Longlands Carpet Cleaners Service Terms and Conditions

These service terms and conditions set out the basis on which Longlands Carpet Cleaners provides domestic and commercial cleaning services. By making a booking, the customer agrees to these terms in full. These conditions are intended to create a clear, fair, and practical agreement for both parties. They apply to all carpet cleaning, upholstery cleaning, rug cleaning, stain treatment, and related services supplied by Longlands Carpet Cleaners, unless a separate written agreement states otherwise.

For the avoidance of doubt, references to “we”, “us”, and “our” mean Longlands Carpet Cleaners, and references to “you” and “your” mean the customer, client, or person arranging the service. If a booking is made on behalf of another person, the person making the booking confirms that they have authority to agree to these terms.

1. Scope of Services

Our cleaning services are provided with reasonable care and skill in accordance with applicable UK consumer and business law. We will use methods and products appropriate to the materials being treated, but the final outcome may vary depending on fabric type, wear, pre-existing damage, staining, soiling, moisture sensitivity, and previous cleaning history. A carpet cleaning service is not a restoration service and cannot guarantee the removal of every stain, mark, odour, or allergen.

2. Booking Process

Bookings may be made by phone, email, online request form, messaging platform, or any other method we make available from time to time. A booking is only confirmed when we have accepted the appointment and, where required, received any deposit or advance payment. We may request photographs, room measurements, or a description of the items to be cleaned so that we can provide an accurate estimate and determine whether specialist treatment is required.

The customer must provide accurate information about access, parking, water supply, electricity, item condition, and any known hazards. If the details supplied are incomplete or inaccurate, we may revise the price, alter the scope of the work, or decline the appointment where necessary. For larger or more complex jobs, we may carry out an on-site assessment before confirming the final quotation.

Any quotation given before inspection is based on the information available at the time and is not a fixed offer where the circumstances materially differ on arrival. If additional work is required beyond the original booking, we will explain the reason for any change in price before continuing, wherever reasonably possible.

3. Prices, Payments, and Invoicing

All prices are stated in pounds sterling unless otherwise indicated. Prices may be quoted as fixed rates, estimated rates, or hourly/area-based charges depending on the service. Unless expressly stated, quotations are exclusive of any additional work requested by the customer, such as deodorising, specialist stain treatment, protective treatments, or extra heavily soiled items.

Payment is due on completion of the service unless we have agreed otherwise in writing. We may accept payment by bank transfer, card, cash, or another approved method. Where a deposit is required, the balance must be paid in full by the agreed due date. We reserve the right to suspend or withhold further work until overdue payments are received.

If a payment is declined, reversed, or otherwise fails, the customer remains liable for the full amount due together with any reasonable bank or administrative charges incurred by us as a result. We may also charge interest on overdue sums at the statutory rate permitted under applicable UK law, where lawful to do so. Any invoice query must be raised promptly and in good faith.

4. Cancellations, Rescheduling, and Access

You may cancel or rearrange a booking by giving reasonable notice. If you cancel with short notice after we have allocated time, staff, equipment, or materials to your appointment, we may charge a cancellation fee that reflects our genuine loss and administrative costs. Where special products or third-party costs have already been incurred specifically for your job, those costs may also be charged where reasonable.

If we arrive at the property and are unable to complete the service because of lack of access, unsafe conditions, no one being present when attendance is required, or failure to provide accurate instructions, we may treat the appointment as a late cancellation and charge a call-out or wasted journey fee. If we cannot complete the work due to conditions outside our control, we may reschedule at our discretion.

We will use reasonable efforts to attend on the agreed date and within the expected time window, but any times given are estimates only unless expressly confirmed as fixed. Delays can occur due to traffic, weather, equipment issues, or earlier jobs over-running. We will take reasonable steps to keep you informed, but we are not responsible for consequential loss arising from minor delays.

5. Customer Responsibilities

You must remove or secure fragile, valuable, breakable, or personal items before the appointment unless we have specifically agreed to assist. Where furniture, electricals, or other obstacles need moving, this should be discussed in advance. We may decline to move certain items, including heavy, unstable, or risky furniture, and may ask you to do so before cleaning begins.

The customer must ensure the property is safe, reasonably accessible, and suitable for cleaning work. This includes providing adequate lighting, ventilation where possible, working water, and electricity. If the area contains hidden hazards such as loose floorboards, exposed wiring, damp, mould, pest activity, or contaminated materials, you must tell us before the work starts.

You are responsible for informing us of any special care requirements, including delicate fibres, non-colourfast dyes, underfloor heating, recent repairs, adhesive damage, or pre-existing shrinkage. A professional carpet cleaner can only act on the information provided and may need to refuse certain items if the risks are too high.

6. Service Standards and Limitations

We will use reasonable skill and care in carrying out each cleaning service. However, carpets and upholstery are textile materials that may react differently depending on age, composition, wear, dye stability, and past treatment. We do not guarantee removal of all stains, especially those caused by bleach, urine, tannins, rust, ink, paint, or long-set contamination. Some marks may lighten rather than fully disappear.

Cleaning may occasionally reveal existing wear, shading, pile distortion, hidden damage, pre-existing fading, or old repairs that were not visible before treatment. This is not a fault in our service where such conditions were already present or could not reasonably have been detected. Drying times are also affected by weather, ventilation, pile type, cleaning method, and room temperature.

