Terms and Conditions for Riddlesdown Carpet Cleaners

These Terms and Conditions set out the basis on which Riddlesdown Carpet Cleaners provides domestic and commercial carpet cleaning, rug cleaning, upholstery cleaning, and related stain treatment services. By making a booking, the customer confirms that they have read, understood, and agreed to these terms. These terms are intended to create a clear and fair agreement between the customer and the cleaning provider, covering the booking process, payment, cancellations, liability, waste handling, and the law that applies to the service.

The wording below should be read carefully before any appointment is confirmed. If any part of these Terms and Conditions is unclear, the customer should raise the issue before the service begins. The company may update these terms from time to time, and the version in force at the time of booking will apply unless otherwise agreed in writing. For the avoidance of doubt, references to carpet cleaning services, cleaning services, or professional carpet cleaning mean services supplied by Riddlesdown Carpet Cleaners or by any authorised operative acting on its behalf.

These terms apply to all standard domestic and business clients unless a separate written agreement states otherwise. Nothing in these terms affects the customer’s statutory rights under UK consumer law where those rights cannot lawfully be excluded or limited.

1. Booking Process

A booking is not confirmed until Riddlesdown Carpet Cleaners has accepted the request and provided a date, approximate time window, or other written confirmation. A request for a visit does not itself guarantee availability. The company may ask for details about room size, surface type, access, prior treatments, stain conditions, or any other information needed to prepare an accurate quotation and suitable service plan.

Customers must give accurate and complete information when booking. This includes, where relevant, the type of carpet or fabric, the presence of pets, heavy soiling, delicate fibres, recent spills, or any condition that may affect cleaning outcomes or equipment choice. If the information supplied is incomplete or inaccurate, the company may revise the price, alter the scope of the work, or withdraw from the booking where proceeding would be unsafe or impractical.

The company will usually confirm the appointment by message, email, or another agreed method. Any estimate given before an inspection is based on the information provided by the customer and may be adjusted if the on-site condition differs materially from the description. An estimate is not a fixed quotation unless expressly described as such in writing. Riddlesdown Carpet Cleaners reserves the right to refuse a booking where the requested work falls outside the company’s normal service range or would breach health, safety, or legal requirements.

2. Access, Preparation, and Customer Responsibilities

On the day of the appointment, the customer must ensure reasonable access to the premises, parking where necessary, and an environment in which the work can be carried out safely. The customer is responsible for moving small or fragile items, securing valuables, and advising of hidden hazards such as loose wiring, water damage, structural defects, or unsafe flooring. Where the customer requests that the cleaner move furniture or items, this will be done only at the customer’s risk and only where it is safe and practical to do so.

The customer should also ensure that the areas to be cleaned are as clear as reasonably possible before arrival. The company may decline to clean items or areas that are excessively cluttered, unsanitary, or likely to cause damage to property, tools, or equipment. If access is delayed, interrupted, or made impossible by circumstances within the customer’s control, the company may charge for wasted time, a call-out, or a rebooking fee where appropriate.

Riddlesdown Carpet Cleaners may use professional detergents, pre-sprays, extraction tools, rotary equipment, or low-moisture methods depending on the textile and soil level. The customer accepts that different materials react differently to cleaning, and that results vary according to age, wear, fibre condition, dye stability, and previous treatment history. A service performed with reasonable skill and care does not guarantee complete removal of all stains, odours, or damage that existed before cleaning.

3. Payments and Pricing

Prices are normally based on the quoted scope of work, the number of rooms or items, the condition of the materials, access, and any additional treatments requested. Unless otherwise stated, all quotations are valid for a limited period and may change if the scope or conditions change before the appointment. The final amount payable may reflect any agreed extras, urgent work, parking charges actually incurred, or unforeseen complications that were not reasonably apparent at the time of quoting.

Payment is due immediately upon completion unless another arrangement has been agreed in advance in writing. The company may accept cash, bank transfer, card payment, or another payment method stated at the time of booking. If payment is to be made by invoice, the invoice must be paid by the date specified. Late payment may result in administrative charges, interest, or recovery action permitted by law, particularly where the customer is a business client.

Where a deposit is required, the booking may be held only for a limited time and may be released if the deposit is not received by the stated deadline. Deposits are normally offset against the total price, subject to the cancellation rules below. Any discount, offer, or promotional rate is conditional on the customer complying with the booking terms and permitting the service to be completed as agreed.

4. Cancellations, Rescheduling, and No-Access Fees

Customers may cancel or reschedule a booking by giving reasonable notice. Where notice is received sufficiently early, the company will generally offer an alternative date without penalty. If a cancellation is made at short notice, the company may charge a cancellation fee to reflect lost time, reserved capacity, and administrative costs. The exact fee may depend on the notice period, the size of the job, and whether specialist equipment or staffing has already been arranged.

If the company arrives at the agreed address and cannot begin work because access is unavailable, no one is present, the customer is not prepared, or conditions are unsafe, the appointment may be treated as a missed booking. In that situation, a call-out charge or minimum fee may be payable. This also applies if the customer asks the operative to leave after arrival because the service can no longer proceed for reasons outside the company’s control.

The company may reschedule without liability where circumstances beyond its reasonable control prevent attendance or performance, including severe weather, traffic disruption, vehicle failure, illness, power loss, emergency conditions, or the unavailability of essential equipment. In such cases, a new appointment will usually be offered. The company will not be responsible for consequential loss arising from a rescheduled appointment unless required by law.

