Terms and Conditions for Old Oak Common Carpet Cleaners

These Terms and Conditions set out the basis on which Old Oak Common Carpet Cleaners supplies domestic and commercial carpet cleaning services, together with related upholstery, rug, stain treatment, deodorising, and other fabric care services (collectively, the Services). By placing a booking, confirming an appointment, or allowing work to begin, the customer agrees to be bound by these terms. These conditions are designed to create a clear agreement between the customer and the service provider so that each party understands the process, pricing, responsibilities, and limitations that apply to a carpet cleaning service.

The terms below apply whether the service is booked for a one-off clean, a recurring visit, or an additional treatment requested during an appointment. They should be read carefully before any carpet cleaning appointment is made. If any part of these terms is not clear, the customer should raise the issue before confirming the booking. Any variation to these terms must be agreed in writing and will apply only where specifically confirmed. No verbal statement, estimate, or representation will override these written terms unless expressly agreed in writing by the company.

In these terms, references to “we,” “us,” or “our” mean Old Oak Common Carpet Cleaners, and references to “you” or “the customer” mean the person, business, landlord, tenant, managing agent, or other entity requesting the Services. A booking may be made by a customer on behalf of another occupier or property owner, but the person making the booking confirms they have the authority to do so and accepts responsibility for payment and cooperation with the appointment.

Booking Process. A booking is not confirmed until we have accepted the request and provided a clear appointment date or time window. We may request details about the type of carpet, floor area, room count, fibre content, stain history, access conditions, and any special treatment required. This information helps us prepare appropriately for the carpet cleaning service and decide whether additional equipment, products, or staff are needed. Where a quotation is based on information provided by the customer, it may be amended if the actual circumstances are materially different when we attend.

We aim to provide accurate quotations, but any estimate is based on the details supplied at the time of booking. If the customer changes the service scope, adds rooms, requests extra stain removal, or asks for work beyond the original quotation, we may revise the price accordingly. We reserve the right to decline a job if, on arrival, the property conditions, hazards, contamination, infestation, or access restrictions make the work unsafe, impractical, or unsuitable for the equipment available. In such cases, a call-out charge or cancellation fee may still apply where reasonable.

Customer responsibilities before the appointment include removing fragile items, securing valuables, ensuring suitable access, and informing us of any known issues such as damp, weak flooring, hidden damage, persistent odours, or previous treatment attempts. If furniture must be moved, the customer should tell us in advance. We will take reasonable care when working around furnishings, but we are not responsible for shifting heavy, fixed, built-in, or unsafe items unless this has been specifically agreed. The customer should also ensure that children and pets are kept away from the working area during the service.

Payments and pricing. Unless otherwise agreed, payment is due on completion of the Service on the day of the appointment. We may accept card payment, bank transfer, or another method agreed in advance, but we are not obliged to accept cash or delayed payment unless previously confirmed. Where an invoice is issued, payment must be made by the due date stated on the invoice. Any sums overdue may be subject to reasonable late-payment charges, recovery costs, or interest to the extent permitted by law. Prices are normally quoted inclusive of labour and standard cleaning materials unless clearly stated otherwise.

All charges are based on the information available at the time of quotation. Additional work, deep soil extraction, heavy stain treatment, odour neutralisation, sanitisation, or treatment of specialist fabrics may incur extra cost. If the customer requests a change during the visit, we will explain any pricing adjustment before proceeding where reasonably practicable. Unless a price has been fixed in writing, the final amount may vary according to the actual area cleaned, the level of contamination, and the time required to complete the work safely and effectively. VAT, if applicable, will be charged in accordance with prevailing law.

Promotions, discounts, or special offers may be withdrawn or changed at any time before booking confirmation. They do not apply retrospectively unless expressly stated. A quotation is valid only for the period stated in it, or if no period is stated, for a reasonable time based on market conditions and availability. Any deposit taken is used to secure the booking and may be deducted from the final price. Where a deposit is paid, the remaining balance becomes due at the end of the appointment unless a different payment arrangement has been agreed in writing.

