Plumstead Carpet Cleaners Terms and Conditions

These Terms and Conditions set out the basis on which Plumstead Carpet Cleaners, referred to in this document as we, us, or our, provides carpet cleaning and related soft furnishing cleaning services to residential and commercial customers, referred to as you or the customer. By making a booking, confirming an appointment, or allowing work to begin, you agree to these terms. They are designed to make the service clear, fair, and manageable for both sides.

These terms apply to all standard carpet cleaning services, stain treatment, upholstery cleaning where offered, and any related pre-agreed add-on work. They also apply to quotations, inspections, call-outs, and any revised scope agreed before or during the appointment. Nothing in these terms affects your statutory rights as a consumer under UK law.

We recommend that you read these conditions carefully before booking a carpet cleaning service, a rug clean, or any other cleaning appointment. If anything in these terms is unclear, you should raise it before the service begins so that expectations can be aligned. We may update these terms from time to time, and the version in force at the point of booking will usually apply unless a later change is required by law.

Booking process begins when you make an enquiry and we provide a quotation, estimate, or proposed appointment slot. A quotation may be based on the information you give us, such as room size, floor type, level of soiling, fibre composition, access conditions, and any special treatment requests. If the information supplied is incomplete or inaccurate, the final price or completion time may need to be adjusted.

A booking is only confirmed once we have accepted it and, where requested, any deposit or prepayment has been received. Confirmation may be given by message, email, phone, or other agreed method. It is your responsibility to check that the date, time, service scope, and address details are correct. If you ask us to clean additional areas or to change the service on arrival, this may be treated as a new or amended order and may involve additional charges.

You must ensure that the property is accessible at the agreed time. This includes arranging safe entry, unlocking rooms, moving small personal items if needed, and making sure parking or loading access is available where reasonably necessary. If our team arrives and cannot gain access, or if conditions prevent the service from being carried out safely, we may charge a call-out fee or a waiting fee, and we may reschedule at our discretion.

Payments are due in accordance with the price stated at the time of booking or as updated before the service starts. Unless otherwise agreed in writing, payment is required on completion of the work. We may accept payment by cash, bank transfer, card, or another method that we notify to you in advance. Any invoice issued must be paid by the stated due date.

If a deposit is requested, it forms part of the total price and may be used to secure the appointment and cover some administration costs. Deposits are usually non-refundable where cancellation rules apply, particularly if the booking is cancelled with short notice or if we have already reserved time and resources for your appointment. Any balance remaining after a deposit must be paid promptly when the service is completed unless we agree otherwise.

Where a quote is based on average conditions, final pricing may vary if the work is more extensive than expected. Examples include heavy staining, excessive soil build-up, pet contamination, odour treatment, furniture movement, additional safety measures, or a need for specialist chemistry or equipment. If the revised price is materially different, we will explain the reason before proceeding where reasonably possible. Failure to pay on time may result in suspended services, recovery action, and any lawful costs associated with collecting the debt.

Cancellations, rescheduling, and missed appointments

You may cancel or rearrange a booking by giving us notice in a reasonable timeframe. The amount of notice required may depend on the size and complexity of the job, but where possible you should tell us as soon as you know that the appointment cannot go ahead. Short-notice cancellations can prevent us from offering the slot to another customer and may therefore lead to a cancellation charge.

Unless a different policy is stated at the time of booking, we may apply a cancellation fee where you cancel after we have reserved the appointment and incurred preparation costs, especially if the cancellation is made on the day of service or very near to it. If you reschedule with sufficient notice, we will usually try to agree a new date subject to availability. Repeated changes may affect the price or our ability to continue offering the booking.

If you are not present when required, or if the job cannot proceed because the property is not ready, accessible, or safe, this may be treated as a missed appointment. In those circumstances, a fee may still be payable to cover lost time, travel, and administration. We will act reasonably and consider any genuine emergency, but we are not obliged to waive charges where preventable disruption has occurred.

Service standards and customer responsibilities We will carry out the work with reasonable skill and care using methods and materials we consider suitable for the surfaces involved. However, carpet and fabric cleaning results can vary depending on age, wear, fibre type, previous treatments, hidden damage, and the extent of staining or contamination. Some marks may be permanent or may only improve rather than disappear completely.

You are responsible for telling us about anything relevant that may affect the service, including fragile flooring, loose seams, weak dyes, shrinkage risk, underfloor heating, water sensitivity, recent spills, pest treatment, or prior cleaning attempts. You should also remove valuables, breakables, and personal items from the areas to be cleaned unless we have agreed otherwise. If we move light items as part of the service, this is done at your risk unless damage is caused by our negligence.

Where pre-treatment, stain removal, or deodorising is requested, these are additional services and not a guarantee of complete restoration. Cleaning may also cause temporary effects such as a slight smell of product, a longer drying time, or visible fibre movement in traffic areas. We will not be responsible for normal and expected outcomes of the cleaning process, provided the service has been carried out with reasonable care.

Liability We do not exclude or limit liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud, or fraudulent misrepresentation. Subject to that, we are not liable for indirect, special, or consequential losses, including loss of profit, loss of business opportunity, or loss arising from delay, unless required by law to accept such liability.

