Aldgate Carpet Cleaners Terms and Conditions
These terms and conditions set out the basis on which Aldgate Carpet Cleaners provides carpet, upholstery, rug, and related domestic or commercial cleaning services in the UK. By making a booking, confirming an appointment, or allowing work to begin, the customer agrees to be bound by these terms. Please read them carefully before placing an order. These terms are intended to be clear, fair, and consistent with applicable UK consumer and business law.
For the avoidance of doubt, any reference to “we”, “us”, or “our” means Aldgate Carpet Cleaners, and any reference to “you” or “the customer” means the person or organisation booking the service. These terms apply to all standard cleaning appointments, inspection visits where relevant, and any additional treatments agreed in advance or during the service, subject to availability and suitability.
Our services are provided with reasonable skill and care, and we aim to deliver a professional carpet cleaning service that reflects the condition of the items and the information supplied at the time of booking. However, cleaning results may vary depending on fibre type, staining, wear, previous treatments, and the general condition of the materials. No statement in these terms affects your statutory rights where they apply.
The booking process begins when you request an appointment and provide the information we need to assess the work. This may include the type of flooring or fabric, the number of rooms or items, approximate size, access arrangements, parking or loading restrictions, and any known issues such as staining, odours, pet contamination, or water damage. A quote may be given based on the information supplied, but if the actual conditions differ materially, the price may need to be adjusted before work begins.
We may accept bookings by phone, email, online form, or other agreed methods. A booking is not confirmed until we have acknowledged it and, where required, received a deposit or written confirmation of the appointment. We reserve the right to refuse or cancel a booking where the property is unsuitable, unsafe, outside our service capability, or where the information supplied is incomplete or misleading. If an inspection is needed before final pricing, the appointment may remain provisional until our assessment is complete.
Customers must ensure that access is available at the agreed time. This includes providing entry to the property, moving fragile items where appropriate, and making any arrangements needed for parking, lifts, or keys. 
If we arrive and cannot begin work because access is unavailable, utilities are off, the area is not ready, or the customer is absent without prior arrangement, a call-out charge or waiting charge may apply. We may also need to reschedule, subject to availability.
All prices are stated in pounds sterling unless otherwise agreed. Quotes may be fixed or estimated depending on the information provided and the nature of the work. If the job changes after booking, including due to additional rooms, extra staining treatment, heavier soiling, furniture moving, or unforeseen conditions, we may revise the price reasonably to reflect the additional labour, equipment, or materials required. Where possible, we will explain any change before continuing.
Payment terms will be confirmed at booking or before the service begins. We may require full payment in advance, a deposit, or payment upon completion, depending on the size and type of job. Accepted payment methods may include bank transfer, card payment, cash, or other approved methods. Unless otherwise agreed in writing, payment is due immediately on completion of the service. Late or refused payment may result in recovery action, and we reserve the right to charge interest and reasonable costs where permitted by law.
Discounts, promotional offers, or special rates are offered at our discretion and may be withdrawn or amended at any time before a booking is confirmed. Unless explicitly stated, offers cannot be combined. Any estimate or quotation is valid for the period stated, or if no period is stated, for a reasonable time only. We are not responsible for any bank charges, currency conversion fees, or payment processor fees incurred by the customer.
Cancellations and rescheduling should be made as early as possible. If you need to cancel or change an appointment, you must notify us within a reasonable time before the scheduled start. For standard domestic bookings, a cancellation fee may apply if the appointment is cancelled too close to the service date, especially where we have already reserved time, staff, equipment, or materials. For larger or commercial carpet cleaning bookings, stricter notice requirements may apply and will be communicated at the time of booking.
If you cancel after our team has already travelled to the property, a call-out charge may be payable. If we are unable to proceed because the customer is not present or the property is not ready, the appointment may be treated as a late cancellation. We may also cancel or postpone a booking if there are operational issues, unsafe working conditions, adverse weather affecting travel or access, equipment failure, or circumstances beyond our control.
Where we need to cancel or reschedule, we will aim to give as much notice as reasonably possible and offer an alternative appointment. Our liability for cancellation is limited to the refund of any amount paid for the cancelled service, unless the law requires otherwise. We are not liable for indirect losses arising from a change of date or service postponement, including missed appointments with third parties or loss of earnings.
We use professional cleaning methods that are appropriate for the surface being treated, but all carpets, rugs, and upholstery are cleaned at the customer’s risk in the sense that some materials may react unpredictably despite proper care. The customer must disclose any prior damage, colour loss, weak seams, loose dyes, sensitive fibres, or hidden defects before work begins. We are not responsible for pre-existing wear, age-related deterioration, or issues caused by incorrect previous cleaning methods.
