Fulham Carpet Cleaners Terms and Conditions

These Terms and Conditions set out the basis on which Fulham Carpet Cleaners provides carpet, rug, upholstery, and related domestic and commercial cleaning services. By making a booking, confirming an appointment, or allowing access to the premises, the customer agrees to be bound by these terms. They are designed to create a clear understanding of how the service is booked, how payments are handled, what happens if plans change, and how liability is limited in line with UK law. For the avoidance of doubt, references to “we”, “us”, and “our” mean the service provider, and references to “you” and “your” mean the customer or person placing the booking.

Our services are supplied on the assumption that the customer has read and accepted these conditions before work begins. If any part of the booking information is incomplete, inaccurate, or misleading, we may revise the quotation, reschedule the appointment, or decline to provide the service. These terms apply whether the order is placed by telephone, email, online form, or any other accepted method of booking. They also apply to one-off appointments and repeated services unless otherwise agreed in writing.

The purpose of these conditions is to ensure a fair, practical, and transparent arrangement for both parties. They cover the main stages of the service relationship, including the initial quotation, the confirmation of the job, the arrival and performance of the cleaning work, the payment process, cancellation rights, and the handling of waste materials. They also explain the limits of our responsibility where circumstances are outside our control, such as pre-existing damage, unsuitable materials, hidden defects, or obstruction preventing completion of the work.

All quotes are based on the information available at the time of enquiry. A quote may be given by reference to room size, item type, condition, access, and the level of treatment required. If the actual site conditions differ from the information supplied, the final price may be adjusted to reflect the work needed. Examples include excessive staining, heavy soiling, the presence of pet odours, restricted access, or the need for additional products or equipment. Any material change to the quoted price should, where reasonably possible, be agreed with you before the work proceeds.

Booking Process

To secure a booking, you must provide accurate details about the property, the items to be cleaned, any access restrictions, and any special requirements that may affect the service. A booking is not confirmed until it is accepted by us, and in some cases a deposit or advance payment may be required. We may also request photographs or further information to help us assess the job and decide whether the service is suitable. If you book on behalf of another person, you confirm that you have authority to do so and that the other person is aware of these terms.

Appointment times are arranged as estimated arrival windows rather than fixed minute-by-minute slots, unless a specific time has been expressly agreed in writing. While we will aim to attend within the stated period, delays can occur due to traffic, weather, previous jobs overrunning, or other operational issues. If access is not available on arrival, or if the site is not ready for cleaning, we may treat the visit as a late cancellation or aborted appointment and charge accordingly. You are responsible for ensuring that the areas to be cleaned are reasonably clear, that relevant keys or access codes are available, and that any vulnerable items are protected or removed.

Before work begins, we may inspect the items or areas to be cleaned and confirm the scope of the service. If we believe the proposed cleaning method may damage delicate fabrics, unstable materials, or pre-existing weak areas, we may refuse treatment or limit the process to a safer method. Where appropriate, we may recommend a test clean or an alternative treatment, although we are not obliged to guarantee the removal of every stain, mark, or odour. Certain substances and conditions, including bleach damage, colour loss, fibre wear, moth damage, water staining, and long-standing contamination, may not be fully reversible.

We reserve the right to suspend or stop the work if the environment is unsafe, if the customer or third parties interfere with the service, or if the condition of the property materially differs from the information supplied at booking. Any change to the originally agreed scope, such as cleaning extra rooms, stairs, or additional items, must be approved before the work is carried out. If the customer requests add-ons on the day, these may be subject to revised pricing and availability.

Payments

Payment terms will be confirmed at the time of booking or before the service commences. Unless otherwise agreed, payment is due immediately upon completion of the work. We may accept payment by cash, bank transfer, debit card, credit card, or other methods notified in advance. Where a deposit is required, it may be used to secure the appointment and is normally deducted from the final amount payable. Deposits are subject to the cancellation terms below and may not be refundable in all circumstances.

