Cudham Carpet Cleaners Service Terms and Conditions

These Terms and Conditions apply to all carpet cleaning, upholstery cleaning, rug care, stain treatment and related domestic or commercial cleaning services supplied by Cudham Carpet Cleaners (referred to in these terms as “we”, “us”, or “our”). By making a booking, confirming an appointment, allowing us to commence work, or accepting an estimate or quotation, you agree to be bound by these terms. Please read them carefully before placing any order for carpet cleaning services. These terms are intended to set out the basis on which we provide our services, how bookings are handled, how payments work, what happens if a cancellation occurs, and the limits of our liability.

These terms apply to all customers, whether the service is arranged online, by telephone, by email, or in person. They should be read together with any written quotation, service description, or job confirmation supplied by us. If there is any inconsistency between these terms and a written quotation or specific agreement, the written quotation or specific agreement will prevail only to the extent of that inconsistency. Any reference to “you” means the customer, occupier, business, landlord, letting agent, or person authorised to arrange the service on behalf of the property owner.

We reserve the right to update these terms from time to time. The version in force at the time of your booking will apply to that booking unless a change is required by law. Continuing to use our services after an update will be treated as acceptance of the revised terms. Nothing in these terms affects your statutory rights as a consumer.

Booking Process

All bookings are subject to availability and to the suitability of the site for the service requested. A booking request does not create a binding contract until we have accepted it and issued a confirmation, whether verbally or in writing. When you request a service from Cudham Carpet Cleaners, you must provide accurate and complete information about the property, access, parking, surface types, occupancy, previous treatments, visible damage, and any known cleaning risks. If information supplied is incomplete or inaccurate, we may need to revise the quote, alter the scope of work, or decline the job on arrival.

We aim to give a fair estimate based on the information available. However, final pricing may change if the actual condition, size, contamination level, furniture arrangement, or time required differs from what was described at the time of booking. Any revised charge will be explained before work continues wherever reasonably possible. If you ask us to clean items or areas not included in the original request, those additions may be treated as extra services and charged separately.

It is your responsibility to ensure that the premises are accessible at the agreed time and that any relevant permissions have been obtained. This includes permission from landlords, managing agents, residents, or any other third party where required. You must also ensure that electricity and water supplies are available and that the work area is reasonably prepared for service delivery. We may refuse to begin, pause, or cancel the booking if access is unsafe, the premises are not ready, or the job cannot be completed without unreasonable risk. In such cases, a call-out charge or cancellation fee may apply.

We may use subcontractors, specialists, or technicians to deliver all or part of the service. Any subcontracted work will still be subject to these terms. Where an appointment time is provided, it should be regarded as an estimated arrival window rather than a guaranteed exact time, unless we expressly agree otherwise. Delays may occur due to traffic, weather, equipment issues, or earlier appointments overrunning. We will make reasonable efforts to keep you informed if a delay occurs.

Payments

Unless agreed otherwise in writing, payment becomes due upon completion of the service on the same day. We may require a deposit, part-payment, or advance payment for larger jobs, repeat commercial work, or services involving special equipment or materials. Accepted payment methods may include bank transfer, card payment, cash, or other methods advised at the time of booking. All prices are stated in pounds sterling unless otherwise specified.

If a quotation is provided, it may be based on assumptions about the condition of the items to be cleaned, access, and the extent of work required. Quoted prices are not fixed if the job changes materially once work begins. Additional charges may apply for exceptionally heavy soiling, pet contamination, chemical treatment, furniture moving beyond normal expectations, off-site cleaning, or urgent appointments requested at short notice. Any such additional charge will be explained before it is applied, unless it is impossible to do so because of an urgent change in circumstances that is necessary to protect the property or complete the service safely.

Late payments may incur reasonable administrative charges, recovery costs, or interest to the extent permitted by law. If a payment is reversed, disputed without proper reason, or remains unpaid after completion, we reserve the right to suspend further services, recover the debt, and pass on any bank or collection fees incurred as a result. Title to any goods supplied by us, where applicable, will not pass until full payment has been received.

Cancellations and Rescheduling

You may cancel or reschedule a booking by giving us reasonable notice. Unless a different cancellation policy is stated in your quotation or booking confirmation, the following general rules apply: cancellations made with sufficient notice may not incur a charge; cancellations made very close to the appointment may attract a fee; and where we attend the property and are unable to proceed because of lack of access, unsafe conditions, or customer absence, the full or partial appointment fee may still be payable. Any deposit paid may be retained to cover reserved time, administration, and lost availability where permitted by law.

If you need to reschedule, we will try to offer a new date, subject to availability. Repeated changes may lead us to treat the booking as cancelled. We may cancel or postpone a booking ourselves where circumstances beyond our reasonable control prevent us from performing the service, including severe weather, emergency maintenance, illness, equipment failure, or power/water supply issues. In those circumstances, we will contact you as soon as reasonably practical and offer either a rearranged appointment or a refund of any unused prepayment for the affected service, subject to our legal obligations.

