Terms and Conditions for Edgware Carpet Cleaners
These Terms and Conditions set out the basis on which Edgware Carpet Cleaners provides domestic and commercial cleaning services in the UK. By making a booking, confirming an appointment, or allowing our operatives to begin work, the customer agrees to be bound by these terms. These provisions are designed to create a clear, fair, and practical agreement between the customer and the service provider. They apply to carpet cleaning and related soft furnishing cleaning services carried out by our team, subject to any specific written variation agreed in advance.
In these terms, references to “we,” “us,” “our,” or “the company” mean Edgware Carpet Cleaners. References to “you,” “your,” or “the customer” mean the person, business, landlord, tenant, managing agent, or authorised representative requesting the service. If the booking is made on behalf of another person, the person placing the booking confirms that they have authority to agree to these terms on that person’s behalf. These terms should be read carefully before any service is confirmed.
We reserve the right to update these terms from time to time to reflect changes in our business practices, operational requirements, or applicable law. The version in force at the time of booking will usually apply to the service requested, unless a later change is required by law or is expressly agreed in writing. Any variation must be confirmed by us in writing to be valid.
All bookings are subject to availability and to acceptance by us. A booking is normally made through an agreed communication method and is not final until we have confirmed the date, approximate time, and scope of the work. When a customer requests an Edgware carpet cleaning appointment, they should provide accurate information about the property, the number and type of items to be cleaned, access arrangements, and any known stains, odours, delicate materials, or special treatment requirements. We rely on the information provided when preparing the quotation or scheduling the appointment.
It is the customer’s responsibility to ensure that the service requested matches the condition and suitability of the items to be cleaned. For example, some fabrics, fibres, dyes, adhesives, backings, or pre-existing damages may limit the cleaning methods that can safely be used. If we believe that an item is unsuitable for the requested process, we may decline to proceed with that part of the work, revise the method, or recommend a reduced-service approach. Any quotation is based on the information available at the time and may be adjusted if the actual condition materially differs from the information supplied.
Customers must ensure that the property is ready for cleaning at the agreed time. This includes reasonable access to the premises, access to electricity and water where necessary, and the removal of fragile or valuable items that could be affected by cleaning work. We will use reasonable care while on site, but we are not responsible for delays caused by incomplete preparation, restricted access, parking issues, or unnotified hazards that prevent us from carrying out the service efficiently.
By requesting a service from Edgware Carpet Cleaners, the customer confirms that they are authorised to arrange the work and to approve any necessary cleaning methods. Where the premises are rented or managed, it remains the customer’s responsibility to check whether permission is required from a landlord, managing agent, insurer, or other third party. We do not accept responsibility for disputes between the customer and any such third party arising from the cleaning carried out, unless those disputes are caused by our direct breach of these terms or by our negligence.
Prices are generally quoted on the basis of the services requested and any assumptions made about the size, condition, and accessibility of the items or areas to be treated. Additional charges may apply if the work required is materially greater than expected, if extra stain treatment is requested, if upholstery or carpet items require specialist handling, or if waiting time is caused by the customer. We will normally inform the customer where additional charges are likely to arise before undertaking further work, but this may not always be possible if urgent action is required to protect an item or prevent damage.
All quotations are given in good faith and may be subject to revision if the information supplied is inaccurate or incomplete. In particular, heavily soiled items, pet contamination, excessive furniture moving, concealed staining, or unexpectedly difficult access may require extra time or materials. Any revised price will be explained as clearly as possible before work continues, and the customer may decide whether to proceed. If the customer chooses not to proceed after we have already attended site, a call-out fee or minimum charge may still apply.
Payment terms may vary depending on the size and type of job, but unless otherwise agreed, payment is due immediately on completion of the service. We accept payment by the methods we make available at the time of booking or on site. For business customers or larger projects, we may request a deposit, partial payment in advance, or payment before work starts. Where a deposit is taken, it may be non-refundable in accordance with the cancellation rules set out below, especially where we have reserved a specific time slot and turned away other work in reliance on the booking.
If payment is not made when due, we reserve the right to suspend any outstanding service, withhold any non-essential aftercare, or recover unpaid sums as a debt. Late payments may also incur reasonable administrative costs and statutory interest where permitted by law. If a card payment is reversed, a cheque is dishonoured, or an agreed transfer is not received, the customer must settle the outstanding balance promptly. The customer is responsible for any bank charges or recovery costs incurred as a result of failed or disputed payment not caused by our error.
Where payment is made by a company, agent, or other third party, that payer remains responsible for ensuring that funds are available and that the account details used are correct. Edgware Carpet Cleaners may refuse cashless or card payments if security checks fail, if there is a risk of fraud, or if local payment systems are unavailable. A receipt or invoice will normally be provided, but failure to issue a receipt does not affect the customer’s obligation to pay for services already supplied.
Cancellations and amendments should be made as early as possible. If the customer needs to change the date, time, or scope of the booking, we will try to accommodate the request, subject to availability. However, changes requested at short notice may not always be possible, and the original booking terms may still apply. We may need to reschedule if staff illness, equipment failure, severe weather, transport disruption, or other events beyond our reasonable control make it impractical to deliver the service as planned. In such cases, we will contact the customer to arrange an alternative appointment.
