Terms and Conditions for Dulwich Carpet Cleaners

These Terms and Conditions set out the basis on which Dulwich Carpet Cleaners provides domestic and commercial carpet cleaning services, together with related soft furnishing and stain treatment services. By making a booking, the customer agrees to these terms in full. If any part of this document is unclear, the customer should review it carefully before confirming an appointment. These terms are intended to create a fair and transparent agreement for both parties, covering the service scope, booking process, payment arrangements, cancellations, liability, waste handling and the governing law that applies to all carpet cleaning services.

Service scope includes carpet cleaning, rug cleaning, upholstery treatment and certain spot treatments where appropriate. The precise cleaning method may vary depending on fibre type, fabric condition, manufacturer instructions and the level of soiling. Dulwich Carpet Cleaners will use professional judgment to select a suitable method, but the customer remains responsible for informing the company of any special considerations, such as delicate materials, prior damage or recent repairs. No promise is made that every stain can be removed, as results depend on the age, composition and treatment history of the item.

A booking may be made by phone, email or any other agreed communication method. A booking request is not confirmed until the company has accepted the job, provided a price or estimate, and the customer has agreed the date, time and service details. The customer must provide accurate information about the property, access arrangements, parking restrictions, the number and type of items to be cleaned, and any health or safety issues that may affect the work. If details are incomplete or incorrect, Dulwich Carpet Cleaners may revise the quotation, adjust the schedule or decline the job if the service can no longer be delivered safely or reasonably.

Estimates and pricing are based on the information provided at the time of booking. Where a price is given before inspection, it is an estimate only unless expressly stated otherwise. If, on arrival, the condition of the carpets or furnishings differs materially from the description supplied, or additional work is required, the company may update the quotation before work begins. Examples include severe staining, pet contamination, excess furniture moving, restricted access, or the need for specialist treatment. Any revised price will be explained to the customer in advance wherever reasonably possible.

For larger or more complex carpet cleaning services, the company may request photographs, measurements, or an on-site inspection before confirming a fixed price. The customer agrees that any quoted time slot is an estimate and that delays may occur due to traffic, previous jobs, weather, or operational issues beyond reasonable control. Dulwich Carpet Cleaners will aim to attend within the agreed window and to notify the customer of any significant delay where practicable. If access is unavailable at the agreed time, the company may treat the booking as a late cancellation or failed appointment.

Payments are due in accordance with the payment terms provided at booking or on the invoice. Unless otherwise agreed in writing, payment is due on completion of the service and before the team leaves the premises. The company may accept cash, card, bank transfer or another approved method, but it is under no obligation to accept all payment methods in every case. Any deposit requested to secure a booking will form part of the total price and may be non-refundable where stated. If payment is not made when due, the company may charge reasonable recovery costs and reserve the right to pursue unpaid sums through lawful means.

Cancellations and rescheduling should be made as early as possible. If the customer cancels more than 24 hours before the agreed appointment, no cancellation charge will normally apply unless a non-refundable deposit has already been taken or special materials have been ordered. If the customer cancels with less than 24 hours’ notice, or fails to provide access at the agreed time, a cancellation fee may be charged to reflect lost time and preparation. Rescheduling is usually possible subject to availability, and the company may treat a late reschedule request in the same way as a late cancellation where the original time cannot be reallocated.

The company may cancel or postpone a booking where it is unable to perform the service safely, lawfully or to a professional standard. This may occur if there is a risk to staff, if equipment cannot be used safely, if the customer has not disclosed important information, or if weather, illness or transport disruption makes attendance impractical. In such cases, Dulwich Carpet Cleaners will seek to offer a new appointment at the earliest reasonable date. Any amounts already paid for a cancelled service will be refunded only where required by law or where the company is responsible for the cancellation and no replacement appointment is accepted.

Customer responsibilities include removing fragile items, valuables, and small personal belongings from the work area before the appointment. The customer should also ensure clear access to the rooms or items being treated, provide working water and electricity where needed, and disclose the presence of pets, vulnerable occupants, hidden damage or hazardous substances. Where furniture must be moved, the customer should identify items that should not be moved because of weight, instability, built-in fittings or risk of damage. The company may refuse to move certain items or may do so only at the customer’s request and risk, provided that such movement is reasonable and safe.

Liability and limitations are an important part of these terms. Dulwich Carpet Cleaners will exercise reasonable skill and care in delivering all services, but it does not guarantee that all marks, odours or contamination will be removed, nor that cleaned items will be returned to a factory-new condition. Normal wear, fading, pre-existing damage, poor maintenance, colour loss, shrinkage and fibre distortion may affect the final result. The company is not responsible for adverse outcomes caused by hidden defects, unsuitable materials, pre-existing chemical damage, or the customer’s failure to disclose relevant information.

