Twickenham Carpet Cleaners Service Terms and Conditions
These Terms and Conditions set out the basis on which Twickenham Carpet Cleaners provides domestic and commercial carpet cleaning and related soft-floor cleaning services within the United Kingdom. By making a booking, the customer agrees to be bound by these terms, which are intended to be fair, transparent, and consistent with UK consumer law. In these terms, references to “we”, “us”, and “our” mean Twickenham Carpet Cleaners, and references to “you” and “your” mean the customer, client, occupier, or authorised representative placing the booking.
These service terms apply to all carpet cleaning appointments, including standard carpet cleaning, stain treatment, odour treatment, upholstery cleaning where included in the booking, and any supplementary cleaning agreed in writing before the appointment. They should be read carefully before confirming a booking. If any part of these terms is unclear, the customer is responsible for seeking clarification before the service begins. Where a written quote, confirmation email, or service note contains specific instructions, those details will form part of the agreement to the extent they do not conflict with these terms.
For the avoidance of doubt, these terms are drafted as a general legal page and are not a promotional statement, a guide, or an invitation to seek service outcomes beyond what has been agreed. We aim to provide a professional carpet cleaning service carried out with reasonable care and skill, using methods suited to the fabric, condition, and age of the items being cleaned. However, results may vary depending on wear, fibre type, prior treatment, staining, and environmental conditions.
1. Booking Process
A booking is created when the customer requests an appointment and we confirm acceptance of that request. Confirmation may be provided verbally or in writing, including by email or message. A confirmed booking will normally include the date, approximate arrival window, nature of the carpet cleaning service, any agreed extras, and the estimated or fixed price where available. The customer must ensure that all information provided at the time of booking is accurate and complete, including access requirements, parking restrictions, the condition of the property, and any known issues affecting the service.
We reserve the right to refuse or cancel a booking before attendance where the requested service is unsuitable, unsafe, or outside our operational scope. This may include, without limitation, carpets that are excessively damaged, contaminated with hazardous materials, or unsuitable for wet extraction cleaning. If we identify that a different method is advisable, we may recommend an alternative approach, but the customer remains responsible for deciding whether to proceed. Any estimate is based on the information supplied and may be revised if the actual conditions differ materially from those described at the time of booking.
The customer must make reasonable arrangements to provide access to the premises and to the areas requiring cleaning. This includes ensuring that someone is present where required, that furniture movement is discussed in advance, and that pets, fragile items, and valuables are secured. We may postpone or decline the service if safe access is not available, if the area is not ready for cleaning, or if the work would place our equipment, staff, or property at risk. Delays caused by incomplete information or restricted access may result in additional charges or a revised appointment time.
2. Prices and Payments
Unless otherwise agreed, prices are quoted in pounds sterling and may be stated as fixed fees, minimum charges, room-based rates, area-based rates, or hourly rates depending on the nature of the service. Any quote is based on the information available at the time and may be adjusted where the actual scope of work changes. Additional charges may apply for specialist stain treatment, heavy soiling, difficult access, excess travel time where agreed, parking fees where unavoidable, or services requested on the day that were not included in the original booking.
Payment terms will be confirmed before or at the time of service. In most cases, payment is due on completion of the carpet cleaning unless a different arrangement has been agreed in writing in advance. We may accept card payment, bank transfer, or other agreed methods, but we are not obliged to accept cash or any particular payment type. If a deposit or part-payment has been requested, the booking may not be secured until that amount has been received and cleared. Any invoice must be paid in full by the stated due date, and late payment may result in administrative charges or recovery action permitted by law.
Where a quote is provided as an estimate, the final price may reflect the actual amount of work completed. If the customer requests extra rooms, additional stain work, or treatment of further items during the visit, these may be charged separately. We will always aim to explain any change in price before proceeding where reasonably practicable. Discounts, promotions, or special offers, if advertised at any time, will only apply according to their stated conditions and may not be combined unless expressly permitted.
3. Cancellations, Rescheduling, and Non-Attendance
Customers may cancel or reschedule an appointment by giving reasonable notice. Where possible, we ask that notice is provided at least 24 hours before the planned arrival time. If a cancellation is made after we have already allocated staff, equipment, or transport to the booking, we may charge a late cancellation fee to cover reasonable costs incurred. The amount of any such fee will be proportionate and limited to what is reasonably necessary to reflect our losses and preparation costs.
If we arrive at the property and are unable to complete the carpet cleaners service because access is unavailable, the customer is not present where required, or the premises are not ready, we may treat this as a late cancellation or failed appointment and charge an attendance fee. We are not responsible for delays caused by circumstances beyond our control, including traffic disruption, severe weather, or emergency situations. If such events make attendance impossible or impractical, we will contact the customer as soon as reasonably possible to rearrange the appointment.
We may also cancel or reschedule where we believe continuing would be unsafe, unlawful, or likely to cause damage. In such cases, we will usually offer an alternative date or a reasonable explanation. Any advance payment relating to a cancelled appointment will be handled in line with the circumstances of the cancellation and applicable consumer law. Nothing in these terms affects statutory rights relating to services not provided with reasonable care and skill or not matching the agreed description.
