Terms and Conditions for Roehampton Carpet Cleaners
These Terms and Conditions set out the basis on which Roehampton Carpet Cleaners provides domestic and commercial carpet cleaning, upholstery cleaning, and related soft furnishing services in the UK. By making a booking, you agree to be bound by these terms, so please read them carefully before confirming any appointment. These terms are designed to be fair, clear, and consistent with applicable UK consumer law, while also protecting both the customer and the service provider.
Scope of Service. Our carpet cleaning services are provided with reasonable skill and care using methods and products appropriate to the fabric, condition, and soiling of the items being treated. We may use hot water extraction, low-moisture techniques, or specialist spot treatments depending on the circumstances. Any discussion of expected results is based on the information you provide and our inspection on arrival, and we cannot guarantee the removal of every stain, odour, or mark. Natural fibres, pre-existing wear, dye instability, and previous cleaning attempts can affect the final outcome.
These terms apply to the extent permitted by law and do not affect your statutory rights as a consumer. Nothing in these terms limits liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud, or fraudulent misrepresentation. References to “we”, “us”, and “our” mean the service provider trading under the name Roehampton Carpet Cleaners, and references to “you” or “customer” mean the person booking the service or receiving the work.
Booking Process. A booking is formed when you request a service and we confirm an appointment slot, either verbally or in writing. When placing a booking, you must provide accurate information about the property, access arrangements, parking restrictions, cleaning requirements, and any known issues such as stains, fragile materials, or pre-existing damage. The price and service plan may be adjusted if the information provided is incomplete or inaccurate.
We may ask for photographs, measurements, or other details before confirming the appointment, particularly where specialist treatment is likely to be needed. Any quotation is based on the information available at the time and is not a fixed offer unless expressly stated. If the work required differs materially from what was described, we reserve the right to revise the quotation before starting or to decline the service if the task is unsafe, unsuitable, or impractical.
Once a booking is accepted, it becomes a scheduled appointment rather than a guaranteed start time. Arrival times are estimates, and delays may occur because of traffic, previous job overruns, weather conditions, or other operational factors. We will aim to attend within the agreed window and, where possible, provide notice of any significant delay. If access is unavailable on arrival, or if the property is not ready for cleaning, we may treat the appointment as a cancellation by the customer.
Customer Responsibilities. Before cleaning begins, you must ensure the area is reasonably prepared. This includes removing small items, fragile objects, and loose belongings from the working area, as well as arranging access to water, electricity, and the items to be cleaned. If carpets, rugs, or upholstery contain hidden hazards, such as sharp objects, structural weakness, or concealed contamination, you must inform us in advance. You are responsible for securing pets and children and for protecting any valuables not removed from the working space.
If parking, permits, concierge arrangements, or building access rules apply, you must arrange these in advance unless otherwise agreed. Additional charges may arise where we incur extra time or cost due to restricted access, long carrying distances, stair-only access, or repeated attempts to enter the premises. We are entitled to refuse to proceed where conditions make the job unsafe or where the site does not match the booking description.
Payments and Charges. Payment terms will be agreed at the time of booking or on the invoice issued after the work is completed. Unless otherwise stated, payment is due immediately on completion of the service. We may accept card payment, bank transfer, or another method that we notify to you from time to time. Any deposit requested to secure a booking will be confirmed before the appointment and may be non-refundable where stated and where permitted by law.
Pricing. Prices are normally based on the size of the area, the cleaning method selected, the level of soiling, access conditions, and any specialist treatment required. We reserve the right to increase the charge where the actual work differs from the description given at the time of booking, including where extra rooms, heavier contamination, or additional stain treatment is requested on site. If the revised price is not accepted, we may stop the work and charge for any work already undertaken, where appropriate.
Late payments may result in further action to recover the amount due, including reasonable debt recovery costs where permitted by law. You remain responsible for any charges incurred because of failed payment, chargeback disputes not made in good faith, or non-sufficient funds in relation to a bank transfer or card transaction. Any discounts, promotional rates, or special offers apply only as described and may be withdrawn or amended without notice for future bookings.
Cancellations and Rescheduling. You may cancel or reschedule a booking by giving reasonable notice. Unless a different arrangement has been agreed, cancellations made with sufficient notice will not incur a charge. If you cancel at short notice, fail to provide access, or are not present when required, we may charge a cancellation fee to cover lost time and expenses. The amount of any fee will be reasonable and proportionate to the circumstances and, where relevant, disclosed before the booking is confirmed.
If we need to cancel or reschedule due to illness, equipment failure, unsafe conditions, severe weather, or other circumstances beyond our control, we will use reasonable efforts to offer an alternative date. We are not responsible for indirect losses caused by such rescheduling, but we will always act fairly and communicate as soon as reasonably possible. Where a deposit has been taken for a service that we cancel and do not reschedule, the deposit will be refunded unless the cancellation was caused by your breach of these terms.
