Terms and Conditions for Osterley Carpet Cleaners

Osterley Carpet Cleaners provides professional carpet cleaning and related domestic and commercial cleaning services on the terms set out below. By making a booking, you agree to these service terms and conditions, which are designed to create a clear, fair and practical agreement between you and us. These terms apply to all standard cleaning appointments, quotations, confirmations, rescheduled visits and follow-up arrangements, unless we agree otherwise in writing. They are intended to set out how bookings are made, how payments work, when cancellations may apply, and the limits of our responsibility.

For the purposes of these terms, references to “we,” “us,” and “our” mean Osterley Carpet Cleaners, and references to “you” and “your” mean the customer, occupier, tenant, landlord, managing agent, business customer, or any person acting on behalf of the person receiving the service. If you instruct us to attend a property or premises, you confirm that you are authorised to do so and that you accept these terms on behalf of all relevant parties. If you do not agree with any part of these terms, you should not proceed with a booking.

These terms are written to support a professional carpet cleaning service in a straightforward way. We may update or revise them from time to time, and the version in force at the time of your booking will apply unless a newer version is expressly agreed before the service is carried out. Any special arrangements, promotional offers, or service-specific conditions will only apply if confirmed by us in writing and will not override these terms unless stated clearly.

1. Booking process

Bookings may be requested through the channels we make available from time to time. A request for a quotation or a preferred appointment date does not create a binding contract until we confirm acceptance. Once you provide the information we need to assess the job, including the type of carpet, approximate room sizes, access conditions, and any known stains or special requirements, we may provide an estimate or quotation. Where an estimate is provided, the final price may vary if the scope of work changes or if the actual conditions differ from the information supplied.

When a booking is accepted, we will confirm the service details, which may include the date, approximate arrival window, service type, and any preparation instructions. It is your responsibility to ensure that the information you provide is accurate and complete. If incorrect details are supplied, or if the property is not ready when we arrive, the booking may need to be delayed, adjusted, or re-priced. We reserve the right to refuse a booking where we reasonably believe the service cannot be carried out safely, lawfully, or to a professional standard.

2. Access, preparation and service conditions

You must ensure that we have safe, reasonable access to the property and the areas to be cleaned at the agreed time. This includes arranging entry, providing parking information where relevant, and making sure any necessary permissions from landlords, tenants, managing agents, or occupiers have been obtained. If we are unable to enter, or if access is materially restricted, we may charge for the missed appointment or for any additional time spent waiting, travelling, or returning later.

Before cleaning begins, you should remove fragile items, valuables, and other possessions that could be damaged or obstruct the work. We may move light furniture only where it is reasonable and safe to do so, but we are not obliged to move heavy, fixed, electrical, or awkward items. We may decline to clean areas where doing so could cause damage, present health and safety concerns, or interfere with the condition of the surface. Any pre-existing stains, wear, fading, dye transfer, fibre distortion, or hidden defects may limit the result of the cleaning.

We will use professional judgment to select appropriate methods and products for each job. However, no method can guarantee complete removal of every stain, odour, mark, or contamination. Certain carpet types, backing materials, adhesives, dyes, and previous treatments can react unpredictably. By booking a carpet cleaning service with us, you accept that cleaning outcomes may vary depending on the age, condition, and composition of the item being treated.

3. Payments, deposits and charges

Our prices may be quoted as fixed fees, per-room charges, hourly rates, or as custom quotations based on the work required. Unless otherwise agreed, payment is due on completion of the service or by the deadline stated on the invoice. We may request a deposit, pre-authorisation, or part payment to secure a booking, particularly for larger jobs, commercial appointments, or high-demand periods. Any deposit terms will be confirmed at the time of booking.

All prices are subject to any applicable taxes unless stated otherwise. If the scope of the service changes on arrival, or if we discover additional work that was not included in the original quotation, we may revise the price before proceeding. Examples include extra rooms, additional stain treatments, moving furniture, severe contamination, or difficult access. If you choose not to proceed with the revised service, we may charge for time already spent and for any reasonable call-out or attendance costs.

You agree to pay all properly incurred charges in full and without deduction, unless required by law. If payment is made late, we may suspend further services, recover reasonable collection costs, and charge interest on overdue amounts at the statutory rate where permitted. We may use third-party payment processors, and by making payment you agree to their terms as well as ours to the extent they apply to the transaction.

4. Cancellations, rescheduling and missed appointments

If you need to cancel or rearrange an appointment, you should notify us as soon as possible. We understand that plans can change, and we will try to offer alternative dates where available. However, if you cancel after we have reserved time, assigned staff, or incurred costs, we may charge a cancellation fee that reflects the time and expense already committed. The amount may depend on how much notice you give and the nature of the appointment.

If you are not present, unable to provide access, or otherwise unavailable at the agreed time, this may be treated as a missed appointment. In such cases, we may charge the full or partial fee, as well as any reasonable costs associated with travel, waiting, or re-attendance. If we must leave because of unsafe conditions, aggression, lack of access, or material misrepresentation about the work required, we may also charge for the visit. Where possible, we will act reasonably and communicate any issue before taking further steps.

