Roehampton Carpet Cleaners Service Terms and Conditions
These Terms and Conditions apply to all services provided by Roehampton Carpet Cleaners and set out the basis on which we supply carpet cleaning, upholstery cleaning, rug cleaning, stain treatment, and related domestic or commercial cleaning services. By making a booking, confirming an appointment, or allowing our operatives to begin work, you agree to be bound by these terms. Please read them carefully before placing an order. These terms are written for clarity and are intended to protect both the customer and the service provider.
In these terms, references to “we”, “us”, and “our” mean Roehampton Carpet Cleaners, and references to “you” and “your” mean the customer or person requesting the service. The terms apply whether the service is arranged by telephone, email, online form, or any other accepted booking method. They also apply where a booking is made on behalf of a landlord, tenant, managing agent, business, or other third party. If any part of these terms is found to be unenforceable, the remainder will continue to apply to the fullest extent permitted by law.
We reserve the right to update or amend these terms from time to time. Any updated version will apply to bookings made after the change takes effect. The version applicable to your booking is the version in force at the time your order is confirmed. These service terms are intended to complement, not replace, your statutory rights under UK consumer law where those rights apply.
Booking process begins when you provide us with the required details about the property, the items to be cleaned, the type of soiling, access arrangements, and your preferred date or time. A booking request does not in itself guarantee availability. A booking is only confirmed when we have accepted the request and, where relevant, you have agreed to any quotation, estimated price, or minimum charge. We may ask for photographs, room counts, fibre information, or other relevant details so that we can assess the work accurately. Any estimate is based on the information you provide and may change if the actual conditions differ materially from the description given at the time of booking.
When you book carpet cleaning services in Roehampton, you must ensure that the person making the booking has authority to do so. You are responsible for ensuring that access to the property is available at the agreed time. This includes entry arrangements, parking permissions, building access codes, and any permissions required from landlords, agents, neighbours, or building management. If we cannot gain access or are unable to complete the service because of missing information or restricted access, a call-out charge or cancellation fee may apply. We may also reschedule if the property is unsafe, excessively cluttered, or unsuitable for the agreed work.
Once a booking is confirmed, you are responsible for making sure the area to be cleaned is ready for service. This usually means moving small personal items, securing valuables, and advising us of any hidden risks such as fragile flooring, loose carpet seams, electrical hazards, pest issues, or water-sensitive materials. We may refuse to clean items or areas that are likely to be damaged by wet cleaning, specialist stain treatment, or standard carpet extraction methods. Any change to the service scope must be agreed before work begins and may affect the price and completion time.
Prices and payments are based on the type and size of the work, the condition of the items, the cleaning method required, and any additional treatments requested. All prices are quoted in pounds sterling unless stated otherwise. We may offer fixed prices, estimates, or hourly rates depending on the job. An estimate is not a final price if the condition or scope of the work differs from the description provided. If additional services are requested on the day, or if significant extra time, equipment, or specialist solutions are needed, we may revise the price before proceeding.
Payment is normally due on completion of the service unless otherwise agreed in writing in advance. We may request a deposit for larger, commercial, or repeated bookings. Accepted payment methods may include bank transfer, card payment, cash, or other methods we notify you about from time to time. Where payment is by invoice, the invoice must be settled by the date stated on it. If payment is late, we may charge reasonable debt recovery costs, statutory interest, or both, to the extent allowed by law. Any promotional offer, discount, or special rate will apply only in accordance with its stated conditions.
Cancellation policy applies to all bookings. If you wish to cancel or reschedule, you must notify us as soon as possible. Cancellations made with sufficient notice may not attract a charge, depending on the type of service and the amount of preparation already completed. However, if you cancel at short notice, fail to provide access, or are not ready for the appointment, we may charge a cancellation fee to cover reserved time and operational costs. For bookings involving multiple operatives, specialist equipment, or significant materials, a higher cancellation charge may apply if costs have already been incurred.
Where we arrive at the property and cannot proceed because the information supplied was inaccurate, the property is unsuitable, or the customer is absent without prior agreement, the booking may be treated as a late cancellation or aborted visit. In such cases, we may charge the full or partial booking value, depending on the circumstances. If we need to cancel due to illness, severe weather, equipment failure, or other events outside our reasonable control, we will make reasonable efforts to rearrange the appointment promptly. We are not liable for any indirect loss arising from a lawful cancellation or rescheduling where we have acted reasonably.
Service standards and limitations are important because carpet cleaning is a specialist process and results can vary according to fabric, age, wear, previous treatments, moisture tolerance, dye stability, and the nature of any contamination. We will use reasonable skill and care when performing the service, but we cannot guarantee the removal of every stain, odour, mark, or contamination source. Some stains may be permanent or may reappear after drying due to wicking, pre-existing damage, or contamination beneath the surface. We may decline to use chemicals or methods that we believe could damage the material or undermine the safety of the treatment.
We may advise you that certain items, including antique rugs, delicate upholstery, water-sensitive fibres, or structurally weak carpets, are best treated by alternative methods or not cleaned at all. If you instruct us to proceed contrary to our advice, you do so at your own risk. Any sample cleaning, patch test, or pre-inspection carried out before the main service is for assessment only and does not guarantee the final result. Normal drying times can vary depending on ventilation, ambient temperature, humidity, and fibre type, and we are not responsible for delays caused by environmental conditions after the service has been completed.
