Terms and Conditions for Carpetcleaning Swisscottage

These Terms and Conditions set out the basis on which Carpetcleaning Swisscottage provides domestic and commercial carpet, upholstery, rug and related cleaning services in the UK. By making a booking, the customer agrees to be bound by these terms. Please read them carefully before confirming any appointment, as they explain the booking process, payment arrangements, cancellation rules, liability limits, waste handling requirements and the law that applies to the service agreement. These terms are designed to be fair, transparent and consistent with standard UK consumer practice.

In these Terms and Conditions, “we”, “us” and “our” refer to the service provider trading as Carpetcleaning Swisscottage. “You” and “your” refer to the customer placing the booking or receiving the service. References to “the service” mean any carpet cleaning, stain treatment, odour treatment, stain protection, upholstery cleaning, rug cleaning, or related work agreed in advance. Any variation to these terms must be agreed in writing or clearly confirmed as part of the booking.

These terms are intended for use as a legal service page and are not a guide, marketing statement or promotional document. They apply to all bookings unless a separate written agreement states otherwise. If any part of these terms is found to be invalid or unenforceable, the remaining provisions will continue in full force. Nothing in these terms affects any statutory rights that cannot lawfully be excluded under UK law.

1. Booking Process

A booking with Carpetcleaning Swisscottage is formed only when we have accepted your request and confirmed the appointment details. The booking process may involve a quotation, an inspection request, discussion of the rooms or items to be cleaned, and confirmation of the approximate time required. Any estimate provided before attendance is based on the information available at the time and may change if the actual condition, size, or access differs from what was described. We may refuse a booking where the job is unsafe, impractical, outside our service scope, or if the customer has failed to provide essential information.

When you make a booking, you must provide accurate details about the premises, parking or access restrictions, the type of flooring or fabric, any visible damage, previous treatment, and any health or safety issue that may affect the work. If you fail to disclose relevant information, we may adjust the service, revise the price, or withdraw from the booking without liability for resulting delay or inconvenience. For larger or specialist jobs, we may require a pre-visit assessment or request photographs before confirming the appointment.

You are responsible for ensuring that someone over the age of 18 is available at the property at the agreed time, unless we have agreed otherwise. If the premises are vacant, access must be arranged in advance and the customer must ensure that we can enter and complete the work safely. Delays caused by locked access, restricted entry, inadequate parking, or failure to prepare the area may lead to waiting charges, rescheduling, or cancellation fees. We aim to arrive within the agreed time window, but arrival times are estimates and may be affected by traffic, weather, or previous jobs.

2. Service Scope and Customer Responsibilities

We will carry out the cleaning service with reasonable care and skill, using equipment and products we consider suitable for the material being cleaned. However, the exact result may vary depending on the age, wear, fibre type, previous maintenance, staining, and general condition of the item or surface. Some stains, odours, colour loss, crushing, wear, or pre-existing defects may not be fully removable even where a thorough cleaning process has been used. For this reason, Carpetcleaning Swisscottage does not guarantee complete removal of all marks or restoration to a like-new appearance.

You must move, remove or protect any small, breakable, valuable, or hazardous items before the appointment unless we have expressly agreed to do so. We may assist with limited furniture movement where safe and practical, but we are not obliged to move heavy, fixed, or fragile items. It is your responsibility to tell us about hidden damage, loose flooring, weak carpet seams, unstable furniture, damp areas, or any special condition that may create a risk during cleaning. If you ask us to proceed despite a known risk, you do so at your own risk, subject always to any legal duties that cannot be excluded.

Where pre-treatment, specialist spot treatment, deodorising, or protective applications are requested, these services may be subject to separate charges and their success may vary. We may refuse to apply a product if we believe it could damage the material or pose a health and safety issue. The customer must ensure that children, pets and other occupants are kept clear of the working area during the service and until it is safe to re-enter, dry, or ventilate the space as advised by our operative.

3. Prices and Payments

Prices are usually quoted in advance based on the information provided by you. If the work changes once we attend, for example because of additional rooms, different measurements, unexpected contamination, or special treatment requirements, the price may be revised before the extra work is started. Any price quoted is normally exclusive of clearly stated extras unless otherwise agreed. We reserve the right to correct obvious pricing errors and to explain any changes before continuing the job.

Payment is due on completion of the service unless we have agreed a different arrangement in writing. We may accept bank transfer, card payment, cash, or another approved method, but the available methods may vary depending on the booking. If an invoice is issued, payment must be made by the due date shown. Failure to pay on time may result in late payment charges, recovery action, or suspension of future bookings, subject to applicable law. We may also ask for a deposit or part-payment for larger, commercial or highly specialised jobs.

If a payment is reversed, refused, disputed without reasonable grounds, or not authorised by the customer, we may recover any related bank charges, administration costs or collection expenses to the extent permitted by law. Where the service is part-completed because the customer asks us to stop, refuses access, or fails to cooperate, we may charge for work already carried out and any reasonable costs incurred. Any discount, promotion, or special rate applies only in accordance with its stated conditions and may be withdrawn if those conditions are not met.

4. Cancellations, Rescheduling and Non-Attendance

If you need to cancel or reschedule, you should notify us as soon as possible. A cancellation made with sufficient notice may not incur a charge, but short-notice cancellations or repeated rescheduling may attract a fee to reflect lost time and costs. The amount of any fee will depend on the notice given, the type of booking, and whether materials, labour or travel have already been committed. For certain specialist or high-value bookings, a deposit may be non-refundable where stated at the time of booking.

