Islington Carpet Cleaning Terms and Conditions

These Terms and Conditions set out the basis on which Islington Carpet Cleaning provides domestic and commercial carpet cleaning services in the UK. By making a booking, the customer agrees to these terms, which are designed to give both sides a clear understanding of the service, the booking process, payment obligations, cancellations, liability limits, waste handling, and the law that applies to the agreement. These terms should be read carefully before any appointment is confirmed.

The purpose of this document is to define the practical and legal framework for the service. It applies to carpet cleaning appointments arranged by phone, email, online enquiry, text, or any other booking method accepted by the company. It also applies to related services such as stain treatment, deodorising, upholstery add-ons where offered, and pre-arranged inspection visits. For the avoidance of doubt, these terms apply whether the customer is a homeowner, tenant, landlord, agent, business owner, or facilities manager.

The company reserves the right to amend these Terms and Conditions from time to time. The version in force at the moment of booking will normally apply to that booking unless a later version is expressly accepted by both parties. If any provision is found to be unenforceable, the remaining provisions will continue in full force and effect. Nothing in these terms affects any rights that cannot legally be excluded under UK law.

1. Booking process

A booking for carpet cleaning is only confirmed once the customer has supplied the necessary details and the company has accepted the request. Required details may include the property address, access information, carpet type, approximate room count or area, preferred date, and any known issues such as heavy staining, pet odours, previous damage, or restricted parking. Accurate information is essential because it allows the company to allocate suitable time, equipment, and cleaning products.

Quotes are generally based on the information provided by the customer. If the actual condition of the carpet differs significantly from the description given at the time of booking, the company may revise the price, adjust the service scope, or re-schedule the appointment if the work cannot reasonably be completed as planned. A quote is not a fixed offer unless it is clearly stated to be so in writing. The final service may also vary if the customer requests additional tasks on site, such as deeper stain treatment or extra rooms.

Appointments are usually scheduled within agreed time windows rather than exact minute-by-minute arrival times. While every effort will be made to attend on the booked date, delays can arise due to traffic, weather, equipment issues, previous jobs overrunning, or other circumstances beyond reasonable control. Where this happens, the company will aim to notify the customer and offer a revised arrival time or an alternative date. The customer must ensure that the property is accessible and reasonably prepared for the service.

2. Service standards and customer obligations

The company will carry out carpet cleaning with reasonable care and skill using methods it considers appropriate for the carpet fibre, level of soiling, and treatment required. This may include hot water extraction, low-moisture cleaning, spot treatment, or other professional methods. Because different fibres react differently, the company does not guarantee the removal of every stain, mark, odour, or wear-related issue. Cleaning results can vary depending on the age, condition, and previous treatment of the carpet.

Customers must inform the company in advance of any special circumstances that could affect the work, including fragile fibres, colour instability, dampness, underfloor heating, loose seams, non-standard underlay, infestation concerns, or the presence of hazardous substances. The customer is also responsible for moving small personal items, ornaments, breakables, and valuables before the appointment unless agreed otherwise. If large furniture must be moved, this must be discussed in advance. The company may refuse to move items that are too heavy, unsafe, or likely to cause damage.

Where parking, building access, concierge procedures, lift usage, or entry permissions are required, the customer must arrange these in advance and bear any associated costs unless the company has agreed to do so separately. If access is delayed or prevented, waiting time, return visit fees, or cancellation charges may apply. The customer should also ensure that an adult with authority to approve the work is present or available at the scheduled time, particularly where the property is rented or managed.

3. Payments

Payment terms will be stated at the time of booking or on the invoice. Unless otherwise agreed in writing, payment is due on completion of the service, or immediately after the job is finished and before the team leaves the premises. The company may accept bank transfer, card payment, cash, or another method that is expressly approved. If a deposit is required, the booking may not be secured until the deposit has been received and cleared.

All prices are quoted in pounds sterling and may be subject to VAT where applicable. If a written estimate or quoted price is based on limited information, the company may adjust the charge if the actual work differs materially from what was described. This includes, without limitation, extra room sizes, heavy contamination, additional stain removal, unexpected access delays, or the need for specialist products. Any material change should be explained to the customer as soon as reasonably possible.

If payment is not made when due, the company reserves the right to charge reasonable recovery costs, interest, or administration fees where permitted by law. In the event of non-payment, the company may suspend future services and may pursue debt recovery through appropriate legal channels. Any dispute about the service does not automatically entitle the customer to withhold all payment; however, genuine concerns should be raised promptly so they can be assessed fairly and resolved where possible.

4. Cancellations, rescheduling, and missed appointments

The customer may cancel or reschedule a booking by giving reasonable notice. If notice is provided sufficiently in advance, the company will usually try to offer an alternative date without penalty. However, if a booking is cancelled at short notice, especially after the team has already been dispatched or products have been prepared specifically for the job, a cancellation fee may apply to cover lost time and direct costs. The amount of any fee may depend on how much notice was given and the stage of the appointment.

If the company must cancel or reschedule due to staff illness, equipment failure, severe weather, transport disruption, or another unforeseen event, the customer will be offered a revised slot or, where appropriate, a refund of any deposit paid for the cancelled appointment. The company is not responsible for indirect losses arising from such changes, including lost earnings, missed lettings, or inconvenience, except where required by law. Every reasonable effort will be made to minimise disruption.

