Chessington Carpet Cleaners Service Terms and Conditions
These terms and conditions set out the basis on which Chessington Carpet Cleaners supplies domestic and commercial carpet cleaning services, along with related fabric care, stain treatment and optional upholstery work. By making a booking, the customer agrees that the service will be provided on the basis of the following conditions. These terms are intended to be clear, fair and practical, while protecting both the customer and the service provider. They apply to all standard bookings unless a written agreement says otherwise.
The term “customer” means the person or business requesting the service, and the term “company” refers to Chessington Carpet Cleaners. The words “service” and “services” include carpet cleaning, stain removal, deodorising, spot treatment, upholstery cleaning and any similar tasks agreed in advance. Nothing in these terms affects any rights the customer may have under UK law that cannot be excluded or limited by contract. These terms should be read together with any quotation, booking confirmation or written instructions provided before the work begins.
All bookings are subject to availability, an accurate description of the areas to be cleaned, and reasonable access to the property or premises. The customer is responsible for giving complete and correct information when arranging a service, including the number of rooms, the type of fibres or fabrics, and any known stains, damage or special conditions. If the customer provides incomplete or inaccurate details, the company may revise the quotation, adjust the schedule or decline to proceed where necessary.
The booking process normally begins with an enquiry and an initial description of the required work. A quotation may be given based on information supplied by the customer, and in some cases a site visit or further questions may be needed before a firm price is confirmed. A booking is only considered accepted when the company has confirmed the appointment by email, message or other written method. Until confirmation is issued, availability cannot be guaranteed.
The customer should check the booking confirmation carefully and notify the company of any error as soon as possible. The confirmed date, time window and agreed service scope form part of the contract. If the customer requests a change to the original booking, the company will try to accommodate the request, but any change remains subject to availability and may affect the price. For larger or more complex jobs, the company may also require a deposit or advance payment to secure the appointment.
The customer must ensure there is safe and reasonable access to the property and to the areas where cleaning is to be carried out. This includes arranging access with landlords, managing agents, building staff or other relevant parties where necessary. The company may refuse to begin work if access is unsafe, incomplete or materially different from what was described at the time of booking. If the customer fails to provide access at the agreed time, this may be treated as a late cancellation or a missed appointment.
Payments are due in accordance with the price confirmed at booking or, where applicable, after completion of the service. Quotes are normally based on the information supplied before attendance and may change if the actual work differs materially from what was described. If additional work is requested on site, or if the condition of the carpets, rugs or upholstery is significantly worse than stated, the company may revise the charge before proceeding with the extra work. Any variation will be explained as clearly as possible.
Unless otherwise agreed in writing, payment is due immediately on completion of the service. The company may accept cash, bank transfer, card payment or another agreed method, but availability of a particular payment method cannot be guaranteed in every case. Where a deposit is required, it may be non-refundable if the customer cancels outside the permitted period or fails to attend the appointment. Invoices remain payable on the due date, and overdue sums may be subject to recovery action permitted by law.
If payment is made by a business customer, the customer confirms that the person placing the order has authority to bind the business to these terms. Any invoice disputed by the customer should be raised promptly and in writing so that the matter can be reviewed. Undisputed parts of an invoice must still be paid by the due date. The company may suspend future work until outstanding sums are settled.
Cancellations and rescheduling requests should be made as early as possible. The company understands that plans may change, and it will usually try to offer an alternative date where practical. However, because appointments reserve time and resources, the company may charge a cancellation fee if the customer cancels too late or fails to provide access. The exact fee may depend on the notice given, the size of the job and whether any materials or staff time have already been committed.
Where a deposit has been taken, the company may retain some or all of it to cover genuine losses resulting from a late cancellation or no-show, provided this is reasonable and permitted by law. If the company has to cancel due to illness, safety issues, equipment failure or another valid reason, it will use reasonable efforts to rearrange the booking at a suitable time. If a refund is due for a prepaid amount, it will be made within a reasonable period using the original payment method where possible.
For services booked in a consumer context, any statutory cooling-off rights that apply under UK law will be respected, except where the customer expressly requests that the company begins work within the relevant cancellation period and acknowledges that rights may be affected once the service has been fully performed. Nothing in these terms seeks to remove mandatory legal rights. Any cancellation terms will be applied fairly and proportionately.
