Carpetcleaning EC2 Service Terms and Conditions
These service terms and conditions set out the basis on which Carpetcleaning EC2 provides professional carpet and upholstery cleaning services to domestic and commercial customers across the United Kingdom. By making a booking, confirming an appointment, or allowing work to proceed, the customer agrees to these terms. They are intended to be clear, fair, and practical, covering the full service relationship from booking through to completion, including payment, cancellations, liability, waste handling, and the law that applies. For the purposes of these terms, references to carpet cleaning, Carpetcleaning EC2, or our services include any related treatment, stain removal, deodorising, sanitising, protection application, and associated cleaning work agreed in advance.
These terms apply to all standard and specialist cleaning appointments unless we have expressly agreed different conditions in writing. Any variation must be confirmed before work begins. If a customer provides keys, access instructions, or authorises a representative to accept the service, that person is treated as having authority to act on the customer’s behalf. The customer remains responsible for ensuring that the premises are safe, accessible, and suitable for cleaning. We may refuse or suspend work where conditions are unsuitable, hazardous, or likely to cause damage, loss, or delay.
By booking with Carpetcleaning EC2, the customer confirms that they have read and understood these terms, including our limits of responsibility and the practical requirements needed for a successful clean. We aim to deliver a professional EC2 carpet cleaning service with transparency and care, but cleaning outcomes depend on the age, fibre type, condition, and prior treatment of the items being cleaned. No two materials respond in exactly the same way, and some stains or wear patterns may not be fully removable even where reasonable skill and care have been used.
1. Booking Process
Bookings may be made by phone, email, online form, or any other method we make available from time to time. A booking is not confirmed until we have accepted the job details and, where required, received a deposit or full prepayment. The customer must provide accurate information at the time of booking, including the number and type of rooms, rugs, stairs, upholstery items, any access restrictions, parking limitations, and any known issues such as pet contamination, heavy staining, recent flooding, mould, or damage. If the information given is incomplete or incorrect, the scope of work and the price may need to be adjusted.
We may offer estimated arrival windows rather than exact times. Such windows are approximate and may be affected by traffic, job overruns, weather, access difficulties, or unexpected operational issues. We will try to notify the customer of significant changes where reasonably possible, but we are not liable for delays outside our control. The customer should ensure that someone over the age of 18 is present, unless alternative arrangements have been agreed. If a service is booked at a property where no responsible adult is available to grant access or approve the work, we may treat that booking as a late cancellation or failed appointment.
Before the cleaning starts, the customer should remove fragile items, small valuables, loose ornaments, and any items that could obstruct the work area. We are not responsible for moving heavy furniture, fixed fixtures, or items that are too large, unstable, or unsafe to move unless this has been expressly agreed. Carpetcleaning EC2 may inspect the area on arrival and may adjust the service if additional protection, pre-treatment, or special equipment is required. If the customer asks us to proceed despite a warning, any resulting risk will remain with the customer to the extent permitted by law.
2. Prices and Payment Terms
Prices may be quoted as fixed rates, per-room rates, area-based rates, item-based rates, or based on an inspection of the property and its condition. Any quotation is based on the information available at the time and may change if the actual work differs from the description provided. Additional charges may apply for heavily soiled areas, excessive pet hair, awkward access, specialist stain treatment, sanitisation, weekend or out-of-hours attendance, parking costs, or extra labour requested on site. Where a quote is revised, we will explain the reason before continuing, unless urgent action is required to prevent damage.
Payment must be made in full according to the method and timing agreed at booking. We may require a deposit to secure an appointment, and we reserve the right to refuse to start work until payment arrangements are clear. Accepted methods may include bank transfer, debit card, credit card, or other agreed means. Cash may be accepted only where confirmed in advance. All payments must be made without deduction or set-off unless required by law. If an invoice is issued, it must be paid by the due date shown on the invoice. Late or unpaid balances may result in recovery action and any reasonable costs incurred in collecting the debt may be added where lawful.
For business customers, additional credit control terms may apply if agreed in writing. Where a customer fails to pay, we may suspend future bookings, withhold completion documents, or decline further work until the outstanding sum has been settled. Any promotional price, discount, or special offer applies only to the work specified and may be withdrawn where the customer changes the scope of the service. Prices quoted are normally exclusive of unusual remediation work unless otherwise stated. We do not guarantee that a quote will remain available indefinitely, and pricing may be updated from time to time to reflect labour, materials, and operating costs.
3. Cancellations, Rearrangements, and No-Access Situations
Customers may cancel or reschedule a booking by giving reasonable notice. If a cancellation is made within the agreed notice period, no fee may apply. If the customer cancels too late, fails to provide access, is not present when required, or refuses to allow the agreed work to proceed without good reason, we may charge a cancellation fee or lost-time charge to cover administration and travel costs. The amount of any charge will be reasonable and proportionate to the loss we incur. If a deposit has been paid, it may be retained in whole or part where permitted by law and where it reflects genuine costs.
We may also cancel or rearrange an appointment if circumstances make performance impossible or unsafe, including staff illness, vehicle breakdown, extreme weather, equipment failure, supply interruption, or any other event beyond our reasonable control. In such cases, we will aim to offer a new appointment at the earliest suitable time. We are not liable for indirect losses caused by rescheduling, provided we act in good faith and with reasonable care. Where an appointment is cancelled by us before work begins, any prepaid amount relating to the cancelled service will be refunded or credited unless we have already carried out part of the service or incurred non-recoverable costs.
Customer-initiated changes should be requested as early as possible. We cannot guarantee that every requested alteration can be accommodated, especially where specialist equipment, cleaning chemicals, or staff allocation has already been arranged. If the customer significantly changes the scope of the job on arrival, we may revise the price, rebook the appointment, or decline the added work if it cannot be completed safely or within the available time. A change in date does not remove the customer’s duty to comply with these terms, and all amended bookings remain subject to availability.
