Peckham Carpet Cleaners Terms and Conditions
These Terms and Conditions set out the basis on which Peckham Carpet Cleaners provides domestic and commercial cleaning services, including carpet cleaning, upholstery care, rug treatment, stain removal and related cleaning work. By making a booking with us, the customer confirms that they have read, understood and agreed to these terms. For the purposes of clarity, references to we, us and our mean Peckham Carpet Cleaners, and references to you or the customer mean the person requesting the service or the person authorised to do so on behalf of a household, landlord, tenant, business or organisation.
These terms are intended to be fair and practical. They explain how a booking is formed, how payment is taken, when cancellations or changes may be made, the limits of our liability, and how waste and cleaning residues are handled. They also explain the legal framework that applies to our services. Nothing in these terms is intended to remove or limit any rights that cannot legally be excluded under UK law.
By requesting a service from Peckham Carpet Cleaners, the customer agrees that the service will be carried out under these terms and any specific written agreement, quotation or message confirmed before the appointment. If there is any conflict between a quotation and these terms, the specific quotation will apply only to the extent that it clearly changes one of these provisions. Any matters not expressly changed remain governed by these terms.
1. Booking Process
A booking with Peckham Carpet Cleaners is usually made after the customer provides details of the property, the type of flooring or upholstery to be cleaned, the approximate size or number of items, the level of soiling, and any specific concerns such as pet odours, heavy staining or delicate materials. We may request photographs or additional information to help us assess the work. Any quotation given before inspection is based on the information supplied by the customer and may be adjusted if the actual condition differs materially from the description provided.
Bookings are only confirmed when we have accepted the request and, where applicable, received any required deposit or advance payment. A booking confirmation may be provided in writing by message, email, invoice or other record. The customer is responsible for checking the details of the appointment, including date, time window, access instructions, parking considerations and any item-specific limitations. If the customer notices any error, it must be reported promptly so that it can be corrected before the appointment date.
Service Scope and Access
We will provide cleaning services only for the areas and items agreed at the time of booking. Any additional rooms, furniture, stain treatments, protection applications or follow-up work requested on the day may be subject to extra charges and available time. The customer must ensure that the work area is accessible and reasonably prepared. This includes moving fragile items, clearing personal belongings where necessary, providing working water and electricity where required, and ensuring safe access to the property. If access is delayed or prevented, we may need to reschedule or charge for wasted attendance time.
Peckham Carpet Cleaners may refuse or suspend a booking where the service requested is unsuitable, unsafe or likely to cause unreasonable risk to our equipment, staff or the property. This includes, without limitation, carpets that are structurally damaged, unsafely installed, excessively worn, contaminated beyond ordinary cleaning standards, or affected by substances requiring specialist remediation. Where we identify a concern, we may offer an alternative method or explain that the work should be undertaken by a specialist contractor.
2. Payments
Payment terms will be stated in the quotation, invoice or booking confirmation. Unless otherwise agreed in writing, payment is due on completion of the service on the same day. We may accept bank transfer, card payment, cash or another approved payment method. For some bookings, particularly larger or repeat services, we may require a deposit in advance to secure the appointment. Deposits are applied against the final invoice unless otherwise stated.
If a quotation has been based on standard conditions but the actual service requires additional time, equipment, chemicals or labour due to unforeseen circumstances, extra charges may apply. Examples include unexpected soiling, repeated treatment of stains, excessive furniture moving that was not disclosed, or the need to clean areas larger than advised. We will normally explain any material change in cost before continuing, but where immediate continuation is necessary to complete the agreed work, the customer agrees to pay reasonable additional charges for the extra work performed.
Invoices are payable in full without deduction, set-off or withholding unless required by law. If payment is late, we reserve the right to charge interest and recover reasonable costs associated with collection, to the extent permitted by applicable law. Any promotional price, discount or offer is valid only for the conditions stated at the time of booking and may be withdrawn where the customer changes the scope of work or the appointment no longer meets the stated criteria.
If a payment card transaction, bank transfer or digital payment is reversed, refused, cancelled or later disputed without valid reason, the customer remains responsible for the outstanding amount and any associated administrative or bank charges permitted by law. Where a third party, such as a landlord, managing agent or business account holder, has agreed to pay, the customer making the booking remains jointly responsible unless we have expressly agreed otherwise in writing.
3. Cancellations, Changes and Non-Attendance
The customer may cancel or reschedule a booking by giving reasonable notice. Unless a different cancellation policy is stated in the quotation, any cancellation made less than 24 hours before the appointment may result in a cancellation charge, particularly where staff, equipment or travel have already been arranged. If our team arrives at the property and is unable to commence work because of access problems, lack of authority, unsafe conditions or the customer’s failure to attend, this may be treated as a late cancellation or non-attendance and may be charged accordingly.
We may reschedule or cancel an appointment if there is a staff illness, vehicle breakdown, severe weather, equipment failure, safety issue, or any event outside our reasonable control that prevents us from attending or completing the service. In such cases, we will usually offer an alternative appointment. Our liability for cancellation caused by matters beyond our control is limited to refunding any prepayment for the affected booking, unless otherwise required by law. We are not responsible for indirect losses arising from the cancellation, including loss of business, missed appointments with third parties or inconvenience costs.
