Terms and Conditions for West Ham Carpet Cleaners

West Ham Carpet Cleaners provides professional carpet and soft furnishing cleaning services subject to the following terms and conditions. These terms set out the basis on which services are booked, delivered, paid for and, where necessary, cancelled or disputed. By making a booking, the customer agrees to these terms, which apply to domestic and commercial carpet cleaning services unless otherwise agreed in writing. For clarity, references to “we”, “us” and “our” mean West Ham Carpet Cleaners, and references to “you” or “the customer” mean the person requesting the service.

These terms are intended to create a clear understanding of responsibilities on both sides. Because carpet cleaning often involves access to property, use of specialist equipment, detergents, and site-specific conditions, it is important that the customer reads this document carefully before confirming any booking. If any part of these terms is not accepted, the customer should not proceed with the service request.

1. Scope of service
We provide carpet cleaning and related cleaning services as agreed at the time of booking. The service may include stain treatment, deodorising, upholstery cleaning, rug cleaning, and pre-treatment for heavily soiled areas, depending on the package selected or the quote supplied. The exact scope of the West Ham carpet cleaning service will be based on the information provided by the customer and the condition of the items or areas to be cleaned.

Any advice given before or during the appointment is offered in good faith and based on our professional experience. However, the final result can vary depending on fibre type, age of the carpet, level of wear, previous cleaning history, existing stains, backing condition, and environmental factors. We do not guarantee complete removal of all stains, odours, or marks, particularly where contamination has set in over time or where pre-existing damage is present.

2. Booking process
Bookings may be requested by phone, email, online form, or any other method offered by us from time to time. A booking is not confirmed until we have accepted it and, where required, received any deposit or advance payment specified in the quotation or booking confirmation. The customer must provide accurate information at the time of booking, including the type of cleaning required, approximate room sizes or item counts, access details, parking constraints, and any known issues such as stains, pet damage, dampness, infestation, or previous treatment.

Where a quotation is based on the information supplied by the customer, we reserve the right to revise the price if the actual condition, size, or complexity of the work differs materially from what was described. If the revised price is not accepted by the customer, we may cancel the booking without liability for any resulting loss, provided this occurs before the cleaning work begins. The customer is responsible for ensuring that the property is accessible and that someone authorised to approve the work is present at the appointment time if needed.

3. Payments
Unless otherwise stated in the quotation, payment is due immediately upon completion of the service. We may accept payment by bank transfer, debit or credit card, cash, or other methods we choose to make available. Any deposit requested to secure a booking forms part of the total service price and may be deducted from the final amount due. All prices are quoted in pounds sterling and, where applicable, may be subject to VAT or other taxes according to the law in force at the time of invoicing.

For larger contracts, repeated appointments, or commercial carpet cleaning arrangements, we may issue interim invoices or require staged payments. Failure to pay on time may result in suspension of further services, recovery action, and the addition of reasonable administration or debt recovery costs where legally permitted. If a payment method is declined or reversed, the customer remains liable for the full amount due. Title to any materials or products supplied as part of the job does not pass until full payment is received.

4. Cancellations and rearrangements
The customer may cancel or reschedule an appointment by giving reasonable notice. Unless a different cancellation policy is stated in the booking confirmation, we ask for at least 24 hours’ notice. If notice is given later than this, we may charge a late cancellation fee to cover reserved time, staff allocation, travel preparation, and any non-refundable costs incurred. If our team arrives at the property and is unable to complete the work due to lack of access, unsafe conditions, or the customer’s failure to be ready, the visit may be treated as a late cancellation or aborted appointment.

If we need to reschedule or cancel due to adverse weather, equipment failure, staff illness, safety concerns, or circumstances beyond our control, we will make reasonable efforts to offer a new appointment. We are not liable for indirect loss arising from such changes, provided we act reasonably and communicate with the customer as soon as practicable. Any deposit paid will normally be transferred to the rearranged appointment unless the customer chooses not to proceed, in which case refund eligibility will depend on the notice given and the costs already incurred.

5. Customer responsibilities
The customer must prepare the property reasonably for cleaning. This includes moving fragile items, securing valuables, and informing us of any known hazards, electrical issues, hidden damage, restricted access points, or special requirements. We may move light furniture where safe and practical, but we are not obliged to move heavy, fixed, fitted, or delicate items unless expressly agreed. The customer should ensure that pets are secured, children are supervised, and the cleaning area is clear enough for safe operation.

Where we need electricity, water, or suitable access to perform the work, the customer must provide these at no extra charge unless otherwise stated. The customer must also disclose any previous treatments, including DIY stain removers, solvents, or bleach-based products, as these may affect both the cleaning process and the finished appearance. We are not responsible for damage caused by undisclosed pre-existing conditions or unsuitable items left in the work area.

