Terms and Conditions for Tulse Hill Carpet Cleaners
These Terms and Conditions set out the basis on which Tulse Hill Carpet Cleaners provides domestic and commercial carpet, rug, and related fabric cleaning services in the UK. By making a booking, confirming an appointment, or allowing our operatives to begin work, you agree to be bound by these terms. Please read them carefully before placing an order, as they explain how bookings are accepted, how payment is handled, when cancellations apply, and the limits of our liability. For clarity, references to “we”, “us”, and “our” mean the carpet cleaning service provider, while “you” means the customer or person placing the booking.
These terms apply to all carpet cleaning services, upholstery cleaning, stain treatment, deodorising, end-of-tenancy cleaning add-ons where offered, and any related services agreed in writing before the job starts. If there is any conflict between these terms and a written quotation or order confirmation, the written quotation or order confirmation will take priority only for the specific point addressed. All other terms will remain in force. We may update these terms from time to time, and the version current at the time of booking will generally apply to your service.
A booking with Tulse Hill Carpet Cleaners may be made by phone, email, online form, messaging system, or any other method we make available from time to time. A request for a quote does not create a booking. A booking is formed only when we have confirmed the appointment, the scope of work, the service address, and any relevant access or parking requirements. We may ask for photographs, room sizes, fabric details, or information about stains and prior cleaning history so that we can assess whether the service is suitable and provide an accurate estimate.
It is your responsibility to ensure that all information supplied during the booking process is complete and accurate. This includes the type and quantity of items to be cleaned, the condition of the textiles, any pre-existing damage, fragile areas, and any special instructions. If the information is incorrect or incomplete, the price, duration, or outcome may change. We may revise a quotation if the actual condition of the items, the size of the job, or site conditions differ materially from what was described at the time of booking. We reserve the right to decline a booking where the task is unsafe, unsuitable, or outside our operational scope.
Where an appointment is scheduled, you must ensure reasonable access to the property and the items to be cleaned. If the cleaner cannot gain access at the agreed time, or if access is delayed significantly through no fault of our own, the booking may be treated as a late cancellation or failed appointment. Any waiting time, return visit, or additional labour resulting from inaccurate access details may be chargeable. If parking restrictions, entry codes, concierge arrangements, or other site requirements apply, you must tell us in advance and ensure they are in place for the service date.
Our prices are usually based on the number, type, and condition of items, the level of soiling, and the time required to complete the work. Unless stated otherwise, quotations are valid for a limited period and may be withdrawn or revised before acceptance. Any additional treatments requested on the day, such as extra stain removal, sanitising, or specialist spot work, may incur additional charges. Prices are normally quoted exclusive of any clearly stated extras, and any such extras will be explained before they are carried out where reasonably practicable.
Payment is due in accordance with the invoice, quote, or booking confirmation provided to you. We may require a deposit, pre-authorisation, or full payment in advance for certain jobs, including larger projects, repeat cancellations, access-restricted properties, or out-of-hours appointments. Unless we agree otherwise in writing, payment must be made on completion of the service on the same day. We accept the payment methods we specify at the time of booking. If a payment fails, is reversed, or is otherwise not received, you remain liable for the outstanding amount and any reasonable costs incurred in recovering it, subject to applicable law.
Late payment may result in reasonable administration charges, interest where permitted by law, and suspension of further services until the balance is settled. Any discount, promotional rate, or special offer applies only to the exact service and dates specified and cannot be transferred unless we agree. Tulse Hill carpet cleaners may issue an amended invoice where the final service differs from the original booking due to additional work authorised by you or necessary to complete the job safely and properly.
All cancellations should be made as soon as possible. If you cancel more than 48 hours before the appointment, no cancellation fee will usually apply, unless a non-refundable deposit or third-party cost has already been incurred. If you cancel within 48 hours of the appointment, we may charge a reasonable cancellation fee to cover lost time and any preparatory costs. If you cancel on the day, or if we arrive and are unable to commence because of access issues, absence, or unprepared premises, the full call-out fee or a substantial part of the agreed charge may be payable, depending on the circumstances and any work already undertaken.
We may also cancel or reschedule a booking where necessary because of staff illness, equipment failure, unsafe conditions, adverse weather affecting travel, or other events beyond our reasonable control. In such cases, we will try to offer an alternative appointment. We are not liable for losses caused by such changes where they are unavoidable and made in good faith. If you need to change the date, time, or scope of the service, please notify us promptly. We will try to accommodate reasonable amendments, but availability cannot be guaranteed.
