Terms and Conditions for Collierswood Carpet Cleaners

These Terms and Conditions set out the basis on which Collierswood Carpet Cleaners provides domestic and commercial cleaning services in the United Kingdom. By making a booking, requesting a quotation, or allowing work to begin, the customer agrees to be bound by these terms. They are designed to create a clear, fair, and practical framework for both parties, covering the booking process, pricing, payment, cancellations, liability, waste handling, and legal compliance. For the avoidance of doubt, references to “we”, “us”, and “our” mean Collierswood Carpet Cleaners, and references to “you” and “your” mean the customer or person placing the booking.

These terms apply to all standard carpet cleaning, upholstery cleaning, rug cleaning, stain treatment, and related cleaning services unless we agree otherwise in writing. Any special arrangements, amended schedules, or extra services must be confirmed in advance to be valid. If there is any inconsistency between a written quote and these Terms and Conditions, the written quote will normally take priority for the specific job in question, provided that it was issued by us and accepted by you.

By instructing Collierswood carpet cleaners, you confirm that you are authorised to request the work and that you have provided accurate information about the property, the cleaning area, the items to be cleaned, and any known risks such as fragile fibres, pre-existing stains, water damage, or access issues. We may refuse or suspend service if the information supplied is incomplete, misleading, or materially different from the actual circumstances encountered on arrival.

1. Booking Process

All bookings are subject to availability and are only confirmed once we have accepted your request. A booking may be made by telephone, email, online enquiry, or any other method we make available from time to time. A provisional booking does not guarantee a service slot until we have confirmed the date, time window, scope of works, and any special requirements. We may ask for photographs, floor plans, or other information to assess the work and provide a suitable quotation.

When you book with Collierswood Carpet Cleaners, you agree to ensure that the service area is ready for cleaning at the agreed time. This includes moving light items where possible, securing pets, and providing safe access to the property. If we cannot gain access, cannot carry out the service safely, or find that the service area is not prepared to a reasonable standard, we may charge a call-out fee or treat the booking as cancelled by the customer.

We reserve the right to make reasonable changes to the booking time or date if unavoidable circumstances arise, including staff illness, equipment failure, adverse travel conditions, or matters beyond our control. In such cases, we will aim to give notice as soon as reasonably possible and rearrange the appointment. Any time estimates are approximate unless we expressly state that a fixed time has been agreed. A delay does not automatically entitle you to compensation, but we will always act reasonably and keep you informed.

2. Quotations and Service Scope

Quotes are based on the information available at the time of assessment and relate only to the work described. If the condition of the carpet, upholstery, or other surface differs from what was disclosed, we may revise the price before starting or continuing the service. This may apply where there is excessive soiling, hidden contamination, substantial pet damage, non-standard fibre composition, or the need for specialist treatment beyond normal cleaning. We will explain any material change before proceeding wherever reasonably practicable.

The scope of work is limited to the services clearly stated in the booking or written quote. Additional tasks, such as moving heavy furniture, dealing with specialist stains, treating mould, applying protection products, or carrying out repeat visits, are not included unless agreed in advance and may incur extra charges. We do not guarantee that all stains, odours, or marks can be removed entirely, as results can vary depending on fibre type, age of stain, previous treatments, and the nature of the contamination.

Any advice we provide about suitability, maintenance, drying times, or aftercare is given in good faith based on typical conditions. However, you remain responsible for deciding whether to proceed, especially where a particular item is valuable, antique, delicate, or otherwise sensitive to moisture or cleaning agents. It is your responsibility to tell us about any known manufacturer instructions or restrictions before the service begins.

3. Payments and Charges

All prices are stated in pounds sterling unless otherwise specified. We may require a deposit for larger, recurring, or high-demand bookings. Unless we agree otherwise, full payment is due on completion of the service on the same day the work is carried out. We accept the payment methods we notify you of at the time of booking, and we may update our accepted payment methods from time to time.

