Tooting Bec Carpet Cleaners Terms and Conditions

These Terms and Conditions set out the basis on which Tooting Bec Carpet Cleaners provides domestic and commercial carpet cleaning and related fabric care services. By making a booking, confirming an appointment, or allowing our operatives to begin work, the customer agrees to be bound by these terms. These terms are intended to be clear, fair, and consistent with UK consumer law and general business practice.

For the purpose of these terms, references to “we”, “us”, and “our” mean Tooting Bec Carpet Cleaners, and references to “you” or “the customer” mean the person requesting or receiving the services. The services may include carpet cleaning, rug cleaning, upholstery cleaning, stain treatment, deodorising, and other fabric-care work agreed at the time of booking. Unless we agree otherwise in writing, these terms apply to every service appointment and every quotation we provide.

Please read this page carefully before placing a booking. It explains how the booking process works, how prices and payments are handled, when cancellations may be charged, what limits apply to our liability, how waste and disposal issues are managed, and which law governs any dispute. If any part of these terms is unclear, the customer should raise the matter before the appointment is confirmed.

1. Booking Process

Bookings may be made by telephone, email, online form, message, or any other method we make available from time to time. A booking is not confirmed until we have accepted the request and, where required, received any deposit or pre-authorisation. We may ask for information about the type of flooring or fabric, the size of the area, access conditions, parking restrictions, stain history, and any special requirements so that we can assess suitability and price accurately.

All quotes are based on the information provided by the customer. If the condition of the carpet cleaning job, upholstery item, rug, or surrounding area differs materially from the description given at the time of booking, we may revise the price or alter the scope of the service. Examples include excessive soiling, heavy pet contamination, unsuitable fibres, missing access arrangements, or the need for additional treatment beyond what was originally expected. We will always aim to explain any change before carrying out extra work.

Customers must ensure that the work area is ready for cleaning at the agreed time. This includes removing personal items where possible, providing safe access, advising us of fragile items, and making us aware of any relevant hazards. If the area is not sufficiently prepared, we may need to delay, reschedule, or limit the service. In some cases, a call-out or wasted attendance fee may apply where the appointment cannot proceed due to circumstances within the customer’s control.

2. Pricing and Payments

Prices may be shown as fixed service rates, estimates, or hourly charges, depending on the nature of the work. Unless expressly stated otherwise, all prices are inclusive of standard labour but may exclude parking charges, congestion-related expenses, premium products, specialist stain removal, or additional services requested on site. Any such extras will be discussed before they are added to the final invoice.

Payment is due in full on completion of the work unless a different arrangement has been agreed in writing in advance. We may accept card payment, bank transfer, cash, or other payment methods notified at the time of booking. Where a deposit has been requested, the deposit may be deducted from the final balance. The customer must ensure that sufficient funds are available and that payment can be made without delay when the service is completed.

If payment is not received on completion, we reserve the right to charge late payment interest and reasonable recovery costs in accordance with applicable law. We may also suspend future services until outstanding sums are settled. Any invoice dispute must be raised promptly and in good faith, with clear reasons and supporting information. Disputed amounts do not excuse payment of the undisputed portion of the invoice.

3. Cancellations, Rescheduling, and Delays

Customers may cancel or reschedule a booking by giving reasonable notice. The amount of notice required may depend on the size and type of job, the availability of our staff, and whether materials or equipment have already been allocated. Where adequate notice is not provided, we may charge a cancellation fee to cover lost time and administration. If we have already travelled to the premises or commenced preparatory work, further charges may apply.

We may also need to cancel or rearrange an appointment due to illness, adverse weather, equipment failure, access issues, safety concerns, or events outside our reasonable control. In such cases, we will use reasonable efforts to offer an alternative date or time. We are not liable for indirect losses arising from a postponement, but we will always act fairly and communicate changes as soon as reasonably possible.

If a customer is not present at the agreed time and no alternative arrangement has been made, we may treat the appointment as a late cancellation or failed visit. A similar approach may apply where access is unavailable, parking restrictions prevent safe unloading, utilities required for the job are not available, or the customer fails to provide necessary instructions. Repeated missed appointments may lead to refusal of future bookings.

4. Service Standards and Customer Responsibilities

We aim to deliver a professional carpet cleaning service using appropriate methods, equipment, and products selected in accordance with the item’s condition and material type. However, cleaning results can vary because of the age, fibre composition, previous treatment history, and wear level of the item. Some stains, odours, or marks may be permanent or may improve only partially despite reasonable efforts. The customer acknowledges that no service provider can guarantee the removal of every stain or the restoration of items to a “like new” condition.

The customer is responsible for informing us of any special care instructions, pre-existing damage, hidden defects, colour loss, shrinkage risk, loose stitching, or other vulnerabilities before work begins. Where items are fragile or sensitive, we may decline to proceed or may ask the customer to accept reduced-risk methods. If the customer asks us to proceed against our advice, this is done at the customer’s risk, subject always to our legal duties and limitations set out in these terms.

