Terms and Conditions for Islington Carpetcleaning Services
These Terms and Conditions set out the basis on which Islington Carpetcleaning provides professional carpet, upholstery, rug and related cleaning services to customers in the United Kingdom. By making a booking, requesting a quotation, or allowing our team to begin work, you agree to be bound by these terms. Please read them carefully before confirming any service. These terms are intended to be clear and fair, and they apply to all domestic and commercial customers unless otherwise agreed in writing.
In these terms, references to “we”, “us”, and “our” mean Islington Carpetcleaning, and references to “you” or “the customer” mean the person, company, landlord, tenant, or other party arranging the service. Our services may include carpet cleaning, stain treatment, stain protection, upholstery cleaning, rug cleaning, mattress cleaning, and related cleaning work. The exact scope of each job will depend on the booking details, site conditions, and any limitations identified during inspection.
These terms are written to support transparent service arrangements for customers seeking carpet cleaning services, carpet cleaners, upholstery care, and other cleaning solutions. They do not affect your statutory rights as a consumer under UK law. If there is any conflict between a written service agreement and these terms, the written agreement will apply only to the extent of that conflict.
1. Booking Process
All bookings are subject to availability and are only confirmed once we have accepted your request. You may ask for a quotation based on the information provided by you, including the size and condition of the areas to be cleaned, access arrangements, flooring type, and any special requirements. A quotation is based on the information supplied at the time and may be revised if the actual conditions differ from those described.
When you place a booking, you must ensure that all information you provide is accurate and complete. This includes the number of rooms, specific items to be cleaned, the presence of heavy staining, pet damage, delicate materials, previous treatment products, and any risks that may affect the work. If the information is incomplete or inaccurate, we may adjust the price, refuse part of the service, or reschedule the appointment where appropriate.
We may request further details before confirming the appointment, including photographs, access instructions, parking information, or building restrictions. Any booking made on your behalf by a landlord, managing agent, office manager, or third party will be treated as authority to arrange the service. It is your responsibility to ensure that anyone making the booking has authority to do so. Once an appointment is confirmed, you should prepare the premises for cleaning by removing fragile objects, valuables, and any items that may obstruct access.
2. Service Conditions and Customer Responsibilities
Before the appointment, you must advise us of any known fabric limitations, colour fastness issues, water sensitivity, underfloor heating, pre-existing damage, infestations, mould, hazardous materials, or other conditions that could affect cleaning. Our technicians will use reasonable skill and care, but certain materials and stains may not respond fully to standard cleaning methods. We reserve the right to decline to clean items that we reasonably consider unsafe, unsuitable, or likely to be damaged.
You must provide safe and reasonable access to the property and the items to be cleaned. This includes access to water, electricity, and, where required, suitable ventilation. If access is not available, if there is no one present to allow entry, or if work cannot proceed due to circumstances within your control, the appointment may be treated as a late cancellation or wasted visit and may be chargeable. Where parking or permits are required, you must ensure arrangements are in place unless we have explicitly agreed otherwise.
We may ask you to move small items, clear surfaces, and relocate breakables before work begins. Larger furniture may be moved only where it is safe to do so and subject to our discretion. We are not responsible for moving items that are too heavy, fixed, unstable, or likely to cause injury or damage. If you ask us to move furniture, you accept that minor scuffing or marking can occur on floors or furniture already in fragile condition, unless such damage is caused by our negligence.
3. Prices and Payments
Prices may be given as fixed rates, estimates, or hourly charges depending on the nature of the job. Any quote remains valid for the period stated in the quotation or, where no period is stated, for a reasonable time only. Prices are usually based on standard conditions and may change if the service requirements differ from what was initially described. Additional charges may apply for deep stains, excessive soiling, difficult access, out-of-hours attendance, special equipment, or extended labour time.
Payment is due in accordance with the invoice or booking confirmation. We may require payment in full on completion, a deposit in advance, or partial prepayment for larger or commercial jobs. Accepted payment methods will be advised at the time of booking. If payment is not made when due, we may suspend future services, charge reasonable recovery costs, and seek interest on overdue sums where permitted by law. Any discounts, vouchers, or promotional offers are subject to their own conditions and may be withdrawn at any time.
All amounts quoted will be stated inclusive or exclusive of VAT as applicable. If VAT is chargeable, it will be added at the applicable rate. If you dispute an invoice, you must notify us promptly and pay any undisputed amount by the due date. A dispute does not entitle you to withhold payment for work properly carried out. Where a deposit has been taken and the booking is cancelled in accordance with these terms, any refund due will be made using the original payment method where reasonably practicable.
4. Cancellations, Rescheduling and Non-Attendance
We understand that plans can change. If you need to cancel or reschedule, you must give us reasonable notice. Unless a different period is stated in your booking confirmation, at least 24 hours’ notice should be provided. Cancellations or changes made with insufficient notice may be charged in full or in part to cover reserved time, travel, and administrative costs. The exact charge will depend on the stage of preparation and any losses we reasonably incur.
