New Addington Carpet Cleaners Terms and Conditions
These Terms and Conditions set out the basis on which New Addington Carpet Cleaners provides domestic and commercial carpet cleaning services, together with related upholstery, rug, stain treatment, and fibre care services. By making a booking, you agree to be bound by these terms, which are designed to create a clear understanding between the customer and the service provider. These terms apply to all standard cleaning appointments, repeat visits, and any additional work agreed during the course of a service. If any part of these terms is unclear, the customer should review them carefully before confirming a booking.
For the purposes of these Terms and Conditions, references to “we”, “us”, and “our” mean the carpet cleaning business trading as New Addington Carpet Cleaners, and references to “you” and “your” mean the person, business, or organisation booking the service. These terms are intended to be read alongside any written quote, service description, or confirmation issued in relation to your appointment. Where a specific agreement is made in writing and differs from these terms, that specific agreement will take precedence only to the extent required to resolve the inconsistency.
We reserve the right to update these terms from time to time. The version applicable to your booking will usually be the version in force at the time your appointment is confirmed, unless a later change is required by law or is expressly agreed between the parties. Continued use of our services after any update will be taken as acceptance of the revised terms. Customers are encouraged to keep a copy of the terms applicable to their booking for their own records.
Booking Process
All bookings with New Addington Carpet Cleaners are subject to availability and acceptance by us. A booking request may be made by the customer through the usual booking channels, and no appointment is confirmed until we have acknowledged the request and agreed a date, time, and scope of work. Any quote provided before confirmation is based on the information supplied by you and may be adjusted if the actual service requirements differ from those originally described. Accurate information about room sizes, carpet condition, access, and any known staining or special treatment requirements is important to ensure a suitable appointment is arranged.
It is your responsibility to ensure that the service details are correct at the time of booking. If the area to be cleaned, the carpet type, or the level of soiling has been misdescribed, we may need to revise the quotation, adjust the schedule, or decline to carry out certain parts of the work. We may also ask questions in advance in order to determine whether specialist equipment, additional drying time, or a particular cleaning method is needed. Where a customer requests an on-site assessment before booking, any such visit may be chargeable unless expressly stated otherwise.
Bookings may be subject to a minimum call-out charge, minimum service fee, or a required set-up time, especially where specialist equipment or repeated visits are needed. Appointment times are usually provided as estimated arrival windows rather than exact times, because travel conditions, job complexity, and previous appointments can affect the schedule. We will make reasonable efforts to attend within the stated period, but a minor delay will not normally entitle the customer to compensation or cancellation unless the delay becomes unreasonable and is caused solely by us.
Any changes to a confirmed booking should be requested as early as possible. We will do our best to accommodate reasonable amendments, but changes may not always be possible if preparation has already started, staff have been allocated, or equipment has been assigned. If a customer wishes to add services on the day of appointment, the additional work will be undertaken only if time, access, and equipment allow, and any extra charge will be agreed before the work begins. A booking may also be refused if the property condition, access arrangements, or safety concerns make the job unsuitable.
It is your responsibility to ensure that someone is present at the property, or that suitable access is provided, at the time agreed. If no one is available and access cannot be obtained, the appointment may be treated as a cancellation by the customer and a charge may apply. Where keys, codes, or access instructions are supplied in advance, you confirm that you are authorised to provide them and that we may rely on them for entry. We will take reasonable care of any keys or access devices entrusted to us and will return them as agreed once the service is completed.
Payments and Charges
All prices are quoted in pounds sterling unless otherwise stated. Prices may be provided as fixed fees, estimates, or calculated on the basis of room size, item type, or level of cleaning required. Estimates are not guarantees where the actual work differs from the details supplied at the time of quotation. If the scope changes during the appointment, we may revise the final price to reflect the additional labour, materials, or time required. Any additional charge will be explained before work continues where reasonably practicable.
Payment terms will be confirmed at the time of booking or before the service begins. In most cases, payment is due immediately on completion of the service, unless another arrangement has been agreed in writing in advance. We may accept cash, bank transfer, debit card, or other payment methods as made available from time to time. We are not obliged to release invoices, receipts, or completion records until payment has been received in full, and any late payment may result in follow-up charges where permitted by law.
