Terms and Conditions for East Ham Carpet Cleaners
These Terms and Conditions govern the provision of carpet cleaning and related domestic or commercial cleaning services by East Ham Carpet Cleaners. By making a booking, confirming an appointment, or allowing work to begin, the customer agrees to be bound by these terms. For the purposes of this document, the words “we”, “us” and “our” refer to East Ham Carpet Cleaners, and “you” or “the customer” refer to the person, business, or other legal entity purchasing the service.
These terms are intended to create a clear understanding of how our carpet cleaning services are booked, delivered, paid for, amended, and cancelled. They also explain the limits of our liability, the responsibilities of the customer, and the way in which waste and removed materials are handled. If any part of these terms is found to be unlawful or unenforceable, the remainder will continue to apply to the fullest extent permitted by law.
By proceeding with a booking, you confirm that you have read, understood, and accepted these conditions. We may update these terms from time to time to reflect changes in our working practices or in applicable law. The version in force at the time of booking will apply to that particular service unless otherwise agreed in writing.
1. Booking Process
A booking is only confirmed once we have accepted the request and communicated an appointment time or service slot. Enquiries, quotations, and estimates do not themselves create a binding booking. We may ask for details about the size of the area to be cleaned, the type of fibres or flooring, the level of soiling, any stains, and access conditions so that we can provide an accurate quote and schedule the work appropriately.
When you make a booking for East Ham carpet cleaning services, you confirm that the information you provide is true, complete, and not misleading. If the details later prove to be inaccurate, we may revise the quotation, change the planned duration of the service, or refuse to carry out work that cannot safely or reasonably be completed under the original terms.
We reserve the right to decline a booking where the property, materials, access arrangements, or requested work fall outside our service scope or would expose our staff to undue risk. We may also decline or postpone work where the customer is abusive, uncooperative, or unable to provide appropriate access. Appointment times are estimates unless we expressly state otherwise, and while we aim to arrive on schedule, delays may occur due to traffic, weather, or prior jobs taking longer than expected.
2. Service Scope and Customer Responsibilities
Our services may include carpet cleaning, stain treatment, upholstery cleaning where agreed, and associated pre-treatment or spot treatment methods. The precise scope of work will be agreed at booking or on arrival, subject to inspection. We do not guarantee the removal of every stain, odour, or mark, as results can depend on the age of the stain, the fibre type, previous cleaning attempts, and the condition of the textile or floor covering.
The customer is responsible for ensuring that the work area is reasonably clear and accessible before the appointment begins. This includes moving fragile items, valuables, toys, ornaments, and other obstructions unless we have specifically agreed to move them as part of the service. You must also tell us about known hazards such as damaged flooring, loose fittings, concealed cables, damp issues, or infestations that could affect the safe delivery of the service.
If pets, children, or other occupants are present, you must ensure that they do not interfere with the work or create hazards. You must also provide access to water, electricity, and any other utilities reasonably required to complete the service, unless otherwise agreed. Where parking, permits, lifts, or entry arrangements are necessary, you are responsible for making those arrangements in advance and covering any agreed costs.
3. Prices and Payments
The price for our UK carpet cleaners service will normally be based on the quoted rate, the measured area, the number of rooms or items, the degree of soiling, or a combination of these factors. Any additional charges will be explained before work continues whenever reasonably possible. Where the original quote was based on incomplete or incorrect information, we may adjust the price to reflect the actual work required.
Unless we agree otherwise, payment is due on completion of the service. We may require a deposit or part-payment in advance to secure a booking, especially for larger jobs, repeat visits, or commercial work. Accepted payment methods may vary, but any payment made must be in cleared funds. The customer is responsible for ensuring that all payments are made in full and on time.
Where an invoice is issued, it must be paid by the due date stated on the invoice. Late payment may result in additional charges to recover outstanding sums, to the extent permitted by law. We reserve the right to suspend ongoing work, refuse future bookings, or withhold non-essential paperwork until overdue amounts are settled. Any dispute over a charge should be raised promptly, and the undisputed part of the invoice should still be paid on time.
Quotations and Additional Charges
Any quotation provided by East Ham Carpet Cleaners is based on the information available at the time. It is not a fixed price guarantee unless clearly stated in writing. Additional charges may apply where extra rooms, items, treatments, or return visits are requested; where access is delayed; or where the job requires more time, materials, or specialist handling than originally anticipated. We will always aim to explain these changes in a fair and transparent way.
4. Cancellations, Rescheduling, and Missed Appointments
If you need to cancel or reschedule, you should notify us as soon as possible. For consumer bookings, any statutory rights that apply under UK law will not be affected by these terms. However, where you cancel after work has been reserved for your appointment, we may charge a reasonable cancellation fee to cover lost time, travel, or material preparation, particularly where short notice prevents us from offering the slot to another customer.
