Castelnau Carpet Cleaners Terms and Conditions

These Terms and Conditions set out the basis on which Castelnau Carpet Cleaners provides domestic and commercial carpet, upholstery, and associated cleaning services in the UK. By booking a service, the customer agrees to these terms in full. For the avoidance of doubt, references to “we”, “us”, and “our” mean the service provider, and references to “you” and “your” mean the customer or the person requesting the service. These terms are intended to be clear, fair, and practical, and they apply alongside any written quotation, booking confirmation, or service notes provided before or at the time of attendance.

Our carpet cleaning services are offered subject to availability, property access, suitability of the materials to be cleaned, and the customer’s acceptance of these terms. Where a specific service arrangement differs from these conditions, the written arrangement will apply only to the extent expressly stated. Nothing in these terms is intended to affect your statutory rights as a consumer under applicable UK law.

By making a booking for carpet cleaning in Castelnau or any related cleaning service, you confirm that you are at least 18 years old and capable of entering into a legally binding agreement. If you are booking on behalf of a business, landlord, managing agent, or another person, you warrant that you have authority to do so. These terms should be read carefully before any booking is confirmed.

Booking Process

All bookings are subject to acceptance by us. A booking enquiry may be made by phone, email, online form, or through another approved method. A quotation, estimate, or proposed appointment time does not constitute a confirmed booking until we have accepted the order and, where applicable, received any requested deposit or confirmation payment. We may ask for photographs, measurements, access details, or information about stains, fibre type, previous treatments, pets, water supply, parking, or hazards before confirming the appointment.

When you request a carpet cleaner in Castelnau, you agree to provide accurate and complete information about the property and the items to be cleaned. Any omission or inaccuracy that affects the time required, the equipment needed, or the safety of our staff may result in a revised quotation, delay, or cancellation. We reserve the right to refuse or postpone work if the environment is unsafe, unsanitary, obstructed, or unsuitable for the service requested.

Service Scope and Access

Unless otherwise agreed in writing, our quotation covers only the tasks listed in the booking confirmation. Additional services, including stain treatment, deodorising, specialist fibre care, upholstery work, or heavy furniture moving, may incur extra charges. We are not required to move items that are too heavy, fragile, fixed, or unsafe to handle. The customer must ensure reasonable access to the property, including entry, parking where required, and any building permissions, codes, or instructions needed for attendance.

If we are unable to complete the service because access is not provided, the premises are locked, utilities are unavailable, or the customer is not present where attendance is required, we may charge a call-out fee, waiting fee, or the full fee where appropriate and lawful. Any estimated arrival window is approximate and may change due to traffic, weather, prior appointments, or operational needs. We will take reasonable care to arrive within the agreed period, but time shall not be of the essence unless expressly stated.

Payments

Payment terms will be confirmed at the point of booking or before work starts. Unless agreed otherwise, payment is due on completion of the service on the same day. We may require a deposit or prepayment for larger jobs, repeat visits, end-of-tenancy work, commercial appointments, or where a booking is made at short notice. Accepted payment methods may include bank transfer, card payment, cash, or other approved methods as communicated in advance.

All prices are quoted in pounds sterling and, where applicable, include or exclude VAT as stated in the quote or invoice. If the scope of work changes after arrival due to additional rooms, unexpected soiling, extra treatment requests, or access issues requiring a return visit, the price may be adjusted accordingly. Invoices not paid by the due date may attract reasonable administrative charges, interest, or recovery costs to the extent permitted by law.

Any discount, promotional offer, or special rate applies only for the period, property type, and conditions stated at the time of booking. Discounts cannot usually be combined unless expressly agreed. We reserve the right to withdraw an offer before acceptance, provided this does not affect a confirmed booking already accepted on the stated terms.

Cancellations, Rescheduling and No-Show Policy

You may cancel or reschedule a booking by giving reasonable notice. Where possible, we ask for at least 24 hours’ notice before the appointment time. If you cancel with less notice, we may charge a cancellation fee to cover costs already incurred, including allocated labour, travel preparation, or materials. For larger bookings or commercial works, a longer notice period may be specified in the quotation or booking confirmation.

If we arrive at the property and cannot begin because of customer cancellation on arrival, no access, unreasonable delay, unsafe conditions, or failure to disclose material facts, we may treat the appointment as a late cancellation or no-show. In such cases, a fee may still be payable. If we need to cancel or reschedule because of illness, equipment failure, adverse weather, or other circumstances beyond our control, we will use reasonable efforts to provide notice and offer an alternative appointment.

