Terms and Conditions for Stratford Carpet Cleaners

These Terms and Conditions set out the basis on which Stratford Carpet Cleaners provides domestic and commercial cleaning services. By making a booking, confirming an appointment, or allowing a technician to carry out work, the customer agrees to these terms. Please read them carefully before placing a booking for carpet cleaning services, upholstery care, rug treatment, stain removal, or any related service. These terms are intended to be fair, transparent, and consistent with applicable UK consumer and contract law.

In these Terms and Conditions, “we”, “us”, and “our” refer to Stratford Carpet Cleaners, while “you” and “your” refer to the customer or person requesting the service. Where a booking is made on behalf of another person or business, the person placing the booking confirms that they have authority to do so and that the information supplied is accurate. The service provided may vary depending on the type of fibres, the condition of the item, access, and any special requirements identified before or during the appointment.

These terms apply to all standard carpet cleaning and associated cleaning services unless a written agreement states otherwise. If any part of these Terms and Conditions is found to be unlawful or unenforceable, the remaining provisions will continue in full force. We may update these terms from time to time, and the version in force at the time of booking will apply to the relevant service unless otherwise agreed in writing.

1. Booking Process

Bookings are accepted subject to availability and confirmation by us. A request for a quotation, a proposed date, or an enquiry does not itself create a confirmed contract. A booking becomes binding only when we have acknowledged acceptance and confirmed the appointment details. We may request information about room sizes, item condition, flooring type, access, parking, water supply, or any known issues that may affect the job. This helps us assess whether the service is suitable and whether any additional equipment, time, or charges may be needed.

When you make a booking for Stratford Carpet Cleaners, you must ensure that all details are accurate and complete. This includes the address, preferred time, contact name, service type, and any relevant instructions. If you fail to provide correct information and this causes delay, additional work, or wasted attendance, we may charge reasonably for extra time or costs incurred. We reserve the right to refuse or reschedule a booking if the premises are unsafe, inaccessible, or materially different from the description given at the time of booking.

Customers should also inform us in advance of any conditions that could affect the cleaning process, such as delicate fibres, recent dye work, pre-existing damage, heavy contamination, pet accidents, mould, or the presence of hazardous substances. We may decline to treat certain materials if the risk of damage is too high. Any estimate provided before attendance is based on the information available at that time and may be revised if the actual requirements differ on inspection.

If an appointment is booked for a specific time window, we will make reasonable efforts to attend within that period. However, arrival times may vary due to traffic, earlier jobs, access issues, or unforeseen operational delays. We are not responsible for minor timing changes that are outside our control. If the delay is significant, we will aim to notify you and rearrange where reasonably possible. You agree to provide reasonable access to the property and to ensure the area to be cleaned is ready for work to begin.

2. Payments

Unless otherwise agreed, payment is due in full upon completion of the service or on the invoice date stated by us. We may request a deposit for larger bookings, repeat commercial work, or appointments made at short notice. Any deposit is normally non-refundable except where we cancel the service or are unable to provide it due to reasons within our control. Accepted payment methods may include bank transfer, cash, card payment, or other methods communicated at the time of booking. We may vary available methods from time to time.

All prices quoted are subject to confirmation and may be based on an estimate rather than a fixed price. Where the scope of work changes after inspection, for example if additional rooms are added or the condition of the carpet is more severe than described, the price may be adjusted accordingly. Any extra charge will be explained before the additional work is undertaken whenever reasonably practicable. If you request a service outside normal hours or require urgent attendance, an out-of-hours or priority charge may apply.

Invoices that remain unpaid after the due date may incur late payment charges and, where lawful, statutory interest and recovery costs. We reserve the right to suspend further work, withdraw discounts, or refuse future bookings if previous invoices remain outstanding. If you dispute an invoice, you should notify us promptly and provide details of the issue. Undisputed sums must still be paid by the due date while any dispute is investigated.

3. Cancellations and Amendments

You may cancel or amend a booking by giving us reasonable notice. For standard domestic appointments, at least 24 hours’ notice is preferred, and longer notice may be required for larger or specialist jobs. If you cancel at short notice, fail to provide access, or are not present at the agreed time where attendance is necessary, we may charge a cancellation fee that reflects the lost time, travel, and administration costs. The amount charged will be reasonable and proportionate to the circumstances.

If we need to cancel or rearrange your booking, we will try to give notice as soon as reasonably possible and offer an alternative date. We may cancel where unsafe working conditions exist, where equipment failure prevents completion, where access is not available, or where there is a conflict with law or health and safety requirements. In such cases, any prepaid amount relating to work not performed will be refunded or credited, unless the cancellation was caused by your breach of these terms.

Amendments to bookings, including changes to the service type, number of items, or address, are subject to our availability and may affect pricing and completion time. If an amendment materially changes the nature of the work, we may reissue the estimate or ask for reconfirmation. Repeated changes at short notice may result in an administration charge where costs are incurred. We aim to be flexible, but changes must remain practical and safe for our team and equipment.

