New Cross Carpet Cleaners Terms and Conditions
These Terms and Conditions set out the basis on which New Cross Carpet Cleaners provides domestic and commercial carpet cleaning, upholstery cleaning, stain removal, and related cleaning services. By making a booking, you agree to be bound by these terms in full. If you do not accept any part of these terms, you should not proceed with a reservation or permit work to begin. These terms are intended to be clear, fair, and consistent with applicable UK law. They apply to all service orders unless we agree a separate written arrangement.
For the purposes of these terms, references to “we”, “us”, and “our” mean New Cross Carpet Cleaners. References to “you” and “your” mean the customer, client, occupier, or person requesting the service. A booking may be made by a homeowner, tenant, landlord, managing agent, business, or other authorised representative, but the person placing the order is responsible for ensuring they have authority to do so. Where the service is arranged for a third party, you remain responsible for payment unless we have expressly agreed otherwise in writing.
These terms are designed for a UK service environment and should be read alongside any written quotation, booking confirmation, or job-specific notes. If there is any inconsistency between these terms and a signed written agreement, the written agreement will prevail only to the extent of that inconsistency. Nothing in these terms limits your statutory rights as a consumer where such rights cannot lawfully be excluded or restricted.
1. Booking Process
A booking is only confirmed once we have accepted your request and, where applicable, received any required deposit or advance payment. Enquiries may be made by phone, email, online form, or other agreed method, but no enquiry should be treated as a guaranteed appointment until we confirm it. A quotation may be provided based on the information you supply, including room size, fibre type, soil level, access conditions, parking arrangements, and any special treatment required. If the information supplied is incomplete or inaccurate, the final price and attendance time may change.
When placing a booking for carpet cleaning services, you must provide accurate details about the property, the areas to be cleaned, the condition of the items, and any hazards or restrictions that may affect performance of the work. You should also tell us whether there are pets, vulnerable persons, delicate flooring, recent renovations, water damage, or previous stain treatments. We may decline or reschedule a job if the premises are unsuitable, if access is unsafe, or if the requested work falls outside our operational scope.
We reserve the right to adjust the schedule or the price if the actual service requirements differ from those described at the time of booking. This may include additional rooms, unexpected upholstery items, severe contamination, excessive furniture moving, or the need for specialist products. Where a change materially affects the job, we will aim to inform you before carrying out the additional work. If you choose not to proceed, we will complete only the originally agreed scope where reasonably practicable.
2. Access, Preparation, and Customer Responsibilities
You are responsible for ensuring that the property is ready for the agreed time of attendance and that we have reasonable access to the work area. This includes providing entry, keeping pathways clear, arranging parking where necessary, and ensuring electricity and water are available unless we have agreed otherwise. If a delay occurs because access is not available, the appointment may be rescheduled and a call-out or waiting charge may apply. We may also charge for wasted journey time where attendance is prevented by circumstances within your control.
Before work begins, you should remove small personal items, fragile objects, and valuables from the area to be cleaned. Unless otherwise agreed, you must lift or relocate lightweight furniture and items that are not part of the service. We may assist with moving certain items at our discretion, but we are not obliged to move heavy, fixed, or unstable furniture, and we may refuse to do so where there is a risk of damage or injury. Please note that carpet cleaning can sometimes reveal pre-existing defects, wear, fading, or stains that were previously hidden by furniture.
To support safe and effective carpet care services, you should notify us of any known pre-existing damage, including loose seams, weak backing, rot, burns, dye instability, shrinkage risk, or prior cleaning attempts. We will use reasonable skill and care, but certain materials require special handling and some results cannot be guaranteed. Natural fibres, antique rugs, and heavily soiled items may respond differently from synthetic carpets. If we believe the service may cause disproportionate risk, we may refuse or limit the work.
3. Payments and Pricing
Prices are normally quoted on the basis of the information provided at the time of booking and may be stated as fixed prices, minimum charges, or estimates. A fixed price remains subject to any agreed changes in scope, access, or condition. An estimate is not a guarantee and may be revised where the actual work required is higher than expected. All prices are stated in pounds sterling unless otherwise indicated, and any applicable taxes will be shown where required by law.
Payment is due at the time stated in the booking confirmation or immediately upon completion of the service unless we agree another payment arrangement in advance. We may request a deposit for larger jobs, recurring services, commercial work, or appointments booked at short notice. Deposits are generally non-refundable where you cancel outside the permitted cancellation period or where we have reserved time and resources specifically for your booking, subject always to applicable consumer law.
We accept payment by the methods made available at the time of booking. If payment is not received on the due date, we may charge reasonable recovery costs and interest where permitted by law. We also reserve the right to suspend future services, withhold follow-up appointments, or decline further bookings until outstanding sums are paid in full. Any discount, promotion, or special offer is valid only for the terms stated and may be withdrawn or amended for future bookings.
4. Cancellations, Postponements, and Non-Attendance
You may cancel or reschedule a booking by giving notice within a reasonable time before the appointment. For consumer bookings made at a distance or off-premises, any statutory cooling-off rights will apply where legally available, although these may be affected if you request us to begin work within the cancellation period. If you ask us to start before the end of the cooling-off period, you may be required to pay for work already carried out if you later cancel in accordance with applicable law.
