West Green Carpet Cleaners Terms and Conditions
These Terms and Conditions set out the basis on which West Green Carpet Cleaners provides domestic and commercial carpet cleaning services in the UK. By making a booking, the customer agrees to be bound by these terms, which are intended to create a fair, clear and practical arrangement for both parties. For the purposes of these terms, references to “we”, “us” and “our” mean West Green Carpet Cleaners, and references to “you” and “your” mean the customer placing the order.
These terms apply to all carpet cleaning services supplied by us, including standard carpet cleaning, stain treatment, odour reduction, fibre-safe maintenance cleaning and related add-on services where agreed in advance. They should be read together with any written quotation, booking confirmation, or service specification provided before the work begins. If there is any inconsistency, the written quotation or order confirmation will take priority over these general terms, unless otherwise required by law.
We aim to deliver a professional carpet cleaning service with reasonable skill, care and attention. However, results may vary depending on carpet fibre, age, wear, existing damage, previous treatments, dye stability, and the nature of any staining or soiling. The customer acknowledges that some marks, odours or residue may not be fully removable and that certain carpets may be more sensitive to cleaning methods than others.
Booking process begins when you submit a request for a quotation or appointment and we confirm availability. A booking is only secured once we have provided confirmation in writing, by email, text message, or another agreed method. Any estimated time slot is given in good faith, but arrival times may vary due to travel conditions, earlier job duration, parking restrictions, or access issues. If we need additional information before confirming, you must provide accurate details about the rooms, carpet condition, access arrangements, and any known stains or hazards.
Before work starts, you must tell us about pets, children, vulnerable persons, delicate furnishings, electrical equipment, water leaks, underfloor heating, recent renovations, or any other condition that could affect the service. You are responsible for ensuring that the area to be cleaned is reasonably accessible and that moveable items are removed where required. Unless otherwise agreed, we do not move heavy furniture, unscrew fixtures, or remove items that are fixed, fragile, or likely to be damaged by relocation.
We reserve the right to refuse or suspend a booking if the premises are unsuitable, unsafe, not ready for cleaning, or materially different from the information given at the time of booking. If additional work is requested on site, including extra rooms, specialist treatments, or deep stain work, it will only be carried out if we are able to do so safely and if any extra charges are agreed before the work proceeds. Any booking made on behalf of another person must be authorised by that person, and the individual making the booking confirms they have authority to accept these terms.
Payments must be made in the manner and by the time stated on the invoice or booking confirmation. Unless we agree otherwise in writing, payment is due immediately on completion of the service. We may request a deposit for certain appointments, larger contracts, urgent bookings, or repeat-cancellation risks. Deposits, where applicable, are normally non-refundable except where required by law or where we cancel the appointment without fault on your part.
All prices are quoted based on the information supplied before the visit. If the work takes longer than expected, requires extra treatment, or involves additional areas not originally included, the final price may be adjusted to reflect the actual service delivered. We will explain any material change before proceeding where reasonably practicable. Discounts, promotions and special offers are subject to availability and may be withdrawn or amended at any time, except for bookings already confirmed under the relevant offer.
Payment methods may include bank transfer, card payment, cash, or another approved method. Where payment is accepted after completion, you remain responsible for settling the invoice in full by the due date. If payment is not received on time, we may charge reasonable late-payment interest and recovery costs to the extent permitted by law. We may also suspend future services until outstanding sums are paid. Any bank charges, failed payment fees, or charges resulting from incorrect payment details provided by you may be added to the account where lawful.
Cancellations and rescheduling should be made as early as possible. If you need to cancel or move an appointment, you must notify us within a reasonable time before the scheduled visit. Cancellation charges may apply where notice is short, where staff and equipment have already been allocated, or where the booking has been prepared specifically for your premises. Where a deposit has been taken, it may be retained partly or fully to cover reasonable loss arising from late cancellation.
If we arrive and cannot access the property, if no adult is present where required, or if the service cannot proceed because the premises are not ready, we may treat the appointment as a late cancellation or failed visit and charge a call-out or wasted-journey fee. If we must cancel or reschedule due to illness, equipment failure, severe weather, or another event beyond our control, we will use reasonable efforts to rearrange the appointment at a mutually convenient time. We will not be liable for minor delays caused by traffic, parking, or other operational issues outside our reasonable control.
In accordance with UK consumer law, if you are a consumer and have booked remotely, you may have a right to cancel in certain circumstances before the service begins. However, if you request that we begin the service within the cancellation period, you may lose that right once the service is fully performed, or may be required to pay for work carried out up to the point of cancellation. Any such waiver or acknowledgement will be handled in a lawful and transparent way. Where a business customer places the booking, any cancellation rights will be governed by the agreed contract and applicable law.
Liability is limited to losses that are foreseeable, direct and caused by our negligence or breach of contract, except where liability cannot legally be limited. We will take reasonable care when cleaning carpets and handling equipment, but we are not responsible for pre-existing damage, hidden defects, weak seams, loose dye, old wear, deterioration, moth damage, shrinkage, prior water damage, or adverse effects caused by unsuitable materials. Natural variations in pile, shading, and texture may also remain after cleaning.
