Terms and Conditions for Earlscourt Carpet Cleaners
These Terms and Conditions set out the basis on which Earlscourt Carpet Cleaners provides domestic and commercial carpet, upholstery and related fabric-cleaning services in the UK. By making a booking, confirming an appointment, or allowing our team to begin work, the customer agrees to be bound by these terms. For the purposes of this document, “we”, “us” and “our” refer to Earlscourt Carpet Cleaners, and “you” or “the customer” refers to the individual or business receiving the service. These terms are intended to be clear, fair and aligned with normal UK consumer and business practices. They apply alongside any written estimate, job sheet, invoice, or agreed service specification, and they should be read carefully before booking.
Our service terms are designed to explain how appointments are arranged, how prices and payments operate, what happens if a booking is changed or cancelled, and the limits of our responsibility. They also address matters such as waste handling, access requirements, and the legal framework that governs our work. Because cleaning services can vary depending on carpet type, fabric condition, stain severity and site conditions, some outcomes may differ from expectations. In using our carpet cleaning service or any related cleaning package, you acknowledge that results can never be guaranteed to restore every item to a “new” condition, particularly where age, wear, previous treatment or fibre damage are factors.
These Terms and Conditions are written to support a straightforward and transparent arrangement between the customer and Earlscourt Carpet Cleaners. They do not affect your statutory rights under UK law. Where these terms refer to “reasonable” conduct, “best efforts” or “fair use”, the meaning should be understood in the context of ordinary industry practice and common sense. If any part of these terms is found to be unlawful or unenforceable, the remaining provisions will continue to apply. By proceeding with a booking for our professional carpet cleaners, you confirm that you have authority to request the work and to agree to these terms on behalf of the property owner, business, landlord or occupier where relevant.
Booking Process
Bookings may be requested by phone, email, online form, or any other method we make available from time to time. A booking is only confirmed when we have accepted the request and, where required, issued a written or electronic confirmation. The confirmation may include the service date, approximate arrival window, selected services, any agreed price estimate, special instructions, and any conditions that apply to the job. We may ask for photographs, floor plans, access details or other information before confirming a booking so that we can assess the suitability of the work and identify any likely issues. This helps us to provide an accurate carpet cleaning quote and to allocate the correct equipment and time.
The customer is responsible for ensuring that all information supplied at the time of booking is complete and accurate. This includes details about the condition of the carpet, the presence of stains, pet issues, fragile areas, anti-slip backing, hidden damage, water damage, recent repairs, and any special fibres or finishes. If information is incomplete or misleading, we may revise the quotation, alter the scope of work, or decline the service on arrival. Any time estimate given is approximate and may be affected by access, parking, site conditions, drying requirements, or unforeseen complications. We reserve the right to refuse or postpone a job where safe or effective cleaning cannot reasonably be carried out.
Customers must ensure that the property is ready for the appointment. This includes giving us suitable access to the area to be cleaned, moving or securing valuable items, and ensuring that electricity and water are available where required for the service. Unless otherwise agreed, the customer should remove small furniture, ornaments and breakables from the work area before we arrive. We may move light items as part of the service, but we are not obliged to move heavy, fixed, fragile or high-value furniture. If furniture movement is requested and accepted, it will only be carried out where it is safe to do so. Any delay caused by poor access or unprepared areas may affect the service time or result in additional charges.
Where access is restricted, parking is limited, or additional effort is needed to carry equipment into the premises, we may charge a reasonable supplement, provided this is disclosed in advance or becomes necessary due to circumstances beyond our control. The customer must also ensure that pets are kept safely away from the work area and that children do not enter a treatment zone while equipment, solutions or drying carpets are present. We may suspend work if conditions are unsafe, unhygienic or likely to damage property. In such cases, a call-out fee or partial charge may apply if we have already attended the site.
Payments
All prices are quoted in pounds sterling unless stated otherwise. Pricing may be based on room count, area size, fabric type, stain treatment, minimum charge, or a custom quotation for larger or specialist jobs. Any estimate provided before the service is based on the information available at that time and may be adjusted if the actual conditions differ from those described during booking. Where a fixed price has been agreed, it applies only to the scope of work confirmed in writing. Additional services requested on the day, such as stain treatment, deodorising, upholstery cleaning, or protective treatment, may be charged separately.
Payment is due according to the terms set out in the booking confirmation or invoice. In most cases, payment is required on completion of the work, unless a deposit, advance payment or business account arrangement has been agreed in advance. We accept the payment methods notified at the time of booking or invoicing. If a payment fails, is reversed, or is declined, the customer remains liable for the full amount due. Any overdue balance may be subject to reasonable late-payment charges and recovery costs, where permitted by law. For business customers, statutory interest may also apply under the Late Payment of Commercial Debts legislation. We reserve the right to withhold future services until outstanding sums are paid in full.
The customer is responsible for checking that any invoice is correct and raising any queries promptly. If a customer disputes part of an invoice, they must still pay any undisputed sum by the due date. Discounts, promotions or special offers are valid only during the stated period and cannot be exchanged for cash unless expressly permitted. We may withdraw or amend offers at any time before a booking is confirmed. Where a deposit is taken, it may be non-refundable or partially refundable depending on the cancellation period and the nature of the reserved appointment. This will be made clear at the time of booking wherever practical.
Cancellations, Rescheduling and No-Shows
If you need to cancel or reschedule, please notify us as soon as possible. The amount charged, if any, will depend on how much notice is given and whether costs have already been incurred. Where sufficient notice is provided, we will usually try to offer a new appointment date. However, alternative dates cannot always be guaranteed. If a cancellation is made at short notice, particularly after work has been allocated, equipment prepared, or travel undertaken, a cancellation fee may apply. This fee is intended to cover lost time, administrative costs and any unrecoverable expenses.
