Soho Carpet Cleaning Service Terms and Conditions
These service terms and conditions set out the basis on which Soho Carpetcleaning provides carpet and upholstery cleaning services to domestic and commercial customers in the UK. By making a booking, confirming an appointment, or allowing work to proceed, the customer agrees to be bound by these terms. These conditions are intended to support a clear and fair service relationship, covering the booking process, payments, cancellations, liability, waste regulations, and governing law. They apply to all carpet cleaning services arranged with us unless otherwise agreed in writing.
In these terms, references to “we”, “us”, and “our” mean Soho Carpetcleaning, and references to “you” or “the customer” mean the person, business, landlord, tenant, managing agent, or other party requesting the service. Any quotation or estimate is based on the information provided at the time of enquiry and may be revised if the circumstances of the job differ from what was described. We reserve the right to decline or withdraw from a booking where we reasonably believe the service cannot be completed safely, lawfully, or to the expected standard under the stated conditions.
These terms should be read together with any written quotation, job notes, or service-specific instructions agreed before the appointment. If there is any conflict between a written quotation and these terms, the quotation will prevail only to the extent of that specific conflict. Nothing in these terms affects your statutory rights as a consumer under UK law. For business customers, these terms apply subject to any mandatory legal protections that cannot be excluded.
Booking process begins when you submit an enquiry and provide the information needed for us to assess the work. This may include the type of carpet or fabric, the number of rooms or areas, stain details, access arrangements, parking considerations, and whether any special treatments are required. A booking is not confirmed until we accept it and, where requested, receive any deposit or pre-authorisation. We may ask follow-up questions to ensure the service is suitable and to avoid delays on the day.
A booking confirmation may be given verbally, by email, or through another written medium. Once confirmed, the appointment date and time are reserved for you. It is your responsibility to ensure that the service location is accessible, that someone authorised is present if required, and that any pets, valuables, fragile items, or obstructions are removed or made safe before the appointment begins. If access is not possible, or if the information supplied is materially inaccurate, we may treat the booking as a late cancellation or a failed visit.
We aim to provide the service at the agreed time, but arrival times are approximate unless specifically stated otherwise. Factors such as traffic, weather, equipment issues, prior job overruns, or building access constraints may cause reasonable delays. We will try to keep you informed if we expect to arrive outside the planned window. Time is not normally of the essence unless we have expressly agreed otherwise in writing. Where necessary, we may substitute appropriately qualified staff or equivalent equipment to complete the work efficiently.
Payments must be made in full according to the price confirmed before or at the time of booking, unless a different payment arrangement has been agreed in writing. Prices are usually quoted inclusive or exclusive of VAT as stated at the point of sale. If the scope of work changes on arrival, the final charge may be adjusted to reflect additional rooms, treatments, stain removal, extra labour, or any other agreed variation. Any such adjustment will be explained before the extra work is carried out wherever reasonably practicable.
We accept payment by the methods notified during booking or on completion of the service. Unless otherwise agreed, payment is due immediately upon completion of the work. Business customers may, if pre-approved, be invoiced on agreed credit terms. If payment is not received when due, we may charge interest and reasonable recovery costs to the extent permitted by law. We also reserve the right to suspend future services, cancel pending bookings, or withhold non-essential follow-up attendance until overdue sums are settled in full.
Deposits, where requested, are used to secure the appointment and may be non-refundable where cancellation occurs within the notice period stated below. If we attend a property and are unable to carry out the work because of lack of access, unsuitable conditions, or inaccurate information supplied by the customer, we may charge a call-out fee or a proportion of the booked service fee. Any refund, reduction, or partial credit will be considered on a case-by-case basis and only where we determine that it is fair and appropriate.
Cancellations and rescheduling should be made as soon as possible if you no longer require the service or wish to change the date. If you cancel or postpone within a reasonable notice period, we will usually try to reschedule without penalty, subject to availability. However, where short notice prevents us from re-allocating the time slot, we may retain all or part of any deposit or apply a cancellation fee. The exact amount will depend on the circumstances and the notice given.
If you fail to provide access on the day, are not present when required, or request a significant change after our arrival that prevents work from starting, this may be treated as a late cancellation or wasted visit. We may charge for time, travel, and administration in such cases. If we need to cancel or reschedule due to staff illness, equipment failure, safety concerns, or other reasons beyond our control, we will use reasonable efforts to rearrange the appointment promptly. We will not be responsible for indirect losses arising solely from such rescheduling.
