Elephantandcastle Carpet Cleaners Terms and Conditions
These Terms and Conditions set out the basis on which Elephantandcastle Carpet Cleaners provides domestic and commercial cleaning services. By making a booking, you agree to be bound by the provisions below. Please read them carefully before confirming any appointment for carpet cleaning, upholstery treatment, rug care, stain removal, or any related specialist cleaning service. These terms are designed to create clarity around the service we provide, the expectations on both sides, and the practical steps needed to complete each job properly.
For the purposes of these terms, references to we, us, and our mean Elephantandcastle Carpet Cleaners, and references to you or the customer mean the person, business, landlord, tenant, or representative placing the booking. If you book on behalf of another person, you confirm that you have authority to agree to these terms on their behalf and that they will comply with them. These terms apply to all services unless we agree otherwise in writing.
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 a later version is expressly accepted by both parties. Any changes will not affect services already confirmed, except where required by law or where a change is necessary for safety, legal compliance, or the proper performance of the service.
Booking Process
All bookings are subject to availability and are only confirmed once we have accepted the request. A booking may be made by telephone, email, online form, or other approved method. During the booking process, you must provide accurate and complete information, including the property address, access arrangements, room count, approximate floor area, item list, the condition of the surfaces, and any known issues such as heavy staining, water damage, pet contamination, or delicate materials. The accuracy of the information supplied is important because it affects pricing, equipment selection, appointment length, and whether the service is suitable.
We may ask additional questions before confirming a carpet cleaning service or related work. This can include whether furniture must be moved, whether parking is available, whether stairs or lift access are involved, and whether water and electricity can be used on site. If special equipment, extra labour, or additional time is required, we will explain any change to the estimated price before the appointment is confirmed. A quotation is based on the information available at the time and may be revised if the actual condition differs materially from what was described.
Where a booking is made for a specific time, we will aim to arrive within the agreed appointment window. However, times are estimates and may be affected by traffic, prior job overruns, weather, access restrictions, or circumstances beyond our control. If a delay is likely, we will make reasonable efforts to notify you. It is your responsibility to ensure someone is available to grant access and approve the work if required. If access is not provided, the appointment may be treated as a late cancellation or failed visit.
Scope of Service and Customer Responsibilities
Our services are intended to clean and restore textile and related surfaces to the best practical condition, but we do not guarantee the removal of every stain, odour, mark, or sign of wear. Some stains may be permanent, may respond only partially to treatment, or may reappear after drying due to wicking from the underlay or backing. Likewise, older fibres, faded dyes, manufacturer defects, or previous damage may limit the final result. We will use reasonable skill and care, but cleaning outcomes vary by material and condition.
You are responsible for advising us of any specific concerns before the work begins, including fragile fibres, loose seams, colour sensitivity, underfloor heating, recent dyeing, moth damage, shrinkage risks, or recent chemical treatments. You must also ensure that the area can be made ready for service, including the removal of breakables, personal items, small valuables, and any items you do not want moved. Unless otherwise agreed, we are not obliged to move heavy furniture, disconnect appliances, lift fixed fittings, or handle items that pose a risk to persons, property, or the equipment used for the job.
Where we reasonably consider that the service would create a risk of damage, unsatisfactory results, or safety issues, we may refuse to proceed, restrict the scope of the work, or recommend an alternative approach. This may apply to surfaces that are excessively worn, badly contaminated, structurally unstable, or unsuitable for wet cleaning. In such cases, any wasted attendance time or special preparation work may still be chargeable if the issue was not disclosed in advance.
Payments and Charges
Prices are usually quoted on the basis of the information supplied during booking and may be calculated by room, area, item, level of soil, or a fixed service fee. Any estimate provided before inspection is not a binding final price if the actual work differs from what was described. If additional tasks are requested on site, or if unexpected conditions require more labour, materials, or time, we may adjust the charge accordingly. Any material increase will be explained before extra work is undertaken where reasonably practicable.
Unless stated otherwise, payment is due on completion of the service on the same day. We may accept bank transfer, card payment, cash, or another agreed method. We are not required to release invoices, receipts, or completion confirmations until any outstanding balance has been settled. If a deposit is requested at the time of booking, that deposit may be non-refundable except where the cancellation is caused by our breach or by a failure on our part to attend as agreed.
Late payment, failed payments, or unpaid invoices may result in reasonable administration charges and recovery action. If a payment method is declined or reversed, you remain responsible for the full amount due. Any dispute about invoiced sums must be raised promptly and with reasonable detail. An invoice does not prevent us from correcting obvious clerical errors, pricing errors, or omissions discovered after issue.
Cancellations, Rescheduling, and Missed Appointments
You may cancel or reschedule a booking by giving reasonable notice. The amount of notice required may depend on the type of service, the size of the job, and whether materials, staff, or specialist equipment have been allocated. Where sufficient notice is not provided, we may charge a cancellation fee to reflect lost time, committed resources, and administrative costs. If a deposit has been taken, we may retain all or part of it where permitted and where the cancellation is late or unjustified.
If we arrive at the property and are unable to gain access, cannot safely carry out the work, or are prevented from proceeding because preparation is incomplete, this may be treated as a failed appointment. Examples include no one present where attendance is required, the wrong address being provided, parking not being available where necessary, utilities not being accessible, or the area being substantially different from the description given. In such cases, a call-out fee or full booking fee may apply, depending on the circumstances.
We may also need to cancel or reschedule an appointment due to staff illness, vehicle breakdown, equipment failure, unsafe weather, access problems, or any event outside our reasonable control. If this happens, we will use reasonable efforts to rebook at the earliest suitable time. Our liability in those circumstances is limited to the amount you have paid for the affected service, except where the law requires otherwise.
