Southborough Carpet Cleaners Terms and Conditions

These Terms and Conditions set out the basis on which Southborough Carpet Cleaners provides domestic and commercial carpet cleaning services, as well as related upholstery, rug, stain treatment, and odour removal services. By making a booking, the customer agrees to be bound by these terms. For the purposes of this document, references to “we”, “us”, and “our” mean Southborough Carpet Cleaners, and references to “you” or “the customer” mean the person or business requesting the service. Please read these terms carefully before confirming any appointment for carpet cleaning services, as they apply to all quotations, bookings, work carried out, and any follow-up arrangements.

Our service is provided on the basis of fair dealing, clear communication, and reasonable expectations. We aim to deliver professional carpet care using suitable equipment and cleaning methods appropriate to the type and condition of the materials involved. However, the success of any carpet or upholstery cleaning service depends on multiple factors, including fibre type, wear, staining, previous treatment, and access conditions. These terms are intended to explain what the customer can expect from Southborough carpet cleaners and what is required from the customer to allow the work to proceed safely and efficiently.

By requesting a quotation or making an appointment, you confirm that you have authority to arrange the work for the property or items to be cleaned. If you are booking on behalf of a landlord, managing agent, tenant, business, or other third party, you must ensure that all relevant parties are aware of the booking and any conditions that apply. These carpet cleaners terms and conditions may be updated from time to time, and the version in force at the time of booking will apply unless we state otherwise in writing.

Booking process

Bookings are normally made after an initial enquiry and may be confirmed subject to a survey, description, photographs, or other information provided by the customer. Any quotation given before the service begins is based on the information available at that time. In many cases, carpet cleaning appointments can be arranged without a site visit; however, if the actual condition or size of the job differs materially from the description provided, we reserve the right to revise the quotation before work starts. A booking is considered accepted only when we have confirmed the appointment and, where applicable, any deposit or prepayment has been received.

It is your responsibility to provide accurate details relating to access, parking, room size, number of rooms, item type, fibre content if known, visible damage, and any particular concern such as pet contamination, flood damage, or heavy soiling. If the customer has not disclosed relevant information, we may need to adjust the method, price, or timing of the service. Southborough Carpet Cleaners may refuse or postpone a booking if the environment is unsafe, unsuitable, excessively contaminated, or if the requested work would fall outside our normal service scope. We may also ask for confirmation in writing of any special instructions or risks before attending the property.

Appointments are scheduled within agreed time windows rather than fixed arrival minutes unless expressly stated otherwise. While we aim to attend as arranged, times can be affected by traffic, prior jobs, weather, equipment issues, or other operational matters. If we anticipate delay, we will try to notify you in reasonable time. The customer must ensure that the property is accessible at the scheduled time, that relevant decision-makers are present if needed, and that items to be cleaned are available and reasonably prepared. If we are unable to gain access, or if the premises are not ready for the service, the appointment may be treated as a late cancellation and charges may apply.

Where the service includes multiple areas or items, the order of cleaning will be determined by operational convenience and drying requirements. Certain fabrics, stains, or floor coverings may need specialist methods, and we may decline to use a process that we consider likely to cause damage. The customer should move fragile items, valuables, and personal property away from the working area before our arrival unless we have agreed otherwise. Although our carpet cleaning company will take reasonable care, we cannot be responsible for items left in the work area that are not clearly identified as fragile or valuable.

Any estimate of drying time is approximate only. Ventilation, humidity, material type, weather conditions, and prior contamination all affect drying. The customer is responsible for keeping cleaned areas clear until they are sufficiently dry and for avoiding foot traffic or furniture replacement where this may cause marking or re-soiling. We may provide general aftercare comments, but these do not form a warranty or guarantee unless expressly confirmed in writing as part of the service agreement.

Payments

Unless agreed otherwise before the appointment, payment is due in full on completion of the service on the same day. We may accept card, bank transfer, cash, or other methods that we make available from time to time. Any deposit requested in advance forms part of the total price and is normally non-refundable except where we cancel the booking or where mandatory consumer law requires otherwise. If the service is for a business customer, payment terms may be agreed separately in writing, but in the absence of a separate written agreement, immediate payment will apply.

All quotations are based on the scope of work described at the time of booking and may be revised if additional services are requested during the appointment, if access is delayed, or if the work takes substantially longer due to unforeseen conditions. Examples include excess furniture moving, unusual staining, specialist spot treatment, or unusually large room dimensions. If a revised price is necessary, we will explain the reason before continuing where practicable. Failure to pay the invoiced amount when due may result in late payment charges, recovery action, and/or suspension of further services. Any costs incurred in recovering overdue sums may be added to the amount owed to the extent permitted by law.

Discounts, promotional offers, or package pricing are only valid if stated at the time of booking and are subject to the conditions attached to the relevant offer. They cannot be combined unless expressly permitted. If a customer pays by bank transfer, clearance must be received before the booking is treated as fully settled. Payment disputes should be raised promptly and in good faith. Raising a query does not remove the obligation to pay any undisputed part of the invoice on time.

