Terms and Conditions for Chelsea Carpet Cleaners

These Terms and Conditions set out the basis on which Chelsea Carpet Cleaners provides carpet cleaning and related cleaning services to domestic and commercial customers in the UK. By placing a booking, confirming an appointment, or allowing our operatives to carry out work, you agree to be bound by these terms. Please read them carefully before making a booking, as they explain your rights and responsibilities, our obligations, and the limits of our liability.

In these terms, references to “we”, “us” and “our” mean Chelsea Carpet Cleaners, and references to “you” and “your” mean the customer receiving the service. These terms apply to all carpet cleaning services, including stain treatment, upholstery cleaning, rug cleaning, and any additional cleaning work agreed in writing or by phone before the appointment. If there is any inconsistency between these terms and any specific written quotation or confirmation, the written quotation or confirmation will prevail to the extent of that inconsistency.

We reserve the right to update or amend these Terms and Conditions from time to time. Any revised version will apply to bookings made after the revised terms are issued. If you have already booked a service, the version in force at the time of booking will normally apply unless changes are required by law or to reflect safety, regulatory, or operational requirements.

1. Booking process

Bookings may be made by telephone, email, online form, or other communication channels we make available from time to time. A booking is not confirmed until we have accepted it and provided a booking confirmation. We may request information necessary to assess the job, such as the type of carpet, the area to be cleaned, access arrangements, parking constraints, and any special instructions or concerns about staining, pets, or prior treatment.

All quotations are based on the information supplied by you. If the actual condition of the carpet, the size of the area, or access arrangements differ from the information provided, we may revise the price or adjust the scope of the service before beginning work. In some cases, we may refuse or postpone the appointment if the service requested is unsafe, unsuitable, or cannot reasonably be completed on the day. You are responsible for ensuring that the property is ready for the appointment and that we have safe and reasonable access to the work area.

2. Service standards and customer obligations

We will carry out carpet cleaning with reasonable skill and care, using methods and products that we consider appropriate for the material and condition of the carpet or fabric. However, cleaning outcomes can vary depending on age, wear, fibre composition, previous cleaning history, embedded soils, and existing damage. Some stains and odours may be permanent or may only be partially improved. Unless specifically guaranteed in writing, we do not promise complete removal of every stain, mark, or odour.

You must inform us before the appointment of any known issues that may affect the work, including water damage, loose seams, fragile fibres, colour loss, mould, hidden damage, electrical hazards, or previous use of chemicals, bleach, or spot treatments. Failure to disclose relevant information may affect the service outcome and may limit any claim you later make. You should remove small personal items, valuables, fragile objects, and breakables from areas to be cleaned before we arrive. We are not responsible for items left in the work area unless we have expressly agreed to move or handle them.

If furniture must be moved to complete the cleaning, we will only move items that are reasonably light and safe to handle, and only where this has been agreed in advance or is part of the normal service. We may decline to move heavy, unstable, or valuable items, including pianos, large wardrobes, antiques, electronics, or glass fixtures. Any assistance with furniture movement is provided at your risk unless caused by our negligence.

3. Payments

Unless otherwise agreed, payment is due on completion of the service on the day of the appointment. We may require a deposit or full advance payment for certain bookings, including larger jobs, repeat cancellations, out-of-hours appointments, or work for which we incur significant preparation costs. Where a deposit is taken, it may be non-refundable in accordance with the cancellation terms below.

We accept payment methods communicated at the time of booking. If payment is made by bank transfer, it must clear before or at the time of service unless we have agreed otherwise. If card payment, cash, or another method is accepted, you must ensure the necessary funds are available. Any charges imposed by your bank or card provider remain your responsibility. We may withhold completion confirmation, invoices, or receipts until payment is received in full.

If you dispute an invoice, you must notify us promptly and explain the reason for the dispute in writing or by the agreed communication method. You must still pay any undisputed portion of the invoice by the due date. Late payments may incur reasonable administrative charges and interest where permitted by law. We also reserve the right to recover any costs incurred in collecting overdue sums, including legal or debt recovery costs to the extent permitted by law.

4. Cancellations, rescheduling, and access

You may cancel or reschedule an appointment by giving reasonable notice. For standard bookings, we request at least 24 hours’ notice, although a longer period may be required for larger or specially arranged appointments. If you cancel late, fail to provide access, or are not present at the agreed time where attendance is required, we may charge a cancellation fee to cover our loss of time, travel, and preparation.

Where a deposit has been paid, we may retain all or part of it if you cancel late or do not provide suitable access. If we need to cancel or reschedule due to illness, equipment failure, extreme weather, safety concerns, or other circumstances beyond our control, we will make reasonable efforts to rearrange the booking at a mutually convenient time. We will not be liable for indirect losses arising from such cancellation, provided we have acted reasonably.

