Terms and Conditions for Dalston Carpet Cleaners
These Terms and Conditions set out the basis on which Dalston Carpet Cleaners provides domestic and commercial carpet cleaning, upholstery cleaning, rug cleaning, stain treatment, and related specialist cleaning services. By making a booking with us, the customer agrees to be bound by these terms. Please read them carefully before confirming any appointment, as they describe the booking process, payment obligations, cancellation rights, liability limits, waste handling, and the law that applies to the agreement.
In these terms, references to “we”, “us”, and “our” mean the service provider operating as Dalston Carpet Cleaners, and references to “you” or “the customer” mean the individual or business purchasing the service. These terms apply to all standard carpet cleaning appointments, deep-clean services, and any additional work agreed in writing or verbally during the booking process. If there is any inconsistency between these terms and a separate written quotation, the written quotation will take priority for the items it specifically covers.
A booking becomes effective only when we have accepted the request and provided a confirmation by email, text message, telephone, or another written method. The customer must ensure that the information supplied at the time of booking is accurate and complete, including the size of the area to be cleaned, the type of fibres or fabrics involved, access details, parking or entry restrictions, and any known pre-existing issues such as permanent staining, damage, or previous treatment. Where the customer has not provided full information, we may amend the quotation or withdraw from the job if the site conditions differ materially from what was disclosed.
We reserve the right to refuse or reschedule work if the property is unsafe, inaccessible, heavily contaminated, or otherwise unsuitable for the service requested. This may include, without limitation, situations involving exposed wiring, excessive moisture, pest infestation, structural hazards, illegal substances, or a condition that creates a health and safety concern for staff, occupants, or third parties. In such cases, any deposit already paid may be retained to cover reasonable administrative costs, unless the cancellation or failure to proceed is solely due to our fault.
Appointment times are given as estimated arrival windows unless expressly stated otherwise. While we make reasonable efforts to attend on time, delays may occur due to traffic, weather, equipment issues, or previous jobs over-running. We will aim to notify you where a delay is likely to be significant. If a delay arises and we attend within a reasonable period, no compensation will be due. If we are unable to attend at all, our liability will be limited to refunding any amount paid in respect of the cancelled appointment, unless a different remedy is required by law.
Prices are normally quoted based on the information provided by the customer and may be calculated by room, item, area, or time required. 
If the work on arrival materially exceeds the scope originally described, we may revise the price before starting, or during the job if the extra work is requested or becomes necessary. Examples include additional rooms, larger-than-declared floor areas, heavily soiled sections, unusually delicate materials, or requests for specialist stain removal. The customer will be informed of any material increase in advance wherever reasonably possible.
Payment terms will be confirmed during booking or on the quotation. Unless stated otherwise, payment is due immediately upon completion of the service and may be made by cash, bank transfer, card payment, or another approved method. We may also request a deposit in advance to secure the appointment, particularly for larger jobs, peak periods, or work requiring dedicated materials. Deposits are generally non-refundable except where we cancel the booking or where refunding the deposit is required by law.
Late payment may result in additional reasonable costs, including administrative charges and debt recovery expenses, to the extent permitted by law. If the customer is a business, we may also charge statutory interest on overdue sums in accordance with applicable legislation. Ownership of any goods supplied as part of the service, where relevant, remains with us until full payment has been received. Failure to pay may result in suspension of future services and recovery action where necessary.
We accept that cleaning results can vary depending on fibre type, age of soiling, prior maintenance, environmental conditions, and the construction of the item or surface being cleaned. For that reason, any description of expected outcomes should be treated as an estimate rather than a guarantee. Although we use professional methods and reasonable skill and care, we do not promise complete removal of every stain, odour, mark, or defect, especially where damage is permanent, pre-existing, or outside the normal scope of cleaning.
The customer is responsible for preparing the premises before the appointment. This includes removing fragile items, small personal belongings, valuables, and any obstacles that may prevent access to the areas being cleaned. Where furniture moving is requested, we may assist only within reasonable limits and only where it is safe to do so. We are not responsible for damage caused by moving items that are unstable, poorly assembled, excessively heavy, or already weakened unless the damage results directly from our negligence.
If the service cannot be completed because access was not provided, the customer was absent, the area was not ready, or essential information was withheld, we may charge a call-out fee or retain the deposit to cover wasted attendance and administration. Where work is postponed at the customer’s request, we will attempt to rearrange the booking subject to availability. Any quotation may be reviewed if the revised appointment date falls outside the original pricing period or if the condition of the property has changed materially in the meantime.