4. Service Standards, Liability and Limitations

We will use reasonable skill and care in carrying out every carpet cleaning service and related treatment. However, cleaning results can never be guaranteed in every case because outcomes depend on fibre type, stain age, wear, previous treatments, hidden damage, and environmental conditions. Some marks may be permanent or may lighten only partially. We do not guarantee complete stain removal, colour restoration, or the removal of all odours, although we will always use appropriate methods where reasonably possible.

Before work begins, we may carry out a visual inspection and, where appropriate, a test patch. You should tell us about any known colour loss, weak seams, loose edges, underlay issues, shrinkage risk, or items that have been repaired or treated previously. We are not liable for damage caused by pre-existing defects, normal wear and tear, hidden faults, or unsuitable materials where the risk was not reasonably detectable before treatment. Where an item is already fragile, we may ask you to confirm that you accept the risk of proceeding.

Our liability for direct loss or damage caused by our negligence is limited to the lesser of the total fee paid for the relevant service or the reasonable cost of repair or replacement, unless the law requires otherwise. We do not exclude or limit liability for death or personal injury caused by our negligence, fraud, or any other liability that cannot legally be excluded under UK law. We are not liable for indirect or consequential loss, loss of profit, loss of business, or loss of opportunity arising from the service, except where such limitation is prohibited by law.

To the fullest extent permitted by law, we shall not be responsible for damage caused by items left in or near the working area, including unsecured furniture, ornaments, electrical devices, or other belongings that were not removed before the service started. You are responsible for ensuring that valuables, fragile items, and personal possessions are protected. If we assist with moving furniture, this is done at your request and at your risk unless the damage results from our negligence. We will take reasonable care, but we cannot accept responsibility for pre-existing instability or defective construction.

5. Waste, Disposal and Environmental Regulations

We operate in accordance with applicable UK waste and environmental regulations. Where our service creates wastewater, extracted residues, used pads, removed debris, or other waste material, we will handle and dispose of it responsibly. We will not knowingly discharge waste in a manner that breaches environmental rules, drainage restrictions, or local authority requirements. Any waste generated directly by our work remains our responsibility unless otherwise agreed in writing.

You must ensure that any hazardous substances, sharp objects, bodily fluids, mould contamination, or other regulated waste are disclosed before the appointment. We may refuse to handle or continue working on any item that presents a legal, biological, chemical, or health risk. If specialist disposal is required because of contamination, infestation, or unlawful dumping, extra charges may apply and work may be suspended until the situation can be addressed safely and lawfully.

We expect customers to comply with all applicable waste and environmental rules in relation to materials they supply, store, or ask us to treat. If you ask us to remove or dispose of any item beyond ordinary cleaning residue, we may need to classify it and charge accordingly. You must not ask us to dispose of prohibited waste without prior agreement. Where the law requires a particular disposal method, we will follow it and may refuse work that would place us in breach of our obligations.

6. Customer Responsibilities

You are responsible for clearing the working area as far as reasonably practical and for ensuring safe access to the property. This includes securing pets, moving small personal items, and advising us of any parking restrictions or access limitations that could affect arrival or setup. If access is delayed or made impossible by circumstances within your control, we may need to shorten the service, reschedule, or charge for wasted attendance.

You must ensure that utilities needed for the service, such as electricity and water, are available and in good working order unless otherwise agreed. If power, water, or suitable conditions are not available, we may not be able to complete the work. Any delay or additional cost arising from this may be charged to you where reasonable. If the premises are unsafe, unsanitary, or unsuitable for the service, our team may leave the site and treat the booking as cancelled by the customer.

It is also your responsibility to notify us if the property contains children, vulnerable adults, or sensitive medical equipment in the area to be cleaned, so we can take appropriate precautions. We may ask that the space be vacated during work for safety and practical reasons. You should not re-enter wet or freshly treated areas until advised that it is safe to do so.

7. Complaints and Remedies

If you are unhappy with any aspect of the service, you should notify us within a reasonable time after completion, describing the issue clearly and, where possible, providing photographs. We may ask to inspect the relevant area or item before offering a remedy. If we determine that the complaint relates to workmanship within our control, we may offer a re-clean, a partial refund, or another appropriate remedy at our discretion and in accordance with your statutory rights.

Complaints relating to results that depend on pre-existing damage, hidden defects, or limitations disclosed before the work began may not qualify for a refund or further treatment. Our aim is to resolve concerns fairly and promptly. Nothing in these Terms and Conditions affects your legal rights as a consumer under applicable UK law.

8. Governing Law

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 over any dispute unless the law permits otherwise. By using our services, you agree that the agreement between us is formed and performed under this legal framework.

9. General Provisions

Any failure by us to enforce a right or provision under these terms will not be deemed a waiver of that right or provision. Headings are included for convenience only and do not affect interpretation. If any clause is held invalid or unenforceable, the remainder of the agreement shall continue in force. These Terms and Conditions represent the entire agreement between the parties in relation to the service, unless expressly varied in writing.

Nothing in these terms is intended to create rights enforceable by third parties except where required by law. We may assign or subcontract parts of the service where appropriate, provided this does not materially reduce the standard of care owed to you. By proceeding with a booking for Stratford Carpet Cleaners, you confirm that you have read, understood, and agreed to these Terms and Conditions.