By using Collierswood Carpet Cleaners, you agree to pay all sums properly due under the booking, including any agreed extras, call-out charges, parking costs, congestion or access-related expenses, and any fees arising from additional work requested by you on the day. If there is a dispute about an invoice, you must notify us promptly and with reasonable detail. You are not entitled to withhold payment for undisputed amounts once the service has been completed.

Where payment is overdue, we may charge interest and recover reasonable costs in line with applicable UK law. If we need to pursue unpaid sums through debt recovery or legal action, you may be liable for associated administrative and legal expenses to the extent permitted by law. We may also suspend future services until outstanding balances have been settled in full. Any discounts, promotions, or special offers are discretionary and may be withdrawn, amended, or restricted at any time unless already confirmed in a specific accepted booking.

You may cancel or reschedule a booking by giving us reasonable notice. For standard appointments, we ask that you provide at least 24 hours’ notice where possible. For larger jobs, special orders, or peak-demand periods, we may require longer notice, which will be confirmed at the time of booking. If you cancel late, fail to provide access, or are not present when required, we may charge a cancellation fee to cover lost time, travel, and preparation costs.

If you wish to amend the service scope, location, date, or time, we will try to accommodate the change, but we cannot guarantee availability. Rescheduling is subject to our operational requirements and may affect the quoted price if the revised arrangement involves additional labour, equipment, or travel. Where a deposit has been paid, its treatment after cancellation or amendment will depend on the notice given and the amount of work already undertaken in relation to the booking.

We may cancel or suspend a booking if it becomes unsafe, unlawful, impractical, or commercially unreasonable to continue. Examples include unsafe working conditions, infestation, presence of hazardous substances, severe structural defects, or abuse towards our staff. If we cancel for reasons within our control, we will usually offer an alternative date or a refund of any amount paid for work not performed. Nothing in these terms limits your statutory rights where they apply.

5. Liability, Property, and Limitations

We will perform our services with reasonable care and skill. However, cleaning services involve practical limitations, and some risk remains even where the work is carried out properly. We are not responsible for pre-existing damage, hidden defects, wear and tear, poor previous repairs, colour loss caused by age, or deterioration resulting from unsuitable materials. You should inform us of any items that are already damaged, fragile, or of special value before work starts.

We are not liable for indirect, incidental, or consequential losses, including loss of profit, loss of enjoyment, or delay-related costs, except where such exclusion is not permitted by law. Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be excluded. Our total liability for any direct loss arising from a particular service will, to the maximum extent permitted by law, be limited to the amount paid or payable for that service.

If we need to move lightweight items in order to complete the work, we will do so with reasonable care, but you remain responsible for fragile, valuable, or awkward items unless we expressly agree otherwise. We may decline to move certain objects, particularly where they are heavy, unstable, valuable, or could cause injury or damage. You should remove items of special importance in advance. While we aim to prevent re-soiling and minimise drying risks, we cannot guarantee outcomes affected by ventilation, weather, occupant activity, or later contact with the cleaned area.

6. Waste Regulations and Environmental Handling

We are committed to handling waste responsibly and in accordance with applicable UK waste management rules. Any waste generated through the service, including disposable cloths, filters, packaging, or contaminated materials, will be managed in a lawful and environmentally responsible manner. We will not knowingly leave controlled waste on site unless this has been agreed as part of the service or required by operational necessity and permitted by law.

You are responsible for informing us of any hazardous or unusual materials present at the property. This includes but is not limited to bodily fluids, chemicals, mould growth, asbestos-related concerns, sharps, pest contamination, or materials requiring specialist disposal. We are not licensed to remove certain regulated waste streams unless specifically stated, and we may refuse to handle items that fall outside our lawful operating permissions. If specialist disposal is required, additional charges may apply and separate arrangements may need to be made.

