Terms and Conditions for Notting Hill Carpet Cleaners
These Terms and Conditions set out the basis on which Notting Hill Carpet Cleaners provides domestic and commercial cleaning services. By making a booking, confirming an appointment, or allowing our team to begin work, the customer agrees to these terms. They are intended to be clear, fair, and practical, so both parties understand what is included, what is excluded, and how each stage of the service will be handled. Throughout this document, references to carpet cleaning, upholstery cleaning, and related services include any service booked under the Notting Hill Carpet Cleaners name, unless a separate written agreement states otherwise.
These terms apply to all orders placed by private households, landlords, tenants, managing agents, and business customers. They cover the booking process, pricing, payments, cancellations, access requirements, limitations of liability, disposal of waste water and other residues, and the law that applies if a dispute arises. Customers are responsible for reading these terms before confirming an appointment. If anything is unclear, the customer should ask for clarification before the service begins, as continuing with the booking indicates acceptance of the conditions stated here.
The company may update these terms from time to time. The version in force at the time the booking is confirmed will normally apply to that service, unless a later written agreement is made between the company and the customer. If any part of these terms is found to be unlawful or unenforceable, the remaining provisions will continue to apply. Headings are included for convenience only and do not affect interpretation. These terms are written for a UK service context and should be read alongside any quotation, invoice, or service note issued for the specific job.
1. Booking Process
Bookings may be made through the methods made available by the company from time to time, including telephone, email, online request forms, or written confirmation. A booking is not considered final until the customer has received confirmation from Notting Hill Carpet Cleaners or an authorised representative. The company may ask for information about the property, the type of items to be cleaned, approximate size, level of soiling, fabric type, stain history, and any access concerns. This information is important because it helps determine whether the job can be completed safely and whether any special methods, equipment, or products are required.
Once a booking is accepted, the company will provide an appointment date, estimated arrival window, and where relevant, an indicative price or quote. All bookings are made subject to the customer ensuring suitable access to the property and the areas to be cleaned. If the customer fails to disclose relevant information, including restricted access, fragile surfaces, hidden damage, or contamination risks, the company may revise the price, change the procedure, or cancel the appointment. The company reserves the right to refuse a booking where it reasonably believes that the service cannot be delivered safely, lawfully, or to a professional standard.
2. Quotations and Service Scope
Any quotation provided by Notting Hill Carpet Cleaners is based on the information supplied by the customer and may be revised if the actual conditions differ from those described. Prices may depend on room size, number of items, fabric type, stain treatment requirements, parking limitations, congestion charges, or additional labour. Unless stated otherwise, quotations are valid for a limited period and may be withdrawn before acceptance. Quotes are usually based on standard conditions and do not include unforeseen extra work, specialist stain removal, post-construction debris, or the treatment of severe contamination unless expressly included.
Where the customer asks for additional work during the appointment, the company may agree to complete it if time, equipment, and product availability allow. Any such additions may result in an extra charge. The company will use reasonable skill and care, but it cannot guarantee the removal of every stain, odour, or mark, particularly where damage is permanent, age-related, or caused by previous improper treatment. Customers acknowledge that some fabrics and materials may react unpredictably to cleaning solutions, and that professional cleaning does not amount to a restoration promise.
3. Payments
Payment terms will be confirmed at the time of booking or on the invoice issued after the service. Unless otherwise agreed in writing, payment is due on completion of the work, on receipt of invoice, or within the period specified on the invoice. Notting Hill Carpet Cleaners may accept card payment, bank transfer, cash, or other methods stated at the time of booking. Where a deposit is required, the booking may not be held until the deposit has been received. Deposits may be non-refundable where a cancellation is made outside the permitted period or where special materials or equipment have been ordered specifically for the job.
If payment is not made when due, the company may charge interest and recovery costs to the extent permitted by law. Invoices disputed in good faith should be raised promptly, with reasons and supporting details, so that the matter can be reviewed. The customer may not withhold payment for an entire job because of a minor issue that does not materially affect the overall service. Any agreed reduction, refund, or credit will be handled at the company’s discretion, subject always to the customer’s statutory rights. Prices, unless clearly stated, are inclusive of standard labour and ordinary consumables but may exclude parking, specialist disposal, or non-routine call-out charges.
4. Customer Responsibilities
Customers must ensure that the working area is reasonably accessible and safe. This includes removing breakable items, providing adequate entry to rooms, disclosing hidden hazards, and securing pets where needed. For upholstery and carpet cleaning, the customer should inform the company of any loose seams, pre-existing wear, colour loss, dye instability, water sensitivity, or recent repairs. The company is not responsible for damage caused by undisclosed faults, structural problems, or items that were already fragile or failing before work began.
The customer should provide access to water, electricity, and suitable parking if required for the service. If the team arrives and cannot begin work because access is blocked, utilities are unavailable, or the area is not ready, a wasted attendance fee or call-out charge may apply. The customer must also ensure that children and other occupants do not enter areas where equipment, hoses, wet surfaces, or cleaning chemicals are being used. While the team will take reasonable precautions, it remains the customer’s responsibility to make sure the property is appropriately prepared.
5. Cancellations, Rescheduling, and Missed Appointments
Customers may request a cancellation or reschedule by giving reasonable notice. The required notice period may vary depending on the size and complexity of the booking, but appointments cancelled at short notice may incur a fee to cover lost time and administrative costs. Where materials have already been allocated or travel has begun, the company may retain part or all of any deposit or charge a cancellation fee proportionate to the loss suffered. This is particularly relevant for larger or time-sensitive carpet cleaning services, where the slot could not easily be reallocated.
