Terms and Conditions for Carpet Cleaners Swisscottage

These Terms and Conditions set out the basis on which carpet cleaning services are provided by Carpet Cleaners Swisscottage and apply to all domestic and commercial bookings unless otherwise agreed in writing. By making a booking, the customer confirms that they have read, understood and accepted these terms. The purpose of this document is to create a clear service agreement covering the booking process, payments, cancellations, liability, waste handling, and the governing law that applies to the relationship between the customer and the service provider.

Carpet Cleaners Swisscottage may amend these Terms and Conditions from time to time, and the version applicable to a booking will normally be the version in force at the time the booking is confirmed. Any changes will not affect services already agreed unless required by law or unless both parties expressly consent. Customers are encouraged to review the terms carefully before confirming an appointment. These terms are designed to support a fair, transparent and professional service arrangement for carpet cleaning services in Swisscottage and surrounding areas.

For the avoidance of doubt, references to “the Company”, “we”, “us” or “our” mean the carpet cleaning service provider, while “you” or “the customer” means the person or organisation requesting the service. The service may include carpet cleaning, rug cleaning, stain treatment, deodorising, and related cleaning work, but only to the extent agreed during the booking process. These terms do not create any partnership, employment relationship, or agency relationship between the parties.

1. Booking Process

A booking with Carpet Cleaners Swisscottage is usually made after an initial enquiry, followed by a description of the premises, items to be cleaned, access arrangements, and any special requirements. The customer must provide accurate information about the carpets, including approximate sizes, fibre type if known, visible damage, stains, and any previous treatments or repairs. Where the customer supplies incomplete or incorrect information, the final price or the suitability of the service may need to be reviewed before the work begins.

Bookings are only confirmed when the Company accepts the request and provides confirmation by the agreed method. A provisional date or time is not a final commitment until it is confirmed. If the customer requests a particular time slot, we will make reasonable efforts to accommodate it, but exact arrival times cannot always be guaranteed because travel conditions, prior jobs, and unforeseen delays may occur. Unless otherwise stated, the service is based on standard working hours and normal access to the property.

To enable efficient delivery of carpet cleaning services, the customer must ensure that the property is reasonably prepared for the appointment. This may include moving smaller personal items, ensuring safe access to the rooms concerned, and informing us in advance of any parking restrictions, security procedures, or building rules that could affect attendance. If access is delayed or prevented due to circumstances within the customer’s control, the Company may charge for waiting time or treat the booking as a late cancellation.

2. Service Scope and Customer Responsibilities

The service will be carried out with reasonable care and skill in accordance with standard professional practice. However, carpet cleaning results can vary depending on the age of the carpet, the condition of the fibres, the type of stains, prior wear, and whether the carpet has been previously cleaned or treated. While we aim to achieve the best possible outcome, we do not guarantee the removal of every stain, mark, or odour, particularly where the issue is permanent, has set deeply into the material, or is caused by damage beyond routine cleaning.

The customer is responsible for identifying any known risks before work begins. This includes pre-existing damage, loose seams, fragile fibres, colour loss, water sensitivity, underfloor heating, or any hidden issues that could be affected by a wet-cleaning or low-moisture process. If the customer fails to disclose such matters, the Company will not be liable for loss or damage arising from those undisclosed conditions, provided the service was performed with reasonable care and in line with the information supplied.

Where necessary, the customer must keep pets, children, and other occupants away from the cleaning area for safety and to prevent re-soiling. The customer should also ensure that valuable items, fragile objects, and personal belongings are removed or protected before the appointment. If the Company considers that the condition of the carpet, the surrounding area, or the access arrangements make the service unsafe or impractical, we may suspend or refuse to proceed until the issue is resolved.

3. Payments and Charges

All prices quoted by Carpet Cleaners Swisscottage are based on the details provided at the time of booking. Unless otherwise agreed, quotations are estimates and may be adjusted if the actual work differs materially from the description given. Additional charges may apply if extra rooms, larger areas, heavy soiling, specialist stain treatment, parking costs, difficult access, or out-of-hours attendance are required. Any such additional charges will normally be explained before the work continues where reasonably practicable.

Payment is due in accordance with the method and timing agreed at the time of booking or on completion of the service. We may require a deposit for certain jobs, especially for larger bookings or appointments requiring special scheduling. Unless stated otherwise, payment must be made in full without deduction, set-off, or counterclaim. If a payment fails, is reversed, or is disputed without valid reason, the customer may be responsible for any associated bank or administrative costs permitted by law.

Late payments may result in suspension of further services and recovery action where necessary. Any discounts, promotional rates, or special offers are offered at our discretion and may be withdrawn at any time before confirmation. They do not create a continuing entitlement for future bookings. The customer remains responsible for ensuring that sufficient funds or an approved payment method are available on the service date. For commercial clients, separate invoicing terms may apply if agreed in writing.

