Dartmouth Park Carpet Cleaners Terms and Conditions

These Terms and Conditions set out the basis on which Dartmouth Park Carpet Cleaners provides domestic and commercial cleaning services in the UK. By making a booking, you agree to be bound by the terms below, which are intended to protect both the customer and the service provider and to ensure that each carpet cleaning appointment is carried out safely, fairly and efficiently. These terms apply to all carpet cleaning services, including stain treatment, deep cleaning, deodorising, upholstery-adjacent fabric work where agreed, and any related add-on services confirmed at the time of booking.

Throughout this document, references to “we”, “us” and “our” mean Dartmouth Park Carpet Cleaners, while references to “you” and “your” mean the person or business purchasing or arranging the service. These terms are designed for UK consumers and business customers and should be read together with any written quotation, booking confirmation, pre-service instructions, or agreed service notes. If any inconsistency arises, the written booking confirmation and any special conditions agreed for that appointment will take precedence over general wording in these Terms and Conditions.

Please read these terms carefully before confirming a booking. By proceeding, you acknowledge that carpet cleaning can involve the use of water, detergents, agitation tools, heat, extraction machinery, and stain-removal agents, all of which may affect different carpet fibres and finishes in different ways. While we take reasonable care to deliver a professional service, outcomes may vary depending on the condition, age, material, and prior treatment of the carpet. Our services are provided subject to the limitations and exclusions set out below.

1. Booking Process

A booking is only considered confirmed once we have accepted the job and provided a written or digital confirmation. A request for an estimate, a quote, or a proposed appointment slot does not by itself create a binding contract. We may require details such as the size of the area, fibre type, level of soiling, access conditions, parking restrictions, and any known stains or odours before confirming the appointment. Where necessary, we may issue a provisional estimate, which can be adjusted if the actual work required differs from the information initially supplied.

You must ensure that all information supplied during the booking process is accurate and complete. This includes, where relevant, whether the premises are residential or commercial, whether pets are present, whether special access arrangements are needed, and whether there are any health and safety concerns. If the information provided is incorrect or incomplete, we may revise the price, modify the service, or cancel the appointment if the service cannot be safely or properly performed. We reserve the right to refuse a booking where the property conditions are unsuitable or where the requested work falls outside our normal service scope.

Access, preparation and customer responsibilities

You are responsible for ensuring that we have safe, timely and unobstructed access to the property at the agreed time. This includes arranging entry, moving fragile items if required, securing pets, and removing small objects, personal belongings or obstacles from the cleaning area unless we have agreed otherwise in writing. If furniture moving is included, only standard, movable items will be handled, and we may decline to move heavy, fixed, unstable, valuable or hazardous items. The customer remains responsible for securing valuables and sensitive items before the appointment begins.

2. Service Delivery and Site Conditions

We will use reasonable skill and care in delivering carpet cleaning services, but the nature of the work means that some carpets may require tailored treatment, and no specific result can be guaranteed. Existing wear, fibre distortion, colour variation, dye instability, previous chemical damage, backing issues, or poor installation can affect the final appearance. In some cases, stains may lighten but not disappear completely, and odours may be reduced without being fully eliminated. We may decline to use a method or solution if we believe it could cause damage or if the carpet type is unsuitable for the requested process.

You acknowledge that drying times are influenced by ventilation, humidity, temperature, carpet construction and prior saturation. We may provide estimated drying times, but these are indicative only and not guaranteed. It is your responsibility to avoid walking on cleaned areas until they are suitably dry, or to take reasonable precautions such as using clean footwear or protective coverings if immediate access is unavoidable. We accept no responsibility for temporary marks caused by foot traffic, furniture replacement, or contact with items placed on damp carpet before drying is complete.

If during the appointment we identify issues that may affect the safety or quality of the work, such as water leaks, loose seams, exposed electrics, severe infestation, mould, or evidence of contamination, we may pause or stop the service. In such cases, we will act reasonably and may consult with you before continuing. Additional work, extended treatment, or specialist remediation requested during the appointment may be treated as a separate chargeable service, subject to availability and agreement. We are not obliged to perform work that we consider unsafe, unlawful, or technically unsuitable.

