Terms and Conditions for Docklands Carpet Cleaning Services
These Terms and Conditions set out the basis on which Docklands Carpet Cleaning provides domestic and commercial carpet care services. By making a booking, accepting a quotation, or allowing work to begin, the customer agrees to these terms. The purpose of this document is to explain how a booking is formed, how payments are handled, when cancellations may apply, what liability limitations exist, how waste is dealt with, and which law governs the agreement. These terms are intended to be fair, clear, and consistent with UK consumer and business law.
For the avoidance of doubt, references to carpet cleaning services include standard carpet shampooing, hot water extraction, stain treatment, odour reduction, upholstery-related carpet care where agreed, and any related service expressly confirmed in writing. They do not include unrelated building, repair, or specialist restoration work unless separately agreed. The customer is responsible for ensuring that the service requested is suitable for the surfaces and conditions involved. If there is any uncertainty, the customer should request clarification before the appointment is booked.
These terms apply equally to one-off cleans, repeat appointments, and larger scheduled carpet cleaning services for landlords, agents, offices, or other premises. Where a written quotation, invoice, or service note includes additional conditions, those conditions will apply alongside these Terms and Conditions unless they directly conflict, in which case the specific written condition will prevail for that booking only.
Booking process begins when the customer requests a service and provides accurate information about the property, the area to be cleaned, access arrangements, parking restrictions, surface type, and any known issues such as heavy soiling, pet contamination, or previous treatment. A booking is not confirmed until Docklands Carpet Cleaning has accepted it, whether by written confirmation, invoice, schedule notice, or other communication. The company may decline a booking if the work is unsuitable, unsafe, beyond scope, or if necessary information has not been provided.
When a booking is made, the customer must ensure that the areas to be cleaned are reasonably accessible and ready for service at the agreed time. This includes moving small personal items, securing fragile objects, and advising of any hazards. If the customer has requested a specific method of carpet cleaning, the company will consider that request, but the final method used will depend on fabric type, condition, drying considerations, and professional judgement. The company may refuse to carry out any cleaning method that is likely to cause damage.
If the customer changes the scope of work on arrival, additional charges may apply and the company is under no obligation to proceed until the revised cost is accepted. Any estimated timings are approximate only. Delays caused by traffic, previous appointments, access issues, or the condition of the flooring do not amount to a breach unless the delay is unreasonable and within the company’s control.
Payments are due in accordance with the quotation or invoice issued for the booking. Unless stated otherwise, payment is required on completion of the service or by the date specified on the invoice. The company may require a deposit or advance payment for larger jobs, repeat contracts, or appointments involving special equipment, particular scheduling, or out-of-hours attendance. A deposit reserves time and resources and may be retained if cancellation rules apply.
Accepted payment methods may include bank transfer, card payment, cash, or other methods stated at the time of booking. The customer must ensure that payment is made in full and that any bank charges, transfer fees, or currency conversion costs are borne by the customer unless expressly agreed otherwise. If payment is overdue, the company may charge statutory interest and recovery costs where permitted by law, and may suspend further services until the account is settled.
Prices are normally quoted on the basis of the information supplied by the customer. If the actual condition or size of the work differs materially from the description given, the company may revise the price before proceeding or on completion. This includes, for example, significantly increased staining, hidden contamination, difficult access, or additional rooms not originally included. VAT will be charged where applicable and shown accordingly.
Cancellations and rescheduling requests should be made as soon as possible. If the customer cancels or changes the appointment with reasonable notice, the company will usually rearrange without penalty, subject to availability. If cancellation occurs after the company has begun travelling, arrived at the property, or reserved a non-refundable slot, a cancellation charge may apply. Where a deposit has been taken, it may be retained in full or in part to cover lost time, staffing, and administrative costs.
If access is not provided, the property is not ready, or the customer is absent at the agreed time, the appointment may be treated as a late cancellation or failed visit. In such cases, a call-out fee or full charge may be applied where reasonable. The company is not responsible for missed appointments caused by incorrect address information, inaccessible premises, parking restrictions not disclosed in advance, or the customer’s failure to ensure that the work can begin on time.
Cancellations by Docklands Carpet Cleaning may occur where the environment is unsafe, the equipment cannot be used, the customer’s instructions would create a risk of damage, or circumstances beyond reasonable control make attendance impossible. In those situations, the company will endeavour to rearrange the booking or refund any prepayment for undelivered work, but it will not be liable for indirect losses such as inconvenience, lost earnings, or alternative accommodation costs except where required by law.
Liability is limited to the extent permitted by UK law. The company will exercise reasonable care and skill when delivering all carpet cleaning services, but the customer acknowledges that some stains, odours, wear patterns, colour loss, shading, fibre distortion, or pre-existing damage may not be fully removable. The company does not guarantee complete stain removal, restoration to factory condition, or matching of worn areas to untouched areas.
