Terms and Conditions for Spitalfields Carpet Cleaners
These Terms and Conditions set out the basis on which Spitalfields Carpet Cleaners provides carpet, upholstery, rug, and related cleaning services to domestic and commercial customers in the UK. By making a booking, confirming an appointment, or allowing our team to begin work, you agree to these terms. Please read them carefully before placing an order for any carpet cleaning service, as they explain how bookings are accepted, how payment is handled, when cancellation charges may apply, and the limits of our responsibility.
In these Terms, “we”, “us”, and “our” refer to Spitalfields Carpet Cleaners. “You” and “your” refer to the customer, client, or person authorising the service. These conditions apply to all services supplied by us unless we agree otherwise in writing. If there is any conflict between these Terms and a separate written agreement, the written agreement will take priority to the extent of that conflict.
Our services are intended to be provided with reasonable care and skill, using methods and products that are suitable for the materials presented to us. However, every property, textile, stain, and surface is different. The final result of professional carpet cleaning may vary depending on the age, wear, previous treatments, and condition of the items being cleaned.
Booking process begins when you request a quotation, a site visit, or a service appointment. Any quotation we provide is based on the information available at the time and is not a binding offer until we confirm availability and accept your booking. You must ensure that all details supplied are accurate, including the nature of the items to be cleaned, any known damage, stains, access restrictions, parking limitations, and any special requirements.
We may ask for photographs, measurements, or other information before confirming the job. This helps us assess the likely time, cleaning method, and resources required. If the information you provide changes before the appointment, you must tell us as soon as possible. A revised assessment may alter the price, the expected duration, or whether the work can safely proceed.
Once we accept a booking, we will confirm the date, approximate arrival time, and service scope. Although we aim to attend at the agreed time, arrival windows may be subject to traffic, weather, access issues, or unexpected delays. Time is not normally of the essence unless we expressly agree otherwise in writing. If a delay becomes likely, we will make reasonable efforts to keep you informed.
Access and preparation are important parts of the service. You must ensure that our operatives can safely access the property and the areas to be cleaned. This includes providing keys, entry instructions, lift access where applicable, and any security permissions needed for entry. You are responsible for moving small personal items, fragile belongings, and valuables unless we specifically agree to assist. We may refuse to move items that are heavy, fixed, unsafe, or at risk of damage.
Before cleaning starts, you should remove items that could obstruct the work or be affected by moisture, agitation, or cleaning products. Where necessary, we may recommend pre-vacuuming, furniture clearance, or protection for nearby surfaces. If access is restricted or the area is not suitably prepared, we may need to reschedule the appointment and charge for wasted attendance time where appropriate.
We may refuse or stop work if the property conditions are unsafe, if there is a health and safety concern, or if you ask us to use methods that we consider unsuitable. This includes situations involving electrical hazards, excessive contamination, asbestos suspicion, biological hazards, pest infestation, or severe structural damage. In such cases, we may still charge for any time already spent attending the site and assessing the issue.
Payments must be made in accordance with the price and method agreed at the time of booking or upon completion of the service. Unless stated otherwise, our prices are quoted in pounds sterling and may be inclusive or exclusive of VAT depending on the service arrangement. Any estimate is based on the information available and may be adjusted if the actual work differs from what was described.
We reserve the right to charge additional fees where the work changes materially after booking, including extra rooms, additional stain treatment, deeply embedded soiling, significantly larger areas than stated, or special access requirements. If additional charges become necessary, we will explain the reason before continuing where reasonably practicable. If you decline the revised work, we may limit the service to the agreed scope or cancel attendance as appropriate.
Payment is due immediately upon completion unless we have agreed credit terms in writing. We may accept bank transfer, card payment, or another method we specify. Any invoice must be paid by the due date shown. If payment is overdue, we may charge interest and reasonable recovery costs in accordance with applicable law. We may also suspend further work until outstanding balances are cleared.
Cancellations and rescheduling should be made as early as possible. If you need to cancel or change the appointment, you must notify us promptly. We may charge a cancellation fee if the booking is cancelled within a short period before the agreed date or if we have already reserved staff, equipment, or materials for your job. The level of any charge will depend on the notice given and the work involved.
If we arrive at the property and cannot complete the service because you are not present, we cannot access the premises, or the area is not ready for cleaning, this may be treated as a late cancellation or wasted appointment. In such cases, a call-out or minimum attendance charge may apply. We will always aim to act fairly and proportionately, but you are responsible for ensuring that the property is available at the agreed time.
We may cancel or reschedule a booking where necessary for reasons beyond our control, including severe weather, staff illness, equipment failure, supplier issues, or safety concerns. If we do so, we will try to offer an alternative date. Our liability for cancellation is limited to the amount paid for the affected service, except where a greater liability cannot legally be excluded.
Liability is limited to loss or damage caused by our negligence, breach of contract, or failure to exercise reasonable care and skill. Nothing in these Terms limits or excludes liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot lawfully be excluded under UK law. Your statutory rights as a consumer are not affected.
