Terms and Conditions for Greenwich Carpet Cleaners
These Terms and Conditions set out the basis on which Greenwich Carpet Cleaners, also referred to in this document as Greenwich carpet cleaners, carpet cleaning services, rug cleaning services, or upholstery cleaning services, supplies cleaning work to residential and commercial customers. By making a booking, confirming an appointment, or allowing our operatives to carry out work, you agree to these terms. Please read them carefully before requesting any service.
These terms apply to all standard bookings, specialist stain treatment, carpet maintenance, rug care, sofa cleaning, and related cleaning tasks provided under the Greenwich carpet cleaning service. They are intended to be fair, transparent, and consistent with UK consumer law and general business practice. If any part of these terms is unclear, the customer should raise the issue before the appointment is confirmed.
In these Terms and Conditions, “we”, “us”, and “our” refer to the service provider, and “you” or “customer” refer to the person, business, or organisation placing the booking. References to “property” mean the premises where the work is to be carried out, including homes, offices, managed premises, rented accommodation, and other accessible locations.
1. Booking Process
All bookings are subject to availability and confirmation. A booking request does not create a binding contract until we have accepted the request and provided confirmation. Confirmations may be given verbally, by email, or through another written method used during the booking process. We may decline a booking if the requested service is unsuitable, access is unreasonable, equipment cannot be safely used, or the work falls outside our service scope.
When requesting a carpet cleaning appointment, you must provide accurate information about the property, the type of cleaning required, any stains or damage, fibre type if known, access conditions, parking restrictions, pet concerns, and any items that may affect the work. The price and expected duration may change if the information supplied is incomplete or incorrect. If we discover material differences on arrival, we may revise the quotation or, where necessary, refuse to proceed.
You are responsible for ensuring that the property is ready for the appointment, including reasonable access to the areas to be cleaned, space for equipment, and the removal of small personal items and fragile objects from the work area. If the property is not reasonably prepared, we may need to delay, reschedule, shorten, or cancel the job, and a call-out or cancellation charge may apply. We also require a responsible adult to be present at the start or end of the visit where keys, access, or approvals are needed.
2. Prices and Payments
Prices for carpet cleaning, upholstery cleaning, stain treatment, and related services may be based on the size of the area, the condition of the material, the treatment required, parking or access difficulties, and any specialist equipment or products used. Any quote provided before inspection is an estimate unless expressly stated otherwise. We reserve the right to adjust the price if the actual work required is greater than anticipated because of hidden staining, additional rooms, unsuitable conditions, or changes requested by you.
Unless agreed otherwise in writing, payment is due immediately on completion of the service. We may accept card payment, bank transfer, or other approved methods. Cash payments, if accepted, must be made in full at the end of the appointment. For business or managed premises, invoice terms may be issued separately and must be observed strictly. If a deposit is requested to secure a booking, the booking may not be treated as confirmed until the deposit has been received.
Late or unpaid balances may result in recovery action, and you may be liable for reasonable administrative costs, interest, and collection expenses where permitted by law. Any promotional discount, estimate, or special rate only applies to the service described at the time of booking and cannot be transferred to other work unless we agree. Payment disputes should be raised promptly so that we can review the matter in good faith.
3. Cancellations, Rescheduling, and Delays
You may cancel or reschedule a booked carpet cleaning appointment by giving reasonable notice. Unless a different arrangement was confirmed in writing, cancellations made less than 24 hours before the appointment may be subject to a fee to cover lost time, travel, or allocated resources. If our team arrives at the property and cannot gain access, or the service cannot proceed because the property is not ready, a cancellation or wasted journey fee may also be charged.
We may cancel or reschedule a booking where unavoidable circumstances arise, including staff illness, equipment failure, unsafe conditions, severe weather, transport disruption, or other events outside our control. In such cases, we will try to offer a revised appointment at a suitable time. We are not responsible for indirect losses caused by a delay or postponement, provided we have acted reasonably and promptly to notify you.
If the appointment is delayed because of factors on your side, such as restricted access, parking issues, extra time needed to move furniture, or incomplete preparation, we may reduce the scope of the service, charge extra time, or rebook at our discretion. We aim to be flexible, but the schedule of carpet cleaners and the wider business must be protected so that we can serve all customers efficiently.