Although we use professional techniques and products, certain stains may become more visible after treatment, especially where residue from previous cleaning attempts, spot treatments or chemical reactions exists. Some odours, colour runs, watermarking, or texture changes may occur due to the age or condition of the carpet. Where we have advised that a material risk exists and you instruct us to proceed, you accept that risk except to the extent we have acted negligently. You should notify us before work begins of any known fragility or prior damage.
If we cause damage through proven negligence, our responsibility will normally be limited, at our option, to repairing the damage, arranging replacement, or paying the reasonable cost of repair or replacement, subject to any statutory rights that cannot be excluded. We do not exclude liability for death or personal injury caused by our negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be limited under UK law. Nothing in these terms affects your statutory rights as a consumer.
Waste regulations and environmental compliance are an important part of our service. We will dispose of waste arising directly from the cleaning process in a lawful and responsible manner, in line with applicable UK waste and environmental requirements. This includes packaging, disposable materials, and any waste we generate ourselves during the course of providing the service. We will take reasonable steps to reduce unnecessary waste and to use products responsibly.
You must not request us to dispose of items that are prohibited, hazardous, unlawfully stored, or not reasonably connected to the carpet cleaning service unless we have expressly agreed and are legally permitted to do so. If we encounter contaminated materials, biological waste, excessive debris, or substances that require specialist handling, we may stop work, refuse disposal, or charge additional fees for compliant handling where lawful. You are responsible for telling us in advance about any contamination risks, including pet waste, mould, sewage contact, chemicals, needles, or sharps.
Where waste is removed from your premises, ownership of that waste passes to us only to the extent necessary for lawful disposal or treatment. We may subcontract certain waste-handling or recycling functions to properly authorised third parties. Any recycling, recovery, or disposal decisions will be made in accordance with applicable regulations and operational requirements. If the customer asks us to leave waste on site, the customer becomes responsible for lawful storage and disposal after the service ends.
Service standards and customer obligations
We will perform the cleaning service with reasonable care and skill and aim to complete the work in a professional and timely manner. You agree to ensure that the carpets are suitable for cleaning and that any special requirements, fragile materials, or limitations are disclosed before the appointment. We may decline to clean items that appear unsafe, excessively fragile, or likely to be harmed by a standard professional cleaning process. If a pre-test is required to assess fibre stability or colourfastness, you agree to allow sufficient time for that assessment before the full service begins.
You are responsible for securing valuables, removing small items, and protecting delicate belongings before we attend, unless we have expressly agreed to do so. Where furniture is moved by us with your consent, we will do so with reasonable care, but we are not liable for damage to unstable, poorly assembled, or concealed fragile items unless caused by our negligence. If carpets remain damp after cleaning, you should follow any aftercare instructions we provide, including avoiding foot traffic until drying is reasonably complete.
Any complaint about the service should be raised as soon as possible and, in any event, within a reasonable time after completion. We may ask for supporting information, photographs, or an opportunity to revisit the property to assess the issue. If a further visit is appropriate, we may offer a re-clean or another reasonable remedy at our discretion, provided this is consistent with your statutory rights and the facts of the complaint.
Force majeure and interruptions
We are not responsible for delay or failure to perform our obligations where the delay or failure is caused by events beyond our reasonable control. These may include severe weather, road closures, accidents, power failure, supply disruption, strikes, illness, equipment theft, acts of government, or emergency incidents affecting access to the property. Where such an event occurs, we will use reasonable efforts to notify you and rearrange the appointment if possible.
If the service is interrupted after work has begun due to a reason beyond our control, we may charge for the proportion of the service completed and for any materials already used. If the interruption is caused by information you failed to provide, unsuitable site conditions, or unsafe access, we may also charge for wasted time or travel where lawful. We will always act reasonably and proportionately when applying any such charge.
Any waiver or delay in enforcing a right under these terms does not mean that right has been waived permanently. If any clause is found to be unlawful, invalid or unenforceable, the remaining provisions will continue to apply. These terms are written to be interpreted in a practical manner so that the service can be delivered fairly and consistently.
Governing law
This agreement, and any dispute or claim arising from or in connection with it, shall be governed by and interpreted in accordance with the laws of England and Wales. If the customer is based in Scotland or Northern Ireland, mandatory consumer protections of the relevant jurisdiction will continue to apply where required by law. Any dispute will be subject to the jurisdiction of the courts of England and Wales, except where another court has non-excludable jurisdiction under applicable law.
By confirming a booking with West Green Carpet Cleaners, you acknowledge that you have read, understood and agreed to these Terms and Conditions. We may update these terms from time to time to reflect legal, operational or commercial changes, but the version in force at the time of your booking will apply to that booking unless a change is required by law. Continued use of our services after a revised version has been made available will constitute acceptance of the updated terms for future bookings.
Final note: these terms are intended to provide a clear contractual framework for our carpet cleaning services while respecting applicable UK law and consumer rights. They should be used as a legal service page and not as a promotional or guide-style article. We recommend that customers review the terms before confirming a booking, especially where specialist fabrics, stubborn stains, or access restrictions are involved.
