Tokyngton Carpet Cleaners Terms and Conditions
These Terms and Conditions set out the basis on which Tokyngton Carpet Cleaners provides domestic and commercial cleaning services in the United Kingdom. By making a booking, you agree to these terms, which are designed to make the service clear, fair, and professionally managed. They apply to all carpet cleaning, upholstery cleaning, rug cleaning, stain treatment, and related cleaning services supplied by Tokyngton carpet cleaners, whether arranged as a one-off appointment or as part of a repeat service.
For the purposes of this agreement, “we”, “us”, and “our” refer to Tokyngton Carpet Cleaners, and “you” or “the customer” refers to the person making the booking, the property owner, tenant, occupier, manager, or authorised representative requesting the service. If you book on behalf of another person or organisation, you confirm that you have authority to accept these terms on their behalf. These terms should be read carefully before confirming any appointment.
We may update these Terms and Conditions from time to time to reflect changes in our services, operational requirements, or applicable law. Any update will apply to future bookings unless otherwise stated. The version in force at the time your booking is accepted will normally govern that booking. Nothing in these terms affects your statutory rights under UK consumer law, including rights relating to services carried out with reasonable care and skill.
Booking process begins when you provide the details required for us to assess the work. This may include the type of flooring or fabric, approximate room sizes, item quantities, access arrangements, and any known stains, pets, odours, or special conditions. Information supplied at the booking stage must be accurate and complete. If the information later proves to be materially incorrect, we may revise the price, the equipment required, or the appointment timing.
A booking is only confirmed once we have accepted the request and, where applicable, received any deposit or pre-authorisation that we ask for. A confirmed booking may be made by telephone, email, online form, message, or any other method we make available. We reserve the right to decline a booking where the work is outside our scope, where the property is unsuitable, or where we are unable to meet the required date and time. The cleaning service will be carried out only for the rooms, items, and treatments listed in the accepted booking.
You are responsible for ensuring that suitable access is available at the agreed time. This includes arranging entry, parking where required, and making sure that the areas to be cleaned can be reached safely. We may ask you to move fragile items, small furnishings, or valuable belongings before we begin. If access is delayed, or if the property is not ready for cleaning, we may charge a waiting fee or treat the appointment as a late cancellation. We may also reschedule the visit if conditions prevent safe or effective work.
Payments must be made in accordance with the price quoted or confirmed at the time of booking. All quotations are based on the information you provide and may be adjusted if the actual work differs significantly from the original description. Additional charges may apply where extra time, specialist products, heavy soiling, difficult access, or unusual treatment methods are required. Any material price change will normally be explained before the additional work proceeds, unless immediate action is needed to prevent damage or complete the service safely.
Unless otherwise agreed in writing, payment is due immediately upon completion of the service. We may accept bank transfer, card payment, cash, or other methods that we make available from time to time. If a deposit is required, it will usually be non-refundable except where we cancel the booking or where the law requires a refund. Any unpaid sums remain due until settled in full. Where payment is not received on time, we may suspend future appointments, charge reasonable recovery costs, and pursue the debt through lawful means.
Discounts, promotional prices, and special offers are offered at our discretion and may be withdrawn or amended at any time. They may be subject to conditions such as minimum spend, specific booking windows, or limited service types. Tokyngton carpet cleaners may also require advance payment for larger jobs, commercial work, end-of-tenancy work, or urgent appointments. Any invoice or receipt issued to you should be checked promptly so that any errors can be raised without delay.
Cancellations and rescheduling must be made as soon as possible if you no longer require the appointment or if you wish to change the date. We understand that plans can change, but late cancellation prevents us from offering the slot to another customer. If you cancel within a short notice period before the appointment, we may charge a cancellation fee reflecting the time reserved, the travel arrangements made, and any preparatory work already completed. The exact fee may depend on how much notice is provided and the nature of the service booked.
If you need to reschedule, we will try to offer an alternative time, subject to availability. Repeated changes may be treated as cancellation. We may cancel or postpone an appointment if there are circumstances beyond our reasonable control, including severe weather, staff illness, vehicle breakdown, access problems, unsafe conditions, or suspected fraud. In such cases, we will aim to offer a new appointment or refund any advance payment made for the affected visit, unless non-refundable charges have already been incurred lawfully.
We may also end or suspend a booking if you behave in a threatening, abusive, discriminatory, or unsafe manner; if the property contains hazardous materials; or if the work requested would expose our staff or equipment to unreasonable risk. In those circumstances, any deposit may be retained to cover costs already incurred, and we may refuse future service. This does not limit any rights we may have to recover unpaid amounts or damages where a customer’s conduct has caused loss.
Liability and service standards are governed by our duty to carry out services with reasonable care and skill. We will take reasonable precautions to protect your property, but you accept that cleaning involves the use of water, heat, suction, detergents, and mechanical equipment, all of which carry some risk. Certain fabrics, dyes, backing materials, aged fibres, and pre-existing defects may react unpredictably to cleaning. Where we identify a risk, we may advise against proceeding or may ask you to confirm that you wish to continue at your own risk.
