Cowley Carpet Cleaners Terms and Conditions
These Terms and Conditions set out the basis on which Cowley Carpet Cleaners provides domestic and commercial carpet cleaning services, together with associated upholstery, rug, and stain-treatment services where agreed. By making a booking, the customer confirms that they have read, understood, and accepted these terms. If anything in these Terms and Conditions is unclear, the customer should raise it before the appointment is confirmed. These terms are intended to support a fair and transparent service relationship, while allowing us to deliver professional carpet cleaning in a safe, efficient, and lawful manner.
Booking requests may be made through the channels made available by the business and are subject to availability. A booking is only confirmed once we have accepted the request and, where applicable, received any required deposit or advance payment. At the time of booking, customers should provide accurate details about the property, access, parking, the items to be cleaned, and any known issues such as stains, dampness, pre-existing damage, or delicate materials. Any quotation given before inspection is based on the information supplied and may be adjusted if the actual condition or scope of work differs materially from what was described.
It is the customer’s responsibility to ensure that the premises are ready for the service on the agreed date and time. This includes arranging suitable access, securing pets, moving small personal items if requested, and ensuring that a responsible adult is present where needed. If the customer is not available at the appointment time, or if access is prevented, this may be treated as a late cancellation or failed attendance and charges may apply. For larger or more complex carpet cleaning services, we may ask for photographs, room measurements, or additional details before confirming the booking.
Service Scope and Appointment Conditions
The service provided will be limited to the tasks agreed at the time of booking or subsequently agreed in writing. Unless otherwise stated, Cowley Carpet Cleaners will use suitable cleaning methods based on the type, condition, and fibre composition of the carpet or soft furnishing. We aim to use reasonable skill and care, but cleaning results can vary depending on age, wear, fibre type, previous treatment, and prior damage. Stain removal is not guaranteed, and some stains may be permanent or may only be partially improved.
Customers must disclose any special conditions that may affect the work, including underfloor heating, fragile flooring, colour-sensitive materials, prior flood damage, moth infestation, mould, strong odours, or previous use of DIY chemical treatments. Failure to provide relevant information may affect our ability to complete the service safely or successfully. We reserve the right to refuse to continue with work that, in our professional judgment, would create an unreasonable risk of damage to property, equipment, or health and safety.
Where a property contains items that cannot be moved safely, the customer should notify us in advance. We may clean around fixed furniture or inaccessible areas where possible, but we are not responsible for items that remain under or behind furniture unless we have agreed to move them and have done so ourselves. If the customer requests the removal or relocation of furniture, this may be subject to additional charges and is performed at the customer’s risk, except where damage is caused by our negligence.
Payments and Charges
All prices are stated in pounds sterling unless otherwise agreed. Quoted prices may be fixed or estimated depending on the nature of the job. Any estimate is based on the information available at the time and may change if the actual work differs from the initial description. Additional charges may apply for extra rooms, heavily soiled areas, difficult access, protective treatments, specialist stain work, or urgent appointments. Any such change will be explained before the work proceeds where reasonably practicable.
Payment is due in accordance with the terms agreed at booking. We may require full or partial payment in advance for certain appointments, particularly where materials are purchased specially, where access arrangements are restricted, or where a booking is made during a high-demand period. Unless otherwise agreed, payment must be made immediately on completion of the service. We accept only the payment methods we make available at the time of booking or invoicing. Failure to pay on time may result in further action to recover the outstanding balance, including reasonable recovery costs where permitted by law.
Where a booking is made on behalf of a company, landlord, letting agent, or other organisation, the person making the booking confirms that they have authority to do so and that the organisation will be responsible for payment unless otherwise agreed in writing. Any invoiced account must be settled by the due date shown on the invoice. Late payment may incur reasonable interest and costs where allowed under applicable law, and we reserve the right to suspend future services until all outstanding amounts have been paid.
Cancellations, Rescheduling, and Missed Appointments
Cancellations should be made as soon as possible. Because appointments are reserved specifically for each customer, short-notice cancellations may result in loss of income and wasted travel or preparation time. Unless a different cancellation policy is stated at booking, customers may be charged a cancellation fee if they cancel within a short period before the appointment, or if they are not ready for the service when we arrive. Any fee charged will be reasonable and proportionate to the loss incurred.
