Terms and Conditions for Old Malden Carpet Cleaners

These Terms and Conditions set out the basis on which Old Malden Carpet Cleaners provides domestic and commercial carpet care, upholstery cleaning, and related stain-removal services. By making a booking, the customer agrees to be bound by these terms, which are designed to create a clear, fair, and practical service agreement. For the purposes of this document, references to “we”, “us”, and “our” mean Old Malden Carpet Cleaners, and references to “you” and “your” mean the customer placing the booking. These terms apply to all carpet cleaning appointments unless a separate written agreement states otherwise.

Our service is intended to be transparent and professional from the first enquiry through to completion of the cleaning work. A booking is only confirmed once the details of the service, timing, access requirements, and any special instructions have been agreed. Because carpet care often involves a range of materials, soil levels, and drying conditions, the exact results can vary from property to property. We therefore ask every customer to read these terms carefully before authorising any cleaning work.

These Terms and Conditions are written in accordance with UK consumer and business practice and are intended to support lawful, fair, and efficient service delivery. They do not affect any statutory rights that cannot legally be excluded or limited. If any part of these terms is found to be invalid or unenforceable, the remaining provisions will continue in full force.

Booking Process

A booking for carpet cleaning services may be made by telephone, email, online form, or any other method we make available from time to time. When a request is received, we may ask for details such as the address, type and quantity of rooms, fibre type if known, approximate condition of the carpets, and any additional treatments required. This information helps us assess the work and provide an accurate quotation or estimate. Quotations are usually based on the details supplied by the customer and may be revised if the actual conditions differ significantly on arrival.

Once you accept a quotation, we will provide a proposed date and time for the appointment. A booking is not guaranteed until it has been confirmed by us in writing or through another clear confirmation method. We reserve the right to decline a booking where the work requested is outside our normal service scope, where access or safety concerns are identified, or where we reasonably believe the service cannot be delivered to a professional standard. It is your responsibility to ensure that the information provided at the time of booking is accurate and complete.

Before the appointment, you should ensure that the areas to be cleaned are reasonably accessible, that fragile items have been removed or secured, and that parking or entry arrangements can be made where necessary. We may need access to water, electricity, and suitable space to operate our equipment. If access is delayed or the work cannot start because the property is not ready, we may charge for wasted time or treat the visit as a late cancellation in accordance with these terms.

Payments and Charges

All charges will be communicated before the service begins wherever reasonably practicable. Prices may be fixed, estimated, or calculated by reference to the size of the area, the level of soiling, the type of fibres, the chosen cleaning method, or any specialist treatment required. Old Malden carpet cleaning prices may also reflect travel, parking, minimum charge thresholds, or additional labour if the job becomes more complex than initially described. Any extra work requested on site must be agreed before it is carried out.

Payment is due in full on completion of the service unless we have agreed alternative payment terms in writing beforehand. We may accept payment by cash, bank transfer, card, or another method offered at the time of booking or on arrival. If a deposit is required to secure the appointment, that deposit will be stated clearly in advance and may be non-refundable in the event of cancellation within the notice period. Where an invoice is issued, payment must be made by the due date shown on the invoice. We reserve the right to charge interest and recovery costs on overdue sums in accordance with applicable UK law.

Any discounts, promotional offers, or package rates are offered at our discretion and may be withdrawn or amended at any time before a booking is confirmed. They apply only to the specific terms communicated and do not create a right to future discounts. If the customer requests work beyond the original scope after the appointment has started, an adjusted price may apply. We will explain the reason for any variation where possible and seek approval before continuing.

Cancellations, Rescheduling, and Access

We understand that plans can change, but cancellations should be made as early as possible. Unless otherwise stated in a booking confirmation, we ask for at least 24 hours’ notice if you need to cancel or reschedule. If less notice is given, or if we attend the property and cannot complete the work due to no access, no parking, or the property being unprepared, we may charge a cancellation fee or a visit fee to cover loss of time and expenses. Where a deposit has been paid, we may retain part or all of it to cover administrative and scheduling costs.

We also reserve the right to cancel or rearrange an appointment if weather conditions, equipment failure, staff illness, safety concerns, or events beyond our control make attendance or service delivery impractical. In such circumstances, we will make reasonable efforts to offer a new appointment at the earliest suitable time. We will not be responsible for any indirect costs arising from a change of appointment, provided we act reasonably and in good faith.

If you arrive late to the appointment, fail to provide agreed access, or ask us to wait beyond a reasonable period, we may shorten the service, rearrange the visit, or charge for the additional delay. Customers are responsible for ensuring that all necessary permissions are in place for us to enter the premises and carry out the cleaning work. If a third party manages the property or holds the keys, you remain responsible for confirming that access arrangements are correct.