Quality of Work and Customer Responsibilities

We aim to deliver a professional carpet cleaning service using suitable methods for the surfaces and conditions disclosed by the customer. However, results can vary depending on fibre type, age of the carpet, previous cleaning attempts, wear patterns, pre-existing damage, and the nature of the stains. We do not guarantee complete removal of all stains, odours, or marks, particularly where they are permanent, set-in, or caused by substances that have damaged the fibres or backing.

The customer is responsible for removing small valuables, breakables, and loose items before cleaning begins. We recommend that you identify any areas of concern, including delicate trims, seams, underlay issues, loose fittings, hidden damage, or surfaces requiring special care. Where cleaning could affect pre-existing weak points, colour fastness, or protective treatments, we will take reasonable care but cannot be liable for inherent defects or deterioration that is not caused by our negligence.

To help us perform the service safely and effectively, you should ensure that electricity, hot and cold water, and adequate ventilation are available where required. If special chemicals or methods are requested by the customer, we will only use them where we believe they are appropriate and safe. We may refuse a requested treatment if, in our opinion, it could damage the material, create a risk to health, or breach relevant regulations.

Liability

We will exercise reasonable skill and care in carrying out all services. If we cause proven damage through negligence, our liability will be limited, at our option and where lawful, to repairing the damage, arranging replacement of the affected item, or paying the reasonable cost of repair or replacement, taking into account fair wear, age, and depreciation. We will not be responsible for pre-existing faults, hidden defects, or damage resulting from unsuitable materials, poor installation, or inaccurate information provided by you.

We are not liable for indirect, incidental, or consequential losses, including loss of profit, loss of opportunity, or business interruption, except where such exclusion is not permitted by law. Nothing in these terms excludes or limits liability for death or personal injury caused by our negligence, fraud, fraudulent misrepresentation, or any other liability that cannot legally be excluded or limited under UK law.

Waste Regulations and Disposal

Where waste arises from the service, including disposable cloths, packaging, removed debris, or wastewater generated during cleaning, we will handle it in line with applicable UK environmental and waste regulations. We will dispose of or remove service-related waste only where this is included in the agreed scope or required by law. We may separate waste for appropriate disposal, recycling, or containment and may decline to handle materials that are hazardous, contaminated, or unlawful to transport without specialist arrangements.

The customer remains responsible for the lawful disposal of any items not included in the agreed service, including bulky household waste, damaged furnishings, or items removed from the premises unless we have expressly agreed otherwise in writing. If we encounter suspicious substances, mould, bodily fluids, sharps, pests, or other hazardous materials, we may suspend work immediately and require additional arrangements, specialist attendance, or revised pricing. We do not carry out hazardous waste removal unless specifically agreed and permitted.

Complaints, Delays and Force Majeure

If you are dissatisfied with any part of the service, you should notify us as soon as reasonably possible so the issue can be assessed. We may request access to the affected area, photographs, or a further inspection before deciding whether any remedial action is appropriate. Where a complaint is upheld, our obligation may be limited to reattending, retouching, or correcting the issue, provided this is reasonable and practicable.

We are not responsible for delays or failure to perform where caused by events beyond our reasonable control, including severe weather, road closures, accidents, industrial action, utility failure, fire, flooding, public health restrictions, or third-party interference. In such circumstances, we may suspend, postpone, or cancel the affected appointment without liability for indirect losses, though any payment already made for work not performed will be refunded or credited where appropriate.

Data, Variation and Entire Agreement

We may store and use the information you provide for booking administration, service delivery, invoicing, record keeping, and lawful business purposes. Any personal data will be processed in accordance with applicable data protection law. These terms may be updated from time to time, but the version in force at the time of your booking will apply unless a change is required by law or agreed by both parties.

Any variation to these terms must be agreed in writing or clearly confirmed by us in the booking record. If any provision is held to be invalid or unenforceable, the remaining provisions will continue in effect. These terms, together with the quotation or booking confirmation, form the entire agreement between the parties regarding the relevant service and supersede prior discussions or representations to the extent allowed by law.

Governing Law

These Castelnau Carpet Cleaners terms and conditions are governed by the laws of England and Wales. Any dispute, claim, or matter arising from or in connection with the services or these terms shall be subject to the exclusive jurisdiction of the courts of England and Wales, except where consumer law provides otherwise. By making a booking, you acknowledge that you have read, understood, and agreed to these terms.