Terms and Conditions for New Malden Carpet Cleaners

Welcome to the terms and conditions for New Malden Carpet Cleaners. These terms explain the basis on which we provide carpet and upholstery cleaning services to residential and commercial customers. By making a booking, confirming an appointment, or allowing our technicians to begin work, you agree to be bound by these terms. Please read them carefully before placing an order for any carpet cleaning service, rug treatment, stain removal, or related cleaning work. If you do not agree with any part of these terms, you should not proceed with a booking.

These terms are written to set out clear expectations for the service, payment, access arrangements, cancellations, and the limits of our responsibility. They are intended to support a fair and transparent relationship between the customer and New Malden Carpet Cleaners. Nothing in these terms affects your statutory rights under UK consumer law. If any part of these terms is found to be unenforceable, the remaining provisions will continue in full force and effect.

In these terms, references to “we”, “us”, and “our” mean New Malden Carpet Cleaners, and references to “you” or “the customer” mean the person or business requesting the service. A “booking” means any confirmed request for cleaning services made by phone, email, online form, text message, or any other accepted method of communication. A “service” means the cleaning work agreed at the time of booking, including any additional items specifically authorised by you before or during the appointment.

We reserve the right to refuse or cancel a booking where we reasonably believe the requested work is unsafe, unlawful, unsuitable, or beyond the scope of our available equipment or expertise. We may also decline work if the property conditions are materially different from those described at the time of enquiry. Examples include severe contamination, excessive damp, hidden hazards, pest infestation, unstable flooring, or the presence of materials requiring specialist handling. In such cases, we may offer an amended service, reschedule the appointment, or charge a call-out fee where reasonable and permitted by law.

When you request a carpet cleaner in New Malden or book a carpet cleaning in New Malden appointment, you are responsible for providing accurate information about the area to be cleaned, the type of fibres or fabric, known stains, access limitations, and any prior treatments or damage. We rely on the information you provide when quoting or estimating the job. If the actual conditions differ from what was disclosed, the price, method, completion time, or results may change accordingly.

Bookings are subject to availability and are not confirmed until we accept them. Confirmation may be provided verbally or in writing. Where an estimate is issued before the visit, it is based on the information available at that time and may be revised if the actual service requirement is different once our team inspects the premises. We may also ask for photographs, measurements, or other details before acceptance to help us determine whether the work is suitable and to reduce the likelihood of delay on the day.

On the day of the appointment, you must ensure reasonable access to the property and the areas to be cleaned. You are expected to move fragile items, valuables, small objects, and personal belongings from the working area unless we have expressly agreed to assist with moving specific items. We may need access to water, electricity, and a suitable working space for our equipment. If access is delayed, restricted, or unsafe, we may charge for waiting time or treat the visit as cancelled by you if we cannot proceed within a reasonable period.

Unless otherwise stated in writing, the agreed service relates only to the specific items, rooms, or areas listed in the booking. Additional rooms, hallways, stairs, upholstery items, or stain treatments are not included unless confirmed by us. Any extra work requested at the appointment will be charged in addition to the original price and may affect the duration of the visit. We will always try to explain any material change before carrying out additional work.

We use cleaning methods appropriate to the item and condition observed. However, due to differences in fibre type, wear, colourfastness, previous cleaning history, and existing damage, we cannot guarantee the removal of all stains, odours, or contamination. Some marks may be permanent or may reappear after drying, especially where residues have migrated from the backing or underlay. Results vary by material and condition, and this is an accepted part of the service.

All prices are quoted in pounds sterling unless otherwise stated. Prices may be fixed, estimated, or calculated by reference to the number of items, area size, or time required. Any quotation remains valid for the period stated in the quote or, where no period is stated, for a reasonable time. A quote may be withdrawn or amended if there is a material change to the information on which it was based.

You agree to pay the amount due for the service in accordance with the payment method accepted at the time of booking or completion. We may require a deposit, partial payment, or full advance payment for certain jobs, especially larger, urgent, or specially ordered services. Where payment is due on completion, it must be made immediately after the work is finished, unless we agree otherwise in writing. We accept that payment methods may vary, and any card processing or bank transfer instructions provided by us must be followed exactly.

New Malden Carpet Cleaners may charge additional fees where the job extends beyond the original booking because of changed circumstances, extra items, severe soiling, restricted access, parking difficulties, waiting time, or the need for specialist equipment. We will normally explain these charges before carrying out the additional work, unless immediate action is required to protect property or health and safety. If you do not wish to proceed with extra work, we may complete only the original service where practicable.

