Canary Wharf Carpet Cleaners Terms and Conditions

These Terms and Conditions set out the basis on which Canary Wharf Carpet Cleaners provides domestic and commercial carpet cleaning, upholstery cleaning, rug treatment, stain removal, and related services. By making a booking, you confirm that you have read and agree to these terms. If you are arranging a service on behalf of another person or business, you confirm that you are authorised to accept these terms for them. These terms apply to all standard carpet cleaning appointments unless we agree otherwise in writing.

In these terms, “we”, “us”, and “our” mean Canary Wharf Carpet Cleaners, and “you” means the customer or the person responsible for the property where the work is carried out. Any reference to “service” includes inspection, quotation, cleaning, treatment, aftercare advice, and any associated labour or equipment use. The exact scope of each booking depends on the rooms, items, access, condition, and any special requirements notified before attendance.

Our carpet cleaning service is provided in accordance with reasonable skill and care and is intended to remove dirt, stains, allergens, and odours where practicable. However, results will vary according to fibre type, age, condition, previous cleaning history, stains, backing materials, and environmental factors. Some marks may be permanent or may only improve rather than disappear. You acknowledge that no guarantee can be given for complete stain or odour removal in every case.

Booking process begins when you request a quotation or appointment and we provide an estimated price, availability, and any required conditions. A booking is only confirmed once we have accepted the request and, where applicable, received a deposit, pre-authorisation, or other agreed confirmation. It is your responsibility to ensure that the booking details are correct, including the service address, access arrangements, number of rooms or items, and any known issues such as water supply concerns, parking restrictions, or fragile flooring.

We may ask for photographs, measurements, or further details before confirming a booking so that we can assess the job properly. Any quote provided before attendance is based on the information available at that time and may be adjusted if the actual work differs materially from the description provided. If the property is not as described, if access is restricted, or if the area requires additional work not previously disclosed, we may revise the price or limit the service accordingly.

We reserve the right to refuse, postpone, or cancel a booking where it would be unsafe, unlawful, impractical, or beyond the agreed scope. This may include situations involving severe contamination, excessive infestation, hazardous materials, unsafe electrical conditions, or heavy soiling that requires specialist treatment. If we decline to proceed, we will explain the reason where reasonably possible and, if no work has been carried out, any prepaid amount will be handled in line with the cancellation and refund terms below.

Payments and charges must be made in full in accordance with the price agreed at booking or the updated price confirmed on site. Unless otherwise stated, all prices are quoted in pounds sterling and may be subject to VAT if applicable. Payment is due on completion of the service unless we have agreed a different arrangement in advance. We may require advance payment or a deposit for larger jobs, repeat visits, end-of-tenancy work, or commercial cleaning contracts.

We accept the payment methods communicated at the time of booking or prior to attendance. If payment is not received when due, we may suspend further work, withhold completion documentation, or charge reasonable recovery costs where permitted by law. You remain responsible for any bank charges, failed payment fees, or administration costs arising from a declined card payment or other payment failure caused by you or your bank.

Where the service is extended at your request or because additional cleaning is needed due to unexpected condition, extra charges may apply. Examples include heavily soiled carpets, unusually large rooms, contaminated areas, repeated treatments, furniture moving beyond the agreed scope, or specialist stain removal products. Any additional cost will be explained before we continue where reasonably practicable. If we cannot obtain your approval for the change, we may complete only the originally agreed part of the job.

Cancellations and rescheduling should be made as early as possible. If you need to cancel or change a booking, you must notify us within a reasonable time before the appointment. We may apply a cancellation charge where we have reserved time, incurred travel or preparation costs, or been unable to reallocate the appointment. For short-notice cancellations, missed appointments, or situations where we arrive and are unable to gain access, a fee may be charged to cover our lost time and costs.

You are responsible for ensuring that someone over the age of 18 is available to provide access where required, unless we have agreed unattended access in advance. If the appointment cannot proceed because keys, codes, parking permissions, permits, or access instructions were not provided, the visit may be treated as a cancellation or failed attendance. If you reschedule and we agree to a new appointment, any previous payment may be applied to the new booking at our discretion, less any applicable charges.

We may need to reschedule due to staff illness, equipment failure, traffic disruption, weather conditions, safety concerns, or circumstances outside our reasonable control. In such cases, we will aim to offer a new appointment time. We will not be responsible for indirect losses caused by a rescheduled visit, provided we act reasonably and keep you informed. If we cancel and no alternative date is suitable, any prepaid amount relating to unperformed work will be refunded in line with applicable law.