6. Liability and limitations
We take reasonable care and skill in delivering our services. However, to the fullest extent permitted by law, our liability is limited to direct loss or damage caused by our negligence or breach of contract. We will not be liable for loss of profit, loss of business, loss of opportunity, consequential loss, or any indirect or special damages. Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be excluded.

Carpet cleaning can reveal existing wear, colour loss, bleaching, poor workmanship, hidden stains, dye migration, shrinkage, seam weakness, or other pre-existing faults that were not visible before treatment. We are not liable where cleaning results in such issues becoming apparent unless the damage was caused by our negligence. Where a customer requests cleaning against our recommendation, or insists on a method not advised by us, any resulting adverse outcome is at the customer’s risk. We may refuse to clean items we consider unsuitable or unsafe.

If any item is especially valuable, antique, rare, irreplaceable, or of sentimental significance, the customer should notify us before the appointment. We may choose to decline such items or request written acknowledgement of the associated risks. Our liability for any claim relating to a single job will not exceed the amount paid for that specific service, except where law requires otherwise. The customer must notify us promptly of any alleged issue and give us a reasonable opportunity to inspect and, where appropriate, rectify the matter.

7. Waste regulations and disposal
We comply with applicable UK waste and environmental requirements when handling wastewater, used consumables, packaging, and other waste generated during carpet cleaning operations. Wastewater and residues may contain detergents, dirt, contaminants, and removed soils. We will dispose of such waste responsibly and in a manner consistent with environmental rules and local disposal standards. The customer must not ask us to dispose of hazardous waste, clinical waste, asbestos-containing material, or other regulated substances unless we have expressly agreed and are legally permitted to do so.

Where waste materials arise from the customer’s property, they remain the customer’s responsibility unless we agree otherwise in writing. If special disposal arrangements are needed because of contamination, pest activity, biohazards, or unusual debris, additional charges may apply. The customer must inform us in advance of any material that may be classed as controlled, hazardous, or difficult to dispose of, including but not limited to solvents, oils, bodily fluids, needles, sharps, or chemical residues. We may suspend work if we discover unsafe waste conditions not disclosed before arrival.

8. Access, safety, and working conditions
We reserve the right to withdraw from or stop work where conditions are unsafe, unlawful, or materially different from those described at booking. This includes inadequate ventilation, flooding, exposed wiring, unstable flooring, aggressive behaviour, verbal abuse, or any condition that could put our staff, the customer, or the property at risk. In such circumstances, any fees already incurred may remain payable. We may also pause work to allow the customer to remedy access or safety concerns, but we are under no obligation to wait indefinitely.

Our staff may take reasonable photographs before, during, or after the service for operational records, quality control, or dispute handling. Such images will be used only for legitimate business purposes and handled in accordance with applicable data protection law. We do not need to disclose internal methods, supplier information, or training processes unless required by law. The customer agrees that normal wear, pre-existing conditions, and environmental influences may affect the final appearance of cleaned surfaces even when the service is performed to a professional standard.

9. Complaints and rectification
If the customer is unhappy with any aspect of the service, they should notify us as soon as reasonably possible and no later than a reasonable period after completion, so that we can assess the issue. Where we consider a complaint valid and capable of remedy, we may offer a re-clean or another appropriate corrective measure at our discretion. This does not constitute an admission of liability. The customer must not arrange third-party repairs or remediation without giving us a fair opportunity to inspect the issue, unless immediate action is necessary to reduce further damage.

Any alleged defect must be supported by clear details of the work carried out and the problem identified. Differences in colour, shading, or texture after cleaning do not automatically amount to defective service, particularly where fibres are worn, aged, or uneven. We aim to resolve concerns professionally and proportionately, but any resolution will be subject to the limits of liability set out in these terms and to applicable consumer law.

10. Governing law
These terms and any dispute or claim arising from them, whether contractual or non-contractual, shall be governed by and interpreted in accordance with the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction over any dispute that cannot be resolved amicably between the parties. If any provision of these terms is found to be invalid or unenforceable, the remaining provisions will continue in full force and effect.

11. General provisions
We may update these terms from time to time to reflect changes in our services, pricing structure, legal obligations, or operational requirements. The version in force at the time of booking will generally apply to that service unless a later written variation is agreed. No failure or delay by us in enforcing any provision shall be treated as a waiver of our rights. Any variation to these terms must be confirmed in writing by an authorised representative of West Ham Carpet Cleaners.

These terms are designed to provide a fair and practical framework for a professional carpet cleaning service while protecting both the customer and the business. By proceeding with a booking, the customer confirms they have read, understood, and agreed to these conditions and accept that the service will be delivered subject to the nature of the property, the materials being cleaned, and reasonable operational constraints. West Ham Carpet Cleaners values clear communication, responsible practice, and lawful service delivery, and these terms reflect that approach.