Fulwell Carpet Cleaners Terms and Conditions
These Terms and Conditions set out the basis on which Fulwell Carpet Cleaners provides domestic and commercial carpet cleaning and related cleaning services in the UK. By making a booking, confirming an appointment, or allowing work to begin, the customer agrees to be bound by these terms. Please read them carefully before instructing any carpet cleaning service, as they explain how bookings are made, how payments are handled, what happens if a visit is changed or cancelled, and the limits of our responsibility.
In these Terms and Conditions, references to “we”, “us”, and “our” mean Fulwell Carpet Cleaners, and references to “you” and “your” mean the customer or any person acting on the customer’s behalf. These terms apply to all carpet cleaning and associated services, including stain treatment, upholstery cleaning where included in the quote, and any other agreed work carried out as part of the same visit. If there is any inconsistency between these terms and a written quotation or job specification, the written quotation or job specification will normally take priority for the specific service offered.
Nothing in these Terms and Conditions affects your statutory rights as a consumer under UK law. However, because carpet cleaning involves work in private premises and the condition of the item being cleaned can vary significantly, the scope of our service and the practical outcome depend on factors beyond our full control. For that reason, these terms also explain important exclusions and limitations that apply to a standard carpet cleaning company service.
1. Booking Process
Bookings may be made by telephone, email, online enquiry form, or any other method we make available from time to time. A booking is not confirmed until we have accepted it and provided an appointment date, time window, or written confirmation. We may request details about the area to be cleaned, carpet type, access, parking, and any known stains, odours, or damage so that we can assess the work properly and allocate the appropriate equipment and time.When you request a quotation, we may provide an estimate based on the information supplied by you. Estimates are prepared in good faith, but they are not binding unless expressly stated to be fixed. If, on arrival, we discover that the condition, size, layout, or contamination of the carpets differs materially from the information provided, we may revise the price, adjust the service, or decline to proceed if the work cannot reasonably be completed as quoted. This is especially relevant where a professional carpet cleaning appointment involves severe staining, infestation, excessive soiling, or restricted access.
It is your responsibility to ensure that the property is ready for the appointment. This includes providing access, ensuring electricity and water supplies are available where required, and removing fragile, valuable, or obstructive items from the treatment area unless we have agreed otherwise in writing. We may move light furniture at our discretion, but we do not accept responsibility for heavy items, built-in fixtures, or goods that are unstable, damaged, or unsafe to move. If access is delayed or obstructed, waiting time may be charged or the visit may be treated as a late cancellation.
Any specified arrival time is an estimated window rather than an exact appointment time, unless we have expressly agreed a timed arrival. We aim to attend within the agreed period, but delays can occur because of traffic, previous jobs overrunning, equipment issues, or other operational factors. We will use reasonable efforts to keep you informed if we expect a material delay. We are not liable for loss arising from a short delay unless caused by our negligence and then only to the extent set out in these terms.
2. Payments
Payment terms will be confirmed at the time of booking or on the invoice. Unless agreed otherwise, payment is due on completion of the service and must be made in full without deduction or set-off. We may accept bank transfer, card payment, cash, or another method specified by us. For business customers or larger works, we may require a deposit, part-payment, or payment in advance, particularly where materials, additional labour, or specialist stain treatments are involved.If a deposit is requested, the booking may be held provisionally until the deposit has been received. Deposits are used to secure an appointment and may be non-refundable where cancellation is made too late for us to reallocate the slot, except where the law requires otherwise. Any invoice not paid by the due date may attract reasonable late-payment charges and recovery costs, and we reserve the right to suspend future bookings until outstanding balances are settled. Prices stated include only the services specifically listed in the quotation or booking confirmation, and any additional work requested during the visit will be charged separately where agreed.
Where a quotation is based on square footage, room count, or an inspection of the carpets, the final charge may change if the actual service area differs from what was described. Likewise, surcharges may apply for heavily soiled carpets, end-of-tenancy deep cleaning, specialist fibre treatment, parking charges where unavoidable, or access issues that materially extend the job. All such charges will be explained before work proceeds wherever reasonably possible. Customers who request a carpet and upholstery cleaning package should check that all included items are clearly identified before authorising the work.
3. Cancellations, Rescheduling, and No-Shows
You may cancel or reschedule a booking by giving us notice as early as possible. If you cancel with sufficient notice, we will usually offer an alternative appointment or, where appropriate, refund any refundable amount already paid. The amount of notice required for a full or partial refund may vary depending on the type of service, deposit paid, and whether specialist materials or scheduled labour have already been allocated.If you cancel at short notice, refuse access when we arrive, or are not present during the agreed time window without prior arrangement, we may charge a cancellation fee or retain the deposit to cover our loss of time and administrative costs. For larger or customised jobs, the cancellation fee may reflect wasted labour, reserved equipment, and any materials prepared specifically for your booking. If we need to cancel or reschedule due to weather, illness, equipment failure, safety concerns, or any other genuine operational issue, we will aim to offer a new appointment as soon as practicable.
