Terms and Conditions for Ardleigh Green Carpet Cleaners

These Terms and Conditions set out the basis on which Ardleigh Green Carpet Cleaners provides carpet, upholstery, and related soft furnishing cleaning services to residential and commercial customers in the United Kingdom. By making a booking, confirming an appointment, allowing access to the property, or accepting completion of the work, the customer agrees to be bound by these terms. These conditions are intended to be clear, fair, and consistent with UK consumer law and general business practice. They apply to all services supplied under the name Ardleigh Green Carpet Cleaners, including one-off cleaning, scheduled maintenance, stain treatment, odour treatment, and any other service agreed in writing or by electronic communication.

1. Definitions
In these Terms and Conditions, “we”, “us”, and “our” refer to Ardleigh Green Carpet Cleaners. “You” and “your” refer to the customer or the person acting on behalf of the customer. “Services” means any carpet or fabric cleaning work, inspection, preparation, treatment, or related activity carried out by us. “Premises” means the property or location where the services are provided. Where a customer books on behalf of another person or business, that customer confirms they have authority to accept these terms for the relevant premises and all works requested.

2. Scope of services
We provide professional cleaning services only as agreed in the booking confirmation or written quote. Any additional tasks requested on the day may be accepted or refused at our discretion, depending on time, equipment, safety, and suitability of the materials involved. We reserve the right to decline work where a carpet, rug, fabric, or surface is unsuitable for cleaning, poses a health and safety concern, or carries a risk of damage. We may also decline to clean items that are contaminated, infested, structurally unsafe, or not capable of being treated with standard professional methods.

3. Booking process
A booking is usually made after an enquiry and an assessment of the requested service. We may provide an estimated price based on information given by the customer, photographs, or an on-site visit. Any estimate is not a fixed quotation unless we expressly state otherwise. The booking becomes confirmed only when we accept the job and provide a date, approximate time, service description, or written confirmation. It is your responsibility to give accurate information about access, parking restrictions, property type, room sizes, material type, stains, prior treatments, and any relevant conditions affecting the work. If the information provided is incomplete or incorrect, the price, duration, or suitability of the service may change.

We may ask for additional details before confirming the appointment, including evidence of the item’s condition, photographs of affected areas, or confirmation of any prior cleaning history. If you require a specific time window, this must be agreed in advance and may be subject to operational availability. We do not guarantee that all appointments can be scheduled exactly at the customer’s preferred time. Delays may occur due to travel, traffic, weather, or earlier jobs taking longer than expected. Where possible, we will communicate any material delay and agree a revised arrival time.

4. Customer responsibilities
You must ensure that the premises are safe, accessible, and reasonably prepared for the work to be carried out. This includes providing access to electricity, water if needed, and clear access to the areas to be cleaned. You should remove fragile items, valuables, and any objects that could be damaged during the cleaning process. We are not responsible for moving heavy furniture, fitted items, or objects that require specialist handling unless this has been expressly agreed in advance. Any delay caused by restricted access, incorrect information, or the need to rearrange items may result in additional charges or a revised appointment time.

5. Prices and payments
Our prices are usually based on the size of the area, type of material, level of soiling, stain severity, number of items, and any special treatment required. Any estimate or quotation may be revised if the actual condition or scope of the work differs from what was described at the time of booking. Unless otherwise agreed in writing, payment is due immediately upon completion of the services. We may accept payment by cash, bank transfer, debit card, credit card, or another method agreed in advance. Where payment is made by invoice, the invoice must be settled by the due date shown. Late payment may result in a reasonable admin charge, statutory interest, or both, to the extent permitted by law.

Any deposit, call-out fee, or advance payment requested before the appointment will be specified at the time of booking. Deposits may be used to secure the slot and may be non-refundable where cancellation occurs too close to the appointment time or where we have already incurred costs. If a customer disputes an invoice, they must notify us promptly and provide clear reasons so that we can review the matter. The customer remains responsible for paying any undisputed amount by the due date.

6. Cancellations and rescheduling
You may cancel or reschedule a booking by giving us reasonable notice. Unless otherwise agreed, cancellations made with less than 24 hours’ notice may incur a cancellation charge to cover lost time, travel, and preparation. Where we have ordered materials, reserved a slot, or incurred other costs for your appointment, we may charge those reasonable costs if cancellation is late or the work is refused on arrival without good reason. If we need to cancel or reschedule due to illness, equipment failure, weather, safety concerns, or any event beyond our control, we will aim to rearrange the service as soon as reasonably possible.