Liability is limited to the extent allowed by law. The company will take reasonable care while carrying out carpet cleaning services, but it cannot guarantee complete removal of every stain, odour, mark or contamination. Results depend on fibre type, age of the material, previous treatments, manufacturer instructions and the nature of the staining. Some materials may be delicate, colour-sensitive or at risk of shrinkage, and the customer accepts that cleaning methods carry inherent limitations and risks.
The company will not be responsible for pre-existing damage, hidden wear, poor installation, unstable dye, loose seams, weakened fabric, or any issue that is not reasonably visible before work starts. The customer should point out any known vulnerabilities, such as fragile backing, specialist finishes or areas previously repaired. Where the customer asks the company to proceed despite a warning, the work will be carried out at the customer’s risk to the extent that risk was explained and is lawful to allocate.
If the company causes loss or damage through negligence, its responsibility will be limited to the reasonable cost of repair or re-cleaning, or another appropriate remedy, subject always to applicable law. The company will not be liable for indirect or consequential loss, loss of profit, loss of business, or interruption of operations, except where such exclusion is not allowed by law. Nothing in these terms excludes liability for death or personal injury caused by negligence, fraud, or any other liability that cannot legally be excluded.
Waste regulations and environmental handling are important parts of the service. During carpet cleaning, waste water, extracted residue, disposable materials and any removed debris may arise as a result of the work. The company will handle waste in a responsible manner and expects customers to allow proper disposal arrangements where necessary. Any waste generated during the service will be managed in line with applicable UK environmental and waste legislation, including any local requirements governing disposal, transport and containment.
The customer must disclose any hazardous or potentially hazardous materials before the service begins, including bodily fluids, mould, chemical contamination, pests, asbestos-related concerns or other substances that may require specialist handling. The company may refuse to clean affected areas if doing so could create an unsafe environment or breach waste-handling rules. If specialist waste disposal or extra protective measures are required, the customer may be charged additional costs where lawful and reasonable.
Where items must be removed from the premises for treatment, disposal or specialist cleaning, the company will only do so with the customer’s clear permission and subject to any agreed scope of work. The customer remains responsible for ensuring that any waste placed for collection, storage or disposal is not unlawful to handle. The company will not knowingly dispose of restricted materials in a way that breaches environmental duties, and it may stop work if compliance cannot be assured.
Customer responsibilities include preparing the area where possible, removing fragile items, valuables and small personal belongings from the work zone, and ensuring pets and children are kept safely away from the cleaning process. The company may move light furniture or common household items where reasonable, but it is not obliged to move heavy, fixed or hazardous items unless this has been expressly agreed. If furniture is moved at the customer’s request, the customer accepts that minor marks, scuffs or pressure-related changes may occur, particularly where items are old or unstable.
The customer should also advise the company of any medical, safety or site-specific issues that may affect the work, such as restricted parking, alarm systems, security procedures or sensitive flooring nearby. If the property is unsuitable for cleaning because of temperature, ventilation, electrical access or other practical limitations, the company may postpone the service until the issue is resolved. Any delay caused by the customer may lead to additional charges or rebooking fees where fair and lawful.
Governing law and dispute handling are governed by the laws of England and Wales. Any disagreement arising out of or in connection with these terms will be dealt with in accordance with the courts of England and Wales, unless mandatory consumer law provides otherwise. The company and the customer agree to try to resolve any complaint or dispute informally and in good faith before taking formal legal steps. If any part of these terms is found unlawful or unenforceable, the remaining provisions will continue to apply.
These terms may be updated from time to time to reflect changes in law, operational practice or commercial arrangements. The version in force at the time of booking will usually apply to that booking, unless the customer agrees otherwise. The company may also issue special terms for one-off or contracted work, and where those terms conflict with these standard terms, the special terms will apply to the extent of the conflict. By continuing with a confirmed service, the customer confirms acceptance of the applicable terms.
For the avoidance of doubt, no statement made by staff, agents or representatives will override these terms unless confirmed in writing by an authorised person. The company’s failure to enforce any part of these terms on one occasion does not mean that the company has waived its right to enforce it later. Headings are provided for convenience only and do not affect interpretation. These terms are intended to support a professional, transparent service arrangement for carpet cleaning customers and business clients alike.
