Terms and Conditions for Nine Elms Carpet Cleaners

These Terms and Conditions set out the basis on which Nine Elms Carpet Cleaners provides carpet cleaning and related domestic or commercial cleaning services in the UK. By making a booking, confirming an appointment, or allowing our operatives to begin work, you agree to be bound by these terms. Please read them carefully before proceeding with any carpet cleaning service, upholstery treatment, stain removal request, or associated cleaning task. These terms are designed to be fair and transparent, and they apply unless we agree something different in writing.

In these terms, references to “we”, “us”, and “our” mean Nine Elms Carpet Cleaners. References to “you” or “the customer” mean the person requesting the service, the account holder, or any person acting on behalf of the person receiving the service. Where a customer books on behalf of a landlord, tenant, business, managing agent, or other third party, that customer confirms they have authority to accept these terms for the relevant premises or service. Any carpet cleaner service we provide is subject to site conditions, access, safety, and the information supplied at the time of booking.

These terms are intended to govern the booking, performance, payment, cancellation, liability, and waste-handling arrangements connected with our carpet cleaning services. They do not affect your statutory rights as a consumer. Nothing in these terms excludes or limits liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud, or fraudulent misrepresentation.

1. Booking process

Bookings may be made by phone, email, online form, messaging platform, or any other method we may offer from time to time. A booking request is only an invitation to treat and does not create a binding contract until we confirm the appointment and, where relevant, receive any required deposit or prepayment. When you request a Nine Elms carpet cleaning appointment, you must provide accurate details about the property, the type and condition of the items or flooring, access arrangements, parking restrictions, and any specific cleaning concerns. If the information provided is incomplete or inaccurate, we may revise the quotation, change the timing, or refuse the service where necessary.

We may offer an estimate, quotation, or fixed-price service. Any estimate is based on the information available at the time and may change if the scope of work changes, if the area is larger than described, if there are additional stains, heavy soiling, special fibres, infestation, odour treatment, or other conditions not disclosed before the appointment. A quotation remains valid for the period stated by us, or, if no period is stated, for a reasonable time only. We reserve the right to decline any job that is unsafe, unreasonable, or beyond our equipment, qualifications, or insurance cover.

2. Access, preparation, and customer responsibilities

You must ensure that we have safe, reasonable access to the property and to the areas requiring cleaning at the agreed date and time. This includes providing keys, codes, entry instructions, parking information, and any building or site rules that may apply. You are responsible for moving fragile, valuable, or loose items unless we have agreed otherwise in writing. Where our operatives assist with moving light furniture, this will be done only at your risk and only where it is reasonably safe to do so.

You must also ensure that the premises are reasonably prepared for the service. This includes disclosing any hidden hazards, loose wiring, damp, damage, pest activity, poor plumbing, or issues that may affect the carpet cleaning process. If carpets, upholstery, rugs, or mats are not suitable for wet cleaning, we may refuse or limit the work. We are not responsible for pre-existing damage, hidden defects, or wear that becomes visible during or after cleaning. The customer should keep children and pets away from the work area until the surfaces are dry and safe to use.

3. Payments and charges

Prices are normally stated in pounds sterling and may be shown as an estimate, hourly rate, fixed price, or price per item or area. Unless agreed otherwise, payment is due on completion of the service and before our team leaves the premises. We may request a deposit or advance payment for larger jobs, recurring contracts, commercial bookings, same-day appointments, or where materials or travel costs are significant. Any deposit may be non-refundable where we have reserved time and resources for your booking, subject always to applicable consumer law.

We accept payment by the methods we notify to you from time to time. If your payment is declined, reversed, or delayed, you remain liable for the full amount due, and we may suspend future services until the outstanding balance is cleared. Additional charges may apply where the work takes longer than expected because of inaccurate information, restricted access, excessive staining, additional rooms or items, waiting time, parking costs, congestion, key collection, or additional treatments requested on site. Any such charges will be explained as soon as reasonably practicable.

Unless the quotation states otherwise, prices do not include extensive restorative work, specialist stain removal guarantees, furniture disassembly, lifting of heavy items, or work that requires third-party trades or equipment. Where a carpet cleaning service requires additional products, drying aids, or specialist processes, we may add a reasonable charge. We reserve the right to correct any obvious pricing error before accepting your booking. All invoices must be paid in full without set-off or deduction unless required by law.

4. Cancellations, postponements, and missed appointments

You may cancel or reschedule a booking by giving us reasonable notice. If you cancel with sufficient notice, we may refund any advance payment less any non-recoverable costs already incurred. If you cancel at short notice, do not provide access, or fail to be present where attendance is required, we may charge a cancellation fee to cover reserved time, travel, administration, and preparatory work. The level of any charge will be reasonable and proportionate to the loss we have suffered.

We may also cancel or reschedule a booking where we cannot safely carry out the service, where access is unavailable, where severe weather, staff illness, vehicle issues, or equipment failure occur, or where the property conditions materially differ from those described. If we cancel for reasons within our control, we will offer a new appointment or refund any prepaid amount relating to the cancelled portion of the service. We are not liable for indirect losses arising from a cancellation or reschedule, provided we act reasonably and in good faith.

