Terms and Conditions for Putney Carpet Cleaners

These Terms and Conditions set out the basis on which Putney Carpet Cleaners provides domestic and commercial carpet cleaning services. By making a booking, requesting a quotation, or allowing our operatives to attend a property, you agree to be bound by these terms. Please read them carefully before confirming any service. If anything is unclear, you should seek independent advice before proceeding.

In these Terms and Conditions, "we", "us" and "our" refer to Putney Carpet Cleaners, and "you" and "your" refer to the customer receiving, or requesting, carpet cleaning services. These terms apply to all standard cleaning appointments, one-off treatments, and any additional services agreed in writing or by recorded communication. They apply whether the service is booked by a homeowner, tenant, landlord, managing agent, or business representative.

1. Booking Process

Bookings for carpet cleaning in Putney and surrounding areas may be made through our accepted communication channels and are subject to availability. A booking is only confirmed when we have accepted your request, provided you with an appointment slot, and, where relevant, received any required deposit or pre-authorisation. We may decline or postpone a booking if we believe the service cannot be delivered safely, lawfully, or within the agreed scope.

When requesting a quotation, you must provide accurate and complete information about the property, the number of rooms or areas to be cleaned, access conditions, fabric type where known, and any known stains, odours, or special risks. A quotation is based on the information supplied at the time of booking and may be adjusted if the actual condition, size, or complexity differs materially on arrival. We reserve the right to revise the price if the work required is materially different from the original description.

You are responsible for ensuring that the premises are accessible at the agreed time. This includes allowing entry, securing parking where needed, clearing small movable items if requested, and ensuring that pets, children, and vulnerable persons are supervised appropriately during the appointment. Any delay caused by lack of access, incorrect information, or incomplete preparation may result in additional charges or cancellation of the appointment at our discretion.

We may use subcontractors, employees, or carefully selected service partners to deliver carpet cleaning services. Any person attending on our behalf will act under these Terms and Conditions. We may also change the appointed operative or reschedule the appointment where necessary for operational reasons, equipment issues, weather-related safety concerns, or illness. In such cases, we will seek to provide reasonable notice.

2. Service Scope and Customer Responsibilities

Our service is intended to clean carpets and related soft flooring items using appropriate professional methods. The exact method may vary depending on carpet construction, fibre type, level of soiling, and drying requirements. Unless expressly agreed otherwise in writing, our service does not include moving heavy furniture, dismantling fixtures, removing permanently bonded stains, or carrying out repairs. Any advice given regarding stain removal or aftercare is provided in good faith but is not a guarantee of outcome.

You must inform us in advance of any pre-existing damage, loose seams, colour loss, previous cleaning attempts, moth damage, hidden hazards, or contamination such as bodily fluids, mould, oil, paint, or chemical residues. Failure to disclose such matters may affect the result of the work and may increase the risk of damage. If we consider that a carpet is too fragile, contaminated, or unsafe to clean, we may refuse to proceed or may stop the work part way through for safety or quality reasons.

Any items that are fragile, valuable, electrical, or easily moved should be removed before the appointment, unless we have specifically agreed to move them. Although our operatives will take reasonable care, we do not accept responsibility for items left in cleaning areas unless loss or damage is directly caused by our negligence. You should also ensure that water, electricity, and any other necessary utilities are available during the visit.

3. Payments

Payment terms will be confirmed at or before booking. Unless otherwise agreed, payment is due on completion of the service on the same day. We may accept payment by bank transfer, card, or another approved method. We do not usually offer credit terms, and any invoice issued must be settled by the date stated on the invoice. If a deposit is required, the booking may not be held until the deposit is received.

All prices are stated in pounds sterling and may be subject to VAT where applicable. Any quoted price may be based on a minimum charge, room count, floor area, or a specified package of work. Additional services requested on the day, including extra stain treatment, odour treatment, or cleaning of areas not originally included, will be charged separately. If you fail to pay any amount due, we may charge reasonable recovery costs and interest in accordance with applicable law.

Where payment is taken after the service, you agree to pay immediately upon receipt of the invoice or payment request. If a payment is reversed, declined, or disputed without a valid reason, we may suspend future services and may take steps to recover the outstanding amount. Any promotional discount or special offer is subject to its own terms and may be withdrawn if the booking is changed, shortened, or materially altered by you.

4. Cancellations and Amendments

You may cancel or amend a booking by giving reasonable notice. Unless a different cancellation period has been agreed in writing, cancellations made with less than 24 hours' notice may incur a charge to cover lost time, reserved labour, and any travel or preparation costs. If our team arrives and is unable to carry out the work because access has not been provided, the property is unsuitable, or you are otherwise not ready for the appointment, this may be treated as a late cancellation or failed visit.

