Raynes Park Carpet Cleaners Service Terms and Conditions
These terms and conditions set out the basis on which Raynes Park Carpet Cleaners provides carpet, rug, upholstery, and related cleaning services to residential and commercial customers. By making a booking, confirming an appointment, or allowing work to begin, the customer agrees to these terms. They are designed to create clarity around the booking process, payment obligations, cancellations, service limitations, liability, waste handling, and the law that applies to this agreement. For the purposes of these terms, references to “we”, “us”, and “our” mean the service provider, and “you” or “customer” means the person or business requesting the service.
These terms apply to all standard cleaning appointments, including one-off cleans, scheduled maintenance visits, stain treatment, and add-on services that may be agreed in advance. They should be read together with any written estimate, quotation, invoice, or job note issued before or during the visit. If any separate written agreement is made, the specific terms of that document will apply only to the extent that they do not conflict with these general terms. Nothing in these terms affects your statutory rights as a consumer under UK law.
We reserve the right to update or amend these terms from time to time. The version in force at the time of booking will generally apply to that booking, unless a later change is required by law or agreed in writing. Any wording in these terms that is found to be unlawful, invalid, or unenforceable will be treated as severed, and the remaining provisions will continue in full force. Headings are included for convenience only and do not affect interpretation.
Booking Process
A booking is only considered confirmed once we have accepted your request and provided a date, time window, or other confirmation by email, message, or another written method. Quotes may be provided based on the information you give us, including room count, floor type, item size, access conditions, and any known stains or problem areas. Raynes Park carpet cleaning appointments are scheduled subject to availability, and the final service scope may be adjusted if the actual condition of the premises differs from the details supplied at the time of quotation.
You are responsible for ensuring that the information you provide is accurate and complete. If access is restricted, if parking or entry arrangements change, or if the condition of the items requires a different treatment method, the quotation may need to be revised. We may refuse or reschedule a booking if the service cannot be safely or effectively carried out on arrival. While we will make reasonable efforts to keep appointments on time, arrival times are estimates and may be affected by traffic, previous jobs, weather, or operational issues beyond our control.
At the time of booking, we may request a deposit, card pre-authorisation, or other confirmation of commitment, especially for larger jobs, repeat services, or specialist treatments. Any such requirement will be communicated before the booking is finalised. If you book on behalf of a household, landlord, letting agent, business, or other organisation, you confirm that you have authority to accept these terms for the relevant premises and that you are responsible for all charges incurred under the booking.
We may need to carry out a brief inspection before starting work in order to confirm the service, identify risks, and determine the most suitable cleaning method. If the site conditions are materially different from what was described at booking, we may amend the price or decline to proceed where it is unsafe, impractical, or unlikely to produce a reasonable result. In such cases, any call-out fee, minimum charge, or cancellation fee that was clearly disclosed before booking may still apply. Any change to the scope of work should be agreed before additional services are performed.
It is your responsibility to clear away personal belongings, fragile items, valuables, confidential documents, and any obstacles that could prevent access to the areas being cleaned. We may move lightweight furniture or portable items where reasonable, but we are not obliged to shift heavy, fixed, or hazardous items. If you ask us to move furniture, you accept the risk of minor marks, scuffs, or disturbances that may arise from normal handling, unless caused by our negligence. Please inform us in advance of any particularly delicate surfaces, hidden damage, loose fittings, or items requiring special care.
We may take reasonable photographs before, during, and after the service for operational, quality-control, insurance, and record-keeping purposes. Any such images will normally be limited to the areas worked on and will not be used in a way that identifies you personally unless necessary for legal, insurance, or business-record reasons. We will handle any personal data in accordance with applicable data protection law and any separate privacy notice that applies to our services.
Prices and Payment
Prices are normally based on the job details provided before attendance, including the size of the area, type of fabric or carpet, soil level, and any special treatments requested. Where a fixed price has been agreed, that price applies only to the work described in the booking confirmation. If additional work is requested on site, or if the original description proves incomplete or inaccurate, we may charge an extra amount for the additional labour, equipment, materials, or time required. Any revised price will be explained before the extra work begins whenever reasonably possible.
Payment is due on completion of the service unless we have agreed a different arrangement in writing before the appointment. We may accept payment by cash, bank transfer, debit or credit card, or another stated method, but the available options may vary. If payment is not made when due, we may charge reasonable recovery costs permitted by law, including any administrative fees, interest, or debt-collection costs where applicable. Title to any supplied goods or materials, if separately itemised, will not pass until they have been paid for in full.
Discounts, promotional offers, or bundle pricing are offered at our discretion and may be withdrawn or amended at any time for future bookings. They do not usually apply retrospectively. Where a deposit has been paid, it will normally be deducted from the final invoice. Deposits may be non-refundable in certain circumstances, particularly where we have reserved time that cannot be reallocated at short notice, provided that this was clearly stated at the time the deposit was taken and remains lawful under consumer protection rules.
Cancellations by the customer should be made as soon as possible. If you cancel with sufficient notice, we will usually not charge a fee, unless a non-refundable deposit or other advance cost was clearly disclosed. If you cancel at short notice or fail to provide access at the agreed time, we may charge a cancellation fee to cover lost time, travel, and preparation costs. The amount charged will be reasonable and proportionate to the loss incurred and will take account of any work already carried out.
We may cancel or reschedule a booking where circumstances make performance impractical or unsafe, including severe weather, equipment failure, staff illness, transport disruption, or the discovery of hazards at the premises. If we cancel, we will offer an alternative date where reasonably possible or refund any advance payment for work not performed, subject to any lawful deduction for services already provided. We are not liable for delay or non-performance caused by events beyond our reasonable control, often referred to as force majeure events.
