Welling Carpet Cleaners Service Terms and Conditions
These Terms and Conditions set out the basis on which Welling Carpet Cleaners provides carpet and upholstery cleaning services to domestic and commercial customers in the UK. By making a booking, confirming an appointment, or allowing our technicians to begin work, you agree to these terms. Please read them carefully before placing an order for any carpet cleaning service or related treatment. These terms are designed to keep the process clear, fair, and consistent for both parties, while reflecting standard UK consumer and service expectations.
Definitions. In these Terms, “we”, “us”, and “our” refer to Welling Carpet Cleaners. “You” and “your” refer to the customer placing the booking. “Services” means any cleaning work, inspection, quotation, stain treatment, sanitising, deodorising, rug cleaning, sofa cleaning, or related specialist service agreed in advance. “Property” means the premises where the services are performed. “Booking” means any request you make for us to attend and carry out work at a specified time.
Eligibility and authority to book. When you place a booking, you confirm that you are authorised to do so for the property concerned and that you have permission for our team to enter and carry out the agreed work. You must ensure the property is reasonably accessible, safe, and suitable for the services requested. If access is restricted, if parking cannot be arranged where needed, or if special instructions apply, you should tell us before the appointment is confirmed.
Booking process. Bookings may be made by telephone, email, online form, or any other method we may make available from time to time. A booking is only confirmed once we have accepted your request and provided a date, time, or time window, together with the relevant service details. Any price given before inspection is an estimate unless we have expressly stated otherwise. The final price may change if the condition of the items, access, size, level of soiling, or treatment required differs from the information initially supplied.
We reserve the right to decline or reschedule a booking where the requested service is outside our scope, where adequate information has not been supplied, where the property conditions are unsafe, or where the appointment would be impractical to complete to a professional standard. If we need further information before confirming, you agree to provide it promptly and accurately. Any agreed arrival time is an estimate, not a guarantee, as travel conditions, prior jobs, and unforeseen delays can affect scheduling.
Customer responsibilities before the appointment. You must remove fragile items, valuables, pets, and any obstacles that may interfere with the service. You should also ensure that water, electricity, and reasonable access to the areas to be cleaned are available unless agreed otherwise in advance. We are not responsible for delays caused by the absence of access, incorrect instructions, or failure to prepare the property. If we arrive and cannot proceed for reasons beyond our control, a call-out fee or wasted journey charge may apply.
Payment terms. Unless otherwise agreed in writing, payment is due on completion of the service and before departure from the property. We may request a deposit for larger bookings, repeat commercial work, or appointments requiring specialist materials. Accepted payment methods may include bank transfer, card payment, or cash where permitted. Any deposit paid will be offset against the final invoice unless a cancellation fee or other agreed charge applies.
All prices are quoted in pounds sterling and, where applicable, include VAT or state clearly whether VAT is excluded. We may adjust the final charge if additional work is requested during the appointment or if the actual condition of the items requires more time, specialist products, or extra labour than originally estimated. You will be informed of any significant increase before we proceed, where reasonably practicable. If you do not agree to an amended charge, we may stop work and invoice for the portion already completed.
Non-payment. If payment is not made when due, we may suspend further services, withhold completion documents if any are relevant, and take reasonable steps to recover the outstanding balance. You may be liable for any reasonable costs we incur in pursuing overdue amounts, including administrative and legal costs where permitted by law. Late payment may also affect your ability to make future bookings. Nothing in these Terms limits your statutory rights or our rights to recover money lawfully owed.
Cancellations and amendments. If you need to cancel or change a booking, you should notify us as soon as possible. For standard domestic appointments, cancellations made with sufficient notice may not incur a charge, but this depends on the notice period and whether materials or third-party costs have already been committed. Where a deposit has been taken, we may retain all or part of it to cover losses reasonably incurred as a result of the cancellation, provided this is fair and lawful.
Short-notice cancellations, repeated postponements, or failure to provide access at the agreed time may lead to a cancellation fee or wasted appointment charge. The amount charged will be based on our reasonable loss, time reserved, and any expenses already incurred. If we must cancel or rearrange because of illness, equipment failure, severe weather, or other events outside our control, we will contact you as soon as reasonably possible and offer an alternative appointment where practical.
Right to refuse or pause work. We may refuse to begin or continue work if the property conditions are unsafe, if the required preparation has not been completed, if the items appear to be at risk of damage, or if you or any third party behaves in a threatening, abusive, or unreasonable manner. In such cases, any charge already incurred may still be payable. We may also pause work if we discover pre-existing damage, hidden contamination, or a material risk that would make completion impractical or unsafe.
