Creekmouth Carpet Cleaners Terms and Conditions

These Terms and Conditions set out the basis on which Creekmouth Carpet Cleaners provides carpet and upholstery cleaning services to domestic and commercial customers in the UK. By making a booking, you agree to be bound by these terms. Please read them carefully before confirming any appointment. These terms are intended to be clear, practical and fair, while protecting both the customer and the service provider.

Throughout these Terms, references to we, us and our mean Creekmouth Carpet Cleaners. References to you and your mean the customer, client, tenant, landlord, business owner or authorised representative who requests the service. Where a booking is made on behalf of another person, the person placing the booking confirms that they have authority to do so.

These terms apply to all carpet cleaning, upholstery cleaning and related services we provide, whether arranged by telephone, email, online enquiry or any other accepted method. Any special agreement must be confirmed in writing to take effect. If any part of these terms is found to be unlawful or unenforceable, the remaining provisions will continue to apply.

1. Booking Process

A booking is formed only when we have confirmed the appointment and service details. An enquiry alone does not guarantee availability. We may ask for information about the size, condition and type of carpet or fabric, as well as access arrangements, parking restrictions, water supply, electricity access and any known stains, odours or previous treatments. This information helps us provide an accurate estimate and prepare the correct equipment.

We may offer a quotation based on the information supplied. Quotes are usually based on the areas to be cleaned, the level of soiling, the materials involved and any additional treatments requested. If the actual condition of the premises differs from the information given, we reserve the right to revise the price before work begins. Where the difference is significant, we may decline to proceed if the revised price is not accepted.

Customers are responsible for ensuring that the service location is accessible at the agreed time and that the work area is reasonably ready for cleaning. This includes moving fragile items, valuables and personal belongings unless a specific arrangement has been made. We may ask you to identify any carpets, rugs or fabrics that are at risk of damage due to age, wear, dye instability, prior repairs or unsuitable material composition.

2. Service Standards and Customer Responsibilities

We will carry out the service with reasonable care and skill, using methods and products we consider appropriate for the item being cleaned. However, cleaning results may vary depending on the age, fibre type, construction, condition and staining history of the item. Some marks, odours or wear patterns may be permanent or may improve only partially.

You must tell us in advance about any special instructions, allergies, known hazards, fragile flooring, hidden damage, loose seams, pre-existing shrinkage, poor colourfastness or other relevant issues. We are not responsible for losses arising from information that was not disclosed or was inaccurate. You should also ensure that children, pets and unauthorised persons remain away from the work area during the appointment.

We may refuse to clean items that we reasonably believe are unsafe, excessively damaged, contaminated or unsuitable for treatment. This includes items affected by mould, biological contamination, severe infestation, hazardous substances or structural defects. If we identify an issue after arrival, we may suspend or cancel the work and charge for reasonable attendance or inspection time where appropriate.

3. Prices and Payment Terms

Unless otherwise agreed, prices are quoted in pounds sterling and may be subject to VAT where applicable. Any estimate or quotation is based on the information available at the time and may change if the scope of work changes. Additional charges may apply for heavy staining, urgent bookings, difficult access, parking restrictions, specialist treatments or extra time required because of the condition of the item.

Payment is due in accordance with the invoice or booking confirmation. Unless we state otherwise, payment must be made on completion of the service on the day of attendance. We may accept cash, bank transfer or other agreed methods. We are not obliged to release receipts, documentation or completion confirmation until payment has been received in full.

If payment is not made when due, we may charge interest on the outstanding amount at the statutory rate permitted under UK law, together with reasonable costs incurred in recovering the debt. We may also suspend further appointments until all overdue balances are settled. You are responsible for ensuring sufficient funds are available and that any payment method used is authorised.

4. Cancellations, Rescheduling and Delays

You may cancel or reschedule a booking by giving us reasonable notice. We understand that plans can change, but short-notice cancellations affect our schedule and may prevent us from offering the slot to another customer. If you cancel within a short period before the appointment, or fail to provide access at the agreed time, we may charge a cancellation fee or attendance fee to cover lost time and expenses.

If we need to reschedule due to circumstances beyond our control, including vehicle breakdown, staff illness, severe weather, traffic disruption or equipment failure, we will contact you as soon as reasonably possible and offer an alternative appointment. We will not be responsible for any indirect losses arising from a delay or rearranged visit, provided we act reasonably and in good faith.

We may also cancel the service if access is unsafe, the property is unsuitable, the customer is abusive or threatening, or the work cannot proceed because required information was withheld. In such cases, we may charge for the time spent attending the appointment and any preparatory work already undertaken. Any decision to cancel or suspend work will be made reasonably and proportionately.

5. Liability and Limitations

We will use reasonable skill and care when providing our carpet cleaners service, but certain risks are outside our control. We are not liable for pre-existing damage, hidden defects, poor fitting, wear and tear, fibre weakness, colour loss, shrinkage, seam separation or damage caused by unsuitable prior treatments. Cleaning can reveal existing issues that were not visible before work began.

