Lambeth Carpet Cleaners Terms and Conditions

These Terms and Conditions set out the basis on which Lambeth Carpet Cleaners provides domestic and commercial carpet cleaning services, together with related cleaning services such as upholstery cleaning, stain treatment, and rug care where agreed in advance. By making a booking, the customer confirms that they have read, understood, and accepted these terms. These conditions are designed to be clear and practical, while also reflecting the standards expected under UK consumer law and general contract principles.

For the purposes of these terms, references to “we”, “us”, and “our” mean Lambeth Carpet Cleaners, and references to “you” and “your” mean the customer, client, occupier, landlord, letting agent, business owner, or authorised representative placing the booking. These terms apply to all quotations, appointments, services, and related communications unless we agree otherwise in writing. If any part of these terms is found to be unlawful or unenforceable, the remaining sections will continue in effect.

These terms are intended to complement, not replace, the rights available to consumers under the Consumer Rights Act 2015 and any other relevant UK legislation. Nothing in these conditions limits rights that cannot legally be limited. Where the service is provided to a business customer rather than a consumer, different rules may apply by agreement, but any such variation will only be valid if confirmed in writing.

1. Booking Process

A booking is normally made when you request a quote, accept our proposed service, and we confirm an appointment slot. A quotation may be given verbally, by email, or through another written method, and may be based on room count, carpet area, property type, fabric condition, access issues, stain severity, and the type of cleaning required. Unless stated otherwise, all quotations are estimates based on the information you provide. If the actual service required differs from the description given at booking, we may revise the price before starting work.

It is your responsibility to give accurate information when arranging carpet cleaning services. This includes informing us about delicate fibres, heavy soiling, past treatments, pet contamination, water damage, mould, permanent staining, or any factor that may affect the cleaning process. If access to the property is restricted, or if parking, lift access, electricity, or water supply are unavailable, the appointment may be delayed, adjusted, or rescheduled. We may refuse or modify the service if the property is unsafe, unhygienic, or unsuitable for the requested work.

Our technicians will use reasonable skill and care to deliver the service agreed. However, any cleaning outcome depends on the age and condition of the textile, the nature of the marks present, and the limits of the material itself. We cannot guarantee the removal of all stains, odours, or wear patterns, particularly where damage is permanent or where previous cleaning attempts have fixed the problem into the fibres. Any promise of result should be understood as subject to professional assessment on site.

2. Pricing and Payment

Prices are normally communicated before work begins and may be expressed as fixed rates or as charges based on time, room size, item count, or a combination of these factors. Unless otherwise stated, all prices are shown in pounds sterling and may be subject to VAT if applicable. Any additional work requested after the original booking may be charged separately. Examples include extra stain treatment, deodorising, deep pre-treatment, additional furniture moving, or cleaning of areas not included in the original scope.

Payment terms will be confirmed at the time of booking or upon arrival. We may require full payment immediately after completion, or a deposit in advance where the booking is large, urgent, or out of the ordinary. Accepted methods of payment may include bank transfer, debit card, credit card, or another method agreed in writing. If payment is due on completion, it must be made without unreasonable delay. We reserve the right to charge interest on overdue sums and to recover any reasonable costs associated with debt collection where permitted by law.

Discounts, promotional offers, and special rates are offered at our discretion and may be withdrawn or changed at any time before a booking is accepted. Any quote will remain valid for the period stated in writing, or, if no period is stated, for a reasonable time only. If a customer requests a change to the original service after the quote has been issued, we may revise the price accordingly. The final amount payable will reflect the actual service delivered, any agreed add-ons, and any unavoidable adjustments made in line with the customer’s instructions or the property’s condition.

3. Cancellations, Rescheduling, and Missed Appointments

If you need to cancel or reschedule, please notify us as soon as reasonably possible. Cancellations made with sufficient notice may not incur a charge, but late cancellations may result in a fee to reflect the lost appointment and any preparatory costs. Where a deposit has been paid, it may be non-refundable in whole or in part if the cancellation occurs after we have reserved time, staff, and equipment for your booking. The exact treatment of deposits will be explained at the point of booking.

If we arrive at the property and are unable to access the premises, are prevented from entering, or find that the service cannot proceed for reasons outside our control, the appointment may be treated as a missed visit. In such cases, a call-out fee or the full booked amount may be charged, especially where our team has already travelled, set up equipment, or allocated a time slot specifically for you. We may also charge where essential conditions for the service, such as safe access or power, are not available.

We reserve the right to reschedule or cancel a booking if we are affected by events beyond our reasonable control, including severe weather, transport disruption, equipment failure, staff illness, or emergency circumstances. Where this happens, we will use reasonable efforts to offer an alternative appointment. We will not normally be liable for losses caused by a postponement, provided we act reasonably and keep you informed as soon as possible.

4. Liability and Limitations

We will carry out the cleaning service with reasonable care and skill. However, we are not responsible for pre-existing damage, hidden defects, structural weaknesses, loose seams, unstable dyeing, damaged backing, or deterioration caused by age and wear. Some carpets and textiles react unpredictably to moisture, heat, agitation, or chemical treatment. It is your responsibility to tell us about any known sensitivities, previous repairs, or manufacturer instructions. If you ask us to proceed despite a warning, you accept the associated risk to the extent permitted by law.