5. Service performance, drying, and results

We will use reasonable skill and care in delivering each carpet cleaner service. However, cleaning results can vary depending on fibre type, age of the carpet, prior treatments, existing wear, sunlight exposure, subfloor conditions, and the nature of the marks or contamination. We do not guarantee complete removal of every stain, odour, mark, or allergen, especially where damage is permanent or where the item has been previously treated with unsuitable products. Any examples of likely results are illustrative only and do not amount to a guarantee.

You acknowledge that moisture is often required in the cleaning process and that drying times may vary. We are not responsible for discolouration, shrinkage, texture change, pile distortion, colour loss, wick-back, or browning where these effects arise from pre-existing conditions, unsuitable materials, inadequate maintenance, or inherent risks associated with the fabric or flooring. If you instruct us to clean items that have not been tested, labelled, or identified properly, you accept the associated risk except where our negligence causes avoidable damage.

Any advice provided by our staff about aftercare, drying, re-use, or protection should be followed carefully. You should not replace furniture, walk on treated surfaces, or apply other products until the area is dry or until we advise it is safe. If you fail to follow such advice, we are not liable for resulting damage, re-soiling, odour, or delays in drying. Nothing in this section limits your rights if a service is not carried out with reasonable care and skill.

6. Liability and exclusions

Our liability is limited to losses that are foreseeable and directly caused by our breach of contract or negligence. We are not responsible for loss of profit, loss of business, loss of opportunity, loss of goodwill, or any indirect or consequential loss, to the extent permitted by law. Where we are found liable for damage to an item, our liability will normally be limited to the reasonable cost of repair, replacement, or re-cleaning, whichever is proportionate in the circumstances and consistent with the evidence.

We are not liable for damage caused by items that were already worn, faulty, unstable, poorly maintained, not fit for cleaning, or unsuitable for normal treatment. We are also not liable for damage arising from hidden defects, mould, asbestos, infestations, structural defects, faulty installations, or non-disclosed contamination. Any claim must be supported by reasonable evidence and reported to us as soon as reasonably practicable after the issue is discovered.

If you believe we have caused damage, you must take reasonable steps to prevent further loss and allow us a fair opportunity to inspect the issue before any repairs or replacement are arranged. We may, at our option, inspect, re-clean, repair, or reimburse a reasonable amount. If you dispose of the item, commission work from another contractor without our agreement, or fail to preserve evidence, that may affect any claim. Nothing in these terms excludes liability that cannot legally be excluded under UK law.

7. Waste regulations, disposal, and environmental handling

We operate in line with applicable waste regulations and environmental obligations in the United Kingdom. Any waste generated during our service, including used pads, disposable materials, packaging, residues, or collected debris, will be handled responsibly and disposed of or retained in accordance with relevant legal requirements and our internal procedures. We will not knowingly dispose of controlled, hazardous, or regulated waste on your behalf unless specifically agreed and lawfully permitted.

You must tell us in advance if the premises contain contamination, bodily fluids, chemicals, sharps, asbestos-related material, biohazards, or any item that may require specialist handling. We may refuse to work on affected areas or may charge additional fees where lawful specialist disposal, isolation, or protective equipment is required. The customer remains responsible for ensuring that any waste connected with their own property, activities, or goods is managed in accordance with law, including any obligations concerning duty of care, segregation, and authorised removal.

We may remove and dispose of limited residual waste created by the cleaning process where this is reasonably incidental to the service. However, we do not act as a general waste carrier for household clearances or commercial waste removal unless expressly agreed in writing. If we are required to transport waste that must be documented, segregated, or reported, you must provide accurate information and any necessary paperwork. We may suspend or terminate the service if the waste conditions are unsafe or unlawful.

8. Complaints, variations, and general legal terms

If you are unhappy with any aspect of our carpet cleaning services, you should notify us promptly so we can investigate and, where appropriate, attempt a fair resolution. You agree to give us a reasonable opportunity to inspect the issue and to put matters right where that is appropriate. Any variation to these terms must be agreed in writing by an authorised representative of Nine Elms Carpet Cleaners. If we do not enforce a right immediately, that does not mean we have waived it.

If any part of these terms is found to be unlawful, invalid, or unenforceable, the remaining provisions will continue in full force. These terms form the entire agreement between you and us for the relevant service and supersede any previous discussions, statements, or understandings, whether oral or written, except for any matter that cannot lawfully be excluded. We may update these terms from time to time, and the version in force at the time of booking will generally apply to that service unless a later variation is agreed.

9. Governing law and jurisdiction

These Terms and Conditions, and any dispute or claim arising out of or in connection with them or the services we provide, are governed by the laws of England and Wales. If you are a consumer, you may also benefit from mandatory rights and remedies available under UK consumer legislation. Any dispute not resolved amicably will be subject to the non-exclusive jurisdiction of the courts of England and Wales, unless applicable law provides otherwise.