Richmonduponthames Carpet Cleaners Terms and Conditions

These Terms and Conditions set out the basis on which Richmonduponthames Carpet Cleaners provides domestic and commercial carpet cleaning services, upholstery cleaning, stain treatment, and related floor care services. By making a booking, confirming an appointment, or allowing our team to begin work, the customer agrees to these terms. These terms are designed to be clear, fair, and practical, while protecting both the customer and the service provider. They apply to all carpet cleaning services supplied under our trading name, whether arranged for a one-off visit or a recurring service.

For the purposes of these terms, references to “we”, “us”, and “our” mean Richmonduponthames Carpet Cleaners, and references to “you” or “the customer” mean the person or business requesting the service. In these terms, the service may include pre-inspection, vacuuming, stain assessment, fibre testing where needed, hot water extraction, low-moisture cleaning, spot treatment, deodorising, and drying recommendations. The exact methods used depend on the fabric type, condition, and level of soiling. We reserve the right to refuse any method that we reasonably consider unsafe or unsuitable for the material being treated.

These terms should be read together with any written quotation, booking confirmation, or service notes provided before the appointment. If there is any conflict, the specific written quotation or booking confirmation will usually take priority over these general terms, except where prohibited by law. Nothing in these terms affects your statutory rights as a consumer under UK law.

Booking Process

A booking is only confirmed once we have accepted the request and provided a confirmation by message, email, or other written form. A request alone does not guarantee availability. When booking carpet cleaning services, you must provide accurate information about the property, access arrangements, parking limitations, room sizes, carpet type, visible stains, pets, and any special requirements. This information helps us allocate the correct equipment, determine the likely duration of the service, and prepare a fair quotation.

We may provide an estimated price before the visit or an on-site price after inspection. Any estimate is based on the information supplied by the customer and may change if the actual condition differs from the description provided. If additional work is required, including extra rooms, heavy stain removal, upholstery treatment, or specialised products, we will normally seek approval before carrying out the additional work. If approval is not possible during the appointment and the extra work is necessary to complete the job safely or effectively, we may complete only the agreed scope of work.

The customer is responsible for ensuring that the property is ready for cleaning at the agreed time. This includes moving fragile items, securing pets, providing access to the service area, and ensuring there is sufficient working space. We may ask that certain items be removed before we start, such as small ornaments, electronics, or loose valuables. We are not responsible for delays caused by restricted access, incomplete preparation, or failure to provide the information needed to complete the service.

Payments and Pricing

All prices are quoted in pounds sterling unless stated otherwise. Prices may be fixed, estimated, or calculated on site depending on the nature of the work. Unless agreed in advance, payment is due on completion of the service. We accept the payment methods stated at the time of booking or invoicing, and the customer must ensure payment is made in full and without deduction. If a deposit is required, this will be stated clearly before confirmation.

Quotes are based on the information available at the time and assume normal working conditions. Pricing may be adjusted if the property condition, carpet type, contamination level, or access requirements materially differ from the details originally supplied. For example, heavily soiled areas, prolonged pet odour treatment, or extensive stain work may require additional time and materials. We will act reasonably and will explain any adjustment before proceeding where practical.

Late payment, where permitted, may lead to recovery action and additional charges permitted by law. If an invoice is not paid on time, we reserve the right to charge statutory interest and reasonable administrative costs where applicable. Title to any goods supplied remains with us until full payment has been received. Where a booking has been made for a business customer, we may agree separate payment terms in writing, but such terms do not override these conditions unless expressly stated.

Cancellations, Rescheduling, and Missed Appointments

We understand that arrangements can change. If you need to cancel or reschedule, please provide reasonable notice. Unless a different notice period has been agreed in writing, cancellations made with short notice may incur a charge if we have already allocated time, staff, products, or travel to the booking. Where a deposit has been paid, it may be retained in full or in part to cover losses arising from late cancellation or non-attendance, subject to consumer law.

If we arrive at the property and cannot gain access, or if the appointment cannot proceed because the area is not ready, the customer may be charged for the wasted visit. This can include situations where keys are unavailable, access codes are incorrect, parking restrictions prevent entry without notice, or the service area has not been prepared in a reasonable way. If we need to leave and return at a later time, any additional travel or waiting charges may apply.

We may also cancel or reschedule an appointment if required by safety concerns, extreme weather, equipment failure, staff illness, or other circumstances beyond our reasonable control. In such cases, we will attempt to rearrange the service at the earliest practical time. We are not liable for any indirect loss caused by a cancellation or delay that is outside our reasonable control, although we will always aim to minimise inconvenience.

Service Standards, Inspection, and Customer Responsibilities

Our carpet cleaning service is delivered with reasonable care and skill, using methods suited to the condition of the fibres and the level of soiling. Before work begins, we may carry out an inspection to identify fabric type, colourfastness, existing wear, permanent stains, water marks, previous cleaning attempts, and any risk factors. Some stains and odours may be reduced but cannot always be fully removed. The customer acknowledges that certain marks may be permanent due to age, fibre damage, dye loss, or prior treatment.