Our responsibility for damage is limited to loss or damage directly caused by our proven negligence or breach of these terms. We are not liable for damage resulting from pre-existing defects, hidden weaknesses, unsuitable flooring, unstable furniture, loose fittings, defective repairs, or information withheld by the customer. Where a claim is made, you must allow us a reasonable opportunity to inspect the area and, where appropriate, attempt a remedy before any third-party intervention is arranged.

Any claim relating to a cleaning issue should be raised promptly and, wherever practical, before the area is re-used, re-soiled, or altered by someone else. You should take reasonable steps to reduce any loss. If our work has caused a genuine issue, our first option may be to re-clean the affected area, repair the issue where possible, or offer a fair refund or price reduction in line with the circumstances and applicable law.

Waste regulations and environmental compliance We operate in line with applicable UK waste handling and environmental requirements. Wastewater, cleaning residues, contaminated materials, packaging, and any removed debris must be managed responsibly. We will use reasonable care to minimise waste and to dispose of any waste arising from our operations in a lawful and environmentally appropriate manner.

You must not ask us to dispose of hazardous, restricted, or unlawful materials unless we have expressly agreed and are legally permitted to do so. This includes materials contaminated beyond normal domestic soiling, sharp objects, chemical waste, biological hazards, asbestos-related materials, or any item requiring special collection or treatment. If such materials are encountered unexpectedly, we may stop work, leave the area safe where possible, and charge for time already spent.

Where carpet cleaning generates wastewater or removed waste that must be collected, stored, or transported, we may take the measures we consider necessary to comply with environmental rules and safe working practices. You are responsible for ensuring that any household or site-specific waste arrangements are suitable for the service. If specialist disposal is required, additional charges may apply, and we will tell you about them where reasonably possible before proceeding.

Access, property condition, and risk

You must make sure the premises are in a condition that allows safe work. Floors should be reasonably clear, pets secured, and hazards such as exposed wires, loose rugs, or unstable furniture dealt with before we start. We may refuse to proceed, or may pause the service, if we believe that the environment presents a risk to our staff, your property, or the equipment used.

If there is likely to be a risk of colour loss, shrinkage, fabric distortion, or water penetration, we may recommend a reduced-risk method or decline certain parts of the work. If you choose to proceed against our advice, you do so at your own risk to the extent permitted by law. We may also decline to move heavy furniture, specialist appliances, or items that could damage the floor or cause injury if moved.

Drying times are estimates only. Ventilation, temperature, humidity, pile thickness, and the amount of cleaning solution used can affect how long it takes for carpets or fabrics to dry fully. We are not responsible for inconvenience caused by natural drying variation, provided the service was performed correctly. It is your responsibility to keep foot traffic, pets, and furniture off damp areas until they are sufficiently dry.

Complaints and remedies If you are unhappy with any part of the service, you should contact us as soon as reasonably possible and tell us what the issue is. This allows us to investigate while the relevant area remains available for inspection. We may request photographs, a description of the problem, and details of any cleaning products, foot traffic, or other actions taken after the service.

Where a complaint is justified, we may offer a follow-up visit, a partial refund, a price adjustment, or another reasonable solution. The remedy offered will depend on the facts of the case and on what is fair and proportionate. You agree not to arrange independent remedial work first and then seek reimbursement unless this has been agreed with us in advance or is necessary to avoid further damage.

Any attempt to resolve a complaint does not mean that we accept liability beyond what is stated in these terms or required by law. We will act reasonably and in good faith throughout the process, and we expect the same from the customer. Evidence that the area has been re-soiled, altered, or treated by others may limit our ability to investigate or assist.

Intellectual property, records, and general terms

Any quotations, written materials, or service descriptions we provide remain our property unless otherwise agreed. You may keep copies for your records, but you must not misuse or alter our documents in a way that suggests a different agreement. We may keep service notes, booking records, and relevant communications for operational, legal, and accounting purposes in line with applicable data protection law.

If any part of these Terms and Conditions is found to be unenforceable, the remaining parts will continue to apply. No failure or delay by us in enforcing a right will operate as a waiver of that right. Any variation to these terms must be agreed in writing or clearly confirmed by us through an accepted booking amendment.

These terms are intended to create a clear and lawful framework for our carpet cleaning services, rug cleaning appointments, and related work. They should be read together with any written quote, invoice, or booking confirmation that forms part of the agreement between us and you.

Governing law

This agreement and any dispute or claim arising out of or in connection with it shall be governed by and interpreted in accordance with the laws of England and Wales. If you are a consumer, you may also benefit from mandatory protections under the law of your usual residence where those rights cannot be excluded by contract.

Any dispute that cannot be resolved informally should be handled through the courts of England and Wales, unless another forum is required by applicable law. If any legal proceedings are brought, they should be based on the version of the terms in force at the time the relevant booking was made, unless a later version is required by law. These provisions are included to support clarity, fairness, and lawful trading for both parties.

By using our services, you confirm that you understand and accept these Terms and Conditions, including the booking process, payment expectations, cancellation rules, liability position, waste handling obligations, and governing law. We reserve the right to refuse or discontinue service where necessary to protect safety, comply with legal obligations, or manage operational risk.