Fulham Carpet Cleaners - Service Terms and Conditions

These Terms and Conditions set out the basis on which Fulham Carpet Cleaners provides domestic and commercial cleaning services in the UK. By making a booking, requesting a quotation, or allowing our team to begin work, you agree to be bound by these terms. They are intended to be clear, fair, and practical, and to explain the responsibilities of both parties before, during, and after the service.

These terms apply to all standard carpet cleaning, upholstery cleaning, rug cleaning, stain treatment, deodorising, and related services supplied under the name Fulham Carpet Cleaners. They should be read together with any service-specific quotation, estimate, or written confirmation provided before the appointment. If there is any inconsistency, the written booking confirmation will take priority for the specific job, followed by these Terms and Conditions.

In these terms, references to we, us, or our mean the service provider trading as Fulham Carpet Cleaners. References to you or your mean the customer, client, property owner, tenant, occupier, or authorised representative who arranges the service. For the purposes of clarity, these terms are drafted as a general legal page and are not intended to promote a specific location or local area.

1. Booking Process

All bookings are subject to availability and acceptance by Fulham Carpet Cleaners. A booking may be made by any accepted method of communication, including phone, email, online form, or written request where available. A booking is not confirmed until we have acknowledged the request and provided a date, time window, or other written confirmation. We may refuse a booking where the service requested is unsuitable, unsafe, outside our operational capacity, or otherwise unreasonable to deliver.

When you book, you must provide accurate and complete information about the property, access arrangements, parking restrictions, item sizes, fibre type, visible damage, stains, previous treatments, and any relevant hazards. Failure to provide accurate information may affect the service outcome, the price, or our ability to complete the work. If the information supplied is materially incorrect, we may amend the quote, alter the method used, or suspend the service until the issue is resolved.

You are responsible for ensuring that access is available at the agreed time. This includes unlocking the property, arranging for an authorised person to be present if required, and ensuring that pets, children, and vulnerable persons are kept safe and supervised. If we arrive and cannot carry out the service because access is not available, we may charge a call-out fee, waiting fee, or cancellation charge as permitted under these terms.

Scope of service and customer preparation

Before the appointment, you should remove small or fragile items from the work area, secure valuables, and advise us of any hidden risks such as loose floor coverings, damaged fittings, or previously repaired fabric. Unless agreed otherwise, Fulham Carpet Cleaners does not move heavy furniture, disconnect appliances, or handle items that may be unsafe to move. Any preparation required before cleaning should be completed by the customer unless expressly included in the booking.

2. Pricing and Payments

Prices are usually based on the service type, floor area, item count, fabric condition, stain severity, access conditions, and any specialist treatment required. Quotations may be provided as fixed prices, estimated prices, or subject-to-inspection prices depending on the information available at the time of booking. Unless stated otherwise, all prices are quoted in pounds sterling and may be subject to VAT where applicable.

We may revise the quoted price if the actual work differs materially from the description given at booking. This may happen where there are additional rooms, extra items, unusual contamination, heavy soiling, odour treatments, or specialised equipment requirements. Any material increase will be explained before work continues. If you choose not to proceed after being informed of the revised price, you remain liable for any reasonable costs already incurred up to that point.

Payment is due in accordance with the method and timing stated in the booking confirmation. We may require full payment before the service begins, payment on completion, or a deposit in advance for larger or commercial bookings. Accepted payment methods may include bank transfer, debit card, credit card, or other approved means. We are not obliged to release invoices, receipts, or related documents until payment has been made or settled in full.

Late or failed payments may result in admin charges, interest, or recovery action where permitted by law. Where a payment is reversed, disputed without reasonable basis, or otherwise not honoured, you agree to reimburse us for any bank charges, administrative costs, and reasonable recovery expenses incurred. Any promotional discount or offer may be withdrawn if the booking is amended, rescheduled, or materially changed.

3. Cancellations, Rescheduling, and No-Access Charges

You may cancel or request to reschedule a booking by giving reasonable notice before the appointment time. The amount of notice required may vary depending on the size and complexity of the service, and any notice period communicated in the booking confirmation will apply. If no specific period is stated, you should provide as much notice as possible so that we can allocate the appointment slot elsewhere.

If you cancel at short notice, fail to provide access, or are not ready for the service at the agreed time, we may charge a cancellation fee, wasted journey fee, or a portion of the service cost to reflect the reserved time and costs already incurred. Where equipment has been dispatched, staff have attended the site, or materials have been prepared specifically for your job, the charge may be increased to reflect genuine loss.

If we need to cancel or reschedule due to illness, unsafe conditions, severe weather, equipment failure, or other factors beyond our reasonable control, we will aim to rearrange the appointment as soon as reasonably possible. We will not be responsible for any indirect loss caused by a change of date, but we will act fairly and communicate any changes promptly. Where a deposit has been taken for a job we cancel, it will be refunded or rescheduled at your choice, unless the cancellation was caused by your breach of these terms.

Right to refuse unsafe or unsuitable work

We reserve the right to postpone or decline services where the environment is hazardous, the item condition is too poor for safe cleaning, or the requested result cannot reasonably be achieved without risk of damage. This includes, for example, active infestations, biological contamination beyond standard cleaning scope, illegal waste, uncontrolled leaks, or unsafe electrical situations. In such circumstances, any decision made by our operative is final for immediate safety purposes, subject to review by management.

4. Liability, Damage, and Service Limitations

Fulham Carpet Cleaners will carry out services with reasonable care and skill, using methods that are suitable for the material and the condition disclosed or reasonably apparent at the time of cleaning. However, cleaning is not an exact science. Results may vary depending on fibre type, age, stain origin, prior cleaning products, wear, sunlight exposure, water damage, and the underlying condition of the item or surface.