If you cancel after we have already incurred costs, prepared specialist materials, or allocated a team and vehicle specifically for your appointment, we may charge a cancellation fee that reflects our reasonable loss. The amount will depend on how much notice you give and what preparations have been made. If you postpone an appointment repeatedly or fail to provide access on the agreed date, we may treat the booking as cancelled and apply a charge for wasted time.
If we need to cancel or reschedule, we will try to give you as much notice as reasonably possible and offer an alternative date. We will not be liable for inconvenience caused by events outside our reasonable control, including severe weather, vehicle breakdown, staff illness, traffic disruption, or supply issues. In the event of force majeure, our obligations will be suspended for the duration of the event to the extent reasonably necessary.
5. Liability and Service Limitations
We will carry out the services with reasonable care and skill. However, you acknowledge that cleaning work can involve variables beyond our control, including pre-existing damage, manufacturing defects, hidden stains, previous chemical treatment, and fibre sensitivity. We do not guarantee the complete removal of all stains, odours, or marks, nor do we guarantee that carpets or fabrics will dry within a specific time unless we expressly state otherwise. Results may vary depending on material type, age, condition, and environmental factors.
Our liability for loss or damage will be limited to the extent permitted by law. Nothing in these terms excludes or limits liability for death or personal injury caused by our negligence, fraud, fraudulent misrepresentation, or any other matter that cannot legally be limited. Subject to that, we will not be liable for indirect, incidental, or consequential losses, loss of profit, loss of business, or loss of anticipated savings arising from the provision or non-provision of services.
Where we are found liable for damage to property, our liability will ordinarily be limited to the lesser of the reasonable cost of repair, professional restoration, or replacement value, taking account of wear and tear and the item’s pre-existing condition. You must notify us of any alleged issue within a reasonable time after the service and before the item is further cleaned, repaired, or altered by another party. Failure to give timely notice may affect our ability to inspect the matter and may reduce or extinguish any claim.
6. Waste Handling and Environmental Compliance
We aim to operate in a responsible manner and to comply with applicable waste management and environmental rules. Waste generated during a cleaning job may include dirty water, used cloths, disposable materials, packaging, and residues from cleaning agents. We will handle such waste in line with good practice and relevant legal requirements. You agree not to ask us to dispose of materials that are unlawful, hazardous, or unrelated to the agreed service unless we have expressly agreed to do so and are permitted to lawfully handle them.
Where the service involves the removal of waste water, soil, or contaminated material, we may determine the most suitable lawful disposal method based on the site, the substance involved, and applicable regulations. We will not intentionally discharge waste in a way that breaches environmental law, drainage rules, or site restrictions. If you require proof of disposal arrangements, this must be requested in advance and may be subject to an additional charge if record-keeping or specialist handling is required.
Any items you ask us to remove from the premises remain your responsibility until collected or disposed of in accordance with the agreed terms. We are not responsible for waste left on site by other contractors, occupiers, or third parties. If we believe a situation raises environmental, health, or safety concerns, we may stop work until the issue has been resolved. You are responsible for informing us of any relevant site-specific rules, including building management requirements or local disposal restrictions that affect the service.
7. Complaints, Inspections, and Follow-Up Work
If you believe the service has not been carried out properly, you should notify us as soon as reasonably possible after completion and before arranging any third-party intervention. We may ask to inspect the affected area, review photographs, or return to site to assess the issue. Where a genuine service fault is identified and the complaint is made promptly, we may at our discretion offer a re-clean, partial refund, or another reasonable remedy, subject to your statutory rights.
Complaints will not normally be upheld where the issue relates to pre-existing damage, unsuitable carpet condition, omitted information, or changes made after the job was completed. We are also not responsible for ordinary re-soiling caused by normal use, poor ventilation, leaks, or contamination arising after the service. If you request additional treatment after completion, that work will be treated as a new booking and charged separately unless we agree otherwise in writing.
Any advice we give about aftercare, drying, or maintenance is provided in good faith, but it does not form a guarantee unless specifically confirmed in writing. The same applies to any estimate of service duration, drying time, or restoration outcome. You remain responsible for protecting cleaned areas after we leave, including keeping foot traffic to a minimum until surfaces are sufficiently dry.
8. Governing Law and General Provisions
These terms, and any dispute or claim arising out of or in connection with them, shall be governed by and interpreted in accordance with the laws of England and Wales. If you are a consumer resident in another part of the UK, you may also benefit from mandatory local consumer protections where those protections apply. Nothing in these terms is intended to remove any rights you may have under applicable consumer legislation.
If any provision of these terms is found to be invalid, unlawful, or unenforceable, that provision shall be deemed modified to the minimum extent necessary to make it valid, lawful, and enforceable, and the remaining provisions shall continue in full force. No failure or delay by us in enforcing any right or remedy shall constitute a waiver of that right or remedy. Any waiver must be given in writing to be effective.
The headings in these terms are for convenience only and do not affect interpretation. We may update or revise these terms from time to time, and the version in force at the time of your booking will apply to that booking unless a newer version is expressly agreed. By proceeding with a booking for New Cross Carpet Cleaners, you confirm that you have read, understood, and accepted these terms and conditions in full.