Terms and Conditions
These Terms and Conditions set out the basis on which Deptford Carpet Cleaners provides domestic and commercial carpet cleaning, upholstery cleaning, and related fabric care services within the United Kingdom. By making a booking, confirming a quotation, or allowing our team to begin work, the customer agrees to be bound by these terms. They are designed to keep the service clear, fair, and predictable for both parties, while recognising that every carpet cleaning appointment can involve different materials, access conditions, and levels of soiling.
In these Terms and Conditions, references to “we”, “us”, and “our” mean the service provider operating under the name Deptford Carpet Cleaners. References to “you” and “your” mean the customer, whether that customer is a private homeowner, tenant, landlord, letting agent, business owner, or other person arranging a cleaning appointment. These terms apply to all carpet cleaning services unless a separate written agreement states otherwise. If any part of these terms is found to be unlawful or unenforceable, the remaining provisions will continue in full force.
We reserve the right to amend these Terms and Conditions at any time. Any updated version will apply to bookings made after the date of publication or communication of the change. It is your responsibility to read the terms in force at the time of booking. Nothing in these Terms and Conditions affects your statutory rights under UK consumer law where those rights apply.
A booking is considered requested when you provide the necessary details for a carpet cleaning appointment, including the type of service required, property access information, preferred date, and any known cleaning concerns. A quotation may be based on approximate room sizes, photographs, descriptions, or a pre-visit assessment. Where a quote is provided before inspection, it is subject to confirmation once the actual condition of the carpet or furnishing has been checked on site. Deptford Carpet Cleaners may decline or revise a booking if the information supplied is incomplete, inaccurate, or materially different from the conditions observed at the appointment.
It is your responsibility to ensure that all information given at booking is accurate and up to date. This includes advising us of delicate fibres, previous treatments, staining, pet contamination, water damage, mould, loose seams, fragile dye work, or any other issue that may affect the cleaning method. If you request a specific result, such as odour reduction, stain treatment, or restoration of appearance, we will explain whether that outcome is realistic, but we do not guarantee the removal of every stain, mark, or smell.
All bookings are subject to technician availability and confirmation from us. A booking does not become binding until we accept it, which may be done verbally, in writing, or through an electronic confirmation. We may ask for a deposit or pre-authorisation where a booking involves a large job, a commercial contract, weekend attendance, urgent call-out, or a service requiring special materials or equipment. Once confirmed, you should treat the appointment as fixed unless you cancel or reschedule in accordance with the cancellation terms below.
Access to the property or premises must be provided at the agreed time. If our team arrives and cannot gain access, or if the job cannot proceed because the area has not been prepared as agreed, the appointment may still be charged in full or in part, depending on the circumstances. You should ensure that the rooms or items to be cleaned are available, keys or entry codes are provided where necessary, and any relevant building rules, parking limitations, or permit requirements are communicated in advance.
The customer should remove small personal items, fragile objects, valuables, and any items not intended to be cleaned before the appointment begins. We may move lightweight furniture where reasonably practical, but we are not obliged to move heavy, fixed, unstable, or high-value items. If furniture is moved, we will do so with reasonable care, but you remain responsible for clearing rooms sufficiently to enable the work to be carried out safely and efficiently. 
Any special instructions should be stated before the work starts. This includes areas to avoid, priorities for stain treatment, or concerns about pets, children, allergies, or environmental sensitivities. Where circumstances change after booking, we may need to adjust the planned service, the time required, or the cost. If the alteration is substantial, we may treat it as a revised booking rather than the original arrangement.
Prices are normally quoted in pounds sterling and are subject to any applicable taxes unless stated otherwise. The final charge may depend on the actual size and number of areas cleaned, the condition of the carpets, the cleaning method used, and any extra treatments requested on site. Where a quotation is offered as a fixed price, it applies only to the scope described in the booking confirmation and assumes normal access and reasonable working conditions. Additional tasks requested on the day may be charged separately.
Payment is due in accordance with the terms agreed at booking or upon completion of the service, unless we have agreed a different arrangement in writing. We may accept cash, bank transfer, card payment, or another approved method. Where invoicing is agreed for business clients, payment must be made within the stated credit period. Late or failed payment may result in additional administration charges, interest where legally permitted, and suspension of future services until outstanding sums are settled.
If a payment card is used, you confirm that you are authorised to use it and that sufficient funds or credit are available. We may take a deposit, partial payment, or full advance payment where the booking requires it. Any deposit is non-refundable except where we cancel the appointment or otherwise agree in writing. If the price on the day differs from the original estimate because the job is larger, more contaminated, or materially more complex than described, we will explain the reason before proceeding wherever reasonably practicable.
Cancellation and rescheduling are available, but notice must be given within a reasonable period. If you cancel or move the appointment with at least 24 hours’ notice, we will usually not charge a cancellation fee unless special materials, parking, or third-party costs have already been incurred. Short-notice cancellations, repeated changes, or failure to attend at the arranged time may result in a charge that reflects our lost time and incurred expenses. In some cases, the deposit may be retained to cover these losses.
We may cancel or reschedule an appointment if circumstances beyond our reasonable control prevent us from attending or completing the work safely. This may include severe weather, vehicle breakdown, staff illness, access restrictions, utility failure, or circumstances at the premises that create an unsafe or unsuitable working environment. If we cancel, we will seek to rearrange the service at a mutually convenient time or refund any advance payment for the affected portion of the booking, unless an alternative arrangement is agreed.