We do not guarantee the complete removal of every stain, mark, odour, or bacterial source, especially where the cause is permanent, unknown, or embedded deep within the fibres or padding. Some stains may reappear after drying due to wick-back, hidden residues, or previous treatment. Likewise, delicate fibres or poorly maintained textiles may suffer colour loss, texture change, shrinkage, or distortion despite reasonable care, particularly where the item was already weakened before treatment.

Our liability for direct loss or damage caused by our proven negligence is limited to the cost of repair or replacement of the affected item, taking into account depreciation, age, and fair wear and tear. We will not be liable for pre-existing damage, hidden defects, manufacturing faults, colour fastness issues, or problems arising from information not disclosed by you. Nothing in these terms excludes liability for death or personal injury caused by negligence, fraud, or any other liability that cannot lawfully be excluded under UK law.

You must notify us of any alleged issue as soon as reasonably possible and, in any event, within a reasonable time after the service. You should allow us the opportunity to inspect the item, assess the issue, and, where appropriate, offer a remedial re-clean or other practical remedy. You agree not to arrange third-party repair or disposal before giving us that opportunity unless urgent safety concerns require immediate action.

Customer warranties and declarations

By booking, you confirm that you are authorised to arrange the service for the relevant property or items, that you have given us all material information requested, and that any treatment instructions from the manufacturer, landlord, insurer, or fabric care label have been disclosed. You also confirm that the items are safe to clean using standard professional methods unless you have told us otherwise. If you withhold relevant information, you may remain responsible for any resulting loss or damage.

5. Waste Regulations and Environmental Compliance

Where our work generates waste water, extracted soil, residue, disposable cloths, packaging, or other cleaning by-products, we will handle such material in line with applicable UK waste management requirements and reasonable environmental practice. We may use on-site extraction, sealed containment, or other lawful disposal methods depending on the nature of the service and the facilities available at the property.

Unless specifically agreed in writing, the customer is responsible for identifying any restricted drainage, septic tank limitations, protected surfaces, or property rules affecting disposal of wastewater. We may refuse to discharge contaminated liquids into drains, sinks, or external systems where doing so would be unsafe, unlawful, or inappropriate. If special collection or disposal arrangements are needed, additional charges may apply and must be agreed in advance where possible.

You must not request us to dispose of items, liquids, or substances that are hazardous, controlled, or prohibited by law without prior disclosure and written approval. This includes, without limitation, asbestos-related materials, sharps, chemicals requiring specialist handling, clinical waste, or any contaminated waste that falls outside standard carpet cleaning operations. If such materials are discovered during the job, we may stop work and advise you to arrange appropriate professional removal.

We aim to reduce waste where reasonably possible by using efficient cleaning methods, reusable equipment, and appropriate chemical control. Where cleaning agents are used, they will be selected to balance effectiveness, safety, and environmental responsibility. You should advise us of allergies, sensitivities, or restrictions on product use before the appointment so that appropriate alternatives can be considered.

6. Complaints, Remedies, and Aftercare Responsibilities

If you are dissatisfied with any part of the service, you should contact us promptly and provide reasonable details of the issue. We may request photographs, a description of the concern, and the opportunity to re-inspect the work. If a problem is caused by our failure to perform the service with reasonable care and skill, we will normally seek to put it right within a reasonable period by re-cleaning, treating the affected area again, or offering another appropriate remedy.

Complaints will not be accepted where the issue arises from normal drying behaviour, pre-existing damage, discolouration caused by prior products, poor maintenance, or a condition outside our control. To support the best outcome, you should follow any aftercare instructions we provide, including ventilation, drying times, and restrictions on foot traffic. Failure to do so may affect results and reduce any remedy available under these terms.

Any remedial service provided by us does not amount to an admission of liability unless expressly stated in writing. It is offered as a practical response to a genuine concern and does not extend the original scope of warranty beyond what is set out in these terms. We may refuse further work where the complaint is unreasonable, repetitive, abusive, or unsupported by sufficient information.

7. Data, Property, and General Provisions

We may keep records relating to bookings, invoices, service notes, and communications for administrative, accounting, quality control, and legal purposes. Any personal data handled in connection with a booking will be processed in accordance with applicable UK data protection law. We will not use your information for unrelated purposes without a lawful basis.

Any equipment, tools, or materials brought to the property remain our property unless sold to you separately. You must not interfere with, remove, or use our equipment without permission. If any of our property is damaged, lost, or taken through your negligence or the negligence of those under your control, you may be required to reimburse us for repair or replacement costs.

We may assign or subcontract part of the work where reasonable to do so, provided that the service standard remains consistent with these terms. You may not transfer your rights or obligations under the booking to another person without our prior agreement. If any part of these terms is found to be invalid or unenforceable, the remaining provisions will continue in full force and effect.

8. Governing Law and Jurisdiction

These Terms and Conditions, and any dispute or claim arising out of or in connection with them, are governed by the laws of England and Wales. If the service is supplied in another part of the UK, the applicable mandatory consumer protections of that jurisdiction may also apply where required by law. Nothing in these terms is intended to reduce any non-excludable statutory rights you may have as a consumer.

Any dispute should first be raised with us in writing so that we have the opportunity to review the matter and seek a practical resolution. If a dispute cannot be resolved amicably, the courts of England and Wales will have jurisdiction, unless the law requires otherwise. These terms are intended to be interpreted in a commercially sensible way that reflects the nature of professional carpet cleaning services and the reasonable expectations of both parties.

By proceeding with a booking, you confirm that you have read, understood, and accepted these Terms and Conditions for Fulham Carpet Cleaners. If you do not agree with any part of them, you should not instruct the service or permit work to begin. Acceptance may be given in writing, verbally, or by conduct, including allowing access and authorising the work to proceed.