Terms and Conditions for Dulwich Carpet Cleaners

These Terms and Conditions set out the basis on which Dulwich Carpet Cleaners provides domestic and commercial cleaning services. By making a booking, accepting a quotation, allowing work to begin, or paying for any service, the customer agrees to be bound by these terms. If any part of these terms is unclear, the customer should ask for clarification before the service is confirmed. These terms are intended to be fair, practical, and consistent with UK consumer and service law.

For the purposes of these terms, references to “we”, “us”, and “our” mean Dulwich Carpet Cleaners, and references to “you” or “the customer” mean the person requesting the service, including any tenant, owner, occupier, landlord, managing agent, or business representative authorised to arrange the work. The service may include carpet cleaning, upholstery cleaning, rug cleaning, stain treatment, deodorising, and related specialist cleaning tasks agreed in advance.

These terms apply to all jobs unless a separate written agreement states otherwise. Any additional conditions must be confirmed in writing by us. We reserve the right to refuse a booking, amend a quotation, or decline to carry out work where there is a safety concern, an unreasonable risk, or a failure by the customer to meet the requirements set out below.

Booking Process

All bookings are subject to availability and acceptance by us. A booking request may be made by phone, email, or any other method we make available from time to time. A request does not create a confirmed appointment until we have accepted it and, where required, received any deposit or pre-authorisation. The customer is responsible for providing accurate information about the property, the type of flooring or fabric to be cleaned, the approximate size of the area, access conditions, parking limitations, and any known stains, damage, or special requirements.

Once a booking is accepted, we will normally confirm the planned service date, estimated duration, and scope of work. The customer should review the confirmation carefully and notify us promptly of any errors. If the information provided is incomplete or inaccurate, we may need to revise the quotation, alter the equipment required, change the service time, or refuse to proceed if the work becomes unsafe or impracticable. In such cases, any extra time, materials, or labour may be charged at the applicable rate.

We aim to attend on the agreed date and within the scheduled time window, but arrival times are estimates rather than guarantees. Delays may occur due to traffic, weather, access issues, previous jobs overrunning, or circumstances beyond our control. We will make reasonable efforts to inform the customer of any significant delay. If access is not available at the agreed time, or if the property cannot reasonably be entered, we may treat the appointment as cancelled by the customer and charge a call-out or cancellation fee where permitted.

Payments

Prices are normally quoted on the basis of the information supplied by the customer and, where relevant, a visual assessment. Unless stated otherwise, quotations are valid for a limited period and may be withdrawn or amended if the job details change. Any quotation is based on the service described and does not include unexpected remedial work, deep stain removal beyond normal cleaning, moving unusually heavy items, or work on damaged materials unless specifically agreed.

Payment is due in full on completion of the service unless we have agreed different terms in writing. We may require a deposit, advance payment, or partial payment before the appointment is secured. Acceptable payment methods may include card, bank transfer, or other methods notified at the time of booking. Where payment is not made immediately, the customer remains liable for the full amount and any reasonable recovery costs permitted by law.

If the customer disputes any part of an invoice, the undisputed amount must still be paid by the due date. We may charge interest on overdue balances in accordance with the Late Payment of Commercial Debts legislation where applicable, or otherwise in line with lawful statutory or contractual rights. Any discounts, promotional offers, or special rates apply only as stated and may be withdrawn if the customer breaches these terms or materially changes the job specification.

Cancellations and Rescheduling

The customer may cancel or reschedule a booking by giving reasonable notice. We prefer notice as early as possible so that the appointment slot can be reallocated. If a cancellation is made at short notice, we may apply a cancellation charge to reflect lost time, allocated staff, or committed resources. The amount of any cancellation fee will be fair and proportionate to the circumstances and may vary depending on how much notice was provided and whether the team has already been dispatched.

Where we need to cancel or reschedule, we will seek to provide notice as soon as reasonably practicable and offer an alternative date where possible. We are not liable for inconvenience caused by cancellation or delay where the reason is outside our reasonable control, including illness, equipment failure, traffic disruption, severe weather, or access problems. If we cannot perform the service on the original date, our liability is limited to rescheduling or refunding any amount already paid for the unperformed portion of the service.

Service Standards and Customer Responsibilities

The customer must ensure that the area to be cleaned is reasonably accessible and safe to work in. This includes arranging parking where necessary, moving fragile or valuable items, protecting pets, and informing us of electrical, plumbing, or structural hazards. We may move light furniture as part of the service, but we are not obliged to move items that are heavy, fixed, fragile, or likely to cause injury or damage. The customer should remove personal possessions, ornaments, documents, and valuables before work begins.

The customer must disclose any pre-existing damage, loose seams, worn fibres, colour instability, shrinkage risk, previous treatments, or contamination that could affect the result. Some stains and odours cannot be fully removed, and certain fabrics or carpets may react unpredictably to moisture, heat, or cleaning agents. Any estimate of outcome is an opinion only and not a guarantee. We will use reasonable care and skill, but cleaning results depend on the material condition, age, construction, prior maintenance, and the nature of the soiling.

