Tolworth Carpet Cleaners Service Terms and Conditions

These service terms and conditions set out the basis on which Tolworth Carpet Cleaners provides domestic and commercial carpet cleaning services, together with related cleaning treatments requested by the customer. By making a booking, confirming an appointment, or allowing work to begin, the customer agrees to these terms. These terms are intended to create a clear and fair arrangement for both parties, covering the booking process, payment, cancellations, liability, waste handling, and governing law.

In these terms, references to “we”, “us”, and “our” mean Tolworth Carpet Cleaners. References to “you” and “your” mean the customer, whether acting as an individual, a landlord, a tenant, a business, or another person arranging a carpet cleaning service. These terms apply to all standard carpet cleaning appointments and any additional cleaning tasks accepted by us in writing or confirmed during the booking process.

If any part of these terms is found to be unlawful or unenforceable, the remaining sections will continue to apply to the fullest extent permitted by law. No employee, contractor, or representative of Tolworth Carpet Cleaners may vary these terms unless the change is confirmed in writing by an authorised person. Headings are included for convenience only and do not affect interpretation.

1. Booking Process

Bookings may be made through the channels made available by us from time to time. A booking is not binding until we have confirmed the appointment and, where relevant, received any deposit or pre-authorisation required for the job. The customer must provide accurate information at the time of booking, including the type of carpet or flooring, access arrangements, approximate room sizes, and any known stains, damage, or special treatment requirements. The accuracy of this information is important because our pricing, equipment selection, and expected cleaning method may depend on it.

By requesting a carpet cleaning service, the customer confirms that they are authorised to allow work to take place at the property. If the property is tenanted, shared, managed by an agent, or occupied by someone other than the person booking, the customer is responsible for ensuring consent has been obtained from the relevant party. We may refuse, postpone, or amend a booking if the property conditions, access restrictions, or requested service differ materially from the information provided.

We aim to arrive within the agreed appointment window, but arrival times are estimates and may be affected by traffic, weather, staffing, equipment issues, or earlier jobs running longer than expected. A delay does not automatically entitle the customer to compensation. If we are unable to attend, we will use reasonable efforts to rearrange the appointment at the earliest practical opportunity.

The customer must ensure that the area to be cleaned is reasonably accessible and ready for service. This includes moving light or fragile items, providing safe access, and ensuring that electricity and water supplies, where needed, are available and functioning. Unless expressly agreed otherwise, we do not move heavy furniture, dismantle fixtures, or handle items that could be damaged or cause injury. If access problems or unsafe conditions prevent the service from being completed, a call-out or wasted-journey charge may apply.

Any quote or estimate provided by Tolworth Carpet Cleaners is based on the information supplied before attendance and may be revised if the actual condition of the carpets, the size of the area, contamination levels, fibre type, or required treatment differs from what was described. Where additional work is needed, we will explain the likely effect on price before proceeding whenever reasonably possible.

2. Payments

Payment terms will be confirmed at the time of booking or before the service begins. Unless otherwise agreed in writing, payment is due immediately upon completion of the carpet cleaning service. We may request a deposit in advance for larger jobs, repeat visits, commercial cleaning, or appointments scheduled at busy periods. If a deposit has been agreed, the booking may not be secured until the deposit has been received in cleared funds.

We accept only the payment methods notified to the customer at booking or before invoicing. Where payment is due on completion, the customer must ensure that the person present at the property is authorised to make payment. Failure to pay on time may result in additional charges for recovery of the debt, including reasonable administrative costs, interest, and any third-party collection costs allowed by law.

Prices are stated in pounds sterling unless otherwise specified. Quoted prices are exclusive of any applicable taxes unless clearly stated. Promotional prices, discounts, or special offers may be withdrawn or amended at our discretion before a booking is confirmed. Once confirmed, the agreed price will apply unless the service scope changes, additional rooms or items are added, or the customer provides inaccurate information that materially affects the job.

Where a customer disputes an invoice, the undisputed portion must still be paid on time. Any complaint about the quality of service does not justify withholding payment in full unless required by law or expressly agreed by us. We may also charge for repeat attendance if a return visit is requested because the customer withheld relevant information, restricted access, or caused the original appointment to be incomplete.

3. Cancellations, Rescheduling and Access Issues

You may cancel or reschedule a booking by giving reasonable notice. If you cancel within a short period before the agreed appointment, or fail to provide access when we arrive, we may charge a cancellation fee to cover lost time, travel, and staff costs. The exact fee may depend on how much notice was given and whether materials, labour, or a time slot have been reserved specifically for your carpet cleaning service.

If we need to cancel or reschedule, we will do our best to notify you promptly and offer a new appointment. We will not be liable for any indirect loss resulting from cancellation, but if we have received a payment for a service we are unable to provide, we will refund the relevant amount or offer an equivalent rearranged service where appropriate. We are not responsible for failure to attend caused by events outside our reasonable control, including severe weather, road closures, strikes, or emergencies.

If access is not available, the property is unprepared, or the customer is absent at the agreed time and no alternative arrangement has been agreed, the appointment may be treated as cancelled by the customer. In that case, a fee may be charged. Any carpet cleaning materials delivered specifically for the job may not be refundable if they have been opened, used, or prepared for that appointment.

