Terms and Conditions for Carpet Cleaners Bow

These Terms and Conditions set out the basis on which Carpet Cleaners Bow provides carpet and upholstery cleaning services to domestic and commercial customers. By making a booking, confirming an appointment, or allowing our operatives to begin work, you agree to be bound by these terms. Please read them carefully before proceeding. They are designed to make the service clear, fair, and consistent, while protecting both the customer and the cleaning provider.

In these terms, references to we, us, and our mean the service provider trading as Carpet Cleaners Bow. References to you and your mean the customer or the person making the booking on behalf of the customer. These terms apply to all carpet cleaning, rug cleaning, upholstery cleaning, stain treatment, and related cleaning services unless otherwise stated in writing.

We may update these terms from time to time to reflect changes in our service process, legal obligations, or operational requirements. The version in force at the time of booking will apply to your service unless a later version is required by law. Any variation requested by you must be agreed by us in writing and may affect the price, timing, or scope of the job.

1. Booking process

Bookings may be made by telephone, email, online enquiry, or any other method we make available. A booking is not confirmed until we have accepted it and, where relevant, received any required deposit or pre-authorisation. We reserve the right to decline a booking where access is unsuitable, where the requested work is outside our service scope, or where the customer has previously failed to meet payment or cancellation obligations.

When you make a booking, you must provide accurate information about the type and size of the area to be cleaned, the condition of the carpet or fabric, known stains, access restrictions, parking limitations, and any special requirements. If the information supplied is incomplete or inaccurate, we may need to amend the quoted price, adjust the service time, or refuse to complete work that cannot safely or properly be carried out.

At the time of booking, we may give you an estimated arrival window or appointment time. While we do our best to keep to scheduled times, arrival times may vary due to traffic, earlier job overruns, weather, or other operational issues. Time estimates are not guaranteed unless expressly confirmed as fixed appointment times in writing. If the job site is not ready when we arrive, we may charge waiting time or reschedule at our discretion.

2. Scope of service and customer responsibilities

Our services are intended to clean carpets, rugs, mattresses, sofas, chairs, curtains, and similar soft furnishings, using appropriate professional methods where suitable. However, cleaning results can vary depending on fibre type, age, prior treatment, wear, colourfastness, and the nature of any stains or soiling. We do not guarantee complete stain removal, restoration of worn materials, or the elimination of odours where the underlying cause remains present.

You are responsible for ensuring that the area to be cleaned is reasonably clear and accessible before we begin. This includes removing small items, fragile belongings, and breakables from the work area. Where heavier furniture must be moved, you should notify us in advance. We may refuse to move items that are unsafe, excessively heavy, or likely to cause damage to flooring, walls, or the furniture itself.

Before cleaning begins, you must tell us about any known issues that may affect the service, including weak flooring, pre-existing damage, hidden stains, loose seams, dye transfer risk, infestation, dampness, or recent repairs. We may carry out a patch test or decline treatment of certain items if we consider the risk of damage to be too high. If you ask us to continue despite a warning, you do so at your own risk.

3. Prices and payments

Prices are usually based on the size, quantity, and condition of the items or areas to be cleaned, together with the level of labour, equipment, and consumables required. Any quotation we provide is based on the information you give us and may be revised if the actual condition differs from the description provided. Additional charges may apply for parking, congestion, difficult access, heavily soiled items, stain treatment, or out-of-hours work where agreed.

Unless otherwise agreed in writing, payment is due on completion of the service on the same day. We accept payment by the methods we specify at the time of booking or before the appointment. For certain commercial or high-value jobs, we may request a deposit or full advance payment. Where a deposit is taken, it may be non-refundable in accordance with the cancellation provisions below.

All invoices must be paid in full without deduction, set-off, or delay unless you have a lawful right to dispute a specific sum. If a payment is declined, reversed, or not received, we may charge reasonable administrative costs and recovery fees where permitted by law. Any discount, promotion, or offer is subject to availability and may be withdrawn at any time for future bookings.

4. Cancellations and changes

You may cancel or reschedule a booking by giving us notice within a reasonable time before the appointment. Where a cancellation is made with sufficient notice, we will usually not charge a cancellation fee unless we have already incurred costs, reserved specialist equipment, or arranged subcontracted labour specifically for your job.

If you cancel at short notice, fail to provide access, are not present at the agreed time, or refuse to allow the service to proceed without a valid reason, we may charge a cancellation fee or make a minimum call-out charge to cover time and expenses. The amount charged will be reasonable and proportionate to the loss incurred. If a deposit has been paid, we may retain all or part of it to cover these costs.

We reserve the right to cancel or postpone a booking where circumstances beyond our control make it impossible or unsafe to complete the work. This may include severe weather, equipment failure, staff illness, transport disruption, or concerns about the condition of the premises. If we must cancel, we will aim to rearrange the service at a mutually convenient time or refund any advance payment for work not yet performed.

