Terms and Conditions

Custom House Carpet Cleaners provides professional carpet and upholstery cleaning services to domestic and commercial customers in the UK. These terms and conditions set out the basis on which our carpet cleaning services are supplied, including how bookings are made, how payments are handled, when cancellations may apply, the limits of our liability, and the rules that govern waste disposal and compliance. By confirming a booking, the customer agrees to be bound by these terms.

These terms apply to all carpet cleaning services, including standard cleaning, stain treatment, deodorising, stain protection, and related add-on services where agreed in writing or verbally at the time of booking. If there is any inconsistency between an estimate, quotation, or service note and these terms, these terms will prevail unless we expressly agree otherwise in writing. Nothing in these terms affects your statutory rights under UK consumer law.

In these terms, “we,” “us,” and “our” refer to Custom House Carpet Cleaners, and “you” or “the customer” refer to the person, business, landlord, tenant, or representative booking the service. The phrase “carpet cleaning” may also include rug cleaning, upholstery cleaning, and related fabric care where those services are specifically requested and accepted by us.

1. Booking Process

All bookings are subject to availability and acceptance. A booking is only confirmed when we have received the relevant details and have accepted the job, whether by email, message, telephone confirmation, or another agreed method. We may request information before accepting a booking, including the property type, number of rooms or items, parking restrictions, access conditions, fibre type, and any known soiling or damage. This information helps us assess the work and provide an accurate service.

When you make a booking for carpet cleaners in Custom House, you must ensure that all information provided is true, accurate, and complete. If the condition of the carpets, site access, or cleaning requirements differ from what was described, we may adjust the price, revise the scope of work, or decline to proceed if safe and effective cleaning is not possible. We reserve the right to refuse bookings where there is evidence of unreasonable risk, infestation, unsafe conditions, or a need for specialist remediation outside our normal service.

2. Estimates and Scope of Work

Any estimate or quotation provided by Custom House carpet cleaners is based on the information supplied at the time and is not a fixed final price unless expressly stated. Additional charges may apply where the actual work differs from the description provided, for example where access is restricted, extra heavily soiled areas are found, or additional treatment is requested on site. We will normally explain any material change in cost before continuing with the work where reasonably practicable.

The service is intended to improve the appearance and hygiene of carpets and related fabrics, but we do not guarantee complete removal of all stains, odours, wear patterns, or pre-existing damage. Some fibres and dyes may be sensitive to water, heat, chemistry, or agitation. You acknowledge that results can vary depending on the carpet type, age, previous treatment, pile condition, and environmental factors. Cleaning services are performed on a best-efforts basis using professional methods appropriate to the material and condition observed.

Where a customer requests special treatment, such as stain removal or protection application, we will act with reasonable care but cannot guarantee a full cure or permanent effect. The term “deep carpet cleaning” may be used to describe an intensive process, but the exact outcome depends on the specific item and does not amount to a promise that every mark will disappear. We may decline to use certain chemicals or methods if we believe they could damage the item or surrounding surfaces.

3. Access, Preparation, and Customer Responsibilities

You must ensure that we have safe, reasonable access to the property and to the areas to be cleaned at the agreed time. This includes arranging parking where necessary, moving fragile items if required, and ensuring that pets, children, and unauthorised persons are kept away from the working area. We may ask you to clear small items, breakables, and valuables before arrival. If items are not removed and are damaged because they were left in the work area contrary to our instructions, we may not be responsible.

You are responsible for disclosing any known issues that may affect the service, including hidden damage, water leaks, loose flooring, weak seams, stains from bleach or dyes, mould, infestation, or electrical risks. If we identify a concern during the visit, we may pause, alter, or stop the work to avoid damage or injury. Any delay caused by inadequate access, missing information, or the need to move furniture not included in the service may result in additional time charges or a revised appointment.

It is your responsibility to make sure the site is suitable for cleaning. For example, newly laid carpets, fragile natural fibres, and items with manufacturer restrictions may need special care or may be unsuitable for standard treatment. If you are unsure, you should review any care instructions before booking. We will use reasonable care and skill, but the customer remains responsible for the suitability of the carpet or fabric for the requested service.

4. Payments

Payment terms will be confirmed at the time of booking or on the day of service. Unless otherwise agreed, payment is due immediately upon completion of the work. We may accept payment by cash, bank transfer, card, or another agreed method. Where a deposit has been requested, the booking may not be secured until the deposit is received. Deposits may be non-refundable in accordance with the cancellation terms below, especially where a slot has been reserved specifically for you.

If payment is not made when due, we reserve the right to charge reasonable recovery costs permitted by law and to suspend future bookings until outstanding sums have been settled. If you are a business customer, late payment interest may apply at the statutory rate or the rate agreed in writing, whichever is applicable. Any dispute regarding the quality of work does not entitle you to withhold payment for the undisputed portion of the service that has been properly delivered.

If additional work is approved during the visit, that work will be charged in addition to the original booking price. Any quoted price may assume standard room sizes, normal soil levels, and ordinary access. Where a property requires extended labour, specialist pre-treatment, or extra drying support, the final cost may increase accordingly. We will act fairly and communicate material changes where practical before proceeding.

