Terms and Conditions for Richmond Carpet Cleaners Services

These Terms and Conditions set out the basis on which Richmond Carpet Cleaners provides domestic and commercial cleaning services. By making a booking, confirming an appointment, or allowing our team to begin work, the customer agrees to these terms. For the avoidance of doubt, the expressions “we”, “us”, and “our” refer to Richmond Carpet Cleaners, while “you” and “your” refer to the customer or the person authorised to arrange the service.

These service terms apply to all carpet, upholstery, rug, and associated cleaning work supplied by Richmond Carpet Cleaners, whether arranged online, by telephone, by email, or through any other accepted booking method. They are intended to be read alongside any written quotation, booking confirmation, or service note issued before or during the appointment. In the event of any inconsistency, the specific booking confirmation or quotation will take priority over these general terms, unless otherwise required by law.

We reserve the right to amend these Terms and Conditions from time to time. Updated terms will apply to future bookings and, where reasonably possible, will be made available before service begins. Continued use of Richmond carpet cleaning services after a revision has been published will be treated as acceptance of the updated terms. Nothing in these terms affects your statutory rights under UK consumer law.

Booking process begins when you provide the necessary details for a quotation or appointment request. This usually includes the type of service required, the number of rooms or items to be cleaned, the material or fabric type where relevant, and any known stains, access issues, or special instructions. Any estimate given before inspection is based on the information supplied by you and may be revised if the actual condition or scope of work differs on arrival.

A booking is only confirmed once we accept the request and, where applicable, receive any required deposit or advance payment. Richmond Carpet Cleaners may decline a booking if the property is unsafe, the requested service falls outside our scope, or the information provided appears incomplete or inaccurate. We may also request photographs, measurements, or further clarification before confirming the appointment, particularly for delicate, heavily soiled, or specialist items.

It is your responsibility to ensure that access is available at the agreed time and that the areas to be cleaned are reasonably prepared. This includes removing fragile objects, valuables, and personal items from the work area, as well as ensuring that electricity, water, and parking arrangements are available where required for the performance of the service. If our team arrives and cannot begin work due to lack of access or unsafe conditions, the appointment may be treated as a cancellation by you and charges may still apply.

During the booking process, any time slots given are estimates unless expressly stated otherwise. While Richmond carpet cleaners aim to attend punctually, arrival times may vary because of traffic, weather, job complexity, or circumstances beyond our reasonable control. Where there is a delay, we will seek to keep the customer informed and offer a revised arrival window as soon as reasonably practicable.

Payments must be made in accordance with the quotation, invoice, or booking confirmation. Unless otherwise agreed in writing, payment is due on completion of the service on the same day. We may accept card, bank transfer, or other payment methods that are notified to you in advance. If a deposit is requested, it will be stated clearly at the time of booking and may be non-refundable except where cancellation rights or other legal obligations require otherwise.

All prices are normally stated in pounds sterling and, where applicable, are exclusive or inclusive of VAT depending on our tax status and the wording of the quotation. If additional work is requested on site, or if the condition of the items requires extra time, materials, or equipment beyond the original scope, we may revise the price before continuing. Any such change will be discussed with you where reasonably possible, and work outside the original scope will only proceed with your approval.

Cancellation and rescheduling requests should be made as early as possible. If you need to cancel or move an appointment, please notify us promptly so that the slot may be offered to another customer. Where a deposit has been taken, the treatment of that deposit will depend on the timing of the cancellation, the service type, and the reasonable costs already incurred.

If you cancel within a short period before the scheduled appointment, or if our team is unable to access the property when they arrive, a cancellation fee may apply to reflect wasted travel time, reserved labour, and administrative costs. Richmond Carpet Cleaners will act reasonably in applying any fee and will consider the circumstances of each case. If we must cancel or reschedule due to illness, equipment failure, unsafe conditions, or other unavoidable reasons, we will use reasonable efforts to offer a new appointment.

You may also ask to change the scope of work before the service begins. Any reduction in the work agreed may affect the price, while any increase may require additional time or an amended quotation. Once cleaning has started, changes may be limited where they would interfere with health and safety, product performance, or the quality of the final result.

Liability is limited as set out in this section and in accordance with applicable law. Richmond Carpet Cleaners will carry out services with reasonable care and skill, using appropriate methods for the surface, fabric, or material being treated. However, cleaning outcomes can be affected by the age, condition, colourfastness, previous treatment history, and construction of carpets or furnishings. Some staining, wear, odour, shading, or pre-existing damage may not be fully removable even where best practice is used.

