Terms and Conditions for Selsdon Carpet Cleaners

These terms and conditions set out the basis on which Selsdon Carpet Cleaners provides domestic and commercial carpet and upholstery cleaning services in the UK. By booking a service, the customer agrees to these conditions in full. Please read them carefully before confirming any appointment. These terms are designed to clarify expectations, define responsibilities, and ensure a fair and professional service for both parties.

Throughout this document, references to we, us, and our mean the service provider trading as Selsdon Carpet Cleaners. References to you and your mean the customer, client, or person placing the booking. These terms apply to all carpet cleaning, rug cleaning, upholstery cleaning, stain treatment, and related services unless we agree otherwise in writing.

We reserve the right to update these conditions from time to time. Any changes will apply to future bookings and do not affect work already agreed unless required by law. It is your responsibility to review the applicable terms before each new booking. Where there is a conflict between these terms and a specific written quotation or service agreement, the written quotation or service agreement will take precedence for that booking.

1. Booking Process

All bookings with Selsdon Carpet Cleaners are subject to availability and acceptance by us. A booking may be made through an enquiry process and is only confirmed once we have accepted the requested service, date, and any relevant details. We may ask for information about the size of the area to be cleaned, the type of carpet or fabric, the condition of the items, access arrangements, and any known stains or concerns. This information helps us assess the suitability of the service and prepare the correct equipment and cleaning method.

You must ensure that all details supplied at the time of booking are accurate and complete. If any important information is omitted or later found to be incorrect, we may revise the quotation, adjust the scheduled duration, or decline to proceed if the service would not be appropriate. A quotation is based on the information available at the time and may change if the scope of work changes, if the condition of the items differs from what was described, or if additional tasks are requested on the day.

We may request confirmation of the booking in writing or by another agreed method. Once confirmed, the appointment is reserved for you and we may turn away other work for that slot. If you are unable to provide access at the agreed time, or if the property is not ready for cleaning, any resulting delay, additional waiting time, or rescheduling may be chargeable. You are responsible for ensuring that the area is cleared of fragile items, personal belongings, and obstructions unless we have agreed to move items as part of the service.

2. Service Scope and Customer Responsibilities

The exact scope of the carpet cleaning service will be set out in the booking confirmation or quotation. Services may include vacuuming where appropriate, stain pre-treatment, hot water extraction, low-moisture cleaning, upholstery care, deodorising, or other methods suitable for the materials being cleaned. We will use reasonable care and skill in delivering the service, but results depend on the condition, age, fibre type, staining, and previous treatment of the carpet or fabric. Some marks may be permanent or may only improve rather than disappear completely.

Before work begins, you should inform us of any health and safety concerns, hidden hazards, fragile fittings, damp areas, pre-existing damage, or recent treatment of the carpet or upholstery. You must also ensure that power and water access are available where required and that pets and children are kept away from the working area. If the premises are unsafe, unsuitable, or too heavily contaminated for the service to be completed properly, we may suspend or refuse the work and charge for reasonable time already spent.

Where items are moved to enable cleaning, you accept that some furniture may leave marks, indentations, or shadowing where it has remained in place for a long time. We may decline to move heavy, high-value, unstable, or potentially dangerous items. Any item moved at your request is moved at your risk unless damage is caused by our negligence. You should also notify us of any hidden cables, delicate flooring edges, or other features that might be affected by standard cleaning procedures.

3. Payments and Charges

Prices for Selsdon Carpet Cleaners are generally based on the type and size of the area to be cleaned, the level of soiling, the methods required, and any additional services requested. Any quotation we provide will be valid for the period stated or, where no period is stated, for a reasonable time only. Unless expressly agreed otherwise, all prices are inclusive of labour and standard materials but exclude unusual stain treatments, parking fees, congestion or access charges, specialist equipment, or extra services requested after booking.

Payment terms will be confirmed at the time of booking or on the invoice. We may require a deposit for certain appointments or larger works. Unless we agree credit terms in writing, payment is due immediately on completion of the service. We accept payment by the methods we make available from time to time. If an invoice remains unpaid after the agreed date, we may charge interest and reasonable recovery costs to the extent permitted by law.

If you dispute any part of an invoice, you must notify us promptly and provide the reason for the dispute. You must still pay any undisputed amount on time. We may suspend future bookings if previous invoices are overdue. Where a booking is cancelled late, where access is not provided, or where work cannot proceed because of inaccurate information supplied by you, we may charge a reasonable cancellation or attendance fee to cover lost time and expenses.

4. Cancellations, Rescheduling, and Delays

You may cancel or reschedule a booking by giving us reasonable notice. The amount of notice required may depend on the size and nature of the appointment, but cancellations made at short notice may result in a charge because the reserved time cannot easily be reallocated. If we have already incurred costs in preparing for your appointment, those costs may also be chargeable where reasonable. We will always aim to act fairly and proportionately when applying cancellation charges.

If you need to change the appointment date, we will do our best to offer an alternative time subject to availability. However, a new appointment is not guaranteed. Repeated changes may affect the original quotation or service schedule. Where we arrive on site and cannot complete the work because the premises are inaccessible, unsafe, or unprepared, the visit may be treated as a cancellation and charged accordingly.

