Terms and Conditions for New Eltham Carpet Cleaners

These Terms and Conditions set out the basis on which New Eltham Carpet Cleaners provides domestic and commercial carpet cleaning services, together with related treatments such as upholstery cleaning, stain removal, deodorising and fibre care. By making a booking, you agree that these terms apply to the service you request, unless we confirm otherwise in writing. Please read them carefully before placing an order, as they explain how bookings are accepted, how payments are handled, when cancellations may apply, and what responsibilities belong to both the customer and the service provider.

Our aim is to deliver a clear and professional service with no surprises. These terms are written to reflect standard UK service expectations and to protect both parties from misunderstanding. They are intended to be fair, reasonable and consistent with applicable consumer law. If any part of these terms is found to be invalid or unenforceable, the remaining provisions will continue to apply.

In these terms, “we”, “us” and “our” refer to New Eltham Carpet Cleaners. “You” and “your” refer to the customer, including any person who places a booking on behalf of a household, business, landlord, tenant, or managing agent. A booking means any confirmed request for cleaning services made by phone, email, online form, or any other accepted method of communication.

1. Booking process

All bookings are subject to availability and are only confirmed once we have accepted the request. A quote may be provided before booking, but a quote is not a binding reservation unless we have confirmed an appointment slot. To complete a booking, you must provide accurate information about the property, access arrangements, flooring type, the condition of the items to be cleaned, and any relevant hazards or special requirements. This allows us to assess the expected scope of work and prepare suitable equipment and products.

When you arrange carpet cleaning services, you are responsible for ensuring that the areas to be cleaned are reasonably accessible at the agreed time. This includes providing safe entry, moving delicate or valuable items where appropriate, and notifying us in advance of any limitations such as restricted parking, security access, or building rules. If incorrect or incomplete information results in additional time, extra labour, or a change in method, we may adjust the price accordingly or reschedule the service if necessary.

2. Confirmations and service changes

Once a booking is accepted, we may issue a confirmation that sets out the agreed date, approximate arrival window, and the services included. You should review this confirmation carefully and notify us promptly if anything appears incorrect. Changes to the scope of work may affect pricing, service duration, and the equipment required. We reserve the right to decline changes that cannot reasonably be accommodated on the day.

If you request additional services during the appointment, such as upholstery cleaning, specialist stain treatment, or extra rooms not included in the original booking, these services will only be carried out if we consider them safe and feasible within the available time. Any added work may be charged separately. We may also recommend an alternative method, product or follow-up treatment if the condition of the textile, carpet pile, or backing requires a different approach.

We will make reasonable efforts to arrive within the agreed time window, but exact arrival times cannot always be guaranteed because of traffic, weather, prior jobs or other operational factors. Where a delay occurs, we will aim to notify you within a reasonable period. If the delay is significant, you may choose to reschedule at no additional charge, provided that the circumstances justify such a change and the booking has not already been completed in part.

3. Payments and pricing

All prices will be confirmed in advance whenever possible and may be based on factors such as carpet size, room count, fabric type, level of soiling, stain severity, access conditions, and any extra treatments requested. Unless otherwise stated, all prices are quoted in pounds sterling and may be subject to VAT where applicable. Estimates are given in good faith, but the final amount may vary if the actual job differs materially from the description provided at the time of booking.

Payment is normally due on completion of the service, unless we have agreed an alternative arrangement in writing. We accept payment by the methods we make available from time to time. If a deposit is required, this will be stated at the point of booking. Deposits may be used to reserve an appointment and cover administrative costs, and in some cases may be non-refundable if you cancel late or fail to provide access.

You must ensure that payment is made in full by the due date. If payment is declined, delayed, or disputed without valid reason, we may suspend further work, charge reasonable recovery costs, or take other lawful steps to recover the outstanding sum. Any discounts, promotional offers or special rates are offered at our discretion and may be withdrawn or changed at any time before confirmation of the booking.

4. Cancellations, rescheduling and missed appointments

You may cancel or reschedule a confirmed appointment by giving us reasonable notice. Where enough notice is provided, we will usually try to offer a new date without charge. If you cancel at short notice, especially after we have allocated staff, prepared equipment, or turned away other work, we may charge a cancellation fee that reflects our actual losses and administrative costs, provided this is fair and lawful.

If our team attends the property and is unable to gain access, is turned away, or cannot safely complete the service because the premises are unsuitable, this may be treated as a late cancellation or missed appointment. Examples include no key being available, a locked building with no access arrangements, or a refusal to permit the work to begin. In such cases, a call-out fee or full appointment charge may apply depending on the circumstances and the time already spent.

We reserve the right to cancel or reschedule a booking where unavoidable events occur, including staff illness, equipment failure, severe weather, unsafe conditions, or matters beyond our reasonable control. If we need to cancel, we will aim to offer a new appointment or issue a refund for any prepaid amount relating to the cancelled service, where appropriate and subject to the exact circumstances.

5. Liability and service limitations

We will carry out our services with reasonable care and skill, using appropriate methods for the type of surface and the condition reported by you. However, cleaning work may involve risk, particularly where carpets are old, delicate, heavily worn, colour-sensitive, or previously treated with unknown products. Some staining, odours, or marks may be difficult or impossible to remove completely. We do not guarantee the removal of every stain, odour or sign of wear.

We are not responsible for pre-existing damage, hidden defects, or issues arising from the age or condition of the carpet or furnishing, including shrinkage, fibre distortion, dye bleed, seam separation, loose backing, existing fading, or damage caused by prior poor cleaning methods. Where we identify a potential risk, we may decline to proceed, recommend a patch test, or suggest a modified treatment. Your decision to proceed after receiving such advice is taken at your own risk, to the extent permitted by law.

