Colyers Carpet Cleaners Terms and Conditions

These service terms and conditions set out the basis on which Colyers Carpet Cleaners provides domestic and commercial cleaning services. By making a booking, confirming an appointment, or allowing our team to begin work, you agree to be bound by these terms. They are designed to ensure that the relationship between the customer and the company is clear, fair, and practical. The wording below applies to all carpet cleaning services, upholstery treatments, rug cleaning, stain removal, and related specialist work carried out by our team, unless a separate written agreement states otherwise.

These terms should be read carefully before any carpet cleaning service is booked. They explain how appointments are made, how payments are handled, when cancellations may apply, and what responsibilities each party has before, during, and after the service. They also cover important matters such as liability, waste handling, and the law that applies to the agreement. If any provision is unclear, the customer should raise the issue before work begins so that the service can proceed on an informed basis.

In these terms, references to “we”, “us”, or “our” mean Colyers Carpet Cleaners, and references to “you” or “the customer” mean the person or business requesting the service. Any estimate or quotation issued by us is based on the information available at the time and may depend on the accuracy of the details supplied by the customer. We reserve the right to update or amend these terms from time to time. The version in force at the time the booking is confirmed will normally apply unless a later written variation has been agreed.

Booking Process

A booking for carpet cleaners services may be requested by phone, email, online form, or any other communication method we make available. A request does not of itself create a binding contract. A booking becomes confirmed only when we have accepted the request, agreed the date or time window, and, where required, received any deposit or advance payment. We may decline a booking for operational reasons, capacity limits, unsafe working conditions, or where the service requested falls outside our scope.

When booking, you must provide accurate and complete information about the areas to be cleaned, the type of flooring or fabric, the approximate size of the job, access conditions, parking restrictions, and any known stains, damage, or prior treatments. The pricing and methods used for Colyers Carpet Cleaners are based on the details supplied. If the actual situation differs materially from the description given, we may revise the quotation, adjust the scope of work, or refuse to proceed where the service would no longer be suitable, safe, or commercially viable.

We may contact you to confirm access arrangements, arrival times, and any special instructions. You are responsible for ensuring that the property is accessible, that water and electricity are available where needed, and that the areas to be cleaned are reasonably clear. Unless otherwise agreed, items such as small furniture, loose personal belongings, and fragile objects should be removed in advance by the customer. If our team assists with moving items, this will be done at your risk and only where it is reasonably safe to do so.

Any dates or times given for attendance are estimates and not guarantees. While we take care to arrive within the arranged period, delays may occur due to traffic, weather, equipment failure, or earlier jobs running longer than expected. If we anticipate a substantial delay, we will aim to notify you as soon as reasonably possible. If we are unable to attend on the agreed day for reasons within our control, we will offer a new appointment. This will be the usual remedy, subject to any consumer rights that cannot be excluded.

Payments

Unless a different arrangement has been agreed in writing, payment is due on completion of the work or, for larger commercial jobs, according to the invoice terms stated in the quotation or booking confirmation. We accept the payment methods specified at the time of booking. Any deposit requested is used to secure the appointment and may be non-refundable in certain circumstances, including late cancellation or failure to provide access.

The price for a carpet cleaning service will normally be based on the area treated, the number of rooms or items, the level of soilage, specialist stain work, and any additional services requested on the day. Quotations are provided in good faith but may change if the actual job differs from the description supplied. If extra work is required, we will usually seek approval before proceeding. If the customer asks us to continue with additional work and agrees the revised cost, that additional charge becomes payable.

Invoices must be paid in full by the due date stated. If payment is late, we reserve the right to charge reasonable debt recovery costs and interest where permitted by law. Ownership of any goods or materials supplied remains with us until all sums due have been received in cleared funds. We may suspend further services, refuse future bookings, or take recovery action where a payment remains outstanding after reasonable notice.

Cancellations, Changes, and Missed Appointments

You may cancel or reschedule a booking by giving us notice as soon as possible. If cancellation is made with sufficient notice, no charge may apply, depending on the nature of the booking and any expenses already incurred. Where a deposit has been taken, its refundability will depend on the time of cancellation and whether materials, staffing, or reserved time cannot be reallocated. Any special terms concerning deposits will be stated at the time of booking.

If you cancel at short notice, fail to provide access, or are not present at the agreed time when attendance is required, we may charge a cancellation fee or make a reasonable charge for wasted time, travel, and preparatory costs. This is especially relevant where a full day or specialist team has been allocated. If we attend and cannot complete the work because the premises are inaccessible, unsafe, or not ready for service, we may charge a call-out fee or part of the agreed price.

We may also need to cancel or rearrange a booking due to illness, equipment failure, severe weather, safety concerns, or circumstances beyond our control. In such cases, we will try to offer an alternative appointment at the earliest reasonable opportunity. Our liability for cancellation will be limited to refunding any amount paid in advance for work not yet performed, unless a higher level of responsibility is required by law. We are not generally liable for indirect losses caused by a rearranged appointment.

For convenience and fairness, any request to change the booking should be made as early as possible. Repeated changes may affect availability or the price of the service. Where a booking is moved more than once, we reserve the right to request a new deposit or updated confirmation to secure the amended date. Failure to accept a revised appointment within a reasonable period may be treated as cancellation by the customer.

