Acton Carpetcleaning Terms and Conditions

These terms and conditions set out the basis on which Acton Carpetcleaning provides domestic and commercial carpet cleaning, upholstery cleaning, rug care, and related professional cleaning services. By making a booking, the customer agrees to be bound by these terms. They are designed to ensure that the booking process is clear, payment expectations are understood, and both parties know their rights and responsibilities before any work begins.

For the purposes of these terms, references to “we”, “us”, and “our” mean Acton Carpetcleaning, and references to “you” and “your” mean the customer or the person making the booking. These terms apply to all quotations, bookings, services, and transactions unless otherwise agreed in writing. If any part of these terms is found to be unenforceable, the remaining provisions shall continue in full force.

We reserve the right to update these terms from time to time to reflect changes in our services, operational requirements, or applicable law. The version in force at the time of booking will apply to that particular service unless a later version is expressly accepted by both parties. Nothing in these terms affects your statutory rights where services are supplied to you as a consumer.

Booking process begins when you request a quotation or service appointment and provide the information needed to assess the work. This may include the type of flooring or fabric, room sizes, stain conditions, access arrangements, and any special requirements. Quotes are usually based on the details supplied at the time of enquiry and may be adjusted if the actual condition of the property differs from the description given.

A booking is only confirmed once we have accepted your request and, where required, received any deposit or pre-authorisation specified in the quotation. We may offer an estimated arrival window rather than a fixed appointment time. While we will always aim to be punctual, traffic, previous jobs running longer than expected, weather, or equipment issues may affect arrival times. In such cases, we will make reasonable efforts to notify you of any significant delay.

It is your responsibility to ensure that someone authorised to give access and approve the work is present at the property at the agreed time. If we are unable to gain access, or if the site is not ready for cleaning, we may charge a call-out fee or treat the appointment as cancelled in accordance with our cancellation terms. We may also refuse to proceed if conditions at the property present a health, safety, or operational concern.

Before the service starts, you should remove fragile items, valuables, personal documents, and any obstacles that could affect safe working. We may move light furniture at our discretion, but we are not obliged to move heavy, fixed, or delicate items such as wardrobes, pianos, electronics, breakables, or items connected to utilities. If furniture is moved, we will do so only where it is reasonably safe and practical to do so.

We may ask you to disclose pre-existing damage, permanent staining, prior cleaning treatments, or issues such as loose seams, fraying, dye instability, underlay problems, or weakened surfaces. Such conditions can affect the outcome of cleaning and may limit what can be achieved. Any advice given before or during the service is based on experience and the information available at the time, but it does not amount to a guarantee of complete stain removal or restoration.

Payments must be made in accordance with the quotation or invoice issued for the service. Unless otherwise stated, prices are quoted in pounds sterling and may be subject to VAT where applicable. Payment may be required on completion of the work, in advance, or by deposit, depending on the nature and size of the job. We accept the payment methods stated at the time of booking, and full cleared payment must be received within any stated timeframe.

Where a deposit is required, it secures the booking date and may be non-refundable if you cancel late or fail to provide access. Deposits are normally offset against the final invoice unless otherwise agreed. If additional work is requested on the day of service, this may incur extra charges. Any change to the scope of work, including larger than expected areas, severe contamination, or additional treatments, may lead to a revised price which must be agreed before continuation.

If payment is not made when due, we reserve the right to suspend further work, withhold any non-essential deliverables, or recover outstanding sums through lawful means. You will be responsible for any reasonable costs incurred in pursuing unpaid invoices, including bank charges or debt recovery costs where permitted by law. Ownership of any supplied goods or materials remains with us until we receive full payment.

Cancellations should be made as soon as possible if you no longer require the service or need to rearrange the appointment. Because a booking reserves time, labour, and equipment, we may apply a cancellation charge depending on how much notice is given. The closer the cancellation is to the scheduled appointment, the more likely a fee will apply. If you cancel after we have arrived or after work has started, you may be charged for the time already spent and any materials used.

If you wish to reschedule, we will try to offer an alternative date subject to availability. Rescheduling may be treated as a cancellation followed by a new booking if significant notice is not provided. Where we must cancel or reschedule due to circumstances beyond our control, we will aim to offer the earliest practical alternative. We will not be liable for indirect losses arising solely from a change in appointment time, provided we have acted reasonably.

In some cases, we may need to cancel or postpone a service because of unsafe access, adverse weather, equipment failure, staff illness, or other operational reasons. If this occurs, any prepaid amount relating to the cancelled appointment will be refunded or applied to a new booking, depending on your preference and the circumstances. Our liability in such cases is limited to the amount paid for the affected service, except where the law requires otherwise.

Liability is limited to losses that are direct, foreseeable, and caused by our proven breach of these terms or by our negligence. We do not exclude or limit liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for any other matter where exclusion is not permitted by law. However, to the fullest extent allowed, we are not responsible for loss of profit, loss of business, loss of opportunity, or consequential damage.