Where a customer wishes to reschedule, we will try to offer a new appointment subject to availability. Rescheduling may not always be possible, especially during busy periods. If we arrive at the property but are unable to access the premises, or if the customer is absent without prior arrangement, the appointment may be treated as completed for cancellation purposes and a call-out or wasted attendance charge may apply. If we are prevented from completing the work due to circumstances outside our control, the customer may still be liable for reasonable costs already incurred.
We may also need to cancel or rearrange an appointment ourselves due to weather conditions, equipment failure, illness, staffing issues, or other events beyond our control. In such cases, we will make reasonable efforts to notify the customer promptly and offer an alternative date. Our liability for cancellation caused by circumstances beyond our control is limited to re-scheduling the service or refunding any advance payment for the unperformed portion of the work, as appropriate.
Liability and Customer Responsibilities
We will carry out services with reasonable care and skill. However, customers acknowledge that carpet cleaning involves the use of water, heat, suction, or cleaning agents, and that minor changes in appearance, texture, or drying time can occur. Some fabrics may react unpredictably despite proper testing and care. Customers are responsible for informing us of any known sensitivities, manufacturer instructions, or warranty conditions that may be relevant to the cleaning process. Where a manufacturer’s advice is not supplied, we will use professional judgment and reasonable care.
Our liability is limited to losses that are foreseeable and directly caused by our negligence or breach of contract. We do not exclude or limit liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud, or fraudulent misrepresentation. Subject to those legal limits, we are not responsible for indirect or consequential losses, loss of profit, loss of business, or loss of enjoyment. We are also not liable for pre-existing damage, wear and tear, hidden defects, or issues caused by faulty materials or inadequate maintenance.
If the customer believes damage has occurred, they must notify us as soon as reasonably possible and, in any event, before the item is used again or any further treatment is applied by another party. The customer should take reasonable steps to reduce any loss, such as avoiding premature use of the cleaned area while still wet. Where appropriate, we may inspect the area, request photographs, or ask for supporting evidence. Any claim will be assessed fairly and in accordance with these terms and applicable law.
Waste Regulations and Disposal
We operate in accordance with applicable UK waste handling requirements and expect customers to do the same. During carpet cleaning services, waste may include dirty water, residues, packaging, disposable cloths, recovered debris, or removed contaminated materials. Any waste created by our work will be managed responsibly and in line with environmental and disposal obligations. Unless otherwise agreed, we will take away only waste that arises directly from the service and that we are permitted to transport and dispose of lawfully.
Customers must not request or require us to dispose of items that are hazardous, illegal, or not reasonably connected with the cleaning service unless this has been expressly agreed in advance and can be handled lawfully. This includes, without limitation, needles, sharps, asbestos, chemicals, biohazards, or other controlled materials. If such materials are discovered during the job, we may stop work immediately and advise the customer that specialist handling is required. Any additional costs arising from unsafe or unlawful waste conditions may be charged to the customer where permitted.
The customer remains responsible for ensuring that the premises are safe and that any waste already on site has been handled appropriately before our attendance. If waste or contamination is not disclosed and causes delay, additional cleaning requirements, or the need for protective measures, we may revise the price or refuse the work. We may also decline to work in areas where poor waste management creates an unacceptable health and safety risk for our staff or equipment.
Complaints, Disputes, and General Provisions
Any concern about the service should be raised promptly so that we can review the matter and, where appropriate, inspect the work. We prefer to resolve issues directly and fairly. If remedial action is possible and appropriate, we may offer a re-clean or another reasonable solution rather than a refund. Any such remedy will depend on the circumstances, the nature of the complaint, and whether the customer has complied with their obligations under these terms, including access, disclosure, and prompt notification.
These Terms and Conditions may be updated from time to time. The version in force at the time of booking will apply to that appointment, unless a change is required by law. If any part of these terms is found to be invalid or unenforceable, the remaining provisions will continue to apply. No failure or delay by either party in enforcing a right under these terms shall operate as a waiver of that right.
These terms are governed by the laws of England and Wales. Any dispute arising from or connected with the service, the booking, or these Terms and Conditions shall be subject to the exclusive jurisdiction of the courts of England and Wales, unless mandatory law provides otherwise. By engaging Cowley Carpet Cleaners, the customer agrees that the agreement is formed on these terms and that all services will be subject to the legal framework set out above.
