Terms and Conditions for Stockwell Carpet Cleaners

These Terms and Conditions set out the basis on which Stockwell Carpet Cleaners provides domestic and commercial carpet cleaning services, including upholstery cleaning, stain treatment, rug care, and related maintenance work. By making a booking, the customer agrees to be bound by these terms. The purpose of this document is to explain how services are arranged, what is included in the price, how payments are handled, when cancellations may apply, and how liability is managed. These terms are intended to be read together with any written quotation, booking confirmation, invoice, or service description provided before the appointment.

The words “we”, “us”, and “our” refer to the service provider operating under the name Stockwell Carpet Cleaners. The words “you” and “your” refer to the customer, client, or person requesting the cleaning service. Where a booking is made on behalf of another person, the individual placing the booking confirms that they have authority to agree to these terms. If any part of these terms is found to be invalid or unenforceable, the remaining provisions will continue to apply.

These terms are designed for clarity and fairness. They do not limit any rights you may have under applicable consumer protection law. Any reference to cleaning results should be understood as reasonable service performance rather than a guarantee that all marks, odours, wear, or permanent staining can be removed. Different fibres, prior treatments, age of carpet, and environmental conditions can affect final outcomes.

1. Booking process

A booking with Stockwell Carpet Cleaners is formed when a request for services is accepted by us and, where required, confirmed in writing or electronically. A quotation may be based on room sizes, item type, condition, level of soiling, access, parking, and any add-on services requested. Estimates given before inspection are provisional and may change if the information provided by the customer is incomplete or inaccurate, or if the condition of the items differs from the description given at the time of booking.

When you book carpet cleaning services, you agree to provide accurate and complete information, including the approximate number and size of rooms or items, the type of flooring or fabric, access arrangements, and any known issues such as previous flooding, pet contamination, heavy staining, or delicate materials. We may refuse or postpone a booking if we consider that the work requested is unsafe, unsuitable, outside the scope of our service, or likely to require specialist treatment beyond standard carpet cleaning methods.

We will usually confirm the appointment date, time window, and service details once the booking has been accepted. Arrival times are estimates only, and delays may occur due to traffic, weather, access issues, or earlier jobs taking longer than planned. We will take reasonable steps to notify you of significant delays. You must ensure that someone over the age of 18 is present, or that appropriate access has been arranged, where necessary for the work to be carried out.

Before cleaning begins, you should remove fragile objects, valuables, and personal items from the areas to be treated. We may move lightweight furniture where reasonably practicable, but we are not required to move heavy, fixed, fragile, or hazardous items. If special arrangements are needed, these must be agreed in advance. By booking Stockwell Carpet Cleaners, you confirm that the areas to be cleaned are safe to access and that all occupants, pets, and personal items have been managed appropriately for the appointment.

2. Scope of service

Our services typically include assessment of the item or area, vacuuming or dry preparation where appropriate, pre-treatment, spot treatment, hot water extraction, low-moisture cleaning, or other agreed methods, followed by post-cleaning advice. The exact method used will depend on the material, level of contamination, and the most suitable cleaning process for the job. We may decline to use a requested product or method if we believe it could damage the surface or reduce the expected quality of the result.

Unless expressly included in the quotation, our carpet cleaning service does not include deep restoration, repair, dyeing, re-stretching, mould remediation, structural drying, or removal of permanently set damage. We may identify pre-existing faults during the job, such as worn pile, faded areas, loose seams, water marks, or previous chemical damage. These are not caused by our cleaning service and cannot be treated as defects in our work.

If you require additional items to be cleaned on the day, such as stairs, hallways, rugs, or upholstery, these may be treated as extra work and charged accordingly. We are not obliged to carry out additional services unless we agree to do so. Any revised price will be confirmed before the work continues, where reasonably possible.

3. Payments

Payment terms will be confirmed at the time of booking or on the invoice. Unless otherwise agreed in writing, payment is due on completion of the cleaning service or immediately upon invoice issuance. We may require a deposit or advance payment for larger jobs, repeat appointments, commercial bookings, or high-value specialist treatments. Failure to pay a required deposit may result in the booking being suspended or cancelled.

