Terms and Conditions for Downham Carpet Cleaners
These Terms and Conditions set out the basis on which Downham Carpet Cleaners provides domestic and commercial cleaning services. By requesting, confirming, or allowing a booking to proceed, the customer agrees to be bound by these terms. They are intended to clarify how the carpet cleaning service operates, how appointments are arranged, what payments are due, and how issues are handled if something goes wrong. For the avoidance of doubt, references to we, us, and our mean Downham Carpet Cleaners, and references to you and your mean the customer, hirer, or person making the booking.
These terms apply to all services supplied by Downham Carpet Cleaners, including carpet cleaning, upholstery cleaning, rug cleaning, stain treatment, and any related cleaning work agreed in writing or verbally before the appointment. Where a separate written quotation, estimate, or service note is issued, it forms part of the agreement only to the extent that it does not conflict with these Terms and Conditions. If there is any inconsistency, these terms shall prevail unless expressly varied in writing by an authorised representative of Downham Carpet Cleaners.
We may update these Terms and Conditions from time to time. The version in force at the time of booking will apply to that booking. Continued use of our services, confirmation of a new appointment, or acceptance of a revised quotation will be treated as acceptance of the current terms. If any clause is found to be unlawful or unenforceable, the remaining clauses will continue in full force so far as permitted by law.
Booking process begins when you provide us with the details of the work required, including the items or areas to be cleaned, the condition of the textiles, and any known issues such as staining, wear, water damage, odour, or access limitations. A booking may be accepted subject to inspection, confirmation of availability, or completion of a preliminary quotation. Any estimate provided by Downham Carpet Cleaners is based on the information supplied by you and may be adjusted if the actual condition or scope of work differs from what was described at the time of booking.
A booking is only confirmed when we acknowledge it and, where requested, receive any deposit or advance payment. We reserve the right to decline or cancel bookings where the service requested is unsuitable, the area is unsafe, the property is inaccessible, or the customer has failed to provide sufficient information for us to plan the work properly. The customer must ensure that accurate details are supplied, including any known risks, fragile materials, hidden damage, health and safety concerns, or special requirements. Failure to disclose relevant information may affect our ability to complete the service and may result in extra charges or cancellation fees.
Customers must ensure that the premises are ready for work at the agreed time. This includes reasonable access to the property, a suitable water and electricity supply where required, and the removal of personal items or fragile objects from areas to be cleaned unless otherwise agreed. 
If items need to be moved, we may do so only where it is safe and reasonable, and we accept no liability for items that are heavy, fixed, fragile, or improperly assembled unless we have expressly agreed in writing to move them. We may refuse to clean items that are excessively soiled, damaged, contaminated, or not suitable for standard carpet cleaning methods.
Payments must be made in accordance with the quotation, invoice, or booking confirmation. Unless otherwise agreed, payment is due on completion of the service or, for some bookings, in advance. We may require a deposit to secure a booking, particularly for larger jobs, repeat visits, or appointments scheduled at peak times. Any deposit paid is applied to the final balance unless the service is cancelled in circumstances where a cancellation fee becomes payable.
All prices are quoted in pounds sterling and may be subject to VAT where applicable. A quote may exclude additional work discovered during the appointment, including extra stain treatment, urgent drying requirements, specialist cleaning, or work arising from poor access or unexpected conditions. If we identify a need for additional work, we will normally discuss this with you before proceeding. Should you ask us to continue, you agree to pay the additional amount charged. If payment is not made when due, we may suspend future services, retain goods or materials lawfully in our possession where permitted, and recover reasonable costs of collection and enforcement.
We accept payment methods notified at the time of booking or on our invoice. Any bank charges, returned payment fees, or costs arising from failed transactions may be passed on to you where allowed by law. Discounts, promotions, and special offers, if any, are offered at our discretion and may be withdrawn or changed without notice. A promotion cannot usually be combined with another offer unless we confirm otherwise in writing.
Cancellations and rescheduling must be notified as soon as possible. If you need to cancel or rearrange, you should give reasonable notice so that the appointment can be offered to another customer. Where a booking is cancelled with insufficient notice, we may charge a cancellation fee to cover lost time, travel preparation, and any direct costs already incurred. The amount of any fee will depend on the timing of cancellation, the size of the booking, and whether a deposit has been taken.
If we need to cancel or move an appointment because of illness, adverse weather, equipment failure, access problems, or circumstances beyond our control, we will make reasonable efforts to rearrange the work at a mutually convenient time. We do not accept liability for delay or non-performance caused by events outside our reasonable control, including but not limited to severe weather, transport disruption, power failure, water supply interruption, or acts of third parties.
If you are unable to attend the property when the work is due to start and this prevents us from completing the service, the appointment may be treated as cancelled by you. Similarly, if the premises are not accessible, if parking or entry restrictions make the work impracticable, or if the condition of the property is materially different from what was described, we may cancel the visit and charge a reasonable fee. Repeated late cancellations or failed appointments may result in refusal of future bookings.
Liability is limited to the extent permitted by English law. We will use reasonable care and skill in carrying out all services, and we aim to treat all carpets, rugs, and upholstery with appropriate methods and professional standards. However, cleaning results can vary depending on fabric type, age, wear, previous treatment, colourfastness, water damage, underlying contamination, and the nature of the stain. Some marks, odours, and discolouration may be permanent or may only improve rather than disappear completely. No guarantee is given that all staining, wear patterns, or fibre distortion will be removed.
