Terms and Conditions for Paddington Carpet Cleaners

These Terms and Conditions set out the basis on which Paddington Carpet Cleaners provides professional carpet, upholstery, and related domestic or commercial cleaning services. By making a booking, confirming an appointment, or allowing access to the property for the performance of any service, the customer agrees to be bound by these terms. These terms are intended to be fair, clear, and consistent with UK consumer law and relevant business regulations.

For the purpose of these Terms and Conditions, the words “we”, “us”, and “our” refer to Paddington Carpet Cleaners, and “you” or “the customer” refer to the person, business, landlord, tenant, or authorised representative placing the booking. These terms apply to all carpet cleaning services, including stain treatment, deep cleaning, stain protection, rug cleaning, sofa cleaning, and other agreed specialist cleaning work.

By booking a carpet cleaning service, you confirm that you are at least 18 years old and legally capable of entering into a binding contract. If you are booking on behalf of another person or organisation, you confirm that you have authority to do so. You also confirm that any information provided during the booking process is true, complete, and accurate to the best of your knowledge.

Booking Process

All bookings are subject to availability and acceptance by us. A booking may be made by telephone, email, online form, message service, or any other channel we make available from time to time. When you request a booking, we may ask for details such as the type of carpet cleaning required, room sizes, fibre type, stain concerns, access arrangements, parking or entry restrictions, and any special instructions that may affect the work.

Once a booking request is received, we may provide an estimate or quotation. Any quotation is based on the information supplied by you and may be subject to change if the actual condition of the carpets, access requirements, or scope of work differs from the details originally provided. A booking is only confirmed once we have accepted it and, where applicable, received any required deposit or pre-authorisation.

We will use reasonable care to attend at the agreed date and time. However, appointment windows may be adjusted because of traffic, weather, operational delays, or circumstances beyond our control. Where possible, we will notify you of any significant change. You agree to provide safe, suitable, and reasonable access to the property and to ensure that the areas to be cleaned are ready for service at the agreed time.

If you fail to provide access, if no responsible person is present where required, or if the property is not suitable for the service booked, we may treat the appointment as a cancelled visit and charge a reasonable call-out or wasted journey fee. We may also refuse to carry out the work where we consider that conditions are unsafe, unhygienic, or otherwise inappropriate for professional cleaning.

Any special request, including treatment of delicate fabrics, heavily soiled areas, or items with previous damage, must be disclosed before the booking is confirmed. We reserve the right to decline work that is outside our normal service scope or that requires specialist restoration beyond standard carpet cleaning services.

Payment terms will be confirmed at the time of booking or before the service begins. We may require a deposit for larger jobs, commercial work, repeated appointments, or services scheduled at peak times. Unless agreed otherwise in writing, the balance of the invoice is due on completion of the work and must be paid in full without deduction, withholding, or set-off.

We accept the payment methods notified during booking or on invoice. You are responsible for ensuring that payment details are correct and that sufficient funds are available. If payment is made by bank transfer, card, or other electronic method, the payment must be cleared within the time stated on the invoice. We do not have to release any documentation, receipts, or completion records until payment is received in full.

Any estimate provided before inspection is an indication only and not a fixed price unless expressly stated otherwise. Additional charges may apply where the service is extended, where extra rooms or items are added on the day, or where the condition of the carpet requires more labour, specialist chemicals, or multiple passes than originally anticipated. Any material price change will be explained as soon as reasonably practicable.

Late payment may result in administration charges, interest, or recovery costs where permitted by law. We reserve the right to suspend future services, cancel ongoing arrangements, or pursue legal recovery for unpaid invoices. If a payment is reversed, charged back, or otherwise cancelled without valid reason, you agree to reimburse us for the value of the service, any bank charges, and any associated administrative costs.

Cancellation and Rescheduling

You may cancel or reschedule a booking by giving reasonable notice. For standard domestic carpet cleaning services, we ask for at least 24 hours’ notice where possible. Short-notice cancellations may incur a fee to cover administration, allocated labour, and loss of scheduled trading time. Where a deposit has been paid, it may be retained in part or in full to reflect the costs already incurred, subject always to applicable consumer law.

If you wish to cancel after we have already attended the property or after work has commenced, you may be charged for the time spent, products used, and any other reasonable costs incurred up to that point. If access is not provided, keys or codes are not available, or the service cannot proceed due to reasons within your control, the booking may be treated as a late cancellation or missed appointment.

We may cancel or reschedule a booking where necessary due to illness, equipment failure, vehicle issues, safety concerns, adverse weather, or other events outside our control. In such cases, we will use reasonable efforts to rearrange the service at a convenient time. Our liability for inconvenience caused by a rescheduled appointment is limited to the extent allowed by law.

Where a service is arranged for a specific date because the cleaning is linked to a move, tenancy end, sale, or other deadline, you remain responsible for allowing sufficient time for the work to be completed. We cannot guarantee that every stain or odour will be fully removed, particularly where fibres are old, damaged, or previously treated with unsuitable products.

We will use reasonable skill and care when carrying out all cleaning work. We aim to provide a professional carpet cleaning service using appropriate methods for the materials and condition described. However, results can vary depending on carpet age, fibre composition, manufacturing quality, pre-existing wear, previous cleaning history, and the nature of any stains or contamination.

