Mottingham Carpet Cleaners Service Terms and Conditions

These Terms and Conditions set out the basis on which Mottingham Carpet Cleaners provides domestic and commercial carpet cleaning services in the UK. By making a booking, the customer confirms that they have read, understood, and agreed to these terms. They are designed to create a clear and fair framework for both parties, covering the booking process, payments, cancellations, liability, waste regulations, and the law that applies to the service. For the purposes of these terms, references to “we,” “us,” and “our” mean Mottingham Carpet Cleaners, and references to “you” and “your” mean the customer receiving the service.

These terms apply to all standard carpet cleaning appointments, including stain treatment, deodorising, and related cleaning work, unless we agree otherwise in writing. Any special instruction, quotation, or arrangement discussed before the appointment forms part of the service only if we confirm it. If there is any conflict between a written quotation and these terms, the written quotation will take precedence for the specific items covered by it.

We may update these terms from time to time to reflect changes in our business practices, legal duties, or operational requirements. The version that applies will normally be the one in force at the time of booking. It is your responsibility to review the latest terms before confirming an appointment. Nothing in these terms affects your statutory rights as a consumer under UK law.

1. Booking process

A booking is only confirmed once we have accepted your request and, where required, received any deposit or advance payment we have specified. A quotation or estimate is not automatically a binding reservation. We may ask for details about the property, the type of carpet, the size of the area, the condition of the flooring, and any access limitations so that we can give an accurate price and allocate sufficient time. If the information provided later proves to be incomplete or inaccurate, we may need to revise the quote, alter the service, or reschedule the appointment.

When you book a service with Mottingham Carpet Cleaners, you are confirming that you are authorised to arrange the cleaning at the relevant premises. You must ensure that there is safe access to the property and to the areas requiring cleaning. If parking, entry codes, concierge arrangements, or building rules apply, you must tell us in advance. Failure to provide this information may result in delays, additional charges, or cancellation of the visit. If the property is occupied by tenants, agents, or third parties, the person making the booking remains responsible for ensuring access and authority.

2. Prices and payments

Prices are usually based on the size and number of rooms or areas, the condition of the carpet, the level of soiling, and any optional treatments requested. Any price we provide before the job begins is an estimate unless we have expressly stated that it is fixed. We will always try to explain what is included, such as pre-inspection, spot treatment, stain removal attempts, or deodorising. Additional work may incur extra charges where the scope of the job changes after arrival or where the condition of the carpet is materially different from what was described.

Payment is due in accordance with the method and timing agreed at the time of booking or on completion of the service. Unless otherwise agreed, payment must be made immediately after the work is completed. We may accept bank transfer, card payment, or another agreed method, but we are not obliged to accept cash unless stated in advance. If a deposit has been taken, it will be applied to the final invoice unless otherwise specified. In the event of late payment, we may charge reasonable recovery costs and interest where permitted by law.

We reserve the right to suspend or refuse future services where previous invoices remain unpaid. If an invoice is disputed, you must notify us promptly and provide clear reasons. You must not withhold payment for undisputed elements of the invoice unless we agree otherwise or a legal right to do so applies. Any promotions, offers, or discounts are valid only for the stated period and may be withdrawn or changed at our discretion before booking confirmation.

3. Cancellations, rescheduling, and missed appointments

You may cancel or reschedule a booking by giving us reasonable notice. The amount of notice required may depend on the size of the job, the staffing required, and any materials or travel already arranged. If you cancel after we have allocated time and resources, we may charge a cancellation fee that reflects our reasonable losses. Where a deposit has been paid, it may be retained in whole or in part to cover those losses, unless a different arrangement is stated in your quotation or the law requires a refund.

If we need to cancel or rearrange an appointment due to illness, equipment failure, unsafe conditions, traffic disruption, or other unforeseen circumstances, we will try to notify you as soon as possible and offer an alternative slot. We are not liable for indirect losses caused by a necessary rescheduling, provided we have acted reasonably. If you fail to provide access, are not present when required, or are unable to proceed with the service due to inaccurate information, we may treat the appointment as a late cancellation and charge accordingly.

