Eel Pie Island Carpet Cleaners Terms and Conditions

These Terms and Conditions set out the basis on which Eel Pie Island Carpet Cleaners provides domestic and commercial carpet cleaning, upholstery cleaning, and related floor-care services across the UK. By making a booking, confirming an estimate, or allowing work to commence, the customer agrees to these terms. They are intended to create a clear and fair agreement between the customer and the service provider, covering the booking process, payments, cancellations, liability, waste handling, and the law that governs the contract.

In these terms, references to “we,” “us,” or “our” mean Eel Pie Island Carpet Cleaners, and references to “you” or “the customer” mean the person or business requesting the service. These terms apply to all carpet cleaning services supplied under our brand, whether booked online, by telephone, by email, or through another accepted arrangement. Separate written agreements may apply where a commercial client requires bespoke work, but unless expressly stated otherwise, these terms remain applicable.

We aim to keep our service terms transparent and practical. The customer is responsible for reading them carefully before booking. If anything is unclear, the customer should request clarification before confirming the appointment. Continued use of our service after any update to these terms will be taken as acceptance of the revised version, provided the customer was given reasonable notice of the change.

1. Booking Process

A booking is only considered accepted once we have confirmed the appointment and, where relevant, received any required deposit or advance payment. A quotation or estimate is not a binding acceptance of work. It is an invitation for the customer to proceed, subject to availability, access, and suitability of the premises. We may decline or postpone a booking if the requested service is unsuitable, unsafe, or beyond the scope of our equipment or training.

The customer must provide accurate information when booking, including the type of flooring, approximate room sizes, known stains, previous cleaning attempts, and any special circumstances that may affect the work. This includes, where relevant, whether there are fragile fibres, heavily soiled areas, pets, flood damage, hidden electrical risks, or restricted access. Any material inaccuracy may affect the price, duration, or outcome of the service and may lead us to adjust the quotation or decline to continue.

If we provide an estimated arrival window, that window is an indication rather than a guaranteed time slot. Traffic, prior appointments, equipment issues, and other factors may affect arrival times. We will attempt to keep delays reasonable and to notify the customer where practicable, but we are not liable for minor scheduling changes beyond our control. Access must be provided at the agreed time, and any delay caused by the customer may be treated as waiting time or a late cancellation, depending on the circumstances.

2. Service Scope and Customer Responsibilities

Our carpet cleaning services are designed to remove dirt, stains, allergens, and general soiling using professional methods suitable for the condition of the carpet and the environment in which it is installed. However, some stains, odours, wear patterns, discolouration, dye transfer, or pre-existing damage may not be fully removable. The customer acknowledges that cleaning is a restorative process, not a guarantee of complete renewal. Results can vary according to fibre type, age, condition, and prior treatment.

Before work begins, the customer must ensure that the area is ready for cleaning. This includes moving breakables, securing pets, notifying us of any hazards, and ensuring that power and water access are available if required for the method being used. We may refuse to move heavy furniture or items that are unstable, valuable, or likely to be damaged during relocation. Where furniture is moved by us, this is done only at the customer’s risk unless damage is caused by our negligence.

The customer must also ensure that the property is reasonably safe for our staff and equipment. This includes disclosing the presence of hidden hazards such as loose wiring, damaged flooring, mould, asbestos, leaking pipes, or pest infestations. If we believe conditions are unsafe or unsuitable, we may suspend or stop the service until the issue is resolved. Any additional time, expense, or reattendance caused by undisclosed conditions may be charged to the customer.

3. Prices and Payments

Prices may be provided as fixed quotes, guide prices, or hourly rates depending on the nature of the service. Unless expressly stated otherwise, quotations are based on the information supplied at the time of booking and may change if the actual work differs from what was described. Where the final job is materially larger, more heavily soiled, or more complex than expected, we may revise the price before continuing.

Payment terms will be confirmed at the time of booking or on the invoice. We may require a deposit to secure the appointment, particularly for large, commercial, or high-demand bookings. Deposits are normally non-refundable unless we cancel the booking or agree otherwise in writing. The balance is due on completion of the work unless a separate credit arrangement has been agreed in advance and confirmed in writing.

Accepted payment methods may include bank transfer, debit card, credit card, or other methods we specify from time to time. Cash payments may be accepted only where agreed beforehand. If payment is not made when due, we may charge reasonable late-payment interest and recovery costs where permitted by law. We also reserve the right to suspend future bookings until outstanding amounts have been settled in full.

4. Cancellations, Rescheduling and No-Shows

Customers may cancel or reschedule a booking by giving reasonable notice. Unless a different cancellation policy is stated at the point of booking, cancellations made with at least 48 hours’ notice will usually not incur a charge, excluding any non-refundable deposit that has already been applied. Cancellations made with less than 48 hours’ notice may result in a cancellation fee to cover lost time and preparation costs.

