Aperfield Carpet Cleaners Terms and Conditions
These Terms and Conditions set out the basis on which Aperfield Carpet Cleaners provides domestic and commercial cleaning services in the United Kingdom. By making a booking, confirming an appointment, allowing access to the property, or otherwise instructing us to carry out work, the customer agrees to be bound by these terms. These conditions are intended to be fair, transparent and consistent with UK consumer and business practice. They apply to all standard and specialist carpet cleaning services, including related fabric care, stain treatment, upholstery cleaning, and other cleaning tasks agreed in writing before the service begins.
1. Definitions
“We”, “us”, “our” and similar references mean Aperfield Carpet Cleaners.
“Customer”, “you” and similar references mean the person, business or organisation booking the service.
“Services” means any carpet cleaning or associated cleaning work supplied by us.
“Booking” means a confirmed appointment, whether made online, by telephone, by email or in writing.
“Property” means the address where the service is to be provided.
The wording in these terms is designed to govern the service relationship only and does not affect any rights you may have under applicable consumer law. Nothing in these terms is intended to exclude liability where such exclusion would be unlawful. If any part of these terms is found to be unenforceable, the remaining provisions will continue in full force.
2. Booking process
Bookings are accepted subject to availability, assessment of the work required, and confirmation by us. A booking request does not create a binding contract until we have confirmed the appointment and, where applicable, received any required deposit or advance payment. We may request photographs, measurements, access details, or other relevant information so that we can provide an accurate quotation and allocate suitable equipment and staff.
It is your responsibility to ensure that all information supplied at the time of booking is complete and correct. This includes the type and condition of flooring or fabrics, any known staining, prior treatments, water damage, pets, access restrictions, parking limitations, or health and safety issues likely to affect the service. If the information provided is inaccurate or incomplete, we may adjust the price, alter the scope of work, or refuse to proceed if the service cannot be performed safely or effectively.
We may provide an estimated arrival window rather than a fixed minute-by-minute arrival time. Any timing information is approximate unless expressly stated otherwise. While we will always aim to attend within the agreed period, delays can occur for operational reasons, traffic, or unforeseen circumstances. We will use reasonable efforts to keep you informed where a significant delay is expected. The exact order of appointments may change on the day where necessary to maintain service efficiency.
3. Access, preparation and customer responsibilities
You must provide safe and reasonable access to the Property at the agreed time. This includes ensuring that the necessary areas are unlocked or that entry arrangements are clearly explained in advance. You are responsible for securing pets, removing fragile items, and making arrangements for vulnerable occupants where appropriate. We may ask you to move small personal items before work begins, but unless agreed otherwise, furniture moving is limited and may not include heavy or fixed items.
The customer should make sure that the work area is as clear as reasonably possible before the appointment. We are not responsible for delays caused by clutter, blocked access, unresolved parking problems, lack of water supply, or an unavailable power source where these are required for the service. If we are unable to start or complete the work because access has not been arranged properly, we may charge a call-out fee, a waiting fee, or the full booked amount depending on the circumstances and the amount of time reserved.
We may refuse to clean items or areas that we reasonably believe are unsafe, unsuitable, heavily contaminated, or likely to suffer damage during treatment. This includes situations where fibres are too delicate for the chosen method, where existing wear is severe, or where previous cleaning products have caused adverse reactions. In such cases, we will try to offer an alternative method where possible, but we do not guarantee that every mark or stain can be removed.
4. Pricing and payments
All prices are quoted in pounds sterling unless stated otherwise. Prices may be provided as fixed fees, estimated fees, hourly charges, or a combination of these, depending on the type of service, size of the area, condition of the surfaces, and any additional work requested. A quotation is based on the information supplied at the time and may change if the actual requirements differ materially from those described during booking. Any revised price will be explained before work proceeds where reasonably practicable.
Payment terms will be confirmed at the time of booking. Unless agreed otherwise, payment is due immediately on completion of the service. We may require a deposit to secure certain appointments, particularly for larger jobs, specialist work, or time-sensitive bookings. Deposits are usually non-refundable except where required by law or where we cancel the booking. We may accept bank transfer, card payment, or other methods approved in advance. Cash payments, if accepted, must be made in full on the day of service.
If payment is not received when due, we reserve the right to charge reasonable late payment interest and recovery costs where permitted by law, and to suspend further services until the account is settled. For business customers, any unpaid invoices may also be subject to statutory interest and compensation under applicable legislation. You are responsible for all bank charges or fees imposed by your payment provider. Any dispute about an invoice must be raised promptly and in any event within a reasonable time after receipt.
5. Cancellations, rescheduling and missed appointments
You may cancel or reschedule a booking by giving us reasonable notice. The amount of notice required may vary depending on the type of service and whether special materials, reserved labour, or travel arrangements have already been committed. If notice is provided too late to reallocate the slot, we may charge a cancellation fee reflecting our loss and reasonable administrative costs. Where a deposit has been taken, it may be retained in whole or in part to cover those losses where lawful.
If you are not present at the agreed time, fail to provide access, or otherwise prevent the service from taking place, this may be treated as a late cancellation or missed appointment. In such circumstances, we may charge the full booked amount or a proportion of it, depending on the time reserved and the steps already taken by us. We reserve the right to cancel or postpone a booking where staff safety, equipment failure, extreme weather, or other events beyond our control make performance impractical.