If no one is available at the property at the agreed time, or if we are unable to gain safe access, this may be treated as a missed appointment or no-show. In such cases, we may charge the full call-out fee, the agreed minimum charge, or the reasonable cost of the wasted visit, depending on the circumstances. If the job cannot proceed because the site is not ready, utilities are unavailable, or the customer has not provided the required access or instructions, the service may be delayed, shortened or cancelled with chargeable consequences. Any refund or waiver in such circumstances is at our discretion unless required by law.
We may also cancel or reschedule an appointment where staff sickness, vehicle breakdown, severe weather, safety issues, equipment failure, or other events outside our control make attendance impracticable. In such cases, we will aim to give notice promptly and offer an alternative date where possible. We will not be responsible for indirect losses caused by a cancellation or rescheduled visit, such as inconvenience, rearranged plans or loss of trading time, provided we have acted reasonably. For domestic customers, any rights under consumer law remain unaffected. For commercial customers, the parties agree that reasonable scheduling flexibility is expected in the ordinary course of business.
Service Standards and Liability
We will provide our services with reasonable care and skill, using suitable equipment and appropriate cleaning methods for the carpet, fabric or surface being treated. However, the customer accepts that some materials are delicate, pre-damaged, colour-sensitive or incompatible with certain treatments. Results may vary due to the nature of the item, the age of the stain, previous cleaning attempts, hidden contamination or fibre condition. While we aim to achieve the best practical outcome, we do not guarantee complete stain removal, perfect drying times, or restoration of items to their original condition. Some stains may become less visible rather than fully removed.
Our liability is limited to loss or damage directly caused by our negligence, breach of contract or failure to exercise reasonable care and skill. We are not liable for pre-existing defects, wear and tear, fading, shrinkage, colour loss, fibre distortion, latent damage, or deterioration that becomes apparent after cleaning where such issues were not caused by us. We do not accept responsibility for damage arising from the customer’s failure to disclose relevant information, such as prior repairs, weak backing, loose seams, or unsuitable materials. The customer should notify us of any specific concerns before work begins so that we can decide whether the item is suitable for treatment.
Nothing in these terms limits or excludes liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot legally be limited or excluded under UK law. For business customers, we will not be liable for loss of profit, loss of revenue, loss of business, interruption, or any indirect or consequential loss, to the extent permitted by law. Our total liability for any claim relating to a particular service will normally not exceed the amount paid for that service, except where the law requires otherwise. Customers are expected to inspect the cleaned area promptly and notify us of any concerns within a reasonable time.
Waste Regulations, Materials and Environmental Handling
During the course of a cleaning job, waste may arise in the form of removed soil, wastewater, packaging, disposable cloths, or damaged items that the customer asks us to discard where such removal is agreed. We will handle waste in a lawful and environmentally responsible manner. Where applicable, we will dispose of waste in line with UK waste regulations and relevant local requirements, using authorised facilities or suitable collection arrangements. The customer is responsible for the lawful disposal of any household rubbish, unwanted furniture, or non-cleaning-related materials unless we have specifically agreed to remove them as part of the service.
Any contaminated materials, including heavily soiled cloths, extraction residues or wastewater, may require special handling. The customer agrees that we may retain, transport or dispose of such materials where necessary for the completion of the service or for lawful disposal. We will not knowingly discharge waste in a manner that causes pollution, blockage or breach of environmental rules. The customer must also ensure that drains, sinks, outside areas or receptacles used for disposal are suitable for the intended purpose. If the customer instructs us to dispose of additional items beyond the agreed service scope, we may refuse or may charge an additional fee where lawful and practical.
We may use cleaning agents, sanitisers, spot removers and deodorisers that are commercially appropriate for the task. The customer should inform us of any allergies, sensitivities, pets, plants or material restrictions before work starts. Although we aim to use products responsibly, some residues, scents or drying effects may remain temporarily after treatment. The customer should follow any aftercare instructions given by our team. Failure to do so may affect the result and may void any complaint about poor performance if the issue was caused by incorrect aftercare or premature use of the cleaned area.
Complaints, Customer Responsibilities and Governing Law
If you are dissatisfied with any aspect of the service, you should notify us promptly and provide reasonable details of the issue. We may ask for photographs, access to inspect the area, or a chance to correct the matter before any further steps are taken. In many cases, a complaint can be resolved by revisiting the property, repeating part of the treatment, or offering an appropriate remedy where justified. Complaints made long after the service date may be harder to assess, particularly where the area has been used, altered, or cleaned by another party. We will not be responsible for changes that occur after completion of the service and before a complaint is raised.
The customer must take reasonable steps to protect the cleaned area after completion, including avoiding heavy foot traffic until dry, using care with furniture replacement, and following any specific post-cleaning instructions. Where items are returned to use too early, or where the customer ignores advice, this may affect the finish or cause re-soiling. If the customer requests a particular method, product or approach against our recommendation, any resulting issue may be outside our liability. We may record relevant job details, photographs and service notes for quality control, dispute handling and accounting purposes, in line with applicable data protection obligations.
These Terms and Conditions, and any dispute or claim arising out of or in connection with them, are governed by the law of England and Wales. The parties agree that the courts of England and Wales shall have jurisdiction, although if the customer is resident elsewhere in the UK, mandatory consumer protections of the relevant jurisdiction may still apply where required by law. If any dispute cannot be resolved amicably, the matter may be pursued through the appropriate legal channels. By booking with Earlscourt Carpet Cleaners, the customer confirms that they have read, understood and accepted these terms in full.
