Terms and Conditions for Walworth Carpet Cleaners

These Terms and Conditions set out the basis on which Walworth Carpet Cleaners provides carpet and upholstery cleaning services to domestic and commercial customers in the United Kingdom. By making a booking, confirming an appointment, or allowing our technicians to begin work, you agree to be bound by these terms. Please read them carefully before placing an order. They are intended to create clarity around the booking process, payment terms, cancellations, liability, waste handling, and the legal framework that applies to our services.

In these terms, references to “we”, “us”, and “our” mean Walworth Carpet Cleaners, and references to “you” or “the customer” mean the person requesting or receiving the service. These terms apply to all carpet cleaning services, including stain treatment, deep cleaning, stain protection, upholstery cleaning, rug cleaning, and related add-on services, unless we agree otherwise in writing. Any estimate, quotation, or service description provided before the work begins is subject to these terms.

1. Booking process
Bookings may be made by phone, email, online form, or any other method we make available from time to time. A booking is not confirmed until we have accepted it and provided a date, approximate arrival window, or other confirmation. We may ask for information about the property, floor type, access conditions, fabric type, and the condition of the items to be cleaned in order to provide an accurate quotation and to assess whether the service is suitable.

You are responsible for ensuring that the information supplied during the booking process is accurate and complete. If the details you provide are incorrect, incomplete, or misleading, any quotation or estimated duration may need to be revised, and additional charges may apply. The customer should also ensure that access to the premises is available on the agreed date and that there is a suitable working environment for the service.

Where necessary, we may request photographs, fibre information, or other details before attending. If we determine upon arrival that the material, stain, condition, or environment is not appropriate for the chosen treatment, we may decline to perform all or part of the service. In such cases, a call-out fee or cancellation fee may apply where reasonable, especially if the issue could have been identified beforehand through accurate disclosure.

Appointments are allocated based on availability and scheduling constraints. While we aim to arrive within the agreed period, arrival times are estimates and may be affected by traffic, weather, equipment issues, prior jobs overrunning, or other operational matters. We will use reasonable efforts to inform you of any significant delay, but we do not guarantee exact arrival times unless expressly stated in writing.

2. Service standards and customer preparation
Before work begins, you should remove fragile items, valuables, small furniture, loose objects, and any obstacles that may prevent access to the carpets or upholstery to be treated. Where furniture needs to be moved, this must be agreed in advance. We may refuse to move items that are too heavy, unstable, valuable, or unsafe to handle. The customer remains responsible for securing pets, children, and any persons affected by cleaning equipment, hoses, moisture, or cleaning products.

We will use reasonable care and skill in performing the service, but the final result may depend on factors outside our control, including the age of the fibres, previous wear, prior cleaning attempts, colourfastness, hidden stains, and the overall condition of the material. Some marks, odours, or residues may be reduced but not removed entirely. We do not guarantee the complete removal of all stains, allergens, bacteria, or odours, as results vary from item to item.

Drying times are estimates only and may vary depending on ventilation, temperature, humidity, carpet composition, and the cleaning method used. You should avoid walking on freshly cleaned surfaces until they are sufficiently dry or until protective coverings have been removed, where applicable. Any aftercare instructions provided by our operatives should be followed carefully to help maintain results and reduce the risk of re-soiling or damage.

3. Payments
Unless we agree otherwise, payment is due on completion of the service on the day of attendance. We may accept payment by card, bank transfer, or other methods stated at the time of booking. Where a deposit is requested, the booking may not be secured until the deposit has been received. Any deposit paid forms part of the total service price and is non-refundable except where required by law or where we cancel the booking without fault on your part.

Prices may be quoted as fixed fees, itemised charges, hourly rates, or subject to inspection. If the scope of work changes after booking, or if additional services are requested on site, the price may be adjusted to reflect the actual work carried out. Where extra soiling, larger-than-declared areas, additional rooms, or special treatments are needed, we will seek your approval before proceeding whenever reasonably possible.

Late payment, failed card payments, chargeback disputes without valid grounds, or refusal to pay undisputed fees may result in administration charges, debt recovery action, or suspension of future bookings. If a payment is overdue, we reserve the right to recover any reasonable costs incurred in collecting the debt, to the extent permitted by law. All prices are stated in pounds sterling unless otherwise agreed.

4. Cancellations and rescheduling
You may cancel or reschedule a booking by giving us reasonable notice. If you cancel with sufficient notice, no fee may be charged, depending on the circumstances and any costs already incurred. If you cancel at short notice, fail to provide access, or are not present at the agreed time without prior arrangement, we may charge a cancellation fee to cover lost time, scheduling disruption, and any preparation costs already made.

Where a deposit has been taken, cancellation terms applying to that deposit will be explained at the time of booking. If you request a rescheduled appointment, we will do our best to accommodate it, but new dates are subject to availability. If we have already dispatched staff or prepared specialist materials for your appointment, and you then cancel or postpone without adequate notice, we may retain some or all of the deposit or invoice reasonable costs, as permitted by law.