Occasionally, events outside our control may cause delay, including traffic disruption, adverse weather, equipment failure, or illness. In such circumstances, we will make reasonable efforts to notify you and to arrange a revised appointment. We are not responsible for indirect loss caused by unavoidable delay, provided we have taken reasonable steps to reduce the impact. Your statutory rights are not affected.

5. Liability and Limitations

We will provide our carpet cleaning services with reasonable care and skill. However, except where we are legally unable to do so, our liability is limited to direct loss or damage that is caused by our proven negligence or breach of contract. 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 under UK law.

We are not responsible for pre-existing damage, structural defects, faulty fittings, hidden wear, poor previous repairs, colour fastness issues, shrinkage caused by unsuitable materials, or damage caused by items already weakened by age or prior treatment. Certain delicate, antique, natural, or untested fabrics may react unpredictably to cleaning products or moisture. If you ask us to proceed against our advice, you accept the risk of that decision where lawful.

Where we supply guidance on aftercare, drying times, or ventilation, it is provided in good faith but does not create a guarantee of outcome. We cannot promise that all stains, odours, or marks will be removed, especially where they have been present for a long time or have been treated previously with unsuitable products. Any claim for loss must be made as soon as reasonably practicable and, in any event, within a reasonable time after the service. You must allow us a fair opportunity to inspect any alleged issue.

6. Waste Regulations and Environmental Compliance

Selsdon Carpet Cleaners will handle waste, wastewater, and used cleaning materials in accordance with applicable UK waste regulations and environmental standards. This means that any waste arising from the service will be managed responsibly and disposed of through lawful and appropriate routes. We take care to avoid unnecessary contamination and to minimise environmental impact where reasonably practicable.

Wastewater, extracted residues, used cloths, disposable materials, and other by-products may not be left in a manner that creates a hazard or nuisance. Where disposal requires your cooperation, you must provide appropriate access, consent, and information. We may refuse to discharge or dispose of certain materials if doing so would breach legal requirements or pose a risk to health, safety, or the environment. In some cases, specialist disposal arrangements may be necessary and may be charged separately where reasonable.

You must not ask us to dispose of prohibited, hazardous, or regulated waste unless we have expressly agreed and are legally permitted to do so. This includes substances such as chemicals, sharps, biological waste, or other dangerous items not associated with ordinary carpet cleaning. If we discover such materials on site, we may stop work immediately. You remain responsible for ensuring that the premises comply with all relevant waste and hygiene obligations before and after the service.

7. Access, Property Care, and Special Conditions

You must provide safe access to the property and the areas to be cleaned at the agreed time. This includes ensuring that keys, entry codes, parking permissions, and any necessary permissions from landlords, managing agents, or building operators are in place. If access is delayed or prevented, we may charge for wasted attendance time. Any instructions given to us about access or security should be accurate and complete.

We will take reasonable care to protect surrounding surfaces and furnishings while carrying out the work. However, because cleaning involves moisture, pressure, suction, and the use of specialist solutions, some risk remains. It is your responsibility to remove breakable items, valuables, loose electrical equipment, and personal possessions from the work area. If you ask us to move items, you should tell us which objects are delicate or valuable so we can decide whether movement is appropriate.

Where the service involves stairways, lifts, shared hallways, or communal access, you must ensure that any building rules are followed. We cannot be responsible for delays caused by third-party restrictions or unavailable shared facilities. If a location is unusually difficult to access or requires additional time, we may revise the charge to reflect the extra work involved.

8. Complaints, Revisit Requests, and Remedies

If you are dissatisfied with any aspect of the service, you should contact us promptly so that we can assess the issue while the relevant area remains available for inspection. We may request photographs, a description of the concern, and reasonable access to the property. Where appropriate, we may offer a revisit, further treatment, or another proportionate remedy. Any such remedy will be at our discretion unless a different outcome is required by law.

A revisit does not mean that we admit liability. It is simply an opportunity to review the result and, if suitable, to improve the outcome. We are not required to provide a remedy where the issue was caused by factors outside our control, by misinformation supplied by you, by post-cleaning contamination, or by failure to follow aftercare advice. Any claim based on a latent issue must be raised as soon as practicable after discovery.

Nothing in these terms limits your rights under the Consumer Rights Act 2015 or any other applicable consumer protection law. If you are a business customer, additional statutory rights may not apply in the same way, and any business-to-business arrangement may be subject to separate written terms where agreed.

9. Governing Law and General Provisions

These terms and any dispute or claim arising from 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, except where mandatory consumer law provides otherwise. If any part of these terms is found to be invalid, unlawful, or unenforceable, the remaining provisions will continue in full force to the extent permitted by law.

Failure by us to enforce any provision immediately does not mean we waive our right to enforce it later. No person other than the parties to the booking has any right to enforce these terms under the Contracts (Rights of Third Parties) Act 1999 unless expressly stated otherwise. These terms, together with any booking confirmation and written quotation, form the whole agreement between you and us in relation to the relevant service.

By placing a booking with Selsdon Carpet Cleaners, you confirm that you have read, understood, and agreed to these terms and conditions. If you do not accept them, you should not proceed with the booking. We recommend that you retain a copy for your records so that the agreed service scope, payment terms, and responsibilities are clear throughout the appointment process.