Any advice we give about aftercare, drying, or stain prevention should be followed as closely as possible. If the customer uses the treated area before it has dried, or applies their own products after cleaning, this may affect the result and our liability may be limited accordingly.

7. Liability and Insurance

We maintain appropriate insurance cover for the nature of the services we provide. Nothing in these terms excludes or limits liability where it would be unlawful to do so, including liability for death or personal injury caused by our negligence, fraud, or fraudulent misrepresentation. Subject to that, our liability is limited as described below.

We are not responsible for damage arising from pre-existing weakness, age-related deterioration, defective manufacture, hidden defects, unsuitable materials, or any failure by the customer to disclose relevant information. We are also not liable for loss caused by items left in the cleaning area, unless the loss is directly due to our proven negligence and could reasonably have been prevented by taking ordinary care.

Where we are found liable for direct damage to a carpet, rug, or upholstery item, our responsibility will normally be limited to the lesser of the reasonable cost of repair, the reasonable cost of replacement depreciation-adjusted for age and condition, or the value of the affected item immediately before the incident. We do not accept liability for indirect or consequential losses such as loss of profit, loss of enjoyment, alternative accommodation, or business interruption, to the extent permitted by law.

8. Waste, Water, and Environmental Regulations

We will handle waste generated by our work in a responsible manner and in accordance with applicable UK environmental and waste management requirements. This may include disposing of recovered soil, disposable materials, packaging, contaminated cloths, and other service-related waste through appropriate routes. We may take away certain waste materials only where this has been agreed and where it is lawful and practical to do so.

Customers must not ask us to dispose of prohibited, hazardous, or controlled waste unless we have expressly agreed in advance and are legally able to handle it. This includes but is not limited to asbestos-containing materials, clinical waste, solvents, chemicals, sharps, and any other restricted substance. If such material is discovered during the work, we may stop the service and leave the area safe where reasonably possible.

Wastewater, cleaning residues, and any residues removed during the service will be managed with appropriate care. The customer is responsible for ensuring drains, sinks, or disposal points are suitable for receiving wastewater if needed. If access to lawful disposal facilities is restricted by the property layout, site rules, or the customer’s instructions, we may need to adjust the method used or decline the work.

9. Complaints and Re-Inspection

If you are dissatisfied with any aspect of the service, you must notify us within a reasonable time after completion so that we can assess the issue while the evidence is fresh. Where appropriate, we may request photographs, allow re-inspection, or return to inspect the area. This does not mean liability is admitted; it simply allows us to review the concern properly and fairly.

In some cases, a second treatment may be the most suitable remedy, but this will depend on the nature of the issue and whether the customer has followed the aftercare advice. If the complaint concerns a stain or mark that was identified as unlikely to be removable, or if the problem was caused by misuse after cleaning, we may not be responsible for any further work or refund.

Nothing in this section affects your statutory rights. However, any remedy offered by us will be proportionate and in line with the actual circumstances of the service provided.

10. Force Majeure

We are not liable for any delay or failure to perform our obligations where such delay or failure results from events beyond our reasonable control. These may include extreme weather, fire, flood, power failure, transport disruption, strikes, pandemics, supply shortages, government restrictions, or other similar events. In these circumstances, we may suspend, reschedule, or cancel the booking without liability for consequential loss.

If a force majeure event affects your appointment, we will aim to offer a revised date or other reasonable solution where possible. Any deposit already paid may be carried forward to a rescheduled booking unless the circumstances make this impractical or unlawful.

We will always try to act fairly and reasonably if an unexpected event affects our ability to provide the service as planned.

11. Data, Privacy, and Communication

We may collect and use personal information necessary to manage bookings, issue invoices, communicate about appointments, and keep records relating to our services. We will handle such information in line with applicable UK data protection laws. We do not use customer information for unrelated purposes unless permitted by law or agreed by the customer.

By making a booking, you agree that we may contact you using the details supplied to confirm appointments, discuss service requirements, request access instructions, or deal with payment matters. You should ensure that your contact details are accurate and kept up to date so that booking information can be shared efficiently.

Any images or notes taken during the service for operational or insurance purposes will be used responsibly and retained only for as long as reasonably necessary.

12. General Terms

If any provision of these terms is found to be invalid, unlawful, or unenforceable, the remaining provisions will continue in full force and effect. No failure or delay by us in enforcing any right under these terms shall constitute a waiver of that right. Any variation to these terms must be agreed in writing by an authorised representative of Longlands Carpet Cleaners.

These terms represent the entire agreement between the customer and Longlands Carpet Cleaners in relation to the services supplied, except where a separate written contract says otherwise. In the event of any conflict between a written quotation and these terms, the specific quotation will apply only to the extent of the inconsistency.

13. Governing Law and Jurisdiction

These service 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. The parties agree that the courts of England and Wales shall have exclusive jurisdiction over any dispute, subject always to any mandatory consumer rights or legal protections that cannot be excluded.

Longlands Carpet Cleaners reserves the right to update these terms from time to time. The version in force at the time of booking will apply unless a later written agreement states otherwise.

By proceeding with a booking, you confirm that you have read, understood, and accepted these terms and conditions.