Service Standards, Customer Responsibilities, and Liability

We aim to deliver a professional carpet care service using suitable equipment and cleaning agents selected for the condition of the material being treated. However, cleaning results can never be guaranteed to remove every stain, odour, or mark. Factors such as age, wear, sun damage, previous cleaning attempts, fibre composition, dye stability, and hidden contamination may affect the final outcome. We will always take reasonable care, but we do not promise restoration to a brand-new condition.

It is your responsibility to tell us before work begins about any known issues, including delicate fabrics, unstable dyes, water-sensitive materials, repairs, existing damage, infestations, electrical hazards, concealed fixtures, or prior treatments that could affect the service. Failure to provide accurate information may increase the risk of damage or reduce the effectiveness of the cleaning. We will not be liable for problems caused by incomplete or misleading information supplied by the customer or by a third party acting on the customer’s behalf.

Our liability is limited to losses that are a foreseeable result of our breach of contract or negligence. 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 under UK law. Subject to those exceptions, we shall not be liable for indirect or consequential losses, loss of profit, loss of business, loss of opportunity, or loss arising from delays outside our control. Where liability is established, our total responsibility will normally be limited to the amount paid or payable for the specific service giving rise to the claim.

Waste Regulations, Materials, and Environmental Handling

In delivering Old Malden Carpet Cleaners services, we may generate waste water, extracted soil, used filters, packaging, and other cleaning-related residues. We will handle such waste in a responsible manner and, where required, in compliance with relevant UK environmental and waste management laws. Customers must not ask us to dispose of materials that are hazardous, illegal, or not reasonably connected to the cleaning service unless this has been agreed in advance and handled lawfully. We may refuse to collect or dispose of items where doing so would create a health, safety, or regulatory issue.

Where waste water or debris is removed from the property, we will use reasonable care to dispose of it appropriately. You are responsible for informing us of any special site restrictions, building management rules, or local disposal requirements that may apply to the premises. If any item or substance is discovered that appears to be contaminated, unsafe, or regulated, we may stop work until the issue has been assessed. In such cases, additional charges may apply if specialist handling or disposal is required.

We do not undertake to remove asbestos, chemical hazards, bodily fluids, or other dangerous substances unless expressly agreed and only where it is lawful and safe to do so. If such materials are suspected, the service may be suspended, and you may be asked to arrange specialist support before we continue. Customers are responsible for ensuring that the property is fit for the planned cleaning work and that any unusual waste or contamination is disclosed beforehand. This approach protects both the customer and our staff while supporting compliance with applicable waste regulations.

Complaints, Force Majeure, and General Provisions

If you are dissatisfied with any part of the service, you should notify us within a reasonable time after completion so that the matter can be reviewed. We may ask for supporting details or photographs to understand the issue. Where appropriate, we may offer a return visit, partial refund, or another fair remedy, depending on the circumstances and subject to our assessment of the claim. Any complaint must be made in good faith and before the affected area is altered, re-cleaned by another provider, or subjected to further treatment that could make assessment impossible.

We will not be liable for failure or delay in performing our obligations where the delay is caused by events outside our reasonable control, including severe weather, fire, flood, industrial action, transport disruption, power failure, public health restrictions, or the failure of suppliers or subcontractors. If such an event occurs, we may suspend the service until conditions allow safe completion or may cancel the appointment without liability beyond any refund due for work not performed. Each party will act reasonably and seek a practical solution where possible.

These terms constitute the entire agreement between you and us in relation to the relevant service, unless varied in writing by an authorised representative of Old Malden Carpet Cleaners. No failure or delay in exercising any right under these terms shall operate as a waiver of that right. You may not transfer your rights or obligations under the contract without our written consent. We may assign or subcontract parts of the service where reasonably necessary, provided the service remains consistent with these terms.

Governing Law and Jurisdiction

These Terms and Conditions, and any dispute or claim arising out of or in connection with them, shall be governed by and interpreted in accordance with the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction to settle any dispute arising from or related to the service, unless mandatory consumer law provides otherwise. If you are a consumer, nothing in this clause removes the protection of mandatory rights granted by applicable legislation.

By confirming a booking with Old Malden Carpet Cleaners, you acknowledge that you have read, understood, and agreed to these Terms and Conditions. We may update these terms from time to time to reflect legal, operational, or business changes. The version in force at the time of your booking will normally apply to that service unless a newer version is expressly agreed. If you require clarification on any contractual point, you should raise it before the appointment is confirmed.

These terms are intended to support a clear relationship between the customer and the service provider, setting out expectations for scheduling, payment, cancellation, safety, waste handling, and legal responsibility. By keeping the agreement straightforward and balanced, carpet cleaners in Old Malden can provide a dependable service while protecting the rights and obligations of both parties.