Chelsfield Carpet Cleaners – Service Terms and Conditions

These Terms and Conditions set out the basis on which Chelsfield Carpet Cleaners provides domestic and commercial carpet and upholstery cleaning services in the UK. By making a booking, the customer agrees to be bound by these terms. They are designed to create a clear, fair and practical framework for both parties, covering how bookings are made, how payments are handled, when cancellations may apply, the limits of liability, the handling of waste and residues, and the legal rules that govern the agreement.

The carpet cleaning service may include pre-inspection, stain treatment, hot water extraction, low-moisture cleaning, upholstery care, deodorising, and other agreed cleaning methods. The exact service provided will depend on the condition of the items, the materials involved, site access, and the cleaning method that is most suitable at the time of attendance. The customer should read these terms carefully before confirming any appointment.

These terms apply to all bookings made with Chelsfield Carpet Cleaners, whether the order is placed by phone, email, online form, messaging service, or any other accepted booking channel. Any statement made by a staff member or operative will only form part of the agreement if it is confirmed in writing or clearly incorporated into the booking. If any part of these terms is found to be invalid or unenforceable, the remaining provisions will continue in full force.

1. Booking Process

1.1 Making a Booking

A booking is only confirmed once the customer has supplied the requested details and the company has accepted the appointment. When arranging a carpet cleaning appointment, the customer must provide accurate information about the property, the rooms or items to be cleaned, the type of flooring or fabric, any known stains or damage, parking or access limitations, and any other material facts that could affect the service. The company may rely on that information when allocating time, personnel, and equipment.

The customer should ensure that all relevant decision-makers are available to approve the work where necessary. If the service requires access to communal areas, keys, permits, security codes, or landlord approval, these must be arranged by the customer in advance. Failure to do so may result in delays, additional charges, or cancellation at the company’s discretion. Any quoted time slot is an estimate unless a fixed appointment is expressly stated.

The company reserves the right to refuse or cancel a booking where the property conditions, the nature of the requested cleaning, or the customer’s conduct makes it unsafe, impractical, or commercially unreasonable to proceed. The customer acknowledges that some materials may require specialist treatment and that not all marks, odours, or contamination can be fully removed. The company may decline to undertake work that could damage the item or create an unacceptable risk.

2. Service Conditions and Customer Responsibilities

2.1 Pre-Service Preparation

Before the cleaner arrives, the customer must remove small personal items, fragile objects, valuables, and any obstacles that could hinder access. Unless otherwise agreed, the customer is responsible for lifting and moving furniture, disconnecting appliances, and ensuring there is a safe working area. The company may assist with light furniture movement at its discretion, but it is not obliged to move heavy, fixed, or hazardous items.

The customer must also disclose any existing damage, loose fittings, fragile trims, colour loss, water sensitivity, or prior cleaning attempts that may have affected the carpet or upholstery. The company will take reasonable care, but it cannot be responsible for pre-existing defects becoming more visible after cleaning. Certain stains may be permanent, and some fabrics may react unpredictably to cleaning solutions or moisture. Where the customer requests treatment of known problem areas, that request is made at the customer’s risk.

Chelsfield Carpet Cleaners may carry out a basic assessment upon arrival and may adjust the method, products, or sequence of work to suit the item’s condition. If the cleaner determines that the original request is unsuitable, the company may stop or modify the service and, where applicable, charge for time spent and materials used. The customer agrees that reasonable professional judgement may be applied throughout the appointment.

3. Prices and Payment

3.1 Quotation and Charges

Prices may be provided as a fixed fee, an hourly rate, a per-room rate, a per-item rate, or a combination of these methods. Any quotation is based on the information supplied at the time of booking and may be revised if the actual condition, access, or scope of work differs from what was described. Additional charges may apply for heavily soiled items, specialist stain treatment, difficult access, parking costs, urgent bookings, or extra services requested on site.

Unless stated otherwise, payment is due immediately upon completion of the work. The company may accept card payments, bank transfer, cash, or other agreed methods. For business clients, the company may agree separate credit terms in writing, but such terms do not apply unless expressly confirmed. Failure to pay on time may result in late payment charges, recovery costs, and suspension of future services, to the extent permitted by law.

Any deposit paid to secure a booking may be non-refundable where the company has reserved time and resources for the appointment, unless the customer cancels within any applicable cooling-off period or the company agrees otherwise in writing. Receipts or invoices will be issued where appropriate. The customer must raise any billing query promptly after receiving the invoice or payment request.

