Isleworth Carpet Cleaners Service Terms and Conditions
These Terms and Conditions set out the basis on which Isleworth Carpet Cleaners provides domestic and commercial carpet cleaning, upholstery cleaning, rug cleaning, stain treatment and related specialist cleaning services. By making a booking, the customer agrees to these terms in full, subject to any written variation confirmed in advance. These terms are intended to be fair, clear and legally practical, and they apply to all bookings unless a separate written agreement states otherwise.
For the purpose of these terms, “we”, “us” and “our” refer to Isleworth Carpet Cleaners, and “you” or “the customer” refers to the person making the booking, any person present at the property, and any business or organisation receiving the service. Where a third party pays on your behalf, the person making the booking remains responsible for ensuring the accuracy of the instructions and the availability of the property.
These terms apply to standard cleaning appointments, one-off specialist jobs, scheduled maintenance cleans and any additional services requested during the visit. They are designed to support a transparent service relationship, while recognising that every carpet cleaning service may vary depending on materials, room conditions, access, previous treatment and soil levels. Nothing in these terms affects your statutory rights as a consumer.
1. Booking Process
All bookings are made on the basis of the information supplied by the customer at the time of enquiry or confirmation. To arrange a service, you must provide accurate details regarding the type and quantity of items to be cleaned, the property condition, the presence of stains, soiling, special fibres, access limitations and any health, safety or parking considerations. If the information provided is incomplete or inaccurate, we may revise the quote, reschedule the appointment, or decline to proceed if the service cannot be carried out safely or effectively.
A booking is only confirmed once it has been accepted by us, either in writing, by electronic message or by another clear form of confirmation. Any time estimate given before attendance is approximate and may change due to traffic, previous jobs running longer than expected, equipment issues or property access delays. We will aim to arrive within the agreed period, but timing is not guaranteed unless expressly stated in writing as a fixed appointment.
The customer must ensure that the property is accessible at the agreed time and that any relevant instructions are communicated before the appointment. If keys, access codes, security procedures or parking arrangements are required, it is your responsibility to provide them in advance. We may refuse to begin work if access is unsafe, restricted or materially different from what was described when the booking was made.
2. Service Conditions and Customer Responsibilities
Before work begins, we may inspect the relevant areas, fabrics and surfaces to determine suitability for cleaning. Although we use professional methods and suitable equipment, we cannot guarantee removal of all stains, odours, ingrained marks, shading, pile distortion or pre-existing damage. Some materials can react unpredictably to moisture, heat, detergents or agitation. Where necessary, we may advise that an item should not be cleaned using the requested method if doing so could cause harm or produce an unsatisfactory result.
The customer is responsible for moving small, loose and personal items from the working area before the appointment, including fragile objects, ornaments, electrical items and valuables. Unless specifically agreed, we do not move heavy furniture, fitted appliances or items that require disconnection. If furniture moving is included, it will only be carried out where it is reasonably safe to do so and where the item can be moved without risk of damage to the item, the floor or the surrounding property.
You must tell us about any known hazards, infestations, flooding, damp, structural damage, electrical faults, pet waste or chemical contamination before we start. If we identify a condition that makes the work unsafe or unsuitable, we may suspend or cancel the appointment. In such circumstances, any fee already incurred for attendance or assessment may remain payable where reasonable.
3. Pricing and Payment
Quotes are usually based on the size of the job, the service requested, fabric type, condition of the surfaces and any additional treatment required. Unless expressly stated otherwise, all prices are subject to confirmation after inspection and may change if the actual work differs from the description provided at booking. Examples include heavier soiling, extra rooms, unexpected stains, the need for specialist products, or additional labour caused by difficult access.
Payment terms will be confirmed before or at the time of booking. We may require a deposit, a card pre-authorisation, or full payment in advance for some appointments, especially where specialist products or reserved time slots are involved. Unless otherwise agreed, payment is due on completion of the service and must be made by the method we accept at the time. Where payment is overdue, we reserve the right to charge reasonable recovery costs and any lawful interest that may apply.
Any discount, promotion or offer is subject to availability, can be withdrawn at any time, and cannot usually be combined with another promotion unless we have agreed this in writing. Prices stated in advance include only the services listed in the quotation or booking confirmation and do not cover extra work unless specifically added. If the customer requests additional tasks during the visit, these may be charged separately.
If an invoice is issued, it must be paid by the stated due date. We may withhold future bookings, final reports or related documentation until outstanding sums are settled. If a payment is reversed, disputed without valid reason, or charged back after service completion, we may treat this as a breach of contract and seek recovery of the amount owed, together with reasonable associated costs.
4. Cancellations, Rescheduling and Access Problems
You may cancel or reschedule a booking by giving us reasonable notice. Where notice is given sufficiently in advance, we will usually offer a new appointment date or, where relevant, refund any deposit paid, subject to any non-recoverable costs already incurred. If a cancellation is made at short notice, or if access is unavailable on arrival, we may charge a cancellation fee to cover travel, scheduling loss, labour allocation and preparation costs. The amount charged will be reasonable and proportionate to the circumstances.
