Addiscombe Carpet Cleaners Service Terms and Conditions

These Terms and Conditions set out the basis on which Addiscombe Carpet Cleaners provides domestic and commercial carpet cleaning, upholstery cleaning, rug care, stain treatment, and related fabric care services in the UK. By making a booking, the customer agrees to these terms, which are designed to create a clear, fair, and practical service agreement. The purpose of this document is to explain how bookings are accepted, how payments are handled, what happens if a visit is cancelled or delayed, and how liability is managed. It also sets out expectations on waste handling and the legal framework that applies to the agreement. References to “we”, “us”, and “our” mean Addiscombe Carpet Cleaners. References to “you” and “the customer” mean the person or business requesting the service.

These terms apply to all carpet cleaning services we provide, whether the work is arranged as a one-off appointment, part of a recurring arrangement, or a combined cleaning visit involving multiple surfaces. If any additional written quotation, email confirmation, or agreed service note differs from these terms, the specific written agreement will apply only to the extent that it clearly states otherwise. We may update these Terms and Conditions from time to time to reflect changes in our procedures, insurance arrangements, legal obligations, or operational requirements. The version in force at the time of booking will normally apply to your appointment unless a later version is expressly accepted by both parties.

A booking is only considered confirmed when we have accepted your request and provided a booking confirmation by the agreed communication method. At the time of enquiry, we may ask for information about room sizes, access conditions, fabric types, stains, previous treatment, parking restrictions, and any special circumstances that could affect the service. This information helps us determine whether the job is suitable, what equipment may be needed, and whether any limitations apply. You agree to provide accurate and complete details. If information supplied at the time of booking is incomplete or misleading, we may revise the quotation, adjust the scope of work, or decline the appointment if the service cannot reasonably be delivered as expected.

All quotations are based on the details provided before attendance. A quote is not a fixed price unless we clearly confirm it as such in writing. Where the final job differs from the original description, for example because additional rooms, larger areas, excessive soiling, or extra treatments are required, we may amend the price before starting or continuing the work. If you request add-on services on the day, such as deodorising, specialised stain removal, or protective treatment, these may be charged separately. We aim to explain any variation clearly before proceeding. The customer remains responsible for ensuring that the requested service suits the condition and material of the items being cleaned.

Appointments are scheduled subject to availability and may be offered within a time window rather than a fixed minute-by-minute arrival time. Reasonable delays can occur due to traffic, previous job duration, equipment issues, access problems, or weather conditions. We will make reasonable efforts to attend within the agreed window or notify you of a delay where practical. If access is restricted, if no one is available to provide entry, or if the property is not ready for work to begin, we may treat the visit as a failed appointment and apply a call-out or cancellation charge where permitted by law and by the circumstances of the booking.

It is your responsibility to ensure that the property is reasonably prepared for cleaning before our arrival. This includes removing fragile items, securing valuables, moving personal belongings where appropriate, and ensuring that power and water access are available if required for the work. We may assist with light repositioning of movable items where safe and practical, but we are not obliged to move heavy furniture, electronic equipment, or objects that may be damaged by handling. If you require furniture moving as part of the Addiscombe carpet cleaning service, this must be agreed in advance and may be subject to additional charges or limitations.

Payment terms depend on the nature of the work and will be explained at the time of booking or on the invoice. Unless we agree otherwise in writing, payment is due on completion of the service on the same day. For business customers or larger jobs, we may require a deposit, partial prepayment, or payment within a stated period after invoicing. Accepted methods of payment may include bank transfer, card payment, cash, or other methods we announce from time to time. Where an invoice is issued, the due date stated on the invoice will apply. Late payment may result in charges, suspension of future bookings, or recovery action to the extent allowed by law.

Any deposit taken secures the appointment slot and may be non-refundable if the booking is cancelled by you within the notice period set out below or if we are unable to complete the work because the property is not accessible, unsafe, or materially different from the description provided. Deposits may also be applied against the final invoice where appropriate. If a refund is due, it will be processed using the same payment method where reasonably possible unless otherwise agreed. Prices quoted may be subject to VAT if applicable, and any such tax will be shown separately where required. Promotional prices, discounts, or special offers may be withdrawn without notice unless already confirmed for an existing booking.

We reserve the right to request payment before leaving the property if the service has been completed and the amount due is clear. Title to any products supplied as part of the cleaning service remains with us until payment is received in full. If payment is not made when due, you will be responsible for any reasonable costs incurred in recovering the debt, including administrative charges, reminder fees, or legal costs where recoverable. Nothing in these terms limits your statutory rights in relation to services that are not provided with reasonable care and skill.

Cancellation by the customer should be made as soon as reasonably possible. Unless a different notice period is stated in your booking confirmation, we ask for at least 24 hours’ notice for standard appointments. If you cancel with sufficient notice, any prepaid amount may be refunded or transferred to a new date, subject to any non-recoverable costs already incurred. If you cancel late, fail to provide access, or are not present when required for a confirmed appointment, we may charge a reasonable cancellation fee reflecting the loss of the reserved time and any expenses already committed. The amount charged will be proportionate and reasonable in the circumstances.

