Finchley Carpet Cleaners Service Terms and Conditions
These Terms and Conditions set out the basis on which Finchley Carpet Cleaners provides domestic and commercial cleaning services. By making a booking, confirming an appointment, or allowing our technicians to commence work, you agree to these terms. Please read them carefully before placing an order for any carpet cleaning service, upholstery treatment, stain removal, odour treatment, or related cleaning work. These terms are designed to protect both the customer and the company by setting clear expectations around service scope, payments, cancellations, liability, and legal compliance.
In these terms, references to “we”, “us” and “our” mean Finchley Carpet Cleaners, and references to “you” and “your” mean the customer or person requesting the service. These conditions apply to all cleaning appointments unless we agree otherwise in writing. Where a separate written quotation or service confirmation is issued, it may supplement these terms, but it will not override them unless expressly stated. If any inconsistency arises, the written quotation or order confirmation shall prevail only for the specific matter it addresses.
We reserve the right to amend these terms from time to time. Any updated version will apply to future bookings and, where legally permitted, to existing bookings with reasonable notice. Your continued use of our carpet cleaning services after a change takes effect constitutes acceptance of the revised terms. Nothing in these terms affects your statutory rights as a consumer, and nothing in these terms excludes liability that cannot legally be excluded under UK law.
1. Booking Process
Bookings may be made by phone, email, online enquiry, or any other method we make available from time to time. A booking is only confirmed once we have accepted the request and provided a date, time window, and service description. Until confirmation is issued, no binding service agreement exists. We may request additional information at the point of booking, including the type of carpet, approximate room sizes, access details, known stains, previous treatments, or any special cleaning considerations.
When you request a carpet cleaning appointment, you must ensure that the information you provide is accurate and complete. The price quoted, whether fixed or estimated, will be based on the details supplied by you and on a reasonable assumption that the items to be cleaned are accessible and in a condition suitable for the agreed treatment. If, on arrival, the actual work differs materially from the information provided, we may revise the price, adjust the scope of work, or, if necessary, decline to proceed.
We may offer provisional time slots, and all times are approximate unless expressly guaranteed in writing. Delays may occur because of traffic, weather, access issues, or the completion of an earlier appointment. We will make reasonable efforts to notify you if we are likely to arrive outside the expected window. A booking may require a deposit or advance payment, which will be explained before confirmation if applicable.
2. Service Scope and Customer Responsibilities
Our services generally include cleaning carpets, rugs, upholstery, and related soft furnishings using methods suitable for the material and condition of the item. We may use hot water extraction, low-moisture systems, stain pre-treatment, deodorising agents, or other professional techniques selected by our operatives. The exact method used will depend on the fabric type, contamination level, drying requirements, and any specific instructions agreed in advance. We do not guarantee the removal of every stain, mark, odour, or visible sign of wear.
You are responsible for ensuring that the work area is reasonably prepared before our arrival. This includes removing fragile items, valuables, personal belongings, and breakables from the cleaning area; ensuring that electricity and water access are available where required; and advising us of any known hazards. If furniture must be moved, you should tell us in advance. We may decline to move heavy, fixed, unstable, or high-risk items, and we will not be responsible for damage arising from furniture that is unsafe to relocate.
You must inform us of any allergies, sensitivities, pet concerns, health issues, or property conditions that could affect the service. If the premises contain concealed damage, weak flooring, water-sensitive underlay, pre-existing wear, colour loss, loose fittings, or evidence of previous chemical treatment, we may proceed only at your risk after warning you of the potential consequences. We also require safe access to the property; if access is obstructed or unsuitable, this may result in delay or cancellation charges.
3. Pricing and Payments
Prices may be displayed as fixed fees, room-based rates, item-based rates, or estimates. Where we provide an estimate, the final charge may change if the work required differs from what was originally described. Any additional charges will be explained where practicable before the work continues. Examples of possible extra costs include heavily soiled areas, additional treatment for stubborn stains, parking restrictions, waiting time caused by delayed access, or work outside normal hours if agreed.
Payment is due in the manner and by the time agreed at booking or on the invoice. We may accept bank transfer, card payment, cash, or other methods permitted by us. Unless otherwise stated, payment must be made on completion of the service or immediately upon receipt of an invoice. Where a deposit has been taken, it may be non-refundable or partially refundable depending on the cancellation circumstances set out below. We may suspend future bookings if any invoice remains unpaid.
If you fail to pay any amount due, we may recover the debt through lawful means and may charge reasonable costs incurred in the collection of overdue sums, where permitted by law. Any discounts, promotional offers, or package pricing will apply only if the relevant conditions are met. Offers cannot usually be exchanged for cash and may be withdrawn or amended at our discretion before booking confirmation. Quotations are usually valid for a limited period, after which we may revise them.
4. Cancellations, Rescheduling, and Missed Appointments
You may cancel or reschedule your Finchley carpet cleaning appointment by giving us reasonable notice. Where a booking is cancelled within the notice period specified at the time of booking, no cancellation fee may apply. If you cancel late, refuse access, fail to provide the agreed conditions for work, or are not present when required, we may charge a cancellation or wasted visit fee to cover our time, travel, and any preparation costs. The amount of any such fee will be proportionate and reasonable.