If we need to cancel or reschedule due to illness, equipment failure, safety concerns, severe weather, or circumstances beyond our reasonable control, we will aim to offer an alternative appointment. We will not be liable for indirect losses caused by such changes, although we will act reasonably and in good faith to minimise inconvenience. If access is not available, the property is closed, or the customer is absent at the agreed time, we may treat this as a late cancellation or failed appointment and charge accordingly.

Where work cannot be completed because of conditions at the property, including but not limited to unsafe wiring, insufficient water supply, excessive contamination, pest activity, or a risk of damage beyond what would be reasonable to manage, we may stop work immediately. In such cases, the customer must still pay for the work already undertaken and for any non-recoverable costs, provided we have acted reasonably and in accordance with these terms.

5. Liability and Limitations

We will use reasonable care and skill in providing the service. If we cause direct loss or damage through negligence, we may, at our option, repair, re-clean, or pay the reasonable cost of rectifying the proven damage, subject to the limits set out in these terms and any rights you may have under law. You must notify us of any issue as soon as reasonably possible after the service, and in any event within a reasonable time so that we can inspect the concern and investigate properly. Failure to report promptly may affect our ability to assess the matter.

We are not responsible for damage or deterioration caused by pre-existing conditions, ordinary wear and tear, hidden defects, incorrect use of cleaning products by the customer, poor maintenance, or the inherent characteristics of the material being cleaned. We are also not liable for indirect or consequential losses, including loss of income, loss of business, loss of profit, or inconvenience, except where such limitation is not permitted by law. Nothing in these terms limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot legally be excluded.

Where the customer requests us to clean fragile, antique, untreated, badly worn, water-sensitive, or previously damaged items, we may require written acknowledgement of risk before proceeding. Any advice we provide about care, drying times, or aftercare is given in good faith, but the customer remains responsible for following manufacturer instructions and maintaining the item afterwards. We will not be responsible for mould, re-soiling, dye bleed, shrinkage, or texture changes caused by unsuitable conditions, improper aftercare, or latent issues not reasonably detectable at the time of service.

6. Waste Regulations and Environmental Compliance

We operate in accordance with applicable UK waste handling, environmental, and duty-of-care requirements. Any waste removed from the work area, including disposable cloths, packaging, or contaminated materials generated by the service, will be handled responsibly and disposed of in a lawful manner. If a service creates waste that needs special handling, we may charge an additional fee where lawful and appropriate. The customer must not ask us to dispose of items that are prohibited, hazardous, or require specialist licensing unless we have specifically agreed to do so and are legally able to comply.

If waste is present at the premises before we arrive, you remain responsible for its lawful disposal unless we have expressly agreed otherwise. We may refuse to handle waste that presents a health hazard, contamination risk, or regulatory issue. Where any cleaning process produces wastewater or residue, we will take reasonable steps to manage it safely, but the customer is responsible for ensuring that drains, disposal points and surrounding areas are suitable for such use. We will not knowingly breach environmental law or place anyone at undue risk in the course of the service.

The customer must disclose the presence of biological contamination, chemicals, sharps, asbestos, or other hazardous materials before the appointment. If such substances are discovered unexpectedly, we may suspend the work and leave the premises until the matter is made safe. Any additional steps required to comply with legal or safety obligations may result in extra charges or a revised service plan. If we are prevented from completing the work because of hazardous waste or unsafe conditions, this will not be treated as a fault on our part.

7. Complaints, Force Majeure and General Terms

If you are dissatisfied with the service, you should notify us promptly with a description of the issue and, where possible, supporting photographs. We may ask for access to inspect the affected area before deciding whether any remedial action is appropriate. Our aim is to resolve concerns fairly and proportionately, which may include a re-clean or another reasonable remedy where justified. No complaint will entitle the customer to withhold payment for undisputed services already completed, unless required by law.

We are not liable for failure or delay caused by events beyond our reasonable control, including severe weather, fire, flood, epidemic, transport disruption, utility failure, strike action, civil disturbance, or government restriction. If such an event occurs, we may suspend, cancel, or reschedule the booking without incurring liability for resulting delay or loss, apart from obligations that cannot legally be excluded. If part of the service has already been carried out before the event, the customer must pay for that part and any reasonable costs incurred.

These terms represent the entire agreement between the parties concerning the service, unless modified in writing. If we do not enforce a right immediately, that does not mean we waive it. Any notices may be given electronically or in writing, provided they are sent to the agreed booking details. If any provision is held invalid, the remainder will continue to apply. The headings used in these Terms and Conditions are for convenience only and do not affect interpretation. These terms may be updated from time to time, but the version in force at the time of booking will apply to that service.

8. Governing Law

These Terms and Conditions, and any dispute or claim arising from or in connection with them, are governed by the laws of England and Wales. The parties agree that the courts of England and Wales shall have jurisdiction, subject to any mandatory consumer protections or dispute-resolution rights that apply under UK law. If the customer is based in Scotland or Northern Ireland, any mandatory local legal protections that apply will remain unaffected where they cannot lawfully be excluded.

The customer acknowledges that the service is provided on the basis of the information supplied at the time of booking and that fairness, safety and lawful compliance are central to the agreement. By confirming a booking with Carpetcleaning Swisscottage, you accept that these terms govern the relationship between us for the booked service. If you do not agree with any part of these terms, you should not proceed with the booking.