Strawberry Hill Carpet Cleaners Terms and Conditions

These Terms and Conditions set out the basis on which Strawberry Hill Carpet Cleaners provides domestic and commercial cleaning services. By making a booking, confirming an appointment, or allowing work to begin, the customer agrees to these terms. They are designed to make the service clear, fair, and practical for both parties. In these terms, “we”, “us”, and “our” refer to Strawberry Hill Carpet Cleaners, and “you” or “customer” refers to the person or business requesting the service.

These terms apply to carpet cleaning and any related soft furnishing or fabric cleaning services supplied by us, unless a separate written agreement states otherwise. Nothing in these terms affects your statutory rights under UK consumer law where those rights apply. We may update these terms from time to time, and the version in force at the time of booking will normally apply to that booking.

1. Booking Process
A booking is only accepted when we confirm it, whether by written message, electronic confirmation, or verbal agreement followed by written details. An enquiry alone does not create a binding contract. We may ask for information about the property, fabric type, stain history, access, and parking or entry arrangements so that we can assess whether the requested service is suitable. You must provide accurate and complete information. If information is incomplete or misleading, we may adjust the service, price, or timing, or decline to proceed.

When booking, you agree that the person arranging the appointment is authorised to act on behalf of the property owner, tenant, occupier, or business customer. If the work requires entry to premises, you are responsible for ensuring access is available at the agreed time. We may refuse to begin work if access is unsafe, unavailable, or materially different from what was described during booking. Any quoted arrival time is an estimate unless we clearly state otherwise, and we may adjust scheduling due to traffic, prior job conditions, weather, or unforeseen operational issues.

We reserve the right to conduct an on-site assessment before starting the cleaning process. If we consider that the carpets, rugs, upholstery, or surrounding surfaces are unsuitable for the requested method, we may decline some or all of the work. Examples include severe wear, unstable backing, water-sensitive materials, mould, infestation, or existing damage that may worsen during cleaning. If a service cannot proceed for such reasons, we may charge a call-out fee or a reasonable assessment fee where this has been made clear in advance or where attendance has already taken place.

2. Prices and Payments
Prices may be given as fixed rates, room-based charges, item-based charges, or estimates, depending on the service requested. Any quotation is based on the information you provide and may change if the actual condition, size, accessibility, or treatment requirement differs from that description. We will explain any material change before continuing where reasonably possible. Prices are usually stated inclusive or exclusive of VAT depending on our tax status at the time of supply, and any applicable VAT will be shown where required by law.

Payment is due in full on completion of the work unless we agree alternative terms in writing before the appointment. We may accept card payment, bank transfer, cash, or other methods that we choose to offer from time to time. Where an invoice is issued to a business customer or otherwise agreed in writing, payment must be made by the date stated on the invoice. Late payment may result in interest and reasonable recovery costs in accordance with applicable UK legislation, including the Late Payment of Commercial Debts (Interest) Act 1998 where relevant.

If a deposit or pre-authorisation is requested, the amount and purpose will be confirmed before booking is finalised. Deposits may be non-refundable where this is made clear at the time of booking, particularly if a specific date and time have been reserved and the cancellation is made too late for us to reallocate the slot. If payment is reversed, declined, disputed without valid reason, or not received, we may suspend future services until the balance has been settled. We are not responsible for any charges imposed by your bank or payment provider.

3. Cancellations and Rescheduling
You may cancel or reschedule a booking by giving us reasonable notice. Where a cancellation is made sufficiently in advance, no charge may apply, subject to any deposit terms already agreed. If you cancel at short notice, fail to provide access, or do not attend at the agreed time, we may charge a cancellation fee that reflects our lost time, travel, and preparation. The amount of any fee will be reasonable and proportionate to the circumstances.

If we need to cancel or reschedule due to illness, equipment failure, unsafe conditions, or other operational reasons beyond our control, we will aim to give notice as soon as reasonably possible and arrange a new appointment. We shall not be liable for any indirect loss caused by a rescheduled visit, including loss of business, inconvenience, or missed appointments, except where such exclusion is not permitted by law. For consumer customers, we will act in accordance with the Consumer Rights Act 2015 and any other applicable legislation.

4. Service Standards and Customer Responsibilities
We will use reasonable care and skill in carrying out the service. However, carpet cleaning results can vary according to fibre type, age, pre-existing wear, past treatments, stain composition, and drying conditions. While we aim to improve appearance and hygiene, we do not guarantee complete stain removal, full restoration, or identical colour and texture across all areas. Some marks may be permanent or may reappear due to wicking, hidden contamination, or prior damage.

