Blackwall Carpet Cleaners Terms and Conditions

These Terms and Conditions set out the basis on which Blackwall Carpet Cleaners provides domestic and commercial carpet cleaning, upholstery cleaning, rug cleaning and related specialist cleaning services in the UK. By making a booking, confirming an appointment, or allowing our operatives to begin work, the customer agrees to these terms. Please read them carefully before placing a booking. They are intended to be clear, fair and consistent with applicable UK consumer law and business practice.

In these Terms and Conditions, references to “we”, “us” and “our” mean Blackwall Carpet Cleaners. References to “you” and “your” mean the customer, client, occupier, landlord, tenant, managing agent, business customer or other person requesting the services. Where a booking is made on behalf of another person, the person placing the booking confirms that they have authority to accept these terms on that person’s behalf.

These terms apply to all carpet cleaning services unless a separate written agreement states otherwise. Any quotation, estimate, booking confirmation or service note forms part of the agreement between the parties only to the extent that it does not conflict with these Terms and Conditions. If there is any inconsistency, these terms will prevail unless we expressly agree otherwise in writing.

1. Booking Process

Bookings may be made by phone, email, online enquiry form or any other method we may offer from time to time. A booking is not confirmed until we have accepted it and, where required, received any deposit or pre-authorisation requested. We may ask for details including the property type, floor area, fabric type, access arrangements, parking restrictions, stain history, pet exposure and any other information needed to assess the work properly. You must provide accurate and complete information. If the information provided is incomplete or incorrect, we may revise the quotation, adjust the service scope, or decline the booking.

A quotation is generally based on the information you provide and, where applicable, a visual inspection. Quotes are usually valid for a limited period and may be withdrawn or amended if the scope of work changes, the condition of the items differs from what was described, or there is a significant delay between quotation and service date. Any estimated time for arrival or completion is approximate only. We will make reasonable efforts to attend on the agreed date, but time is not of the essence unless we confirm otherwise in writing.

2. Customer Responsibilities Before the Visit

You must ensure that the area to be cleaned is ready for service. This includes removing fragile items, valuables, ornaments, electrical items, loose objects and any personal belongings that could be damaged or obstruct access. We are not responsible for moving heavy furniture, fitted appliances, unsecure items or fixtures unless agreed in advance. If furniture movement is included, it may be limited to items that can be moved safely and without risk of damage. We may refuse to move items that are unsafe, excessively heavy or likely to cause harm.

You are responsible for ensuring suitable access to the property, including entry permissions, lift access, parking arrangements and any security requirements. Where parking charges, congestion charges, tolls or similar costs apply, these may be added to your invoice if they are incurred in connection with the visit. You must also ensure that there is access to water, electricity and a safe working environment. If the property is not adequately prepared, we may need to reschedule or charge for wasted attendance time.

3. Payment Terms

Unless agreed otherwise in writing, payment is due on completion of the work and must be made using the methods we accept at the time of service. For larger jobs, commercial work, end-of-tenancy work or bookings involving specialist equipment, we may request a deposit, part-payment or advance payment before attendance. All prices are stated in pounds sterling and may be subject to VAT where applicable. Any estimate or quotation will specify whether VAT is included or added separately.

We may charge additional sums where the work required differs from the original description, where extra rooms, items or treatments are requested on site, or where unforeseen conditions make the work more time-consuming. Examples include severe soiling, pet contamination, large stain removal efforts, flood-related residue, inappropriate fabric care history or restricted access that increases labour. Additional charges will be explained where reasonably possible before the extra work is carried out. If immediate extra work is needed to complete the service safely or effectively, you authorise us to proceed on a reasonable charge basis.

Late payment may result in administration charges, statutory interest and recovery costs where permitted by law. We reserve the right to suspend further services, withhold non-essential documentation or refer overdue accounts for collection if payment is not received by the agreed deadline. Title to any goods supplied by us, if any, remains with us until paid for in full.

4. Cancellations, Rescheduling and No-Access

You may cancel or reschedule a booking by giving us reasonable notice. Where a cancellation occurs with insufficient notice, we may charge a cancellation fee to cover administration, reserved labour and lost appointment time. The amount charged will be fair and proportionate to the loss incurred. If a deposit has been paid, it may be retained in part or in full against cancellation costs where permitted by law and where we have already allocated resources to your booking.

If our operative arrives at the property and is unable to gain access, cannot safely commence work, or is prevented from carrying out the service because of a factor within your control, we may charge a call-out fee or wasted attendance fee. Examples include incorrect address information, no one being available to provide access, unsuitable parking restrictions not disclosed in advance, lack of utilities, unsafe conditions, or refusal to proceed once attendance has been made. If we have to leave and return on another day due to customer-side issues, an additional attendance charge may apply.