Our liability is limited to direct loss or damage caused by our proven negligence or breach of contract, and only to the extent permitted by UK law. We do not exclude liability for death or personal injury caused by our negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be excluded. However, we will not be liable for loss of profit, loss of business, indirect damage, consequential loss, or emotional distress unless required by law.
Customers should remove small valuables, fragile items, cash, and important documents from the work area before the appointment. Although our team will take reasonable care, we are not responsible for items left in the cleaning area unless loss or damage results from our proven negligence. Where furniture must be moved, we may decline to move very heavy, unstable, antique, or hazardous items. If movement is agreed, it will be done with reasonable care but without accepting responsibility for hidden instability or pre-existing weakness.
Stains, odours, and contamination can sometimes be reduced but not entirely removed, depending on the source, age, and extent of the problem. We do not guarantee the elimination of all stains, odours, or bacteria, particularly where there is deep penetration, previous treatment, or damage to the fibres or backing. Any expectations regarding outcome should be based on the condition inspection and the cleaning method selected, not on general assumptions.
Where specialist treatments are requested, including stain protection, deodorising, sanitising, or hot water extraction with additional pre-treatment, we will apply them using suitable products and methods where appropriate. The customer must tell us about allergies, sensitivities, pets, children, or ventilation concerns before the service begins. We may decline to use certain products if they are not suitable for the material, the environment, or the intended use of the area.
Our staff may take photographs for operational and quality-record purposes before, during, or after work, including to document the condition of items and completed results. Such records may be used to manage the service, resolve disputes, or demonstrate compliance. We will handle any personal data in line with applicable data protection law and our privacy practices, where relevant. Images taken for operational use will not be published without lawful basis or permission where required.
Waste regulations apply to the removal, handling, and disposal of any waste generated during our work. We will dispose of waste materials, dirty water, packaging, and used consumables in a lawful and responsible manner. The customer must not request or require us to dispose of hazardous, controlled, or illegal waste unless this has been specifically agreed in advance and can be handled lawfully. Where waste classification or disposal conditions apply, additional charges may be necessary.
We do not accept responsibility for the disposal of items not directly associated with the agreed service, including furniture, large household rubbish, electrical items, clinical waste, chemicals, or building waste, unless expressly agreed and legally permitted. If waste from the property requires special handling under UK environmental or local authority rules, the customer is responsible for ensuring it is accurately described and lawful for removal. Any contamination hidden within carpets, rugs, or upholstery must be disclosed to us before the appointment.
The customer warrants that the items and areas to be cleaned are free from illegal substances and that our staff will not be exposed to unsafe materials without prior warning. If hazardous waste, sharp objects, mould, pests, bodily fluids, or chemical residues are discovered during the service, we may stop work immediately and revise the scope, price, or method of service. We will follow reasonable health and safety precautions and may refuse to continue if lawful disposal or safe treatment cannot be assured.
Health and safety is important to the performance of every carpet cleaner service. You must make the premises safe for our staff by providing reasonable lighting, ventilation, and unobstructed access to the work area. The customer should keep children and pets away from equipment, wet surfaces, and cleaning solutions during the appointment. If we consider that conditions are unsafe, we may pause or terminate the service until the issue is resolved.
We are not responsible for delays caused by events outside our control, including traffic disruption, severe weather, supply shortages, strikes, utility failures, or access restrictions imposed by building management. Where such events occur, we will try to complete the service as soon as reasonably practicable. Neither party will be liable for failure to perform obligations caused by force majeure events, provided the affected party acts reasonably to minimise the impact.
Any complaints about the service should be raised as soon as reasonably possible after completion so that we can investigate the issue properly. You must give us a fair opportunity to inspect the area and, where appropriate, to offer a remedy such as re-cleaning or another practical solution. Complaints raised long after completion may be harder to assess because of changes in use, wear, drying conditions, or interference by third parties.
Nothing in these terms affects the rights of consumers under the Consumer Rights Act 2015, the Consumer Contracts Regulations 2013 where applicable, or any other mandatory UK legislation. If a provision in these terms is found to be unlawful or unenforceable, that provision will be interpreted or removed to the minimum extent necessary, and the remainder will continue in force. Any failure by us to enforce a right does not mean that we waive that right.
We may update these terms from time to time to reflect legal, operational, or service changes. The version in force at the time of booking will apply to that booking unless a mandatory legal change requires otherwise. Customers are encouraged to review the applicable terms before confirming each appointment. If a booking is made on behalf of a company, landlord, agent, or managing organisation, the person making the booking confirms they have authority to agree to these terms.
The agreement between the customer and Aldgate Carpet Cleaners is governed by the laws of England and Wales. Any dispute arising from or connected with these terms, the booking, or the service will be subject to the exclusive jurisdiction of the courts of England and Wales, unless applicable law requires another forum. These terms are intended to be interpreted in a fair and commercially reasonable manner.
