Catford Carpet Cleaners Service Terms and Conditions
These Service Terms and Conditions govern the provision of carpet and fabric care services supplied by Catford Carpet Cleaners to domestic and commercial customers. By making a booking, confirming an appointment, or allowing work to begin, the customer agrees to these terms. They are intended to set clear expectations about the carpet cleaning service, the way appointments are arranged, how payments are handled, when cancellations may apply, and the limits of liability that form part of the agreement. These terms should be read together with any service quote, booking confirmation, and written notes agreed before work starts.
The terms below apply to all standard and specialist work, including upholstery cleaning, rug treatment, stain removal, and related fabric care services provided under the name Catford Carpet Cleaners. They are written for use in the United Kingdom and are intended to reflect typical consumer and business service arrangements. Nothing in these terms affects any rights that cannot lawfully be excluded under applicable UK law. Where a quote, estimate, or order summary contains specific variations, those written details will take priority over general wording in these conditions.
These conditions are designed to be practical and fair. They cover the responsibilities of the customer, the responsibilities of the service provider, and the standards expected from both sides. As with any professional carpet cleaning company, results can vary depending on material type, age of staining, previous treatment, wear, and environmental conditions. For that reason, the agreement focuses on reasonable care, transparent pricing, and a proper process for booking and completion rather than promises of perfection.
1. Booking Process
A booking is formed when the customer accepts a quotation or confirms an appointment and the service provider acknowledges that request. A booking may be made by phone, email, online form, or another written method accepted by Catford Carpet Cleaners. The customer must provide accurate information about the rooms, items, access conditions, flooring type, stains, parking restrictions, water supply, electrical access, and any other matters likely to affect the service. If the information given before the appointment is incomplete or inaccurate, the price, timing, or method of work may need to be revised.
All quotes are based on the details provided at the time of enquiry and may be subject to change if the actual conditions differ from those described. For example, a professional carpet cleaning service may require more time if there is heavy soiling, pet contamination, furniture that must be moved, or delicate materials needing special treatment. Any revised price will normally be explained before additional work is carried out. If the customer chooses not to proceed after a revised quote is offered, the provider may charge a call-out or inspection fee where this has been made clear in advance.
Appointment times are allocated in good faith, but exact arrival times may vary due to traffic, prior jobs, parking issues, or unforeseen operational delays. A reasonable time window may therefore be given rather than a guaranteed minute-by-minute arrival. The customer is expected to ensure that the property is accessible at the agreed time and that someone with authority to approve the work is available if required. If access is not possible, or the site is unsafe, the appointment may be cancelled and a wasted visit charge may apply.
2. Service Scope and Customer Responsibilities
Catford Carpet Cleaners will use reasonable skill and care in providing the agreed carpet care service, but the exact method used will depend on the condition of the material, the type of fibres, and any manufacturer instructions. The service may include vacuuming, pre-treatment, hot water extraction, low-moisture cleaning, or other suitable methods selected by the technician. The customer agrees that cleaning is a restorative process, not a replacement for the item’s age, design, or original condition.
The customer is responsible for removing fragile, valuable, or personal items from the work area before the appointment unless another arrangement has been agreed in writing. This includes small ornaments, electronics, paperwork, money, jewellery, and items that may be damaged by normal movement or cleaning activity. Where furniture must be shifted to access the carpet, the customer should identify items that are too heavy, fixed, unstable, or unsafe to move. The provider may refuse to move certain objects if doing so would risk damage or injury.
If pets, children, or other occupants are present, the customer must ensure that the work area remains reasonably clear and safe. The customer must also inform the provider of any hazards, including loose wiring, damp patches, fragile flooring, hidden damage, or contamination such as mould, urine, bodily fluids, or chemical residues. These matters are relevant to both the safety of the visit and the choice of cleaning products. Failure to disclose such issues may affect the outcome and may limit any claim in relation to damage or dissatisfaction.
3. Payments, Deposits and Charges
Unless agreed otherwise in writing, payment is due immediately on completion of the service. Catford Carpet Cleaners may accept bank transfer, card payment, cash, or other approved methods, but the accepted form of payment may vary by appointment. Where a deposit is requested, it will be stated at the time of booking and may be used to secure the appointment. Deposits are normally non-refundable where the customer cancels late or fails to provide access, although any legal rights that apply under UK consumer law remain unaffected.
Any price quoted before the appointment is based on the work described and on the assumption that the information supplied was accurate. Additional charges may apply where the customer requests extra rooms, additional stain treatment, deep cleaning for severe soiling, or other work not included in the original quotation. Where the provider identifies a material change in the scope of work upon arrival, the customer will be informed before work proceeds. If the customer declines the revised scope, the provider may charge for time spent on site and reasonable travel costs where permitted by law and previously disclosed.
Invoices should be checked promptly. If an amount is disputed, the customer should raise the issue as soon as reasonably possible and provide clear reasons for the query. Any undisputed balance remains payable on the original due date. Late payment may result in recovery action and reasonable administrative charges where these are lawful and have been clearly set out. No set-off or deduction may be made unless it has been agreed in writing or is required by law.
4. Cancellations, Rescheduling and Delays
The customer may cancel or reschedule a booking by giving reasonable notice. Where notice is given sufficiently in advance, Catford Carpet Cleaners may agree to rearrange the appointment without penalty. However, cancellations made close to the appointment time can cause genuine loss, especially where staff, equipment, and materials have already been allocated. For that reason, a cancellation fee may apply if the customer cancels within a short period before the booking or fails to attend the appointment, provided such charges are reasonable and communicated in advance.
