Swiss Cottage Carpet Cleaners Terms and Conditions

These Terms and Conditions set out the basis on which Swiss Cottage Carpet Cleaners provides carpet cleaning and related domestic or commercial cleaning services in the UK. By booking a service, the customer agrees to read, understand, and accept the conditions below. These terms are intended to create a clear, fair, and practical agreement between the customer and the service provider, covering the booking process, payments, cancellations, liability, waste handling, and the law that applies to the contract. Please read carefully before confirming any appointment.

For the purposes of these terms, the words “we”, “us”, and “our” refer to Swiss Cottage Carpet Cleaners, and “you” or “the customer” refers to the person requesting the service or any person acting on their behalf. These terms apply to all carpet cleaning services, upholstery cleaning, rug cleaning, stain treatment, and similar work unless a separate written agreement says otherwise. If any part of these terms is not clear, the customer should raise the matter before the booking is completed.

We reserve the right to amend these terms from time to time. Updated terms will apply to new bookings made after the date of change. Unless otherwise stated in writing, the version of the terms in force at the time of booking will apply to that appointment. Nothing in these terms affects your statutory rights where they cannot be lawfully excluded.

1. Booking Process

Bookings may be made by phone, email, online form, or any other method we make available from time to time. A booking is not confirmed until we accept it, which may depend on availability, access information, parking constraints, the type of items to be cleaned, and any special requirements disclosed by the customer. The customer must provide accurate details, including the address, contact information, the rooms or items requiring cleaning, and any known stains, damage, or fabric concerns.

When requesting a quotation, the customer should give full and truthful information so that we can provide an appropriate estimate. Any quote is based on the details supplied at the time of enquiry. If the actual work differs from the information provided, we may revise the price before or during the visit. This may include, without limitation, extra time, specialist stain removal, difficult access, severe soiling, or the need for additional equipment. A revised price will only be applied where reasonably justified.

The customer is responsible for ensuring that the cleaning area is accessible at the agreed time. This includes removing small personal items where necessary, providing safe access to the property, and ensuring that water, electricity, and parking arrangements are available where required for the service. If access is delayed or refused, the appointment may be treated as a late cancellation or charged in accordance with these terms. We may refuse or postpone a booking if the site is unsafe, unsanitary, or unsuitable for the service requested.

2. Service Standards and Customer Responsibilities

We will use reasonable skill and care when carrying out all carpet cleaning services. However, the customer acknowledges that results may vary depending on fabric type, age of the fibres, previous treatment, level of wear, existing damage, and the nature of the stains. Some marks may be permanent or may not fully respond to cleaning. We do not guarantee complete removal of every stain, odour, or discolouration, especially where damage has already occurred or where cleaning may be limited by the material’s condition.

The customer must inform us before the appointment of any known issues that may affect the service, including shrinkage risk, colour run, loose seams, fraying, moth damage, fragile materials, or underfloor heating. Failure to disclose relevant information may affect the outcome of the work and may limit any remedy available under these terms. Where we believe a method may be inappropriate for a particular material, we may decline to proceed or may offer an alternative cleaning method.

We may ask the customer to sign a job sheet or checklist before or after the service to confirm the service scope and any visible issues noted on arrival. Any signature or confirmation given by the customer or their representative will be treated as acknowledgement of the agreed work, though it does not remove rights provided by law. Swiss Cottage Carpet Cleaners may also take photographs for operational records, quality assurance, or evidence of condition before and after cleaning, provided that such records are handled in line with applicable data protection requirements.

3. Payments

Payment terms will be stated at the time of booking or on the invoice. Unless otherwise agreed in writing, payment is due on completion of the service on the day of the appointment. We may accept payment by card, bank transfer, cash, or other methods made available by us from time to time. If payment is made by invoice, the due date stated on the invoice must be observed. Late payment may result in reasonable recovery action and, where lawful, interest or administrative charges may be applied.

Any deposit paid to secure a booking may be non-refundable where the customer cancels outside the permitted cancellation period or fails to provide access on the appointment day. If a deposit is required, the amount and conditions will be explained before confirmation. Any additional charge arising from extra work approved by the customer on site must be paid in full once the service is completed. We do not allow unilateral deductions or set-off unless required by law.

All prices are quoted in pounds sterling unless otherwise stated. Prices may include VAT where applicable, but if VAT status changes or a quotation is issued excluding tax, this will be made clear. Promotional offers or discount codes may be subject to date restrictions, service limitations, or minimum spend requirements. We may withdraw an offer at any time before a booking is confirmed, provided this does not affect an already accepted contract.

