cleaners, and “you” or “the customer” refers to the individual or business arranging the service.

1. Booking Process

All bookings are subject to availability, location, property condition, and the type of cleaning required. A booking is only considered confirmed once we have accepted the request and provided a booking confirmation, whether by email, text, written message, or another durable format. A quotation alone does not guarantee a reservation. In some cases, a deposit or card pre-authorisation may be requested before an appointment is secured.

When arranging a carpet cleaning appointment, the customer must provide accurate and complete information, including the number of rooms, the approximate size of the area, the materials to be cleaned, known stains or damage, access limitations, parking constraints, and any special conditions that may affect the work. If the information supplied is incomplete or inaccurate, we may revise the quotation, adjust the scope of service, or decline to proceed if the service cannot be delivered safely or effectively.

We aim to attend at the agreed time, but all appointments are scheduled as time windows rather than exact minute-by-minute arrival times. Delays can occur because of traffic, weather, previous job overruns, equipment issues, or other operational reasons. Where possible, we will notify the customer of any significant delay and offer a revised arrival estimate. We are not liable for minor delays that are outside our reasonable control, provided we make reasonable efforts to communicate and attend as soon as practicable.

2. Survey, Access, and Customer Responsibilities

The customer must ensure that there is safe access to the property and to the areas requiring treatment. This includes arranging entry, clearing small movable items if requested, and ensuring that water, electricity, and suitable working space are available. If the service requires parking permits, loading access, lift use, or other building permissions, the customer is responsible for obtaining them unless agreed otherwise in writing. Failure to provide adequate access may result in a wasted journey charge or a rescheduling fee.

The customer should remove personal valuables, fragile items, and documents from the treatment area before work begins. While we will take reasonable care, we do not accept responsibility for items left in the work area that are damaged because they were not removed or protected by the customer. If we believe a surface is unsuitable for cleaning due to deterioration, hidden damage, dye instability, or previous poor treatment, we may refuse to clean that item or may proceed only on the basis of the customer’s written instruction and acceptance of risk.

Erith Carpet Cleaners may inspect carpets, rugs, and upholstery before starting. This inspection is intended to identify risks, select appropriate methods, and explain any limitations. However, inspections are visual and practical, not forensic or laboratory-based. Certain pre-existing defects, including wear, shrinkage, colour loss, moth damage, old stains, bleach marks, or odours trapped in underlay, may not be fully apparent until cleaning starts. The customer acknowledges that some results depend on the age and condition of the fibres and cannot be guaranteed.

3. Prices and Payment Terms

All prices are provided in pounds sterling unless stated otherwise. Quoted prices are based on the information available at the time of quotation and may change if the scope of work changes, the premises differ from the description supplied, or additional treatment is requested on site. Any extra charge will be explained before work continues where reasonably possible. We do not provide open-ended pricing and will not intentionally increase charges without a valid operational reason.

Payment is due immediately upon completion of the work unless an alternative arrangement has been agreed in writing in advance. We may accept cash, bank transfer, debit card, credit card, or another approved method. Where a deposit has been required, the balance must be paid on completion. Late payment may lead to administrative charges, suspension of future bookings, or debt recovery action where permitted by law. Any reasonable costs incurred in recovering unpaid sums may be added to the amount due.

Invoices are issued for business customers or where otherwise required. For private customers, a receipt may be supplied instead. If a customer disputes any part of a charge, they must raise the issue promptly and in good faith. Raising a dispute does not remove the obligation to pay undisputed amounts. Where a payment is made by card or bank transfer and later reversed without lawful justification, the customer will be responsible for the reversal amount and any associated bank charges.

4. Cancellations, Amendments, and Missed Appointments

A customer may cancel or reschedule a booking by giving reasonable notice. Unless a different notice period is stated in the quotation, at least 24 hours’ notice should be given to avoid a cancellation fee. If cancellation occurs after equipment has been loaded, staff have been dispatched, or the appointment slot cannot reasonably be reallocated, a charge may apply to recover part of the lost time and operational cost. The amount will be proportionate and fair.

If the customer is not present, cannot provide access, or otherwise prevents the service from being carried out at the agreed time, the appointment may be treated as a missed visit. In that case, a call-out or wasted attendance charge may be due. If we must cancel due to illness, vehicle breakdown, unsafe conditions, or other genuine operational issues, we will attempt to rearrange the service promptly and will not charge cancellation fees to the customer. Our liability in such cases is limited to rescheduling or refunding any prepaid amount for the cancelled portion of the service.

We may also suspend or terminate a booking if the property presents a health and safety risk, if the customer behaves abusively, if there is evidence of pests or hazardous contamination, or if continuing the work would be unlawful or unsafe. In such circumstances, payment may still be due for work already completed, travel time where justified, and materials already used. This provision is intended to protect both customers and staff and to ensure that each professional carpet cleaning appointment can be completed in a safe environment.

5. Liability, Results, and Limitations

We use reasonable skill and care in providing our services, but no cleaning company can guarantee the removal of every stain, odour, mark, or allergen. Some contaminants are permanent, have chemically altered the fibre, or have previously been treated with unsuitable products by others. Results may also vary depending on carpet construction, dye stability, age, wear, prior maintenance, drying conditions, and environmental factors. Any estimate of results is an opinion based on visible condition and common industry practice, not a promise of a specific outcome.

