East Dulwich Carpet Cleaners – Service Terms and Conditions
These Terms and Conditions set out the basis on which East Dulwich Carpet Cleaners provides domestic and commercial carpet cleaning services, together with related fabric care, stain treatment, and optional add-on services. By making a booking, the customer agrees to be bound by these terms. If there is any inconsistency between any written quotation and these Terms and Conditions, the specific quotation will take precedence only to the extent of the inconsistency. These terms are intended to be clear, fair, and practical, and they apply to all carpet cleaning appointments unless otherwise agreed in writing.
For the purposes of these terms, references to “we”, “us”, and “our” mean the service provider operating under the East Dulwich Carpet Cleaners name, and references to “you” and “your” mean the customer, client, or person requesting the service. We may update these terms from time to time, and the version in force at the time of booking will normally apply to the relevant appointment. Any variation must be agreed in writing. Important: nothing in these terms affects your statutory rights under UK consumer law.
Our services are designed to clean carpets and associated soft flooring surfaces using professional methods suitable for the material, condition, and level of soiling identified at the time of inspection. While we aim to deliver a high standard of cleaning, results may vary depending on the age of the carpet, fibre type, previous treatment, pre-existing wear, staining, and general condition. As with any professional carpet cleaning service, no guarantee is given that every mark, odour, or stain can be fully removed.
1. Booking Process
A booking is formed when we confirm the appointment date, approximate time window, service scope, and any quoted price or pricing basis. A booking request may be made by phone, email, online enquiry, or another accepted communication method. However, no service is confirmed until we have acknowledged the booking and, where required, received any deposit or pre-authorisation. Please ensure that all information supplied at the time of booking is accurate, including room sizes, access requirements, parking restrictions, stair access, and any special cleaning concerns.
Before attending, we may ask questions about carpet type, existing damage, heavy staining, previous treatments, water damage, and any unusual conditions that could affect the cleaning process. This information helps us assess whether the job is suitable, whether additional equipment may be required, and whether any limitations should be explained before the visit. If the property differs materially from the description given during booking, we may revise the price, amend the service plan, or decline to proceed if the work is unsafe or unsuitable.
Appointment times are usually given as time windows rather than exact arrival times, because travel conditions, earlier appointments, parking issues, and job complexity can cause delays. We will try to arrive within the agreed window, but time is not of the essence unless expressly stated in writing. If access is not available, if the premises are unattended when required, or if the customer is unable to provide reasonable access, we may treat the appointment as cancelled by the customer and charge a call-out or cancellation fee where appropriate.
2. Pricing and Payments
Prices may be quoted as a fixed fee, an estimate, a room-based charge, a square-metre rate, or another transparent pricing structure. Any quotation is based on the information supplied and may be revised if the actual condition, size, or complexity of the job differs materially from what was described. Additional charges may apply for heavy staining, pet treatments, deodorising, specialist fibres, stain protection, furniture moving, extra drying treatments, or other optional services requested on the day.
Unless otherwise agreed, payment is due immediately upon completion of the service. We may accept payment by bank transfer, card, cash, or another approved method. In some cases, we may request a deposit before the appointment, particularly for larger or repeat jobs, commercial bookings, or work requiring reserved time and equipment. Deposits are usually non-refundable where the appointment is cancelled late or where we have already incurred direct costs, unless the law requires otherwise.
If payment is not made when due, we reserve the right to charge reasonable late payment costs and interest in accordance with applicable UK law for business customers, and to take proportionate steps to recover any outstanding sums. For consumer customers, we will act fairly and in line with legal requirements. Ownership of any goods supplied as part of the service, where applicable, remains with us until payment has been received in full. Any dispute about a charge must be raised promptly and in good faith.
3. Customer Obligations
You are responsible for ensuring that the area to be cleaned is reasonably prepared before we arrive, unless we have agreed to provide preparation as part of the service. This may include removing small items, ornaments, toys, fragile objects, and personal belongings from the working area. We may move light furniture at our discretion, but we are not obliged to move heavy, fixed, valuable, delicate, or unsafe items. We do not accept responsibility for items left in the cleaning area unless we have expressly agreed to handle them.