5. Liability and Service Limitations

The company will use reasonable skill and care in providing carpet cleaning and related services. However, the customer acknowledges that cleaning involves the use of water, detergents, heat, suction, and mechanical action, all of which carry some risk. Riddlesdown Carpet Cleaners is not liable for pre-existing damage, hidden defects, wear and tear, colour instability, shrinkage caused by prior poor fitting or deterioration, or reactions due to unsuitable fibre composition unless the company has been negligent.

Before cleaning begins, the customer should disclose any known issues such as previous bleach spots, dye transfer, weakened seams, underlay problems, moth damage, moisture sensitivity, or previous cleaning attempts that may affect results. If the customer withholds such information, any resulting damage or limitation of outcome will not be the responsibility of the company. Where the customer has asked the company to proceed despite a warning, the work will be carried out at the customer’s risk to the extent permitted by law.

The company will not be responsible for indirect loss, loss of profit, loss of business opportunity, or other consequential damages, except where such exclusion is prohibited by law. Nothing in these terms limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot be excluded under UK law. If the company is found liable for direct loss, any remedy will be limited to the reasonable cost of the affected service or the cost of repair or replacement, as appropriate and lawful.

6. Waste Regulations, Disposal, and Environmental Handling

During carpet cleaning work, waste may include removed debris, contaminated water, used pads, disposable cloths, packaging, or other materials created by the service. Riddlesdown Carpet Cleaners will handle waste in accordance with applicable UK waste regulations and environmental obligations. Waste generated by the service will be disposed of responsibly and only through lawful and appropriate methods. The company will not knowingly discharge waste in a way that breaches environmental rules, drainage restrictions, or site-specific requirements.

The customer remains responsible for disclosing any special waste conditions at the property, including hazards such as bodily fluids, mould, asbestos-related concerns, chemical residues, or other contamination that may require specialist handling. If the company encounters material that cannot be managed safely within a standard cleaning visit, it may suspend the work, take protective measures, or recommend specialist removal. In some cases, additional charges may apply if lawful disposal or containment requires extra time, materials, or equipment.

Where waste must be removed from the premises, the company may select the disposal method it considers most suitable and lawful. The customer must not ask the company to dispose of prohibited or hazardous items unless this has been expressly agreed and can be lawfully undertaken. The company may refuse any request that would create a regulatory breach or an unreasonable environmental risk. Responsible carpet cleaners should always follow proper waste handling standards, and the customer agrees to cooperate where access, segregation, or disposal compliance is needed.

7. Complaints, Re-Visits, and Quality Concerns

If the customer believes the service has not been delivered as agreed, they should notify the company within a reasonable time after completion and before any further treatment, heavy use, or external interference affects the cleaned area. The company may ask for photographs, details of the issue, or the chance to inspect the relevant area. This helps determine whether the concern relates to workmanship, an unavoidable limitation of cleaning, or a pre-existing condition.

Where a genuine issue caused by the company is identified, Riddlesdown Carpet Cleaners may, at its discretion and where reasonable, offer a re-clean, partial refund, or another suitable remedy. This does not apply where dissatisfaction results from normal variation in cleaning results, unrealistic expectations, contamination after cleaning, or failure to follow aftercare advice supplied at the time of service. Any re-visit must be arranged within a reasonable period and on the understanding that the company is given a fair opportunity to resolve the matter.

The customer agrees not to withhold payment because of a complaint unless the law permits such withholding. Any dispute should be handled calmly and in good faith. The company aims to resolve concerns fairly and promptly, but this clause does not remove the customer’s rights to pursue lawful remedies where appropriate.

8. Force Majeure and Suspension of Services

The company shall not be liable for failure or delay in performing the service where the failure arises from events beyond its reasonable control. Such events may include, without limitation, fire, flood, storm, epidemic, public emergency, transport disruption, industrial action, utility failure, or access restrictions imposed by third parties or public authorities. In these circumstances, the company may suspend work, change the appointment time, or cancel the booking without liability for loss beyond any refund required by law.

If a force majeure event affects only part of the service, the company may complete the unaffected parts and reschedule the remainder where practical. Any refund or charge adjustment will reflect the work actually completed and the costs reasonably incurred. The company will make reasonable efforts to communicate changes as early as possible, but it cannot guarantee exact timings in situations outside its control.

The customer accepts that the provision of carpet cleaning services depends on safe conditions and workable access. If continuing would create a risk to personnel, property, or compliance obligations, the company may stop work immediately. This is not a breach of contract.

9. Governing Law and General Terms

These Terms and Conditions are governed by the laws of England and Wales. Any dispute arising from or connected with the services, these terms, or any non-contractual obligations relating to them shall be subject to the exclusive jurisdiction of the courts of England and Wales, except where consumer legislation provides otherwise. If any part of these terms is found to be invalid, unlawful, or unenforceable, that part shall be treated as removed to the minimum extent necessary, and the remaining provisions will continue in full force.

No employee, contractor, or representative of the company has authority to vary these terms unless the variation is confirmed in writing by an authorised person. Failure by the company to enforce any right or clause on one occasion does not mean that right is waived on any later occasion. Headings are included for convenience only and do not affect interpretation. References to the singular include the plural and vice versa where the context allows.

By booking or accepting a visit from Riddlesdown Carpet Cleaners, the customer confirms that they have the authority to agree to these terms on behalf of themselves, their household, or their organisation as applicable. These Terms and Conditions form the complete agreement between the parties concerning the service unless replaced by a later written agreement signed or confirmed by the company.