Liability

We will carry out services with reasonable care and skill in accordance with UK consumer law. If we fail to do so, the customer may be entitled to a repeat service, a price reduction, or another remedy as required by law. Our liability for direct loss caused by our negligence or breach of contract is limited to the amount paid or payable for the specific service giving rise to the claim, except where the law says liability cannot be limited.

We do not exclude liability for death or personal injury caused by our negligence, fraud, fraudulent misrepresentation, or any other liability that cannot legally be excluded. We are not responsible for loss or damage caused by pre-existing defects, hidden weakness, normal wear and tear, inherent vice, unsuitable materials, incorrect information supplied by the customer, or the failure of the customer to follow aftercare advice. This includes, without limitation, damage resulting from colour bleed, fibre distortion, shrinkage, adhesive failure, or previously weakened backing material.

We are not liable for indirect or consequential losses such as loss of profit, business interruption, missed appointments, reputational harm, or loss of opportunity, except where such exclusion is unlawful. The customer should insure any high-value items, sensitive materials, or business assets that may be affected by cleaning. Any claim concerning damage must be reported as soon as reasonably practicable and, in any event, within a reasonable time after the service, with supporting photographs and details.

Waste Regulations and Environmental Compliance

We will handle waste generated by our services in a lawful and responsible manner. This may include used cleaning solution, extracted waste water, removed residues, disposable cloths, and minor packaging. Where relevant, we will dispose of waste in compliance with applicable UK environmental and waste regulations, and we expect the customer to cooperate with any reasonable instructions needed to achieve lawful disposal. We will not knowingly discharge waste in a manner that breaches water, drainage, or environmental requirements.

The customer must not ask us to remove or dispose of items that are hazardous, contaminated, or regulated unless this has been agreed in advance and can be handled lawfully. Such items may include needles, biological waste, asbestos-related materials, chemical containers, or other dangerous substances. If we encounter suspected hazardous waste during the service, we may stop work immediately and may charge for time spent, subject to legal limits and the circumstances of the case.

Any waste that remains the responsibility of the customer, including domestic rubbish, large-scale disposal items, or pre-existing rubbish, must be removed by the customer unless we have specifically agreed to deal with it. We may refuse to carry out any task that would place us in breach of environmental obligations or cause unreasonable risk to staff, customers, or the public. The customer is responsible for ensuring that drains, sinks, and disposal points are suitable for lawful use.

Aftercare, Claims, and Complaints

After the service, the customer should follow any reasonable aftercare instructions provided, such as ventilation, drying time, and restrictions on foot traffic or furniture replacement. Failure to follow aftercare guidance may affect the final result and could void any right to a remedial visit where the issue has been caused by misuse, premature use, or improper handling after cleaning. We may require the customer to provide access for inspection before considering any claim.

If the customer believes the service has not been delivered as agreed, they should notify us promptly with a clear description of the issue. We may inspect the area, request photographs, or propose a reasonable remedy, which may include re-cleaning an affected section if appropriate. Any claim must be based on a genuine service issue rather than on expectations of results that were never promised. Normal variations in appearance, drying marks, or pre-existing conditions are not in themselves defects.

Nothing in these terms affects the customer’s statutory rights under the Consumer Rights Act 2015 or any other applicable UK law. These terms are intended to operate alongside those rights and not to remove them. If any part of these terms is found to be unlawful or unenforceable, the remaining provisions will continue in full force.

Data, Assignment, and General Provisions

We may keep records relating to bookings, invoices, service notes, and correspondence for administrative, legal, and operational purposes. Any personal data supplied by the customer will be handled in accordance with applicable data protection law. The customer confirms that they have authority to allow us access to the property and to request the services described. We may assign or subcontract part of the service to a suitable qualified provider if needed, provided that the standard of service remains reasonable and lawful.

Failure by us to enforce any provision of these terms at a particular time does not mean we waive the right to enforce it later. Any variation to these terms must be agreed in writing. Verbal statements made before or during the service do not override these terms unless they are confirmed in writing by an authorised representative. The headings in this document are for convenience only and do not affect interpretation.

Governing Law

These Terms and Conditions are governed by the laws of England and Wales. Any dispute arising from or relating to the service, these terms, or any connected invoice or claim will be subject to the exclusive jurisdiction of the courts of England and Wales, unless the customer is entitled to bring a claim in another court by law. The parties agree to use reasonable efforts to resolve any disagreement promptly and in good faith before commencing formal proceedings.

By proceeding with a booking, the customer confirms that they have read, understood, and accepted these Terms and Conditions for carpet cleaning services provided by Dulwich Carpet Cleaners. These terms are designed to provide clarity on the service relationship, protect both parties, and ensure that each cleaning appointment is carried out safely, lawfully, and with reasonable care and skill.