Terms and Conditions for Oakleigh Park Carpet Cleaners

These Terms and Conditions set out the basis on which Oakleigh Park Carpet Cleaners provides carpet cleaning and related domestic and commercial cleaning services. By making a booking, confirming an appointment, or allowing our operatives to begin work, the customer agrees to be bound by these terms. Please read them carefully before placing any order. For the purposes of these terms, references to “we”, “us” and “our” mean Oakleigh Park Carpet Cleaners, and references to “you” and “your” mean the person, business, landlord, tenant, or other party requesting the service.

These terms apply to all carpet cleaning services, upholstery cleaning, stain treatment, stain removal support, rug cleaning, and any related cleaning work undertaken by our team. They are intended to be fair and clear, while also reflecting the practical requirements of providing a professional carpet cleaning service. If any part of these terms is found to be unlawful or unenforceable, the remaining provisions will continue to apply to the fullest extent permitted by law.

We may update these terms from time to time. The version in force at the time your booking is confirmed will apply to that booking unless we notify you otherwise. Any variation requested by you must be agreed by us in writing or confirmed by a clear written record from our side. Nothing in these terms affects your statutory rights as a consumer where those rights apply.

1. Booking Process

All bookings are subject to availability and acceptance by Oakleigh Park Carpet Cleaners. A booking request may be made through our accepted communication methods and will only become binding once we have confirmed the date, approximate time, and scope of the service. We may request additional information before confirming a booking, including room sizes, floor type, access arrangements, parking restrictions, cleaning requirements, or any known risks such as heavy soiling, pet damage, or previous treatment products.

When booking a carpet cleaner or requesting a carpet cleaning company to attend a property, you must ensure that the information you provide is complete and accurate. If the details supplied are wrong or incomplete and this affects the time needed, the equipment required, or the ability to complete the work, we reserve the right to amend the price, reschedule, or cancel the booking. We are not responsible for delays caused by inaccurate information, blocked access, insufficient parking, unsafe conditions, or failure to provide access to the premises at the arranged time.

Our appointment times are normally given as a time window rather than an exact minute, because traffic, previous jobs, and operational issues can affect arrival times. You agree to allow reasonable access to the property during the agreed window. If keys, concierge access, or third-party entry arrangements are required, you remain responsible for ensuring such access is available. Unless otherwise agreed, the person who made the booking must be present or must nominate an authorised person to approve the work and confirm completion.

2. Scope of Services

Our carpet cleaners will carry out the services agreed at booking and may, where appropriate, advise on additional treatment if conditions on site make this necessary. The service may include pre-inspection, vacuuming, pre-treatment, hot water extraction, low-moisture cleaning, specialist stain treatment, deodorising, or other methods suitable to the fibres and condition of the carpet. We will use reasonable skill and care and will select the method we consider appropriate based on the materials and the condition found at the time of attendance.

We do not guarantee the removal of all stains, odours, or embedded contamination. Some marks are permanent or may be reduced only to a degree. Natural fibre variation, pre-existing wear, dye migration, colour loss, water marking, backing deterioration, shrinkage, and prior incorrect cleaning can all affect the final result. Any estimate of outcomes is an opinion based on the information available and should not be treated as a guarantee. If there is a risk of damage or poor results, we may decline to proceed with certain treatments.

Where additional work is requested on the day, including extra rooms, upholstery, spot treatment, or protective applications, this will only be undertaken if we have the necessary time, equipment, and agreement on the revised price. Any such additions are subject to the same terms as the original booking. We reserve the right to refuse to clean items that are excessively soiled, contaminated, infested, unsafe, or unsuitable for the chosen method.

3. Payments and Pricing

Prices are normally provided as estimates or quotations based on the information supplied by you. Unless expressly stated otherwise, quoted prices are exclusive of any additional work, exceptional access needs, parking charges, congestion-related charges where unavoidable, or specialist materials required because of the condition of the item. If the actual service differs materially from the description given at booking, we may revise the final charge accordingly.

Payment terms may vary depending on the type of customer and the nature of the work. For domestic services, payment is typically due on completion unless we agree another arrangement in advance. For commercial or landlord work, we may require a deposit, full advance payment, or payment within a specified period after invoicing. We accept payment methods that we notify to you from time to time. Any bank charges or transaction fees imposed by your payment provider remain your responsibility.

Where payment is overdue, we may suspend further services, recover reasonable collection costs, and charge interest on unpaid sums to the extent permitted by applicable law. We may also refuse future bookings from customers with outstanding balances. If a payment is disputed, you must notify us promptly and provide reasonable detail. You are not entitled to withhold payment for undisputed parts of the invoice simply because a separate issue is being raised in relation to another item.

4. Cancellations, Rescheduling and Delays

You may cancel or reschedule a booking by giving us reasonable notice. If you cancel with sufficient notice, no cancellation fee may apply. However, where a cancellation occurs after we have reserved time, allocated staff, or begun preparation, we may charge a reasonable fee to reflect our losses and wasted schedule time. This may include situations where we have already travelled to the property or purchased materials specifically for your appointment.

If you are not available at the arranged time, if access is refused, or if the property is unsuitable for safe working and the issue cannot be resolved promptly, we may treat the booking as cancelled by you and charge a call-out or cancellation fee. We are not responsible for indirect losses arising from changes to your own arrangements, including missed tenancy move-in dates, tradesperson schedules, or business reopening plans. Any rescheduled appointment is subject to our availability.