Customer responsibilities include preparing the property so that the work can be completed safely and efficiently. You should remove small personal items, fragile objects, valuables, and any items that could be damaged by water, heat, or cleaning agents. Where furniture moving is agreed, only items that are reasonably movable by one person or by our standard methods will be handled unless otherwise specified. You should also inform us of existing damage, loose fittings, weak seams, colour loss, underlay issues, or prior repair work.

We may refuse to clean items that are visibly unsuitable for wet cleaning, are at risk of deterioration, or have been treated with unstable dyes, weak adhesives, or delicate materials that may react unpredictably. If you fail to disclose relevant information about the condition or composition of the carpet or fabric, we accept no liability for resulting deterioration that could reasonably have been avoided had we been properly informed. Our team may use discretion to limit or alter the method used where this is necessary to reduce risk.

Liability and limitations apply to the extent permitted by law. We will be responsible for direct loss or damage caused by our negligence, but we are not liable for pre-existing defects, normal wear and tear, manufacturing faults, hidden damage, or deterioration arising from the age or condition of the carpet or item. We are not liable for loss of profits, loss of business, missed appointments with third parties, or other indirect or consequential losses. Nothing in these terms limits liability for death or personal injury caused by negligence, fraud, or any other liability that cannot lawfully be excluded.

Waste regulations and environmental handling are followed in line with applicable UK law. Any waste generated during the service, including packaging, disposable cloths, recovered debris, vacuum contents, or residue removed from the cleaned area, will be handled responsibly and disposed of using lawful methods. We do not unlawfully discharge waste into drains, public areas, or any place where it could cause pollution, obstruction, or nuisance.

Where waste includes potentially contaminated material, such as bodily fluids, mould-affected debris, pest-related waste, or other hazardous residue, we may decline to remove it unless a suitable specialist arrangement has been agreed. If we agree to take away waste, you confirm that you have the right to transfer it to us and that it is not prohibited material. You are responsible for telling us about any item or residue that may be regulated, unsafe, or requiring special handling.

If the service involves chemicals or cleaning agents, we will use products that are intended for professional cleaning and suitable for the task where reasonably practicable. You should let us know if anyone at the property has allergies, sensitivities, respiratory concerns, or if pets, children, or vulnerable persons may be affected. Although we take reasonable care, you remain responsible for securing the area and following any aftercare instructions we provide, such as ventilation, drying time, and restricted use of the cleaned area.

Complaints and service issues should be raised as soon as reasonably possible after the work is completed so that we can inspect the matter and, where appropriate, take remedial steps. We may ask for photographs, access to the property, or reasonable co-operation to assess the issue. Any complaint will be handled fairly and promptly. If a problem is caused by our failure to perform the service with reasonable care and skill, our remedy may include re-cleaning the affected area, a partial refund, or another appropriate solution at our discretion and in line with the law.

We are not responsible for dissatisfaction caused by outcomes that were reasonably foreseeable from the condition of the item or surface, including stains that have permanently set, texture changes after cleaning, or colour variation caused by wear, fading, or prior damage. Likewise, we cannot accept responsibility for shrinkage, bleeding, or pile distortion where the item is inherently vulnerable and the risk was not reasonably avoidable. Any guarantee we offer will apply only if expressly stated in writing and subject to the stated conditions.

Force majeure means events outside our reasonable control, such as severe weather, fire, flood, strike action, transport disruption, utility failure, illness, legal restrictions, or equipment unavailability caused by third parties. If such an event prevents or delays performance, we will not be in breach for the period affected. We will try to minimise disruption and rearrange the service where feasible, but we are not liable for delays or non-performance caused by matters beyond our control.

Data and privacy are handled separately under our privacy arrangements, but where relevant to a booking we may retain your name, contact details, address, appointment history, service notes, and payment records for administrative, legal, and accounting purposes. We only use personal information as needed to manage the service, process payments, handle complaints, and maintain proper records. We will not keep information longer than necessary for those purposes or as required by law.

Variation of terms may occur from time to time. The version in force at the time of your booking will generally apply to that booking unless a change is required by law or we expressly agree otherwise. If any provision of these terms is found unlawful, invalid, or unenforceable, the remaining provisions will continue in full force. No failure or delay by us in enforcing any right will be treated as a waiver of that right.

Governing law and jurisdiction: These Terms and Conditions are governed by the laws of England and Wales. Any dispute or claim arising out of or in connection with these terms, the service, or any related booking shall be subject to the exclusive jurisdiction of the courts of England and Wales. If you are a consumer, your statutory rights are not affected.