Waterloo Carpet Cleaners Service Terms and Conditions
These Terms and Conditions govern the supply of professional carpet cleaning, upholstery cleaning, rug cleaning, stain treatment, odour treatment, and related fabric-care services by Waterloo Carpet Cleaners. 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 any order. They are intended to set out a clear framework for the service, including how bookings are made, how payments are handled, when cancellations may apply, what liability limits exist, how waste and disposal matters are managed, and which law applies to the agreement.
In these Terms, references to “we”, “us”, and “our” mean Waterloo Carpet Cleaners, and references to “you” and “your” mean the customer or the person arranging the service. These terms apply to domestic and commercial customers unless a separate written agreement states otherwise. If any part of these terms is found to be unenforceable, the remaining provisions will continue to apply to the fullest extent permitted by law.
We provide a professional cleaning service designed to improve the appearance and hygiene of carpets and related soft furnishings, but results can vary according to fabric type, condition, age, staining, prior treatment, and the extent of wear. As a result, no guarantee is made that all marks, odours, or contamination can be fully removed. The customer accepts that some items may be delicate or have pre-existing damage that becomes visible during cleaning.
1. Booking Process
Bookings for Waterloo carpet cleaning services may be made by phone, email, online form, or any other method we make available from time to time. A booking request does not become binding until it has been accepted by us and, where required, confirmed in writing or by message. We may ask for information about the property, access arrangements, room sizes, the type and number of items to be cleaned, and any special conditions that may affect the service.
When you book, you must provide accurate and complete information. This includes, where relevant, the material composition of the carpet or upholstery, details of any visible staining, signs of damage, pet contamination, infestation, mould, moisture issues, or previous treatment. If inaccurate or incomplete information leads to extra time, additional products, or a change in method, we may adjust the price accordingly or decline to proceed if the task is unsafe or impractical.
Any estimated arrival time is approximate only. While we aim to attend within the agreed period, delays may occur due to traffic, weather, equipment issues, or jobs taking longer than expected. A change in arrival time does not, by itself, entitle the customer to compensation or cancellation unless the delay is unreasonable and we are unable to attend within a revised and acceptable timeframe.
Access and preparation. The customer is responsible for ensuring that the property is accessible at the agreed time, that reasonable working space is available, and that the area has been prepared as far as practical. This may include moving fragile items, securing pets, and ensuring there is a suitable power source and water supply if required. If we cannot start work because access is denied or the property is inadequately prepared, the visit may be treated as a cancellation at short notice.
2. Prices and Payments
Prices are normally based on the scope of work, size of the area, item type, level of soiling, and any specialist treatment needed. Any quote given before inspection is an estimate unless expressly stated as fixed. If, upon arrival, the actual condition or workload differs materially from what was described, we may revise the price before commencing or continuing the service.
Payment terms will be confirmed at booking or upon completion, depending on the arrangement. Unless otherwise agreed, payment is due immediately on completion of the work. We may accept bank transfer, card payment, or other methods we choose to offer. Where a deposit is requested, the booking may not be secured until the deposit has been received in cleared funds.
Late or failed payments may result in administrative charges, recovery action, or suspension of future services, to the extent permitted by law. Any chargeback or payment dispute raised without a valid reason may be treated as a breach of these terms. If we need to instruct a third party to recover unpaid sums, you may be liable for reasonable collection costs and lawful interest.
If additional treatments are requested on the day, or if the technician identifies extra work that is reasonably necessary to complete the service safely and effectively, we will discuss any revised cost with you before proceeding where practicable. Additional work will only be carried out with your agreement unless required to prevent damage, contain contamination, or protect health and safety.
3. Cancellations, Rescheduling, and No-Access
You may cancel or reschedule a booking by giving us notice in a reasonable time. The exact cancellation period may vary depending on the service type and appointment size, but we expect as much notice as possible. If you cancel at short notice, we may charge a cancellation fee to cover reserved time, travel, or products prepared specifically for your job.
Where a deposit has been taken, it may be retained in part or in full if the booking is cancelled late or if we have already incurred costs. If you cancel well in advance and no costs have been incurred, any refundable balance will normally be returned using the original payment method. We may also offer to rearrange the appointment instead of processing a cancellation, subject to availability.
If we arrive and are unable to gain access, if the property is unsafe, or if the information provided was materially incorrect, the appointment may be treated as a late cancellation or failed visit. In such cases, you may still be charged in full or in part for lost time and expenses. We will act reasonably, but we are not responsible for costs arising from your failure to be ready for the appointment.
Circumstances outside either party’s control, including extreme weather, accidents, emergency incidents, illness, or equipment failure, may require cancellation or rescheduling by us. Where this happens, we will try to rebook promptly. We are not liable for indirect losses arising from a cancelled or postponed visit, provided we have acted in good faith and without negligence.
4. Service Standards and Customer Responsibilities
We will carry out the service using reasonable skill and care, appropriate products, and methods suitable for the item or surface where possible. However, carpet cleaning and related services can involve some risk, particularly where materials are old, faded, loosely fitted, previously damaged, or sensitive to moisture or cleaning agents. The customer acknowledges that variations in pile direction, shading, texture, or drying pattern may occur naturally after cleaning.
