Terms and Conditions for Carpet Cleaners E2

These Terms and Conditions set out the basis on which carpet cleaning services are provided by Carpet Cleaners E2 to residential and commercial customers in the UK. By making a booking, the customer agrees to be bound by these terms, which are designed to keep the service transparent, fair, and consistent. They apply to all standard carpet cleaning, upholstery-related floor care where agreed in advance, stain treatment, and any related service that is accepted by the company in writing or by confirmed booking. Nothing in these terms affects any rights you may have under UK consumer law that cannot be excluded or limited by contract.

These terms should be read carefully before a booking is confirmed. They explain how appointments are arranged, when payment becomes due, what happens if a customer needs to cancel or reschedule, and the limits of liability that apply where cleaning outcomes depend on fabric type, pre-existing wear, or hidden defects. The service is intended to be delivered professionally and with reasonable care, but no cleaning provider can guarantee identical results in every case, especially where materials vary or where stains have already set into fibres.

For the avoidance of doubt, references to the company, we, or us mean Carpet Cleaners E2, and references to you or the customer mean the person who places the order or accepts the quotation. These terms are written for use in the UK and are governed by English legal principles unless stated otherwise. Where a booking is made on behalf of a landlord, tenant, managing agent, business, or property manager, the person placing the booking confirms they have authority to do so.

1. Booking Process

A booking is only considered confirmed once the customer has accepted a quotation, provided the required details, and received confirmation from the company. Quotations may be based on room count, item type, floor area, level of soiling, access conditions, or a combination of those factors. Any estimate given before inspection is provided in good faith but may change if the scope of work differs from the information supplied at the time of booking. If the customer requests additional services on the day of attendance, these will only be carried out if time, equipment, and material suitability allow.

Customers must provide accurate information at the time of booking, including the address, access arrangements, parking limitations, presence of pets, stair access, water supply issues, and any known fibre sensitivity or prior damage. Failure to disclose relevant facts may affect the cleaning method used, the final price, or the company’s ability to complete the service safely. The company reserves the right to refuse or amend a booking if the property conditions, safety concerns, or material risks make it unreasonable to proceed as planned.

2. Service Standards and Customer Responsibilities

The company will use reasonable care and skill when delivering professional carpet cleaning services, and will select methods suitable to the materials presented. This may include hot water extraction, low-moisture cleaning, spot treatment, or other industry-appropriate techniques. Customers are responsible for moving small and fragile items before the appointment unless otherwise agreed. Larger furniture may be moved only where safe to do so and only if it is included in the agreed service scope.

Before work begins, the customer should ensure that the area is reasonably clear, that electricity and water are available where needed, and that any valuable, delicate, or irreplaceable items are protected or removed. The company is not responsible for pre-existing damage, hidden marks, colour loss, pile distortion, poor previous repairs, or deterioration caused by age and normal use. Because different fibres react differently to moisture, heat, and detergents, the customer accepts that some marks may improve but not disappear entirely.

The company may carry out a preliminary inspection and may decline to treat certain stains or surfaces where the risk of damage is too high. If the customer insists on proceeding against advice, any resulting change to the surface condition is at the customer’s risk, to the extent permitted by law. If cleaning performance is limited by pre-existing contamination, pet accidents, dye transfer, or embedded residue from previous products, the customer acknowledges that such limitations are not a breach of contract.

3. Payments and Charges

Prices are generally quoted inclusive or exclusive of VAT depending on the company’s registration status and will be stated at the time of booking. Unless agreed otherwise, payment is due on completion of the service, immediately after the work has been carried out, by the methods accepted at that time. The company may require a deposit for larger bookings, repeat appointments, commercial work, or services reserved for high-demand periods. Deposits are used to secure time and equipment and may be non-refundable where stated in the quotation.

Where the final scope differs from the original booking, the price may be adjusted accordingly. Additional charges may apply for extra rooms, heavily soiled areas, urgent callouts, restricted access, or locations requiring unusual setup or parking arrangements. If a customer refuses to pay the agreed balance after completion, the company may suspend further work, withhold a follow-up visit, or pursue lawful recovery of the outstanding amount. The customer remains responsible for all reasonable costs incurred in connection with recovery of overdue sums, where permitted by law.

The company may revise its pricing structure from time to time. However, once a booking is confirmed, the quoted amount will normally remain valid for that booking unless the customer changes the service requirements or the information supplied turns out to be materially inaccurate. Any promotional discount, if offered, applies only in accordance with its stated conditions and cannot be combined with other offers unless expressly allowed.

4. Cancellations, Rescheduling, and No-Access Situations

The customer may cancel or request a new appointment time, but reasonable notice is required. If cancellation occurs too close to the service date, the company may retain a deposit or charge a cancellation fee where this reflects lost time, staff allocation, or travel arrangements already made. The exact charge may depend on how much notice is given and whether materials, equipment, or third-party costs have already been committed. Any non-refundable deposit will be treated as part of that adjustment.

