UK Service Terms and Conditions for Norwood Green Carpet Cleaners

These Terms and Conditions set out the basis on which Norwood Green Carpet Cleaners provides domestic and commercial carpet, rug, upholstery, and associated cleaning services in the United Kingdom. By making a booking, the customer agrees to be bound by these terms, together with any written quotation, job confirmation, or special instructions agreed before the visit. For the avoidance of doubt, these terms apply to all carpet cleaning services, whether booked as a one-off appointment or as part of a recurring arrangement. They are intended to create a clear, fair, and transparent service relationship between the customer and the company.

The customer is responsible for ensuring that all information provided during the booking process is accurate and complete. This includes the type of service required, the size and condition of the items to be cleaned, access arrangements, parking limitations, presence of fragile items, and any known issues such as water damage, stains, pest concerns, mould, or pre-existing wear. Any quote provided by Norwood Green Carpet Cleaners is based on the information supplied by the customer and may be adjusted if the actual conditions differ materially from those described at the time of booking.

Unless otherwise stated in writing, all bookings are subject to availability and acceptance by the company. A booking is not confirmed until the company has acknowledged it, either verbally, in writing, or through an accepted online process. The company reserves the right to decline a booking where the requested service is unsuitable, unsafe, outside the scope of operation, or where necessary access or equipment requirements cannot reasonably be met. Customers should review all appointment details carefully, as the service address, the number of items, and the agreed scope will be used to determine the final service charge.

Booking process begins when the customer submits a request for a quotation or service appointment. The company may ask for photographs, approximate measurements, and relevant information to help assess the work. Once a quotation has been issued, the customer may accept it by confirming the appointment and, where required, paying any deposit or advance fee stated in the quotation. The company may also provide an estimate rather than a fixed price where the condition of the textiles or the complexity of the job cannot be assessed fully in advance.

Where a fixed price is agreed, it is based on the service specified and the assumptions made at the time of booking. Any additional tasks requested on the day, including extra rooms, stairs, specialist stain treatment, deodorising, protective treatment, or the cleaning of items not originally included, may be charged separately. The customer authorises the company to amend the price in a reasonable manner where the scope has changed or additional time, products, or equipment are required. The customer may decline any additional work, but the original booked work may still proceed if possible.

The customer must ensure that the premises are ready for the appointment. This includes providing suitable access, moving small personal items where reasonably possible, securing pets, and making sure that water, electricity, and any other necessary utilities are available unless the company has agreed otherwise. If access is delayed, the company may treat the delay as waiting time or, where the delay prevents completion, as a late cancellation or aborted visit. If a vehicle restriction, permit issue, security barrier, or building access procedure applies, the customer must notify the company beforehand.

Payments must be made in accordance with the quotation or invoice issued by the company. Unless otherwise agreed, payment is due on completion of the service and may be made by card, bank transfer, cash, or any other method accepted by the company at the time of booking. If a deposit or prepayment is required, the amount and due date will be stated in advance. Deposits are generally applied to the final invoice unless the booking is cancelled in breach of these terms or the service cannot proceed due to customer fault.

Prices may be stated inclusive or exclusive of VAT depending on the company’s VAT status and the specific service provided. Any applicable taxes will be shown where required by law. The customer agrees to pay all sums due without set-off, counterclaim, or deduction unless required by law. If a payment is returned, reversed, or declined, the customer remains responsible for the amount due and any reasonable bank charges, admin fees, or recovery costs incurred as a result. Late payment may lead to additional charges where permitted by law.

Where the company provides a commercial or periodic service arrangement, invoices may be issued after each visit or on a monthly basis. Payment terms for such accounts will be stated in the agreement or invoice. Failure to pay on time may result in suspension of services until the account is settled. The company reserves the right to request advance payment from customers with a history of late payment or from bookings presenting a higher-than-usual risk of non-payment. Any discount, promotion, or special rate is valid only for the period and conditions stated.

Customers may cancel or reschedule a booking by giving reasonable notice. Unless a different period is stated in the quotation, at least 24 hours’ notice is required to avoid a cancellation fee. If less notice is given, or if the company is unable to carry out the service because the premises are inaccessible, not ready, or the customer is absent at the agreed time, the company may charge a fee to cover lost time, travel, and administration. Where a deposit has been paid, the company may retain all or part of it to the extent necessary to cover such costs.

The company may cancel or reschedule a booking due to staff illness, equipment failure, unsafe conditions, adverse weather, traffic disruption, or other circumstances beyond its reasonable control. In such cases, the company will aim to offer an alternative appointment within a reasonable time. The company will not be liable for any indirect loss arising from a cancellation or rescheduling, provided that it acted reasonably and took appropriate steps to notify the customer. If the company must withdraw from a job because the property is unsafe or the work would create a risk to health, safety, or property, no compensation will be due beyond any refund required by law.

If the customer requests a change to the booking, the company will try to accommodate it, but availability cannot be guaranteed. Changes may affect the price, timing, or staffing of the visit. If a booking is postponed for more than a reasonable period, the company may treat it as a cancellation and rebook it under current rates. Repeated cancellations, frequent no-shows, or abusive behaviour may result in refusal of future services. The company aims to be flexible, but it is entitled to protect its staff, business, and schedule from avoidable disruption.

Liability is limited to the extent permitted by UK law. The company will exercise reasonable skill and care in delivering its services, but it cannot guarantee the removal of every stain, odour, mark, or defect, particularly where fibres are worn, dyed inconsistently, previously treated, or damaged before the cleaning process begins. Some stains may reappear, spread, or remain visible due to hidden contamination, wicking, age, or the chemical composition of the material. The customer accepts that cleaning results vary according to item type, age, condition, and prior maintenance.

