Terms and Conditions for Coney Hall Carpet Cleaners

These Terms and Conditions set out the basis on which Coney Hall Carpet Cleaners provides domestic and commercial carpet and soft furnishing cleaning services in the UK. By making a booking, the customer agrees to these terms, which are intended to create a clear, fair, and practical agreement between the parties. They apply to all service bookings, quotations, site visits, cleaning appointments, and related communications, unless a separate written agreement states otherwise. The purpose of these terms is to explain how bookings are made, how payments work, when cancellations may occur, what liability is accepted or excluded, and how waste is handled in line with applicable law.

In these terms, references to “we”, “us”, and “our” mean Coney Hall Carpet Cleaners, and references to “you” or “the customer” mean the person, business, landlord, tenant, agent, or representative who makes the booking or requests the service. The person placing the order confirms that they are authorised to do so and that they accept these terms on behalf of the property owner or lawful occupier where relevant. Any variations must be agreed in writing and confirmed by us before they take effect.

These terms are designed to support a professional carpet cleaning service that is carried out with reasonable care and skill. However, carpet and fabric cleaning can involve limitations due to material age, prior wear, hidden defects, staining, and pre-existing damage. Accordingly, no service guarantee can override the practical realities of cleaning textiles. Customers are therefore encouraged to read these terms carefully before confirming any cleaning appointment.

Booking Process
Bookings may be made by phone, email, online request form, or other agreed method. A booking is not confirmed until we have accepted it and, where requested, received any deposit or advance payment. Quotations are based on the information supplied by the customer and may be adjusted if the actual condition, size, number of rooms, access, or required cleaning method differs from what was described at the time of booking. Any quotation is valid for a stated period only, or if no period is stated, for a reasonable time subject to availability and price changes.

When booking a carpet cleaner in Coney Hall or elsewhere in the UK, you must provide accurate and complete information about the property, the items to be cleaned, any stains, material sensitivity, parking restrictions, access issues, pets, hazards, or health and safety concerns. We reserve the right to refuse or postpone attendance if the information provided is misleading, incomplete, or if the site conditions make the service unsafe or unsuitable. Any estimate of duration, dry time, or outcome is approximate only and may vary depending on the carpet type, room layout, weather, ventilation, and level of soiling.

If the customer requests additional work on the day of service, such as treating extra rooms, upholstery, rugs, or spot treatment beyond the original booking, such work will be charged separately at our current rates or at a price agreed before work begins. The customer must ensure that the areas to be cleaned are reasonably accessible and that fragile, valuable, or loose items are removed or protected beforehand. We are not responsible for moving heavy furniture unless this has been expressly agreed in advance. Any agreement to move items is subject to our discretion and to safe working practices.

Payments
Prices are normally quoted in pounds sterling and may be subject to VAT where applicable. Payment terms will be explained at the time of booking or on the invoice. Unless otherwise agreed, payment is due on completion of the service or before the appointment where prepayment has been required. We may request a deposit to secure the booking, particularly for larger jobs, repeat visits, or appointments during busy periods. Deposits may be non-refundable in certain cancellation circumstances, as set out below.

Accepted payment methods may include bank transfer, debit card, credit card, cash, or any other method we have agreed in advance. If payment is not made when due, we may charge reasonable late payment interest and recovery costs in accordance with applicable UK law for business customers, and we may suspend future services until the account is settled. Any administrative charges, parking fees, congestion charges, tolls, or special disposal costs incurred at the customer’s request or due to site requirements may be added to the final invoice where appropriate and reasonable.

We aim to keep pricing transparent for all professional carpet cleaning work. If we discover during the appointment that the job will take significantly longer or require specialised products or equipment beyond the original scope, we will discuss the revised price before proceeding where reasonably practicable. The customer’s agreement to continue will be treated as acceptance of the updated charge. Discounts, promotional prices, or package offers may be withdrawn or changed at any time before a booking is confirmed.

Cancellations and Rescheduling
The customer may cancel or reschedule a booking by giving reasonable notice. If notice is provided sufficiently in advance, we will usually offer a new appointment date subject to availability. Where a deposit has been paid, we may retain all or part of that deposit if the cancellation causes us loss, particularly if the appointment was scheduled specifically for the customer and could not be rebooked. The exact amount retained will depend on the timing of cancellation and any costs already incurred.

Cancellations made at short notice, including same-day cancellations or failure to provide access at the agreed time, may result in a call-out fee or the full service charge where our time has been reserved and attendance made. This is especially relevant where staff, equipment, or specialist products have already been allocated. If we need to cancel or reschedule due to illness, vehicle failure, equipment problems, adverse weather, or other unforeseen circumstances, we will contact the customer as soon as reasonably possible and arrange an alternative date. We are not liable for indirect losses arising from such changes, provided the cancellation was made in good faith and with reasonable notice.

If the customer repeatedly changes appointments, fails to attend, or provides access that is materially unsuitable, we may decline further bookings. A carpet cleaning service relies on proper preparation and access, and missed appointments can create avoidable costs. To minimise disruption, the customer should ensure that the nominated person is available, that keys or access codes are ready if needed, and that any relevant building or property rules are followed. Any cancellation rights under consumer law that cannot lawfully be excluded will continue to apply.

Service Standards and Liability
We will carry out services with reasonable care and skill using suitable equipment and products. However, results may vary according to the condition and type of carpet or fabric, the age of the fibres, previous cleaning history, and the nature of any stain or odour. Some marks, including permanent staining, dye transfer, water marking, wear patterns, pet damage, or chemical damage, may not be removable. We do not guarantee the removal of every stain or the restoration of heavily worn items to a like-new condition.