You are responsible for ensuring parking, access, entry permissions, and any building rules are in place for the appointment. If our team cannot gain access or must wait unreasonably, we may treat the appointment as cancelled by you and charge accordingly. If the cleaning cannot begin because the property is not prepared, the area is unsafe, or conditions are unsuitable, we may leave and charge a call-out or cancellation fee where reasonable.

5. Liability and limitations

We will carry out our services with reasonable care and skill. If we fail to do so and this causes loss or damage, our liability will be limited as set out in these terms and as permitted by law. Nothing in these terms limits or excludes liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation, or any other liability that cannot legally be limited or excluded under UK law.

Subject to the paragraph above, we are not liable for pre-existing damage, normal wear and tear, fading, shrinkage, colour variation, pile distortion, seam separation, or damage caused by unsuitable materials, hidden defects, or prior treatments. Natural fibre carpets and delicate textiles can react unpredictably to moisture, heat, detergents, or agitation. Where a material is at higher risk, we may ask you to confirm in writing that you want us to proceed despite the potential risks. If you instruct us to continue against our advice, you do so at your own risk to the extent permitted by law.

We are not responsible for loss or damage to items left on carpets or nearby surfaces, including ornaments, electrical items, loose wires, documents, jewellery, or cash, unless the loss or damage is directly caused by our negligence. We are not responsible for delays or failure to perform the service due to events outside our reasonable control, including adverse weather, transport disruption, industrial action, fire, flood, or acts of third parties. Our total liability for any claim arising from the service will not exceed the amount paid for the particular service giving rise to the claim, except where a greater limit is required by law.

6. Waste regulations and disposal

We operate in line with applicable UK waste handling and environmental rules. Any waste generated by our activities, including used cleaning solution, dirty water, removed debris, or packaging arising from the service, will be handled responsibly and disposed of in accordance with relevant legal and environmental requirements. We may use appropriate methods to collect, contain, and remove waste where necessary to prevent pollution, nuisance, or unsafe disposal.

You must tell us if there are materials on the premises that may require special handling, such as hazardous substances, mould contamination, bodily fluids, sharp objects, or anything classed as controlled or regulated waste. We are not obliged to handle waste outside the scope of a normal carpet cleaning service unless we have agreed to do so in writing and are legally permitted to manage it. If specialist disposal, additional containment, or protective measures are required, we may charge extra or decline the work.

Any items removed from the carpet area during cleaning remain your responsibility unless we expressly agree to dispose of them. You should not leave hazardous materials in the work area. If we reasonably believe that a material or condition presents an environmental, health, or legal risk, we may stop work and leave the premises. In such cases, you will be responsible for fees already incurred, provided we have acted lawfully and reasonably.

7. Guarantees, complaints, and repeat visits

Unless a specific guarantee is stated in writing, any statement about results is an estimate of expected performance rather than a promise of a particular outcome. If you are unhappy with the service, you must notify us within a reasonable time after completion and before the carpet is used extensively, as subsequent use may affect any inspection or remedy. We may request photographs, details of the issue, and an opportunity to inspect the work before deciding on any corrective action.

Where we accept that a service did not meet the reasonable standard promised, our usual remedy will be a re-clean or another appropriate remedial step, at our discretion and subject to the condition of the carpet and the circumstances of the complaint. A refund or partial refund may be considered where a re-clean is not possible or would not reasonably resolve the issue. Nothing in this section affects your statutory rights.

If an issue is caused by information you withheld, by conditions beyond our control, or by the inherent nature of the material, we may decline to take further action or may offer a paid follow-up service instead. Any complaint must be made politely and in good faith. We will not tolerate abusive, threatening, or unlawful behaviour toward our staff or contractors.

8. Governing law and general provisions

These Terms and Conditions, and any dispute or claim arising from or in connection with them, are governed by the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction, except where consumer law requires otherwise. If you are a consumer based elsewhere in the UK, any mandatory rights provided to you by local law will remain unaffected where applicable.

If any provision of these terms is found to be invalid, unlawful, or unenforceable, the remaining provisions will continue in full force and effect. No failure or delay by us in exercising any right under these terms shall operate as a waiver of that right. These terms are intended to form the entire agreement between you and us in relation to the services, unless supplemented by a written quotation, booking confirmation, or other written agreement.

By booking Chelsea Carpet Cleaners, you confirm that you have read, understood, and accepted these Terms and Conditions. We recommend retaining a copy for your records. These terms are designed to provide clarity, fairness, and consistency for all customers while allowing us to deliver carpet cleaning services safely and professionally.