Goddington Carpet Cleaners Terms and Conditions

These Terms and Conditions govern the provision of carpet cleaning and related domestic or commercial cleaning services by Goddington Carpet Cleaners (“we”, “us”, “our”) to the customer (“you”, “your”). By making a booking, confirming a quotation, allowing access to the premises, or accepting the completion of any service, you agree to be bound by these terms. These conditions are intended to set out the basis on which our carpet cleaning services are supplied, including the carpet cleaner booking process, payment terms, cancellation rights, responsibilities of both parties, and limitations of liability.

We provide professional cleaning services for carpets, rugs, upholstery, and other associated soft furnishings where agreed in advance. All services are provided subject to availability, suitability of the materials, and any specific conditions identified before or at the time of inspection. References to “carpet cleaning service” or “cleaning appointment” in these terms include any quotation, inspection, treatment, stain-removal process, deodorising treatment, or protective application that forms part of the agreed work.

These terms are written for use in the United Kingdom and should be read together with any written quotation, booking confirmation, or service notes supplied by us. If there is any conflict between these terms and a specific written agreement made by us, the specific written agreement will prevail to the extent of that inconsistency. Nothing in these terms affects your statutory rights as a consumer where applicable.

1. Booking Process and Service Acceptance

A booking is not confirmed until we have accepted it. You may request an appointment by telephone, email, online form, or any other method we make available from time to time. The request must include accurate details about the property, the items to be cleaned, access requirements, parking limitations, any known stains or damage, and any special circumstances that may affect the cleaning process. We reserve the right to refuse or decline any booking where the information supplied is incomplete, misleading, or indicates that the service requested is unsuitable.

Following your request, we may provide an estimate or quotation based on the information available. Any estimate is given in good faith but is not a fixed offer unless expressly stated. The final price may change if the actual condition, size, fibre type, contamination level, room contents, or access conditions differ from the description provided. We may carry out a pre-clean inspection on arrival and amend the quotation before work begins if reasonably necessary. If you do not accept the revised price, no obligation will arise for us to perform the work, and we will not be liable for any resulting delay or inconvenience.

The agreement to clean is formed only when we have confirmed the booking and, where relevant, received any required deposit or pre-authorisation. You are responsible for ensuring that someone aged 18 or over is present at the property at the scheduled time, unless we have agreed otherwise in writing. You must also ensure the area to be cleaned is accessible, reasonably cleared of obstacles, and ready for service. If the premises are not accessible or the conditions are unsuitable, we may cancel the appointment, charge a call-out fee, or rebook at our discretion.

2. Service Standards, Customer Responsibilities, and Treatment Limitations

We will use reasonable skill and care in delivering our carpet cleaner services and will select appropriate methods and products according to the type and condition of the textile or surface. However, cleaning results can never be guaranteed, particularly in relation to aged stains, pre-existing wear, colour loss, fibre damage, set-in odours, dye migration, or contamination caused by third-party products. Some materials may react unpredictably to moisture, agitation, heat, or chemicals. By booking our services, you acknowledge that cleaning is a restorative process, not a replacement for repair or renewal.

You must tell us before work begins about any pre-existing damage, weak seams, loose edges, previous cleaning attempts, hidden spills, water damage, underlay issues, non-colourfast dyes, or any other condition that could affect the result or increase the risk of harm. If you fail to provide this information, we will not be responsible for any loss or damage arising from undisclosed conditions, unless caused by our negligence. We may refuse to treat items that are excessively fragile, unsuitable for wet cleaning, contaminated beyond safe handling, or likely to suffer deterioration during normal cleaning procedures.

We may ask you to remove small items, valuables, and breakables from the work area before the appointment begins. If we assist with moving light furniture, this will be done only where safe and practicable. Heavy, fixed, or connected items are excluded unless agreed in writing. You remain responsible for securing pets, informing occupants of any hazards, and ensuring that children and vulnerable persons are kept away from the work area while equipment is in use. We may pause or stop the service if the environment presents an unacceptable risk to health, safety, or equipment.

3. Pricing, Payments, and Additional Charges

Our prices may be provided as a fixed quote, an hourly rate, or a room/item-based charge depending on the service requested. Unless expressly stated otherwise, quotations are based on the information supplied by you and may exclude additional work identified on site. Any extra services, including deep stain treatment, deodorising, protective coating, flood-related extraction, or excess soil removal, may incur further charges. We will normally seek your approval before undertaking chargeable extras, but in urgent circumstances we may take reasonable steps to protect the property and charge accordingly.

Payment is due immediately upon completion of the service unless we have agreed alternative terms in writing. We may require advance payment or a deposit to secure the booking, particularly for larger jobs, repeat appointments, or commercial instructions. Accepted payment methods may include card, bank transfer, cash, or such other method as we notify you. If a payment fails, is reversed, or is not received by the due date, we may charge reasonable recovery costs and suspend further services until the balance is settled.

All prices are stated in pounds sterling unless otherwise indicated. Where VAT applies, it will be charged at the applicable rate. Any parking fees, congestion charges, tolls, waste disposal charges, or special access costs directly arising from the service may be added to the invoice if they were not included in the original quotation. If you dispute an invoice, you must notify us promptly and provide reasons for the dispute. You may not withhold payment for undisputed parts of the invoice. Title to any goods supplied, including protective products or accessories, does not pass until we have received full payment.

