Wimbledon Carpet Cleaners Terms and Conditions
These Terms and Conditions set out the basis on which Wimbledon Carpet Cleaners provides domestic and commercial carpet and fabric cleaning services in the UK. By making a booking, the customer agrees to be bound by these terms. They are intended to be clear, fair, and practical, and to explain the rights and responsibilities of both parties before, during, and after a service visit.
In these terms, references to “we”, “us”, and “our” mean Wimbledon Carpet Cleaners, and references to “you” and “your” mean the person, business, or organisation placing the booking. These terms apply to all carpet cleaning services, rug cleaning, upholstery cleaning, stain treatment, deodorising, and associated services supplied by us unless otherwise agreed in writing. If any term is found to be invalid or unenforceable, the remaining terms will continue in full force.
We reserve the right to update or amend these terms from time to time. Any revised version will apply to bookings made after the date of publication or notification. It is your responsibility to read the terms carefully before confirming an appointment. If you do not agree with any part of these terms, you should not proceed with the booking.
1. Booking Process
All bookings for carpet cleaning services are subject to availability and acceptance by us. A booking request may be made by phone, email, online form, or another approved communication method. A booking is not confirmed until we have accepted it and, where required, received any booking deposit or pre-authorisation. We may decline a booking at our discretion, including where the request is outside our service scope, where access is not reasonably available, or where the required work cannot be safely completed.
When you make a booking, you must provide accurate information about the premises, the type and approximate condition of the items to be cleaned, access arrangements, parking considerations, and any known risks, such as delicate fibres, existing damage, infestations, water ingress, or electrical hazards. Any information that affects the cleaning method, drying time, or price should be disclosed in advance. If the information provided is incomplete or inaccurate, we may revise the quotation, alter the method used, or refuse to proceed if it would be unsafe or impractical to continue.
We aim to arrive within the agreed time window, but appointment times are estimates rather than guaranteed exact times. Delays may occur due to traffic, previous jobs running over, weather conditions, parking restrictions, or events beyond our reasonable control. Where possible, we will notify you of any significant delay. You must ensure that an authorised person is present at the property or is otherwise available to provide access and approve the work. If access is not possible, the visit may be treated as a late cancellation or wasted journey.
2. Service Scope and Customer Responsibilities
Our services are designed to clean carpets and related soft furnishings using appropriate professional methods selected by us based on the material, condition, and contamination level. We do not guarantee the removal of every stain, mark, odour, or wear pattern. Some stains may be permanent, may reappear after drying, or may require specialist treatment beyond standard cleaning. Similarly, fibres that are worn, sun-faded, moth-damaged, water-damaged, or previously treated with unsuitable products may not respond as expected.
You are responsible for moving small, lightweight, and fragile items before the appointment, unless we have agreed otherwise. Heavy furniture, electronics, ornaments, and valuable items should be removed in advance unless prior arrangements have been made. We may assist with moving certain items at our discretion, but we are not obliged to move items that could be damaged, unsafe, or likely to cause injury. The customer should also ensure that there is suitable access to water, electricity, and the areas to be cleaned.
We may refuse to clean items that are excessively soiled, contaminated with bodily fluids, mould, hazardous substances, pests, or materials that pose a health and safety risk. In such cases, we may recommend specialist remediation or decline the work entirely. If we proceed with cleaning despite a risk or limitation, that does not mean we accept liability for pre-existing damage or for outcomes that are inherently limited by the condition of the item.
3. Payments and Charges
All prices are quoted in pounds sterling and may be shown inclusive or exclusive of VAT depending on the status of the charge and any applicable tax requirements. Any estimate given before an inspection is based on the information available at the time and may change if the actual condition, size, scope, or complexity of the work differs from what was described. We will always aim to explain any material adjustment before work begins or, where this is not possible, before additional charges are incurred.
Payment is due on completion of the service unless a different payment arrangement has been agreed in writing in advance. We may require a deposit for certain bookings, particularly for larger jobs, repeat appointments, commercial work, or peak-time bookings. Accepted payment methods may include bank transfer, debit card, credit card, or other methods we approve from time to time. We reserve the right to charge interest and reasonable recovery costs on overdue sums in line with applicable UK law.
If you fail to make payment when due, we may suspend further services, withhold any related reports or documentation, and pursue recovery of outstanding amounts. You are not entitled to withhold payment because you are dissatisfied unless the complaint is genuine, promptly notified, and supported by reasonable evidence of a breach of these terms. Where a payment dispute arises, both parties should act reasonably and attempt to resolve the matter quickly and in good faith.
4. Cancellations, Rescheduling, and Missed Appointments
You may cancel or reschedule a booking by giving reasonable notice. If you cancel with adequate notice, we may, at our discretion, offer a new date without penalty. However, if you cancel at short notice or fail to attend the appointment, we may charge a cancellation fee to cover lost time, travel, and administrative costs. The exact amount may depend on the notice given, the size of the booking, and whether the appointment was specifically reserved for you.
