Terms and Conditions for Finchley Carpet Cleaners

These Terms and Conditions set out the basis on which Finchley Carpet Cleaners provides professional cleaning services to domestic and commercial customers in the UK. By making a booking, confirming an appointment, or allowing our team to begin work, you agree to be bound by these terms. Please read them carefully before instructing us to carry out any carpet, upholstery, rug, hard floor, or related cleaning service.

In these terms, references to “we”, “us”, and “our” mean Finchley Carpet Cleaners, and references to “you” or “the customer” mean the person, business, landlord, tenant, agent, or other party requesting the service. These terms apply to all standard service arrangements unless we have expressly agreed different conditions in writing.

We aim to provide a clear, fair, and professional service. However, cleaning results can vary depending on the age, condition, fibre type, construction, staining, previous treatment, and level of wear of the item or surface being cleaned. No promise or guarantee is made that every stain, mark, or odour can be fully removed. Any estimate of likely results is given honestly but remains an estimate only.

Booking Process

Bookings may be made by agreement through our normal scheduling process, subject to availability and confirmation by us. A booking is not binding until the appointment details, service type, and any key assumptions have been accepted by both parties. We may ask for details about access, parking, dimensions, materials, known stains, and previous cleaning history so that we can plan the work safely and accurately.

You must ensure that all information supplied when arranging a carpet cleaning service is complete and accurate. If material information changes before the appointment, you must tell us as soon as reasonably possible. This includes changes to access, service scope, item condition, or any special risks, such as fragile fibres, loose dye, pre-existing damage, infestations, excessive soiling, or dampness.

Where an estimate has been issued, it is based on the information available at the time. If the actual condition, size, or complexity of the job differs from what was described, we may revise the price or adjust the scope of work before starting. We may also refuse to proceed where the site conditions are unsuitable, unsafe, or materially different from those disclosed at booking.

Service Delivery

Our team will attend the property at the agreed time or within a reasonable arrival window. We will use suitable cleaning methods and products chosen according to the nature of the material and the type of contamination. The customer must ensure access to the premises, electricity, water, and working facilities as reasonably required for the service. If access is delayed or prevented, additional charges may apply.

You are responsible for moving or securing fragile, valuable, or obstructive items unless we have expressly agreed to do so as part of the service. While we may assist with light furniture movement at our discretion, we are not obliged to move heavy, fixed, hazardous, or high-value items. Any assistance we provide is done at your request and at your own risk unless loss or damage is caused by our negligence.

We may decline to clean items or areas that are likely to be damaged by the process, or where the risk of harm to the surface, occupants, or our operatives is unacceptable. Examples include unstable flooring, water-sensitive materials, unsafe electrical fixtures, or items already deteriorated through age or previous treatment. Where possible, we will explain our concerns and suggest alternative action, but we are not required to continue if doing so would be unsafe or inappropriate.

Payments and Charges

All prices are normally quoted in pounds sterling and may be stated inclusive or exclusive of VAT depending on the circumstances and any applicable tax treatment. The final charge will reflect the agreed service, any agreed extras, and any additional work requested on the day, provided that such work is permitted and accepted by us. Unless otherwise agreed in writing, payment is due on completion of the service.

We accept payment by the methods notified at the time of booking or invoicing. If a deposit, advance payment, or card pre-authorisation is required, we will make this clear in advance. Failure to pay on time may result in cancellation of future appointments, suspension of work, or referral for recovery action. You are responsible for any reasonable costs we incur in collecting overdue sums, to the extent permitted by law.

Finchley Carpet Cleaners reserves the right to charge extra where the work becomes more time-consuming due to undisclosed staining, contamination, restricted access, excessive furniture removal, repeated visits, or waiting time caused by the customer. Additional charges may also apply where we are asked to return to complete drying checks, re-treatment, or follow-up work that was not included in the original agreement.

Cancellations, Rescheduling, and Missed Appointments

You may cancel or reschedule a booking by giving reasonable notice. Where a booking is cancelled or moved at short notice, we may charge a cancellation fee to cover lost time, travel, and administrative costs, especially if the appointment had already been reserved for you. The exact fee, if any, will depend on the notice given and the circumstances of the booking.

If we arrive at the property and are unable to gain access, the customer is not present where required, or the work cannot proceed for reasons within your control, we may treat this as a late cancellation or failed appointment. In such cases, a call-out charge, cancellation fee, or full service charge may apply, depending on the time reserved and the loss incurred. We will act reasonably in assessing any such fee.

We may also reschedule or cancel an appointment where weather, traffic disruption, staff illness, equipment failure, supply issues, or other events outside our control make attendance impractical. If this happens, we will try to offer an alternative date. We will not be responsible for indirect losses arising from such changes, provided that we have acted reasonably and in good faith.

