Terms and Conditions for Pratts Bottom Carpet Cleaners

These Terms and Conditions set out the basis on which Pratts Bottom Carpet Cleaners provides carpet cleaning and related domestic or commercial cleaning services. By making a booking, confirming an appointment, or allowing work to begin, the customer agrees to be bound by these terms. Please read them carefully before placing a request for a carpet cleaning service, upholstery treatment, stain removal job, or any other scheduled work. These terms are designed to be fair, clear, and consistent with UK consumer law and standard service practices.

In these Terms and Conditions, references to “we”, “us”, and “our” mean Pratts Bottom Carpet Cleaners. References to “you” and “your” mean the person, business, or organisation booking the service. Where a booking is made on behalf of a third party, the person making the booking confirms that they have authority to do so and accept responsibility for ensuring that these terms are communicated to the relevant decision-maker. These conditions apply to all carpet cleaning services supplied by us unless a separate written agreement states otherwise.

Our services may include carpet cleaning, rug cleaning, upholstery cleaning, stain treatment, deodorising, and other associated tasks agreed at the time of booking. All services are provided subject to the condition of the fibres, surfaces, access, and any pre-existing wear or damage. We use appropriate professional equipment and cleaning methods, but results can vary depending on the age, material, construction, soil level, and previous treatment of the items being cleaned. No guarantee is given that every stain, odour, or mark can be completely removed.

1. Booking Process

A booking is only confirmed when we have accepted your request and, where required, any deposit or pre-authorisation has been received. We may ask for details such as the number of rooms, item sizes, floor type, access conditions, parking arrangements, water supply, electricity availability, and any known problems such as pet contamination, heavy staining, mould, or delicate materials. The information you provide must be accurate and complete. If the actual condition differs significantly from what was described, we may revise the price, alter the method, or refuse to proceed where safe and effective service is not reasonably possible.

Quoted times are estimates only unless we agree a fixed appointment window in writing. We will aim to arrive within the agreed period, but delays can occur due to traffic, previous jobs taking longer than expected, weather, access restrictions, or unforeseen operational issues. If you need a specific attendance time, you must tell us at the time of booking, and we will confirm whether it can be accommodated. Any request to change the date, time, or scope of work should be made as early as possible, and we will try to assist where practical.

2. Prices and Payments

Prices are normally based on the service type, room count, item size, condition, and any additional treatment required. Any quote given before inspection is an estimate unless clearly stated as a fixed price. If the condition of the carpet cleaning job is materially different on arrival, we may adjust the price to reflect the actual work required. Any extra charges will be explained before the additional work begins, where reasonably possible.

Payment is due in accordance with the invoice or booking confirmation. Unless agreed otherwise, payment must be made on completion of the service on the same day. We may accept card, bank transfer, cash, or other methods that we announce from time to time. Where a deposit is requested to secure an appointment, the deposit may be non-refundable in the circumstances set out in the cancellation section below. Late payment may result in additional charges, recovery action, or refusal of future bookings, to the extent permitted by law.

All stated prices, whether for a carpet cleaner visit, upholstery work, or a related service, are inclusive or exclusive of VAT depending on our invoice wording. If VAT applies, it will be shown separately. Any promotional price or special offer may be withdrawn at any time and may be subject to availability, minimum spend requirements, or service limitations. We are not obliged to match competitor pricing or retrospectively apply discounts after a booking has been made.

3. Customer Responsibilities

You must ensure that the area to be cleaned is reasonably accessible and that any fragile, valuable, or hazardous items are removed before we begin. This includes small items on floors, breakables, electrical leads, ornaments, loose papers, and items stored under furniture where possible. We are not responsible for moving heavy, fixed, or awkward items unless this has been specifically agreed beforehand. If furniture moving is included, it will be limited to items that can be moved safely by one or two operatives without risk of damage.

You should notify us in advance of any special circumstances, including allergies, respiratory concerns, damp, fragile flooring, hidden damage, underlay issues, or the presence of pets. You must also ensure that children and animals are kept away from the work area while equipment is in use. We may pause or stop work if the environment is unsafe, unsanitary, or unsuitable for professional cleaning. In such cases, you may still be charged for time, travel, or preparatory work already carried out.

It is your responsibility to identify any known colour fastness issues, shrinkage risk, pre-existing wear, or previous treatments such as bleach, stain protectors, or DIY cleaning chemicals. We may test a small area first where appropriate, but this does not remove the need for you to disclose relevant information. If you ask us to proceed against our professional advice, any resulting risk will be at your own responsibility, and we may require you to confirm this in writing.

4. Cancellations, Rebookings and Delays

You may cancel or rearrange a booking by giving reasonable notice. If you cancel more than 24 hours before the appointment, we will usually not charge a cancellation fee unless a special arrangement was made or we have already incurred non-recoverable costs. If you cancel with less than 24 hours’ notice, or if we are unable to gain access on arrival, we may charge a fee to cover lost time, travel, and administration. Deposit refunds, where applicable, will be handled according to the original booking terms and any non-refundable costs already incurred.

