Nunhead Carpet Cleaners Service Terms and Conditions

These Terms and Conditions set out the basis on which Nunhead Carpet Cleaners provides domestic and commercial carpet cleaning services in the UK. By making a booking, confirming an appointment, or allowing work to begin, the customer agrees to be bound by these terms. They are designed to make the service clear, fair, and consistent for both parties, while protecting the standards expected of a professional carpet cleaning service.

In these terms, references to “we”, “us”, “our”, and “the company” mean Nunhead Carpet Cleaners. References to “you” and “the customer” mean the person, business, landlord, tenant, or authorised representative requesting the service. These terms apply to all standard carpet cleaning appointments, unless we agree otherwise in writing.

We may update these terms from time to time. The version in force at the time of booking will apply to that booking unless a later update is required by law. If any part of these terms is found to be unlawful or unenforceable, the remaining provisions will continue to apply in full.

1. Booking process

A booking is only confirmed once we have accepted your request and provided a date, time, and service scope. Requests may be made through our standard booking channels and are subject to availability. A booking is not final until we issue confirmation, and we may decline a request where the property, carpet condition, or requested work is unsuitable for the service.

At the time of booking, you must provide accurate information about the property, the area to be cleaned, access arrangements, and any known issues such as heavy staining, delicate fibres, previous treatments, shrinkage risk, pet contamination, mould, or infestation. The accuracy of this information is essential because it affects the cleaning method, price, duration, and whether the service can safely proceed.

If the details you provide are incomplete or incorrect, we may need to revise the quotation or refuse to carry out all or part of the work. Any estimate given before inspection is based on the information supplied and may be adjusted if the actual condition differs. The final scope of work is determined by our technician on arrival, taking into account safety, time, equipment suitability, and the condition of the carpet or flooring.

You must ensure that someone authorised to approve the work is present at the appointment or otherwise available to give permission. If no authorised person is available, we may be unable to proceed, and a call-out or cancellation charge may apply. Where possible, we will try to keep the appointment on schedule, but access delays, building restrictions, parking difficulties, or prior jobs running over time may affect arrival.

We will use reasonable efforts to attend within the arranged time window. However, any estimated time is not guaranteed. Delays caused by traffic, weather, equipment failure, accidents, or other events outside our control will not constitute a breach of contract. We will aim to notify you where a significant delay occurs.

2. The service we provide

Our service typically includes inspection of the areas to be cleaned, selection of a suitable method, application of cleaning solutions where appropriate, extraction or agitation as needed, and reasonable attention to the agreed carpeted areas. The exact procedure may vary according to fibre type, pile condition, manufacturer guidance, contamination level, and drying requirements. We may refuse to use a method that could damage the carpet or produce unsafe results.

We do not guarantee the removal of all stains, odours, wear marks, shading, or pre-existing damage. Some marks are permanent or become more visible after cleaning. We will always aim to achieve the best practical result, but carpet cleaning is not a restoration service unless specifically agreed in writing. Where we identify a risk of colour loss, shrinkage, or other adverse reaction, we may recommend a modified approach or decline the work.

Before cleaning begins, you should remove small items, fragile objects, valuables, and anything that could obstruct access. Unless agreed otherwise, the service does not include moving heavy furniture, dismantling items, or disconnecting appliances. Any special requirements should be discussed in advance so that we can confirm whether they can be safely included in the booking.

3. Price and payment

Prices are normally quoted on the basis of the information provided at booking and may be confirmed as a fixed amount, a room-based charge, an area-based charge, or a minimum visit fee. Where the property or carpet condition differs from the description provided, we may revise the price before work starts. If you do not agree to the revised price, we are not obliged to continue.

Payment is due in full on completion of the service unless we agree a different arrangement in writing before the appointment. We may accept payment by bank transfer, card, or another method we specify from time to time. If payment terms are agreed in advance for business customers, invoices must be paid by the due date stated on the invoice.

Any deposit, if requested, secures the appointment and may be non-refundable in the circumstances set out below. Where a booking requires specialist materials, an unusually long visit, or a reserved team slot, we may ask for advance payment or part payment. Failure to pay on time may result in recovery action, the addition of reasonable debt collection costs where lawful, and suspension of future services.

4. Cancellations, postponements, and missed appointments

You may cancel or reschedule by giving reasonable notice. Unless a different period is stated when the booking is made, a minimum of 24 hours’ notice is required to avoid a cancellation charge. If notice is shorter than that, we may charge a fee to cover lost appointment time, travel preparation, and administrative costs. Where a deposit has been taken, we may retain some or all of it if the slot cannot reasonably be reallocated.

If we arrive and are unable to gain access, or if the work cannot proceed because the property is not ready, utilities are unavailable, or the customer is not present or authorised to proceed, the appointment may be treated as a late cancellation or missed visit. In such cases, a charge may still apply. We are not responsible for costs caused by customer lateness, incorrect access information, or failure to prepare the premises.

We reserve the right to cancel or postpone an appointment where it is unsafe, impractical, or impossible to carry out the work as planned. This may include situations involving severe weather, hazardous contamination, equipment malfunction, staff illness, force majeure, or other events outside our reasonable control. Where we cancel, we will seek to offer an alternative date or refund any prepayment for undelivered work, unless the cancellation is due to your breach of these terms.

