Arkley Carpet Cleaners Service Terms and Conditions

These Terms and Conditions set out the basis on which Arkley Carpet Cleaners provides carpet, upholstery, rug and related cleaning services to customers in the United Kingdom. By making a booking, confirming a quotation, allowing access to the premises, or accepting completion of the work, the customer agrees to be bound by these terms. Please read them carefully before booking any carpet cleaning service. If any part of these terms is unclear, the customer should review them before the appointment is arranged, as continued use of our services will be treated as acceptance of the latest applicable version.

The term “customer” refers to the person, business or organisation requesting the service, whether they are the property owner, tenant, managing agent or lawful occupier. The term “service” includes any cleaning work, inspection, stain treatment, deodorising, or associated task agreed in advance. References to “we”, “us” and “our” mean Arkley Carpet Cleaners. These terms apply to domestic and commercial work unless a separate written agreement states otherwise.

We reserve the right to update these terms from time to time to reflect changes in law, operational practice or service arrangements. The version in force at the time of booking will ordinarily apply to that booking, unless a later version is required by law or agreed in writing. Customers are responsible for checking that the service remains suitable for their needs, especially where delicate fibres, pre-existing damage, embedded stains or specialist materials are involved.

Booking Process

Bookings may be made by telephone, email, online request, or any other method we make available from time to time. A booking is not confirmed until we have accepted the request and, where applicable, received any required deposit or written confirmation. Any quotation provided before inspection is based on the information supplied by the customer and is subject to change if the actual condition, size, accessibility or composition of the items differs from that description. This is particularly relevant to any professional carpet cleaning appointment where the final scope may depend on room layout, fibre type or contamination levels.

The customer must provide accurate and complete information when booking, including the type and number of rooms or items, flooring materials, parking restrictions, access limitations, water and electricity availability, and any known risks such as mould, pet soiling, bleach spots or previous treatment. If any material information is omitted or inaccurate, we may revise the price, adjust the service, refuse to proceed, or treat the booking as cancelled if the issue cannot reasonably be resolved on arrival.

Appointment times are given as estimated arrival windows rather than fixed-minute commitments unless explicitly stated otherwise. While we aim to attend within the arranged period, delays can occur due to traffic, weather, equipment issues or overruns at a previous job. We will try to keep the customer informed where practical. The customer must ensure that the property is ready for the work to begin, including clearing fragile items, securing pets, and providing safe access to the relevant areas. If the property is not ready or access is refused, we may charge a call-out or wasted appointment fee.

It is the customer’s responsibility to disclose any health, safety or site-specific concerns, including asbestos suspicion, unstable flooring, electrical faults, flooding, infestation, hazardous substances, or any risk that could affect our staff or equipment. We may decline to carry out work where, in our reasonable opinion, the conditions are unsafe or unsuitable. In such cases, any deposit paid may be retained to cover administration and allocated time, unless the law requires otherwise.

Payments

Unless otherwise agreed in writing, payment is due on completion of the service and before our staff leave the property. We may accept cash, bank transfer, card payment or other methods we specify, but we are not obliged to accept any particular method. For commercial customers or larger jobs, we may request a deposit, part-payment or advance payment before the appointment. All prices are quoted in pounds sterling and, unless stated, include only the work specifically agreed at the time of booking.

Any quotation may exclude additional charges arising from parking fees, congestion charges, access difficulties, extra labour, stain-specific treatments, protective equipment, disposal requirements, or work requested on the day that falls outside the original scope. If further work is required once the cleaning has started, we will explain any revised price before continuing wherever reasonably practicable. The customer agrees to pay all sums properly due, and we may withhold final documentation or future bookings until outstanding balances are settled.

Late payments may result in administration charges, interest, debt recovery action or referral to a third party, to the extent permitted by law. We may also suspend scheduled services if there is an unpaid balance from a previous booking. Where a payment card or transfer is reversed, declined or later cancelled after service completion, the customer remains liable for the full amount owed and any reasonable costs arising from recovery.

Cancellations and Rescheduling

The customer may cancel or reschedule a booking by giving reasonable notice. If sufficient notice is provided, we will usually offer a new appointment date without penalty. However, if a booking is cancelled too late for us to allocate the time elsewhere, or if staff have already travelled to the site, we may charge a cancellation fee reflecting lost time, travel and administration. Deposits may be non-refundable where expressly stated at the time of booking or where the law allows retention for costs already incurred.

If the customer fails to provide access, is not present where attendance is required, or asks us to leave because the work is no longer wanted after arrival, the appointment may be treated as a late cancellation. We may also reschedule or cancel where severe weather, staff illness, equipment failure or other circumstances beyond our reasonable control make attendance impracticable. In such cases, we will aim to rearrange the service within a reasonable time and will not be liable for indirect losses caused by the change.