4. Cancellations, Rescheduling, and Missed Appointments

You may cancel or reschedule a booking by giving us reasonable notice. Unless a different period is stated at the time of booking, cancellations or changes made less than 24 hours before the appointment may incur a cancellation fee to cover reserved labour, travel, and administrative costs. If you fail to attend, deny access, or are otherwise not ready for the service at the agreed time, we may treat this as a late cancellation and charge accordingly. Where a deposit has been paid, we may retain all or part of it to reflect our losses, subject always to applicable consumer law.

We may cancel, postpone, or reschedule a booking if we are unable to attend due to weather conditions, traffic disruption, illness, equipment failure, safety concerns, or any event beyond our reasonable control. Where possible, we will offer an alternative appointment. We will not be responsible for indirect losses arising from a cancellation or rescheduled visit, such as lost earnings, missed lettings, or inconvenience. If we must stop work part way through because the site becomes unsafe or because undisclosed conditions make continued work inappropriate, you may be charged for the work completed up to that point.

In some cases, we may also cancel if the service requested is materially different from what was described, if the customer behaves abusively, or if the property conditions make the work unlawful, unsafe, or impracticable. We reserve the right to leave the premises without completing the job where we consider continued attendance unreasonable. Any decision to return later will be at our discretion and may involve an additional charge. Nothing in this section limits your rights if we cancel without good reason or fail to perform the service with reasonable care and skill.

5. Liability, Damage, and Insurance

We will exercise reasonable care and skill in carrying out the service, but our liability is limited to loss or damage caused by our negligence, breach of contract, or other legal fault. We are not responsible for pre-existing defects, normal wear and tear, hidden deterioration, structural weakness, colour loss, shrinkage due to unsuitable materials, or damage caused by pre-existing contamination. In particular, carpets and textiles may already have weakened fibres, poor dye stability, or latent faults that become apparent only during cleaning. By accepting the service, you acknowledge these inherent risks.

Where we are liable for direct loss or damage, we may at our option repair, re-clean, replace, or pay reasonable compensation, but only to the extent required by law. Our total liability for any single claim will not exceed the total amount paid or payable for the relevant service, except where the law requires otherwise. We shall not be liable for any indirect or consequential loss, loss of profit, loss of business, loss of opportunity, or emotional distress arising from the service. Nothing in these terms excludes liability for death or personal injury caused by our negligence, fraud, or any other liability that cannot lawfully be excluded.

Insurance may be maintained by us in respect of public liability and other appropriate risks, but the existence of insurance does not increase our obligations beyond these terms. You are responsible for arranging suitable insurance for your own property and belongings. If you believe damage has occurred, you must notify us as soon as reasonably possible and in any event within a reasonable period after completion. You must allow us a fair opportunity to inspect the issue and, where appropriate, return to remedy the problem before you arrange third-party intervention, as doing so may affect our ability to investigate the claim.

6. Waste Regulations, Disposal, and Environmental Compliance

We may generate waste water, used cleaning materials, removed debris, disposable cloths, filters, or contaminated residues in the course of providing a carpet cleaning service. All waste will be handled in accordance with applicable UK waste regulations and relevant environmental requirements. You agree that we may lawfully manage and dispose of waste arising directly from the service in a manner we consider appropriate, including transferring it to an authorised disposal route where necessary. We will not knowingly dispose of regulated waste in a way that breaches the law.

If the site contains hazardous substances, bodily fluids, mould, chemical residues, infestation, or other materials that require special handling, you must inform us before work begins. We may refuse to deal with such waste unless we are satisfied it can be handled safely and lawfully. Any additional costs, specialist materials, or disposal fees caused by hazardous contamination may be charged separately. You must not ask us to remove or transport prohibited waste or to carry out actions that would place us in breach of environmental or transport legislation.

Where we remove packaging, disposable materials, or waste created during the cleaning process, title in that waste passes to us only to the extent necessary for lawful disposal. You remain responsible for any waste not created by us, including household rubbish, personal possessions, renovation debris, or items left in the work area unless we have specifically agreed to dispose of them. We may leave certain waste on site where lawful disposal is not practical, where specialist handling is required, or where removal is not included in the agreed service.

7. Complaints, Dispute Handling, and Governing Law

If you are dissatisfied with any part of our service, you should notify us promptly so we can review the matter. We may request photographs, access to the item, or other reasonable information to assess the complaint. If a remedial visit is appropriate, we may offer one at our discretion. Complaints should be raised within a reasonable time after the service, and you must take reasonable steps to prevent any alleged problem from worsening. Failure to do so may limit the remedies available to you.

Nothing in these terms affects your statutory rights as a consumer, including any rights under the Consumer Rights Act 2015 where applicable. If any provision of these terms is found to be invalid or unenforceable, the remaining provisions will continue in full force. We may update these terms from time to time, and the version in force at the date of your booking will apply to that booking unless a different version is expressly agreed. Any waiver of a right must be given in writing and will apply only to the specific instance stated.

These terms and any dispute or claim arising from them, or in connection with them, shall be governed by and interpreted in accordance with the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction, subject to any mandatory consumer rights that give you the option to bring proceedings elsewhere. By booking with Goddington Carpet Cleaners, you confirm that you have read, understood, and agreed to these Terms and Conditions as the basis of the service contract.