Queenspark Carpet Cleaners Terms and Conditions
These Terms and Conditions set out the basis on which Queenspark Carpet Cleaners provides domestic and commercial carpet cleaning and related fabric care services in the United Kingdom. By making a booking, confirming a quotation, or allowing access for work to begin, the customer agrees to these terms. They are designed to create clarity around the booking process, pricing, payment, cancellation, liability, waste handling, and the legal framework governing our Queenspark carpet cleaning services.
These terms apply to all standard carpet cleaning service bookings unless a separate written agreement states otherwise. Any variation must be agreed in writing by both parties. If there is any inconsistency between a written quotation and these terms, the written quotation will take priority only for the specific matter it addresses. Otherwise, these terms continue to apply in full to every Queenspark Carpet Cleaners appointment.
In these terms, “customer” means the person or business requesting the service, “property” means the premises where the work will be carried out, and “service” means the carpet, upholstery, rug, or related cleaning work agreed at the time of booking. References to “we”, “us”, and “our” mean Queenspark Carpet Cleaners. References to “you” and “your” mean the customer or the authorised representative making the booking.
1. Booking Process
Bookings for Queenspark Carpet Cleaners may be made through the channels we make available from time to time. A booking is not confirmed until we have accepted the request and, where required, received any deposit or written confirmation requested. Quotes are normally based on the information supplied by the customer, including room sizes, carpet condition, access, and any known staining, odours, or specialist treatment requirements. If the information provided is incomplete or inaccurate, the final price or time required for the work may change.
We may ask for photographs, measurements, or further details before confirming the appointment. This helps us assess whether the requested Queenspark carpet cleaning service is suitable, whether any specialist equipment is needed, and whether the work can be completed safely and efficiently. Any estimated time slot is given in good faith, but arrival windows may vary because of traffic, previous job length, weather, parking restrictions, or other operational factors outside our reasonable control.
When the customer confirms a booking, they are responsible for ensuring that the property is ready for the service. This includes reasonable access to the areas to be cleaned, the availability of water and electricity where needed, and the removal of fragile, valuable, or loose items from the treatment area. If the property is not ready, or if we cannot access the area safely, we may need to postpone the work and charge a call-out or wasted visit fee if appropriate.
The customer must tell us in advance about any matters that could affect the cleaning process, including recent renovations, pre-existing damage, hidden stains, damp, mould, pest activity, or delicate fibres. Certain carpets or materials may require special handling or may not be suitable for standard cleaning methods. In such cases, we may refuse the work, limit the scope, or recommend a different approach. We are entitled to rely on the information provided by the customer when deciding how to carry out the service.
2. Pricing and Payments
Prices for Queenspark carpet cleaning are normally confirmed in advance and may be based on room count, area size, treatment type, condition, or the level of soiling. Unless expressly stated otherwise, quotations are exclusive of additional charges that arise because of unexpected conditions, such as excessive contamination, difficult access, parking costs, stair carries, out-of-hours work, or specialist stain removal. Any such extras will be explained where reasonably practicable before we proceed.
Payment is due in the manner and by the time stated at booking or in the quotation. We may require full payment on completion, immediate payment, or a deposit in advance depending on the type and value of the service. We accept payment methods that we make available from time to time, and the customer must ensure that payment is made in cleared funds. Where an invoice is issued, it must be paid by the due date shown on the invoice unless we agree otherwise in writing.
We reserve the right to pause or withhold completion certificates, receipts, or follow-up work if payment is overdue. If a payment fails, is reversed, or is disputed without a valid reason, the customer may be liable for any bank charges, administration costs, and reasonable recovery expenses arising from the non-payment. Discounts, promotional prices, or bundled offers are offered at our discretion and may be withdrawn or amended at any time before a booking is confirmed.
Where a customer is acting for a business, school, landlord, agency, or managing agent, the person placing the order warrants that they have authority to do so and that the organisation will pay all sums due. Unless otherwise agreed, the customer remains responsible for all charges associated with the job, including any agreed extras arising during the service.
3. Cancellations, Rearrangements, and Missed Appointments
A customer may cancel or rearrange a booking by giving reasonable notice. Because each Queenspark Carpet Cleaners appointment reserves staff time, equipment, and scheduling capacity, late cancellations may be subject to a fee. If notice is given less than the minimum period set out in the booking confirmation, or if no notice is given and we attend the property, we may charge a cancellation or wasted visit fee to cover our time and costs.
If you need to change the date or time, we will try to accommodate the request subject to availability. However, rearrangements are not guaranteed, especially during busy periods. If we are unable to gain access to the property at the agreed time because keys, security codes, parking arrangements, or an authorised person are unavailable, this may be treated as a missed appointment and charged accordingly. We are not responsible for any loss caused by your failure to ensure access.
We may cancel or postpone a booking if we believe the work cannot be completed safely, if the property conditions are unsuitable, if weather or external conditions create a risk, or if equipment fails unexpectedly. In such circumstances, we will aim to offer an alternative appointment. Where we cancel for reasons within our control, any advance payment for undelivered work will normally be refunded or credited, unless we are permitted to apply it against work already completed or costs already incurred.
