Terms and Conditions for Feltham Carpet Cleaners

These Terms and Conditions set out the basis on which Feltham Carpet Cleaners provides domestic and commercial carpet cleaning services, including related upholstery and fabric care services where agreed in writing. By making a booking, the customer confirms that they have read, understood, and accepted these terms. These conditions are intended to be fair, clear, and legally compliant under UK law, while reflecting the practical nature of professional carpet cleaning work.

For the purposes of these terms, references to “we”, “us”, or “our” mean the service provider operating under the name Feltham Carpet Cleaners, and references to “you” or “the customer” mean the person requesting or receiving the service. Unless agreed otherwise in writing, these terms apply to all cleaning appointments, quotations, inspections, call-outs, and follow-up visits connected with our carpet cleaning services.

We aim to deliver a professional carpet cleaning service with reasonable care and skill, using appropriate methods for the materials, condition, and level of soiling disclosed at the time of booking or identified on arrival. Some carpets and fabrics require specialist treatment or may carry risks due to age, wear, previous cleaning attempts, dye instability, hidden damage, or unsuitable installation. The customer accepts that certain outcomes cannot be guaranteed where materials are delicate, heavily worn, or previously treated incorrectly.

1. Booking Process

Bookings may be made by telephone, email, online enquiry, or any other method we make available from time to time. A booking is only confirmed once we have accepted the appointment and, where required, received any deposit or pre-authorisation requested at the time of booking. We may ask for details such as the number of rooms, carpet type, approximate size, access conditions, parking arrangements, and any known stains, odours, or special requirements. Accurate information helps us prepare suitable equipment, allocate time correctly, and provide a realistic quotation.

Any quotation provided before attendance is based on the information supplied by the customer and is not a fixed guarantee unless expressly stated. If the condition of the carpet, the size of the area, the level of contamination, or the access circumstances differ materially from what was described, we may revise the price before work begins. We may also decline to proceed if the site is unsafe, inaccessible, or unsuitable for the service requested. By booking a Feltham carpet cleaning appointment, the customer agrees to allow reasonable access to the areas to be cleaned, water supply, and power where needed.

The customer is responsible for removing fragile, valuable, or breakable items from the areas to be cleaned unless we have agreed in advance to move them. We may move lightweight furniture at our discretion, but we are not obliged to move heavy items, electronics, ornaments, or items fixed to walls or floors. Any pre-existing damage, loose fittings, or unstable furniture should be disclosed before the appointment. Where appropriate, we may ask the customer to sign a job sheet or service record confirming the agreed areas, method, and any limitations identified on arrival.

Appointments are scheduled in good faith, but arrival times are estimates rather than exact time slots unless otherwise confirmed. Traffic conditions, parking restrictions, previous job duration, weather, access issues, or equipment problems may affect timing. We will make reasonable efforts to contact the customer if we expect a significant delay. If the customer is not present at the arranged time and no alternative access has been agreed, the appointment may be treated as a missed booking and a call-out or cancellation fee may apply.

Where a quotation is accepted subject to inspection, the final decision about suitability and method may depend on what is found on site. We reserve the right to refuse or adjust treatment if, in our reasonable opinion, a process is likely to damage the carpet, create excessive risk, or produce an unsatisfactory result. This may include issues such as colour loss, weak fibres, water sensitivity, adhesive failure, shrinkage risk, or contamination from previous products. The customer acknowledges that carpet cleaning is a specialist service and that not all stains, odours, or marks can be fully removed.

2. Payments and Charges

All prices are stated in pounds sterling unless otherwise agreed and may be subject to VAT where applicable. Charges may be based on area size, number of rooms, item count, treatment type, level of soiling, specialist stain removal, deodorising, protective treatment, access difficulty, or minimum charge policy. Any additional work requested after the booking has been confirmed may be charged separately. We will normally explain material extra costs before proceeding, but the customer accepts that some issues only become apparent during the service.

Payment is due on completion of the service unless we agree different terms in advance. We may accept cash, bank transfer, card payment, or other methods that we make available, but acceptance of any particular method is not guaranteed. If payment is required before completion for any reason, it must be made promptly. The customer remains responsible for payment even where a third party arranged the booking on their behalf, unless we have expressly agreed otherwise in writing. Failure to pay on time may result in recovery action and reasonable costs of collection, where permitted by law.

Deposits, if requested, are used to secure the booking and may be non-refundable in certain circumstances, particularly where late cancellation occurs or where we have already incurred preparation costs. Any deposit terms will be made clear at the time of booking. Discounts, promotional rates, or special offers may be withdrawn at any time before confirmation and may be subject to eligibility conditions. Invoices, where issued, should be checked promptly. Any dispute relating to an invoice must be raised within a reasonable period so that we can review the matter while records remain available.

If payment is made by bank transfer, it must clear in full before the account is considered settled. We are not responsible for bank delays, transfer errors, or incorrect payment references supplied by the customer. In cases of late payment, we may suspend further services, withhold any optional follow-up work, or apply lawful charges for recovery where applicable. Nothing in these terms affects any rights the customer may have under the Consumer Rights Act 2015 or other relevant UK legislation.

