Archway Carpet Cleaners Terms and Conditions

These Terms and Conditions set out the basis on which Archway Carpet Cleaners provides domestic and commercial cleaning services in the UK. By making a booking, you agree to these terms, which are intended to be fair, clear and consistent with applicable UK consumer and business law. They apply to carpet cleaning, upholstery cleaning, rug cleaning, stain treatment, deodorising, and related specialist cleaning services unless a separate written agreement states otherwise.

These terms are designed to explain the service relationship from first enquiry to completion of the work. They cover the booking process, quotations, payments, cancellations, access requirements, service limitations, liability, waste handling and legal responsibilities. If any part of these terms is found to be unenforceable, the remaining provisions will continue to apply in full.

In these terms, references to “we”, “us” and “our” mean Archway Carpet Cleaners, and references to “you” and “your” mean the customer, whether an individual, business, landlord, tenant, managing agent or other person arranging the service. A booking may be made for a residential property, rental property, office, retail unit or other premises where carpet cleaning services are suitable and lawful.

1. Booking Process

All bookings are subject to availability and acceptance by us. An enquiry does not create a confirmed appointment until we have acknowledged it and, where required, received any deposit or advance payment. We may request details about the property, the type of flooring or fabric, the approximate area to be cleaned, access conditions, parking restrictions, water and power availability, and any known staining or pre-existing damage. This information helps us provide an accurate quotation and assign the correct equipment and cleaning method.

Any quotation given before inspection is based on the information you provide and is not an all-risk fixed price unless we state otherwise in writing. If the actual work required differs materially from the description supplied at the time of booking, we may revise the price or decline to proceed where the revised requirements are unsuitable, unsafe or beyond the original scope. We may also refuse a booking if there is a risk to health, safety, property or equipment.

You are responsible for ensuring that the person placing the booking has authority to do so. If you book on behalf of another occupier, owner, tenant, landlord or company, you confirm that you are authorised to accept these terms for that party. We may contact you before the appointment to confirm access, parking, keys, alarm details, pets, and any special requirements. Failure to provide accurate information may result in delays, additional charges or cancellation of the appointment.

2. Quotations and Service Scope

Our quotations are based on the stated service scope and, where relevant, visible condition. A quote may include pre-treatment, extraction cleaning, agitation, spot treatment, deodorising or other agreed processes, but it does not automatically include additional services unless expressly listed. For example, moving heavy furniture, sanitising, flood recovery, mould treatment, or extensive stain correction may be charged separately or may be excluded entirely.

We aim to deliver a professional carpet cleaning service using methods appropriate to the material, condition and level of soiling. However, cleaning results vary depending on fabric type, wear, previous treatment, age, fibre sensitivity, hidden contamination and the nature of any stains. Some marks may be permanent or may only lighten. We do not guarantee the complete removal of all stains, odours, pet contamination, dye transfer, burns, crushing, pile distortion or water marks.

Where we recommend a test clean, patch test or alternative method, you agree to allow us to carry out that step before continuing. If you instruct us to proceed against our recommendation, you do so at your own risk. We may refuse to use products or techniques that we consider unsuitable for the material or unsafe for the property.

3. Payments

Payment terms will be confirmed at booking or in the quotation. Unless agreed otherwise in writing, payment is due on completion of the service on the same day. We may accept payment by bank transfer, card, cash or another method that we approve in advance. For business or larger bookings, we may require a deposit, part payment, or payment in full before the appointment date.

If a deposit is required, the booking will not be secured until the deposit has been received and cleared. Deposits are generally non-refundable except where we cancel the service or where the law requires otherwise. If you fail to pay on time, we may charge reasonable recovery costs, suspend future services, and pursue unpaid sums through lawful collection procedures. Any bank charges, failed payment fees or administrative costs caused by your payment failure may be passed on to you where permitted by law.

Unless stated otherwise, all prices are inclusive of VAT where applicable. Any additional work approved during the appointment will be charged at the rate we specify on site or in the updated quotation. You must raise any genuine billing query promptly and in any event within a reasonable time after invoice issue. Undisputed amounts remain payable while any separate query is investigated.

4. Cancellations, Rescheduling and Access

You may cancel or reschedule a booking by giving reasonable notice. If you cancel with short notice, we may charge a cancellation fee to reflect lost time, travel costs, staff allocation and preparation already made. Where a specific cancellation period has been communicated to you, that period applies. If no specific period has been agreed, cancellations made on the day of the appointment or after our attendance has commenced may be charged in full or partly, depending on the circumstances.

If we arrive at the property and cannot gain access, cannot work safely, or are prevented from carrying out the service because of missing keys, incorrect address details, restricted entry, unsafe conditions or lack of required utilities, the appointment may be treated as a late cancellation. In such cases, a call-out fee, minimum charge or full service fee may apply. You are responsible for ensuring the premises are ready for cleaning, including reasonable clearance of personal items where required, and for making sure pets, children and occupants do not interfere with the work.

We may also reschedule or cancel where weather, traffic, equipment failure, staffing issues, health and safety concerns, or other circumstances outside our reasonable control make it impractical to perform the service as planned. If we cancel for reasons within our control, we will either rearrange the service or refund any amount paid for the cancelled portion. We will not be liable for indirect losses arising from a reasonable rescheduling decision.