Liability and Limitations. We will perform the service with reasonable care and skill. If we cause damage through proven negligence, we may, at our discretion and subject to the law, repair the damage, arrange repair, or compensate you up to the value of the affected item or the amount reasonably attributable to our fault. We are not liable for pre-existing defects, hidden wear, colour loss, fibre distortion, shrinkage caused by unsuitable materials, or outcomes arising from prior incorrect cleaning methods.
Carpet cleaning can sometimes reveal pre-existing issues such as worn patches, latent odours, stains that were previously masked, or colour differences created by sunlight and age. These are not defects in our service. We are not responsible for loss or damage caused by your failure to disclose material information, by unsuitable placement of furniture or items after cleaning, or by using the treated area before it has fully dried. Any advice we provide about drying time, aftercare, or ventilation should be followed carefully.
Warranties and Exclusions. Unless expressly agreed in writing, we do not guarantee the removal of all stains, marks, pet odours, or allergens. Certain substances may be permanent or may only lighten rather than disappear. We are not responsible for damage caused by manufacturing defects, weak fibres, poor colour fastness, or unstable dyes. Where delicate materials require specialist treatment, we may refuse to proceed or may ask you to approve the risk before cleaning begins.
Waste Regulations and Disposal. In carrying out our services, we will manage wastewater, residues, and removed debris in a responsible manner and in accordance with applicable UK waste laws and environmental requirements. We will not knowingly discharge waste in a way that breaches local rules, drainage restrictions, or environmental protection standards. If a job produces waste that must be collected, contained, or removed, we will handle it appropriately and, where necessary, segregate it for lawful disposal.
You must tell us in advance if the property contains any hazardous substances, contamination, or unusual waste conditions. We do not accept responsibility for pre-existing illegal dumping, fly-tipped items, needles, biohazards, or other hazardous waste unless this has been expressly agreed in writing and we are equipped and authorised to deal with it. If such waste is discovered during the job, we may stop work immediately and charge for time already spent, subject to the law.
Access, Safety, and Property Conditions. You must ensure the premises are safe for our staff to enter and work in. We may decline to begin or continue if we believe there is a risk to health or safety, including risks from aggressive behaviour, unsafe floors, exposed wiring, infestations, hazardous materials, or inadequate ventilation. If we need to move light furniture to perform the service, we will do so with reasonable care, but we are not obliged to move heavy, fixed, valuable, or fragile items.
Any furniture or objects left in place at your request are moved at your own risk unless damage is caused by our negligence. We recommend that you remove or protect sensitive items before the appointment. We may photograph the condition of the relevant areas before and after cleaning for quality control, record-keeping, and any insurance or dispute purposes, in line with data protection law.
Complaints and Remedies. If you are unhappy with the service, you must notify us within a reasonable time after completion and before arranging any third-party interference with the cleaned area, unless that is necessary to prevent further damage. We may ask for photographs, an explanation of the issue, and an opportunity to inspect the affected area. Where a genuine fault in our workmanship is identified, we may offer a re-clean or another reasonable remedy at our discretion, subject to your statutory rights.
Complaints will be handled in good faith and as promptly as possible. However, normal variations in appearance, remaining wear, or limitations caused by the condition of the item are not valid grounds for a remedy. Any settlement offered will be without admission of liability unless stated otherwise. Nothing in this section limits your rights under the Consumer Rights Act 2015 or any other applicable consumer legislation.
Force Majeure. We are not responsible for failure or delay caused by events beyond our reasonable control, including extreme weather, fire, flood, acts of government, strike action, road closures, supply disruptions, or equipment shortages. In such cases, obligations will be suspended for the period of the disruption. If the event continues for an extended time, either party may cancel the affected booking and, where relevant, any prepaid amount relating to work not performed will be refunded or otherwise dealt with fairly.
Data and Privacy. Any personal data we collect for the purpose of managing bookings, providing services, invoicing, or handling complaints will be used in accordance with data protection law. We will process only the information needed for those purposes and may retain records for legitimate business, accounting, or legal reasons. We do not sell personal data. Where third parties are used for payment processing or administration, they will only access information necessary to perform their functions.
Changes to These Terms. We may update these Terms and Conditions from time to time to reflect changes in law, service practices, or business requirements. The version in force at the time of your booking will usually apply to that booking unless a change is required by law or is otherwise reasonable and does not reduce your rights unfairly. If a term is found to be invalid or unenforceable, the remaining terms will continue in full force.
Governing Law and Jurisdiction. These Terms and Conditions are governed by the laws of England and Wales. Any dispute arising out of or in connection with these terms, the booking, or the services provided by Roehampton Carpet Cleaners will be subject to the exclusive jurisdiction of the courts of England and Wales, except where consumer law gives you the right to bring proceedings elsewhere.
By proceeding with a booking, you confirm that you have read, understood, and accepted these terms. They are intended to provide a clear framework for a professional carpet cleaning service, a reliable Roehampton carpet cleaners booking process, and fair treatment for both parties. If any specific condition is agreed in writing for a particular job, that condition will apply only to the extent stated and will not override mandatory legal rights.