Anerley Carpet Cleaners Terms and Conditions

These Terms and Conditions set out the basis on which Anerley Carpet Cleaners provides carpet, upholstery, rug and related domestic or commercial cleaning services. By making a booking, accepting a quotation, or allowing work to begin, the customer agrees to these terms. Please read them carefully before confirming any appointment, as they explain how the service is booked, how payment works, when cancellations may apply, and the limits of our responsibility.

Throughout these terms, references to “we”, “us” and “our” mean Anerley Carpet Cleaners. References to “you” and “your” mean the customer, client, tenant, landlord, property manager, business owner, or any person who arranges or receives the service. These terms apply to all carpet cleaning services supplied by us, whether the work is carried out in a private home, rented property, office, retail unit, or other premises.

We aim to provide a clear and professional carpet cleaning service with transparent conditions. However, the nature of cleaning means that results can vary depending on fabric type, soil level, age of the carpet, pre-existing wear, previous treatments, and environmental factors. These terms are intended to create a fair framework for both parties and to reduce misunderstandings before work begins.

Booking Process

All bookings are subject to availability and to confirmation by us. A booking request may be made by any accepted booking method, and the customer must provide accurate information about the property, access arrangements, the number and type of items to be cleaned, and any known stains, odours, or special conditions. If the information provided is incomplete or inaccurate, we may revise the quotation, adjust the duration of the appointment, or decline the service if the required work is outside our scope.

Any quotation or estimate provided by Anerley Carpet Cleaners is based on the information available at the time. It is not a fixed offer unless expressly stated in writing. If, on arrival, the actual conditions differ from those described, we may need to amend the price before starting, including where additional rooms, heavily soiled areas, restricted access, or extra protective treatments are required. If you do not agree to the revised cost, we may treat the booking as cancelled by the customer.

A booking becomes binding only when we have confirmed the appointment and, where applicable, received any required deposit or advance payment. The customer is responsible for ensuring that the property can be accessed at the agreed time and that there is a suitable working environment. This includes reasonable parking arrangements if needed, access to water and electricity, and the removal of fragile or valuable items unless otherwise agreed. If access is not available, we may charge a cancellation or wasted visit fee.

Service Standards and Customer Responsibilities

We will carry out the cleaning with reasonable skill and care, using methods and products that we consider suitable for the surface being treated. Different fabrics and carpet constructions respond differently to cleaning processes. While we will take care to achieve the best practical result, we do not guarantee complete removal of all stains, odours, or marks, particularly where contamination is old, permanent, or caused by substances that have altered the dye, pile, or structure of the material. The customer accepts that some issues may remain visible after treatment.

The customer must inform us before the service begins of any risks or relevant conditions, including delicate fibres, colour loss, underfloor heating, loose seams, damaged backing, previous flood damage, pest treatment, or areas that have been repaired or retreated. If special instructions are needed, they must be given in advance. We are entitled to rely on the information supplied by you and are not responsible for problems caused by undisclosed conditions. If we reasonably believe the service may cause damage because of the item’s condition, we may refuse to proceed or may proceed only at your request and risk.

Customers must also ensure that the premises are reasonably prepared. This may include moving small objects, securing pets, and protecting delicate items. We may move light furniture where this has been agreed, but we are not obliged to move heavy, fixed, or unsafe items. Where furniture moving is part of the service, it will be carried out with reasonable care, but we are not liable for minor scuffs, scratches, or marks on pre-existing weak surfaces, unstable items, or poorly maintained fittings.

Payments

Payment terms will be stated in the quotation, booking confirmation, or invoice. Unless agreed otherwise in writing, payment is due immediately upon completion of the service. For larger jobs, repeat commercial work, or special-order services, we may require a deposit, partial advance payment, or payment on account before work starts. Any deposit taken is used to reserve time and resources and may be non-refundable where stated at the time of booking.

We accept the payment methods specified at the time of booking. If payment is not made when due, we reserve the right to charge late payment fees or interest to the extent permitted by law, suspend further services, and recover reasonable costs associated with debt collection. The customer will be responsible for all charges where a payment is declined, reversed, or later disputed without valid reason. Where a payment plan has been agreed, failure to meet one instalment may make the full balance immediately due.

Any promotional offer, discount, or package rate applies only where the stated conditions are met. Offers cannot usually be combined unless expressly allowed. We may correct administrative errors in pricing, and we are not bound by obvious mistakes in published or quoted amounts. VAT, where applicable, will be added in accordance with current legal requirements. The customer must raise any invoice query promptly and in good faith.

Cancellations, Rescheduling and Missed Appointments

If you need to cancel or reschedule, please notify us as soon as reasonably possible. The amount charged, if any, will depend on how much notice is given and whether materials, labour, travel, or reserved time have already been committed. Cancellations made with short notice may attract a cancellation fee to cover our lost appointment time and any direct costs incurred. Where a deposit has been taken, it may be retained in whole or part to reflect those costs.

