Terms and Conditions for Coombe Carpet Cleaners

These Terms and Conditions set out the basis on which Coombe Carpet Cleaners provides domestic and commercial carpet cleaning services, together with related upholstery, rug, stain-treatment and deodorising services where agreed in advance. By making a booking, the customer confirms that they have read, understood and accepted these terms. For the avoidance of doubt, these terms apply to all carpet cleaning services supplied by Coombe Carpet Cleaners unless a separate written agreement states otherwise.

In these Terms and Conditions, “we”, “us” and “our” mean Coombe Carpet Cleaners, and “you” or “the customer” means the person, business or organisation requesting the service. These terms are designed to be fair, clear and consistent with UK consumer law and general commercial practice. Nothing in these terms affects your statutory rights where they cannot legally be excluded or limited.

Where a service is booked by phone, email, online form or any other accepted method, the booking is not confirmed until we have acknowledged it and, where required, received any deposit or pre-authorisation requested. We may refuse or cancel a booking if access is unsuitable, the scope of work is unclear, payment arrangements are not met, or the requested work is outside our service capability.

1. Booking Process

All bookings are made subject to availability. When you request a quote or schedule a visit, you must provide accurate information about the rooms, fabrics, stains, access conditions, parking limitations, water supply, electricity access and any special requirements relevant to the service. Any quotation or estimate is based on the details supplied at the time of booking. If the actual work differs materially from the information provided, we may revise the price, adapt the method, or decline to proceed if the revised requirements are not acceptable.

We aim to describe the planned service clearly, including the areas to be cleaned, the method to be used, any limitations, and any items excluded from the appointment. The customer is responsible for ensuring that the property is ready for cleaning at the agreed time. This includes moving small personal items, securing valuables, and ensuring that the person authorising the work is present or otherwise available to confirm access and instructions.

Any time slot given is an estimate rather than a guaranteed arrival minute unless we explicitly state otherwise in writing. Delays can occur due to traffic, weather, equipment issues or earlier jobs overrunning. We will make reasonable efforts to attend within the agreed window and to keep you informed if there is a significant delay. If access is not available when we arrive, we may treat the appointment as a late cancellation and charge accordingly.

2. Pricing and Payment

Our quotations may be provided as a fixed price, a room-based rate, an item-based rate, an hourly rate, or a combination of these depending on the nature of the work. Unless stated otherwise, all prices are in pounds sterling and may be subject to VAT where applicable. We reserve the right to amend prices before work begins if the condition, size, contamination level or complexity of the job is materially different from what was described during booking.

Payment terms will be confirmed at the time of booking or on the invoice. In most cases, payment is due on completion of the service, unless we have agreed a deposit, staged payment, or invoice terms in advance. We may require a non-refundable deposit for certain appointments, particularly where there is a high level of preparation, reserved machine time, or special-order materials involved. Failure to pay any deposit by the specified deadline may result in the cancellation of the booking.

We accept payment by the methods notified at the time of booking. Where card payments, bank transfer or cash are accepted, payment must be made in full unless otherwise agreed. If payment is not received when due, we may charge reasonable recovery costs and interest in accordance with applicable law. We also reserve the right to suspend further services, cancel outstanding appointments, or refer unpaid balances for collection where appropriate.

3. Cancellations, Rescheduling and No-Shows

You may cancel or reschedule a booking by giving reasonable notice. Unless a different period has been agreed, cancellations made with at least 48 hours’ notice before the appointment time will normally not attract a cancellation fee. If you cancel with less notice, especially where we have already allocated labour, equipment and travel time, we may charge a reasonable cancellation fee to reflect wasted costs and lost business opportunity.

If we have purchased materials, reserved specialist equipment, or committed to subcontracted support for your appointment, we may retain part or all of any deposit to cover those costs. If you fail to provide access, are not present where attendance is required, refuse to proceed without a valid reason, or otherwise prevent the service from being completed, this may be treated as a customer no-show and charged as a late cancellation or wasted appointment.

We may need to reschedule a booking due to unforeseen circumstances, operational reasons, unsafe access, severe weather, staff illness, equipment failure, or other events beyond our reasonable control. In such cases, we will seek to offer an alternative date and time. We are not liable for any indirect loss arising from a rescheduled appointment, but we will use reasonable efforts to minimise inconvenience and complete the work as soon as practicable.

4. Customer Responsibilities

The customer must disclose any known issues that could affect the cleaning process, including previous treatments, fragile fibres, dye instability, hidden damage, pet contamination, mould, infestations, electrical hazards, or contamination with hazardous substances. Where there is a risk of damage, health concerns, or specialist remediation being needed, we may refuse the work or limit our service to what is reasonably safe and practical.

Before cleaning begins, the customer should remove breakable items, small furniture if agreed, and any personal belongings that could be damaged or lost. If larger furniture is to be moved by us, this must be agreed in advance and is subject to our assessment of weight, stability and floor protection. We may decline to move heavy, fragile, valuable or unsafe items. The customer remains responsible for securing pets, children and other occupants during the work.

We rely on the customer to ensure adequate access to the property, working water, power, and ventilation where required. If we are unable to perform the service properly because of access problems, poor lighting, insufficient electricity, or unsuitable conditions, we may still charge for attendance and any work already carried out. You must also ensure that the areas to be cleaned are as free as reasonably possible from loose debris before we commence, unless pre-cleaning preparation has been included in the booked service.

