Catford Carpetcleaning Service Terms and Conditions
These Terms and Conditions set out the basis on which Catford Carpetcleaning provides carpet, upholstery, rug, and related cleaning services to domestic and commercial customers in the UK. By making a booking, confirming an appointment, or allowing our technicians to carry out work, you agree to be bound by these terms. Please read them carefully before placing a booking. These terms are designed to provide clarity on the booking process, payment arrangements, cancellation rights, service limitations, liability, waste handling, and the governing law that applies to our carpet cleaning services.
Service Agreement means the arrangement between the customer and Catford Carpetcleaning for the supply of cleaning services. Customer means the person or business requesting the service. Premises means the property where the service is carried out. References to “we”, “us”, and “our” mean Catford Carpetcleaning. References to “you” and “your” mean the customer. These terms apply whether the service is arranged by phone, email, online form, or any other accepted booking method.
Nothing in these terms affects your statutory rights under UK consumer law where applicable. If any part of these terms is found to be unenforceable, the remaining provisions will continue in full force. We may update these terms from time to time to reflect operational changes, legal requirements, or improvements to our service. The version in force at the time of booking will normally apply to your appointment unless a later update is required by law.
1. Booking Process
Bookings are accepted subject to availability and confirmation by us. A request for service does not guarantee an appointment until we have confirmed the date, time window, service scope, and any key details needed to complete the work. We may ask for information about the type of carpet, the size of the area, the level of soiling, access conditions, parking restrictions, water supply, or any previous treatments. Accurate information is important because it helps us provide a suitable estimate and allocate the correct equipment and time.
When you make a booking, you must ensure that the details provided are complete and correct. If you later discover that the information was inaccurate, you should inform us as soon as possible. Changes to the service scope may affect the quotation, the duration of the appointment, or the outcome of the cleaning process. We reserve the right to decline or amend a booking if, on arrival, the actual conditions differ materially from those described at the time of booking.
The booking will be deemed accepted when we send confirmation, issue an appointment reference, or otherwise tell you that the service has been scheduled. Any estimate given before confirmation is subject to final review. A quotation may be based on standard room sizes, specific items, or an agreed hourly or fixed-rate structure. Unless expressly stated otherwise, quotations are valid for a limited period and may be withdrawn or revised if circumstances change.
2. Service Delivery and Access
On the day of the appointment, you must provide reasonable access to the premises and ensure that the areas to be cleaned are available and reasonably clear of personal belongings where possible. We may need access to water, electricity, and ventilation. If the property is in a shared building or otherwise subject to access controls, you are responsible for arranging entry in advance. Delays caused by restricted access may shorten the time available for cleaning or lead to additional charges if a return visit is required.
Our technicians will use professional judgment to determine the most suitable cleaning method for the condition and fibre type of the item or floor covering. We may decline to proceed with a particular treatment where there is a risk of damage, where the material is unsuitable, or where prior wear, staining, colour loss, shrinkage, or existing defects make results uncertain. Catford Carpetcleaning does not guarantee the complete removal of every stain, odour, mark, or contamination, especially where the issue has become permanent or has previously been treated by others.
We will normally work with reasonable care and skill and will aim to leave the treated areas as clean as the condition of the item reasonably allows. Drying times are estimates only and can vary due to weather, airflow, material composition, and the extent of soiling. You should keep cleaned areas ventilated and avoid use until sufficiently dry. We are not responsible for delays caused by environmental conditions beyond our control.
3. Payments and Charges
Prices may be presented as fixed fees, from-prices, itemised quotations, or hourly charges, depending on the nature of the work. Unless otherwise agreed in writing, the price confirmed at booking will apply to the agreed scope only. Additional charges may arise where there are extra rooms, larger-than-declared areas, heavy soiling, specialist stain treatment, deodorising, stain protection, urgent attendance, parking charges, or circumstances requiring more time, labour, or materials than originally anticipated.
Payment is due in accordance with the arrangement confirmed at the time of booking. We may require payment on completion, before completion, or in part in advance for certain appointments, particularly where materials are purchased specially or where the booking is of a commercial or repeated nature. Accepted payment methods may vary, but any payment method offered will be clearly communicated before the service is carried out. You must ensure funds are available and that payment is made promptly when due.
If payment is not received by the due date, we may charge reasonable administrative costs and, where permitted by law, interest on overdue sums. We may also suspend future services, withhold completion documentation, or take other lawful steps to recover outstanding amounts. Any dispute about an invoice must be raised promptly and in good faith. Undisputed amounts must still be paid by the due date while any genuine billing issue is being reviewed.
All prices are stated in pounds sterling unless otherwise agreed. VAT will be charged where applicable. Any promotional discount, voucher, or offer applies only according to its published terms and may not be combined with other offers unless expressly stated. If a price is clearly incorrect due to an obvious error, we reserve the right to correct it before proceeding, and you may choose whether to continue at the corrected rate or cancel without charge if the correction is material.
4. Cancellations, Rescheduling, and Non-Attendance
You may cancel or reschedule a booking by giving reasonable notice. The closer the cancellation is to the appointment time, the more difficult it may be to reallocate the slot, so a late cancellation charge may apply where we have already reserved staff, equipment, or travel time. If a cancellation fee is applicable, it will be proportionate and communicated in advance where possible. Any deposit paid may be used against genuine loss suffered as a result of late cancellation, subject to applicable consumer law.
If you are not present at the property, fail to provide access, or are otherwise unable to proceed at the agreed time, we may treat the appointment as a late cancellation or failed visit. In such cases, a call-out fee, wasted journey fee, or minimum charge may be applied where reasonable. We will usually try to contact you and wait a reasonable period, but we are not obliged to do so indefinitely. Repeated missed appointments may lead us to require prepayment for future bookings.