Cancellations and rescheduling. If you need to cancel or change your booking, you should notify us as soon as possible. Where reasonable notice is given, we will usually try to reschedule the carpet cleaners appointment to another available slot. However, if cancellation occurs at short notice, if access is denied on arrival, or if the property is not ready for the work to proceed, we may charge a cancellation fee to cover lost time, travel, and preparatory costs. The amount of any such fee will be reasonable and proportionate to the loss incurred.

We may cancel or postpone an appointment due to circumstances beyond our control, including severe weather, staff illness, equipment failure, transport disruption, safety concerns, or events that make performance impossible or unsafe. In these circumstances, we will use reasonable efforts to offer a new appointment. We will not be liable for any indirect loss caused by a postponement where the delay results from events outside our reasonable control. If we have to cancel permanently and no alternative can be arranged, any advance payment relating to the cancelled appointment will be refunded for the undelivered portion of the Service.

Consumer cancellation rights. Where a booking is made at a distance or off-premises, certain consumer cancellation rights may apply under UK law. If the customer asks us to begin services within the cancellation period, the customer agrees that work may commence before the cancellation period expires and acknowledges that an amount may be payable for the work carried out up to the point of cancellation. Once the Service has been fully performed, cancellation rights may no longer apply if the customer has expressly requested early performance and acknowledged any resulting loss of cancellation rights where the law permits this.

Service standards and limitations. We will use reasonable skill and care in providing the Services and will aim to achieve the best practical result for the condition of the carpet or fabric being treated. However, cleaning outcomes can never be guaranteed. Results depend on fibre type, age, wear, prior cleaning, staining agents, water damage, hidden contamination, and the suitability of the material for wet or dry cleaning processes. Some stains may be permanent, may reappear after drying, or may only partially respond to treatment. We do not promise complete removal of every mark, odour, or discolouration.

The customer acknowledges that carpet cleaning may produce unavoidable variations in appearance, texture, pile direction, or drying time. Pre-existing damage, sun fading, crushing, colour loss, seam weakness, shrinkage, or delamination may become more visible after cleaning even where care is taken. We are not responsible for outcomes arising from pre-existing conditions, unsuitable materials, or the customer’s failure to disclose relevant information. Where we advise that a material is not suitable for a requested process, the customer accepts the risk of proceeding against that advice and agrees that any resulting deterioration is at their own risk.

We may refuse to use certain chemicals or methods where we believe they are unsuitable, unsafe, or likely to cause harm. We may also alter the cleaning approach on site if conditions require it. Any estimated drying time is approximate only and depends on ventilation, humidity, fibre density, temperature, and the amount of soil removed. The customer should keep the cleaned area ventilated and avoid walking on damp areas where possible. Protective shoe covers or temporary barriers may be used where appropriate, but drying remains a natural process that cannot be precisely controlled.

Liability and insurance. Nothing in these terms limits or excludes liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be limited or excluded. Subject to that, we shall not be liable for indirect, incidental, special, or consequential loss, including loss of profit, loss of business, loss of enjoyment, or loss arising from a missed appointment or delayed drying where such loss was not reasonably foreseeable at the time of contracting. Our total liability for any claim arising out of a Service will, to the maximum extent permitted by law, be limited to the amount paid or payable for the relevant Service.

We will take reasonable care while working in the property, but the customer is responsible for protecting or removing items of value, fragile fittings, loose ornaments, electrical equipment, and any item that may be damaged by water, movement, vibration, or ordinary cleaning activity. We are not liable for damage caused by pre-existing weakness, defective installation, normal wear and tear, hidden defects, or items that were already compromised before our attendance. Where a claim is made, the customer must notify us promptly and allow a reasonable opportunity to inspect the issue before repairs, disposal, or remedial work is carried out by anyone else.

Although we may carry insurance, insurance cover does not mean that every loss is recoverable. Each claim will be considered on its facts, and the customer must show that any alleged loss was directly caused by our negligence or breach of these terms. To the extent permitted by law, we will not be responsible for loss arising from inaccurate information supplied by the customer, failure to provide access, unsafe premises, or the presence of hazards not disclosed in advance. Any disclaimer or exclusion in these terms applies only so far as it is lawful and reasonable.