We will use reasonable efforts to attend at the agreed time, but delays can occur due to traffic, emergencies, adverse weather, equipment failure, or prior jobs taking longer than expected. If we are delayed, we will endeavour to inform you as soon as reasonably practicable. If we are unable to attend, we may offer an alternative time. Except where required by law, our liability for inconvenience caused by a delay is limited as set out in the liability section below.

5. Customer Responsibilities

You must ensure that the area to be cleaned is ready for work, including reasonable clearance of small items, fragile objects, and valuables. If furniture movement is required, you must tell us in advance. We may move lightweight items at our discretion, but we are not obliged to move heavy, fixed, hazardous, or awkward items unless agreed in writing. You should also ensure that water, electricity, and access to the working area are available and safe.

You are responsible for informing us of any known risks, including weak flooring, defective sockets, damp, mould, hidden damage, unstable furniture, domestic animals, special surface treatments, or restricted access. If you fail to disclose relevant information, we are not responsible for resulting problems that could reasonably have been avoided. You should keep children and pets away from the working area during service and until surfaces are safe to use again. Drying times vary and may be longer depending on fibre type, ventilation, temperature, and soil level.

Before work begins, you should inspect the area and raise any concerns immediately. Once a job has been completed and you have had a reasonable opportunity to inspect the result, the service will be deemed accepted unless you notify us of a specific issue within a reasonable time. Normal wear, pre-existing marks, and outcomes caused by the age or condition of the carpet do not amount to defects in our service.

6. Liability and Damage

We will provide our services with reasonable care and skill, but certain risks are inherent in carpet cleaning services. Items may react differently to cleaning methods depending on age, construction, prior treatment, and contamination. We are not liable for pre-existing damage, latent defects, dye bleed, shrinkage caused by unstable materials, or deterioration that occurs because an item was already weakened before our attendance. We are also not responsible for claims based purely on appearance where the underlying issue was disclosed or reasonably observable.

Nothing in these terms limits or excludes liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot lawfully be excluded or limited under English law. Subject to that, our total liability for any claim arising out of or in connection with a booking shall be limited to the amount paid or payable for the specific service giving rise to the claim. We will not be liable for loss of profit, loss of business, loss of goodwill, loss of opportunity, or any indirect or consequential loss.

If you believe damage has occurred, you must notify us as soon as reasonably possible and before the area is substantially altered, re-cleaned, or repaired by a third party. We may request photographs, inspection access, proof of purchase, or other reasonable evidence. You must allow us a fair opportunity to inspect and, where appropriate, remedy the issue. Failure to give us this opportunity may affect any claim. Any remedy we provide may include re-cleaning, partial refund, or other reasonable adjustment at our discretion, subject to your statutory rights.

7. Waste Regulations, Materials and Disposal

We will handle waste generated by our own activities in accordance with applicable waste management laws and environmental requirements. This may include disposal of minor residues, used disposable materials, and limited waste arising directly from the cleaning process. We will not remove household rubbish, bulky waste, contaminated contents, or items not directly related to the service unless this has been expressly agreed in advance and is lawful and practical to do so.

You must ensure that any waste, contaminated materials, or hazardous substances already present at the property are identified before work begins. If we discover that an item or area contains materials requiring specialist handling, such as bodily fluids, sharp objects, chemical residues, asbestos risk, or other hazardous contamination, we may stop work immediately and ask for appropriate remediation by qualified specialists. We are not obliged to handle waste that would expose our staff to unacceptable risk or that we believe should be managed under special disposal controls.

Where we transport or dispose of waste lawfully arising from our service, we may use approved disposal routes and subcontracted facilities in compliance with applicable regulations. You agree not to ask us to dispose of prohibited items unlawfully. If additional costs arise because of contamination, special disposal requirements, or unusual waste volumes, you may be charged for those costs if we have agreed to continue work. The customer remains responsible for compliance with any tenancy, landlord, building, or site-specific waste rules that apply to their premises.

8. Complaints and Remedies

If you are dissatisfied with any aspect of the service, you should notify us promptly with clear details of the issue. We may ask for photographs, access to the area, or a description of the problem so that we can assess the matter properly. We aim to deal with concerns fairly and efficiently. Where the issue is valid and attributable to our work, we may offer re-attendance, spot treatment, partial refund, or another appropriate remedy.

Complaints relating to minor residues, wicking, drying patterns, shading, or marks that reappear because of underlying contamination do not necessarily mean that the service was defective. Some issues become visible only after drying or due to pre-existing conditions within the carpet backing or underlay. We will consider each case on its merits and in light of the information available to us. Any remedial work offered does not constitute an admission of liability.

Nothing in this complaints section affects your statutory rights. However, you agree to act reasonably and to cooperate with any investigation or inspection we request. If you arrange for a third party to repair, clean, or replace the affected item before we have had a reasonable chance to investigate, we may be unable to assess the claim properly.

9. Governing Law and Jurisdiction

These Terms and Conditions, and any dispute or claim arising out of or in connection with them or the services provided by Oakleigh Park Carpet Cleaners, 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 shall have exclusive jurisdiction, except where mandatory consumer law requires otherwise.

If any dispute cannot be resolved informally, both parties agree to first attempt a reasonable good-faith resolution before commencing formal proceedings. This does not prevent either party from seeking urgent relief where necessary. If you are a consumer, you may also have rights under applicable consumer protection legislation that cannot be excluded by contract. These terms are intended to operate consistently with such rights.

The headings in these terms are for convenience only and do not affect interpretation. A failure or delay by us in enforcing any right or provision shall not constitute a waiver of that right or provision. These terms represent the entire agreement between the parties in relation to the relevant service, subject to any written variation agreed by both sides.