Terms and Conditions for Surbiton Carpet Cleaners

These Terms and Conditions set out the basis on which Surbiton Carpet Cleaners provides domestic and commercial carpet cleaning services, together with related upholstery, rug, stain treatment, and maintenance services. By placing a booking, confirming an estimate, or allowing work to begin, the customer agrees to be bound by these terms. These conditions are intended to make the service clear, fair, and professionally managed from the first enquiry to the completion of the work.

In these terms, references to “we”, “us”, and “our” mean Surbiton Carpet Cleaners, and references to “you” and “your” mean the customer or the person arranging the service. These terms apply to all carpet cleaning services supplied by us, unless a separate written agreement states otherwise. If any part of these terms is found to be invalid or unenforceable, the remaining provisions will continue to apply in full.

The wording in this page is designed for general legal use and does not remove any rights you may have under UK consumer law. Nothing in these terms is intended to exclude liability where it cannot lawfully be excluded. We ask customers to read the full document carefully before confirming a booking, as it includes important details on service scope, cancellation, payments, and limitation of liability.

Booking Process

A booking with Surbiton carpet cleaners may be requested by telephone, email, web form, or other agreed method. When you make an enquiry, any quotation or estimate we provide is usually based on the information supplied by you, including the type of flooring, approximate room sizes, condition of the carpet, access arrangements, and any known stains or special treatments required. Quotes are not binding until accepted and confirmed by us.

Once a quote is accepted, we will confirm the proposed date, approximate arrival window, and the service details. A booking is only secured when we have issued confirmation and, where required, received any deposit or pre-authorisation requested at the time of booking. We may refuse or withdraw a booking if we reasonably believe the job is unsuitable, unsafe, or outside our operational scope.

It is your responsibility to ensure that the information you provide is accurate and complete. If the condition of the carpet cleaning appointment differs materially from the information originally supplied, we may need to revise the price, alter the planned duration, or amend the cleaning method. Any such changes will be explained before work proceeds, and you will have the choice to continue or cancel if the revised terms are not acceptable.

Service Conditions and Customer Obligations

Before work begins, you must ensure that the relevant areas are reasonably accessible and safe. This includes removing fragile items, small furniture, valuables, loose electrical items, and any object that might obstruct cleaning or create a hazard. We may assist with light movement of furniture where this has been agreed in advance, but we are not obliged to move heavy, fixed, hazardous, or high-value items.

You should tell us in advance about any known damage, permanent staining, colour loss, weak seams, loose flooring, previous restoration work, or special care requirements. Some fibres and finishes may react unpredictably to cleaning products, moisture, agitation, or heat. While we use appropriate professional methods, we do not guarantee full stain removal, restoration of wear, or elimination of odours that are embedded deep within materials.

If pets, children, or vulnerable persons are present, you must take appropriate precautions to keep them away from wet, treated, or drying surfaces. You are also responsible for following any aftercare guidance we provide. This may include ventilation, restricted use of the area, or avoiding foot traffic for a suitable period. Failure to follow aftercare advice may affect results and may void any relevant complaint relating to the treated area.

Payments and Charges

Prices for carpet cleaning services are normally based on room count, measured area, material type, soil level, access difficulty, and any add-on treatments requested. If we provide a quotation, it will usually reflect the service described at that time. Any extra work requested on the day, or any unexpected condition requiring additional labour or products, may lead to an adjusted fee. We will always aim to inform you before additional charges are incurred.

Unless otherwise agreed in writing, payment is due immediately on completion of the job. We may accept cash, bank transfer, card payment, or other methods that we make available from time to time. In some cases, a deposit may be required to secure a booking, particularly for larger jobs, repeat appointments, or services scheduled at peak periods. Deposits are applied against the final invoice unless stated otherwise.

If you fail to make payment when due, we reserve the right to charge interest and recovery costs to the extent permitted by law. Any unpaid sums may also result in suspension of future bookings until the outstanding balance has been settled. We may withhold completion documentation or related records until payment has been received, provided that doing so is lawful and reasonable in the circumstances.

Cancellations, Rescheduling, and Missed Appointments

You may cancel or reschedule a booking by giving us reasonable notice. Where possible, we ask for at least 24 to 48 hours’ notice before the scheduled arrival time. If you cancel too late, or if access is prevented on arrival, we may charge a cancellation fee to cover lost time, allocated labour, and any travel or preparation already incurred. The amount of any fee will be reasonable and proportionate to our actual loss.