We may also cancel or reschedule a booking where necessary for reasons beyond our control, including severe weather, vehicle breakdown, illness, unsafe conditions, lack of safe access, or the discovery that the work cannot be carried out without risk to people, property, or equipment. In such cases, we will aim to offer an alternative date or, where appropriate, a refund of any prepaid amount for the cancelled element of the service. We are not liable for indirect losses arising from a reasonable rescheduling, but we will always try to minimise disruption. If we arrive and believe the job presents a safety issue, we may suspend or refuse the work until the issue is resolved.

Liability is limited to the extent permitted by UK law. We will use reasonable care and skill in delivering Addiscombe Carpet Cleaners services and will take appropriate precautions when working on carpets, rugs, upholstery, and associated surfaces. However, certain risks are inherent in cleaning, including colour loss, shrinkage, texture change, wicking, hidden pre-existing damage, dye bleed, or the appearance of stains after drying. We are not responsible for damage that results from pre-existing defects, manufacturer faults, unsuitable materials, age-related weakness, incorrect previous treatment, or information withheld by the customer. Where possible, we may test an inconspicuous area before proceeding, but testing does not guarantee that all risks can be eliminated.

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 law. Subject to that, our liability for direct loss arising from a proven breach of contract or negligence will be limited to the amount paid or payable for the specific service giving rise to the claim, except where a greater limit is required by law or covered by our insurance. We will not be liable for loss of profit, loss of business, loss of opportunity, or any indirect or consequential loss. You are responsible for removing or protecting items of value, and we recommend that fragile or irreplaceable items are kept away from the work area.

If you inform us of a stain, spill, or fabric concern, we will use reasonable professional judgment to select suitable methods and products. Even so, complete removal of every stain cannot be guaranteed, especially where the stain has set, has been treated previously, or is caused by substances that permanently alter fibres or dyes. Similarly, some odours, marks, or traffic patterns may reduce only partially depending on material condition and usage history. The customer acknowledges that carpet cleaning is a specialist service that often improves appearance and hygiene significantly, but does not always restore a surface to a like-new condition. Any advice we provide should be treated as practical guidance rather than a warranty unless expressly stated otherwise in writing.

Waste arising from our service, including removed debris, used consumables, packaging, and wastewater from extraction equipment, will be handled in line with applicable UK waste regulations and environmental obligations. We will dispose of waste responsibly and may separate, store, or transport waste in accordance with legal requirements and practical limitations. Where wastewater or contaminated material must be removed from site, you agree that we may take reasonable steps to collect and dispose of it lawfully. You must not ask us to dump, pour, or discard waste in a way that would breach environmental law, local restrictions, or safe working practice. If the property has particular waste handling requirements, you must tell us in advance.

Any products, detergents, stain removers, or protective treatments used during the service will be selected for suitability as far as reasonably practicable, but compatibility cannot be guaranteed on every fibre or surface. Some materials require caution, and in certain cases the safest decision may be to decline treatment or apply a reduced process. You agree to tell us about underfloor heating, delicate weaves, loose dyes, previous restoration, moth damage, water damage, or structural issues affecting the carpet or surrounding area. Failure to disclose such matters may affect both the outcome and any claim you may later make. We may also refuse to clean items that are unhygienic beyond normal service conditions or that create an unacceptable risk to health and safety.

Any complaint should be raised promptly after the service so that the issue can be assessed while the condition of the carpet or textile is still apparent. Where a concern is reported, we may request photographs, access to the area, or an opportunity to inspect the work before further action is taken. If a genuine issue arising from our service is identified, we may offer a re-clean, a remedial adjustment, or another appropriate solution at our discretion, provided this is reasonable and proportionate. This does not affect your statutory rights. Delayed complaints may be harder to verify where the carpet has been used, re-soiled, moved, or altered after our visit.

These Terms and Conditions, together with any written quotation or booking confirmation, form the entire agreement between the customer and Addiscombe Carpet Cleaners for the relevant service unless otherwise agreed in writing. If any provision is found to be invalid or unenforceable, the remaining provisions will continue in full force. No failure or delay in enforcing a right will operate as a waiver of that right. We may transfer our rights and obligations under this agreement where necessary for business or operational reasons, but this will not reduce your rights under the contract.

The agreement is governed by the laws of England and Wales. Any dispute arising from or connected with these Terms and Conditions, the booking, the service, or any related invoice will be subject to the exclusive jurisdiction of the courts of England and Wales, unless mandatory consumer law provides otherwise. If the customer is based elsewhere in the UK, these terms will still apply so far as they are consistent with the applicable legal rules of the relevant jurisdiction. Our aim is always to resolve concerns fairly, efficiently, and with minimal formality before legal proceedings become necessary.

By confirming a booking with Addiscombe carpet cleaners, you acknowledge that you have read, understood, and agreed to these Terms and Conditions. You also confirm that you are authorised to request the service at the property in question and that you have the necessary permission to allow access and cleaning. If you are booking on behalf of another person or business, you warrant that you have authority to bind them to these terms. These conditions are intended to provide a transparent framework for a professional carpet cleaning service and to ensure expectations are clear from the outset.