Please ensure the property is ready for cleaning before our arrival. This includes moving small personal items, securing valuables, and ensuring electricity, water, and working access to the areas required for the job unless we have agreed to bring alternative arrangements. We may decline to move heavy furniture, fragile objects, electronics, or items that may be damaged during relocation. If furniture is moved by us at your request, it is done at your risk unless damage arises from our negligence. You should inform us of concealed wiring, loose floor coverings, pre-existing wear, and any known vulnerabilities before work begins.
Our liability is limited to the direct loss or damage caused by our negligence, breach of contract, or failure to use reasonable care and skill. Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot legally be excluded under UK law. We are not responsible for indirect loss, loss of profit, loss of business, loss of opportunity, or consequential damage, except where such limitation is prohibited by law. Any claim for damage must be reported as soon as reasonably possible and, in any event, before the affected item is moved, reused, or disposed of, so that we can inspect the issue.
Carpet and fabric cleaning involves water, detergents, agitation, extraction, and drying processes that may reveal existing defects or create temporary changes in appearance, odour, or texture. This can include shading, pile distortion, residual dampness, or the recurrence of stains that have migrated from underlay or backing material. We do not guarantee the complete removal of all stains, odours, or marks, particularly where they are old, permanent, chemical, dyed-in, or caused by previous treatment. Results may vary depending on the fabric type, age, wear, and condition of the item. By booking Tulse Hill Carpet Cleaners, you acknowledge that cleaning is a restorative service rather than a guarantee of new condition.
If an item is especially delicate, antique, poorly maintained, or at risk of shrinkage, colour loss, or fibre distortion, we may ask you to sign a waiver or decline to clean it. Any recommendation we give about the suitability of cleaning is based on the information available at the time. We do not accept liability where damage arises from undisclosed pre-existing faults, manufacturer defects, unsuitable materials, or prior treatments that react adversely to cleaning solutions, provided we have exercised reasonable care and skill.
Waste arising from the service, including removed debris, vacuum contents, packaging, disposable cloths, contaminated absorbents, and minor residues, will be handled in accordance with applicable waste regulations and environmental requirements in the UK. We aim to separate and dispose of waste responsibly, using lawful disposal routes and, where appropriate, licensed waste carriers or authorised facilities. Hazardous materials, bodily fluids, sharp objects, or unknown substances are not normally accepted for treatment unless expressly agreed in writing and lawfully permitted.
You must tell us in advance if the property contains any waste or contamination that may require special handling, such as mould, pet waste, needles, chemical residues, or biohazard risks. We may refuse to proceed with work that would expose our staff to unsafe or unlawful conditions. If any waste requiring special handling is discovered during the service, we may pause the job, adjust the price, or withdraw from the appointment if necessary. You remain responsible for ensuring the property complies with legal and hygiene standards before and after the cleaning visit.
All waste removed from the premises during the service remains subject to the applicable rules on transport, storage, and disposal. We may document waste handling where required for compliance or insurance purposes. You agree not to request disposal of prohibited substances or items in a manner that would breach environmental or public health law. If you ask us to remove materials outside the normal scope of a carpet or upholstery cleaning job, we may refuse or charge separately depending on lawful disposal requirements and operational practicality.
Where personal data is collected during the booking and service process, it will be used only for legitimate business purposes such as quotations, scheduling, invoicing, service delivery, and record keeping, in accordance with applicable data protection law. We will not knowingly disclose your personal information except where required to perform the service, comply with legal obligations, protect our rights, or where you have consented. Any photographs taken for operational or evidential purposes will be limited to what is reasonably necessary.
These Terms and Conditions are governed by the laws of England and Wales. Any dispute arising from or in connection with a booking, service, payment, cancellation, or claim shall be subject to the exclusive jurisdiction of the courts of England and Wales, unless mandatory consumer law provides otherwise. If any part of these terms is found to be unlawful, invalid, or unenforceable, that part will be severed to the minimum extent necessary, and the remainder will continue in full force.
By proceeding with a booking, you confirm that you have read, understood, and accepted these terms. Your statutory rights as a consumer are not affected. These terms are intended to be fair and transparent, and they apply alongside any rights you may have under the Consumer Rights Act 2015, Consumer Contracts Regulations 2013, or other relevant UK legislation. Carpet cleaning by Tulse Hill Carpet Cleaners is carried out on the basis of these conditions, and any variation must be agreed in writing by both parties.