Where the cleaning process involves wastewater, dirty solution, or residues, we will use reasonable methods to collect, contain, and dispose of them in accordance with environmental and drainage requirements. You must not ask us to dispose of prohibited substances through sinks, drains, or domestic bins. If you instruct us to undertake work that would breach waste regulations or other legal duties, we may refuse the instruction and, if necessary, leave the site without liability for any resulting inconvenience.

7. Customer Responsibilities

You agree to ensure that the property has suitable access, working utilities where needed, and a safe environment for carrying out the service. This includes providing electricity, water, and adequate ventilation unless otherwise agreed. If parking restrictions, security systems, building rules, or access procedures apply, you must tell us in advance and obtain any permissions needed. Delays caused by missing access arrangements may result in additional charges or postponement of the appointment.

You must remove or secure personal possessions, breakables, cash, jewellery, and other valuables before the appointment unless we have specifically agreed to handle them. Please also inform us of any pets, mobility issues, health hazards, or vulnerable persons present at the premises. Although we will take reasonable care, we are not responsible for loss or damage to items that should reasonably have been moved, protected, or disclosed by you before the service began.

It is your responsibility to inspect the completed work promptly and raise any concerns within a reasonable time. If there is an issue, we may ask for photographs, a description of the problem, and an opportunity to revisit and inspect the work before any remedy is considered. Allowing us a reasonable chance to investigate does not affect your statutory rights. However, failure to notify us promptly may make it harder to assess the cause and extent of any alleged problem.

8. Complaints, Revisions, and Service Remedies

If you believe the service has not been carried out in accordance with the agreed scope, please notify us as soon as reasonably possible. We may offer a return visit, a partial refund, or another reasonable remedy depending on the circumstances and the nature of the issue. Any remedy will be assessed fairly and in good faith. We will not usually provide a remedy where the issue arises from factors outside our control, including incorrect information, hidden damage, unsuitable materials, or changes made after completion.

Where a re-clean is appropriate, it will normally be limited to the specific area or item in question and must be arranged within a reasonable period. We do not guarantee that a further treatment will produce a perfect result, especially where the item has already been affected by age, prior treatments, or permanent staining. Our aim is to provide a practical resolution that is proportionate to the issue reported.

We are not liable for delays, failure to perform, or reduced service quality caused by events beyond our reasonable control. These may include severe weather, traffic disruption, power failure, flooding, fire, industrial action, civil disorder, supply shortages, public health restrictions, or sudden equipment loss. In such circumstances, we may postpone, modify, or cancel the booking without incurring liability for indirect losses.

If a force majeure event continues for an extended period, either party may be entitled to end the affected booking by notice, and any payment already made for unperformed work will be addressed fairly in light of the circumstances. We will always seek a practical solution, including rebooking where possible. However, we are not required to take steps that would be unsafe, unlawful, or disproportionately burdensome.

We may also suspend services temporarily if we reasonably suspect fraud, misuse of our services, repeated late payment, or conduct that puts our team at risk. In such cases, we will act proportionately and communicate the reason where appropriate. Suspension does not waive any rights or remedies we may have under these terms or under applicable law.

10. Governing Law and General Provisions

These Terms and Conditions, and any dispute or claim arising from or in connection with them, shall be governed by and interpreted in accordance with the law of England and Wales. Where the service is provided in Scotland or Northern Ireland, mandatory local legal rules may apply to relevant aspects of the transaction, but the contract itself remains subject to the governing law stated here to the extent permitted by law.

Any dispute that cannot be resolved informally should be brought before the courts of England and Wales, unless mandatory consumer law provides otherwise. If any part of these terms is found to be unlawful, invalid, or unenforceable, the remaining provisions will continue in full force. No failure or delay by us in exercising any right will operate as a waiver of that right.

These terms may be updated from time to time to reflect legal, operational, or commercial changes. The version in force at the time of your booking will apply to that booking unless a newer version has been expressly accepted by both parties. By proceeding with a booking, you acknowledge that you have read, understood, and agreed to these conditions for Collierswood Carpet Cleaners.