Colindale Carpet Cleaners Terms and Conditions
These Terms and Conditions set out the basis on which Colindale Carpet Cleaners provides domestic and commercial carpet cleaning services. By making a booking, requesting a quotation, or allowing work to begin, the customer agrees to these terms. They are designed to make the service clear, fair, and consistent, while also setting expectations for bookings, payments, cancellations, liability, waste handling, and the law that applies to the agreement. Throughout this document, references to we, us, and our mean the carpet cleaning provider, and references to you and your mean the customer or person making the booking.
These terms apply to all carpet cleaning services supplied by us, including stain treatment, fibre-safe deep cleaning, upholstery-related add-ons where agreed, and any associated treatment recommended during the appointment. If any individual service is subject to extra terms, those terms will be made clear before the job starts. If there is any conflict between a written quotation and these Terms and Conditions, the quotation will apply only to the extent of the specific pricing or service details stated in it, while the rest of these terms will remain in force.
We reserve the right to update or revise these terms at any time. The version in force at the time of booking will apply to that job. If the customer asks for a copy in advance, we may provide it electronically or in another reasonable format. It is the customer’s responsibility to review the terms before confirming a booking, particularly where access, parking, floor protection, drying times, or specialist materials may affect the service.
Booking process begins when the customer submits an enquiry or requests a quotation. A booking is only confirmed once we have accepted the request and sent a confirmation, which may be written or electronic. Any estimated arrival time is provided in good faith but is not a guarantee. Delays can occur due to traffic, previous job overruns, weather, equipment issues, or access restrictions. We will aim to notify the customer if the scheduled time needs to change.
Before the appointment, the customer must provide accurate details about the premises, the type of flooring or fabric, known stains, prior treatments, and any relevant hazards. A carpet cleaning company can only quote accurately when it receives correct information. If the customer gives incomplete or misleading details, we may revise the quotation, alter the scope of work, or decline the service. The customer must also ensure that the area is reasonably accessible, with sufficient space for cleaning equipment, water access where needed, and safe entry to the property.
We may refuse or postpone a booking if conditions are unsuitable for safe or effective cleaning. This includes excessive soiling beyond what a standard cleaning process can reasonably address, infestations, structural damage, unsafe electrics, flooding, or the presence of hazardous materials. Where a job is cancelled or paused for these reasons after arrival, a call-out or wasted attendance charge may apply, provided this is reasonable and explained to the customer.
Payments must be made in accordance with the price agreed at booking or as updated and accepted before the service begins. Unless stated otherwise, prices are quoted exclusive of any special add-ons requested on site. These may include extra stain treatment, furniture movement beyond the standard arrangement, additional rooms, or specialist cleaning methods. If additional work is approved by the customer during the visit, the price may be adjusted accordingly.
Payment is due immediately upon completion unless we have agreed a different arrangement in writing in advance. We accept only the payment methods confirmed at the time of booking. If a deposit is requested, it may be used to secure the appointment and may be non-refundable where the cancellation terms apply. Failure to pay on time may result in debt recovery action, reasonable administrative charges, and any lawful costs associated with recovering the outstanding amount. Any discount, promotion, or special offer is valid only for the stated period and may be withdrawn if booking conditions are not met.
Where a quotation is based on an inspection, it may change if the actual condition of the carpet or fabric differs materially from the description supplied. In such cases, we will explain the reason for the revised price before continuing. The customer remains responsible for payment where the work has been completed in line with the revised agreement or where extra labour has been requested and accepted on site.
Cancellations must be made with reasonable notice. If you need to cancel or reschedule, you should do so as soon as possible after becoming aware of the issue. If a cancellation is made less than 24 hours before the appointment, or if access is not available when we arrive, we may charge a cancellation fee or the full appointment cost where we have incurred loss and the circumstances make such a charge reasonable. Any deposit paid may be retained to offset administrative and scheduling losses.