We may cancel or reschedule an appointment where this is necessary due to unsafe conditions, extreme weather, lack of access, equipment failure, staff illness, or any other event beyond our reasonable control. In such cases, we will endeavour to offer an alternative date. We will not be liable for indirect losses resulting from cancellation or delay, except where such liability cannot be excluded under applicable law.

5. Liability and exclusions
We will exercise reasonable skill and care in delivering our services. However, to the extent permitted by law, we do not accept liability for pre-existing damage, hidden defects, weak seams, worn fibres, colour loss caused by prior deterioration, shrinkage resulting from unsuitable materials, or issues arising from manufacturer limitations. Natural wear, older adhesives, and previous treatments may affect the outcome and can increase the risk of discolouration or texture change.

Nothing in these terms excludes or limits our liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation, or any other liability that cannot be excluded by law. Subject to that, our total liability arising out of or in connection with any booking, whether in contract, tort, negligence, or otherwise, shall be limited to the amount paid or payable for the specific service giving rise to the claim, unless a higher limit is required by law.

We are not responsible for loss of profits, loss of business, loss of opportunity, or any indirect or consequential loss. You should remove or secure any items that are fragile, valuable, or of sentimental significance before the service begins. While we will take reasonable care, any items left in the working area are at your own risk unless damage is caused by our proven negligence and is not excluded under these terms.

6. Waste regulations and environmental compliance
We aim to operate in accordance with applicable UK waste, environmental, and disposal requirements. Any waste generated by our service, including disposable cloths, packaging, filters, or contaminated materials that we remove as part of the agreed work, will be handled responsibly and disposed of in line with relevant regulations. We may separate waste for recycling where reasonably practicable and where suitable facilities are available.

You remain responsible for the lawful disposal of any items not expressly removed by us, including old underlay, damaged flooring, furniture, or household waste created before our attendance. If we agree to remove any waste materials, this will be limited to the scope discussed at booking or confirmed on site. We may refuse to handle hazardous, biomedical, asbestos-related, or legally restricted materials. If such materials are discovered, we may suspend the service and charge for time already spent.

Cleaning agents, wastewater, and residues will be managed using methods intended to minimise environmental impact. We expect customers to notify us in advance of any special environmental sensitivities, drainage issues, or building management rules that may affect the service. Any items requiring specialist licensing, collection, or disposal under UK law will only be handled if we are authorised and equipped to do so.

7. Customer obligations
You must ensure that the property is safe, accessible, and ready for cleaning at the agreed time. This includes providing parking information where relevant, securing permission from landlords or managing agents where needed, and making sure that the area can be worked on without obstruction. If we are prevented from completing the service because of a problem within your control, we may charge for the wasted appointment time.

You must tell us before the service begins about any relevant health and safety issues, including slips, leaks, electrical hazards, fragile fittings, or restrictions on water use. You should also disclose any known stains, pet accidents, flood damage, mould, infestation concerns, or special fabric treatments so that we can choose the most appropriate method. Failure to disclose material facts may affect the result and may limit any remedy available to you.

Where a third party, such as a tenant, managing agent, or representative, arranges the service on your behalf, that person confirms that they have authority to do so and that all relevant terms have been communicated to the property owner or occupier. The person making the booking remains responsible for ensuring payment unless we agree otherwise in writing.

8. Complaints and remedial work
If you are dissatisfied with any aspect of the service, you should inform us as soon as reasonably possible so that we can review the issue. We may ask for photographs, further details, or an opportunity to inspect the area. Where a complaint is valid and within our control, we may, at our discretion, offer a revisit, corrective treatment, partial refund, or another suitable remedy. This does not affect your statutory rights.

We are not obliged to provide a remedy where the complaint concerns matters outside our control, including pre-existing damage, normal drying variations, or results limited by the condition of the material. Any request for remedial work should be made promptly and before the treated area is subject to additional cleaning, heavy use, or interference by third parties, as this may make assessment impossible.

9. Force majeure
We shall not be liable for any failure or delay in performing our obligations caused by events beyond our reasonable control, including severe weather, transport disruption, fire, flood, civil disturbance, industrial action, equipment shortages, supply interruptions, or public health restrictions. If such an event occurs, we will take reasonable steps to resume service as soon as practicable or to arrange a new appointment where possible.

10. Governing law and jurisdiction
These terms, and any dispute or claim arising out of or in connection with them, shall be governed by and construed in accordance with the laws of England and Wales. If you live elsewhere in the United Kingdom, mandatory local consumer protections that apply to you will still be respected, but the service contract itself will be interpreted under the law stated here unless a different legal regime is required by statute.

Any dispute arising from these terms shall be subject to the exclusive jurisdiction of the courts of England and Wales, except where consumer law requires otherwise. Nothing in these terms is intended to remove or reduce any rights you may have under applicable consumer legislation, including rights relating to reasonable care and skill, services to be performed within a reasonable time, and services to be provided at a reasonable price where not otherwise agreed.

These Walworth Carpet Cleaners service terms may be updated from time to time to reflect operational changes, legal developments, or improvements to our service model. The version in force at the time of your booking will generally apply to that booking unless a change is required by law or is clearly beneficial to you. If any part of these terms is found to be unenforceable, the remaining provisions will continue to apply.