If we need to cancel or reschedule due to illness, equipment failure, unsafe conditions, bad weather, staff shortage, transport disruption or other events beyond our control, we will notify you as soon as reasonably possible and offer an alternative appointment. We will not be liable for indirect loss resulting from such changes, but we will act in good faith to minimise inconvenience. If we are unable to complete the service because of repeated access issues or failure to provide accurate information, the appointment may be treated as cancelled by the customer.
Where we arrive at the property and cannot gain access within a reasonable time, or where the customer or an authorised representative is absent and no prior arrangement has been made, the booking may be marked as failed attendance. In that event, any deposit may be retained and further charges may apply if the full reserved time cannot be reallocated. We may also cancel or postpone work if the property condition, temperature, humidity or safety environment makes immediate cleaning inappropriate.
5. Liability and Limitations
We will perform our services with reasonable care and skill in accordance with applicable UK consumer law. If damage occurs as a direct result of our negligence, we will assess the matter fairly and may, at our discretion, offer repair, re-cleaning, or compensation up to the reasonable cost of the affected item or the relevant part of the service. We do not accept liability for pre-existing defects, normal wear and tear, hidden weaknesses, colour loss, shrinkage, dye migration, seam separation or damage caused by unsuitable materials.
Our responsibility does not extend to losses that are indirect, incidental or consequential, including loss of profit, loss of business, loss of use, inconvenience or emotional distress, except where such exclusion is not permitted by law. Nothing in these terms limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be limited or excluded.
Where the customer fails to disclose relevant risks, including fragile materials, pre-existing damage, contamination, poor repair work or prior unsuitable cleaning attempts, we cannot be responsible for resulting issues that would have been avoided had accurate information been provided. The customer should make sure that valuable, delicate or irreplaceable items are removed or protected before the service begins. Any claim for damage must be reported within a reasonable time and before the item is altered, repaired or discarded, so that we may inspect it properly.
6. Waste, Disposal and Environmental Compliance
In carrying out our services, we may generate wastewater, used cleaning materials, disposable cloths, extracted residue, packaging and other waste. We will handle waste in a responsible manner and in accordance with applicable waste management rules, environmental obligations and local disposal requirements. Wastewater and extracted contaminants will be disposed of only in a lawful and appropriate way, and we may choose the method of disposal that best reflects safety, hygiene and environmental standards.
The customer must not request or require any method of disposal that would breach law, public health rules or environmental controls. If the service produces waste that needs special handling because of contamination, infestation, bodily fluids, hazardous substances or other restricted material, we may refuse to continue, may charge an additional fee, or may require specialist disposal arrangements. We are not responsible for hidden hazardous waste present at the property unless we were specifically informed in advance and agreed in writing to deal with it.
Where the customer asks us to remove bags, packaging or disposable items from the property, this will only be done if it forms part of the agreed work or if additional charges are accepted in advance. We aim to reduce waste where practical, but the nature of professional carpet cleaning services means that some consumables and extraction residues are unavoidable. You remain responsible for any waste belonging to the property or generated by items outside the agreed scope of work.
7. Complaints, Re-cleaning and Disputes
If you are unhappy with the result, you should notify us as soon as reasonably possible and allow us the opportunity to inspect the issue. In appropriate cases, we may offer a re-clean or partial remedy where this is a reasonable response to the concern raised. This does not apply where the issue arises from pre-existing damage, wear and tear, improper use after cleaning, or failure to follow our aftercare advice.
Any complaint should be supported by relevant details and, where available, clear photographs taken before any further alteration to the item or area. We will investigate concerns in good faith and respond within a reasonable period. Where a dispute cannot be resolved informally, the matter may be dealt with through the courts of England and Wales, subject to the governing law provision below.
We encourage customers to raise any concern promptly so that practical steps can be considered before the matter escalates. Delayed complaints may be harder to assess fairly, especially where the item has since been used, moved or cleaned by another person. Nothing in this section affects any non-excludable rights available to consumers under applicable law.
8. Governing Law
These Terms and Conditions, and any dispute or claim arising out of or in connection with them, are governed by the laws of England and Wales. The parties agree that the courts of England and Wales shall have exclusive jurisdiction, except where consumer law provides otherwise. If any provision of these terms is found to be invalid, unlawful or unenforceable, the remaining provisions shall continue in full force to the extent permitted by law.
By booking a service with Isleworth Carpet Cleaners, you confirm that you have read, understood and agreed to these terms. They form the basis of the agreement between the customer and the service provider and should be read together with any written quotation, booking note or confirmation issued in relation to the specific appointment. Any variation must be agreed in writing and signed or confirmed by an authorised representative.