The company is not responsible for pre-existing damage, including shrinkage, colour loss, fibre distortion, loose seams, water marks, or structural weakness in carpets, rugs, upholstery, or adjoining fittings. The customer must notify the company of any known fragility, prior repairs, or manufacturer restrictions. Where the customer asks the company to proceed despite a risk warning, the customer accepts responsibility for the outcome to the extent allowed by law. The company may refuse to use a product or method if, in its opinion, doing so could damage the item or create an unsafe result.

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 applicable law. Subject to that, the company’s total liability for any claim arising out of a booking, whether in contract, tort, or otherwise, shall be limited to the amount paid for the specific service giving rise to the claim. The company will not be liable for loss of profit, loss of business, loss of opportunity, or any consequential or indirect losses.

Waste regulations are followed in accordance with applicable UK environmental and waste management laws. The company will dispose of waste generated directly by its own cleaning operations, such as residue, disposable materials, and limited contaminated waste, in a lawful and responsible manner. Any waste transfer, handling, storage, or disposal carried out by the company will be managed in line with relevant duties to prevent pollution, nuisance, or unsafe disposal. Where specialist disposal is required, the company may pass on reasonable costs to the customer if agreed in advance.

The customer remains responsible for removing or declaring any hazardous, restricted, or unusual materials before the service begins. This includes but is not limited to bodily fluids beyond normal cleaning expectations, sharp objects, chemical residues, needles, asbestos, or other regulated substances. The company does not accept liability for waste created by undisclosed hazards or for the improper classification of materials supplied by the customer. If a job reveals potentially hazardous waste, the company may stop work immediately and may require the customer to arrange proper handling through an appropriate contractor or authority.

If any item must be removed from the property for treatment, the company will take reasonable care of it while in its possession, but the customer remains responsible for ensuring that the item is not subject to special disposal rules or ownership restrictions. The company will not remove household refuse or unrelated waste unless this has been agreed in writing. The customer must not ask staff to dispose of prohibited or unreported waste in a manner contrary to law. Any attempt to do so may lead to termination of the service and possible notification to the relevant authorities where required.

The customer must provide a safe working environment. This includes informing the company of children, vulnerable persons, animals, security systems, parking limits, access codes, or any other matters that may affect the service visit. The company may pause or end the job if conditions become unsafe, if staff are threatened or harassed, or if the property contains excessive obstructions that prevent a reasonable standard of work. The customer is responsible for keeping valuables, delicate items, and portable electronics away from the work area.

Where moving furniture is included, the company may move only lightweight and reasonably portable items unless otherwise agreed. Heavy furniture, wall-mounted items, antiques, or items connected to plumbing, electrics, or fixed fittings may be excluded. The customer should empty wardrobes, drawers, and storage compartments before the visit if cleaning around or beneath them is required. The company will not be responsible for disconnection or reconnection of appliances unless this is part of the agreed service and can be done safely by competent staff.

The customer acknowledges that cleaning often involves moisture, extraction, detergents, heat, and mechanical action. During and after the service, surfaces may remain damp, and drying times will vary. The customer should avoid use of the cleaned area until it is sufficiently dry. The company may provide estimated drying information, but this is only indicative and not guaranteed. If the customer uses the area too soon, the company will not be responsible for tracking, re-soiling, staining, or related damage caused by premature use.

In addition to any specific service instructions, the company may refuse to proceed where there is a risk of injury, contamination, or disproportionate damage. This includes situations involving severe infestation, excessive pet waste, extreme soiling, or circumstances where the item is at the end of its useful life. The company may recommend that the customer replace rather than clean some items where cleaning would be ineffective or could worsen the condition. Any such recommendation is offered in good faith and should not be treated as a guarantee of outcome.

The customer agrees not to interfere with equipment, chemicals, or work methods while the service is in progress. Any instruction given by the customer to deviate from normal procedures is followed at the customer’s own risk unless expressly confirmed by the company in writing. The company may take photographs before and after the service for quality control, training, record keeping, or dispute resolution purposes, provided that such use is handled in line with applicable privacy and data protection requirements. No personal data will be used unlawfully or beyond legitimate business purposes.

Any complaint should be raised promptly and in good faith, with enough detail to allow the company to investigate the issue. The company may ask to inspect the relevant area, review photographs, or return to assess the concern where appropriate. If a fault is confirmed and is attributable to the company, it may choose to re-perform the service, offer a partial refund, or provide another reasonable remedy. This is the customer’s sole remedy unless otherwise required by law.

These Terms and Conditions may be updated from time to time to reflect changes in law, business practice, insurance requirements, or service methods. The version in force at the time of booking will apply to that booking unless a newer version is expressly agreed. If any part of these terms is found to be invalid or unenforceable, the remaining provisions will continue in full force. Any failure by the company to enforce a right on one occasion does not waive that right in future cases.

No person other than the customer and the company has any right to enforce these terms under the Contracts (Rights of Third Parties) Act 1999 unless expressly stated otherwise. These terms, together with the quotation or confirmation provided for a particular booking, constitute the entire agreement between the parties for the relevant service. The customer should not rely on any statement or promise that is not recorded in the booking confirmation or otherwise agreed in writing by an authorised representative of the company.

This agreement and any dispute or claim arising from it shall be governed by and interpreted in accordance with the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction over any dispute arising out of or in connection with these terms, the booking, or the services supplied, except where mandatory law provides otherwise. By proceeding with a booking, the customer confirms that they have read, understood, and accepted these service terms.