We may also need to reschedule or cancel an appointment due to illness, equipment failure, safety concerns, severe weather, or other events beyond our reasonable control. In those circumstances, we will use reasonable efforts to offer an alternative appointment. We will not be liable for losses arising from a change in appointment time, except where the law requires otherwise. If a deposit has been paid and we cancel without offering a suitable alternative, the refund treatment will depend on the circumstances and applicable law.
If our team arrives and cannot access the property, cannot safely carry out the work, or finds that the premises are unsuitable for the agreed service, the visit may be treated as a missed appointment. This includes situations where keys are unavailable, parking or entry restrictions were not disclosed, or the required area has not been made ready. In such cases, we may charge a call-out or wasted journey fee where permitted and where the circumstances were within your control.
5. Liability and Limitations
We will exercise reasonable care and skill in performing our services. If we cause direct damage through proven negligence, we may, at our option, repair, replace, re-clean, or compensate for the damage up to the limits permitted by law. However, our liability is limited to foreseeable loss arising directly from our breach of contract or negligence. We do not accept responsibility for indirect, special, or consequential losses, including loss of profit, loss of business, or loss of opportunity, to the extent allowed by law.
We are not liable for pre-existing faults, hidden damage, wear and tear, shrinkage, colour fading, weak seams, delamination, faulty installation, or deterioration caused by prior treatments, poor maintenance, moisture, or unsuitable materials. Certain stains may become permanently set during cleaning because of their age, composition, or previous attempts at removal. Some fibres and dyes react unpredictably to cleaning solutions or water. By instructing us to proceed, you accept that results can vary according to material condition and contamination history.
Nothing in these service terms limits or excludes liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot lawfully be limited under English law. Where you are acting as a consumer, your statutory rights are preserved. Where you are acting in a business capacity, all warranties and conditions implied by law are excluded to the fullest extent permitted, except those which cannot be excluded by statute.
6. Waste Regulations and Environmental Compliance
We aim to handle waste and cleaning residues responsibly and in accordance with applicable UK waste regulations. Any waste generated during the service, such as used disposable materials, removed debris, or contaminated packaging, will be managed in a lawful and appropriate manner. We may remove limited service-related waste only where it has been agreed in advance and where such removal is consistent with our operational procedures and legal obligations.
You remain responsible for the lawful disposal of household waste, bulky items, or materials not expressly included in our cleaning service. If we agree to remove waste from the property, you must tell us in advance what type of waste it is and whether it contains sharp, hazardous, biological, or restricted materials. We will not handle regulated waste, asbestos, medical waste, chemicals, or other dangerous substances unless specifically agreed and lawfully permitted. If prohibited waste is discovered, we may stop work immediately.
We may use cleaning solutions and processes that produce wastewater or require controlled disposal. You agree not to request, and we will not perform, any action that would breach environmental law, waste duty of care rules, or local disposal obligations. Where equipment or materials are removed from site, we may retain them, recycle them, or dispose of them in accordance with our internal procedures and legal requirements. We will take reasonable steps to minimise environmental impact wherever practical.
7. Complaints, Re-cleans, and Service Issues
If you are dissatisfied with the service, you must notify us within a reasonable time after completion so that we can assess the issue. You may be asked to provide photographs, a description of the concern, and access for inspection if necessary. Where we consider it appropriate, we may offer a re-clean or another remedial step instead of a monetary refund. Any re-clean is limited to the original service area and to the issue reported.
A complaint will not be valid where the issue arises from normal drying, expected residual marking, re-soiling after completion, or factors outside our control. For example, carpets may appear patchy while drying, and some odours may diminish gradually rather than instantly. We do not guarantee that all odours, shading, or traffic lane marks will disappear entirely. If a problem is caused by inaccurate information supplied by you, unsafe conditions, or refusal to follow aftercare advice, we may decline liability.
8. Governing Law and General Provisions
These terms are governed by and shall be construed in accordance with the laws of England and Wales. Any dispute arising in connection with the services, the booking, or these terms shall be subject to the exclusive jurisdiction of the courts of England and Wales, except where consumer law provides otherwise. If any part of these terms is found to be unlawful, invalid, or unenforceable, the remaining provisions shall continue in full force and effect.
No waiver of any breach or default shall be deemed a waiver of any subsequent breach or default. We may assign or subcontract our obligations where reasonably necessary for the performance of the service, provided this does not materially reduce the standard of service promised to you. You may not transfer your rights or obligations under these terms without our prior written consent. These terms, together with any accepted quotation or booking confirmation, form the entire agreement between the parties regarding the service provided.
If you have any questions about the scope of a carpet cleaning booking, the pricing structure, the cancellation rules, or the way we handle liability and waste, those matters should be resolved before the appointment is confirmed. By proceeding with a booking, you acknowledge that you have read, understood, and agreed to these terms and that you are authorised to instruct the service on behalf of the property owner or lawful occupier where relevant.