4. Cancellations, Rearrangements and Missed Appointments

4.1 Customer Cancellations

The customer may cancel or rearrange a carpet cleaning service, but notice should be provided as early as possible. If the cancellation is made less than 24 hours before the scheduled appointment, the company may charge a cancellation fee to reflect lost time, travel preparation, and staff allocation. Where a deposit has been taken, it may be retained in full or in part if the company has already incurred costs.

If the customer is not present at the agreed time, cannot provide access, or fails to meet any essential preparation requirements, the appointment may be treated as a missed visit and may be chargeable. The company may wait a reasonable period before leaving the premises, but it is not obliged to do so for an extended time if doing so would disrupt other bookings. Any repeated short-notice cancellations or access failures may lead to refusal of future bookings.

The company may cancel or reschedule a booking due to staff illness, vehicle problems, unsafe conditions, severe weather, equipment failure, or other circumstances beyond its reasonable control. Where this happens, the company will aim to offer an alternative date. The company will not be liable for indirect losses arising from a cancellation or postponement, provided it has acted reasonably and in good faith.

5. Liability and Limitations

5.1 Standard of Care

The company will carry out the work with reasonable skill and care in line with normal professional standards. However, the customer acknowledges that cleaning is not a restoration service and cannot guarantee complete removal of every stain, odour, mark, or trace of contamination. Results may vary depending on fibre type, age of staining, previous cleaning attempts, environmental conditions, and wear. Any estimate of expected results is an opinion only and not a guarantee.

The company will not be liable for damage caused by pre-existing weakness, hidden defects, unsuitable materials, shrinkage due to poor manufacturing, colour loss, mould, pre-damaged seams, or items that are not fit for wet cleaning. The company is also not liable for issues caused by the customer’s failure to disclose relevant information or by the presence of prohibited substances, infestations, or dangerous materials. If the cleaner identifies a risk, the cleaner may stop work and advise that specialist treatment is needed.

Nothing in these terms limits or excludes liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot legally be limited or excluded under UK law. Subject to that, the company’s total liability in connection with any single booking shall be limited to the amount paid or payable for the relevant service, except where a different limit is required by law. The company will not be responsible for loss of profit, business interruption, loss of opportunity, or any consequential loss.

6. Waste, Residues and Environmental Compliance

6.1 Handling Wastewater and Cleaning Residues

The customer agrees that the company may generate wastewater, extracted soil, used cloths, filters, packaging, and other residues during the performance of the service. The company will dispose of or manage these materials in accordance with applicable waste and environmental requirements. Where practical, the company may recover wastewater using on-board equipment and dispose of it responsibly. The customer must not request disposal methods that would breach law, local rules, or site restrictions.

Any waste removed from the property during the service remains the responsibility of the customer unless the company has expressly agreed to take it away. The customer must not place hazardous, contaminated, or regulated materials among ordinary cleaning waste without prior disclosure. If the company discovers materials that require special handling, it may stop work until safe and lawful arrangements are made. Any additional cost arising from hazardous waste or specialist disposal may be charged to the customer.

The company may use cleaning agents, pre-sprays, deodorisers, and protectants that are suitable for the intended purpose and that comply with relevant product and safety requirements. The customer should inform the company of allergies, sensitivities, pets, or environmental concerns before the appointment. While reasonable care is taken to minimise water and chemical usage, some processes may leave residual moisture or scent temporarily after treatment.

7. Complaints, Access and General Terms

7.1 Raising Concerns

If the customer believes the service has not been carried out properly, the matter should be raised as soon as reasonably possible after completion and before the item is used extensively or further cleaned by another party. The company may ask for photographs, access to inspect the area, or reasonable cooperation to understand the issue. This does not affect any statutory rights the customer may have under consumer law.

The company may sub-contract all or part of the work, provided that the service is completed to a reasonable standard and in line with these terms. Any substitute operative must be suitably qualified or experienced for the work they are assigned. The company may also update these terms from time to time. The version in force at the time of booking will apply unless a later version is agreed in writing.

8. Governing Law and Jurisdiction

These Terms and Conditions, and any dispute or claim arising from them or in connection with them, shall be governed by and interpreted in accordance with the law of England and Wales. The courts of England and Wales shall have exclusive jurisdiction, unless mandatory consumer legislation provides otherwise. If any dispute cannot be resolved amicably, both parties agree to act reasonably and to seek a fair outcome before commencing formal proceedings.

By booking a service with Chelsfield Carpet Cleaners, the customer confirms that they have read, understood, and accepted these terms.