Nothing in these terms limits or excludes liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be limited or excluded under UK law. Subject to that, the company will not be liable for indirect or consequential loss, loss of profit, loss of business, loss of opportunity, or loss arising from temporary inconvenience. If the company is found liable for direct loss or damage arising from its negligence or breach of contract, its liability will be limited to the amount paid or payable for the specific service giving rise to the claim, except where law requires otherwise.

The customer should notify the company of any concern as soon as possible after completion of the job. Claims relating to apparent damage or dissatisfaction should be raised promptly and, wherever practicable, before items are used again or any protective coverings are removed. This allows the company to inspect the issue and determine whether remediation is possible. Where an investigation shows that damage was not caused by the company, or that the issue arose from pre-existing conditions or normal drying processes, no liability will be accepted. Reasonable steps will be taken to resolve genuine complaints in a fair and proportionate way.

Waste regulations and disposal apply to all carpet cleaning services where waste water, residues, contaminated materials or removed debris are produced. The customer acknowledges that some cleaning processes may create extract water, lint, soil, pet hair, used cloths or disposable protective materials that must be handled responsibly. Dulwich Carpet Cleaners will dispose of waste in a lawful and environmentally responsible manner, in accordance with applicable UK waste legislation and local disposal rules. The company may retain custody of waste generated by its service only for as long as necessary to transport and dispose of it correctly.

The customer must not request unlawful disposal of chemicals, contaminated items or household waste. If the premises contain hazardous materials, suspected biohazards, mould, asbestos, needles, sharps, or other regulated waste, the customer must disclose this before booking. The company may refuse to clean areas affected by such substances unless appropriate specialist arrangements have been made. Where the presence of hazardous waste is discovered during the visit, the company may stop work immediately and charge a call-out or partial service fee if time has already been allocated and equipment deployed. Any waste removed as part of the service remains subject to safe handling requirements and must not be mixed with prohibited materials.

Access, interruptions and force majeure may affect the service. The company is not responsible for delays or failure to perform where the cause is beyond its reasonable control, including severe weather, road closures, flood, fire, power failure, supply disruption, industrial action, acts of God, government restrictions, or emergency incidents. If such an event occurs, the company will try to rearrange the appointment or suspend performance for a reasonable period. Neither party will be liable for delay caused by events outside reasonable control, provided that the affected party gives notice as soon as reasonably possible.

Intellectual property and use of documents remain with the company unless otherwise agreed. Any quotation, invoice, checklist, or written service note provided by Dulwich Carpet Cleaners is for the customer’s personal or internal business use in connection with the relevant booking. It must not be reproduced or distributed in a misleading way. Any photos taken by the company for operational records, quality control or evidence of condition will be handled in line with applicable privacy and data protection requirements, and used only where there is a legitimate business purpose. The customer should not rely on informal verbal statements that differ from the written terms unless they are confirmed in writing by an authorised representative.

Complaints and remedies will be assessed fairly and proportionately. If the customer is dissatisfied, the company may inspect the affected area, attempt a re-clean where appropriate, offer an explanation, or propose another reasonable remedy. A re-clean may be offered only once and only where the issue is capable of further improvement. If the matter cannot reasonably be resolved through re-cleaning, and the company accepts responsibility, any remedy will be limited to the reasonable cost of the affected portion of the service. The company does not provide guarantees that exceed what is expressly stated in writing at the time of booking.

Governing law and jurisdiction are governed by the laws of England and Wales. Any dispute, claim or matter arising out of or in connection with these Terms and Conditions, the carpet cleaning services, or any non-contractual obligations connected to them shall be subject to the exclusive jurisdiction of the courts of England and Wales. If any provision of these terms is held to be unenforceable, invalid or illegal, the remaining provisions shall continue in full force and effect. No failure or delay by the company in exercising any right shall operate as a waiver of that right.

Variation of terms may occur from time to time. Dulwich Carpet Cleaners may amend these Terms and Conditions where necessary to reflect changes in law, operational practice or service structure. The version in force at the time of booking will apply to that booking unless a later change is required by law. Customers are encouraged to read the terms carefully each time a new service is arranged, as updated wording may apply to future appointments.

The customer confirms that they have authority to make the booking for the premises or items concerned and to agree to these terms on behalf of any other occupants, owners or stakeholders who may be affected. If the customer is arranging services for rented, managed or shared premises, the customer must ensure that the relevant permission has been obtained beforehand. Any instruction that conflicts with law, building rules or safety requirements may be refused. Carpet cleaning services will only proceed where lawful and practical to do so.

Entire agreement between the customer and the company consists of these terms together with the specific booking confirmation and any written quotation accepted by the customer. No other statement, promise or representation will be binding unless confirmed in writing by an authorised representative of the company. By proceeding with a booking, the customer acknowledges that they have read, understood and accepted the terms applicable to the service. These terms are intended to support a clear, professional and lawful relationship for all domestic and commercial cleaning work undertaken by Dulwich Carpet Cleaners.