You must tell us about any carpet damage, loose seams, weakened areas, previous repair work, or hidden hazards before cleaning begins. If the carpet is already fragile, water-sensitive, or at risk of colour bleed, shrinkage, distortion, or pile loss, we may decline certain methods or recommend a reduced-risk approach. We will not be liable for issues arising from pre-existing defects, undisclosed conditions, or the inherent limitations of the material. A professional carpet cleaning appointment depends on honest disclosure from the customer.
You should also make reasonable arrangements for pets, children, and vulnerable occupants during the visit. Cleaning products and equipment may create temporary noise, odour, dampness, or restricted access. We recommend that pets are kept away from the working area and that the carpet is allowed sufficient drying time before normal use resumes. If the customer chooses to use the cleaned area too soon, or ignores drying instructions provided on site, any resulting delay in drying or re-soiling will be the customer’s responsibility.
4. Cancellations, Rescheduling, and No-Shows
You may cancel or reschedule a booking by giving reasonable notice. The amount of notice required may vary depending on the size of the job, the planned equipment, and whether specific products or staff have been allocated. If you cancel with short notice, we may charge a cancellation fee reflecting the loss of reserved time, travel costs, and preparatory work. Where a deposit has been taken, we may retain all or part of it to cover our reasonable losses, subject always to consumer law.
If we need to cancel or reschedule, we will contact you as soon as reasonably practicable and offer an alternative appointment where possible. We are not liable for indirect losses arising from a cancellation or change of time caused by events outside our reasonable control, including traffic disruption, adverse weather, illness, equipment failure, or supply issues. We will make reasonable efforts to minimise inconvenience, and any prepaid amount for work not carried out will be refunded or reallocated as appropriate.
If no one is available to grant access at the agreed time, or the premises are otherwise inaccessible, the booking may be treated as a no-show. In such cases, a wasted journey charge or minimum service charge may apply. This is because the appointment slot has been reserved exclusively for you and may not be recoverable at short notice. Repeated cancellations, late changes, or missed appointments may result in future bookings being accepted only on stricter payment terms.
5. Service Standards and Limitations
We will perform the service with reasonable care and skill, using suitable equipment, cleaning agents, and methods for the relevant carpet type. Our technicians may inspect the carpet before proceeding and may alter the cleaning method if they believe this is necessary to reduce risk or improve the likely outcome. We may refuse to use a requested product or process if, in our professional opinion, it is unsafe, unsuitable, or likely to cause damage.
Carpet cleaning can improve appearance, reduce odours, and remove many common stains, but it cannot reverse every form of wear or damage. Shading, colour variation, pile distortion, old stain shadows, traffic lane wear, sun damage, and previous chemical damage may remain visible after cleaning. Professional carpet cleaning is therefore not guaranteed to restore carpets to a factory-new condition. Any estimate of likely results is given honestly but should not be treated as a promise of perfection.
Where stain removal or deodorising is requested, success will depend on the age and nature of the contaminant, the fibre composition, and whether the stain has previously been treated with unsuitable products. Some stains may react unpredictably when exposed to moisture or cleaning solutions. We will take reasonable care, but we cannot accept liability for stains that become more visible because of pre-existing contamination, hidden residues, or prior attempts by the customer or third parties to remove them.
6. Liability and Insurance
We are responsible for loss or damage caused by our negligence, breach of contract, or failure to use reasonable care and skill, subject to the limitations below and subject always to applicable law. We do not exclude or limit liability for death or personal injury caused by our negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be excluded. If damage is caused to carpets or fittings by our proven fault, we will assess the issue promptly and, where appropriate, arrange repair, re-cleaning, replacement contribution, or another reasonable remedy.