We may also cancel or reschedule an appointment where necessary because of severe weather, unsafe access, equipment failure, staff illness, suspected fraud, non-payment risk, or other circumstances beyond our reasonable control. In such cases, we will aim to offer an alternative appointment. We shall not be liable for any indirect loss arising from a reasonable rescheduling, provided that we act fairly and with due care.

If you wish to make a material amendment, such as changing the type of service, the number of rooms, or the date and time of attendance, we may need to re-quote the job. Repeated last-minute changes may affect availability and may result in revised pricing. Any agreed change will only be binding once confirmed by us.

5. Liability and Limitations

We will perform our services with reasonable skill and care, consistent with the standards expected of a professional carpet cleaner in Putney. However, cleaning outcomes can vary depending on carpet age, wear, prior treatment, fibre composition, manufacturing defects, and the nature of the staining. Some stains, odours, or marks may be permanent or may reappear after drying due to residues below the surface. We do not guarantee complete removal unless we have expressly stated that a specific result is guaranteed in writing.

We will not be liable for loss or damage caused by matters outside our reasonable control, including but not limited to hidden defects, pre-existing damage, shrinkage resulting from unsuitable carpet construction, poor previous installation, weak backing, or items that were already unstable. We are also not responsible for any damage caused by your failure to follow our instructions before, during, or after the service, including instructions regarding ventilation, drying, or restricted use of the cleaned area.

Nothing in these Terms and Conditions excludes or limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot be excluded or limited under applicable law. Subject to that, our total liability arising from any claim connected with the service shall be limited to the amount paid by you for the specific service giving rise to the claim, except where a higher limit is required by law.

6. Waste Regulations and Environmental Compliance

We are committed to handling waste in a lawful and responsible manner. Any waste created during the provision of cleaning services, including used cloths, spent cleaning materials, packaging, and contaminated residues, will be managed in accordance with applicable UK waste regulations and environmental requirements. We will take reasonable steps to prevent pollution, minimise waste, and dispose of any controlled materials through appropriate channels.

You must tell us in advance if a property contains hazardous, contaminated, or biologically sensitive material. This includes, without limitation, asbestos concerns, bodily fluids, mould contamination, sharps, chemical waste, or any substance that may require specialist handling or separate disposal. We reserve the right to refuse work involving hazardous waste unless suitable arrangements have been agreed and are lawful. If unexpected hazardous material is discovered during the service, we may stop work immediately and require specialist assistance.

You remain responsible for informing us of any site-specific environmental rules, waste handling restrictions, or building management requirements that apply to the premises. We may decline to remove or handle any material that would place us in breach of waste legislation or unsafe working practices. Any additional disposal costs or specialist charges that arise because of undisclosed waste conditions may be passed on to you, where permitted by law.

7. Complaints and Rework

If you believe there is an issue with the service, you should notify us as soon as reasonably possible and, in any event, within a reasonable period after completion. You should allow us a fair opportunity to inspect the relevant area and, where appropriate, to return and assess the concern. We may offer a re-clean, adjustment, or partial refund where we determine that our service fell below the standard reasonably expected.

Complaints will not be accepted where the issue arises from pre-existing carpet condition, misuse after cleaning, failure to allow proper drying time, or normal re-soiling. Any claim relating to staining, odour, or fibre change should be supported by clear information and, where relevant, photographs. While we aim to resolve matters promptly and fairly, nothing in this clause prevents you from exercising any statutory rights available to you under UK consumer law.

8. Force Majeure

We shall not be in breach of these Terms and Conditions, nor liable for delay or failure to perform, if such delay or failure results from an event beyond our reasonable control. This includes acts of God, extreme weather, fire, flood, epidemic, strike, transport disruption, power failure, civil unrest, or interruption to essential supplies. Where force majeure affects an appointment, we will use reasonable efforts to rearrange the service.

9. Data and Privacy

We will use the information you provide only for legitimate business purposes connected with quotations, bookings, service delivery, payment handling, record keeping, and lawful compliance. We will not ask for more personal information than is necessary for these purposes. Any personal data supplied in connection with our carpet cleaning services will be handled in accordance with applicable data protection law and our internal privacy procedures.

Information may be retained for accounting, dispute resolution, and legal compliance purposes for as long as reasonably required. You are responsible for ensuring that any personal data you provide is accurate and up to date. If you provide information on behalf of another person, you confirm that you have authority to do so.

10. Governing Law

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. The courts of England and Wales shall have exclusive jurisdiction over any dispute, unless mandatory consumer protection rules provide otherwise. If any provision of these terms is found to be invalid or unenforceable, the remaining provisions shall continue in full force.

We may update these Terms and Conditions from time to time to reflect changes in law, operational practice, or service structure. The version in force at the time of your booking will apply to that booking unless we expressly agree otherwise. By using our services, you acknowledge that you have read, understood, and accepted these terms as the basis of the contract between you and Putney Carpet Cleaners.