Docklands Carpetcleaning Service Terms and Conditions

These Terms and Conditions set out the basis on which Docklands Carpetcleaning provides domestic and commercial cleaning services in the UK. By making a booking, the customer agrees to these terms, which are designed to create a clear understanding of the service, the booking process, payment expectations, cancellation rules, liability limits, and waste handling requirements. These terms apply to all carpet cleaning, upholstery cleaning, rug cleaning, stain treatment, and related services supplied under the Docklands Carpetcleaning name.

For the purposes of these Terms and Conditions, “we”, “us”, and “our” refer to Docklands Carpetcleaning, and “you” or “the customer” refer to the person requesting or receiving the service. The contract is formed once a booking is accepted by us, whether arranged by telephone, email, website form, messaging platform, or any other written or verbal method we choose to support. Any quotation provided before booking is based on the information supplied by the customer and is subject to inspection, verification, or adjustment where required.

These terms are intended to be read together with any written estimate, booking confirmation, or service note issued before work begins. If there is any inconsistency between a quote and these Terms and Conditions, the more specific written service arrangement will apply only where it does not conflict with mandatory UK law. Nothing in these terms affects your statutory rights as a consumer.

1. Booking Process

Bookings for carpet cleaning services are subject to availability and may require the customer to provide accurate information about the property, access conditions, room sizes, fibre type, staining, and any prior treatments or special risks. We may request photographs, approximate measurements, or a site visit before confirming the appointment. Any estimate given before inspection is a non-binding indication of price unless expressly stated otherwise in writing.

When a booking is requested, we may confirm the date, time window, service scope, and any preparatory steps the customer must complete. It is the customer’s responsibility to ensure that the area is ready for work at the agreed time, including reasonable access to the property, water, and electricity where needed. If access is delayed or unavailable, we may treat the appointment as a late cancellation or failed attendance and charge accordingly.

The customer must tell us before the appointment if there are health and safety concerns, fragile furnishings, water damage, mould, pest issues, hazardous substances, biohazards, excessive soiling, or any other condition that may affect the safety or quality of the service. We reserve the right to refuse or suspend work if the circumstances are unsuitable, unsafe, or materially different from the information originally provided. In such cases, any charges already incurred may still be payable.

2. Service Standards and Customer Responsibilities

We will use reasonable skill and care in providing Docklands Carpetcleaning services and will aim to deliver a professional result consistent with the condition of the item and the service selected. However, the customer acknowledges that cleaning results vary according to fabric type, age, wear, previous treatments, hidden damage, and the nature of stains or odours. No guarantee is given that all stains, marks, or odours can be fully removed.

The customer must remove or secure small valuables, personal documents, breakables, ornaments, and similar items before the appointment. We may move light furniture where reasonable and safe to do so, but we are not obliged to move heavy, fixed, electrical, or high-risk items. The customer remains responsible for confirming that furniture, fixtures, and flooring are suitable for cleaning processes and that delicate items are protected where necessary.

We may decline to clean an item where the risk of damage is considered too high, where the fabric is unsuitable for wet cleaning, or where the item appears to have pre-existing weakness, colour instability, shrinkage risk, or structural damage. If cleaning proceeds after a warning is given, the customer accepts that the service is undertaken at their request and subject to the limitations explained at the time. Reasonable shrinkage, pile distortion, colour variation, or residue release associated with the item’s condition is not automatically treated as fault.

3. Payments and Charges

All prices are set out in the relevant quote, booking confirmation, or price agreement. Unless agreed otherwise, charges are calculated on the basis of the service requested and the information provided at the time of booking. If the actual work required is greater than expected because of access issues, additional rooms, additional stain treatments, or undeclared contamination, we may revise the price before continuing.

Payment terms may vary depending on the type of job, but unless stated otherwise, payment is due on completion of the service on the same day. We may accept card, bank transfer, or other approved payment methods. Where a deposit is requested, the booking may not be secured until that deposit is received. Deposits may be non-refundable in whole or in part if the customer cancels outside the permitted cancellation period or if we have already reserved time and resources for the appointment.

Late payments may result in additional administrative charges, recovery action, or suspension of further services. Any discounts, promotions, or package pricing are discretionary and may be withdrawn or amended before acceptance of a booking. All prices are inclusive or exclusive of tax only as expressly stated. If tax becomes payable, it will be charged in accordance with applicable law.

4. Cancellations, Rescheduling, and Missed Appointments

The customer may cancel or reschedule a carpet cleaning booking, but reasonable notice is required. Unless a different period is stated in the booking confirmation, at least 24 hours’ notice should be given for cancellation or rescheduling. Short-notice cancellations may incur a charge to cover loss of reserved time, travel preparation, and staffing costs. If the job has already begun, the customer may be charged for work completed and any materials used.

If we must cancel or reschedule because of illness, vehicle failure, severe weather, unsafe conditions, or other events beyond our reasonable control, we will take reasonable steps to offer an alternative date. We shall not be liable for inconvenience or consequential loss caused by a genuine operational delay, provided we act reasonably and communicate the issue as soon as practicable.

