Terms and Conditions for New Southgate Carpet Cleaners
These Terms and Conditions set out the basis on which New Southgate Carpet Cleaners provides carpet and fabric cleaning services to domestic and commercial customers in the UK. By making a booking, confirming an appointment, allowing access to the property, or accepting delivery of any service, the customer agrees to be bound by these terms. If any part of these terms is not understood, the customer should review them carefully before placing a booking. These terms are intended to be clear, fair, and consistent with applicable UK consumer law.
Service scope. The company provides professional carpet cleaning and related fabric cleaning services, which may include pre-inspection, stain treatment, shampooing, hot water extraction, dry cleaning, deodorising, and other agreed cleaning methods. The exact service offered depends on the condition of the item, the type of fibres, the level of soiling, and any special requirements discussed before attendance. While the team will aim to deliver a high standard of care, the customer acknowledges that results can vary according to material condition, previous treatment, wear, and embedded contamination.
The customer is responsible for ensuring that the area to be cleaned is reasonably accessible, safe to work in, and suitable for the proposed cleaning method. This includes moving light personal items where necessary, ensuring access to water and power where required, and advising the company of any pets, hazards, fragile items, or concealed damage. The company may decline to proceed if conditions at the property are unsafe, unsuitable, or materially different from what was described at the time of booking.
Booking process. A booking is only confirmed once the company has accepted the request and, where applicable, a deposit or prepayment has been received. Any quotation provided before attendance is based on the information supplied by the customer and may be revised if the actual work differs from the description given. This may occur where there are additional rooms, larger areas, special stain-removal requirements, severe contamination, access difficulties, parking limitations, or other factors that affect time, materials, or labour. The company will normally explain any change in price before starting any additional work.
When a customer books carpet cleaning services, they confirm that the information supplied is accurate and complete. The customer must disclose details that may affect the service, including but not limited to: recent flooding, mould, pet urine, blood, chemicals, previous professional cleaning, underlay damage, moth infestation, or delicate natural fibres. Failure to provide relevant information may affect the final result and may also change the price or the ability to complete the work as planned. If the cleaning process reveals conditions that were not reasonably foreseeable, the company may suspend or modify the service to avoid damage.
Appointments and access. The customer must ensure that an authorised adult is present at the start and, where necessary, at the end of the appointment. If entry cannot be gained within a reasonable time or the customer is not available, the company may treat the visit as a late cancellation or wasted journey and charge accordingly. The customer should also ensure that any parking restrictions, permits, or site-specific rules are arranged in advance. Delays caused by access issues may reduce the time available for cleaning and can impact the result.
Payment terms apply as follows. Unless otherwise agreed in writing, payment is due immediately upon completion of the service. The company may accept cash, card, bank transfer, or other agreed methods, and may request part payment in advance for larger jobs, specialist work, or commercial bookings. Prices quoted are usually inclusive of labour and standard materials, but any extra charges arising from additional work approved by the customer will be added to the final invoice. All sums must be paid in full within the stated timeframe. If payment is overdue, the company reserves the right to apply reasonable recovery costs permitted by law.
The customer agrees that all prices are stated in pounds sterling and may be subject to applicable taxes where relevant. Quotations are based on the condition at the time of inspection or on information supplied before attendance. Any discount, promotion, or special offer may be withdrawn where the customer changes the scope of work, fails to meet conditions of the offer, or requests additional services not included in the original agreement. The company may decline to start or continue work where payment conditions are not accepted.
Cancellations and rescheduling. The customer may request a change of appointment time or date, subject to availability. Where notice is given with sufficient time, the company will try to rebook the visit without charge. Cancellations made after a booking has been secured may be subject to a reasonable fee if the company has reserved time, materials, staff, or transport specifically for that appointment. If the customer cancels at short notice or does not provide access on the agreed day, the company may charge for lost time, preparation, and travel in line with the circumstances. The company may also cancel or postpone a booking due to illness, severe weather, unsafe conditions, equipment failure, or events beyond reasonable control.
Service performance and limitations. Carpet cleaning is a restoration and maintenance service, not a guarantee that every mark or odour will be removed. Some stains are permanent or may react unpredictably to cleaning solutions, moisture, heat, or mechanical action. The company will use suitable techniques and reasonable skill to achieve the best possible result, but the customer accepts that certain issues may remain, including old stains, dye loss, worn pile, watermarks, fibre distortion, pre-existing fading, or damage caused by previous cleaning attempts. Any estimate regarding stain removal is made honestly but cannot be promised as an absolute outcome.
