Selhurst Carpet Cleaners Service Terms and Conditions

These service terms and conditions set out the basis on which Selhurst Carpet Cleaners provides professional carpet cleaning and related fabric care services to domestic and commercial customers. By making a booking, the customer agrees to be bound by these terms, which are designed to create a clear understanding of the service process, payment obligations, cancellation rights, liability limits, waste handling requirements, and the legal framework applying to every job. For the purpose of these terms, references to we, us and our mean Selhurst Carpet Cleaners, and references to you and your mean the person, business, tenant, landlord, managing agent or other customer receiving the service.

These terms apply to all carpet cleaning services supplied by Selhurst Carpet Cleaners, including standard carpet cleaning, deep cleaning, stain treatment, upholstery-related add-ons where agreed, and any other cleaning service expressly confirmed in writing or verbally before attendance. If there is any conflict between these terms and a specific written quotation or booking confirmation, the written quotation or booking confirmation will prevail only to the extent of that conflict. Any matter not expressly addressed in a quotation will remain governed by these terms.

Our services are provided with reasonable care and skill in accordance with the standards expected of a professional UK carpet cleaning service. However, carpet fibres, dyes, previous treatments, age, wear, hidden damage and household conditions can affect the outcome of any cleaning process. For that reason, these terms also explain the limits of what a carpet cleaner can guarantee. By proceeding with a booking, you acknowledge that cleaning results will vary depending on the condition and composition of the item being treated.

Booking Process

A booking may be made by telephone, email, online form, messaging platform, or any other method we make available. A booking is not confirmed until we have accepted the request and, where required, received any deposit or advance payment stated at the time of booking. The booking confirmation may include the service date, approximate arrival window, service type, estimated price, access requirements, parking notes, drying expectations, and any special instructions that you have given to us. It is your responsibility to review the confirmation carefully and inform us promptly if anything is incorrect.

When arranging a carpet cleaning appointment, you must provide accurate information about the number of rooms, the approximate size of the areas to be cleaned, the floor coverings involved, access restrictions, and any known issues such as pet contamination, heavy staining, dampness, moth damage, fragile fibres, or previous repair work. If the information supplied is incomplete or inaccurate, we may need to amend the price, limit the scope of work, or reschedule the appointment. We may also refuse to proceed if the site conditions present a risk to equipment, property, health, or the quality of the service.

By making a booking, you confirm that you are authorised to arrange the service for the property in question and that you have the right to permit access for our operatives. If you are booking on behalf of a landlord, tenant, estate manager, letting agent or business, you remain responsible for ensuring that all relevant permissions have been obtained. We are not liable for disputes between third parties over who should pay for or authorise the service.

We will attend at the agreed time or within the agreed arrival window, but all times are estimates unless we have expressly agreed a fixed appointment. Delays may arise because of traffic, previous job overruns, weather, equipment issues or circumstances beyond our reasonable control. If a delay occurs, we will make reasonable efforts to keep you informed. Where access is not available, or where the property is not ready for cleaning on arrival, we may treat this as a late cancellation or a wasted visit and charge accordingly. A property is considered ready when the areas to be cleaned are clear, reasonably accessible, and safe for our team to work.

Payments and Charges

Our pricing will usually be based on the number and size of areas cleaned, the cleaning method required, the level of soiling, any specialist stain treatment, travel and parking considerations, and whether the work forms part of a larger or repeated service. Prices may be quoted as fixed fees, from-prices, or estimated charges depending on the information available at the time of booking. Any quote is valid for the period stated in the quote or, if no period is stated, for a reasonable time only. We reserve the right to revise a quote if you materially change the service requirements or if the actual conditions differ from those originally described.

Unless stated otherwise, payment is due on completion of the service and must be made by the methods accepted at the time of booking or on attendance. In some cases, we may require a deposit to secure the appointment, particularly for larger jobs, commercial work, repeat bookings, or specialist services. Any deposit may be non-refundable where cancellation occurs outside the permitted period or where we have already incurred costs. If payment is not made when due, we may suspend further services, charge interest on late sums at the statutory rate permitted under UK law, and recover any reasonable costs incurred in pursuing payment.