Liability and service standard. We will carry out the service with reasonable care and skill, using suitable products and methods for the surface or item concerned. However, carpet cleaning and related services may involve risks linked to fibre type, colour fastness, wear, pre-existing stains, previous treatments, backing condition, shrinkage, or manufacturer limitations. Results can vary depending on the age and condition of the material, and we do not guarantee complete removal of all stains, odours, or marks unless specifically agreed in writing.
We are not liable for damage caused by defects, weakness, or unsuitability of the item or surface being cleaned, where such issues were not reasonably apparent before work began. This includes hidden colour bleed, seam separation, pile distortion, shrinkage, warping, or deterioration caused by previous wear or improper installation. Where possible, we may test a small area before proceeding, but that does not eliminate all risk. You accept that some surfaces may react unpredictably to cleaning agents, heat, moisture, or agitation.
Limitation of liability. Nothing in these Terms excludes or limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot be excluded under UK law. Subject to that, our total liability for any claim arising out of or in connection with a service shall be limited to the total amount paid or payable for the relevant booking, except where a different limit is required by law. We are not liable for indirect, consequential, or economic losses such as loss of profit, loss of business, or loss of opportunity.
Waste regulations and disposal. In providing our services, we aim to handle waste and residues responsibly and in accordance with applicable UK waste rules, environmental obligations, and good commercial practice. Waste generated during cleaning may include dirty water, disposable cloths, packaging, used filters, removed debris, or contaminated materials. We will dispose of or manage such waste in a lawful and appropriate way, and we may use approved disposal routes where necessary.
You must not ask us to remove waste or materials that are hazardous, prohibited, or outside the scope of the booked service unless this has been agreed in advance and we are legally able to do so. If a job involves contamination, bodily fluids, mould, sharps, chemicals, asbestos-related concerns, or other regulated materials, you must tell us before the visit. We may decline such work where specialist handling, licensing, or separate compliance measures are required. Any additional costs connected with lawful disposal, specialist protective equipment, or site-specific controls may be charged to you if agreed in advance.
Environmental care. We may choose cleaning products and methods with a view to minimising unnecessary waste and reducing environmental impact, provided the chosen approach remains suitable for the job and safe for the material being treated. You agree to cooperate with any reasonable steps we take to comply with waste handling obligations, protect drains and surfaces, and avoid contamination. If you request the use of specific products, you are responsible for checking that they are suitable for the items to be cleaned and for any special environmental or building requirements at the property.
Customer property and belongings. While we take reasonable care, you remain responsible for securing or removing items that are fragile, valuable, or easily damaged. We are not responsible for loss or damage to goods left unattended unless caused by our proven negligence. Where furniture must be moved, we may decline to move heavy, unstable, or high-risk items unless this has been agreed beforehand. Any assistance we provide with moving items is done at your request and subject to the condition that the items are reasonably safe to handle.
Claims and reporting issues. If you believe something has been damaged or if you are dissatisfied with the service, you should notify us as soon as reasonably possible and, in any event, within a reasonable time after completion. You must give us a fair opportunity to inspect the issue, assess the circumstances, and, where appropriate, remedy the matter. Where a problem is capable of repair, re-cleaning, or partial correction, we may choose to carry out such work before any other resolution is considered. This does not affect any rights you may have under UK consumer law.
Force majeure. We are not responsible for delay or failure to perform our obligations where this is caused by events beyond our reasonable control, including severe weather, transport disruption, fire, flood, power failure, illness, industrial action, civil disturbance, or equipment shortages. If such an event occurs, we will make reasonable efforts to rearrange the service, but we will not be liable for losses arising from the delay or cancellation caused by the event. Any money already paid for work not performed will be refunded where required by law or agreed between the parties.
Subcontracting and staff. We may use suitably qualified employees, agents, or subcontractors to provide all or part of the services. Where we do so, they will be expected to follow standards consistent with these Terms and any relevant instructions. Any reference to our team includes such authorised personnel. You agree to treat our staff and representatives with respect and to provide a safe working environment. We may withdraw from a property if we reasonably believe our staff are being placed at risk.
Complaints procedure. We aim to resolve concerns promptly and fairly. If an issue arises, please raise it with us as soon as possible so we can investigate. You should preserve the area concerned, where practical, until we have had an opportunity to review it. If a complaint is upheld, the remedy may include re-cleaning, partial refund, or another solution that is reasonable in the circumstances. Our decision will be made in good faith, taking into account the facts, the service scope, and any applicable legal obligations.
Governing law and jurisdiction. These Terms and Conditions are governed by the laws of England and Wales. Any dispute, claim, or matter arising from or in connection with the services or these Terms shall be subject to the exclusive jurisdiction of the courts of England and Wales, except where consumer law provides otherwise. If any part of these Terms is found to be unlawful, invalid, or unenforceable, the remaining provisions will continue in full force and effect.