Rotherhithe Carpet Cleaners Terms and Conditions
These Terms and Conditions set out the basis on which Rotherhithe Carpet Cleaners provides domestic and commercial carpet cleaning, upholstery cleaning, rug care, stain treatment, and related services. By making a booking, confirming an appointment, or allowing our operatives to begin work, you agree to these terms in full. Please read them carefully before placing an order, as they explain the booking process, payment obligations, cancellation rules, liability limits, waste handling requirements, and the legal framework governing the service.
For the purposes of these terms, references to “we”, “us”, and “our” mean the service provider trading as Rotherhithe Carpet Cleaners, and references to “you” or “the customer” mean the person, business, landlord, tenant, or authorised representative requesting the service. These terms apply to all quotations, site visits, cleaning appointments, and aftercare arrangements unless we agree otherwise in writing. If any part of these terms is found to be unlawful or unenforceable, the remaining provisions will continue in force.
Our services are delivered with reasonable skill and care, but cleaning outcomes may vary depending on the material, age, condition, and previous treatment of the textile or floor covering. We do not guarantee complete removal of every stain, odour, mark, or embedded residue, particularly where damage is permanent, fibres are worn, or prior DIY or third-party treatments have altered the item. The customer remains responsible for providing accurate information about the items to be cleaned and for ensuring that the area is suitable for cleaning before work starts.
Bookings may be made by telephone, email, online form, messaging service, or any other method we make available from time to time. A booking is only confirmed once we have accepted it and provided a date, time window, or service slot. Any quotation or estimate given before inspection is based on the information supplied by you and may be revised if the actual condition of the premises, textiles, or access arrangements differs from the description provided. We reserve the right to decline any booking at our discretion, including where the requested work is unsafe, outside our scope, or cannot be carried out lawfully.
When booking carpet cleaning services, you must provide accurate details including the number and type of rooms or items, the approximate size of the area, the nature of the soiling, and any pre-existing damage, staining, or contamination. You must also disclose whether the area has been exposed to pets, smoke, mould, bodily fluids, chemicals, or floodwater. Failure to disclose relevant information may affect the price, the time required, and the result achieved. We may need to adjust the service plan on arrival if the information given is incomplete or incorrect.
We may request access instructions, parking arrangements, entry codes, or permission to work through a managing agent, landlord, or building representative where relevant. The customer is responsible for ensuring that the premises are accessible at the agreed time and that electricity, water, and reasonable working space are available where needed. If we are unable to begin work because access is denied, the area is not ready, or the customer is absent without prior agreement, we may charge a call-out fee or cancellation fee in accordance with these terms.
Where a quotation is provided, it is usually valid for a limited period stated on the quotation or, if no period is stated, for 14 days from the date of issue. Quotations are based on standard assumptions and do not include unforeseen remedial work, heavy contamination, specialist stain removal, furniture moving beyond normal levels, or extra time caused by restricted access. If such additional work is required, we will explain the reason for any revised price before proceeding wherever reasonably practicable. The final charge may therefore differ from the original estimate.
Payments must be made in full on completion of the service unless we have agreed an alternative arrangement in writing in advance. We accept the payment methods we choose from time to time, and any invoice issued must be paid by the due date shown. If payment is not made when due, we may suspend future services, withhold any non-essential follow-up work, and recover reasonable costs associated with collecting the debt. You are responsible for all charges properly incurred for the service requested, including agreed extras, parking charges where pre-approved, and any applicable cancellation fee.
For business clients, any invoice not settled by the due date may attract statutory interest and recovery costs in accordance with applicable UK legislation, where relevant. For private customers, we may charge reasonable administrative fees for late payment reminders and for any costs incurred in pursuing overdue sums, to the extent permitted by law. Any dispute about an invoice must be raised promptly and in writing. Disputed amounts should not delay payment of any undisputed portion of the invoice.
Cancellations and rescheduling must be made as early as possible. If you cancel or request a change after we have allocated staff and resources to your booking, we may charge a fee based on the notice given and the costs already incurred. In general, the nearer the cancellation is to the appointment time, the greater the fee may be, particularly where we are unable to reallocate the slot. If the customer fails to attend, fails to provide access, or asks us to leave without reasonable cause after arrival, this may be treated as a late cancellation or aborted visit.