Additional charges may apply if, during the appointment, we identify work that was not included in the original scope but which you ask us to undertake and we agree to carry out. Examples may include extra rooms, heavily soiled areas, repeated stain treatment, furniture moving beyond the agreed arrangement, or work required because the initial description was inaccurate. Any additional charge will be explained before the work is performed wherever reasonably practicable. We will not carry out chargeable extras without your approval, unless they are necessary to protect health, prevent damage, or complete the agreed work safely.

Cancellations, Rescheduling, and Missed Appointments

You may cancel or reschedule a booking by giving us notice as early as possible. Where a cancellation occurs within the notice period stated in your booking confirmation, no charge may apply or only a small administration charge may be payable, depending on the circumstances and any costs already incurred. If you cancel at short notice, particularly on the day of the appointment, we may charge a cancellation fee to cover reserved time, travel, staffing, and any preparatory costs. Any deposit may be retained to the extent needed to offset such costs.

If you fail to provide access, if the property is unsafe or unsuitable for the work, if the areas are not ready, or if no responsible person is present when required, we may leave the site and treat the appointment as cancelled by you. In such cases, the full or partial charge may still apply. We are not required to wait indefinitely for access or to return later on the same day unless we have expressly agreed to do so. If we have to reschedule because of circumstances on our side, we will use reasonable efforts to offer an alternative appointment at the earliest practical time.

We may cancel or suspend a booking where carrying out the service would breach law, create unacceptable risk, or be impossible due to factors beyond our control, including severe weather, emergency conditions, equipment failure, staff illness, or property conditions that were not disclosed before attendance. If we cancel in such circumstances, our liability will be limited to refunding any prepayment for undelivered services, except where the law requires otherwise. We will not be responsible for indirect loss caused by a cancelled appointment, such as lost earnings, missed lettings, or relocation costs.

Service Standards and Customer Responsibilities

We will use reasonable care and skill in performing carpet cleaning services, but it is your responsibility to tell us about known stains, fragile areas, colour instability, pre-existing damage, underlay issues, dye bleed, shrinking risk, or any previous treatment that may affect the result. You should also remove personal belongings, valuables, loose items, and breakables from the working area before we arrive, unless we have agreed to assist with light preparation. Furniture movement will be carried out only to the extent included in the quotation or where it is safe and practical to do so.

Where we are required to move furniture, you acknowledge that minor marks, scuffs, indentations, and wear-related changes may become visible when items are moved or when carpets dry. We are not liable for existing defects that become apparent after cleaning, nor for damage caused by unstable, poorly assembled, water-sensitive, or oversized furniture, unless that damage is directly caused by our negligence. It is also your responsibility to ensure that electrical equipment, fragile flooring, and nearby items are protected or removed if they could be affected by moisture or cleaning movement.

We may decline to clean items where the risk of damage is unacceptably high, where a fabric is not suitable for wet cleaning, or where previous treatments or age make the expected outcome uncertain. In such cases, we may recommend a limited test patch or alternative approach, but any such decision will be made in our professional judgment. No statement by us should be taken as a guarantee that every stain, odour, or mark will be fully removed, as some contaminants permanently alter carpet fibres.

Our liability for loss or damage is limited to what the law allows. We will be responsible for direct loss or damage caused by our negligence, breach of contract, or failure to carry out the service with reasonable care and skill, but we will not be responsible for losses that are indirect, consequential, or not reasonably foreseeable at the time of booking. This includes, without limitation, loss of business, loss of rental income, loss of profit, inconvenience, emotional distress, or costs arising from third-party arrangements affected by the service.

Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot lawfully be excluded under UK law. Where we are found liable for damage to carpets or related property, our responsibility will usually be limited to the lesser of the reasonable cost of repair or replacement, taking account of age, condition, depreciation, and the extent of pre-existing wear. We will not be liable for damage caused by items already in poor condition, hidden defects, or materials that react unpredictably to normal cleaning methods.