You are responsible for removing fragile items, personal belongings, valuables, ornaments, and breakables from the areas to be cleaned unless we have expressly agreed otherwise. We may move light furniture as part of the service, but we are not obliged to move heavy, fixed, electrical, or hazardous items. Any items moved by us are handled at your risk unless damage is caused by our negligence.

It is your responsibility to disclose known risks, including underlay damage, loose seams, colour instability, weakened fibres, pet contamination, damp, mould, or pre-existing marks. If you ask us to clean an item that is already damaged or fragile, you accept that cleaning may expose or worsen the underlying condition. We do not accept responsibility for defects that existed before the service started.

Liability

Nothing in these Terms and Conditions limits or excludes liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot be limited or excluded under UK law. Subject to that, we shall not be liable for indirect, consequential, or economic losses that were not reasonably foreseeable at the time the contract was formed.

Where a claim arises from our performance of the service, our total liability shall be limited to the amount paid or payable for the specific service giving rise to the claim, except where a higher limit is required by law. We will not be responsible for loss or damage caused by your failure to follow our instructions, by hidden defects, by unsuitable carpet condition, or by events outside our reasonable control.

If you believe damage has occurred, you must notify us within a reasonable time and before the affected area is altered, re-cleaned, repaired, or replaced by another contractor, unless emergency action is required to prevent further damage. You must allow us a reasonable opportunity to inspect the issue and, where appropriate, to consider a remedy. Failure to do so may affect any claim.

We are not liable for colour loss, dye bleed, shrinkage, pile distortion, seam separation, backing failure, or similar issues where these result from inherent weakness, previous poor maintenance, moisture sensitivity, or manufacturer limitations. Where necessary, we may perform a test patch or decline the use of certain methods or solutions if we believe they may pose a risk to the material.

Any guidance given before or during cleaning is offered in good faith, but you remain responsible for deciding whether to proceed with the service. If you choose to insist on a method we have advised against, you accept responsibility for the associated risk, unless the outcome is caused by our negligence. No statement by any employee creates a warranty beyond what is expressly stated in these Terms and Conditions.

Complaints should be raised promptly so they can be reviewed fairly. We may offer a re-clean, a partial refund, or another reasonable remedy where we determine that our service has not met the standard reasonably expected, taking into account the nature of the work and the condition of the item cleaned. Any remedy offered is without prejudice to your statutory rights.

We operate in accordance with applicable UK waste handling rules and environmental obligations. During carpet cleaning services, waste may include wastewater, used filters, packaging, lint, removed debris, disposable materials, and contaminated residues. We will dispose of our waste responsibly and in line with legal requirements, using appropriate collection and disposal methods.

You must not ask us to dispose of prohibited materials, hazardous waste, sharp objects, needles, chemical containers, bodily fluids beyond the normal scope of cleaning, or any other item that requires specialist handling unless this has been specifically agreed in advance and can be lawfully managed. If such materials are found on site, we may suspend the service until the area is made safe or may refuse to continue.

Where wastewater or cleaning residues must be discharged, you agree to permit us to use the property’s appropriate drainage facilities, provided this is lawful and safe. We will take reasonable care to avoid unnecessary contamination or damage. You remain responsible for ensuring that the property’s plumbing, drainage, and waste disposal arrangements are suitable for the service requested.

Any items removed from the work area and disposed of at your request become your responsibility once disposal has been completed, except where disposal is carried out negligently or in breach of law. If you ask us to remove carpets, underlay, or other materials, any such removal must be agreed in advance and may involve additional charges and compliance steps.

We reserve the right to take reasonable steps to protect our staff, equipment, and vehicles from contamination, including refusing to handle unsafe waste or requiring you to isolate the area before work begins. If specialist waste management is required, we may recommend that the service be postponed until suitable arrangements are in place.

Governing Law

These Terms and Conditions, and any dispute or claim arising from them or their subject matter, shall be governed by and interpreted in accordance with the laws of England and Wales. If you are a consumer, you may have additional rights under mandatory consumer protection law, and nothing in these terms is intended to reduce those rights.

Any dispute not resolved amicably should first be raised in writing so that both parties have a fair opportunity to review the issue and seek a practical resolution. If court proceedings become necessary, the parties agree that the courts of England and Wales shall have jurisdiction, except where applicable law provides otherwise.

Should any part of these Terms and Conditions be found unlawful, invalid, or unenforceable, that part shall be treated as severed to the extent necessary, and the remainder shall continue in full force and effect. No failure or delay by us in enforcing any provision shall be treated as a waiver of that provision.

These terms are designed to support a clear and professional relationship between customers and Paddington Carpet Cleaners. They balance service quality, fair dealing, and legal compliance while recognising that carpet cleaning outcomes depend on many factors outside our control.

By proceeding with a booking, you acknowledge that you have read, understood, and agreed to these Terms and Conditions.

These Terms and Conditions may be updated from time to time to reflect operational changes, legal requirements, or improvements to our services. The version in force at the time of booking will apply unless a later change is required by law or agreed in writing by both parties.