Terms and Conditions for Canonbury Carpet Cleaners

These Terms and Conditions set out the basis on which Canonbury Carpet Cleaners provides domestic and commercial cleaning services in the UK. By making a booking, confirming an appointment, or allowing our team to start work, you agree to these terms. Please read them carefully before placing an order. They are intended to be clear, fair, and practical, while protecting both you and our business.

In these Terms and Conditions, references to “we”, “us”, and “our” mean Canonbury Carpet Cleaners, and references to “you” and “your” mean the customer, client, or person requesting the service. These terms apply to all carpet cleaning, upholstery cleaning, rug care, stain treatment, and related cleaning services we provide, unless we agree otherwise in writing.

We may update these terms from time to time. Any revised version will apply from the date it is published or otherwise communicated to you, unless a different effective date is stated. If you continue to use our services after changes are introduced, you are deemed to have accepted the updated terms.

1. Booking Process

Bookings may be made by telephone, email, online request form, or any other method we make available from time to time. A booking is only confirmed once we have accepted it and, where required, received any deposit or advance payment. Quotes given before inspection are based on the information provided by you and may change if the scope of work differs from the description supplied.

When booking with Canonbury Carpet Cleaners, you must provide accurate and complete information about the property, the items to be cleaned, access arrangements, parking restrictions, pet presence, electrical supply, and any known stains, damage, or special requirements. If the information supplied is incomplete or inaccurate, we may revise the price, change the timing, or refuse to proceed with the service.

Our appointments are offered subject to availability. We will give you an estimated arrival window, but this is not a guarantee of a precise time. Delays can occur due to traffic, previous jobs, weather conditions, equipment issues, or circumstances beyond our control. We will use reasonable efforts to keep you informed where delays become significant.

If you ask us to attend and no one is available to grant access, we may charge a call-out fee or the full service fee, depending on the circumstances and whether we have incurred costs. If the service cannot begin or be completed because access is not possible, you remain responsible for any reasonable loss or expense incurred by us.

2. Scope of Services

We will carry out the services agreed at the time of booking, using reasonable care and skill. The work may include dry soil removal, pre-treatment, steam or hot water extraction, stain treatment, deodorising, fabric-specific cleaning, and other appropriate methods. The exact process used will depend on the material, condition, and suitability of the item being cleaned.

Important: we do not guarantee that all stains, odours, marks, pet damage, or wear will be fully removed. Some contaminants may be permanent, may resurface after drying, or may react unpredictably to cleaning products. We will always act professionally, but results depend on many factors outside our control, including fabric age, prior treatment, and previous misuse.

We may refuse to clean items that we reasonably believe are unsafe, unsuitable, or at risk of damage. This includes, without limitation, items with unstable backing, severe deterioration, mould beyond normal cleaning scope, or materials requiring specialist restoration. Where possible, we may suggest an alternative approach, but we are not obliged to attempt risky treatment.

3. Payments

Unless otherwise agreed in writing, payment is due on completion of the service on the same day. We may accept bank transfer, card payment, cash, or another payment method notified to you in advance. We are not required to begin work unless the payment arrangements have been accepted.

If a deposit is required, it must be paid by the stated deadline to secure the booking. Deposits are usually deducted from the final invoice unless stated otherwise. Failure to pay a required deposit may result in cancellation of the appointment without further notice.

Where payment is not made on time, we reserve the right to charge interest and reasonable debt recovery costs to the extent permitted by law. If you dispute an invoice, you must tell us promptly and provide reasons in writing. You must still pay any undisputed amount by the due date.

4. Cancellations and Rescheduling

You may cancel or reschedule a booking by notifying us as soon as possible. We ask for reasonable notice so that we can manage staff, transport, and equipment allocation efficiently. If you cancel with insufficient notice, a cancellation fee may apply to cover our losses.

If you cancel within 24 hours of the scheduled appointment, or fail to attend, we may charge the full service fee or a substantial part of it, especially where the time slot could not be reassigned. The exact charge will depend on the circumstances, the notice given, and any costs already incurred by us.

We may also reschedule or cancel an appointment where necessary, for example due to illness, unsafe conditions, severe weather, equipment failure, or other unavoidable events. In such cases, we will use reasonable efforts to offer a new appointment time. We are not liable for indirect losses arising from a change or cancellation made for legitimate operational reasons.

5. Customer Responsibilities

You must ensure the work area is reasonably accessible and safe before we begin. This includes moving delicate items, securing pets, clearing personal belongings where needed, and ensuring electricity and water are available if required for the service. If we need to move furniture or items as part of the job, we will do so only where it is safe and practical.

You are responsible for telling us about pre-existing damage, fragile materials, loose fittings, colour loss, hidden defects, or any previous treatment that may affect the outcome. If you fail to disclose relevant information, we may not be responsible for resulting damage or unsatisfactory cleaning results.

You must also take reasonable steps to protect valuables, documents, cash, jewellery, and other personal items. We do not inspect contents of drawers, cupboards, or hidden spaces unless specifically agreed. Any item not removed by you remains your responsibility unless damage is caused directly by our proven negligence.

