Blackfriars Carpet Cleaners Service Terms and Conditions

These service terms and conditions set out the basis on which Blackfriars Carpet Cleaners provides domestic and commercial cleaning services. By making a booking, confirming an appointment, or allowing work to begin, the customer agrees to these terms. They are intended to create a clear, fair understanding of how a carpet cleaning service operates, including the booking process, payments, cancellations, liability, waste handling, and the law that applies to the agreement.

For the purposes of these terms, “we”, “us”, and “our” refer to Blackfriars Carpet Cleaners, and “you” or “the customer” refers to the person, business, or organisation requesting the service. These terms apply to carpet cleaning, upholstery cleaning, stain treatment, rug cleaning, and any related cleaning work agreed in writing or verbally. If a separate written quotation or service specification is provided, it should be read together with these terms.

We may update these terms from time to time to reflect changes in our business practices or applicable law. The version in force at the time of booking will usually apply to that booking unless a later written agreement states otherwise. Customers are encouraged to read these terms carefully before confirming an appointment, as they explain important rights and responsibilities for both parties.

Booking Process

A booking is made when a customer requests a service and we confirm the appointment, price, or estimated price range. A request alone does not guarantee availability. We may need to review the type of fibres, level of soiling, access to the property, parking restrictions, water supply, electricity access, or any specialist treatment required before confirming. In some cases, an initial estimate may change after inspection if the condition of the items is materially different from the information supplied.

When booking a carpet cleaning appointment, the customer must provide accurate and complete information, including the size and condition of the area to be cleaned, the type of flooring or fabric, and any known stains, odours, infestations, or damage. If the customer withholds or misstates relevant information, we may revise the price, adjust the service scope, or decline to proceed where safe and effective cleaning is not possible. We reserve the right to refuse work that is unsafe, unhygienic, or beyond the limits of our equipment or methods.

Any appointment times given are estimates, not guarantees, because work may take longer than expected due to drying conditions, item condition, access limitations, or earlier jobs over-running. We will make reasonable efforts to attend within the agreed window, but we are not responsible for minor delays beyond our control. If a customer needs us to work within a specific time frame, this should be agreed in advance and confirmed in writing where possible.

Payments, Charges, and Invoicing

Our charges are based on the service requested, the level of labour involved, the size of the area, and any specialist products or equipment required. We may provide a fixed quote, an estimated charge, or a price calculated after inspection. Unless expressly stated otherwise, quotes are based on the information supplied by the customer and assume normal working conditions. Additional charges may apply for heavy staining, deep odours, pet contamination, extra furniture moving, or access issues that were not reasonably foreseeable at the time of quoting.

Payment terms will be confirmed at the point of booking or before work begins. In many cases, payment is due on completion of the service by cash, card, bank transfer, or another agreed method. For business customers or larger contracts, we may issue an invoice payable within a stated period. Any invoice not paid by the due date may be subject to recovery action, and we may charge reasonable costs associated with late payment where permitted by law.

All prices are stated in pounds sterling unless otherwise agreed. Where applicable, any taxes, surcharges, or mandatory fees will be made clear before the service starts or on the invoice. If a customer disputes an invoice, they must raise the issue promptly and provide details of the concern. Undisputed portions of an invoice should still be paid on time. We may pause future work if previous invoices remain unpaid.

Cancellations, Rescheduling, and Access

The customer may cancel or reschedule a booking by giving reasonable notice. If cancellation occurs at short notice, we may charge a cancellation fee to cover loss of time, travel, and scheduling costs, especially where staff have already been allocated or materials prepared. The amount of any fee will depend on the timing of cancellation and the nature of the appointment. Where a deposit has been taken, it may be retained in full or in part to reflect genuine administrative and operational losses.

If we need to cancel or reschedule, we will try to give as much notice as reasonably possible and offer an alternative date. We are not liable for any indirect costs arising from a necessary reschedule, such as inconvenience or rearranged plans, unless such liability cannot lawfully be excluded. Work may also be delayed or stopped if we are unable to gain access to the premises, if the site is unsafe, or if essential utilities are unavailable. In such cases, a wasted journey fee or minimum charge may apply.

Customers must ensure that the property is accessible at the agreed time and that anyone responsible for admitting us is present or reachable. They should also remove small valuables, fragile items, and personal objects from the work area before we arrive unless we have specifically agreed to move them. Although we may help shift light furniture where safe and practical, this is done at the customer’s request and at their risk, except where damage is caused by our negligence.

Service Standards and Customer Responsibilities

We will use reasonable care and skill when carrying out the cleaning service and will generally follow suitable industry practice for the materials and conditions present. However, outcomes may vary depending on the age of the carpet, prior wear, previous cleaning history, fibre type, and whether stains have been treated before. Some marks, colour loss, dye migration, crushing, shading, or pre-existing damage may not be removable, even with professional treatment.