We will not be liable for damage caused by pre-existing faults, hidden defects, ordinary wear and tear, shrinkage inherent in the material, fading caused by sunlight or age, or damage arising because the customer failed to disclose relevant information. Where cleaning carries a known risk, we may ask the customer to confirm in writing that they wish us to proceed despite that risk. The customer accepts that some fabrics and carpets are inherently delicate and may react unpredictably to moisture, heat, agitation, or chemical treatment.

Nothing in these terms limits or excludes liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be limited under UK law. Subject to that, our total liability for any claim arising from a service shall not exceed the amount paid for the specific service giving rise to the claim. We shall not be responsible for indirect or consequential losses, including loss of profit, loss of business, loss of opportunity, or loss of use, unless required by law.

6. Waste, Water, and Environmental Handling

We take waste regulations seriously and aim to operate in accordance with applicable UK environmental and waste disposal requirements. During carpet cleaning services, waste may include dirty water, extracted residue, used disposable materials, and packaging from cleaning products. We will handle and dispose of such waste responsibly. Where any waste must be removed from the site, it will be managed in line with relevant duty-of-care principles and only through lawful disposal routes.

The customer must not request unlawful disposal methods, such as releasing contaminated waste into places where it may breach environmental rules or building regulations. If a property has special drainage restrictions, septic systems, or site-specific disposal rules, the customer must tell us before the work starts. We may decline or adapt the service if safe or lawful disposal cannot be assured. Where a customer requires evidence of our waste handling procedures, we may provide a summary of the approach taken, but not confidential operational details.

Any product containers, absorbent materials, or equipment used on site remain our property unless expressly agreed otherwise. Customers must not interfere with, reuse, or dispose of such items without permission. If a customer asks us to leave behind materials for later use, that request may be refused where it could create a safety, hygiene, or compliance issue. We reserve the right to remove any items introduced by us that are no longer needed after the job is complete.

7. Health and Safety

We follow reasonable health and safety procedures to protect customers, employees, and third parties. This may include using warning signs, limiting access to wet areas, ventilating rooms, and asking occupants to avoid treated surfaces until they are dry. The customer should keep children and pets away from the work area while cleaning is in progress and until surfaces are safe to use. We are not responsible for accidents caused by ignoring warnings or entering restricted areas against advice.

If the customer informs us of allergies, respiratory conditions, sensitivities, or other medical concerns, we will consider them when selecting products and methods. However, we cannot guarantee an allergen-free environment or the complete absence of vapours, residues, or odours. Any special product request must be agreed in advance and may incur a different price. The customer remains responsible for advising us of anything that may affect the safety or suitability of the service.

We may refuse to use certain products or techniques where we believe they would be unsafe, ineffective, or inconsistent with manufacturer advice. Likewise, if a carpet or furnishing carries a care label or cleaning instruction that conflicts with the customer’s request, we may decline to proceed or may proceed only with written authorisation. This approach helps ensure that Erith carpet cleaners deliver services responsibly and in line with professional standards.

8. Complaints and Rectification

If a customer believes that the service has not been delivered as agreed, they should notify us within a reasonable time after completion and before using any harsh third-party treatment. The customer should provide details of the issue and allow us a fair opportunity to inspect the relevant area. If a genuine fault in our workmanship is identified, we may at our discretion offer a return visit, partial refund, or other reasonable remedy. This is usually the customer’s first and preferred route to resolution.

We will not accept liability for complaints raised long after the service where the area has been used, re-soiled, re-treated, or altered by others in the meantime. Similarly, we cannot be responsible for changes caused by drying marks, wick-back, traffic patterns, or residues from previous products that become visible after treatment. Any remedial work offered by us is undertaken without admission of liability unless we expressly state otherwise in writing.

If a dispute cannot be resolved informally, it will be handled in accordance with the governing law and jurisdiction set out below. Nothing in this section affects statutory rights available to consumers under UK law. We aim to act fairly and reasonably at all times, balancing the need to resolve concerns with the practical realities of specialist cleaning services.

9. Governing Law

These Terms and Conditions, 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 courts of England and Wales shall have exclusive jurisdiction unless mandatory law provides otherwise. If any part of these terms is found unlawful, invalid, or unenforceable, the remaining provisions shall continue in full force and effect.

For clarity, these terms apply to the extent permitted by UK law and are intended to be read alongside any statutory consumer rights that cannot be waived. No statement in these terms is intended to reduce rights that a customer may have under applicable legislation. If a court or competent authority determines that a provision should be modified to make it enforceable, it shall be interpreted to the minimum extent necessary to preserve its intended effect.

By booking a service with Erith Carpet Cleaners, the customer confirms that they have read, understood, and accepted these Terms and Conditions. The customer also confirms that they have authority to arrange the work at the property concerned and that they will cooperate with reasonable instructions needed to complete the service safely and lawfully. These terms are designed to support a clear service relationship and a reliable cleaning experience for all parties involved.