Terms and Conditions for Millwall Carpet Cleaners
These Terms and Conditions set out the basis on which Millwall Carpet Cleaners provides domestic and commercial carpet cleaning services in the UK. By making a booking, confirming a quotation, or allowing our team to begin work, you agree to be bound by these terms. They are intended to be clear, fair, and practical, and to set expectations for both the customer and the service provider. Throughout this page, references to carpet cleaning services, carpet cleaners, and Millwall Carpet Cleaners refer to the same business and its authorised operatives.
These terms apply to all standard and specialist cleaning appointments, including but not limited to carpet cleaning, rug cleaning, upholstery-related fabric treatment where agreed, stain removal attempts, deodorising, and related tasks that form part of the booked service. They should be read together with any written quotation, booking confirmation, or pre-visit notes issued for your appointment. If any specific instruction in a booking confirmation conflicts with these terms, the booking confirmation will prevail for that particular job only.
For the avoidance of doubt, these terms are designed as a legal information page and not as a marketing brochure. They do not create any promise of a particular result beyond the reasonable skill and care expected of a professional carpet cleaning company. Results may vary depending on fibre type, condition, soiling level, previous treatments, and environmental factors. In some cases, stains, odours, or wear patterns may be reduced but not fully removed.
Our booking process begins when you request a quotation or appointment and provide the information needed to assess the job. This may include the number of rooms or items, fibre type if known, visible stains, access details, parking restrictions, and any concerns about delicate or aged materials. Quotations are generally based on the information supplied at the time of booking. If material information is omitted or later found to be inaccurate, the price may be adjusted to reflect the actual scope of work.
A booking is only confirmed once we have accepted the request and, where required, received any deposit or pre-authorisation requested at the time of booking. Until confirmation is issued, availability cannot be guaranteed. We may decline, postpone, or cancel a booking if we believe the property conditions, access arrangements, or requested work are unsuitable, unsafe, or outside the scope of our services. We may also refuse bookings where we reasonably believe the customer has previously engaged in abusive, fraudulent, or non-payment conduct.
The customer is responsible for ensuring that the areas to be cleaned are available at the agreed time and that the premises can be accessed safely. This includes moving light personal items where possible, securing pets, and advising us in advance of any special requirements. While our carpet cleaners will exercise reasonable care, we do not accept responsibility for delays caused by blocked access, unsafe conditions, parking difficulties, or failure by the customer to prepare the premises as agreed.
Our payment terms are designed to be straightforward. Unless otherwise agreed in writing, payment is due on completion of the service on the same day. We accept the payment methods notified at the time of booking or invoice issue. If a deposit is taken, it may be non-refundable where the appointment is cancelled late or where the deposit was specifically allocated to reserve time and operational resources. Any balance remaining after a deposit must be paid in full immediately after the work is completed.
Prices are normally quoted inclusive or exclusive of VAT according to the status of the business and will be clearly stated where applicable. Where a quotation is based on assumptions and the actual job differs materially, we may revise the price before proceeding or upon completion. This may occur where additional rooms are added, heavy staining requires extra treatment time, or the property requires specialist access or equipment. Any agreed additional charges must be paid together with the original invoice unless otherwise agreed.
If payment is not received when due, we reserve the right to charge reasonable administrative costs, suspend future services, or pursue recovery through lawful means. Late payment may also result in interest or compensation being added in accordance with applicable UK law where permitted. The customer agrees not to withhold payment for completed work solely because a stain, smell, or appearance issue remains after reasonable cleaning efforts have been made, provided the service was carried out with due care and within the limits disclosed before commencement.
Cancellations, Rescheduling, and Customer Responsibilities
Cancellations and rescheduling requests should be made as soon as reasonably possible. If you cancel or rearrange with sufficient notice, we will usually seek to accommodate the change without penalty. However, where notice is short, particularly if our team has already allocated time, equipment, materials, or travel resources, a cancellation fee or loss of deposit may apply. The exact treatment depends on the timing of the notice, the nature of the appointment, and any special arrangements that were made for your carpet cleaning service.
If we arrive at the property and are unable to carry out the work because of lack of access, unsafe conditions, inaccurate booking information, no one being present where attendance was required, or refusal to allow reasonable access, this may be treated as a late cancellation or aborted visit. In such cases, a call-out fee, part-charge, or full charge may be applied to reflect the reserved time and wasted resource. We will always act reasonably and in good faith when deciding whether a charge is appropriate.
Customers must provide accurate information about the property, the condition of the items to be cleaned, and any known risks. This includes disclosure of fragile fibres, recent dyeing, underfloor heating, previous flooding, pet accidents, adhesive residue, or prior failed stain removal attempts. Failure to disclose relevant information may limit our ability to clean safely and could affect liability for damage, incomplete results, or additional costs. Where appropriate, we may refuse to proceed until the risk is understood and accepted by the customer.
We recommend that customers remove small and valuable items from the working area before the appointment. Any furniture movement or lifting requested by the customer will be subject to suitability and safety. Our operatives may decline to move large, unstable, extremely heavy, or fragile items. If agreed furniture movement is carried out, it is done on a reasonable efforts basis only and with care, but we cannot guarantee against pre-existing weakness, concealed defects, or wear that may become apparent during handling.
