Terms and Conditions for Carpet Cleaning E17 Services

These Terms and Conditions set out the basis on which carpet cleaning services are provided by Carpetcleaning E17 to residential and commercial customers in the United Kingdom. By making a booking, confirming an appointment, or allowing work to begin, the customer agrees to these terms. Please read them carefully before arranging any carpet cleaning service, upholstery treatment, stain removal, or related floorcare work.

The purpose of these terms is to explain how bookings are made, how payments are handled, what happens if a visit is cancelled or rescheduled, and how responsibility is shared between the customer and the service provider. They also cover important legal matters such as waste handling, limitations of liability, and the law that applies to the agreement. These terms are designed to be fair, clear, and consistent with UK consumer and business practice.

References to “we”, “us”, and “our” mean the service provider operating under the Carpetcleaning E17 name. References to “you” or “the customer” mean the person who makes the booking, pays for the service, or authorises the work on the premises. If you arrange a booking on behalf of another person, you confirm that you have authority to accept these terms on their behalf.

1. Booking Process

All carpet cleaning bookings are subject to availability and confirmation. A booking request may be made through any accepted communication method offered by the business, but no appointment is confirmed until we acknowledge it and provide a date, time window, or agreed service slot. The customer must provide accurate information at the time of booking, including the type of cleaning required, the approximate size and condition of the area, any access restrictions, and any known risks such as fragile flooring, water-sensitive materials, or heavily soiled areas.

We may ask for photographs, measurements, or additional details before confirming a visit. This helps us allocate the correct equipment, time, and number of technicians. If the information supplied later proves to be materially inaccurate, we reserve the right to revise the quotation, change the service plan, or decline to proceed if the work cannot reasonably be completed as originally described. Any estimate given before inspection is based on the information available at the time and may be adjusted if circumstances on arrival differ from what was disclosed.

The customer is responsible for ensuring that the property is reasonably prepared for the appointment. This may include providing access to the relevant rooms, removing valuable or fragile items from the working area, and ensuring that power and water access are available where needed. If access is restricted, parking is unavailable, or the property cannot be entered at the agreed time, the appointment may be delayed, shortened, or treated as a late cancellation. Where a revisit is required because access was not provided, an additional call-out charge may apply.

2. Service Scope and Standards

Our services typically include carpet cleaning, spot treatment, deodorising, and related care services agreed in advance. The exact method used may vary depending on the fibre type, pile, age, and condition of the carpet or soft furnishing. We will use reasonable skill and care and will aim to deliver a professional result, but cleaning outcomes can vary according to the nature of the material and the extent of soiling, staining, or pre-existing wear.

3. Important Limitations

Not all marks can be removed, and not all odours can be fully eliminated. Some stains become permanent due to age, prior cleaning attempts, chemical reactions, or heat exposure. Delicate, antique, or poorly maintained items may not respond to standard methods. Where we identify a risk of damage, colour loss, pile distortion, shrinkage, or other adverse effect, we may pause the work and consult the customer before continuing. If the customer instructs us to proceed against our advice, the customer accepts responsibility for the associated risk, to the extent permitted by law.

Any timeframes provided are estimates only. While we will make reasonable efforts to arrive within the agreed window, delays can arise from traffic, equipment issues, prior job overruns, weather, or unforeseen site conditions. We are not liable for indirect loss arising from a delay unless that delay is caused by our negligence and the loss is a foreseeable consequence of that negligence.

4. Payments

Payment terms will be confirmed at the time of booking or before the work begins. Unless otherwise agreed in writing, payment is due on completion of the service on the same day. We may accept bank transfer, card payment, or another approved method, but cash-free arrangements may apply where stated. Any deposit requested to secure a booking is non-refundable except where the cancellation is caused by us or where the law requires a refund.

Prices quoted for Carpetcleaning E17 services are usually based on the scope described at booking. If the technician arrives and the area is larger, more heavily soiled, or otherwise different from what was described, we may offer a revised price before starting work. If the customer does not accept the revised price, we may refuse to proceed and charge a reasonable call-out fee where time and travel have already been incurred. All prices, unless stated otherwise, are shown in pounds sterling and may be subject to VAT where applicable.

Late or failed payments may result in administration charges, recovery action, or suspension of further services. If an invoice remains unpaid after the due date, we may charge interest and reasonable debt recovery costs as allowed by the Late Payment of Commercial Debts legislation where applicable, or otherwise in line with our lawful rights. The customer remains responsible for all sums properly due under the booking.

5. Cancellations and Rescheduling

Customers may cancel or reschedule a booking by giving reasonable notice. The amount of notice required may vary depending on the size and nature of the appointment, but as a general rule at least 24 hours’ notice is expected. Where less notice is given, we may retain a deposit, charge a cancellation fee, or treat the appointment as a late cancellation if the reserved time could not reasonably be filled by another customer.

If our technician is already en route or has arrived at the premises, cancellation charges may be higher because time, fuel, and staffing costs may already have been incurred. If the visit cannot proceed because the customer is unavailable, refuses access, or has not prepared the site sufficiently to allow safe and reasonable work, this may also be treated as a cancellation by the customer. We will always act reasonably and proportionately when applying any fee.

We may cancel or reschedule a booking if essential equipment fails, if the premises are unsafe, if conditions at the site create a health and safety concern, or if an event outside our control prevents us from attending. If we cancel, we will either offer a new appointment or refund any prepaid amount for the cancelled portion of the service. We will not be responsible for additional losses caused by a cancellation where no breach of duty has occurred on our part.