If you believe damage has occurred, you must notify us as soon as reasonably possible and provide a fair opportunity for inspection before making repairs, replacing items, or disposing of the affected property, unless urgent action is necessary to prevent further harm. Failure to allow inspection may affect our ability to assess liability. In all cases, you must take reasonable steps to minimise any loss. We also do not accept responsibility for unavoidable changes in appearance that occur as carpets dry, including temporary odour, colour variation, or pile direction changes.

Waste Regulations and Property Disposal

We are committed to complying with applicable UK waste regulations and environmental duties. In the course of providing Selhurst Carpet Cleaners services, we may generate waste water, removed debris, packaging, used cloths, filters, and other material associated with the cleaning process. We will handle and dispose of any waste we control in a lawful and responsible manner. Where specialised disposal is required because of contamination, pet waste, biological matter, or hazardous residues, we may charge additional fees if such work falls outside the ordinary scope of cleaning.

You must not ask us to dispose of household waste, prohibited substances, sharp objects, dangerous materials, or anything that we reasonably believe requires a specialist waste contractor unless this has been expressly agreed in advance. If such materials are discovered during the service, we may stop work, leave the site, or arrange suitable disposal only with your agreement and at your cost, subject to legal requirements. We may also require you to keep pets, children, and other occupants away from the work area while cleaning chemicals or waste water are being handled.

Any items removed from the carpet, such as loose debris, treated residues, or packaging associated with our work, may be taken away by us for lawful disposal or left with you if this is safer or more practical. Waste arising from customer belongings remains your responsibility unless we have expressly agreed otherwise. You agree to provide accurate information about contamination risks so that we can apply the correct cleaning method and waste handling approach. Where a site is subject to commercial or managed-property rules, you are responsible for obtaining any additional permissions needed for our lawful disposal activities.

Data, access, and safeguarding obligations may also arise during a booking. You are responsible for ensuring that access arrangements are lawful and that any alarm codes, keys, permits, or instructions provided to us are accurate. If we hold keys or access devices temporarily for the purpose of service delivery, we will take reasonable care of them, but we are not liable for pre-existing defects or for issues caused by incorrect instructions supplied by you. We may refuse to retain keys or codes where doing so would create unreasonable risk.

We may take internal notes about the condition of the carpet, service requirements, and any relevant health or safety matters for the purpose of performing the contract and dealing with future bookings. Such information will be handled only as needed for service administration and legal compliance. You should remove or protect any sensitive materials or personal data from the areas we will clean, as we are not responsible for the handling of confidential documents or data left exposed in the property.

These terms are intended to be read alongside any consumer rights that apply under the Consumer Rights Act 2015 or any other applicable UK legislation. Nothing in these terms affects your statutory rights where the law provides protection that cannot be waived. If any part of these terms is held invalid or unenforceable, the remaining provisions will continue in full force. A failure by us to enforce any right does not mean that right is waived.

Governing Law and General Provisions

These terms and any dispute or claim arising out of or in connection with them are governed by the laws of England and Wales. The parties agree that the courts of England and Wales will have exclusive jurisdiction, except where mandatory consumer law gives you the right to bring proceedings elsewhere. If any clause in these terms is inconsistent with mandatory legal rights, that clause will be interpreted, or if necessary severed, so that the remainder of the terms continues to operate lawfully.

We may update these terms from time to time to reflect changes in law, insurance practice, service methods, or business operations. The version in force at the time of your booking will normally apply to that booking, unless a newer version is required by law or has been expressly agreed with you. Continued use of our services after revised terms are issued may be taken as acceptance of those revised terms for future bookings.

By booking Selhurst Carpet Cleaners, you confirm that you have read, understood, and agreed to these service terms and conditions. They are designed to support fair trading, clear communication, lawful waste handling, and responsible service delivery. If you have any questions about the meaning of a term, you should seek clarification before confirming the appointment. The completion of a booking will be treated as acceptance of the contract on the basis set out above.