Terms and Conditions for Petersham Carpet Cleaners

These Terms and Conditions set out the basis on which Petersham Carpet Cleaners provides domestic and commercial carpet cleaning services in the UK. By making a booking, you agree to be bound by these terms, which are designed to create clarity around the service, payment, access, responsibilities, and any limits on liability. In these terms, references to “we”, “us”, and “our” mean Petersham Carpet Cleaners, and references to “you” and “your” mean the customer placing the booking or receiving the service.

These terms apply to all work undertaken by our carpet cleaning team, whether the service is booked for a one-off deep clean, routine maintenance, stain treatment, or an end-of-tenancy clean. They should be read carefully before confirming any appointment. If any part of these terms is unclear, you should raise it before the service begins. The customer’s acceptance of these terms may be given by telephone, email, online booking, written confirmation, or by allowing our operatives to start the work.

We reserve the right to amend these terms from time to time. Any changes will apply to future bookings unless otherwise agreed in writing. The version in force at the time of your booking will normally govern that service. These terms are intended to complement, and not replace, any rights you may have under applicable consumer law in the UK.

Booking Process

A booking is only confirmed once we have accepted your request and provided a scheduled date, estimated arrival window, or other written or verbal confirmation. When booking a Petersham carpet cleaning service, you must provide accurate information about the type of flooring, approximate room sizes, level of soiling, known stains, access arrangements, parking restrictions, and any special handling requirements. If the information given at the booking stage is incomplete or inaccurate, we may need to revise the quotation, adjust the scope of the work, or decline to proceed.

You are responsible for ensuring that the service requested matches your needs. Where an inspection is required before cleaning, the quotation may be based on visual assessment and the final charge may change if additional work is needed once the clean begins. Our operatives may refuse to treat items that are unsafe, heavily damaged, contaminated, or unsuitable for cleaning. Any estimate given before the work starts is based on the information available at the time and may be subject to change if hidden conditions are discovered, including excessive staining, severe pet contamination, or pre-existing wear.

Access must be provided at the agreed time. If our team cannot enter the premises, or if the site is not ready for cleaning, we may treat the booking as a late cancellation or a failed visit. You should make sure furniture is moved where requested, valuables are secured, and pets are kept away from the work area. The customer is also expected to ensure that electricity and water supplies are available where required for the service. We may suspend or postpone the work if access, safety, or operating conditions are not suitable.

Payments and Charges

Charges for carpet cleaners in Petersham are usually based on the size of the area to be cleaned, the condition of the carpets, the cleaning method used, any specialist treatments requested, and any additional services agreed before or during the visit. A quotation may be fixed or estimated depending on the circumstances. If the scope changes after booking, we are entitled to revise the price to reflect the additional labour, materials, or equipment required. Any additional charge will normally be explained before further work continues.

Unless otherwise agreed, payment is due immediately on completion of the service. We may require a deposit, pre-authorisation, or advance payment for larger bookings, out-of-hours appointments, repeat work, or commercial contracts. Accepted payment methods may include debit card, credit card, bank transfer, or other methods we make available from time to time. We are under no obligation to release any invoice, receipt, or confirmation of completion until payment has been made in full where immediate payment applies.

Where a payment is overdue, we reserve the right to charge interest and recover any reasonable administrative or collection costs permitted by law. If a payment is disputed, you should notify us as soon as possible so we can review the matter. Any undisputed amount remains payable on time. Failure to pay may result in suspension of future services, withdrawal of discounts, or legal action. Prices are normally quoted inclusive or exclusive of VAT depending on our trading status and this will be made clear where relevant.

Cancellations, Rescheduling, and Waiting Time

You may cancel or reschedule a booking by giving reasonable notice. If sufficient notice is provided, we will usually offer a new appointment or, where appropriate, cancel without charge. If notice is short, we may charge a cancellation fee to cover reserved time, travel, and any staff allocation already committed to your job. The amount of any such fee will depend on the timing of the cancellation and the specific circumstances of the booking.

If you are not present at the agreed time, cannot provide access, or ask us to wait beyond a reasonable period, we may classify the appointment as a late cancellation or failed visit and charge accordingly. We will usually attempt to contact you using the details supplied at booking, but we are not obliged to make repeated attempts. Should we need to reschedule because of unsafe conditions, weather, equipment failure, staff illness, or events beyond our control, we will aim to offer the earliest practical alternative.

Where a deposit has been paid, it may be non-refundable if cancellation occurs after a specified cut-off period or if we have already incurred direct costs. Any refund, where due, will normally be made using the original payment method. Nothing in these terms affects your legal rights if you cancel under a statutory cooling-off right that applies to the particular booking, provided the relevant conditions and time limits are met.