If we need to reschedule because of illness, unsafe conditions, vehicle failure, extreme weather, or any event outside our reasonable control, we will contact you to arrange an alternative appointment. We will not be liable for any indirect loss arising from a necessary reschedule, provided we have taken reasonable steps to minimise disruption. If we are unable to attend on the agreed date, our liability will be limited to refunding any prepaid amount for the affected visit, unless a greater remedy is required by law.

If no one is available at the property at the booked time, or if access is denied, the appointment may be treated as a late cancellation or missed visit. The same applies where the property is not ready for work to begin, essential utilities are unavailable, or the site conditions are unsafe. In such cases we may charge a wasted visit fee, and any further attendance will be subject to a new booking.

Liability and Limitations

Nothing in these terms limits or excludes liability for death or personal injury caused by negligence, for fraud or fraudulent misrepresentation, or for any other liability that cannot lawfully be limited or excluded under UK law. Subject to that, we will not be responsible for losses that are not reasonably foreseeable, for business interruption, loss of profit, loss of opportunity, or any indirect or consequential loss arising from the provision of our carpet cleaners service.

Although we use appropriate cleaning products and techniques, some items may show unavoidable effects after cleaning, including slight shrinkage, colour migration, odour release, texture change, pile distortion, or residue from pre-existing contamination. These are not automatically evidence of fault. We are not liable for damage caused by hidden defects, worn fibres, poor previous repairs, old spills, manufacturer issues, or prior use of unsuitable chemicals by others. Where an item is fragile or already deteriorated, cleaning may worsen its condition even when carried out carefully.

Any complaint about damage or poor workmanship must be raised within a reasonable time after completion, and before the item is used extensively or altered further. The customer must allow us a reasonable opportunity to inspect the issue and, where appropriate, to re-clean, rectify, or assess the matter. Our total liability for any claim connected with a specific service will normally be limited to the amount paid for that service, except where law requires otherwise.

Waste Regulations and Site Conditions

We operate in line with applicable UK waste and environmental requirements. Any waste generated during the service, such as used cloths, packaging, minor debris, or waste water handled during the cleaning process, will be managed in a lawful and responsible manner. We may separate, retain, transport, or dispose of waste in accordance with relevant regulations and good practice. We do not generally remove household waste unrelated to the cleaning service unless this has been agreed in advance.

If the work creates contaminated waste, if materials are suspected to be hazardous, or if items contain substances requiring specialist handling, we may suspend the service until appropriate arrangements are made. The customer must tell us about any known contamination, including bodily fluids, mould, chemicals, pest infestations, asbestos risk, or biohazards. If such conditions are present and not disclosed, we may refuse to proceed, charge for the attendance, and notify the relevant authorities or contractors where necessary and lawful.

We reserve the right to leave the premises if we believe the site is unsafe, unsanitary, or unsuitable for normal cleaning operations. In those circumstances, any payment already made may be used to cover the cost of inspection, travel, and time spent on site, to the extent permitted by law. The customer remains responsible for ensuring the property is reasonably safe and that any waste or contamination not connected with our work is properly managed.

Ownership, Risk and Customer Property

Risk in the cleaned items passes back to the customer once the service has been completed and the premises are handed back, except where damage is caused by our proven negligence. If you request that items remain damp for later use or choose to move them before they are fully dry, you accept the associated risk of marking, slipping, or contamination. We may give estimated drying times, but these are approximate only and vary depending on ventilation, temperature, fabric, and the level of soil removed.

The customer is responsible for removing or safeguarding valuables, documents, medicines, electronics, jewellery, cash, and other sensitive possessions before cleaning begins. We will not be liable for items left in exposed areas unless we have explicitly agreed to handle them and have acted negligently. If we discover a likely risk of loss or damage to customer property, we may pause the service until the item is removed or protected.

Where keys, access codes, or security arrangements are provided to enable entry, they must be accurate and lawful to use. We will take reasonable care of any keys entrusted to us and return them as agreed. However, we are not responsible for losses arising from incorrect instructions, defective locks, pre-existing security weaknesses, or third-party access outside our control.

Governing Law and General Terms

These terms are governed by the laws of England and Wales. Any dispute arising from or connected with the service, these terms, or any related invoice or booking will be subject to the exclusive jurisdiction of the courts of England and Wales, unless applicable consumer law provides otherwise. If any part of these terms is found unenforceable, the remaining provisions will continue in full force.

We may update or amend these terms from time to time to reflect changes in law, business practices, or service methods. The version in force at the time of booking will apply to that booking unless a change is required by law. No waiver of any term will be effective unless agreed by us in writing. If we delay enforcing any right, that does not mean we have waived it.

By confirming a booking with Anerley Carpet Cleaners, you acknowledge that you have read, understood, and accepted these Terms and Conditions. If you arrange services on behalf of another person or organisation, you confirm that you have authority to agree to these terms on their behalf and that they will be bound by them as if they had made the booking directly.