Invoices must be paid in full within the period stated on the invoice or payment request. If payment is not made on time, we reserve the right to charge reasonable recovery costs, statutory interest where applicable, and any administrative fees permitted under UK law. Any discount, promotional rate, or special offer will only apply if the conditions of that offer are met. Discounts cannot usually be combined unless expressly stated. If a booking is made on behalf of a company, landlord, agent, or managing party, that party may be held liable for payment if they instructed the service.

Where a customer pays by card or bank transfer, they must ensure that the payment is authorised and that the account details are correct. We are not responsible for delays caused by banking systems, card issuers, or payment platforms. If payment is reversed, refused, or later disputed without valid reason, we may withhold future services and seek to recover any sums due. Fulham carpet cleaning services are supplied on the basis that payment will be made promptly and in accordance with the agreed terms.

Cancellations and Rescheduling

If you wish to cancel or move an appointment, you should notify us as soon as possible. Cancellation charges may apply depending on the notice given, whether materials have been prepared, and whether the slot could reasonably have been reallocated. If you cancel with sufficient notice, any deposit may be refunded or retained only to the extent stated in the booking confirmation. Cancellations made at short notice, particularly on the day of the appointment, may result in a fee to cover lost time and costs already incurred.

If we need to cancel or reschedule due to staff illness, equipment failure, adverse weather, transport disruption, or any other reason beyond our control, we will aim to offer an alternative appointment. We are not liable for indirect losses arising from a change in schedule, provided we use reasonable efforts to minimise disruption. Repeated cancellations or failure to provide access may lead us to refuse further bookings. For recurring appointments, each visit may be treated as a separate service unless a written service agreement states otherwise.

Once cleaning has started, you may not be entitled to cancel without paying for the work already performed and any costs reasonably incurred. If the service is completed and you later decide you no longer wish to keep the result, this will not usually create a right to refund unless the work was not carried out with reasonable care and skill. Our aim is to be fair and transparent, so any cancellation issue will be handled in line with the particular facts of the booking and the consumer law that applies.

Liability

We will provide our services with reasonable care and skill, as required by UK consumer law. However, liability is limited to losses that are foreseeable and directly caused by our breach of these terms or by negligence. We do not accept responsibility for pre-existing damage, hidden defects, structural problems, deterioration caused by age or wear, or issues that arise because the customer failed to disclose relevant information. This includes items with unstable backing, loose seams, fragile dyes, prior water ingress, or damage that becomes visible after cleaning but was present beforehand.

Although every effort is made to achieve a high standard, no cleaning service can guarantee complete removal of all stains, spots, odours, allergens, or contamination. Variations in fabric type, colourfastness, age, and previous treatment can affect the outcome. We are not responsible for the natural shrinkage, change in appearance, or reappearance of stains caused by wick-back, if such effects are inherent in the material or likely to occur despite reasonable care. Customers should inform us of any known allergies, sensitivities, or special concerns before the service begins.

Our total liability, whether arising in contract, tort, negligence, breach of statutory duty, or otherwise, will be limited to the amount paid or payable for the specific service giving rise to the claim, except where the law does not allow such limitation. 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 legally be excluded. This limitation is intended to be reasonable and to reflect the nature and price of the services provided.

We are not liable for loss or damage caused by third parties, including building contractors, tenants, residents, delivery personnel, or anyone else present at the premises before, during, or after the service. We are also not responsible for loss of items left in the cleaning area unless the loss is directly caused by our proven negligence. You should remove valuables, fragile belongings, and items of sentimental importance before the appointment. If any property is moved to perform the service, we will take reasonable care, but you should arrange for suitable protection of nearby objects and surfaces.

If you believe damage has occurred, you must notify us within a reasonable time and provide sufficient information, including photographs if available. You must also give us a fair opportunity to inspect the issue and, where appropriate, carry out a remedial service. Failure to allow inspection may affect any claim. Nothing in these terms affects your statutory rights under UK law, including any rights relating to services that are not supplied with reasonable care and skill.