Should we need to cancel or rearrange a booking, we will use reasonable efforts to notify you promptly and offer an alternative date if available. Where we cancel without fault on your part, any deposit paid for the cancelled appointment will normally be refunded or applied to a new booking, subject to the law and any specific written agreement. We are not liable for indirect losses arising from a cancellation or rescheduling, except where such liability cannot lawfully be excluded.
6. Service standards and limitations
We will carry out the services with reasonable care and skill, using products and methods that we consider suitable for the material and condition of the item or area being cleaned. However, carpet cleaning and related treatments involve inherent limitations. Different fibres, dyes, backings, underlays, and prior treatments can react differently to water, heat, agitation, detergents, and stain removers. As a result, we do not guarantee complete removal of all stains, odours, pet contamination, traffic wear, shading, flattening, or pre-existing marks.
Any time estimates or outcome descriptions are provided in good faith but do not amount to a guarantee unless expressly confirmed in writing. Natural variation in colour, pile direction, texture, and drying times can occur after cleaning. Drying time is affected by ventilation, weather, room temperature, humidity, and the condition of the textile. You should avoid walking on recently cleaned areas until they are sufficiently dry, and you should follow any aftercare instructions we provide verbally or in writing.
If you request the use of a particular product or method against our recommendation, we may refuse to use it. Where we agree to proceed at your request, you accept the associated risk to the extent permitted by law. We may also decline to clean items that are labelled as dry clean only, antique, highly delicate, or unsuitable for standard wet extraction or other normal cleaning processes unless a specialist arrangement is agreed beforehand.
7. Liability and exclusions
We shall be responsible for loss or damage caused by our negligence, breach of contract, or failure to use reasonable care and skill, subject to these terms and any rights that cannot legally be excluded. Our liability will ordinarily be limited to the price paid or payable for the specific service giving rise to the claim, unless a greater amount is required by law. We will not be liable for pre-existing damage, hidden defects, normal wear and tear, or outcomes caused by incorrect information supplied by the customer.
We are not responsible for loss of profit, loss of business, loss of opportunity, loss of data, or any indirect or consequential loss arising from the use of our services, except where such exclusion is prohibited by law. Nothing in these terms limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot lawfully be limited under UK law. If you believe damage has occurred, you must notify us as soon as reasonably possible and provide photographs and a full description of the issue.
We may inspect the item or area concerned before agreeing any remedy. Where our liability is established, our remedy may include re-treatment, repair, partial refund, or another reasonable solution chosen by us, taking into account the circumstances and the cost of the original service. Any claim must be made promptly and within a reasonable time after the service was performed or after the issue was discovered.
8. Waste handling and environmental compliance
We aim to carry out services in accordance with applicable UK environmental and waste regulations. During cleaning work, waste may include used cloths, packaging, vacuum contents, wastewater, residues from detergents, removed fibres, and other materials generated by the service. Unless otherwise agreed, we will take reasonable steps to manage and dispose of waste lawfully and responsibly. You may be charged extra where specialist disposal is required, for example where waste is contaminated or needs separate handling.
The customer must tell us in advance if the property contains hazardous substances, biological contamination, asbestos, needles, sharps, or other materials that may require specialist treatment. We do not carry out hazardous waste removal unless specifically agreed and legally permitted. If such materials are discovered unexpectedly, we may stop work immediately and ask for appropriate professional handling. In some cases, we may charge for time spent on site, travel, or preparatory work already completed.
You must not ask us to dispose of materials in a way that would breach environmental, public health, or waste transfer requirements. Where relevant, any waste produced by the service may remain the responsibility of the customer unless we expressly accept responsibility for its removal as part of the booking. We may retain records of waste handling or disposal where required for compliance purposes, and you agree to provide any reasonable cooperation needed for lawful disposal arrangements.
9. Complaints, variations and termination
If you are dissatisfied with any aspect of the service, you should notify us as soon as possible so that we have a fair opportunity to investigate and, where appropriate, put matters right. We may request supporting information, including photographs, item details, and a description of the concern. Complaints raised long after the service may be harder to assess because normal drying, use, or environmental conditions may affect the result.
Any variation to the service, including additional rooms, extra stain treatment, collection and return, or specialist fabric protection, should be agreed before work begins or as soon as possible thereafter. Extra charges may apply where the scope of work increases. Either party may terminate a booking before completion if continuing would be unsafe, unlawful, or materially impractical. If termination is caused by your breach, you may still be required to pay for work completed and any reasonable costs incurred.
These terms may be updated from time to time to reflect legal, operational or business changes. The version in force at the time of booking will normally apply to that booking unless a later change is required by law. No variation is binding unless agreed by us in writing or clearly communicated as part of the booking confirmation process.
10. Governing law
These Aperfield Carpet Cleaners service terms are governed by and interpreted in accordance with the laws of England and Wales. If you are a consumer, you may benefit from mandatory rights under the law of your own residence, where applicable. Any dispute arising from or connected with these terms, the booking, or the services provided shall be subject to the exclusive jurisdiction of the courts of England and Wales, except where consumer law requires otherwise.
The headings in these terms are included for convenience only and do not affect interpretation. References to statutes or legal duties include any amendment, replacement or re-enactment of those laws. If there is any conflict between a written quotation and these terms, the quotation will prevail only to the extent of that specific inconsistency, and all other provisions will remain in force.
By booking a service with Aperfield Carpet Cleaners, you confirm that you have read, understood and agreed to these Terms and Conditions. These terms are intended to support a professional service relationship and to make clear what each party may reasonably expect. They operate alongside any rights and remedies provided by UK law.
