Chelsea Carpet Cleaners Terms and Conditions

These Terms and Conditions set out the basis on which Chelsea Carpet Cleaners provides domestic and commercial carpet cleaning, upholstery cleaning, and related fabric care services in the UK. By making a booking, the customer agrees to these terms, which are designed to create a clear, fair, and practical agreement between the customer and the service provider. The wording below applies to all carpet cleaning services in Chelsea and to any similar cleaning work undertaken under a confirmed booking.

For the purposes of these terms, references to “we,” “us,” and “our” mean Chelsea Carpet Cleaners, and references to “you” and “your” mean the customer, client, or person requesting the service. If the booking is made on behalf of another person or a business, the person arranging the service confirms that they have authority to accept these terms on that party’s behalf. These conditions are intended to support a professional, transparent, and reliable service relationship.

The terms below cover the booking process, pricing, payment, cancellations, liability, waste handling, and the law that applies to the agreement. They should be read carefully before confirming an appointment. Nothing in these terms affects your statutory rights as a consumer under UK law, and any wording in this document will be interpreted in a way that is consistent with applicable legislation.

1. Booking Process

All carpet cleaning bookings are subject to availability and are only confirmed once we have accepted the request. A quote may be provided in writing, by telephone, or through another agreed method, but a quote is not a final booking until it has been confirmed by us. We may ask for details such as the size of the area, the type of carpet or fabric, visible staining, access conditions, parking restrictions, or any special requirements that could affect the work.

By requesting a service, you agree to provide accurate and complete information. If the information you give is incomplete or incorrect, the final price, duration, and suitability of the service may need to be amended. In some cases, we may decline the booking if the property conditions, item condition, or required cleaning method make the work unsuitable, unsafe, or impractical. We reserve the right to refuse or cancel a booking where the customer has not provided sufficient information to allow the service to be delivered properly.

Appointments are usually scheduled for a specific day and time, but arrival windows may be used where necessary. While we aim to attend as arranged, time estimates are approximate and may be affected by traffic, access issues, previous jobs taking longer than expected, or circumstances outside our control. If access is not available at the arranged time, we may treat the appointment as a late cancellation or failed visit.

2. Service Conditions and Customer Responsibilities

Before work begins, you must ensure that the area to be cleaned is reasonably accessible and prepared for service. This includes moving fragile items, securing valuables, and advising us of any hidden risks, such as weakened flooring, loose fittings, water-sensitive materials, or previous damage. We may move light furniture only where this has been agreed in advance and where it can be done safely; heavy or specialist items are normally excluded unless specifically included in the booking.

You must inform us of any special cleaning concerns, including colour loss risk, delicate fibres, pet contamination, mould, battery-operated items, electronic equipment, or any prior treatment that may affect the result. Some stains and odours cannot be fully removed, and certain materials may respond unpredictably to cleaning solutions or machinery. We will use reasonable skill and care, but the condition of the item before cleaning will affect the final outcome. Any pre-existing wear, fading, pile distortion, or permanent marking may become more visible after cleaning, particularly where dirt had previously masked the damage.

Where a service requires water, electricity, or access to sinks and toilets, you agree to provide these without unreasonable restriction. If we cannot complete the work because utilities or access are unavailable, additional charges may apply. You are also responsible for ensuring that pets and children are kept safely away from active work areas. We may pause or stop work if conditions are unsafe, unhygienic, or otherwise unsuitable for service completion.

3. Payments and Pricing

Prices are normally based on the type of service, the number of rooms or items, the condition of the carpet or upholstery, the level of soiling, and any additional treatment required. Any estimate or quotation is given on the basis of the information available at the time. If the actual circumstances differ from the information supplied, we may revise the price before starting work or after inspection on arrival. Where a revised price is proposed, you may choose whether to proceed with the service at that updated rate.

Unless otherwise agreed, payment is due immediately upon completion of the service. We may accept payment by bank transfer, card payment, cash, or another method agreed in advance. For business customers or larger bookings, we may request a deposit, partial prepayment, or payment before service begins. Any such requirement will be explained at the time of booking. If an invoice is issued, it must be paid by the stated due date. Late payment may result in recovery action and any reasonable costs associated with collection.

Discounts, promotional offers, or special rates, where available, are subject to their own conditions and may be withdrawn or amended without notice before a booking is confirmed. Unless expressly stated, prices do not include additional parking fees, congestion-related charges, congestion-zone costs, or other third-party expenses that arise because of the location or access conditions. Any such costs may be added to the final invoice where they are reasonably incurred in connection with the service.

4. Cancellations, Rescheduling, and Missed Appointments

You may cancel or reschedule a booking by giving us reasonable notice. The amount of notice required may vary depending on the nature of the job, the time reserved, and whether any materials or equipment have already been prepared. If cancellation is made with insufficient notice, we may charge a cancellation fee to cover lost time, administrative costs, or non-recoverable expenses. Where a deposit has been taken, it may be retained in full or in part to reflect the loss suffered.