3. Payments and Charges

Prices are normally based on the type and size of the area to be cleaned, the level of contamination, any specialist stain treatment, and any agreed extras. Unless otherwise stated, quoted prices are inclusive of standard labour and commonly used materials, but they may exclude parking fees, congestion-related charges, access complications, or special disposal costs where applicable. Any price given before inspection is an estimate only, unless expressly stated to be fixed. We will notify you as soon as reasonably practical if the scope changes in a way that affects the final cost.

Payment is due on completion of the service unless a different payment schedule has been agreed in writing. We may accept bank transfer, card payment, or other approved methods, subject to availability and processing requirements. Where an invoice is issued, it must be paid by the due date stated on the invoice. We reserve the right to request a deposit or advance payment for larger bookings, repeat commercial work, or appointments involving significant preparation. If a deposit is taken, it may be non-refundable in line with the cancellation terms below, where the appointment is missed or cancelled late.

If payment is not made on time, we may charge reasonable late-payment interest and recovery costs permitted under UK law. For business customers, this may include statutory interest and fixed compensation under the Late Payment of Commercial Debts (Interest) Act 1998, where applicable. You are not entitled to withhold payment for completed work unless there is a genuine and substantiated dispute relating directly to the service provided. Any dispute over charges must be raised promptly, and you must continue to pay any undisputed amount by the due date.

4. Cancellations, Rescheduling and Missed Appointments

You may cancel or reschedule an appointment by giving us reasonable notice. Unless a different notice period is stated at the time of booking, cancellations made more than 48 hours before the appointment time will generally not incur a charge. Cancellations made within 48 hours of the appointment may be subject to a cancellation fee, especially where time has been reserved exclusively for your booking or where preparation has already begun. Where a deposit was taken, it may be retained to reflect administrative and scheduling costs.

If you are not available at the agreed time, if access cannot be gained, or if the property is not ready for the service to proceed, this may be treated as a late cancellation or failed appointment. In such circumstances, we may charge a call-out fee, wasted journey fee, or the agreed minimum service amount, depending on the circumstances and the costs incurred. We will act reasonably when deciding whether a fee applies, but we are under no obligation to wait beyond a practical period if doing so would disrupt subsequent appointments.

Our right to cancel or postpone

We may cancel, postpone or reschedule a booking if necessary due to staff illness, equipment failure, severe weather, unsafe site conditions, failure of access, suspected fraud, non-payment issues, or any event beyond our reasonable control. Where possible, we will provide notice and offer an alternative appointment. If we cancel for reasons within our control before the work starts, and you have already paid for the service, we will refund the relevant amount for the unperformed service. We are not liable for indirect losses caused by a postponement, such as loss of business, inconvenience or alternative accommodation costs.

5. Liability and Limitations

We will exercise reasonable care and skill in accordance with the Consumer Rights Act 2015 where applicable and other relevant UK legislation. However, our liability is limited to direct loss or damage that is a foreseeable consequence of our breach of contract or negligence. We do not exclude liability for death or personal injury caused by our negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be excluded or limited under UK law. Subject to these mandatory protections, we are not responsible for losses that are indirect, incidental, or consequential.

We are not liable for pre-existing damage, hidden defects, weakened fibres, colour loss caused by prior cleaning or treatment, shrinkage linked to unsuitable materials, or any issue caused by age, wear and tear, or manufacturing faults. Where you request a method against our recommendation, you accept responsibility for the risk involved to the extent permitted by law. We are also not responsible for damage caused by items left on the carpet, undisclosed hazards, leaks, infestations, or faults in the premises that are outside our control. It is your responsibility to disclose known problems before the service begins.

