Silvertown Carpet Cleaners Terms and Conditions

These service terms and conditions set out the basis on which Silvertown Carpet Cleaners provides domestic and commercial cleaning services. By making a booking, confirming an appointment, or allowing our team to begin work, you agree to be bound by these terms. Please read them carefully before arranging a carpet, upholstery, rug, or related cleaning service. In these conditions, references to “we”, “us” and “our” mean Silvertown Carpet Cleaners, and references to “you” and “your” mean the customer receiving the service.

These terms are intended to be fair and transparent. They explain how bookings are accepted, what payments are due, how cancellations work, the limits of our liability, and how waste and wastewater are handled in line with applicable UK requirements. They also apply to any written quotation, estimate, or confirmation issued by us, unless we expressly agree otherwise in writing.

By instructing Silvertown carpet cleaners to carry out a service, you confirm that you are authorised to request the work for the property or premises in question. If you are booking on behalf of a landlord, managing agent, business, or another person, you warrant that you have authority to do so.

Booking process begins when you provide us with the details needed to prepare an estimate or quotation. This may include the type of service required, floor or fabric type, size of the area, level of soiling, access conditions, and any specific concerns such as stains, odours, or prior treatments. Any quotation is based on the information available at the time it is given.

A booking is only confirmed when we have accepted your request and, where relevant, received any required deposit or prepayment. Until confirmation is issued, availability cannot be guaranteed. We may need to adjust the proposed service time, team size, or equipment if the information supplied changes or if additional work is identified on arrival.

You are responsible for checking the booking details carefully. If you notice an error in the date, address, service type, or other information, you should notify us as soon as possible. We may refuse to proceed where access is unsafe, the premises are unsuitable, or the requested work differs materially from the original booking.

We reserve the right to decline or cancel a booking where we reasonably believe the work cannot be completed safely, lawfully, or effectively. This includes circumstances involving severe contamination, hazardous materials, excessive furniture, infestation, or conditions that would prevent satisfactory cleaning. In such cases, any deposit treatment will be explained in accordance with the cancellation section below.

Payments are due in accordance with the quotation or invoice issued for the service. Unless stated otherwise, prices are shown in pounds sterling and may be subject to VAT where applicable. Payment methods accepted may include card, bank transfer, cash, or other means specified at the time of booking. Any fees charged by your bank or payment provider remain your responsibility.

If additional work is requested on site, or if the actual condition of the carpets or fabrics differs from the description supplied at booking, we may revise the price before proceeding. Any extra charge will reflect the additional time, labour, materials, or specialist treatment required. We will not knowingly carry out chargeable additional work without informing you first, except where immediate action is needed to prevent damage or address a safety issue.

Payment becomes due on completion of the service unless we have agreed alternative terms in writing. For commercial work, invoicing arrangements may differ and may require payment within a stated period. Where invoices remain unpaid after the due date, we may charge statutory interest and reasonable recovery costs in line with applicable law. We also reserve the right to suspend further services until overdue balances are settled.

You must ensure that the person present at the property is authorised to accept the work and make payment if required. If a payment is declined, reversed, or otherwise fails after completion, you remain liable for the full amount. We may rely on any records we hold, including booking confirmations, invoices, and service notes, when resolving disputes about payment.

Discounts, promotional rates, or special offers, where made available, apply only on the conditions stated at the time of issue. They cannot be transferred, exchanged for cash, or combined with other offers unless we expressly allow this. Any estimate given before inspection is not a fixed price unless we clearly say so in writing.

Cancellations and postponements should be made as early as possible. If you need to cancel or reschedule, please notify us promptly so we can release the appointment slot. Where notice is given within a reasonable period before the service date, we will usually seek to rearrange the booking without charge, subject to availability.

Late cancellations may incur a fee, particularly where we have already allocated staff, reserved equipment, or turned away other work. If you cancel at very short notice, fail to provide access, or are unavailable at the agreed time, we may charge a call-out fee or part of the service fee to cover our losses. The amount charged will be reasonable and proportionate to the circumstances.

We may cancel or postpone a booking if weather conditions, transport disruption, illness, safety concerns, or other events beyond our control make attendance impracticable. If this happens, we will contact you as soon as reasonably possible to rearrange the service. We will not be liable for any indirect losses arising solely from such rescheduling, provided we act reasonably and in good faith.

Liability for loss or damage is limited as set out in this section. We will perform the service with reasonable care and skill, using suitable products and equipment for the intended purpose. However, cleaning results can vary depending on the condition, age, fibre type, previous treatments, and hidden defects of the item or surface being cleaned.

