Terms and Conditions for Aldwych Carpet Cleaners
These service terms and conditions set out the basis on which Aldwych Carpet Cleaners provides domestic and commercial cleaning services. By making a booking, accepting a quotation, or allowing work to begin, the customer agrees to be bound by these terms. They are designed to create a clear understanding of how the carpet cleaning service is arranged, paid for, delivered, and completed.
Throughout these terms, references to “we”, “us”, and “our” mean Aldwych Carpet Cleaners, and references to “you” and “your” mean the customer or any person acting on the customer’s behalf. These terms apply to all carpet cleaning services, including but not limited to rug cleaning, upholstery cleaning, stain treatment, and related maintenance services. Any variation to these terms must be agreed by us in writing.
A booking is only confirmed once we have accepted the request and provided a booking confirmation, whether by email, message, or other written communication. The booking process may involve a description of the work required, access details, preferred dates, and any known issues such as stubborn stains, delicate fibres, or existing damage. We may request photographs or other information before confirming the appointment in order to assess the likely scope of the job and whether specialist equipment or treatments are needed.
We reserve the right to decline a booking where the requested service is unsuitable, outside our competence, unsafe, or impractical to complete on the agreed basis. Any estimate or quotation we provide is based on the information supplied at the time of enquiry. If the actual condition of the carpet or premises differs from the information given, we may revise the quotation, adjust the duration of the work, or decline to proceed where the change is material. The customer is responsible for ensuring that the details provided are accurate and complete.
Before the service begins, you must ensure that the area to be cleaned is reasonably accessible and that normal obstacles have been removed where possible. This includes movable furniture, fragile items, valuable objects, and personal belongings. We are not responsible for lifting or moving items unless this has been expressly agreed in advance. Where furniture is moved as part of the service, you accept that marks, indentations, or minor disturbance may occur on existing floor surfaces or nearby items, especially where they are old, unstable, or poorly maintained.
Bookings may be subject to a minimum charge, travel charge, parking charge, or other operational fee where applicable. Any such charges will be explained at the quotation stage where reasonably possible. 
If the service requires additional time, specialist products, or extra labour because of contamination, heavy soiling, pet stains, odour treatment, or restricted access, we may charge accordingly. The customer authorises us to use our professional judgement on site to complete the work safely and effectively, provided any major deviation from the original scope is discussed where practical.
Payment terms will be confirmed at or before the time of booking. Unless otherwise agreed, payment is due immediately upon completion of the service and must be made by the methods we accept at that time. In some cases, a deposit may be required to secure the appointment, especially for larger projects, same-day availability, or specialist work. Deposits are normally non-refundable except where we cancel the service or where applicable law requires otherwise.
If payment is not made when due, we may withhold any post-service documentation, refuse further bookings, or charge reasonable recovery costs where permitted by law. We also reserve the right to charge interest on overdue sums at the statutory rate or any other rate permitted by law. Any invoice issued must be paid in full and without deduction, set-off, or counterclaim unless we have agreed otherwise in writing.
We may revise prices where the original quotation was based on incomplete, inaccurate, or misleading information, or where the scope of work changes before or during the appointment. Where a price increase is required, we will try to explain the reason clearly before continuing. If you do not accept the revised price, you may ask us to stop work, but you may still be charged for any work already completed, materials already used, or reasonable attendance costs.
Cancellation requests should be made as early as possible. If you cancel a booking more than 24 hours before the scheduled appointment, we will normally not charge a cancellation fee unless a non-refundable deposit has been taken or special materials have already been ordered. For cancellations made with less than 24 hours’ notice, or where access is refused on arrival, a cancellation fee may apply to cover lost time and scheduling costs.
If you wish to rearrange an appointment, we will try to accommodate the request, but new dates are subject to availability. Repeated cancellations, late changes, or failure to provide access may result in the requirement for advance payment for future bookings. Where we need to cancel or reschedule, we will seek to give reasonable notice and offer an alternative date. We are not liable for indirect loss caused by a change in appointment where the change is outside our reasonable control.
We may suspend, postpone, or cancel a service if we believe it cannot be carried out safely, lawfully, or properly due to conditions at the premises, the behaviour of occupants, unsuitable weather for external aspects of the job, or any event beyond our control. In such circumstances, any amount already paid will be handled in line with the reason for cancellation and the work completed, if any. If the customer is responsible for the cancellation, any applicable fees may still be payable.
