Dulwich Carpetcleaning Terms and Conditions

These Terms and Conditions set out the basis on which Dulwich Carpetcleaning provides carpet cleaning and related upholstery cleaning services to customers in the UK. By making a booking, confirming an appointment, or allowing work to begin, the customer agrees to be bound by these terms. They are intended to create a clear, fair and practical agreement for both parties, covering the booking process, payment terms, cancellations, liability, waste handling, and the law that applies to the contract.

For the purposes of these terms, references to “we”, “us” and “our” mean Dulwich Carpetcleaning, and references to “you” and “your” mean the customer receiving the service. These terms apply whether the service is booked online, by telephone, by email, or through any other accepted booking method. If any part of these terms is found to be unenforceable, the remaining sections will continue in full effect.

We provide carpet cleaning services on a professional basis and aim to carry out every job with reasonable skill and care. However, cleaning outcomes can vary depending on the age, material, condition, and previous treatment of carpets or soft furnishings. By booking a service, you acknowledge that results may differ between items and that some marks, stains, odours, or wear may not be fully removable even where the service has been correctly performed.

Booking Process

All bookings are subject to availability and acceptance by us. A booking becomes confirmed only when we have agreed a service date, the scope of the work, and any relevant price estimate or fixed price. We may request information about the size of the property, the type of carpet or fabric, access conditions, parking arrangements, and any known stains or special requirements before confirming the appointment. This information helps us assess the work accurately and assign suitable equipment and staff.

When you request a carpet cleaning appointment, you must provide accurate and complete details. If the information you provide is incorrect or incomplete, we may need to revise the quoted price, amend the service plan, or refuse to proceed if the job becomes unsuitable for the originally agreed arrangement. Any estimate given before inspection is based on the information available at the time and may be updated if the actual condition of the item or property differs significantly from what was described.

We reserve the right to decline or cancel a booking where we believe the requested work is unsafe, technically unsuitable, unlawful, or outside our normal service scope. We may also refuse service if the customer has previously failed to pay, has breached these terms, or has not provided reasonable access to the property. Appointment times are provided as estimated arrival windows unless expressly stated otherwise, and while we take care to attend on time, delays may occur due to traffic, weather, equipment issues, or earlier jobs overrunning.

If you are not present at the agreed time, or if access cannot be gained, we may treat the appointment as a late cancellation or wasted visit and charge accordingly. You must ensure that the area to be cleaned is ready for service, with movable items removed where practical and with enough space for our operatives to work safely. We are not responsible for delays or extra time caused by obstructions, locked rooms, poor access, or the need to move heavy items not included in the agreed scope.

Payments

Payment terms will be confirmed at the time of booking or before work begins. Unless agreed otherwise in writing, payment is due on completion of the service on the same day. We may accept card payment, bank transfer, cash, or other methods that we choose to offer from time to time. Any deposit required in advance will be clearly stated when the booking is made and may be used to secure the appointment slot.

All prices are stated in pounds sterling and may be quoted as fixed fees, minimum charges, or estimates based on the expected scope of work. Where a quote is provided, it is valid only for the specified services and for a reasonable period unless otherwise stated. Additional charges may apply where the customer requests extra areas, more intensive stain treatment, specialist stain removal attempts, moving heavy furniture, or work outside normal hours. VAT, if applicable, will be included or stated separately according to the law in force at the time of invoicing.

If payment is not made when due, we may charge reasonable recovery costs and statutory interest where permitted by law. We may also suspend further work, refuse future bookings, or pass unpaid sums to a debt recovery process. You are responsible for ensuring that the person authorising the booking has authority to enter into the contract and arrange payment on behalf of the property owner, tenant, business, or managing agent where relevant.

Cancellations, Rescheduling and Missed Appointments

You may cancel or reschedule a service booking by giving us reasonable notice. Unless a different notice period is stated at the time of booking, we ask that you provide at least 24 hours’ notice for standard appointments. If you cancel with insufficient notice, we may charge a cancellation fee, especially where staff, travel time, cleaning products, or equipment have already been allocated to your job.

Where a visit has already been commenced, or where we arrive and cannot proceed because access is unavailable, the property is not ready, or the customer is absent, we may charge the full call-out fee or a reasonable proportion of the agreed price. This reflects costs already incurred and the reserved appointment slot. If we need to reschedule due to our own operational reasons, we will contact you as soon as reasonably possible and offer an alternative appointment. We will not be liable for any indirect loss arising from a change of date or time, provided we act reasonably.

Performance of the Service

Our carpet cleaning services are delivered with reasonable care and skill using methods and products we consider appropriate for the material and condition of the item. Where you ask us to clean delicate, antique, or untreated fabrics, you accept that those items may carry a higher risk of colour loss, fibre distortion, shrinkage, or other change in appearance. We may refuse to clean an item if, in our judgment, the risk of damage is too high.

