Lewisham Carpet Cleaners Terms and Conditions

These service terms and conditions set out the rules that apply when you book and use the carpet cleaning services provided by Lewisham Carpet Cleaners. They are written to help customers understand how a booking is accepted, how payments are handled, what happens if an appointment is changed or cancelled, and where responsibility lies for property, access, and waste management. By confirming a booking, you agree to be bound by these terms, so please read them carefully before instructing any carpet cleaning service or related treatment.

This document applies to domestic and commercial customers unless a separate written agreement says otherwise. It covers standard carpet cleaning, upholstery care, stain treatment, deodorising, and similar specialist cleaning work, together with any inspection, quotation, or preparatory activity connected to the service. For the avoidance of doubt, these terms do not replace any rights you may have under UK consumer law; rather, they explain how those rights operate alongside our service process.

In these terms, references to “we”, “us”, “our”, or “the company” mean Lewisham Carpet Cleaners, and references to “you” or “the customer” mean the person who requests, approves, or pays for the service. Any variation to these terms must be agreed in writing by us. If there is any inconsistency between a written quotation and these terms, the written quotation will normally apply only to the extent of that inconsistency, and the rest of these terms will remain in force.

Booking Process and Service Acceptance

Bookings may be requested by phone, email, online form, or any other method we may offer from time to time. A request for a booking is not, by itself, a binding contract. A contract is formed only when we confirm the appointment and, where relevant, receive any required deposit or pre-authorisation. We may decline a booking if we are unable to provide the requested service, if the property is unsuitable, or if the booking would create a health, safety, legal, or operational issue.

When arranging a carpet cleaning appointment, you must provide accurate information about the property, the surfaces to be cleaned, the presence of stains, pets, access restrictions, parking limitations, and any special requirements. You are responsible for ensuring that the details given at the time of booking are complete and correct. If the information later proves to be inaccurate, we may need to revise the price, alter the time required, change the equipment used, or in some cases refuse to proceed where the service cannot be safely delivered.

We will normally confirm the booking by message, email, or other written notice. The confirmation may include the scheduled date, approximate arrival time, service description, price estimate, deposit requirements, and any preparations needed from you before work begins. It is your responsibility to check the confirmation carefully and notify us promptly of any errors. If you do not receive confirmation, the booking should not be treated as accepted.

Access, Preparation, and Customer Responsibilities

You must ensure that we have safe, reasonable access to the property and the areas that require cleaning. This includes arranging entry, parking where possible, and removing obstacles that would prevent efficient work. If lifts, communal areas, security procedures, or permits are required, you must let us know in advance and make the necessary arrangements unless we have agreed otherwise.

Before work starts, you should move fragile items, valuables, loose personal belongings, and any items that could be damaged by cleaning activity. We may assist with light furniture only where safe and appropriate, but we are not obliged to move heavy, built-in, breakable, or potentially hazardous items. You should also identify any areas with pre-existing damage, weak flooring, defective fixtures, electrical risks, or water-sensitive materials. If you fail to disclose such issues, you accept the risk that the service may not be suitable for those areas.

For stain removal and fibre treatment, no outcome can be guaranteed because results depend on the age of the stain, previous cleaning attempts, material type, wear, and hidden contamination. Any quotation or estimate is based on the condition stated or reasonably visible at the time of assessment. If the actual condition differs materially from what was described, we may adjust the scope of work or price. This is especially relevant to professional carpet cleaners working on aged, delicate, or heavily soiled surfaces.

Prices, Invoicing, and Payments

Prices are usually quoted based on the information available at the time of booking. Unless expressly stated otherwise, quotations are estimates and may be revised if the scope of work changes, access is restricted, or additional labour, equipment, or specialist products are required. Any price increase will be explained before additional work begins where reasonably possible. If you do not agree to the revised price, we may complete only the originally agreed work, if feasible, or cancel the additional element.

Payment terms will be stated in the booking confirmation or invoice. We may require a deposit to secure an appointment, particularly for larger jobs, same-day work, or specialist cleaning. Unless otherwise agreed, full payment is due on completion of the service on the same day. We may accept payment by card, bank transfer, cash, or other methods that we choose to offer. Any fees charged by your payment provider or bank remain your responsibility.

Where invoices are issued after the service, they must be paid by the due date shown. If payment is late, we may charge statutory interest and reasonable recovery costs in accordance with applicable law. We may also suspend future bookings until outstanding sums are settled. Ownership of any materials supplied by us does not pass to you until we have received full payment.

Cancellations, Rearrangements, and Missed Appointments

You may cancel or reschedule a booking by giving us reasonable notice. Unless your booking confirmation states otherwise, cancellations made with less than 24 hours’ notice may incur a fee to cover reserved time, travel planning, and lost opportunity. If we have already purchased materials specifically for your job, or if a team has already been dispatched, you may also be charged for those reasonable costs.