Customer Obligations

You must ensure that the property is reasonably prepared before the service begins. This includes removing small items, securing pets, providing access to all agreed areas, and informing occupants of any relevant safety requirements. The customer should also identify any sensitive electrical equipment, concealed hazards, or protected surfaces that may be affected by cleaning processes or moisture.

If there are stains, damage, or wear that you wish us to inspect, you should point these out before work begins. We will not be responsible for conditions that were hidden, not disclosed, or impossible to identify on inspection. Any request for stain removal, sanitisation, odour treatment, or fibre protection is subject to suitability, available methods, and the limitations of the material involved.

You agree not to request any service that would breach manufacturer instructions, product warnings, building rules, tenancy obligations, or any law. Where a professional recommendation is made to limit cleaning or avoid a particular method, that recommendation is based on our experience and assessment and should be followed unless you knowingly choose otherwise and accept the associated risk.

Liability and Limitations

We will carry out services with reasonable care and skill. If we fail to do so, we will assess the matter fairly and, where appropriate, may offer a re-clean, partial refund, or other reasonable remedy. Our liability will not exceed the value of the specific service provided, except where the law does not permit such limitation. Nothing in these terms limits liability for death or personal injury caused by negligence, fraud, or any other liability that cannot legally be excluded.

We are not responsible for pre-existing damage, latent defects, poor item construction, previous DIY treatment, colour instability, shrinkage, or deterioration caused by age or wear. Some materials may respond unpredictably to moisture, agitation, heat, chemicals, or extraction methods, and we cannot guarantee that a surface will remain unchanged. Any risk factors identified during inspection may lead us to restrict the cleaning method or stop the job entirely.

We are not liable for indirect or consequential losses, including loss of earnings, loss of business, inconvenience, or emotional distress, except where such exclusions are not allowed by law. If any item is shown to have been damaged by our proven negligence, our liability will be assessed in light of the item's age, condition, depreciation, and repairability. Where repair is not reasonable, compensation will ordinarily be limited to a fair replacement value reflecting wear and use.

Waste Regulations and Environmental Practices

We comply with applicable UK waste handling and environmental rules when removing waste water, sludge, disposable materials, packaging, and other residue generated during our work. We will dispose of waste responsibly and in a lawful manner, using appropriate drainage, collection, or transfer arrangements as required. We will not knowingly discharge harmful substances or contaminated waste in a way that breaches environmental controls.

You must tell us about any unusual contamination before work starts, including biohazards, pest-related contamination, chemicals, bodily fluids, mould, or other hazardous substances. If such materials are present, we may refuse the job, adjust the cleaning method, or require specialist treatment. We are not licensed to deal with every category of hazardous waste, and we may stop work if the site conditions create a health, safety, or compliance concern.

Where goods, packaging, or removable debris are taken away as part of the service, they remain subject to lawful disposal arrangements and may not be reclaimed after removal unless we agree otherwise in advance. Any product residues or cleaning chemicals used on site will be applied and stored in accordance with relevant safety guidance. The customer should keep children and pets away from treated areas until they are dry and safe to use.

Complaints and Rework

If you are dissatisfied with any aspect of the service, you should notify us within a reasonable time after completion so that we can review the issue promptly. We may ask for photographs, item details, or a chance to inspect the affected area. Where a complaint is justified, we will decide on an appropriate response, which may include a partial re-clean or another reasonable remedy.

Complaints will not normally be upheld where the issue arises from pre-existing wear, inadequate preparation, unsuitable materials, re-soiling after the job, or failure to follow aftercare advice. Some stains and odours may only be reduced rather than fully removed. A result that is technically achievable may still vary across the treated surface due to shading, pile direction, or differences in material composition.

Any agreed follow-up work must be limited to the original issue and must be arranged within a reasonable timeframe. If access is refused, if the item has been further used, or if the customer has attempted their own treatment after the original service, we may decline further action. This does not affect any rights you may have under law, which remain separate from these contractual terms.

Governing Law

These Terms and Conditions, and any dispute or claim arising out of or in connection with them, are governed by the law of England and Wales. If any part of these terms is found to be unlawful, invalid, or unenforceable, that part shall be interpreted as closely as possible to the original intention, and the remaining provisions shall continue in full force.

Nothing in these terms is intended to affect your statutory rights under UK consumer law where applicable. If a dispute cannot be resolved through normal communication, either party may pursue the matter through the appropriate courts of England and Wales, subject to any mandatory legal requirements. We encourage all parties to act reasonably and to seek an amicable resolution first.

By proceeding with a booking, you confirm that you have read, understood, and agreed to these terms for Finchley Carpet Cleaners. These terms may be updated from time to time, and the version in force at the time of booking will apply to the service in question unless otherwise agreed in writing.