If the provider needs to cancel or reschedule due to illness, vehicle issues, equipment failure, unsafe site conditions, or any other cause beyond reasonable control, the customer will be informed as soon as reasonably possible. In such circumstances, a new appointment will normally be offered. The provider will not be liable for indirect loss arising from a delay or rearrangement, provided that reasonable steps were taken to notify the customer and minimise inconvenience. Any refund due will be limited to sums paid for work not performed, except where the law requires otherwise.
Where access is delayed by the customer or by circumstances at the property, the appointment may be shortened, rescheduled, or charged in full if the delay prevents completion within the allocated time. Similarly, if the customer is not present when required to approve work or payments, the provider may wait for a reasonable period and then leave the site. In such cases, any wasted time or travel expense may be charged where it is fair and previously indicated.
5. Liability, Results and Limitations
The provider accepts responsibility for loss or damage caused by proven negligence, but only to the extent permitted by law. Catford Carpet Cleaners will not be responsible for pre-existing damage, wear and tear, poor prior installation, hidden defects, or deterioration caused by age, sunlight, moisture, or unsuitable previous treatments. Many fabrics and carpets react differently to cleaning, and some stains may be permanent or may reappear after treatment due to wicking, oxidation, or residue from prior cleaning products.
The service provider does not guarantee the complete removal of all stains, odours, allergens, or marks. This is especially true where the item has been heavily used, improperly maintained, or previously treated by another contractor or by the customer. The company may recommend no treatment, a limited test patch, or a cautious method where risk is identified. The customer acknowledges that natural fibres, antique textiles, unstable dyes, and delicate surfaces can behave unpredictably and may suffer shading, colour loss, shrinkage, pile distortion, or texture change even when reasonable care is used.
Nothing in these terms excludes liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any liability that cannot legally be excluded under UK law. Subject to that, the total liability of Catford Carpet Cleaners for any claim arising from one booking will be limited to the amount paid for the relevant service, or such other limit as may be required by law. The provider will not be liable for indirect, special, or consequential loss, including loss of profit, loss of business, or loss of opportunity.
6. Waste Regulations and Environmental Handling
The customer and provider must each comply with applicable waste-handling rules in the United Kingdom. Waste created during the service may include used cloths, empty containers, removed residues, contaminated materials, or items that are no longer fit for use. Catford Carpet Cleaners will dispose of waste in a lawful and responsible manner where disposal is part of the agreed service. The customer must not ask the provider to remove regulated waste, hazardous waste, or materials requiring special authorisation unless this has been specifically arranged in advance and can lawfully be handled.
If the service reveals contamination that may fall within special waste rules, such as bodily fluids, mould contamination, or chemical residues, the provider may suspend work and advise that specialist disposal or remediation is required. The customer remains responsible for declaring any known contamination before the appointment. Where chemical products are used, the customer agrees to allow normal ventilation, drying time, and safe re-entry into the treated area. The provider will use products and disposal methods that are suitable for the job, but cannot accept responsibility for misuse of treated waste by others after the appointment.
The customer must not place cleaned waste, used packaging, or contaminated materials into public bins or household waste streams if doing so would breach the applicable regulations. Where the provider leaves behind instructions or notices for safe drying, ventilation, or post-treatment care, those instructions should be followed. Failure to follow them may lead to re-soiling, odour, mould growth, or other issues for which the provider will not be responsible.
7. Complaints, Variations and Termination
The customer should inspect the completed work as soon as reasonably practical and raise any concern promptly. If a defect is alleged, the provider may request photographs, additional information, or the opportunity to return and inspect the area. Where a complaint is valid and relates to the service provided, Catford Carpet Cleaners may offer a re-clean, adjustment, or partial refund depending on the circumstances. The provider is not obliged to offer a remedy for issues caused by factors outside its control, including aftercare failures, recontamination, or the natural limitations of the material treated.
Any variation to the booking, including extra rooms, additional treatment, or a change to the agreed method, should be confirmed in writing where practical. Verbal changes may be acted upon during the visit, but written confirmation helps avoid misunderstanding. If the customer requests work that is unsafe, unlawful, or outside the provider’s competence, the provider may refuse that request without liability. Either party may end the agreement if the other commits a serious breach that cannot reasonably be corrected.
These Terms and Conditions may be updated from time to time. The version in force at the time of booking will usually apply to that booking unless a later written variation has been agreed by both parties. If any part of these terms is found to be unlawful or unenforceable, the remainder will continue to apply so far as possible. No failure or delay in enforcing a right will amount to a waiver of that right.
8. Governing Law
These Terms and Conditions, and any dispute or claim arising from them, are governed by the laws of England and Wales. The courts of England and Wales will have exclusive jurisdiction unless another court must be used by law. If the customer is based elsewhere in the United Kingdom, mandatory local consumer protections may still apply where relevant, but the governing law stated here will remain the default legal framework for the contract.
By proceeding with a booking, the customer confirms that they have read, understood, and agreed to these terms. The intention of Catford Carpet Cleaners is to provide a fair, transparent, and professionally managed carpet cleaning service with clear boundaries on scope, payment, and responsibility. These terms are designed to support a smooth service relationship and to ensure that both the customer and the provider understand their rights and obligations from the moment a booking is confirmed until the work is completed and paid for.