3. Cancellations and Amendments

The customer may cancel or amend a booking by giving reasonable notice. Where a cancellation is made with sufficient notice, we will usually not charge a fee, although this depends on the circumstances and whether special materials, third-party costs, or reserved equipment have already been arranged. If a booking is cancelled at short notice, or if we arrive and cannot complete the service because access is unavailable, the customer may be charged a cancellation fee or a reasonable amount for wasted time and resources.

We may also cancel or reschedule an appointment where circumstances beyond our control prevent performance, including but not limited to illness, vehicle breakdown, severe weather, emergency events, or lack of safe access. In such cases we will normally offer a new appointment date. We will not be liable for any indirect loss arising from cancellation or delay, provided we act reasonably and use reasonable efforts to notify the customer. Any prepaid amount relating to a service we are unable to provide will usually be refunded or credited, unless part-performance has already taken place.

If the customer requests an amendment to the scope of work, timing, or treatment type, we will try to accommodate it where possible. However, changes may affect price, duration, equipment needs, or the suitability of the cleaning method. A revised quotation may be issued. In the context of carpet cleaners Feltham services, flexibility is often possible, but the final decision rests with operational requirements, safety considerations, and the condition of the textile concerned.

4. Liability, Risk, and Service Limitations

We will exercise reasonable care and skill when carrying out the work. However, the customer acknowledges that carpet and fabric cleaning involves inherent risks, including but not limited to shrinkage, colour run, pile distortion, residue release, pre-existing wear becoming more visible, water marking, adhesive failure, or hidden defects becoming apparent after cleaning. These outcomes may occur even when proper procedures are followed. We are not responsible for damage caused by pre-existing weakness, defective materials, poor installation, or prior treatment by another party.

Our liability for loss or damage caused by our negligence is limited to the reasonable cost of repair or replacement, taking into account fair wear and tear, age, condition, and depreciation of the item. We will not be liable for losses that are indirect or consequential, such as loss of profit, business interruption, or emotional distress, except where such exclusion is not permitted by law. 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.

The customer must notify us of any issue as soon as reasonably possible after the service has been completed. Claims may be affected if the item has been re-cleaned, repaired, or altered by another party after our attendance. To assess a complaint fairly, we may request photographs, access to the area, or the opportunity to inspect the item. Where appropriate, our first response may be to re-visit and attempt a reasonable corrective treatment. Any such revisit does not constitute an admission of liability.

We are not responsible for damage caused by items left on carpets or fabric surfaces, including metal, plastic, dye-transfer materials, potted plants, food, cosmetics, pets, or cleaning chemicals supplied by others. The customer should also ensure that all electrical or fragile items are safely isolated before cleaning begins. If we are asked to move items, we will do so only where safe and practical. We accept no liability for hidden pre-existing damage that becomes visible when furniture is moved or when carpets are lifted, brushed, or wet-cleaned.

5. Waste, Water, and Environmental Regulations

We operate in accordance with relevant UK environmental and waste-handling obligations. Waste water, removed residues, used materials, and packaging must be managed responsibly and must not be discharged in a way that breaches applicable local water, drainage, environmental, or nuisance regulations. Where practical, we will take reasonable steps to dispose of waste appropriately and to avoid causing unnecessary pollution or blockage. The customer agrees not to require us to act unlawfully or in a manner inconsistent with environmental standards.

Any hazardous substance, biological contamination, or special waste discovered during cleaning may require additional precautions or may be outside the scope of a standard carpet cleaning service. We may refuse to handle items contaminated with materials that require specialist licensing, training, or disposal arrangements. If the customer has failed to disclose contamination, such as bodily fluids, mould, asbestos-related material, chemicals, oils, or animal waste, we may suspend the job and charge for time already spent. The customer is responsible for declaring known hazards before work starts.

Where a service involves recovery of debris, waste, or contaminated material, the customer must ensure that any legal notices, building rules, or landlord requirements are met. We do not accept responsibility for pre-existing waste management issues at the premises. If waste disposal generates additional cost, this will normally be advised in advance where foreseeable. Our cleaning methods are chosen to minimise water use and waste where practical, but complete elimination of waste water is not always possible in professional textile cleaning.

6. General Provisions and Governing Law

These terms may be updated from time to time to reflect changes in law, business practice, or service methods. The version in force at the time of booking will generally apply to that appointment, unless a later change is required by law. If any part of these terms is found to be unlawful, invalid, or unenforceable, the remaining provisions will continue in full force. No failure or delay by us in enforcing a right shall be treated as a waiver of that right.

Nothing in these terms is intended to create rights for third parties under the Contracts (Rights of Third Parties) Act 1999 unless expressly stated. If any variation is agreed, it must be confirmed in writing or recorded in a manner we can reasonably verify. The customer should retain a copy of the booking confirmation and these terms for reference. For clarity, the service provided by Feltham Carpet Cleaners is limited to the work expressly agreed and does not include unrelated repair, refurbishment, or property management tasks unless separately contracted.

These Terms and Conditions and any dispute or claim arising from them are governed by the law of England and Wales. The courts of England and Wales shall have exclusive jurisdiction, except where consumer law requires otherwise. By booking and allowing the work to proceed, the customer confirms acceptance of these terms as a fair and reasonable basis for the provision of professional carpet cleaning services. The aim is to provide a clear arrangement that protects both parties and supports a reliable, lawful, and transparent service relationship.