6. Customer Responsibilities

The customer must ensure that the work area is safe and suitable for cleaning. This includes informing us about known hazards such as loose wiring, broken fittings, mould, asbestos, pest infestation, bodily fluids, or unsafe flooring. The customer must also remove or protect items that are not intended to be cleaned, including documents, electronics, cash, jewellery, and fragile belongings. We are not responsible for items left in the work area unless loss or damage is caused by our negligence.

We may need to move lightweight furniture to complete a carpet cleaning service, but we are not required to move heavy, fixed, or high-risk items. Where furniture is moved, the customer accepts that minor marks, scuffs, or movement-related disturbances may occur on surfaces already worn or unstable. We may decline to move items that could damage the property, the furniture, or our equipment.

The customer should allow sufficient drying time after service and should follow any aftercare instructions we provide. Heavy use of the treated area before it is dry may reduce the result or lead to re-soiling. Where a problem arises because the customer ignored reasonable aftercare advice, we will not be liable for the resulting outcome.

7. Liability and Limitations

We will provide services with reasonable care and skill, as required by UK law. However, our liability is limited to the extent 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. Subject to that, we are not responsible for losses that are not foreseeable, for business interruption, or for indirect or consequential damages.

If damage is caused by our proven negligence, our responsibility will normally be limited to the cost of repair, replacement, or re-cleaning up to the total amount paid for the specific service in question, unless a higher amount is required by law. We will not accept liability for pre-existing faults, wear and tear, hidden defects, poor installation, colour loss in unstable dyes, or damage caused by incorrect information supplied by the customer.

It is the customer’s responsibility to tell us about any special risks before work begins. This includes fragile dye sets, water-sensitive underlay, previous flooding, or delicate fibres that may react unpredictably to cleaning solutions. Where the customer withholds relevant information, any resulting damage or diminished outcome will be outside our responsibility to the fullest extent permitted by law.

8. Waste Regulations and Environmental Handling

During and after cleaning, waste may be generated in the form of waste water, removed debris, vacuumed material, packaging, used cloths, or residue from spot treatment. We will handle such waste in accordance with applicable UK waste rules and environmental standards. Where we remove waste from the property, we will do so lawfully and with reasonable care to avoid nuisance, contamination, or improper disposal.

The customer must not ask us to dispose of hazardous waste unless it has been disclosed in advance and we have agreed to the task in writing. Hazardous waste may include chemicals, sharps, biohazards, asbestos-containing material, or other controlled substances. If we discover waste that appears hazardous or unlawful to move, we may stop work immediately and leave the area safe where reasonably possible. Additional charges may apply if specialist disposal is required.

We may use cleaning products and extraction methods that involve controlled amounts of water and cleaning agents. The customer agrees not to interfere with waste handling during the service and to provide a suitable location for disposal where necessary. Any waste that remains the customer’s responsibility after the appointment must be managed in a lawful manner. We reserve the right to refuse any instruction that would require us to breach environmental or waste-handling obligations.

9. Complaints and Service Issues

If you believe there is a problem with the work, you should notify us within a reasonable time after the service is completed. This gives us the opportunity to inspect the issue and determine whether a re-clean, partial refund, or other appropriate remedy is suitable. We may ask for photographs, a description of the concern, and access to the treated area so that we can assess the matter fairly.

Where a complaint is valid and falls within our responsibility, we may first offer a return visit to put the matter right. This may be the most practical solution where the issue is related to technique rather than permanent material limitation. If a return visit is not appropriate or does not resolve the problem, we will consider an alternative remedy in line with our legal obligations.

Nothing in this section affects your statutory rights as a consumer. However, we are not responsible for dissatisfaction that results from unrealistic expectations, non-removable stains, insufficient aftercare, or circumstances outside our control. A lawful complaint process is intended to resolve genuine service issues, not to guarantee outcomes that cleaning technology cannot reasonably deliver.

10. Force Majeure

We are not liable for failure or delay in performance caused by events beyond our reasonable control. These may include severe weather, traffic disruption, power failure, illness, strikes, supply shortages, accident, fire, flood, public emergency, or legal restrictions. If such an event occurs, we will make reasonable efforts to rearrange the appointment or to complete the service once normal conditions return.

11. Governing Law and Jurisdiction

These Terms and Conditions and any dispute arising from them are governed by the laws of England and Wales. If you are resident in Scotland or Northern Ireland, any mandatory consumer protections that apply in your jurisdiction will continue to apply where relevant. Any dispute that cannot be resolved amicably will be subject to the exclusive jurisdiction of the courts of England and Wales, unless the law requires otherwise.

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. No failure or delay by us in exercising any right or remedy shall be treated as a waiver of that right or remedy.

12. General Provisions

We may update these terms from time to time to reflect changes in law, business practice, or service structure. The version in force at the time of your booking will normally apply to that booking unless a change in law requires immediate application. Customers should review the terms before each new appointment, especially if the service scope or payment method has changed.

By booking with Carpetcleaning E17, you confirm that you have read, understood, and agreed to these Terms and Conditions. You also confirm that the information you provide is accurate and that you have permission to arrange the service for the relevant property. These terms are intended to create a clear working relationship and to support a professional, lawful, and reliable carpet cleaning experience.