If the customer cancels a booking within a reasonable time before the appointment, any prepayment may be refunded minus any non-recoverable costs already incurred. Where cancellation occurs after we have reserved the slot, prepared specialist materials, or dispatched operatives, a cancellation fee may apply to cover loss of business and administrative expense. If the customer is absent, denies access, or is otherwise not ready for the service at the agreed time, we may treat this as a late cancellation and charge accordingly. Repeated short-notice cancellations may result in refusal of future bookings.
We may cancel or suspend a booking if the premises are unsafe, if required access is unavailable, if the customer’s instructions are inconsistent or unlawful, or if the customer behaves in an abusive, threatening, or seriously unreasonable manner. We may also refuse to continue if the actual condition of the items presents an unacceptable risk of damage or if the customer asks us to use a method we consider unsuitable. In such cases, any amounts already paid may be retained to the extent of work completed, travel already incurred, or other legitimate costs.
Our liability is limited to losses or damage caused by our negligence, breach of contract, or breach of legal duty. We will exercise reasonable care and skill when carrying out carpet cleaning services, but we cannot guarantee the removal of every stain, odour, mark, or contamination. Cleaning results depend on fabric type, age, wear, previous treatments, hidden damage, and prior exposure to spills or chemicals. Some stains may be permanent or may reappear after drying due to wicking, pre-existing residue, or underlying material conditions beyond our control.
We are not liable for loss or damage arising from inaccurate information provided by the customer, from failure to follow our reasonable instructions, or from pre-existing defects in carpets, upholstery, flooring, fixtures, or property contents. We are also not responsible for incidental household or business losses such as loss of profit, missed appointments, business interruption, or indirect consequences of a service delay, except where such exclusion is not permitted by law. Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be excluded.
Where we cause direct damage by proven negligence, our responsibility will ordinarily be limited to the reasonable cost of repair or replacement, taking into account the age, condition, and value of the affected item immediately before the incident. Customers must notify us of any alleged problem within a reasonable time and must allow us an opportunity to inspect the issue and, where appropriate, to remedy it. If a complaint is raised late, or if the item has been altered by a third party before inspection, our ability to assess the matter fairly may be affected.
Customers must ensure that items to be cleaned are suitable for wet or dry treatment, that fragile items are removed, and that any hidden hazards are disclosed before work begins. This includes, where relevant, electrical faults, structural instability, mould, sewage contamination, sharp objects, or pest-related contamination. If such hazards are discovered during the visit, we may stop work immediately and charge for the time already spent. We may also refuse to work on items that are excessively soiled by hazardous substances or that would put staff, property, or the public at risk.
Waste generated by our service, including used cloths, disposable consumables, packaging, waste water, and any contaminated materials removed during cleaning, will be handled in accordance with applicable UK waste regulations. Customers acknowledge that some items cannot be disposed of in ordinary domestic waste if they are contaminated or otherwise regulated. Where we are responsible for removing waste from the premises, we will do so lawfully and using appropriate disposal routes. The customer must not ask us to dispose of prohibited or hazardous waste unless we have expressly agreed to do so in advance and are lawfully able to handle it.
We expect customers to cooperate with reasonable waste segregation and disposal arrangements. If additional disposal measures are required because of the condition of the items, contamination, or site-specific requirements, extra charges may apply. We are not responsible for pre-existing waste management issues at the property, nor for waste disposal decisions made by the customer or another contractor outside our control. Any materials removed from the premises remain the customer’s property until disposed of in accordance with the agreed service and applicable law.
If the customer requests that we move furniture, lift items, or access confined spaces, this will be done only where reasonably safe and practicable. We may decline to move heavy, fragile, built-in, or electronically connected items, and we may ask the customer to do so beforehand. The customer remains responsible for securing valuables, data-bearing devices, and sensitive documents. We do not accept responsibility for items left on floors, under furniture, or in areas that should reasonably have been cleared prior to cleaning.
Any advice we give about drying times, aftercare, ventilation, or returning furniture to a cleaned area is provided in good faith based on typical conditions, but actual results may vary. The customer should follow any reasonable instructions issued by our operative to avoid re-soiling, staining, or damage. If the customer uses the cleaned area before it is fully dry, places non-breathable coverings on it too soon, or exposes it to heavy traffic prematurely, the final result may be affected and we will not be liable for those consequences.
These terms are governed by the laws of England and Wales. Any dispute arising from or connected with the service, these terms, or any non-contractual obligations relating to them shall be subject to the exclusive jurisdiction of the courts of England and Wales, unless mandatory law requires otherwise. If any provision of these terms is found to be unlawful or unenforceable, the remaining provisions will continue in full force. Failure by us to enforce any right under these terms does not mean that the right has been waived.
General Provisions
Nothing in these terms creates a partnership, joint venture, or employment relationship between the customer and the company. Any headings used are for convenience only and do not affect interpretation. These terms, together with the booking confirmation and any agreed written variation, form the entire agreement between the parties regarding the relevant service. Customers should keep a copy of the booking confirmation and these terms for their records.
If any issue arises, both parties should act reasonably and in good faith to resolve it promptly. The company may assign or subcontract aspects of the work where necessary to complete the service, provided appropriate standards are maintained. However, we remain responsible for the performance of subcontracted work to the extent required by law and by these terms. The customer may not transfer their rights or obligations under the agreement without our prior written consent.
