Terms and Conditions for Ealing Carpet Cleaners
These Terms and Conditions set out the basis on which Ealing Carpet Cleaners provides domestic and commercial carpet cleaning, upholstery cleaning, rug cleaning, stain treatment, odour treatment, and related surface care services in the UK. By making a booking, the customer agrees to these terms, which are intended to create a clear understanding of what is included in the service, how appointments are arranged, what charges apply, and how any issues are handled. The aim is to keep the process fair, transparent, and consistent for every carpet cleaning service.
In these Terms and Conditions, the words “we,” “us,” and “our” refer to Ealing Carpet Cleaners, and “you,” “your,” and “customer” refer to the person, business, or organisation requesting the service. These terms apply to all bookings unless we agree in writing to another arrangement. If any provision is found to be unenforceable, the remainder of the terms will continue in full force. Nothing in these terms affects your statutory rights as a consumer under UK law.
We provide our carpet cleaning services with reasonable skill and care, using suitable methods and products selected according to the type of fabric, soil level, and condition of the item or area being treated. However, results can vary because carpets, rugs, and upholstery differ in age, fibre type, construction, previous cleaning history, and exposure to wear, spills, or sunlight. A service order does not guarantee complete removal of all stains, odours, or marks, especially where damage has already occurred before the appointment.
Bookings may be made by telephone, email, online form, or other booking methods we may offer from time to time. A booking is not confirmed until we have accepted it and provided a date, time window, and service summary. We may ask for information such as the type of carpet or upholstery, the approximate room size, access conditions, parking arrangements, and any known stains or special requirements. This information helps us provide the correct carpet cleaning service and quote more accurately.
When you request an appointment, you confirm that all details supplied are accurate and complete. If the information you give changes before the visit, you must tell us as soon as possible. We reserve the right to amend the quotation, service time, or method used if the actual conditions differ materially from those described at the time of booking. If a property is unsafe, inaccessible, excessively contaminated, or unsuitable for the requested work, we may refuse to proceed or may adapt the service where reasonably possible.
On arrival, our operative may inspect the area before starting work. This inspection is part of the service and allows us to confirm the expected approach, identify obvious risks, and note pre-existing damage or heavy soiling. We may decline to clean particular items or areas if we believe doing so could cause damage, if there is a risk to health and safety, or if the surfaces are not suitable for treatment. Any advice given before or during the visit is based on visible conditions only.
Prices for carpet cleaning services may be based on room size, item count, soiling level, treatment type, minimum charges, or a fixed quote agreed in advance. Any estimate given before inspection is subject to confirmation if the actual work required differs from the description supplied by the customer. Additional charges may apply for extra rooms, staircases, heavy staining, specialist fibres, off-site access issues, or work requested outside the original scope. We will explain any material change before carrying it out where reasonably practicable.
Payment is due in accordance with the terms agreed at booking or upon completion of the work, unless we have agreed a different arrangement in writing. We accept the payment methods we specify from time to time, which may include bank transfer, card payment, or cash. If payment is due on completion, it must be made immediately unless otherwise agreed. Late or failed payments may result in administrative charges, recovery action, or interest where permitted by law. Any discounts, vouchers, or promotional prices are subject to the stated conditions and may be withdrawn at any time.
We may request a deposit for larger bookings, repeat commercial work, or appointments made at short notice. A deposit secures the agreed time slot and may be non-refundable if the customer cancels without sufficient notice. Deposits are normally applied to the final invoice unless the booking is cancelled in line with the cancellation rules below. If a payment card is declined, a bank transfer fails, or funds are otherwise unavailable, the customer remains responsible for the full invoice amount. Payment disputes should be raised promptly so we can review them fairly.
Customers must ensure reasonable access to the property and the work area. This includes providing access to water, electricity, and the rooms or items to be cleaned. You should remove fragile items, valuables, and breakables from the immediate area before the appointment unless we have agreed to move them carefully as part of the service. Where furniture must be moved, this will only be done if it is safe, practical, and within reasonable limits. We are not responsible for pre-existing instability, hidden defects, or items that are not fit to be moved.
Cancellation rights depend on the timing of the notice and the type of booking. If you wish to cancel or reschedule, you should tell us as early as possible. For standard domestic appointments, at least 24 hours’ notice is generally required to avoid a cancellation charge. For larger or commercial carpet cleaning jobs, we may require longer notice because resources, equipment, and staff are allocated in advance. If you cancel after we have already attended the property, a call-out fee or minimum service charge may apply.
