Park Royal Carpet Cleaners Service Terms and Conditions
These Terms and Conditions govern the supply of carpet cleaning and related domestic and commercial cleaning services by Park Royal Carpet Cleaners to customers who place a booking for work to be carried out at a property, premises, or other agreed location. By making a booking, the customer confirms that they have read, understood, and accepted these terms. If the customer is booking on behalf of another person or business, they confirm that they are authorised to accept these terms for that party. These terms are intended to set out the basis on which services are provided, including the booking process, pricing, payments, cancellations, liability, waste handling, and the legal framework that applies in the United Kingdom.
References to “we”, “us”, and “our” mean Park Royal Carpet Cleaners. References to “you” or “the customer” mean the person, company, tenant, landlord, managing agent, or other party requesting the service. Where a service is booked through a third party, that third party and the end user may both be bound by these terms where appropriate. We may update these terms from time to time, and the version in force at the point of booking will normally apply to the relevant appointment unless a mandatory law requires otherwise.
The services covered by these terms may include carpet cleaning, upholstery cleaning, rug cleaning, stain treatment, odour treatment, and associated pre-treatment or finishing services. Any reference to carpet cleaning includes comparable floor-covering care unless the context requires otherwise. The precise scope of the work will depend on the booking details, the inspection of the item or area on arrival, and any limitations explained before the service begins. Not every stain, odour, mark, or type of damage can be fully removed or reversed. For this reason, service outcomes are subject to the condition of the textile, the fibre type, pre-existing wear, previous cleaning attempts, and any hidden defects.
The booking process begins when you provide us with details of the service required, including the type and number of rooms or items, the approximate condition, access arrangements, and any special requests. We may give an estimate based on the information supplied, photographs, or a site visit where needed. An estimate is not necessarily a fixed quotation unless we expressly state that it is fixed in writing. If the information you provide is incomplete or inaccurate, the price, timing, or method of cleaning may need to be adjusted when we attend. We may refuse or reschedule a booking if the environment is unsuitable, unsafe, or materially different from the description given at the time of booking.
Once a booking is requested, we may confirm availability, proposed date and time, expected duration, and any preparatory steps required from you. A booking is only confirmed when we have accepted it, whether verbally, by email, text message, online system, or another agreed method. You are responsible for ensuring that the appointment details are correct, including the address, access instructions, parking arrangements where relevant, and any restrictions that may affect the service. If the work is for a commercial client, the person booking should ensure that the site contact is aware of the appointment and that entry will be possible at the agreed time. We may make reasonable changes to the date or time if required by operational issues, adverse weather, equipment failure, or safety concerns.
You agree to provide a suitable working environment, including safe access to the property, available water and power where required for the service, and the ability to move or protect fragile items if necessary. We may ask you to remove small valuables, breakables, and personal possessions before work begins. If furniture moving is requested, it will be carried out only to the extent agreed and only where it is safe to do so. We are not obliged to move items that are excessively heavy, dangerous, fixed, or likely to cause damage if moved. If the agreed service cannot proceed because the premises are not ready or access is denied, the appointment may be treated as a late cancellation or failed visit.
Prices may be stated as fixed fees, minimum charges, room-based prices, item-based prices, hourly rates, or a combination of these, depending on the work required. Unless we expressly state otherwise, all prices are inclusive of standard labour and equipment use but may exclude extraordinary stain treatment, specialist deodorising, parking charges, congestion-related costs, access fees, or other additional expenses reasonably incurred to perform the service. If an on-site assessment shows that more work is required than originally described, we may revise the price before starting or continuing. Any additional charge will be explained as far as reasonably practicable and will be based on the extra time, materials, or complexity involved.
Payment terms will be confirmed at the time of booking or before work begins. Unless agreed otherwise, payment is due immediately upon completion of the service. We may accept bank transfer, card payment, cash, or another approved method, but we are not obliged to accept every payment form. Where a deposit is required, the deposit secures the appointment and may be non-refundable in the circumstances set out in these terms. If payment is not made on completion, we may suspend any further work, withhold non-essential documentation, charge reasonable recovery costs where allowed by law, and pursue any unpaid sums through lawful means. You must ensure that the person present at the property has authority to make payment if payment is required at the end of the visit.
Any invoice issued must be paid by the due date shown on the invoice. If no due date is shown, payment is due immediately. Delayed payment may result in administration charges, statutory interest, and recovery expenses where permitted under applicable law. We may also apply a reasonable charge for failed payments, chargebacks, or returned transfers where the issue is not caused by our own error. If you dispute an invoice, you must notify us promptly and provide details of the issue. A dispute does not entitle you to withhold the undisputed portion of any invoice unless a law giving you that right applies.
Cancellation rights depend on the type of booking and the timing of the cancellation. If you cancel more than 48 hours before the scheduled appointment, we may offer a full refund of any deposit, less any genuine non-recoverable costs already incurred if these were specifically disclosed. If you cancel within 48 hours of the appointment, we may retain part or all of the deposit to cover reserved time, planning, and administrative costs. If cancellation occurs on arrival, after arrival, or because access is unavailable, we may charge the full call-out, minimum fee, or booked-service fee if we were ready and able to perform the work. This is especially relevant where keys are unavailable, entry is refused, or the premises are not in a condition that permits safe cleaning.
We may cancel or reschedule a booking if we are unable to provide the service safely, lawfully, or effectively. Reasons may include staff illness, severe weather, equipment failure, unsafe conditions, water supply issues, electrical hazards, suspected pest infestation, or the discovery of materials that require specialist handling. If we cancel and the cancellation is not caused by your conduct, we will ordinarily offer a new appointment or refund any amount paid for the affected service, subject to any legal right to retain sums already incurred for a separate agreed element of the work. We will not be responsible for indirect inconvenience caused by a reasonable rescheduling where this is necessary to deliver a safe and proper service.
