Leytonstone Carpet Cleaners Terms and Conditions
These Terms and Conditions set out the basis on which Leytonstone Carpet Cleaners provides carpet, upholstery and related cleaning services to domestic and commercial customers in the UK. By making a booking, you confirm that you have read, understood and agreed to these terms. They are designed to create a clear, fair and practical agreement between the customer and the service provider. For the purposes of these terms, references to “we”, “us” and “our” mean Leytonstone Carpet Cleaners, and references to “you” and “your” mean the customer who books or receives the service.
These terms apply to all carpet cleaning services, including standard cleaning, stain treatment, deep cleaning, upholstery cleaning, end-of-tenancy cleaning and any additional treatments agreed in writing. If a separate written quotation, service specification or pre-visit assessment contains specific conditions, those details will take priority where they conflict with these terms. Nothing in these terms affects your statutory rights as a consumer under UK law.
We aim to provide a professional and transparent service. However, cleaning results can vary depending on fabric type, previous wear, stain age, fibre condition, and the level of soiling present. Because of this, any statements about likely outcomes should be treated as estimates and not guarantees unless we expressly confirm otherwise in writing.
1. Booking Process
All bookings are subject to availability and acceptance by Leytonstone Carpet Cleaners. A booking may be made by telephone, email, online form or any other method we make available from time to time. Once a request is received, we may ask for additional details such as room size, flooring type, access arrangements, parking information, special stain concerns, and whether water or electricity supplies are available.
After reviewing the information provided, we may issue a quotation or an estimated price. Unless stated otherwise, quotations are based on the details you provide and may change if the actual condition, size or specification of the work differs from what was described at the time of booking. A booking is only confirmed once we have accepted it and, where required, received any deposit or advance payment.
On the service date, you or an authorised adult must be present to grant access, confirm the areas to be cleaned and make any necessary decisions. If you are not present, you accept responsibility for ensuring that a suitable person is available to give instructions. We reserve the right to refuse or postpone work if access is unsafe, incomplete or materially different from the information supplied during booking.
You are responsible for removing fragile items, valuables, ornaments, small furniture, delicate electronics and other objects that could be damaged during cleaning. Unless agreed otherwise, our service is provided on the basis that areas to be cleaned are reasonably clear and accessible. We may assist with light furniture movement where safe and practical, but we are not obliged to move heavy, fixed or hazardous items.
When selecting a cleaning package, you should ensure that the chosen service is suitable for the material and condition of the item or surface. Leytonstone Carpet Cleaners may recommend a different method if the one requested is unsuitable, ineffective or likely to cause damage. In such circumstances, we may adjust the quotation before commencing work. If you decline the recommended adjustment, we may choose not to proceed.
All estimated timeframes are approximate. We will aim to attend within the agreed window, but arrival times can be affected by traffic, prior job duration, weather conditions or equipment issues. Delays do not automatically entitle you to compensation, although we will make reasonable efforts to keep you informed if a delay is expected.
2. Payments and Charges
Charges are based on the quotation, agreed hourly rate, fixed-price package or other pricing structure communicated to you before the service begins. Unless otherwise stated, all prices are quoted in pounds sterling and may be subject to VAT where applicable. Any additional work requested during the visit, such as extra stain treatment, deep extraction, deodorising or cleaning of additional rooms, will be chargeable at the rate communicated before that additional work begins.
Payment terms will be confirmed at the time of booking or on the invoice. We may require full payment on completion, payment in advance, or a deposit to secure the appointment. If a deposit is taken, it may be non-refundable except where cancellation rights under applicable consumer law require otherwise. Any unpaid balance must be settled immediately on completion unless we have agreed a different payment schedule in writing.
Accepted payment methods may include bank transfer, debit card, credit card or cash, subject to the payment facilities available at the time. We reserve the right to suspend future bookings, charge reasonable recovery costs and/or refuse further services if an invoice remains unpaid beyond the agreed due date. Late payment may also result in interest and charges where permitted by law.
3. Cancellations, Rescheduling and No-Shows
You may cancel or reschedule a booking by giving us reasonable notice. For standard domestic appointments, we ask for at least 24 hours’ notice where possible. For larger, commercial or multi-room bookings, we may require longer notice, which will be stated in your quotation or booking confirmation. Cancellations made with insufficient notice may result in a cancellation fee to cover reserved time, travel and preparation costs.
If we arrive at the agreed address and cannot gain access, the property is unsafe, the service cannot proceed due to lack of preparation, or the appointment is refused without reasonable notice, the booking may be treated as a late cancellation or no-show. In such cases, we may charge a call-out fee or the full agreed price, depending on the circumstances and the work reserved for that visit.
We may also need to reschedule where staff illness, equipment failure, severe weather or other events outside our control make it impractical to attend. Where this occurs, we will try to offer an alternative appointment as soon as reasonably possible. We are not responsible for any indirect loss caused by a rescheduled appointment, provided we have acted reasonably and in good faith.
If you are entitled to cancel under consumer distance-selling rules or other applicable UK consumer legislation, those rights will apply in addition to the notice periods set out above. Where work has already started at your request before the expiry of a cancellation period, you may be required to pay for the services already provided up to the point of cancellation.
