Grangepark Carpet Cleaners Terms and Conditions

These terms and conditions set out the basis on which Grangepark Carpet Cleaners provides domestic and commercial carpet and upholstery cleaning services in the UK. By making a booking, confirming an appointment, or allowing our technicians to begin work, you agree to be bound by these terms. Please read them carefully before placing an order for any carpet cleaning service, stain treatment, deodorising, or related cleaning work.

These terms are intended to create a clear and fair agreement between the customer and the company. They explain the booking process, payment terms, cancellation rights, limitations of liability, waste handling responsibilities, and the governing law that applies to the service contract. Where a written estimate or service note conflicts with these terms, the written estimate or service note will take priority only to the extent that it expressly changes the relevant point.

In these terms, references to “we”, “us” and “our” mean Grangepark Carpet Cleaners, and references to “you” and “your” mean the customer or the person responsible for arranging the service. References to “premises” include any property, room, stairwell, hallway, office, or other area where our cleaners are asked to work. References to “service” include any carpet cleaning, rug cleaning, upholstery cleaning, odour treatment, stain removal, or associated cleaning task agreed in advance.

Booking process
All bookings are subject to availability and are only confirmed once we have accepted your request. A booking may be made by phone, email, online enquiry, or any other method we make available from time to time. When you book a Grangepark carpet cleaning appointment, you must provide accurate details about the property, the type and approximate size of the areas to be cleaned, access arrangements, parking limitations, and any known issues such as severe staining, dampness, pet contamination, or fragile floor coverings. We rely on this information to quote correctly and to allocate the right equipment and time.

We may give an estimate based on the information you provide, but an estimate is not a fixed quotation unless we state otherwise in writing. If the condition of the carpet or upholstery is materially different from the description given at booking, we may revise the price, alter the duration of the appointment, or decline to proceed where doing so would be unsafe, impractical, or unlikely to achieve a reasonable result. You are responsible for ensuring that the person who places the booking has authority to do so on behalf of the property owner, tenant, managing agent, or business.

We will normally confirm the date, time window, and scope of the service after reviewing your request. If you ask for additional work on the day, such as extra rooms, moving more furniture than agreed, or treating unexpected stains, the extra work will be subject to availability and may incur additional charges. We reserve the right to reschedule if access is unsafe, if there is insufficient parking for our vehicle, or if there are conditions that would prevent us from carrying out the cleaning to a reasonable standard. If you are not present at the start time, we may still proceed if access has been arranged, but any delay caused by late access may reduce the time available for cleaning.

Preparation for the service
You must prepare the area before we arrive unless we have expressly agreed to do that work. This includes removing small and fragile items, lifting loose valuables, securing pets, and ensuring electricity and water supplies are available where required. We may move light furniture as part of the service, but we are not obliged to move heavy, fitted, delicate, or hazardous items unless agreed in advance. Any item moved by us is moved at your request and at your risk, unless damage is caused by our negligence.

You should tell us before work begins about any pre-existing damage, loose seams, colour loss, fraying, previous repairs, water damage, underlay issues, or chemical sensitivities. Some carpets and fabrics are not suitable for deep cleaning, hot water extraction, or stain treatments. Where we believe a method may cause unreasonable risk, we may refuse to use it and propose an alternative. We do not guarantee removal of all stains, odours, or marks, as results depend on fibre type, previous treatment, age of the stain, and the condition of the material.

We may take reasonable photographs before, during, and after the service for quality control, internal records, training, and dispute resolution. These images will be handled in accordance with applicable data protection laws. We will not use your images for marketing without permission. If you do not want images taken for internal record keeping, you must tell us before the service begins, although we may still need to record limited evidence where there is a complaint, claim, or safety concern.

Payments and charges
Prices are usually based on the type of service, number of rooms or items, area size, condition, level of soiling, access, and any specialist treatment required. Unless otherwise agreed in writing, payment is due on completion of the service or at the time stated on your invoice. We may require a deposit, especially for larger jobs, repeat visits, or commercial work. Any deposit will be set out at the time of booking and may be non-refundable where we have reserved time and resources specifically for your appointment.

We accept payment methods that we notify to you from time to time. All prices are stated in pounds sterling and, where applicable, may be subject to VAT. If a price is shown as inclusive or exclusive of VAT, that will be made clear on the estimate or invoice. If payment is not made when due, we may charge interest and recover reasonable costs of collection in accordance with the Late Payment of Commercial Debts (Interest) Act 1998 where applicable, or otherwise at a reasonable rate permitted by law.

You must not withhold payment because a stain remains visible if the stain was disclosed as difficult, permanent, or uncertain, or if the fabric has suffered irreversible damage that was not caused by us. If you believe the service has not been provided correctly, you must raise the issue promptly and allow us a reasonable opportunity to inspect the area and consider a remedy. Any agreed refund, re-clean, or partial adjustment is made without admission of liability unless we expressly state otherwise.

Cancellations, postponements, and missed appointments
You may cancel or reschedule a booking by giving us reasonable notice. Unless a different notice period is stated in your estimate or booking confirmation, we ask for at least 24 hours’ notice for domestic appointments and a longer period for larger commercial or multi-day jobs where staff and equipment have been allocated in advance. If you cancel late, fail to provide access, or are not ready for the service to begin, we may charge a cancellation fee or retain part of any deposit to cover our losses and administrative costs.