Liability

We will use reasonable skill and care in carrying out the service, but results can vary depending on fabric composition, age, wear, previous cleaning history, staining, fading and the condition of the item or flooring. Certain marks may be permanent or only partially removable. We do not guarantee complete stain removal, colour restoration, fibre recovery or the elimination of odours where these outcomes are affected by pre-existing damage or material limitations. Any description of likely results is an estimate, not a promise.

We are not liable for damage caused by hidden defects, unsuitable surfaces, pre-existing wear, manufacturer defects, colour instability, shrinkage, dye bleed, weak seams, backing failure or any condition that would not reasonably be apparent before treatment. The customer should tell us about any known sensitivity or prior incident affecting the item. Where a manufacturer’s care label or cleaning instruction conflicts with the customer’s requested method, we may refuse to proceed or may require written approval before continuing.

Nothing in these terms limits or excludes liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be excluded under UK law. Subject to that, our total liability for any claim arising out of a booking, whether in contract, tort or otherwise, will be limited to the amount paid or payable for the relevant service, except where a higher limit is required by statute. We shall not be responsible for loss of profit, loss of business, loss of opportunity, loss of goodwill or indirect and consequential loss.

If the customer believes that a fault has occurred, they must notify us within a reasonable time and allow us an opportunity to inspect the issue and, where appropriate, attempt a remedy. We may, at our discretion, offer a re-clean, adjustment, repair contribution or partial refund where justified. This remedy will be our first option unless another solution is required by law. No claim will be considered if the customer has altered, re-cleaned, moved, sold or disposed of the item before we have had a fair chance to assess it.

Waste Regulations and Environmental Handling

We operate in accordance with applicable UK waste, environmental and duty-of-care obligations. In the ordinary course of carpet and upholstery cleaning, waste water, used materials, filters, protective coverings and removed debris may be produced. We will handle such waste responsibly and dispose of it in a lawful manner. The customer must not ask us to dispose of hazardous, controlled or prohibited waste unless we have expressly agreed to do so and are legally permitted to receive it.

Where cleaning creates residue, sludge, contaminated water or other waste requiring removal, we may either take it away or manage it on site in a lawful way depending on the service type, property conditions and local disposal rules. The customer is responsible for ensuring that any drains, sinks, external outlets or receptacles we use are suitable for that purpose. If contamination is caused by sewage, chemicals, bodily fluids, pest activity or similar hazardous sources, the customer must disclose this before booking so that appropriate precautions can be taken.

We reserve the right to refuse work involving illegal dumping, unlabelled hazardous substances, or materials that require specialist licences or handling beyond our normal service scope. If such waste is discovered during the service and was not disclosed beforehand, we may stop work immediately and charge for time already spent together with any lawful disposal or protective costs. The customer remains responsible for complying with all legal requirements relating to their property and any materials present there.

Customer Responsibilities

The customer must ensure that the service area is safe, accessible and reasonably prepared for cleaning. This includes moving small personal items, removing valuables, safeguarding delicate objects, and ensuring that any vulnerable surfaces are identified in advance. We are not responsible for moving heavy furniture unless agreed, and any such movement is done at the customer’s request and risk unless caused by our negligence. The customer should also confirm that there is adequate ventilation and, where needed, functioning water and power supply.

The customer must notify us of allergies, sensitivities, pets, restricted access, alarm systems, parking constraints, building rules, or any other condition that could affect the service. If third parties such as landlords, tenants, letting agents, building managers or neighbours are involved, the customer remains responsible for securing any permissions necessary for us to attend and work. We may rely on instructions given by the person who booked the service unless we are clearly informed in advance of a different authorised contact.

Changes to the Service

Any change to the agreed service, including added rooms, extra treatments, upgraded products, or altered timing, must be approved by us. We may refuse last-minute changes if they would make the appointment impractical or unsafe. If a change increases the cost or extends the time needed, the customer agrees to pay the revised charge. If a change reduces the scope, any refund or adjustment will be made at our discretion unless otherwise required by law or expressly agreed in writing.

Governing Law

These Terms and Conditions, and any dispute or claim arising from them or from any service provided by Arkley Carpet Cleaners, 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, except where consumer law or mandatory legal rules provide otherwise. If any part of these terms is found to be invalid or unenforceable, the remaining provisions will continue to apply in full.

The headings in these terms are provided for convenience only and do not affect interpretation. Failure by us to enforce any right or provision on one occasion does not waive that right or provision on any other occasion. These terms form the entire agreement between the parties in relation to the service, unless a separate written contract states otherwise. Any variation must be agreed in writing by an authorised representative of Arkley Carpet Cleaners.

By confirming a booking with Arkley Carpet Cleaners, the customer acknowledges that they have read, understood and accepted these terms, including the booking process, payment obligations, cancellation rules, liability limits, waste handling expectations and governing law. These terms are intended to create a fair and transparent framework for service delivery while protecting both the customer and the business. They should be read together with any quotation, invoice or written notice issued for the specific appointment.