Terms and Conditions for Docklands Carpetcleaning Services
These Terms and Conditions set out the basis on which Docklands Carpetcleaning provides domestic and commercial carpet cleaning services in the United Kingdom. By making a booking, confirming an appointment, or allowing work to begin, the customer agrees to these terms. They are designed to create a clear and fair framework for both parties, covering the booking process, pricing, payment, cancellations, liability, waste handling, and the law that applies to the service. In these conditions, references to “we”, “us”, and “our” mean Docklands Carpetcleaning, and “you” or “the customer” means the person or organisation requesting the service.
These terms apply to all carpet cleaning, upholstery cleaning, stain treatment, deodorising, and related services we agree to provide. They should be read carefully before any booking is confirmed. If any part of these Terms and Conditions is unclear, the customer should ask for clarification before the appointment is scheduled. We may update these terms from time to time, and the version in force at the time of booking will normally apply to that booking unless a written agreement states otherwise.
For the purposes of these terms, a service booking means a request for cleaning work that has been accepted by us, whether the request is made by phone, email, online form, messaging service, or in writing. A booking is not confirmed until we have acknowledged it and, where required, received any deposit or pre-authorisation. The customer is responsible for making sure that all information supplied during the booking process is accurate, including the type of carpet or fabric, approximate room sizes, access conditions, and any known stains, damage, or special requirements.
We reserve the right to decline a booking, amend an appointment, or withdraw a quotation if the information supplied is incomplete, inaccurate, or materially different from the condition found on arrival. Where the actual work required differs significantly from what was described, we may revise the price before starting work. In such cases, the customer will be told of the revised charge and may choose whether to proceed. If the customer does not agree to the change, we may cancel the service without liability for any indirect loss arising from the cancellation.
Our quotations are usually based on the information provided at the time of enquiry and on reasonable assumptions about the condition of the carpet or item to be cleaned. Unless explicitly stated otherwise, prices are estimates and may be adjusted if the scope of work changes. This may include additional treatment for heavy soiling, pet contamination, inaccessible areas, extra drying requirements, or additional labour. Any discount, promotion, or package rate is valid only for the stated period and may be withdrawn at any time before booking confirmation.
Customers must ensure that the area to be cleaned is safe and reasonably prepared before the appointment. This includes removing fragile items, securing valuables, providing suitable access, and informing us of any hazards, hidden damage, or health and safety issues. 
If parking, permits, building access, or other site-specific arrangements are required, the customer must arrange these in advance unless we have agreed in writing to do so. Delays caused by inadequate access, restricted entry, or unsafe working conditions may result in additional charges or rescheduling.
Payments are due in accordance with the terms set out at the time of booking. Unless otherwise agreed in writing, payment is required immediately on completion of the service. We may accept payment by bank transfer, card payment, cash, or any other method we agree from time to time. Where a deposit is requested, the booking will not be secured until the deposit has been received. Deposits are usually applied against the final invoice and are subject to the cancellation rules set out below.
If payment is not made when due, we reserve the right to charge interest and recovery costs to the extent permitted by law. Any invoice that remains unpaid may be referred for collection action, and the customer will be responsible for reasonable administrative and recovery expenses incurred in seeking payment. Where a business customer engages our services, we may suspend further work until all outstanding sums have been settled. Payment by card or bank transfer does not affect the customer’s obligations where a chargeback, reversal, or failed transfer occurs.
All prices are stated in pounds sterling unless otherwise indicated. Unless expressly agreed, quoted prices include labour and standard cleaning materials but exclude exceptional access requirements, specialist stain treatments, or remedial work outside the usual scope of carpet cleaning services. VAT, if applicable, will be added in accordance with the law. Any estimate of time required for the work is given in good faith but is not guaranteed, as drying times and completion times may vary according to carpet type, ventilation, humidity, and level of soiling.
Cancellations and rescheduling must be made with reasonable notice. If the customer cancels or changes a confirmed appointment, we request that notice be provided as early as possible. Where cancellation occurs within a short period before the agreed time, we may charge a cancellation fee or retain part or all of any deposit to cover lost time, travel preparation, and administrative costs. The exact amount may depend on the notice given and whether our team or equipment has already been allocated to the booking.
If we arrive at the property and are unable to carry out the work because the customer is absent, access is refused, utilities are unavailable, or the premises are not ready, we may treat the appointment as a late cancellation and charge accordingly. If we need to postpone due to illness, equipment failure, adverse weather, safety concerns, or circumstances beyond our control, we will endeavour to offer an alternative date. We are not responsible for any losses caused by a rescheduled appointment unless the law says otherwise.
We may cancel or suspend a booking at any time if the customer acts abusively, fails to cooperate, provides false information, or creates unsafe working conditions. If the service cannot proceed because of circumstances outside our control, including serious water damage, contamination, pest activity, or structural defects, we may terminate the appointment without liability for consequential losses. 
