Carpetcleaning E2 Terms and Conditions
These Terms and Conditions set out the basis on which carpet cleaning services are supplied by Carpetcleaning E2 to residential and commercial customers. By booking a service, the customer agrees to be bound by these terms, which are designed to make the carpet cleaning process clear, fair, and consistent. These terms apply to all standard and specialist cleaning work unless a separate written agreement states otherwise. They should be read carefully before confirming any appointment.
Throughout this document, references to “we”, “us”, and “our” mean Carpetcleaning E2, and references to “you” and “your” mean the customer or any person acting on the customer’s behalf. These terms cover the carpet cleaning service booking process, payment requirements, cancellations, liability limits, waste handling, and the governing law that applies to the agreement. If any part of these terms is not understood, the customer should ask for clarification before the booking is confirmed.
We provide services in accordance with reasonable skill and care and aim to deliver a professional result using suitable cleaning methods and equipment. However, outcomes can vary depending on the age, condition, fibre type, previous treatments, and level of soiling of carpets and associated textiles. No statement in these terms guarantees a particular result, as the effectiveness of carpet cleaning in E2 depends on the condition of the items being cleaned.
Booking Process
Bookings may be requested by phone, email, online form, or any other method we make available from time to time. A booking is not confirmed until we have accepted it and, where required, received any deposit or prepayment. We may ask for information about the property, the number and size of rooms, the type of flooring, access conditions, parking restrictions, and any stains, odours, or special requirements that may affect the work. Providing accurate information is important because the quoted price and estimated duration are based on the details supplied.
Any quotation for carpetcleaning E2 services is normally based on the information available at the time of booking. If the actual work required differs from what was described, we may need to revise the price, adjust the scope of the service, or reschedule the appointment. Where a customer requests additional tasks on the day of the visit, those tasks will only be carried out if we agree that they are safe, practical, and within our operational capacity. All time windows are estimates, and while we aim to attend as arranged, delays may occur due to traffic, previous jobs, or unforeseen circumstances.
Customers must ensure that the property is ready for service at the agreed time. This includes providing clear access to the areas to be cleaned, removing fragile items where possible, and ensuring that electricity and water supplies are available if required for the job. 
If a carpetcleaning appointment cannot proceed because access is restricted, the area is unsafe, or the information supplied was materially inaccurate, we may charge a wasted visit fee or cancel the booking without liability to the customer. We may also refuse to clean items that are excessively damaged, heavily contaminated, or unsuitable for treatment using normal professional methods.
Prices and Payment
Prices will be stated in the quotation, booking confirmation, or otherwise communicated before the work begins. Unless expressly stated, all prices are in pounds sterling and may be subject to VAT where applicable. We reserve the right to amend a quote if the customer requests additional work, the job is materially different from the description provided, or there are unavoidable changes to access, parking, or the size and condition of the areas to be cleaned. Any revised price will be explained before the additional work is undertaken wherever reasonably possible.
Payment is due in full on completion of the service unless we have agreed a different arrangement in writing beforehand. We may require a deposit, part-payment, or pre-authorisation for certain bookings, particularly for larger jobs, repeat appointments, or work involving specialist treatments. Accepted payment methods may include bank transfer, card payment, cash, or other methods notified at the time of booking. We are under no obligation to begin or continue work where payment arrangements have not been made or where there is evidence of fraud, chargeback abuse, or misuse of a payment method.
Late or failed payments may result in recovery action and additional charges to the extent permitted by law. Any discount, offer, or promotional rate is valid only for the period and conditions stated when offered and may be withdrawn at any time before a booking is confirmed. If an invoice is issued, it must be paid by the due date shown on the invoice. Interest and reasonable recovery costs may be charged on overdue sums where permitted under applicable law.
Cancellations, Rescheduling, and Access Issues
Customers may cancel or reschedule a booking by giving reasonable notice. Unless otherwise agreed, cancellations made less than 24 hours before the appointment may be charged in full or subject to a cancellation fee, particularly where we have reserved time, prepared equipment, or turned away other work. If a deposit has been paid, it may be retained to cover administration costs, reserved time, and any losses reasonably incurred as a result of the late cancellation. Any refund due will be made using the original payment method where practical.
We may cancel or reschedule a booking if staff illness, adverse weather, transport issues, equipment failure, safety concerns, or other events beyond our control prevent us from attending or completing the work. In such cases, we will use reasonable efforts to offer a new appointment. We are not liable for indirect loss caused by cancellation or delay, such as loss of earnings, inconvenience, or missed personal arrangements, provided we have acted reasonably and in good faith.
If we attend a property and cannot gain suitable access, or if the customer is not present where attendance is required, the appointment may be treated as a cancellation or a wasted visit. This also applies where keys, security codes, parking permissions, or other arrangements necessary for the job have not been made available. For carpet cleaning and upholstery work, the customer should also disclose any pets, plant life, vulnerable occupants, or special access restrictions that may affect safety or performance. We may decline to use certain products or techniques if we believe they may damage the material or create an unsafe environment.