If we need to cancel or reschedule due to illness, unsafe conditions, equipment failure, weather disruption, or another reason beyond our reasonable control, we will contact you as soon as possible and offer an alternative date. We are not liable for indirect losses arising from a cancellation or rescheduling, such as missed appointments with third parties, lost business opportunities, or childcare costs, except where required by law. Our liability for any refund will be limited to the amount paid for the affected service, unless otherwise required by statute.
We take care to protect your property, but some risk is inherent in cleaning textiles and soft furnishings. Before cleaning begins, you may be asked to disclose any pre-existing damage, weak seams, dye instability, colour loss, shrinkage history, repairs, or unusual treatments previously applied to the item. We cannot accept responsibility for deterioration caused by pre-existing conditions, hidden defects, or the natural wear and tear of materials. Normal cleaning may cause minor changes in pile direction, texture, or appearance, especially on older or heavily used carpets.
Our liability for loss or damage is limited to direct losses that are reasonably foreseeable and caused by our 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 be excluded under UK law. Subject to those mandatory rights, we will not be liable for indirect, consequential, or economic losses. Where a claim is accepted, our maximum liability shall not exceed the price paid for the affected carpet cleaning service, unless the law requires a different limit.
If you believe damage has occurred, you must notify us within a reasonable time and allow us the opportunity to inspect the item before any repair or cleaning work is undertaken by a third party. You should keep photographs, receipts, and relevant supporting information. Any claim may be reduced or rejected if the item was already damaged, if the customer failed to provide accurate information, or if further work by others prevents us from verifying the cause. This does not affect your statutory rights or any remedies available under consumer law.
We operate in compliance with applicable waste and environmental regulations in the UK, including the duty to prevent pollution and dispose of waste lawfully. Waste water, spent cleaning solution, removed debris, lint, and contaminated residue must be managed responsibly. We may use extraction methods, containment, or disposal procedures that are appropriate for the task and the site conditions. Customers must not ask us to dispose of hazardous or restricted materials unless we have expressly agreed to do so and are legally permitted to handle them.
If the work generates waste that requires special treatment, we may charge additional fees for lawful handling, transport, or disposal. We may refuse to clean items that contain unsafe contamination, biohazards, chemicals, mould beyond our permitted scope, or other regulated materials. The customer is responsible for informing us in advance of any such conditions. Where cleaning is affected by contamination, we may stop work, quarantine equipment, or require specialist support. Any such decision will be based on safety, legality, and practical service considerations.
We may collect, hold, and use personal data for booking administration, billing, service delivery, record keeping, and customer support. Such processing is carried out in accordance with applicable data protection law. We will only keep data for as long as necessary for the purposes for which it was collected, unless a longer retention period is required by law or for legitimate business records. Customers should not submit unnecessary sensitive data unless it is relevant to the service and requested by us.
Any complaints should be raised promptly so we can review the matter and seek a fair resolution. Please provide a clear description of the issue, the date of the service, and any supporting information. We may request access to the item or property to inspect the concern. Where a valid issue is identified, we may offer re-cleaning, partial refund, price adjustment, or another reasonable remedy depending on the circumstances. This process does not limit any rights you may have under consumer legislation.
We may suspend or end a booking if the customer behaves abusively, fails to provide safe access, refuses reasonable instructions, or creates conditions that make performance unsafe or unlawful. In such cases, any deposit may be retained to cover wasted time, travel, or preparation costs where permitted by law. We also reserve the right to refuse future bookings where there has been repeated non-payment, misleading information, or conduct that makes the provision of service impractical. Any such decision will be made reasonably and proportionately.
These terms may be updated from time to time to reflect legal, operational, or commercial changes. The version in force at the time of booking will normally apply to that booking unless a change is required by law. No amendment or waiver is valid unless agreed by us in writing. If any clause is found invalid or unenforceable, the remaining clauses will continue to apply. The failure to enforce any right at any time does not mean that right is waived.
These Terms and Conditions are governed by the laws of England and Wales. Any dispute, claim, or matter arising from or in connection with the services provided by Ealing Carpet Cleaners shall be subject to the exclusive jurisdiction of the courts of England and Wales, except where consumer law provides otherwise. By booking a service, you acknowledge that you have read, understood, and accepted these terms, which are intended to provide a fair framework for all carpet cleaning services we deliver.
