Terms and Conditions for Nottinghill Carpet Cleaners
These Terms and Conditions apply to all carpet cleaning, upholstery cleaning, rug cleaning, stain treatment, and related domestic or commercial cleaning services provided by Nottinghill Carpet Cleaners, referred to in this document as “we”, “us”, or “our”. By making a booking, confirming an appointment, allowing our team to attend a property, or accepting the completion of any service, you agree to be bound by these terms. If you are booking on behalf of another person, you confirm that you have authority to do so and that the person receiving the service is aware of and accepts these terms. These conditions are intended to set clear expectations for the service relationship, payment arrangements, cancellations, responsibility limits, and legal matters that may arise during or after a booking.
These terms are written for customers in the United Kingdom and are governed by UK law. They are designed to be fair and to provide a practical framework for the provision of professional carpet cleaning services. Nothing in these terms affects your statutory rights under consumer protection law where those rights apply. If any provision is found unlawful or unenforceable, the remaining provisions will continue in full force so far as legally permitted.
In these terms, references to “customer”, “you”, or “your” mean the individual or business booking the service or receiving the benefit of the service. References to “property” include houses, flats, offices, commercial units, and any other premises at which our work is carried out. References to “goods” include any rugs, mats, furnishings, or movable items treated as part of the service. These definitions are provided to avoid uncertainty and to help ensure that our carpet cleaning terms are understood consistently.
1. Booking Process
Bookings are accepted subject to availability, site conditions, and our ability to carry out the requested service safely and effectively. A booking may be made by telephone, email, online form, or any other method we make available from time to time. A booking request does not become binding until we have confirmed the appointment and, where required, any deposit or prepayment has been received. We reserve the right to decline a booking where we believe the work is unsuitable, unsafe, outside our competence, or impossible to complete within a reasonable time.
When making a booking, you must provide accurate and complete information, including the type and number of items to be cleaned, the approximate condition of the items, access arrangements, parking restrictions, stairs, lift access, and any special concerns such as delicate fibres, previous treatments, water damage, or pet contamination. The quality of our service depends in part on the accuracy of the information you provide. If material information is missing or incorrect, the price, schedule, or scope of work may need to be adjusted. We are not responsible for delays or additional charges caused by inaccurate descriptions or undisclosed conditions.
It is your responsibility to ensure that the property is ready for our attendance at the agreed time. This includes moving fragile items where appropriate, securing pets, ensuring access to water and electricity if required, and advising us in advance of any hazards. 
Where the property is occupied by tenants, managed by an agent, or subject to shared access arrangements, you must ensure that all necessary permissions have been obtained before the appointment. If we arrive and cannot proceed because access is unavailable, permission has not been granted, or the environment is unsafe, we may charge a call-out fee or cancellation charge as set out below.
2. Prices and Payment Terms
Prices may be quoted as fixed fees, estimates, hourly rates, or item-based charges depending on the nature of the work. Any quotation provided before inspection is based on the information available at the time and may change if the actual condition of the items or premises differs from what was described. Unless expressly stated otherwise, all prices are quoted in pounds sterling and may be subject to VAT where applicable. A quote remains valid for the period stated in the quotation or, if no period is stated, for a reasonable time only.
Payment is due in accordance with the method and timing agreed at the time of booking or on completion of the service. We may require payment in advance, partial prepayment, or immediate settlement following completion. Accepted payment methods may include bank transfer, card payment, cash, or other methods notified to you from time to time. If you are a business customer, we may issue an invoice with payment terms specified on the invoice. Unless otherwise agreed in writing, payment must be made without set-off, deduction, or withholding.
Where additional work is requested on site, or where further work becomes necessary because of conditions not reasonably apparent at the time of booking, we will normally inform you of any extra cost before proceeding. If you ask us to continue with additional work, you agree to pay the revised amount. Failure to make payment on time may result in suspension of further services, recovery action, and recovery of reasonable costs incurred in collecting overdue sums. We reserve the right to charge interest on late payments to the extent permitted by law.
3. Cancellations, Rescheduling, and Delays
You may cancel or reschedule a booking by giving us notice as early as possible. To help us manage schedules and allocate staff efficiently, we ask for reasonable notice. If you cancel with insufficient notice, fail to be present, or refuse access at the scheduled time, we may charge a cancellation fee to cover lost time, travel, or preparation costs. The amount of any such charge will be reasonable and proportionate to the circumstances. If we have already incurred special costs for equipment, materials, or third-party arrangements, those costs may also be recoverable where lawful.
We may reschedule or cancel an appointment where there are operational issues, adverse weather, staff illness, equipment failure, or other events beyond our reasonable control. Where possible, we will give notice promptly and offer an alternative appointment. We are not liable for inconvenience caused by rescheduling where the reason is outside our control, although we will always seek to act fairly and communicate clearly. If the service cannot be performed because of unsafe conditions, inadequate access, or failure to meet the customer obligations described in these terms, we may treat the booking as cancelled by you and apply a reasonable fee.
Time is not ordinarily of the essence unless we expressly agree otherwise in writing. Appointment times are often given as estimated arrival windows because travel conditions, parking, and the duration of earlier jobs may affect timing. We will use reasonable efforts to arrive within the agreed window, but we do not guarantee exact arrival times. If a delay is expected, we will aim to keep you informed. No compensation will be due for minor delays unless required by law or unless a specific guarantee has been agreed in writing.
4. Service Standards and Customer Responsibilities
We will perform the service with reasonable care and skill, using equipment and cleaning methods we consider suitable for the material and condition of the items being treated. Cleaning outcomes can vary depending on fibre type, age of staining, previous treatment, wear, sun bleaching, dye instability, and general condition. While we aim for a high standard of professional carpet cleaning, we do not guarantee complete removal of all stains, odours, or marks, especially where they are permanent, deeply set, or caused by pre-existing damage. Some materials may have inherent limitations that prevent full restoration.
