Bounds Green Carpet Cleaners Terms and Conditions

These Terms and Conditions set out the basis on which Bounds Green Carpet Cleaners provides carpet, upholstery, rug, and related cleaning services to domestic and commercial customers. By making a booking, confirming an appointment, or allowing work to begin, you agree to be bound by these terms. They are designed to protect both you and us by making the service process clear, fair, and consistent. In these terms, references to we, us, and our mean Bounds Green Carpet Cleaners, and references to you and your mean the customer receiving the service.

These terms apply to all services arranged with Bounds Green carpet cleaners, including any quotation, survey, booking, amendment, cancellation, rebooking, or aftercare advice given before, during, or after the service. If any special conditions are agreed in writing for a particular job, those conditions will apply only to that specific booking and only to the extent that they do not conflict with these terms. We may update these Terms and Conditions from time to time, and the version in force at the time of booking will apply to your service unless otherwise agreed in writing.

By booking a service, you confirm that you have read and understood these terms and that you are authorised to arrange the work at the property or premises concerned. If you are booking on behalf of a landlord, managing agent, business, or other third party, you warrant that you have permission to do so. It is your responsibility to ensure that the property is ready for the service, that access is available, and that any relevant information about materials, stains, risks, or restrictions is provided before the appointment.

Booking Process

All bookings are subject to availability. A booking is not confirmed until we have accepted your request and, where required, received any deposit or advance payment that we have requested. During the booking process, we may ask for details such as the size of the area to be cleaned, the type of flooring or fabric, the condition of the item, parking or access arrangements, and any known issues such as prior treatments, heavy staining, or water damage. Accurate information is essential because it helps us provide a realistic quotation and allocate the correct equipment, time, and staff for the job.

Any quote given by Bounds Green Carpet Cleaners is based on the information provided at the time and may be subject to change if the actual service requirements differ materially from what was described. For example, a quote may be revised where additional rooms, furniture moving, intensive stain removal, carpet protection, pet odour treatment, or specialist cleaning methods are required. We will always aim to explain any change before work continues. If you do not agree to a revised price, we may stop the service and charge for work already completed and for any reasonable call-out or attendance costs where applicable.

Appointment times are given as estimated time windows rather than exact arrival times unless we specifically state otherwise. This is because travel conditions, prior jobs, equipment issues, or property conditions can affect the schedule. You agree to provide safe and reasonable access to the property at the agreed time. If the service cannot begin or be completed because access is denied, keys are unavailable, the property is unsafe, or a responsible person is not present where required, we may treat this as a late cancellation or aborted appointment and charge accordingly.

It is your responsibility to remove fragile, valuable, or personal items from the areas to be cleaned before the appointment begins, unless we have expressly agreed in writing to move certain items. We may move light furniture at our discretion, but we are not obliged to move heavy, fixed, dismantled, or unsafe items. We may refuse to proceed if we believe the working conditions are unsuitable or if doing so would create a health and safety risk. This includes, for example, excessive clutter, exposed electrical hazards, aggressive animals, or unsanitary conditions.

We may cancel or reschedule a booking if the property conditions, access arrangements, or service requirements differ significantly from what was disclosed, or if circumstances beyond our control prevent us from attending safely or on time. In such cases, we will use reasonable efforts to offer a new appointment. We shall not be liable for indirect loss arising from a rescheduled visit, provided we have acted reasonably and in good faith.

Payments

Unless otherwise agreed, payment is due on completion of the service. We may require a deposit, card pre-authorisation, or partial advance payment for larger jobs, commercial work, repeat appointments, or where a special order or reserved time slot is involved. Accepted payment methods may include card, bank transfer, cash, or other methods stated at the time of booking. We reserve the right to change accepted payment methods, but any change will not affect an existing booking without notice.

All prices are quoted in pounds sterling and, unless stated otherwise, are inclusive or exclusive of VAT according to the quotation provided. If VAT applies, it will be shown separately where required by law. You must pay all sums due in full and without set-off, counterclaim, deduction, or withholding, unless required by law. If an invoice remains unpaid after the due date, we may charge reasonable interest and recovery costs to the extent permitted by the Late Payment of Commercial Debts (Interest) Act 1998 or other applicable law, especially for business-to-business work.

Where payment is made by card or bank transfer, you must ensure that sufficient funds are available and that the account or card details are valid. If a payment is declined, reversed, charged back, or otherwise fails, you remain responsible for the outstanding balance. We reserve the right to suspend future services, recover administrative costs, and pursue debt recovery where necessary. Any disputed amount should be raised promptly and in writing, but you must still pay any undisputed portion on time.

Cancellations and Amendments

You may cancel or reschedule a booking by giving us reasonable notice. Unless a different notice period is stated in your quotation or booking confirmation, we ask for at least 24 hours' notice for domestic appointments and at least 48 hours' notice for larger or commercial appointments. Where appropriate, we may waive cancellation charges at our discretion, but we are not obliged to do so. If you cancel late or fail to attend an appointment, we may charge a cancellation fee that reflects the time reserved, travel undertaken, and any costs already incurred.

If you wish to amend a booking, we will try to accommodate your request, but changes are subject to availability. An amendment may affect the price, the expected duration, or the equipment required. If an amendment causes the appointment to become unviable at the original time, we may offer the next available slot or treat the request as a cancellation and new booking. If we need to move your appointment because of operational reasons, we will notify you as soon as reasonably practicable and offer an alternative date or time.