The customer is responsible for informing us of any known risks, including delicate materials, non-colourfast dyes, underlay issues, pre-existing damage, loose seams, tack strip problems, moth damage, mould, or items that have previously been cleaned with unsuitable products. Where appropriate, we may carry out a test patch before cleaning. If the customer instructs us to proceed against our recommendation, that decision will be at the customer’s own risk. Nothing in these terms excludes liability for death or personal injury caused by our negligence, fraud, fraudulent misrepresentation, or any other liability that cannot be excluded by law.

Liability is limited to the direct loss or damage caused by our proven negligence, breach of contract, or failure to exercise reasonable care and skill. We will not be liable for indirect or consequential losses, including loss of profit, loss of business, loss of enjoyment, or inconvenience, except where such exclusion is prohibited by law. Where damage is caused by our fault and liability is established, our responsibility will normally be limited to repair, re-cleaning, replacement value subject to fair wear and tear, or the amount paid for the affected item or service, whichever is lower and reasonable in the circumstances.

Customer Obligations
The customer must ensure that the property is safe and ready for cleaning. This includes removing small items, fragile objects, breakables, valuables, and any material that could be damaged by vibration, moisture, or cleaning agents. Floors should be accessible and any obstacles should be cleared where possible. If pets are present, they should be secured away from the work area. We are not responsible for loss or damage to items left in the cleaning area unless such loss or damage is directly caused by our negligence.

The customer must also ensure that there is adequate water, electricity, lighting, ventilation, and access for the work to be completed. If an appointment cannot proceed because essential utilities are unavailable or the area is unsafe, the service may still be charged in part or in full to cover lost time and travel. Any instruction given by the customer on-site will be treated as authority to proceed, provided it is lawful and within the agreed scope of work. If there are multiple residents, occupiers, or business representatives involved, the person booking confirms that they are authorised to consent on behalf of all relevant parties.

For any carpet cleaning company terms to work fairly, both sides must act reasonably. We expect customers to inspect completed work promptly and raise any concern within a reasonable time. If a problem is reported, we may request photographs or a return visit before making any decision. Wear and tear, long-standing marks, and issues caused by pre-existing conditions do not amount to a breach of contract. Any complaint will be reviewed honestly and in good faith, but a refund will not automatically be due if the service was delivered properly.

Waste Regulations and Environmental Handling
We comply with applicable UK waste and environmental requirements in the course of our operations. Wastewater, dirty solution, collected debris, used materials, and any disposable contamination generated during cleaning will be handled responsibly and disposed of in a lawful manner. We will not knowingly discharge waste in a way that breaches environmental rules, drainage restrictions, or property-specific disposal instructions. The customer must tell us about any special site requirements that affect drainage, sanitation, or waste handling before the appointment begins.

Where equipment or processes produce waste that must be removed from the premises, we may take reasonable steps to contain and transport that waste safely. Packaging, empty containers, and consumables may be recycled or discarded in accordance with our standard procedures and the law. If the customer requests the disposal of carpets, underlay, rugs, upholstery, or related materials, this may be treated as a separate service and may require additional charges, legal checks, or confirmation that the items may be disposed of at an authorised facility.

Waste regulations may also apply to biohazards, heavily contaminated items, mould-infested materials, or substances that require specialist handling. We are not obliged to clean or transport items that we reasonably believe would place us in breach of environmental or health and safety obligations. In such cases, we may refuse the work or recommend that a specialist contractor be engaged. The customer must not ask us to dispose of prohibited materials unless prior written agreement has been obtained and all legal requirements can be met.

Data, Access, and Third Parties
Any personal information supplied for booking and service administration will be used only for legitimate business purposes such as scheduling, invoicing, record keeping, and service follow-up. We will handle such information in line with applicable UK data protection laws. We may also use subcontractors or agents to perform or assist with services, provided they are instructed to act in accordance with these terms and our quality standards. The customer agrees that such third parties may enter the property for the purpose of completing the work where needed.

Where access is provided by key, code, fob, concierge, building manager, tenant, or agent, the customer accepts responsibility for ensuring lawful access and authority. We are not liable for delays caused by restricted access, building rules, lift issues, parking limitations, or security procedures outside our control. If third-party permissions are required, the customer must obtain them in advance. We may suspend or end the appointment if access remains unavailable after a reasonable waiting period, and a charge may apply for the wasted visit.

These terms are intended to operate alongside any consumer rights that apply under UK law. Nothing in these terms is intended to reduce rights that cannot be excluded, including statutory rights in relation to services supplied with reasonable care and skill. If any provision is found to be invalid or unenforceable, the remainder of the terms will continue in full force. A failure by us to enforce any clause immediately will not amount to a waiver of that clause or any other right.

Governing Law and General Provisions
These terms and any dispute or claim arising from them, whether contractual or non-contractual, are governed by the law of England and Wales. The parties agree that the courts of England and Wales will have exclusive jurisdiction, unless consumer law or another mandatory rule requires otherwise. If the customer is based in another part of the UK, these terms will still be interpreted in accordance with the same governing law to the fullest extent permitted.

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 booking will apply to that booking unless a later version is expressly agreed. Customers are responsible for reviewing the terms before confirming a new appointment. Coney Hall Carpet Cleaners reserves the right to decline, suspend, or end any service where the customer acts abusively, unlawfully, or in a way that makes completion impractical or unsafe.

By proceeding with a booking, the customer confirms that they have read, understood, and agreed to these terms and conditions. These provisions are intended to support a clear and reliable UK carpet cleaning service relationship, balancing customer expectations with the practical realities of professional cleaning work. If any special arrangement is required, it must be agreed in writing before the appointment starts. The contract is formed when we confirm the booking and remains in force until the service is completed and any outstanding sums are paid.