4. Liability and Service Standards

We will carry out carpet cleaning with reasonable care and skill, using methods and products that we consider suitable for the fibres, soiling, and conditions disclosed to us. However, carpets are natural and manufactured materials that may react differently depending on age, wear, previous treatment, installation quality, and hidden contamination. We cannot guarantee the removal of every stain, odour, or mark, and some pre-existing issues may remain visible after cleaning.

Our liability for loss or damage 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 lawfully be excluded. Subject to that, we are not liable for indirect, incidental, special, or consequential losses, including loss of profit, loss of business, or loss of enjoyment.

If damage occurs and is shown to have been caused by our negligence, our liability will generally be limited to the reasonable cost of repair or replacement, taking into account the age, condition, and expected lifespan of the affected item. We may, at our discretion, choose to re-clean an area, provide a partial refund, or arrange for a fair settlement instead of a monetary payment.

Customers must tell us before work begins about prior water damage, dye bleeding, loose seams, permanent staining, moth damage, odours, treatment history, or fragile materials. If information is withheld and a reasonable professional would have altered the method or declined the work, we will not be liable for resulting damage. Carpet cleaning can sometimes cause residual moisture, temporary odour changes, or slight texture variation, especially in older items, and these effects do not necessarily amount to damage.

We are not responsible for damage caused by defective installation, pre-existing wear, hidden structural issues, unsuitable underlay, or items left too close to the cleaned area. Any claim for damage must be notified to us as soon as reasonably possible and in any event within a reasonable time after discovery, together with photographs and other supporting information where available. This helps us assess the issue fairly and promptly.

5. Waste Regulations and Environmental Handling

In carrying out carpet cleaning services, we may generate wastewater, used cleaning solution, removed debris, dust, lint, or packaging waste. We will handle waste in line with applicable UK legal requirements and with reasonable care for the environment. Customers must not request or pressure us to dispose of waste unlawfully or in a way that would breach disposal, drainage, or environmental rules.

Where it is necessary to remove waste from the property, we will dispose of it through appropriate and lawful channels. We do not ordinarily remove household rubbish, bulky waste, hazardous materials, sharps, or chemical containers unrelated to the cleaning job unless agreed in advance and permitted by law. If the cleaning work reveals contamination or waste that requires specialist handling, we may suspend the service and advise that a specialist contractor is needed.

Customers are responsible for informing us of any risks relating to drainage, waste discharge, sewage backflow, asbestos, biohazards, pet waste, chemical residues, or other hazardous substances. If such risks are not disclosed and they affect our ability to perform the carpet cleaning safely and lawfully, we may refuse the job, amend the method, or leave the site. Any additional costs caused by undisclosed hazardous waste or specialist disposal needs may be charged to the customer where lawful.

We may use water, detergents, stain treatments, and extraction methods that result in waste water being collected and removed from the carpet surface. Customers should not reuse, bottle, or consume any waste liquid or residue generated during cleaning. Any items removed from the carpet, such as fibres, dust, or debris, will be treated as waste unless the customer asks for them to be retained before work begins and we agree to that request.

6. Customer Responsibilities

The customer must take reasonable steps to protect valuables, sensitive equipment, documents, ornaments, and other items that could be affected by cleaning activity, moisture, movement, or vibration. We recommend that jewellery, cash, fragile decorations, and portable electronics are removed from the work area. Although we work carefully, we are not responsible for items left in vulnerable positions unless the loss or damage was caused by our negligence.

Any pets should be secured away from the cleaning area for safety and to avoid interference with the work. Children should be supervised at all times. The customer must also tell us about any health or safety concerns, including allergies to cleaning agents, restricted ventilation, slippery surfaces, or special site rules that may affect the carpet cleaning process. If we reasonably consider the environment unsafe, we may delay the service until the issue is resolved.

By booking a service, you confirm that you have authority to agree to these terms and to permit us to carry out the work. If you are booking on behalf of another person or organisation, you warrant that you have the necessary permission and that the person or organisation will be bound by these terms. Any false statement made during booking may allow us to cancel the service without liability.

7. Complaints and Disputes

If you are unhappy with any aspect of the carpet cleaning service, you should notify us as soon as reasonably possible and allow us a fair opportunity to inspect the issue. Many concerns can be resolved more easily when raised promptly. We may ask for photographs, descriptions, or access to the relevant area so that we can determine whether re-cleaning, adjustment, or another remedy is appropriate.

If a dispute cannot be resolved informally, both parties agree to attempt to settle the matter in good faith before starting court proceedings, where this is practical. Nothing in these terms prevents either party from seeking urgent legal relief where necessary. Any complaint process does not extend or replace the customer’s legal rights under applicable consumer law.

8. Governing Law

These terms and any dispute or claim arising from them, whether contractual or non-contractual, are governed by and interpreted in accordance with the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction over any dispute unless mandatory law requires otherwise. If the customer is located outside England and Wales, these governing law and jurisdiction provisions will still apply to the extent permitted by law.

Any failure by us to enforce a right or remedy under these terms does not mean that the right or remedy has been waived. A waiver is only effective if it is clearly stated in writing. No person who is not a party to these terms has any right to enforce them under the Contracts (Rights of Third Parties) Act 1999, except where this is expressly provided by law.

These terms reflect the standard service conditions for Tolworth Carpet Cleaners and are intended to operate as a fair legal page for our carpet cleaning services. They should be read together with any written quote, invoice, or service confirmation issued for a specific job. Where there is any inconsistency, the written job confirmation may take priority only to the extent expressly stated.