If you are a consumer and have booked remotely, you may have cancellation rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, subject to any lawful exceptions. In particular, where you request that work begins within the 14-day cancellation period, you may be asked to confirm that you want the service to start early and that you understand you may lose the right to cancel once the service has been fully performed. If the work has already started before cancellation, you may be required to pay for the proportion of the service completed up to that point.

Service Standards and Liability

We will perform the service with reasonable care and skill, using equipment and methods that we consider appropriate to the materials and condition of the property. However, cleaning results can vary depending on the age of the carpet, the nature of the fibres, prior treatments, existing wear, sunlight exposure, previous spills, and the type of contamination present. Some stains may be permanent or only partially removable. We do not guarantee complete stain removal, colour restoration, or the elimination of all odours, and we are not responsible for pre-existing damage or normal wear and tear.

You are responsible for informing us of any known risks before the service begins, including colour bleed, loose seams, fragile fibres, hidden stains, recent DIY treatments, structural damp, pest infestations, or other issues that could affect the outcome. If we identify a potential risk during the service, we may stop work on the affected area or proceed only if you accept the risk. We are not liable for damage caused by pre-existing faults, unsuitable materials, hidden defects, or information that was withheld or inaccurately provided.

To the fullest extent permitted by law, our liability for loss or damage arising from the service is limited to the amount paid or payable for the relevant service, except where liability cannot be limited or excluded by law. Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other matter for which exclusion or limitation would be unlawful. We shall not be liable for loss of profit, business interruption, loss of opportunity, loss of goodwill, or any indirect or consequential loss.

Waste Regulations, Materials, and Environmental Compliance

We aim to operate in line with applicable environmental and waste management obligations. During a cleaning job, waste may include wastewater, extracted soil, used disposable materials, packaging, or contaminated items that are removed from the cleaned area. We will handle, store, transport, and dispose of such waste in a lawful and responsible manner. Where disposal requires special handling, we may refuse to remove certain materials unless suitable arrangements have been agreed in advance.

You must not ask us to dispose of hazardous, restricted, or unlawful waste without prior written agreement. This includes, without limitation, asbestos-containing materials, needles, biological waste, chemicals, solvents, paint, oils, or any substance that requires specialist collection or licensing. If hazardous waste is discovered during the service, we may stop work and require you to arrange appropriate removal. Any extra time, specialist handling, or disposal cost arising from such materials may be charged to you if permitted by law and if the issue was not disclosed beforehand.

We may use cleaning products that are suitable for the task and intended to reduce unnecessary environmental impact where reasonably practicable. However, some stains or materials require stronger products or specific treatment methods. You agree that we may select the cleaning system we judge appropriate, provided it is consistent with the service requested and safe to use at the property. If you have allergies, sensitivities, pets, or other concerns relevant to products or residues, you must tell us before the appointment so that we can consider suitable measures.

Customer Obligations

You must ensure that the areas to be cleaned are reasonably accessible and in a suitable condition for work to be carried out. This includes providing electricity and water if required, unless we have agreed an alternative arrangement. You should also advise us of parking restrictions, loading limitations, security requirements, alarm systems, or any site rules that may affect attendance. If we incur additional cost because of parking charges, congestion-related charges, permits, or similar access-related expenses, you may be responsible for reimbursing those costs where they were not included in the quoted price.

You must supervise children and pets during the appointment and ensure that vulnerable persons are kept away from the working area. We are not responsible for accidents caused by failure to follow safety instructions or by interference with equipment during cleaning. If furniture or fittings need to be moved, disconnected, or protected before the service, you are responsible for arranging this unless we have expressly agreed to assist. Any delicate surfaces should be identified in advance so that appropriate precautions can be taken.

If we must pause or terminate the service because of unsafe conditions, lack of cooperation, or a breach of these terms, you will remain liable for the amount due for work completed and any reasonable additional costs incurred. We will act proportionately and only stop work where necessary. If we choose to continue despite a minor breach, that will not waive our right to rely on these terms in future or in relation to any later issue.

Complaints, Force Majeure, and Governing Law

If you are dissatisfied with any aspect of the service, you should notify us as soon as reasonably possible so that we may review the issue and, where appropriate, inspect the affected area or provide a suitable remedy. We may offer re-cleaning, adjustment, or another reasonable solution at our discretion, provided the complaint is genuine and reported promptly. Complaints made long after the service may be harder to assess, especially where the carpet or fabric has since been used, cleaned again, or altered in condition.

We are not responsible for delay or failure to perform our obligations where such delay or failure is caused by events beyond our reasonable control, including severe weather, transport disruption, accidents, utility failure, fire, illness, government action, labour disputes, or supply problems. Where a force majeure event prevents us from completing a booking, we will seek to rearrange the service or, if that is not practical, return any advance payment for work not performed, subject to lawful deductions for completed work or unavoidable costs already incurred.

This agreement, and any dispute or claim arising from it, shall be governed by and interpreted in accordance with the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction, except where consumer protection law gives you the right to bring proceedings in another court. If any part of these Terms and Conditions is found to be invalid or unenforceable, the remaining provisions shall continue in full force and effect. These terms constitute the entire agreement between you and Bounds Green Carpet Cleaners in relation to the service provided, unless amended in writing by both parties.