Liability and Limitations
We will perform services with reasonable care and skill. If damage is caused directly by our negligence, our liability will, subject to law, be limited to the reasonable cost of repair or replacement of the affected item, taking into account age, condition, and depreciation. We are not responsible for pre-existing damage, hidden defects, poor-quality installation, wear and tear, shrinkage, colour loss, or deterioration caused by the inherent characteristics of the material being cleaned.
We are not liable for indirect or consequential losses, including loss of profit, loss of opportunity, inconvenience, alternative accommodation costs, or any loss arising from delayed drying where the customer has been advised to allow sufficient ventilation and drying time. Nothing in these terms excludes liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot legally be excluded under UK law.
You should notify us promptly of any concern about damage or an unsatisfactory outcome. Where a valid complaint is made, we may inspect the item or revisit the property to assess the issue and, where appropriate, repeat the service or offer a fair remedy. Any attempt by the customer or a third party to alter, re-clean, chemically treat, or repair the work before inspection may affect our ability to verify the issue and may limit any remedy available.
Waste Regulations, Disposal, and Environmental Handling
In carrying out cleaning services, we may generate waste such as used cloths, disposable materials, extracted residue, soiled packaging, or wastewater from equipment. We will handle waste in accordance with applicable UK waste and environmental requirements and in a manner that is reasonably safe and lawful. Where specialist disposal is required because of contamination, excessive soiling, or regulated substances, additional charges may apply and you may need to give specific approval before the work continues.
You agree not to ask us to remove, transport, or dispose of items that are prohibited, hazardous, illegally dumped, or otherwise unsuitable for ordinary cleaning waste handling unless this has been expressly agreed in advance and lawfully arranged. If we discover contaminated material, biological matter, sharps, chemical residues, mould infestation, or other hazardous waste, we may stop work immediately and seek further instructions. Any delay, added labour, protective equipment, or specialist disposal costs may be charged separately.
Where waste is removed from the property as part of the service, ownership of that waste transfers to us only to the extent necessary for lawful handling, transport, and disposal. You remain responsible for disclosing any risks associated with the waste or affected materials. If you fail to disclose such risks and our staff incur additional disposal, sanitisation, or protective measures as a result, you may be charged for those reasonable costs.
Access, Safety, and Property Conditions
You must provide a safe working environment. This includes clear access to the area being cleaned, adequate lighting, safe flooring, and a reasonable temperature and ventilation level. If pets, children, or vulnerable persons are present, you must ensure they are supervised and kept away from equipment, cleaning agents, and wet surfaces. We may pause or stop work if conditions are unsafe, if there is a risk to our personnel, or if the property presents a hazard that was not disclosed at the time of booking.
We may use water, electricity, detergents, stain removers, and specialist machines as part of the service. You are responsible for advising us of any relevant restrictions on utilities, building alarms, shared access, or building management rules. Where possible, you should isolate or safeguard personal electronics, delicate decor, and items sensitive to moisture or noise. We will not be responsible for interference caused by normal service operations where appropriate warnings have been given.
If the service involves moving furniture or handling items on your behalf, you accept the associated risk unless the damage is caused by our negligence. We may refuse to move items that are excessively heavy, unstable, valuable, or likely to cause injury or property damage. The customer remains responsible for arranging insurance cover for high-value items, and for ensuring that any fragile or irreplaceable belongings are removed or protected before cleaning starts.
Complaints and Remedies
If you are dissatisfied with any aspect of the service, you should notify us as soon as reasonably possible and no later than a reasonable period after completion. Please provide enough detail for us to understand the issue, including the affected area, the date of service, and any relevant photographs where appropriate. We will review the matter fairly and may offer a reinspection, a partial refund, a repeat treatment, or another reasonable remedy depending on the facts.
We are not obliged to provide a remedy where the issue arises from inaccurate information, normal drying changes, pre-existing damage, unsuitable materials, or actions taken by you or others after completion. Any remedy offered will be a fair and proportionate resolution and will not exceed the value of the service affected unless required by law. Nothing in this section affects your statutory rights.
Data, Records, and Communication
We may keep records relating to your booking, service history, invoices, job notes, and communications for administrative, legal, insurance, and operational purposes. By making a booking, you consent to being contacted about that booking and any related service matters using the details you provided. We will handle personal data in accordance with applicable UK data protection requirements and our internal privacy practices.
Any notice or communication under these terms may be given by email, text, telephone, or other reasonable method using the contact details supplied at the time of booking. It is your responsibility to keep those details accurate and up to date. If you do not receive a communication because your details were incorrect or out of date, we will not be responsible for any resulting delay or missed appointment.
Governing Law and Jurisdiction
These Terms and Conditions are governed by the laws of England and Wales. Any dispute arising out of or in connection with these terms, the booking, or the service shall be subject to the exclusive jurisdiction of the courts of England and Wales, unless mandatory law provides otherwise.
If any part of these terms is found to be invalid or unenforceable, the remaining provisions will continue in full force and effect. A failure or delay by us in enforcing any right under these terms does not waive that right. These terms represent the agreement between the parties in relation to the service and supersede any prior discussions, statements, or understandings, whether oral or written, relating to the same subject matter.
The customer confirms that they have read, understood, and agreed to these terms before the commencement of any carpet cleaning London service or other cleaning appointment arranged by Elephantandcastle Carpet Cleaners. By proceeding with a booking, you acknowledge that these terms are intended to be fair, clear, and legally compliant, and to support a professional cleaning service delivered with reasonable care and transparency.
