Terms and Conditions for Colliers Wood Carpet Cleaners

These Terms and Conditions set out the basis on which Colliers Wood Carpet Cleaners provides carpet and upholstery cleaning services to domestic and commercial customers in the United Kingdom. By making a booking, confirming an appointment, or allowing access to the premises for the provision of services, the customer agrees to be bound by these terms. These terms are intended to be clear and practical, so that both parties understand what is included in the service, what is excluded, and how matters such as payment, cancellation, liability, and waste handling are managed.

The wording in this document applies to all standard carpet cleaning appointments, associated stain treatment work, rug cleaning, upholstery cleaning, and similar cleaning services supplied under the Colliers Wood carpet cleaning name. Nothing in these terms affects any rights that cannot legally be excluded under UK consumer law. If any part of these terms is found to be invalid or unenforceable, the remainder will continue in full force and effect.

For the purposes of these terms, the words “we”, “us”, and “our” refer to Colliers Wood Carpet Cleaners, and the words “you” and “your” refer to the customer, whether acting as a private individual, landlord, tenant, business, managing agent, or other authorised representative. The service is provided only on the understanding that the customer has the legal right to request the work at the property and to permit access for cleaning purposes.

1. Booking Process

Bookings may be requested by telephone, email, online form, or any other method we make available from time to time. A booking is not confirmed until we have accepted it, provided an appointment slot, and, where applicable, requested a deposit or advance payment. We reserve the right to decline a booking where the property is unsuitable, the work requested falls outside our service scope, or we believe there may be a safety, access, or payment issue.

When making a booking, you must provide accurate details about the property, the type and condition of the carpet or fabric, any known stains, the approximate size of the area to be cleaned, access restrictions, parking limitations, pets, and any known hazards. If the information supplied is incomplete or incorrect, the final price, the duration of the work, or the feasibility of the service may need to be adjusted. We may rely on the information you provide when quoting or scheduling the appointment, and we are not responsible for delays or extra charges caused by inaccurate details.

Appointment times are given as estimated arrival windows unless otherwise stated. Traffic conditions, previous job overruns, weather, equipment issues, or other operational matters may affect the exact arrival time. While we will make reasonable efforts to arrive within the agreed time frame, we are not liable for minor delays that are outside our control. If we anticipate a substantial delay, we will aim to notify you as soon as reasonably practicable.

It is your responsibility to ensure that the property is accessible on the scheduled date and time, that a suitable adult is present if required, and that we can safely carry out the work. If we are unable to enter the premises, or if access is materially restricted, this may be treated as a late cancellation or failed appointment and charges may apply. You should also ensure that fragile items, loose valuables, and personal belongings are removed from the area to be cleaned before the service begins.

We may refuse to clean items or areas where doing so would be unsafe, impractical, or likely to cause damage, including but not limited to severely worn fibres, unstable floor coverings, contaminated areas, or materials that are not suitable for wet or mechanical cleaning. In such cases, we may suggest an alternative approach, limit the service, or withdraw from the job. Any decision made by our operative on site in relation to safety or suitability is final for operational purposes.

2. Pricing and Payments

Prices are normally based on the information given at the time of booking and may be fixed, estimated, or subject to inspection, depending on the nature of the work. Unless expressly stated otherwise, all quotations are valid for a limited period and may be revised if the scope of work changes, the condition of the fabric is materially different from what was described, or additional work is requested on site. Any extra charges will be explained before the additional work begins wherever reasonably possible.

Payment terms will be confirmed during booking or before the appointment. We may require a deposit to secure the appointment, particularly for larger jobs or repeat cancellations. The balance is generally due upon completion of the service unless another arrangement has been agreed in writing. We accept payment methods notified to you in advance, and we may amend accepted payment methods from time to time. Any bank charges, chargeback fees, or administrative costs arising from failed or reversed payments may be recovered from you where permitted by law.

You must pay all undisputed sums on the agreed due date. If payment is late, we may charge interest and recover reasonable costs associated with collection in accordance with applicable UK law. We reserve the right to withhold future services where an outstanding balance remains unpaid. Where a cleaning task has been completed in part only because of site conditions, hidden defects, or a customer instruction to stop work, payment may still be due for the work undertaken and materials used.

3. Cancellations, Rescheduling, and Missed Appointments

You may cancel or reschedule a booking by giving us reasonable notice. The amount of notice required may vary depending on the size and nature of the booking, but as a general rule we expect at least 24 hours’ notice for standard appointments. Where significant preparation has already been made, including allocation of staff, equipment, or reserved time, we may retain part or all of any deposit or charge a cancellation fee, provided this is reasonable and lawful.

If you cancel at very short notice, fail to provide access, or are not present when attendance is required, the appointment may be treated as a late cancellation or missed visit. In that event, we may charge a fee to reflect lost time, travel, and administrative costs. If we need to reschedule due to illness, equipment failure, adverse weather, or other operational reasons, we will use reasonable efforts to offer an alternative date and time. No automatic compensation is payable for a rescheduled appointment unless required by law or expressly agreed in writing.

Where a booking has been made for a specific time-sensitive purpose, such as tenancy handover, property sale, or event preparation, it remains your responsibility to allow sufficient time for completion. We do not guarantee that cleaning alone will achieve a particular third-party standard unless that standard has been expressly agreed in writing and is within our reasonable control. The availability of drying times, ventilation, and post-cleaning use of the property may depend on fabric type, temperature, humidity, and other environmental factors.

