Terms and Conditions for Falconwood Carpet Cleaners

These Terms and Conditions set out the basis on which Falconwood Carpet Cleaners provides domestic and commercial carpet cleaning services in the UK. By making a booking, confirming an appointment, or allowing work to begin, the customer agrees to be bound by these terms. If any part of these terms is not accepted, the service should not be booked or commenced. These terms are designed to be clear, fair, and practical, and they apply to all carpet cleaning services, including stain treatment, upholstery-related add-ons, and related cleaning tasks where offered.

For the purposes of these Terms and Conditions, references to “we”, “us”, and “our” mean Falconwood Carpet Cleaners, and references to “you” or “the customer” mean the person, business, or organisation requesting the service. The agreement covers the quotation, booking process, delivery of the service, payment terms, cancellation rights, liability limits, waste handling, and governing law. Where a written estimate, booking note, or service confirmation contains specific terms that differ from these conditions, the specific terms will prevail only to the extent of any inconsistency.

These terms are intended for general service use and are not a guide, guarantee, or contract for any particular cleaning outcome. Carpet condition, fibre type, previous treatments, age, wear, and hidden contamination can affect results. By proceeding, the customer acknowledges that Falconwood Carpet Cleaners provides a professional cleaning service and not a restoration or repair service unless expressly agreed in writing.

1. Booking Process

A booking is not confirmed until it has been accepted by us. Initial enquiries may be made by telephone, email, online form, or other accepted communication method. Any quotation provided before inspection is based on the information supplied by the customer and may be adjusted if the actual condition, size, access, or scope of work differs from what was described. The customer is responsible for giving accurate details about carpet type, room dimensions, staining, access, parking restrictions, and any known hazards.

We may request photographs, measurements, or additional information before confirming a visit. If an on-site assessment is needed, the appointment will be arranged subject to availability. A booking is only formed once we have confirmed the appointment and, where applicable, received any requested deposit or pre-authorisation. The customer should check all booking details carefully, including date, time, service type, and property access arrangements. Any changes requested after confirmation are subject to our availability and may affect pricing.

The customer must ensure that someone authorised to approve the work is present at the property or otherwise available at the agreed time. If no one is available and access cannot be gained, the appointment may be treated as a late cancellation or failed visit. We reserve the right to decline or reschedule any service where conditions are unsafe, access is unsuitable, or the requested work is outside our capabilities or equipment range. In such cases, we will try to notify the customer as soon as reasonably practicable.

2. Service Delivery and Customer Responsibilities

The customer must prepare the area before the appointment unless we have agreed to assist with specific preparations. This includes moving small personal items, removing fragile objects, and ensuring that the carpeted areas can be reached safely. Larger furniture movement may be possible only if agreed in advance and may be excluded from the quotation. We are not responsible for damage to items that are left in place where the customer has chosen not to remove them, unless such damage is caused by our negligence.

Where the service involves wet cleaning, the customer accepts that drying times vary according to airflow, temperature, fibre type, pile density, and prior contamination. We may make reasonable recommendations about post-cleaning ventilation, but the customer remains responsible for protecting the area after completion. It is the customer’s responsibility to identify any delicate floor coverings, antique fibres, colour-sensitive materials, or previous repairs that may be affected by cleaning. If a carpet appears unsuitable for cleaning, we may refuse part or all of the service.

We will use reasonable skill and care in providing the service, and we will operate in accordance with professional standards expected of a UK carpet cleaning service. However, cleaning does not guarantee removal of all stains, odours, wear, or deep-set contamination. Some stains may permanently alter carpet fibres or dye, and some areas may become more visible after cleaning because soil is removed from the surrounding pile. Such outcomes are not defects in the service where they arise from the carpet’s pre-existing condition or material limitations.

3. Payments

Unless otherwise agreed in writing, payment is due immediately upon completion of the service on the same day. We may accept bank transfer, debit card, credit card, cash, or another method specified at the time of booking. We are not obliged to begin work unless a suitable payment method has been agreed in advance. Where a deposit or part-payment is required, that amount may be non-refundable in accordance with the cancellation terms below.