4. Cancellations, Rescheduling, and Missed Appointments

Customers may cancel or reschedule a booking by giving reasonable notice. Unless a different cancellation period is stated at the time of booking, we ask for at least 24 hours’ notice. If cancellation is made within the permitted period, any prepayment may be refunded or transferred to a new date, subject to administrative handling and any non-recoverable costs already incurred. If notice is not provided in time, we may retain all or part of the deposit, or charge a cancellation fee that is reasonable in the circumstances.

If we arrive at the property and cannot complete the service because access is not available, parking is not arranged where necessary, the customer is absent, or the area is not ready for cleaning, the appointment may be treated as a missed visit. In such cases, we may charge a call-out fee or require a new booking. We will act fairly and proportionately, taking account of the reason for the failure and any costs already incurred by us.

We may also need to cancel or rearrange a booking due to illness, equipment failure, severe weather, unsafe conditions, or events outside our reasonable control. Where this happens, we will try to offer an alternative appointment. Our responsibility in such circumstances will normally be limited to rescheduling or refunding any amount paid for services not yet performed. We are not responsible for indirect losses resulting from a lawful cancellation by us.

5. Liability and Limitations

We accept liability for direct loss or damage caused by our negligence, but only to the extent permitted by law. 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 be excluded under UK law. Subject to those legal limits, our total liability for any claim arising from a booking shall not exceed the amount paid for the specific service that gave rise to the claim.

We are not liable for pre-existing damage, hidden defects, wear and tear, poor previous workmanship, or issues caused by inaccurate information supplied by the customer. This includes, but is not limited to, colour loss in delicate textiles, fibre distortion, shrinkage, bleeding dyes, or damage to items that are already weakened. Where the customer has not disclosed relevant information, we will not be responsible for consequences that could reasonably have been avoided if the information had been provided in advance.

The customer should remove valuables, fragile objects, loose cash, important documents, and personal items from the work area before the appointment. While our staff will act with care, we are not responsible for loss or damage to items left in vulnerable locations unless caused by our negligence. Any claim must be reported as soon as reasonably possible and, where practical, before the team leaves the premises so that the issue can be assessed promptly.

6. Waste Regulations and Environmental Handling

We take our duties regarding waste management seriously and expect all cleaning activities to comply with applicable UK waste regulations and environmental standards. Waste generated during the service, such as used cloths, packaging, disposable materials, or waste water collected as part of the process, will be handled responsibly and disposed of through appropriate channels where required. We will not knowingly dispose of waste unlawfully, cause pollution, or leave materials in a manner that breaches environmental obligations.

Where the service involves removal of residues, dirty water, contaminated materials, or packaging, we may transport and manage those materials in accordance with legal and operational requirements. The customer must not ask us to dispose of prohibited, hazardous, or regulated substances unless that has been expressly agreed and is lawful. If we discover materials that require specialist handling, we may suspend the service and advise the customer that additional arrangements are necessary.

The customer remains responsible for declaring any contamination, infestation, biological hazard, or other condition that could create a risk to health or require specialist disposal. If such matters are discovered only after work begins, we may stop the job, seek additional instructions, or apply a revised fee if the service can lawfully continue. We may also refuse to handle materials that are unsuitable for standard carpet cleaning operations.

7. Complaints and Service Issues

If the customer is unhappy with any aspect of the service, they should notify us within a reasonable time after completion so that we can investigate. Photographs and a description of the concern may be requested. We may offer a revisit, corrective treatment, partial refund, or other reasonable remedy where appropriate and where the issue falls within our responsibility. Any remedy will depend on the facts of the case and the limits set out in these terms.

Claims relating to apparent issues should be reported promptly, and in any event within a reasonable period after the service, because delay may make it harder to assess whether the problem was caused by the cleaning process or by later events. We will assess complaints in good faith and may ask for access to the affected area or item to inspect the condition before deciding on a response.

Nothing in this section affects the customer’s legal rights under consumer law where those rights apply. However, the customer agrees to give us a fair opportunity to inspect and, where suitable, to remedy the issue before taking other action. This helps ensure that any disagreement is resolved in a practical and proportionate way.

8. Governing Law and Jurisdiction

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 laws of England and Wales. If the customer is based in Scotland or Northern Ireland, mandatory local consumer protections may still apply where relevant, but the contract itself will ordinarily be governed by the law stated here unless a different rule is required by law.

Any dispute not resolved through reasonable discussion or complaint handling shall be subject to the exclusive jurisdiction of the courts of England and Wales, except where a customer has a statutory right to bring proceedings elsewhere. We encourage all parties to try to resolve disputes amicably and proportionately before starting formal proceedings.

By making a booking with Swiss Cottage Carpet Cleaners, the customer confirms that they have had the opportunity to review these terms and that they agree to be bound by them. If any provision is found to be invalid or unenforceable, the remaining provisions will continue in full force. These terms constitute the entire agreement between the parties in relation to the relevant service, unless otherwise agreed in writing.