Invoices, receipts, or payment confirmations may be issued electronically. If payment is not made when due, we reserve the right to charge reasonable administration fees, suspend further services, or pursue recovery of sums owed through lawful means. If a payment fails, is reversed, or is disputed without proper grounds, you may be liable for all reasonable costs incurred by us in attempting to recover the outstanding balance, subject always to applicable law.

Discounts, promotions, and special offers are offered at our discretion and may be withdrawn or amended at any time unless already committed in a confirmed booking. Any promotional price may be subject to conditions, including minimum spend, specific service types, or limited availability. Where a promotional offer conflicts with these terms, the written offer will apply only to the extent that it expressly varies them.

We are not responsible for bank charges, currency conversion costs, or card issuer fees imposed on you by third parties. If a payment is made in advance and a cancellation fee becomes payable under these terms, we may deduct that fee from the amount returned, where permitted. You are responsible for ensuring that any payment method used is authorised by the account holder or business owner.

You may cancel or reschedule a booking by giving us reasonable notice. Where notice is given sufficiently in advance, we may offer a new appointment without penalty. If you cancel too close to the appointment time, or if our team arrives and cannot carry out the work because of a reason within your control, we may charge a cancellation fee or the full call-out fee to cover time, travel, and allocation of resources. Any fee applied will be fair and proportionate to the circumstances.

If you are unable to provide access at the agreed time, if no one is available to authorise the work, or if the property is not ready for cleaning, we may treat this as a late cancellation or failed appointment. Examples include keys not being available, access codes not working, unsafe conditions, or the required area being occupied in a way that prevents the service from being completed. We are under no obligation to wait indefinitely or to return free of charge where the failure is due to matters beyond our control.

New Malden carpet cleaners may also need to reschedule if weather, transport disruption, equipment failure, illness, or other events outside our reasonable control make attendance impracticable. In such cases, we will aim to offer the next available suitable slot. We will not be liable for loss or inconvenience caused by a rescheduled appointment where the delay was unavoidable and we acted reasonably to minimise disruption.

If you wish to cancel a booking, any notice must be provided in a form we can reasonably record, such as by email, text message, or another agreed method. We may acknowledge cancellations during business hours, but failure to acknowledge immediately does not invalidate a properly sent notice. If you ask us to postpone a job rather than cancel it, we may still apply the same notice requirements if the original slot cannot be reassigned.

For certain custom or urgent bookings, including services arranged at short notice or where materials have been specially allocated, a higher cancellation charge may apply if you cancel after work has already been scheduled or supplies have been ordered. Where this happens, we will only charge an amount that is reasonable and connected to our actual loss, as required by law. Nothing in these terms affects any right you may have to cancel under applicable consumer contract regulations where those rules apply.

If we cancel a booking for reasons within our control, we will either refund any advance payment for the cancelled part of the service or offer an alternative date. This does not limit our ability to refuse a booking where the premises, the item, or the requested work is unsuitable. We may also end a job early if continued work would be unsafe, unlawful, or likely to damage property.

We will carry out the service with reasonable skill and care. However, carpet and upholstery cleaning involves inherent risks, including shrinkage, colour loss, pile distortion, fibre distortion, backing separation, dye bleed, and delayed stain wicking. By booking the service, you acknowledge that these risks may arise even when appropriate methods are used. We do not accept responsibility for pre-existing damage, hidden defects, or deterioration caused by material age or prior treatment.

Our liability for direct loss or damage caused by our negligence will be limited to the reasonable cost of repair or replacement, taking into account wear and tear, age, and current condition. We will not be liable for indirect, special, or consequential losses, including loss of business, loss of profit, loss of enjoyment, inconvenience, or emotional distress, except where such exclusion is not permitted by law. Nothing in these terms excludes liability for death or personal injury caused by our negligence, fraud, or any other liability that cannot lawfully be excluded.

Where valuable, fragile, or irreplaceable items are left in the working area, you do so at your own risk unless we have expressly agreed in writing to handle them. We recommend that you remove jewellery, documents, cash, electronics, ornaments, and similar belongings before the appointment begins. If you ask us to move furniture or other items, we will do so with reasonable care, but we are not liable for items that are unstable, poorly assembled, or already damaged unless our negligence is proven.

If any damage occurs, you must notify us as soon as reasonably possible and, in any event, within a reasonable time after discovering the issue. You should provide photographs and a clear description of what happened so we can investigate properly. We may need access to the property to inspect the item and assess whether the issue resulted from our work, pre-existing conditions, or third-party factors. Failure to allow a reasonable opportunity to inspect may affect any claim.