5. Service Standards and Limitations

We will use reasonable skill and care in providing carpet cleaning services, but results can never be guaranteed in all cases. Cleaning outcomes depend on carpet age, fibre type, wear, previous treatments, dye stability, underlying contamination and environmental factors. Some stains, odours, marks, shading or texture changes may be permanent or may improve only partially. We do not guarantee complete stain removal, restoration of pile, colour correction or elimination of all odours, especially where damage has been caused by bleach, urine, floodwater, burns, heavy traffic, moth activity or prior incorrect cleaning products.

Where we provide advice about drying times, aftercare, ventilation or re-use of the area, you should follow that advice carefully. We are not responsible for damage caused by premature use, inadequate ventilation, re-soiling, furniture transfer staining, or use of unsuitable cleaning agents by you or any third party after completion. If you ask us to clean delicate, antique, untreated, hand-woven, natural fibre or otherwise sensitive items, you accept that such items involve elevated risk. We may decline to clean certain items if we consider the risk unacceptable.

Blackwall Carpet Cleaners may also refuse to apply a treatment or use a product if it would, in our reasonable opinion, be unsafe, ineffective or likely to damage the item or surrounding surfaces. If you insist on a method contrary to our professional recommendation, we may refuse the instruction or ask you to confirm in writing that you accept the risk. This does not affect any non-excludable rights you may have under law.

6. Liability

We are responsible for loss or damage caused by our negligence, breach of contract, or failure to use reasonable care and skill, subject to the limitations in these Terms and Conditions and any rights you have under law. Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot lawfully be excluded.

Our liability for loss or damage arising from a service event will generally be limited to the amount paid or payable for the particular service giving rise to the claim, except where a different limit is required by law. We will not be liable for indirect, special or consequential losses, including loss of profit, loss of opportunity, business interruption, emotional distress or loss of enjoyment, except where such exclusion is not permitted. We are also not liable for pre-existing damage, hidden defects, wear and tear, deterioration, structural issues or faults in the property or items being cleaned.

If you believe we have caused damage, you must notify us as soon as reasonably possible and in any event within a reasonable time after discovering it. You must give us a chance to inspect the alleged damage and, where appropriate, to remedy the issue. We may request photographs, access to the area and any relevant information. Any attempt by you to arrange repair or replacement before giving us a fair opportunity to inspect may affect the outcome of a claim. Claims made long after completion may be harder to verify and may not be accepted if the circumstances cannot be properly assessed.

7. Waste, Disposal and Environmental Compliance

We will comply with applicable UK waste regulations when removing or disposing of waste arising from our service, including used consumables, packaging and cleaning residues that we are responsible for handling. Any waste generated by our process will be managed in a lawful and responsible manner. We will not knowingly dispose of hazardous or controlled waste in a way that breaches environmental law. If waste must be separated, contained or handled as special waste, we may charge an additional fee for compliant processing.

You remain responsible for household, commercial or hazardous waste that is not created by us, including unwanted belongings, general property waste, sharps, contaminated materials or items that require specialist disposal. Where we reasonably believe that a site contains hazardous substances, biological contamination, mould, asbestos, chemicals or other regulated materials, you must disclose this before the appointment. We may refuse to work in such conditions or require additional safeguards. We are not licensed to carry out specialist hazardous waste services unless expressly stated in writing.

If cleaning generates wastewater, residue or removed matter that must be collected, contained or diluted, we will take reasonable steps to prevent unlawful discharge and to protect drains, surfaces and the surrounding environment. You agree not to instruct us to dispose of anything in a way that would breach environmental, waste or health and safety law. If compliance with waste or environmental regulations causes extra time or cost, we may pass that cost on to you where it is reasonable to do so and consistent with law.

8. Complaints, Force Majeure and Governing Law

If you are unhappy with any aspect of the service, you should contact us promptly and provide full details so we can investigate. We aim to resolve issues fairly and efficiently. Where appropriate, we may offer a re-clean, adjustment, partial refund or another reasonable remedy. Any remedy will be assessed in light of the facts, the nature of the complaint and the extent to which we have been given an opportunity to put matters right.

We are not liable for delay or failure to perform our obligations where the delay or failure is caused by events beyond our reasonable control. Such events may include severe weather, traffic disruption, illness, accidents, strikes, supply failures, industrial action, fire, flood, acts of government, utility outages, emergency incidents or other unforeseen circumstances. If a force majeure event occurs, we will try to rearrange the appointment or otherwise minimise disruption, but we will not be responsible for losses caused by such events to the extent the law allows.

These Terms and Conditions are governed by the laws of England and Wales. The courts of England and Wales will have exclusive jurisdiction over any dispute or claim arising from or in connection with these terms, unless mandatory law provides otherwise. If any part of these Terms and Conditions is found to be unenforceable, the remaining provisions will continue in force. No waiver of any breach will be deemed a waiver of any later breach. These terms may be updated from time to time, and the version in force at the time of your booking will normally apply.