Where a deposit is requested, the deposit secures the booking and may be used to cover administrative costs if the customer cancels late or fails to provide access. Deposits are generally non-refundable except where we cancel the appointment or where refunding the deposit is required by law. If a service is partially completed because of issues beyond our control, including unsafe access, hidden damage, or refusal of reasonable instructions, payment may still be due for all completed work and materials used. Interest or recovery costs may be added to overdue sums where lawful.
Cancellations, Postponements, and No-Shows
Customers may cancel or postpone a confirmed appointment by giving notice as soon as possible. A cancellation made with adequate notice, usually at least 24 to 48 hours before the scheduled start time, will normally be accepted without charge, although any deposit may still be retained if permitted under the booking terms. Cancellations made at short notice may be charged in full or in part to cover lost time, scheduling disruption, and preparation costs. The exact charge may depend on the amount of notice provided and whether resources have already been allocated.
If we need to cancel or reschedule, we will notify you as soon as reasonably possible and offer an alternative appointment where available. We will not be responsible for indirect losses resulting from a change to the schedule, such as lost earnings, missed events, or inconvenience, unless this results from our negligence or a legal duty that cannot be excluded. Delays caused by traffic, weather, equipment failure, illness, or other events outside our reasonable control may require the appointment to be moved without liability for compensation. We will always aim to communicate clearly and promptly in such situations.
If you fail to provide access, refuse the service, or are not available at the agreed time, we may treat the booking as cancelled by you and charge a reasonable fee. Repeated failed appointments or persistent last-minute changes may lead to refusal of future bookings. Where a customer cancels after we have arrived on site, we may charge the full appointment fee if no meaningful work can be completed. These provisions are intended to cover genuine business losses and are not designed to penalise customers unfairly.
Service Standards and Customer Responsibilities
We will use reasonable skill and care in providing carpet cleaning services in accordance with industry practice and the condition of the materials being cleaned. However, results can vary depending on fibre type, age, prior treatment, level of wear, staining, and previous cleaning history. No guarantee can be made that all stains, odours, or marks will be fully removed. Some substances may be permanent, and some carpets may respond differently to the cleaning method used. Any statements about likely results should be treated as estimates based on typical outcomes, not as absolute promises.
You are responsible for informing us of anything that may affect the service, including hidden damage, weak seams, loose fittings, electrical hazards, fragile furniture, water-sensitive materials, or areas previously treated with specialist products. You should also remove small personal items, valuables, and breakables from the area before the appointment unless we have agreed to assist with this task. We may move light furniture where appropriate, but we are not required to move heavy, fixed, or hazardous items unless specifically agreed in advance and it is safe to do so.
Before cleaning begins, you should ensure that the property is reasonably prepared and that access to water, electricity, and the working area is available. If the environment is unsafe, excessively cluttered, or unsuitable for cleaning, we may pause or cancel the work and charge for time already spent. Customers should also allow for drying time and avoid walking on treated areas until they are sufficiently dry. We are not responsible for re-soiling, tracking, or damage caused by use of the area before recommended drying is complete.
Where antimicrobial, deodorising, or stain treatment products are used, you must follow any aftercare instructions provided. Failure to do so may affect the outcome and may void any limited service warranty or re-treatment offer. Any warranties or re-clean promises, if offered, are limited to the specific service described and do not extend to unrelated parts of the carpet, to damage already present, or to problems caused by the customer after the cleaning has been completed.
Liability and Limits of Responsibility
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 or consequential losses, including loss of profit, business interruption, loss of enjoyment, or loss arising from delay, except where required by law. Our total liability arising out of any one booking will normally be limited to the amount paid for the relevant service, unless a higher amount is required by statute.
We will take reasonable care when working in your property, but some risk of minor disruption is inherent in carpet cleaning. This may include temporary dampness, slight odour from cleaning products, or the release of pre-existing staining that becomes visible during treatment. We are not responsible for deterioration that results from normal wear and tear, hidden defects, or the age and condition of the carpet. If an item is fragile, poorly assembled, or already damaged, we may ask you to remove it from the area before cleaning or accept that we cannot be responsible for its condition.
