Southfields Carpet Cleaners Terms and Conditions

These Terms and Conditions set out the basis on which Southfields Carpet Cleaners provides domestic and commercial cleaning services in the UK. By making a booking, the customer agrees to be bound by these terms and to ensure that all information supplied is accurate, complete and up to date. These terms are intended to create a clear and fair framework for both parties, covering the booking process, payment arrangements, cancellations, liability, waste handling and the governing law that applies to the agreement.

In these terms, references to “we”, “us” and “our” mean Southfields Carpet Cleaners, and references to “you” and “your” mean the customer or any person acting on the customer’s behalf. The services may include carpet cleaning, upholstery cleaning, stain treatment, rug cleaning and related fabric care services, depending on what has been agreed in writing or verbally at the time of booking. Any variation to these terms must be agreed by us in writing.

We reserve the right to refuse or suspend a booking where the information provided is incomplete, misleading or where the proposed work would be unsafe, unlawful or impracticable. Nothing in these terms affects your statutory rights as a consumer under UK law. Any reference to “cleaning results” should be understood as a reasonable service outcome, not a guarantee that all marks, odours, stains or wear will be fully removed.

1. Booking Process

A booking is accepted only when we have confirmed the appointment and, where applicable, received any required deposit or pre-authorisation. Requests made by phone, email, text or online form are treated as an invitation to treat and do not amount to a binding contract until confirmed by us. We may ask for details including the type of flooring or fabric, approximate room sizes, access arrangements, parking restrictions, pet presence, known stains and any prior cleaning products used.

You are responsible for ensuring that the information provided at the time of booking is correct. If the actual condition of the item or area differs materially from the description given, we may need to revise the quote, alter the scope of work or decline the service on arrival. The booking confirmation may include the service date, estimated duration, agreed price, any special conditions and any customer preparation required before work begins.

We will attend at the agreed time or within a reasonable arrival window where one has been specified. However, arrival times are estimates rather than guarantees, as delays can arise from traffic, access issues, previous appointments or circumstances beyond our control. If we become aware of a significant delay, we will aim to notify you as soon as reasonably possible. You must ensure safe and suitable access to the premises and a person aged 18 or over is present unless we have agreed otherwise.

2. Service Conditions

Before work starts, we may inspect the relevant areas and confirm that the service can be carried out safely and effectively. We may refuse to clean an item or area if it is heavily soiled, structurally damaged, excessively delicate, contaminated, infested, or otherwise unsuitable for treatment. In such cases, any call-out fee, minimum charge or deposit remains payable unless we decide otherwise at our discretion.

The customer must remove fragile items, valuables, loose fittings, breakables and any personal property that could be damaged by the cleaning process. We do not accept responsibility for items left in the work area unless loss or damage is caused by our negligence or wilful misconduct. If furniture needs moving, the customer should inform us in advance. We may move light and reasonably portable items at our discretion, but we are not obliged to move heavy, fixed or unsafe furniture.

Where cleaning chemicals, water extraction, steam or other equipment are used, minor side effects may occur, including temporary dampness, slight odour retention, colour variation or a longer drying period. Natural fibres, old dyes, pre-existing wear, previous cleaning attempts and hidden defects can affect results. We do not guarantee the removal of all stains, including those caused by dye transfer, bleaching, urine, ink, paint, rust, tannins or adhesive residues.

For hygiene and safety, you must disclose any health hazards, contamination, pests, mould, bodily fluids or biohazard concerns before the appointment. We may decline to proceed if the site presents a risk to staff, equipment or property. If you fail to disclose a material issue and we incur additional time, disposal costs or specialist treatment requirements, those costs may be charged to you in addition to the original price.

3. Pricing and Payments

Prices are usually quoted based on the information available at the time of booking. Unless otherwise stated, quotations are exclusive of any additional work that becomes necessary because the condition of the items differs from what was described, because access is restricted, or because there are unexpected obstacles or contamination. Any revised charge will be explained before additional work is carried out where reasonably practicable.

Payment is due immediately on completion unless a different arrangement has been agreed in writing before the service date. We may accept payment by bank transfer, card payment, cash or other methods stated in the booking confirmation. If a deposit has been required, it may be non-refundable in whole or in part in the event of cancellation, late cancellation or failure to provide access, subject to applicable law.

You must ensure that cleared funds are available when payment is due. If payment is declined, delayed or reversed, we may charge reasonable recovery costs and suspend further services until the account is settled. We reserve the right to charge interest on overdue sums at the statutory rate permitted under UK law, together with any reasonable costs of collection where lawful.

Any promotional pricing, discount or special offer applies only to the specific booking and period stated and may be withdrawn or amended at any time before acceptance. Offers cannot usually be combined unless we agree otherwise. The price quoted will normally remain fixed for the agreed scope of work, but may change if you request extra areas, upgraded treatment or additional stain removal on the day.

4. Cancellations and Rescheduling

You may cancel or reschedule a booking by giving us reasonable notice. Where a booking is cancelled less than a specified notice period before the appointment, we may charge a cancellation fee to cover administration, allocation of staff time and lost availability. The exact amount may depend on the notice given, the size of the booking and whether a deposit has already been taken.

If we need to cancel or rearrange a booking due to illness, equipment failure, severe weather, access restrictions, safety concerns or any other cause beyond our reasonable control, we will try to offer an alternative date within a reasonable time. Our liability in such circumstances is limited to rescheduling the appointment or refunding any prepaid amount for the affected service, unless otherwise required by law.