Service Standards, Liability, and Limitations
Millwall Carpet Cleaners will provide services with reasonable skill and care, consistent with accepted UK industry practice and the information available at the time of the appointment. We use suitable equipment and cleaning methods selected according to the carpet type, soiling level, and the customer’s instructions. However, no cleaning company can promise complete removal of all stains, odours, bacteria, or structural wear, and service outcomes may vary from property to property.
Our liability is limited to losses or damage that are directly caused by our negligence or by a failure to carry out the service with reasonable care and skill. We do not accept liability for pre-existing damage, hidden defects, manufacturing faults, fibre migration, colour variation, shrinkage caused by latent weakness, or deterioration that would have occurred in any event. We also do not accept responsibility for damage caused by insufficient ventilation, pre-existing damp, faulty flooring, or items left in the cleaning area contrary to our instructions.
Where damage is alleged, the customer must notify us within a reasonable time and allow us the opportunity to inspect the issue before repairs, replacement, or other remedial steps are taken. Failure to preserve the condition of the item may affect any claim. If we are found liable, our responsibility will ordinarily be limited to the direct cost of repair or replacement of the affected area, subject to any legal limits that apply. We will not be liable for indirect losses, loss of profit, loss of opportunity, or consequential damage.
Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot lawfully be excluded under UK law. These terms do not affect your statutory rights as a consumer where applicable. If a term is found unenforceable, the remainder of the agreement will continue in full force so far as legally possible.
We may take reasonable precautions to protect surrounding areas, but the customer remains responsible for removing or securing items that are valuable, fragile, or particularly sensitive to moisture. Our operatives may use protective pads, sheets, or floor guards where appropriate, but such measures reduce risk rather than eliminate it. In older properties or on delicate materials, some minor movement, texture change, or residual marking may occur despite careful cleaning.
Drying times are estimates only and can vary depending on the carpet construction, ambient temperature, humidity, air circulation, and level of soil extraction required. The customer is responsible for keeping cleaned areas ventilated and avoiding foot traffic until surfaces are sufficiently dry. We do not accept liability for re-soiling, tracking, or disruption caused after completion where the customer disregards drying advice or re-enters the area too soon.
If any item appears unsuitable for treatment, our carpet cleaning company may decline to proceed with that item alone while continuing with the remainder of the booking where possible. In some cases, we may recommend a less intensive approach, but any such suggestion is not a guarantee of outcome. The customer acknowledges that certain stains, especially those caused by bleach, dye transfer, urine, burn marks, or long-term contamination, may be permanent or only partially improvable.
Waste, Disposal, and Environmental Compliance
Waste arising from carpet cleaning operations, including extracted wastewater, used absorbent materials, disposable PPE, and non-hazardous cleaning residue, will be handled in accordance with applicable UK waste regulations and environmental responsibilities. We will dispose of waste reasonably and lawfully, and we expect customers to allow us access to suitable disposal points if needed. We may choose the most appropriate method of waste handling based on the property, equipment used, and any legal or practical restrictions.
The customer must inform us in advance if the premises contain materials that may be hazardous, contaminated, or subject to special handling requirements. This includes, for example, suspected mould, bodily fluids, chemical contamination, pest activity, asbestos-related concerns, or waste requiring licensed disposal. We are not obliged to deal with hazardous waste unless this has been expressly agreed in writing and is lawful for us to do so. Where special disposal is required, additional charges may apply and the appointment may need to be re-scoped.
Any items left behind by the customer or any refuse generated from the customer’s belongings remain the customer’s responsibility unless agreed otherwise. We may remove minor non-hazardous debris associated with normal cleaning, but we are not a general waste collection service. If we reasonably believe that disposing of material would breach environmental requirements, expose our staff to risk, or require specialist licensing, we will not proceed with disposal and may suspend work until the issue is resolved.
We encourage responsible use of water and cleaning chemicals and may select products with reduced environmental impact where suitable for the fabric and stain type. However, product choice remains a matter of professional judgment. The customer acknowledges that cleaning performance, safety, and suitability may take priority over any preference for fragrance, biodegradable composition, or low-chemical treatment. Any specific eco-related request must be agreed before the service begins.
Complaints, Changes, and Governing Law
If you believe there is a problem with the service, you should raise it promptly so that we can review the matter and, where appropriate, inspect the area or arrange a suitable remedy. We aim to deal with concerns fairly and proportionately. Any request for correction, re-clean, or assessment must be made within a reasonable period after completion and before the item is altered, used heavily, or cleaned by a third party.
We may update these Terms and Conditions from time to time to reflect legal, operational, or business changes. The version in force at the time of booking will apply to that appointment unless a later written agreement states otherwise. No variation to these terms will be valid unless approved by us in writing. Failure to enforce any right or provision on one occasion does not prevent us from relying on it later.
These terms and any dispute or claim arising from or in connection with them shall be governed by and interpreted in accordance with the laws of England and Wales. The parties agree that the courts of England and Wales will have non-exclusive jurisdiction, although this does not prevent either party from using any alternative dispute resolution process that is available and appropriate before or instead of court proceedings. If any term is found invalid or unenforceable, the remaining terms will continue to apply.
By booking Millwall Carpet Cleaners, you confirm that you have read, understood, and accepted these service terms. You also confirm that you are authorised to arrange the work at the property, that the information provided is accurate to the best of your knowledge, and that you will cooperate with reasonable service requirements on the day of the appointment. These terms are intended to support a professional, fair, and transparent carpet cleaning service for all customers.