Customer Responsibilities Before Cancellation Disputes
The customer should ensure that any cancellation request is sent in a manner that can reasonably be evidenced, and should keep a record of the date and time it was made. If the appointment was arranged through a third party or as part of a broader property management arrangement, the customer remains responsible for communicating any change in time, address, access code or entry instructions. Failure to pass on changes may lead to wasted attendance time and charges. We will act reasonably in deciding whether a charge applies, taking into account the timing of the request and any expenses already incurred.
4. Liability and Service Standards
Peckham Carpet Cleaners will carry out services with reasonable care and skill in line with normal industry practice. We will use suitable products and equipment for the type of surface being treated, but cleaning results depend on many factors, including fabric type, age, wear, previous treatments, pre-existing damage and contamination. The customer acknowledges that some stains, odours, wear patterns or colour loss may be permanent or may not respond fully to cleaning. We do not guarantee full removal of every stain or restoration of materials to a new condition.
Our liability for loss or damage caused by our negligence is limited, so far as legally permitted, to the cost of repairing or replacing the affected item or the amount paid for the relevant service, whichever is lower and reasonable in the circumstances. We are not liable for indirect or consequential loss, loss of profit, loss of enjoyment, or any damage arising from pre-existing weakness, hidden defects, deterioration, poor installation, unsuitable manufacturer instructions or the customer’s failure to provide accurate information. Nothing in these terms excludes liability for death or personal injury caused by negligence, fraud or any other liability that cannot lawfully be excluded.
The customer must notify us of any concern about damage, poor workmanship or an issue with the service as soon as reasonably possible after discovery and, where practical, before moving items back into place or allowing third parties to use the treated area. This gives us the opportunity to inspect the matter and, where appropriate, remedy it. If the customer arranges for another contractor to alter, repair or re-clean the treated area before we have had the chance to inspect, this may affect our ability to assess responsibility and may limit any remedy.
Property Conditions and Hidden Risks
We are not responsible for hidden or latent defects, including weak seams, loose dye, damaged underlay, pre-existing shrinkage, damp, wood rot, mould, structural instability or earlier chemical contamination. The customer should tell us about any special circumstances, including pets, children, allergies, sensitive materials or recent renovations. Where the surface or item is known to be unsuitable for wet cleaning or standard treatment, the customer must advise us in advance. If we reasonably believe a surface is unsafe to clean, we may decline to proceed or may limit the scope of the work.
5. Waste Regulations and Environmental Handling
We operate in accordance with applicable UK waste and environmental requirements. Waste generated directly by our cleaning process, such as used cloths, packaging, recovered debris and wastewater from our portable equipment, will be handled responsibly and disposed of in a lawful and environmentally appropriate manner. We aim to minimise waste, avoid unnecessary chemical use and choose products that are suitable for the task while remaining consistent with the needs of the material being cleaned.
The customer is responsible for informing us of any special waste-related restrictions at the property, including shared building rules, restricted disposal points, managed premises procedures or requirements relating to recycling, drains or water discharge. If the service creates contaminated residue beyond ordinary domestic cleaning waste, or if the property contains unusual materials that require specialist disposal, we may suspend work until the issue is clarified and may charge additional costs if specialist disposal is required. We will not knowingly dispose of restricted or hazardous materials in a manner that breaches law or site requirements.
Where waste must be removed from the premises as part of the service, it remains our responsibility only to the extent that we have agreed to take it away and can lawfully do so. The customer must not ask us to dispose of prohibited, hazardous or unlabelled substances without prior disclosure and agreement. Any illegal, dangerous or misleading disposal request will be refused. If materials discovered during cleaning appear to present an environmental or health risk, we may stop work and advise the customer to arrange appropriate specialist handling.
Cleaning Chemicals and Residues
Products used during the service may leave temporary moisture, scent or residue, and the treated area may require a drying period before normal use. The customer should follow any reasonable aftercare instructions given at the time of service, such as allowing ventilation, keeping foot traffic to a minimum or waiting before placing furniture back. We are not liable for marks or issues caused by the customer using unsuitable products, failing to allow drying time, or introducing contamination after completion.
6. Governing Law and General Provisions
These Terms and Conditions, and any dispute or claim arising from or connected with them, are governed by the laws of England and Wales. The courts of England and Wales will have non-exclusive jurisdiction over any dispute, although we may pursue unpaid sums in the appropriate court or forum permitted by law. If the customer is a consumer, nothing in these terms affects mandatory consumer rights under UK legislation.
If any provision of these terms is found to be invalid, unlawful or unenforceable, the remaining provisions will continue in full force. A failure or delay by us to enforce any right or remedy under these terms does not waive that right or remedy. Any variation to these terms must be agreed in writing by an authorised representative of Peckham Carpet Cleaners. The customer may not assign or transfer the booking without our prior consent where the identity or circumstances of the paying party or property user materially affect the service.
These terms represent the general service framework for Peckham Carpet Cleaners and may be updated from time to time. The version in force at the time of booking will apply to that booking unless a later written agreement states otherwise. By proceeding with a booking, the customer confirms that they have authority to agree to these terms on behalf of themselves and, where applicable, any owner, occupier, landlord, tenant, manager or business associated with the property.
Peckham Carpet Cleaners expects all customers to provide accurate information, reasonable access and lawful instructions. In return, we commit to delivering a professional cleaning service with clear communication and fair treatment. These terms are designed to protect both parties and ensure that every carpet cleaning appointment is handled consistently, safely and in accordance with UK legal standards.