Terms and Conditions for Islington Carpet Cleaners

These Terms and Conditions set out the basis on which Islington Carpet Cleaners provides domestic and commercial carpet cleaning services, together with related upholstery, rug, stain-treatment, deodorising, and protection services where agreed in advance. By making a booking, confirming an appointment, or allowing our team to begin work, the customer accepts these Terms and Conditions in full. If any part of these Terms is unclear, it should be reviewed before the booking is confirmed.

In these Terms, “we”, “us”, and “our” mean Islington Carpet Cleaners. “You” and “your” mean the person, business, landlord, tenant, or authorised representative placing the booking or receiving the service. These Terms are intended to be reasonable, transparent, and consistent with UK consumer and contract law. They apply to all services unless we expressly agree otherwise in writing.

These Terms should be read together with the booking details provided at the time of appointment, including the service type, the number of rooms or items to be cleaned, access arrangements, and any special conditions that may affect the work. If there is any conflict between the booking details and these Terms, the written booking confirmation shall take priority only to the extent necessary to resolve the inconsistency.

1. Booking Process

A booking with Islington Carpet Cleaners is formed when we have accepted your request and confirmed an appointment slot. Requests may be made through any agreed booking channel, but the booking is not final until we confirm availability and the scope of the work. We may ask for details such as property type, access, parking considerations, fabric condition, or prior treatment history to ensure we can provide the service safely and efficiently.

When you make a booking, you must provide accurate and complete information. This includes the correct address, contact details, floor level, service requirements, and any known issues such as heavy staining, pest treatment residue, excessive wear, mould, damp, water damage, or delicate materials. If the information supplied is incomplete or inaccurate, we may revise the quotation, adjust the work schedule, or withdraw the booking where necessary.

Any estimate or quotation given by Islington Carpet Cleaners is based on the information available at the time. A quotation is not a fixed price unless we state that it is fixed in writing. If the actual condition of the carpet cleaning project is materially different from what was described, we may change the price to reflect additional labour, equipment, products, or time required. We will normally explain any change before proceeding further.

2. Access, Preparation, and Customer Responsibilities

You must ensure that suitable access is available at the agreed time. This includes providing entry to the property, arranging security codes or keys where relevant, and making sure someone authorised is present if required. Where delayed access prevents us from starting on time, we may charge waiting time or cancel the visit as a wasted attendance if the delay becomes unreasonable.

You are responsible for preparing the area before the cleaning appointment unless we have agreed to assist with preparation. This may include moving small personal items, fragile ornaments, electrical items, and breakable objects. Large furniture movement may be limited by safety, floor type, or weight. If furniture is not moved before the appointment and we agree to move it, we do so only at your risk and only where it is reasonably safe to do so.

You must also let us know about any conditions that could affect the service or create a risk, including underfloor heating, unstable flooring, loose carpet fitting, hidden tears, colour loss, previous repairs, or exposure to chemicals. The more accurate the information given to Islington Carpet Cleaners, the better we can select the correct method, protect the fabric, and avoid avoidable damage. Failure to provide relevant information may affect any liability claim.

3. Service Standards and Variations

Islington Carpet Cleaners will use reasonable skill and care in providing the service, using methods and products appropriate to the fabric and condition of the items being cleaned. We aim to deliver professional carpet cleaning results, but outcomes may vary because of fibre type, age, prior wear, pre-existing staining, sun-fading, dye instability, or previous cleaning attempts. Some marks cannot be fully removed without risk of damage.

We may refuse to use a method or product that we consider unsuitable, unsafe, or likely to cause damage. If we discover an issue on site that changes the scope of work, we may pause the service to discuss the options with you. If you choose to continue against our advice, any resulting outcome is your responsibility to the extent permitted by law.

Where additional services are requested on the day, such as stain treatment, deodorising, sanitising, or protection, these will be treated as add-ons and charged accordingly unless included in the written quotation. We are not obliged to carry out extra work unless it is agreed by both parties. If a requested add-on is not suitable for the fabric or condition, we may decline to perform it.

4. Payments, Deposits, and Late Payment

Payment terms will be stated at the time of booking or on the invoice. Unless otherwise agreed, payment is due upon completion of the service on the same day. We may accept card payment, bank transfer, cash, or another agreed method. Any bank transfer must clear in full within the timeframe stated on the invoice. The customer remains responsible for ensuring payment is made correctly and on time.

We may require a deposit for larger jobs, repeat bookings, commercial work, or appointments scheduled during peak periods. A deposit secures the time slot and may be non-refundable where stated at the time of booking, subject always to your statutory rights. Deposits are normally deducted from the final balance. If you cancel late or fail to attend, we may retain some or all of the deposit to cover administration and lost time, where lawful.

If payment is overdue, we may suspend further services, charge reasonable recovery costs permitted by law, and pursue the outstanding amount through appropriate legal means. Any discount, promotion, or quotation remains valid only within its stated period and subject to the agreed scope. We reserve the right to correct pricing errors where there has been a genuine mistake, provided we notify you promptly.

5. Cancellations, Rescheduling, and Missed Appointments

You may cancel or reschedule a booking by giving reasonable notice. The notice period may vary depending on the size and type of job, but in all cases you should notify us as early as possible. If you cancel after we have reserved the slot, prepared products or equipment, or travelled to site, we may charge a cancellation fee that reflects our actual loss and reasonable administrative costs.