If damage is alleged, you must notify us as soon as reasonably possible and provide a fair opportunity to inspect the area before any remedial action is taken. We may request photographs, descriptions, or other evidence to assess the matter. If we accept that we are responsible, our obligation will normally be limited to repairing the damage, re-cleaning the affected area, or paying a reasonable amount not exceeding the cost of the original service or the direct loss caused, whichever is lower, subject always to mandatory legal rights.

6. Waste Regulations and Environmental Handling

We aim to handle waste and wastewater in a responsible manner and in line with applicable UK environmental and waste disposal rules. During carpet cleaning, waste may include removed debris, extracted soil, used cloths, spent packaging, or contaminated cleaning residues. Where waste is produced as part of the service, we will manage it in a lawful and environmentally conscious way. You agree that any items identified as waste during the work may be removed, contained, or disposed of appropriately if that forms part of the agreed service or is necessary to complete the job safely.

We are not obliged to remove hazardous waste, sharps, bodily fluids, chemical containers, asbestos-related materials, or other regulated waste unless specifically agreed and lawfully permitted. If we encounter materials that may be classified as controlled, hazardous or contaminated waste, we may suspend the service and ask for further instruction. Any additional handling, specialist collection or disposal arising from such waste may be charged separately. You must disclose any relevant waste-related concerns in advance so that we can determine whether the work can be carried out safely and lawfully.

Where wastewater or contaminated residue must be disposed of, we will do so through appropriate means and in accordance with local facility and regulatory requirements. You must not ask us to dispose of items unlawfully or to ignore any requirement that would place us in breach of environmental rules. If disposal of customer-supplied waste is requested and accepted, you remain responsible for the accuracy of the description of those materials and for any legal implications arising from misleading information. We reserve the right to decline any waste-handling request that could create environmental or regulatory risk.

7. Customer Duties, Claims and Disputes

You must inspect the cleaned areas promptly after completion and raise any concerns within a reasonable time. If you wait an extended period before reporting a problem, it may be more difficult to establish what caused it, and we may not be able to verify the condition of the carpet at the time of service. Nothing in these terms affects your statutory rights as a consumer, including rights relating to services not performed with reasonable care and skill. However, those rights do not entitle you to a remedy for issues caused by third parties, subsequent use, or environmental conditions after completion.

Any complaint should be described clearly and supported with relevant information where possible. We may ask for photographs, dates, or an opportunity to revisit the property if that is a reasonable way to assess the issue. We reserve the right to inspect the relevant area before any refund, reduction, or remedial action is agreed. A re-clean, partial refund or other remedy may be offered at our discretion where appropriate and lawful, but this will not be automatic and will depend on the facts, the nature of the issue, and the extent to which the service met the agreed specification.

Nothing in these Terms and Conditions limits your rights under the Consumer Rights Act 2015, the Consumer Contracts Regulations 2013 where applicable, or any other mandatory UK consumer protection legislation. If you are contracting as a business, you confirm that you have authority to bind the business and that the service is purchased for business purposes where stated. Business customers agree that, to the maximum extent permitted by law, any dispute will be handled without recourse to consequential loss claims, loss of profit claims, or similar indirect losses.

8. Governing Law

These Terms and Conditions, and any dispute or claim arising from them or in connection with them, shall be governed by and interpreted in accordance with the laws of England and Wales. If you are a consumer resident in Scotland or Northern Ireland, you may also benefit from any mandatory protections available under the law of your home jurisdiction, and nothing here removes those rights where they cannot lawfully be excluded. The courts of England and Wales shall have non-exclusive jurisdiction over disputes, subject to any mandatory consumer jurisdiction rules.

If any provision of these terms is found to be unlawful, invalid or unenforceable, that provision shall be read down or severed to the minimum extent necessary, and the remainder of the terms shall continue in full force. No delay or failure by us to enforce any right or remedy shall operate as a waiver of that right or remedy. Any variation to these terms must be agreed in writing. By confirming a booking with Dartmouth Park Carpet Cleaners, you acknowledge that you have read, understood and accepted these Terms and Conditions in full.