Where we are legally liable for loss or damage, our responsibility is limited to the direct loss actually caused by our proven negligence or breach of contract. We do not exclude liability for death or personal injury caused by our negligence, fraud, fraudulent misrepresentation or any other liability that cannot lawfully be excluded under UK law. Subject to this, we will not be liable for business interruption, lost profits, loss of opportunity or indirect or consequential losses.

You should notify us of any issue as soon as reasonably possible after the service. Claims should include a description of the problem and any relevant supporting information. We may inspect the item and ask for photographs or other evidence before deciding whether a remedy is appropriate. Any attempt to alter, repair or dispose of the item before inspection may affect our ability to assess the claim.

6. Waste, Water Use and Environmental Compliance

We operate in line with applicable UK waste and environmental requirements. Dirty water, sludge, residue, used filters and disposable materials generated during the service will be handled responsibly and, where necessary, removed or disposed of in accordance with legal obligations. Customers must not ask us to dispose of prohibited waste or hazardous substances unless we have specifically agreed and are properly equipped to do so.

You are responsible for informing us if the premises contain any waste, contamination or materials that require special handling. This includes substances that may be classed as hazardous, harmful or regulated. We may stop work if we believe the waste streams, contamination level or surrounding conditions create a legal, safety or environmental concern. Any additional charges arising from lawful disposal requirements may be added to the invoice.

Where water extraction or related processes are used, you should ensure the property can safely accommodate temporary moisture and drying time. We are not responsible for pre-existing dampness, leaks, defective plumbing, inadequate ventilation or water ingress unrelated to our work. Any spills or overspray caused by us will be addressed promptly and reasonably, but we are not liable for pre-existing moisture problems or environmental conditions beyond our control.

7. Access, Property Conditions and Risk

By booking the service, you authorise us to enter the property at the agreed time for the purpose of carrying out the cleaning work. You must ensure that someone authorised is present, or alternative access arrangements have been agreed in advance. If we are unable to gain access, the appointment may be treated as a cancellation and a fee may apply.

You must ensure that the property conditions are reasonably safe for our staff and equipment. This includes the removal of trip hazards where practical, securing pets and ensuring that electrical sockets, water points and access routes are available. We may refuse to work in unsafe conditions or where access would place property, persons or equipment at unreasonable risk.

We may move light furniture only where it is safe and practical to do so, and only if this is consistent with the agreed service. We do not move heavy, fixed, delicate or high-value items unless expressly agreed. Any furniture moved by us will be returned to a reasonable position, but we are not responsible for marks, indentations or damage caused by ageing carpets, weak flooring or unstable furniture legs.

8. Complaints, Remedies and Aftercare

If you are dissatisfied with any aspect of the service, you should contact us promptly so we can investigate. Complaints made long after completion may be harder to assess fairly. We may ask for photographs, a description of the concern and details of any products or treatments used after our visit. Your cooperation may be needed to determine whether the issue relates to our work or to external factors.

Where appropriate, our remedies may include re-cleaning, partial refund, or another reasonable solution, depending on the circumstances and the extent of the issue. Any remedy will be provided at our discretion in a manner consistent with our legal obligations. A refund or re-clean will not be offered where the complaint is due to inaccurate information, normal wear, pre-existing damage or failure to follow aftercare advice.

After cleaning, drying times can vary depending on fabric type, ventilation, humidity and soil level. You should avoid heavy foot traffic, replacing furniture too soon or using the item before it is fully dry. If you choose to use the area before drying is complete, any resulting marks, odours or impressions will be your responsibility.

9. Data, Changes to Terms and General Provisions

Any personal information provided for the purpose of a booking will be used to administer the service, manage payments and communicate about appointments. We will handle such information in accordance with applicable UK data protection law. We may update these Terms from time to time, and the version in force at the time of your booking will apply to that booking unless a change is required by law.

If we do not enforce a particular right or provision immediately, that does not mean we waive the right to enforce it later. Any waiver must be confirmed in writing. If any provision is found invalid or unenforceable, it will be interpreted as far as possible to reflect the original intent, and the remaining provisions will remain in full force.

These Terms form the entire agreement between you and us regarding the service, unless varied in writing. No statement made before booking will override these Terms unless expressly confirmed by us in writing. You should keep a copy of the terms supplied at the time of booking for your records.

10. Governing Law and Jurisdiction

These Terms and Conditions, and any dispute or claim arising out of or in connection with them, are governed by the laws of England and Wales. Where the customer is based in Scotland or Northern Ireland, mandatory local consumer rights may still apply to the extent required by law. Any dispute that cannot be resolved amicably will be subject to the exclusive jurisdiction of the courts of England and Wales, except where consumer law provides otherwise.

By booking Creekmouth Carpet Cleaners, you acknowledge that you have read, understood and agreed to these Terms and Conditions. If you do not agree to them, you should not proceed with the booking or allow the service to begin.