Terms and Conditions for Southgate Carpet Cleaners
These Terms and Conditions set out the basis on which Southgate Carpet Cleaners provides domestic and commercial cleaning services in the UK. By making a booking, the customer agrees to be bound by these terms, which are intended to be fair, clear, and consistent with applicable consumer law. In these terms, references to “we”, “us”, and “our” mean Southgate Carpet Cleaners, and references to “you” or “the customer” mean the person or business requesting the service.
Bookings are accepted subject to availability, the accuracy of the information provided, and confirmation of the type of service required. A booking request may be made through any agreed communication method, but it is only treated as confirmed once we have acknowledged it and, where relevant, received any required deposit or pre-authorisation. The customer is responsible for ensuring that the booking details are correct, including access information, room count, service type, and any known stains, odours, or special treatment requirements.
We reserve the right to decline or amend a booking where the requested work falls outside the scope of our services, where the condition of the property has not been described accurately, or where the work would be unsafe or impractical to complete. Any quotation or estimate given before attendance is based on the information available at the time. If the site conditions differ significantly from the information provided, we may revise the price or, if necessary, withdraw from the appointment without liability.
The customer must ensure that the property is ready for cleaning at the agreed time. This includes moving fragile items, securing valuables, providing reasonable access to all areas to be cleaned, and advising us in advance of any hazards such as loose flooring, electrical issues, pest activity, water leaks, or restricted ventilation. We may refuse to begin or continue work if the premises are unsafe, unsanitary, or otherwise unsuitable for the service.
If keys, codes, fobs, or other access arrangements are provided to us, you confirm that you have the authority to do so. We will take reasonable care of any access items entrusted to us, but we are not responsible for pre-existing faults, loss caused by inaccurate instructions, or delays arising from circumstances beyond our control. If a property is unattended during the visit, the customer accepts responsibility for ensuring that the proper authority has been given for us to enter and carry out the cleaning.
All prices, whether fixed, estimated, or calculated on inspection, are subject to the final scope of work. Where the service is charged by size, condition, or time, the final amount may vary if the work required is materially greater than originally indicated. Any additional charges will be explained where reasonably possible before they are incurred. Price transparency is important to us, and we aim to avoid unexpected charges by confirming any variation before extra work is carried out.
Payments are due in accordance with the invoice or payment instructions supplied at the time of booking or on completion of the service. We may require advance payment, a deposit, or full payment on the day, depending on the nature of the job, the level of risk, and the size of the booking. Unless otherwise agreed in writing, payment must be made in full without set-off, deduction, or withholding.
We accept the payment methods notified at the time of booking. If a card payment, bank transfer, or similar method is used, the customer must ensure that sufficient funds are available and that the payment details provided are correct. Any bank charges, failed payment fees, chargeback costs, or collection expenses arising from non-payment or incorrect payment information may be added to the amount owed, where permitted by law.
Where an invoice is issued, payment must be made by the due date stated on the invoice. Late payments may result in recovery action, suspension of future bookings, or the removal of any discount previously applied. Nothing in these terms affects your statutory rights as a consumer. If you believe there is an error in a charge, you should notify us promptly so that the matter can be reviewed in a reasonable and orderly way.
Cancellations and rescheduling are accepted subject to notice. If you need to cancel or rearrange an appointment, you should provide as much notice as possible. Cancellations made with sufficient notice may not incur a charge, but where a slot has been reserved and loss is caused by late cancellation, a reasonable fee may apply to cover administrative time, travel, staff allocation, or unrecoverable costs.
If we arrive at the property and are unable to complete the service because access is not available, the premises are not prepared, or the customer is not present where attendance is required, this may be treated as a same-day cancellation or failed attendance. In such cases, we may charge a call-out fee or the agreed minimum fee. We will always act reasonably and proportionately when deciding whether a charge is appropriate.
If we must cancel or postpone a booking due to illness, unsafe conditions, equipment failure, adverse weather, supply issues, or other events beyond our control, we will use reasonable efforts to offer an alternative appointment. We will not be liable for any indirect losses resulting from a cancellation or delay, provided we have acted in good faith and with reasonable care. Where consumer law requires a different remedy, that law will prevail.
The customer understands that carpet and upholstery cleaning can involve variation in results depending on fibre type, age, wear, previous treatments, and hidden staining. While we use suitable methods and reasonable skill, we do not guarantee complete stain removal, uniform appearance, or permanent protection against future soiling. Colourfastness, shrinkage, pile distortion, or delayed staining can occur even when appropriate care is taken.
