Cambridge Heath Carpet Cleaners Service Terms and Conditions

These service terms and conditions set out the basis on which Cambridge Heath Carpet Cleaners provides domestic and commercial carpet cleaning, upholstery cleaning, stain treatment, and related specialist cleaning services. By making a booking, you agree to be bound by these terms. If any part of these terms is not clear, you should raise it before the service begins. These terms are intended to create a fair and transparent agreement between the customer and the service provider, with responsibilities on both sides stated as clearly as possible.

For the purposes of these terms, the words “we,” “us,” “our” and “Cambridge Heath Carpet Cleaners” refer to the cleaning business providing the service, while “you” and “the customer” refer to the person who places the booking or authorises the work. These terms apply to all carpet cleaning services unless we expressly agree otherwise in writing. Any verbal promises made during enquiries will not override these written terms unless confirmed by us in writing.

We reserve the right to update these terms from time to time. The version in force at the time your booking is accepted will normally apply to that booking. If we make changes that materially affect how services are delivered, we will apply the updated terms to future bookings only, unless a change is required by law or regulatory obligation. Please read the following sections carefully before confirming any appointment.

1. Booking process

Bookings may be requested by phone, email, online form, messaging channel, or any other method we make available from time to time. A booking request does not by itself create a binding contract. A contract is formed only when we confirm acceptance of the job, the scope of work, the appointment date or time window, and any agreed price or estimate conditions. We may decline a booking at our discretion, including where the job falls outside our operational capacity, involves unsuitable materials, or presents a health, safety, or access concern.

When you book Cambridge Heath Carpet Cleaners, you must provide accurate information about the property, access arrangements, flooring type, visible staining, known damage, pre-existing wear, treatment history, and any relevant restrictions. If the information given is incomplete or misleading, we may revise the quotation, change the service method, or cancel the appointment. Any quotation given before inspection is based on the details supplied and may need adjustment if the actual condition of the carpets differs from what was described.

We will usually confirm the booking by message, email, or another written method, and this confirmation may include the date, estimated arrival window, service scope, and any special conditions. You are responsible for ensuring that someone authorised to approve the work is available at the property if needed. If access is not possible at the agreed time, the appointment may be treated as a late cancellation or a failed visit, and a fee may apply.

If, before the appointment date, you wish to change the scope of work, add extra rooms, remove items, or request additional treatments, we will try to accommodate the request where possible. However, any change is subject to staff availability, time constraints, equipment suitability, and a revised price where appropriate. We may need to reschedule the service if the additional work would materially extend the booked slot or require different cleaning methods.

It is your responsibility to ensure the property is ready for cleaning when we arrive. This includes providing access to the areas to be cleaned, moving fragile belongings where necessary, and making sure the space is safe and reasonably clear. Unless otherwise agreed, we do not move heavy furniture, disconnect appliances, or carry out work that may create a risk of damage to property, fittings, or personal items.

2. Service standards and customer responsibilities

We use professional equipment and standard cleaning processes suitable for the types of fibres and surfaces identified during the booking. However, no cleaning method can guarantee the complete removal of all stains, odours, wear marks, shading, or pre-existing damage. Results may vary depending on age, material, previous treatments, and the condition of the carpet. By booking a carpet cleaning service in Cambridge Heath, you acknowledge that some marks may be permanent or may improve only partially.

We may refuse to clean a carpet or upholstered item if we believe it may be damaged by moisture, heat, agitation, chemicals, or extraction methods. Where we identify a risk, we may recommend a reduced treatment or no treatment at all. Any recommendation is made in good faith and based on visual inspection and practical experience, but you remain responsible for deciding whether to proceed once risks have been explained.

Before cleaning begins, you should tell us about pets, medical sensitivities, special dyes, fibre blends, underfloor heating, recent repairs, or any condition that could affect the work. If the property has unsafe flooring, exposed wiring, sharp objects, or any other hazard, we may suspend or postpone the service until the issue is resolved. You must also ensure that children and pets are kept away from the working area during the service and while carpets are drying.

3. Payments

Payment terms will be confirmed at booking or on the day of service. Unless we agree otherwise, payment is due immediately upon completion of the work and before departure from the property. We may accept payment by bank transfer, card, cash, or another method we specify. Where an invoice is issued, the invoice must be paid by the due date stated on it. We may require a deposit for larger or specialist jobs, high-value appointments, or repeat cancellations.

All prices are quoted in pounds sterling unless stated otherwise. Any quotation is based on the information available at the time and may change if the actual job differs from the original description, if access is delayed, or if additional labour or materials are required. If the price changes, we will explain the reason before continuing, unless the change arises from urgent work already authorised by you at the property. Cambridge Heath Carpet Cleaners will not be obliged to proceed with work if the revised terms are not accepted.

Late payment may result in an administration charge, statutory interest, or recovery action where permitted by law. If a payment is reversed, dishonoured, or disputed without good reason, you may be responsible for any associated bank or collection charges. Any discounts, promotions, or special offers are discretionary and may be withdrawn or limited to specific service types or booking periods. Promotions do not apply retrospectively unless we confirm this in writing.