5. Service Standards and Limitations

We will exercise reasonable skill and care in carrying out every carpet cleaning service. However, cleaning results will vary depending on fabric type, age, prior wear, stain history, cleaning frequency and the nature of soiling. Some stains, odours, marks and damage may be permanent or may only improve rather than disappear completely. We do not guarantee the removal of all stains, particularly those caused by bleaching, dye transfer, rust, pet urine, ink, paint, adhesive, or long-standing contamination.

Natural fibres, delicate materials and antique items may require special handling and may present a higher risk of shading, colour bleed or texture change. Where appropriate, we may carry out spot testing or recommend a reduced-intensity process. By authorising the work, you acknowledge that some cleaning methods can expose pre-existing defects or may cause minor changes in appearance, pile direction or drying pattern that are considered normal within the cleaning industry.

Any estimates about drying time are approximate only and may depend on weather, ventilation, fabric type and the extent of cleaning required. We are not responsible for mould, odour or damage caused by the customer moving items back too soon, using the area before it is dry, or failing to ventilate the property. We may provide care recommendations, but it remains the customer’s responsibility to follow them after the service has been completed.

6. Liability and Insurance

We maintain insurance cover that is appropriate for the nature of our business, but our liability is limited to the extent permitted by law. Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot lawfully be limited under UK law. Subject to this, our total liability for any claim arising from the service will be limited to the amount paid or payable for the specific job giving rise to the claim.

We are not liable for pre-existing damage, wear and tear, hidden defects, faulty installation, colour loss, shrinkage, fibre distortion, weak seams, deteriorated adhesives or any other condition that existed before the service began. If an item is fragile, aged, poorly maintained or not suitable for professional cleaning, we may advise against treatment. If you choose to proceed against our recommendation, you do so at your own risk to the extent allowed by law.

We are not responsible for indirect or consequential losses, including loss of profits, loss of business, inconvenience, missed appointments with third parties, or temporary loss of use of the property, except where such exclusion is not permitted by law. Any claim for damage must be notified as soon as reasonably possible and, in any event, within a reasonable time after the service. You must allow us a fair opportunity to inspect the issue, investigate the cause and, where appropriate, offer a remedy.

7. Waste, Wastewater and Environmental Compliance

We operate in accordance with applicable UK environmental and waste management requirements. Any waste generated in the course of a job, including removed debris, contaminated materials, packaging or disposable consumables, will be handled in a lawful and responsible manner. We may take away limited waste only where this is agreed in advance and where doing so is consistent with the service scope and our disposal arrangements.

Wastewater, cleaning residues and any extracted solution must not be disposed of in a way that breaches sewer, drainage or environmental rules. We will use methods intended to minimise unnecessary discharge and environmental impact. The customer is responsible for informing us of any site-specific restrictions, septic systems, drains, protected surfaces, or local requirements that may affect disposal or working methods. If an area requires special handling due to environmental sensitivity, we may adapt the process or decline the job.

Where the service generates items that are classed as controlled waste, hazardous waste, or other regulated material, additional handling procedures may be required and extra charges may apply. We will not knowingly dispose of any waste in an unlawful manner, and the customer must not ask us to do so. Any request that would breach environmental law, waste regulations, or health and safety obligations may be refused immediately.

8. Complaints and Remedy

If you are unhappy with any aspect of the service, you should raise the issue with us as soon as possible so that we can assess the matter promptly. We may ask for photographs, details of the affected area, and an opportunity to inspect the work. Where a complaint is justified, our preferred approach is to re-clean the affected area or otherwise attempt a reasonable remedy. This will be our primary option before any refund or compensation is considered.

Complaints must be made in good faith and must relate to the specific service provided. We will not be responsible for problems caused by misuse, poor maintenance, accidental re-soiling, third-party interference, or failure to follow aftercare advice. If the issue cannot be resolved informally, both parties should continue to act reasonably and keep any dispute proportionate to the value and scope of the work.

9. Force Majeure

We shall not be liable for any failure or delay in performing our obligations where the failure is caused by events beyond our reasonable control. These may include extreme weather, fire, flood, road closures, accidents, public health restrictions, industrial action, equipment breakdown, supply shortages, or other circumstances that make attendance or performance impracticable. In such cases, we may suspend, reschedule or cancel the affected booking without liability for consequential loss.

Where a force majeure event continues for an extended period, either party may terminate the affected booking by notice. If payment has been made in advance for work not yet carried out, we will refund the unearned portion, less any reasonable costs already incurred that cannot be recovered. Any such refund will be processed within a reasonable time.

10. Governing Law and General Terms

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 law of England and Wales. The courts of England and Wales shall have exclusive jurisdiction, except where the law provides otherwise and a different forum cannot be excluded.

If any part of these terms is found to be unlawful, invalid or unenforceable, that part shall be deemed severed and the remaining provisions shall continue in full force. No failure or delay by us in enforcing any right or remedy shall constitute a waiver of that right or remedy. These terms, together with any written quotation or booking confirmation, form the entire agreement between you and Coombe Carpet Cleaners in relation to the service booked.

We may update these Terms and Conditions from time to time to reflect legal, operational or business changes. The version in force at the time of your booking will generally apply to that booking unless a change is required by law or you agree otherwise in writing. By proceeding with a booking, you acknowledge that you have read this agreement and agree to be bound by it.