You must tell us about any known risks before work begins, including loose seams, weak backing, colour loss, torn fabric, existing dampness, fungal growth, infestation, or hidden damage. If you fail to disclose relevant information, we are not responsible for deterioration that arises from that omission. Where necessary, we may decline to clean an item if we believe the risk of damage is too high. We may also limit the scope of work to certain areas or methods only. Any advice we provide about suitability, maintenance, or aftercare is given in good faith but does not create a warranty unless expressly confirmed in writing.
After completion, you should inspect the treated areas as soon as reasonably possible and notify us of any concerns promptly. Continued use of a carpet, rug, or upholstered item may affect our ability to assess an issue. Claims raised long after completion may be difficult to verify. We encourage reasonable ventilation and drying time following service, and you should follow any aftercare instructions we provide. Where the cleaning process involves moisture, some residual dampness, odour release, or temporary texture changes may occur and are not automatically evidence of fault.
5. Liability and Limitations
Nothing in these terms limits or excludes our liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation, or any other liability that cannot lawfully be excluded under UK law. Subject to that, our liability is limited in the ways described below. We are not responsible for loss or damage caused by pre-existing defects, inherent weakness, wear and tear, hidden flaws, or any condition that makes an item unsuitable for cleaning by normal professional methods. This applies whether the issue is visible or only becomes apparent during the service.
If damage occurs and is directly caused by our negligence, our liability will be limited, at our option, to the cost of repairing the relevant item, the cost of cleaning the item again, or the fair market value of the item immediately before the damage occurred, whichever is lower and reasonable in the circumstances. We will not be liable for indirect or consequential losses, including loss of profit, loss of business, loss of opportunity, or loss arising from temporary inability to use the property, except where such exclusion is not permitted by law.
You are responsible for removing or safeguarding items of particular value, sentimental importance, or fragility before we commence work. This includes cash, jewellery, documents, artwork, ornaments, electronic devices, and other valuables unless you have specifically asked us to handle them and we have agreed in writing. We do not accept responsibility for items left in areas being cleaned unless loss or damage is caused by our negligence and is proven in accordance with these terms. Any claim must be notified promptly and supported by reasonable evidence.
6. Waste, Disposal, and Environmental Compliance
We operate in accordance with applicable UK waste regulations and environmental obligations. Any waste generated in the course of providing services, including contaminated water, disposable cloths, packaging, residues, and debris, will be handled responsibly. Where waste must be removed from the site by us, we will do so only in a lawful manner and with appropriate care for environmental impact. You agree that we may use cleaning products, extraction methods, and disposal practices that we consider appropriate and compliant with legal requirements and product safety guidance.
You must not ask us to dispose of prohibited, hazardous, or regulated waste unless this has been expressly agreed and the necessary legal arrangements have been made. If we encounter materials that may be classified as hazardous, such as biological contamination, asbestos-related debris, chemicals, or other dangerous substances, we may stop work immediately and require specialist handling. Additional charges may apply where unusual disposal, specialist equipment, or additional protective measures are necessary. We are not responsible for improper waste disposal caused by inaccurate information supplied by you or by hazardous materials not reasonably identifiable in advance.
Any packaging, containers, or consumables left behind remain your responsibility unless we agree to remove them. Where cleaning generates wastewater, we will take reasonable care to prevent unnecessary spillage or contamination. However, you remain responsible for notifying us of drains, fittings, surfaces, or systems that are delicate or defective. If the property has special requirements relating to waste handling, drainage, recycling, or environmental restrictions, you must inform us before the appointment.
7. Complaints, Force Majeure, and General Provisions
If you are dissatisfied with any aspect of the service, you should inform us as soon as reasonably possible so that we can investigate and, where appropriate, offer a practical remedy. We may request photographs, access to the item or area, and a reasonable opportunity to inspect the alleged issue. We will handle complaints fairly and in line with consumer law where applicable. However, complaints raised after substantial time has passed may be harder to assess because carpets, upholstery, and rugs continue to be used after cleaning and may naturally change in appearance.
We shall not be in breach of these terms, nor liable for any failure or delay in performance, to the extent that such failure or delay is caused by events beyond our reasonable control. This includes severe weather, transport disruption, accidents, labour disputes, fire, flooding, power failure, public health restrictions, or supply issues affecting equipment or materials. If such an event occurs, we will use reasonable efforts to resume or rearrange the service and to minimise any inconvenience caused.
If any part of these terms is found to be invalid, illegal, or unenforceable, that part will be treated as modified to the minimum extent necessary to make it valid if possible, or severed if not, and the rest will continue to apply. No failure or delay by us in enforcing any right or remedy shall operate as a waiver of that right or remedy. These terms constitute the entire agreement between you and us regarding the relevant service, unless varied in writing. Any change must be agreed by both parties.
8. Governing Law and Jurisdiction
These Terms and Conditions, and any dispute or claim arising out of or in connection with them, shall be governed by and interpreted in accordance with the laws of England and Wales. If you are ordinarily resident in Scotland or Northern Ireland, mandatory local consumer protections may continue to apply where required by law, but the governing law of the service agreement will remain as stated unless otherwise required by statute. The parties agree that the courts of England and Wales shall have exclusive jurisdiction, except where consumer law provides otherwise.
By booking a service with Nottinghill Carpet Cleaners, you acknowledge that you have read, understood, and agreed to these terms. They are intended to support a transparent and reliable service relationship for both domestic and commercial customers. If you do not agree with any part of these terms, you should not proceed with a booking. Continued engagement with our services after any update to these terms will be treated as acceptance of the revised version to the extent permitted by law.
