Petts Wood Carpet Cleaners Terms and Conditions

These Terms and Conditions set out the basis on which Petts Wood Carpet Cleaners provides domestic and commercial carpet and upholstery cleaning services in the UK. By making a booking, confirming an appointment, or allowing work to proceed, the customer agrees to be bound by these terms. Please read them carefully before placing an order. In these Terms and Conditions, references to “we”, “us” and “our” mean Petts Wood Carpet Cleaners, and references to “you” or “the customer” mean the person requesting the service.

These terms apply to all carpet cleaning services, including stain treatment, stain removal, rug cleaning, upholstery cleaning, and related specialist cleaning work. They are intended to provide clear information about how bookings are accepted, how payment is handled, what happens if an appointment is changed or cancelled, and how liability is managed. Nothing in these terms is intended to affect your statutory rights as a consumer under UK law.

We may update these terms from time to time to reflect changes in our business practices, insurance arrangements, or applicable law. The version in force at the time of your booking will normally apply to that booking. If a change is required before the service is completed, we will use reasonable efforts to notify you in advance. Continued use of our carpet cleaning service after changes are communicated will be treated as acceptance of the updated terms.

Booking Process

A booking may be requested by telephone, email, online form, or any other method we make available. A request is not an automatic acceptance of the job. Your booking becomes confirmed only when we have accepted the appointment, agreed the scope of work, and, where relevant, received any required deposit or advance payment. We may ask for details such as the type and number of rooms, access arrangements, any known stains, pet-related soiling, or special materials so that we can assess the work properly.

When you make a booking, you must ensure that all information provided is accurate and complete. This includes information about the condition of the carpets, previous treatments, hidden damage, dampness, dye instability, or any restrictions that may affect the cleaning process. If the information provided is materially incorrect or incomplete, we may need to revise the quotation, adjust the scope of work, or refuse to proceed on the day if the service requested is no longer safe or practical.

We will usually confirm the appointment time, estimated duration, and any preparation required from you before we attend. Appointment times are approximate and may be subject to traffic, weather, equipment issues, or prior jobs running over. We will aim to arrive within a reasonable period around the agreed time, but time is not normally of the essence unless we have expressly agreed otherwise in writing. The customer must ensure that someone over 18 is present or otherwise available to grant access and approve the work, unless a different arrangement has been agreed in advance.

It is your responsibility to prepare the area for cleaning before we arrive, unless we have specifically agreed to move items as part of the service. This may include removing fragile items, valuables, small furniture, and personal belongings from the work area. We may decline to move heavy, unsafe, or high-value items. If access is delayed or the area is not ready, we may charge a waiting fee or reschedule the appointment. Any additional work requested on the day will be subject to availability and may incur an extra charge.

We reserve the right to refuse or suspend any carpet cleaning or carpet cleaner service where we reasonably believe there is a health and safety risk, a significant misdescription of the work, pest infestation, hazardous waste, or circumstances likely to prevent a satisfactory result. Where we are unable to complete the work because of a matter within your control, we may charge a call-out fee or the reasonable cost of time spent, provided this is permitted by law and fairly communicated.

Prices and Payments

Prices are usually quoted in advance and may be based on the size of the area, the type of material, the condition of the carpet, the level of staining, and the complexity of the cleaning required. Unless stated otherwise, all prices are in pounds sterling and may be quoted inclusive or exclusive of VAT depending on the applicable tax treatment. Any quotation is based on the information available at the time and may change if the actual work differs materially from the description supplied during booking.

Payment is due on completion of the service unless we have agreed an alternative arrangement in writing. We may require a deposit for larger jobs, recurring work, or services booked at peak times. Accepted payment methods may include bank transfer, card payment, cash, or other methods notified to you at the time of booking. If an invoice is issued, it must be paid by the date stated on the invoice. Failure to pay on time may result in late payment charges, suspension of further services, or recovery action to the extent allowed by law.

Any additional charges will be explained where reasonably possible before they are incurred. Such charges may include parking costs, congestion charges, difficult access fees, extra stain-treatment products, specialist equipment, or additional labour requested by you. If you dispute an invoice, you must notify us promptly and provide reasonable details of the issue. You must pay any undisputed amount by the due date. A dispute about part of an invoice does not entitle you to withhold the whole payment.

Cancellations, Postponements and Missed Appointments

You may cancel or reschedule your appointment by giving us reasonable notice. For most bookings, at least 24 hours’ notice is requested, though a longer period may apply for larger, specialist, or commercial jobs. If you cancel after a deposit has been paid, the deposit may be retained to cover administrative costs, loss of booking opportunity, or preparatory expenses, unless the law requires otherwise. If we have already incurred non-recoverable costs, we may deduct those from any refund where fair and lawful.

If you cancel with insufficient notice, refuse access when our operative arrives, or fail to be present where presence is required, we may charge a cancellation fee or the full booking fee where appropriate and permitted by law. We will act reasonably and take into account the circumstances of the cancellation, including emergencies and events outside your control. If we need to cancel or postpone because of illness, severe weather, vehicle failure, equipment breakdown, or another genuine operational issue, we will offer an alternative appointment or a refund of any prepayment for the affected service.

Service Standards and Customer Responsibilities

We will use reasonable skill and care in providing our UK carpet cleaning services and will aim to carry out the work to a professional standard. However, cleaning results can vary depending on carpet fibre, wear, previous treatments, hidden damage, and the age of stains. Some marks may be permanent or may become more visible once the carpet is cleaned. We do not guarantee complete stain removal, colour restoration, or the elimination of odours unless we have expressly agreed such an outcome in writing.