We may move light furniture where reasonably safe to do so, but we are not obliged to move heavy, valuable, unstable, or fixed items. If furniture is moved, the customer should remove delicate objects in advance and should check the placement after the service is complete. We do not accept responsibility for items left on or near the cleaning area unless loss or damage is caused by our negligence.

5. Liability and Limitations

Nothing in these Terms and Conditions limits or excludes liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be limited under UK law. Subject to that, our liability is limited as set out below.

We are not liable for pre-existing damage, hidden defects, normal wear and tear, colour variation, fibre distortion, shrinkage, watermarking, pile flattening, or results affected by unsuitable previous treatments. We are also not responsible for damage caused by inaccurate information provided by the customer, failure to disclose risks, or the presence of structural or environmental problems such as damp, leaks, or defective underlay. The customer should notify us of any known issues before cleaning begins.

Where we are found to be liable for damage caused by our negligence, our responsibility will generally be limited to the reasonable cost of repair or, where repair is not practicable, a fair reduction in the service charge or replacement value contribution reflecting the direct loss caused. We do not accept liability for loss of profit, loss of opportunity, loss of business, or other indirect or consequential losses. Any claim should be made as soon as reasonably possible after the issue is noticed, with photographs and supporting details where available.

6. Waste Regulations and Disposal

We comply with applicable UK waste handling rules when collecting, transporting, or disposing of waste generated by our work. This may include used cloths, waste water residues, packaging, and other service-related materials. We aim to reduce waste wherever possible and to dispose of materials responsibly. Where specialist disposal is required because of contaminated waste, excessive soiling, or unusual substances, we may charge additional fees if these costs were not included in the original quote.

The customer remains responsible for declaring any hazardous or unusual contamination before the service begins. This includes, where relevant, biological contamination, chemical residues, sharps, mould, or any substance requiring special handling. We may refuse to handle waste or materials that we reasonably believe are unsafe, illegal, or outside the scope of our equipment, training, or permissions. In such cases, we may stop work immediately and invoice for work already completed or for wasted attendance where appropriate.

Any items removed from the premises for cleaning, recycling, or disposal will only be handled with the customer’s permission or where necessary to complete the service. We do not knowingly remove regulated waste without proper authority. The customer must not ask us to transport or dispose of prohibited materials in a way that would breach environmental or waste management law. If our team discovers such materials on site, we may suspend the job and report the issue internally for compliance review.

7. Access, Safety, and Equipment

Safe access is essential for delivering a proper carpet cleaning service. The customer must ensure that our operatives can enter the property at the agreed time and can work without unnecessary risk. This includes providing accurate directions or entry instructions, securing pets, and making the work area reasonably safe. We may refuse to work in unsafe conditions, including where there is a risk of violence, contamination, electrical fault, slip hazard, or other danger to staff or property.

We use equipment and solutions suited to the service requested, but some items may require specialist treatment or may not be suitable for standard cleaning methods. If we determine on arrival that the job requires a different process, we will explain the options before proceeding. Where we cannot complete the work safely or effectively, we may either reduce the scope of the service or end the appointment and charge only for work done and any relevant call-out time, subject to applicable law.

Customers should ensure adequate ventilation and reasonable drying conditions after the service. We may provide general aftercare information, but any drying times are indicative only and vary according to fabric type, room temperature, humidity, and air circulation. We are not liable for delays in drying caused by the customer’s failure to ventilate the area or by environmental conditions beyond our control.

8. Complaints and Remedies

If the customer is dissatisfied with any part of the service, they should notify us within a reasonable time so that we can investigate the concern. We may ask for photographs, descriptions of the issue, and an opportunity to inspect the area or item. This helps us determine whether the matter relates to workmanship, a pre-existing condition, or an unavoidable limitation of the cleaning process.

Where a legitimate issue is identified and we are responsible, we may offer a re-clean, a partial refund, or another reasonable remedy depending on the circumstances. The remedy offered will reflect the nature of the problem and what is fair in light of the service supplied. We reserve the right to decline a remedy where the complaint arises from information withheld by the customer, misuse after cleaning, or an outcome that was not reasonably preventable.

Nothing in this section affects the customer’s statutory rights under UK consumer law. These terms are intended to sit alongside, and not override, any mandatory rights the customer may have in relation to services supplied with reasonable care and skill. Where a remedy is available under law, we will apply it in a manner that is lawful and proportionate.

9. Data, Variation, and Governing Law

We may hold limited customer information necessary to manage bookings, issue invoices, handle complaints, and maintain records. Such information will be processed in accordance with applicable data protection law and only for legitimate business purposes connected with the service. We do not sell customer details and we do not use them for unrelated purposes without appropriate justification.

We may update these terms from time to time to reflect changes in law, business practice, or service structure. The version in force at the time of booking will usually apply to that booking unless a change is required by law or is otherwise agreed. If any part of these terms is found unenforceable, the remaining provisions will continue in effect to the fullest extent permitted by law.

These Terms and Conditions and any dispute or claim arising from them, or from the services provided by Tooting Bec Carpet Cleaners, shall be governed by and interpreted in accordance with the laws of England and Wales. The parties agree that the courts of England and Wales shall have exclusive jurisdiction, except where consumer law provides otherwise.