5. Liability and limitations

We will carry out our work with reasonable care and skill. If we fail to do so and this causes direct loss or damage, we may be liable to the extent permitted by law. However, our responsibility is limited to losses that are foreseeable, directly caused by our breach, and not excluded by these terms. We do not exclude liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for any other liability that cannot legally be limited or excluded.

We are not responsible for pre-existing defects, hidden damage, weak seams, unstable dyes, deterioration, poor prior maintenance, or adverse reactions in materials that are unsuitable for cleaning. We are also not liable for damage caused by items left in place, unidentified hazards, or inaccurate information supplied by you. Where an item is particularly delicate, valuable, antique, or irreplaceable, you should tell us in advance so we can decide whether to proceed and whether extra precautions are needed.

If we are responsible for proven damage caused by our negligence, our obligation may be limited to repair, replacement, or reasonable compensation, taking account of the age, condition, and depreciated value of the affected item. We will not be liable for indirect or consequential losses, including loss of profit, loss of use, loss of business, or emotional distress, except where such exclusion is not permitted by law.

6. Waste handling and environmental compliance

We aim to operate in a responsible and lawful manner in relation to waste, wastewater, packaging, and cleaning residues. Where our service creates waste materials that we are contractually responsible for removing, we will handle them in accordance with applicable waste regulations and environmental requirements. This may include controlled disposal of spent materials, protective coverings, or packaging generated by the service. We will use reasonable steps to minimise waste and to avoid unnecessary environmental impact.

Unless otherwise agreed, we are not responsible for removing household rubbish, bulky waste, or unrelated items from your premises. If waste or residue must be disposed of as part of the job, you must tell us in advance if there are any special handling needs, hazardous substances, biological contamination, or other risks. We may refuse to handle certain materials if they cannot be managed safely or lawfully. You must not ask us to dispose of substances or items that would require specialist licensing, containment, or disposal arrangements unless we have expressly agreed to do so.

Any wastewater, cleaning chemicals, or residue generated during the service must be managed in line with property rules and applicable regulations. You are responsible for ensuring that the premises have suitable drainage and that any restrictions imposed by landlords, building managers, local rules, or utility requirements are disclosed to us before the appointment. If we believe a method of disposal would be inappropriate, unsafe, or non-compliant, we may alter the process or stop the work.

7. Customer responsibilities

You are responsible for ensuring that the area to be cleaned is suitable for the work and that any known risks are identified before the appointment begins. This includes advising us of water leaks, electrical issues, pest infestations, previous flooding, pet contamination, recent repairs, or any other conditions that could affect the cleaning process. You should also disclose if carpets have been treated with products that may react to moisture, heat, or cleaning solutions.

Where a service depends on the condition of the property or surrounding surfaces, you should take reasonable steps to protect sensitive items and notify us of any special instructions. If you want us to use particular products or to avoid particular substances because of allergies or sensitivities, you must tell us before the job starts. While we may try to accommodate requests, we cannot guarantee that every specialist requirement can be met.

You agree not to interfere with the cleaning process, operate equipment without permission, or instruct our staff to perform work that is unsafe, unlawful, or outside the agreed scope. If your actions or omissions prevent us from completing the job properly, this may affect the final outcome and may result in additional charges.

8. Complaints and issues after service

If you believe there is a problem with the service, you should notify us within a reasonable time after completion and provide enough detail for us to investigate. We may ask for photographs, descriptions, or access to the relevant area. If appropriate, we may offer a return visit, further assessment, or another reasonable remedy. Any remedy will depend on the nature of the issue and whether it arose from our work or from factors outside our control.

Small variations in appearance, pile direction, drying time, shading, or spot removal are not usually treated as faults if the service was carried out with reasonable care and skill. We will consider complaints fairly and in good faith, but we are not required to provide a remedy where the issue is caused by pre-existing conditions, misuse after cleaning, third-party interference, or information that was withheld at booking.

9. Force majeure and operational changes

We shall not be liable for any delay or failure in performance caused by circumstances beyond our reasonable control. This may include severe weather, accidents, illness, transport disruption, supply shortages, power failures, flooding, industrial action, government restrictions, or emergency conditions. If such an event affects your appointment, we will try to contact you as soon as reasonably practicable and offer a new time where possible.

We may also need to amend our schedule, staffing, or service method for operational reasons. Where this happens, we will act reasonably and seek to minimise disruption. If a change materially affects the booking and we are unable to deliver the service in a fair and practical manner, either party may be entitled to cancel the appointment without further liability, except for charges already incurred for work properly carried out or costs lawfully due.

10. Governing law and general provisions

These terms and any dispute or claim arising from them, whether contractual or non-contractual, are governed by the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction, unless mandatory consumer law provides otherwise. If any part of these terms is found to be unlawful, invalid, or unenforceable, the remaining provisions will continue in full force.

Failure by us to enforce any provision immediately shall not be treated as a waiver of our rights. Any variation to these terms must be agreed in writing. These terms form the entire agreement between you and us in relation to the relevant booking, except where expressly modified in writing. By proceeding with a booking for Osterley Carpet Cleaners, you confirm that you have read, understood, and accepted these service terms in full.