Norbury Carpet Cleaners Terms and Conditions

These Terms and Conditions set out the basis on which Norbury Carpet Cleaners provides domestic and commercial carpet cleaning services in the UK. By making a booking, confirming an appointment, or allowing work to begin, the customer agrees to these terms. They are intended to create a clear understanding between the customer and the service provider regarding the booking process, payment arrangements, cancellations, liability, waste handling, and the law that applies to the contract. If any part of these terms is not understood, the customer should review them carefully before booking.

The expression “we”, “us”, or “our” refers to Norbury Carpet Cleaners, and “you” or “your” refers to the customer, whether acting as a homeowner, tenant, landlord, facilities manager, or business representative. These terms apply to all carpet cleaning services supplied by us unless a separate written agreement states otherwise. In the event of inconsistency, any specific written quotation or service order will take priority over these general terms to the extent of the inconsistency.

We aim to provide a professional carpet cleaning service with reasonable care and skill, using methods and products suitable for the agreed work. However, carpets and soft furnishings vary widely in condition, fibre type, age, and previous treatment. For that reason, the outcome of a clean may differ from item to item, and some marks, stains, or wear may not be removable even when best efforts are made. These Terms and Conditions should be read as part of the service contract and not as a guarantee of any particular result unless expressly agreed in writing.

Booking Process

Bookings may be requested by phone, email, online form, or other accepted communication method. A booking is only confirmed when we have accepted the request and provided a date, approximate arrival window, or other written confirmation. At the time of booking, you must provide accurate information about the areas to be cleaned, access conditions, parking restrictions, special stains, delicate materials, and any previous cleaning or treatment history that may affect the work. If the information provided is incomplete or misleading, we reserve the right to revise the quotation, alter the scope of work, or withdraw from the job where necessary.

All carpet cleaning bookings are subject to availability and may be accepted on the basis of preliminary information only. We may request photographs or further details before confirming the job. If the property or item to be cleaned differs materially from the description given at booking, we may need to amend the service plan or price on arrival. Any estimate or quotation is based on the facts available at the time and may change if the actual working conditions are different. For example, hidden damage, severe soiling, pet contamination, mould, or access difficulties may require additional labour, specialist products, or more time.

It is your responsibility to ensure that the premises are ready for cleaning at the agreed time. This includes providing safe access, moving fragile items where appropriate, and ensuring that electricity and water supplies are available if needed for the service. If the property is not ready, or if we cannot safely carry out the work because of conditions beyond our control, the appointment may be postponed or treated as a late cancellation. Any agreed arrival time is approximate and may vary due to travel conditions, previous jobs, or unforeseen operational issues. We will aim to communicate meaningful delays wherever practical.

Payments

Payment terms will be stated in the quotation, invoice, or booking confirmation. Unless agreed otherwise in writing, payment is due on completion of the work on the same day. We may accept card payment, bank transfer, cash, or another method that we specifically approve. The customer must ensure that payment can be made promptly and in full. Where a deposit is required, the booking may not be secured until the deposit is received. Any deposit may be non-refundable where cancellation is made too late or where we have incurred reasonable costs in preparing for the appointment.

All prices are quoted in pounds sterling and, unless stated otherwise, may be exclusive of VAT or other applicable taxes. If a quotation is based on a limited scope of work, any additional tasks requested at the property may result in extra charges. Such charges may arise where additional rooms, upholstery items, stain treatment, protective products, or extended drying assistance are required. We will normally explain any revised price before proceeding, but if immediate action is needed to complete the service safely or effectively, you authorise us to charge a reasonable additional amount for the work undertaken.

Late or failed payment may result in an administration charge, interest, or recovery costs to the extent permitted by law. Where payment is overdue, we reserve the right to suspend future services, withhold any non-essential follow-up work, or pass the debt to a third-party recovery provider. You remain responsible for all reasonable costs incurred in recovering unpaid amounts, including legal fees where recoverable. No set-off or deduction may be made unless agreed in writing or required by law.

Cancellations, Rescheduling, and Access Issues

You may cancel or reschedule a confirmed booking by giving us reasonable notice. If notice is received sufficiently in advance, no cancellation charge may apply. However, where cancellation occurs after we have allocated staff, reserved equipment, or travelled to the site, we may charge a cancellation fee that reflects the loss of time and costs incurred. If you are not present at the agreed time, do not provide access, or otherwise prevent us from carrying out the work, this may be treated as a late cancellation or failed appointment.

We also reserve the right to cancel or reschedule a booking where circumstances beyond our control make it impractical, unsafe, or unlawful to proceed. This may include severe weather, vehicle breakdown, staff illness, emergency call-outs, utility failure, dangerous premises, or other operational disruptions. In such cases, we will aim to offer an alternative appointment within a reasonable time. Our liability for cancellation in these circumstances is limited to the return of any payment received for the cancelled portion of the service, unless otherwise required by law.

If the cleaning cannot be completed because of unsafe access, aggressive behaviour, serious contamination, pest infestation, or conditions that pose a health and safety risk, our team may leave the site immediately. In these circumstances, the customer may still be charged for the time spent, travel, and any materials used. We will act reasonably and proportionately, but the safety of staff, property, and other persons will always take priority. Repeated failures to provide access or to comply with agreed arrangements may result in refusal of future bookings.

Service Standards and Customer Responsibilities

We will carry out the work with reasonable care and skill using methods appropriate to the material and condition of the carpet or fabric. The customer is responsible for informing us of any known risks, including colour fastness concerns, underlay issues, stains caused by chemicals, prior shrinkage, or fragile flooring. You must remove small personal items, ornaments, breakables, and valuables from the work area before we arrive. We may move light furniture where this can be done safely, but we are not obliged to move heavy, fixed, or specially installed items unless agreed beforehand.