4. Cancellations, rescheduling, and missed appointments

You may cancel or reschedule a booking by giving us reasonable notice. The amount of notice required may depend on the size and type of job, but as a general rule we ask for at least 24 hours’ notice. Where less than 24 hours’ notice is given, we may charge a cancellation fee to cover lost time and administrative costs. For larger or specially arranged jobs, longer notice may be required and will be advised at the time of booking.

If you are not present at the arranged time, do not provide access, or are unable to proceed for reasons within your control, we may treat the appointment as a failed visit and charge a call-out or cancellation fee. The same may apply if the property condition is materially different from what was disclosed and the service cannot reasonably be completed safely or effectively. We will make a fair assessment before applying any fee.

We may also need to cancel or reschedule a booking due to unforeseen circumstances, including staff illness, equipment failure, adverse weather, travel disruption, or safety concerns. If we do so, we will aim to offer an alternative appointment within a reasonable time. We are not responsible for indirect losses arising from a necessary rescheduling, provided we act reasonably and in good faith.

5. Liability

We will carry out our services with reasonable care and skill. If we are found to be at fault for proven damage caused directly by our negligence, our liability will be limited to the reasonable cost of repair or replacement, subject to the exclusions in these terms and any insurance terms that apply. We are not responsible for pre-existing wear, hidden defects, poor workmanship by others, or damage caused by unsuitable materials, age, or prior treatment of the item or surface.

We will not be liable for loss of profit, business interruption, loss of opportunity, loss of data, indirect loss, or any consequential damages, except where such exclusion is not permitted by law. Nothing in these terms limits or excludes liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be excluded. Any claim must be notified to us within a reasonable time after the issue is discovered.

If we are asked to clean delicate, antique, loosely fitted, colour-sensitive, or otherwise high-risk items, you acknowledge that some risk is inherent in the service. We may request written confirmation that you wish us to proceed despite that risk. In such cases, any claim for loss may be reduced or excluded where you have chosen to proceed after being made aware of the possible consequences.

6. Waste regulations and disposal

We operate in accordance with applicable UK waste management obligations and expect the customer to cooperate with any lawful disposal process connected with the service. Waste generated during carpet cleaning may include dirty water, recovered debris, used cloths, packaging, disposable protective items, or small quantities of residue removed from the treated area. We will handle such waste responsibly and in line with relevant environmental and hygiene requirements.

Where we remove waste from the property, it will be disposed of or retained according to our internal procedures and the applicable waste rules. We do not collect household waste unrelated to the cleaning service unless agreed in advance and only where lawful and operationally practical. You must not ask us to dispose of hazardous materials, sharp objects, biological waste, illegal substances, or anything that requires specialist handling unless we have expressly agreed and are legally permitted to do so.

If the work generates contaminated water, materials with strong odours, or substances that require special attention, we may stop the job and request additional instructions. You must tell us about any known contamination before the appointment, including flood water, mould, chemical spills, body fluids, or pest-related contamination. If specialist waste procedures are needed, extra charges may apply, and we may need to decline the work if it falls outside our permitted service scope.

7. Access, property condition, and drying time

You are responsible for ensuring safe access to the premises and the work area. Where parking, loading, lift use, entry codes, keys, or building rules affect the service, you must provide accurate instructions in advance. Delays caused by missing access information may shorten the available cleaning time or lead to extra charges. We are not liable for delays caused by circumstances outside our reasonable control, including restricted access or third-party interference.

After cleaning, carpets and fabrics may require a drying period that varies according to material, ventilation, humidity, and cleaning method. We will give an estimated drying time, but this is only a guide and is not guaranteed. You should avoid walking on damp areas where possible and follow any aftercare instructions we provide. We accept no responsibility for marks or distortion caused by premature use, insufficient ventilation, or interference after the cleaning has finished.

8. Complaints and remedy

If you believe there is a problem with the service, you should notify us as soon as reasonably possible so that we can inspect the issue and, where appropriate, offer a remedy. Depending on the circumstances, this may include a re-clean, a partial refund, or another reasonable solution. Any remedy will be assessed based on the facts, the nature of the complaint, and whether you have followed the aftercare instructions and preserved the condition of the treated area.

9. Force majeure and suspension of service

We are not responsible for delays, cancellations, or non-performance caused by events beyond our reasonable control. These may include severe weather, flood, fire, power failure, transport disruption, strikes, illness, civil disorder, or legal restrictions. If such an event occurs, we may suspend the service, reschedule the booking, or withdraw from the contract where necessary. We will aim to act fairly and keep disruption to a minimum.

10. Governing law

These terms and any dispute or claim arising from them are governed by the law of England and Wales. The parties agree that the courts of England and Wales will have exclusive jurisdiction, except where consumer law or mandatory legal rights provide otherwise. If any provision of these terms is found to be unlawful or unenforceable, the remaining provisions will continue in full force.

By confirming a booking with Cambridge Heath Carpet Cleaners, you acknowledge that you have read, understood, and agreed to these terms and conditions. These terms form the full agreement between the parties in relation to the services supplied, unless a separate written agreement states otherwise. Nothing in these terms affects your statutory rights as a consumer where applicable.