If our team attends the property and is unable to complete the service because of locked premises, lack of access, unsafe conditions, incorrect information, or absence of an authorised person where one is required, the visit may be treated as a failed appointment and charged accordingly. We will usually attempt to contact you before leaving, but we are not obliged to wait indefinitely. If the appointment is delayed or cancelled due to circumstances beyond our control, including severe weather, transport disruption, equipment failure, or events affecting safety, we may reschedule without liability for resulting inconvenience.
We reserve the right to cancel or postpone a booking where we reasonably believe that proceeding would be unsafe, unlawful, or impractical. In such cases, we will try to notify you as early as possible and offer an alternative date if available. If you have paid in advance for a service that we cancel and we are not otherwise entitled to retain the payment, we will refund the relevant amount.
5. Liability and Limitations
We will perform our services with reasonable care and skill. However, cleaning work involves inherent risks, particularly where fabrics are aged, delicate, previously damaged, or treated with unsuitable products. We cannot guarantee the removal of all stains, odours, or ingrained contamination. Results may vary depending on material type, cleaning history, previous wear, and the condition of the item. Any examples shown in quotations, descriptions, or promotional material are illustrative only.
We are not liable for pre-existing damage, including but not limited to worn fibres, faded colours, existing stains, loose seams, water marks, shrinkage, pile distortion, dye transfer, or defects caused by previous cleaning attempts. You should notify us of any known problems before work begins. If you fail to disclose relevant information, we will not be responsible for damage arising from that omission. Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot be excluded under UK law.
Subject to the paragraph above, our total liability for any claim arising from a service shall be limited to the amount paid or payable for that specific service, except where a higher limit is required by law. We will not be responsible for indirect or consequential losses, including loss of profit, loss of business, or loss of enjoyment, unless such liability cannot lawfully be excluded. If you believe a claim has arisen, you must notify us as soon as reasonably possible and provide a fair opportunity to inspect the issue and, where appropriate, remedy it.
6. Waste Regulations, Environmental Duties and Site Cleanliness
We operate in accordance with applicable UK waste rules, environmental requirements, and reasonable industry practice. Waste generated by our work, such as removed dirt, wastewater, used cloths, and packaging, will be handled responsibly and disposed of in a lawful manner. We may use portable extraction equipment, controlled disposal methods, and cleaning products selected for effectiveness and suitability, while seeking to minimise unnecessary waste and environmental impact.
You are responsible for telling us about any materials that may require special handling, including contamination, bodily fluids, animal waste, mould, asbestos risk, chemical residues, or other hazardous substances. We do not normally handle regulated hazardous waste unless expressly agreed and lawfully permitted. If we discover waste or contamination that makes the premises unsafe or requires specialist disposal, we may stop work and charge for the time spent, while advising you to arrange suitable specialist services. We are not responsible for pre-existing waste, hidden debris, or contamination not disclosed before the appointment.
The customer should not require us to dispose of general household rubbish, bulky items, or unrelated waste unless this has been agreed in advance and can be done lawfully. Any waste left by us following the service, such as packaging or disposable materials, will remain our responsibility. Any waste left by you or your occupiers remains your responsibility. If your property has specific site rules concerning waste handling, recycling, loading, or disposal, you must inform us before the visit so that we can comply where practical.
7. Complaints, Rework and Service Standards
If you are dissatisfied with any aspect of our work, you must let us know within a reasonable time after completion, and in any event as soon as possible. We may ask for photographs, a description of the issue, and access to inspect the affected area. Where appropriate, we may offer a re-clean, partial rework, or another reasonable remedy. Any remedy will be offered at our discretion and in a manner consistent with your statutory rights. A request for rework does not mean that liability is admitted.
We will not usually accept complaints based on results that are limited by the condition of the material, the nature of the stain, or failures to disclose relevant information. If you have arranged for other contractors to carry out work after our visit, this may affect our ability to inspect or remedy the issue. You should preserve the condition of the cleaned area so that any concern can be assessed fairly. We ask that complaints be made in writing or by a durable record so that they can be reviewed accurately and handled efficiently.
Where we agree to return to investigate or correct an issue, you must provide access to the property at a mutually convenient time. If we attend and find that the claimed issue is unrelated to our work or has arisen from subsequent use, contamination, or third-party activity, we may charge for the visit where permitted by law.
8. General Legal Terms and Governing Law
These terms may be updated from time to time to reflect changes in our services, business operations, or legal requirements. The version in force at the time of your booking will usually apply to that booking unless a later lawful variation is agreed. If any provision of these terms is found to be unlawful, invalid, or unenforceable, the remaining provisions shall continue in full force and effect. No failure by us to enforce any right or provision shall constitute a waiver of that right or provision.
Nothing in these terms creates a partnership, agency, or employment relationship between you and us. You may not assign your rights or obligations under these terms without our written consent. We may assign or subcontract our obligations where appropriate, provided this does not materially reduce the standard of service. These terms, together with the booking confirmation and any written quotation, form the entire agreement between the parties for the service concerned.
These terms and any dispute or claim arising out of or in connection with them shall be governed by and construed in accordance with the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction, except that if you are resident in Scotland or Northern Ireland, you may also have the right to bring proceedings in your local courts where applicable law allows. By proceeding with a booking, you acknowledge that you have read, understood, and agreed to these Terms and Conditions for Islington Carpetcleaning.