Service Standards and Customer Responsibilities

We will carry out all cleaning with reasonable care and skill using methods and products we consider appropriate for the fabric, stain type, and condition of the carpet. However, no cleaning process can guarantee the removal of every stain, mark, odour, or shadowing effect. The outcome may be affected by the age of the carpet, fibre composition, previous cleaning history, and pre-existing deterioration. When dealing with Petersham carpet cleaners services, you acknowledge that colour change, pile distortion, and wear patterns can become more visible after cleaning due to the removal of surface dirt.

You must inform us before the service begins of any known risks, including weak seams, loose dyes, shrinkage concerns, underlay damage, previous flooding, infestations, or adverse reactions to moisture or cleaning agents. We are not responsible for hidden defects or problems that were not reasonably visible before work started. Where necessary, we may decline to use certain products or techniques if we believe they might damage the carpet or other property. Your cooperation is required to reduce risk and ensure the best possible result.

You should remove small items, fragile objects, loose cables, and anything else that may obstruct access or be damaged during the cleaning process. If furniture removal is part of the agreed service, it may be limited to items that one person can safely move without specialist tools. We are not obliged to disconnect appliances, remove fixed fittings, or move items that are hazardous, excessively heavy, or likely to cause injury or damage. If such items prevent completion of the work, an alternative arrangement may be needed.

Liability and Limitations

We accept responsibility for loss or damage caused directly by our negligence or by a breach of these terms, subject to the limitations set out below. Nothing in these terms limits or excludes liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot legally be limited under UK law. Our aim is always to deliver a professional carpet cleaning service, but responsibility must be assessed fairly and on the facts of each case.

We are not liable for pre-existing damage, hidden defects, wear and tear, poor maintenance, colour loss, shrinkage, fraying, seam splitting, or any other deterioration that may become apparent during or after cleaning. We will not be responsible for indirect or consequential loss such as loss of profits, loss of business, loss of rent, inconvenience, or emotional distress arising from the service, except where such exclusion is prohibited by law. Our total liability for any claim related to a booking will normally be limited to the amount paid for the specific service in question, unless a different limit is required by law.

If you believe that damage has occurred, you must notify us within a reasonable time and allow us an opportunity to inspect the issue before repairs, replacement, or other remedial action are carried out. Failure to do so may affect our ability to investigate the matter. We may, at our discretion, arrange re-cleaning, repair, partial refund, or other appropriate remedy where liability is established. Any remedy offered does not amount to an admission of liability unless expressly stated.

Waste Regulations and Environmental Compliance

We comply with applicable UK waste handling and environmental obligations in relation to the materials produced or removed during our work. This includes responsible disposal of packaging, recovered debris, and any waste generated by the cleaning process where such waste falls within our control. Where specialist disposal is required because of contamination, biohazard concerns, or other unusual conditions, we may refuse to remove the material unless it can be handled safely and lawfully.

You remain responsible for declaring any hazardous substances, bodily fluids, infestations, or regulated waste present at the property before the appointment. If such materials are discovered during the service, we may stop work immediately and take any steps we consider necessary to protect health, safety, and compliance. Any additional costs associated with lawful disposal, protective equipment, or delayed return visits may be charged to you where permitted. We do not agree to act in a way that would breach environmental law, waste duty of care requirements, or health and safety obligations.

Where cleaning produces waste water or residue, we will take reasonable steps to dispose of it in a lawful manner and in accordance with site conditions. You should not ask us to discharge waste in a way that would breach local rules, drainage restrictions, or environmental controls. If our operatives consider that a requested action could create a compliance issue, we may decline to carry it out and may instead use an alternative method. The customer must cooperate with any lawful instructions relating to waste containment, ventilation, and safe access.

Complaints, Force Majeure, and Governing Law

If you are dissatisfied with any aspect of the service, you should raise the issue promptly so that we can review it and seek a fair resolution. We may ask for photographs, a description of the concern, and an opportunity to inspect the work. Complaints should be made within a reasonable period after completion, as delay may make it harder to assess the cause of the issue. Nothing in this section reduces your statutory rights.

We will not be liable for failure or delay in performing our obligations where the failure results from events beyond our reasonable control, including but not limited to severe weather, transport disruption, power failure, supply shortages, illness, strike action, fire, flooding, or other unforeseen events. In such cases, performance may be suspended for the duration of the event, and we may reschedule the appointment without liability for any resulting inconvenience, provided we act reasonably.

This agreement is governed by the laws of England and Wales, and any dispute arising from or in connection with the service or these terms shall be subject to the exclusive jurisdiction of the courts of England and Wales, except where consumer legislation provides otherwise. By using our services, you acknowledge that you have read, understood, and agreed to these Terms and Conditions, which are intended to set a fair and lawful framework for the provision of carpet cleaning services by Petersham Carpet Cleaners.