Terms and Conditions for Little Ilford Carpet Cleaners

These terms and conditions set out the basis on which Little Ilford Carpet Cleaners provides carpet, upholstery, rug, and related cleaning services to domestic and commercial customers. By making a booking, you agree to be bound by these terms. Please read them carefully before confirming any appointment for carpet cleaning services, stain treatment, maintenance cleaning, or associated works. These terms are written for clarity and fairness and are intended to govern the service relationship between the customer and the company.

In these terms, references to “we”, “us”, and “our” mean Little Ilford Carpet Cleaners, and references to “you” or “the customer” mean the person, business, landlord, tenant, or authorised representative who books or receives the service. The scope of our work may include carpet cleaning, stain removal, deodorising, upholstery care, and other agreed cleaning tasks. Any extra work not included in the original booking may only be carried out with your consent and may affect the final price. We reserve the right to refuse or postpone work where we consider it unsafe, unsuitable, or outside our service capability.

These terms apply to all bookings unless we agree otherwise in writing. Any special instructions, quoted limitations, or service exclusions confirmed at the time of booking form part of the agreement. If there is any conflict between these terms and a written quote or booking confirmation, the written quote or confirmation will prevail only for the specific points it addresses.

Booking Process

All bookings must be made through an approved booking method and are subject to availability. When you request a service, you will be asked to provide accurate information about the property, the type of flooring or fabric, access conditions, parking, and any known stains, damage, or previous treatments. The accuracy of this information is important because it allows us to estimate the time required, identify the most suitable cleaning method, and confirm whether any special equipment or products are needed.

At the point of booking, we may provide an estimated price or a fixed quotation. Estimates are based on the information available at the time and may change if the actual condition of the items differs from what was described. A booking is only confirmed when we have accepted it and, where requested, received any deposit or prepayment. We may also require a minimum notice period. Any appointment slot is reserved specifically for you, and a late change can affect our schedule and other customers.

You are responsible for ensuring that the property is ready for the cleaning appointment. This includes removing fragile items, personal valuables, and obstacles that would prevent reasonable access to the area being cleaned. If our team arrives and is unable to begin work due to lack of access, poor conditions, or incorrect information supplied at booking, we may charge a call-out fee or rescheduling fee. We may also decline to proceed until the issue is resolved.

Payment Terms

Payment is due in accordance with the quotation or booking confirmation. Unless otherwise agreed, payment must be made on completion of the service on the same day. We may accept card, bank transfer, cash, or other payment methods notified at the time of booking. Where a deposit is required, it may be used to secure the appointment and may be non-refundable in certain cancellation situations, subject to these terms and applicable consumer law.

Quoted prices are based on standard conditions and the agreed scope of work. Additional charges may apply if the property is heavily soiled, requires extra drying time, involves difficult access, or needs treatment for unusually persistent marks or odours. If additional work becomes necessary, we will normally seek your approval before proceeding. If you refuse additional work, we may complete only the original scope, where possible, and charge accordingly.

Invoices must be paid in full without deduction or set-off unless required by law. If payment is not received when due, we may suspend future bookings, charge reasonable administrative costs, and recover any unpaid sums through lawful means. Any discounts, promotional rates, or special offers are offered at our discretion and may be withdrawn or amended at any time before booking confirmation. Mistakes in pricing caused by obvious error may be corrected before we accept the booking.

Cancellation and Rescheduling

You may cancel or reschedule your appointment by giving reasonable notice. Where we receive sufficient notice, we may offer a new date without penalty. If you cancel at short notice or fail to provide access when we attend, we may charge a cancellation fee to cover lost time, staff costs, and travel. The amount of any fee will be reasonable and proportionate to the circumstances and may depend on how close the cancellation is to the scheduled appointment.

Where a deposit has been paid, its refundability depends on the notice given and any costs already incurred by us in preparing for the job. If we cancel or materially change the appointment for reasons within our control, we will offer a new date or a refund of any prepaid amount for the cancelled service. We are not liable for delays or cancellations caused by events outside our reasonable control, including severe weather, transport disruption, accidents, illness, or emergency situations.

Liability and Service Limitations

We will carry out our services with reasonable care and skill, using products and methods that we consider suitable for the surface or fabric being treated. However, carpet and upholstery cleaning involves some inherent risks, including colour change, pile distortion, shrinkage, fibre loss, pre-existing wear becoming visible, and wicking of stains after drying. These outcomes may occur even where the work has been performed properly, especially on older, delicate, unstable, or previously treated materials. We do not guarantee the removal of every stain, mark, odour, or contamination.