We are not responsible for the performance of cleaning products, equipment, or repair services supplied by third parties, except where we selected and supplied those items negligently. Where you request the use of a particular product or method against our advice, you accept responsibility for the outcome to the extent the problem arises from that instruction. Our technicians may refuse to use a product or method they consider unsafe or unsuitable.

Any claim relating to the service should be supported by reasonable evidence. We may ask for purchase records, photographs, cleaning history, or other relevant information before accepting liability. This does not reduce your rights, but it helps us assess claims fairly and efficiently. If we agree that a remedy is appropriate, we may choose to repair, re-clean, partially refund, or otherwise compensate you in a proportionate manner.

We are committed to handling waste in accordance with applicable UK waste management and environmental rules. This includes the proper collection, containment, transportation, and disposal of wastewater, sludge, contaminated residues, and any removed debris generated during the service. We will take reasonable steps to prevent pollution, nuisance, and unlawful discharge into drains, soil, or watercourses.

Where the service produces wastewater or other recoverable residues, we will dispose of them responsibly using methods appropriate to the material and the site conditions. We may use equipment designed to capture dirty water and extract waste from carpets, rugs, and upholstery. You must not instruct us to dispose of waste in a way that would breach environmental law or building rules. If the property has special drainage restrictions or waste-handling requirements, you must tell us before the service begins.

Any hazardous, biological, or contaminated waste discovered during the work may require specialist handling or suspension of the service. This can include sharp objects, bodily fluids, mould, pest-related waste, or other substances that create health and safety concerns. In such circumstances, we may stop work, isolate the affected area where possible, and advise that a specialist contractor is needed. Additional charges may apply where the circumstances require extra protective measures or lawful disposal arrangements.

Where packaging, disposable materials, or cleaning-related waste is generated by us, we will manage it in line with applicable environmental obligations. You remain responsible for ensuring that the premises are suitable for our lawful disposal practices and for informing us of any site-specific rules, landlord restrictions, or building management requirements that may affect waste handling. We will not be liable for delays caused by the lawful refusal to dispose of waste in an improper manner.

If we are required to remove items for disposal as part of an agreed service, we will only do so where that removal has been expressly included in the booking or agreed during the appointment. We do not undertake illegal dumping, fly-tipping, or any disposal that would breach environmental legislation. Our procedures are designed to support responsible operation and to reduce the environmental impact of our carpet cleaning services.

By engaging us, you confirm that any waste or contamination present at the property has been disclosed to the best of your knowledge. Concealed contamination that is not reasonably identifiable before or during the appointment may require changes to the service scope. We may charge additional amounts for lawful and safe disposal where the presence of unusual waste materially increases the cost or complexity of the job.

These terms constitute the entire agreement between you and us in relation to the service, unless we expressly agree otherwise in writing. If we choose not to enforce any right or provision immediately, that does not mean we have waived it. No third party may enforce these terms unless the law specifically allows it. Any variation to these terms must be agreed by us in writing or clearly reflected in a confirmed booking that expressly alters the standard position.

We may update these terms from time to time to reflect changes in our services, business practices, or legal obligations. The version in force at the time of your booking will normally apply to that booking, unless a different version is expressly agreed. If a term conflicts with mandatory legal rights or duties, the legal requirement will prevail to the extent of the conflict, and the remainder of the term will continue to operate.

These terms are governed by the laws of England and Wales. Any dispute, claim, or matter arising from or in connection with the services, these terms, or any associated booking shall be governed by and interpreted in accordance with the law of England and Wales. The courts of England and Wales shall have exclusive jurisdiction, unless consumer law gives you the right to bring proceedings elsewhere.

For business customers, nothing in these terms limits ordinary commercial obligations to act fairly, pay sums due, and provide accurate information. For consumer customers, your statutory rights remain protected, including rights relating to services performed with reasonable care and skill. If any provision is found invalid or unenforceable, it will be read down where possible to preserve its effect, and if that is not possible, it will be severed without affecting the rest of the agreement.

By proceeding with a booking for New Malden Carpet Cleaners, you confirm that you have read, understood, and accepted these terms and conditions. They are intended to create a clear framework for professional cleaning services, sensible scheduling, fair payment, lawful waste handling, and reasonable limitation of liability. We aim to provide a reliable and well-managed carpet cleaning service while maintaining compliance with applicable UK law.

You should retain a copy of these terms for your records. If you need a record of the booking details, agreed price, or scope of work, please ensure that the confirmation you receive accurately reflects what was discussed. Where the booking includes special instructions, access arrangements, or unusual conditions, those details may form part of the agreement and should be checked carefully before the appointment date.