Wanstead Carpet Cleaners Terms and Conditions
These Terms and Conditions set out the basis on which Wanstead Carpet Cleaners provides domestic and commercial cleaning services, including carpet cleaning, rug cleaning, upholstery cleaning, and related stain treatment services. By making a booking, the customer agrees to be bound by these terms. Please read them carefully before confirming an appointment. In these terms, references to “we”, “us”, and “our” mean the service provider, and references to “you” and “your” mean the customer receiving the service.
These Terms and Conditions apply to all appointments arranged for Wanstead carpet cleaning services, whether booked online, by telephone, by message, or through any other booking method we make available. They are intended to create a clear agreement about the scope of work, pricing, access, cancellations, liability, and legal compliance. If any part of these terms is found to be unenforceable, the remainder will continue to apply in full.
Nothing in these terms affects your statutory rights under UK consumer law. Where you are a consumer, the Consumer Rights Act 2015 and other applicable legislation may provide rights and remedies that cannot be excluded or limited by contract. These Terms and Conditions are designed to sit alongside those rights and explain how our services operate in practice.
Booking process. A booking is only confirmed once we have accepted your request and, where required, received any deposit or prepayment specified at the time of booking. The booking confirmation may be issued verbally, in writing, or by electronic message. It is your responsibility to ensure that all details provided are accurate, including address, access arrangements, service type, parking information, and any special requirements.
When requesting services from Wanstead Carpet Cleaners, you must provide truthful and complete information about the items to be cleaned, their condition, and any known risks such as previous cleaning attempts, dye damage, water sensitivity, moth damage, odours, or pre-existing stains. We may decline or amend a booking if the information supplied is incomplete, misleading, or indicates that the work may be unsafe, impractical, or outside our usual service scope.
We reserve the right to inspect the property and the items to be cleaned before starting work. If the actual conditions differ materially from the information originally provided, we may revise the quotation, alter the method, reduce the scope of work, or decline to proceed. Any revised price will be explained to you before work continues. If you do not agree to the revised terms, the appointment may be cancelled and a call-out fee may apply where permitted by law.
Payments. Unless otherwise agreed in writing, payment is due on completion of the service on the same day. We may require a deposit or full advance payment for certain appointments, including larger jobs, peak-time bookings, or repeat cancellations. Accepted payment methods may include bank transfer, card payment, or other methods notified to you in advance. Cash may be accepted where expressly agreed, but we are not obliged to accept it.
All prices are quoted in pounds sterling and may be inclusive or exclusive of VAT depending on our business status and the way the price has been presented. Where a quotation is based on the information you supplied, it is not fixed if the circumstances materially differ when we attend. If additional work is requested during the appointment, or if further cleaning is required because of unexpected conditions, you will be informed of any extra charge before that work begins.
Failure to make payment when due may result in suspension of future services, recovery action, and the addition of reasonable costs incurred in collecting overdue sums, to the extent permitted by law. If a payment is reversed, declined, or charged back without valid reason, you will remain liable for the full amount due and for any associated bank or administration fees reasonably incurred by us.
Cancellations and rescheduling. You may cancel or reschedule a booking by giving us reasonable notice. Unless a shorter period is agreed at the time of booking, we ask for at least 24 hours’ notice before the scheduled appointment. If you cancel late, fail to provide access, or are otherwise not ready for the service at the agreed time, we may charge a cancellation fee or retain any deposit paid, subject to applicable consumer law.
We may cancel, postpone, or rearrange an appointment where necessary due to staff illness, severe weather, equipment failure, health and safety concerns, or circumstances beyond our reasonable control. If we cancel for reasons within our control, we will offer an alternative appointment or refund any prepaid amount for the cancelled service. We are not liable for losses arising from cancellations made for reasons outside our reasonable control.
If you are entitled to cancel under the Consumer Contracts Regulations 2013 because the booking was made at a distance, any applicable cancellation rights may be limited once you ask us to begin the service within the statutory cancellation period. By requesting an early start, you acknowledge that you may lose the right to cancel once the service has been fully performed, or may be required to pay for work already carried out if you cancel after the service has started.
Service standards and customer responsibilities. We will carry out the work with reasonable care and skill, using methods and products we consider appropriate for the item and fabric type. However, some materials are delicate, unstable, colour-sensitive, or unsuitable for wet cleaning. You must tell us in advance about any known restrictions, manufacturer instructions, or prior treatments. Where an item is particularly fragile, we may request that you accept the risk in writing before proceeding.