If we need to cancel or reschedule due to illness, equipment failure, unsafe weather, or other events beyond our control, we will aim to offer a new appointment at the earliest practical time. We are not responsible for indirect losses caused by a change of date, provided we have acted reasonably. The customer agrees that a missed appointment caused by incorrect address details, denied entry, lack of access, or absence of an authorised person may be treated as a customer cancellation.
Where a customer wishes to change the scope of the work, such as removing a room from the order or adding an extra area, the revised arrangement must be agreed before the appointment proceeds. We may refuse last-minute changes if they affect time allocation, pricing, or equipment requirements. Any carpet cleaning service booking secured for a fixed time slot may also be subject to minimum notice periods if specifically stated in the quotation.
Liability is limited to losses directly caused by our negligence or by a breach of these terms, subject to the limitations set out below. We will use reasonable skill and care in providing our services, but cleaning results depend on fibre type, pre-existing wear, prior treatments, hidden defects, and the condition of the item before cleaning. Some stains, marks, odours, shading, colour loss, pile distortion, or shrinkage may not be fully removable even when all reasonable care has been taken.
We are not liable for pre-existing damage, including but not limited to fraying, loose seams, faded dyes, water-sensitive backing, buckling, delamination, permanent indentation, or deterioration caused by age or previous improper cleaning. The customer should tell us about any known weakness or delicate material before work begins. If the customer requests a process that carries increased risk, we may ask for confirmation before proceeding. Our liability does not extend to indirect or consequential loss, loss of profit, loss of opportunity, or inconvenience arising from the service, except where such exclusion is not permitted by law.
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. Where a claim is valid, our liability will normally be limited to the amount paid for the relevant service, unless a different limit is required by law. The customer must notify us of any issue within a reasonable time after the service so that the matter can be investigated properly. Failure to do so may affect our ability to resolve the claim.
Customers are responsible for moving fragile items, valuables, and any small objects that could obstruct work or be damaged during cleaning. We may move lightweight furniture if agreed, but we do not move heavy, fixed, electrical, or potentially unsafe items unless specifically arranged and safe to do so. Where furniture is moved, the customer accepts that minor marks or impressions may remain beneath it, as these are often present before cleaning and can be hidden by normal placement.
Waste regulations must be followed at all times. Any waste water, used cleaning solution, contaminated materials, sludge, or debris generated during the work will be handled in a lawful and environmentally responsible manner. We will not dispose of restricted waste down drains, sinks, or any place where disposal would breach environmental or sanitation requirements. If a job produces waste requiring specialist disposal, we may either arrange lawful removal or refuse to proceed unless the customer agrees to the related cost and method of disposal.
The customer must disclose any substances on the carpet or fabric that may be hazardous, including chemicals, bodily fluids, mould, pests, or biohazards. We may decline to handle material that poses a risk to health, staff safety, or compliance with waste and environmental rules. If specialist disposal is needed, the customer may be responsible for the associated charges where they arise from the condition of the item or from information not disclosed before the booking. We aim to keep all disposal processes aligned with applicable UK waste legislation and good practice.
We may suspend or end the service if the working environment becomes unsafe, if the customer acts abusively, or if unforeseen conditions prevent us from delivering the service to a reasonable standard. In such cases, the customer may be charged for work already carried out and for materials used. Our right to suspend or terminate does not affect any rights or remedies available to either party under law.
Governing law applies to these terms in England and Wales. Any dispute, claim, or question arising out of or relating to a booking, service, payment, cancellation, or liability issue shall be governed by the laws of England and Wales and interpreted accordingly. The courts of England and Wales shall have jurisdiction to resolve disputes, unless mandatory consumer law provides otherwise. If any part of these terms is found to be invalid or unenforceable, the remaining parts will continue in full force.
These Terms and Conditions represent the full agreement between the customer and Colindale Carpet Cleaners regarding the relevant service, unless a written variation has been agreed by both parties. No statement made before booking will override these terms unless it has been confirmed in writing. The failure to enforce any right under these terms at any time will not be treated as a waiver of that right.