If the customer is not present, cannot grant access, or otherwise causes the appointment to fail, the company may treat this as a missed appointment and charge accordingly. The company may also reschedule or cancel if conditions are unsafe, if essential equipment fails, or if weather, traffic, or other events outside its control prevent attendance. In such cases, the company will aim to offer a new appointment as soon as reasonably possible. No compensation will be payable for delays or cancellations caused by events beyond the company’s reasonable control, including but not limited to severe weather, accidents, strikes, public disruption, or supply interruptions.
6. Liability and Limitations
The company will perform its services with reasonable care and skill, as required by law. However, liability is limited to the extent permitted by law. Notting Hill Carpet Cleaners will not be liable for indirect, incidental, or consequential losses, including loss of profits, business interruption, or loss of enjoyment, unless such exclusion is unlawful. Nothing in these terms excludes liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot legally be excluded.
Where damage is alleged, the customer must notify the company promptly and allow an opportunity to inspect the issue before any third-party repairs or cleaning are carried out. The company will not accept liability for damage caused by pre-existing defects, hidden weakness, improper prior treatment, unsuitable materials, or instructions given by the customer against professional advice. The customer acknowledges that some results depend on the condition and composition of the item being cleaned. In certain cases, minor changes in texture, shading, pile direction, or drying pattern may occur even where proper methods are used. Such effects do not necessarily amount to damage.
The company’s total liability for any claim arising from a service, whether in contract, tort, or otherwise, shall be limited to the amount paid or payable for the specific service giving rise to the claim, unless a higher amount is required by law. Customers are responsible for ensuring that any valuable, irreplaceable, or unusually delicate items are disclosed before work begins. The company recommends that valuable items be removed from the work area where practicable. If the customer gives specific instructions that increase the risk of damage, the company may ask for written confirmation before proceeding.
7. Waste Regulations and Environmental Handling
In carrying out cleaning work, the company may generate waste water, extracted residue, used disposable materials, packaging, and small quantities of contaminated debris. Notting Hill Carpet Cleaners will handle such waste in a responsible manner and in accordance with applicable UK waste management requirements. Where waste needs to be removed from the property, it will be dealt with through lawful and appropriate disposal routes. The company does not expect customers to handle professional waste unless this has been expressly agreed in advance.
Customers must not ask the company to dispose of hazardous, illegal, or prohibited materials unless the company has expressly agreed and is legally able to do so. This includes, without limitation, sharps, asbestos, bodily fluids beyond the agreed service scope, chemical containers, and regulated waste. If such materials are discovered, the company may suspend the service and require specialist handling. The customer is responsible for disclosing any contamination risks before the appointment. If additional protective measures, specialist disposal, or compliance steps are needed, extra charges may apply. The company may also decline to proceed where disposal obligations cannot be safely or lawfully met.
8. Access, Delays, and Service Conditions
The customer agrees to provide uninterrupted access during the scheduled appointment window. Delays caused by locked rooms, restricted entry, parking problems, building management rules, or the need to wait for another person may reduce the time available for cleaning and may affect the scope of the service. If the team must wait beyond a reasonable period, a waiting charge or rebooking charge may apply. The company may also leave and classify the job as cancelled or missed if access cannot be obtained within a reasonable time.
Some cleaning outcomes depend on drying times, ventilation, room temperature, humidity, and the condition of the item. Customers should avoid walking on damp carpets or using treated upholstery until the company advises that it is safe to do so. The company is not responsible for re-soiling, tracking, or damage caused by premature use, poor ventilation, or moving furniture back too soon. If the customer asks the team to move furniture, the company will do so only where it is reasonably safe and practical. Certain items, including antiques, electronics, pianos, and heavy wardrobes, may be excluded from movement unless otherwise agreed.
9. Complaints and Disputes
If the customer has a concern about any aspect of the service, they should raise it as soon as reasonably possible and within a reasonable time after the appointment. The company may ask for photographs, descriptions, or access to the affected area in order to investigate. This helps determine whether the issue relates to workmanship, pre-existing condition, or factors outside the company’s control. The company will aim to respond fairly and in good faith, and may offer a re-clean, partial refund, or another remedy where appropriate and consistent with the law.
Nothing in these terms prevents a customer from relying on statutory rights under UK consumer law. If a dispute cannot be resolved directly, the parties should attempt to settle the matter amicably before starting formal proceedings. Any communication should remain factual and respectful. The company may refuse abusive, threatening, or defamatory correspondence. Any failure by the company to enforce a right on one occasion does not mean that right is waived in future. A waiver is only effective if made in writing.
10. Governing Law
These Terms and Conditions, and any dispute or claim arising from them, shall be governed by and interpreted in accordance with the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction, subject to any consumer rights that cannot be restricted by contract. If the customer is acting as a business rather than as a consumer, any dispute shall still be handled under the same legal framework unless a different written agreement applies.
By using Notting Hill Carpet Cleaners, the customer confirms that they have read, understood, and agreed to these terms. They also confirm that the information supplied for the booking is accurate to the best of their knowledge. These Terms and Conditions are intended to support a transparent professional relationship and to ensure that each carpet cleaning or related service is delivered on a fair and lawful basis. The company thanks customers for their cooperation and for helping ensure safe, efficient, and well-managed work at every appointment.
