Terms and Conditions for Collierswood Carpetcleaning Services
These terms and conditions set out the basis on which Collierswood Carpetcleaning provides residential and commercial cleaning services in the UK. By making a booking, the customer agrees to these terms in full. They are intended to be clear, fair, and practical, so that both the customer and the service provider understand what is included, what is excluded, and how any issues will be handled. References to carpet cleaning, upholstery cleaning, rug care, and related services in this document apply to all services offered under the Collierswood Carpetcleaning name unless stated otherwise.
These conditions apply to all bookings, whether arranged by phone, email, online enquiry, or any other accepted booking method. They govern the service relationship from the point of quotation and booking through to completion of the work and any follow-up communication about the job. If a customer requests a service, confirms a booking, or permits the work to begin, they are deemed to have accepted these terms. Any variation must be agreed in writing before the service starts.
The company reserves the right to update these terms from time to time. The version in force at the time of booking will normally apply to that booking, unless a later written version is expressly agreed. Customers are encouraged to read the terms carefully before confirming an appointment. If any part of these terms is found to be invalid or unenforceable, the remaining provisions will continue in full force.
Booking process begins when the customer provides the necessary details for the requested cleaning service, including the type of item or area to be cleaned, approximate size, condition, and any known stains, damage, access issues, or special requirements. Estimates or quotations are normally based on the information supplied at the time of enquiry. If the actual site conditions differ materially from the information given, the price, timing, or scope of work may need to be adjusted before the service proceeds.
Once a booking request has been accepted, the customer will receive confirmation of the date, time window, and any specific conditions relevant to the appointment. This confirmation may also set out the agreed service type, expected duration, and any additional charges that may apply. It is the customer’s responsibility to check the booking details carefully and notify Collierswood Carpetcleaning promptly if anything is incorrect.
The customer must ensure that reasonable access is available on the agreed date and that the areas to be cleaned are ready for service. This may include moving small personal items, making sure parking or entry arrangements are possible, and informing the company in advance of any hazards. Where the service cannot proceed due to lack of access, unsafe conditions, or inaccurate information supplied by the customer, a cancellation or wasted journey charge may apply. The company may refuse to begin work if it considers the environment unsafe, unlawful, or unsuitable for cleaning.
Payments must be made in accordance with the quotation or booking confirmation. Unless otherwise agreed, payment is due on completion of the service on the same day. The company may accept bank transfer, card payment, cash, or other methods that are stated as available at the time of booking. In some cases, a deposit may be required to secure the appointment, particularly for larger jobs, repeated visits, or specialist treatments.
All prices are quoted in pounds sterling and, where applicable, may be subject to VAT or any other tax stated at the time of booking. Quotes are based on the information provided and are valid for a limited period unless otherwise stated. If additional work is requested on site, or if the job becomes more complex than expected, the customer will be informed of any revised charge before the extra work is carried out. If the customer declines the revised scope, the company may complete only the originally agreed work or may cancel the additional element.
Late payment may result in administrative charges, reasonable recovery costs, or referral to a debt collection process where permitted by law. The customer is responsible for ensuring that payment is made in full and that any payer approval, card authorisation, or transfer instruction is completed correctly. The company may withhold final documentation, receipts, or follow-up services until all sums owed have been paid. Discounts, promotions, or special offers are discretionary unless expressly confirmed in writing.
Cancellations, rescheduling, and non-attendance
If the customer needs to cancel or reschedule a booking, they should notify the company as early as possible. Cancellations made with reasonable notice may not attract a charge, but short-notice cancellations may incur a fee to cover reserved time and administrative preparation. The exact fee may depend on the nature of the job, whether materials or equipment have been allocated, and whether the company is able to fill the cancelled slot.
The company may also need to reschedule due to illness, adverse weather, equipment failure, unforeseen delays, or other events outside its control. In such circumstances, Collierswood Carpetcleaning will aim to rearrange the appointment within a reasonable period. The company will not normally be liable for indirect losses resulting from a necessary rescheduling, provided it acts reasonably and communicates promptly. If a customer repeatedly fails to provide access or is not present when attendance is required, the company may treat the booking as cancelled by the customer and charge accordingly.
Where a deposit has been paid, the treatment of that deposit on cancellation will depend on when notice is given and whether the company has incurred costs that cannot be recovered. Deposits may be non-refundable in full or in part where stated in the booking confirmation. Nothing in these terms limits any statutory rights a consumer may have in relation to services that are not provided with reasonable care and skill.
Liability is limited as far as permitted by law. The company will use reasonable care and skill in carrying out carpet cleaning and related services, but some risks are outside its control. This includes pre-existing damage, hidden defects, weak fibres, colour instability, shrinkage, textile wear, previous improper cleaning, or results affected by the age and condition of the item. Customers should understand that not all stains can be removed completely, and certain marks may reappear due to residue, fibre wicking, or underlying contamination.
The company will not be responsible for damage caused by items left in place, unsecured furniture, fragile ornaments, poor installation, defective fixtures, or the customer’s failure to disclose relevant information. Customers should remove valuables, breakables, and personal items before the service starts. If the customer requests that items remain in position, that request is made at the customer’s risk unless the company expressly agrees otherwise in writing. Where the company causes proven damage through negligence, it will consider appropriate remedial action or compensation in line with legal obligations.
Nothing in these terms and conditions excludes or restricts liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be excluded under UK law. To the fullest extent permitted, the company will not be liable for loss of profit, loss of business, loss of opportunity, or indirect or consequential loss arising from the service. Any claim should be raised promptly so that the issue can be assessed while evidence remains available.