Where the customer is not present or access is unavailable at the arranged time, the appointment may be treated as a failed visit. In such cases, the company may charge a call-out fee, waiting fee, or cancellation charge. If the work cannot begin because the customer has not prepared the property or has withheld key information, the company may either offer to rebook the service or cancel it and charge for wasted time, depending on the circumstances.

5. Liability and limitation of responsibility

The company will take reasonable care with the customer’s property and use professional methods intended to reduce the risk of damage. Nonetheless, carpet cleaning involves water, machinery, detergents, and manual treatment, so certain risks cannot be eliminated entirely. The company will not be liable for pre-existing damage, wear and tear, hidden defects, colour loss caused by unstable dyes, shrinkage caused by unsuitable carpet construction, or deterioration resulting from prior contamination or previous incorrect cleaning attempts.

Where the company is found legally responsible for direct loss or damage, its liability will be limited to the lesser of the actual proven loss and the amount paid for the specific service giving rise to the claim, except where such limitation is not permitted by law. Nothing in these terms excludes liability for death or personal injury caused by negligence, fraud, or any other matter that cannot legally be excluded or limited under UK law. Customers are expected to inspect the cleaned areas as soon as reasonably possible after completion.

Any claim relating to damage, missed areas, or service concerns should be raised promptly, ideally on the day of completion or within a reasonable period after discovery. The company may require the customer to provide photographs, access to the affected area, or other relevant information to assess the issue. The customer must give the company a fair opportunity to inspect, rectify, or, where appropriate, re-clean the affected area before seeking outside remedies, unless immediate action is required by law.

6. Waste regulations and disposal

The company will handle wastewater, sludge, removed debris, and any other waste generated during carpet cleaning in a lawful and environmentally responsible manner. Waste disposal will be carried out in accordance with applicable UK waste regulations and local disposal requirements. The company will not knowingly discharge contaminated waste in a manner that would breach environmental, drainage, or health and safety rules.

Where cleaning produces wastewater that must be removed from the property, the company will dispose of it using appropriate methods and equipment. Customers must not ask the team to dispose of prohibited materials, hazardous substances, sharp objects, or biological waste unless such handling has been expressly agreed and is lawful. If the company discovers waste posing a health risk or requiring specialist disposal, it may stop work until safe arrangements are made or may refuse the task if continuing would be unsafe or unlawful.

The customer remains responsible for disclosing any contamination risks before booking, including bodily fluids, mould, chemicals, pest infestations, or other conditions that may create a waste-handling issue. Additional charges may apply where specialist equipment, protective measures, or disposal steps are required. The company may decline to proceed if the waste or contamination presents a legal, environmental, or health and safety concern beyond the agreed scope of service.

7. Complaints, re-cleans, and service concerns

If the customer is unhappy with any aspect of the service, the matter should be raised as soon as possible so it can be reviewed fairly. The company may offer an inspection, a targeted re-clean, or another reasonable remedy where appropriate. A re-clean will not be offered where the issue is caused by factors outside the company’s control, including pre-existing damage, re-soiling after completion, or failure to follow post-cleaning care instructions. The company will act in good faith to assess whether the complaint is valid and what outcome is reasonable.

Stains that have set deeply, migrated from underlay, been caused by previous spill events, or permanently altered the carpet fibre may not be removable to the customer’s expectations, even after professional treatment. The company makes no promise that carpets will be returned to a brand-new condition. Terms such as fresh, improved, or restored describe the likely effect of cleaning, not an absolute guarantee. If specialist restoration work is required, this may need a separate quotation and different scope of service.

8. Force majeure and operational limits

The company will not be liable for delays, failures, or inability to perform the service where caused by events outside its reasonable control. These may include extreme weather, fire, flooding, public transport disruption, road closures, strikes, power cuts, equipment failure, supply shortages, civil disturbance, or acts of government. In such circumstances, the company may suspend, delay, or cancel the appointment without being treated as in breach of contract, although it will seek to arrange a workable alternative where practical.

The company also reserves the right to withdraw from or limit a booking if the property presents unsafe working conditions, including but not limited to exposed wiring, structural hazards, aggressive behaviour, unsafe access, or severe contamination. If work is stopped for safety reasons, any charge already incurred may still be payable. The customer must ensure that pets are secured, vulnerable persons are protected from treatment areas, and the premises are reasonably safe for operatives to enter and work in.

9. Governing law

These Terms and Conditions, and any dispute or claim arising from or connected with them, shall be governed by and interpreted in accordance with the laws of England and Wales. The parties agree that the courts of England and Wales shall have jurisdiction over any non-resolved dispute, unless mandatory consumer law provides otherwise. If any issue arises that is not expressly dealt with in these terms, it will be handled in a manner consistent with applicable UK contract, consumer, and business law.

By proceeding with a booking, the customer confirms that they have read, understood, and accepted these Terms and Conditions. The company aims to provide a professional carpet cleaning service with clear expectations on both sides. These terms are intended to support fairness, transparency, and safe working practice throughout the booking, delivery, payment, and completion process.