Where the customer requests a change to the original booking, including changes to the number of rooms, treatment type, or service date, we may revise the price and timing. We will confirm any material change before continuing. If the revised arrangement is not accepted, either party may choose not to proceed, subject to any cancellation charges already incurred. Repeated changes or failure to cooperate with access arrangements may result in cancellation by us.

4. Our responsibilities and service standards

We will provide the cleaning service with reasonable care and skill, using equipment and products that are appropriate for the task. Our aim is to improve the appearance and hygiene of the carpet, but we cannot guarantee the removal of every stain, mark, odour, or sign of wear. Some materials are delicate, heavily worn, or pre-damaged, and results may vary depending on the fibre type, age, previous treatment, and prior cleaning history. We may refuse to use products that we consider unsuitable for a particular surface.

We will normally carry out a pre-inspection before work begins so that we can identify any obvious risks, vulnerable areas, or pre-existing defects. Where possible, we will explain any concerns before starting. If you ask us to proceed against our recommendation, you do so at your own risk, except where the law prevents us from excluding liability. You should remove fragile items, valuables, and unsecured objects from the work area before the appointment unless we agree to assist with this as part of the service.

If drying time is affected by weather, ventilation, pile density, or the condition of the carpet, we will advise you of the expected range, but drying times are estimates only. You are responsible for following any aftercare advice we provide, including limiting foot traffic, keeping pets off the area, and ensuring adequate ventilation. Failure to follow such advice may reduce the quality of the result or increase the risk of re-soiling.

5. Liability and limitations

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 legally be excluded. Subject to that, we are not responsible for losses that are indirect, incidental, or consequential, including loss of profit, loss of business opportunity, or loss arising from delay, unless the law says otherwise. Our liability is limited to the amount paid for the relevant service, or such greater amount as may be required by applicable law.

We will not be liable for pre-existing damage, hidden defects, colour fading, shrinkage, pile distortion, adhesive failure, or damage caused by previous poor installation, unsuitable maintenance, or age-related deterioration. Some carpets are sensitive to moisture, detergents, agitation, or heat, and risks may be increased if the material is not suitable for professional cleaning. We may decline to continue where we consider that doing so would create a risk of damage. If we are asked to clean an item despite a known risk, the decision to proceed will be yours, provided no legal restriction prevents us from doing so.

If damage is alleged, you must notify us as soon as reasonably possible and allow us a chance to inspect the issue before repairs, cleaning, or replacement work is carried out by anyone else. We may ask for photographs, relevant information, or access to the area. We will not be liable for claims made more than a reasonable time after the service, where our ability to investigate has been materially affected. Any claim must be supported by evidence of the alleged loss and its connection to our service.

6. Customer obligations

To help us provide a safe and effective service, you must ensure that the area is ready for cleaning when we arrive. This includes clearing movable furniture where agreed, identifying any known hazards, and informing us about pets, electrical issues, water restrictions, or fragile flooring. You must also tell us about any spills, previous chemical treatments, or areas that require special attention. If a task cannot be completed because the area is not properly prepared, we may still charge for the visit.

You must provide accurate information about the carpet type and condition to the best of your knowledge. If you have any doubt about whether a carpet has already been treated, repaired, or subjected to a protective coating, you should tell us before work begins. We rely on the information you provide when selecting the cleaning method and products. Where you instruct us not to move items or not to use certain processes, we will follow those instructions where it is safe and practical to do so, but results may be affected.

It is your responsibility to secure valuable items, documents, and personal belongings before the appointment. We cannot accept responsibility for loss or damage to items that have not been properly removed from the work area unless caused by our negligence. You should also ensure that children and pets are kept away from wet areas and equipment during and after the service.

7. Waste regulations and disposal

We will handle waste generated by the service in a lawful and environmentally responsible manner. This may include dirty water, removed debris, used absorbent material, packaging, and any waste produced as an unavoidable result of stain treatment or cleaning processes. We will only dispose of waste in accordance with applicable UK waste management and environmental regulations. Where specialist disposal is required, we may charge an additional fee if this has not already been included in the quotation.