We are not responsible for damage caused by pre-existing weakness, hidden defects, poor installation, substandard materials, infestation, damp, mould, rot, previous failed cleaning attempts, or items left in the work area. We are also not responsible for loss or damage to cash, jewellery, documents, electronics, ornaments, or other valuables unless we have expressly agreed in writing to handle them. You should remove such items before the appointment begins. Any furniture moved by us will normally be moved only where reasonably safe and practical to do so.
If we are found legally liable for direct loss or damage arising from our negligence or breach of contract, our liability will be limited to the amount paid for the relevant service, except where the law does not allow such a limit. We do not exclude liability for death or personal injury caused by our negligence, fraud, or fraudulent misrepresentation. We shall not be liable for indirect loss, loss of profit, loss of business, or consequential damage, to the extent permitted by law. This limitation is intended to be fair and proportionate in the context of a cleaning service.
Waste regulations are important to the way we operate. Any waste produced during the service, including removed soil, disposable materials, used cloths, filters, packaging, and small quantities of cleaning residue, will be handled in accordance with applicable UK waste management requirements. We will dispose of waste responsibly and by lawful means, using suitable containers and disposal arrangements where required. If our work generates waste beyond ordinary cleaning residue, the method of handling may depend on the type and volume of material involved.
You must tell us in advance if the property contains hazardous, biohazardous, contaminated, or restricted waste, including but not limited to mould contamination, bodily fluids, chemicals, sharps, vermin waste, asbestos-related materials, or other substances requiring specialist treatment. We do not agree to remove or dispose of prohibited or hazardous waste unless this has been specifically agreed in writing and we are properly equipped and authorised to do so. If undisclosed hazardous material is discovered, we may stop work immediately and charge for time and costs already incurred.
Where you request that we leave removed items, packaging, or waste on site, this is done at your request and responsibility, provided that doing so does not breach waste rules or create a safety issue. You remain responsible for ensuring that the property is fit for the service and that any waste we are asked to handle is lawfully presented. We may refuse to handle material that could place us in breach of environmental, health and safety, or disposal obligations.
Customer responsibilities also include preparing the property so the service can be carried out effectively. You should secure pets, ensure children are supervised, and provide a clean working area where possible. Items that are too heavy to move, or that need special handling, should be identified before the appointment. If we are asked to move furniture, this will usually be limited to lightweight items and only where floors, walls, and furniture can be protected adequately.
You agree to notify us of any known stains, delicate surfaces, allergy concerns, prior treatments, colour loss, shrinkage risk, or unusual conditions that may affect the outcome. While we will use suitable methods and products, some marks may not be removable, and some materials may retain residual staining or odour despite treatment. A successful service does not necessarily mean that every stain, smell, or mark will disappear completely. Our assessment of achievable results is based on the condition presented at the time of cleaning.
Complaints and remedies should be raised as soon as reasonably possible after the service is completed. If you believe there is an issue with the standard of work, please allow us a reasonable opportunity to inspect the area and, where appropriate, carry out a corrective treatment. We will not be liable for complaints made long after the service where the condition may have changed due to ordinary use, spillages, or environmental factors. Any remedy offered will be considered on a case-by-case basis and does not amount to an admission of fault.
Insurance and third-party arrangements may apply where the service is booked by landlords, agents, tenants, managing agents, or commercial customers. The person who makes the booking is responsible for ensuring that they have permission to authorise the work and accept any related charges. If a third party pays on your behalf, you remain responsible for ensuring that payment is completed unless we expressly agree otherwise in writing. We may require proof of authority before undertaking work where ownership or occupation is unclear.
Force majeure means events beyond our reasonable control, such as extreme weather, fire, flood, public emergencies, transport disruption, strikes, utility failures, or legal restrictions. Where such an event prevents or delays performance, we will not be liable for the delay or failure to perform during the period affected. We will make reasonable efforts to rearrange the appointment or reduce disruption where possible. If performance becomes impossible for an extended period, either party may cancel the affected booking without further liability, except for sums already lawfully due.
Nothing in these terms is intended to create rights for anyone other than you and us, except where law requires otherwise. If any provision is found to be invalid or unenforceable, the remaining provisions will continue in full force. Any failure by us to enforce a right on one occasion does not mean we waive that right in future. These terms form the entire agreement between the parties in relation to the service, replacing any prior discussions or representations unless expressly incorporated in writing.
Governing law and jurisdiction are subject to the laws of England and Wales, unless the service is supplied in Scotland or Northern Ireland, in which case the applicable local law may apply where required. Any dispute arising from or relating to these Terms and Conditions, the booking, or the service will be dealt with by the courts having jurisdiction over the matter. You and we both agree to submit to that jurisdiction.
By proceeding with a booking for Tokyngton Carpet Cleaners, you confirm that you have read, understood, and agreed to these Terms and Conditions. If you do not agree with any part of them, you should not confirm the appointment. We recommend that you keep a copy of the terms for your records and review them before each new booking, as they may be updated from time to time. These terms are intended to provide a clear, balanced framework for a professional carpet cleaning service.