If you are a consumer booking made at a distance, any statutory cancellation rights under UK law apply where relevant. However, if you request that we begin the service within the cancellation period, you acknowledge that you may lose the right to cancel once the service has been fully performed, and you may be required to pay for work already carried out. We will treat your request to start work as informed consent where the law requires it.

If we cannot access the property, if the customer is absent without arrangement, or if the environment is unsafe, we may treat the appointment as a missed visit. In such cases, a wasted journey charge or full call-out charge may apply. We will act reasonably and take account of the circumstances, but we are not responsible for delays caused by factors outside our control, including severe traffic disruption, severe weather, or emergency situations.

If we need to reschedule because of equipment failure, staff illness, supply issues, or any other operational reason, we will make reasonable efforts to offer a new appointment. We are not liable for consequential loss arising from a reschedule, but we will always seek to minimise disruption. Where a deposit has been paid for a cancelled visit caused solely by us, we will either refund it or move it to the rearranged appointment, as appropriate.

6. Liability and Limitations

Islington Carpet Cleaners accepts responsibility for loss or damage only where it is caused by our negligence or breach of contract, and only to the extent permitted by law. We do not exclude liability for death or personal injury caused by our negligence, for fraud, or for any other liability that cannot lawfully be excluded. Nothing in these Terms affects your statutory rights as a consumer.

We are not liable for pre-existing damage, hidden defects, loose fittings, shrinkage caused by prior poor installation, colour transfer from unstable dyes, or deterioration arising from the natural age or condition of the item. We are also not responsible for damage caused by failure to disclose relevant information, by misuse after cleaning, or by instructions given by the customer that contradict our professional advice. Claims must be made as soon as reasonably possible after the issue is discovered.

7. Claims Procedure

If you believe a problem has occurred during a carpet cleaning service, you should notify us promptly and provide reasonable details of the concern. We may ask for photographs, descriptions, proof of purchase, maintenance records, or access to inspect the item. This helps us establish whether the issue relates to the service, the condition of the item, or another cause.

Where a valid claim is identified, we may at our discretion return to inspect, re-clean, repair, or offer a reasonable refund for the relevant part of the service. Our maximum liability for any claim connected with a single booking shall not exceed the amount paid for the affected service, except where a higher limit is required by law. We will not be liable for indirect, incidental, or consequential losses such as loss of profit, loss of business opportunity, or inconvenience, except where liability cannot lawfully be excluded.

Any complaint should be raised promptly so that evidence can be assessed while the relevant circumstances are still available. Delay may make it harder to investigate and may limit what remedy can reasonably be offered. We always aim to handle concerns fairly and proportionately.

8. Waste Regulations, Disposal, and Environmental Compliance

In carrying out Islington Carpet Cleaners services, we will handle waste and wastewater in accordance with applicable UK environmental rules and local disposal requirements. We will not knowingly dispose of contaminated waste, sludge, or extracted residue in a way that breaches environmental law. Where waste removal is part of the service, it will be done only as permitted and in line with the agreed scope.

You must not ask us to dispose of materials that are hazardous, illegal, or require specialist licensing unless we have expressly agreed in advance that we are authorised and equipped to do so. This includes materials that may contain asbestos, biohazards, needles, chemicals, or other regulated substances. If such materials are present or suspected, you must tell us before the appointment. We may refuse the work or withdraw immediately if a hazardous condition is identified on site.

Any detergents, pre-sprays, stain removers, or other cleaning solutions used by us remain our property and may not be interfered with during the service. If you require information about product compatibility, environmental handling, or any specific cleaning-related disposal concern, you should raise it before the appointment so we can assess whether the service is suitable.

9. Property, Keys, and Security

If keys, access fobs, or security information are entrusted to us, we will take reasonable care in handling them and will use them only for the purpose of completing the agreed work. We are not responsible for loss caused by inaccurate instructions, faulty locks, or access systems beyond our control. If we are required to retain a key temporarily, any return arrangement must be agreed in advance.

We may take steps to protect surfaces and surroundings during cleaning, but you should remove valuables and sensitive items in advance. We are not responsible for cash, jewellery, confidential papers, or other valuable possessions left in the working area unless loss is caused directly by our proven negligence. You should also secure pets during the appointment to avoid risk to the animals, the cleaners, or the property.

10. Governing Law and Jurisdiction

These Terms and Conditions, and any dispute or claim arising from them or in connection with them, shall be governed by and interpreted in accordance with the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction, except where consumer law gives you the right to bring proceedings elsewhere.

If any provision of these Terms is held to be invalid or unenforceable, the remaining provisions shall continue in full force to the extent permitted by law. No failure or delay by Islington Carpet Cleaners in enforcing any right shall operate as a waiver of that right. These Terms may be updated from time to time, and the version in force at the time of booking will apply to that booking unless otherwise required by law.

By confirming a booking with Islington Carpet Cleaners, you acknowledge that you have read, understood, and agreed to these Terms and Conditions. We recommend retaining a copy for your records. If you are booking on behalf of another person or organisation, you confirm that you have authority to accept these Terms on their behalf.