Golders Green Carpet Cleaners Terms and Conditions

These Terms and Conditions set out the basis on which Golders Green Carpet Cleaners provides carpet, upholstery, and related cleaning services to domestic and commercial customers in the UK. By making a booking, the customer agrees to these terms, which are intended to create a clear, fair, and practical service agreement. The purpose of this page is to explain how bookings are accepted, how charges are calculated, when payment is due, how cancellations are handled, what liability is accepted, and how waste and materials are managed in line with applicable laws. For the avoidance of doubt, references to “we”, “us”, and “our” mean the cleaning provider, and references to “you” or “the customer” mean the person requesting the service or the account holder responsible for payment.

These carpet cleaning terms apply to all services provided, whether the work is arranged by phone, email, online form, messaging, or any other booking method we may offer. A booking may relate to a single room, multiple rooms, a full property clean, upholstery treatment, stain treatment, odour treatment, or a combination of such services. Unless stated otherwise in writing, the agreement is governed by these conditions only, together with any service-specific notes confirmed at the time of booking. Any variation must be agreed in writing by an authorised representative of Golders Green Carpet Cleaners.

Where a customer books on behalf of another person, company, landlord, tenant, managing agent, or property owner, the person placing the booking confirms that they have authority to do so and accept responsibility for ensuring all relevant parties are aware of the appointment details and any obligations arising from the service. If any information provided during booking is inaccurate or incomplete, we reserve the right to adjust the service, revise the price, or cancel the visit where necessary. We may also decline a booking if the requested work falls outside our operational scope, safety standards, or equipment capability.

Booking process begins when you submit a request and ends when we confirm acceptance of the appointment. An enquiry alone does not guarantee a booking. We may ask for details such as the type of flooring or fabric, approximate room sizes, access information, stain type, previous treatment history, and any health or safety concerns. This information helps us determine the appropriate cleaning method and quotation. If the customer requests a particular carpet cleaning service, we will try to accommodate it, but the final method used may change if required to protect the material or achieve the safest possible result.

At the time of booking, we may provide an estimate or fixed price based on the information available. Estimates are given in good faith, but they are not binding if the actual service conditions differ from those described. Examples include hidden staining, excessive soiling, restricted access, parking difficulties, water supply issues, additional rooms, or items requiring extra care. If the on-site assessment shows that the workload is materially different, we may revise the quotation before starting. If you do not accept the revised terms, the appointment may be cancelled and a call-out or cancellation charge may apply where permitted by law.

The customer is responsible for ensuring that the property is ready for the visit. This includes reasonable access to the areas to be cleaned, removal of fragile items where appropriate, and safeguarding items that may be affected by moisture, cleaning products, or moving furniture. We are not responsible for lifting or moving overly heavy, fixed, dangerous, or valuable items unless this has been specifically agreed in advance. Any special instructions should be given before the appointment so we can assess whether the work can be completed safely and effectively.

Payments and charges

All prices are stated in pounds sterling unless otherwise confirmed. Charges may be calculated per room, per area, per item, by hourly rate, or by a package rate depending on the nature of the work. Any quoted price may exclude add-ons such as stain protection, specialist deodorising, deep pile treatment, or work outside normal hours. Where VAT is applicable, it will be shown or added in accordance with tax rules. The customer agrees to pay the total amount due for the service as confirmed at booking or updated on site.

Payment terms may vary depending on the customer type and the work involved. For most domestic cleaning jobs, payment is due on completion unless we have agreed otherwise in writing. For larger jobs, commercial accounts, or repeat services, we may request a deposit, partial advance payment, or payment within a specified period after invoicing. We accept only the payment methods notified at the time of booking or on the invoice. If a payment is declined, reversed, or not received when due, we may suspend future bookings and recover reasonable costs associated with collection.

Any discount, promotional rate, or special offer is subject to availability and may be withdrawn at any time before a booking is confirmed. Offers cannot usually be combined unless we expressly agree. If additional work is requested during the appointment, the extra charge will be communicated where reasonably possible before the work is carried out. The customer agrees that the final invoice may reflect the actual duration, size, complexity, and condition of the cleaning service rather than the original estimate alone.

Cancellations, rescheduling, and missed appointments

The customer may cancel or reschedule an appointment by giving reasonable notice. Unless a different period is stated in the booking confirmation, we ask for at least 24 hours’ notice for domestic carpet cleaning and as much notice as possible for larger or commercial jobs. If adequate notice is not provided, we may charge a cancellation fee to cover lost time, transport, administration, and any materials prepared specifically for the job. Repeated cancellations or late changes may result in refusal of future bookings.

We may also need to cancel or postpone a visit due to illness, vehicle failure, equipment breakdown, staff shortage, severe weather, safety concerns, access problems, or any event outside our control. In such cases, we will aim to rearrange the service for a suitable alternative date. Our responsibility will normally be limited to rescheduling or refunding any prepaid amount for the cancelled portion of the work. We do not accept liability for indirect loss caused by a change of appointment where the reason for cancellation is beyond our reasonable control.

If no one is present at the property at the agreed time and access has not been arranged, or if the site is unsuitable for safe completion of the work, the appointment may be treated as a missed visit. In that event, we may charge the full booking fee or a reasonable portion of it, depending on the circumstances. It is the customer’s duty to ensure keys, access codes, parking arrangements, security passes, and any relevant instructions are in place before the appointment starts.

