Finsbury Carpet Cleaners Service Terms and Conditions
These Terms and Conditions set out the basis on which Finsbury Carpet Cleaners provides domestic and commercial cleaning services in the UK. By making a booking, confirming an appointment, or allowing our operatives to begin work, the customer agrees to be bound by these terms. These terms are intended to create a clear understanding of the service offered, the responsibilities of both parties, and the limits that apply to a carpet cleaning service. They are designed to be read alongside any written quotation, service specification, or invoice issued for a particular job. In the event of any inconsistency, the written quotation or job-specific agreement will take priority to the extent of that inconsistency.
Throughout these terms, references to “we”, “us”, and “our” mean Finsbury Carpet Cleaners, and references to “you” and “your” mean the customer, client, occupier, or authorised representative making the booking or receiving the service. Our cleaning services may include carpet cleaning, rug cleaning, upholstery cleaning, stain treatment, deodorising, and related maintenance work, depending on the scope agreed before the appointment. Unless expressly stated otherwise, any description of our services is a general description only and does not amount to a guarantee that every item, stain, or odour can be fully removed.
These terms apply to all bookings made by telephone, email, online form, message, or any other booking method we may offer from time to time. Please read them carefully before confirming a booking. If you do not agree with any part of these terms, you should not proceed with the appointment. We may update these terms periodically to reflect changes in law, industry practice, or our service offering. Any updated version will apply only to future bookings unless we expressly agree otherwise in writing.
1. Booking Process
Bookings for carpet cleaning in Finsbury or any other location we serve are accepted subject to availability and our assessment of the job requirements. A booking is only confirmed when we have acknowledged it and, where applicable, received any required deposit or prepayment. Before confirming a booking, we may ask for information about the size of the property, the type and condition of the carpet or fabric, access arrangements, parking restrictions, water supply, electricity availability, and any previous cleaning or treatment carried out. This information helps us provide an accurate estimate and ensure the correct equipment and materials are brought to site.
You must ensure that all information provided during the booking process is accurate and complete. If the details later turn out to be incorrect or incomplete, we may revise the price, amend the timetable, adjust the scope of work, or, where necessary, cancel the booking. Any quotation we provide is based on the information available at the time and on normal working conditions. It is not a fixed price for additional work not previously discussed, such as heavy stain removal, post-construction dust, pet contamination, mould-related concerns, or excessive soiling requiring specialist treatment.
We reserve the right to refuse or cancel a booking if the premises are unsafe, the requested service is unsuitable for the materials involved, or the job appears to require treatment outside our standard service scope. In such circumstances, we may suggest an alternative approach, but we are not obliged to proceed. Where we attend a property and find conditions materially different from those described at booking, we may charge a call-out fee, an aborted visit fee, or the full agreed minimum charge, depending on the situation and the amount of time already spent.
2. Prices and Payments
All prices are quoted in pounds sterling and, unless expressly stated, are exclusive of VAT or other applicable taxes. The final price may vary depending on the actual size of the area, the condition of the textiles, the complexity of the work, and any additional services requested on the day. Any estimate given before inspection is an approximate figure only. Where a firm quotation is issued, it will remain valid for the period stated in the quotation, provided that the information supplied remains unchanged.
Payment is due in full on completion of the service unless we have agreed alternative payment terms in writing before the appointment. We may require a deposit to secure a booking, particularly for larger commercial jobs, first-time customers, or appointments scheduled during peak periods. Deposits are generally non-refundable except where cancellation is made by us, or where applicable law requires otherwise. We accept payment methods notified at the time of booking, which may include bank transfer, card payment, or other approved methods. Cash may be accepted only where we have stated this in advance.
If payment is not made when due, we reserve the right to charge statutory interest and reasonable recovery costs to the extent permitted by law. We may also suspend further services until overdue sums are settled. Any dispute about invoicing must be raised promptly and in any event within a reasonable time after receipt of the invoice. Raising a dispute does not entitle you to withhold undisputed sums. If part of an invoice is disputed, the undisputed portion should still be paid on time.