All prices are stated in pounds sterling and may be inclusive or exclusive of VAT depending on our current registration status and the manner in which the quotation is issued. Any additional charges arising from extra rooms, unforeseen heavy soiling, special stain treatment, difficult access, parking charges, congestion-related costs, or customer-requested amendments will be notified where practical and added to the invoice. If the customer disputes a charge, the undisputed portion must still be paid by the due date.

Late payment may result in reasonable recovery action. We reserve the right to charge interest and compensation on overdue business-to-business invoices in accordance with the Late Payment of Commercial Debts (Interest) Act 1998 where applicable. For consumer transactions, we may recover reasonable administrative and debt recovery costs where permitted by law. Title to any goods supplied, if applicable, does not pass until full payment has been received.

If a customer fails to pay when due, we may suspend future work, refuse to accept further bookings, or refer the debt to a third party for recovery. Any legal or collection costs reasonably incurred in recovering unpaid sums may be added to the amount owed to the extent allowed by law. We may also retain ownership of any materials or equipment supplied in connection with the service until payment is made in full.

4. Cancellations, Rescheduling, and Missed Appointments

The customer may cancel or reschedule a booking by giving notice as soon as possible. Where sufficient notice is provided, we will usually attempt to rearrange the appointment at no additional charge, subject to availability. However, if a cancellation is made after costs have been incurred or time has been reserved specifically for the appointment, a cancellation fee may apply. This may include a deposit retention or a charge reflecting reasonable wasted time and travel.

Unless a different notice period is stated in the booking confirmation, we ask for at least 24 hours’ notice for cancellations or changes. If the customer cancels on arrival, refuses access, is not present at the property, or the service cannot proceed due to inadequate preparation or unsafe conditions, we may charge a call-out fee or the agreed minimum booking fee. Where our attendance is prevented by events beyond the customer’s control, we will assess the circumstances reasonably and fairly.

We may cancel or reschedule a booking if equipment fails, staff become unavailable, access is unsafe, weather or transport disruption makes attendance impractical, or the service would breach health and safety requirements. If we cancel, we will offer an alternative date or, if appropriate, a refund of any prepaid amount for the cancelled portion of the service. Our liability for cancellation is limited to the refund of sums paid for work not performed, except where additional rights arise under law that cannot be excluded.

5. Liability and Limitations

Nothing in these terms limits or excludes liability for death or personal injury caused by our negligence, fraud, fraudulent misrepresentation, or any other liability that cannot legally be excluded. Subject to that, we will not be liable for indirect, consequential, or economic losses such as loss of profit, loss of business, or loss of opportunity arising from the use of our services.

Where damage is caused directly by our negligence, our liability will be limited, at our option and where reasonable, to repair, replacement, or the reasonable cost of remediation up to the value of the relevant service charge, except where a higher amount is required by law. We are not liable for pre-existing defects, hidden structural problems, poor carpet installation, colour loss due to age or prior treatment, or damage caused by unsuitable materials identified after work has started. Customers should notify us of any known vulnerabilities before the appointment begins.

We do not accept responsibility for items left on or near the carpet where the customer has been asked to remove them, nor for damage caused by water ingress, dislodged fittings, defective surfaces, or issues arising from the condition of the property rather than the cleaning process itself. Any claim must be raised within a reasonable time after the service is completed and, in any event, before the carpet is altered, re-cleaned, repaired, or disposed of by the customer or a third party.

6. Waste Regulations and Environmental Compliance

We operate in accordance with applicable UK waste handling and environmental requirements. Wastewater, sludge, recovered soil, used cleaning materials, packaging, and disposable items generated during the service will be handled responsibly and disposed of in a lawful manner. The customer must not ask us to dispose of hazardous materials, sharps, asbestos-containing items, chemicals, biological waste, or any substance that requires specialist handling unless this has been expressly agreed and lawfully arranged in advance.

