UK Service Terms and Conditions for Fitzrovia Carpet Cleaners
These Terms and Conditions set out the basis on which Fitzrovia Carpet Cleaners provides carpet, rug, upholstery, and related cleaning services to residential and commercial customers in the UK. By making a booking, confirming an appointment, or allowing our operatives to begin work, you agree to these terms in full. Please read them carefully before instructing any carpet cleaning service. These terms are intended to be clear, fair, and practical, while protecting both the customer and the business in relation to scope of work, payment, access, cancellations, liability, and lawful disposal of waste.
In these Terms and Conditions, “we”, “us”, and “our” mean Fitzrovia Carpet Cleaners. “You” and “your” mean the person, company, tenant, landlord, agent, or other party requesting the service. References to “services” include any agreed cleaning work, stain treatment, deodorising, stain protection, dry cleaning, hot water extraction, upholstery cleaning, and any additional tasks expressly confirmed in writing or verbally before commencement. Where a particular task is not stated in the booking confirmation, it is not automatically included.
These terms apply to all jobs booked through any accepted method of booking, including telephone, email, text message, online form, or other agreed communication channel. They apply equally to one-off appointments and repeat visits. If a separate written agreement exists for a commercial customer, the separate agreement will apply only where it expressly overrides these terms. Otherwise, these Terms and Conditions remain in force.
1. Booking Process
A booking is only treated as accepted when we confirm the appointment and, where relevant, request a deposit or other advance payment. A request for a quote does not create a booking. Likewise, a discussion of availability does not reserve a slot unless confirmed by us. During the booking process, we may ask for details such as the type and size of carpet, number of rooms, approximate condition, access arrangements, parking limitations, and any special requirements. This information helps us provide an accurate estimate and allocate suitable time and equipment for the carpet cleaning appointment.
It is your responsibility to ensure that all information provided is complete and accurate. If the facts you provide are incomplete or incorrect, we may revise the quoted price, amend the service plan, or, where necessary, decline to proceed. We may also need to adjust the time required if the property layout, level of soiling, fabric type, or access conditions differ from the information given at the time of booking. We reserve the right to refuse work that appears unsafe, unsuitable, or outside our service capability.
Where a booking is made for a property occupied by a tenant, agent, landlord, or third party, the person making the booking confirms that they have authority to instruct the service and accept these terms. If access is not available at the agreed time, or if a key has not been supplied when required, the missed appointment may be treated as a late cancellation or wasted visit. If a customer asks us to enter a property without the occupier present, the customer accepts responsibility for access arrangements, item security, and confirmation that the service is authorised.
2. Pricing and Payments
Our prices are normally based on the size of the area, item type, cleaning method, level of contamination, and any optional extras. Unless stated otherwise, all quoted prices are estimates until we inspect the work area or confirm the details. Additional charges may apply where the job involves heavy staining, pet contamination, excessive furniture moving, difficult access, parking restrictions, out-of-hours attendance, or changes requested after booking. Any change in price will be explained before further work is carried out wherever reasonably practicable.
Payment is due in full upon completion of the service unless we have agreed another arrangement in writing in advance. We may require a deposit for larger jobs, repeat appointments, or premium services. Accepted payment methods may include bank transfer, card payment, cash, or other approved method. If payment is not received when due, we may charge reasonable recovery costs and interest to the extent permitted by law. Title to any goods or materials supplied by us does not pass until payment has been made in full.
Promotions, discounts, and special offers are subject to availability and may be withdrawn at any time without notice unless already confirmed in a specific booking. Unless expressly stated, offers cannot usually be combined. We may correct obvious pricing errors where a quotation has been issued mistakenly. If an error is discovered before the work begins, we will explain the revised price and give you the option to proceed or cancel without charge, provided no costs have already been incurred.
3. Cancellations, Rescheduling, and Delays
You may cancel or reschedule a booking by giving reasonable notice. If you cancel at short notice, we may charge a cancellation fee to cover time reserved, staff allocation, and any costs already incurred. The amount of any fee will depend on the notice given and whether materials or equipment were set aside for your job. If cancellation is made with sufficient notice and no costs have been incurred, no charge will normally apply.
If we need to reschedule due to illness, equipment failure, unsafe conditions, severe weather, or any event beyond our reasonable control, we will contact you as soon as practicable and offer an alternative appointment. We are not responsible for indirect losses caused by a change of date or time, but we will act reasonably and try to minimise inconvenience. A delay of a reasonable length does not automatically entitle you to cancel, although we will keep you informed where possible.
Where our team arrives but cannot gain access, cannot safely complete the work, or finds the property materially different from the description given, we may treat the booking as cancelled on arrival and charge a wasted visit fee. Examples include a locked premises, missing key, no one present where access is required, failure to remove fragile items when requested, or the presence of conditions making the job unsuitable. The same applies where another contractor has already carried out similar work and the service is no longer required.
4. Service Standards and Customer Responsibilities
We will use reasonable skill and care in performing the services and will aim to complete the work to a professional standard. However, cleaning outcomes can vary depending on fibre type, age of fabric, previous treatments, wear, and pre-existing damage. Some stains may be permanent or may reappear after drying due to wicking, residue migration, or contamination below the visible surface. We do not guarantee complete removal of every stain, odour, or mark, particularly where the material has already been damaged, discoloured, or treated by other products.