5. Liability and limitations

We will carry out our work with reasonable skill and care, using professional judgement and appropriate cleaning methods. However, carpet and fabric cleaning involves inherent risks, including shrinkage, colour fade, pile distortion, seam stress, and water marking on sensitive materials. To the fullest extent permitted by law, we do not accept liability for damage arising from pre-existing weaknesses, hidden defects, unsuitable materials, or inaccurate information supplied by you.

Our liability for direct loss or damage caused by our negligence, breach of contract, or failure to use reasonable care will be limited to the total amount paid, or payable, for the specific service giving rise to the claim, except where the law does not allow such limitation. We do not exclude liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot legally be excluded.

We are not responsible for indirect or consequential losses, including loss of profit, loss of opportunity, business interruption, or inconvenience, unless such loss is expressly recoverable under applicable law. Where you believe damage has occurred, you must notify us as soon as reasonably possible and allow us a fair opportunity to inspect the item and investigate the circumstances before any repair or replacement is arranged.

6. Waste management, disposal, and environmental compliance

We operate in accordance with applicable UK waste regulations and environmental standards. Any wastewater, extracted debris, or contaminated residue generated during the cleaning process will be handled responsibly and disposed of in a lawful manner. We will not intentionally discharge waste into drains, watercourses, or locations where disposal would breach environmental rules or local requirements.

Where waste removal is part of the service, we will identify any material that must be disposed of separately and may apply a charge where specialist handling is needed. You remain responsible for informing us of any hazardous substances, sharps, biological contamination, or regulated materials on the premises. We do not collect, transport, or dispose of hazardous waste unless this has been expressly agreed and is lawful to do so.

If the property contains contaminated items, mould-affected materials, or other waste requiring specialist treatment, we may suspend the work and advise that appropriate remediation is carried out before cleaning proceeds. Any waste left behind by us as part of normal operations will be removed in accordance with our internal procedures and with due regard to environmental protection, duty of care principles, and proper record-keeping where required.

7. Access, safety, and insurance

You must ensure safe access to the property and the working area at the agreed time. This includes providing any necessary entry instructions, parking arrangements where applicable, and notice of building restrictions, security systems, or permit requirements. If access is delayed or unsafe, we may reduce the time available to complete the service or charge an additional attendance fee where reasonable.

We may refuse to start or continue work if we believe the conditions are unsafe for our operatives, your property, or third parties. This includes situations involving exposed electrical hazards, unstable flooring, aggressive animals, dangerous substances, or unsanitary conditions. If work is stopped for safety reasons, you may still be charged for time already spent and any materials used up to that point.

We maintain insurance cover that we consider appropriate for our business activities. However, insurance does not create any greater liability than is stated in these terms. It is your responsibility to ensure that any valuable, fragile, or irreplaceable items are removed or protected before the service begins. We will not be liable for loss or damage to items that should reasonably have been secured in advance.

8. Complaints and claims

If you are dissatisfied with any aspect of the service, you should let us know as soon as possible and provide details of the issue. We may request photographs, access to the item or area in question, and reasonable cooperation to help assess the complaint. We aim to deal with complaints promptly and fairly, with a view to resolving matters without unnecessary delay.

Any claim for alleged damage or incomplete work should be made within a reasonable time after completion of the service and, in any event, as soon as the issue becomes apparent. Delay in reporting a problem may make it more difficult to investigate and may affect the outcome. You must not arrange third-party repair, cleaning, or disposal before giving us the opportunity to inspect the issue, unless doing so is necessary to prevent further damage.

If a complaint is upheld, our preferred remedy may be a re-clean, a partial refund, or another reasonable solution depending on the circumstances. Any remedy offered will be at our discretion, subject always to your statutory rights. Nothing in these terms affects rights you may have under consumer law, including rights relating to services not performed with reasonable care and skill.

9. Force majeure

We will not be liable for delay or failure to perform our obligations where such delay or failure results from events beyond our reasonable control. This includes, without limitation, severe weather, fire, flood, transport disruption, strikes, utility failures, public health restrictions, supply shortages, or acts of third parties. In such cases, our obligations will be suspended for the period of the disruption.

If a force majeure event occurs, we will take reasonable steps to minimise disruption and to resume the service as soon as practicable. Where performance becomes impossible for an extended period, either party may cancel the affected booking without liability for breach, except for payment due for work already completed or expenses already reasonably incurred.

These provisions are intended to be practical and fair, recognising that professional cleaning services may be affected by circumstances outside our control. We will always seek a sensible solution where possible, including rearranging the appointment or adjusting the work plan so that the service can be completed safely and effectively.

10. 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. If you are a consumer, you may also benefit from mandatory protections under the laws applicable to your place of residence where those protections apply by law.

The courts of England and Wales shall have non-exclusive jurisdiction over any dispute arising from these terms, subject to any rights you may have to bring proceedings in another competent forum under consumer protection legislation. If any part of these terms is found to be invalid or unenforceable, the remaining provisions will continue in full force and effect.

By booking a service with Carpet Cleaners Bow, you acknowledge that you have read, understood, and accepted these Terms and Conditions. They are intended to provide a clear framework for the service relationship and to ensure that carpet cleaning is delivered professionally, lawfully, and with proper regard to customer rights and business obligations.