Thornton Heath Carpet Cleaners Terms and Conditions

These Terms and Conditions set out the basis on which Thornton Heath Carpet Cleaners provides domestic and commercial carpet cleaning services. By making a booking, confirming an appointment, or allowing our technicians to begin work, you agree to be bound by these terms. They are designed to create a clear, fair, and practical agreement between Thornton Heath Carpet Cleaners and each customer. Please read them carefully before proceeding with any service.

In these terms, references to “we”, “us”, and “our” mean Thornton Heath Carpet Cleaners, and references to “you” or “the customer” mean the person booking or receiving the service. These terms apply to all carpet cleaning, stain treatment, deodorising, and related cleaning services supplied by us unless a separate written agreement states otherwise. Where any inconsistency arises, the written service agreement or quotation will take priority only to the extent that it expressly changes these terms.

Booking process: A booking may be made after you provide the necessary details for us to assess the job, including the type of flooring, the approximate area to be cleaned, access considerations, and any known stains, odours, or special materials. Any quotation given before inspection is an estimate based on the information supplied. The final price may change if the actual work differs from the details originally provided. A booking is not confirmed until we accept it and, where required, receive any agreed deposit or written confirmation from you.

Service Scope and Customer Responsibilities

We will use reasonable care and skill in providing carpet cleaning services, but the outcome may vary depending on fibre type, age, wear, previous treatments, and the condition of the carpet at the time of cleaning. Certain marks, permanent stains, dye transfer, watermarking, pre-existing damage, or fibre distortion may not be fully removable. While we aim for a high standard of service, the customer acknowledges that cleaning is not the same as restoration and that complete stain removal cannot be guaranteed in every case.

The customer must ensure that the work area is reasonably prepared before we arrive. This includes moving small personal items, securing pets, and providing safe access to the rooms or areas to be cleaned. Unless otherwise agreed, we do not move heavy furniture, electrical appliances, fragile items, or fixed installations. If such items need to be moved, any assistance is at our discretion and may be subject to additional charges. You must also notify us of any health and safety risks, including unstable flooring, exposed wiring, leaks, or other hazards.

You are responsible for telling us about any special cleaning requirements, carpet manufacturer instructions, allergy concerns, or restrictions on the use of water, solutions, or equipment. If you withhold relevant information and this affects the service outcome, we will not be liable for any resulting damage, delay, or dissatisfaction. By allowing us to start work, you confirm that you have authority to agree to these terms and to arrange the service for the property concerned.

Payments and Charges

All prices are stated in pounds sterling unless otherwise agreed. Prices may be quoted as fixed amounts, per room, per square metre, or according to the nature of the job. Quotes are based on the information available at the time and may be revised if the actual work differs from the description given during booking. Additional charges may apply for heavily soiled carpets, urgent appointments, difficult access, extra treatments, or work requested beyond the original scope.

Payment is due in full on completion of the service unless we have agreed a different payment arrangement in writing before the appointment. We may accept card, bank transfer, or other approved payment methods, but acceptance of a method of payment does not waive any right under these terms. If a deposit is required to secure a booking, it must be paid by the deadline stated at the time of booking. Failure to pay any deposit or balance on time may result in cancellation of the appointment or withholding of further services.

If payment is not received when due, we reserve the right to charge reasonable late-payment costs and recover any lawful expenses incurred in seeking payment. Any discount, promotional offer, or special rate applies only to the specific terms of that offer and cannot be combined unless we agree otherwise. All charges remain payable even if the customer is absent, provided that the work has been completed or attempted in accordance with the booking.

Cancellations, Rearrangements, and Access

You may cancel or rearrange a booking by giving us notice as soon as reasonably possible. If you cancel within a short period before the scheduled appointment, we may charge a cancellation fee to cover lost time and administration. The amount of any fee will depend on the notice given, the type of booking, and whether materials, transport, or staff have already been allocated. If you have paid a deposit, it may be retained in full or in part to reflect our losses where cancellation is late or unreasonable.

We may cancel or reschedule an appointment where necessary due to illness, equipment failure, adverse weather, unsafe access, or circumstances beyond our control. If this happens, we will use reasonable efforts to offer a new appointment. We will not be liable for any indirect loss resulting from a change of schedule, provided that we act reasonably and notify you as soon as practicable. If we are unable to complete the service because access is not available, the property is not ready, or the customer is not present where attendance is required, we may treat the visit as chargeable.

