d. Any particular stains, damage, or special cleaning requirements.

3.3 A Booking is deemed accepted only when the Company confirms the Booking, including the proposed date, time, and price estimate or quotation.

3.4 The Company will use reasonable efforts to accommodate the Customer's preferred date and time, but all appointments are subject to availability.

3.5 The Customer is responsible for ensuring access to the Premises at the agreed time. If access cannot be obtained, this may be treated as a late cancellation and charges may apply as set out in these Terms and Conditions.

4. Price Estimates and Quotations

4.1 Any prices provided prior to inspection of the Premises are estimates only, based on the information supplied by the Customer.

4.2 The Company reserves the right to revise the price if, upon arrival at the Premises, it becomes apparent that the work required is significantly different to that originally described, including but not limited to additional rooms, unexpected heavy soiling, difficult access, or health and safety concerns.

4.3 In such cases, the Company will inform the Customer of any change in the price before commencing the work. If the Customer does not agree to the revised price, the Company may cancel the visit; a call-out fee may apply to cover travel and time costs.

5. Payments and Charges

5.1 All prices are stated in pounds sterling and are inclusive of any applicable tax, unless expressly stated otherwise.

5.2 Payment is due immediately upon completion of the Services, unless otherwise agreed in writing in advance.

5.3 The Company accepts payment by methods stated during the Booking process. The Company may require a deposit or full payment in advance for certain Bookings, including but not limited to larger jobs or commercial contracts.

5.4 If payment is not received on completion of the Services or by the agreed due date, the Company reserves the right to charge interest on the overdue amount at the statutory rate, and to take such steps as it considers appropriate to recover the outstanding sums, including engaging third party debt collection services.

5.5 For ongoing or commercial arrangements, payment terms will be as agreed between the Company and the Customer in writing, and may include periodic invoicing and specified credit terms.

6. Cancellations, Rescheduling, and Access

6.1 The Customer may cancel or request to reschedule a Booking by giving the Company notice as early as possible.

6.2 The Company reserves the right to apply a cancellation fee if the Customer cancels or reschedules a Booking with less than 24 hours' notice. The fee may be up to a reasonable proportion of the quoted service price to cover the Company's losses, including staff scheduling and travel costs.

6.3 If the Company arrives at the Premises and is unable to gain access, or if the work cannot be carried out for reasons beyond the Company's control, this may be treated as a late cancellation and a call-out charge or cancellation fee may apply.

6.4 The Company reserves the right to cancel or reschedule a Booking due to circumstances beyond its reasonable control, including but not limited to staff illness, vehicle breakdown, severe weather, or safety concerns at the Premises. In such cases, the Company will notify the Customer as soon as reasonably practicable and offer an alternative appointment. The Company will not be liable for any consequential loss arising from such cancellations or rescheduling.

7. Customer Obligations and Preparation

7.1 The Customer must ensure that the Premises are safe for the Company’s staff to work in and that there is adequate lighting, electricity, and, where required, running water.

7.2 The Customer is responsible for moving fragile, valuable, or easily damaged items from the areas to be cleaned prior to the Company’s arrival. The Company will not be responsible for moving heavy furniture or appliances unless this has been expressly agreed in advance.

7.3 The Customer must inform the Company of any pre-existing damage, defects, or specific issues with carpets, flooring, or furnishings, including any known risks relating to shrinkage, colourfastness, or instability.

7.4 The Customer is responsible for ensuring that any pets and children are kept away from the areas being cleaned and from equipment and cleaning products during and immediately after the Service.

8. Cleaning Methods, Results, and Limitations

8.1 The Company will use professional cleaning equipment and products suitable for the type of carpets and materials specified by the Customer and observed at the Premises.

8.2 While the Company will use reasonable skill and care in providing the Services, it cannot guarantee that all stains, marks, or odours will be completely removed. Results can vary depending on the age, type, and condition of the carpet, the nature of the staining, and previous treatments.

8.3 Some carpets or fabrics may be prone to shrinkage, colour loss, or other adverse reactions. The Company will take reasonable steps to identify obvious risks, but the Customer accepts that there is a possibility of such outcomes, especially where the full history of the item is not known.

8.4 The Customer must follow any guidance given by the Company regarding drying times and aftercare, including keeping foot traffic to a minimum until carpets are sufficiently dry.

