Acton Carpet Cleaners Terms and Conditions

These Terms and Conditions set out the basis on which Acton Carpet Cleaners provides domestic and commercial carpet cleaning services. By making a booking, the customer agrees to be bound by these terms. They are intended to create a clear, fair, and workable agreement for both parties, covering the booking process, payments, cancellations, liability, waste regulations, and governing law.

For the purposes of these terms, “we”, “us”, and “our” refer to Acton Carpet Cleaners, and “you” or “the customer” refers to the person, business, or organisation requesting the service. These terms apply to all carpet cleaning, upholstery cleaning, stain treatment, deodorising, and related services supplied by us, unless a separate written agreement states otherwise.

Please read this document carefully before confirming a booking. If you do not agree with any part of these terms, you should not proceed with the appointment. Booking a service indicates acceptance of these terms, including any reasonable limitations needed to reflect the practical nature of cleaning work and the condition of the items or premises being treated.

1. Booking Process

All bookings are subject to availability and are not confirmed until accepted by us. A request for service may be made by telephone, email, online form, or any other booking method we make available from time to time. We may ask for information needed to assess the job properly, including the type of carpet, approximate room sizes, access arrangements, special stains, previous treatments, and any risks that may affect the work.

Booking Information

When arranging a booking for Acton Carpet Cleaners, you must provide accurate and complete details. If the information given is incomplete or incorrect, we may need to revise the price, adjust the service scope, reschedule the appointment, or refuse the work if it cannot be carried out safely or effectively. We rely on the details supplied at booking and do not accept responsibility for issues arising from inaccurate information.

Once a booking is accepted, we will usually confirm the date, estimated arrival window, and agreed service type. Any quotation provided before inspection is based on the information available at the time and may be revised if the actual condition of the carpet or premises differs significantly from what was described. Additional work requested on the day will only be carried out if agreed by both parties.

We reserve the right to decline or cancel a booking if the property is unsafe, access is restricted, equipment cannot be used properly, or the requested service is outside our operational scope. In some cases, we may ask for photographs or further details before confirming the appointment. This helps us provide a more accurate estimate and reduce disruption on the day of service.

2. Payments and Charges

Our prices may be quoted as fixed fees, room-based charges, item-based charges, hourly rates, or a combination of these, depending on the service required. Any quote given will be valid for the period stated in the quotation or, if no period is stated, for a reasonable time only. We may alter pricing if the work changes, if there is a material difference between the described and actual condition, or if additional services are requested.

Unless agreed otherwise in writing, payment is due immediately on completion of the service. We may accept payment by cash, card, bank transfer, or another method specified at the time of booking. For business customers or larger projects, we may require part payment in advance or invoice terms agreed in writing. Any invoice must be paid by the due date stated on it.

Late payment may result in administration charges, suspended future bookings, or recovery action where appropriate. Any charges for failed payments, chargebacks without valid cause, or repeated payment delays may be passed on to the customer to the extent permitted by law. All prices are stated in pounds sterling unless otherwise agreed, and any applicable taxes will be shown or added as required.

3. Cancellations, Rescheduling, and Delays

You may cancel or reschedule a booking by giving reasonable notice. Because cleaning appointments involve reserved staff time, equipment preparation, and travel planning, short-notice cancellations may attract a fee. If you cancel after we have already travelled to the property or begun setting up equipment, you may be charged for the time and costs incurred up to that point.

If you are unable to provide access at the agreed time, or if no suitable person is present to authorise the work where required, we may treat the appointment as cancelled by you and charge a call-out or wasted journey fee. If we need to postpone due to weather, vehicle issues, equipment failure, staff illness, or other circumstances outside our control, we will make reasonable efforts to arrange a new appointment as soon as practicable.

We are not responsible for losses caused by delays that are outside our reasonable control, including traffic disruption, parking restrictions, building access problems, or emergency situations. Where possible, we will notify you of significant delays. If the delay is likely to make the service impractical on that day, either party may agree to reschedule without further charge.

4. Service Standards and Customer Responsibilities

We will use reasonable skill and care in providing carpet cleaning services and will aim to deliver the service in accordance with the description, quotation, and agreed schedule. The customer is responsible for ensuring that the area to be cleaned is reasonably accessible, that valuables are secured, and that any fragile items, electrical leads, or obstacles are removed or made safe before work begins.

You must tell us in advance about any known issues that may affect cleaning, including weak carpet fibres, colour loss, pre-existing damage, mould, damp, hidden stains, underfloor heating, or recently treated areas. We may refuse to clean certain materials or stains if we believe the process could cause damage, and we may recommend testing or alternative treatment where appropriate. Some marks may improve but not be fully removable.

It is your responsibility to ensure pets and children are kept away from treated areas until the carpet is dry and the area is safe for use. Drying times vary according to carpet type, ventilation, cleaning method, and weather conditions. We do not guarantee exact drying times and are not liable for inconvenience resulting from normal post-cleaning drying periods.

