UK Service Terms and Conditions for Dagenham Carpet Cleaners
These service terms and conditions set out the basis on which Dagenham Carpet Cleaners provides domestic and commercial carpet cleaning, upholstery cleaning, stain treatment, odour removal, and related specialist cleaning services in the UK. By making a booking, the customer agrees to be bound by these terms. They are designed to create clarity about the booking process, payments, cancellations, liability, waste handling, and the legal framework that governs the service. Please read these terms carefully before confirming any appointment.
For the purposes of these terms, “we”, “us”, and “our” refer to Dagenham Carpet Cleaners, and “you” or “the customer” refers to the person requesting the service, whether acting as a homeowner, tenant, landlord, agent, business owner, or authorised representative. These terms apply to all carpet cleaning services, whether booked as a one-off appointment, recurring service, or larger scheduled clean.
We reserve the right to amend these terms from time to time. The version in force at the time of your booking will apply to that booking, unless a change is required by law or by a matter affecting safety, regulatory compliance, or the proper performance of the service. Any updates will not reduce your statutory rights.
Booking process and service acceptance
A booking is requested when you provide the service details and ask us to reserve a date or time. A booking becomes accepted only when we confirm it, whether verbally, in writing, or through an automated confirmation process. We may decline or reschedule a booking if the property conditions, access arrangements, health and safety considerations, or the nature of the cleaning requirement make the job unsuitable, unsafe, or impractical.
During the booking process, you must provide accurate information about the property, the type of carpet or fabric, the approximate area to be cleaned, any visible stains, previous treatments, pets, access restrictions, parking limitations, and any risks that may affect the service. If the information provided is incomplete or inaccurate, we may need to adjust the service scope, pricing, equipment used, or attendance time. In some cases, additional charges may apply if the actual work differs materially from what was booked.
It is your responsibility to ensure that the service location is accessible on the agreed date and time. This includes arranging access to the property, securing permission from relevant occupiers or managers, and ensuring the working area is free from unnecessary obstructions where reasonably possible. If we are unable to carry out the service because access is not available, or because you are not present where presence is required, the appointment may be treated as a late cancellation or failed visit.
Quotes, pricing and payments
Any estimate or quotation provided before attendance is based on the information available at that time. Unless expressly stated otherwise, quotations are indicative and may be revised if the actual condition, size, fabric type, contamination level, or service requirement is materially different from the information supplied during booking. We will aim to explain any change before proceeding where reasonably practicable. Additional work will not be undertaken without your agreement, unless it is necessary to protect health, safety, equipment, or the integrity of the cleaning process.
Payments are due in accordance with the payment terms notified at the time of booking or upon completion of the service. We may require a deposit, pre-authorisation, or full payment in advance for certain appointments, especially where specialist equipment, premium stain treatment, or substantial time allocation is involved. Unless otherwise agreed, payment must be made immediately on completion of the work. Accepted payment methods may vary and may include bank transfer, debit card, credit card, or other approved methods.
Late or non-payment may result in recovery action, additional administrative charges where lawful, and the suspension of any future bookings. If payment is made by a business client or on behalf of an organisation, the person placing the booking confirms they have authority to do so and that the organisation accepts responsibility for payment. Any invoice queries must be raised promptly and in good faith.
Cancellations, postponements and missed appointments
We understand that plans can change. If you need to cancel or reschedule, you should notify us as soon as possible. Cancellation charges may apply depending on how much notice is given and whether costs have already been incurred. This may include costs for labour allocation, travel, equipment preparation, specialist cleaning agents, and lost opportunity to accept other work.
Where a cancellation is made with sufficient notice, we will normally offer a new appointment subject to availability. Where notice is short, where the property is not ready, or where access is unavailable, we may charge a reasonable cancellation or failed attendance fee. This is particularly relevant for appointments where our team has already travelled to site or reserved a significant time slot. We will always act reasonably and in accordance with applicable consumer law.
If we must cancel or reschedule due to illness, equipment failure, adverse weather, unsafe conditions, or reasons beyond our control, we will endeavour to offer an alternative appointment. We are not liable for any losses arising from such a change except to the extent required by law. Our liability in these situations will be limited as set out below.
Service standards, customer responsibilities and exclusions
We will carry out carpet cleaning with reasonable skill and care and in line with industry practice. Results can vary depending on fibre type, age, wear, prior cleaning methods, hidden contamination, and the condition of the carpet before treatment. Some stains, odours, colour loss, shading, pile distortion, or pre-existing damage may be permanent or may reappear after cleaning. For this reason, we do not guarantee complete stain removal, colour restoration, or uniform appearance unless specifically agreed in writing.
You are responsible for removing fragile items, valuables, and loose objects from the treatment area before the appointment begins. While we will take reasonable care, we are not responsible for damage to items left in or near the work area unless caused by our negligence. You must also notify us of any known issues including damp, previous flooding, weak flooring, underlay damage, loose seams, hidden cables, or sensitive materials that could be affected by moisture or heat.
If you ask us to move furniture or other items, we may do so only where it is safe and practical. We may refuse to move excessively heavy, unstable, hazardous, or high-value items. Any furniture relocation is undertaken at your risk unless damage is caused by our negligence. We may use protective pads, cautionary methods, or limited access cleaning around items where full movement is not suitable.
