Terms and Conditions for Lambeth Carpet Cleaners
These Terms and Conditions set out the basis on which Lambeth Carpet Cleaners provides domestic and commercial carpet cleaning services, upholstery care, rug treatment, and related specialist cleaning work. By making a booking, confirming an appointment, or allowing a technician to begin work, the customer agrees to be bound by these terms. In these conditions, references to “we”, “us”, and “our” mean the service provider, and references to “you” and “your” mean the customer or person requesting the service. These terms are intended to be clear, fair, and consistent with applicable UK consumer law.
We aim to deliver a professional carpet cleaning service with reasonable care and skill, using suitable methods and products for the surfaces being cleaned. However, cleaning results can vary depending on carpet age, fibre type, previous treatment, staining, wear, and existing damage. No promise is made that every mark, stain, odour, or defect can be completely removed. Customers should read these terms carefully before proceeding with any carpet cleaning appointment or related service.
These terms apply alongside any written quotation, booking confirmation, or specific service notes agreed before the job starts. If any service-specific instructions are given at the time of booking, those instructions form part of the agreement so far as they do not conflict with these terms. In the event of inconsistency, the service-specific written agreement will apply only to the extent necessary to resolve that inconsistency.
Booking process begins when you provide service details, including the type of cleaning requested, the size or condition of the area, access information, and any special requirements such as stain treatment, pet-related cleaning, or delicate fibres. A booking is not confirmed until we have acknowledged the request and, where relevant, received the required deposit or prepayment. We may ask for photographs, measurements, or additional information to help assess the job accurately and to ensure the right equipment and products are allocated. The customer is responsible for supplying accurate information at the time of booking.
We reserve the right to decline a booking where access is unsafe, the property conditions are unsuitable, the required service falls outside our scope, or the customer requests work that would breach safety standards or legal requirements. Any quotation is based on the information provided at the time. If the actual condition of the carpet cleaning job differs materially from the information supplied, we may revise the price, amend the method, or withdraw from the job before starting work. In such cases, any deposit handling will be explained in line with the cancellation provisions below.
Appointments are offered subject to availability, and arrival times are estimates rather than guarantees unless a specific time has been expressly agreed in writing. Factors such as traffic, equipment failure, access issues, or previous jobs running longer than expected may affect the schedule. If we anticipate a significant delay, we will make reasonable efforts to notify you. Customers must ensure that someone over 18 is present or otherwise authorised to grant access and confirm the work, unless alternative arrangements have been agreed in advance.
Payments are due in the manner stated at the time of booking or upon completion of the service, depending on the arrangement agreed. We may request a deposit for larger jobs, repeat-booked commercial work, or appointments requiring reserved time and specialist materials. Unless stated otherwise, all prices are quoted in pounds sterling and may be subject to VAT where applicable. Quotes are based on the scope of work described and may change if additional rooms, treatments, or unexpected issues are identified during the visit.
The customer must pay the full amount due immediately on completion unless we have agreed an invoice arrangement in writing. We accept payment methods communicated at the time of booking. Where payment is not made on time, we may charge reasonable recovery costs and interest to the extent permitted by law. Any promotional price, discount, or package offer applies only according to its stated conditions and may be withdrawn or amended for future bookings. We are not obliged to honour a promotion where the booking does not meet the terms of the offer.
If a customer disputes a charge, they should raise the issue promptly and in good faith, providing relevant details. A dispute does not automatically permit non-payment of undisputed amounts. Where work has been completed in part, we may charge for the services already delivered, any products used, and any time reasonably spent on site. This approach is consistent with standard carpet cleaning terms and helps ensure fair treatment for both parties.
Cancellations and rescheduling must be made as early as possible. Because service slots are reserved specifically for the customer, late cancellations can result in a loss of work time and allocation of staff and equipment. If you need to cancel or change your appointment, please give notice as soon as practicable. Where a deposit has been paid, its refundability depends on how much notice is given, whether costs have already been incurred, and whether we can reasonably rebook the slot.
If you cancel with sufficient notice, we may refund the deposit in full or in part, less any unavoidable administrative or material costs already incurred. If you cancel very close to the appointment time, fail to provide access, or are not present when required, we may charge a cancellation fee or retain the deposit to cover our losses, subject always to applicable law. We will act reasonably and will not impose charges that are unfair or disproportionate. Rescheduling may be treated as a cancellation if the original slot cannot be reasonably reallocated.
We may cancel or postpone a booking where circumstances beyond our control make performance impractical or unsafe, including severe weather, staff illness, equipment failure, unsafe premises, or emergencies. If we cancel for reasons within our control, we will offer an alternative appointment or a refund of any amount paid for the affected service. This does not affect any rights you may have under law in relation to consumer contracts. Customers are encouraged to report any changes to access, parking, or building entry promptly so that attendance can proceed smoothly.
