Terms and Conditions for Plaistow Carpet Cleaners

These Terms and Conditions set out the basis on which Plaistow Carpet Cleaners provides carpet, upholstery, rug, and related cleaning services to domestic and commercial customers in the UK. By making a booking, the customer agrees to be bound by these terms, which are designed to create a clear, fair, and professional service arrangement. In these terms, references to we, us, or our mean Plaistow Carpet Cleaners, and references to you or the customer mean the person requesting or receiving the service.

These terms apply to all quotations, bookings, and work carried out by us unless otherwise agreed in writing. Any variation, promise, or special arrangement must be confirmed by us in writing to be valid. We may update these terms from time to time to reflect legal, operational, or business changes. The version in force at the time of your booking will normally apply to that service.

By using our services, you confirm that you have the legal authority to request the work at the property or premises concerned. If you are booking on behalf of another person or organisation, you confirm that you are authorised to accept these terms on their behalf. Please read this document carefully before confirming any appointment with Plaistow Carpet Cleaners.

1. Booking Process

Bookings may be made by telephone, email, online form, or any other method we make available from time to time. A booking is only accepted when we have confirmed it, either verbally or in writing, and provided a date, time, or service window. Any estimate given before confirmation is not a guarantee of availability until the booking has been accepted by us.

When making a booking, you must provide accurate information about the property, the items to be cleaned, access conditions, parking restrictions, water supply, electricity availability, and any known stains, damage, or special requirements. If the details provided are incomplete or incorrect, we may need to revise the quotation, amend the scope of work, or decline the service. The customer is responsible for ensuring that the work area is ready for cleaning at the agreed time.

We may ask for photos, measurements, fabric information, or further details before confirming a booking for carpet cleaning services or related work. This is to help us determine the appropriate cleaning method, estimate the likely duration, and identify any special precautions. Where an on-site inspection is needed, any estimate provided beforehand may be subject to change after inspection.

2. Service Scope and Customer Responsibilities

The service we provide will be limited to the tasks agreed at the time of booking or later confirmed in writing. Unless expressly included, our work does not cover lifting floor coverings, moving heavy furniture, removing fixed fittings, or carrying out repairs. We will use reasonable skill and care in carrying out carpet and upholstery cleaning, but the exact result may vary depending on the age, material, condition, and previous treatment of the item being cleaned.

You must make sure that the work area is reasonably accessible and safe. This includes removing fragile objects, valuables, and personal items from the immediate working area and ensuring that children, pets, and unauthorised persons are kept clear while we work. If we are unable to proceed because access is unsafe or unsuitable, a call-out or cancellation charge may apply. You are also responsible for informing us of any health, safety, or contamination concerns, including recent water damage, mould, bodily fluids, or pest issues.

We may refuse to clean items that are excessively damaged, unhygienic, at risk of further harm, or unsuitable for the requested cleaning process. Some fabrics, dyes, or finishes may react unpredictably to moisture or cleaning agents, particularly where items are old, previously treated, or made from delicate materials. We will exercise reasonable care, but we do not guarantee the complete removal of all stains, odours, or marks.

3. Pricing and Payments

Prices are usually based on the size of the area, the type and condition of the items, the method required, and any additional services requested. Quotations may be provided as fixed prices or estimates. Unless stated otherwise, estimates are based on the information you provide and may change if the actual circumstances differ from those described at booking. Any additional work requested on the day will be charged separately.

Payment terms will be confirmed at or before booking. We may require full payment on completion, advance payment, a deposit, or staged payment for larger or commercial jobs. Accepted payment methods may include bank transfer, card payment, or other methods that we approve. Where payment is made by bank transfer, cleared funds must be received within the agreed timeframe. Any charges, fees, or discounts offered will be subject to the conditions stated at the time of the booking.

All invoices must be paid in full unless we have agreed a different arrangement in writing. If payment is late, we may charge interest and recovery costs where permitted by law. We also reserve the right to suspend future bookings or withhold follow-up services until outstanding balances have been settled. Any dispute about an invoice must be raised promptly and in good faith.

4. Cancellations, Rescheduling, and Missed Appointments

You may cancel or reschedule a booking by giving us reasonable notice. Because appointments are allocated specifically for each customer, cancellation charges may apply if insufficient notice is given. The amount of any charge may depend on the length of notice, the work reserved, and whether materials or staff have already been committed to the job. We will act reasonably when applying such charges.

If you are not available at the agreed time, fail to provide access, or do not meet the conditions needed for us to work, the appointment may be treated as a late cancellation or a missed visit. In such cases, we may charge part or all of the agreed price, especially where travel, labour, or preparation costs have already been incurred. Any deposit paid may be retained to cover reasonable losses.

