Barnes Cray Carpet Cleaners Terms and Conditions
These Terms and Conditions apply to all services provided by Barnes Cray Carpet Cleaners, including residential and commercial carpet cleaning, stain treatment, deodorising, and related upholstery or fibre-cleaning services where separately agreed. By making a booking, you agree to be bound by the terms set out below. These conditions are designed to explain how our service is arranged, how payments are handled, what happens if a booking is changed or cancelled, and the limits of our responsibility. If any part of these terms is not clear, the customer should review them carefully before confirming a booking.
In these Terms and Conditions, references to “we”, “us”, and “our” mean Barnes Cray Carpet Cleaners, and references to “you” or “the customer” mean the individual or business requesting the service. These terms apply whether the appointment is made by telephone, email, online enquiry, messaging platform, or any other accepted booking method. The terms are intended to support a fair and professional service relationship and should be read alongside any written quotation, estimate, or job confirmation that we issue.
We reserve the right to update or amend these terms from time to time. The version in force at the time of booking will normally apply to that booking, unless a change is required by law or is expressly agreed in writing. Continued use of our carpet cleaning services after any update will be treated as acceptance of the revised terms. Nothing in these terms affects your statutory rights as a consumer where those rights apply.
1. Booking Process
All bookings are subject to availability and are only confirmed once we have accepted the request. A booking enquiry does not create a guaranteed appointment. We may provide an initial estimate or a provisional slot based on the information supplied by the customer, but the final scope of work may change after inspection of the carpets, the property, access conditions, soil level, fibre type, or any special treatments required. For this reason, the final price may differ from any preliminary indication if the facts given at the time of booking are incomplete or inaccurate.
When making a booking for Barnes Cray carpet cleaning services, the customer must provide accurate information, including the number and approximate size of rooms or items, floor type, presence of delicate fibres, prior cleaning history, visible stains, and any known hazards or access restrictions. If we arrive and discover material differences between the booked job and the actual condition of the property, we may revise the quotation, amend the service scope, or decline to proceed where it is unsafe or impractical to do so.
We will aim to attend at the agreed time, but time slots are estimates only unless we expressly state otherwise. Delays may occur because of traffic, previous job overruns, equipment issues, weather, or circumstances beyond our reasonable control. Where possible, we will notify the customer of a delay and offer a revised arrival window. The customer must ensure that reasonable access is available at the property on the day of the appointment, including permission to enter communal areas, parking access where needed, and a suitable working environment for the cleaning equipment.
2. Preparation and Customer Responsibilities
Before our arrival, the customer should remove fragile items, valuables, small furniture if agreed, and any objects that could obstruct cleaning. Unless expressly included in the service, we do not move heavy furniture, electrical appliances, fixed fittings, or items that may be unsafe to lift. The customer is responsible for protecting vulnerable possessions and informing us about hidden risks such as loose flooring, damaged carpet backing, weak stitching, underfloor heating, or previous repair work. 
Where suitable preparation has not been completed, we may carry out the work only to the extent that it is safe and reasonable.
The customer must ensure that the area to be cleaned is reasonably accessible, with adequate water supply, electricity, and ventilation where required. If we are unable to carry out the service because access is restricted, utilities are unavailable, or the property conditions are unsuitable, this may be treated as a late cancellation or unsuccessful attendance, and a fee may apply. We are not responsible for delays caused by the customer’s failure to prepare the premises in a reasonable way.
If children, pets, elderly occupants, or vulnerable persons are present, the customer must take appropriate care to keep them away from cleaning equipment, damp flooring, detergents, and hoses. Drying times can vary depending on carpet construction, temperature, airflow, humidity, and the level of soiling. The customer should not allow regular foot traffic onto treated areas until it is safe to do so. Any specific aftercare advice that we provide should be followed to reduce the risk of re-soiling, damage, or slip hazards.
3. Payments and Charges
All prices are quoted in pounds sterling unless otherwise stated. Quotes may be based on room count, item count, size, condition, or a combination of these factors. Unless a fixed price has been expressly agreed in writing, estimates are subject to review once we inspect the property and assess the actual cleaning requirements. Additional charges may apply for heavy staining, pet odours, excessive contamination, emergency callouts, difficult access, parking costs where unavoidable, or extra services requested on site.
Payment terms will be confirmed at the time of booking or upon issue of the invoice. Payment is normally due immediately on completion unless an alternative arrangement has been agreed in advance and confirmed in writing. We may accept card payment, bank transfer, cash, or other approved methods, but we are not obliged to accept every method in every circumstance. Any payment processing fees, bank charges, or foreign transaction costs are the customer’s responsibility unless we say otherwise. Carpet cleaning services in Barnes Cray may also require a deposit for larger jobs or repeat appointments, and such deposit terms will be explained before confirmation.
Where a deposit is taken, it secures the booking and may be non-refundable in the event of cancellation within the relevant notice period or where we have already incurred costs. If an invoice remains unpaid after the due date, we may charge statutory interest and compensation where permitted by law, and we may also recover reasonable debt recovery costs. We reserve the right to suspend further services, refuse future bookings, or withhold any optional follow-up work until outstanding balances are cleared in full.
