Terms and Conditions for Canarywharf Carpet Cleaners

These Terms and Conditions set out the basis on which Canarywharf Carpet Cleaners provides domestic and commercial cleaning services. By making a booking, confirming an appointment, or allowing our operatives to begin work, the customer agrees to be bound by these terms. In these terms, references to we, us, and our mean Canarywharf Carpet Cleaners, and references to you and your mean the person, business, or organisation requesting the service. These terms are intended to create clear expectations about the carpet cleaning service, payment, cancellation rights, liability, and lawful waste handling.

We aim to deliver a professional carpet cleaning service with care and reasonable skill, using suitable equipment and methods selected for the materials being treated. However, cleaning outcomes can vary depending on carpet age, fibre type, previous treatments, level of soiling, staining, wear, and environmental conditions. Because of this, any statement made before work starts is an estimate of likely results rather than a guarantee of perfect restoration. These terms should be read together with any written quotation, invoice, or job specification issued for the relevant booking.

Unless otherwise agreed in writing, our services are provided only within the scope described at the point of booking. If additional tasks are requested on arrival, we may agree to carry them out, but such changes may affect the price, duration, and required materials. We reserve the right to decline work that is unsafe, impractical, outside our competence, or likely to damage property or equipment. Any variation to the original scope should be agreed before the extra work begins.

Booking Process

Bookings are accepted only when we have confirmed the relevant service details. A request for a quotation does not itself create a contract. A booking becomes binding when we issue confirmation, when you accept a written quotation, or when you allow us to attend and commence work. At the time of booking, you must provide accurate information about the premises, access conditions, parking restrictions, security requirements, room contents, surface materials, and any known hazards. We rely on the accuracy of that information when preparing a quotation and allocating staff and equipment.

It is your responsibility to ensure that the premises are ready for the appointment. This includes removing fragile items, securing valuables, moving lightweight furniture where necessary, and ensuring access to water, electricity, and the relevant areas to be cleaned. We may refuse to begin or continue work if conditions are unsuitable, unsafe, or significantly different from those described at booking. In such cases, a call-out charge or wasted visit charge may apply where our attendance has been arranged and we have arrived as scheduled.

We may contact you to confirm arrival windows, access arrangements, or any details needed to complete the carpet and upholstery cleaning properly. If a service is booked on behalf of a landlord, tenant, agent, or company, the person making the booking confirms that they are authorised to agree to these terms on behalf of the relevant party. Where there is more than one customer, each person may be responsible for payment unless we agree otherwise in writing. Service dates are scheduled on a first-come, first-served basis, subject to availability.

Payments and Charges

Unless we agree otherwise, all prices are quoted in pounds sterling and may be subject to VAT where applicable. The quotation will normally cover only the services explicitly listed. Additional charges may arise where the job requires extra labour, specialist detergents, stain treatment, protection products, travel beyond the agreed area, parking charges, congestion fees, waiting time, or the disposal of waste arising from the work. We will normally explain material changes in price before proceeding, but if unforeseen issues arise during the service, you authorise us to make reasonable adjustments necessary to complete the work safely and effectively.

Payment is due in accordance with the invoice or booking confirmation. For most domestic carpet cleaning appointments, payment may be required on completion of the job unless prepayment has been agreed. For commercial clients, we may issue payment terms on invoice, but those terms do not apply unless stated in writing. Late payments may be subject to interest and recovery costs as permitted by law. You must pay all undisputed sums by the due date, without set-off or deduction, unless a statutory right entitles you to do otherwise.

We accept that occasional disputes may arise about a stain, mark, or area that was difficult to access. A payment dispute does not permit you to withhold the full amount for work that has been completed and accepted, except where the law allows. If part of the service is genuinely disputed, you should notify us promptly and keep the affected area available for inspection. Where a refund or partial adjustment is agreed, it will usually reflect the specific issue rather than the whole booking value. The purpose of payment terms is to maintain fairness and clarity for both the customer and the Canarywharf carpet cleaning team.

Cancellations, Rescheduling, and Access Failures

Cancellations should be made as early as possible. If you cancel a booking with reasonable notice, no fee may apply, although this depends on any special materials ordered or third-party costs already incurred. Where short-notice cancellation occurs after staff, equipment, or products have been allocated to your appointment, we may charge a cancellation fee that reflects our actual loss. The amount will be reasonable and proportionate to the circumstances. This includes situations where work cannot proceed because the property is not accessible, the customer is absent, or essential conditions have not been prepared.

You may request to reschedule an appointment, subject to availability. We will try to accommodate revised dates, but we are not obliged to do so where the original slot has already been reserved and cannot be reallocated. If we need to cancel or reschedule due to illness, equipment failure, weather, safety concerns, or other operational reasons, we will notify you as soon as reasonably possible and offer an alternative time. Our liability for cancellation is limited to refunding any amount paid for work not performed, unless the law requires otherwise.

If we attend a property and cannot gain access, or if the customer asks us to leave before work begins for reasons unrelated to our conduct, a wasted visit charge may be applied. The charge covers travel, labour time, and preparation. We will always act reasonably when deciding whether a cancellation or access failure fee is appropriate. Repeated late cancellations or failed access appointments may also result in future bookings being accepted only on revised terms or with advance payment.

Service Standards, Limitations, and Liability

We will provide the cleaning service with reasonable care and skill. However, certain stains, odours, wear patterns, shrinkage, colour loss, pre-existing damage, seam weakness, or fibre distortion may not be removable and may become more visible once surrounding dirt is lifted. Cleaning may also reveal hidden defects that were not obvious before work started. We do not accept responsibility for pre-existing damage, normal wear and tear, or results affected by the structure or age of the carpet. Any aftercare advice provided should be followed to help preserve the cleaned surface.