Where we have already incurred costs, such as special materials, parking, or subcontracted support, these may be charged to you even if the appointment is cancelled. If you are not present, cannot provide access, or fail to prepare the premises as reasonably required, the visit may be treated as a cancellation or a wasted journey. In such cases, a call-out fee or the full service charge may be payable, depending on the circumstances.
We reserve the right to cancel or postpone an appointment where continuing would be unsafe, unlawful, or impractical. This may include situations involving extreme weather, equipment failure, staff illness, incomplete customer information, blocked access, or conditions at the property that materially differ from those described at booking. If we cancel for reasons within our control, we will offer a revised appointment or refund any deposit paid for the cancelled element of the service, unless work has already been carried out.
5. Liability and Limitations
We will perform our services with reasonable care and skill. If we fail to do so, we will seek to remedy the issue where appropriate, which may include re-cleaning a suitable area or offering another reasonable resolution. However, our liability is limited to direct losses that are reasonably foreseeable and caused by our negligence or breach of contract. We are not liable for indirect, special, or consequential losses, including loss of profit, loss of business, loss of opportunity, or inconvenience, except where the law does not allow such exclusion.
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 under UK law. We are also not responsible for pre-existing damage, hidden defects, structural issues, colour loss, dye transfer, shrinking, fibre distortion, or deterioration caused by age, wear, or unsuitable previous treatment. Where an item is cleaned despite obvious signs of weakness or damage, the customer accepts the risk of further deterioration.
If you believe damage has occurred during a service, you must notify us as soon as reasonably possible and in any event within a reasonable time after discovery. You should retain the item and, where possible, provide photographs and other relevant information. We may need the opportunity to inspect the item or revisit the property before any claim can be assessed. Failure to allow inspection or prompt notification may affect our ability to investigate and may limit any remedy available.
6. Waste Regulations and Environmental Compliance
We will carry out our services in accordance with applicable UK waste management and environmental requirements. Wastewater, removed residues, used filters, packaging, and any other waste arising from the service will be handled responsibly and disposed of in a lawful manner. We will not knowingly discharge waste in a way that breaches environmental law, drainage rules, or local authority requirements. Where specialist disposal is required due to contamination or hazardous substances, additional charges may apply and we may refuse the work if the waste cannot be managed safely and lawfully.
You must tell us before the appointment if the area to be cleaned contains contamination, hazardous residues, sharps, bodily fluids, chemical spills, mould, pests, or other waste that may trigger special handling obligations. You are responsible for ensuring that the premises are not knowingly presenting unlawful or unsafe waste conditions unless we have expressly agreed to deal with them. If we discover waste that was not disclosed, we may stop work immediately and charge for any time, travel, or materials already used.
We may use water extraction, detergents, deodorisers, and other cleaning products in a manner intended to reduce environmental impact while still achieving a professional result. You acknowledge that some cleaning methods involve water, waste recovery, and the removal of soil, and that the process may produce temporary odours, noise, or equipment movement. Any waste-related obligations that arise after the service due to customer misuse, contamination, or disposal outside our control remain the customer’s responsibility.
7. Insurance, Access, and Security
We maintain insurance appropriate to the nature of our services. A copy of relevant insurance details may be provided on request where appropriate, subject to confidentiality and policy limitations. Our insurance does not cover loss or damage caused by matters outside our control, including faulty wiring, defective plumbing, building defects, or customer negligence. It is your responsibility to ensure the property is safe for work and that any hazards are disclosed before we begin.
We may need to use water, electricity, and cleaning equipment on your premises. You must ensure that these facilities are available and in working order, or tell us in advance if they are not. We are not responsible for damage caused by pre-existing defects in sockets, appliances, flooring, or fixtures. You should also secure valuables, confidential documents, and sensitive items before the appointment. Unless we agree otherwise, we do not accept responsibility for items left in work areas.
If access requires keys, codes, alarms, concierge procedures, or building management approval, you must ensure these are arranged beforehand. Any delay caused by access restrictions may result in additional charges or a missed appointment fee. If we are provided with keys or entry codes, we will take reasonable care, but we do not accept liability for events caused by third parties, building management, or circumstances beyond our control.
8. Complaints, Remedies, and General Terms
If you are dissatisfied with any aspect of our service, you should notify us promptly so we can investigate and, where appropriate, propose a remedy. Any complaint should be made in good faith and include sufficient detail to allow us to assess the issue. We may ask for photographs, descriptions, or access to the affected area. Our aim is to resolve concerns fairly, but any remedy will be limited to what is reasonable in the circumstances and consistent with these terms.
These terms are governed by the laws of England and Wales. The courts of England and Wales will have exclusive jurisdiction over any dispute arising from or connected with the service, unless mandatory law requires otherwise. If the customer is based in Scotland or Northern Ireland, local legal rights that cannot be waived may still apply where relevant. However, the governing law of the contract remains as stated above unless otherwise agreed in writing.
No failure or delay by us in exercising any right under these terms shall operate as a waiver of that right. You may not transfer your rights or obligations under the contract without our prior written consent. We may transfer or subcontract our obligations where reasonably necessary for service delivery, provided this does not materially reduce the level of service promised to you. These terms, together with any written quotation or booking confirmation, form the entire agreement between the parties regarding the service supplied.
