Terms and Conditions for Carpet Cleaners Soho
These Terms and Conditions set out the basis on which Carpet Cleaners Soho provides carpet cleaning and related domestic or commercial cleaning services. By making a booking, confirming an appointment, or allowing our technicians to begin work, you agree to these terms. Please read them carefully before placing an order for any carpet cleaning Soho service, upholstery cleaning, rug care, stain treatment, or other specialist cleaning arrangement.
In these terms, references to “we”, “us”, and “our” mean the service provider trading as Carpet Cleaners Soho, and references to “you” or “the customer” mean the person who books, pays for, or receives the service. These terms are intended to be fair, transparent, and consistent with applicable UK consumer and contract law. Nothing in these terms affects your statutory rights.
Where a booking is made on behalf of a business, landlord, managing agent, or other organisation, the person placing the booking confirms that they have authority to agree to these terms. These terms apply to all standard carpet cleaning services, except where a separate written agreement has been issued and signed by both parties.
1. Booking Process
Bookings may be made through the methods we make available from time to time, including online, by telephone, or by other written confirmation methods. When you request a service, you must provide accurate information about the property, access arrangements, parking restrictions, room sizes, carpet type, known stains, and any relevant safety issues. The quality and suitability of the service may depend on the information you provide.
After you submit a booking request, we may provide an estimate, service description, or proposed appointment time. A booking is only confirmed when we have accepted the request and sent you confirmation. Until confirmation is issued, no contract exists. We reserve the right to decline a booking where the required work is outside our scope, where access is unsafe, or where equipment or staffing limitations prevent us from performing the service properly.
It is your responsibility to ensure that someone over the age of 18 is available at the property at the agreed time, unless we have expressly agreed otherwise. If the property is empty, we may still proceed only where safe access has been arranged in advance. You must remove fragile items, small valuables, and any objects that could be damaged by moisture, movement, or cleaning solutions before the appointment begins. We are not responsible for relocating items unless this has been expressly agreed in writing.
2. Scope of Services
Our Soho carpet cleaners provide professional cleaning using methods chosen according to carpet type, soil level, fibre condition, and practical site conditions. The work may include vacuuming, pre-treatment, stain spot treatment, hot water extraction, low-moisture cleaning, deodorising, grooming, or other techniques considered appropriate by our technician. We aim to deliver a high standard of care, but we do not guarantee the complete removal of every stain, odour, or mark.
Some stains may be permanent or may worsen during cleaning due to their age, composition, prior treatment, or the nature of the fibre. We may decline to treat a stain if we believe the risk of damage is too high. Similarly, we may refuse to clean items that are heavily worn, structurally weak, contaminated, or unsuitable for the method requested. If a customer insists on proceeding against our recommendation, this is done at the customer’s risk.
Where additional services are requested during the appointment, such as upholstery cleaning, spot treatment beyond the original scope, or treatment of hallways and staircases, these may be charged separately. Any price given before the appointment may be revised if the actual condition, size, or complexity of the work differs materially from the information supplied at the time of booking.
3. Pricing and Payment
Our prices are generally based on room count, area size, item type, condition, and any add-on treatments requested. Estimates may be provided before the visit, but unless specifically stated as fixed, they are indicative only. A final price may depend on inspection at the property and the actual time, labour, and materials required. We will explain any material change before proceeding where reasonably possible.
Payment terms will be confirmed at the time of booking or on the invoice. We may require a deposit, full prepayment, payment on completion, or a combination of these. Unless otherwise agreed, payment must be made in pounds sterling. We accept the payment methods that we specify from time to time, and we may refuse cash or other methods where operational reasons require it.
Late or failed payments may result in administrative charges, suspension of future bookings, and recovery action where lawful. If a payment is returned, reversed, or declined after work has started or been completed, you remain liable for the full balance. You are also responsible for any bank or card processing fees imposed due to failed payment caused by your breach of these terms.
4. Cancellations, Rescheduling, and Access
You may cancel or reschedule a booking by giving reasonable notice. The exact notice period may vary depending on the type of service and appointment date, but cancellations made at short notice may incur a fee to cover lost time, reserved staff, and travel allocation. If we have already attended the property, begun preparation, or brought specialist equipment to site, a charge may apply even if the service is not completed.
If you are not present at the agreed time, do not provide access, or fail to make the property ready for cleaning, we may treat this as a late cancellation or failed attendance. In such cases, you may be charged for the wasted appointment and any reasonable costs incurred. Repeated cancellations or inability to access the property may lead us to require advance payment for future bookings.
We may also need to reschedule or cancel if we cannot safely perform the work because of unsuitable conditions, risk of damage, lack of access, adverse weather affecting safe entry, equipment failure, or circumstances beyond our control. Where this happens, we will try to offer a new appointment. Our liability for unavoidable rescheduling is limited to refunding any prepaid amount for the cancelled portion of the service, unless the law requires otherwise.