Customers must disclose any known risks before work begins, including delicate fibres, loose seams, underlay damage, dye instability, pre-existing shrinkage, or contamination from urine, mould, grease, or chemicals. If you withhold material information and this affects the outcome, we may not be responsible for the result. We may refuse to clean items that are unsafe, heavily damaged, or likely to deteriorate further during treatment. In some cases, a test patch may be required before full cleaning can proceed.

The customer should also remove small breakables, ensure electrical equipment is disconnected where necessary, and follow any post-cleaning guidance we provide. Drying times vary according to ventilation, pile depth, humidity, and the cleaning method used. We may use air movers or recommend open ventilation where appropriate. Customers should avoid walking on treated areas until they are dry or protected, as premature use can affect the finish. We do not guarantee complete drying within any fixed period unless specifically agreed in writing.

Liability and Limitations

We are responsible for loss or damage caused by our negligence, but our liability is limited to the extent permitted by law. We do not accept liability for pre-existing damage, normal wear and tear, hidden defects, poor carpet construction, colour loss caused by unstable dyes, or deterioration resulting from age or previous treatment. We will not be responsible for indirect loss, consequential loss, loss of profit, loss of business, or inconvenience caused by the service, except where such exclusion is not allowed by law.

Where property items are moved at the customer’s request, the customer accepts responsibility for securing delicate, valuable, or unstable objects before the appointment. We may decline to move heavy furniture, fragile items, or items connected to utilities. If we agree to move an item, we will do so with reasonable care, but we are not liable for hidden pre-existing weakness, poor assembly, or structural instability. Customers should notify us of any concern about flooring, skirting boards, or adjacent surfaces before work starts.

Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot legally be excluded. If damage occurs due to our proven fault, our liability will generally be limited to the reasonable cost of repair or replacement, taking account of age, condition, and depreciation. Any claim must be supported by evidence and raised within a reasonable time after the issue is discovered.

Waste Regulations, Chemicals, and Environmental Responsibilities

We aim to operate in line with applicable UK waste and environmental rules. Wastewater, used cloths, spent solutions, removed debris, and contaminated materials arising from carpet cleaning may need careful handling and lawful disposal. The customer agrees that we may retain or remove waste generated by the service where appropriate, and that any disposal will be carried out in a responsible manner. We will not knowingly dispose of hazardous waste in a way that breaches legal requirements.

If the property contains hazardous materials, biohazards, asbestos, chemical residues, sharps, or other regulated waste, you must tell us before the appointment. We do not provide specialist hazardous waste removal unless explicitly agreed in writing and permitted by law. We may suspend or refuse a service if we believe the area contains unsafe contamination. Any additional protective measures, specialist PPE, or disposal arrangements may affect pricing and timing.

We may use professional cleaning agents, stain removers, and deodorising products that are selected for the task at hand. The customer is responsible for notifying us of allergies, sensitivities, pets, or environmental restrictions relevant to product selection. While we take reasonable care to use suitable products, we cannot guarantee that all residues will be completely eliminated. The customer should allow the treated area to ventilate as advised and should keep children and pets away until it is safe to re-enter the cleaned space.

Complaints, Revisit Policy, and Force Majeure

If you are dissatisfied with the service, you should notify us as soon as reasonably possible so that we can review the matter. In many cases, a follow-up inspection or re-treatment may resolve a genuine issue. We may ask for photographs, descriptions of the area treated, and details of any products used after our visit. We are not responsible for changes to the result caused by third-party cleaning, spillages, re-soiling, or the use of inappropriate aftercare products.

Any request for a revisit must relate to the original scope of work and must be made within a reasonable period. Re-treatment is not a substitute for proper maintenance or for issues caused by the inherent condition of the carpet. Where a claim is justified, we will decide whether a partial refund, re-clean, or other reasonable remedy is appropriate, taking into account the circumstances and our legal obligations. This does not affect any rights you may have under consumer law.

We are not liable for failure to perform our obligations where such failure is caused by events beyond our reasonable control, including but not limited to severe weather, fire, flood, traffic disruption, power failure, strikes, supply interruption, public emergencies, or acts of government. If a force majeure event occurs, we will use reasonable efforts to resume services or rearrange the booking. Neither party will be liable for delay or non-performance caused by such events, provided reasonable steps are taken to mitigate their effect.

Governing Law and General Provisions

These terms are governed by the laws of England and Wales. Any dispute arising from or connected with these terms, the booking, or the service will be handled under the exclusive jurisdiction of the courts of England and Wales, unless mandatory law provides otherwise. If any provision of these terms is found to be unlawful, invalid, or unenforceable, the remaining provisions will continue in full force and effect.

We may update these Terms and Conditions from time to time to reflect legal, operational, or service changes. The version in force at the time of booking will apply to that booking unless a later version is agreed in writing. Continued use of our services after an update constitutes acceptance of the revised terms where legally applicable. Customers are encouraged to review the terms before confirming any appointment.

By confirming a booking with Richmonduponthames Carpet Cleaners, you acknowledge that you have read, understood, and agreed to these Terms and Conditions. These terms are intended to support a professional carpet cleaning service, protect both parties, and establish clear expectations from booking through completion. They do not replace statutory protections and should be interpreted in a manner consistent with UK law.