Alperton Carpet Cleaners Terms and Conditions

These Terms and Conditions set out the basis on which Alperton Carpet Cleaners supplies carpet and upholstery cleaning services to residential and commercial customers. By making a booking, confirming an appointment, or allowing our team to begin work, you agree to be bound by these terms. Please read them carefully before placing an order for any carpet cleaning service, stain treatment, deodorising, fabric care, or related cleaning work. These terms are intended to be fair, clear, and consistent with UK consumer law and general business practice.

1. Scope of services
We provide professional cleaning services for carpets, rugs, upholstery, and other soft furnishings where suitable and safe to do so. The exact service provided will depend on the condition of the item, the fibre type, soiling level, access, and any pre-existing damage. We may decline to clean an item if we believe the material is too delicate, contaminated, unsafe, or likely to be harmed by the cleaning process. Our cleaning methods may include vacuuming, pre-treatment, hot water extraction, low-moisture cleaning, or specialist stain work, depending on the job and the condition of the fabric.

All quotations are based on the information you give at the time of enquiry. If the actual work required differs from what was described, we may need to adjust the price or the scope of the service. This can happen where there are additional rooms, unusual room sizes, severe staining, access difficulties, heavy furniture moving, or extra drying requirements. We aim to explain any change before proceeding wherever reasonably possible.

2. Booking process
A booking is usually made after you provide details of the property, the items to be cleaned, and any known concerns such as stains, pets, dampness, or previous treatment. A booking may be accepted verbally, by written confirmation, or through any other agreed communication method. The booking is only confirmed once we have agreed the service, the date or time window, and the price basis. Alperton carpet cleaners may ask for further information before confirming an appointment if we need to assess whether the job is suitable.

It is your responsibility to ensure that all information provided before booking is complete and accurate. This includes access arrangements, parking restrictions, lift availability, water and power supply, the condition of the items, and any hazards that may affect safe performance of the work. If inaccurate or incomplete information causes delay, extra cost, or inability to complete the service, we may charge a reasonable fee or cancel the appointment without liability for any resulting loss.

3. Access and customer responsibilities
You must ensure that we have safe and timely access to the property at the agreed time. This includes arranging entry, clearing the work area where practical, and securing pets or children away from the cleaning zone. You should also remove fragile items, valuables, and personal belongings from the working area before we arrive. We are not responsible for moving items that are too heavy, unsafe, or likely to cause damage if moved. Where furniture moving is included, it will be limited to light or manageable items at our discretion.

4. Pricing, estimates, and payment
Prices may be quoted as fixed fees, room-based rates, item-based rates, hourly rates, or bespoke quotations depending on the service required. Any estimate given before inspection is not a guarantee unless expressly stated as fixed. Payment is due in full on completion of the service unless we have agreed different terms in writing in advance. We accept the payment methods we notify you of at the time of booking or on completion.

For business customers, payment terms may be agreed separately, but unless otherwise stated, invoices are due immediately or within the period specified on the invoice. If payment is not received when due, we may charge interest and reasonable recovery costs in line with applicable law. We may also suspend further services until outstanding amounts are paid. All prices are inclusive or exclusive of VAT according to the quotation given, and any tax treatment will be stated where relevant.

5. Cancellations, rescheduling, and missed appointments
You may cancel or reschedule a booking by giving reasonable notice. If you cancel at short notice, fail to provide access, or are not present at the agreed time where attendance is required, we may charge a cancellation fee to cover wasted time, travel, and any preparation costs. The amount charged will be reasonable and proportionate to the loss we have incurred. If we need to cancel or move the appointment because of weather, staff illness, equipment failure, or another event beyond our control, we will seek to offer an alternative time.

6. Cancellations under consumer law
If you are a consumer and the contract was made at a distance or off-premises, you may have rights under the Consumer Contracts Regulations to cancel within 14 days in certain circumstances. However, if you ask us to begin work within the cancellation period, you agree that you may lose some or all of that cancellation right once the service has been fully performed, or you may be required to pay for work already carried out. Where a cancellation fee applies, it will only reflect the services already delivered or losses reasonably incurred.