Service Standards and Customer Responsibilities
We will use reasonable care and professional judgement when carrying out every carpet cleaning service. Customers are responsible for informing us of any known pre-existing damage, loose seams, stains that have previously been treated, colour loss, shrinkage concerns, or delicate fibres. We do not accept responsibility for damage caused by undisclosed pre-existing conditions, hidden defects, or unsuitable materials that could not reasonably have been identified before cleaning began. Customers should remove small or fragile items from the work area and, where possible, move light furniture before the appointment if this has been agreed in advance.
Some stains, marks, or odours may be permanent or may reappear after drying despite proper cleaning methods. This can happen where substances have penetrated deeply into the carpet backing, where the pile has been damaged, or where prior cleaning chemicals have affected the fibres. We cannot guarantee the removal of all stains, particularly those caused by bleach, dye transfer, pet accidents, rust, ink, makeup, paint, adhesive, or water damage. The customer acknowledges that professional carpetcleaning reduces soil and improves appearance, but does not restore every item to a like-new condition.
Where furniture is moved as part of the service, this will usually be limited to items that can be lifted safely by one or two operatives without risk of injury or damage. We are not required to move heavy, fixed, fragile, electronic, antique, or high-value items unless expressly agreed. Any assistance provided with furniture is done on a best-efforts basis and at the customer’s risk, except where damage is caused by our negligence. The customer should ensure that any valuable or fragile objects are secured before the visit begins.
Liability and Limitations
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 limited under applicable law. Subject to that, we will not be liable for loss or damage arising from matters outside our reasonable control, including failure to provide access, pre-existing defects, concealed contamination, unsuitable materials, or the customer’s failure to follow our instructions after the service. Our liability for direct loss caused by our breach will be limited to the amount paid for the specific service giving rise to the claim, except where the law requires otherwise.
We are not responsible for indirect or consequential losses, including loss of profit, loss of business opportunity, loss of use, or emotional distress, even if such loss is foreseeable. If a claim is made, the customer must notify us as soon as reasonably possible and provide a fair opportunity to inspect the issue and, where appropriate, attempt a remedy. Any claim should be supported by reasonable evidence, such as photographs, descriptions, and details of the circumstances in which the alleged problem occurred. Failure to allow us to inspect may affect the customer’s right to a remedy.
Where a customer requests a specific cleaning product, method, or stain removal approach against our advice, we may refuse the request or carry it out only after the customer accepts the associated risk. In such cases, we may ask for written confirmation that the customer accepts that outcome may vary and that certain methods may cause discolouration, shrinkage, or texture change. This is especially relevant in carpetcleaning in E2 where older properties, mixed fibres, or previous DIY treatments may affect the result.
Waste Regulations and Environmental Handling
We aim to carry out our work in a manner that is consistent with applicable waste and environmental requirements in the UK. This means that wastewater, removed debris, packaging, used cloths, and any contaminated disposable materials will be handled responsibly and not left in a condition that creates avoidable pollution or nuisance. Where waste must be removed from the site, we may take it away for lawful disposal or may ask the customer to arrange disposal if the waste is the customer’s responsibility under the nature of the booking.
The customer must tell us in advance if any carpets, rugs, or related items may contain hazardous substances, biohazards, needles, sharp objects, excessive bodily fluids, mould, asbestos risk, chemical contamination, or other materials that may be regulated waste. We are not licensed to handle all categories of hazardous waste, and we may refuse any job that we believe would breach health, safety, or waste handling obligations. If we agree to proceed with specialist waste-related cleaning, additional charges, restrictions, and safety conditions may apply.
Customers must not ask us to dispose of items unlawfully, and we will not knowingly transport or dispose of waste in a way that breaches environmental rules. Any cleaning residues, recovered waste, or extracted liquids will be managed using appropriate methods and, where required, in accordance with local disposal arrangements and standard professional practice. The customer remains responsible for ensuring that any waste generated by the property is lawfully stored, separated, and disposed of unless we have expressly agreed to handle it as part of the service.
Complaints, Remedies, and General Terms
If the customer believes there is a problem with the service, they should notify us within a reasonable time after completion so that we can investigate and, if appropriate, offer a remedy. Remedies may include re-treatment of the affected area, a partial refund, or another proportionate solution depending on the circumstances and the nature of the issue. No remedy will be due where the concern arises from pre-existing conditions, normal wear and tear, post-cleaning contamination, or failure to follow care instructions after the service.
We may update these terms from time to time. The version in force at the time of booking will apply to that booking unless a change in law requires an immediate update. If any part of these terms is found to be invalid or unenforceable, the remaining provisions will continue in full force. No delay or failure to enforce any right under these terms will be treated as a waiver of that right. These terms are intended to create a balanced framework for a professional carpet cleaning service and to reflect ordinary business practice in the United Kingdom.
These terms, and any dispute or claim arising out of or in connection with them, are governed by the law of England and Wales. The courts of England and Wales will have exclusive jurisdiction, except where mandatory consumer law provides otherwise. By making a booking, the customer confirms that they have read, understood, and accepted these Terms and Conditions. Where a separate written contract exists, that contract will take priority to the extent of any inconsistency. The aim is to provide a clear and dependable carpetcleaning E2 service with transparent rules for both parties.