Before we start, you should remove personal belongings, fragile objects, and valuables from the work area. You must ensure we have safe access to water, electricity, and the areas to be cleaned. If the property contains hidden hazards, such as exposed wiring, structural damage, pests, mould, or unsafe flooring, you must inform us before the appointment. We may refuse to enter or continue work if we believe there is a risk to health or safety.
We are not responsible for delays caused by lack of access, parking restrictions, incorrect directions, security procedures, or waiting for third parties. If the room cannot be used immediately after cleaning due to drying time, ventilation, or treatment requirements, you are responsible for keeping the area safe and suitable for its intended use. Any guidance we provide about aftercare is given in good faith and should be followed to help protect the treated surfaces.
Liability. We accept responsibility for loss or damage caused directly by our negligence, subject to these terms and the limits allowed by law. If we damage an item while carrying out the service, our liability may be limited to repairing the item, replacing the item with a like-for-like equivalent, or paying the reasonable cost of repair or replacement, whichever is lower and reasonable in the circumstances. We will not be responsible for pre-existing faults, hidden defects, or deterioration that becomes apparent during cleaning.
We are not liable for indirect or consequential losses, including loss of profits, loss of business, loss of opportunity, inconvenience, or emotional distress, except where such exclusion is not permitted by law. Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot legally be excluded.
Stains, odours, wear patterns, or colour loss may not be fully removable and results cannot be guaranteed. Cleaning may reveal pre-existing damage, shading, fibre distortion, or marks hidden by dirt. Any quotation, promise, or estimate of outcome is made honestly but should not be treated as a guarantee of a perfect finish. We may decline stain removal where the risk of damage is too high.
Waste regulations and disposal. Any waste created in the course of the service will be handled in accordance with applicable UK waste management rules. We aim to dispose of waste responsibly and lawfully, including used materials, disposable cloths, and other service-related waste. Where waste is classified as controlled, contaminated, or otherwise subject to special handling requirements, we will segregate and manage it appropriately.
You are responsible for ensuring that any items you ask us to remove, dispose of, or take away belong to you or that you have the right to authorise their disposal. We are not obliged to remove waste that may be hazardous, illegal, infectious, or otherwise unsuitable for ordinary disposal unless we have expressly agreed to do so in advance and have the necessary arrangements, permissions, and equipment.
If during the service we encounter waste or materials that could present a risk to health, the environment, or our staff, we may stop work and request further instructions. We may also refuse to handle materials that require specialist clearance or licensed disposal. Any additional costs arising from special waste handling, lawful transport, or disposal may be charged to you if they are reasonably incurred and agreed in advance where required.
Access, delays, and force majeure. You must ensure that someone over the age of 18 is present at the property at the scheduled time unless we have agreed unattended access in writing. If we are unable to enter the property, cannot complete the service because of access issues, or must wait for extended periods, we may charge for wasted time or treat the appointment as cancelled. This applies whether the delay is caused by keys, security, pets, building management, or other access arrangements.
We are not responsible for failure or delay in performing our obligations where caused by events outside our reasonable control, including extreme weather, fire, flood, strike action, power failure, public health restrictions, transport disruption, or supply chain issues. In such cases, we may suspend performance for the duration of the event or cancel the appointment without liability beyond refunding any prepaid sums for work not carried out.
Complaints. If you are dissatisfied with any aspect of the service, you should tell us as soon as reasonably possible so we have a fair opportunity to review the matter. Any complaint should be made promptly and with reasonable detail about the issue raised. We may ask for photographs, cleaning history, or other information to assess whether the issue relates to our work, the item’s condition, or an external cause. We will use reasonable efforts to resolve genuine concerns fairly.
Data, privacy, and communication. We will use the personal information you provide only for lawful business purposes connected with your booking, service delivery, accounting, record keeping, and communication. We may keep basic appointment records for legitimate business and legal reasons. We will handle personal data in accordance with applicable UK data protection law. By booking with us, you agree that we may contact you about the appointment and related administrative matters using the details you supplied.
Variation of terms. We may update these Terms and Conditions from time to time to reflect changes in our services, pricing structure, operational practices, or legal requirements. The version in force at the time of your booking will generally apply to that booking, unless a change is required by law or we agree otherwise in writing. Any updated terms will not reduce rights that have already accrued in relation to a confirmed booking.
Governing law and jurisdiction. These Terms and Conditions and any dispute or claim arising out of or in connection with them, whether contractual or non-contractual, shall be governed by and interpreted in accordance with 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 appropriate jurisdiction.