You must disclose known issues before the work begins, including shrinkage risk, loose seams, worn patches, colour loss, moth damage, adhesive failure, underlay problems, damp, mould, or any manufacturer restrictions. Where a carpet is delicate, antique, unlabelled, or in poor condition, we may ask you to sign a risk acknowledgement before proceeding. If you choose to continue against our advice, you accept the associated cleaning risks to the extent permitted by law.

We may photograph the work area before, during, and after cleaning for quality control, training, evidence of condition, and dispute resolution. Any images used for these purposes will be handled in line with applicable privacy laws. We will not use customer images for marketing without consent where consent is required. If you ask us to take particular precautions, such as avoiding certain chemicals or limiting moisture, you must make that clear before the service starts.

Liability and Limitations

Nothing in these terms limits or excludes liability for death or personal injury caused by our negligence, fraud, fraudulent misrepresentation, or any other liability that cannot legally be excluded under UK law. Subject to that, we shall not be liable for indirect, special, or consequential losses, including loss of profit, loss of business, loss of opportunity, or loss of enjoyment, arising from or connected with the service.

Where we are found liable for loss or damage to your property, our liability will be limited to the lesser of the reasonable cost of repair, the reasonable cost of replacement, or the amount payable under our insurance policy, insofar as the law allows. We will not be responsible for pre-existing damage, wear and tear, hidden defects, or damage caused by unsuitable materials, inaccurate information, or conditions beyond our control. This includes, without limitation, damage arising from fragile carpet fibres, unstable dyes, weakened backing, or pre-existing contamination.

You are responsible for securing and protecting valuables, fragile objects, cash, jewellery, and personal documents before the service begins. We are not liable for items left in or near the cleaning area unless loss or damage is directly caused by our negligence. Where our operative moves an item with your permission, we will take reasonable care, but you acknowledge that moving heavy furniture or appliances may carry a risk of minor cosmetic marks, especially where flooring is worn or uneven. Any claim for damage must be notified to us as soon as reasonably possible and, in any event, within a reasonable time after discovery.

Waste Regulations and Disposal

We comply with applicable UK waste regulations when handling wastewater, contaminated materials, packaging, and any waste generated during the provision of our carpet cleaning company terms. We will dispose of waste in a lawful and environmentally responsible manner, which may include taking wastewater or contaminated residues to an authorised disposal point where required. We do not knowingly dispose of controlled waste in breach of environmental law or local authority requirements.

You must not ask us to handle or remove hazardous substances that fall outside the normal scope of carpet cleaning, unless we have expressly agreed to do so and have the proper permits, equipment, and procedures in place. Hazardous materials may include asbestos-containing debris, sharps, chemicals, biological contamination, or waste requiring specialist treatment. If such materials are discovered during the visit, we may stop work immediately, secure the area if practical, and charge for time spent. We may also notify the relevant authorities where legal obligations require it.

Where you request removal of packaging, discarded furnishings, contaminated textile waste, or other non-standard waste, such removal will only be undertaken if lawful and agreed in advance. Any additional waste handling charges will be disclosed where possible before work begins. The customer remains responsible for the lawful storage and disposal of waste not expressly included in the service, and you must ensure that any items left for collection are accurately described and do not contain prohibited material.

Complaints and Remedies

If you are unhappy with any part of the service, you should tell us as soon as possible and provide details of the issue. This gives us a fair opportunity to inspect the work and, where appropriate, offer a corrective visit, partial refund, or other reasonable remedy. We may ask for photographs, notes, or access to the affected area so that we can assess the complaint properly.

We will review complaints in good faith and respond within a reasonable time. If the issue is caused by our failure to use reasonable skill and care, we may return to re-clean the area or agree another proportionate remedy. If the matter is caused by factors outside our control, including hidden carpet defects or inaccurate information from the customer, we may not be able to offer compensation. Any remedy we provide will be proportionate to the nature of the issue and in line with your legal rights.

These Terms and Conditions do not limit your rights under the Consumer Rights Act 2015 or any other applicable consumer protection law. If a service is not performed with reasonable care and skill, you may be entitled to a repeat performance or a price reduction, depending on the circumstances. Nothing in these terms is intended to override those statutory remedies.

Force Majeure and Suspension of Services

We will not be responsible for any delay or failure to perform our obligations where that delay or failure is caused by events outside our reasonable control. Such events may include severe weather, accidents, fire, flood, industrial action, public health emergencies, road closures, power failures, supply shortages, or government restrictions. Where a force majeure event occurs, we will take reasonable steps to resume the service or rearrange the booking as soon as practicable.

If performance is delayed for an extended period due to circumstances beyond our control, either party may be entitled to cancel the affected booking without penalty, depending on the situation and any sums already paid or costs already incurred. We will always aim to act fairly and communicate clearly if a service cannot proceed as planned.

Governing Law and Jurisdiction

These Terms and Conditions, and any dispute or claim arising out of or in connection with them, shall be governed by and interpreted in accordance with the laws of England and Wales. If you live in Scotland or Northern Ireland, mandatory local consumer protections may still apply where relevant, but the service contract itself will be treated in accordance with the applicable law stated here.

The courts of England and Wales shall have exclusive jurisdiction over any claim arising from these terms, subject to any rights you may have to bring proceedings in another competent court where required by law. If any provision of these terms is found to be invalid or unenforceable, the remaining provisions will continue in full force and effect.

By proceeding with a booking for Petts Wood Carpet Cleaners, you confirm that you have read, understood, and agreed to these Terms and Conditions. They form the basis of the contract between you and us for the supply of carpet and related cleaning services. These terms are designed to be clear, fair, and consistent with UK legal requirements while allowing the service to be delivered efficiently and professionally.