We may cancel or rearrange an appointment if staff become unavailable, equipment fails, weather conditions make attendance unsafe, access cannot be achieved, or we consider the premises to be unsuitable for safe and effective cleaning. If we cancel for reasons within our control, we will offer a new appointment or refund any prepayment for the cancelled portion of the work. We are not liable for indirect loss arising from cancellation where the law allows us to limit liability in this way.
5. Liability and Limitations
We will exercise reasonable care and skill in providing our carpet cleaning services. However, cleaning involves treatment of materials that may already be worn, delicate, colour-fastness tested by prior conditions, or affected by hidden defects. We are not responsible for pre-existing damage, including fading, pile distortion, shrinkage, seam weakness, dye migration, water marks, permanent stains, moth damage, burns, poor previous repairs, or damage caused by unsuitable manufacturer instructions. You are responsible for informing us of any special concerns before work begins.
Where we handle items, we may move lightweight furniture only if it is safe and practical to do so. We do not normally move fragile, heavy, fixed, valuable, or electrically connected items. If you ask us to move such items, you do so at your own risk and must ensure they are disconnected and safe to handle. We are not liable for incidental marks, slight colour variation, or normal changes in texture that may occur as a result of professional cleaning, provided we have acted with reasonable care.
If we damage your property through our negligence, our liability will be limited to the reasonable cost of repair or replacement, taking into account fair wear and tear, depreciation, and any pre-existing condition. We do not exclude liability for death or personal injury caused by our negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be excluded under UK law. Subject to that, we are not liable for loss of profit, loss of opportunity, business interruption, or any indirect or consequential losses.
If you believe a problem has arisen following the service, you must notify us within a reasonable time and allow us the opportunity to inspect the issue. Where appropriate, we may offer a re-clean, adjustment, or other reasonable remedy. Any remedy will be assessed on the facts, including the condition of the item before cleaning, the cleaning method used, and whether proper aftercare was followed. Failure to follow aftercare instructions may reduce or remove any remedy otherwise available.
6. Waste Regulations, Environmental Duty, and Materials Handling
We operate in accordance with applicable UK waste handling and environmental rules relevant to our services. Waste water, spent cleaning solution, and removed debris will be handled responsibly and disposed of in line with lawful requirements and best practice. You agree not to ask us to dispose of regulated waste, hazardous materials, clinical waste, sharp objects, or substances that require specialist collection unless this has been expressly agreed in advance and lawfully arranged.
If we remove packaging, disposable cloths, empty containers, or other service-related waste, we may take such waste away only where this is part of the agreed service and where lawful disposal is possible. We may refuse to handle any item that appears contaminated, unsafe, or outside the scope of ordinary cleaning waste. Any waste created by your household, tenants, employees, or contractors remains your responsibility unless we have expressly agreed otherwise in writing.
You must inform us before the appointment if the premises contain materials that may require special care, such as asbestos-related surfaces, mould contamination, bodily fluids, chemical residues, pest infestations, or other environmental hazards. We may suspend or terminate the service if we discover conditions that present a health, safety, or legal risk. In such circumstances, you may still be liable for any work already completed, travel costs, or wasted attendance where allowed by law.
7. Customer Responsibilities
You are responsible for ensuring that the premises are suitable for cleaning and that any valuable, fragile, or sentimental items are removed or secured before we arrive. We recommend that you photograph any existing marks or damage before the service if you wish to keep a record of condition. You must also disclose any known issues, including prior spillages, pet accidents, recent renovations, underfloor heating, or previous specialist treatments, as these may affect cleaning outcomes.
Where pets, children, or vulnerable persons are present, you must make suitable arrangements to keep them away from the work area during cleaning and drying. You must not ask our technicians to ignore safety precautions or to use a product or method that they consider unsuitable. If you request work to continue despite advice to the contrary, we may decline that request and may not be responsible for any resulting issue. Your cooperation is essential to the safe and efficient delivery of the service.
Any special instructions should be communicated before work begins. While we will take reasonable steps to follow your preferences, we are not obliged to comply with instructions that are unsafe, unlawful, impractical, or inconsistent with the agreed service. If you are booking on behalf of a landlord, tenant, agent, or business, you confirm that you have authority to arrange the work and to accept these terms on behalf of the relevant party.
8. Governing Law and General Provisions
These Terms and Conditions are governed by the laws of England and Wales. If you live in Scotland or Northern Ireland, mandatory local consumer protections may also apply where relevant, but the interpretation of these terms and any dispute arising from them will be subject to the applicable law stated here unless mandatory legal rules provide otherwise. Any court proceedings must be brought in the courts having proper jurisdiction.
If we choose not to enforce a particular right or remedy immediately, that does not mean we have waived that right. No waiver will be effective unless confirmed by us in writing. You may not transfer your rights or obligations under these terms without our consent, but we may assign or subcontract parts of the work where this is reasonably necessary for service delivery. Any subcontractor acting on our behalf will be expected to follow standards consistent with these terms.
These terms, together with the confirmed booking details and any written quotation, form the entire agreement between you and Catford Carpetcleaning regarding the service, unless otherwise required by law. No statement made verbally before booking will override these written terms unless we confirm the change in writing. If you have any concerns about how these terms apply to your booking, the relevant part of the agreement should be read in a practical and fair way, consistent with UK contract law.
By proceeding with a booking, you acknowledge that you have read, understood, and accepted these Terms and Conditions for Catford Carpetcleaning. They are intended to ensure a clear, lawful, and professional service relationship and to help both parties understand their rights and responsibilities when using our carpet cleaning services.