You are responsible for removing fragile items, valuables, loose possessions, and any personal property that may obstruct the work area. We may move light furniture where agreed, but we are not required to move heavy, fixed, or delicate items unless specifically agreed. You should tell us in advance about any hazards, including broken fittings, weak flooring, hidden cables, pets, restricted access, or known chemical sensitivities. If you fail to do so and this affects the work, we may amend the service or refuse to continue.

5. Liability and Limitations
We accept responsibility for loss or damage caused by our negligence or breach of contract, subject to the limitations set out in these terms and the rights that cannot be excluded under law. We are not liable for pre-existing defects, ordinary wear and tear, hidden damage, or deterioration that occurs because of the age or condition of the material. We are also not liable where damage is caused by your failure to disclose relevant information, by unsuitable materials, or by instructions given by you against our advice.

Our liability for direct loss is limited to the greater of the amount paid for the specific service giving rise to the claim or such other limit as may be required by law, except in cases of death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be limited. We do not exclude liability for anything that would be unlawful to exclude under the Consumer Rights Act 2015 or any other applicable statute.

Any claim for damage must be raised as soon as reasonably possible and, where practicable, before the work area is put back into normal use. You should allow us a reasonable opportunity to inspect the issue and, where appropriate, to remedy it. If we request photographs, product details, or other relevant information, you agree to provide them promptly. Failure to notify us within a reasonable time may affect our ability to investigate and may limit any remedy available.

6. Waste Regulations and Disposal
We aim to carry out our services in a manner that is consistent with environmental responsibilities and applicable UK waste regulations. During carpet cleaning, waste may include used cleaning solution, wastewater, extracted debris, packaging, disposable cloths, and removed residues. We will handle such waste responsibly and dispose of it in accordance with the law and with reasonable commercial practice. We may use portable equipment that collects dirty water for proper containment and disposal.

Unless agreed otherwise, we are not responsible for removing household rubbish, building waste, damaged carpets, or unrelated items from the property. If a service generates waste that cannot lawfully be discharged into drains, sinks, or external areas, we may retain and transport it for lawful disposal. You must not ask us to dispose of controlled, hazardous, or prohibited materials unless we have expressly agreed and are permitted to do so. Where such materials are discovered during the service, we may stop work and request further instructions.

7. Drying, Ventilation, and Aftercare
Drying times can vary widely depending on the cleaning method, fabric type, room temperature, humidity, airflow, and previous soiling. We may provide reasonable drying guidance, but you remain responsible for ventilation and protecting cleaned areas after we leave. We do not guarantee a specific drying time unless agreed in writing. Furniture, footwear, and foot traffic may affect the cleaned surface if used too soon after treatment.

8. Changes to the Service
If you request additional rooms, items, or treatments on the day, we may agree to carry them out if time and equipment allow. Any extra work may result in additional charges. Likewise, if certain rooms or items are smaller, larger, more heavily soiled, or less accessible than expected, the agreed price may be adjusted fairly to reflect the actual service provided. We will try to explain any such adjustment before continuing, where this is practical.

We may make reasonable operational changes to the method, products, or equipment used if we believe this will improve safety, efficiency, or results. This may include altering pre-treatment selection, rinsing technique, or extraction settings. If you insist on a method that we believe is unsafe or likely to damage the material, we may refuse to follow that instruction. Our decision will be based on the condition of the item and our duty to exercise reasonable care and skill.

9. Access, Parking, and Site Conditions
You must ensure that the property is accessible at the agreed time and that any entry instructions are accurate. If parking restrictions, permit requirements, lifts, narrow access routes, or other site conditions increase the time or cost of attendance, we may pass on reasonable additional charges where this has been made clear beforehand or where the issue could not reasonably have been anticipated. We are not responsible for delays caused by events outside our control, including severe weather, road closures, or emergencies.

10. Complaints and Remedy
If you are dissatisfied with any aspect of the service, you should notify us as soon as possible so we can review the matter. We may ask for supporting information and may offer a re-clean, repair, partial refund, or other reasonable remedy, depending on the circumstances and the applicable law. Any remedy will be assessed on a case-by-case basis. We aim to resolve concerns fairly and promptly.

11. 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. If you are a consumer, you may benefit from mandatory rights and protections under the law of your home jurisdiction where applicable. Any dispute that cannot be resolved informally shall be subject to the exclusive jurisdiction of the courts of England and Wales, unless a different forum is required by applicable consumer law.

12. General Provisions
If any part of these terms is found to be invalid, unlawful, or unenforceable, the remaining provisions will continue in full force. No waiver of any term shall be effective unless agreed by us in writing. These Terms and Conditions represent the entire agreement between the parties relating to the service, except where amended in writing. By proceeding with a booking, you acknowledge that you have read, understood, and agreed to these terms in relation to carpet cleaning services, professional carpet cleaning, and other related cleaning work provided by Strawberry Hill Carpet Cleaners.