Terms and Conditions for Isle Of Dogs Carpet Cleaners

These Terms and Conditions set out the basis on which Isle Of Dogs Carpet Cleaners provides domestic and commercial cleaning services in the UK. By making a booking, confirming an appointment, or allowing our team to begin work, you agree to be bound by the terms below. Please read them carefully before placing a request for any carpet cleaning, upholstery cleaning, stain treatment, or related service.

These terms are intended to be clear and practical, so that both the customer and the service provider understand what is included, what is excluded, and how issues are handled. They apply to all standard cleaning jobs, one-off appointments, repeat bookings, and any additional work agreed in writing or verbally before or during the visit. References to “we”, “us”, and “our” mean Isle Of Dogs Carpet Cleaners, and references to “you” or “the customer” mean the person or business booking the service.

These terms are designed to support fair trading and good communication. If any part of these terms is found to be unlawful, unenforceable, or invalid, the remaining provisions will continue to apply. Nothing in these terms limits any rights you may have under UK consumer law where those rights cannot legally be excluded.

1. Booking Process

A booking with Isle Of Dogs Carpet Cleaners may be made by phone, email, online enquiry, or through any other booking method that we make available from time to time. A request for service does not become a confirmed booking until we have accepted it and provided a date, approximate arrival window, and, where relevant, a price estimate or fixed quote. We reserve the right to decline any booking for operational reasons, safety concerns, access issues, or where the requested work is outside our service scope.

When booking, you must provide accurate information about the property, the type of flooring or fabric to be cleaned, any visible stains or damage, parking limitations, access restrictions, pets, and any known hazards. This information allows us to assess the job properly and to bring suitable equipment, cleaning products, and staffing. If the information supplied is incomplete or incorrect, the final service may take longer, cost more, or be unsuitable for the original quote.

Booking Confirmations and Access

Once a booking is accepted, we may issue a written confirmation outlining the service date, the service type, and any other important conditions. It is your responsibility to check the confirmation carefully and tell us promptly if anything is incorrect. You must ensure that we have reasonable access to the property at the agreed time. If we cannot gain access, or if access is delayed because of your arrangements, we may charge a wasted visit fee or treat the appointment as cancelled by you.

Unless otherwise agreed, the customer must be present at the start of the visit or must provide suitable authority for us to begin work in their absence. Where keys, codes, concierge arrangements, building rules, or other third-party access methods are involved, you remain responsible for ensuring these are correct, available, and lawful to use. Any delay caused by access problems may reduce the time available for the cleaning work and may affect the final result.

We aim to arrive within the agreed appointment window, but arrival times are estimates only and are not guaranteed unless expressly stated in writing. Delays may occur because of traffic, earlier jobs over-running, equipment issues, or weather conditions. We will make reasonable efforts to keep you informed if significant delays arise. We are not responsible for indirect loss caused by a delay that is beyond our reasonable control.

2. Prices, Payments and Charges

Prices may be given as fixed rates, hourly rates, minimum charges, or estimated prices depending on the nature of the work. Any quote we give is based on the information available at the time. If the condition of the items, the level of soiling, the size of the area, or access requirements differ from what was described, we may revise the price before continuing. Additional work will only be carried out with your approval unless it is necessary to complete the originally agreed service safely and effectively.

You agree to pay the full amount due on completion of the work unless we have agreed alternative payment terms in writing before the service begins. We may request a deposit for certain bookings, repeat cancellations, large jobs, or commercial work. Deposits are usually non-refundable except where cancellation is made by us or where a refund is required by law. Payment may be accepted by bank transfer, card, cash, or other methods we specify. Any transaction fees, bank charges, or failed payment costs caused by your payment method remain your responsibility.

Late payment may result in additional charges, including reasonable administration fees and, where lawful, interest on overdue sums. If payment is not made when due, we may suspend future services, withhold non-essential documentation, or take lawful steps to recover the debt. You are responsible for ensuring funds are available and that the payment method you provide is valid and authorised.

3. Cancellations, Rearrangements and No-Shows

You may cancel or reschedule a booking by giving us notice as soon as possible. If you cancel at short notice, we may charge a cancellation fee to cover reserved time, staffing, travel, and scheduling loss. The amount of any fee may depend on the notice given, the size of the booking, and whether materials or equipment have already been allocated. Where a deposit has been taken, we may retain all or part of it to offset our reasonable costs.

If you ask to rearrange an appointment, we will try to offer an alternative date, but this depends on availability. Repeated cancellations, repeated rescheduling, or failure to be present at the agreed time may result in future bookings being refused or requiring advance payment. If we attend the property and cannot complete the service because no one is available to allow entry, or because the area is not ready, this may be treated as a cancellation by you.

We may cancel or postpone a booking if we are unable to provide the service safely, if equipment becomes unavailable, if a staff member is unwell, if severe weather affects travel, or if circumstances outside our control make attendance impractical. If we cancel, we will offer a new appointment or refund any payment made for the cancelled part of the service, unless the cancellation is caused by your breach of these terms. We will not be liable for costs you incur from arranging unrelated services, childcare, time off work, or similar losses arising from a cancellation, except where liability cannot be excluded by law.