You must inform us before work begins of any known issues, including previous water damage, weak seams, fragile dye, stains from bleach or chemicals, moth damage, or any underfloor heating, moisture sensitivity, or special manufacturer instructions. We are entitled to rely on the information provided by you. If an item has hidden defects or pre-existing damage, we will not be responsible for deterioration that occurs as a result of those underlying conditions rather than our cleaning process.

If you request stain treatment, deodorising, sanitising, or protective application, these are supplementary services and do not guarantee complete removal of every stain, smell, bacterium, or defect. Dulwich Carpetcleaning does not promise that all carpets will return to a “like new” condition, as cleaning cannot reverse wear, fading, pile loss, or permanent fibre damage. Any drying times are estimates only and may vary depending on ventilation, pile density, humidity, and the cleaning method used.

Liability and Limitations

Nothing in these terms limits or excludes liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot lawfully be excluded under UK law. Subject to that, we are not responsible for losses that are not reasonably foreseeable, indirect losses, consequential losses, loss of profit, loss of business, or loss of opportunity arising from the service, except where required by law.

Our total liability for any claim arising out of a particular booking, whether in contract, tort, negligence, or otherwise, shall be limited to the amount paid or payable for the specific service in question, unless a higher amount is required by mandatory law. This limit reflects the practical nature of domestic cleaning services and the need to keep prices proportionate to the risk involved.

We will take reasonable care when moving lightweight furniture only where agreed as part of the service. However, we are not liable for damage to items that are unstable, poorly assembled, already damaged, or unsuitable for moving. We are also not responsible for damage caused by items left in the work area, including valuables, fragile objects, electronics, paperwork, or decorations, if these are not removed or clearly identified before work begins.

Customer Responsibilities

You are responsible for ensuring the property is reasonably prepared for cleaning and that pets, children, and vulnerable individuals are kept safe away from the work area. You should also ensure the area is ventilated where appropriate and that power and water access are available if needed for the agreed method. If parking permits, building access codes, or concierge permissions are required, you must arrange them in advance unless we agree otherwise.

You must not ask our staff to use cleaning products, equipment, or methods that are unsafe, unlawful, or inconsistent with our professional judgment. If you choose to override our advice or instruct us to proceed against our recommendation, you accept responsibility for any resulting loss or damage to the extent permitted by law. We may suspend or stop the work if conditions become unsafe or if we believe the service cannot be completed properly.

Where items are especially valuable or irreplaceable, you should consider specialist insurance before booking. Our service is designed for standard domestic and commercial cleaning needs and is not a substitute for specialist restoration unless this has been specifically agreed in writing. Any claims for damage should be supported by clear evidence and reported promptly so that we can inspect the issue and respond appropriately.

Waste Regulations and Disposal

We comply with applicable UK waste and environmental requirements when disposing of waste arising from our work. This may include used cleaning materials, minor residue, and other waste generated in the normal course of providing carpet cleaning services. We will handle waste responsibly and in line with relevant duties of care, using lawful disposal routes where required.

Where specialist waste is produced, such as contaminated materials, hazardous residues, or items that are not suitable for ordinary disposal, we may refuse to remove them unless this has been expressly agreed and we are legally permitted to do so. The customer remains responsible for declaring any known hazardous conditions before the appointment. If concealed contamination, mould, bodily fluids, or chemical residue is discovered, additional precautions or charges may apply, or we may stop the work if it would be unsafe to continue.

You must not require us to leave waste in a manner that breaches environmental law, building regulations, landlord rules, or local disposal restrictions. Where our work generates wastewater or extracted material, we will manage it in a reasonable and lawful way consistent with standard professional cleaning practice. Any waste container, protective material, or disposable item supplied by us remains our property unless otherwise agreed.

Complaints and Service Issues

If you believe there is a problem with the service, you should notify us as soon as reasonably possible after completion. This gives us the opportunity to inspect the matter and, where appropriate, offer a repeat visit, remedy, or explanation. We do not guarantee that every complaint will lead to a refund, but we will consider each case fairly and in line with these terms and applicable consumer law.

A complaint must relate to the service actually provided and should not be based on expected outcomes that were never promised. We may ask for photographs, details of the affected area, and reasonable access to inspect the item or property. Where a genuine service failure has occurred and we are responsible, we will decide on a proportionate remedy, which may include a re-clean or a partial refund depending on the circumstances.

Governing Law These terms and any dispute or claim arising from them 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 law gives you the right to bring proceedings elsewhere. Nothing in this section affects your statutory rights as a consumer under applicable UK legislation.

By booking or allowing the service to proceed, you confirm that you have read, understood, and agreed to these Terms and Conditions. We may update these terms from time to time to reflect legal, operational, or commercial changes, and the version in force at the time of your booking will apply unless a later change is required by law. If there is any conflict between a written quotation and these terms, the written quotation will take priority only for the specific point in conflict.

These terms are designed to keep the carpet cleaning service clear, consistent, and fair for both sides. If any part of the contract is varied by agreement, that variation must be recorded in writing or otherwise clearly confirmed. The remainder of the agreement will continue to apply, and no failure or delay in enforcing any right will prevent that right from being exercised later.