Liability is limited to loss or damage directly caused by our negligence, breach of contract, or failure to exercise reasonable care and skill. We will not be responsible for pre-existing damage, hidden defects, worn backing, loose fibres, colour loss due to unstable dyes, shrinkage caused by unsuitable materials, or deterioration arising from the condition of the item before cleaning. Customers should notify us of any known defects, repairs, prior flooding, moth damage, pet contamination, or prior use of unsuitable stain removers. Failure to disclose such matters may affect our ability to clean safely and may exclude liability where the undisclosed condition contributed to the issue.
We do not exclude or limit liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for any other liability that cannot legally be excluded under UK law. Subject to that, our total liability for any claim arising from a service will not exceed the total amount paid or payable for the specific service giving rise to the claim, except where a different limit is required by law. We shall not be liable for loss of profit, loss of business, loss of opportunity, or any indirect or consequential loss, whether arising in contract, tort, or otherwise.
Customer responsibilities include removing fragile ornaments, securing pets, warning us about access restrictions, and taking reasonable steps to protect furniture, electronics, and personal items. If we move furniture as part of the service, we do so only where safe and practical, and we are not responsible for damage caused by unstable, overfilled, or poorly assembled items. You should also check that the space has adequate ventilation and that any drying instructions are followed after the service. If you fail to follow our advice, any resulting damage or poor outcome may not be covered by us.
Waste regulations and environmental handling are an important part of our service. We will operate in a manner intended to comply with applicable UK environmental and waste laws, including proper handling of wastewater, extracted residues, disposable materials, and any non-hazardous waste generated during the service. Where our work creates waste that must be removed from the premises, we may manage it in accordance with lawful disposal requirements. You must not ask us to dispose of hazardous, illegal, or regulated materials unless we have expressly agreed to do so and are legally permitted to handle them.
If contaminated materials, bodily fluids, mould-infested items, pest-related waste, or other potentially hazardous substances are present, you must tell us before the appointment. We may refuse to proceed or may require specialist arrangements if the materials present a health, safety, or regulatory concern. Any disposal charges, specialist cleaning requirements, PPE costs, or extended handling time may be added to the booking price where permitted. We may also suspend work if we believe the conditions create an unacceptable risk to staff, occupants, or property.
We expect customers to comply with all applicable waste-handling rules on the premises. If waste generated by the service must be stored temporarily before removal, you must provide a safe and suitable area. You are responsible for any legal restrictions affecting the property, including building policies, lease terms, and waste segregation requirements. If a customer requests that waste or residues be left on site contrary to law or reasonable practice, we may refuse and may take any steps necessary to comply with our own legal obligations.
Complaints and reinspection should be raised promptly if you believe the service has not been delivered with reasonable care and skill. You must give us a reasonable opportunity to assess the concern, which may include a reinspection of the cleaned area and a review of any relevant photographs, care instructions, or pre-existing condition notes. If a genuine service issue is identified, we may offer a re-clean, a partial refund, or another reasonable remedy at our discretion, subject to your statutory rights. No complaint will be considered if the issue arises from misuse, poor aftercare, or conditions beyond our control.
Any claim for damage must be reported as soon as reasonably possible and in any event within a reasonable period after the service. You should preserve the item and avoid further treatment until the matter has been reviewed, unless delaying action would worsen the damage. We may ask for evidence such as photographs, purchase information, or repair quotations. If a third party has attempted repair, treatment, or alteration before we inspect the item, this may affect our assessment and liability. We are not responsible for claims made long after the service where timely notification would have allowed us to investigate properly.
Force majeure means events outside our reasonable control, including but not limited to severe weather, fire, flood, pandemic-related restrictions, transport disruption, labour disputes, power failure, equipment shortages, and acts of public authority. If such an event prevents or delays performance, we may suspend the booking, reschedule the service, or cancel it without liability for any indirect loss. We will act reasonably and communicate any necessary changes as soon as practicable. Where a deposit has been paid for a service that cannot proceed because of a force majeure event, we may offer a rescheduled appointment or a refund depending on the circumstances.
Data and privacy principles apply where we collect information needed to manage your booking, communicate about the service, issue invoices, or maintain records. We will use personal information only for legitimate business purposes and in line with applicable data protection laws. We may retain service records for administrative, accounting, or legal purposes for a reasonable period. You are responsible for ensuring that any personal data you provide is accurate and that you have permission to share any third-party details included in the booking.
Governing law and jurisdiction apply to these terms. These Terms and Conditions are governed by the laws of England and Wales. Any dispute arising from or relating to the services, these terms, or any booking shall be subject to the exclusive jurisdiction of the courts of England and Wales, unless mandatory law requires otherwise. Nothing in these terms affects your statutory rights where they cannot legally be waived or limited. If a court or competent authority determines that any provision is invalid, unlawful, or unenforceable, that provision will be interpreted as far as possible to reflect the original intention, and the remaining provisions will remain in force.
By confirming a booking with Roehampton Carpet Cleaners, you acknowledge that you have read, understood, and agreed to these service terms. You also confirm that you are authorised to arrange the work, that the information you have supplied is accurate to the best of your knowledge, and that you will provide reasonable access and cooperation for the completion of the service. These terms are intended to create a fair and transparent framework for both parties and to support the safe and lawful delivery of professional cleaning services.