If you are not present at the agreed time and no suitable access has been arranged, we may treat the appointment as cancelled by you and charge a missed appointment fee. Similarly, if the property is inaccessible, unsafe or materially different from the description given, we may cancel the service and retain or invoice for reasonable costs already incurred. Repeated cancellations may lead us to refuse future bookings.

If you wish to move the appointment, we will do our best to accommodate the request, but availability cannot be guaranteed. A rescheduled booking may be treated as a cancellation followed by a new booking where required by our scheduling system or where staff and resources have already been allocated. Any confirmed deposit may be transferred to the new date at our discretion.

Should you need to amend the scope of work before the appointment, please notify us as early as possible. Changes made at short notice may not be reflected in the original quote, especially where they require extra time, different products or additional staff. We reserve the right to decline a reschedule request if the new date is not available or if the amendment would materially affect the service plan.

5. Liability and Limitations

We will exercise reasonable skill and care in performing our services. If we fail to do so, our responsibility is limited to re-performing the affected service, reducing the price proportionately, or providing a refund where appropriate and required 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 limited under UK law.

We are not liable for pre-existing damage, hidden defects, wear and tear, shrinkage, colour loss, fibre distortion, weakened backing, loose stitching, water marks from previous incidents or damage caused by unsuitable materials. Where an item is fragile, antique, unlabelled, incorrectly maintained or inherently unstable, you accept that cleaning may carry an increased risk. We may ask you to sign a disclaimer where an item is cleaned against our advice.

To the fullest extent permitted by law, we are not responsible for indirect or consequential loss, loss of profits, loss of business, loss of use, loss of enjoyment, or any other economic loss arising from or connected with the service. Our total liability for any claim relating to a specific booking will not exceed the amount paid or payable for the service in question, except where the law states otherwise.

You agree to notify us promptly if you believe damage has occurred. Any claim should be made within a reasonable time and supported by clear evidence, including photographs and a description of the alleged issue. We may need a reasonable opportunity to inspect the item or area, and you must not arrange irreversible repairs before that inspection unless failure to do so would be unreasonable.

6. Waste, Materials and Regulatory Compliance

We operate in line with applicable UK waste and environmental regulations. Wastewater, residues, used cloths, packaging and any contaminated material arising from the service will be handled responsibly and disposed of in accordance with relevant legal requirements and accepted environmental practice. Where specialist disposal is needed due to contamination, biohazard risk or unusual waste streams, additional charges may apply.

You must not ask us to dispose of prohibited, hazardous or regulated waste unless we have expressly agreed and are legally able to do so. This includes materials that require specialist handling, such as chemical waste, sharps, asbestos-related material or other controlled substances. If such material is discovered during the service, we may stop work immediately and, where appropriate, report the issue to the relevant authorities or advise you to arrange specialist removal.

Any cleaning products or materials supplied by us remain our property until used, unless otherwise agreed. You must not interfere with equipment, dilute chemicals, or use our products for purposes other than those intended. If your premises contain sensitive surfaces or systems, you should inform us in advance so that suitable methods can be selected. We may decline to use a requested product if we believe it is unsafe or unsuitable.

In carrying out the service, we may take reasonable steps to minimise waste and environmental impact, but we do not guarantee the use of any particular eco-label, process or product unless explicitly stated in the booking confirmation. If you request the removal of packaging, waste or non-standard debris, we may charge extra if this falls outside routine service activity.

7. Customer Responsibilities

You must ensure the work area is reasonably clear, accessible and safe. Floors should be free from obstructions where possible, and water, electricity and other facilities needed for the service should be available. You are responsible for securing pets, notifying occupants and protecting any items that are likely to be affected by cleaning. If children or vulnerable persons are present, you must take appropriate precautions to ensure their safety.

You confirm that you either own the items to be cleaned or have authority from the owner or occupier to authorise the service. By booking, you warrant that you have the right to permit the work to proceed and that the premises or items are not subject to any restriction preventing cleaning. If a third party later objects, we will not be liable for any resulting delay, cancellation or dispute.

If our staff are required to wait, return, or repeat work because of your failure to prepare the premises or because access is not available, we may charge for the additional time at our standard rate. Where a job takes longer than expected because of excessive dirt, staining or unforeseen conditions, we may also adjust the price accordingly after discussing the matter with you where possible.

8. Force Majeure and General Terms

We will not be in breach of these terms where failure or delay is caused by events beyond our reasonable control, including but not limited to extreme weather, fire, flood, industrial action, utility failure, transport disruption, public health restrictions, equipment shortages or acts of government. In such cases, performance may be suspended, rescheduled or cancelled without liability other than as required by law.

If any part of these terms is found to be unlawful, invalid or unenforceable, that part will be treated as removed to the minimum extent necessary, and the remainder will continue in full force and effect. No delay or failure by us to enforce any right will operate as a waiver of that right. Any waiver must be in writing to be effective.

We may update these Terms and Conditions from time to time. The version in force at the date of your booking will apply to that booking unless a change is required by law or agreed otherwise. If you continue to use our services after a revised version has been notified, you may be treated as having accepted the updated terms for future bookings.

9. Governing Law

These Terms and Conditions and any dispute or claim arising from them, whether contractual or non-contractual, 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.