4. Service Standards and Customer Responsibilities
We will carry out the carpet cleaning service with reasonable care and skill, using suitable equipment and cleaning products chosen by our operatives. Our technicians may inspect the carpet or fabric before work begins and may decline to treat certain areas if they believe the risk of damage is too high. Some stains, odours, or wear patterns may be permanent or may improve only partially, even where the cleaning has been performed correctly. Pre-existing conditions such as colour loss, fibre distortion, fading, shrinkage, or prior chemical treatment may limit the result.
The customer is responsible for disclosing any known issues that may affect the service, including underfloor heating, weak seams, recent repairs, delicate fibres, or previous water damage. The customer should remove small personal items, loose valuables, and breakables from the work area before we arrive. Unless otherwise agreed, moving large or heavy furniture is not included as standard. Where furniture is moved at the customer’s request, it is done at the customer’s risk, except where loss or damage is caused by our negligence.
The customer must also ensure that the property can be ventilated after wet cleaning where needed. Drying times vary depending on airflow, carpet type, room temperature, and the level of cleaning required. We may use air movers or recommend keeping the area ventilated, but we cannot guarantee a specific drying period. The customer should avoid walking on treated areas until they are sufficiently dry, and should follow any aftercare instructions given at the end of the appointment.
5. Liability, Damage, and Limitations
We accept liability for direct loss or damage caused by our proven negligence, subject to the exclusions and limits set out in these terms and to the extent permitted by law. We do not exclude or limit liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be limited under UK law. However, we are not liable for damage arising from pre-existing faults, hidden defects, unsuitable materials, defective installation, or failure by the customer to disclose relevant information.
We will not be responsible for indirect or consequential losses, including loss of profit, loss of business, loss of opportunity, or inconvenience, except where such exclusion is not permitted by law. If damage is alleged, the customer must notify us promptly and provide reasonable access to inspect the issue before any repair or remedial work is undertaken by a third party. We may ask for photographs, descriptions, or other information to investigate the matter fairly. Any remedial action will be assessed on a case-by-case basis, and our liability will not exceed the amount paid for the specific service giving rise to the claim unless otherwise required by law.
Natural variation in cleaning outcomes does not amount to damage. In particular, isolated marks, shading differences, residual staining, or wear that becomes visible after cleaning may occur even where the service is carried out properly. Where the customer has requested treatment of a fragile or high-risk item, the service will only proceed after the customer has accepted the associated risks. Any claim must be brought within a reasonable time and, where possible, no later than 28 days after the service date, without prejudice to any statutory limitation period that applies under UK law.
6. Waste Handling and Environmental Compliance
We are committed to handling waste and wastewater in a lawful and responsible manner. During carpet cleaning, waste may include extracted dirty water, used disposable materials, residues from cleaning solutions, and any non-hazardous debris removed from the treated area. We will dispose of such waste in accordance with applicable waste regulations and environmental requirements. The customer must not request that we dispose of hazardous, clinical, or prohibited substances unless this has been expressly agreed and lawfully permitted.
Where wastewater or residue must be removed from the property, we may use appropriate containment and disposal methods designed to reduce environmental impact. The customer is responsible for informing us of any site restrictions, local management rules, or drainage limitations that may affect disposal. We do not knowingly pour substances into drains or locations where doing so would breach environmental law. If we are required to pause work because the site presents a waste-handling issue, we may charge for time already spent and for any reasonable costs incurred.
Any materials left behind after the service, including packaging, unused consumables, or removed debris, may be retained, removed, or disposed of at our discretion where lawful and appropriate. The customer should not expect us to remove household waste unrelated to the carpet cleaning service unless this has been agreed beforehand. We reserve the right to refuse any task that would place us in breach of environmental, safety, or waste disposal obligations.
7. Governing Law and General Provisions
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 non-exclusive jurisdiction over any dispute, although this does not remove any consumer rights to bring claims in other competent jurisdictions where applicable. If any provision of these terms is found to be invalid or unenforceable, the remaining provisions will continue in full force to the extent permitted by law.
We may update these terms from time to time to reflect changes in law, business practice, or service structure. The version in force at the time of booking will apply to that appointment unless a newer version has been expressly accepted by both parties. No variation of these terms will be effective unless agreed by us in writing. A failure by us to enforce any provision at any time does not waive our right to enforce it later. These terms constitute the entire agreement between the parties regarding the relevant service unless supplemented by a written quote, invoice, or confirmation stating otherwise.
By booking Twickenham Carpet Cleaners, the customer confirms that they have read, understood, and accepted these Terms and Conditions. The purpose of this agreement is to provide a clear framework for professional carpet cleaning services, fair payment practices, responsible cancellations, proportionate liability, lawful waste handling, and certainty regarding legal jurisdiction. If a conflict arises between a quoted service note and these terms, the more specific written agreement will apply to the extent necessary and lawful.