Customer Responsibilities

You must remove or secure valuable, fragile, confidential, or hazardous items before we begin work unless we have expressly agreed in writing to move or handle them. We accept no responsibility for loss or damage to items left in work areas that are not reasonably identified as needing special care, unless that loss or damage is caused by our negligence. You should also inform us in advance of any known stains, previous cleaning attempts, weak fibres, dye instability, underlay issues, water damage, mould, or pre-existing wear, as these factors may affect the outcome of the cleaning process.

You agree to provide a safe working environment. This includes informing us of any health and safety concerns, alarm systems, restricted access points, pets, or vulnerable occupants. If we consider that any area is unsafe or unsuitable, we may refuse to proceed until the issue is resolved. We may also ask that children and pets remain clear of the work area during treatment and drying periods.

Liability

We will perform our services with reasonable care and skill and in accordance with applicable professional standards. If we fail to do so, we will, where appropriate, re-perform the relevant service or offer a reasonable reduction in price. Our total liability arising from any single booking, whether in contract, tort, negligence, breach of statutory duty, or otherwise, shall be limited to the total amount paid or payable for the specific service giving rise to the claim, except where a different limit is required by law.

We do not exclude or limit liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation, or any other liability that cannot legally be excluded. Subject to that, we are not liable for indirect, incidental, or consequential losses, including loss of profit, loss of business, loss of enjoyment, or loss of use. Carpet and upholstery cleaning can involve water, heat, detergents, agitation, and extraction. Although we use appropriate methods and products, some materials may react unpredictably. We do not guarantee the removal of every stain, odour, mark, or infection source, particularly where damage is permanent, old, or previously treated.

Colour change, shrinkage, pile distortion, texture alteration, fibre movement, seam opening, or browning may occur in some circumstances, especially where items are old, poorly maintained, or previously exposed to moisture or chemicals. We are not responsible for damage caused by hidden defects, unsuitable materials, pre-existing deterioration, or information you failed to disclose. Any remedy will be determined by the circumstances, evidence available, and any insurance or legal rights that apply.

Waste Regulations and Environmental Handling

We operate in accordance with applicable UK waste and environmental laws. Wastewater, contaminated residues, used cleaning materials, and removed debris will be handled responsibly and disposed of only in a lawful manner. We will not discharge waste into drains, soil, or any other location in a way that would breach environmental requirements. Where specialist disposal is needed because of contamination, mould, pests, bodily fluids, or other hazardous material, additional charges may apply and the work may require separate arrangements.

You must tell us in advance if the property contains hazardous waste, sharps, biohazards, asbestos, chemical residues, or any other regulated materials. We are not licensed to remove or manage waste outside the scope of ordinary cleaning unless expressly agreed and legally permitted. If we discover regulated waste during a job, we may stop work immediately and leave the area safe if reasonably possible. Any costs arising from undisclosed hazardous waste or unlawful disposal requirements may be charged to you where permitted by law.

Intellectual Property, Data, and General Terms

Any materials we supply, including quotations, cleaning recommendations, checklists, photographs, reports, and written notes, remain our intellectual property unless otherwise agreed. You may use them only for the purpose of the relevant booking. If we process personal data during the booking or service, we will do so in accordance with applicable data protection law and our lawful business purposes, such as scheduling, invoicing, service records, and dispute handling. We will keep information only for as long as reasonably necessary and legally required.

Nothing in these terms creates a partnership, joint venture, agency, or employment relationship between you and us. If any provision is found to be invalid or unenforceable, the remaining provisions will continue in full force. Our failure to enforce any right or provision shall not be treated as a waiver of that right or provision. These terms form the entire agreement between you and us regarding the relevant service, except for any separate written terms that we expressly agree with you in relation to a particular job.

We may assign or transfer our rights and obligations under these terms to another business where reasonably necessary for the provision of services or business administration. You may not assign your rights or obligations without our prior written consent. Any notices given under these terms should be in writing, and a notice will be treated as received when it would reasonably be expected to arrive, not when it is merely sent.

Governing Law

These terms and any dispute or claim arising from them, including non-contractual disputes or claims, shall be governed by and interpreted in accordance with the laws of England and Wales. The courts of England and Wales will have exclusive jurisdiction, except where consumer law or mandatory legal rules provide otherwise. If you are entering into the contract as a consumer, you may also have rights and protections under applicable consumer legislation that remain unaffected by these terms.

By proceeding with a booking for Cudham Carpet Cleaners, you acknowledge that you have read, understood, and agreed to these Terms and Conditions. If you are unsure about any aspect of the service, charges, or your responsibilities, you should raise your questions before the appointment is confirmed. Our aim is to provide a professional carpet cleaning service that is clear, fair, and compliant with the law while protecting both parties and supporting a smooth working relationship.

These terms are designed to support transparent service delivery, reasonable customer expectations, and safe working practices. They apply to standard cleaning work as well as related add-on services unless a specific written agreement states otherwise. In all cases, we retain the right to refuse or discontinue a service where continuing would be unsafe, unlawful, or unreasonable. Thank you for choosing Cudham Carpet Cleaners.