Customer responsibilities include preparing the area reasonably before work begins. This may involve moving small personal items, removing valuables, ensuring water and electricity are available where needed, and giving us safe access to the rooms or surfaces to be cleaned. We may move light furniture as part of the service if this has been agreed, but we are not required to move heavy, fragile, built-in, or potentially hazardous items. Customers should tell us in advance about hidden damage, loose flooring, fragile dye, or any other issue that may affect the cleaning process.
We will use reasonable skill and care, but the customer remains responsible for protecting sensitive belongings, securing pets, and removing items that may be damaged by cleaning, moisture, heat, or chemical exposure. Any pre-existing damage, permanent staining, colour loss, fibre weakness, shrinkage, or wear may limit what can be safely achieved. We are not responsible for outcomes caused by pre-existing conditions that were not reasonably visible or disclosed before the work started. Customers should review the area before the service begins and raise any concerns immediately.
Where specialist products or machinery are used, the customer must allow the required drying or ventilation time before using the area normally. Premature use can affect the finish, drying process, or appearance and may reduce the effectiveness of the work. We may provide aftercare instructions, and failure to follow those instructions could compromise the result. Such failure may also limit any claim relating to the quality of the service where the issue arises from misuse after completion.
Liability is limited to the extent permitted by law. Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot lawfully be excluded under UK law. Subject to those mandatory protections, we are not liable for indirect, consequential, or purely economic losses that were not reasonably foreseeable at the time the contract was made.
Any claim relating to damage or loss must be notified as soon as reasonably possible and, in any event, within a reasonable time after the service is completed or the issue becomes apparent. Where a valid claim is established, our responsibility will ordinarily be limited to the lower of the amount paid for the relevant service or the cost of reasonable repair or replacement of the affected item, unless a different remedy is required by law. We may inspect the item or area before agreeing any remedy, and we may request photographs or other evidence.
We shall not be liable for damage arising from hidden defects, unsuitable materials, pre-existing deterioration, poor installation, inadequate maintenance, or circumstances outside our control. This includes, for example, carpets that are already weakened, stained by substances that react unpredictably, or exposed to prior treatment that affects cleaning performance. We do not accept responsibility for loss or damage caused by the customer’s own instructions where those instructions were followed in good faith. Nothing in these service terms affects your statutory rights as a consumer.
Waste regulations and environmental compliance are taken seriously. We aim to handle wastewater, removed residues, packaging, and any waste generated during cleaning in accordance with applicable UK environmental and waste management laws. Wastewater from carpet and upholstery cleaning is not discharged irresponsibly, and any disposal methods used by us will be appropriate to the nature of the waste and the applicable legal requirements. We may use containment, filtration, or other responsible methods where needed to support compliant disposal.
Customers must not ask us to dispose of prohibited, hazardous, or regulated materials as part of a standard cleaning service unless this has been specifically agreed and lawfully arranged in advance. If we encounter substances that may be hazardous, contaminated, or outside normal cleaning waste, we may stop work and request guidance or additional arrangements. Any additional cost arising from special disposal requirements, contamination, or legal compliance measures may be charged to the customer where the issue was not disclosed before booking and the law allows it.
We may also refuse to continue work if we reasonably believe that proceeding would create an environmental risk, breach waste regulations, or expose our staff to unsafe conditions. Customers should ensure that the property and any items for cleaning are free from materials that require specialist handling unless this has been openly discussed in advance. Our commitment to responsible carpet and upholstery cleaning includes the proper handling of cleaning agents, used materials, and waste produced during the service.
Complaints and remedies should be raised promptly so that any concern can be investigated fairly. If you believe the service has not been carried out with reasonable care and skill, or that a specific issue remains unresolved, please notify us with a clear description of the problem and any supporting details. We may offer a re-clean, partial adjustment, or another reasonable remedy depending on the circumstances and the nature of the issue. Any remedy will be assessed in light of the original service scope, the actual condition of the item, and the information disclosed before work began.
These terms do not remove your rights under the Consumer Rights Act 2015 or any other applicable UK legislation. If a statutory remedy applies, we will comply with our legal obligations. However, where the concern is caused by factors beyond our control, including pre-existing damage, missed information, or post-service misuse, no remedy may be due. All requests must be handled in a civil and constructive manner so that issues can be resolved efficiently.
Governing law and jurisdiction: these terms and any dispute or claim arising from them are governed by the laws of England and Wales. The courts of England and Wales will have exclusive jurisdiction over any dispute arising out of or in connection with these terms, except where consumer law provides otherwise. If any part of these terms is found to be unlawful or unenforceable, the remaining provisions will continue in full force and effect. These conditions represent the entire agreement between the parties in relation to the services provided, unless varied in writing by mutual agreement.