If you are a consumer and have booked remotely, certain cancellation rights may apply under the Consumer Contracts Regulations 2013. However, where you specifically request that we begin work within the statutory cancellation period, you may lose your right to cancel once the service has been fully performed, and you may be required to pay for work already completed. By asking us to attend before the cancellation period ends, you acknowledge that these rights may be affected in accordance with the law.
Liability, Damage, and Service Limits
We will provide our services with reasonable skill and care. Our liability is limited to loss or damage that is directly caused by our negligence, breach of contract, or failure to meet our legal obligations. We do not exclude liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud, or fraudulent misrepresentation. Subject to those exceptions, we are not responsible for indirect, incidental, or consequential losses such as loss of profit, loss of business, or inconvenience arising from the service.
Cleaning results can vary depending on the age, condition, fibre type, previous treatments, colourfastness, and level of wear of the item or surface. Some stains may be permanent or may respond only partially to cleaning. We do not guarantee complete removal of every stain, odour, mark, or impurity. In some cases, certain materials may react unpredictably to water, heat, detergent, or agitation. By booking a carpet cleaning service, you accept that pre-existing damage, deterioration, or manufacturing defects may become more visible after cleaning.
If you believe that damage has occurred during the service, you must notify us within a reasonable time after completion and provide an opportunity to inspect the issue before arranging repair or replacement with any third party. We may request photographs, access for inspection, and evidence of the item’s pre-service condition. Where we are found to be responsible, our remedy may be limited to re-cleaning, repair, or compensation up to the fair market value of the affected item, taking account of age, wear, depreciation, and any relevant insurance recovery. Nothing in these terms prevents you from pursuing any rights available under mandatory consumer law.
We are not liable for damage arising from items that were already faulty, unstable, poorly installed, or unsuitable for cleaning. This includes, without limitation, loose seams, frayed edges, hidden tears, worn backing, weak adhesives, broken fittings, unsupported furniture, or surfaces that deteriorate due to age or prior treatment. You should tell us about any known vulnerabilities before we begin. If you instruct us to proceed despite a known risk, you accept the consequences to the extent permitted by law. Any advice we provide about maintenance, drying, or aftercare is given in good faith, but the final decision on use or placement remains yours.
Our staff are not authorised to carry out electrical, plumbing, structural, or hazardous repair work beyond what is reasonably necessary to complete the cleaning task safely. We may refuse to use equipment or chemicals where we believe they could damage property or create a risk to health and safety. We may also stop work if the environment is unsafe, if infestations or contamination are discovered, or if animals, children, or bystanders make it impractical to perform the service. In such circumstances, a reasonable charge may still apply for time spent and any materials used.
Waste Regulations and Environmental Handling
We aim to operate in line with applicable UK waste disposal and environmental rules. Waste generated during the service, such as removed soil residues, used cloths, disposable protective materials, or contaminated cleaning waste, will be handled responsibly and disposed of through appropriate channels where required. We may separate waste for recycling or disposal in accordance with legal and practical requirements. You must not ask us to dispose of prohibited, hazardous, or unlawful materials unless this has been expressly agreed and is permitted by law.
Where the cleaning process involves wastewater, residues, or extracted liquids, we will take reasonable steps to manage them safely and prevent unnecessary contamination. You are responsible for telling us if the property contains substances that may require special handling, including biological contaminants, solvents, oils, chemicals, mould, or any material classed as hazardous waste. If such material is discovered unexpectedly, we may suspend the service and advise that specialist handling is required. Additional charges may apply where legal disposal, specialist equipment, or extra containment measures are necessary.
Any packaging, disposable covers, or materials left behind by us remain our responsibility unless otherwise agreed. We do not normally remove household waste unrelated to the cleaning service, bulky rubbish, or items that fall outside the agreed scope. If you ask us to remove any items, you must ensure that doing so is lawful and that the items are not subject to restricted disposal rules. The customer remains responsible for any pre-existing waste obligations linked to the premises or the items being cleaned.
Customer Responsibilities
You must provide safe and reasonable access to the property and ensure that the work area is ready for service at the agreed time. This includes supplying water, electricity, and sufficient working space unless alternative arrangements have been expressly agreed in advance. If entry depends on keys, codes, concierge access, or an agent’s attendance, you are responsible for ensuring these arrangements are correct. Delays caused by access problems may result in waiting-time charges or rescheduling fees where reasonable and lawful.
You should also inform us of any relevant health and safety issues, including pets, vulnerable occupants, allergens, asbestos concerns, leaks, broken flooring, or other hazards. If the premises contain sensitive equipment or valuable materials, you should secure them before attendance. For commercial premises, you confirm that you have the authority to allow our staff onto the site and that any site-specific rules, permits, or induction requirements will be communicated in advance. Failure to do so may affect our ability to complete the service as planned.
Nothing in these terms limits your rights that cannot legally be limited under the Consumer Rights Act 2015 or other applicable UK consumer protection law. If we fail to comply with these terms, you may be entitled to a repeat performance or price reduction where the law provides for such remedies. Any notice or complaint should be made promptly so that concerns can be assessed and, where appropriate, remedied without unnecessary delay. We aim to deal fairly with all issues and to resolve them on a practical basis wherever possible.
These terms and any dispute or claim arising from them 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 allows proceedings to be brought in another UK jurisdiction where applicable. If any dispute cannot be resolved informally, the parties may seek to settle the matter through negotiation or, where suitable, through a recognised alternative dispute resolution process before commencing court proceedings.
By proceeding with a booking for Raynes Park Carpet Cleaners, you confirm that you have read, understood, and agreed to these terms and conditions. They are intended to be fair, practical, and consistent with UK legal requirements for service contracts. If you require clarification before booking, you should ensure that any important points are addressed before the appointment is confirmed. These terms remain in effect for each booking unless updated or replaced in writing.
