Terms and Conditions for Downe Carpet Cleaners

These Terms and Conditions set out the basis on which Downe Carpet Cleaners provides domestic and commercial carpet cleaning services. By making a booking, confirming an appointment, or allowing work to begin, the customer agrees to these terms. The purpose of this document is to explain the service process, payment obligations, cancellation rules, liability limits, waste handling requirements, and the law that applies to the agreement. Please read these terms carefully before scheduling any carpet cleaning services.

For the avoidance of doubt, references to “we”, “us”, and “our” mean Downe Carpet Cleaners, and references to “you” and “your” mean the person, business, or organisation booking the service. These terms are intended to be fair, practical, and consistent with applicable UK consumer and service law. If any part of these terms is found to be unenforceable, the remaining provisions will continue to apply.

These terms apply to all standard cleaning appointments, stain treatment requests, sanitising treatments, end-of-tenancy work, and similar professional carpet cleaning services unless otherwise agreed in writing. Any special instruction, quotation, or service note issued before the appointment should be read together with these terms.

1. Booking Process

Bookings may be requested through our accepted booking methods and are only confirmed once we have acknowledged the appointment and, where required, received any deposit or advance payment. A booking is not final until we have accepted it. We may decline a booking if we are unable to provide the service safely, lawfully, or within the requested timeframe. When you request a service from Downe Carpet Cleaners, you must provide accurate information about the property, access arrangements, carpet type, known damage, pre-existing stains, and any relevant health or safety concerns.

It is your responsibility to ensure that the cleaning area is ready for inspection and service. This includes moving small items, securing pets, and notifying us of any fragile objects, furniture restrictions, or parking limitations. If access is not reasonably available at the agreed time, we may treat the appointment as cancelled by you and charge a cancellation or call-out fee where appropriate. We reserve the right to adjust the proposed method of carpet cleaning if we discover conditions that make the original method unsuitable.

Any time estimate provided before or during booking is approximate unless expressly stated as fixed. The actual duration may vary depending on carpet condition, room layout, fibre type, stain severity, drying conditions, and the level of soiling. If you ask us to carry out additional tasks at the appointment, these may be accepted only if we consider them safe, practical, and within our capabilities.

In cases where we issue a written quotation, the quotation is based on the information available at that time and may be revised if the actual condition or scope of the work differs materially from what was described. A quotation may also depend on access, floor area, cleaning method, or whether specialist treatments are required. Where a revised price is necessary, we will aim to explain the reason before work continues.

Payment terms will be confirmed at or before the time of booking. Unless otherwise stated, payment is due upon completion of the service on the same day. We may request a deposit for larger jobs, repeat-commercial appointments, or work scheduled for a future date. Deposits are used to secure an appointment and may be non-refundable in accordance with the cancellation rules set out below. Acceptable payment methods may include bank transfer, card payment, cash, or other methods we choose to offer from time to time.

You must ensure that payment is made in full and that any bank or card charges, where applicable, are covered by you. If payment is not received when due, we may suspend further services, withhold any non-essential follow-up work, or recover the debt through lawful means. Any collection costs reasonably incurred in recovering unpaid sums may be added to the outstanding balance.

2. Cancellations, Rescheduling, and Missed Appointments

Cancellations or rescheduling requests should be made as early as possible. We may allow a rescheduled appointment subject to availability. If you cancel with sufficient notice, we may waive any fee at our discretion. If you cancel at short notice, fail to provide access, or are otherwise unavailable when we attend, we may charge a reasonable fee to cover lost time, staff allocation, and travel costs. Repeated missed appointments may lead us to refuse future bookings for Downe Carpet Cleaners services.

If we need to cancel or rearrange an appointment due to illness, safety issues, equipment failure, severe weather, or another event beyond our reasonable control, we will contact you as soon as reasonably possible and offer a new appointment where available. We will not be liable for indirect losses caused by such cancellation, but nothing in these terms limits any rights you may have under applicable law if we are at fault.

Where you ask us to delay a visit after we have already arrived, or where work cannot proceed because a room, carpet, or area is not ready, we may charge a waiting fee or a return-visit fee. Any such fee will be reasonable and proportionate to the inconvenience caused. We aim to keep our UK carpet cleaners appointments efficient, but the service depends on timely cooperation from both sides.

3. Service Standards and Customer Responsibilities

We will carry out the agreed service with reasonable care and skill, using methods and products that we consider appropriate for the surface and condition of the carpet. Although we strive to achieve excellent results, carpet cleaning outcomes may vary due to age, fibre composition, dye stability, prior treatment, permanent staining, pre-existing wear, or previous misuse. Some stains, marks, odours, and discolouration may be impossible to remove fully even where best efforts are made.

You are responsible for informing us of any prior cleaning, dyeing, repair, moth damage, loose seams, underlay issues, shrinkage risk, or manufacturer instructions that may affect the service. If you do not disclose relevant information, we cannot be responsible for outcomes that arise because of hidden conditions. We may refuse to clean an item or area if we believe the carpet is too delicate, unsafe, or unsuitable for the requested process.

If furniture is moved by us as part of the service, we will do so with reasonable care, but we are not responsible for damage caused by unstable, poorly assembled, or unsuitable items unless the damage is caused by our negligence. You should remove valuables, fragile items, and anything that could be damaged by moisture, movement, or vibration. Any carpet cleaning services performed in a property occupied by children, pets, or vulnerable persons should be managed by you to ensure their safety during and after the work.

At the midpoint of the agreement, it is important to note that drying times are estimates only. Ventilation, humidity, weather, carpet thickness, and fibre type can all affect how long the area remains damp. We are not responsible for inconvenience caused by normal drying variation where the service was performed properly. You should avoid walking on wet carpets unless instructed otherwise and should follow any reasonable aftercare advice given at the appointment.