3. Cancellations, Rescheduling, and Missed Appointments
You may cancel or reschedule a booking by giving us reasonable notice. Unless a different notice period is stated in the quotation or booking confirmation, we ask for at least 48 hours’ notice before the scheduled appointment. If you cancel within the notice period, we may charge a cancellation fee to cover costs, loss of reserved time, and administrative expenses. The exact fee may depend on the size and nature of the booking and whether materials, equipment, or specialist personnel have already been allocated.
If you fail to provide access to the premises, are not present where your attendance is required, or otherwise prevent us from carrying out the service at the agreed time, the appointment may be treated as a late cancellation or missed appointment and charged accordingly. We are not responsible for delays caused by access problems, parking restrictions, unsafe conditions, or failure to provide accurate entry instructions. If we are unable to complete the service because you or your representative is not available to authorise required decisions, we may leave the site and charge for the time attended.
We may reschedule or cancel an appointment if we are affected by illness, vehicle breakdown, extreme weather, staff shortages, safety concerns, or events outside our reasonable control. Where this happens, we will try to offer an alternative date as soon as reasonably practicable. Our liability for cancellation by us is limited to refunding any advance payment for the cancelled appointment, unless the law requires more. We will not be responsible for any indirect loss arising from cancellation or rescheduling, including lost business time or inconvenience, except where such limitation is not permitted by law.
4. Service Standards, Customer Responsibilities, and Liability
We will carry out the work with reasonable care and skill, using methods appropriate to the fibre type, fabric condition, and level of soiling. However, carpet and upholstery cleaning involves natural variation, and results may differ depending on wear, age, fading, previous cleaning, staining, colour fastness, and material construction. We do not guarantee the complete removal of all stains, odours, or marks. Some contamination may be permanent, may wick back after drying, or may become more noticeable once the area has been cleaned. Where a pre-existing defect is present, cleaning may reveal or worsen it even if reasonable care is used.
You are responsible for removing fragile items, ornaments, valuables, loose documents, and other personal property from the work area before we start. Unless otherwise agreed, we are not responsible for moving heavy furniture, lifting fixed fittings, disconnecting appliances, or handling items that could be damaged by relocation. If we agree to move items, we will do so with reasonable care, but only at your risk for pre-existing instability, hidden defects, or unsuitable construction. You should inform us in advance of any known damage, weak flooring, hidden cables, or areas requiring special caution.
Our total liability for loss or damage arising from the service, whether in contract, tort, negligence, breach of statutory duty, or otherwise, is limited to the amount paid or payable for the specific service giving rise to the claim, except where the law does not allow such limitation. We do not exclude liability for death or personal injury caused by our negligence, fraud, fraudulent misrepresentation, or any other liability that cannot legally be excluded or limited under UK law. We will not be liable for loss of profit, loss of business, loss of opportunity, or any indirect or consequential loss. Nothing in these terms affects your statutory rights as a consumer.
5. Access, Health and Safety, and Site Conditions
You must provide safe and suitable access to the premises and ensure that the work area is reasonably clear and usable. We may refuse to work if the site is unsafe, excessively dirty, infested, contaminated, or otherwise unsuitable without additional protective measures. We may also suspend work if we believe that continuing would present a risk to people, property, or equipment. If we pause or stop work for safety reasons, any time already spent and any consumables used may still be chargeable.
You are responsible for disclosing any known hazards, including asbestos risk, biological contamination, aggressive animals, water leaks, electrical faults, or substances requiring specialist handling. We may require that pets be secured and children kept away from the working area. If a property has poor ventilation, restricted water supply, or insufficient electricity for our equipment, the service may be delayed, reduced, or reconfigured. Additional charges may apply if we need to use alternative methods, extended drying equipment, or extra labour to complete the service safely.
We will use reasonable care to protect furnishings, flooring, and nearby surfaces, but we recommend that you remove or safeguard items that may be affected by moisture, cleaning agents, or movement of air. Some carpets and fabrics may take longer to dry, especially where the pile is dense, the weather is damp, or the textile is heavily soiled. Drying times are estimates only. We are not responsible for mould growth, odours, or other damage caused by failure to ventilate the area, unless the problem is directly caused by our negligence.