Cancellations and rescheduling

The customer may cancel or reschedule a booking by giving reasonable notice. For standard domestic carpet cleaners appointments, we ask that you notify us as early as possible, and in any event no later than 24 hours before the planned start time where practical. If you cancel late, fail to provide access, or are not ready for the appointment, we may charge a cancellation fee to cover lost time and costs. The amount of any fee will depend on the notice given, travel incurred, and any materials prepared specifically for the job.

We may also cancel or reschedule a booking if we are unable to carry out the work safely, if equipment becomes unavailable, if severe weather or circumstances beyond our reasonable control interfere with attendance, or if the customer has provided materially inaccurate information. In such cases, we will seek to rearrange the appointment at a suitable time. Where a deposit has been paid for a job that we cancel, and no replacement date is agreed, the deposit will usually be refunded unless the cancellation is due to the customer’s breach of these terms or a matter for which the customer is responsible.

If a customer repeatedly reschedules or cancels at short notice, we reserve the right to require a non-refundable deposit for future bookings or to refuse further appointments. Any request to change the date, scope, or location of the service is subject to availability and confirmation by us. These carpet cleaning terms are designed to protect both parties from avoidable disruption while allowing flexibility where possible.

Liability

We will perform our services with reasonable skill and care and will take reasonable steps to use methods suitable for the material and condition of the item being cleaned. However, cleaning natural fibres, aged carpets, delicate rugs, pre-damaged fabrics, or heavily soiled items always carries a degree of risk. Some stains may be permanent or may reappear after drying due to wicking, underlying contamination, or prior treatment. As a result, we do not guarantee complete stain removal, colour restoration, or elimination of all odours, and we are not liable for results that are limited by the inherent condition of the item.

The customer is responsible for informing us of any pre-existing damage, loose seams, weak backing, fading, dye instability, shrinkage risk, water sensitivity, or prior repairs. If such issues are not disclosed and damage occurs as a result of cleaning, we will not be liable to the extent the damage was caused by the item’s pre-existing condition or by information omitted by the customer. We may refuse to clean an item if we believe the risk of damage is unacceptably high. Where we do agree to proceed after warning you of possible consequences, you accept those risks as part of the service.

Nothing in these terms excludes or limits liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud, or fraudulent misrepresentation. Subject to that, our total liability arising from any claim connected with a service will be limited to the amount paid or payable for the particular job giving rise to the claim. We are not responsible for indirect, special, or consequential losses, including loss of profit, loss of business, loss of opportunity, or inconvenience, except where such exclusion is prohibited by law. If any loss or damage is discovered, you must notify us promptly and allow us a reasonable opportunity to inspect the issue before any remedial action is taken by another party.

Waste regulations and property standards

We operate in accordance with applicable UK waste regulations and environmental obligations. Waste water, removed debris, extracted soil, used absorbent materials, disposable protective items, and any other waste generated during the service will be handled responsibly and disposed of by lawful means. Where specialist disposal is required because of contamination, pet waste, mould, flood residue, or other hazardous circumstances, additional charges may apply, and we may decide that specialist waste removal or third-party support is necessary. The customer must not ask us to dispose of items or materials in a manner that would breach the law or any property rules.

The customer must ensure that the premises are in a reasonably safe and lawful condition for the service to take place. This includes providing access to water and electricity where required, disclosing any restrictions imposed by building management or landlords, and confirming that we may carry out the work without breaching tenancy conditions, lease obligations, or fire and safety requirements. If permissions are needed from a third party, the customer is responsible for obtaining them before the appointment. We do not accept responsibility for delays or cancellation caused by the absence of required permissions or by failure to comply with site rules.

We expect the customer to provide a suitable working environment. This may include keeping pets secured, ensuring children are supervised, and making reasonable arrangements to protect adjacent surfaces or objects that may be affected by moisture, detergents, or equipment movement. We may use protective pads, caution signs, or other measures where appropriate, but the customer remains responsible for managing the property and for preventing unauthorised access to freshly cleaned or damp areas.

Complaints, variations, and general terms

If you believe there is a problem with the service, you should notify us as soon as reasonably possible so that we may investigate. We may ask for photographs, a description of the issue, and the opportunity to revisit the property if appropriate. Any alleged defect must be reported before the affected item is subjected to further cleaning, heavy use, or treatment by a third party. Our liability, if any, will be assessed in line with these terms and with applicable law.

We may vary these terms from time to time. Changes will not affect bookings already accepted unless the change is required by law or is necessary to reflect a safety issue. If any provision of these terms is found to be invalid or unenforceable, the remaining provisions will continue in full force. No failure or delay by us in enforcing a right or remedy will operate as a waiver of that right or remedy.

These terms, together with any written quotation or confirmation, form the entire agreement between the customer and Southborough Carpet Cleaners in relation to the relevant service. You may not assign your rights or obligations under the booking without our consent. We may assign or subcontract part or all of the work where reasonably necessary, provided the service remains subject to these terms and to applicable standards of care.

Governing law

These Terms and Conditions are governed by the law of England and Wales. Any dispute or claim arising out of or in connection with the services provided by Southborough Carpet Cleaners will be subject to the exclusive jurisdiction of the courts of England and Wales, except where mandatory consumer law provides otherwise. Nothing in these terms affects your statutory rights as a consumer.