Our liability is limited to the direct loss or damage that was reasonably foreseeable at the time of the contract. We are not liable for indirect or consequential losses, including loss of profit, loss of business, loss of enjoyment, inconvenience, or cost of alternative accommodation, unless required by law. We also are not liable for damage arising from pre-existing defects, defective manufacture, weakened fibres, unsuitable installation, inadequate maintenance, or the customer’s failure to follow aftercare instructions.
Where items are moved during cleaning at the customer’s request or with the customer’s consent, we will take reasonable care. However, we will not be liable for minor scuffs, dents, or marks caused by normal movement of furniture, unless caused by our negligence. The customer should remove or secure valuables, documents, jewellery, electronics, and breakables before the appointment. Any claim for loss or damage must be notified as soon as reasonably practicable and, where possible, before the technician leaves the premises.
7. Waste Regulations and Disposal
We aim to operate in accordance with applicable UK waste management, environmental, and duty-of-care requirements. Any wastewater, contaminated disposable materials, extracted residues, used absorbents, or packaging created during the service will be handled responsibly and disposed of in a lawful manner. We may use approved drainage or collection methods where appropriate, and we will not knowingly discharge harmful substances into the environment in breach of regulations.
If the service creates waste that requires specialist handling, or if the property contains unusual contamination such as animal waste, hazardous residues, mould-related debris, or other regulated materials, we may decline to remove it unless it can be handled safely and lawfully. The customer must disclose any known contamination or hazardous material before work begins. We are not responsible for waste that has not been identified, disclosed, or safely isolated by the customer or another party.
The customer remains responsible for ensuring that the property contains no hazardous substances that could place technicians, occupants, or the environment at risk. If we reasonably believe that work would breach waste, health, or environmental rules, we may stop or refuse the job. Any additional cost resulting from the need to segregate, package, transport, or dispose of waste safely may be charged to the customer where permitted by law and where the need for such work was not included in the original quotation.
8. Complaints, Remedies, and Aftercare
If you are unhappy with any aspect of the service, you should inform us as soon as possible so that we can investigate and, if appropriate, offer a remedy. In many cases, a concern can be resolved by a follow-up inspection, targeted re-cleaning, or clarification of what the cleaning process can reasonably achieve. You agree to give us a fair opportunity to assess the issue before arranging third-party intervention, unless urgent circumstances make that impossible.
Where a complaint concerns alleged damage, the relevant area should, where possible, remain undisturbed until we have had a chance to inspect it. You may be asked to provide photographs, a description of the issue, and any relevant information about previous treatments or cleaning products used. This evidence helps determine whether the issue was caused by our service, by pre-existing conditions, or by another source.
Aftercare instructions may be provided verbally or in writing and should be followed carefully. These may include ventilation, avoidance of heavy foot traffic, restrictions on furniture replacement, and waiting times before vacuuming or using protective treatments. Failure to follow aftercare advice may affect the drying process, the final appearance, and any claim made in relation to the work. A responsible carpet cleaner will always recommend sensible aftercare, but the customer must also take reasonable steps to protect the cleaned area.
9. Governing Law and General Terms
These Terms and Conditions, and any non-contractual obligations arising from or connected with them, are governed by the laws of England and Wales. Any dispute will be subject to the exclusive jurisdiction of the courts of England and Wales, except where consumer law gives the customer the right to bring proceedings elsewhere. If any part of these terms is found to be unlawful, invalid, or unenforceable, that part will be severed to the minimum extent necessary, and the remaining provisions will continue in full force.
No failure or delay by us in exercising any right under these terms shall operate as a waiver of that right. Any waiver must be in writing and signed by an authorised representative. These terms constitute the entire agreement between the parties in relation to the service, except where replaced or supplemented by a written quotation, invoice note, or separate written agreement. Headings are included for convenience only and do not affect interpretation.
By proceeding with a booking, you confirm that you have read, understood, and accepted these terms. The customer’s continued use of the service after any update to the terms will be treated as acceptance of the updated version, provided that the update does not remove rights already accrued in relation to an existing booking. We thank you for choosing East Dulwich Carpet Cleaners and for helping to ensure that each carpet cleaning service can be delivered safely, efficiently, and professionally.