7. Service standards and limitations
We will use reasonable skill and care in delivering our carpet cleaners service and will act in a professional manner at all times. Cleaning results can vary depending on the age of the fibres, previous wear, existing damage, hidden residues, colourfastness, and the nature of the staining. Some marks may not be fully removable, especially where they are permanent, have set over time, or were treated previously with unsuitable products. We do not guarantee that every stain, odour, or mark will be removed. Drying times are estimates only and can be affected by ventilation, temperature, humidity, and carpet thickness.

8. Liability and insurance
We will accept liability for direct loss or damage caused by our negligence, subject to these terms and any limits permitted by law. We do not exclude liability for death or personal injury caused by our negligence, fraud, or any other liability that cannot legally be limited. We are not responsible for pre-existing defects, hidden wear, unstable fixtures, damage caused by unsuitable materials, or issues resulting from information you failed to disclose. You should tell us about any previous water damage, colour loss, loose seams, underlay problems, or manufacturer restrictions before work begins.

If an item is especially delicate, antique, unusually valuable, or made from a specialist fabric, it is your responsibility to notify us in advance. Where appropriate, we may ask you to sign a disclaimer or provide a written instruction acknowledging the risk. Our liability for any claim relating to a single service will, to the extent permitted by law, be limited to the amount paid for the affected service or the amount recoverable under our insurance, whichever is lower. Nothing in these terms affects your statutory rights as a consumer.

9. Waste handling and environmental compliance
We take waste management seriously and operate in line with applicable UK waste regulations. Any waste created during the service, such as packaging, used cloths, empty chemical containers, vacuum debris, extracted solution residue, or other cleaning-related waste, will be handled responsibly. Where waste must be removed from the site, it will be transported, stored, and disposed of in a lawful and environmentally responsible manner. We will not knowingly dispose of waste in a way that breaches environmental rules, local disposal requirements, or duty-of-care obligations.

Any contaminated waste, including materials affected by bodily fluids, mould, pest activity, or chemical contamination, may require special handling. If such conditions are discovered, we may suspend work and recommend specialist treatment or disposal. You are responsible for informing us in advance of any hazardous or regulated materials. We may refuse to handle items that are unsafe, illegal to transport, or unsuitable for standard cleaning. Where disposal is necessary, additional charges may apply if the waste requires special handling or authorised disposal methods.

10. Customer warranties and declarations
By instructing us, you confirm that you have authority to allow the work to be carried out on the property and on the items to be cleaned. You also confirm that the items are not subject to restrictions that would prevent cleaning, such as lease conditions, landlord requirements, or manufacturer warnings, unless you have told us otherwise. You warrant that all information supplied is accurate to the best of your knowledge and that you will highlight any risk factors before we start.

11. Complaints and remedy
If you believe the service has not been carried out properly, you should notify us as soon as reasonably possible so that we can review the issue. We may ask for photographs, details of the problem, and an opportunity to inspect the item or revisit the property. If we find that the service was not performed with reasonable care and skill, we may offer a re-clean, a partial refund, or another fair remedy depending on the circumstances. Any remedy will be assessed case by case and will not exceed the liability limits set out in these terms, except where the law requires otherwise.

12. Force majeure, variation, and governing law
We are not liable for delay or failure to perform our obligations where the delay or failure results from events outside our reasonable control, including severe weather, transport disruption, strikes, supply shortages, emergency closures, or other unforeseeable events. We may update these Terms and Conditions from time to time to reflect changes in law, service methods, or business practice. The version in force at the time of your booking will apply to that booking unless a later version is agreed in writing. These terms and any dispute arising from them are governed by the laws of England and Wales, and the courts of England and Wales shall have exclusive jurisdiction, except where consumer law provides otherwise.