If the customer is not present when required, or if our team is delayed because access arrangements fail, we may treat the appointment as cancelled by the customer. In such cases, a waiting charge or call-out charge may apply. We will always act reasonably and proportionately, but repeated missed appointments or abuse of the booking system may lead us to refuse future work. 
We carry out carpet cleaning with reasonable care and skill, using methods selected according to the fabric type, level of soiling, and site conditions. However, cleaning is not the same as restoration, and some stains, wear patterns, crushing, shading, dye instability, odours, or pre-existing damage may remain visible after treatment. Natural fibres, older carpets, and previously repaired items may react unpredictably to moisture, heat, or chemicals. For this reason, no guarantee is given that carpets will be returned to a new condition.
Our liability is limited to the direct loss or damage caused by our proven negligence, breach of contract, or failure to exercise reasonable care and skill. We do not accept liability for indirect or consequential losses, loss of profit, loss of business, loss of opportunity, or disappointment caused by results that fall short of a subjective expectation. Nothing in these terms limits or excludes liability for death or personal injury caused by our negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be limited under UK law.
Where we are responsible for damage to property, our liability will normally be limited to the reasonable cost of repair or replacement of the affected item, taking into account age, condition, and fair wear and tear. You must notify us of any alleged damage as soon as reasonably possible and, where practicable, before the area is used or altered after the service. This allows us to inspect the issue and consider the most appropriate remedy. Use of the cleaned area after the appointment may affect our ability to assess a claim fairly.
The customer is responsible for ensuring that the work area complies with health and safety requirements and that there are no hidden hazards such as exposed wiring, unstable flooring, or aggressive animals. We may suspend or stop work if the environment is unsafe, if we believe the process could damage the carpet or surrounding property, or if continuing would breach a legal or regulatory obligation. In such cases, the customer may still be charged for time spent, travel, or partial completion where appropriate.
All waste, wastewater, packaging, and residue arising from the service will be handled in accordance with applicable UK waste management requirements and environmental obligations. We will dispose of waste responsibly and will not knowingly discharge contaminants, cleaning residues, or dirty water in a manner that contravenes environmental law. Where waste must be removed from the premises, it may be taken away by us or left for the customer’s lawful disposal depending on the nature of the materials and the service arranged. Hazardous waste, specialist contamination, and heavily soiled materials may require additional handling charges and advance notice.
You must inform us in advance if the property contains substances or conditions that may require special disposal, including body fluids, mould, hazardous chemicals, asbestos-related concerns, or infestations. We may refuse to handle materials that present unacceptable risk or that require licensed specialist disposal beyond the scope of a standard carpet cleaning service. Any waste transfer or disposal carried out by us will be done in line with current regulations, and we may decline to proceed if the legal or practical requirements are not suitable for a routine appointment.
Each party must keep confidential any commercially sensitive information obtained in the course of the booking or service, except where disclosure is required by law, court order, insurer, or competent authority. Personal data supplied for the purpose of booking and service delivery will be used only for legitimate operational and administrative purposes, in accordance with applicable data protection requirements. We will take reasonable steps to protect information, but no online or electronic system can be guaranteed completely secure.
Nothing in these terms creates a partnership, employment relationship, or agency relationship beyond the specific service contract. If any clause is invalid, unlawful, or unenforceable, that clause will be treated as removed to the minimum extent necessary, and the rest of the agreement will continue in effect. Failure by us to enforce any right or provision immediately does not mean that right has been waived. A waiver will only be effective if stated in writing.
These Terms and Conditions, together with the booking confirmation and any written variation agreed by both parties, form the entire agreement between you and us regarding the relevant carpet cleaning appointment. Verbal statements made before booking will not alter the contract unless confirmed in writing. If there is any conflict between these terms and a specific written quotation, the specific quotation will apply only to the extent of that inconsistency. This helps ensure consistency across all Deptford Carpet Cleaners appointments and related cleaning work.
We aim to provide services that are professional, practical, and transparent, but we cannot be responsible for factors outside our control, including hidden carpet defects, pre-existing contamination, unsuitable flooring construction, or adverse reactions caused by prior treatments. Where we identify a risk to the item or the property, we may decline a method, adjust the cleaning process, or recommend that the item is not cleaned. Any such decision is made in good faith and with the intention of avoiding avoidable harm.
The customer agrees to cooperate reasonably with any request necessary for the safe delivery of the service, including providing information, access, and timely decisions where on-site issues arise. If a dispute occurs, both parties should first attempt to resolve it informally and in good faith. Where a matter cannot be resolved that way, it may be pursued through the usual legal channels. This does not prevent either party from taking urgent action where required to protect property or legal rights.
These Terms and Conditions are governed by the laws of England and Wales. Any dispute arising from or connected with a carpet cleaning booking, quotation, service delivery, payment, cancellation, or claim shall be subject to the exclusive jurisdiction of the courts of England and Wales, unless mandatory consumer law provides otherwise. By proceeding with a booking, you confirm that you understand and accept these terms in relation to all services supplied by Deptford Carpet Cleaners.