Cleaning results can vary depending on material type, age, prior treatment, and the condition of the item or surface. Although we use suitable methods and reasonable skill and care, we cannot guarantee that every stain, odour, or mark will be removed. Natural fibres, delicate fabrics, and aged materials may react unpredictably. We are not liable for outcomes caused by inherent defects, pre-existing damage, hidden weakness, or manufacturer limitations.

Where you instruct us to use a particular product, method, or intensity contrary to our recommendation, you accept responsibility for any resulting damage or limitation in performance. If we identify a risk during the service, we may stop work on that item or alter the method used. Any advice we provide on aftercare should be followed carefully, as failure to do so may affect results and could reduce any claim arising from the service.

Insurance and care are important parts of our service standards. We will take reasonable precautions while working in your premises and handling your items. If damage is caused by our negligence, you must notify us within a reasonable time and provide evidence of the issue, including photographs where possible. We may inspect the item before any decision is made. Our obligation, where liability is established, may be limited to repair, replacement, or a refund reflecting the affected part of the service.

Waste regulations apply to the handling and disposal of waste generated during the provision of our services. We aim to comply with all applicable environmental and waste management laws in the UK, including rules relating to transportation, segregation, and lawful disposal. Any waste we remove from a property as part of a booked service will be managed responsibly and, where required, transferred only to authorised facilities or carriers.

You must not ask us to dispose of hazardous, illegal, or contaminated materials unless this has been expressly agreed in advance and can be handled lawfully. Examples may include sharps, medical waste, asbestos-containing materials, chemicals, solvents, human waste, or pest-infested items. If such materials are discovered during the service, we may suspend work and require specialist handling. Additional charges may apply where lawful disposal involves extra labour, equipment, documentation, or third-party fees.

If waste produced during the cleaning process is classed as controlled, special, or hazardous under applicable legislation, we will handle it only in a manner permitted by law and our operational procedures. You agree to provide accurate information about any known contamination or unusual waste at the property. If you fail to disclose such information and we incur costs, delays, or regulatory concerns as a result, you may be responsible for those consequences to the extent permitted by law.

We may decline to collect or dispose of items where doing so would breach legal obligations, create a safety risk, or exceed the scope of our service. Any reusable materials or packaging removed from the property may be sorted for recycling where practical and lawful. We encourage responsible waste reduction and efficient water and product use, but these practices do not form part of a guarantee unless specifically agreed in writing.

Customer obligations include providing accurate information, ensuring lawful access, supplying a safe working environment, and confirming that you are authorised to arrange the service. You must also ensure that pets, children, and vulnerable individuals are kept away from the work area where necessary. If you are not the property owner, you confirm that you have permission to arrange the service and that all necessary consents have been obtained.

Any parking charges, congestion fees, access costs, or permit-related expenses reasonably incurred while attending your property may be added to the invoice if they were not included in the original quotation. Where a service requires special equipment, additional labour, or repeat visits due to circumstances outside our control, further charges may apply. We will aim to explain such costs before carrying them out wherever reasonably practicable.

Complaints and disputes should be raised promptly so that we can investigate and, where appropriate, take corrective action. You should provide relevant details and allow us a reasonable opportunity to inspect the issue or complete any remedial work. We prefer to resolve matters amicably and proportionately. Nothing in this section affects your legal rights to seek redress where a service has not been supplied with reasonable care and skill.

Force majeure means events beyond our reasonable control, including severe weather, fire, flood, pandemic-related disruption, transport failure, power loss, industrial action, or legal restrictions. Where such an event prevents or delays performance of the service, we will not be in breach of these terms, provided we take reasonable steps to mitigate the effects. We will contact you where possible to rearrange the appointment or discuss options.

The service is intended to comply with UK consumer and business law as applicable. If you are a business customer, any additional terms must be agreed in writing and shall not override these terms unless expressly stated. If any clause conflicts with mandatory statutory rights, those rights will prevail only to the extent required by law, and the remainder of the terms will continue to apply.

Governing law and jurisdiction are those of England and Wales unless another part of the United Kingdom has mandatory rules that apply to the specific transaction. These terms and any dispute arising from them shall be interpreted in accordance with the laws of England and Wales, and the courts of England and Wales shall have exclusive jurisdiction, except where consumer law provides otherwise.

By booking a service with Acton Carpetcleaning, you confirm that you have read, understood, and agreed to these terms. If you do not accept them, you should not proceed with the booking. These terms form the entire agreement between the parties in relation to the relevant service, superseding any previous discussion, estimate, or representation made orally or in writing, unless expressly incorporated into the contract.

Nothing in these terms is intended to limit rights that cannot legally be excluded. They are designed to be fair, balanced, and practical while protecting both the customer and the service provider. In the event of uncertainty, the interpretation that best reflects the lawful and reasonable operation of the service shall apply.