Waste Regulations and Disposal

We will handle waste generated during the cleaning process in accordance with applicable UK waste rules and environmental responsibilities. This includes used cleaning materials, packaging, disposable cloths, and small quantities of waste produced as part of the service. We will not knowingly dispose of hazardous or controlled materials in a manner that breaches environmental requirements. If the job produces waste that is unusual, contaminated, or requires special handling, we may refuse to remove it unless suitable arrangements are in place.

Customers must tell us in advance if there are any substances, residues, or materials that might be classified as hazardous, infected, or otherwise subject to special disposal requirements. Such items may include bodily fluids, mould-affected materials, chemical spills, asbestos-related debris, sharps, or items contaminated by pests. If such conditions are discovered during the service, we may stop work until the issue is assessed. Any additional cost for lawful disposal, protective equipment, or specialist handling may be charged separately if permitted and agreed.

We do not agree to remove household rubbish, renovation waste, commercial refuse, or other waste that is outside the normal scope of carpet cleaning unless this has been expressly included in the booking. Where waste must be taken off site, it will only be handled by lawful means and in accordance with applicable duty-of-care obligations. You must ensure that the premises are compliant and that we are not asked to transport, store, or dispose of material in a way that would contravene environmental, health, or safety law.

Any waste left behind by us as part of the cleaning process will be cleared in a responsible manner. However, items such as removed stains, damaged fibres, protective coverings, or disposable treatment materials may need to be retained on site for inspection or safe removal. If you ask us to leave packaging, spare solutions, or similar items behind, this will be at your own risk and subject to any safety information provided. We encourage customers to read any relevant product instructions where cleaning agents are left for further use.

We may also decline to work if the site conditions present a material health or safety concern, including poor ventilation, exposed electrical risks, aggressive contamination, or unsafe access to waste. In such cases, the appointment may be postponed or cancelled, and a fee may apply if attendance has already been made. These measures are intended to protect customers, staff, and the wider environment.

General Terms

Any estimate, quotation, or description of service is provided in good faith based on the information available at the time. It does not constitute a guarantee unless expressly stated. We may update these Terms and Conditions from time to time, and the version in force at the time of booking will generally apply to that booking. If a particular matter is covered by a separate written agreement, that agreement will take precedence to the extent of any inconsistency.

We may subcontract or assign the performance of the service to suitably qualified personnel or contractors, provided that the quality and standard of the service are maintained. You may not transfer your booking or rights under these terms to another person without our written consent. If any provision of these terms is found unenforceable, the remaining provisions will continue in force. No failure or delay by us in enforcing a right shall operate as a waiver of that right.

These terms are intended to operate alongside your statutory consumer rights and any mandatory rights under UK legislation. Nothing in them seeks to remove, restrict, or replace rights that cannot legally be excluded. If there is a conflict between these terms and a non-excludable legal obligation, the legal obligation will prevail. In deciding how to interpret and apply these terms, ordinary principles of contract law and consumer protection will apply.

We ask customers to act reasonably, communicate clearly, and provide accurate information so that the service can be carried out safely and efficiently. If any concern arises before, during, or after the appointment, it should be raised promptly so that it can be reviewed. Many issues can be resolved by inspection, clarification, or further treatment where appropriate. Our goal is to provide a professional carpet cleaning service delivered with care, fairness, and respect for the property being cleaned.

Governing Law

These Terms and Conditions are governed by the laws of England and Wales. Any dispute arising out of or in connection with them, including questions about their existence, validity, interpretation, performance, or termination, will be subject to the exclusive jurisdiction of the courts of England and Wales, except where consumer law provides otherwise. If you are a consumer based elsewhere in the UK, any mandatory rights granted by the law of your home jurisdiction will still apply where required.

The parties agree that any disagreement should first be raised in a constructive and timely manner, with an opportunity for the facts to be reviewed before formal proceedings are considered. This approach does not affect either party’s right to rely on the courts or on any statutory dispute resolution process that may apply. By booking a service with Fulham Carpet Cleaners, you confirm that you have read, understood, and accepted these service terms in relation to the cleaning work arranged.