Service standards and customer responsibilities

We will carry out the service with reasonable skill and care using methods and products we consider suitable for the fabric and condition presented. However, cleaning results can vary depending on fibre type, age, prior wear, staining, previous treatment, backing materials, and environmental conditions. No cleaning method can guarantee the complete removal of all marks, odours, or contamination. The customer acknowledges that certain stains may be permanent or may resurface over time, particularly where spills have penetrated deep into underlay or backing layers.

Before work begins, the customer should tell us about any known issues that might affect the service, including colour loss, loose seams, fragile fibres, moth damage, water damage, pre-existing wear, pet contamination, or prior use of unsuitable chemicals. Failure to disclose such information may limit our ability to provide the service safely and may affect any complaint or liability claim. Where a material is old, delicate, unlabelled, or otherwise at risk, we may decline to treat it or may proceed only on the basis of the customer’s express instruction and acceptance of the associated risk.

If furniture is moved as part of the service, we will take reasonable care, but we cannot guarantee against minor marks, scuffs, or indentations on existing surfaces. We are not responsible for items fixed to the property, items not designed to be moved, or hidden objects under furniture. Customers are advised to remove small valuables, loose cash, breakables, electronics, and personal documents before the visit. We may refuse to move items that appear unsafe, excessively heavy, or likely to cause damage.

Subcontractors and materials

We may use employees, subcontractors, or approved agents to complete all or part of the service. Any such person acting on our behalf will be expected to follow these terms and applicable standards. Cleaning products and equipment may be changed without notice where we consider a different product or method to be more effective or safer for the particular surface. If the customer requests the use of a specific product, we will consider the request but are not obliged to use it if we believe it may damage the material or contravene safety requirements.

Liability and limitations

Nothing in these Terms and Conditions excludes or limits liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation, or any other liability that cannot legally be excluded under UK law. Subject to that, our total liability arising out of or in connection with any service shall be limited to the amount paid or payable for the specific service in question, except where a different limit is required by law. We will not be liable for loss of profit, loss of business, loss of anticipated savings, indirect loss, or consequential damage.

We are not liable for damage caused by pre-existing defects, normal wear and tear, hidden faults, unsuitable materials, incorrect information provided by the customer, or events outside our control. This includes shrinkage, colour transfer, fabric distortion, pile flattening, dye bleed, backing separation, or latent damage that may become visible during or after cleaning. The customer accepts that some risks are inherent in carpet and upholstery cleaning and that even carefully performed services can reveal pre-existing weakness that was not apparent before treatment.

Any claim relating to damage, loss, or dissatisfaction must be raised as soon as reasonably practicable and, in any event, within a reasonable time after the service has been completed. The customer should allow us a fair opportunity to inspect the issue, request photographs, or return to the property if appropriate. We may offer a re-clean, partial refund, repair contribution, or other reasonable remedy at our discretion, depending on the facts. No admission of liability will be made until the issue has been assessed.

To the extent permitted by law, the customer agrees to take reasonable steps to protect their property before and after cleaning, including allowing adequate drying time and following any aftercare information we provide. We are not responsible for damage caused by use of the carpet or upholstery before it is fully dry where the customer has failed to follow guidance or has ignored any temporary restriction notices. If third parties, such as tenants, guests, contractors, or residents, interfere with the treated area after completion, we will not be liable for resulting damage.

Waste regulations, chemicals, and environmental compliance

We aim to operate in accordance with applicable UK waste, environmental, and chemical handling requirements. Wastewater, used materials, recovered soil, contaminated residues, and disposable items will be managed responsibly and may be collected, stored, transported, or disposed of in line with relevant legislation and best practice. The customer agrees not to request any disposal method that would breach environmental rules, drain restrictions, or local authority requirements. Where specialist waste arrangements are needed, these may incur additional charges.

Our team may use detergents, stain removers, deodorising agents, and other cleaning substances suitable for professional use. The customer should advise us of allergies, sensitivities, pets, children, or other conditions that may require a modified product choice. While we try to reduce environmental impact, we cannot guarantee that all products are hypoallergenic, fragrance-free, or fully biodegradable unless specifically stated in writing. Packaging, containers, and any controlled waste will be handled according to applicable regulations and returned, removed, or disposed of as appropriate.

Complaints, termination, and governing law

If you are unhappy with any part of the service, you should notify us promptly so the matter can be reviewed. We may ask for supporting information, including photographs and a description of the issue. We will assess complaints in a fair and reasonable manner and may offer a remedy where appropriate. If a dispute cannot be resolved informally, either party may pursue any legal rights available. Nothing in these terms affects your statutory rights as a consumer where applicable.

We may suspend or terminate a booking, or refuse future services, where the customer fails to pay, provides false information, behaves abusively, presents a health or safety risk, or otherwise breaches these terms. If termination occurs before completion of the work, the customer must pay for any work already completed and any non-recoverable costs reasonably incurred. We may also terminate if the property conditions make safe service impossible or if continuing would be unlawful or impractical.

These Terms and Conditions are governed by the laws of England and Wales. Any dispute arising out of or in connection with the service shall be subject to the non-exclusive jurisdiction of the courts of England and Wales, unless another court has mandatory jurisdiction under applicable law. If any part of these terms is found to be invalid or unenforceable, the remaining provisions will continue in full force and effect. By proceeding with a booking, you confirm that you have read, understood, and agreed to these terms.