Service Terms and Conditions for Neasden Carpet Cleaners

These terms and conditions set out the basis on which Neasden Carpet Cleaners provides domestic and commercial carpet and upholstery cleaning services in the UK. By making a booking, requesting a quotation, confirming an appointment, or allowing our technicians to begin work, you agree to be bound by these terms. Please read them carefully before placing an order for any carpet cleaning service, stain treatment, sanitisation, or related cleaning work.

In these terms, references to “we,” “us,” and “our” mean Neasden Carpet Cleaners. References to “you” and “your” mean the customer, client, or person arranging the service. These terms are designed to be fair and transparent and apply to all customers unless we agree otherwise in writing.

We may update these terms from time to time to reflect changes in our operations, legal obligations, or service standards. The version that applies will be the one in effect at the time your booking is confirmed. If a change is required after a booking has been accepted, we will tell you as soon as reasonably possible.

1. Booking Process

A booking is only considered confirmed once we have accepted your request and provided you with confirmation, whether verbally, by email, or through any other written format. Any estimate, quote, availability indication, or preliminary discussion is not, by itself, a binding agreement. We reserve the right to decline a booking where we are unable to provide the requested professional carpet cleaning service safely, lawfully, or within a practical time frame.

When you request a service, you are responsible for providing accurate and complete information, including the type and number of items to be cleaned, access conditions, parking restrictions, any known stains or damage, and whether the property contains delicate materials or special surfaces. If the information you supply is incomplete or incorrect, the price, duration, or scope of the service may need to be adjusted on arrival.

We may use photographs, measurements, or a pre-inspection to help assess the job, but such checks are for convenience only and do not guarantee that the final price or method will remain unchanged if the actual condition differs from the details provided. Neasden Carpet Cleaners may amend the service plan if, in our reasonable opinion, the original method would not be suitable for the fabric, fibre, or condition of the item.

2. Service Scope and Customer Responsibilities

Our services may include carpet cleaning, stain removal, deodorising, rug cleaning, upholstery cleaning, and associated care treatments agreed at the time of booking. Any work not explicitly included in the booking confirmation is excluded unless we confirm otherwise. The phrase carpet cleaners service refers only to the tasks agreed in advance and does not include repairs, restoration, or specialist treatment unless separately arranged.

You must ensure the premises are reasonably accessible and safe for our staff to work in. This includes providing clear access to the area, removing small personal items from floors and surfaces, and notifying us of any hazards, pets, electrical issues, fragile items, or water-sensitive materials. We are entitled to pause or refuse work where conditions create a risk to people, property, or equipment.

You also agree to inform us of any pre-existing damage, including frayed seams, loose dye, faded patches, weak backing, worn fibres, prior shrinkage, water marks, or past cleaning attempts. Certain stains and odours may be permanent or may reduce only partially. We do not guarantee complete removal of stains, marks, or odours because outcomes depend on fabric type, age, prior treatment, and contamination level.

3. Payments, Pricing, and Invoicing

Unless agreed otherwise, prices are quoted in pounds sterling and may be based on the size, condition, and number of items, along with labour, equipment use, and any special treatments requested. We may offer estimates before attending the property, but the final charge may differ if the actual condition, quantity, or complexity differs from the information originally supplied.

Payment is due in accordance with the terms confirmed at booking or stated on the invoice. We may require full or partial payment in advance, or payment immediately upon completion. Accepted payment methods may include bank transfer, debit card, credit card, or other methods we specify. All payments must be made in full without deduction, counterclaim, or set-off unless required by law.

If payment is not made on time, we reserve the right to charge lawful late-payment interest, reasonable recovery costs, or administrative fees where permitted. You will be responsible for any bank charges caused by failed transfers, reversed payments, or insufficient funds. Where a price dispute arises, you must raise it promptly and in good faith; however, undisputed amounts remain payable on time.

4. Cancellations, Rescheduling, and Waiting Time

You may cancel or rearrange your booking by giving reasonable notice. If you cancel close to the appointment time, after we have reserved staff and equipment, or after arrival at the property, we may charge a cancellation fee to cover lost time and costs. The amount will be fair and proportionate to the preparation already undertaken and any travel incurred.

Where access is not available, the property is not ready, or no responsible adult is present to permit entry where required, this may be treated as a late cancellation or failed appointment. In those cases, a call-out charge or minimum service charge may apply. We may also reschedule the work if conditions on arrival are unsuitable for safe or effective cleaning.

If we need to cancel or move your appointment because of severe weather, vehicle problems, staff illness, equipment failure, or other events beyond our reasonable control, we will contact you as soon as reasonably possible and arrange an alternative date. We do not accept liability for delay caused by circumstances outside our control, but we will use reasonable efforts to complete the work within a reasonable time.