We may cancel or postpone a booking where necessary because of illness, severe weather, transport disruption, equipment failure, safety concerns, or other events outside our reasonable control. In such circumstances, we will aim to rearrange the appointment within a reasonable time. We will not be liable for any indirect loss caused by a cancellation or delay, provided we act reasonably and communicate the issue as soon as practicable. If you ask us to wait beyond the agreed time window, we may treat the appointment as a missed visit and leave the premises.

Where repeated cancellations, repeated access issues, or unreasonable changes to the scope of work occur, we may decline future bookings. We reserve the right to refuse service if a customer behaves abusively, fails to provide a safe environment, or insists on instructions that would create a risk to our staff, the premises, or the cleaning results. Any such refusal will be handled professionally and, where appropriate, any unused prepaid amount will be dealt with in line with these terms and the applicable law.

Our obligations and service standards
We will carry out the service with reasonable care and skill, using equipment and products we consider suitable for the relevant surface and stain type. Our technicians will act professionally and will make reasonable efforts to protect surrounding areas, but cleaning work inevitably involves moisture, agitation, suction, and chemical application. For that reason, some risk of temporary dampness, residual odour, fibre shading, pile distortion, or colour variation may remain even where the work is performed properly.

We will use reasonable judgment when selecting methods and products, but we may decline to use a customer-supplied chemical or accessory if we believe it is unsafe or unsuitable. Where a stain, residue, or damage has been caused by previous treatment, bleach, dye loss, moth damage, or faulty installation, we are not responsible for the underlying defect. We are also not responsible for shrinkage, seam opening, texture change, or other issues caused by the age or construction of the carpet, provided we have used reasonable care.

If we agree to move furniture or handle items near the work area, you remain responsible for removing delicate contents from drawers, shelves, and surfaces unless we say otherwise. We may ask you to sign a completion note or inspection record confirming the work done. Signature of a completion note is not a waiver of your rights under these terms, but it is evidence that the service was completed and accepted subject to any noted exceptions.

Liability and limitations
Nothing in these terms limits or excludes liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot lawfully be limited or excluded under UK law. Subject to that, we will not be liable for losses that are indirect, consequential, or purely economic where they were not reasonably foreseeable at the time of booking. We also will not be liable for loss of profits, business interruption, loss of opportunity, or loss of enjoyment arising from delayed, postponed, or incomplete cleaning services.

Our total liability for any claim arising out of or in connection with a service will be limited to the amount paid or payable for the specific service giving rise to the claim, except where a higher limit is required by law. If a claim relates to one room, one item, or one treatment only, our liability will ordinarily be limited to the charge for that specific part of the job. This limit applies whether the claim is based in contract, tort, negligence, breach of statutory duty, or otherwise.

You are responsible for notifying us of any special risk, including hidden damage, weak flooring, unstable furniture, damp subflooring, or sensitive materials. We are not responsible for damage resulting from undisclosed defects, inadequate preparation, or the natural deterioration of materials. We are also not responsible for any property left in a vulnerable position if you ask us to work around it. If an item is especially valuable, irreplaceable, antique, or of sentimental importance, you should remove it or notify us before the service so that appropriate precautions can be considered.

Waste regulations and environmental handling
We aim to operate in line with UK waste and environmental requirements, including the duty to prevent pollution and dispose of waste responsibly. Waste produced during a carpet cleaning service may include used cloths, disposable filters, collected debris, packaging, and wastewater recovered from extraction equipment. Unless otherwise agreed, we will take reasonable steps to remove and dispose of waste generated by our own work in a lawful and appropriate manner. We do not ordinarily remove household rubbish, bulky waste, or contaminated items unrelated to the cleaning service.

You remain responsible for ensuring that any waste, items, or materials you ask us to collect are lawfully capable of being moved and disposed of. If we agree to handle contaminated materials, pet waste, biohazard-related residue, or other regulated waste, you must disclose this in advance. We may refuse such work if we do not have the correct permissions, equipment, or disposal arrangements. Any additional charge for specialist waste handling or disposal will be confirmed before we proceed where reasonably possible.

You must not ask us to dispose of items in a way that would breach environmental, health and safety, or local authority rules. Where waste transfer documentation is required, we will prepare or supply it only if legally necessary and if the relevant details have been provided by you. We may suspend or terminate the service if we discover unsafe waste, illegal dumping, or hazardous contamination that was not disclosed. In such cases, you may remain liable for the full cost of work already completed and any unavoidable disposal-related costs.

Complaints, remedies, and variations
If you are dissatisfied with any aspect of the service, you should notify us as soon as reasonably possible and, where practical, before the area is fully used again. This allows us to inspect the work and consider a fair remedy, which may include a re-clean, spot treatment, explanation, or a price adjustment where appropriate. Any remedy offered will depend on the nature of the issue and whether the matter arose from our act or omission. We may ask for supporting photographs, a description of the issue, and access to the relevant area.

We may vary these terms from time to time, but the version in force at the time of booking will apply to that booking unless a change in law or regulation requires an immediate update. No employee, contractor, or representative of Grangepark Carpet Cleaners is authorised to vary these terms orally unless the variation is confirmed in writing by an authorised person. If any part of these terms is found to be unenforceable, the remainder will continue in full force and effect.

Governing law
These terms and any dispute or claim arising from them, whether contractual or non-contractual, are governed by the law of England and Wales. The courts of England and Wales will have exclusive jurisdiction, except where mandatory consumer law provides otherwise. If you are contracting as a business customer, you agree that any proceedings will be brought in the courts of England and Wales.