4. Cancellations, Rescheduling, and Access Issues

A customer may cancel or reschedule a confirmed booking by giving reasonable notice. If notice is given sufficiently in advance, no cancellation fee may apply, although any non-refundable deposit may be retained where this was made clear at the time of booking. If a booking is cancelled at short notice, or if access is not available when the cleaner arrives, the Company may charge a cancellation fee to cover lost time, travel, and scheduling costs. The amount of any such fee will be reasonable and proportionate to the loss incurred.

We also reserve the right to cancel or reschedule a booking where circumstances beyond our control make attendance impossible or unsafe. Such circumstances may include severe weather, traffic disruption, staff illness, equipment failure, emergencies, or access problems at the property. In those cases, we will use reasonable efforts to offer an alternative time. The Company will not be liable for indirect losses caused by a cancellation or delay that is outside our control, provided we acted reasonably and promptly in the circumstances.

If the customer fails to provide adequate access, parking permission, keys, entry instructions, or other agreed arrangements, the booking may be treated as a late cancellation or a wasted visit. This applies whether the issue concerns the property itself or a third party responsible for access. It is the customer’s duty to make sure that the service can begin at the agreed time. Any repeated failure to honour bookings may result in refusal of future appointments.

5. Liability and Limitations

The Company accepts responsibility for loss or damage caused directly by our negligence, breach of contract, or failure to exercise reasonable care and skill, subject always to the limitations set out in these Terms and Conditions and to applicable law. However, we are not responsible for pre-existing faults, hidden defects, natural wear, or issues arising from poor manufacturing quality, unsuitable materials, or previous improper treatment. Liability is assessed in the context of the facts known at the time the service was performed.

Nothing in these terms limits or excludes liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot legally be limited or excluded. In all other respects, our liability will be limited to the amount paid or payable for the particular service giving rise to the claim, to the extent permitted by law. We will not be liable for any indirect or consequential loss, loss of profit, business interruption, loss of opportunity, or emotional distress.

The customer should inspect the work as soon as reasonably practical after completion and raise any concerns without delay. If an issue is reported, we may request an opportunity to inspect the area and, where appropriate, to re-clean or otherwise remedy the problem before any claim is pursued. Failure to allow a reasonable opportunity to resolve the matter may affect the availability or scope of any remedy. This approach is intended to support fair handling of service concerns while keeping the process efficient and proportionate.

6. Waste Regulations and Environmental Handling

During carpet cleaning services, waste water, removed debris, and soiled materials may be generated. The Company will handle such waste in accordance with applicable UK environmental and waste regulations, using lawful and responsible disposal methods. We will not knowingly discharge waste in a way that breaches environmental rules or local disposal requirements. Where specialist disposal is required because of contamination, hazardous substances, or unusual debris, the customer may be responsible for any additional cost, provided this is explained in advance where reasonably possible.

The customer must disclose any contamination, bodily fluids, mould, chemicals, pests, or other hazardous materials that may affect the service or the disposal process. We are not obliged to clean items that pose a health and safety risk unless the work has been expressly agreed and suitable precautions are in place. If hazardous waste is encountered unexpectedly, we may suspend the job until the appropriate measures are taken. The Company may also refuse to process, move, or dispose of materials that fall outside ordinary carpet cleaning services.

Any packing materials, disposable coverings, and other non-reusable items used in connection with the service may be removed by the Company if appropriate. Where the customer requests the retention or return of certain materials, this should be agreed in advance. The customer remains responsible for the safe handling of any household waste, furniture movement debris, or items not directly generated by our cleaning activity. We encourage responsible waste minimisation and environmentally considerate service delivery at all times.

7. Complaints, Remedies, and Final Provisions

If the customer believes that the service has not been delivered in accordance with these terms, they should notify us as soon as possible and provide a clear description of the issue. We may request photographs or other information to assess the matter fairly. Where a valid complaint is established, the usual remedy may include a re-clean, partial refund, or other appropriate adjustment, depending on the circumstances and the nature of the issue. The remedy offered will be reasonable and proportionate.

These Terms and Conditions are governed by the laws of England and Wales. Any dispute arising out of or in connection with the services shall be subject to the exclusive jurisdiction of the courts of England and Wales, except where the law requires otherwise. If any part of these terms is found to be invalid or unenforceable, the remaining provisions will continue in full force and effect. This ensures that the agreement remains workable even if one clause requires legal adjustment.

The customer’s statutory rights are not affected by anything in these Terms and Conditions. Any omission or failure by the Company to enforce a provision on one occasion does not amount to a waiver of that provision on any later occasion. These terms are intended to support a professional, fair, and lawful service framework for carpet cleaning services, rug care, and related cleaning work. By proceeding with a booking, the customer acknowledges that they have understood the terms and agree to be bound by them.