Where a consumer books a service at a distance or off-premises, the Consumer Contracts Regulations 2013 may give a statutory right to cancel within 14 days. However, if you ask us to begin work during that cancellation period, you agree that the service may start immediately and that you will pay for the work carried out up to the point of cancellation. If the service is fully performed within the cancellation period, you may lose the right to cancel once the service has been completed, subject to the requirements of the law.
We may cancel or reschedule a booking where necessary because of staff illness, safety concerns, severe weather, vehicle failure, supplier issues, or any other event beyond our reasonable control. If we do so, we will endeavour to offer an alternative date and time. We will not be responsible for indirect loss caused by a rescheduled appointment, provided we act reasonably and keep you informed. Nothing in these terms affects any non-excludable consumer rights relating to services not carried out with reasonable care and skill.
We will take reasonable care when working in your property, but we are not liable for pre-existing defects, fragile or unstable fittings, hidden damage, wear and tear, faulty installations, fading, shrinkage not caused by our negligence, or colour loss arising from previous treatments. It is your responsibility to tell us about delicate fibres, specialist treatments, loose seams, underfloor heating, moisture sensitivity, or items that may be affected by cleaning processes. You should remove small valuables, fragile objects, and personal items from the work area before we arrive.
We may move lightweight furniture where necessary to access the area being cleaned, but we are not obliged to move heavy, fixed, electrical, or high-value items unless we have agreed to do so in advance. If we assist with moving items at your request, this is done at your risk except where loss or damage is caused by our negligence. We recommend that you keep children, pets, and unauthorised persons away from the work area while cleaning is in progress.
Our liability for direct loss or damage caused by our negligence will be limited to the amount you paid for the specific service giving rise to the claim, except where such limitation is prohibited by law. We will not be liable for loss of profit, loss of business, consequential loss, or indirect damage, whether arising in contract, negligence, or otherwise, except where such exclusion is not permitted. Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud, or any other liability that cannot lawfully be limited.
If you believe we have caused damage or failed to provide the service with reasonable care and skill, you must notify us as soon as possible and provide reasonable evidence. Complaints about visible damage or unsatisfactory workmanship should be raised before the cleaned area is put back into regular use, where reasonably practicable. We may ask to inspect the item or area before any remedy is offered. If a problem is confirmed and is our responsibility, we may choose to re-clean the area, provide a partial refund, or take another reasonable corrective step.
Waste arising from cleaning operations, including wastewater, extracted soil, residues, and contaminated materials, will be managed in line with applicable UK waste regulations and environmental duties. We will dispose of waste in a lawful and responsible manner and may, where appropriate, transfer it to authorised facilities or use approved collection arrangements. You agree not to ask us to dispose of prohibited, hazardous, or controlled waste outside the scope of the booked service. If we identify materials that require special handling, we may stop work until suitable arrangements are made.
The customer must inform us if the premises contain substances or conditions that may create hazardous waste, including but not limited to biological contamination, chemicals, asbestos, sharp objects, needles, or other regulated materials. We are not licensed to handle waste streams outside ordinary cleaning residues unless expressly agreed and properly authorised. If such materials are discovered during the service, we may suspend the work and charge for time spent and any safe withdrawal procedures required. You remain responsible for compliance with any additional environmental or disposal obligations relating to your property.
These terms are governed by the laws of England and Wales. Any dispute arising from or connected with the service, these terms, or any quotation shall be subject to the exclusive jurisdiction of the courts of England and Wales, unless consumer law provides otherwise. If you are a consumer, you retain all rights granted by mandatory legislation, including rights relating to services supplied with reasonable care and skill, services not provided as described, and unfair contract terms.
We may update these Terms and Conditions from time to time to reflect changes in law, business practice, or service offerings. The version in force at the time of booking will normally apply to that booking unless a change is required by law or is agreed in writing. If you continue to use the service after changes are published, you will be deemed to have accepted the updated terms for future bookings. These conditions are intended to be clear, fair, and consistent with UK consumer protection principles.
By confirming a booking with Rotherhithe Carpet Cleaners, you acknowledge that you have read, understood, and accepted these Terms and Conditions. You also confirm that you are authorised to request the service at the premises concerned and to agree to these terms on behalf of all occupants or relevant stakeholders where necessary. These terms form the entire agreement between you and us for the services booked, unless replaced or supplemented by a written document signed by both parties.