4. Customer Responsibilities
To enable us to provide an effective carpet cleaning service, you must give accurate information about the items to be cleaned, including any known stains, prior treatments, damage, shrinkage risk or special care requirements. If incorrect or incomplete information is supplied, we will not be liable for poor results or damage arising from those inaccuracies.
You should ensure that the property has access to water, electricity and safe working conditions unless we have agreed alternative arrangements in advance. We may refuse to use equipment where facilities are inadequate or where doing so would create a health and safety risk. If a job cannot be completed because the required conditions are not available, any wasted attendance time may still be chargeable.
We ask that pets are secured and that children and other occupants are kept clear of the work area during cleaning and drying. Surfaces may remain damp for a period after treatment, and you are responsible for avoiding use of the cleaned areas until they are dry or otherwise safe to use.
5. Liability and Limitations
We will carry out services with reasonable care and skill, using products and equipment that are suitable for the task. However, certain fabrics, dyes, finishes and aged materials may react unpredictably to cleaning. Where the item has an inherent weakness, concealed defect or pre-existing damage, we are not responsible for deterioration that occurs despite reasonable care.
Our liability for loss or damage will be limited to the cost of repairing the affected item or, where repair is not reasonable, the fair value of the item immediately before the incident, subject to any legal limitations that apply. We shall not be liable for loss of profit, loss of business, emotional distress, inconvenience or any indirect or consequential loss, except where such exclusion is not permitted by law.
We do not exclude or limit liability for death or personal injury caused by our negligence, fraud, fraudulent misrepresentation or any other liability that cannot lawfully be excluded under UK law. Nothing in these terms reduces your rights in relation to services that are not provided with reasonable care and skill.
While we take care to protect furniture, fixtures and fittings, we cannot accept responsibility for marks, discolouration, shrinkage, colour bleed or fibre distortion where these risks are inherent in the material or where you have declined our recommendation to use a different method. Any claim for damage must be raised as soon as reasonably possible and, where practical, before the cleaned items are moved, altered or used extensively.
6. Waste Regulations and Disposal
Leytonstone Carpet Cleaners operates in accordance with applicable UK waste handling and environmental requirements. Cleaning waste water, used materials, residue and packaging will be managed responsibly and in line with relevant rules on disposal, contamination prevention and environmental protection. We will not knowingly dispose of waste in a manner that breaches legal requirements or causes avoidable harm to the environment.
Where a service produces waste that cannot safely be discharged into a normal drainage system, we may collect and remove it for lawful disposal or ask you to provide suitable facilities, depending on the nature of the work. Hazardous substances, contaminated materials and items requiring specialist disposal may incur extra charges and may need to be handled separately in accordance with applicable regulations.
You must tell us in advance if the property contains materials, residues or substances that could be hazardous, restricted or subject to special disposal rules. This includes, without limitation, biological contamination, chemicals, sharps, mould-related debris or other regulated waste. If undisclosed hazardous waste is encountered, we may stop work immediately and charge for time already spent and any additional safety measures required.
7. Quality, Complaints and Reattendance
If you believe the service has not been delivered as agreed, you should notify us as soon as reasonably possible so that we can investigate. In many cases, a reattendance may be arranged to review the issue and, where appropriate, carry out further treatment. Any request for a review must be made before the area is subject to further cleaning, restoration or alteration by another contractor.
We do not guarantee removal of every stain, odour or mark, particularly where the item has already been treated by other products, where the stain has set over time, or where previous damage prevents a full restoration. A complaint will only be considered against the agreed scope of work and the condition disclosed before the visit. Reasonable wear, residual shadowing and recurring stains may not be classed as defects in service.
Our decision following an inspection will be based on the information available, photographs where relevant, and the nature of the surface or material cleaned. Where further work is required, any additional visit will be offered on a fair basis and may be chargeable if the original service was completed properly but the issue relates to material condition or pre-existing contamination.
We encourage customers to keep records of any concerns and to allow us the opportunity to investigate before making changes to the cleaned area. This helps us assess the issue accurately and decide whether any remedial action is appropriate.
8. Force Majeure
We shall not be liable for any failure or delay in performing our obligations where that failure arises from events outside our reasonable control. These may include severe weather, flooding, fire, power failure, transport disruption, strikes, equipment shortages, public health restrictions or government action. If such an event occurs, we will try to rearrange the appointment or otherwise minimise disruption.
If a force majeure event continues for an extended period, either party may be entitled to suspend or cancel the booking without liability for the affected part of the service, except for amounts already due for work completed. Any deposits or advance payments will be handled fairly in accordance with the circumstances and any mandatory legal obligations.
9. Governing Law and Jurisdiction
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. If you live in Scotland or Northern Ireland, mandatory consumer protections applicable in your jurisdiction will continue to apply where relevant.
Any dispute that cannot be resolved amicably will be subject to the exclusive jurisdiction of the courts of England and Wales, except where consumer law gives you the right to bring proceedings in another competent court. If any part of these terms is found unenforceable, the remaining provisions will continue in full force and effect.
By booking with Leytonstone Carpet Cleaners, you confirm that you have read these terms carefully and agree that they form the basis of the services supplied. We may update these terms from time to time, and the version in force at the time of your booking will apply unless a later change is required by law.