We may also need to cancel or reschedule a booking due to circumstances beyond our control, including staff illness, equipment failure, severe weather, transport disruption, or other operational issues. If we do so, we will aim to provide a new appointment within a reasonable time. We will not be liable for any indirect loss caused by a necessary change of date, provided we act fairly and use reasonable efforts to minimise inconvenience.

5. Liability and Limitations

We will carry out our work with reasonable care and skill. However, except where required by law, we will not be responsible for pre-existing damage, hidden defects, structural issues, colour loss caused by age or wear, weak seams, loose fibres, prior poor workmanship, or damage resulting from the customer’s failure to disclose relevant information. Certain cleaning outcomes, such as complete stain removal, exact colour restoration, or the elimination of long-standing odours, cannot be guaranteed.

Where items are moved with your consent, you accept that older furniture and fixtures may be fragile or unstable. We are not responsible for damage caused by items that are already loose, improperly assembled, or unsuitable to move. If you ask us to work in a way that conflicts with our professional advice, you do so at your own risk. We may refuse any instruction that we believe may cause damage, injury, or breach of law.

Nothing in these terms limits or excludes liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be limited or excluded under UK law. Subject to that, our liability for loss or damage arising from a service failure will be limited to the amount paid, or payable, for the specific service giving rise to the claim, except where a different limit is required by law. We will not be liable for consequential or indirect loss, loss of profit, loss of business, or loss of opportunity.

6. Waste Regulations, Disposal, and Environmental Responsibilities

During and after cleaning work, we may collect waste water, extracted residues, used filters, packaging, disposable cloths, and other materials generated by the service. We will handle such waste in a lawful and responsible manner. Where applicable, we will dispose of waste in accordance with relevant environmental and waste management requirements in the UK, including obligations relating to safe storage, transfer, and disposal by authorised routes.

The customer must not ask us to dispose of prohibited, hazardous, or unlawful materials unless we have expressly agreed to do so and are legally permitted to handle them. This includes, without limitation, chemicals, sharps, contaminated waste, asbestos-related materials, or other dangerous substances. If we identify material that may require specialist handling, we may stop work and advise that a separate contractor is needed. Additional charges may apply if specialist disposal or extended handling is required.

Where cleaning produces wastewater or residue, you agree that we may remove it from the premises or dispose of it using approved methods, subject to site conditions and legal requirements. You are responsible for informing us of any drainage restrictions, protected surfaces, or site rules that affect disposal. We will not knowingly breach any applicable waste regulations, and we expect the customer to cooperate fully with any lawful disposal arrangements connected to the service.

7. Complaints, Revisit Policy, and Service Issues

If you believe there is an issue with the service, you should notify us as soon as reasonably possible after completion. This allows us the opportunity to review the matter and, where appropriate, inspect the area or item concerned. We may ask for photographs or other relevant information to help us understand the issue. Any complaint must relate to the specific work carried out and not to matters outside our control.

Where we agree that a revisit is appropriate, we may offer a return visit to assess or rectify the concern. A revisit does not mean that we accept liability in every case, but it allows us to investigate fairly and promptly. We may decline a revisit where the complaint arises from pre-existing damage, incorrect information, customer misuse, re-soiling after completion, or circumstances not caused by our work.

Any claim relating to the service should be made within a reasonable time and before the item or area is altered, moved, or cleaned by another contractor. Failure to allow us a fair chance to inspect or remedy the issue may affect the outcome of any claim. We aim to resolve issues professionally and in accordance with applicable consumer law.

8. Force Majeure

We are not responsible for delay or failure to perform our obligations where the delay or failure results from events beyond our reasonable control. These may include extreme weather, flood, fire, utility outage, transport disruption, industrial action, public health restrictions, equipment shortages, or other unforeseen circumstances. In such cases, we will seek to rearrange the appointment or agree a fair alternative.

If a force majeure event continues for an extended period, either party may cancel the affected booking by giving notice. Where services have not been performed, any payment made in advance for the affected part of the booking will normally be refunded, subject to any non-recoverable costs already reasonably incurred. We will use reasonable efforts to minimise the impact of such events on customers.

9. Governing Law and Jurisdiction

These terms and any dispute or claim arising from them are governed by the laws of England and Wales. By booking with Plaistow Carpet Cleaners, you agree that the courts of England and Wales will have exclusive jurisdiction over any matter that cannot be resolved amicably. If you are a consumer, nothing in these terms affects your statutory rights under applicable UK consumer law.

If any part of these terms is found to be unlawful, invalid, or unenforceable, the remaining provisions will continue in full force. A failure by us to enforce any part of these terms on one occasion does not waive our right to enforce them later. These terms form the whole agreement between you and us in relation to the service, unless otherwise agreed in writing.

By confirming a booking, you acknowledge that you have read, understood, and agreed to these Terms and Conditions for Plaistow Carpet Cleaners. We recommend keeping a copy for your records. If you instruct us to proceed, that instruction will be treated as acceptance of the terms applicable to the service.