5. Customer Responsibilities

You agree to provide a safe working environment and to disclose any known hazards before work begins, including fragile flooring, loose fittings, asbestos risk, electrical faults, water leaks, prior flooding, chemical sensitivity, infestations, or contamination by bodily fluids. We may decline to work in areas that are unsafe, unsanitary or outside our risk threshold. If any item or area is unsuitable for cleaning, we may advise an alternative approach or exclude it from the job.

You should remove or secure valuables, documents, ornaments and breakables before we start unless we have expressly agreed to assist with moving or handling items. We are not responsible for loss or damage to items left in accessible work areas unless caused by our proven negligence. You must also ensure that suitable water supply, electricity and parking are available where these are necessary for the service to proceed efficiently.

Any instructions you give must be lawful, reasonable and consistent with these terms. If you request an outcome that is impossible or likely to damage the property or materials, we may decline without penalty. If you instruct us to continue despite our advice, your instruction will be treated as acceptance of the associated risk to the extent permitted by law.

6. Liability and Limits

Archway Carpet Cleaners will exercise reasonable care and skill in delivering services. Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot legally be excluded under UK law. Subject to that, we are not liable for losses that are indirect, consequential or unforeseeable at the time of booking.

Where a claim arises from our fault, our liability will normally be limited to the amount paid for the specific service giving rise to the claim, except where a different limit is required by law. We are not responsible for pre-existing defects, hidden damage, colour loss, wear, shrinkage, dye bleed, fibre distortion, seam separation, pile flattening, manufacturer-related defects or deterioration caused by age or prior treatments. We do not accept liability for claims based solely on expected appearance differences after cleaning.

Any claim relating to damage must be reported to us as soon as reasonably practicable and, in any event, within a reasonable time after the issue is discovered. You must allow us a fair opportunity to inspect the affected area, investigate the circumstances and, where appropriate, attempt a remedy. You must not arrange repairs, replacement or third-party intervention before we have had that opportunity unless urgent action is required to prevent further loss.

7. Waste Regulations and Disposal

We handle waste and wastewater in accordance with applicable UK environmental and waste regulations. Where the service generates wastewater, removed debris, contaminated materials or disposable cleaning materials, we will dispose of them lawfully and responsibly using reasonable professional standards. You must tell us in advance if the property contains hazardous substances, biological contamination, needles, sharps, asbestos-related concerns, oils, solvents, or other regulated materials.

We do not provide specialist hazardous waste removal unless expressly agreed in writing and permitted by law. If prohibited, dangerous or contaminated waste is encountered during the service, we may stop work, isolate the area if safe to do so, and require you to arrange appropriate specialist disposal. Any additional time, protective measures, equipment or disposal arrangements needed because of unusual waste conditions may be charged separately.

You remain responsible for ensuring that the premises and items presented for cleaning are lawful to handle and do not contain concealed regulated waste. If we suspect unlawful disposal, contamination or a breach of environmental obligations, we may refuse service and, where required, report the matter to the appropriate authority. We will not be liable for delays or non-performance resulting from legal restrictions on waste handling.

8. Complaints, Re-cleaning and Remedies

If you believe the service has not been carried out with reasonable care and skill, you should tell us promptly so we can review the matter. Depending on the circumstances, we may offer a return visit, re-clean, partial adjustment or another reasonable remedy. Any such remedy will be offered at our discretion where appropriate and without admission of liability beyond that required by law.

We are not obliged to provide a remedy where the complaint concerns limitations that were explained before the work started, results affected by age or condition, customer-supplied misinformation, failure to follow aftercare advice, or damage caused by third parties after completion. For the avoidance of doubt, normal drying variations, temporary odour release during extraction, or visible changes caused by pre-existing wear do not in themselves amount to a fault.

You agree to cooperate with any reasonable investigation of a complaint, including sharing photographs, describing the issue clearly, and allowing inspection where necessary. If a dispute cannot be resolved informally, either party may pursue any lawful remedy available under these terms and applicable law.

9. Force Majeure and Service Changes

We are not liable for delay or failure to perform obligations caused by events outside our reasonable control, including severe weather, fire, flood, transport disruption, industrial action, utility failure, supply shortages, equipment failure beyond reasonable maintenance, public health restrictions, or government action. In such cases, we may postpone, modify or cancel the service and will use reasonable efforts to rearrange an appointment.

If a change to the service is required for safety, legal or operational reasons, we may substitute a reasonable alternative method or adjust the schedule. Any material change affecting price or scope will be communicated where practicable. If you do not accept a necessary change, either party may cancel the affected portion without further liability except for amounts already earned or expenses already incurred where permitted by law.

We may update operational practices from time to time to reflect product changes, equipment improvements, environmental requirements or legal developments. Any such operational change will not reduce your statutory rights. Where a written booking confirmation conflicts with these terms, the booking confirmation will take priority only to the extent of the specific inconsistency.

10. Governing Law

These Terms and Conditions are governed by the laws of England and Wales. If you are resident in Scotland or Northern Ireland, any mandatory consumer protections or local legal rules that apply in your jurisdiction will still be respected to the extent required by law. Any dispute arising from or connected with these terms will be subject to the exclusive jurisdiction of the courts of England and Wales, except where another court must be used under applicable law.

If any provision of these terms is illegal, invalid or unenforceable, that provision shall be read down where possible or severed to the minimum extent necessary, and the rest of the terms shall remain in force. No failure or delay by us in enforcing any right under these terms will waive that right. Your statutory rights as a consumer are not affected.

By confirming a booking with Archway Carpet Cleaners, you acknowledge that you have read, understood and agreed to these Terms and Conditions, and that they form the basis of the contract for the provision of the relevant cleaning services.