5. Customer Responsibilities
Before cleaning begins, you must tell us about any hidden damage, recent repairs, fragile floor coverings, pet accidents, mould, infestations, or contamination that could affect the service or create a health and safety risk. You should also tell us if the carpet has been previously treated with unsuitable products or if it contains delicate fibres such as wool, silk, or other sensitive materials. Accurate disclosure helps us choose a suitable method and reduce the risk of avoidable harm.
You must ensure that power, water, and reasonable working space are available unless we have agreed to provide all resources ourselves. If the job requires moving furniture, please discuss this in advance. We may decline to move heavy, fixed, or unsafe items. We are not responsible for damage caused by items that were unstable, poorly assembled, or already defective, provided we acted with reasonable care.
Where parking charges, congestion-related costs, permits, or restricted access costs are incurred because of site conditions or customer instructions, these may be added to the final bill if this was agreed in advance or if they were unavoidable and reasonably necessary for performance of the service.
6. Liability and Damage
We will carry out all work with reasonable care and skill. However, carpet and textile materials can react unpredictably to cleaning methods, detergents, temperature, agitation, or pre-existing wear. Natural fibres, older fabrics, colourfastness issues, hidden stains, and weakened backing can increase the risk of change in appearance, texture, or shrinkage. By booking a service, you acknowledge these risks.
We are not liable for pre-existing damage, defects, gradual wear, fading caused by sunlight, dye migration, previous cleaning errors, or damage arising from hidden conditions that could not reasonably have been detected before treatment. We are also not liable for loss or damage caused by your failure to disclose relevant information, by following your instructions against our advice, or by interference by third parties after completion.
If our negligence causes proven damage, our liability will be limited to the lesser of the cost of repair, the cost of reasonable replacement, or the amount paid for the affected service, except where the law does not permit such limitation. We do not exclude liability for death or personal injury caused by our negligence, for fraud, or for any other liability that cannot lawfully be excluded under UK law.
7. Waste Regulations and Environmental Compliance
We are committed to complying with applicable UK waste regulations, environmental requirements, and safe disposal practices. During carpet cleaning, waste may include dirty water, extracted residues, packaging, used cloths, vacuum debris, and disposable protective materials. We will handle such waste in a lawful and responsible manner, and where required we will transport or dispose of it through appropriate channels.
We may use cleaning products and wastewater management methods that are suitable for the task and consistent with prevailing environmental expectations. You must not ask us to dispose of household waste, hazardous materials, sharps, chemical containers, or contaminated items unless we have agreed in advance and confirmed that we are authorised and equipped to do so. If prohibited or hazardous waste is discovered during the job, we may suspend work until the issue is safely resolved.
If the property contains bodily fluids, excessive contamination, pest-related waste, or other potentially hazardous materials, you must tell us before the appointment. We may refuse such work or require specialist treatment arrangements. You are responsible for ensuring that any materials requiring special handling are disclosed and isolated before service begins. Any extra disposal cost caused by undisclosed waste may be charged to you where lawful.
8. Complaints, Reattendance, and Service Issues
If you believe the service has not been carried out with reasonable care and skill, you must notify us within a reasonable time after completion and before the affected area is heavily used or altered. This helps us inspect the issue promptly and determine whether a re-clean, adjustment, or other remedy is appropriate. Claims made after significant delay may be harder to assess fairly.
Where a valid complaint is made, we may offer an inspection, partial re-clean, or another reasonable remedy at our discretion, provided this is proportionate and practical. A reattendance does not amount to an admission of liability. Any remedy will be limited to the service elements affected by the complaint and will not extend to unrelated areas or items.
Nothing in this section limits your legal rights where services are not performed with reasonable care and skill. However, we will not be responsible for dissatisfaction arising from realistic cleaning limitations, pre-existing conditions, or results that were not guaranteed. The purpose of our terms is to ensure a fair balance between customer expectations and the practical realities of professional carpet care.
9. Governing Law and General Provisions
These terms, and any dispute or claim arising from them, are governed by the laws of England and Wales. If you are resident in another part of the United Kingdom, any mandatory consumer protections that apply in your home jurisdiction will not be affected where they cannot be excluded by contract. The courts of England and Wales will have jurisdiction, subject to any statutory rights you may have to bring claims elsewhere where permitted by law.
If any part of these terms is found to be unlawful, invalid, or unenforceable, the remaining provisions will continue in full force. No failure or delay by us in enforcing any right under these terms shall operate as a waiver of that right. Any variation to these terms must be agreed in writing or published as a revised version applicable to future bookings.
These service terms for Carpet Cleaners Soho are designed to support clear expectations, reliable scheduling, lawful payment, safe working practices, and responsible handling of waste. By continuing with a booking, you confirm that you have read, understood, and accepted the terms as a whole.