Service Standards and Customer Responsibilities

We will carry out the work with reasonable care and skill using methods and products that are appropriate for the surface being treated. However, results can vary depending on the age, condition, and construction of the carpet or fabric, the type of stain, and previous cleaning or treatment history. Certain marks may be permanent or may improve only partially. We do not promise removal of every stain, odour, or blemish, especially where the material has suffered wear, fading, or chemical damage before our attendance.

To help achieve the best outcome, you should tell us about any hidden damage, weak seams, loose dye, moth activity, shrinkage risk, prior flood damage, or special manufacturer instructions. If you fail to provide relevant information, and that omission affects the result or causes damage, we may not accept responsibility. Customers should also make reasonable arrangements for children, pets, and vulnerable occupants during the period of work. We may pause or stop the job if conditions are unsuitable or if safety is compromised.

You are responsible for protecting valuables, cash, jewellery, confidential papers, and delicate items before our arrival. We are not required to move heavy furniture, breakables, or electrical items unless agreed in advance. If we agree to move light furnishings, we do so as a courtesy and only where the risk is low. Where fixtures, fittings, or flooring are old or fragile, normal service operations may expose pre-existing weaknesses, for which we cannot accept responsibility unless caused by our negligence.

Liability and Limitations

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. Subject to that position, our liability for loss or damage arising from the provision of carpet cleaners services is limited to the amount paid or payable for the specific service giving rise to the claim, unless otherwise required by law.

We are not liable for loss of profit, loss of business, loss of opportunity, indirect loss, or consequential loss. We are also not responsible for deterioration caused by age, normal wear and tear, unsuitable materials, incorrect previous treatment, hidden defects, or a failure by the customer to disclose relevant information. If damage is alleged to have been caused by our work, you must notify us promptly and allow us a reasonable opportunity to inspect the issue before any repair or replacement is arranged.

If any item is found to be unsuitable for wet cleaning or specialist treatment, we may refuse to clean it or may proceed only after you accept the associated risk in writing or by recorded communication. We do not guarantee that all fabrics, dyes, or fibres will react safely to cleaning agents. Where a customer asks us to continue against our advice, any resulting consequences are the customer’s responsibility unless we have acted negligently.

Where loss or damage results from a claim and we are found liable, we may elect, at our discretion, to repair, re-clean, replace, or compensate for the affected item up to the relevant limit set out in these terms. Customers must take reasonable steps to minimise any loss. We are not responsible for damage caused by third parties, building defects, leaks, electrical faults, or other issues not created by our own acts or omissions.

Waste Regulations and Environmental Handling

We operate in accordance with applicable UK waste and environmental obligations relevant to our service. Any waste generated during the course of work, such as used packaging, disposable cleaning materials, or residue removed from the treated area, will be managed in a responsible manner. We aim to reduce unnecessary waste, use products sensibly, and dispose of materials through appropriate routes where required by law.

Where dirty water, waste extract, or contaminated materials arise from the cleaning process, we will handle them using methods that are reasonably suitable for the job and compliant with relevant disposal expectations. You must not ask us to dispose of domestic waste, hazardous waste, or prohibited materials unless this has been expressly agreed and is lawful for us to do so. If a property contains substances that may be classified as hazardous, you must notify us in advance so that we can assess whether the service can safely proceed.

The customer is responsible for ensuring that the premises are not contaminated with illegal, unsafe, or restricted materials. If we discover evidence of such materials, or if the site conditions create a risk to health, safety, or lawful disposal practices, we may stop the service immediately and leave the premises. Any work already completed up to that point may remain payable. We may also report concerns to the relevant authorities where required by law.

Complaints, Force Majeure, and General Provisions

If you are dissatisfied with any part of the service, you should notify us as soon as possible and within a reasonable time after completion. We will review the concern and, where appropriate, may offer a re-clean or other proportionate remedy. The aim is to resolve issues fairly and efficiently. Complaints made long after the service may be harder to assess because of changes to the condition of the carpet, fabric, or room environment.

We are not responsible for delays or failure to perform caused by events beyond our reasonable control, including but not limited to extreme weather, fire, flood, accident, transport disruption, industrial action, epidemic, equipment breakdown, supply shortages, or government action. If such an event occurs, our obligations may be suspended for the duration of the disruption. We will resume the service or arrange an alternative when it becomes practical to do so.

These terms form the entire agreement between the customer and Colyers Carpet Cleaners in relation to the relevant booking, unless varied in writing. If any part of these terms is found to be invalid or unenforceable, the remaining provisions will continue in full force. A failure by us to enforce a right on one occasion does not mean that the right is waived. Any variation to these terms must be confirmed by us in writing.

Governing Law

These terms and any dispute or claim arising from them, including non-contractual disputes or claims, are governed by the laws of England and Wales. The courts of England and Wales will have exclusive jurisdiction, unless mandatory legal rules provide otherwise. By booking a service with Colyers Carpet Cleaners, you acknowledge that this legal framework applies to the agreement and to the performance of the work.