All prices are stated in pounds sterling unless otherwise indicated. Prices may be quoted inclusive or exclusive of VAT depending on our trading status at the time of booking. If VAT applies, it will be shown separately where required by law. If the scope of work changes, the final price may differ from the original estimate. The customer remains responsible for payment of any agreed extras, access charges disclosed in advance, or waiting time caused by circumstances within the customer’s control.

We may accept payment by bank transfer, card, cash, or another method agreed in advance. Where card payments are used, you authorise us to take payment for the agreed amount, including any additional work approved during the appointment. If a payment is declined, reversed, or disputed without valid reason, we reserve the right to recover the balance due, together with any reasonable costs incurred in pursuing the debt.

4. Cancellations and rescheduling

You may cancel or reschedule a booking, but notice should be given as early as possible. If you cancel at short notice, we may charge a cancellation fee to recover lost time and administrative costs. Unless a different period is stated in the booking confirmation, cancellations made less than 24 hours before the appointment may be chargeable, and cancellations made after arrival or after work has begun may be charged in full or in part.

If we need to cancel or reschedule due to illness, equipment failure, severe weather, unsafe conditions, or other events beyond our reasonable control, we will aim to offer an alternative date. We are not liable for indirect losses arising from rescheduling, provided we act reasonably and give notice as soon as practicable. If repeated access problems, non-availability, or unsafe conditions prevent the job from taking place, we may treat the booking as cancelled by the customer and apply a reasonable fee.

If you fail to provide access, fail to secure pets, or are not present when required, we may charge a call-out or failed-appointment fee. The amount will reflect our wasted time, travel, and any staff allocation reserved for the work. For clarity, any cancellation policy will be applied fairly and in line with consumer law.

5. Liability

We will perform carpet cleaning by Stockwell Carpet Cleaners with reasonable skill and care. However, because cleaning involves the use of water, detergents, machinery, and varying materials, some risks are inherent in the process. We are not responsible for pre-existing damage, including wear, fading, shrinkage, dye transfer, hidden stains, weakened fibres, seam failure, or damage caused by previous cleaning attempts, poor installation, or unsuitable aftercare.

While we take reasonable precautions, we do not guarantee that every stain, odour, or mark will be removed. Results depend on the age and condition of the item, fibre type, previous treatments, and the nature of the contamination. Certain substances may become more visible after cleaning, especially where prior spot treatments have altered the material. Where a customer has not disclosed relevant information, we are not liable for any resulting issue caused by that omission.

Our total liability for any direct loss arising from our failure to perform the service with reasonable care and skill shall be limited to the amount paid for the specific service giving rise to the claim, unless law requires otherwise. We do not exclude or limit liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be limited.

6. Customer responsibilities

To allow the service to proceed properly, you must provide accurate information, ensure safe access, and follow any reasonable instructions given before, during, or after the appointment. You should advise us of any allergies, sensitivities, pets, electrical hazards, damp issues, fragile materials, or special requirements before the cleaning begins. If you fail to disclose material facts, we will not be responsible for consequences that could reasonably have been avoided.

You are responsible for protecting valuables, personal documents, ornaments, loose cash, and fragile items. We recommend that you keep children and pets away from treated areas until the surfaces are dry and safe to use. Drying times will vary depending on ventilation, weather, the method used, and fibre density. We may provide approximate drying guidance, but exact times cannot be guaranteed.

If you ask us to move items or work around existing hazards, you do so at your own risk unless we specifically agree otherwise in writing. We may stop work if conditions are unsafe, unsanitary, or materially different from what was described at booking. Any wasted visit caused by false information, blocked access, or unsafe conditions may still be chargeable.

7. Waste regulations and environmental handling

In the course of providing professional carpet cleaner services, we may collect waste water, removed debris, disposable materials, and contaminated residues. We will handle such waste in accordance with applicable UK waste management and environmental requirements. Waste arising from the service will be managed responsibly, and any disposal will be carried out using lawful and environmentally appropriate methods.