We are not liable for loss or damage caused by information that was inaccurate or incomplete at the time of booking. This includes failure to disclose previous treatments, delicate fibres, pet contamination, infestations, loose dyes, hidden electrical hazards, or damaged flooring. Where you request us to proceed despite warnings about a risk, you accept the consequences of that request to the extent permitted by law. If items must be moved, you are responsible for identifying fragile, valuable, or unsafe possessions. We may refuse to move heavy furniture, electronics, or items that could cause injury or damage.

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 legally be excluded. Subject to that, our total liability for any claim arising from a booking shall be limited to the amount paid for the relevant service, or the cost of re-performing the affected part of the service where that is reasonable and practicable. We will not be liable for indirect, incidental, or consequential losses such as business interruption, loss of profit, or loss of enjoyment. This limitation reflects a fair balance between professional service delivery and reasonable commercial risk.

Waste Regulations and Disposal

We comply with applicable waste regulations in relation to the materials generated during cleaning work. This includes dirty water, residues, disposable cloths, used filters, packaging, and other waste arising from our operations. We will handle waste in a responsible manner and dispose of it only through lawful and environmentally appropriate channels. Where specialist disposal is required because of contamination, unusual volume, or hazardous properties, additional charges may apply if agreed or reasonably necessary to complete the service lawfully.

You must inform us in advance if the premises contain materials that may create regulated or hazardous waste, including but not limited to biological contamination, chemical spill residue, pest-related waste, or any other substance requiring special handling. We may decline to clean areas that present an unacceptable waste-handling risk or that require facilities or permissions we do not have. If the customer requests disposal of items or waste not ordinarily generated by the service, we may refuse that request or arrange lawful disposal on separate terms. We do not provide general rubbish clearance as part of standard carpet cleaners services unless expressly stated.

Where waste is removed from the property as part of the work, ownership of that waste passes to us only to the extent necessary for lawful transport and disposal. You remain responsible for ensuring that any items left for disposal do not include prohibited, dangerous, or concealed materials. Any attempt to misdescribe hazardous waste, or to place unlawful items among ordinary waste, may result in termination of the service and notification to the appropriate authority where required by law.

Customer Responsibilities

To help us carry out the service efficiently, you should ensure the work area is reasonably clear and that access can be made safely. Pets should be secured, children kept away from work areas, and any special access instructions explained before the appointment starts. If you are aware of colour fading, weak seams, or water sensitivity, you should tell us in advance. The success of a carpet cleaning appointment often depends on these preparations, especially where the property contains mixed materials, delicate finishes, or valuable furnishings.

You must tell us about any infectious contamination, pest infestations, mould issues, or other conditions that may affect health and safety. We may suspend or refuse the service where the environment presents a risk to staff, equipment, or occupants. In such circumstances, any chargeable visit or cancellation fee will be determined reasonably based on the work already carried out and the time reserved. The customer is also responsible for ensuring that any instructions given to us are lawful and do not require us to act in a way that would breach regulations, property rules, or third-party rights.

If you are acting for a business, landlord, or managing agent, you must ensure that you have authority to grant us access and authorise the work. You must also make us aware of any relevant building rules, insurance requirements, or restrictions affecting the service. Failure to do so may result in delays or additional costs. Our acceptance of instructions does not mean that we accept responsibility for breaches caused by inaccurate, incomplete, or unauthorised directions from the customer or their representative.

Complaints and Rectification

If you are dissatisfied with any part of the service, you should notify us within a reasonable time after completion and before the area is exposed to normal wear, further soiling, or other alteration. Early notification helps us assess the issue fairly. Where appropriate, we may inspect the carpet, offer a follow-up treatment, or explain why the result is consistent with the known condition of the material. Not every issue amounts to a fault in service, particularly where the relevant stain, odour, or mark is outside normal cleaning performance.

We reserve the right to carry out a reasonable rectification attempt before any refund is considered. If rectification is not possible or is not appropriate, we will address the matter in a fair and lawful way. Your statutory rights are not affected. These terms are intended to supplement, not replace, any rights you may have under consumer protection law. For commercial customers, the agreement is interpreted in accordance with standard UK contract principles and the written scope of the booking.

Any claim relating to the service should be raised as soon as possible, with sufficient detail to identify the problem. This includes the date of the booking, the area affected, and the nature of the concern. We may ask for photographs or an opportunity to inspect the issue in person. Prompt communication helps avoid unnecessary escalation and ensures that any genuine problem can be resolved efficiently. The aim is to keep the process fair, practical, and consistent with the standards expected from a professional carpet cleaning company.

Governing Law

These Terms and Conditions, and any dispute or claim arising from them or in connection with them, are governed by the laws of England and Wales. By booking our services, you agree that the courts of England and Wales shall have jurisdiction, except where consumer law provides otherwise. If any part of these terms is found to be invalid, unlawful, or unenforceable, that part shall be treated as removed to the minimum extent necessary, and the remaining provisions shall continue in full force and effect.

These terms are designed to create a straightforward and transparent arrangement for the provision of Canarywharf Carpet Cleaners services. They protect both the customer and the service provider by setting out the booking process, payment expectations, cancellation rules, liability limits, waste handling obligations, and the legal framework that applies. By proceeding with a booking, you acknowledge that you have read, understood, and agreed to these terms.

The provisions above may be updated from time to time to reflect changes in law, operational practice, or service structure. The version that applies to your booking is the version in force at the time your booking is confirmed, unless a later version is expressly agreed. We recommend keeping a copy of the terms that applied to your appointment for your records.