If cancellation is made with sufficient notice, and no costs have been incurred by us, we will usually refund any deposit paid, less any non-recoverable expenses if applicable and lawful. If we arrive at the property and cannot gain access, or if the customer is not ready for the appointment, we may treat this as a late cancellation or missed appointment and charge accordingly. Repeated missed appointments may lead to refusal of future bookings.
We may reschedule an appointment where necessary due to staff illness, extreme weather, vehicle breakdown, safety concerns, or other circumstances beyond our reasonable control. In such cases, we will make reasonable efforts to arrange an alternative date and time. We will not be responsible for any indirect loss caused by a change of appointment, provided the delay or change is not due to our negligence or a breach of contract.
5. Liability and Limitations
We will carry out our services with reasonable care and skill. If we cause damage through negligence, we will take reasonable steps either to repair the damage, arrange for repair, or provide compensation, subject to the limitations in these terms. The customer must notify us of any alleged damage as soon as possible and, in any event, within a reasonable time after the service is completed.
We will not be liable for pre-existing damage, wear and tear, hidden defects, discolouration that occurs because of age or fibre condition, or deterioration arising from the nature of the material being cleaned. Likewise, we are not responsible for colour loss, shrinkage, reappearing stains, watermarking, pile distortion, or other outcomes that are common risks associated with carpet cleaning where the textile is fragile, improperly installed, or previously treated with unsuitable products.
Nothing in these terms limits or excludes liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot legally be excluded under UK law. Subject to that, our total liability for any claim arising out of a single booking will not exceed the amount paid for the specific service giving rise to the claim, except where a different limit is required by law. We are not liable for any loss of profit, loss of business, or indirect or consequential loss.
Customer Indemnity
You agree to indemnify us against claims, losses, or expenses arising from false or incomplete information you provide, unsafe premises, hidden hazards not disclosed to us, or misuse of the cleaned area after completion. This does not reduce any rights you may have under consumer law, but it helps ensure responsibility is allocated fairly when the customer’s own actions contribute to a loss or issue.
6. Waste Regulations and Disposal
During carpet cleaning and related services, waste may be generated in the form of dirty water, extracted residues, used cloths, disposable pads, packaging, or contaminated materials. We will handle such waste in accordance with applicable environmental and waste management obligations. We aim to minimise waste, avoid unnecessary disposal, and use lawful methods of transport and treatment for removed materials.
Where waste results from our work, we will dispose of it appropriately unless otherwise agreed. You must not ask us to dispose of prohibited, hazardous, or regulated materials without prior agreement and without the necessary legal arrangements. If we discover items that fall outside ordinary cleaning waste, we may refuse to handle them or may charge additional fees where lawful and appropriate to cover specialist disposal requirements.
The customer remains responsible for declaring any hazardous substances, biological contamination, or unusual waste conditions present at the property. If such conditions are not disclosed in advance, we may suspend work immediately. We will not be required to continue where doing so would risk breaching waste regulations, health and safety requirements, or other applicable legal duties. Any materials removed from the premises remain subject to the applicable disposal rules once taken into our control.
7. Force Majeure
We are not liable for failure or delay in performing our obligations where that failure or delay results from events beyond our reasonable control. These may include severe weather, fire, flood, transport disruption, industrial action, utility failure, acts of terrorism, public health restrictions, or other similar events. If a force majeure event occurs, we will take reasonable steps to reduce disruption and, where possible, rearrange the service for another date.
If the event continues for an extended period, either party may be entitled to cancel the affected booking without further liability, except for amounts already due for work completed or costs that are non-recoverable and lawfully chargeable. We will always aim to act fairly and proportionately if any such event affects your appointment.
8. Complaints and Remedies
If you are dissatisfied with any aspect of the service, you should notify us promptly and provide enough detail for us to investigate. Where appropriate, we may offer a return visit, remedial treatment, partial refund, or another reasonable remedy. Any remedy will depend on the nature of the issue, the evidence available, and whether the problem was caused by our actions or by factors outside our control.
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. The parties agree that the courts of England and Wales shall have exclusive jurisdiction, except where consumer legislation provides otherwise or where another forum is required by law.
By using our carpet cleaning company, you accept that these terms form part of the contract between you and East Ham Carpet Cleaners. They are designed to be fair, practical, and consistent with applicable legal standards. If we choose not to enforce any part of these terms at any time, that will not mean we waive our right to enforce that part later or to rely on any other provision. These terms represent the full understanding between the parties in relation to the service booked, unless varied in writing by an authorised representative of East Ham Carpet Cleaners.