If the customer is not present, does not provide access, or fails to allow the service to proceed at the agreed time, the appointment may be treated as a no-show. In such cases, the full booking fee or a reasonable cancellation charge may be payable. We may, at our discretion, offer a new appointment, but this will be subject to availability and may require fresh payment or a new deposit. Repeated late cancellations may lead to refusal of future bookings.

Where we must cancel or reschedule, we will aim to give the customer as much notice as reasonably possible. If we cancel and cannot offer an alternative date within a reasonable period, any advance payment for the affected service will be refunded, provided the work has not already begun. We will not be liable for indirect losses caused by a cancellation, such as inconvenience, lost business, or alternative accommodation costs, except where such liability cannot be excluded by law.

5. Liability and Limitations

We will exercise reasonable skill and care in performing our services. If damage is caused directly by our negligence, we will assess the issue and, where appropriate, repair, clean again, or compensate in line with the law and the evidence available. Our liability is limited to the direct loss or damage reasonably foreseeable at the time of contracting. We do not accept liability for losses that are remote, indirect, or consequential.

We are not responsible for pre-existing faults, wear and tear, colour loss, unstable flooring, fibre distortion, hidden stains, or damage arising from the age or condition of the carpet. Some materials may react unpredictably to moisture, heat, cleaning solutions, agitation, or drying methods. The customer accepts that certain risks are inherent in professional carpet cleaning, especially where fibres are delicate, previously treated, or of unknown composition.

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 lawfully be excluded under English law. Where the customer is a business, our total liability for any claim arising from the service shall, to the maximum extent permitted by law, be limited to the amount paid for the specific service giving rise to the claim.

6. Waste Regulations and Environmental Compliance

We operate in accordance with applicable UK waste and environmental requirements. Any waste generated through the service, including used solution, removed residue, disposable protective materials, and other non-hazardous cleaning waste, will be handled responsibly and disposed of in compliance with relevant regulations. We aim to minimise waste and use methods that are proportionate to the work being carried out.

The customer must tell us if there are known hazardous materials, chemical residues, biological contamination, or other substances that may require special handling. We are not obliged to remove or handle hazardous waste unless this has been agreed in writing and we are properly equipped and authorised to do so. Where prohibited or specialist waste is present, the customer remains responsible for arranging lawful disposal unless the law or a separate agreement states otherwise.

Any waste left on site by us as part of normal service operations remains our responsibility until collection or disposal in accordance with applicable rules. The customer must not instruct us to dispose of waste unlawfully, and we reserve the right to refuse any request that would breach environmental, health and safety, or transport obligations. We may also charge for additional waste handling if the level of residue, contamination, or packaging exceeds what is normally expected.

7. Complaints, Reattendance and Remedies

If the customer is dissatisfied with the result, they should notify us within a reasonable time after completion, and in any event as soon as the issue becomes apparent. Complaints should include a clear description of the concern and, where possible, photographs or other supporting evidence. This helps us review the matter fairly and determine whether a re-clean, adjustment, or other remedy is appropriate.

Where a valid complaint is made, we may first offer a reattendance to inspect or improve the result. The customer must give us a reasonable opportunity to investigate and, if appropriate, remedy the issue. Any attempt by the customer or a third party to alter, treat, or clean the affected area before we have had that opportunity may affect our ability to assess the complaint and may limit the remedies available.

Nothing in this section affects the customer’s statutory rights. However, those rights do not entitle the customer to a refund or compensation for outcomes that are consistent with the nature of the service, the age and condition of the carpet, or known limitations disclosed before the work started. Our aim is to resolve concerns fairly and proportionately in line with the facts and applicable law.

8. Governing Law

These terms and any dispute or claim arising out of or in connection with them, including non-contractual disputes or claims, shall be governed by and interpreted in accordance with the laws of England and Wales. If the customer resides in Scotland or Northern Ireland, mandatory local consumer protections may still apply where required by law, but the governing law of the contract remains as stated here unless otherwise agreed.

The parties agree that the courts of England and Wales shall have jurisdiction over any dispute arising from the service, subject to any mandatory legal rights the customer may have to bring proceedings elsewhere. If any provision of these terms is found to be invalid or unenforceable, the remaining provisions will continue in full force and effect. Any failure by us to enforce a right or provision will not be treated as a waiver of that right or provision.

These terms represent the entire agreement between the customer and Eel Pie Island Carpet Cleaners in relation to the service, except where a separate written contract or mandatory legal requirement applies. By booking, the customer confirms that they have read, understood, and agreed to these terms in full.