5. Liability, Damage, and Limitations

We will carry out the service with reasonable skill and care, using methods and products we consider appropriate for the fabric and condition of the items. However, cleaning outcomes vary and no service can guarantee the removal of all stains, bacteria, allergens, or odours. Natural wear, pre-existing defects, and hidden damage may become visible after cleaning, and this does not mean that our work was defective.

Our liability for loss or damage caused by our negligence is limited to the direct, foreseeable loss suffered by you. We do not exclude liability for death or personal injury caused by our negligence, fraud, fraudulent misrepresentation, or any other liability that cannot legally be excluded under UK law. Subject to those exceptions, we are not responsible for indirect, consequential, or purely economic losses.

We are not liable for damage arising from pre-existing conditions, unsuitable fabric, hidden weakness, item shrinkage due to manufacture, colour instability, poor previous treatment, or information not disclosed by you before the job began. You are responsible for removing valuables, fragile objects, documents, and items that may be affected by cleaning, moisture, or movement. Any complaint should be reported as soon as reasonably practicable after completion.

6. Waste Regulations, Environmental Duties, and Disposal

We operate in accordance with applicable UK waste, environmental, and disposal regulations. During and after cleaning, waste may include used cloths, disposable materials, wastewater, packaging, and any contaminated residue removed from the property. We will handle such waste responsibly and will dispose of or manage it only through lawful and appropriate methods.

Where waste must be taken away from the property, it will be transported and handled in a way intended to avoid pollution, nuisance, or unlawful dumping. We may segregate waste where required by law or best practice. If certain materials cannot be safely handled as ordinary waste, we may refuse to remove them or may charge extra for lawful specialist disposal if this is agreed in advance.

You must not ask us to dispose of hazardous, restricted, or illegal materials unless we have expressly agreed in writing and confirmed that we are permitted to handle them. Such materials may include asbestos, sharp medical waste, chemicals, bodily fluids beyond normal soiling, or contaminated items requiring specialist treatment. If prohibited items are discovered during the service, we may stop work and leave the area safe where reasonably possible.

7. Access, Property Care, and Force Majeure

You are responsible for ensuring we have lawful access to the premises at the booked time. If keys, codes, or permission are required, you must provide them in advance or make an appropriate arrangement. We are not liable for delays caused by blocked access, permit issues, restricted parking, building rules, lift outages, or other obstacles not under our direct control.

We will take reasonable care to protect surrounding surfaces and furnishings, but some movement of furniture, hoses, equipment, or cleaning agents is necessary during the service. Unless agreed otherwise, we do not move very heavy, unstable, electrical, or high-value items. If furniture is moved with your consent, you remain responsible for any items not securely fixed or already weakened by age or wear.

Neither party will be liable for failure or delay in performing obligations if caused by events beyond reasonable control, including but not limited to fire, flood, storm, epidemic, industrial action, transport disruption, power failure, or supply shortages. Where such an event occurs, obligations will be suspended for the period of the event and resumed as soon as reasonably practicable.

8. Complaints and Remedial Work

If you are dissatisfied with any part of the service, you should notify us promptly and allow us a reasonable opportunity to inspect the issue. Where appropriate, we may offer a follow-up visit, remediation, or another proportionate remedy. Any attempt by another provider to treat the same area before we have reviewed the complaint may affect our ability to assess the issue fairly.

Claims relating to alleged damage or incomplete cleaning should be supported by clear information, including the date of service, a description of the concern, and photographs where available. This helps us investigate efficiently and, if necessary, identify whether the issue is linked to our work, a pre-existing condition, or a factor outside our control. Nothing in this section affects your statutory rights.

9. Governing Law and Jurisdiction

These terms and any dispute or claim arising from them shall be governed by and interpreted in accordance with the laws of England and Wales. If you are a consumer, you may also benefit from mandatory rights available to you under applicable UK consumer protection legislation. Nothing in these terms is intended to reduce or limit those rights.

The courts of England and Wales shall have non-exclusive jurisdiction over any dispute arising from or connected with these terms or the services provided, although this does not prevent either party from seeking to resolve matters amicably first. If any part of these terms is found unenforceable, the remaining provisions will continue in full force and effect.

By booking a service with Neasden Carpet Cleaners, you confirm that you have read, understood, and accepted these service terms. These terms form the entire agreement between you and us in relation to the booked work, subject to any written variation agreed by both parties. For clarity, no statement made outside these terms will override them unless confirmed in writing.