Customer responsibilities and site conditions
Customers must provide accurate information before the booking and must inform the company of any special circumstances that may affect the service. This includes underfloor heating, delicate flooring, recent repairs, water leaks, mould concerns, infestation, restricted access, alarm systems, or the presence of vulnerable materials. The customer should ensure that the property is in a condition suitable for cleaning and that the necessary utilities, such as water and electricity, are available unless the service has been arranged on a different basis.
The customer is responsible for securing permission from landlords, managing agents, freeholders, neighbours, or any other relevant party where such approval is needed for the work to proceed. If the company is unable to complete the service because the customer did not obtain required consent, the booking may still be chargeable. The customer should also ensure that children, pets, and other occupants are kept clear of equipment and wet surfaces during and after treatment for safety reasons.
Collierswood Carpetcleaning may decline to treat items or areas that pose an unreasonable risk or where the customer requests an approach that is inconsistent with good practice or legal requirements. This may include requests to clean materials that are unsuitable for wet treatment, use chemicals that are not appropriate for the surface, or continue where there is a known hazard. The company’s decision in such cases will be made to protect safety, property, and lawful service standards.
Waste regulations and disposal are handled in accordance with applicable UK legal requirements. The company will take reasonable steps to manage wastewater, residues, removed debris, used consumables, and any other waste generated by the service in a lawful and environmentally responsible manner. Where the service produces liquid waste, the company will dispose of it only in a way that complies with local drainage, environmental, and waste-handling rules. Customers must not instruct the company to dispose of waste unlawfully or in a manner that breaches regulations.
If waste from the customer’s property is identified during the service, such as heavily contaminated materials, hazardous items, or unusual substances, the company may suspend work until the issue is assessed. Additional charges may apply if specialist handling, packaging, transport, or disposal arrangements are required. The customer remains responsible for informing the company about known hazardous materials, including substances that may present a health, fire, or environmental risk.
The company may, where necessary, refuse to remove or handle certain substances that cannot be dealt with safely by a standard carpet cleaning company. This includes materials that require specialist licensing, separate waste streams, or regulated disposal. Any such refusal will not be considered a breach of contract if it is based on legal compliance or reasonable safety concerns. The company may also retain records relating to waste handling where this is required for compliance purposes.
Service standards and complaints
The company aims to provide services with reasonable care and skill, using appropriate methods and products for the surfaces and conditions disclosed. However, cleaning is a restorative process rather than a guarantee of perfect results. Outcomes will vary depending on textile type, age, soiling level, prior treatment, and environmental factors. Customers should not expect the service to reverse every kind of wear, discolouration, or permanent staining. Any stated performance description should be read as a general indication, not a guarantee of a specific visual result.
If a customer believes that a service has not been delivered in line with the agreed standard, they should notify the company within a reasonable time after completion. The company may request photographs, access to the affected item, or other information to assess the matter fairly. Where appropriate, the company may offer a revisit, re-treatment, or other practical remedy. The customer must allow a reasonable opportunity for the company to inspect and, where suitable, put things right before arranging third-party intervention that might make assessment more difficult.
These terms are intended to work alongside any statutory consumer rights that apply in the UK. If a consumer service has not been carried out with reasonable care and skill, the customer may have rights under law that cannot be waived by contract. Nothing in these terms should be read as reducing those rights. At the same time, customers are expected to act reasonably, provide accurate information, and cooperate in resolving issues in a fair and timely manner.
Variations, assignment, and general provisions
The company may vary the way it performs a service where this is reasonably necessary due to availability of materials, safety concerns, site conditions, or improvements in operational practice, provided the core nature of the service is not materially altered without the customer’s agreement. No employee, contractor, or representative has authority to vary these terms unless the change is confirmed by an authorised person in writing. Any waiver of a term on one occasion does not mean that the same term will be waived in future.
The customer may not assign the booking or transfer rights under these terms to another person without the company’s written consent. The company may assign or transfer its rights and obligations where lawful and where doing so does not materially reduce the customer’s rights. If any part of these terms is found unenforceable by a court or competent authority, the rest of the terms will continue to apply. A failure by the company to enforce any provision immediately does not prevent it from enforcing that provision later.
These terms represent the entire agreement between the customer and Collierswood Carpetcleaning in relation to the relevant service booking, unless a separate written agreement states otherwise. They supersede informal discussions or previous arrangements to the extent of any inconsistency. The wording should be interpreted in accordance with its plain meaning and the reasonable expectations of both parties. Customers who proceed with a booking confirm that they have read, understood, and accepted the service conditions.
Governing law
These terms and any dispute or claim arising from them, whether contractual or non-contractual, shall be governed by and interpreted in accordance with the law of England and Wales. The courts of England and Wales shall have non-exclusive jurisdiction to settle any dispute arising out of or in connection with these terms or the provision of services, subject always to any mandatory consumer protections that apply.
The company seeks to resolve concerns amicably and efficiently wherever possible. Where a disagreement arises, the parties should first attempt to communicate in good faith and use the information available to clarify the issue. However, if a resolution cannot be reached, the legal framework of England and Wales will apply. This ensures that the service relationship remains clear, predictable, and consistent with UK consumer and business law.
By booking or accepting a Collierswood Carpetcleaning service, the customer acknowledges that these terms form the basis of the contract and that they have had the opportunity to review them before the work begins. The company appreciates the importance of clarity in professional cleaning services and aims to provide a reliable, lawful, and well-managed service experience at every stage.
