Terms and Conditions for East Bedfont Carpet Cleaners
Welcome to the terms and conditions for East Bedfont carpet cleaners. These terms set out the basis on which we provide domestic and commercial cleaning services, including carpet cleaning, upholstery cleaning, rug cleaning, stain treatment and related fabric-care work. By making a booking, you agree to be bound by the provisions below. Please read them carefully before confirming any appointment. These terms are designed to be clear, fair and practical, and they apply to all service requests unless we agree otherwise in writing.
For the purposes of these terms, references to “we”, “us” and “our” mean the service provider trading as East Bedfont Carpet Cleaners, and references to “you” and “your” mean the customer, client, tenant, property owner, occupier or authorised representative who requests the service. If you are booking on behalf of another person or business, you confirm that you have authority to do so and that you have communicated any relevant site, access or safety information to us before the appointment.
Our service agreement is intended to cover the usual expectations of a professional carpet cleaning service while allowing for the practical realities of cleaning textiles in occupied properties. Because every property and fabric type is different, we reserve the right to assess the condition of items on arrival and to decline or modify the treatment where the item is unsafe, unsuitable or likely to be damaged by cleaning. This is particularly important where prior wear, hidden staining, dye instability, water sensitivity or unsuitable underlay may affect the result.
Booking process begins when you submit a request for a quotation, estimate or appointment and we confirm availability. Any prices provided before inspection are indicative unless expressly stated as fixed. A booking is not binding until we have confirmed the scope of work, the date and time, and any special requirements. We may ask you to provide accurate details about the number of rooms, carpet types, access restrictions, parking arrangements, presence of pets, and any urgent issues such as heavy soiling, infestation or moisture concerns.
Once a booking is confirmed, you are responsible for ensuring that the property is ready for the service at the agreed time. This includes moving small personal items, securing valuables, and providing safe access to the relevant areas. If furniture needs to be moved, you must tell us in advance so we can decide whether it can be safely handled within the appointment. We are not obliged to move items that are heavy, fragile, fixed, or unsafe to relocate. Any failure to disclose relevant information may affect timing, price or the outcome of the work.
We may make reasonable amendments to the schedule where necessary due to traffic, weather, equipment failure, staff illness, or other operational reasons beyond our control. In such cases, we will endeavour to offer a revised appointment. If you require a specific completion time, you must tell us at the time of booking, but time-of-day estimates are not guaranteed unless agreed in writing as a firm arrival window. 
Where access is delayed or denied, we may charge for waiting time, wasted attendance or any additional visit required.
Payments must be made in accordance with the price and payment method agreed at booking or on completion of the service. Unless otherwise stated, payment is due immediately after the work has been carried out and before departure. We may accept bank transfer, card payment, cash or other methods as notified from time to time. Any deposit requested to secure an appointment forms part of the total price and may be non-refundable in line with the cancellation terms below.
All prices are quoted in pounds sterling and, unless stated, include only the services specifically described in the quotation or booking confirmation. Additional work, such as extra rooms, heavily soiled areas, stain treatment beyond normal procedures, add-on protection products, or repeated visits, will be charged separately if requested or reasonably required. If the condition of the property means that the work takes significantly longer than expected, or requires specialist products or equipment, we may revise the price before proceeding, and you will have the choice to approve or decline the amended scope.
You are responsible for ensuring that payment details are valid and that funds are available. If a payment fails, is reversed, is subject to a chargeback, or remains overdue, we may suspend future services, recover reasonable collection costs, and charge statutory interest where permitted by law. Any discounts, promotional rates or special offers are offered at our discretion and may be withdrawn at any time, provided this does not affect a booking already confirmed on those terms.
Cancellations and rescheduling are permitted, but notice must be given as early as possible. If you need to cancel or move your appointment, please do so with reasonable advance notice so that we can manage staffing and scheduling. Where a deposit has been paid, its refundability will depend on the notice period, any preparatory work already carried out, and whether the appointment can reasonably be reallocated.
If you cancel at short notice, fail to provide access, are not present when required, or do not have the property ready for the service, we may charge a cancellation fee or treat the appointment as a wasted visit. This may include cases where parking cannot be arranged, access instructions are incorrect, the relevant rooms are unavailable, or the work cannot proceed due to issues not disclosed beforehand. We reserve the right to charge for reasonable losses arising from a late cancellation where we have already committed labour, travel time, products or equipment to the appointment.
We may cancel or reschedule a booking if circumstances make it impracticable or unsafe to provide the service. This includes adverse weather, industrial action, equipment breakdown, illness, suspected unsafe premises, or a failure to comply with these terms. If we cancel for reasons within our control, we will offer an alternative appointment or refund any advance payment already made for the cancelled service, excluding any completed work. Where cancellation is due to your breach of these terms, any refund may be reduced by reasonable costs already incurred.
Service standards and limitations
We aim to provide a professional carpet cleaning service using suitable methods and materials, but we do not guarantee complete removal of every stain, mark, odour or defect. Some substances may permanently alter fibres or dyes, and some older or previously damaged carpets may not respond as expected. Certain stains, such as those caused by bleach, rust, ink, paint, urine, wine or food colouring, may be difficult or impossible to remove fully. In addition, wear, shading, texture change and pile distortion may remain visible after cleaning. The outcome depends on the material, age, condition and previous treatment of the item.