We are not responsible for delays or cancellation caused by events outside our reasonable control, including severe weather, road closures, accidents, or emergency situations. In such circumstances, we will act reasonably and in good faith to rearrange the appointment. If you wish to change the scope of the work after booking, we may treat the amended request as a new quote and new availability may be required. This is common where a customer decides to add rugs, stairways, or further rooms to a booked carpet care service.
4. Liability and Service Standards
We will carry out the work with reasonable care and skill, using methods and products that we consider appropriate for the type and condition of the carpet, subject to the information provided by you. Carpet fibres, dyes, backing, underlay, and previous treatments can affect how a carpet responds to cleaning. Some stains, odours, wear patterns, and discolouration may be permanent or may reappear after drying. We do not guarantee complete stain removal or exact colour restoration unless a specific written guarantee has been given.We are not liable for pre-existing damage, including weak seams, loose fibres, colour loss, shrinkage, pile distortion, fraying, hidden staining, pre-existing odour, or damage caused by unsuitable previous cleaning methods. Where a carpet or fabric item is old, delicate, antique, water-sensitive, poorly maintained, or not fit for cleaning, we may refuse treatment or proceed only on a limited basis at your risk after giving a warning. You must tell us about any special conditions, such as recent dye treatments, moth damage, underfloor heating, or particular manufacturer instructions. Failure to disclose relevant information may reduce or remove our liability for resulting issues.
Nothing in these Terms and Conditions limits or excludes liability for death or personal injury caused by our negligence, fraud, fraudulent misrepresentation, or any other liability that cannot be excluded under UK law. Subject to that, our total liability for any claim arising from the service, whether in contract, tort, negligence, or otherwise, shall be limited to the amount paid or payable for the specific service giving rise to the claim. We will not be responsible for indirect or consequential losses, loss of profit, loss of business, or loss of enjoyment arising from the service, except where such exclusion is not permitted by law.
5. Property, Access, and Customer Responsibilities
You are responsible for ensuring that the working area is safe and reasonably clear before our arrival. We may decline to move certain items if we believe there is a risk of injury or damage. Where furniture is moved by us at your request or with your consent, we will do so only where reasonably practical and safe, and we are not liable for scratches, dents, or marks arising from the movement of items unless caused by our negligence. We also recommend that you keep children and pets away from the cleaning area until the job is complete and the carpet is dry enough for normal use.If you ask us to clean an item that is not a carpet, such as a rug, mat, runner, or upholstered surface, you acknowledge that different materials may require different methods and may react differently to standard treatment. It is your responsibility to tell us if the item has a latex backing, is handwoven, contains animal fibres, or has been previously treated with a protective coating. We may decline to treat certain items if, in our judgment, the risk of damage is too high. Acceptance of a job does not mean that we guarantee a specific visual result from a domestic carpet cleaning process.
6. Waste Regulations and Disposal
We operate in accordance with applicable UK waste handling and environmental requirements. Waste generated in the course of providing our services, such as removed debris, extracted waste water, used cloths, and limited quantities of cleaning residues, will be managed responsibly and disposed of in a lawful manner. We will not knowingly dispose of hazardous materials, sharps, biological waste, asbestos-related material, or any other controlled waste unless the service has been specifically agreed, legally permitted, and suitably prepared for.If the premises contain contamination, mould, pests, chemical residues, bodily fluids, or other hazardous matter, you must inform us before the booking is confirmed. We may refuse or suspend the service if the waste profile creates an unsafe working environment or would require specialist licences, equipment, or disposal arrangements outside the scope of standard cleaning. Any waste that is your responsibility, including personal items removed from carpets, packaging, or household refuse, remains your responsibility unless we expressly agree in writing to remove it. Where waste disposal forms part of the service, it will be carried out in line with applicable environmental law and any required site procedures.
We expect customers to comply with all relevant laws and to ensure that the property is not used in a way that exposes our staff to unlawful, unsafe, or unsanitary conditions. If we become aware of illegal dumping, contaminated materials, or improper handling of regulated waste, we may stop work immediately and charge for time already spent plus any reasonable costs incurred. These rules apply equally to any professional carpet cleaner visit where extraction and waste removal are part of the process.
7. Complaints, Aftercare, and Inspection
If you believe there is a problem with the service, you should notify us as soon as reasonably possible after completion and, in any event, within a reasonable time. We may ask for photographs, a description of the issue, and an opportunity to inspect the work before any further action is taken. In many cases, a follow-up visit, re-treatment, or explanation may resolve the matter. You must allow adequate drying time before forming a final view of the result, as carpets may look and feel different while damp.Any aftercare advice we provide is intended to help preserve the condition of the carpet after cleaning, but it does not form a warranty unless we state otherwise in writing. You should avoid foot traffic, replacing furniture too early, or applying additional chemicals until the carpet is fully dry. Failure to follow reasonable aftercare advice may affect the appearance of the result and may limit our ability to assist with any complaint. The customer accepts that a carpet washing service may temporarily change the texture, smell, or drying time of a carpet depending on fibre type and environmental conditions.