If we need to cancel or postpone due to illness, safety concerns, equipment failure, severe weather, or another event beyond our reasonable control, we will notify you as soon as practicable and offer an alternative date. We will not be liable for any indirect loss caused by a change of appointment, including missed work time, childcare arrangements, or inconvenience, except where such liability cannot lawfully be excluded under UK law. If you repeatedly cancel, fail to attend, or refuse agreed reasonable access, we may decline future bookings.

When we arrive, if the service cannot proceed because the area is not ready, access is restricted, utilities are unavailable, or instructions are incomplete, we may treat the visit as a late cancellation or failed appointment. We may also charge additional waiting time if delays are caused by circumstances within your control. Any decision to return on a different day will be at our discretion and may be subject to additional charges.

5. Liability and Limitations

We will carry out our services with reasonable care and skill, in line with the requirements of the Consumer Rights Act 2015 where applicable. However, carpet cleaning and related processes involve water, heat, agitation, detergents, and mechanical extraction, which can create risks on sensitive materials. We are not liable for pre-existing defects, weak seams, hidden stains, colour loss from prior damage, age-related deterioration, or issues resulting from the item’s inherent condition.

While we take care to protect surrounding surfaces, we are not responsible for damage caused by items that are already loose, unstable, improperly installed, or previously damaged. This includes, without limitation, shrinkage in carpets with latent weakness, dye bleed in unstable fabrics, lifting of pre-existing adhesive issues, or failures caused by inadequate subfloor conditions. Where you request cleaning of items that are visibly unsuitable or that we warn may be risky, you accept those risks by instructing us to continue.

Our total liability for any proven loss or damage arising from the service shall, to the fullest extent permitted by law, be limited to the amount paid or payable for the specific service giving rise to the claim. Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot be excluded under UK law. We will not be liable for consequential or indirect losses such as business interruption, lost profits, reputational damage, or loss of opportunity.

6. Waste Regulations and Environmental Handling

Where our work creates waste, wastewater, packaging, removed debris, or contaminated materials, we will handle them in a lawful and responsible manner. We aim to comply with applicable UK waste disposal rules, environmental expectations, and duty-of-care principles. Waste arising from a carpet cleaning company service may include residues from pre-treatment, soil extraction, disposable cloths, protective coverings, and packaging from products used on site.

We may remove small quantities of waste generated directly by the service where appropriate and agreed, but we are not a general rubbish-removal contractor unless expressly stated. You remain responsible for any pre-existing waste or hazardous material already present at the property. We will not knowingly handle, transport, or dispose of materials that require specialist licensing or treatment unless we are authorised and equipped to do so. If we identify such materials, we may suspend work and ask for the issue to be resolved before continuing.

You must tell us in advance if the premises contain bodily fluids, sharps, asbestos, chemicals, mould contamination, faecal matter, or other hazardous substances. We reserve the right to refuse or stop work where exposure would be unsafe or where disposal would create legal risk. Any additional cleaning products or absorbents used because of contamination may be charged separately. Wastewater must be disposed of only in a manner that is lawful and appropriate for the site and the service performed.

7. Complaints, Claims and Remedies

If you believe there is a problem with the service, you should notify us within a reasonable time after completion and provide clear details of the issue. We may ask for photographs, a description of the concern, and an opportunity to inspect the affected area. This helps us determine whether the issue relates to workmanship, pre-existing damage, environmental conditions, or factors outside our control. We will act reasonably when assessing any complaint regarding a carpet cleaning service or related treatment.

If a complaint is justified, our preferred remedy may include re-cleaning the affected area, offering a partial refund, or another proportionate solution, depending on the circumstances. We are not obliged to provide a remedy where the issue arose from inaccurate information supplied by you, normal wear and tear, unsuitable materials, or failure to follow aftercare instructions. Any stain recurrence caused by wicking, hidden residue, or ongoing environmental conditions may not be treated as a service defect.

Claims should be made promptly so that the relevant condition can be assessed while the facts are still clear. If you dispose of items, alter the area, or arrange for third-party remedial work before giving us a reasonable opportunity to inspect, this may affect our ability to investigate and limit the remedies we can offer. Nothing in this section reduces your statutory rights as a consumer.

8. Force Majeure, Variations and General Terms

If we are prevented from performing or completing the service because of events beyond our reasonable control, including severe weather, transport failure, fire, flood, power outage, industrial action, public health restrictions, or emergency incidents, we will not be responsible for any resulting delay or failure to perform. In such circumstances, we may reschedule, suspend, or cancel the booking without liability beyond any refund due for work not carried out.

We may update these Terms and Conditions from time to time. The version in force at the time of your booking will normally apply to that booking unless a newer version is required by law or expressly agreed. No variation to these terms will be valid unless agreed by us in writing or clearly confirmed in our booking records. If any part of these terms is found to be invalid or unenforceable, the remaining provisions will continue in full force.

These Terms and Conditions, and any dispute or claim arising out of or in connection with them, are governed by the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction, except where consumer law gives you the right to bring proceedings elsewhere. By placing a booking with Pratts Bottom Carpet Cleaners, you confirm that you have read, understood, and accepted these terms in relation to the carpet cleaning company services provided.