7. Arrival, access, and service conditions
We will attend the property at or around the agreed time, but arrival times are estimates only unless a fixed time has been expressly confirmed in writing. If access is not available when we arrive, or if the premises are unsuitable or unsafe, we may charge for wasted attendance. This includes situations where the customer is absent, keys are unavailable, parking is impossible, or the area to be cleaned cannot be safely accessed. If conditions at the premises are materially different from those described at booking, we may revise the scope, price, or timing of the service, or decline to proceed if the risk is too high.

We may take reasonable steps to test fabrics, assess colour fastness, and identify the appropriate cleaning method before proceeding. No cleaning method can be guaranteed to remove all stains, odours, or marks. Some stains may be permanent or may reappear after drying, especially where previous treatment, liquid penetration, or backing contamination has occurred. Cleaning results may also vary depending on age, fibre type, wear, ventilation, and the condition of the item.

8. Liability and limitations
We will carry out the services with reasonable skill and care. However, to the fullest extent permitted by law, we are not liable for pre-existing damage, wear and tear, hidden defects, shrinkage, colour loss, dye bleed, seam separation, pile distortion, or damage arising from the customer’s failure to provide accurate information. We are also not liable for indirect or consequential losses, loss of profit, business interruption, loss of enjoyment, or loss arising from delays that are outside our reasonable control. Nothing in these Terms and Conditions limits or excludes liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be excluded under UK law.

Where there is a complaint about damage allegedly caused by our work, you must notify us as soon as reasonably possible and allow us the opportunity to inspect the item before any repair, alteration, or disposal takes place. If a claim is valid, our liability will be limited, at our option and where lawful, to re-cleaning the affected area, repairing the damage, or paying the reasonable reduction in value directly caused by our breach. We will not be responsible for any damage caused by pre-existing weaknesses, unsuitable materials, prior cleaning, or concealed conditions that could not reasonably have been identified in advance.

9. Waste regulations and environmental compliance
We aim to conduct our work in accordance with applicable UK waste handling and environmental obligations. Any waste generated by us in connection with the service, such as removed debris or used consumables, will be handled responsibly and disposed of in a lawful manner. Customers must not ask us to dispose of prohibited, hazardous, or unidentified materials unless this has been agreed and can be handled lawfully. Where waste is encountered during cleaning, including contaminated residues, dirty water, or removed material, we may decide on the most suitable disposal method in accordance with relevant regulations and site safety requirements. If specialist disposal is necessary, additional charges may apply.

We expect customers to disclose any known contamination, infestation, biological matter, chemical residues, or other hazardous conditions before booking. If such conditions are discovered during the service and were not disclosed, we may stop work immediately and require appropriate remediation before continuing. We are not responsible for handling waste that falls outside the normal scope of carpet cleaning or that requires specialist licensing, facilities, or protective measures beyond our standard service.

10. Complaints and remedy
If you are unhappy with any part of the service, you should notify us within a reasonable time after completion so that we can investigate. We may ask for photographs, details of the issue, and the opportunity to revisit the premises. A complaint does not excuse payment for work properly carried out. If we agree that a reasonable issue has occurred, we may offer a re-clean, partial refund, or another appropriate remedy, depending on the circumstances and the nature of the concern. Any remedy will be assessed fairly and in line with the scope of the original service.

11. Changes to these terms
We may update these Terms and Conditions from time to time to reflect legal, operational, or business changes. The version in force at the time of booking will usually apply to your service unless a later version is agreed in writing. If any provision is found to be invalid or unenforceable, the remaining provisions will continue in full force and effect. No waiver by us of any breach or failure will operate as a waiver of any future breach or failure.

12. Governing law
These Terms and Conditions, and any dispute or claim arising from them or in connection with them, are governed by the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction over any dispute, unless mandatory consumer law provides otherwise. If the customer is located elsewhere in the United Kingdom, nothing in these terms is intended to remove any rights available under applicable local consumer protection legislation. Where the law allows, these terms are to be interpreted in a way that is fair, reasonable, and consistent with the nature of domestic and commercial cleaning services.

13. General provisions
These Terms and Conditions form the full agreement between the customer and Ardleigh Green Carpet Cleaners concerning the relevant service, unless varied in writing. You may not assign your rights or obligations without our consent. We may subcontract part of the service where appropriate, provided that the standard of service remains consistent. Any failure by us to enforce a right at any time does not mean that the right is waived. Headings are included for convenience only and do not affect interpretation. By proceeding with a booking, you confirm that you have read, understood, and accepted these terms in relation to the services requested.

These terms are intended to support clear expectations, lawful trading, and a professional service relationship between the customer and Ardleigh Green Carpet Cleaners.