We are not responsible for pre-existing damage, hidden defects, faulty manufacture, dye instability, shrinkage caused by the item’s condition, or deterioration due to age or prior improper treatment. Where a customer asks us to clean an item that is fragile, antique, valuable, or made from an unusual material, it is the customer’s responsibility to tell us before work begins. We may decline to clean any item if we believe the risk of damage is unacceptably high. If you request us to proceed against our advice, you do so at your own risk, except where the law provides otherwise.
Nothing in these Terms and Conditions limits or excludes liability for death or personal injury caused by our negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be limited or excluded. Subject to that, our total liability arising out of or in connection with a particular booking shall not exceed the total price paid or payable for the relevant service, except where the law requires a different limit.
Waste regulations apply to the handling and disposal of waste generated during the provision of our services. We will act in accordance with applicable UK environmental and waste management laws. This includes the responsible disposal of packaging, disposable materials, and any waste directly arising from the cleaning process where such disposal has been agreed as part of the service. We will not remove or dispose of controlled waste, hazardous substances, sharps, biological contamination, or other regulated materials unless we have expressly agreed to do so and are lawfully permitted to handle them.
Where waste is present on the premises before we begin work, you remain responsible for its lawful storage, segregation, and disposal unless we have agreed in writing to remove it. If we encounter waste that appears to be hazardous, contaminated, or outside the scope of ordinary cleaning, we may stop work immediately and request that appropriate specialist arrangements are made. Any additional time, protective equipment, or disposal costs arising from such material may be charged to you. We do not accept responsibility for waste left by third parties or for material that was not disclosed before the visit.
To support lawful waste handling, you must ensure that the property is not used to store prohibited or dangerous material in a manner that creates a risk to our staff, subcontractors, or equipment. If we believe that handling waste would put anyone at risk or breach applicable rules, we may refuse or discontinue the service. This decision will not be treated as a breach by us.
Customer responsibilities include ensuring that all areas to be cleaned are reasonably prepared for the appointment. You must provide truthful information about the item or premises, allow sufficient access, and take reasonable steps to protect valuables, documents, electronics, and delicate possessions. You are also responsible for informing us of underfloor heating, loose seams, damaged flooring, pre-existing spills, pets, children, or any other condition that may affect the service. If you fail to do so and loss or delay results, we may not be liable for the consequences.
Any instructions provided by our staff regarding drying time, ventilation, aftercare, or safe re-use of treated areas should be followed carefully. Wet or recently cleaned textiles may be slippery, delicate, or vulnerable to re-soiling if used too soon. We will not be responsible for damage caused by premature use, poor ventilation, overuse of cleaning products not supplied by us, or third-party interference after completion of the service. You should inspect the work as soon as reasonably possible after completion and raise any obvious concerns promptly.
If you believe there is a problem with the service, you should notify us within a reasonable time and provide enough information for us to investigate. We may request photographs, further details, or an opportunity to revisit the property where appropriate. Any remedial work, if offered, will be assessed on a case-by-case basis and may be the sole remedy available, unless the law requires otherwise. Delays in reporting an issue may make it harder to verify the cause and may affect any available remedy.
Termination and refusal of service may occur where a customer behaves abusively, fails to pay, provides misleading information, or repeatedly breaches these Terms and Conditions. We may also refuse to continue work if the premises are unsafe, if there is a risk to health and safety, or if continuing would breach legal obligations. In such cases, you remain liable for work already performed and any agreed cancellation or call-out charges.
We may use subcontractors or employees to carry out services on our behalf. Any references to Downham Carpet Cleaners include those acting under our authority. We may assign or transfer our rights and obligations under these terms to another suitably qualified provider where this does not materially reduce the standard of service you receive and where doing so is lawful.
These Terms and Conditions constitute the entire agreement between the parties in relation to the booking and supersede prior discussions or representations, whether written or oral, to the extent permitted by law. No person other than the parties to the contract shall have any rights to enforce its terms under the Contracts (Rights of Third Parties) Act 1999, except where such rights cannot be excluded by law.
Governing law and jurisdiction are as follows: these Terms and Conditions, and any dispute or claim arising from them or the services provided by Downham Carpet Cleaners, shall be governed by and interpreted in accordance with the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim unless mandatory law requires otherwise. If you are a consumer, you may also benefit from rights under applicable consumer protection legislation, and nothing in these terms is intended to remove those rights.
For clarity, any headings used in this document are for convenience only and do not affect interpretation. If a court or competent authority determines that any provision is invalid, illegal, or unenforceable, that provision shall be deemed modified to the minimum extent necessary to make it lawful, and if that is not possible, it shall be severed without affecting the rest of the document. The failure of either party to enforce a right under these terms shall not be treated as a waiver of that right.
By making a booking with Downham Carpet Cleaners, you confirm that you have read, understood, and agree to these Terms and Conditions. They are intended to provide a fair, clear, and lawful framework for the provision of a professional carpet cleaning service, while allowing flexibility where reasonable and necessary. We recommend retaining a copy for your records.
