Terms and Conditions for Docklands Carpet Cleaners

These Terms and Conditions set out the basis on which Docklands Carpet Cleaners provides domestic and commercial cleaning services. By making a booking, confirming an appointment, or allowing our operatives to begin work, you agree to these terms. Please read them carefully before placing a booking for any carpet cleaning service, upholstery treatment, rug care, stain removal, or related cleaning work.

In these terms, references to “we”, “us”, and “our” mean the service provider trading as Docklands Carpet Cleaners, and references to “you” and “your” mean the customer, client, occupier, or person arranging the service. These terms apply to all carpet cleaning services supplied under a booking unless we agree otherwise in writing.

We may amend these terms from time to time to reflect changes in law, service methods, or business operations. The version in force at the time of your booking will generally apply to that booking. Any changes made later will not affect services already accepted unless required by law or specifically agreed by both parties.

1. Booking Process

Bookings can be made by phone, email, online enquiry, or any other method we make available from time to time. A booking request is not a binding contract until we have confirmed the appointment details, including the service type, estimated duration, access arrangements, and any relevant pricing basis. For larger or more complex jobs, we may request photographs, floor plans, or further information before confirming the work.

When you make a booking for Docklands Carpet Cleaners, you must provide accurate and complete information about the items or areas to be cleaned, the condition of the property, known stains, existing damage, parking or access restrictions, and any special requirements. If the information provided is incomplete or inaccurate, we may revise the quote, change the expected completion time, or decline the job where performance would be unsafe or impractical.

We reserve the right to refuse or cancel a booking where we reasonably believe the requested service is unsuitable, unsafe, unlawful, or beyond the scope of our equipment and training. This includes situations where there is a risk of damage to fragile materials, insufficient access for our team, or conditions that may prevent a satisfactory result. Any estimate given before inspection is based on the information available at the time and may change if the actual work differs from what was described.

2. Prices and Quotations

All prices are quoted in pounds sterling unless stated otherwise. Quotations may be based on room size, item type, level of soiling, treatment required, parking conditions, and expected labour time. Unless explicitly stated, quotations are estimates rather than fixed-price guarantees. A revised price may apply where the work required differs materially from the original description, or where additional services are requested on site.

Any discounts, promotional offers, or package rates are subject to availability and may be withdrawn at any time before confirmation. Unless agreed otherwise, quotations do not include remedial treatment for pre-existing damage, specialist stain removal beyond standard methods, or work requiring exceptional access arrangements. We will make reasonable efforts to inform you of any likely change in price before additional work is carried out.

3. Payments

Payment terms will be confirmed at booking or immediately before work begins. We may require a deposit, full prepayment, or payment on completion depending on the nature of the job, the customer type, and the value of the service. Where payment is due on completion, you must make payment promptly once the service has been delivered and before our team leaves the premises, unless we have agreed invoicing terms in writing.

We accept payment methods specified at the time of booking. You are responsible for ensuring that any card payment, bank transfer, or other method used is authorised and completed successfully. If a payment is reversed, declined, charged back, or otherwise fails after the service has been delivered, we may recover the outstanding amount and any reasonable costs incurred in doing so, to the extent permitted by law.

Late payment may result in administration charges and, where lawful, interest on overdue sums. Any such charges will be applied fairly and in accordance with applicable legislation. If you are booking on behalf of a business, organisation, landlord, or managing agent, the person or entity placing the booking is responsible for payment unless otherwise agreed in writing before the service takes place.

4. Access, Site Conditions, and Customer Responsibilities

You must ensure safe access to the property and the areas to be cleaned at the agreed time. If parking permits, entry codes, concierge approval, or keys are needed, you must arrange these in advance. If our team is unable to gain access, or if access is delayed because arrangements were not made, you may be charged for wasted travel time or a failed attendance fee, provided this is reasonable and communicated where practicable.

You are also responsible for moving small or personal items if requested and for securing valuables, fragile items, and sensitive documents before work begins. We will use reasonable care when moving light furniture where this is part of the service, but we are not obliged to move heavy, fixed, hazardous, or fragile items. If you ask us to move items, you accept responsibility for ensuring the items are suitable to be moved safely.

Before cleaning begins, you must tell us about any pre-existing damage, including loose seams, weak fibres, colour instability, shrinkage risk, water sensitivity, previous repairs, or underlay issues. Certain materials may not be suitable for wet cleaning or chemical treatment. In such cases, we may decline to proceed, offer an alternative method, or proceed only after you accept the associated risks.