If we need to cancel or reschedule, we will aim to provide notice as soon as reasonably possible and will offer an alternative date where available. We are not liable for minor delays or changes caused by events outside our control, including severe weather, transport disruption, illness, emergency maintenance, or supply failure. In these situations, our obligation is limited to rebooking the appointment or refunding any prepaid amount for services not supplied.

If we arrive and cannot gain access, cannot safely complete the work, or are prevented from carrying out the service because the area is not ready, the appointment may be treated as a failed visit. In that event, a call-out or missed appointment charge may apply. Repeated short-notice cancellations or access problems may lead us to request payment in advance for future bookings.

5. Liability and Limitations

We will carry out all services with reasonable care and skill, using appropriate methods and products for the surfaces to be cleaned. However, cleaning results can never be guaranteed in every situation, particularly where the item is old, heavily worn, poorly maintained, incorrectly manufactured, or previously treated with unsuitable products. The success of the work depends in part on the condition and composition of the material, and some marks, odours, and stains may remain after treatment.

Our liability for loss or damage arising from the service is limited to the direct loss caused by our negligence or breach of contract, and only to the extent permitted by law. We do not exclude liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be excluded. We are not responsible for indirect or consequential losses, including loss of profit, loss of business, loss of opportunity, or inconvenience beyond the reasonable cost of the service itself.

If damage is alleged, you must notify us as soon as reasonably possible and provide a reasonable opportunity to inspect the item and investigate the issue. Claims should be supported with clear evidence, including photographs where available. You must take reasonable steps to limit any further loss or damage after the issue is discovered. We will not be responsible for pre-existing faults, hidden defects, non-standard wear, or deterioration that would have occurred regardless of the cleaning work.

6. Waste Regulations and Environmental Compliance

Our services may generate waste such as used cloths, disposable protective materials, removed debris, packaging, or contaminated residue. We will manage waste in a lawful and responsible manner, in line with applicable UK waste regulations and environmental obligations. This includes separating materials where appropriate, avoiding unlawful disposal, and handling any controlled waste in a safe and compliant way.

Where the job produces waste that remains the customer’s property or responsibility, you agree to dispose of it properly after the service unless we have expressly agreed to remove it. If we agree to remove waste on your behalf, this may be subject to additional charges and may require prior notice. We may refuse to handle certain items if they are hazardous, contaminated, or unsuitable for normal disposal channels. Such items include, but are not limited to, sharps, chemicals, biohazardous materials, and electrical goods with damaged components.

The customer must tell us in advance about any unusual contamination, including bodily fluids, damp-related contamination, pest waste, or other materials that may require specialist handling. Where a substance or condition is believed to create a health, safety, or legal concern, we may suspend work, adjust the method used, or decline the job entirely. In all cases, we retain the right to act in a manner that protects staff, customers, premises, and the environment.

7. Complaints, Variations, and Additional Work

Any request to change the original scope of work must be agreed before the additional work begins. This includes extra rooms, additional stains, upholstery items, or special treatments not included in the original booking. Where extra services are requested on-site, the price may be revised accordingly. If the customer chooses not to proceed with the variation, we will continue only with the work originally agreed, provided that this remains practical and safe.

If you believe the service has not been delivered as agreed, you should notify us promptly and allow us a reasonable opportunity to review the issue. We may ask for images, a description of the concern, or an inspection visit. Our aim is to resolve matters fairly, which may include re-cleaning part of the affected area where appropriate and reasonably possible. A further treatment will not be offered where the concern arises from factors beyond our control, such as pre-existing damage, unsuitable materials, or post-cleaning use or contamination.

These terms may be updated from time to time to reflect changes in our practices, legal requirements, or service arrangements. The version in force at the time of your booking will apply to that booking unless a change is required by law or is agreed in writing. No variation of these terms will be effective unless confirmed by us in writing or clearly accepted during the booking process.

8. Governing Law

These Terms and Conditions, and any dispute or claim arising from or in connection with them, are governed by the laws of England and Wales. The parties agree that the courts of England and Wales shall have non-exclusive jurisdiction over any dispute, although nothing in this clause limits any consumer rights to bring a claim in another part of the UK where such rights apply under law.

If any part of these terms is found to be unlawful, invalid, or unenforceable, the remaining provisions will continue in full force and effect. A failure by us to enforce any right or provision under these terms will not constitute a waiver of that right or provision. These terms form the entire agreement between the customer and Chelsea Carpet Cleaners in relation to the service booked, subject to any mandatory statutory rights that cannot be excluded.

By confirming a booking with Chelsea Carpet Cleaners, you acknowledge that you have read, understood, and agreed to these service Terms and Conditions.