Our liability for loss or damage arising from our negligence is limited to the reasonable cost of repair or replacement, taking into account the age, condition, and value of the item before the incident. We do not exclude liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot be excluded under UK law. We are not liable for indirect or consequential losses, including loss of profit, loss of business opportunity, or emotional distress, except where such exclusion is prohibited.

If you believe damage has occurred during the service, you must notify us within a reasonable time and provide an opportunity to inspect the affected item before repairs or further cleaning take place. You should not arrange third-party work without first giving us a chance to assess the issue, unless doing so is necessary to prevent further damage. Any claim must be supported by relevant information, such as photographs, invoices, or an explanation of the circumstances. This helps us handle matters fairly and efficiently.

5. Customer Responsibilities

Before the appointment, you should remove small personal items, fragile objects, and valuables from the areas to be cleaned. Where furniture moving is requested, please note that only items that can be moved safely by one or two technicians under normal conditions will usually be handled. We may decline to move heavy, fixed, valuable, or awkward items, including pianos, antiques, electronics, or objects that could damage the floor or pose a safety risk.

You must ensure that the property is reasonably safe and that we are informed of any hazards, including exposed wiring, leaking pipes, pests, bodily fluids, broken glass, or toxic substances. If the area contains contamination that requires specialist treatment, we may stop work and recommend a more appropriate contractor. You also agree to provide any relevant access arrangements, such as entry instructions, parking permissions, or building rules, so the appointment can proceed efficiently.

If children, pets, tenants, visitors, or other third parties are present during the service, you are responsible for their supervision. We may need to keep doors open briefly, use hoses or cords, or leave treated areas to dry. Please keep people and pets away from wet or freshly cleaned areas until they are safe to use. Any failure to follow aftercare instructions may affect the result and may reduce or remove our responsibility for subsequent issues.

6. Waste Regulations and Disposal

We operate in accordance with applicable UK waste and environmental rules, including the duty to handle waste responsibly and to avoid unlawful disposal. During carpet cleaning, waste water, removed debris, vacuumed matter, packaging, and other residues may be collected and disposed of in a lawful manner. Where disposal requires specialist handling, we will follow appropriate procedures and use reasonable care to ensure that contaminated or unsuitable waste is not discharged or abandoned improperly.

The customer must not ask us to dispose of hazardous materials unless this has been agreed in advance and we are legally and operationally able to handle them. Hazardous waste may include asbestos-related material, chemical residues, clinical waste, or substances requiring special licensing or treatment. If such material is discovered during the service, we may stop work immediately and advise that specialist disposal is required. Any additional costs arising from lawful waste handling or specialist collection may be charged to you if the matter was not disclosed beforehand.

Any property or contents removed from the premises for disposal remain your responsibility until we have agreed in writing to dispose of them. We may choose to decline disposal requests where there is uncertainty about legality, safety, or contamination. We will always aim to minimise environmental impact, use cleaning products responsibly, and ensure that waste management practices are in line with the law and industry standards.

7. Complaints, Service Issues, and Remedies

If you are unhappy with any part of the service, you should notify us promptly and describe the issue clearly. We may request photographs, a site visit, or another reasonable method of review. Where we consider that a service has fallen below an acceptable standard, we may offer a re-clean, corrective work, a partial refund, or another appropriate remedy. The choice of remedy will depend on the facts, the nature of the issue, and what is reasonable in the circumstances.

Complaints should be raised as soon as possible after the service, and no later than a reasonable period after completion, to allow us to inspect the relevant area while the condition is still fresh. Normal wear, natural re-soiling, and problems caused by poor aftercare are not grounds for complaint. If you have used other products or contractors after our visit, this may affect our ability to assess the matter fairly.

Our goal is to resolve concerns in a professional and proportionate way. Nothing in this section prevents you from relying on your statutory rights where applicable. However, we ask that you give us a fair opportunity to address any issue first, as this often provides the quickest and most practical solution for both sides.

8. Governing Law and General Provisions

These terms and any dispute or claim arising from them are governed by the laws of England and Wales. The courts of England and Wales will have exclusive jurisdiction, except where consumer law provides otherwise. If any clause in these terms is held to be invalid, unlawful, or unenforceable, that clause will be treated as deleted to the minimum extent necessary, and the rest of the terms will remain effective.

We may update these Terms and Conditions from time to time to reflect changes in our service, legal obligations, or operational requirements. The version in force at the time of booking will usually apply to that booking unless a later version is expressly agreed. By continuing with a booking after being notified of amended terms, you indicate acceptance of the revised wording to the extent permitted by law.

These Terms and Conditions represent the full agreement between the customer and Lambeth Carpet Cleaners regarding the service, unless varied in writing by authorised agreement. No waiver of any term will be valid unless we choose to act on it in writing or by clear conduct. For the avoidance of doubt, headings are included for convenience only and do not affect interpretation.