We are not responsible for damage caused by hidden defects, pre-existing weakness, unsuitable fibres, loose dye, unstable backing, inadequate fitting, or information not disclosed before the service. You are expected to inform us of any known risks, including delicate materials, recent repairs, underfloor heating, water sensitivity, or prior attempts to remove stains using chemicals. Where you ask us to proceed despite an identified risk, you accept that the outcome may be uncertain and that some risk of adverse effect may remain.

To the fullest extent permitted by law, Richmond Carpet Cleaners shall not be liable for indirect or consequential loss, loss of profit, loss of business, or loss arising from delay, except where such liability cannot be excluded under UK law. Nothing in these terms excludes liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot lawfully be limited. If we are found liable for proven loss or damage, our responsibility will ordinarily be limited to the amount paid for the specific service in question.

Where you provide items for cleaning, you should remove cash, jewellery, documents, and other valuables before work begins. We will take reasonable care of property in the area being serviced, but you remain responsible for securing fragile, portable, or sentimental items. If any item must be moved to complete the work, we may do so with reasonable care, but we accept no responsibility for pre-existing instability, poor assembly, or hidden damage.

We may refuse to clean an item or area if, in our reasonable opinion, doing so could create an unsafe situation, cause excessive deterioration, or breach manufacturer instructions. This applies to heavily worn, water-sensitive, or structurally unsound materials. Any recommendation we give about suitability is made in good faith, but the final decision to proceed remains yours, subject to our right to decline unsafe work.

Waste regulations and environmental responsibilities are observed as part of our service operations. Richmond Carpet Cleaners will handle rinse water, residues, packaging, and any waste created by the cleaning process in a manner intended to comply with applicable UK environmental and waste management requirements. We will not dispose of controlled, hazardous, or regulated substances unless this has been expressly agreed and we are lawfully able to do so.

Customers must not ask us to dispose of items, liquids, or materials that require specialist collection, permit-based handling, or separate legal treatment unless such arrangements have been confirmed in advance. If waste is generated because of contaminated contents, infestation, bodily fluids, mould, or other hazardous conditions not disclosed before the appointment, we may suspend the service, require additional protective measures, or decline further work. Any extra cost incurred because of such issues may be charged to you where lawful.

Where access to drains, outdoor disposal points, or designated collection areas is necessary, you must ensure that suitable facilities are available and that their use is permitted. We may not empty chemical residues, cleaning concentrates, or contaminated wastewater into locations that would breach regulations, site rules, or environmental obligations. Our priority is to perform the service responsibly while minimising environmental impact and maintaining compliance with legal requirements.

Service standards are based on reasonable expectations, not guaranteed perfection. Richmond Carpet Cleaners will use appropriate products and techniques for the stated purpose, but results can vary depending on the item’s condition, previous cleaning history, and the nature of the soiling. Some marks may lighten rather than disappear, and certain odours, dye transfer, or traffic wear may remain visible even after a thorough clean.

Where a customer raises a concern about the service, they should do so within a reasonable time after completion. We may ask for photographs, a description of the issue, or the opportunity to inspect the area before deciding whether any remedial action is appropriate. If a valid complaint arises from our workmanship and is notified promptly, we may at our discretion re-clean the affected area, provide a partial refund, or offer another reasonable remedy, subject to the limitations in these terms.

Nothing in these Terms and Conditions restricts your rights under the Consumer Rights Act 2015 or other applicable consumer legislation. If the service is not carried out with reasonable care and skill, you may be entitled to a repeat performance or price reduction, depending on the circumstances. Any such remedy will be considered in line with the law and the facts of the individual case.

Governing law applies to these terms in full. These Terms and Conditions, any dispute arising from them, and any non-contractual obligations connected with the provision of Richmond carpet cleaning services are governed by the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction, except where consumer law provides otherwise or where another forum is required by mandatory legal provisions.

By proceeding with a booking, you confirm that you have read, understood, and agreed to these Terms and Conditions. If you are booking on behalf of another person, you confirm that you have authority to do so and that the person or organisation receiving the service will be bound by these terms. If any provision is found to be invalid or unenforceable, the remaining provisions will continue in full force to the extent permitted by law.

Richmond Carpet Cleaners may assign or subcontract parts of the service where necessary to complete the work efficiently, provided the service remains subject to these terms. Any subcontracted provider will be expected to follow suitable standards of care and professionalism. However, where permitted by law, our contractual responsibility to you will remain governed by these Terms and Conditions rather than by informal statements or assumptions made outside the booking process.

Final note: these terms are intended to create a fair and practical framework for the provision of cleaning services. They are designed to protect both the customer and the service provider by making the booking process clear, setting out payment expectations, defining cancellation rules, and explaining how liability and waste handling are managed. If a particular situation is not covered here, it will be dealt with reasonably and in accordance with UK law.