We are not responsible for pre-existing damage, hidden faults, structural issues, weak fabric, colour instability, dye bleed, shrinkage due to manufacturing defects, or deterioration caused by prior wear and tear. Some stains may be permanent or may reappear after drying due to wick-back or residues already present in the item. While Spitalfields Carpet Cleaners will use suitable cleaning methods, we cannot guarantee the removal of every stain, odour, or mark.
Where we move furniture, use equipment, or apply moisture or chemicals, there is an inherent risk of minor incidental effects, including slight pile distortion, temporary dampness, or normal drying variations. We will take reasonable precautions, but you accept that some surfaces require specialist handling and that certain outcomes are outside our control. You should tell us in advance about delicate materials, antique items, or previous repairs.
Damage claims must be reported to us as soon as reasonably possible after discovery and, in any event, within a reasonable time. You should retain the item and allow us a fair opportunity to inspect the issue before any repair, disposal, or alteration is made. We may ask for photographs, purchase details, or evidence of prior condition. Failure to notify us promptly may affect our ability to investigate and may limit any remedy available.
If we are found to be responsible for loss or damage, our liability will generally be limited to the lesser of the reasonable cost of repair, replacement, or the fee paid for the specific service giving rise to the claim, unless the law requires otherwise. We will not be liable for indirect or consequential losses such as loss of profit, loss of business, loss of opportunity, or inconvenience, except where such exclusion is prohibited by law.
You are responsible for ensuring that valuables, fragile items, and items of sentimental or exceptional value are removed or clearly identified before work begins. We do not accept responsibility for items left in accessible areas unless the loss or damage is directly caused by our proven negligence. If you require additional precautions or insurance arrangements, these should be agreed before the appointment.
Waste regulations apply to the disposal and handling of waste generated during our services. We operate in accordance with applicable UK waste management requirements and expect customers to do the same. Waste may include removed debris, used disposable materials, contaminated cloths, waste water where lawful disposal is required, and packaging associated with the service.
Unless specifically agreed otherwise, you are responsible for arranging the disposal of any items removed from the property that are not our operational waste. We will not unlawfully dispose of hazardous materials, prohibited substances, or items that require specialist handling. If we identify waste that is potentially regulated, contaminated, or unsafe, we may refuse to move or remove it and may suspend the service until proper arrangements are made.
Where waste is generated by our activities, we will take reasonable steps to store, transport, and dispose of it lawfully. You must not request that we breach environmental, safety, or disposal rules. If your property contains contaminated materials, biological waste, or other regulated substances, you must inform us in advance. Any hidden contamination discovered during the job may lead to immediate suspension of the service and possible additional charges if further attendance is required.
Customer obligations include giving accurate information, ensuring safe access, and cooperating with reasonable instructions from our team. You must tell us about pets, vulnerable occupants, electrical issues, leaking pipes, or other conditions that may affect the work. If an item has been previously cleaned with chemical treatments or has manufacturer restrictions, you should disclose this before we start.
You are also responsible for ensuring that any necessary permissions from landlords, managing agents, leaseholders, or other third parties have been obtained before the service begins. We do not accept responsibility for disputes between you and any third party over access, consent, or the condition of the property. If third-party approval is required and has not been secured, we may not proceed and may charge for wasted attendance.
By booking carpet cleaning services with us, you confirm that you have authority to instruct the work and accept these Terms on behalf of the property owner where relevant. If you are booking for business premises, you confirm that you have authority to bind the organisation or entity paying for the service.
Complaints and remedies should be raised with us promptly so that we can investigate while the facts are fresh. If you believe the service was not carried out properly, we may ask for a description of the issue, supporting photos, and an opportunity to inspect the area. Where appropriate, we may offer a re-clean, a partial refund, or another reasonable remedy at our discretion, provided this is fair and lawful.
Any remedy we offer will depend on the nature of the issue and whether the claim is valid. A further clean may be appropriate if the problem is capable of correction. However, if the result is affected by pre-existing damage, improper use after cleaning, or circumstances outside our control, no additional remedy may be due. Nothing in this section affects your rights under the Consumer Rights Act 2015 or other applicable UK legislation.
We may record job details, service notes, and communications for administrative, accounting, quality-control, and legal purposes. Any personal data provided to us will be handled in line with applicable data protection law. We will use such information only for legitimate business purposes connected with the service unless required otherwise by law.
Force majeure means events outside our reasonable control, including but not limited to extreme weather, fire, flood, accidents, strikes, civil disruption, power failures, supply interruptions, government restrictions, or emergencies. If such an event prevents or delays performance, we will not be liable for the delay or failure to perform while the event continues, provided we take reasonable steps to resume the service when possible.
These Terms may be updated from time to time to reflect legal, operational, or administrative changes. The version in force at the time of your booking will normally apply to that booking. If an update is required for legal compliance or service clarity, we may apply the revised terms to future bookings without notice unless the law requires otherwise.
Governing law and jurisdiction: These Terms and any dispute or claim arising from or in connection with 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 consumer law or mandatory legal rules require otherwise.
