1.1 In these Terms and Conditions, unless the context otherwise requires:
2.1 These Terms and Conditions form a binding contract between the Client and the Company.
2.2 By booking services with the Company via website, email, telephone, or any other means, the Client agrees to be bound by these Terms and Conditions.
3.1 The minimum call-out charge for carpet and upholstery cleaning is £65 + VAT for Ashford residents. Additional travel or fuel charges may apply to surrounding areas and will be confirmed with the Client prior to booking.
3.2 Rooms or areas measuring over 5m x 5m will be charged as two (2) separate areas.
3.3 Stairs and a landing are charged as two (2) separate areas.
3.4 Where the Company is required to collect keys from a third party, an additional charge may apply (agreed in advance).
3.5 Parking charges are not included in quoted prices. Any applicable parking fees will be added to the final invoice.
3.6 The Company reserves the right to amend any quotation where unforeseen circumstances arise. Any revised price will be agreed with the Client before work commences.
3.7 Cleaning of bodily fluids (blood, urine, faeces, vomit) requires specialist handling. The minimum charge is £150 + VAT, with the final price confirmed before work begins.
3.8 Where the Client declines recommended treatments (e.g. urine or odour treatments), the Company accepts no liability for recurring stains, odours, or reduced cleaning effectiveness.
4.1 The Company reserves the right to amend any quotation if the Client’s requirements change.
4.2 Stain removal is not guaranteed. The Company will use reasonable skill and care but cannot warrant complete removal of all stains.
4.3 The Client must ensure operatives have reasonable access and parking close to the property. Delays caused by restricted access may incur additional charges.
4.4 Operatives will attempt to contact the Client on arrival. If uncontactable, operatives will wait a maximum of 20 minutes, after which the appointment will be treated as a cancellation (see Clause 6).
4.5 The Client must provide access to electricity and hot water. Failure to do so will result in the appointment being deemed cancelled and full payment remaining due.
4.6 The Company will only move light furniture (that can be safely moved by one operative) and only at the Client’s request. Heavy or fragile items (e.g. wardrobes, cabinets, bookcases) must be moved by the Client in advance.
5.1 Payment is due in full on the day of service by bank transfer, cash, or card.
5.2 Late payments may incur statutory interest under the Late Payment of Commercial Debts (Interest) Act 1998 (8% above the Bank of England base rate) plus a reasonable recovery fee.
5.3 All prices are exclusive of VAT unless expressly stated otherwise.
6.1 The Client may cancel or reschedule an appointment by providing at least 48 hours’ notice.
6.2 Cancellations with less than 48 hours’ notice will incur a charge of 30% of the booking value, payable before a new date can be arranged.
6.3 Cancellations within 24 hours of the appointment will be charged at 100% of the booking value.
6.4 Where the Client cancels a rescheduled appointment, the Company reserves the right to apply a minimum charge of £65 + VAT.
7.1 The Company holds full public liability and employer’s liability insurance, including treatment risk.
7.2 Any issues or claims must be reported in writing to the Company within 48 hours of completion of the service. Claims made after this period will not be accepted.
7.3 Where a valid claim is raised, the Company will arrange a return visit at a mutually convenient time. The Client must provide access; failure to do so will void the claim.
8.1 The Company shall not be liable for any loss, damage, delay, or compensation arising from:
8.2 The Company shall not be liable for:
8.3 The Company’s total liability shall not exceed the total value of the booking.
9.1 If the Client is dissatisfied, they must notify the Company in writing within 48 hours of completion (info@carpetcleaningco.uk).
9.2 The Company will arrange a re-clean of the affected area at no additional cost.
9.3 Refunds are not provided where the service was delivered with reasonable care and skill in line with industry standards.
10.1 All complaints must be submitted in writing to info@carpetcleaningco.uk within 48 hours of service completion.
10.2 The Company reserves the right to cancel any appointment where the property is deemed unsafe or hazardous to operatives.
11.1 Telephone calls may be recorded for training, monitoring, and quality assurance purposes.
12.1 By booking the Company’s services, the Client agrees to be bound by these Terms and Conditions
