Putney Carpetcleaning Service Terms and Conditions

These Putney Carpetcleaning service terms and conditions set out the basis on which we provide carpet cleaning, upholstery cleaning, rug cleaning and related domestic or commercial cleaning services. By booking any service with us, the customer agrees to be bound by these terms. Please read them carefully before confirming an appointment, as they explain how bookings are made, how payment is processed, when cancellations may apply, the limits of our liability, how waste is handled, and which laws govern the agreement.

For the purposes of these terms, “we”, “us” and “our” mean the service provider trading under the Putney carpet cleaning brand, and “you” or “the customer” means the person requesting or accepting the service. These terms apply to all standard, emergency, one-off and repeat appointments unless we agree otherwise in writing. Any variation to these terms will only be valid if confirmed by us in writing.

A booking is considered a request for services, not an immediate guarantee of availability. We may accept or decline any request at our discretion, subject to staffing, equipment, access requirements and the condition of the items to be cleaned. By placing a booking, you confirm that you are authorised to arrange the service at the property or premises concerned and that you are able to accept these terms on behalf of the occupier, owner or managing agent where relevant.

Booking Process

Bookings may be made by phone, email, online request form, message platform or any other method we make available. During the booking process, we may ask for details including the type of service required, the size and condition of the area, fibre type, stain concerns, access limitations, parking restrictions, water supply, electricity supply and any special instructions. Accurate information is important because the price, duration and suitability of treatment may depend on it.

Once a request is received, we may provide an estimate or quotation. Any quotation is based on the information you provide and may be revised if the actual conditions differ from those described. A booking is only confirmed when we have accepted it and, where required, received any deposit or pre-authorisation. Confirmation may be issued verbally or in writing. Please check all details carefully, including date, time, scope of work and any optional extras, because it is your responsibility to notify us promptly of any errors.

We reserve the right to refuse or postpone a booking where there is insufficient access, unsafe conditions, unsuitable floor coverings, pest infestation, excessive contamination, absence of utilities required for the task, or any other factor that may prevent safe or effective performance. If our operative arrives and is unable to complete the service due to circumstances within your control, a call-out fee or minimum charge may still apply. Changes to the booking may be accepted subject to availability.

If you require a specific arrival window, we will try to accommodate it, but all times are estimates unless expressly stated otherwise. Delays may occur because of traffic, weather, prior appointments or equipment issues. We will take reasonable steps to keep you informed where we anticipate a significant delay. We are not liable for loss arising purely from a scheduling delay unless it is caused by our negligence and cannot be reasonably managed through a revised appointment.

Payments

Payment terms depend on the nature of the service and will be stated at the time of booking or in the invoice. Unless otherwise agreed, payment is due on completion of the work, immediately upon presentation of the invoice, or in advance for certain commercial or repeat services. We may require a deposit to secure an appointment, particularly for larger jobs, short-notice bookings or work requiring special materials. Any deposit may be non-refundable if the booking is cancelled outside the permitted cancellation period or if special-order items have already been arranged.

We accept only the payment methods we specify from time to time, such as bank transfer, debit card, credit card or approved electronic payment methods. Cash payments may be accepted at our discretion, but a receipt should be requested if one is needed. If payment is not made when due, we may suspend further services, charge reasonable recovery costs to the extent permitted by law, and seek statutory interest on overdue sums where applicable. You agree to pay all undisputed amounts in full without set-off or deduction unless required by law.

Any quoted prices are based on the scope of work set out at the time of booking. If additional work is requested on site, or if the condition of the area requires extra treatment beyond the original description, we may adjust the price accordingly before proceeding. Common examples include heavy staining, odour treatment, deep soil removal, furniture moving, stair access, mould-related limitations, or specialist spot treatment. We will not carry out chargeable extras without notifying you where reasonably practicable.

Cancellations, Rescheduling and Access

You may cancel or reschedule a booking by giving us reasonable notice. Unless a different period is stated at booking, cancellations made within 24 hours of the appointment may incur a charge, especially where we have reserved staff time, equipment or materials specifically for your job. Where a deposit has been paid, it may be retained to cover administrative costs or lost appointment capacity, subject always to applicable consumer law. For repeat business or commercial arrangements, a longer notice period may apply if agreed in advance.

If we need to cancel or reschedule, we will use reasonable efforts to offer an alternative appointment. We are not liable for inconvenience caused by cancellation or postponement where the reason is outside our reasonable control, including severe weather, illness, road closures, transport disruption, equipment failure, fire, flooding or other events of force majeure. In such cases, our liability is limited to refunding any amount paid for the cancelled portion of the service, unless the law requires otherwise.