4. Service Standards, Liability, and Limitations
We will provide our cleaning services with reasonable skill and care using products and methods that we consider appropriate for the item or surface being treated. However, the customer acknowledges that cleaning is not an exact science. Some stains, odours, shading, pile distortion, colour transfer, wear marks, fibre damage, or pre-existing defects may remain visible after treatment. Natural fibres, delicate fabrics, older carpets, and previous repairs can react unpredictably to moisture, heat, agitation, or chemicals. Results may also depend on prior cleaning history and whether the item has been properly maintained.
To the fullest extent allowed by law, our liability is limited to direct losses caused by our proven negligence or breach of contract. We are not responsible for loss of profit, loss of business, loss of goodwill, or any indirect or consequential loss. Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot legally be excluded. Where we are found liable for damage to the customer’s property, our responsibility will normally be limited to the reasonable repair or replacement cost of the affected item, taking account of age, condition, and depreciation.
If a customer believes damage has occurred, they must notify us as soon as reasonably possible and no later than a reasonable time after completion of the work. The customer must allow us a fair opportunity to inspect the issue before any repair, replacement, or third-party action is taken. We will not accept responsibility for damage caused by pre-existing weakness, hidden defects, unsuitable materials, poor installation, or the customer’s failure to follow advice given on-site. Any verbal assurance given by a technician does not override these terms unless confirmed by an authorised representative in writing.
5. Customer Responsibilities and Access Conditions
The customer must provide a safe working environment with reasonable access to water, electricity, and entry points as required for the service. Surfaces should be free from obstacles as far as reasonably possible, and the customer should inform us of any risks such as loose flooring, broken fixtures, exposed wiring, infestation, excessive dampness, or hazardous materials. We may stop work if conditions are unsafe. If we are asked to move items, the customer accepts that minor marks, scuffs, or movement-related effects may occur where items are heavy, fragile, or already unstable, unless we have specifically agreed to full handling responsibility in writing.
Where parking restrictions, loading limits, lifts, stair access, or building rules may affect the service, the customer should notify us in advance. Additional time or cost arising from undisclosed access issues may be charged. The customer must also inform us of any health concerns that could affect the suitability of cleaning products, including allergies, sensitivities, recent renovations, or vulnerable occupants. Children and pets should be kept away from the work area until it is safe to re-enter. We may provide aftercare advice, and the customer agrees to follow any reasonable instructions relating to drying, ventilation, and use of the cleaned area.
If the customer asks us to work on items that are already damaged, badly worn, water-stained, or previously treated by another contractor, the risks are higher and the outcome may be limited. We may decline certain items if we believe the expected result is unlikely to justify the risk. In some cases, we may recommend spot testing before proceeding. Acceptance of a task after a warning does not create any guarantee of outcome. The customer remains responsible for deciding whether to proceed in light of the information provided.
6. Waste Regulations, Chemicals, and Environmental Handling
We operate in line with applicable UK waste and environmental obligations. This means that any waste generated by our work, such as packaging, disposable cloths, filter debris, or removed residues, will be handled responsibly and disposed of in accordance with relevant legal requirements. We aim to minimise waste, reuse appropriate materials where safe and practical, and choose cleaning methods that are effective without unnecessary environmental impact. Any waste left at the customer’s property that is not our responsibility remains the customer’s responsibility unless we have agreed otherwise.
Where our work involves contaminated materials, waste water, or items affected by bodily fluids, pet waste, mould, or other hazardous contamination, the customer must tell us in advance. Such work may require additional precautions, specialised products, and extra disposal procedures. We may refuse hazardous cleaning if we consider the task unsuitable or beyond the agreed scope. The customer must not ask us to dispose of prohibited materials, hazardous chemicals, sharp objects, or items that cannot lawfully be handled within the standard service. If specialist waste handling is required, additional charges may apply and separate arrangements may be needed.
Carpetcleaning EC2 uses cleaning solutions and equipment selected for their intended purpose, but some products may still affect delicate surfaces, finishes, or surrounding materials if used on unsuitable substrates. The customer should advise us of any flooring, fabric, or décor that may react badly to water, solvents, or detergents. We will take reasonable care to protect adjacent areas, but we cannot guarantee complete avoidance of overspray, tracking, or minor residue in a cleaning environment. Where environmentally preferable products are available and appropriate, we may use them as part of our normal operating practice.
7. Complaints, Force Majeure, and Final Legal Terms
If the customer has a complaint, they should raise it promptly so that we can investigate and, where appropriate, put matters right. We may ask for photographs, a description of the issue, and the chance to revisit the property. A complaint does not entitle the customer to withhold payment for undisputed work already completed. Any attempt to remedy a concern by a third party without giving us the chance to inspect may affect the ability to assess liability. We will always aim to resolve matters fairly and in line with the evidence available.
We are not responsible for failure or delay caused by events beyond our reasonable control, including but not limited to severe weather, fire, flood, power failure, industrial action, civil disturbance, government restrictions, supply-chain disruption, or any emergency that prevents normal operations. If such an event occurs, our obligations will be suspended for the period of the disruption. Where the event continues for a prolonged time, either party may cancel the affected service without penalty, save for payment for work already carried out or costs already incurred where lawful.
These terms are governed by the law of England and Wales, and any dispute arising from or connected with the services will be dealt with by the courts of England and Wales, unless mandatory law requires otherwise. If any part of these terms is found to be invalid or unenforceable, the remaining provisions will continue in full force. No failure or delay in enforcing a right under these terms shall be treated as a waiver of that right. By using our professional carpet cleaning services, the customer confirms acceptance of these terms and agrees that they form the basis of the contract between the parties.