Whetstone Carpet Cleaners Terms and Conditions

These Terms and Conditions set out the basis on which Whetstone Carpet Cleaners provides domestic and commercial carpet cleaning services, together with related upholstery, rug, and fabric care where agreed in advance. By making a booking, the customer agrees to these terms, which are intended to create a clear and fair framework for both parties. They explain the booking process, payment expectations, cancellation rules, liability limits, waste handling requirements, and the law that applies to our services. For the avoidance of doubt, these terms apply to all carpet cleaning services in Whetstone supplied by us unless we agree otherwise in writing.

In these Terms and Conditions, “we”, “us”, and “our” refer to Whetstone Carpet Cleaners, and “you” or “the customer” refer to the person, company, or organisation placing the booking or receiving the service. References to “services” include any cleaning work, inspection, stain treatment, protective treatment, deodorising, spot treatment, or similar work agreed between us. These terms are designed to be reasonable and practical, but they do not affect your statutory rights as a consumer where such rights apply under UK law.

We may update these Terms and Conditions from time to time. The version that applies to a booking will normally be the version in force at the time the booking is confirmed. If any clause is found to be unenforceable by a court or other competent authority, the remaining clauses will continue in full force. Headings are included for convenience only and do not affect interpretation.

1. Booking Process

Making a Booking

Bookings may be made by telephone, email, online enquiry form, or any other method we make available. A booking is not confirmed until we have accepted it and, where required, received any requested deposit or advance payment. We may ask for details such as the type of flooring or fabric, room sizes, access arrangements, parking considerations, and any known stains, odours, water damage, or special requirements. Accurate information is important because it helps us allocate enough time, choose suitable cleaning methods, and provide a realistic price estimate for Whetstone carpet cleaning services.

All times given are estimates unless we expressly state otherwise. Arrival windows may be affected by traffic, weather, previous jobs overrunning, or access issues at the property. We will use reasonable efforts to arrive within the agreed window, but we do not guarantee exact arrival times. If you need a service completed by a specific deadline, you must tell us before booking so we can confirm whether the deadline can be met. Any quotation given before inspection is based on the information you provide and may be adjusted if the actual condition, size, or scope of work differs materially from that description.

It is your responsibility to ensure that the premises are ready for cleaning at the agreed time. This includes providing safe access, ensuring that water and electricity supplies are available if needed, and moving fragile or valuable items unless we have agreed to do so. We may refuse to begin or continue work if the site is unsafe, unsanitary, overcrowded, or inaccessible. In such cases, a call-out charge, cancellation fee, or wasted appointment charge may apply, depending on the circumstances.

2. Prices and Payments

Our charges may be fixed-price, estimated, or calculated on the basis of time, area, item type, level of soiling, treatment required, and any additional materials used. Unless otherwise agreed, prices are quoted exclusive of any additional work that becomes necessary after inspection. If we discover issues not reasonably visible before arrival, such as severe staining, embedded debris, pet contamination, hidden damage, or access complications, we may revise the price before proceeding. Where a revised price is proposed, you may choose to accept the change or cancel the relevant part of the service, subject to any charges already incurred.

Payment terms will be confirmed at the time of booking or before work starts. We may require payment in advance, a deposit, payment on completion, or payment within a specified period for commercial accounts. Acceptable payment methods may include bank transfer, card payment, cash, or other methods we approve. If an invoice is issued, it must be paid by the due date stated on the invoice. Late payment may result in reasonable recovery action, and we reserve the right to charge statutory interest and compensation where permitted under the Late Payment of Commercial Debts (Interest) Act 1998 for business customers.

If a third party is paying on your behalf, you remain responsible for payment unless we confirm in writing that the third party has accepted liability. Any dispute about charges must be raised promptly and in any event within a reasonable time after the invoice or payment request is received. Undisputed amounts must still be paid on time. We may suspend further work or refuse future services if there are unpaid balances, repeated short-notice cancellations, or a history of non-payment.