4. Service Standards, Customer Responsibilities, and Liability
We will use reasonable skill and care when carrying out carpet cleaning services. However, cleaning results can vary depending on carpet age, fibre type, pre-existing wear, past treatment, previous spillages, dye stability, and the nature of stains or odours. No cleaning method can guarantee complete removal of every mark, especially where a stain has already set, fibre damage has occurred, or discolouration is permanent. Any improvement estimates are given honestly but are not guarantees.
The customer is responsible for advising us of any known risks, including fragile seams, loose flooring, damaged underlay, colour sensitivity, existing tears, pet damage, water damage, or areas that have been previously treated with inappropriate chemicals. We are not liable for deterioration that results from pre-existing conditions, hidden defects, or inaccurate information supplied by the customer. If we identify a risk that could cause harm, we may stop or limit the service in the affected area.
To the fullest extent permitted by law, our liability is limited to the amount paid or payable for the specific service giving rise to the claim. We are not liable for indirect or consequential loss, loss of profit, business interruption, emotional distress, or loss of opportunity. Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot legally be excluded under UK law.
If we move furniture or items at the customer’s request, this is done on the basis that the customer accepts the risk of minor movement, pressure marks, or pre-existing instability. We will take reasonable care, but we are not responsible for items that are already damaged, poorly assembled, overburdened, or unsuitable to be moved. Any special instructions should be provided before the service begins. Customers should also remove cash, jewellery, documents, and other valuable items from the work area.
Where our staff are asked to work around fragile fittings, electronics, or decorative items, the customer remains responsible for deciding whether those items should be protected, relocated, or disconnected beforehand. We may refuse to proceed if the arrangement is unsafe or likely to cause damage. If a customer insists on proceeding against our advice, any resulting risk will rest with the customer to the extent permitted by law.
5. Waste Regulations, Chemicals, and Environmental Handling
Queenspark Carpet Cleaners will handle waste, wastewater, packaging, and cleaning residues in accordance with applicable UK environmental and waste regulations. We aim to dispose of waste responsibly and to avoid unlawful discharge into drains, soil, or watercourses. Any removed waste remains subject to the rules applicable to its type and condition. Where specialist disposal is required, we may need to charge an additional fee or decline the work if safe disposal arrangements cannot be made.
Customers must not ask us to dispose of prohibited materials, hazardous waste, needles, sharps, asbestos, chemical containers, biological waste, or items that are regulated under separate disposal regimes unless this has been expressly agreed in advance and we are legally permitted to handle them. We may refuse to use customer-supplied chemicals if they appear unsafe, unsuitable, or contrary to our procedures. If the customer requests the use of a specific product, they accept responsibility for any adverse reaction unless the problem results from our negligence.
Any wastewater or extraction residue generated during the service will be handled using appropriate cleaning methods and equipment. Where necessary, we may ask to use a suitable drain, outside area, or disposal point that complies with applicable law and the property’s rules. The customer must ensure that access to such areas is permitted. We will not intentionally discharge contaminants in a way that breaches environmental requirements or creates avoidable damage to the property.
6. Complaints, Re-cleans, and Claims
If the customer is dissatisfied with any part of a completed service, they must notify us within a reasonable time and provide details of the issue. This allows us to assess whether the concern relates to workmanship, a pre-existing condition, or a limitation of the cleaning method. Where appropriate, we may offer a re-clean or another reasonable remedy. A re-clean is not an admission of liability and will only be offered where we consider it fair and practicable.
Claims for damage must be supported by evidence and reported as soon as reasonably possible after the service. The customer must take reasonable steps to mitigate any loss and must not attempt repairs, replacements, or third-party intervention without first allowing us a fair opportunity to inspect the issue, unless urgent action is required to prevent further damage. Failure to give us that opportunity may affect any remedy available.
Nothing in these terms affects your statutory rights under UK consumer law. Where the customer is a consumer, any rights relating to reasonable care and skill, description, price, timing, or service quality remain available as required by law. Where the customer is a business, any conditions implied by statute that may lawfully be excluded are excluded to the fullest extent permitted.
7. Force Majeure
We are not responsible for failure or delay caused by events outside our reasonable control, including severe weather, accidents, road closures, public transport disruption, staff illness, power failure, equipment failure, flooding, fire, strikes, or government restrictions. If such an event affects a booking, we will seek to reschedule where reasonably possible, but we will not be liable for costs or losses arising from the delay or cancellation, except where required by law.
8. Governing Law
These Queenspark Carpet Cleaners Terms and Conditions, and any dispute or claim arising from them or from the service, are governed by the laws of England and Wales. If you are a consumer, the courts of your usual residence within the United Kingdom may have jurisdiction where mandatory consumer rules allow. If you are acting as a business customer, you agree that the courts of England and Wales shall have exclusive jurisdiction, unless mandatory law provides otherwise.