We recommend that you keep children and pets away from the work area during cleaning and drying. Wet surfaces, hoses, equipment cables, and cleaning agents can create hazards. Where appropriate, we may ask you to ventilate the area after the service or avoid walking on treated carpets until they are fully dry.

6. Liability

We will use reasonable care and skill in performing our services. However, to the fullest extent permitted by law, our liability is limited to direct losses only and does not include loss of profits, loss of business, loss of opportunity, or any indirect or consequential damage.

If we cause damage through proven negligence, our liability will generally be limited to the cost of repair or replacement of the affected item, taking into account its age, condition, and depreciation. We may choose to arrange repair, replacement, or a refund at our discretion, provided this is fair and proportionate to the circumstances.

We are not responsible for damage caused by pre-existing weakness, hidden defects, unsuitable materials, customer instructions, incorrect product information, failure to disclose risks, or normal wear and tear. Nor are we liable for colour fastness issues, shrinkage, pile distortion, seam separation, or similar problems where the material is inherently vulnerable or improperly maintained.

Nothing in these terms excludes or limits liability for death or personal injury caused by our negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be excluded under UK law.

7. Waste Handling and Regulatory Compliance

We operate in line with applicable UK waste and environmental obligations. Any waste generated during the service will be handled responsibly and disposed of, reused, or recycled in accordance with relevant regulations and good practice. We will not knowingly dispose of waste unlawfully or in a manner that breaches environmental rules.

Where waste is created as part of the cleaning process, it may include packaging, used consumables, removed debris, or wastewater from portable equipment. You agree that we may contain and remove such waste as part of the service if necessary and lawful. If special disposal arrangements are required due to contamination, you must tell us in advance.

We expect customers to provide accurate information about hazardous substances, body fluids, mould, pest contamination, asbestos risk, or other regulated materials. We may refuse to work on items or premises where waste or contamination presents a safety or compliance concern. If we stop work for this reason, you may still be charged for the time and costs already incurred.

We may use cleaning agents and methods that are suitable for the task, but you should inform us of any allergies, sensitivities, or restrictions before the appointment. Although we take care to select appropriate products, you remain responsible for deciding whether our service is suitable for your household, employees, occupants, or premises.

8. Complaints and Remedial Work

If you are unhappy with the service, you should notify us promptly and before arranging any third-party repairs or cleaning, so that we have an opportunity to inspect and, where appropriate, put matters right. Failure to allow us a reasonable chance to investigate may affect any claim.

Where a genuine issue is caused by our workmanship, and the matter is reported within a reasonable time, we may offer a re-clean, partial refund, or another fair remedy. The appropriate response will depend on the nature of the issue and whether it can reasonably be corrected. This is the usual first step before any further legal action is considered.

Any complaint must be made honestly and with sufficient detail to enable us to assess it properly. Photographs, dates, and a clear explanation of the concern may be helpful. We will review complaints in good faith and aim to resolve them fairly and within a reasonable period.

9. Force Majeure

We are not liable for failure or delay in performing our obligations where the failure results from events beyond our reasonable control. Such events may include severe weather, fire, flood, transport disruption, labour disputes, power failures, pandemics, government action, or other unforeseen circumstances that prevent safe or timely performance.

Where a force majeure event affects a booking, we may suspend the service, rearrange the appointment, or cancel it if performance is no longer practicable. We will try to minimise inconvenience, but we are not responsible for losses caused by such events where they are outside our control.

10. Data and Privacy

We will only use personal information for legitimate business purposes connected with providing services, managing bookings, processing payments, maintaining records, handling complaints, and meeting legal obligations. We will take reasonable steps to protect personal information and will not sell it as part of our ordinary business practice.

10.1 Any personal data provided to us will be processed in accordance with applicable UK data protection laws. Further details may be set out in a separate privacy notice if one is provided. You should ensure that any personal information you give to us is accurate and kept up to date.

11. General Provisions

If any part of these Terms and Conditions is found to be unlawful, invalid, or unenforceable, the remaining provisions will continue in full force. No failure or delay by us in enforcing a right or remedy shall operate as a waiver of that right or remedy.

We may assign or subcontract parts of the service where appropriate, provided this does not materially reduce the standard of service owed to you. You may not transfer your booking or rights under these terms to another person without our prior written consent.

These Terms and Conditions, together with any written quotation or confirmation accepted by both parties, form the entire agreement between you and us concerning the service. Any variation must be agreed in writing by an authorised representative of Canonbury Carpet Cleaners.

12. Governing Law

These Terms and Conditions, and any dispute or claim arising out of or in connection with them, shall be governed by and interpreted in accordance with the laws of England and Wales.

Any dispute arising under these terms shall be subject to the exclusive jurisdiction of the courts of England and Wales, except where mandatory consumer law provides otherwise. This means that any legal proceedings will ordinarily be heard in the relevant UK courts under English law.

By making a booking with Canonbury Carpet Cleaners, you confirm that you have read, understood, and accepted these terms. We recommend keeping a copy for your records.