Camden Carpetcleaning Terms and Conditions

These Terms and Conditions set out the basis on which Camden Carpetcleaning provides domestic and commercial cleaning services across the UK. By making a booking, the customer agrees to these terms, which are designed to ensure a clear, fair, and consistent service for both parties. In these terms, references to “we”, “us”, and “our” mean Camden Carpetcleaning, and references to “you” and “the customer” mean the person, business, or organisation requesting the service.

These terms apply to all carpet cleaning, upholstery cleaning, stain treatment, stain removal, rug cleaning, and related cleaning services supplied by Camden Carpetcleaning, whether arranged online, by phone, by email, or through any other booking method. They form the entire agreement between the customer and the company unless otherwise agreed in writing. If any part of these terms is found to be unenforceable, the remaining provisions shall continue in full force.

By arranging a service, the customer confirms that they are authorised to request the work at the property or premises in question. The customer is responsible for ensuring that access is available, that the work area is safe and reasonably prepared, and that any relevant instructions are given before the appointment begins.

1. Booking Process

All bookings are subject to availability. A booking may be made by providing the service address, type of cleaning required, preferred date and time, and any important information that may affect the work. We may request further details where necessary to assess the suitability of the service or to allocate the correct equipment, cleaning method, or time.

Any quotation provided before the appointment is based on the information supplied by the customer. If the actual condition of the items, level of soiling, size of the area, or access conditions differ from the details given at the time of booking, we reserve the right to amend the quote before commencing work. A booking is not confirmed until we accept it and, where applicable, any deposit or prepayment requirement has been satisfied.

2. Service Scope and Customer Obligations

We will carry out the cleaning service with reasonable care and skill using methods and products we consider appropriate for the material, condition, and type of contamination presented. However, not all fabrics, fibres, dyes, or floor coverings respond in the same way, and some items may carry pre-existing wear, fading, or damage that limits the results achievable through professional carpet cleaning.

The customer must disclose any known issues that may affect the service, including previous cleaning attempts, fibre damage, unstable seams, pet contamination, mould, colour loss, hidden stains, or sensitive materials. The customer should also remove fragile, valuable, or obstructive items from the work area unless we have agreed in advance to move them. We may refuse to move heavy, fixed, or hazardous objects.

Where the customer fails to provide accurate or complete information, we shall not be liable for any delay, extra charge, or reduced outcome caused by that failure. If we believe the service cannot be carried out safely or effectively, we may suspend or decline the work.

3. Payments and Charges

Unless otherwise agreed, payment is due on completion of the service on the same day the work is carried out. We may accept payment by card, bank transfer, cash, or other payment method made available at the time of booking. Any deposit, part-payment, or advance payment requested at the point of booking forms part of the total service fee.

All prices are quoted in pounds sterling and may be subject to VAT where applicable. Any quotation is based on the information available at the time and may be adjusted if the service changes materially, for example if additional rooms, extra items, heavy soiling, specialist treatment, or extended labour are required. Any additional charge will be explained before extra work is undertaken wherever reasonably possible.

If payment is not made when due, we reserve the right to charge reasonable costs associated with recovery of the debt, to the extent permitted by law. Title to any goods supplied by us, if any, shall remain with us until payment has been received in full.

4. Cancellations, Rescheduling, and Access

If you need to cancel or reschedule a booking, please notify us as soon as possible. We may apply a cancellation charge where late cancellation prevents us from reassigning the slot or where preparatory work has already been undertaken. The amount of any such charge will depend on the notice given and the circumstances of the booking.

If we arrive at the property and are unable to gain access, if the premises are unsafe, or if the customer is not present where attendance or authorisation is required, we may treat the booking as cancelled by the customer and charge a call-out fee or cancellation fee where reasonable. If parking, entry restrictions, building access, or security procedures are not arranged in advance and prevent us from starting the work on time, any resulting delay may be chargeable.

We may cancel or reschedule a booking if necessary due to staff illness, equipment failure, adverse weather, safety concerns, or other circumstances beyond our reasonable control. In such cases, we will aim to offer an alternative appointment and will not be liable for any indirect loss arising from the change, except where liability cannot be excluded by law.

5. Liability and Limitations

We will exercise reasonable care and skill in providing our cleaning services. However, the customer acknowledges that some stains, odours, marks, and blemishes may be permanent or may only be partially removable. We do not guarantee complete stain removal, restoration of original colour, or a particular aesthetic result.