6. Waste Regulations and Environmental Handling
We aim to operate in line with applicable UK waste management and environmental requirements. Waste generated during a professional carpet cleaning service, including removed debris, packaging, used pads, contaminated disposable materials, and wastewater where relevant, will be handled in a lawful and responsible manner. Where wastewater must be collected, transported, or disposed of, it may be treated as controlled waste depending on its composition and the disposal route used. We may use methods that minimise waste production and reduce unnecessary chemical use, subject to the needs of the job.
If the service produces waste that requires special handling because of contamination, biological material, chemicals, or unusual staining substances, you must inform us before the appointment. Additional charges may apply for specialist disposal or protective equipment. You must not ask us to dispose of hazardous or regulated waste in a manner that would breach the law. We reserve the right to stop work if the waste conditions encountered on site do not match the information provided or if disposal would require arrangements outside the agreed service.
Unless otherwise agreed, any household waste, packaging, or removed debris that we take away in connection with the service becomes our responsibility once collected, provided it is lawful for us to transport and dispose of it. However, certain items, including sharps, chemicals, medical waste, and materials suspected of containing hazardous substances, may need to remain on site or be handled by a specialist contractor. You remain responsible for compliance with any legal duties that apply to the property or business premises, including any obligations relating to waste storage, segregation, and disposal.
7. Complaints, Re-Visits, and Remedies
If you are dissatisfied with any aspect of the service, you should notify us as soon as reasonably possible and allow us a fair opportunity to inspect the issue. In many cases, a complaint can be resolved by a re-visit, a localised retreatment, or a review of the cleaning process. Any request for a re-visit must be made within a reasonable period after completion, and you may be asked to provide photographs or other information showing the concern. Failure to report a problem promptly may make it more difficult to assess the cause or provide a remedy.
Where we agree that a service has not been carried out with reasonable care and skill, our preferred remedy will usually be to re-perform the relevant part of the service at no additional charge, provided that access is available and the site has not been altered since the original visit. If re-performance is not appropriate, a partial refund or other proportionate remedy may be offered at our discretion and in accordance with your statutory rights. This clause does not limit any rights you may have under consumer law that cannot be excluded.
We are not responsible for damage or dissatisfaction caused by pre-existing faults, unsuitable materials, hidden defects, colour loss, non-cleaning-related wear, or instructions given by you or your representative against our advice. A cleaning result that is technically successful but does not produce a like-new appearance is not, by itself, a breach of contract. Different fibres, dyes, and finishes react differently, and some items age unevenly. By booking our service, you acknowledge that results are influenced by many factors beyond our control.
8. Governing Law and General Provisions
These Finsbury Carpet Cleaners terms 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. If you are resident in Scotland or Northern Ireland, mandatory consumer rights available in your jurisdiction will continue to apply where relevant, but the service contract itself will still be subject to the governing law stated here unless another rule of law requires otherwise. Any dispute shall be subject to the non-exclusive jurisdiction of the courts of England and Wales.
If any part of these terms is found to be unlawful, invalid, or unenforceable, that part shall be deemed modified to the minimum extent necessary to make it enforceable, or if that is not possible, severed from the remaining terms, which will continue in full force. No failure or delay by us in exercising any right under these terms shall operate as a waiver of that right. Any waiver must be in writing to be effective. A person who is not a party to the contract has no rights under the Contracts (Rights of Third Parties) Act 1999 to enforce any term of this agreement.
These terms, together with the relevant quotation, booking confirmation, and any written variations agreed by both parties, form the entire agreement between you and us in relation to the service. If we agree any variation, it must be documented in writing or in a clear electronic record. By proceeding with a booking for carpet cleaning services, you confirm that you have read, understood, and accepted these terms and that you are authorised to enter into the agreement on behalf of the relevant property owner, occupier, business, or household.