Where damage is alleged, you must notify us as soon as reasonably possible and allow us a fair opportunity to inspect the issue before repairs or replacement are arranged by anyone else. We may request photographs, access to the area, and details of the circumstances so that we can investigate properly. Any claim must be supported by reasonable evidence and must not exceed the actual loss suffered. We will not be liable for damage caused by poor installation, defective materials, or pre-existing conditions that were not caused by our work.
Waste, Disposal, and Environmental Compliance
As part of our operations, we may generate waste water, used filters, soil extraction residue, packaging, and other cleaning-related waste. We will handle and dispose of waste in accordance with applicable waste management and environmental regulations in the United Kingdom. We aim to act responsibly and to avoid unlawful discharge, contamination, or improper disposal. Where specialist waste handling is required, we may pass on reasonable additional charges for collection or compliant disposal if those costs arise from the nature of the service or the materials being treated.
Customers must inform us if the property contains materials that require special handling, such as hazardous residues, biohazards, mould-contaminated textiles, or items affected by chemicals or bodily fluids. We are not obliged to clean or remove hazardous materials unless we have expressly agreed to do so and have the appropriate procedures in place. If waste is found on site that cannot lawfully be processed as ordinary cleaning residue, we may stop work, seek further instructions, or decline the task altogether. Any resulting charges for attendance, assessment, or partial completion may still apply.
We may also refuse to handle items that are restricted by law or by our own safety procedures. Customers remain responsible for ensuring that carpets, rugs, and upholstery presented for cleaning are lawfully in their possession and are not subject to any disposal restrictions. If the service generates water or waste that requires drainage or collection, you must ensure there is lawful and suitable access for that process. We are not responsible for third-party disposal arrangements unless we have explicitly agreed to manage them on your behalf in writing.
Where cleaning chemicals or waste materials are left on site after completion, they should be stored or disposed of only in accordance with the instructions we provide. Do not mix any chemical residues with other household products unless instructed to do so. If you ask us to remove old cleaning products or related waste, any such removal will be undertaken only where permitted by law and may be subject to an extra fee. Our waste practices are intended to comply with relevant duty of care obligations and to support safe, lawful service delivery.
General Provisions
We may subcontract or assign any part of the service to a suitably qualified person or business where necessary, provided that the standard of service remains consistent with these terms. You may not transfer your booking or any rights arising from it to another person without our prior consent. If any provision of these Terms and Conditions is found to be invalid or unenforceable, the remaining provisions will continue in full force. Failure by us to enforce a right on one occasion does not waive that right on any other occasion.
These terms, together with the quote or booking confirmation, form the entire agreement between you and us in relation to the service. Any oral statement made before the booking is confirmed will not override these terms unless it is later confirmed in writing. If a dispute arises, both parties should first attempt to resolve it reasonably and in good faith. Nothing in these terms prevents either party from seeking legal advice or pursuing lawful remedies where necessary. Customers should keep their confirmation details and any relevant records until the service has been completed and any issue resolved.
The headings in these Terms and Conditions are provided for convenience only and do not affect interpretation. Words in the singular include the plural and vice versa where appropriate. References to any law or regulation include amendments, re-enactments, and replacement provisions from time to time. These terms are drafted to be practical and clear for customers of carpet cleaners in New Addington while remaining suitable for general legal use.
Governing Law
These Terms and Conditions are governed by the laws of England and Wales. Any dispute or claim arising out of or in connection with a booking, the provision of services, or these terms shall be subject to the exclusive jurisdiction of the courts of England and Wales, unless mandatory consumer law provides otherwise. If you are a consumer, your statutory rights are not affected by any provision in these terms. Where a legal duty applies, it will take priority over any conflicting wording in this document.
By proceeding with a booking, you acknowledge that you have read, understood, and agreed to these Terms and Conditions. If you do not accept any part of them, you should not confirm the appointment or allow the service to commence. These terms are intended to provide a fair and workable framework for both sides, ensuring that carpet cleaning services are delivered with clarity, professionalism, and appropriate legal protection.
New Addington Carpet Cleaners may rely on these Terms and Conditions for every booking unless a separate written agreement is made and signed by both parties. The customer’s obligation to provide truthful information, timely access, and prompt payment remains central to the service relationship. With those responsibilities in place, our cleaning services can be carried out efficiently, safely, and in accordance with applicable UK standards.