5. Customer obligations

You are responsible for ensuring that the site is safe and accessible for the duration of the service. This includes providing working water and electricity where required, maintaining reasonable access to the work area, and informing us of any hazards before work starts. We may stop work if the environment is unsafe, unsanitary, or likely to damage equipment or property.

You must disclose any special conditions that could affect the cleaning process, including underfloor heating, fragile or antique carpets, recently installed flooring, water-sensitive materials, recent dye treatment, or prior repairs. Failure to disclose such matters may reduce the effectiveness of the service and may limit any remedy available to you later. You should also keep children and pets away from treated areas until they are safe to re-enter.

Where drying times are relevant, you should follow reasonable aftercare instructions we provide verbally or in writing. We do not accept responsibility for re-soiling, tracking, or slow drying caused by poor ventilation, excessive foot traffic, or the use of unsuitable cleaning products after we leave.

6. Liability and limitations

We will carry out the service with reasonable skill and care and in accordance with applicable UK consumer law. If we fail to provide the service with reasonable care and skill, you may be entitled to a repeat performance or a partial refund where appropriate. Any remedy will depend on the facts of the issue and the extent to which the result was affected by carpet condition, hidden defects, or information provided by you.

Our liability for loss or damage arising from our negligence or breach of contract is limited to the amount paid for the specific service in question, except where the law does not allow such limitation. We are not liable for indirect or consequential losses, including loss of business, loss of profit, loss of opportunity, or loss resulting from delay, unless such liability cannot lawfully be excluded.

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 be excluded under law. We are not responsible for pre-existing damage, hidden weakness, poor previous repairs, normal wear and tear, or damage caused by unsuitable materials or undisclosed risks.

7. Waste handling and environmental compliance

We will take reasonable steps to handle waste generated during the service in a lawful and environmentally responsible way. This may include collected residues, disposable cloths, contaminated materials, and small amounts of wastewater where our method requires extraction. Waste will be managed in line with applicable UK waste regulations and, where relevant, local disposal requirements.

You acknowledge that some cleaning jobs may produce wastewater, removed debris, or contaminated materials that cannot be left on site in an unsafe or unlawful manner. Where we take waste away, ownership of that waste passes to us only to the extent permitted by law and only for lawful disposal or treatment. We are not obliged to remove items not directly connected with the cleaning service unless agreed in writing.

You must not ask us to dispose of hazardous materials, sharps, controlled substances, asbestos, clinical waste, or any item requiring specialist handling unless we have expressly agreed and are legally permitted to do so. If we identify waste that we reasonably believe is regulated, hazardous, or unsafe, we may stop the job and take any action needed to protect staff, customers, and property. Additional charges may apply where specialist disposal is required.

8. Complaints, inspection, and follow-up

If you believe there is an issue with the service, you should notify us within a reasonable time after completion and before significant re-soiling or external interference occurs. You must allow us a fair opportunity to inspect the concern and, where appropriate, to return and remedy any problem. Claims made long after the visit may be difficult to assess and may not be accepted if the condition has changed.

Any complaint should describe the area involved, the nature of the issue, and when it was first noticed. We may ask for photographs or other reasonable evidence. Where a problem is caused by pre-existing wear, hidden contamination, or information not disclosed at booking, we may decline liability or offer only limited assistance as a gesture of goodwill.

Nothing in this section affects your statutory rights under UK consumer law. These terms are intended to work alongside those rights, not replace them. If a term is inconsistent with mandatory law, the law will take precedence and the relevant term will be read as amended to the minimum extent necessary.

9. Ownership of materials and intellectual property

Any written quotation, service note, cleaning specification, or aftercare advice produced by us remains our property unless otherwise agreed. You may use such materials only for the purpose of managing the booked service and any related follow-up. You must not copy, publish, or commercially exploit our documents without consent.

All equipment, products, and consumables supplied by us remain our property unless title is expressly transferred. If items are left at the property by mistake, you must take reasonable care of them and notify us so they can be collected. We may charge for replacement of equipment damaged or lost due to your misuse or failure to supervise the work area.

10. Data, privacy, and communication

We will use personal information only for legitimate business purposes connected with booking, service delivery, payment, record keeping, and legal compliance. We may communicate by telephone, email, or text where appropriate for appointment management, invoicing, or service updates. We will handle personal data in line with applicable UK data protection law.

11. Governing law and jurisdiction

These Terms and Conditions, and any dispute or claim arising from them, are governed by the laws of England and Wales. If you are a consumer, you may benefit from additional rights under mandatory consumer protection laws applicable in the part of the UK where you live. Nothing in these terms reduces those rights.

If a dispute cannot be resolved informally, the courts of England and Wales will have jurisdiction, unless mandatory law provides otherwise. The parties agree to act reasonably and to try to resolve any issue promptly and in good faith before starting formal proceedings.

By booking with Nunhead Carpet Cleaners, you confirm that you have read, understood, and agreed to these service terms. These terms apply to all carpet cleaners services provided by us unless a separate written agreement states otherwise. If you have authorised another person to make the booking on your behalf, you remain responsible for ensuring that person has the necessary permission to agree to these terms.