5. Liability and Limitations

We will take reasonable care when cleaning carpets and related items, but certain risks are inherent in cleaning work. Some materials may react unpredictably to water, detergent, heat, agitation, or stain removal products. Where the carpet is already worn, faded, damaged, or previously treated, even a careful cleaning process may highlight pre-existing flaws or cause further deterioration that could not reasonably have been avoided.

Our liability is limited to direct loss or damage caused by our negligence, breach of contract, or failure to perform the service with reasonable care and skill. To the fullest extent permitted by law, we are not responsible for indirect, consequential, or incidental losses, including loss of profit, loss of business, loss of use, or emotional distress. Nothing in these terms limits liability for death or personal injury caused by negligence, fraud, or any other liability that cannot legally be excluded.

If you believe we have caused damage, you must notify us as soon as reasonably possible and before the item is moved, reused, or repaired by a third party. We may ask to inspect the item or request photographs and relevant information. Any claim will be assessed fairly and in line with the condition of the carpet before work began, including normal wear and tear, prior damage, and reasonable expectations for cleaning results.

6. Waste Regulations and Disposal

We aim to operate in accordance with applicable UK waste and environmental requirements. During carpet cleaning, waste may include used water, extracted residues, packaging, disposable cloths, or minor debris removed from the cleaning process. We will manage such materials responsibly and in a manner consistent with the nature of the service and relevant legal obligations.

The customer must not request that we dispose of hazardous, contaminated, or regulated materials without prior written agreement. If cleaning uncovers substances that may be hazardous, such as chemical spills, bodily fluids, mould contamination, asbestos-related materials, or other regulated waste, we may suspend work and advise that specialist handling is required. Any disposal beyond ordinary service waste may involve additional charges and must comply with applicable law.

Where waste or residue is generated as part of the service, we may remove it from the premises if this is included in the agreed work. However, we are not a general waste collection or hazardous waste disposal company. We reserve the right to refuse disposal of any item or material that would place us in breach of legal or safety requirements. Customers remain responsible for declaring known hazards accurately.

7. Access, Parking, and Site Conditions

You must ensure reasonable access to the property and the areas requiring cleaning. This includes arranging any necessary entry permissions, lift access, security codes, or supervision where required. If access is delayed, restricted, or impossible at the agreed time, additional charges may apply to cover waiting time or a wasted visit. We are not liable for delays caused by inadequate access arrangements.

If parking charges, loading restrictions, congestion fees, or similar costs are incurred directly because of the appointment, we may pass these on to you where this is reasonable and consistent with the agreed arrangement. You should also make us aware of any conditions that may affect the safe use of equipment, such as fragile flooring, uneven surfaces, low power availability, or restricted ventilation.

We may refuse to use equipment or chemicals in circumstances that could create a safety risk or damage the property. This includes situations where the site is too cluttered, unsanitary, excessively damp, or otherwise unsuitable for cleaning work. In such cases, any decision to proceed is entirely at our discretion and may require a revised quotation or schedule.

8. Complaints and Remedies

If you are dissatisfied with any aspect of the service, you should notify us promptly so the matter can be reviewed while the relevant area remains accessible and unchanged. We may, at our discretion, offer a re-clean, adjustment, or other reasonable remedy if we believe this is appropriate and proportionate. The availability of any remedy will depend on the nature of the issue and whether the customer has complied with these terms.

We do not guarantee the removal of all stains, odours, or marks, particularly where they are permanent, deep-set, or caused by long-term wear. Carpet cleaning is a restorative maintenance service and not a replacement for new carpet. The outcome may vary depending on fibre type, previous cleaning history, age of the material, and the condition at the time of service.

Any request for a remedy must be made within a reasonable time after the service is completed. Where appropriate, we may ask for images, product details, or access to inspect the result before deciding on next steps. This process is intended to ensure that any concern is handled fairly and efficiently.

9. Governing Law

These Terms and Conditions are governed by and interpreted in accordance with the laws of England and Wales. Any dispute arising from or relating to the services, the booking, or these terms shall be subject to the exclusive jurisdiction of the courts of England and Wales, unless mandatory law provides otherwise. If any provision of these terms is found invalid or unenforceable, the remaining provisions will continue in full force.

Nothing in these terms affects your statutory rights as a consumer where applicable. If you are contracting as a business customer, you confirm that you have authority to enter into the agreement and that any special conditions agreed in writing will apply only to the extent expressly stated. These terms may be updated from time to time, but the version in force at the time of booking will normally apply to that service.

By booking Acton Carpet Cleaners, you confirm that you have read, understood, and accepted these Terms and Conditions. We may also rely on any additional written instructions or agreed amendments made before the service begins, provided they do not conflict with mandatory legal requirements. This document is intended to provide a clear framework for a professional and orderly service relationship.