The customer must disclose any known risks before work begins, including delicate fibres, weakened seams, unstable dyes, underfloor heating, recent DIY treatments, prior water damage, or carpets that have not been professionally cleaned for a long period. If the customer withholds relevant information, the company will not be responsible for resulting damage. Where the company is asked to clean fragile or aged carpets, the customer accepts that minor changes in appearance, texture, or drying pattern may occur despite reasonable care.
The company will not be liable for damage caused by hidden defects, unsuitable pre-existing conditions, manufacturer faults, or pre-existing contamination that becomes visible during cleaning. Nothing in these Terms and Conditions limits or excludes liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot be excluded under UK law. Where liability is legally established, any compensation shall be limited to the reasonable value of the affected service or the direct loss caused, subject to the law.
Waste regulations are observed in the handling and disposal of wastewater, residues, packaging, and any removed debris associated with the service. The company will operate in line with applicable environmental and waste-management duties, including ensuring that waste is handled responsibly and not disposed of unlawfully. Any liquid recovered during extraction or related cleaning processes will be managed in a lawful and suitable manner, and the customer must not request disposal methods that would breach regulations.
The customer is responsible for informing the company of any hazardous substances, biological contamination, sharps, asbestos-related concerns, or other regulated waste before the appointment begins. The company may refuse to handle materials that require specialist licensing, separate containment, or specialist removal contractors. If such materials are discovered unexpectedly during the service, the company may stop work immediately and charge for time spent, without accepting responsibility for specialist disposal that lies outside the agreed service.
Any packaging, protective covers, or consumables brought to the site remain the property of the company unless expressly left for the customer. Where waste is removed as part of the agreed service, the company will either dispose of it lawfully or leave it for collection in accordance with the arrangement made. The customer must not place pressure on the company to remove prohibited waste or to bypass environmental obligations. The company may provide a service note if appropriate, but such documentation does not replace legal compliance duties.
Service standards and customer responsibilities are part of every agreement. The customer must provide a safe working environment, suitable access to water and power where required, and timely communication about any restrictions or building rules. The company may use specialised equipment, cleaning agents, and drying procedures as necessary. The customer should keep children, pets, and vulnerable persons away from the immediate work area until the service is complete and the floor is reasonably safe to access.
Any items removed to allow the cleaning to proceed should be replaced by the customer unless a separate arrangement has been agreed. The company is not responsible for moving heavy furniture, electronics, or fixed installations unless this has been expressly included in the booking. Where furniture is moved as part of the service, it will be handled with reasonable care, but the customer accepts the possibility of pre-existing marks, compression, or instability in older items.
Drying times are affected by ventilation, temperature, fabric type, humidity, and the level of soiling. The company may provide an estimated drying period, but this is not guaranteed. The customer must take reasonable steps to allow drying to continue and should avoid using the area prematurely. If additional treatments are requested after completion, they may be treated as a new booking and priced separately.
Complaints and remedies should be raised promptly if the customer believes the service has not been performed in accordance with these Terms and Conditions. The company may request photographs, access to the affected area, or reasonable opportunity to inspect the issue. If a genuine service concern is identified, the company may, at its discretion, re-clean the affected area, offer a partial adjustment, or take another proportionate remedial step, provided this is reasonable and lawful.
Any complaint must relate to the specific work carried out and not to outcomes that were outside professional control, such as hidden wear, colour loss, or pre-existing damage. The customer agrees to act reasonably and to allow the company an opportunity to address concerns before arranging third-party remediation. If the customer engages another contractor without giving the company a fair chance to inspect and correct the issue, the company may decline responsibility for those additional costs except where required by law.
These Terms and Conditions do not affect any non-excludable statutory rights under the Consumer Rights Act 2015, the Consumer Contracts Regulations where applicable, or other relevant UK legislation. The company intends to provide services with reasonable care and in a professional manner, but the legal remedies available will always depend on the circumstances and applicable law.
Governing law and jurisdiction are those of England and Wales, unless the customer’s statutory rights indicate otherwise. Any dispute or claim arising from or relating to these Terms and Conditions, the booking, payment, cancellation, or service performance will be governed by the laws of England and Wales and subject to the exclusive jurisdiction of the courts of England and Wales.
If any provision of these Terms and Conditions is found to be unlawful, invalid, or unenforceable, the remaining provisions will remain in full force. A failure or delay by the company in enforcing any right will not constitute a waiver of that right. These terms may be updated from time to time, and the version in force at the time of booking will normally apply unless a newer version has been agreed in writing.
By proceeding with a booking, the customer confirms that they have read, understood, and accepted these terms for Docklands Carpet Cleaning and agree that the service is supplied on the basis described above. The company reserves the right to refuse or withdraw service where the customer does not comply with these conditions or where performance would be unlawful, unsafe, or materially impractical.