Liability is limited to losses that are foreseeable and directly caused by our breach of these terms or by our negligence. We do not exclude or limit liability where it would be unlawful to do so, including for death or personal injury caused by negligence, fraud, or fraudulent misrepresentation. Subject to that, we are not liable for indirect or consequential loss, loss of profit, loss of business, loss of opportunity, or damage arising from circumstances outside our reasonable control.

If damage is alleged, you must notify us within a reasonable time after discovery and allow us an opportunity to inspect the issue before any repair, replacement, or disposal takes place. We may ask for photographs, invoices, or other evidence. Where we accept responsibility, our remedy may be limited to re-cleaning the affected area, arranging a suitable repair, or making a fair financial adjustment not exceeding the amount paid for the specific service concerned.

4. Liability Exclusions and Limits

We are not responsible for pre-existing defects, hidden faults, colour loss caused by unstable dyes, residual marks from earlier treatments, or damage resulting from unsuitable carpet condition. Natural wear, pile flattening, shading, and differences in appearance after cleaning do not usually amount to damage. Likewise, some odours and contamination cannot be eliminated completely if they have penetrated deeply into the backing, underlay, or subfloor. Our carpet cleaning company terms recognise that not every carpet can be restored to a like-new condition.

Where the law permits, our total liability for any claim arising from a single service visit shall not exceed the total price paid for that specific visit. If multiple visits are part of one agreed package, the limit will apply to the relevant part of the service causing the issue. Nothing in these terms affects your statutory rights as a consumer or your rights under any mandatory legal protections that cannot be excluded by contract.

We are not liable for loss or damage caused by your failure to follow aftercare advice, by the presence of unsuitable cleaning agents used by others, or by third parties entering the area before it is dry. If you ask us to use a product or method contrary to our recommendation, you accept responsibility for the associated risk unless the law requires otherwise.

5. Waste Regulations and Environmental Handling

In relation to waste regulations, we will handle waste generated by our work in a lawful and environmentally responsible manner. This includes used cleaning materials, disposable cloths, packaging, and any wastewater or residue that must be removed as part of the service. We will not knowingly dispose of waste in a way that breaches applicable UK waste handling rules or environmental obligations. Where specialist disposal is required, additional charges may apply if these are made clear in advance.

You must not ask us to remove or dispose of hazardous, restricted, or contaminated materials that fall outside the normal scope of carpet cleaning. This includes, without limitation, chemicals, needles, asbestos-containing material, bodily waste in dangerous quantities, or anything that requires a licensed specialist. If such materials are present, we may suspend work and advise you to arrange appropriate professional disposal. Any delay caused by undisclosed hazardous waste may result in a charge for wasted attendance.

Waste arising from the service remains your responsibility unless we expressly agree in writing to remove it. If we remove any item or debris on your instruction, you confirm that you have authority to authorise its disposal and that it does not belong to another person who has not consented. We may refuse disposal requests that appear unsafe, unlawful, or disproportionate.

6. Complaints, Rework, and Disputes

If you are dissatisfied with any aspect of the service, you should notify us promptly and allow us a reasonable opportunity to inspect the issue. In many cases, a concern can be addressed by a return visit or an explanation of the expected cleaning result. Complaints raised long after the appointment may be harder to assess fairly, especially where the carpet has been used, re-soiled, or altered after the cleaning.

Where rework is appropriate, we may offer to revisit the property at a mutually convenient time. Rework is not an admission of liability but a practical attempt to resolve the matter. If a dispute cannot be resolved informally, both parties should try to settle it in good faith before starting formal proceedings. This approach is intended to keep disputes proportionate and focused on resolution rather than escalation.

If any invoice, quotation, or service record contains an obvious clerical error, we may correct it. Any correction will be communicated as soon as reasonably possible. The existence of a dispute does not remove your obligation to pay any undisputed sums on time.

7. Governing Law

These terms and any dispute or claim arising from them, whether contractual or non-contractual, shall be governed by and interpreted in accordance with the laws of England and Wales. Where the service is provided in Scotland or Northern Ireland, mandatory local consumer protections may also apply to the extent required by law. If a court or tribunal determines that any part of these terms cannot be enforced, the remainder will continue in effect.

Any dispute that cannot be resolved amicably shall be subject to the exclusive jurisdiction of the courts of England and Wales, except where mandatory law provides otherwise. These terms are intended to support a clear and fair working relationship between the customer and Downe Carpet Cleaners, while preserving the rights that cannot legally be excluded.

Acceptance of service after confirmation of a booking, attendance, or commencement of work constitutes acceptance of these terms as updated from time to time. The latest version will apply to future bookings unless a separate written agreement states otherwise.

8. General Provisions

We may update these terms periodically to reflect changes in law, business practice, or service structure. Updated terms will apply from the date they are published or otherwise communicated and will not usually affect completed services unless required by law. No term in this document is intended to limit any non-excludable statutory rights. Headings are included for convenience only and do not affect interpretation.

If we choose not to enforce any right under these terms at a particular time, that does not mean we waive the right to enforce it later. Any waiver must be made in writing. You may not transfer your rights or obligations under these terms without our prior agreement, while we may assign or subcontract elements of the service where appropriate and lawful, provided this does not reduce the quality of the agreed work.

These terms, together with any written quotation or booking confirmation, form the entire agreement between the parties regarding the relevant service. No verbal statement made before booking shall override these terms unless confirmed in writing. By proceeding with a booking, you acknowledge that you have read and understood the conditions that apply to Downe Carpet Cleaners and to the carpet cleaning services provided under them.