Customer Responsibilities

You must ensure that the work area is reasonably accessible, that valuables are removed or secured, and that any fragile, loose or hazardous items are disclosed before we begin. If furniture must be moved, please advise us in advance so that we can confirm whether the service includes moving items or whether you will need to do so beforehand. We may decline to move items that are too heavy, unsafe or likely to cause damage. You should also notify us of existing defects, previous cleaning attempts, underlay issues, colour loss, shrinkage risk, water damage, pests or contamination.

We rely on the accuracy of the information you provide. If you fail to disclose a relevant condition, including delicate fibres, pre-existing damage or access restrictions, we are not responsible for any resulting delay, limitation in outcome or additional cost. Where a service cannot be completed due to incorrect or incomplete information supplied by you, we may charge for time spent and expenses reasonably incurred. Please keep children and pets away from the working area during and immediately after treatment.

Service Standards and Results

We will perform the service with reasonable skill and care using suitable methods and equipment. However, cleaning results can vary depending on fibre type, age of the material, level of soiling, stain composition, prior treatments and environmental conditions. We do not guarantee complete removal of every stain, mark, odour or symptom of wear. Some stains may be permanent or may resurface after cleaning due to wicking, pre-existing damage or hidden contamination. Colour fastness and shrinkage cannot always be predicted, particularly where materials are old, poorly maintained or previously damaged.

Where a manufacturer’s advice, care label or specialist treatment requirement applies, we will follow it where reasonably practicable. If you request a method that we consider unsuitable, we may decline that aspect of the work. Drying times are estimates only and can vary based on ventilation, humidity, pile density and room temperature. You are responsible for avoiding foot traffic until the treated area is sufficiently dry. We are not liable for indirect loss caused by a failure to observe drying or aftercare instructions.

Any advice we provide is given in good faith based on the information available at the time. It is the customer’s responsibility to decide whether a service is appropriate for particular items or surfaces. If you are concerned about an item’s condition, we recommend raising that concern before the service begins so that we can assess whether a test patch or alternative treatment is advisable.

Liability and Insurance

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 legally be limited or excluded under UK law. Subject to that, our total liability for any claim arising out of or in connection with a booking shall be limited to the amount paid or payable for the specific service giving rise to the claim. We are not liable for indirect, consequential or economic losses such as loss of profit, loss of business, loss of opportunity, or loss arising from third-party acts beyond our control.

We will take reasonable care when handling your property, but normal wear, existing defects, hidden weaknesses and age-related deterioration may be exposed during cleaning. We are not responsible for pre-existing damage, failed previous repairs, structural movement, hidden stains, pre-existing odours, dye instability, or adverse reactions caused by unsuitable materials. Where damage is caused by our proven negligence, our liability may be limited to repair, replacement or reimbursement, subject to the overall cap stated above and any rights you have under consumer law.

Waste Regulations and Environmental Handling

We aim to operate in a lawful and environmentally responsible manner. Waste generated during service, including removed debris, used pads, vacuum waste, disposable materials and wastewater, will be handled in accordance with applicable UK waste management requirements and environmental standards. We will not knowingly dispose of waste in a manner that breaches the law. Where specialist disposal is needed because of contamination, bodily fluids, mould, asbestos suspicion, sharps or hazardous material, we may suspend work and advise you that specialist contractors or disposal arrangements are required.

You are responsible for informing us in advance if any area contains hazardous substances, biohazards or regulated waste. We may refuse to carry out cleaning where the presence of hazardous waste would create risk to health, damage equipment or require licensing beyond the scope of our service. Any waste that remains your property unless and until it is lawfully removed or disposed of by us as part of the agreed service. If you request removal of items or waste beyond the normal service scope, additional charges may apply where permitted by law.

We may use cleaning agents and methods that comply with relevant product safety and environmental requirements. You should inform us of allergies, sensitivities or chemical concerns before the appointment. Although we will seek to minimise waste and use resources efficiently, we cannot guarantee that all cleaning residue, wastewater or packaging will be recyclable or reusable.

Complaints, Amendments and Termination

If you are dissatisfied with any aspect of the service, you should notify us as soon as reasonably practicable and allow us an opportunity to inspect the issue. We may ask for photographs, a description of the concern and relevant information about the condition of the item before cleaning. Where appropriate, we may offer a re-clean, partial refund or other remedy at our discretion and in line with your statutory rights. Failure to raise a concern promptly may make it more difficult to assess the issue fairly.

We may amend these terms from time to time to reflect changes in law, business practice or service scope. The version in force at the time of your booking will normally apply to that booking, unless a legal requirement means a later version must be used. If any provision is found to be unlawful, void or unenforceable, the remaining provisions will continue in full force. We may also terminate or suspend services where you materially breach these terms, fail to pay, or behave in a threatening, abusive or unsafe manner.

Governing Law These terms and any dispute or claim arising out of 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 gives you the right to bring proceedings in another court with lawful jurisdiction. By booking a service with us, you acknowledge that these terms form the entire agreement between the parties regarding the relevant appointment, unless a separate written contract states otherwise.