3. Cancellations and Amendments

You may cancel or reschedule a booking, but we ask that you give us as much notice as possible. Unless a different cancellation period is agreed in writing, short-notice cancellation charges may apply where we have already reserved time, assigned staff, ordered supplies, or incurred travel costs. If you cancel after we have arrived or are already en route, we may charge the full or partial booking fee, depending on how much work has been prevented. The amount charged will be fair and proportionate to our reasonable losses and out-of-pocket costs.

If you wish to change the scope of work, such as adding extra rooms, treating additional stains, or changing the service date, we will try to accommodate the request, but this depends on availability. Changes may affect the price and the time required. We are not obliged to accept amendments if they are impractical, unsafe, or would materially alter the original booking. For avoidance of doubt, a request for a different service type may be treated as a cancellation of the original job and a new booking.

If we need to cancel or postpone a booking due to illness, equipment failure, transport disruption, adverse weather, staff shortages, safety concerns, or other circumstances beyond our control, we will notify you as soon as reasonably practicable and arrange an alternative date where possible. Our liability for cancellation by us will be limited to refunding any advance payment for work not carried out, except where the law requires otherwise.

4. Customer Obligations

You must tell us about any known pre-existing damage, fragile flooring, loose seams, colour instability, water-sensitive materials, embedded contamination, or previous cleaning products that could react with our process. This is especially important for delicate fibres and specialist finishes. We may refuse certain items or methods if we believe there is a risk of damage. You should remove small breakables, valuables, and personal items from the work area before we arrive unless we agree to move them. We are not responsible for loss or damage to items not reasonably identified as belonging to the service area or not disclosed to us beforehand.

Where furniture needs to be moved, you must tell us in advance if any item is especially heavy, fixed, fragile, antique, or connected to electrical or plumbing systems. We may decline to move such items. If we agree to move furniture, we will do so with reasonable care, but we cannot guarantee that hidden weaknesses, pre-existing defects, or inadequate assembly will not be revealed. Carpet cleaning can sometimes expose issues such as dye transfer, worn backing, or pre-existing staining, and these are not automatically caused by our work.

You should ensure that children, pets, and other occupants are kept away from active work areas while cleaning is taking place and until surfaces are safe and dry. Drying times vary depending on fibre type, room temperature, airflow, humidity, and the extent of the cleaning carried out. We may provide an estimate, but this is not a guarantee. We are not responsible for delays in drying caused by poor ventilation, cold conditions, or items being replaced too early onto damp carpet.

5. Liability and Limitations

We will carry out services with reasonable care and skill, using equipment and products that we consider suitable for the intended purpose. However, cleaning is not an exact science and results may vary. Some stains, odours, marks, wear patterns, and discolouration may be permanent or may only improve rather than disappear. We do not guarantee complete removal of every stain or restoration of materials to a like-new condition. Any statements about expected results are made in good faith based on our experience, but they should not be treated as absolute promises.

Our liability for loss or damage caused by our negligence is limited to the amount you have paid for the specific service giving rise to the claim, except where a higher limit is required by law. 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. We are not liable for indirect or consequential losses, including loss of profit, loss of business, loss of opportunity, or inconvenience, where such exclusion is permitted by law.

We are not responsible for damage arising from pre-existing faults, unsuitable materials, hidden defects, lack of maintenance, or information withheld by the customer. This includes, without limitation, weak carpet fibres, already-loose stitching, old water marks, colour run, delamination, infestation, mould, poor installation, or deterioration caused by age. If a surface is especially delicate or has been treated with unknown products, you accept that some risk of change in appearance may exist even when reasonable care is taken. If you ask us to proceed despite a stated risk, you do so at your own risk to the extent allowed by law.