We are not responsible for pre-existing damage, wear and tear, shrinkage caused by manufacturing faults, colour loss from unstable dyes, weakened seams, poor installation, or damage resulting from incorrect information supplied by you. Certain stains and odours may be impossible to remove completely. Likewise, some materials may be sensitive to moisture, heat, agitation, or chemical treatment even when handled properly.

Nothing in these terms excludes or limits liability for death or personal injury caused by our negligence, fraud, fraudulent misrepresentation, or any other liability that cannot be excluded under UK law. Subject to that, our total liability for any claim connected with a particular service shall not exceed the amount paid for that service, except where a different limit is required by law.

If you believe damage has occurred, you must notify us within a reasonable time after the service and before the item is used again where possible. You should take reasonable steps to prevent further loss. We may ask to inspect the item, review photographs, or consider any relevant documents before deciding whether liability is accepted. Failure to permit inspection may affect our ability to assess the claim.

We are not responsible for indirect or consequential loss, including loss of profit, loss of opportunity, loss of business, or loss arising from interruption of use, except where such exclusion is not permitted by law. Any advice we provide about aftercare, drying, or maintenance is given in good faith, but the final responsibility for following such advice rests with you.

Waste regulations apply to the materials and residues generated during cleaning operations. We will dispose of or manage waste, wastewater, and used consumables in a lawful and environmentally responsible manner. This includes taking reasonable steps to prevent contaminated water, cleaning residues, packaging, and removed debris from causing pollution or entering drains where improper discharge would be prohibited.

Where our work produces waste that must be removed from the premises, we may take it with us for proper disposal or leave it in a designated area if agreed in advance. You must tell us about any materials that may be hazardous, contaminated, or subject to special handling requirements. We may refuse to handle items that fall outside our standard service scope or that require a specialist licensed contractor.

By instructing us to work in your property, you confirm that you have the right to permit access to all areas necessary for the service and that no hidden hazards have been concealed. You must also ensure that valuables, fragile objects, and personal items are secured or removed from the working area. We do not accept responsibility for items left in the cleaning area unless loss or damage is caused by our proven negligence.

Customer responsibilities include providing reasonable access, electricity, water where required, and a safe working environment. Floors, surfaces, or fabrics should be made accessible before our arrival, including the removal of small movable items where practical. If we are delayed because access is restricted, parking is unavailable, or the property is not ready for service, we may charge waiting time or reattendance fees.

You must inform us of known issues that may affect the service, such as dampness, fragile materials, historic damage, recent repairs, pet contamination, or previous chemical treatments. Failure to provide accurate information may affect the outcome of the clean and may void any complaint regarding matters that were reasonably foreseeable or disclosed before the service began.

Any complaint should be raised promptly and clearly, allowing us the opportunity to inspect the issue and, where appropriate, return to assess it. If a remedy is justified, we may choose to re-clean affected areas, offer a partial refund, or take another reasonable step. Our decision will depend on the facts of the matter and the terms of this agreement.

These terms may be updated from time to time. The version in force on the date of your booking will normally apply to that booking, unless a later change is required by law or expressly agreed by both parties. We recommend that you review the terms each time you place a new order for carpet cleaning services.

In the event that any part of these terms is found to be invalid, unlawful, or unenforceable, the remaining provisions will continue in full force. No failure or delay by us in exercising any right under these terms shall operate as a waiver of that right. Any waiver must be in writing and signed or otherwise clearly authorised by us.

Nothing in these terms creates a partnership, agency, or employment relationship between you and us. We may assign or subcontract our obligations where reasonably necessary to perform the service, provided the standard of work is not materially reduced. You may not transfer your rights or obligations under these terms without our written consent.

The service is provided for domestic and commercial customers subject to fair use and reasonable expectations. Variations in stain removal, fibre appearance, drying times, and final finish do not necessarily amount to defective performance. Carpet cleaning terms and conditions should therefore be read as setting out the practical limits of what can be achieved safely and lawfully.

These terms and any dispute or claim arising from 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 legal rules provide otherwise. If you are a consumer, this does not remove any rights you may have under applicable consumer protection legislation.

By proceeding with a booking, you acknowledge that you have read, understood, and accepted these terms. Silvertown Carpet Cleaners aims to provide a professional service delivered with care, clarity, and respect for your property. These terms are designed to protect both parties and to ensure that every appointment is handled on a clear contractual basis.