4. Customer Responsibilities and Service Conditions

Before cleaning begins, you must remove fragile items, valuables, small furniture, ornaments, documents, and any objects that could be damaged or that may obstruct access. We may move lightweight items where appropriate, but we are not required to move heavy furniture, electrical items, fixed fittings, or items that are difficult to lift safely. If you ask us to move items, we may decline where the risk of damage or injury is too high. Any pre-existing damage should be pointed out before work begins, including loose seams, worn fibres, colour loss, shrinkage, weakened upholstery, and unstable flooring.

You should also inform us of any special risks, including recent treatments, underfloor heating, dampness, mould, hidden leaks, infestations, pet contamination, or sensitive materials. Some fabrics, dyes, and carpet types may react unpredictably to moisture, agitation, or cleaning products. While we take care to choose appropriate methods, we do not guarantee the outcome of stain removal, odour removal, or restoration of heavily soiled or aged materials. Results may vary depending on the condition and composition of the items being treated.

The customer must provide electricity, water, and sufficient working space unless we have agreed otherwise in advance. Where parking charges, congestion fees, tolls, or permit costs apply, you are responsible for covering them unless included in the quote. If any area is not reasonably safe or suitable for cleaning, we may refuse to proceed until the issue is resolved. Our decision on whether to continue, pause, or stop work for safety reasons is final on site.

5. Liability and Limitations

We will perform our services with reasonable care and skill, using equipment and products that we consider suitable for the task. However, carpet and fabric cleaning carries inherent risks, especially where fibres are delicate, items are old or previously treated, or stains have already set. By booking the service, you acknowledge that some shrinkage, colour change, texture variation, or residual marking may occur despite proper care. We are not liable for issues caused by pre-existing conditions, manufacturing defects, hidden damage, or items that are not suitable for wet or chemical cleaning.

Nothing in these terms excludes or limits liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation, or any other liability that cannot be excluded under UK law. Subject to that, we shall not be liable for indirect or consequential losses, loss of profit, loss of business, loss of opportunity, or damage caused by factors outside our control. Our total liability for any claim arising from a service, whether in contract, tort, or otherwise, will not exceed the amount paid for the specific service giving rise to the claim, unless a higher amount is required by law.

If you believe that damage has occurred, you must notify us as soon as reasonably possible and in any event within a reasonable period after the service. You should allow us the opportunity to inspect the relevant item or area before any repair, replacement, or remedial work is carried out. We will not be responsible for claims that are made long after the visit where the condition of the item has changed or where we are unable to verify the cause.

6. Waste Regulations and Disposal

Any waste produced during the provision of our service must be handled in accordance with applicable UK waste regulations and good environmental practice. This includes waste water, removed debris, disposable cloths, packaging, and any contaminated materials that must be taken away for lawful disposal. We will decide, in line with our procedures, whether waste can be removed by us or must remain on the property for collection by you or a licensed contractor.

We do not accept responsibility for the disposal of hazardous, clinical, or unlawful materials unless this has been agreed in advance and we are legally permitted and properly equipped to handle it. If we discover materials that may be hazardous, including chemicals, bodily fluids, sharps, or pest-related contamination, we may stop the service and require you to arrange specialist support. You must disclose any such risks before booking. Where waste must be transported, stored, or disposed of by us, you agree to cooperate with any reasonable request needed to ensure legal compliance.

You must not ask us to dispose of items or substances in a way that breaches environmental, health and safety, or local authority requirements. If your instructions would create a legal risk, we will refuse the request. We may also suspend or terminate the service if, in our judgment, continuing would expose us, our staff, or third parties to unlawful waste handling practices or unsafe conditions.

7. Complaints, Remedies and Service Reviews

If you are unhappy with any aspect of the work, you should contact us promptly and provide a clear description of the issue. Where appropriate, we may offer a follow-up visit, spot treatment, or another reasonable remedy. Any remedy offered will depend on the nature of the concern, the condition of the item, and whether the complaint is made within a reasonable timeframe after the service. A complaint does not entitle you to withhold payment for work already completed unless we agree otherwise or you have a legal right to do so.

We may ask for photographs, notes, or access to the item so that we can assess the issue fairly. If a problem is caused by post-cleaning use, re-soiling, moisture exposure, ventilation failure, or another external factor after we have left, it will not be treated as a service defect. We will assess each case reasonably and in good faith, but any decision on whether a remedy is appropriate will be made based on the facts available.

Any informal communication, including scheduling updates or service notes, does not alter these Terms and Conditions unless we confirm the change in writing. Silence or delay in enforcing any right does not mean that right has been waived. If we choose to allow a customer extra time or make a goodwill adjustment on one occasion, this does not create an obligation to do the same in future cases.

8. Governing Law

These Terms and Conditions, and any dispute or claim arising out of or in connection with them, shall be governed by and interpreted in accordance with the laws of England and Wales. If you are located elsewhere in the UK, the service will still be treated under the applicable law governing the contract as agreed between the parties, subject to any mandatory consumer protections that apply by law.

Any disagreement that cannot be resolved through reasonable communication may be referred to the courts of England and Wales, unless another jurisdiction is required by applicable consumer law. This clause does not remove any legal rights you have to bring a claim in a court that has proper jurisdiction under mandatory rules.

By proceeding with a booking, you confirm that you have read, understood, and accepted these terms. Isle Of Dogs Carpet Cleaners may update the terms from time to time, and the version in force at the time of your booking will apply unless a newer version is agreed in writing. It is your responsibility to review the terms before each new service request.