Any delay caused by traffic, parking restrictions, or unforeseen site conditions does not automatically entitle the customer to cancel without charge. We will always attempt to arrive within the agreed window, but the timing of carpet cleaning work may vary. If a delay is significant and within our control, we will make reasonable efforts to keep you informed and agree a revised arrangement where practical.

Liability, Damage, and Limitations

We will take reasonable care when cleaning your carpets and when using our equipment, solutions, and methods. However, some risk is inherent in professional cleaning, particularly where materials are delicate, worn, poorly fitted, colour-sensitive, or previously damaged. If you ask us to proceed after being warned of such risks, you accept those risks to the extent permitted by law. We are not responsible for pre-existing defects, hidden weakness, or deterioration that becomes visible during or after cleaning.

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 or excluded under UK law. Subject to that, we will not be liable for loss of profit, loss of business, loss of opportunity, or any indirect or consequential loss arising from the service. Our total liability for any claim relating to a service will be limited to the amount paid or payable for the specific service giving rise to the claim, except where the law requires otherwise.

If you believe damage has occurred, you must notify us within a reasonable time and provide photographs or other relevant information so that we can assess the issue. You must also allow us a reasonable opportunity to inspect the area and, where appropriate, to attempt a remedy. Failure to notify us promptly may affect our ability to investigate the matter and may reduce or remove any remedy available to you. We do not accept responsibility for damage caused by items left in the work area, inadequate preparation, or customer instructions that conflict with our advice.

Waste Regulations and Environmental Compliance

Thornton Heath Carpet Cleaners will carry out its operations in a manner intended to comply with applicable UK waste, environmental, and disposal rules. Waste generated through the service may include used cleaning solutions, dirty water, removed debris, packaging, and disposable protective materials. We will handle and dispose of such waste responsibly and in accordance with relevant legal requirements and safe working practices. Where specialist disposal is required, we may arrange it through appropriate lawful channels.

You must not request or require us to dispose of items, liquids, or materials in a way that breaches waste regulations or environmental law. If the property contains hazardous substances, biological contamination, mould, vermin waste, sharp objects, or any material that may require specialist handling, you must tell us before the appointment. We may decline to work on areas that present an unacceptable health, safety, or legal risk. Where necessary, we may stop work if we discover materials that cannot be handled safely under our standard service.

The customer remains responsible for the lawful storage, removal, and disposal of any items not expressly accepted for disposal by us. We are not responsible for waste that is concealed, misdescribed, or left in the property by others. Any request for additional waste handling or removal beyond the normal scope of carpet cleaning may be refused, quoted separately, or carried out only where permitted by applicable regulations.

Property Conditions, Insurance, and Force Majeure

You are responsible for ensuring the property is suitable for the service and that any valuables, documents, and delicate objects are secured before work begins. We cannot accept responsibility for items that are not removed or protected by the customer where doing so would have been reasonably prudent. Where carpets are fitted over underlay, subflooring, or adhesives that are already failing, cleaning may reveal or worsen an existing condition without that being the result of our negligence.

We maintain insurance cover in line with the nature of our business and will provide evidence of cover where reasonably requested. However, insurance does not alter the customer’s obligation to follow these terms or to act reasonably in relation to preparation, access, and disclosure of relevant information. Any claim must be supported by appropriate evidence, and we may require access to inspect the area and verify the circumstances before any admission of liability or remedial action.

We are not liable for failure to perform, or delay in performing, any obligation where such failure or delay is caused by events beyond our reasonable control. This includes, without limitation, severe weather, transport disruption, power failure, equipment theft, labour shortages, public emergencies, or changes in law. Where a force majeure event occurs, we will take reasonable steps to minimise disruption and, where appropriate, rearrange the service or issue a fair adjustment.

General Terms and Governing Law

We may update these Terms and Conditions from time to time. The version in force at the time of your booking will normally apply to that booking, unless a later version is required by law or expressly agreed. If any part of these terms is found to be unlawful or unenforceable, the remaining provisions will continue in full force. No waiver by us of any right or remedy shall operate as a continuing waiver of that right or remedy.

These terms are intended for the lawful operation of Thornton Heath Carpet Cleaners services and do not create rights in any third party unless expressly stated. Nothing in these terms affects your statutory rights as a consumer where applicable. If a dispute arises, both parties should first try to resolve the matter in good faith and in a practical manner before taking formal action. This approach is intended to avoid unnecessary cost and delay.

The contract between you and Thornton Heath Carpet Cleaners, and any dispute or claim arising from it, 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, except where consumer law provides otherwise. By booking a service, you confirm that you have read, understood, and accepted these terms and that you agree to comply with them throughout the service process.