If the customer is not present at the agreed time, does not grant access, or is otherwise unable to proceed with the appointment, we may treat the job as a failed visit. In such circumstances, a call-out charge, cancellation fee, or part charge may apply. Repeated missed appointments may lead us to require prepayment for future bookings.

5. Liability and Limitations

We accept liability for direct loss or damage caused by our negligence, but only to the extent required by UK law. Our liability is limited to the reasonable cost of repair, replacement, or re-cleaning, whichever is appropriate in the circumstances and supported by evidence. We do not exclude liability for death or personal injury caused by our negligence, fraud, fraudulent misrepresentation, or any other liability that cannot legally be excluded.

We are not liable for pre-existing damage, hidden defects, natural wear, shrinkage, colour loss, dye bleed, poor prior repairs, unstable fibres, or damage caused by unsuitable materials or improper care before or after the service. Where an item has been previously treated, cleaned, or altered by another provider, we may not be able to assess all risks in advance. The customer acknowledges that some results depend on the condition of the item rather than the cleaning method used.

To the fullest extent permitted by law, we shall not be responsible for loss of profit, loss of business, loss of opportunity, indirect loss, or consequential damage. If a claim arises, the customer must notify us as soon as reasonably possible and provide a fair opportunity to inspect the item or area before any repair, disposal, or replacement is arranged. Failure to allow inspection may affect the outcome of any claim.

6. Waste Regulations, Environmental Duties, and Disposal

We will handle waste, dirty water, debris, and removed materials in accordance with applicable UK environmental and waste regulations. The customer must not ask us to dispose of hazardous, infectious, or regulated waste unless we have expressly agreed and are legally permitted to do so. Where appropriate, certain waste streams may require segregation, special handling, or transfer to an authorised facility.

Any waste produced during Docklands Carpetcleaning work remains subject to the legal duties of the party who creates it, and we will take reasonable steps to ensure lawful disposal or removal where disposal is part of the agreed service. If the premises contain asbestos, bodily fluids, mould contamination, chemical residues, sharps, or any other hazardous material, the customer must inform us in advance. We may refuse such work or require additional controls, equipment, or specialist support.

The customer is responsible for ensuring that the site is not contaminated with unlawful or dangerous substances. If prohibited waste is discovered during the service, we may stop work immediately and seek instructions. Any additional costs, specialist disposal fees, or delays caused by undisclosed waste conditions may be passed on to the customer where permitted by law.

7. Complaints, Re-Cleans, and Quality Concerns

If the customer is dissatisfied with part of the service, they must notify us within a reasonable time and before the area is heavily used, altered, or re-cleaned by another party. We may request photographs, a description of the concern, and access to inspect the result. Where appropriate, and at our discretion, we may offer a re-clean or other reasonable remedy rather than a monetary refund.

Any re-clean is limited to the original service area and to the specific issue raised. It does not create a new guarantee or extend the original service beyond what was agreed. If the concern is caused by pre-existing conditions, failure to disclose relevant information, or normal limitations of the cleaning process, we may decline further action or agree a chargeable follow-up visit.

The customer must keep the treated area in the condition advised after cleaning, including allowing suitable drying time and avoiding premature use. Staining or re-soiling caused by foot traffic, pets, furniture movement, or leaks after completion is not normally treated as a defect in the original carpet cleaning service.

8. Force Majeure and Changes to Terms

We are not liable for failure or delay in performing our obligations where the failure is caused by events beyond our reasonable control, including but not limited to extreme weather, flood, fire, power failure, transport disruption, industrial action, public health restrictions, or supply chain interruption. In such circumstances, our obligations will be suspended for the duration of the event and for a reasonable period thereafter.

We may update these Terms and Conditions from time to time to reflect legal, operational, or service changes. The version applicable to a booking is the version in force at the time the booking is accepted unless another version has been expressly agreed in writing. Customers are encouraged to retain a copy of the terms that applied when they booked.

Any variation to these terms must be agreed by us in writing. A failure by us to enforce any right or provision shall not constitute a waiver of that right or provision in the future.

9. Governing Law and Jurisdiction

These Terms and Conditions are governed by the laws of England and Wales. If the customer is resident in Scotland or Northern Ireland, any mandatory consumer protections of the law applicable to that part of the UK will continue to apply where relevant. Nothing in these terms is intended to remove or limit rights provided by statute.

Any dispute arising out of or in connection with the services, these terms, or the booking process shall be subject to the non-exclusive jurisdiction of the courts of England and Wales, except where the law requires otherwise. Before starting formal proceedings, both parties should make reasonable efforts to resolve the matter informally and in good faith.

By booking Docklands Carpetcleaning, the customer confirms that they have read, understood, and agreed to these Terms and Conditions. If any part of these terms is found to be unlawful or unenforceable, the remaining provisions shall continue in full force and effect.