5. Cancellations and Rescheduling

You may cancel or reschedule a booking by giving reasonable notice. Where we have reserved time, ordered materials, or incurred travel or subcontract costs, we may charge a cancellation fee that reflects our actual losses, provided such charges are fair and lawful. If you cancel at short notice or fail to be present at the agreed time, you may be charged the full call-out fee or a reasonable proportion of the quoted price.

If we need to cancel or reschedule due to staff illness, equipment failure, severe weather, safety concerns, or other events beyond our reasonable control, we will aim to offer an alternative appointment. We are not liable for inconvenience caused by a necessary cancellation or delay where we have taken reasonable steps to notify you and rearrange the service.

6. Liability and Service Limitations

We will provide our carpet cleaning service with reasonable care and skill. If we fail to do so, you may be entitled to a repeat service, a partial refund, or another appropriate remedy in line with your legal rights. 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 lawfully be excluded.

To the fullest extent permitted by law, we are not responsible for indirect or consequential losses, loss of profit, business interruption, loss of opportunity, or any damage arising from pre-existing faults, hidden defects, unsuitable materials, or information not disclosed before the service. In domestic settings, our liability for foreseeable loss arising from our breach will be limited to the amount paid or payable for the relevant service, unless a greater amount is required by law.

Although we use appropriate methods and cleaning agents, some results depend on the condition and age of the fibres, the history of prior cleaning, and the nature of stains or wear. We cannot guarantee complete stain removal, colour restoration, or the elimination of odours in every case. Certain stains may be permanent or may resurface after drying due to contamination below the visible surface. We are not liable where a stain remains visible after a reasonable attempt or where a material reacts unpredictably.

7. Waste Regulations and Environmental Handling

We aim to handle waste generated during cleaning in a lawful and responsible way. Any waste water, soil, used absorbent materials, packaging, or removed debris will be disposed of in accordance with applicable waste regulations and environmental standards. We do not knowingly dispose of waste in a manner that would breach legal requirements or cause pollution.

If your property or building has specific rules for waste disposal, drainage use, or refuse handling, you must tell us in advance. You are responsible for ensuring that any drains, sinks, or disposal points that you ask us to use are suitable for the purpose. We may refuse to dispose of certain materials if they are contaminated, hazardous, or outside the scope of our permitted operations.

If, during the course of the service, we identify items or substances that appear to be hazardous, illegal, or improperly stored, we may stop work in the affected area and ask you to deal with them before we continue. We may also require you to arrange specialist removal or disposal where ordinary cleaning methods would not be appropriate. Any extra time or cost caused by such issues may be chargeable if reasonably incurred.

8. Complaints and Remedies

If you believe the service has not been carried out properly, you should notify us as soon as reasonably possible and in any event within a reasonable time after completion. This helps us assess the issue while the condition of the cleaned area is still fresh. We may ask for photographs, access to the property, or an opportunity to inspect the affected area before deciding on a remedy.

Where a complaint is justified, we may offer a corrective visit, partial refund, or other fair remedy depending on the nature of the issue. We will not be responsible for complaints arising from matters outside our control, including re-soiling after completion, third-party interference, or failure to follow aftercare instructions where these were provided. Any remedy offered does not limit your statutory rights.

9. Aftercare, Drying, and Use of the Treated Area

After cleaning, surfaces may require drying time before normal use. You should follow any aftercare information given by our team, including advice on ventilation, restricting foot traffic, or avoiding placement of furniture and mats until the carpet is fully dry. We are not responsible for marks, tracking, or damage caused by premature use of cleaned areas contrary to advice provided at the end of the service.

10. Governing Law and Jurisdiction

These Terms and Conditions, and any dispute or claim arising from or connected with them, are governed by the laws of England and Wales. Where the service is provided in Scotland or Northern Ireland, mandatory local consumer protections may apply to the extent required by law. Any dispute that cannot be resolved amicably will be subject to the exclusive jurisdiction of the courts of England and Wales, unless statutory rules provide otherwise.

11. General Provisions

We may assign or subcontract part of the service where appropriate, provided this does not reduce the standard of care we owe you. If any part of these terms is found to be unlawful or unenforceable, the remaining provisions will continue in full force. Failure by us to enforce any right or provision immediately does not mean that we have waived that right or provision.

This document forms the entire agreement between you and Docklands Carpet Cleaners in relation to the booked service, except where we agree something different in writing. No person other than the parties to the booking has any right to enforce these terms under the Contracts (Rights of Third Parties) Act 1999, unless we expressly state otherwise.

By proceeding with a booking, you confirm that you have read, understood, and accepted these Terms and Conditions for Docklands Carpet Cleaners and that you are authorised to agree to them on behalf of yourself or the person, business, or organisation you represent.