We are not responsible for pre-existing damage, defects, or wear in carpets, rugs, mats, or furnishings, including but not limited to fraying, splits, colour loss, weakened seams, discolouration, latex breakdown, embedded odours, or prior cleaning residue. Any items of special or significant value should be disclosed in advance, and we may decline to treat them if the risk is disproportionate. It remains the customer’s responsibility to insure items of value as appropriate.
Our liability is limited to losses caused directly by our negligence or by a breach of these terms, and then only to the extent permitted by law. We do not exclude or limit liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot legally be excluded. Subject to those exceptions, we shall not be liable for loss of profit, loss of business, loss of opportunity, reputational damage, or any indirect or consequential loss.
Any claim relating to damage or dissatisfaction must be raised within a reasonable time after completion of the service, and in any event as soon as the issue is discovered. You should give us the opportunity to inspect the relevant area and, where appropriate, to remedy the problem. Failure to allow a reasonable opportunity to investigate or rectify may affect the availability of a remedy. Our assessment of the work will take into account the condition of the item before cleaning and the information supplied at the time of booking.
Where a complaint is upheld, our usual remedy may be a re-clean, partial refund, or another fair adjustment, depending on the circumstances and the nature of the issue. No remedy will exceed the value of the service supplied in relation to the specific area or item in question, except where required by law. These terms do not reduce your rights under the Consumer Rights Act 2015 or any other applicable UK legislation.
Waste regulations and environmental handling requirements are an important part of our service. We will dispose of waste water, removed debris, packaging, and other service-related waste in a lawful and responsible manner. The customer must not request that waste be discharged in a way that breaches environmental, drainage, or local authority rules. If specialist disposal is required because of contamination, excessive debris, or unusual conditions, an additional charge may apply where permitted and agreed in advance.
Where access to drains, toilets, sinks, or external disposal points is provided by the customer, you confirm that such access is lawful and suitable for the intended use. We may refuse to use a disposal point if it appears unsafe, blocked, or non-compliant with waste handling requirements. Any substances discovered during the work that appear hazardous, unusual, or inappropriate for standard cleaning methods may require special handling, suspension of service, or referral to an appropriate specialist contractor.
The customer must not conceal the presence of hazardous materials, including but not limited to bodily fluids, mould contamination beyond ordinary domestic levels, chemicals, asbestos, needles, sharps, or animal waste. If such materials are identified, we may stop work immediately and may charge for time spent, travel, and any disposal or safety measures already incurred. We will act in accordance with applicable health, safety, and environmental obligations.
Use of premises and care of property remains the customer’s responsibility throughout the appointment. You should remove small valuables, sensitive documents, and breakable items from the work area before we commence. We will exercise reasonable care when moving lightweight furniture where this is part of the agreed service, but we will not move heavy, fixed, fragile, or high-risk items unless expressly agreed. Any pre-existing instability, damage, or structural weakness should be disclosed beforehand.
We may take photographs before, during, or after the service for operational, quality-control, insurance, or record-keeping purposes. Such images will be handled in line with applicable data protection law and used only for legitimate business purposes. We will not use customer data beyond what is necessary to administer the booking, process payment, or manage follow-up issues. Personal data will be retained only for as long as reasonably required for those purposes.
Neither party shall be liable for delay or failure to perform where the delay or failure results from events beyond reasonable control, including severe weather, fire, flood, transport disruption, power failure, industrial action, public health restrictions, or similar events. If such an event continues for a prolonged period, either party may cancel the affected booking without further liability, except for payment due for work already completed or costs already properly incurred.
If any part of these terms is found to be unlawful, invalid, or unenforceable, that part shall be treated as severed to the minimum extent necessary, and the remainder shall continue in full force. No failure or delay by us in enforcing any right shall operate as a waiver of that right. Any variation to these terms must be agreed by us in writing or clearly confirmed as part of the booking process.
Governing law and jurisdiction: these Terms and Conditions are governed by the laws of England and Wales. Any dispute arising out of or in connection with the service, these terms, or any related booking shall be subject to the exclusive jurisdiction of the courts of England and Wales, unless mandatory consumer law provides otherwise. If the customer is based elsewhere in the UK, the applicable local consumer protections will still be respected where required by law.
By proceeding with a booking, you confirm that you have read, understood, and accepted these Terms and Conditions. You also confirm that all information provided to us is accurate to the best of your knowledge and that you have authority to request the service at the relevant premises. These terms are designed to support a professional and consistent service standard for Southgate carpet cleaners and for customers seeking reliable carpet cleaning services under clear contractual arrangements.
