Newbury Park Carpet Cleaners Service Terms and Conditions
These service terms and conditions set out the basis on which Newbury Park Carpet Cleaners provides domestic and commercial carpet cleaning services, including upholstery, rug, stain treatment, and related surface-cleaning work. By making a booking, confirming an appointment, or allowing us to attend a property, the customer agrees to these terms. Please read them carefully before any carpet cleaning service is arranged, as they explain how the booking process works, what payments are due, when cancellations may apply, and how liability is handled.
In these terms, “we”, “us”, and “our” refer to the service provider operating under the name Newbury Park Carpet Cleaners. “You” and “your” refer to the customer, homeowner, tenant, landlord, agent, or business representative who requests the service. These terms are intended to be fair and practical, and they apply to all standard cleaning appointments unless a separate written agreement has been made. If any part of a service is bespoke, the written quotation or confirmation will take priority over general wording in these terms.
We aim to provide a professional carpet cleaning service that is carried out with reasonable care and skill. However, carpet fibres, dyes, prior stains, pre-existing wear, and underlying floor conditions may affect the outcome. Cleaning is not a restoration service, and we do not guarantee that every mark, odour, or stain can be fully removed. The exact result depends on material type, age, condition, and how the item has been previously treated. This is important because some carpets and fabrics react differently to moisture, detergents, heat, and agitation.
Bookings may be made by telephone, email, online form, or any other method we make available from time to time. A booking is not confirmed until we have accepted the appointment and, where required, received any deposit or pre-authorisation requested. When making a booking, you must provide accurate details about the property, access arrangements, parking restrictions, the number and type of items to be cleaned, and any known issues such as heavy staining, pet odours, delicate fibres, or past treatments. If the information you provide is incomplete or inaccurate, we may revise the quotation or, in some cases, decline the work.
The booking process may involve an estimated price based on the information you give. Any estimate is provided in good faith but remains subject to inspection on arrival. If the actual condition differs from the description supplied at booking, we may adjust the price, alter the method, or limit the work to what is safely and reasonably achievable. We will make reasonable efforts to explain any changes before starting. If you do not agree to a revised price or amended scope of work, you may cancel the service before cleaning begins, subject to any applicable cancellation charges.
You are responsible for ensuring that the property is ready for the appointment. This includes clearing the area of personal belongings, fragile items, loose cables, and any obstacles that could prevent safe access to the carpeted area. If furniture must be moved, you should tell us in advance what can and cannot be moved. We may refuse to move heavy, unstable, antique, or valuable items, and we are not responsible for damage caused by moving items that were not properly disclosed. Where necessary, you should arrange adequate parking, access to water, and electricity.
Payment terms will be confirmed at booking or on the quotation. Unless otherwise agreed in writing, payment is due on completion of the work by cash, card, bank transfer, or another accepted method. For larger jobs, commercial work, repeat contracts, or out-of-hours appointments, we may require a deposit, part-payment in advance, or immediate payment on invoice. If payment is not received when due, we may suspend further services, charge reasonable recovery costs, and, where permitted by law, apply interest and late-payment charges on overdue sums.
All prices are stated in pounds sterling unless we say otherwise. Quoted prices may include or exclude VAT depending on our status and the wording of the quotation. Any additional work requested after arrival, such as extra rooms, additional stain treatment, deodorising, or specialist fabric protection, may be charged separately. You will be informed before we carry out additional services whenever reasonably possible. Discounts, promotional rates, and special offers may be withdrawn or changed at any time and only apply if they are expressly confirmed for your booking.
Refunds are not usually available once the service has been completed, because cleaning is a labour-based service carried out on site. If you believe there has been a clear error in billing, you should notify us promptly so the matter can be reviewed. Where we agree that an overcharge has occurred, a correction or partial refund may be issued. Chargebacks or payment disputes raised without first allowing us a reasonable opportunity to investigate may be treated as a breach of these terms. Any refund, where due, will be made using the original payment method where practical.
Cancellation rights and fees depend on when you cancel and the type of appointment booked. If you cancel well in advance, we will usually be able to reallocate the slot and may not charge a fee. If you cancel at short notice, fail to provide access, or are not present when required, we may charge a reasonable cancellation fee to cover lost time, travel, staff allocation, and preparation costs. For appointments involving specialised equipment or reserved time blocks, a higher fee may apply if the cancellation prevents us from undertaking other work.
We may also cancel or reschedule an appointment if access is unsafe, weather conditions create an unacceptable risk, equipment failure occurs, or the property presents a health and safety issue that cannot be remedied immediately. In such cases, we will aim to offer an alternative time. We are not liable for indirect losses arising from cancellation or postponement, such as missed work, travel costs, or third-party arrangements, unless required by law. Where a deposit has been taken and we cancel without cause, any refundable amount will be handled fairly and promptly.
If you wish to amend a booking, please give us as much notice as possible. We will try to accommodate changes to time, scope, or service type, but we cannot guarantee availability. Repeated late amendments may be treated as a cancellation and rebooking. If the property is inaccessible on arrival or the work cannot proceed because the area is not adequately prepared, the appointment may be deemed cancelled by you, and the relevant fee may still apply. We encourage customers to review their appointment details carefully before the scheduled day.