Where specialist treatment is requested, the company may advise that a test patch is required. The customer understands that testing does not guarantee the same result across the entire surface. The company may refuse to treat certain items if the risk of damage is too high, such as fragile antique carpets, unsafe subfloors, heavily degraded materials, or items that are not suitable for wet cleaning. If the customer insists on proceeding against advice, they may be required to confirm that decision in writing or accept the risks associated with the chosen method.
Customer obligations. The customer should remove small valuables, breakables, and personal belongings from the working area before the appointment. The company is not responsible for packing, moving, or storing items unless specifically agreed. The customer should also identify any existing marks, damage, loose fittings, exposed wires, or weak flooring. Failure to do so may affect both the result and the safety of the job. If furniture must be moved, the company will do so only where it is reasonable, safe, and within the usual scope of the service. Heavy, fixed, fragile, or high-value items may be excluded.
Liability. The company will exercise reasonable care and skill when carrying out all carpet and upholstery cleaning work. However, liability is limited to loss or damage caused by proven negligence, breach of contract, or breach of statutory duty, to the extent permitted by law. The company does not accept responsibility for pre-existing defects, hidden weaknesses, colour migration, shrinkage due to material sensitivity, or deterioration caused by age, wear, or unsuitable previous treatment. The customer is responsible for informing the company of anything that may increase the risk of damage.
Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be excluded under UK law. Where the company is found liable for damage to property, the maximum remedy will normally be limited to the lower of the reasonable repair cost or the fair replacement value of the affected item, taking account of age and condition. The company will not be responsible for indirect loss, loss of profit, business interruption, or consequential loss arising from the service, except where the law requires otherwise.
Inspection and complaints. The customer should inspect the work as soon as reasonably possible after completion and raise any concerns promptly. If a problem is reported, the company may request access to inspect the item and, where appropriate, to attempt a reasonable remedy. This may include re-cleaning a relevant area if such action is suitable. The customer must not arrange third-party repairs or treatment for an alleged issue without first giving the company a fair opportunity to assess the matter, unless urgent action is required to prevent further loss.
Waste regulations and disposal. The company will carry out its services in accordance with applicable UK waste management requirements and environmental obligations. This includes disposing of waste water, residue, packaging, and any collected debris responsibly and lawfully. Customers must not request disposal methods that would breach environmental rules, drainage restrictions, or local waste controls. If any item or residue removed during cleaning is classified as controlled, hazardous, or specialist waste, the company may refuse to handle it unless lawful arrangements are in place. The customer must disclose any contamination that could affect waste classification, such as oil, bodily fluids, chemicals, or biohazards.
The customer remains responsible for the lawful ownership and condition of all items presented for cleaning. Where the service involves the removal of waste generated from the property, the company will take reasonable steps to ensure that disposal complies with relevant standards and does not create unnecessary harm to the environment or third parties. The customer agrees not to place prohibited materials into areas being cleaned unless this has been expressly agreed and appropriately managed. Any additional charges arising from specialist disposal requirements will be notified in advance where reasonably possible.
Data, property, and access. Personal information supplied for bookings will be handled in line with applicable data protection law and only used for the administration of services, invoicing, record keeping, and lawful business purposes. The company will not be responsible for unsecured items left at the property, and any keys or access devices entrusted to the company will be handled with reasonable care. If the company is given access instructions, the customer confirms that such instructions are lawful and that the company may rely on them. Where a property is vacant, the customer should ensure that someone with authority can make decisions if issues arise.
Force majeure. The company will not be liable for delay or failure to perform where this is caused by events beyond its reasonable control. These may include extreme weather, fire, flood, strike action, transport disruption, utility failure, equipment theft, pandemics, civil disturbance, or government restrictions. In such circumstances, the company may reschedule the appointment, suspend work, or cancel the booking without liability for indirect losses. Any money already paid for work not carried out will be refunded or reallocated where appropriate, subject to any lawful deductions for work already completed or expenses properly incurred.
Any waiver of a right under these terms must be agreed in writing. If any provision is found to be invalid or unenforceable, the remaining provisions will continue in full force. The company may update these terms from time to time, and the version in force at the time of booking will apply to that booking unless a different version is expressly agreed. The customer should keep a copy of the terms that applied when the service was arranged.
Governing law and jurisdiction. These terms and any dispute or claim arising from them, whether contractual or non-contractual, 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 gives the customer the right to bring proceedings elsewhere. These terms are intended to work alongside the customer’s statutory rights, and nothing here removes rights provided by the Consumer Rights Act 2015 or other applicable legislation. By booking with New Southgate Carpet Cleaners, the customer confirms acceptance of these service terms.