We are not responsible for damage caused by pre-existing faults, hidden defects, poor installation, unsuitable materials, wear and tear, faulty cleaning instructions provided by the manufacturer, or previous treatments applied by others. You should notify us before work begins of any known risks, including loose seams, fragile carpets, damaged furniture, unstable fixtures, or electrical hazards. We may refuse to move heavy, valuable, or unsafe items. Any movement of furniture is at your risk unless we expressly agree otherwise in writing.

To the fullest extent permitted by law, our total liability for any claim arising from the service will be limited to the amount paid, or payable, for the specific service giving rise to the claim. 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 lawfully be excluded. If you believe there is an issue with our work, you must notify us as soon as reasonably possible and allow us a fair opportunity to inspect or address the matter before any third party intervenes.

We will not be responsible for indirect or consequential losses, loss of profit, loss of opportunity, loss of data, or loss arising from business interruption, except where such exclusion is prohibited by law. If a claim is accepted, our preferred remedy may be a re-clean of the affected area, a partial refund, or another proportionate solution based on the circumstances. The choice of remedy will be at our reasonable discretion, taking into account the nature of the issue and the condition of the item before cleaning.

Waste Regulations and Disposal

We comply with applicable UK waste and environmental requirements in relation to the materials generated during our service. This includes the responsible handling of wastewater, packaging, used cloths, and any non-hazardous residue created during cleaning. We will manage waste in a lawful manner and will not knowingly dispose of materials in a way that would breach environmental or public health rules. Where disposal of wastewater or residues is necessary, we will take reasonable steps to ensure it is handled appropriately and in accordance with relevant standards.

If the job involves contamination, mould, biohazards, or unusual waste types, we may decline the work unless suitable arrangements are in place. Certain materials may require specialist disposal, and if this applies we will advise you that extra charges or external services may be needed. You must tell us in advance if the property contains materials or waste that may be regulated, hazardous, or difficult to remove. We may stop work immediately if we discover unsafe or unlawful waste conditions.

Any items removed from the property during the service remain your responsibility unless we agree in writing to take custody of them for disposal. If we are asked to dispose of unwanted items, this will only be done where it is lawful and within the scope of the booking. You must ensure that any waste presented for removal is accurately described. If prohibited substances or regulated waste are concealed among ordinary materials, you may be liable for any resulting delay, cleaning interruption, or additional cost.

Customer Responsibilities

You must cooperate with us to allow the service to be completed safely and efficiently. This includes providing access, electricity, water where required, and reasonable working conditions. You are responsible for securing pets, moving lightweight items where instructed, and protecting valuables or delicate objects. Any failure to prepare the property may lead to delays, additional charges, or a reduced scope of work. If we are unable to complete the service because of your failure to meet these responsibilities, the booking may still be chargeable.

You confirm that you have the authority to request the service for the property and that any consent needed from a landlord, managing agent, tenant, or owner has been obtained. If you are booking on behalf of another person or business, you remain responsible for payment unless we have agreed otherwise in writing. You must also make us aware of anyone on the premises who may be vulnerable or at increased risk during the cleaning process so that we can take reasonable precautions.

Complaints and Service Issues

If you are unhappy with any part of the service, you should tell us promptly so that we can consider the issue and, where appropriate, inspect the work. Raising a concern quickly helps preserve evidence and allows us to resolve matters more effectively. We may ask for photographs, product details, or a description of what happened. A complaint does not automatically entitle you to a refund, but we will review each case fairly and in line with these terms and applicable law.

Where a re-clean, correction, or partial refund is justified, the remedy offered will be reasonable in the circumstances. If the matter cannot be resolved informally, the parties should attempt to settle it through good-faith communication before taking formal action. Any claim must be brought within a reasonable time after the service and, in any event, within the period allowed by law.

Data, Communications, and Changes

We may use the details you provide for the purpose of managing bookings, invoices, service delivery, and related administration. We will handle personal information in accordance with applicable data protection law. By booking with us, you agree that we may contact you in relation to your appointment, payment, or follow-up matters by the communication method you have provided. We will not use your information for unrelated purposes without a lawful basis.

We may update these terms from time to time. The version in force when your booking is accepted will apply to that service, unless a change in law requires a different approach. If any provision of these terms is found to be unlawful or unenforceable, the remaining provisions will continue in effect. No failure or delay by us in exercising any right will amount to a waiver of that right.

Governing Law

These terms and any dispute or claim arising out of or in connection with them are governed by the laws of England and Wales. You and we agree that the courts of England and Wales will have exclusive jurisdiction, except where consumer law gives you the right to bring proceedings elsewhere. Nothing in these terms affects your statutory rights as a consumer.