The customer must ensure that pets are secured, children are supervised, and the area is safe for operatives to work. We may pause or stop work if conditions become unsafe, if access is obstructed, or if the environment presents a risk to health or property. In such circumstances, additional charges may apply if the service cannot be completed due to matters outside our control.
Liability and limitations
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 that, our total liability to you in connection with any service will be limited to the amount paid or payable for the relevant service, except where a different limit is required by law.
We are not liable for indirect or consequential losses, including loss of profit, loss of business, loss of opportunity, or loss of enjoyment, where permitted by law. We are also not liable for damage caused by pre-existing faults, hidden defects, unsuitable materials, poor installation, ordinary wear and tear, or failure to follow aftercare instructions where such damage is not due to our negligence. Any claim for loss or damage must be notified to us as soon as reasonably practicable so that we may inspect, assess, and where appropriate remedy the issue.
Waste regulations, disposal and environmental compliance
As part of our carpet cleaning services, we may collect minor waste such as used cloths, disposable protective materials, packaging, and limited residue generated during treatment. We will handle waste in a lawful and environmentally responsible manner. We will comply with applicable waste regulations, including rules relating to transport, segregation, storage, and disposal of controlled or non-controlled waste where relevant.
You must tell us in advance if the property contains hazardous substances, bodily fluids, biohazards, needles, asbestos-related materials, chemical contamination, or any other material requiring specialist disposal. We do not automatically include hazardous waste removal as part of a standard cleaning service, and we may refuse to deal with such items unless appropriate arrangements are in place and it is lawful and safe for us to do so. If specialist disposal is required, additional charges and separate conditions may apply.
We may refuse to proceed where conditions would create an unlawful disposal risk, an environmental breach, or an unacceptable exposure to operatives. Waste generated by us remains our responsibility until lawful transfer or disposal, but any waste already present at the property remains your responsibility unless expressly agreed otherwise. You agree not to place us in a position where we would be required to breach environmental, health and safety, or licensing obligations.
Insurance, damage claims and rectification
We maintain insurance cover appropriate to the services we provide, but insurance does not alter the limits of liability in these terms. If you believe damage has occurred, you must notify us promptly and allow us a reasonable opportunity to inspect the area before repairs or replacement take place, unless immediate action is needed to prevent further damage. We may request photographs, supporting information, or access to the site before deciding how to resolve the matter.
Where we accept that a service issue is attributable to us and can be remedied, we may, at our option, re-clean the affected area, provide a partial refund, or agree another reasonable solution. This will be our primary remedy unless a different remedy is required by law. We will not be responsible for third-party repair costs unless we have agreed in writing to such costs in advance or unless the law requires otherwise.
Data, privacy and communications
We only use customer information to manage bookings, deliver the service, handle payments, deal with queries, maintain records, and comply with legal obligations. We may contact you by phone, email, text, or other agreed methods for appointment management and service-related updates. Any personal data will be processed in accordance with applicable UK data protection law and our lawful business practices.
By booking a service, you agree that we may retain relevant job records, invoices, and communication logs for operational, accounting, insurance, or legal purposes for a reasonable period. We do not sell customer personal data. Where third-party processors are used for payment or administration, they will only handle data as necessary to provide those services and in line with applicable law.
Force majeure and events outside our control
We are not responsible for any delay or failure to perform our obligations where the delay or failure results from circumstances beyond our reasonable control. These may include extreme weather, transport disruption, supply chain interruption, fire, flood, epidemic, labour disputes, power failure, government restrictions, or emergency conditions. In such cases, we may suspend, delay, or reschedule the service without liability for resulting losses, except as otherwise required by law.
If a force majeure event continues for an extended period and the service cannot reasonably proceed, either party may cancel the affected booking. Any advance payment relating to services not provided will be handled fairly in accordance with applicable law and the circumstances of the booking.
Governing law and disputes
These terms are governed by the laws of England and Wales. Any dispute arising from or relating to the service, the booking, or these terms will be subject to the jurisdiction of the courts of England and Wales, unless mandatory consumer law provides otherwise. Nothing in these terms affects your statutory rights under UK consumer legislation.
We prefer to resolve concerns quickly and proportionately. If an issue arises, both parties should act reasonably and seek to resolve the matter in good faith. Where appropriate, the parties may first attempt informal resolution before taking further action. If any term is found to be unlawful or unenforceable, the remaining terms will continue in full force to the extent permitted by law.
Final provisions
Dagenham Carpet Cleaners aims to provide a reliable, professional, and transparent service. These terms are intended to ensure that the customer and the service provider understand their rights and responsibilities from the first booking enquiry through to completion, payment, and any after-service issues. By proceeding with a booking, you acknowledge that you have read, understood, and accepted these service terms and conditions.
This document forms the basis of the contractual relationship for standard carpet cleaning and related services. If a specific written agreement or special order includes different terms, those agreed terms will apply only to the extent of any inconsistency. Otherwise, these terms remain fully effective and should be interpreted in a fair and lawful manner.