Any complaint about the service must be reported as soon as reasonably possible after completion and in any event within a reasonable period. We may ask to inspect the area before any remedial action is considered. If a claim is made, you must allow us a fair opportunity to assess the issue, take photographs, and, where appropriate, return to the property to inspect or rectify the work. You must not arrange third-party remedial work without giving us that opportunity unless urgent action is required to prevent further damage.

6. Waste Regulations and Environmental Handling

We aim to operate in a responsible manner and to comply with applicable environmental and waste requirements. Waste generated in the course of our work may include used cleaning materials, extraction residue, disposable cloths, packaging, and small quantities of contaminated water or debris where relevant. We will handle such waste in a manner consistent with applicable UK waste regulations and best practice, including the duty to prevent unlawful disposal and to avoid causing pollution. If specialist disposal is required because of contamination, you may be charged for the additional handling or disposal cost where this is reasonably necessary and disclosed to you.

We may use cleaning agents, stain removers, deodorising products, or protectants that are approved for intended use. You should notify us of allergies, sensitivities, or environmental concerns before the service begins. While we endeavour to select products responsibly, we cannot guarantee that any product is free from all allergens or suitable for every individual sensitivity. We may decline to use a requested product if we believe it is unsuitable, ineffective, or contrary to safe working practices.

Where contaminated materials, bodily fluids, mould-affected items, pest-related waste, or similar hazardous waste is present, additional controls may be required. In such cases we may need to stop work, isolate the area, or refer the matter for specialist handling. You must disclose any such risks in advance. Failure to disclose contamination may result in cancellation, additional charges, or refusal to continue. We are not responsible for disposal obligations that arise from pre-existing waste left by occupants, contractors, tenants, or previous owners.

7. Force Majeure

We will not be liable for delay or failure to perform our obligations where such delay or failure is caused by events beyond our reasonable control. These may include severe weather, floods, fire, accident, utility failure, public transport disruption, supply issues, strikes, labour shortages, government restrictions, acts of terrorism, or other unforeseeable events. If such an event occurs, we will try to resume service as soon as reasonably practicable. If performance is made impossible or excessively difficult, either party may cancel the affected booking without liability beyond refunding sums paid for work not carried out.

8. Intellectual Property and Use of Materials

Any written estimates, service descriptions, checklists, photographs, or documents supplied by us remain our property unless otherwise agreed. You may use them for your own records or internal administration, but you may not reproduce or sell them for commercial use without permission. We may take before-and-after photographs for operational records, quality control, and evidence of work completed, provided that we handle personal data in accordance with applicable data protection law. Where photographs are used, they will normally be restricted to the cleaned item or area and will not be used to identify you unnecessarily.

9. Governing Law and Jurisdiction

The contract between you and Whetstone Carpet Cleaners, and any dispute or claim arising from it, shall be governed by and interpreted in accordance with the laws of England and Wales. If you are a consumer resident elsewhere in the UK, you may also benefit from mandatory consumer protections in your own part of the UK to the extent they apply. Any dispute that cannot be resolved amicably shall be subject to the exclusive jurisdiction of the courts of England and Wales, except where applicable consumer law provides otherwise. These terms are intended to work alongside your legal rights, not to replace them.

10. General Provisions

If we choose not to enforce any part of these Terms and Conditions on one occasion, that does not mean we waive our right to enforce it later. No person other than the customer and us has any right to enforce these terms under the Contracts (Rights of Third Parties) Act 1999 unless we agree otherwise in writing. Assignment of the agreement by you is not permitted without our consent, though we may transfer our rights and obligations if this does not materially affect your rights. The agreement between us contains the entire understanding relating to the service and supersedes prior discussions, representations, or agreements on the same subject, except where confirmed in writing.

By proceeding with a booking, you confirm that you have read, understood, and accepted these terms. We recommend that you keep a copy for your records. These provisions are intended to create a professional and transparent basis for carpet cleaning by Whetstone Carpet Cleaners, supporting clear expectations for booking, payment, cancellation, liability, and lawful waste management in a way that is straightforward, lawful, and fair.