Our liability is limited to losses that are reasonably foreseeable and directly caused by our negligence or breach of these terms. 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. Subject to that, we are not responsible for loss or damage arising from pre-existing defects, hidden damage, faulty installation, inappropriate materials, normal wear and tear, or results that are inconsistent with the age and condition of the item being cleaned.
We use reasonable care and suitable products, but some fabrics and carpets may react unpredictably. Colour migration, browning, shrinkage, pile distortion, texture change, water marking, and adhesive failure can occur in rare circumstances, particularly where items are old, heavily worn, improperly installed, or previously treated with unapproved chemicals. Where we identify a risk, we may decline the work or proceed only with your informed consent. You are responsible for notifying us of any known sensitivities, dye issues, underfloor heating, or manufacturer warnings before cleaning begins.
To the extent permitted by law, our total liability for any claim arising out of a single service will not exceed the total amount paid for that service, except where a higher limit is required by law. We will not be liable for loss of profit, loss of business, loss of opportunity, or any indirect or consequential loss. Nothing in these terms affects your statutory rights as a consumer. If you believe we have caused damage, you must notify us as soon as reasonably possible and allow us a fair opportunity to inspect the issue before any repair or remedial work is arranged.
We may take photographs before, during, or after the work for quality assurance, training, internal records, insurance, and proof of condition. Any such images will be handled appropriately and, where they identify a person or private property, we will use them only for legitimate business purposes and in line with applicable data protection requirements. We do not need to obtain separate consent for operational photographs where they are reasonably necessary for service delivery or dispute resolution. You may ask us not to include personal items where practical.
Waste and waste-water arising from a carpet cleaning service must be managed responsibly. We will take reasonable steps to comply with applicable waste regulations and to avoid unlawful disposal. Where cleaning produces dirty water, residues, packaging, or used materials, we will handle them in a lawful and environmentally responsible way. You must not ask us to dispose of controlled, hazardous, or specialist waste unless this has been specifically agreed and can be carried out in compliance with the relevant rules. Any waste removal beyond routine service debris may incur an additional charge.
Where a job generates material that is classed as waste under environmental law, responsibility for disposal will depend on the nature of the material and the arrangement agreed for the service. We may retain, remove, or dispose of small amounts of waste generated during normal operations, but we are not obliged to remove unrelated household rubbish, old underlay, damaged furniture, or items that fall outside the booked cleaning work. If we discover evidence of infestation, mould, asbestos, sewage contamination, or other hazardous conditions, we may stop work immediately and require the area to be made safe before continuing.
You must ensure that the property complies with basic health and safety requirements for access and operation. This includes informing us of exposed wiring, broken flooring, unstable stairs, slippery surfaces, or any condition that could create a hazard for staff or equipment. If we believe the working environment is unsafe, we may refuse to start or may stop the work until the risk has been addressed. We are not liable for delay, non-performance, or extra cost arising from unsafe premises, concealed hazards, or incomplete preparation by the customer.
The customer is responsible for confirming that any cleaning work is appropriate for the carpet or fabric in question. If you have manufacturer instructions, warranty conditions, or lease requirements, you should make them available before the appointment. We may refuse methods that could breach product guidance or create avoidable risk. While we will use professional judgment, the final decision to proceed after a warning is given rests with you. Any instruction from you to proceed contrary to our recommendation is given entirely at your own risk.
If, during the service, we identify an issue such as permanent staining, odour embedded in the underlay, or damage that cannot be corrected by standard cleaning methods, we will tell you where practical and may suggest limited alternatives. However, we do not guarantee restoration of items to a like-new condition. The purpose of the work is cleaning, not repair or refurbishment. Additional trades, such as carpet repair or replacement, are outside the scope of these terms unless separately agreed in writing.
These terms may be updated from time to time to reflect changes in our services, legal obligations, or operational procedures. The version in force on the date of your booking will normally apply to that appointment unless a later version has been expressly agreed in writing. If any part of these terms is found to be invalid or unenforceable, the remaining provisions will continue in full force. A failure by us to enforce any right does not mean we have waived that right for future bookings or services.
Nothing in these terms creates a partnership, joint venture, agency relationship, or employment relationship between you and us. You may not transfer or assign your rights under these terms without our written consent. We may assign or subcontract part of the work where appropriate, provided that the service remains under our control and the standard of performance is maintained. Any subcontractor used will be expected to follow the same general obligations relating to care, safety, and professionalism.
These terms and any dispute or claim arising from them are governed by the law of England and Wales. If you are a consumer, you may have additional rights under consumer protection law, and nothing in these terms is intended to remove those rights. Any dispute that cannot be resolved informally should be dealt with through the courts of England and Wales, unless mandatory law gives you the right to bring proceedings elsewhere. By booking with Newbury Park Carpet Cleaners, you acknowledge that you have read, understood, and agreed to these service terms and conditions.