4. Cancellations, Rescheduling, and Missed Appointments
You may cancel or reschedule a booking by giving us reasonable notice. The exact notice period may vary depending on the size and nature of the job, but cancellations made with short notice may result in a charge to cover reserved time, travel, or equipment preparation. If we have arranged a specific appointment and the customer is not present, cannot provide access, or fails to answer on arrival, this may be treated as a missed appointment and charged accordingly.
If you need to change the scope of work, date, or time, we will do our best to accommodate the request, subject to availability. However, we are not obliged to offer an alternative slot if the original booking has already been allocated resources. If a cancellation is made because the customer has not provided accurate details, or because the property is not ready for service, we may still charge a proportion of the agreed fee. Any refund due will be processed using the original payment method where reasonably possible.
We may cancel or postpone a booking if we believe there is a safety risk, if the property is unsuitable for cleaning, if access is denied, if severe weather or other disruption makes attendance impractical, or if we are prevented from performing the service by events beyond our control. In such cases, we will seek to rearrange the appointment rather than cancel permanently, but we are not liable for any indirect losses arising from a change of date or time.
5. Service Standards and Liability
We will use reasonable skill and care in delivering our services and will apply methods and products that we consider appropriate for the fabric and condition of the items being cleaned. However, carpet cleaning can involve inherent risks because fibres, dyes, adhesives, and previous treatments may react differently to moisture, heat, agitation, or chemicals. Some stains may be permanent or may lighten only partially. We do not guarantee complete removal of all stains, odours, spots, marks, or wear patterns. Results can vary from one area to another, even within the same room.
Our liability is limited to direct loss or damage caused by our proven negligence, subject to any mandatory legal limits. We are not responsible for pre-existing damage, hidden defects, weak seams, colour loss caused by unstable dyes, shrinkage linked to prior wear, or failure due to poor carpet condition. 
We do not accept responsibility for valuables, unsecured items, or personal property left in the working area unless we have expressly agreed to handle those items. The customer should raise any special concerns before cleaning begins, particularly where a carpet has a history of repairs, fading, watermarking, or prior chemical treatment.
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 lawfully be excluded under UK law. To the extent permitted by law, we will not be liable for loss of profit, loss of business, loss of opportunity, loss of goodwill, or any indirect or consequential loss. If damage is alleged, the customer must allow us a reasonable opportunity to inspect the issue and, where appropriate, to attempt a remedy before any third-party repair is arranged.
6. Waste Regulations, Environmental Handling, and Disposal
We aim to operate in a manner consistent with applicable UK environmental and waste-handling rules. This includes the lawful disposal of waste generated by our service, such as used cleaning solution residues, contaminated water where collected, and disposable materials that cannot be reused. The customer acknowledges that cleaning work may generate wastewater, removed debris, or soiled consumables that must be managed responsibly. We may choose the disposal method we consider appropriate, provided it is lawful and proportionate to the job.
Where any removed material may be classified as controlled, hazardous, or special waste, we will handle it in accordance with applicable regulations and may refuse to remove items that are unsafe, illegal, or outside the scope of our standard service. The customer must not ask us to dispose of materials that require specialist licensing unless we have expressly agreed and are legally permitted to do so. If the property contains substances that pose environmental or health risks, such as biological contamination, chemical spills, or animal waste beyond normal domestic levels, we may decline the job or require specialist assessment.
We expect customers to disclose any environmental hazards before work begins. If undisclosed waste, contamination, or prohibited materials are discovered during the appointment, we may pause the service, change the cleaning method, or end the visit without completing the work. Any extra cost arising from safe disposal, protective measures, or specialist equipment may be added to the invoice where lawful. Customers must also comply with any local or statutory obligations relating to waste storage, access, and disposal that apply to their property.
7. Complaints, Disputes, and Remedy
If you believe that our service has not been delivered as agreed, you should notify us within a reasonable time after completion and provide details of the issue. We may ask for photographs, a description of the concern, and an opportunity to inspect the relevant area. If a problem is found to have resulted from our workmanship and can reasonably be corrected, we may offer a re-clean, partial refund, or other appropriate remedy at our discretion and in line with your legal rights.
Complaints will be considered fairly and in good faith. However, dissatisfaction with the appearance of a carpet due to age, wear, permanent marking, pile distortion, or prior damage does not automatically mean that our service has failed. The fact that some stains remain after treatment will not, on its own, amount to a breach of contract where those stains were identified as difficult, set-in, or potentially irreversible. Customers are encouraged to raise concerns promptly so that any issues can be reviewed while the relevant job details remain available.
If a dispute cannot be resolved directly, the parties should try to settle the matter through negotiation before starting formal proceedings. Nothing in these terms prevents either party from seeking advice from a consumer body, insurer, solicitor, or court where appropriate. 
Any legal claim must be brought within the time limits permitted by law.
8. Governing Law
These Terms and Conditions, and any dispute or claim arising out of or in connection with them, are governed by the laws of England and Wales. The parties agree that the courts of England and Wales shall have exclusive jurisdiction, except where consumer law gives a customer the right to bring proceedings in another UK jurisdiction. If any provision of these terms is found to be invalid or unenforceable, the remaining provisions will continue in full force and effect.
These terms form the basis of our agreement for Barnes Cray carpet cleaning and related services. By proceeding with a booking, you confirm that you have read, understood, and accepted them. We recommend that you keep a copy for your records. The headings are provided for convenience only and do not affect interpretation.