Any refund of a deposit will be considered in light of the work already carried out, costs incurred, and the reason for cancellation.
Liability is limited to the extent permitted by law. We will exercise reasonable skill and care in providing our carpet cleaning services, but natural wear, pre-existing damage, hidden faults, dye instability, shrinkage, colour loss, or defects in materials may become apparent during or after cleaning. The customer acknowledges that some carpets, rugs, and fabrics may react unpredictably to moisture, cleaning agents, heat, agitation, or extraction methods, especially where prior treatment, poor installation, or age-related deterioration is present.
We are not liable for damage caused by inaccurate information, inadequate preparation, unsuitable flooring, pre-existing weakness, or failure by the customer to disclose relevant issues. Where possible, we may test a small area before proceeding, but this does not guarantee that all risks can be identified. We accept no responsibility for items left in the cleaning area unless we have expressly agreed to move or handle them. The customer should remove or protect valuable, fragile, or irreplaceable items before we begin work.
Nothing in these Terms and Conditions limits or excludes liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot lawfully be excluded. Subject to that, we will not be liable for indirect or consequential losses such as loss of profit, loss of business, missed deadlines, or inconvenience. Where liability is established, our total liability in connection with any booking will ordinarily be limited to the amount paid for the relevant service, except where the law requires a different position.
In relation to cleaning results, we do not guarantee the full removal of every stain, odour, mark, or pathogen. Many stains are permanent or may only lighten, and results will depend on fibre type, stain age, previous treatment, and environmental conditions. Any advice we give about expected outcomes is based on experience and is not a guarantee. Drying times are also estimates only. The customer is responsible for protecting freshly cleaned areas until they are fully dry and safe to use.
Where we identify mould, damp, pest contamination, biohazards, or other hazardous waste, we may refuse to proceed or may restrict work to the extent we consider safe and lawful. The customer must disclose any such issue before the appointment. We may require specialist treatment, additional protective equipment, or referral to a suitably qualified contractor if the work falls outside normal carpet cleaning services. If our operatives reasonably believe that continuing would create a health and safety risk, they may stop work immediately.
Waste regulations are important to how we operate. We will manage waste arising directly from our service in accordance with applicable UK law and good practice. This includes used cleaning materials, removed debris, and any waste we have agreed to collect as part of the service. We do not generally remove household rubbish, contaminated furnishings, sharps, or hazardous waste unless expressly agreed and lawfully permitted. Any disposal of waste that requires specialist handling may incur additional charges.
The customer remains responsible for the lawful disposal of their own waste, and must not request us to remove items in circumstances where doing so would breach waste, environmental, or health and safety regulations. If waste or contamination is discovered during the job, we may suspend the service until the customer gives appropriate instructions. We may also refuse to handle any material that we believe is unsafe, illegal to transport, or unsuitable for standard disposal routes. Where necessary, waste may be segregated, bagged, or contained before removal.
Customers must ensure that the premises comply with all relevant requirements for access, water, power, and ventilation. We are entitled to rely on the customer’s confirmation that the work area is suitable for cleaning operations. If the customer asks us to move furniture or other items, this is done at the customer’s risk unless otherwise agreed in writing. We may decline to move heavy, fixed, delicate, or hazardous items. Any damage resulting from the movement of such items will not be our responsibility unless caused by our negligence.
These terms apply equally to one-off appointments, repeat visits, emergency call-outs, and pre-arranged maintenance cleaning. Any variation to these terms must be agreed in writing by an authorised representative of Docklands Carpetcleaning. If any provision is found to be invalid or unenforceable, the remaining provisions will continue in full force. A failure by us to enforce any part of these terms immediately does not waive our right to enforce it later. The customer may not transfer their booking or rights without our consent.
We will keep any personal data provided for booking and service administration in accordance with applicable data protection law and our internal privacy procedures. Information supplied for service delivery will be used only for legitimate business purposes, such as scheduling, invoicing, record-keeping, and resolving disputes. We may retain records for as long as reasonably necessary for legal, accounting, and operational purposes. This section does not create any obligation beyond those set out in applicable data protection legislation.
For customers acting in a business capacity, the parties agree that the service is provided on a business-to-business basis where applicable. Any terms implied by statute that can lawfully be excluded are excluded to the fullest extent permitted. The customer confirms that they have authority to enter into the booking and to accept these terms on behalf of the person or organisation they represent. Where the booking is made by an agent, that agent will be treated as responsible for passing on accurate instructions and booking details.
The service is intended to deliver professional carpet cleaning with clear expectations and fair allocation of risk. By booking with Docklands Carpetcleaning, the customer confirms that they have read, understood, and accepted these Terms and Conditions. If the customer does not agree to any part of them, they should not proceed with the booking. These terms are governed by the laws of England and Wales, and any dispute arising from them will be subject to the exclusive jurisdiction of the courts of England and Wales.