Our liability is limited where the law allows. We will exercise reasonable care and skill in carrying out the service, but you acknowledge that cleaning processes can affect delicate, aged, colour-sensitive, damaged, or poorly maintained materials. We are not liable for pre-existing faults, hidden defects, shrinkage caused by unstable construction, fading caused by light exposure, dye bleed from unstable fibres, or deterioration arising from age or prior treatment. If you request the cleaning of items that are already worn, frayed, repaired, patched, water-marked, or previously stained, the risk of further change may be greater. We recommend that you disclose all relevant conditions before the appointment so that the work can be assessed properly.
Where we are responsible for loss or damage caused by our negligence or breach of contract, our liability will be limited to the reasonable cost of repair or replacement of the affected item, or to the amount paid for the specific service, whichever is lower, except where a different rule applies under mandatory law. We do not exclude liability for death or personal injury caused by our negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be excluded. We are not liable for loss of profit, loss of business, loss of opportunity, or any indirect or consequential loss arising from the service, unless the law requires otherwise. If an issue arises, you must allow us a reasonable opportunity to inspect the matter and, where appropriate, attempt a remedy before arranging third-party work.
You are responsible for securing fragile, valuable, or easily moved items before the service begins. You must also inform us of any known hazard, including hidden wiring, unstable flooring, water leaks, pest problems, hazardous substances, or any property condition that might make cleaning unsafe. If we discover a hazard that was not disclosed, we may stop work immediately and depart if continuing would be unsafe or unlawful. In such circumstances, any fee already earned for time spent, attendance, or work completed may remain payable. If our equipment causes a spill or similar incident, we will take reasonable steps to limit the effect, but we are not responsible for harm caused by your failure to prepare the premises adequately or by defective property conditions beyond our control.
Waste handling and environmental compliance are an important part of our service. We will dispose of wastewater, used cleaning materials, packaging, and other waste produced by our work in accordance with applicable UK waste regulations and environmental duties. Unless otherwise agreed, we will not dispose of household rubbish, bulky waste, electrical items, or hazardous substances that are not directly connected to the cleaning service. If waste must be removed from the site, we may charge for collection, transport, and lawful disposal. The customer must not ask us to pour waste into drains, public spaces, or other locations where disposal would be unlawful or environmentally improper. If you require a specific disposal method, you must tell us before the appointment so that we can confirm whether it is permitted and practical.
We may use suitable detergents, stain removers, deodorising agents, and machinery chosen according to the surface and contamination present. Although we aim to use appropriate products, you are responsible for telling us about allergies, sensitivities, or concerns about specific chemicals. If you fail to disclose a known sensitivity, we cannot be responsible for reactions that could reasonably have been avoided by prior notice. You should ensure that children and pets are kept away from the work area during cleaning and until surfaces are dry or otherwise safe to use. Where drying times are affected by weather, ventilation, fabric type, or property conditions, the drying period may be longer than expected and is not necessarily within our control.
Any advice given by us before, during, or after the service is provided in good faith and based on the information available at the time. However, it is not a guarantee unless we expressly state that it is contractual. Statements about likely results, drying times, stain removal, or odour reduction are estimates only. Different textiles and soil conditions may respond differently to the same process. If a customer requests a particular result that is not achievable without risk, we may refuse that method or offer a safer alternative. We are entitled to decline the use of any product or technique that we reasonably believe may damage the item, the premises, or our equipment.
If a claim is made against us, you must notify us as soon as reasonably possible and provide photographs, descriptions, and any other information we request so that we can assess the issue. You must not carry out permanent repairs, replacement, or disposal before giving us a fair chance to inspect the matter, unless immediate action is necessary to prevent further damage. We may request evidence of the age, value, condition, and purchase price of any item involved in a claim. Any remedy we offer may include re-cleaning, partial refund, or another proportionate solution, depending on the facts and on what is reasonable in the circumstances.
Nothing in these terms affects your statutory rights as a consumer where the service is supplied to a consumer. If you are contracting as a business, you confirm that you have the authority to enter into the agreement and that you will be responsible for payment and compliance with these terms. We may assign or transfer our rights and obligations under the contract where this does not reduce the level of service due to you. You may not transfer your rights or obligations without our written consent. Any failure by us to insist on strict performance of any part of these terms will not operate as a waiver of our rights or a waiver of that term in future dealings.
If any part of these terms is found to be invalid, unlawful, or unenforceable, that part shall be interpreted, reduced, or severed to the minimum extent necessary, and the remaining terms will continue in full force. The headings are for convenience only and do not affect interpretation. A reference to a statute or regulation includes any amendment or replacement of it. Where words appear in singular they may include the plural and vice versa where the context requires. These terms constitute the entire agreement between you and us in relation to the service, except for any clearly stated written variation signed or otherwise accepted by both parties.
These Terms and Conditions and any dispute or claim arising out of or in connection with them shall be governed by and interpreted in accordance with the law of England and Wales. If you are a consumer resident in Scotland or Northern Ireland, you may also benefit from mandatory protections available under your local laws where applicable. Any dispute will normally be subject to the non-exclusive jurisdiction of the courts of England and Wales, without limiting any mandatory consumer rights that cannot lawfully be waived. By booking a service with Park Royal Carpet Cleaners, you acknowledge that this agreement is intended to provide a clear and fair framework for service delivery, payment, cancellation, responsibility, and lawful waste management.