Where reasonable, we will take steps to reduce waste, avoid unnecessary chemical use, and use products intended for the task. Customers must not ask us to dispose of hazardous items, needles, chemicals, bodily fluids, or any material that requires specialist handling unless we have expressly agreed to do so and are legally permitted to do so. If prohibited or dangerous waste is present, we may suspend the service and charge for time already spent or for the failed appointment where appropriate.

You are responsible for declaring any contamination that may create a health or disposal risk. If the premises include serious contamination, infectious materials, pest-related waste, or other regulated substances, specialist contractors may be required. We reserve the right to refuse work where waste handling would place staff, customers, or property at unreasonable risk or would conflict with waste regulations.

8. Complaints and service issues

If you believe there is an issue with the service, you should notify us within a reasonable time after completion so that we can review the matter. You must allow us a fair opportunity to inspect the area, request photos, or return where appropriate before any third-party cleaning is arranged. If a claim is made after another contractor has treated the same area, we may not be able to assess responsibility reliably.

Where a complaint is valid and relates to a failure to perform the agreed service with reasonable care and skill, we may, at our discretion and subject to inspection, offer a revisit, correction, or partial refund. Any remedy will depend on the nature of the issue and whether the problem can reasonably be addressed. This is without prejudice to your statutory rights.

We will not be liable for dissatisfaction based on unrealistic expectations, changes in colour caused by wear, or differences between a cleaned item and a newly manufactured one. A cleaned carpet may still show signs of age, traffic patterns, or previously embedded marks even after professional treatment.

9. Force majeure

We will not be liable for failure or delay in performance caused by events beyond our reasonable control, including extreme weather, accidents, road closures, utility failures, strikes, supply disruptions, government restrictions, or unexpected equipment breakdown. If such an event occurs, we may suspend or reschedule the appointment without liability for any indirect or consequential losses.

Where a force majeure event prevents us from completing the job on the scheduled date, we will attempt to arrange a new appointment within a reasonable period. If performance becomes impossible or impracticable, either party may cancel the affected booking without further liability, except for payment due for work already carried out and any non-refundable sums lawfully agreed in advance.

These provisions are intended to ensure the contract remains workable in unforeseen circumstances while protecting both parties from losses that could not reasonably have been prevented.

10. Governing law

These Terms and Conditions, and any dispute or claim arising from them or their subject matter, shall be governed by and interpreted in accordance with the laws of England and Wales. Any dispute that cannot be resolved amicably will be subject to the exclusive jurisdiction of the courts of England and Wales, subject always to any mandatory rights you may have under applicable consumer legislation.

If any part of these terms is inconsistent with mandatory legal requirements, those requirements will prevail, and the remainder of the terms will continue in force. No failure or delay by us in enforcing any provision shall be treated as a waiver of our rights.

By placing a booking with Stockwell Carpet Cleaners, you confirm that you have read, understood, and agree to these Terms and Conditions, which form the basis of the service relationship between the customer and the provider.

These terms are intended to create a clear, balanced framework for professional cleaning services. They help define responsibilities around scheduling, payment, access, risk, and waste handling while allowing the service to be delivered efficiently and lawfully. For any appointment, the specific booking details and invoice information should be read alongside this document, as they may contain additional agreed items or pricing rules.

The customer acknowledges that professional cleaning is a service of best endeavour rather than a promise of flawless cosmetic restoration. Many carpets and fabrics improve significantly after treatment, but some marks or wear remain visible because of the material’s age or prior condition. This is especially relevant where fibres are delicate, colour-fastness is limited, or contamination has set deeply into the pile.

Nothing in these Terms and Conditions is intended to reduce your rights as a consumer where those rights cannot legally be excluded. We aim to act reasonably, communicate clearly, and carry out each job to a professional standard. By proceeding with a booking, you accept that these terms govern the relationship between the customer and Stockwell Carpet Cleaners.