You must tell us about any known risks before work begins, including fragile dyes, loose seams, hidden damage, recent repairs, underfloor heating, electrical hazards, or contamination concerns. We rely on the information you provide. If you withhold relevant details, any resulting loss or reduction in outcome may not be our responsibility. We may refuse or stop work if we believe continuing would be unsafe or likely to cause damage.
Unless otherwise agreed, you are responsible for removing valuables, breakables, small furniture, and confidential or sensitive items from the areas to be cleaned. We may assist with light furniture movement at our discretion, but we are not obliged to move heavy, fixed, valuable, or fragile items. If we do move furniture, this is done at your risk unless damage is caused by our negligence.
Where stain removal, deodorising, sanitising, or protection treatments are applied, we do not guarantee permanent or complete results. Some stains can set permanently, reappear during drying, or be affected by prior cleaning attempts. Similarly, lingering odours may have a source beneath the surface that cannot be fully resolved by surface cleaning alone.
5. Liability and Limitations
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. Subject to that, our liability is limited to losses that are reasonably foreseeable and directly caused by our breach of contract or negligence.
We are not liable for pre-existing faults, hidden defects, manufacturer issues, deterioration caused by age or wear, or damage arising from the inherent nature of the material being cleaned. This includes, without limitation, colour loss, shrinkage, seam separation, backing failure, fibre distortion, watermarking, or texture changes where the item was vulnerable to such outcomes even with reasonable care.
We are also not responsible for losses caused by incorrect information, failure to follow post-cleaning instructions, premature use of cleaned areas before drying, or exposure to subsequent contamination after the service has been completed. Customers should allow adequate drying time and follow any aftercare advice given at the time of service. Use of the area before it is fully dry may cause resoiling or other problems for which we accept no liability.
Our total liability for any claim arising from a single booking shall, to the extent permitted by law, not exceed the total amount paid or payable for that booking. We do not accept responsibility for indirect or consequential losses, including loss of profit, loss of business, or loss of opportunity, whether foreseeable or not.
6. Waste Regulations and Disposal
We aim to carry out all work in accordance with applicable UK waste management and environmental requirements. Waste generated in the course of service may include used cloths, packaging, spent cleaning materials, and small quantities of contaminated residue. Where removal or disposal is part of the service, we will handle waste responsibly and in line with relevant obligations.
The customer must inform us of any hazardous or potentially hazardous contamination before the booking, including bodily fluids, sewage, mould, chemical spills, pests, needles, asbestos concerns, or other restricted waste. We may refuse to handle such waste unless we are satisfied that it can be managed lawfully and safely. If specialist disposal, protective equipment, or additional procedures are needed, extra charges may apply.
Any items or residues removed from the property remain subject to applicable law. We may decline to transport, dispose of, or handle materials that we reasonably believe are unsafe, illegal, or outside the agreed scope of the service. If you ask us to dispose of items on your behalf, you confirm that you have the right to do so and that the materials are not prohibited from transfer or disposal under waste regulations.
The customer is responsible for ensuring that any waste left for collection is properly identified and segregated where required. We will not knowingly breach environmental rules, and we reserve the right to stop work or leave materials in place if disposal would involve unlawful risk. Any additional time spent handling unexpected waste issues may be charged where permitted.
7. Complaints and Remedies
If you are dissatisfied with any aspect of the service, you must notify us within a reasonable time after completion, and in any event as soon as the issue becomes apparent. This allows us to inspect the matter, consider any relevant evidence, and, where appropriate, propose a remedy. Cleaning results should be assessed only after the area has dried fully, unless the issue is unrelated to drying.
Where a valid complaint is made, we may choose to re-clean, treat again, reduce the charge, or offer another reasonable remedy, depending on the circumstances. Any remedy offered will be without admission of liability unless otherwise agreed. We will not be responsible for complaints made after an unreasonable delay or where the item has since been used, moved, or altered by another party.
Photographs may be requested to help assess the issue, but these do not replace a proper inspection where one is possible. If further access is required to investigate a complaint, you should allow reasonable opportunity for us to revisit the property. Failure to permit inspection may limit the remedies available.
We may update these Terms and Conditions from time to time. The version in force at the time of your booking will apply to that booking unless we agree otherwise in writing. If you continue to use our services after a revised version has been issued, the updated terms may apply to future bookings.
8. Governing Law
These Terms and Conditions, and any dispute or claim arising out of or in connection with them, 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 mandatory consumer rights provide otherwise.
Entire agreement. These terms form the entire agreement between you and Waterloo Carpet Cleaners in relation to the relevant booking, unless a separate written contract states otherwise. No statement made before booking will override these terms unless confirmed in writing. If there is any conflict between a booking confirmation and these terms, the written confirmation will prevail only to the extent of the conflict.
By arranging or accepting a service, you confirm that you have read, understood, and agreed to these Terms and Conditions.