The customer is responsible for notifying us of any contamination risk, including pet waste, mould, bodily fluids, infectious material, or chemical residues. If such substances are discovered during the service and present a health, safety, or compliance risk, we may suspend work immediately. Additional charges may apply where specialist waste controls, protective equipment, or disposal arrangements are necessary. We may refuse to continue if doing so would breach environmental rules, product safety standards, or employee safety requirements.

Any cleaning agent or consumable supplied by us remains our property until used in the service. We will use products in accordance with manufacturer instructions and relevant regulations. The customer must not request unlawful disposal methods, illegal tipping, or discharge into systems not suitable for the waste involved. Where the customer is a business, it is responsible for ensuring that any premises-specific waste procedures are communicated in advance and that no statutory duty is breached by the performance of the service.

7. Complaints, Inspection, and Remedies

If the customer believes the service has not been carried out properly, they should notify us promptly and allow a reasonable opportunity to inspect the issue. We may ask for photographs, access to the property, or further information so that the matter can be assessed fairly. If a genuine shortcoming is identified, we may offer a re-clean, partial refund, or another appropriate remedy depending on the circumstances and the nature of the issue.

Complaints do not entitle the customer to withhold payment for the whole service unless the law allows that remedy. Any remedy offered will be proportionate and will take into account the age, condition, and pre-existing state of the carpet, as well as whether the issue could have been caused by wear, previous contamination, or external factors beyond our control. We aim to resolve concerns professionally and in a timely manner.

Any claim relating to the service should be made within a reasonable time and supported by suitable evidence. The customer agrees to take reasonable steps to prevent further loss or damage after the service, including by maintaining ventilation, avoiding immediate heavy traffic where possible, and following any practical aftercare information provided at the point of completion. Failure to do so may affect any claim for remedial action.

8. Data, Privacy, and Communications

We will use customer information only for legitimate business purposes connected with booking, invoicing, service delivery, record keeping, and legal compliance. Communications may be made by phone, email, or text message for operational purposes, including appointment confirmation and schedule changes. We will handle personal data in accordance with applicable UK data protection law. Data will not be sold to unrelated third parties.

By making a booking, the customer agrees that we may retain reasonable records of service details, payment status, and job notes for administrative and legal purposes. Where photographs are taken for operational evidence, they will be used only to document the work, support a complaint investigation, or confirm the condition of the area before and after service. Any such records will be managed responsibly and retained only for as long as reasonably necessary.

9. Force Majeure and Miscellaneous Provisions

We are not responsible for failure or delay in performing our obligations where the delay or failure results from events beyond our reasonable control, including severe weather, transport disruption, fire, flood, power failure, labour shortages, equipment shortages, public health restrictions, or similar events. If such an event occurs, we will try to rearrange the appointment where possible.

If any provision of these terms is found to be unlawful, invalid, or unenforceable, the remaining provisions will continue in full force. No failure or delay by us in exercising a right or remedy shall operate as a waiver of that right or remedy. The customer may not assign or transfer the booking without our written consent, although we may use subcontractors or assistants where appropriate to deliver the service.

These terms, together with any written quotation or booking confirmation, form the whole agreement between the parties in relation to the relevant service. Any variation must be agreed in writing. Oral statements by staff will not override written terms unless we expressly confirm the variation in writing. By proceeding with a booking, the customer accepts that these conditions govern the service in full.

Governing Law
These Terms and Conditions, and any dispute or claim arising from them or the service provided by Falconwood Carpet Cleaners, are governed by the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction, except where mandatory consumer rights provide otherwise. If the customer is based in Scotland or Northern Ireland, any mandatory statutory protections that apply in those jurisdictions will be respected to the extent required by law.

By booking, confirming, or receiving our service, the customer acknowledges that they have read, understood, and agreed to these Terms and Conditions. These terms are intended to provide a clear framework for a professional carpet cleaning service, with fair expectations on both sides. They are designed to be applied sensibly, in good faith, and in accordance with applicable UK law.