If the company must cancel or reschedule due to illness, equipment failure, traffic disruption, severe weather, safety concerns, or circumstances beyond its reasonable control, the company will use reasonable efforts to arrange a new date. The company is not liable for inconvenience caused by such events, provided that it acts fairly and communicates the change as soon as practical. In the event that the customer is unavailable or access is not provided at the agreed time, a missed-appointment fee may be charged to cover wasted attendance costs.

Where a property is inaccessible, unsafe, or materially different from the description given at booking, the company may cancel on arrival and charge a reasonable fee for the visit. This includes situations where keys are unavailable, access codes do not work, parking restrictions prevent safe unloading, or the area to be cleaned is not ready for service. The customer is responsible for ensuring that the appointment can proceed without avoidable delay.

5. Liability and Limitations

The company will not exclude or limit liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud, or any other liability that cannot legally be restricted. Subject to that, the company’s total liability in connection with any single booking is limited to the amount paid for the service in question, except where a different limit is required by law. This limit applies to claims arising in contract, negligence, misrepresentation, or otherwise, to the extent permitted.

The company shall not be responsible for indirect or consequential losses, loss of profit, loss of enjoyment, loss of business opportunity, or damage arising from delays outside its control. The company is also not liable for items left on treated surfaces, hidden defects that become apparent after cleaning, or the failure of carpets or fabrics that were already weak, aged, or structurally compromised. Customers are encouraged to raise any concern promptly so that the matter can be assessed while the relevant area and conditions can still be reviewed.

Where the company is found to be at fault for avoidable damage directly caused by its negligence, the company may, at its discretion, attempt a reasonable remedy, arrange specialist assessment, or offer compensation up to the legal limit stated above. The customer agrees to allow the company a fair opportunity to inspect any alleged issue before any third-party repair or intervention is carried out, unless immediate action is required to prevent further loss.

6. Waste Regulations and Environmental Compliance

The company will handle waste generated during the service in a lawful and responsible manner. This includes extracted waste water, used cloths, disposable materials, packaging, and any other residue created during cleaning operations. Disposal procedures will follow applicable UK waste rules and local environmental requirements. Where waste must be removed from site, it will be taken to authorised facilities or dealt with through approved methods appropriate to the type of material concerned.

Carpet cleaning waste may include contaminated water, dirt, allergens, pet residues, cleaning solution remnants, and particulate matter. Such waste will not be discharged in a way that causes pollution, nuisance, or damage to drains, land, or property. The customer agrees not to request any disposal method that would breach environmental law or cause unsafe conditions. If the customer asks the company to deal with a non-standard waste issue, the company may refuse the request or apply additional charges where lawful and appropriate.

The customer is responsible for disclosing any hazardous materials, biohazards, needles, sharps, asbestos concerns, or other regulated substances present at the property. The company does not provide hazardous waste removal unless expressly agreed in advance and legally permitted. If such material is discovered during attendance, the company may suspend the service immediately and take any steps necessary to protect health and safety. Any costs arising from undisclosed hazardous conditions may be charged to the customer where allowed by law.

7. Force Majeure, Complaints, and General Provisions

Neither party will be liable for failure or delay in performance caused by events beyond reasonable control, including extreme weather, flood, fire, strikes, transport disruption, utility failure, or government restriction. If such an event affects the booking, the affected party should notify the other as soon as reasonably possible. The company may postpone or cancel the appointment and will act in a commercially reasonable manner to rearrange service where practical.

If the customer has a concern about the service, the matter should be raised promptly so that it can be reviewed in a fair and timely way. The company may request photographs, a description of the issue, and an opportunity to inspect the area before any resolution is offered. Any attempt to resolve a concern does not amount to an admission of liability. If a remedy is appropriate, it may take the form of a re-clean, partial adjustment, or other proportionate response.

These Terms and Conditions may be updated from time to time to reflect legal, operational, or service changes. The version in force at the time of booking will normally apply to that booking unless a newer version is required by law or expressly accepted by the customer. If any part of these terms is found to be invalid or unenforceable, the remaining provisions will continue to apply.

8. Governing Law

These terms, and any dispute or claim arising out of or in connection with them, are governed by the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction, except where the customer’s statutory rights require otherwise. If the customer is acting as a consumer, nothing in these terms affects mandatory protections under applicable UK consumer legislation. If any wording in these terms conflicts with such protections, the legal protection will prevail to the extent of that conflict.

The customer confirms that, by proceeding with a booking, they have read and understood these terms and agree that they form part of the contract for carpet cleaning services in the UK. Any failure by the company to enforce a right or provision on one occasion shall not be treated as a waiver of that right or provision on any other occasion. These terms are intended to be interpreted in a practical and commercially reasonable way, consistent with fair treatment of both parties.