If we need to cancel or rearrange a job because of illness, equipment failure, unsafe conditions, weather disruption, or another event outside our control, we will notify you as soon as practicable and offer an alternative appointment. We will not be liable for any indirect loss caused by a rescheduled visit, provided we act in good faith and take reasonable steps to minimise inconvenience.

Where a booking is missed because you were not present, did not provide access, or were unable to proceed with the agreed service, the appointment may be treated as a late cancellation. In that event, any deposit paid may be retained against our reasonable loss. Repeated missed appointments may result in us declining future work. We aim to act fairly and will consider genuine emergencies on a case-by-case basis.

Liability and Limits of Responsibility

We will carry out all carpet cleaning and related services with reasonable care and skill, using methods we consider appropriate for the material and condition of the item being treated. However, cleaning results can vary depending on fibre type, age, wear, previous treatments, underlying contamination, and the presence of pre-existing damage. No service can guarantee a like-new appearance, permanent stain elimination, or prevention of future soiling.

To the fullest extent allowed by law, we are not responsible for loss or damage caused by circumstances beyond our reasonable control, including hidden defects, unstable flooring, faulty fittings, pre-existing deterioration, dye migration, water ingress, mould, structural issues, or incorrect information provided by the customer. We are also not liable for damage arising from failure to follow our instructions, including aftercare instructions, drying advice, or access restrictions.

If we are found liable for loss or damage arising directly from our negligence, our liability will be limited to the total amount paid, or payable, for the specific service giving rise to the claim, except where the law requires otherwise. Nothing in these terms limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be excluded under UK law. This limitation applies to Surbiton carpet cleaners and any employees or contractors acting on our behalf.

Waste Regulations, Materials, and Environmental Handling

As a professional carpet cleaning provider, we will handle wastewater, packaging, and waste materials in a lawful and responsible manner. We aim to comply with relevant UK environmental and waste management requirements, including those relating to controlled disposal, water discharge, and the handling of cleaning agents. Waste generated during the course of our work may include used cloths, debris removed during cleaning, packaging, and recovered residue from treated surfaces.

We will not knowingly dispose of waste in a way that breaches applicable regulations. Where wastewater or removed material must be taken away, we may decide the most appropriate method of handling or disposal in accordance with our operational procedures and the nature of the material. You agree not to ask us to dispose of any prohibited, hazardous, or unlawful substance through our standard service. If such material is encountered, we may stop work until a safe and lawful method of handling has been agreed.

You are responsible for telling us in advance if the property contains materials that require special care, such as asbestos, chemical contamination, bodily fluids, sharps, or other hazardous substances. We are not a specialist hazardous waste contractor unless expressly stated otherwise. If we discover a condition that presents a health, safety, or legal risk, we may suspend the service, leave the premises, and invoice for work already carried out where appropriate.

Complaints, Remedies, and Service Issues

If you are dissatisfied with the carpet cleaning service, you should notify us within a reasonable time after completion, and in any event as soon as the issue becomes apparent. We may ask for photographs, a description of the concern, and an opportunity to inspect the treated area. This allows us to understand the complaint and decide whether the issue relates to workmanship, a pre-existing condition, or a factor outside our control.

Where a complaint is justified, we may offer a re-clean, partial refund, or another reasonable remedy depending on the circumstances. Any remedy offered will be proportionate and may depend on access, the condition of the area, and whether aftercare instructions were followed. A complaint does not entitle you to withhold payment for unrelated parts of the service that were properly completed.

We will not consider claims based solely on subjective expectations where the service was performed competently and in line with the agreed specification. In particular, variations in shading, pile direction, previous wear patterns, and longstanding marks may remain visible after cleaning. We will act reasonably and in good faith when assessing any genuine concern raised by a customer.

General Provisions and Governing Law

These terms may be updated from time to time. The version in force on the date of your booking will normally apply to that booking unless a later version is agreed in writing. No delay or failure by us to enforce any provision shall be treated as a waiver of our rights. If any term is found unenforceable, the rest of the document will remain effective.

These Terms and Conditions, and any dispute or claim arising from them or in connection with the services provided by Surbiton Carpet Cleaners, shall be governed by and interpreted in accordance with the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction, except where consumer law provides otherwise. By confirming a booking, you acknowledge that you have read, understood, and agreed to these terms.

End of Terms and Conditions. These provisions are intended to support a transparent and professional service relationship, whether the work involves a standard carpet clean, a specialist stain treatment, or a broader carpet cleaning service agreement. We recommend retaining a copy for your records.