The customer should also ensure that pets, children, and other occupants are kept clear of the work area during cleaning and drying. We may require windows to be opened, doors to remain accessible, or electrical sockets to be available where equipment requires them. If any part of the room is obstructed, we may clean only the accessible areas and charge accordingly. Norbury Carpet Cleaners will not be responsible for delays or reduced results caused by the customer’s failure to prepare the site properly or to follow reasonable instructions given on arrival.

Where pre-existing damage is present, including worn pile, loose seams, burns, tears, dye loss, water marks, or permanent staining, we will not be liable for deterioration that occurs because the item was already in a fragile condition. Any advice given by our staff on drying, aftercare, or maintenance is provided in good faith, but the customer remains responsible for following product instructions and using the property safely after the work is complete. If the carpet requires prolonged drying, the customer should avoid walking on it until it is reasonably dry.

Liability

We will not exclude or limit liability where it would be unlawful to do so, including liability for death or personal injury caused by our negligence, fraud, or fraudulent misrepresentation. Subject to that, we are not liable for indirect or consequential loss, loss of profit, loss of business, loss of opportunity, or any damage that is not reasonably foreseeable at the time the contract is formed. Our total liability arising from any service claim will be limited to the amount paid or payable for the specific service giving rise to the claim, except where a different limit is required by law.

Although we take care in selecting suitable cleaning methods, some carpets, rugs, and fabrics may react unexpectedly to water, detergents, agitation, heat, or pre-existing contamination. This may result in colour bleeding, fibre distortion, pile flattening, residual odour, or other changes that are outside our reasonable control. We are not responsible for adverse reactions caused by manufacturer defects, hidden damage, unsuitable materials, previous poor repairs, or undeclared treatments. If you ask us to proceed despite a known risk, you accept that risk to the extent permitted by law.

Any claim for loss or damage must be reported to us as soon as reasonably practicable and, in any event, within a reasonable time after discovery. You should preserve the item and provide photographs, receipts, and other relevant evidence if requested. We may inspect the item or arrange for a further assessment before deciding whether any remedy is appropriate. If a complaint is found to be valid, our preferred remedy may be a repeat clean, a partial refund, or another reasonable solution at our discretion, subject always to your statutory rights.

Waste Regulations and Environmental Handling

We operate in accordance with applicable UK waste and environmental rules when disposing of wastewater, disposable cloths, packaging, and other service-related waste. Any waste created as part of the cleaning process will be handled responsibly and, where practicable, recycled or disposed of through lawful channels. We will not knowingly discharge hazardous substances, contaminated residues, or prohibited materials into drains, watercourses, or any location where disposal would breach environmental requirements. The customer must not ask us to dispose of materials in a way that would violate applicable law.

Where a property contains contaminated waste, bodily fluids, excessive pet waste, mould, chemicals, or other hazardous matter, additional controls may be required and the service may fall outside standard carpet cleaning. We reserve the right to refuse work that would expose staff to unreasonable risk or that would require specialist licensing, equipment, or disposal arrangements beyond our standard service. If we agree to proceed, any extra handling, protective gear, containment, or disposal charges will be discussed where reasonably possible and may be added to the invoice.

The customer remains responsible for the lawful storage and disposal of items that are removed from the premises and not expressly taken away by us. Unless specifically agreed in writing, we do not remove household waste, large furnishings, or bulk items. Any waste generated by our work remains under our control only for the period necessary to complete the service and arrange lawful disposal. If you require documentation relating to specialist disposal, we will provide it where available and where not prohibited by our arrangements with third-party waste handlers.

Complaints and Remedies

If you believe the service has not been provided as agreed, you should notify us promptly so the issue can be considered while the work is still recent and any relevant conditions can be reviewed. We may ask for photographs, a description of the issue, and an opportunity to inspect the affected area. Claims raised long after completion may be difficult to verify, especially where the carpet has been walked on, cleaned by another party, or exposed to new spills or damage. We will always aim to deal with concerns fairly and in line with the Consumer Rights Act 2015 and other applicable UK consumer law.

Where a fault is established, we may decide to re-clean the affected area, provide a partial refund, or offer another remedy that is reasonable in the circumstances. We are not obliged to provide a remedy for matters outside our control, for issues caused by the customer, or for natural wear and tear. Any goodwill adjustment made by us does not amount to an admission of liability and does not waive these Terms and Conditions unless we expressly confirm that in writing.

Nothing in these terms affects your statutory rights as a consumer. If the service is supplied to a business customer, different legal standards may apply, but our core obligations regarding care, reasonable quality, and lawful conduct remain in force. Where a term is found to be unenforceable, the remainder of the contract will continue to apply to the fullest extent permitted by law.

Governing Law

These Terms and Conditions, and any non-contractual disputes or claims arising from or connected with them, are governed by the laws of England and Wales. The courts of England and Wales will have exclusive jurisdiction over any dispute that cannot be resolved amicably between the parties. If the customer is based in Scotland or Northern Ireland, mandatory local consumer rights may still apply where required by law, but the governing law of the contract remains as stated unless otherwise agreed in writing.

We may update these terms from time to time to reflect changes in law, operational practice, or service structure. The version in force at the time of booking will apply to that booking unless a later change is agreed by both parties in writing. The customer should keep a copy of the quotation or confirmation for reference. By proceeding with a booking, you confirm that you have read, understood, and agreed to be bound by these Terms and Conditions for carpet cleaning services provided by Norbury Carpet Cleaners.