Customers are responsible for advising us of any known issues before work starts, including loose seams, weak backing, colour instability, water-sensitive materials, underfloor heating, or previous repairs. If such information is not disclosed, we cannot be responsible for resulting deterioration that occurs because the material was unsuitable for the chosen method. Where we identify a risk during the job, we may change the approach or stop work if continuing would be likely to cause damage.

Drying times are estimates only and will vary depending on airflow, humidity, pile density, temperature, and the level of soil removed. Customers should avoid walking on damp carpet where possible and should follow reasonable aftercare advice if provided. We do not guarantee immediate full drying, and we are not responsible for prolonged drying caused by poor ventilation, weather conditions, or the customer’s failure to use the area appropriately after service.

Liability, Damage, and Limitations

We accept liability for direct loss or damage caused by our negligence or breach of contract, subject to these terms and any limits allowed by law. However, we do not accept responsibility for damage arising from pre-existing defects, hidden weaknesses, incorrect information provided by the customer, ordinary wear and tear, or reasonable risks inherent in cleaning delicate materials. This includes fibres that are already unstable, colourfastness issues, or items that have deteriorated due to age or previous treatment.

Where we are responsible for damage, our obligation is limited, at our option, to repairing the damage, cleaning again where appropriate, or paying reasonable compensation up to the total amount paid for the specific service affected. We will not be liable for loss of profit, business interruption, loss of enjoyment, indirect loss, or consequential damage, except where such exclusion is prohibited by law. Nothing in these terms limits liability for death or personal injury caused by negligence, fraud, or any other liability that cannot lawfully be excluded.

Customers must notify us of any alleged issue as soon as reasonably possible and, where practical, before moving or replacing the affected item. This allows us to inspect the condition and assess the cause. Failure to report promptly may reduce the ability to investigate fairly and may affect the outcome of any claim. We may request photographs, receipts, or other evidence to support a claim and to help determine whether the issue was caused by our work.

Waste Regulations and Environmental Handling

We aim to carry out all services in a manner consistent with applicable waste regulations and responsible environmental practice. Waste materials generated during cleaning, including dirty water, spent filters, recovered debris, and disposable cleaning materials, will be handled appropriately and must not be disposed of in a way that causes pollution or breaches legal requirements. The customer acknowledges that waste arising from the cleaning process may need to be collected, contained, transported, or disposed of by approved methods depending on the nature of the job.

Where a service creates wastewater, we may use on-site recovery equipment or other suitable methods to minimise environmental impact. The customer must inform us of any site-specific disposal restrictions, drainage limitations, or building rules before work begins. If waste generated from the job contains substances requiring special handling, such as excessive biological contamination or chemical residues, we may refuse the work, apply an additional charge, or insist on a safer method consistent with law and practical control measures.

Customers must not ask us to dispose of household waste, hazardous waste, or any material unrelated to the agreed service unless we have expressly agreed and confirmed that such removal is lawful and within our scope. Any item or residue that we remove in the course of cleaning may be treated as waste once separated from the cleaned item, and we may determine the most suitable disposal route. We are not responsible for waste left behind by the customer, nor for improper disposal carried out by others after our service is complete.

Complaints, Termination, and General Terms

If the customer has a complaint, they should notify us within a reasonable time so that we can investigate and, where appropriate, offer a remedy. We may ask to revisit the property, inspect the work, or review supporting evidence before deciding whether any corrective action is necessary. A complaint does not automatically entitle the customer to a refund, particularly where the work was completed as agreed and the issue relates to a limitation that was explained before the service.

We may terminate or suspend a booking or ongoing service if the customer breaches these terms, if access is denied, if the property is unsafe, or if continuing would place our staff, equipment, or legal compliance at risk. If we terminate for a material breach by the customer, any work already completed must still be paid for. If termination is due to our own inability to perform the agreed service, we will refund any prepayment for undelivered work, except where costs have already been legitimately incurred and disclosed.

If any part of these terms is found to be unlawful or unenforceable, the remaining provisions will continue in effect. No failure or delay by us in enforcing a right shall mean that right has been waived. These terms form the whole agreement between the parties in relation to the relevant service, unless a written variation is agreed by both sides.

Governing Law

These Blackfriars Carpet Cleaners terms and conditions are governed by the laws of England and Wales. Any dispute arising from or relating to the service, these terms, or any non-contractual obligation connected with them shall be subject to the exclusive jurisdiction of the courts of England and Wales, unless consumer law requires otherwise.

Nothing in these terms affects any rights you may have under applicable consumer protection legislation. If a customer is acting as a consumer, statutory rights remain in addition to the contractual terms stated here and cannot be excluded or reduced. If there is any conflict between these terms and mandatory law, the law will prevail to the extent necessary.

By confirming a booking with Blackfriars Carpet Cleaners, you acknowledge that you have read, understood, and agreed to these terms. They are designed to support transparent service arrangements, reliable payment handling, lawful waste management, and fair allocation of responsibility for a professional carpet cleaning service.