We may refuse to clean or may require a disclaimer before treating items that are delicate, colour-fastness uncertain, leather, antique, water-sensitive, or otherwise unsuitable for standard cleaning processes. Where we consider a pre-test necessary, we may carry out a small inspection treatment first. If you ask us to proceed against our advice, you accept the risk of colour loss, shrinkage, waviness, residue, seam separation or other adverse effects that are consistent with the known risks of cleaning that material. We may also decline to use methods that, in our professional judgment, could cause unreasonable damage.
We are not responsible for pre-existing damage, hidden faults, structural defects in flooring, loose seams, frayed edges, unsuitable adhesives, or issues arising from improper installation or previous repairs. Likewise, we are not responsible for damage caused by failure to notify us of underfloor heating, fragile surfaces, blocked drainage, or electrical hazards. You should make us aware of any concern that may affect the service or safety of the property before work begins. Where relevant, you should also ensure that pets are secured and that children are kept away from wet equipment and cleaning areas.
Liability is limited to losses directly caused by our negligence, breach of contract or wilful misconduct, and only to the extent permitted by 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. Subject to those non-excludable rights, we shall not be liable for indirect, consequential or incidental losses, including loss of profit, loss of business, loss of data, inconvenience or loss of enjoyment.
Where we are found liable for damage to an item, our responsibility will ordinarily be limited to the lesser of the reasonable cost of repair, reasonable replacement value, or the amount paid for the affected service, unless otherwise required by law. We are not liable for items left in pockets, drawers, under furniture, or in areas not specifically intended for cleaning. You should remove small valuables, cash, jewellery, documents and fragile belongings before the appointment. Any claims relating to damage or missing items must be raised as soon as reasonably possible and, in any event, within a reasonable time after the service.
If you believe damage has occurred, you must take reasonable steps to preserve the item and to allow us to inspect it before repair or disposal. We may request photographs, proof of purchase, or access to the affected item. Failure to provide reasonable cooperation may affect our ability to investigate and resolve the matter. Nothing in these terms affects your statutory rights under the Consumer Rights Act 2015 or any other applicable consumer law.
Waste regulations and environmental responsibilities form an important part of our working practice. We will handle wastewater, residues, extracted soil and any consumables in a lawful and responsible manner. You agree not to ask us to dispose of materials that are prohibited, hazardous, infectious, or not reasonably connected to the cleaning service unless we have expressly agreed and are legally permitted to do so. We may refuse to remove or dispose of items that would breach environmental, waste carrier or health and safety obligations.
Where wastewater or waste is generated during the service, we will use reasonable care to prevent contamination and to comply with applicable UK waste and environmental rules. You are responsible for informing us of any special waste risks in the property, including contamination by bodily fluids, mould, chemicals, pests or other hazardous substances. If the site requires additional controls, specialist PPE, or alternative disposal arrangements, additional charges may apply and we may pause the service until the risks are properly addressed.
The customer must ensure that any drains, sinks, external discharge points or collection areas used for cleaning waste are suitable and lawful for the intended purpose. If access to safe disposal facilities is unavailable, we may need to adjust the method or reschedule the work. We may also refuse to proceed where the working conditions would create a breach of environmental law, a health risk, or an unreasonable burden on our equipment or staff. In such cases, any cancellation or aborted-visit charge may apply if the issue should reasonably have been disclosed in advance.
Customer responsibilities
You agree to provide truthful, complete and timely information when making a booking and before the service begins. This includes details about occupancy, property condition, access restrictions, prior treatments, and any known risks. If your property contains vulnerable areas such as loose flooring, exposed wiring, water damage, or unstable fixtures, you must tell us before work starts. We rely on the information you provide when planning the job and pricing the service, so inaccuracies may result in extra charges, delay or cancellation.
You must ensure that our operatives can work safely and without harassment, intimidation or interference. We reserve the right to leave the premises if conditions are unsafe, abusive, unlawful or materially different from what was described at booking. You are also responsible for providing suitable access to electricity and water where required, unless we have agreed to bring our own supply arrangements. If we are prevented from completing the service because the site is not ready or safe, we may charge for the visit and any reasonably incurred costs.
After cleaning, you should allow adequate drying time before walking on the carpets heavily, replacing furniture, or using the area in a way that could mark, flatten or re-soil the fibres. We may provide general aftercare information, but any such suggestions are not a warranty and do not alter these terms. If you choose to ignore advice that is reasonably given to protect the cleaned surfaces, we are not liable for resulting marks, odours, shrinkage or wear.
General legal terms govern how these conditions are interpreted and enforced. If any part of these terms is found to be invalid, unlawful or unenforceable, the remaining provisions will continue in full force. No failure or delay by us in exercising any right or remedy shall operate as a waiver of that right. We may update these terms from time to time, but the version in force at the time of your booking will apply to that appointment unless a change is required by law.
Intellectual property in any written content, process descriptions, quotations, templates or branded materials we provide remains our property or that of our licensors. You may not reproduce, distribute or publish our contractual materials for commercial purposes without permission, although you may retain a copy for your own records. These terms are intended to apply alongside any written quotation or booking confirmation, and if there is a conflict, the specifically agreed written details for your booking will prevail to the extent of the inconsistency.
These terms and any dispute or claim arising from them are governed by the law of England and Wales. The courts of England and Wales shall have exclusive jurisdiction unless mandatory law provides otherwise. If you are contracting as a consumer, you may also have rights to bring proceedings in your local court where permitted by law, but the applicable governing law remains that stated here. By booking any service from East Bedfont carpet cleaners, you confirm that you have read, understood and accepted these terms in full.