5. Cancellations and Rescheduling

You may cancel or reschedule a booking, but we ask that you provide reasonable notice. Unless a different cancellation policy is stated in your booking confirmation, cancellations made with insufficient notice may incur a fee to cover reserved time, travel, and administrative costs. Where a deposit has been paid, it may be retained in whole or in part to reflect losses caused by late cancellation or non-attendance, provided this is lawful and proportionate.

If we must cancel or rearrange your appointment due to illness, equipment failure, unsafe conditions, or circumstances outside our control, we will seek to offer an alternative date. We will not be liable for any indirect loss arising from a cancellation or rescheduling, including lost earnings, inconvenience, or accommodation costs, except where liability cannot lawfully be excluded. We may also refuse to proceed on arrival if the property is not ready, access is unavailable, or conditions present an unacceptable risk.

If you fail to attend a booked appointment or are not available to provide access within a reasonable time window, the appointment may be treated as a cancellation. In such cases, any applicable fee may still be charged. We encourage customers to confirm access arrangements in advance to avoid unnecessary delays and costs. Carpet cleaning bookings often involve travel and preparation, and late changes can prevent us from serving other customers.

6. Service Standards and Liability

We will provide our services with reasonable care and skill in accordance with applicable UK law. If we fail to do so, we will, at our option, re-perform the affected part of the service or offer a fair price adjustment where appropriate. This is your main remedy in relation to a breach of service quality, subject always to your statutory rights. Nothing in these terms limits liability for death or personal injury caused by negligence, fraud, or any other liability that cannot legally be excluded.

To the fullest extent permitted by law, we are not liable for pre-existing damage, hidden defects, faulty installation, wear and tear, poor maintenance, colour loss caused by unstable dyes, or damage resulting from the customer’s failure to provide accurate information. We are also not responsible for indirect or consequential losses, including business interruption, loss of profit, or loss of use, unless such liability arises from matters that cannot be excluded by law. Any claim should be reported as soon as reasonably practicable after the issue is discovered.

Where we move light furniture as part of the agreed service, we will do so carefully, but we are not obliged to move heavy, fixed, fragile, or high-value items unless this has been expressly agreed. Customers should remove or secure valuable possessions before work begins. We may take reasonable photographs before and after the service for operational and record-keeping purposes, including evidence of condition, provided this is done in line with data protection obligations.

7. Waste Regulations and Environmental Compliance

We operate in accordance with applicable waste handling, environmental, and duty-of-care requirements in the UK. Any waste produced during the service, including used cloths, residue, and contaminated materials, will be handled responsibly and disposed of or retained for lawful laundering as appropriate. Where wastewater, removed debris, or chemical residues must be managed, we will take reasonable steps to prevent pollution and avoid unlawful discharge.

You must not ask us to dispose of materials that are hazardous, prohibited, or outside the scope of a standard carpet cleaning service unless we have agreed in advance and have the lawful means to do so. This includes items contaminated by needles, bodily fluids, chemicals, asbestos-related materials, or other regulated waste. If such materials are discovered, we may stop work immediately and advise that specialist disposal or remediation is required. Any extra charges arising from lawful handling or disposal must be agreed before further work proceeds where possible.

We may use water, detergents, stain removers, sanitising products, and extraction equipment during the job. These materials will be used in line with product instructions and reasonable environmental practice. Customers should note that some products may leave a temporary scent or require ventilation and drying time. You agree to follow any aftercare instructions we provide, including keeping treated areas clear until they are dry to reduce the risk of re-soiling or slip hazards.

8. Complaints and Claims

If you are dissatisfied with any aspect of the service, you should notify us within a reasonable time after completion so we can investigate. We may ask for photographs, a description of the issue, and an opportunity to revisit the property if appropriate. Failure to allow us a reasonable chance to inspect or remedy the matter may affect the outcome of any claim. We aim to handle concerns fairly and in proportion to the circumstances.

Any claim relating to damage, loss, or inadequate performance must be supported by sufficient evidence and, where relevant, proof that the damage was caused by our actions rather than a pre-existing condition or third-party issue. Claims are limited to direct losses proven to have been caused by our breach or negligence and will be assessed in line with applicable law. We will not be responsible for claims made long after the service where the condition of the item may have changed for unrelated reasons.

Custom House Carpet Cleaners may retain records of bookings, work carried out, communications, and payment status for legitimate business purposes. This may assist with service administration, quality control, and resolution of disputes. Any personal data will be handled in accordance with applicable data protection laws and our lawful business practices. Data is not sold and is used only where necessary for service delivery, administration, or legal compliance.

9. Force Majeure

We are not liable for delays or failure to perform our obligations where this is caused by events beyond our reasonable control. Such events may include severe weather, accidents, transport disruption, power outages, industrial action, public emergency, fire, flooding, equipment failure outside normal maintenance, or legal restrictions. If such an event affects a booked appointment, we will try to rearrange the service as soon as reasonably practical.

10. Governing Law

These terms and conditions are governed by the laws of England and Wales, and any dispute arising in connection with them shall be subject to the exclusive jurisdiction of the courts of England and Wales, except where consumer law or mandatory legal rules require otherwise. If any clause is found to be invalid or unenforceable, the remaining clauses will continue in full force and effect.

By booking a service with Custom House carpet cleaners, you confirm that you have read, understood, and agreed to these terms. They are intended to create a clear and fair basis for the provision of professional cleaning services, balancing customer expectations with the practical realities of textile care, access, payment, and legal compliance.