If you are not present at the agreed time, fail to provide access, or are unable to permit work to start, we may treat the appointment as a late cancellation or wasted visit. In such circumstances, we may charge a call-out or cancellation fee. Repeated missed appointments or changes may lead us to refuse future bookings. We will always try to act fairly and proportionately, but our staff schedules and operational commitments must be protected.

We may need to cancel or rearrange a booking due to illness, unsafe working conditions, equipment failure, severe weather, transport disruption, or any other event beyond our reasonable control. If we do so, we will offer a new appointment where practical. We are not liable for indirect losses caused by such changes, provided we take reasonable steps to notify you as soon as possible and to rearrange the service within a reasonable timeframe.

Service Standards, Risk, and Liability

We will perform the service with reasonable care and skill, using appropriate methods and products for the surfaces and conditions identified. However, cleaning is not an exact science, and some materials may react unpredictably to moisture, heat, chemicals, agitation, or drying conditions. Older carpets, colour-fastness problems, pre-existing wear, hidden stains, and previous poor treatment may limit the achievable result. Any estimate of likely improvement should be understood as an opinion based on visible conditions, not a guarantee.

We are not responsible for damage caused by: pre-existing defects; structural movement; faulty installation; unsuitable materials; normal wear and tear; hidden contamination; the customer’s failure to disclose relevant information; or the use of items, products, or methods that we did not supply or authorise. Where a claim concerns damage, you must notify us promptly and allow us a reasonable opportunity to inspect the issue before any repair or remedy is arranged. This does not affect any rights that cannot legally be excluded under UK law.

To the fullest extent permitted by law, our total liability for direct loss arising from a service failure shall be limited to the amount paid, or payable, for the specific service giving rise to the claim. We do not exclude liability for death or personal injury caused by our negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be limited or excluded. We are not liable for loss of profit, loss of business, loss of enjoyment, or other indirect or consequential losses.

Waste Regulations, Disposal, and Environmental Duties

Any waste generated during the work, such as used cloths, packaging, residue removed from filters, or minor disposable cleaning materials, will be handled in line with applicable environmental and waste disposal obligations. We will act responsibly and will not intentionally leave waste behind unless it is part of the agreed service or unavoidable due to the nature of the job. Where we remove waste from your property, you authorise us to transport and dispose of it in a lawful and environmentally appropriate manner.

You remain responsible for ensuring that any household, commercial, or special waste on the premises is stored, classified, and disposed of correctly unless we have expressly agreed in writing to handle it as part of the service. We do not accept responsibility for hazardous materials, biohazards, asbestos, needles, chemical containers, or any controlled waste unless specifically agreed and legally permitted. If such items are discovered, we may stop work immediately and may charge for the time spent attending the property.

Where cleaning produces wastewater, contaminated materials, or soilings requiring special handling, we will take reasonable steps to prevent unlawful discharge or environmental harm. You must not ask us to dispose of regulated waste improperly or to bypass lawful disposal requirements. If a customer requests action that would breach waste regulations or safety law, we will refuse that request and may terminate the service without liability for the resulting inconvenience.

Complaints, Right to Remedy, and General Provisions

If you believe the service has not been provided with reasonable care and skill, you should tell us as soon as possible and, in any event, within a reasonable time after the issue becomes apparent. We may ask for photographs, access to the affected area, or the opportunity to return and inspect the work. Where appropriate, we may offer a re-clean, partial refund, or another reasonable remedy. Any remedy will be assessed case by case and will be limited to correcting the relevant issue where possible.

These terms may be updated from time to time. The version in force at the time of your booking will apply to that booking unless a change is required by law or is agreed in writing. If any part of these terms is found to be invalid or unenforceable, the remaining provisions will continue in full force. No failure or delay by us in enforcing any provision will operate as a waiver of that provision.

Nothing in these terms is intended to reduce your statutory rights as a consumer where those rights apply. If you are booking on behalf of a business, you confirm that you have authority to bind that business and that you are entering into the agreement in a business capacity. In all cases, the parties intend these terms to create a fair and practical framework for the supply of a carpet cleaning service that is transparent, lawful, and commercially reasonable.

Governing Law

These terms and any dispute or claim arising out of or in connection with them shall be governed by and interpreted in accordance with the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction, except where consumer law gives you the right to bring proceedings elsewhere. If any dispute arises, both parties should first attempt to resolve it in good faith before starting formal proceedings.

By making a booking with Lewisham Carpet Cleaners, you acknowledge that you have read, understood, and agreed to these service terms and conditions. They are designed to support a clear, professional, and lawful cleaning arrangement and to set sensible expectations for both the customer and the service provider. If you need further clarification before booking, you should review the terms carefully and ensure that you are satisfied with them before confirming the appointment.