Our liability for any loss or damage arising from our services shall be limited to the amount paid or payable for the specific service giving rise to the claim, except where a greater liability cannot lawfully be excluded. Nothing in these terms limits or excludes liability for death or personal injury caused by our negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be limited.

We shall not be responsible for pre-existing defects, hidden damage, weak seams, fibre degradation, shrinkage caused by unsuitable materials, colour bleeding where the item is unstable, or damage arising from defects in the item itself. We are also not liable for damage caused by failure to disclose relevant information, failure to remove prohibited items, or instructions given by the customer that conflict with our professional judgement.

6. Waste Regulations and Environmental Compliance

We are committed to handling waste responsibly and in compliance with applicable UK waste legislation, environmental duties, and health and safety requirements. Any waste generated in the course of cleaning, including recovered debris, contaminated disposable materials, and residues requiring removal, will be handled in a lawful and environmentally responsible manner.

The customer is responsible for informing us of any hazardous or potentially hazardous substances, including chemical contamination, bodily fluids, mould, pests, sharps, or other regulated waste. Where such waste is identified, we may suspend the service, apply additional charges, or decline to proceed until the area is made safe. We are not obliged to handle waste that requires specialist licensing, packaging, transport, or disposal arrangements unless specifically agreed in advance.

The customer must not request us to dispose of household waste, construction waste, clinical waste, or other regulated waste unless such disposal has been expressly agreed and lawfully arranged. Any items or materials removed from the property in the course of the service remain the customer’s responsibility unless we have agreed in writing to dispose of them as part of the service.

7. Property Condition, Equipment, and Site Safety

The customer must ensure that the premises are reasonably safe for our operatives to carry out the work. This includes providing access to electricity, water, and adequate working space where required. We may refuse to use unsafe, defective, or inappropriate access points, and we may stop work if conditions present a risk to people, property, or equipment.

We will take reasonable care when moving portable furniture or items necessary to complete the job, but we are not responsible for damage to items that are unstable, poorly assembled, excessively heavy, or already damaged. The customer should tell us in advance about fragile flooring, loose fittings, delicate surfaces, or any areas that require special treatment or protection.

Our equipment and cleaning products remain our property at all times. The customer must not interfere with or operate our equipment unless authorised to do so. If our operatives reasonably believe that the work area, materials, or instructions present a health and safety risk, they may suspend the service until the issue is resolved or cancel the appointment if necessary.

8. Complaints and Service Issues

If the customer has any concern about the service, this should be raised as soon as reasonably practicable after the appointment so that we may assess the issue. We may request photographs, access to the treated area, or other relevant information in order to investigate the concern properly. Any opportunity to inspect the issue is without prejudice to our rights under these terms.

Where we consider a complaint to be justified, we may offer a remedial visit, a partial refund, or another appropriate remedy at our discretion, taking account of the circumstances and the nature of the service supplied. No remedy will be offered where the concern arises from matters outside our control, including misuse, accident, normal wear and tear, or information not disclosed at the time of booking.

Nothing in this clause affects the customer’s statutory rights under UK consumer law. These terms should be read alongside any rights that cannot be excluded by law, including rights relating to services supplied with reasonable care and skill.

9. Force Majeure

We shall not be liable for any delay or failure to perform our obligations where the delay or failure results from events beyond our reasonable control, including severe weather, transport disruption, fire, flood, power failure, industrial action, illness, equipment breakdown, acts of government, or other unforeseen events.

Where a force majeure event occurs, we will make reasonable efforts to rearrange the booking or resume performance as soon as reasonably practicable. If performance becomes impossible or impracticable for an extended period, either party may cancel the affected booking without further liability, except for sums already properly due for work completed.

10. Governing Law

These Terms and Conditions, and any dispute or claim arising out of or in connection with them, shall be governed by and interpreted in accordance with the laws of England and Wales. If the customer is resident elsewhere in the UK, nothing in these terms affects any mandatory rights or protections that apply under the law of the relevant jurisdiction where those rights cannot be waived.

Any dispute relating to the service, the booking, the charges, or these terms shall be subject to the exclusive jurisdiction of the courts of England and Wales, except where consumer law requires otherwise.

For clarity, the headings in these terms are included for convenience only and do not affect interpretation. Any failure by us to enforce a right or provision shall not be treated as a waiver of that right or provision. These terms may be updated from time to time, and the version in force at the time of booking will apply unless a later change is required by law.