4. Customer Responsibilities

You must tell us about known stains, previous chemical treatments, water leaks, mould, infestation, dye instability, weak seams, shrinkage risk, or other issues that may affect the outcome or safety of the work. You should also remove breakables, electrical items, important documents, cash, jewellery, and delicate objects from the working area before cleaning begins. We are not responsible for pre-existing damage, hidden defects, or deterioration that becomes visible during or after cleaning where the issue was not caused by our negligence.

It is your responsibility to ensure that any furniture moved by us can be safely handled and replaced. If you ask us to move items, we may decline where they are too heavy, unstable, fragile, valuable, or likely to damage flooring or walls. We may also refuse to move items that are connected to utilities, contain liquids, or create a hazard. If you prefer, you may move furniture in advance of the appointment so that the area can be treated more efficiently.

5. Service Standards and Limitations of Liability

We will use reasonable skill and care in performing the service and will generally use professional cleaning methods suitable for the material being treated. However, carpet and fabric cleaning cannot guarantee the removal of all stains, odours, or soiling, especially where contamination is old, severe, or has permanently altered the fibres. Some stains may respond only partially to treatment, and some may worsen, appear later, or become more visible after drying because of underlying damage or prior cleaning attempts.

To the maximum extent permitted by law, our liability is limited to the direct loss or damage caused by our negligence or breach of contract. We are not liable for indirect loss, loss of profit, loss of enjoyment, loss of business, or consequential damage. We are also not responsible for items left on the premises that are damaged due to pre-existing weakness, unsuitable placement, or the customer’s failure to remove them from the work area. Nothing in these terms excludes liability for death or personal injury caused by negligence, fraud, or any other liability that cannot legally be excluded.

If you believe damage has been caused by our work, you must notify us as soon as reasonably practicable and in any event within a reasonable time after the issue is discovered. You should take reasonable steps to minimise any further loss. We may ask to inspect the area or item concerned before any repair, replacement, or settlement discussions take place. Any remedy offered will depend on the circumstances and may include re-cleaning, partial refund, or another solution that is fair and proportionate.

6. Waste, Water, and Environmental Regulations

We are committed to operating in line with relevant UK environmental and waste management requirements. Waste generated by the cleaning process, including used cloths, disposable materials, filters, or residues, will be handled in a responsible manner. You agree that any waste arising from the cleaning service may be removed from the site by us where appropriate, or left for disposal by the customer if it is not practical or lawful for us to remove it.

Dirty water, cleaning residues, and extracted waste must not be discharged in a way that breaches local drainage rules, causes pollution, or creates a nuisance. We will take reasonable steps to dispose of wastewater responsibly, but we may need access to sinks, outdoor drains, or designated disposal points where permitted. If special disposal arrangements are needed because of contamination, bodily fluids, chemicals, or other hazardous materials, additional charges may apply and the service may be refused if safe handling cannot be ensured.

7. Access, Health, and Safety

We may suspend or stop work if, in our judgment, the property is unsafe or unsuitable due to electrical hazards, aggressive behaviour, excessive clutter, inadequate lighting, uncontrolled pets, poor ventilation, or other conditions that create a risk to staff, occupants, or property. We may also require windows to be opened, water supplies to be available, or electrical sockets to be accessible where needed for the equipment used. If the work cannot proceed because of safety concerns, the visit may be chargeable.

Our operatives may use protective footwear, gloves, masks, mats, hoses, extension cables, and other equipment required to carry out the work safely. Please do not interfere with tools, cables, or drying equipment during the appointment. Keep children and pets away from the work area unless an operative instructs otherwise. Any reasonable instructions given on site for safety purposes must be followed.

8. Complaints and Rework

If you are dissatisfied with any aspect of the service, you should notify us promptly and provide details of the issue. We may request photographs, descriptions, or a return visit to inspect the concern. If we agree that the issue was caused by our failure to exercise reasonable care, we may offer a suitable remedy. This could include re-cleaning the affected area or, where appropriate, another fair resolution. We do not provide remedies for issues caused by normal wear and tear, pre-existing damage, or factors outside our control.

Any complaint should be raised within a reasonable time after completion of the service, and in any event before the item is treated by another contractor or altered in a way that prevents proper assessment. Using another cleaner, applying additional chemicals, or disposing of the item before we have had the chance to inspect it may affect our ability to investigate and resolve the matter. This clause does not reduce any legal rights you may have as a consumer.

9. Governing Law

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. If you live in Scotland or Northern Ireland, mandatory local consumer protections may still apply where required by law, but these terms are otherwise intended to be interpreted under the law of England and Wales. Any dispute that cannot be resolved amicably will be subject to the jurisdiction of the courts of England and Wales, unless another court has mandatory jurisdiction under applicable law.

10. General Provisions

We may update these terms from time to time to reflect legal, operational, or service changes. The version in force at the time of booking will normally apply to that booking unless a later change is required by law. No variation of these terms will be effective unless agreed by us in writing. If we do not enforce a right or remedy immediately, that does not mean we have waived it. Headings are included for convenience only and do not affect interpretation.

By proceeding with a booking for Colliers Wood carpet cleaning services, you acknowledge that you have read, understood, and agreed to these Terms and Conditions. If you book on behalf of another person or organisation, you confirm that you are authorised to do so and that all relevant parties are aware of the applicable terms. These conditions form the basis of the contract between you and Colliers Wood Carpet Cleaners for the supply of cleaning services in accordance with UK law.