If you ask us to move furniture, appliances or other items, you agree that we are entitled to refuse to move anything that is excessively heavy, fragile, unstable, hazardous, or likely to cause injury or damage. Where items are moved, this will be done only if reasonably safe to do so. You remain responsible for securing valuables, removing fragile objects, and informing us of any hidden risks such as loose wiring, water damage, or floor weaknesses.

6. Customer responsibilities

To help us deliver the service effectively, you must provide a safe working environment. This includes reasonable access to water, electricity, and the areas to be cleaned, together with adequate lighting and ventilation where possible. You should also ensure that children and pets are kept away from the work area during the appointment. If the property has health or safety concerns, including mould, pests, bodily fluids, or biohazards, you must tell us before we attend.

Where suitable, you should vacuum loose debris before our arrival, remove personal items from the carpeted area, and identify any stains that are of particular concern. While we can often assist with spot treatment, some marks may need specialist products or additional time. If the surface has been recently treated with a DIY product, please inform us, as this may affect the outcome of the carpet cleaning service or increase the likelihood of colour change or residue issues.

You are also responsible for checking whether the service may affect tenancy conditions, insurance arrangements, or building management rules. We do not provide legal, letting, or insurance advice. If you are a tenant, landlord, or managing agent, you should ensure that you have authority to approve the work and that the service is suitable for the property’s condition and intended use.

7. Waste regulations and disposal

We will manage waste generated by our own operations in line with applicable UK waste regulations and environmental requirements. This includes disposing of small amounts of waste water or used materials in a responsible way, and avoiding any action that could cause pollution, drainage harm or contamination. We may use on-site disposal methods only where they are suitable and lawful. If waste handling needs to be adapted because of the property type or local restrictions, we will act accordingly.

You must not ask us to dispose of household waste, bulky items, hazardous materials or any other refuse that falls outside the normal scope of carpet and upholstery cleaning unless we have expressly agreed to do so and the disposal is lawful. We are not licensed to handle all categories of controlled waste. If unusual contamination is present, such as chemicals, sharps, bodily fluids, animal waste in significant quantities, or materials requiring specialist disposal, we may refuse the job or stop work immediately for safety and compliance reasons.

Where our work produces extracted wastewater, residues or contaminated materials, these will be handled using methods that are intended to minimise environmental impact. You agree to cooperate with any reasonable instructions relating to access to drains, water outlets, or disposal points. If the property layout prevents safe or lawful waste management, we may suspend the service until appropriate arrangements are made.

8. Complaints, defects and rework

If you are dissatisfied with any aspect of the service, you should notify us within a reasonable time after completion and before using the cleaned area extensively, where possible. This allows us to assess the issue while the work is still fresh and determine whether any further treatment is appropriate. We may ask for photographs, a description of the concern, and details of any products or substances that may have affected the result.

Where we accept that a fault in our workmanship has occurred, our preferred remedy may be to return and carry out reasonable corrective work. This is usually the first course of action before any refund is considered. We will not be obliged to revisit if the issue arose from circumstances outside our control, including hidden fibre damage, inaccurate information from the customer, normal drying variation, or stains returning due to pre-existing contamination from the underlay or subfloor.

Nothing in these terms limits your statutory rights as a consumer under applicable UK law. If a service has not been provided with reasonable care and skill, you may have legal rights to repeat performance or, in some cases, a price reduction. These rights apply only where the law gives them and are not expanded beyond what the law permits.

9. Force majeure and operational matters

We shall not be liable for delay or failure to perform any obligation where the delay or failure is caused by events beyond our reasonable control. These may include extreme weather, transport disruption, industrial action, utility outages, fire, flood, public health restrictions, or sudden unavailability of equipment or materials. In such circumstances, we will make reasonable efforts to minimise disruption and resume service as soon as practicable.

We may also pause or terminate work if continuing would create an unsafe, unlawful or unreasonable situation for our staff or for the property. This could include aggressive behaviour, dangerous premises, suspected asbestos, contamination risks, or the discovery of conditions that were not disclosed in advance. If work is stopped for safety reasons, you may still be responsible for any proportion of the service already completed and any non-recoverable costs incurred.

10. Governing law These New Eltham Carpet Cleaners terms and conditions are governed by the laws of England and Wales. Any dispute, claim or matter arising from or connected with these terms, the booking process, or the services provided shall be subject to the exclusive jurisdiction of the courts of England and Wales, except where consumer law requires otherwise. If any conflict arises between these terms and your statutory rights, your statutory rights will prevail.

11. General provisions

We may update these terms from time to time to reflect changes in law, business practice or service methods. The version in force at the time of your booking will normally apply to that booking, unless we agree a revised version with you. No variation to these terms will be effective unless it is made in writing or clearly confirmed by us in a durable form.

If we choose not to enforce any part of these terms on a particular occasion, that does not mean we waive our right to enforce it later. Any waiver must be confirmed clearly and in writing. These terms, together with your booking confirmation and any written service notes, form the entire agreement between us in relation to the relevant appointment, unless another agreement has been expressly made.

By proceeding with a booking, you confirm that you have read, understood and accepted these terms. If you are booking on behalf of another person or organisation, you confirm that you have authority to do so and that the person or organisation on whose behalf you act will comply with these terms. New Eltham Carpet Cleaners appreciates your cooperation and looks forward to providing a professional, reliable and carefully managed cleaning service.