Liability is limited to the reasonable care and skill we exercise while delivering the service. We use professional methods and equipment suitable for typical carpet and upholstery cleaning, but results can vary depending on fibre type, wear, previous treatments, age, stains, and underlying damage. We do not guarantee complete removal of all stains, odours, or pre-existing marks, nor can we guarantee against colour migration, shrinkage, or texture change in materials that are fragile, unsuitable, or previously compromised. Where a fabric or carpet is at risk, we may refuse treatment or proceed only at your request and risk after warning you of the possible outcome.
Our liability for loss or damage caused by our negligence is limited to the amount paid, or payable, for the specific service giving rise to the claim, except where liability cannot lawfully be limited. We are not liable for indirect, consequential, or economic losses such as loss of profits, loss of business, loss of opportunity, or inconvenience, except where required by law. 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.
Before work begins, you should tell us about any known issues such as loose seams, pre-existing damage, colour bleeding, hidden stains, delicate dyes, weakened underlay, or prior DIY treatments. We will not be responsible for deterioration that arises from such pre-existing conditions unless caused by our negligence. If you ask us to move items, we will do so only where it is reasonably safe and practical, and we may refuse to move heavy, fixed, valuable, or unsafe items. Any assistance given with furniture or fixtures is provided on a reasonable-efforts basis only.
Waste regulations apply to all waste arising from our service activities, including removed debris, disposable cloths, recovery waste, and contaminated materials. We will handle, store, transport, and dispose of waste in accordance with applicable UK waste management and environmental requirements. Where waste must be removed from the site, it will normally be taken only where lawful and operationally appropriate. We may separate waste for recycling or lawful disposal where practicable, and we will not accept responsibility for unrelated household or commercial waste unless this has been expressly agreed in advance.
Customers must not ask us to dispose of hazardous, restricted, or controlled materials without prior written agreement and confirmation that such handling is lawful. If, during the service, we encounter materials that may be contaminated, hazardous, or otherwise subject to special disposal rules, we may pause work and request further instructions. Any additional cost associated with lawful disposal, specialist handling, or contractor support may be charged to the customer where permitted. We will not knowingly breach environmental, health and safety, or waste-duty obligations in order to complete a booking.
Customer responsibilities include ensuring that the area is ready for cleaning, that electrical and water supplies are available where required, and that the premises are reasonably safe for work to proceed. You should also protect sensitive items such as electronics, artworks, documents, and personal belongings before the appointment. Where children, pets, or vulnerable persons are present, you are responsible for their supervision and safety during the service. We may decline to operate in unsafe conditions, including severe contamination, excessive clutter, or hazards that could put people, property, or equipment at risk.
Complaints and issues should be raised as soon as reasonably possible after the service. If you believe there is a problem with the quality of work, you must allow us a reasonable opportunity to inspect the issue and, where appropriate, rectify it. Claims made after a significant delay may be harder to investigate, especially where the carpet has been used, cleaned again, or altered by a third party. Any remedial work offered by us does not constitute acceptance of liability beyond what is required by law.
All personal information supplied during booking and service delivery will be handled in accordance with applicable data protection law and used only for legitimate business purposes such as administration, invoicing, service delivery, and record-keeping. We may retain essential job records for a reasonable period to help manage queries, comply with legal duties, and defend claims. We do not use your information for unrelated marketing purposes unless permitted by law and, where required, consent has been obtained.
If any term is found to be unlawful, invalid, or unenforceable, that term will be treated as severed to the minimum extent necessary, and the remaining terms will continue in full force. Failure by us to enforce any part of these terms on one occasion does not mean we waive our right to enforce it later. No person other than the customer and us has any right to enforce these terms under the Contracts (Rights of Third Parties) Act 1999 unless expressly stated otherwise in writing.
Governing law for these terms and any dispute arising from them is the law of England and Wales. If you are a consumer resident in Scotland or Northern Ireland, you may also benefit from mandatory protections and local jurisdictional rights that cannot be excluded by these terms. Any dispute that cannot be resolved amicably will be subject to the exclusive jurisdiction of the courts of England and Wales, except where applicable consumer law provides otherwise. By proceeding with a booking, you confirm that you have read, understood, and accepted these service terms and conditions for Soho Carpetcleaning.