4. Service Standards and Customer Responsibilities
We will use reasonable skill and care in carrying out all agreed cleaning work. However, the outcome may vary depending on the material, age, wear, previous treatments, fibre type, colourfastness, and staining history of the carpet or fabric. No cleaning process can guarantee complete removal of every stain, odour, mark, or contamination. Any stated improvement is an estimate of likely results and not a promise of perfection.
You must tell us about any existing damage, loose seams, dye issues, delicate trims, water-sensitive materials, hidden hazards, or pre-existing faults before work starts. If you ask us to move furniture, we will do so only where it is safe and practical. We may decline to move heavy, unstable, valuable, or connected items. We may also refuse to clean items that present a risk of damage, cross-contamination, or injury.
Where pets, children, vulnerable adults, or other occupants are present, you must take suitable precautions to keep them away from wet, treated, or drying surfaces. You should also allow adequate ventilation and drying time after the service. Any aftercare advice given by our team should be followed carefully to reduce the risk of re-soiling, staining, or texture changes.
5. Liability and Limitations
Nothing in these Terms and Conditions limits or excludes liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot be excluded under UK law. Subject to that position, we are not liable for losses that are indirect, consequential, or commercially remote.
We are not responsible for damage caused by pre-existing weaknesses, hidden defects, unsuitable materials, poor installation, manufacturing faults, shrinkage risk, colour loss, or conditions that are unavoidable despite reasonable care. This includes situations where carpets, rugs, or upholstery have already deteriorated, been treated incorrectly before our visit, or contain contamination not visible during the booking process. Any small variation in pile appearance, scent, drying pattern, or texture after cleaning does not necessarily amount to damage.
If we are found liable for any loss, our total liability in connection with a single booking will, to the fullest extent permitted by law, be limited to the amount paid for the relevant service or the cost of remedying the issue, whichever is lower and reasonable in the circumstances. Customers are encouraged to maintain their own insurance where appropriate, especially for high-value items or commercial premises.
6. Waste Regulations and Environmental Handling
We operate in accordance with applicable UK waste and environmental requirements. Wastewater, removed debris, used cloths, filter residue, and any contaminated materials produced during the carpet cleaning process will be handled responsibly. Where relevant, waste will be disposed of in a lawful manner and not discharged in a way that could cause pollution, block drains, or breach local or national rules.
You must not request or permit us to dispose of restricted, hazardous, or illegal materials unless we have expressly agreed in advance and are legally able to do so. Examples may include biohazardous contamination, asbestos-related debris, chemical waste, sharps, or other regulated substances. If such materials are discovered during the job, we may stop work immediately and advise that specialist handling is required.
Any packaging, old cleaning products, or waste items you ask us to remove remain your responsibility unless we specifically agree to take them away. If disposal services are included in the agreed price, this will apply only to ordinary service-related waste arising from the cleaning appointment. We reserve the right to refuse disposal of materials that we consider unsafe, unlawful, or beyond our permitted waste handling arrangements.
7. Right to Refuse or Suspend Service
We may refuse, suspend, or end a service if we believe the working environment is unsafe, if the customer behaves abusively, if there is a risk to our team or equipment, or if the requested work is unlawful or impractical. We may also stop the job where access restrictions, concealment of important information, or unsuitable property conditions make it impossible to proceed safely. If work is suspended for these reasons, any sums already due remain payable for time spent, materials used, or travel incurred.
We will always try to act reasonably and fairly. However, our operatives must be able to work without harassment, intimidation, discrimination, or interference. If the property contains evidence of infestation, mould, contamination, or unsafe structural conditions, we may decline to continue until the issue is properly addressed. These rules apply equally to domestic and commercial appointments.
If a customer is dissatisfied with any aspect of the completed carpet cleaning service, they should notify us within a reasonable time and provide details of the issue so that we can assess it. We may ask for photographs, further information, or a return visit where appropriate. Any review or corrective action will be carried out at our discretion and in line with our legal obligations.