Waste regulations and disposal. We operate in line with applicable UK waste and environmental requirements when handling wastewater, disposable materials, used cloths, filters, and cleaning residues arising from the Service. We do not unlawfully discharge waste into drains, watercourses, or places where disposal would breach environmental controls. Where waste must be removed from the property, it will be handled and transported responsibly in accordance with relevant legal duties. The customer must not ask us to dispose of hazardous, medical, or prohibited waste unless this has been expressly agreed and lawfully arranged.

Some cleaning operations may generate contaminated residues, including heavily soiled water, extracts from sanitisation work, or materials contaminated by biological or chemical substances. Where such waste is present, the customer must disclose it before the appointment. We may decline or modify the Service if the waste presents a risk to health, safety, the environment, or our equipment. The customer is responsible for ensuring that any waste requiring specialist handling has been identified and that the property is safe for our attendance. We may charge additional fees if the work involves unusual disposal or decontamination arrangements.

We reserve the right to leave behind material that cannot lawfully or safely be removed by us under standard carpet cleaning procedures. The customer remains responsible for arranging specialist removal where required. If accidental spillage or release occurs due to pre-existing contamination or hidden waste, we may suspend work until the area is made safe. Where the law requires reporting, segregation, or documentation, the customer agrees to cooperate with reasonable instructions. Compliance with waste regulations is essential to the provision of responsible carpet cleaning services, and the customer must not interfere with lawful disposal practices.

Customer conduct, access, and authority. The customer must ensure that we have safe, timely, and unobstructed access to the premises at the agreed time. If the appointment is delayed because keys are unavailable, access is restricted, parking cannot be arranged, or the occupier is not present where presence is required, we may charge waiting time or a failed-visit fee. The customer confirms that they have the right to authorise work at the property and will obtain any landlord, managing agent, freeholder, tenant, or occupier consent needed for the Services to proceed. We will not be liable for disputes between third parties regarding the booking.

The customer must also ensure that the site is reasonably prepared. This includes moving small objects, disconnecting fragile devices where appropriate, and informing us of any known electrical, plumbing, or structural issues. We may refuse to continue if we consider the environment unsafe, if aggressive behaviour occurs, or if we are asked to work in a manner that would breach health and safety requirements. We reserve the right to leave the property if staff are exposed to abuse, harassment, or unsafe conditions, in which case full or partial charges may still apply for the time spent and any materials used.

Complaints and remedies. If the customer is dissatisfied with the Service, they must notify us within a reasonable time and, where possible, before the area is used extensively or altered by another party. This allows us the opportunity to inspect the issue and, where appropriate, provide a reasonable remedy such as re-cleaning a specific area or reviewing the work completed. We will not be responsible for claims made long after the Service where the condition of the carpet has materially changed. Any remedy will be at our discretion and in accordance with applicable law.

Force majeure. We will not be liable for failure or delay in performing the Services where the failure or delay is caused by an event outside our reasonable control, including but not limited to fire, flood, storm, pandemic restrictions, acts of government, labour disputes, transport disruptions, utility outages, or equipment shortages caused by supply chain issues. If such an event occurs, we may suspend performance for as long as necessary or cancel the affected booking if performance becomes impracticable. In such cases, the customer will be notified as soon as reasonably possible and any prepaid amount for undelivered Services will be dealt with fairly.

Data and privacy. Any personal information supplied for the purpose of making and managing a booking will be used only for legitimate business administration, service delivery, invoicing, records, and lawful compliance. We will take appropriate steps to protect personal data and to process it in line with applicable UK data protection law. The customer should provide only information necessary for the booking and service delivery. We will not use customer data for unrelated purposes unless permitted by law or consent has been obtained where required.

Governing law and jurisdiction. These Terms and Conditions, and any dispute or claim arising from them or the Services, shall be governed by and interpreted in accordance with the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction over any dispute that cannot be resolved amicably. If any provision of these terms is found to be invalid or unenforceable, the remaining provisions will continue in full force. These terms constitute the entire agreement between the parties concerning the Services and replace any earlier understandings relating to the same subject matter.