Pimlico Carpet Cleaners Terms and Conditions

These terms and conditions set out the basis on which Pimlico Carpet Cleaners provides carpet, upholstery, and related cleaning services to domestic and commercial customers in the UK. By making a booking, confirming a quotation, or allowing our team to start work, the customer agrees to these terms. They are intended to be clear, fair, and consistent with applicable UK consumer and business law. If anything in these terms is unclear, the customer should review the document carefully before placing an order.

In these terms, references to “we”, “us”, and “our” mean Pimlico Carpet Cleaners. References to “you” and “your” mean the customer placing the booking or receiving the service. These conditions apply to all standard carpet cleaning, stain treatment, deodorising, upholstery cleaning, and associated services unless a separate written agreement says otherwise. Any variation must be agreed in writing before the service begins.

These conditions are designed to support a professional and predictable service relationship. They cover the booking process, pricing, payment, cancellation rules, access and preparation, liability limits, waste handling, and the law that governs the contract. They do not affect any statutory rights that cannot be excluded under UK law.

Booking Process

Bookings are accepted subject to availability and confirmation. When you request a service, you may be asked to provide details such as the property type, the number and condition of items to be cleaned, access information, and any special requirements. Any quotation we provide is based on the information available at the time and may be revised if the actual condition, quantity, or complexity of work differs from what was described.

A booking becomes binding only when it has been confirmed by us, either verbally, in writing, or by other recorded means. We may refuse or cancel a booking if we reasonably believe the service cannot be delivered safely, lawfully, or within the agreed scope. We may also request photographs, measurements, or further information to ensure that the correct equipment and time allocation are assigned.

You are responsible for ensuring that the person making the booking has authority to do so. For commercial premises, the customer must ensure that any required building access, parking permissions, and site rules are arranged in advance. For domestic properties, you must make sure the relevant areas are ready for service and that the cleaning team can safely access the premises at the agreed time.

Service Standards and Customer Responsibilities

We will provide our service using reasonable skill and care and aim to achieve a professional cleaning result appropriate to the condition of the item or surface. However, certain materials, stains, dyes, odours, and pre-existing damage may limit the possible outcome. Some marks may be permanent, and some fibres may react unpredictably to moisture, heat, pressure, or cleaning agents.

You must tell us in advance about delicate fabrics, previous treatments, colour bleed, water damage, known contamination, infestations, or other relevant issues. If you fail to provide accurate information, we may not be liable for delays, extra charges, or unsatisfactory results caused by that omission. We may decline to treat items that we consider unsafe, unsuitable, or outside our standard service scope.

It is your responsibility to remove or protect valuables, fragile items, documents, electronics, and personal possessions before the appointment. Where furniture must be moved, you should ensure that the items are empty and that their movement will not cause damage. We may move light furniture where reasonably necessary, but we are not obliged to move heavy, fixed, valuable, or unsafe items.

Pricing, Quotes, and Payment

Prices may be supplied as fixed quotes, estimated quotes, or call-out based charges depending on the nature of the work. Unless clearly stated otherwise, prices are exclusive of any additional work required due to unexpectedly difficult conditions, extra rooms, larger item quantities, or additional treatment requested on site. If the scope changes after booking, we may update the price before proceeding.

Payment terms will be specified at the time of booking or before the service starts. We may require full payment in advance, a deposit, or payment on completion depending on the size and nature of the job. Accepted payment methods may include bank transfer, card payment, or another agreed method. If payment is due on completion, it must be made immediately unless we have agreed an alternative arrangement in writing.

Where an invoice is issued to a business customer, payment is due within the period shown on the invoice. Late payments may incur interest and reasonable recovery costs in accordance with the Late Payment of Commercial Debts (Interest) Act 1998 and any applicable regulations. We reserve the right to suspend further services, retain goods lawfully, or take other reasonable steps to recover overdue sums.

Cancellations, Rescheduling, and Missed Appointments

You may cancel or reschedule a booking by giving us reasonable notice. If you cancel with sufficient notice, we may, at our discretion, offer a refund of any deposit or allow it to be transferred to a new booking. If cancellation occurs after work has been allocated, equipment prepared, or staff dispatched, we may charge a cancellation fee to cover losses and administrative costs.

If you cancel at very short notice or fail to provide access at the agreed time, we may treat the booking as a missed appointment. In that event, a minimum charge, call-out fee, or the full booked amount may be payable, depending on the circumstances and any prior agreement. We will act reasonably when assessing any fee and will take into account the notice provided and the work already performed.

We may reschedule or cancel a booking where circumstances beyond our reasonable control prevent us from attending safely or on time. This may include severe weather, traffic disruption, equipment failure, illness, access restrictions, or other operational issues. Where we cancel for reasons within our control, we will offer an alternative appointment or a refund for any amount paid in advance for work not carried out.

Liability and Limitations

We will take reasonable care while working in your premises and while handling items that are suitable for our service. However, our liability is limited to loss or damage caused by our negligence or by a breach of these terms. We are not responsible for pre-existing damage, wear and tear, hidden defects, or problems caused by the natural condition of the material being cleaned.