You are responsible for moving small, delicate, or valuable items before the appointment unless we have agreed to assist. Where we move furniture, it is done at your request and at your risk unless damage is caused by our negligence. Please ensure the area is clear of hazards, including loose wires, personal belongings, sharp objects, and any items that may be damaged by moisture or cleaning solutions. If pets are present, they should be secured appropriately so the work can be carried out safely and without interruption.
It is your responsibility to tell us about any known issues that may affect the job, including weak flooring, pre-existing damage, unsuitable underlay, colour bleed risk, sensitive materials, or previous chemical treatments. Failure to disclose such information may affect the result and may limit our liability. We may refuse to treat items or areas that present a high risk of damage, and in such cases the cost of the visit may still be payable if time has been reserved and work has already begun.
5. Liability and Limitations
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 limited or excluded under UK law. Subject to that, we are not liable for loss or damage arising from information you provide that is inaccurate, incomplete, or misleading. We also are not responsible for pre-existing defects, hidden weaknesses, colour loss, age-related deterioration, or damage resulting from normal wear and tear.
Where liability is established, our responsibility will generally be limited to the reasonable cost of repairing the damage caused by us or, if repair is not practical, the reasonable cost of replacement of the affected item subject to its age, condition, and depreciation. We do not accept liability for indirect or consequential loss, including loss of profit, loss of opportunity, or business interruption, except where such exclusion is prohibited by law. Our total liability for any claim arising from a single booking will not exceed the amount paid for the relevant service, unless a higher amount is required by law.
We are not liable for damage caused by items left in unsuitable locations, water-sensitive materials not declared in advance, pre-existing infestation, mould, structural issues, or poor previous workmanship by third parties. Any complaint should be raised as soon as reasonably possible after the service is completed, and in any event within a reasonable time. This allows us the opportunity to inspect the issue and, where appropriate, revisit the property or offer another suitable remedy.
6. Waste, Disposal, and Environmental Compliance
We comply with applicable UK waste regulations and will dispose of waste generated directly by our work in a lawful and responsible manner. This may include used disposable materials, contaminated cloths, and waste water where disposal is required and permitted. We will not dispose of any household, commercial, hazardous, or specialist waste unless this has been expressly agreed and we are legally able to handle it. If a job produces waste that requires special disposal, additional charges may apply.
You remain responsible for items not directly produced by our service, including general household rubbish, broken fittings, or unwanted furniture, unless we specifically agree otherwise. We may decline to remove contaminated items, sharps, biological waste, asbestos-related material, or other regulated waste. Where the service involves the use of cleaning chemicals, we will use products appropriate for the surface and in accordance with manufacturer guidance and relevant safety requirements. We may advise you to ventilate the area after treatment or keep pets and children away until the space is dry.
Any waste containers, packaging, or residues created during the job may be removed by us or left for your disposal depending on the nature of the task and local legal requirements. If we are asked to handle waste beyond standard cleaning residue, you must disclose this before booking so that we can assess whether the work is permissible. If a service cannot proceed safely or lawfully because of waste-related issues, we may cancel or suspend the job without liability for resulting delay.
7. Complaints, Rework, and Aftercare
If you believe there is an issue with the service, please notify us promptly so we can review the matter. Where reasonable, we may return to inspect or rectify a problem if the issue appears to have arisen from our workmanship and if the claim is made within a sensible period after completion. A re-clean or remedial visit may be offered at our discretion and does not imply acceptance of liability. It is important that you allow sufficient drying time before assessing the final result.
Some cleaning processes continue to develop after the operative leaves, particularly where moisture, residue, or fibre recovery is involved. For that reason, you should avoid using the cleaned area in a way that may affect drying, such as moving heavy furniture back too soon, placing mats over damp carpet, or exposing the area to contamination. If you use third-party products or cleaners after our visit, any resulting effect on the finish will not be our responsibility.
Nothing in these terms affects your statutory rights as a consumer under UK law. If you are a business customer, you agree that any issue must be reported promptly and in writing with reasonable detail. We may ask for photographs, access to the item, or other evidence so we can assess the claim fairly. If a complaint cannot be resolved informally, it will be handled under the governing law and jurisdiction set out below.
8. Governing Law and Jurisdiction
These Terms and Conditions, and any dispute or claim arising from them or in connection with them, are governed by the laws of England and Wales. Where Scottish or Northern Irish law applies by mandatory legal provision, nothing in these terms prevents that law from applying where required. Any dispute that cannot be resolved amicably will be subject to the exclusive jurisdiction of the courts of England and Wales, unless mandatory consumer law provides otherwise.
If any part of these terms is found to be unlawful, invalid, or unenforceable, the remaining provisions will continue in full force. A failure by us to enforce a right or remedy on any occasion does not waive that right or remedy in future. We may update these Terms and Conditions from time to time to reflect changes in law, service methods, or commercial practice, and the version in force at the time of your booking will apply to that booking unless otherwise agreed.
By proceeding with a booking for Fitzrovia Carpet Cleaners, you confirm that you have read, understood, and accepted these Terms and Conditions. They are designed to support a professional, transparent, and lawful carpet cleaning service while setting clear expectations for both parties. If you instruct us to carry out work, you acknowledge that the terms above form part of the agreement between us and you.