9. Liability and Insurance

9.1 The Company will exercise reasonable skill and care in performing the Services and will take reasonable precautions to protect the Customer’s property.

9.2 The Company carries appropriate liability insurance in respect of accidental damage or injury caused by its negligence in the course of providing the Services.

9.3 The Company’s total liability for any loss or damage arising from its provision of the Services, whether in contract, tort, or otherwise, shall be limited to the value of the relevant Booking or the amount recoverable under the Company’s insurance policy, whichever is greater, unless otherwise required by law.

9.4 The Company shall not be liable for any indirect or consequential losses, including loss of profit, loss of business, or loss of opportunity, arising out of or in connection with the provision of the Services.

9.5 Nothing in these Terms and Conditions shall exclude or limit the Company’s liability for death or personal injury caused by its negligence, for fraud or fraudulent misrepresentation, or for any other liability which cannot be excluded or limited under applicable law.

10. Waste Handling and Environmental Regulations

10.1 In the course of providing carpet cleaning and related services, the Company may generate waste water and collect residues lifted from carpets, rugs, or upholstery.

10.2 The Company will handle and dispose of waste produced during the Service in accordance with applicable waste and environmental regulations in the United Kingdom.

10.3 Where appropriate, and subject to local infrastructure, waste water from cleaning processes will be disposed of via suitable drainage points, in compliance with relevant regulations and best practice guidelines.

10.4 The Customer must not request or require the Company to dispose of any hazardous or prohibited materials or substances. If such materials are identified, the Company reserves the right to refuse to handle them and may adjust or cancel the Service accordingly.

10.5 The Customer is responsible for informing the Company in advance if any area to be cleaned may contain substances requiring special handling or licensing under applicable waste or environmental laws.

11. Complaints and Service Issues

11.1 If the Customer is dissatisfied with any aspect of the Services, the Customer should notify the Company as soon as reasonably possible, and in any event within 48 hours of completion of the work.

11.2 The Company will investigate any complaint and, where appropriate, may arrange a revisit to inspect the issue and, at its discretion, attempt further cleaning or rectification.

11.3 The Customer must provide reasonable access and cooperation to allow the Company to investigate and, if considered appropriate, remedy any issues.

11.4 Complaints made more than 48 hours after completion may be more difficult to assess objectively and may not be accepted as arising from the Company’s Services.

12. Privacy and Data Protection

12.1 The Company will collect and process personal data provided by the Customer for the purposes of managing Bookings, providing the Services, and administering its business.

12.2 The Company will handle personal data in accordance with applicable data protection laws in the United Kingdom.

12.3 The Customer is responsible for ensuring that the contact details and information provided to the Company are accurate and up to date.

13. Force Majeure

13.1 The Company shall not be in breach of these Terms and Conditions or liable for any delay in performing, or failure to perform, any of its obligations if such delay or failure results from events, circumstances, or causes beyond its reasonable control.

13.2 Such events may include, but are not limited to, extreme weather, flood, fire, industrial disputes, civil commotion, public health restrictions, or failure of transport or utilities.

14. Amendments to Terms and Conditions

14.1 The Company may amend these Terms and Conditions from time to time. Any changes will take effect when published on the Company’s official channels or otherwise communicated to Customers.

14.2 The version of the Terms and Conditions in force at the time of the Customer’s Booking will apply to that Booking, unless a change is required by law or by a regulatory authority.

15. Governing Law and Jurisdiction

15.1 These Terms and Conditions and any dispute or claim arising out of or in connection with them, or with the provision of the Services, shall be governed by and construed in accordance with the laws of England and Wales.

15.2 The courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with these Terms and Conditions or their subject matter.

16. Entire Agreement

16.1 These Terms and Conditions constitute the entire agreement between the Company and the Customer in relation to the provision of the Services and supersede any prior understandings, representations, or agreements, whether written or oral.

16.2 If any provision of these Terms and Conditions is held by a court or competent authority to be invalid or unenforceable, that provision shall be deemed modified to the minimum extent necessary to make it valid and enforceable, and the remaining provisions shall remain in full force and effect.

By proceeding with a Booking and allowing the Company to commence work at the Premises, the Customer confirms that they have read, understood, and agree to be bound by these Terms and Conditions.