We are not liable for indirect or consequential losses, loss of profits, loss of business, loss of opportunity, or any other economic loss that does not arise directly from our breach. 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.

Where damage is caused and we are found to be responsible, our liability will generally be limited to the lower of the reasonable cost of repair, replacement, or re-cleaning, subject to the condition of the item and any applicable insurance recovery process. You must notify us of any claim as soon as reasonably possible and in any event within a reasonable time after the service, so that we can inspect the issue and investigate properly.

Condition of Items and Results

Pimlico carpet cleaners cannot guarantee the complete removal of every stain, mark, smell, or pollutant. Results depend on fibre type, age of staining, previous treatment, and the extent of soiling. Some items may appear cleaner immediately after service but continue to dry over several hours, and final appearance may differ from the surface condition observed while damp.

We may point out pre-existing wear, colour loss, or defects before work begins if they are visible. If you instruct us to proceed despite warnings, you accept that the service is carried out on that basis. We may refuse to apply aggressive products or methods where we believe doing so could cause damage or reduce the safe life of the item.

If you ask us to treat heavily soiled or fragile materials, you accept that there is a higher risk of incomplete recovery, shrinkage, texture change, or other alteration. We will use reasonable skill and care, but the inherent risks of the item remain your responsibility unless we have specifically agreed in writing to take on that risk.

Access, Health, Safety, and Site Conditions

You must provide a safe working environment. This means adequate access to the areas to be cleaned, safe parking or unloading arrangements where needed, and suitable water and power access unless otherwise agreed. If conditions on site are unsafe, unsanitary, or materially different from what was described, we may pause, amend, or withdraw from the service and charge for any work already undertaken.

We may ask you to move pets, keep children away from working areas, and ensure that the premises are clear of hazards before we begin. Our staff may refuse to continue if they believe there is a risk to health and safety. Where a site has special requirements such as security checks, permits, or building management procedures, you must arrange these in advance and allow enough time for compliance.

We are entitled to follow our own operational methods, including the use of cleaning agents, drying procedures, and equipment settings that are suitable for the material and the environment. You must not ask our staff to use products or methods that we consider unsafe, unlawful, or inconsistent with our professional standards.

Waste Regulations and Environmental Handling

We operate in accordance with applicable UK waste regulations and environmental obligations. Any waste generated during the service, including removed debris, disposable materials, and contaminated residue, will be handled lawfully and responsibly. Where waste is removed from your premises by us, it will be disposed of or transferred through appropriate channels in line with current requirements.

You remain responsible for declaring any hazardous, contaminated, or regulated waste before the appointment. This includes materials affected by chemicals, biological contamination, pests, mould, needles, sharps, or other dangerous substances. We may refuse to handle such waste unless we have expressly agreed to do so and have the appropriate procedures, equipment, and legal permissions in place.

If we identify waste or contamination not previously disclosed, we may stop work, revise the quote, or require you to arrange specialist removal. We are not responsible for delays or extra costs arising from undisclosed waste conditions. We reserve the right to leave the premises if continuing would breach health, safety, environmental, or legal standards.

Complaints and Disputes

If you are unhappy with any part of the service, you should notify us as soon as reasonably possible so that we can investigate. You must allow us a fair opportunity to inspect the issue and, where appropriate, offer a re-clean, adjustment, or other reasonable remedy. Claims raised long after the service may be harder to verify and may limit the remedies available.

Any dispute should first be addressed through direct communication and good faith negotiation. We aim to resolve issues proportionately and efficiently. If a matter cannot be settled informally, either party may pursue any legal rights available under the contract and under UK law. Nothing in these terms prevents you from seeking statutory remedies where applicable.

We may retain records relating to the booking, service notes, photographs, and payment information where necessary for administration, legal compliance, accounting, or dispute resolution. Any such handling will be carried out in accordance with applicable data protection law and our privacy obligations, where relevant.

General Terms

We may update these terms from time to time. The version in force at the time of your booking will usually apply to that booking unless a later version is expressly agreed. If any part of these terms is found to be unlawful or unenforceable, the remaining provisions will continue in full force to the extent permitted by law.

No failure or delay by us in exercising any right under these terms shall operate as a waiver of that right. Any waiver must be in writing to be effective. You may not transfer your rights or obligations under the contract without our prior written consent, except where such transfer is required by law.

These terms form the entire agreement between you and Pimlico Carpet Cleaners in relation to the booked service, unless supplemented by a written quotation or specific written agreement. By proceeding with a booking, you confirm that you have read, understood, and accepted these conditions in full.

Governing Law

These terms and any dispute or claim arising out of or in connection with them shall be governed by and interpreted in accordance with the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction, except where mandatory consumer law provides otherwise.

For the avoidance of doubt, these terms are intended to comply with relevant UK consumer and business legislation, including provisions relating to fairness, notice, and liability. If you are a consumer, your statutory rights remain unaffected. If you are a business customer, you agree that the contract is entered into in the course of business and that the commercial terms apply accordingly.