Customers must notify us in advance of any special requirements, including sensitive materials, recent dye transfer, water damage, medical considerations, restricted access, or the presence of electrical equipment in the work area. We will use reasonable care, but we may decline to clean an item where the risk of damage is too high or where the cleaning method would be inappropriate. In some cases, we may recommend that the customer seek advice from a manufacturer, restorer, insurer, or other specialist before proceeding.
Subject to the remainder of these terms, we are responsible for loss or damage caused by our proven negligence, but only to the extent reasonably foreseeable at the time of the booking. We are not responsible for indirect or consequential loss, including loss of profits, business interruption, inconvenience, emotional distress, or loss of anticipated savings. 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 a claim is made for damage to carpets, rugs, upholstery, floors, walls, furniture, or fittings, the customer must notify us as soon as reasonably practicable and in any event within a reasonable period after completion of the service. The customer should retain the item in the condition in which the issue arose, so that an inspection can be made if necessary. Any claim may be reduced or rejected where the customer failed to provide accurate information, failed to protect fragile items, or allowed third parties to interfere with the cleaned area after completion.
Our team may use water, detergents, stain treatments, extraction equipment, and other cleaning materials suitable for the job. The customer accepts that some process marks, drying variations, or temporary odours may occur after cleaning and are not necessarily signs of defective work. Drying times are estimates only and will vary depending on ventilation, humidity, pile type, cleaning method, and room temperature. The customer should avoid replacing furniture or using the cleaned area until it is sufficiently dry, and we accept no responsibility for re-soiling caused by premature use.
We operate in compliance with applicable waste management and environmental regulations in the United Kingdom. Any waste generated by our own operations, such as spent filters, empty product containers, or residue collected during cleaning, will be handled, stored, transported, and disposed of in a lawful and responsible manner. We do not knowingly discharge waste, chemicals, or contaminated water in a way that would breach environmental rules, drain regulations, or local disposal requirements.
The customer must not instruct us to dispose of prohibited or hazardous materials unless this has been expressly agreed in advance and can be lawfully carried out. Where waste arises from the property itself, such as contaminated textiles, mould-affected material, or heavily soiled items requiring special handling, the customer is responsible for providing accurate information about the nature of the waste. Additional charges may apply where lawful collection, segregation, packaging, or specialist disposal is required. We may refuse to handle waste that we reasonably believe to be unsafe, illegal, or outside the scope of the booked service.
Any items removed from the premises for disposal or cleaning remain the responsibility of the customer unless we have expressly agreed in writing to transport them. If we assist with bagging or moving waste, that assistance is provided as a convenience only and does not transfer ownership or legal responsibility. The customer warrants that any item handed over for cleaning or disposal does not contain concealed hazardous substances, prohibited goods, or materials subject to special licensing requirements.
Complaints should be raised as soon as reasonably possible after the service so that any issue can be investigated promptly. We may ask for photographs, a description of the concern, and details of any relevant treatment or handling after our visit. Where a complaint is upheld, our preferred remedy will usually be a re-clean, repair, or partial refund, depending on the circumstances and what is reasonable in the circumstances. Any remedy offered will not exceed the amount paid for the affected service unless required by law.
We may suspend, cancel, or terminate a booking if the customer behaves abusively, threatens staff, refuses to follow reasonable safety instructions, or creates a hostile working environment. In such cases, the customer may remain liable for costs already incurred, including travel, labour time, and materials used. We also reserve the right to withdraw from the property if the actual conditions differ significantly from those disclosed or if continuing would place staff, the customer, or others at risk.
Nothing in these terms affects your statutory rights as a consumer. If you are purchasing services as a consumer, you are entitled to the protections given by applicable UK consumer legislation, including rights relating to reasonable care and skill, services carried out within a reasonable time, and price fairness where applicable. If any clause in these terms is found to be invalid or unenforceable, the remaining clauses will continue in full force, and the invalid clause will be interpreted as far as possible to reflect the original commercial intention.
We may update these Terms and Conditions from time to time to reflect changes in our operations, pricing structure, legal obligations, or the way services are delivered. The version in force at the time of booking will normally apply to that booking unless a change is required by law or expressly agreed by both parties. Customers should review the terms each time they make a new booking, especially where the service request includes additional work or a different property type.
Governing law and jurisdiction: these Terms and Conditions, and any dispute or claim arising from them or in connection with them, shall be governed by and construed in accordance with the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction over any dispute arising from or related to the service, except where consumer law provides otherwise.
By confirming a booking, the customer acknowledges that they have read, understood, and agreed to these Terms and Conditions.