We carry out our work with reasonable skill and care, using professional cleaning methods suited to the type and condition of the fibres or surfaces involved. However, carpet cleaning is a service activity, not a guarantee of perfect restoration. The final result can depend on factors such as age, wear, previous cleaning attempts, fibre type, dye stability, sun damage, underlay condition, water marks, and prior contamination. We do not guarantee removal of all stains, odours, or marks.
We shall not be liable for pre-existing damage, including but not limited to loose seams, worn fibres, colour loss, shrinkage caused by poor manufacture or installation, broken zips, weak fabric, hidden defects, or previous treatment by another contractor. Any apparent issue reported after the service will be assessed against the original condition of the item and the information supplied before work began. Liability is limited to the direct loss caused by our proven negligence and only to the extent permitted by law.
We are not responsible for loss or damage arising from circumstances outside our control, including inaccurate information provided by the customer, unsuitable carpets, insecure furniture, hidden hazards, defective plumbing, electrical issues, or access restrictions. Nothing in these terms excludes or limits liability for death or personal injury caused by our negligence, fraud, fraudulent misrepresentation, or any other liability that cannot legally be excluded under UK law. Where liability is established, our total liability will normally not exceed the amount paid for the specific service concerned.
Customers must ensure that the premises are safe for our team to enter and work in. This includes providing water, electricity, reasonable lighting, and a secure environment. Children and pets should be kept away from the work area. If the premises contain hazards such as exposed wiring, broken flooring, bodily fluids, sharps, mould, or pest infestation, you must inform us before the appointment. We may refuse to proceed where the environment is unsafe or unsanitary.
We may use detergents, pre-sprays, stain removers, deodorisers, and other professional products as needed. While we aim to choose materials appropriate for the job, some products may leave a temporary smell, residue, or moisture in the treated area. Drying times vary and are influenced by ventilation, temperature, carpet type, and humidity. The customer is responsible for allowing sufficient drying time before normal use and for avoiding heavy foot traffic, furniture replacement, or vacuuming until the area is suitably dry.
Any special instruction or warning given by us must be followed after completion of the service. This may include advice on ventilation, spot testing, stain care, or protecting the treated area. We are not responsible for deterioration caused by misuse, over-wetting by others, failure to follow aftercare instructions, or accidents occurring after the service has ended. Where the customer requests treatment of delicate, antique, or high-value items, the customer accepts that such items may be cleaned only at their own risk unless otherwise agreed in writing.
Regarding waste regulations, the customer agrees that we may remove and dispose of minor waste generated during the service, such as disposable cloths, packaging from cleaning materials, and ordinary residues arising from the work, in accordance with applicable law and good industry practice. If contaminated waste is identified, including waste affected by bodily fluids, mould, chemical contamination, or pests, we may decline to remove it unless appropriate arrangements are made and the legal requirements for handling such waste are met.
The customer must disclose any known hazardous substances or special disposal needs before the appointment. We will not knowingly handle asbestos, clinical waste, hazardous chemicals, or any material requiring specialist licensing unless separately agreed and legally permitted. Where waste must be segregated, stored, transported, or disposed of under regulatory requirements, the customer is responsible for providing accurate information and for any additional cost associated with lawful handling. We may stop work if undisclosed hazardous waste is discovered.
These terms are governed by the laws of England and Wales, and any dispute or claim 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 mandatory law provides otherwise. If any part of these terms is found to be invalid or unenforceable, the remaining provisions will continue in full force. No waiver of any right or remedy shall be effective unless agreed by us in writing.
For the avoidance of doubt, nothing in these terms affects any statutory rights that apply to consumers under UK law. If you are booking on behalf of a business, you confirm that you have authority to do so and that the business will be bound by these terms. We may update or amend these terms from time to time, and the version in force at the time of booking will apply to that booking unless a later written agreement states otherwise. Continued use of the service after an update will amount to acceptance of the revised terms.
By proceeding with a booking, you confirm that you have read and understood these terms and that the details you provide are true and complete to the best of your knowledge. You also confirm that you have the right to authorise the cleaning of the relevant items and premises. If you are uncertain about any part of these terms, you should seek clarification before the appointment is confirmed. These service terms are intended to support a fair, transparent, and professional carpet cleaning service agreement.