We do not knowingly dispose of hazardous waste, contaminated materials, or regulated substances unless we have expressly agreed to do so and are legally permitted to handle them. If we discover that the area contains materials that require specialist disposal, such as biological contamination, asbestos-related issues, or other restricted waste, we may stop work immediately. In such cases, you may need to arrange for an appropriate specialist contractor. You must tell us in advance if the premises have been exposed to sewage, floodwater, pests, chemicals, or any other unusual contamination.

Any waste left behind by the customer remains the customer’s responsibility unless we agree in writing to remove it. We may refuse to carry out the service if the presence of waste, contamination, or unsafe materials creates a risk to health, safety, equipment, or legal compliance. When waste removal forms part of the service, we will take reasonable steps to ensure that disposal is completed properly and in line with current regulations.

8. Complaints and remedies

If you are dissatisfied with any aspect of the service, you should notify us as soon as reasonably possible and allow us a fair chance to review the issue. In many cases, a follow-up inspection or corrective visit may be the appropriate remedy. We may offer re-cleaning where that is reasonable and proportionate. A request for a remedy does not automatically mean that liability is accepted, and we reserve the right to assess the facts before deciding the appropriate response.

Where a problem arises because of inaccurate information provided by you, unsuitable carpet condition, or failure to follow aftercare instructions, we may not be responsible for a further visit or refund. If a refund is due, it will normally reflect only the part of the service that was not delivered with reasonable care and skill. Any agreed remedy is provided without affecting any rights you may have under UK consumer law. Nothing in these terms requires you to accept an unreasonable exclusion or limitation of statutory remedies.

We aim to resolve complaints promptly and fairly. You should provide any relevant photographs, date details, and a clear explanation of the concern so that we can assess the matter efficiently. If an inspection is needed, you must allow reasonable access to the property or affected area. Failure to cooperate with the complaint process may limit the options available to resolve the issue.

9. Force majeure

We are not responsible for delays or failure to perform our obligations where such delay or failure is caused by events beyond our reasonable control. This may include severe weather, flooding, transport disruption, power cuts, industrial action, public emergencies, acts of government, or sudden equipment failure not caused by our negligence. In these circumstances, we will try to rearrange the service where practicable.

If a force majeure event prevents completion of the job, payment will only be due for the work already performed, unless the law allows a different arrangement. We will not be required to pay compensation for losses caused solely by such events, provided we have taken reasonable steps to minimise disruption. Either party may agree to reschedule once the obstacle has passed.

10. Data, privacy, and record keeping

We may retain booking records, invoices, service notes, and other relevant information for business, accounting, and legal purposes. Any personal data collected as part of the booking or delivery of the service will be handled in accordance with applicable data protection law. We will only use the information needed to administer the appointment, manage payment, and maintain our records, unless the law permits or requires otherwise.

You are responsible for ensuring that any information you provide is accurate and up to date. Where we need to contact you about the booking, service changes, or payment, we may use the details supplied at the time of reservation. If you use the service on behalf of another person or organisation, you confirm that you have authority to share the relevant information with us for service administration purposes.

11. Governing law and jurisdiction

These Terms and Conditions, and any dispute or claim arising from them, are governed by the law of England and Wales. Where required by law, consumers based in Scotland or Northern Ireland may retain any mandatory rights available to them under the laws of their home jurisdiction, but the contract will otherwise be interpreted under the law stated above. Any legal proceedings relating to the service shall be brought before the courts with appropriate jurisdiction in England and Wales, unless mandatory consumer legislation provides otherwise.

By using Mottingham Carpet Cleaners, you acknowledge that you have had the opportunity to review these terms and ask questions before confirming the booking. If any part of these terms is found to be unlawful or unenforceable, the remaining sections will continue to apply to the fullest extent permitted by law. These terms are intended to be read as a whole and to operate fairly alongside your statutory rights.

12. Entire agreement

Unless otherwise agreed in writing, these Terms and Conditions, together with any written quotation or booking confirmation, make up the entire agreement between you and us for the relevant service. No statement made before booking will form part of the contract unless it is confirmed in writing and intended to be legally binding. Our failure to enforce any provision at any time does not mean that we waive the right to enforce it later.