Terms and Conditions for Frognal Carpet Cleaners

These Terms and Conditions set out the basis on which Frognal Carpet Cleaners provides domestic and commercial cleaning services to customers in the UK. By making a booking, confirming an appointment, or allowing work to begin, you agree to be bound by these terms. They are intended to create a clear, fair, and practical framework for the supply of carpet cleaning services, upholstery cleaning, stain treatment, and related specialist cleaning work.

For the purposes of these terms, references to “we”, “us”, and “our” mean Frognal Carpet Cleaners, and references to “you” or “the customer” mean the person or business requesting the service. These terms apply whether the service is booked online, by phone, by email, or through any other accepted booking method. They should be read carefully before any service is scheduled.

We reserve the right to amend these terms from time to time. The version in force at the time of booking will apply to that booking unless a change is required by law or a regulatory authority. Where a term is found to be unlawful or unenforceable, the remaining terms will continue to apply in full.

Booking Process

All bookings are subject to availability and are only confirmed once we have accepted the request. A booking may be made by the customer providing accurate details of the property, access arrangements, type of cleaning required, and any known issues such as heavy staining, pet odours, delicate materials, or previous treatments. We rely on the information you provide when allocating time, staff, and equipment.

A booking confirmation may be given verbally or in writing. However, a booking is not final until we have confirmed the service and, where required, received any deposit or advance payment. If the information supplied by the customer is incomplete, misleading, or changes before the appointment, we may revise the price, amend the service, or, where necessary, decline the booking. Carpet cleaning services are priced on the basis of the area, condition, treatment complexity, and access to the premises.

It is the customer’s responsibility to ensure that the area is ready for cleaning on the scheduled date and time. This includes providing safe access, moving small personal items where requested, and ensuring that pets and vulnerable occupants are managed appropriately. If we are delayed or unable to carry out the work because access is not available, the booking may be treated as a late cancellation or failed attendance.

Service Scope and Customer Responsibilities

We will carry out the services described in the booking confirmation with reasonable care and skill. The exact methods used may vary depending on the condition of the fabric, flooring, or soft furnishing, the fibre type, and the level of soiling. We may refuse to use a method that we reasonably consider unsuitable or unsafe for the material or for the premises.

The customer must notify us in advance of any known hazards, including fragile fittings, poor electrical safety, concealed damage, biological contamination, water ingress, or substances that may require specialist handling. Where a customer fails to disclose a relevant issue and this affects the service, any delay, additional cost, or reduced result may be charged to the customer. Frognal Carpet Cleaners will not be responsible for loss or damage caused by inaccurate, incomplete, or withheld information.

You are responsible for protecting items that cannot be safely moved, including valuables, artwork, electronics, and sensitive documents. While we will exercise care, we are not responsible for pre-existing wear, hidden defects, or deterioration that becomes visible during cleaning. Customers should understand that some stains, marks, or odours may be permanent or only partially reducible depending on the textile, age of the contamination, and prior cleaning attempts.

Payments

Unless otherwise agreed, payment is due on completion of the service on the same day. We may also require a deposit, pre-authorisation, or full advance payment for certain bookings, including larger commercial jobs, repeat cancellations, or highly specialised work. Accepted payment methods may vary and will be stated at the time of booking or invoice issue.

All prices are quoted in pounds sterling and may be subject to VAT where applicable. Any quotation given before attendance is based on the information available at the time and may be adjusted if the actual work differs materially from what was described. Examples include additional rooms, extra soiling, excessive furniture moving, restricted access, parking difficulties, or the need for specialist chemicals or equipment. A revised quote will normally be explained before further work continues.

Late payment may result in administrative charges, interest, or recovery action where permitted by law. If payment is not received when due, we may suspend further work, withhold any optional aftercare support, or refer the debt for collection. Title to any goods supplied remains with us until full payment has been made. Customers must pay in full regardless of whether they wish to make a separate complaint, unless we agree otherwise in writing.

Discounts, vouchers, or promotional offers may be subject to specific conditions, including minimum spend, limited dates, or exclusions for certain services. Any such offer cannot be exchanged for cash and may not be combined with another promotion unless clearly stated. We reserve the right to withdraw a promotion at any time, but this will not affect a booking already confirmed under that promotion unless there has been a clear error or misuse.

Cancellations and Changes

If you need to cancel or reschedule, you should give reasonable notice. Cancellations made with short notice may incur a fee to cover lost time, vehicle allocation, staff scheduling, and preparation costs. The amount charged will depend on how late the cancellation occurs and whether materials or time have already been committed to the job.

If you are not present at the agreed time and no access has been arranged, we may wait a reasonable period or treat the appointment as cancelled by the customer. We may also charge a call-out fee or part of the service price if our operatives arrive and cannot complete the work for reasons outside our control. Where severe weather, transport disruption, equipment failure, or illness prevents us from attending, we will seek to rearrange the appointment at the earliest reasonable opportunity.

Liability

We will use reasonable care and skill in carrying out all cleaning services, but the results depend on a range of factors outside our control, including the age and condition of materials, previous treatments, and the nature of any stains or contamination. Accordingly, we do not guarantee that every mark, odour, or discolouration will be fully removed. Normal shading changes, pile distortion, shrinkage, or colour variation may occur in some fabrics and are not necessarily defects in our workmanship.

Nothing in these terms limits or excludes liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot be limited under UK law. Subject to that, our total liability arising from any single booking will be limited to the amount paid or payable for the relevant service, except where a different limit is required by law. We will not be liable for indirect or consequential losses, including loss of profit, business interruption, or loss of enjoyment, except where such exclusion is prohibited.

The customer should inspect the completed work promptly and notify us of any concern within a reasonable time. If there is a genuine issue caused by our work, we may, at our discretion, return to inspect, re-clean, or offer a proportionate remedy. This is without prejudice to any rights you may have under the Consumer Rights Act 2015 or other applicable legislation. Claims relating to pre-existing damage, hidden faults, or items not properly secured will not normally be accepted.

Waste Regulations and Environmental Compliance

We operate in accordance with applicable UK waste handling and environmental requirements. Any wastewater, chemical residue, recovered debris, or contaminated material generated through the service will be managed in a responsible manner and disposed of only where lawful and appropriate. We may choose cleaning agents and disposal methods based on effectiveness, safety, and environmental impact. Our aim is to minimise waste and reduce unnecessary use of harsh chemicals where practical.

The customer must not ask us to dispose of hazardous or restricted waste unless this has been agreed in advance and can be lawfully handled. If we encounter items that may be contaminated, unsafe, or subject to special disposal rules, we may pause the job until instructions are clarified. Additional charges may apply where specialist disposal, extra containment, or specialist transport is required. We may refuse to handle materials that would place our staff, the property, or the environment at unreasonable risk.

The customer is responsible for ensuring that any item offered for cleaning is not subject to separate legal restrictions, prohibited substances, or hazardous waste rules unless we have expressly agreed otherwise in writing. Where the service produces waste that must be removed from the site, we will decide the most suitable lawful method of disposal, and the customer agrees to cooperate with any reasonable steps necessary to remain compliant. UK carpet cleaning terms such as these are intended to support safe working and proper waste management at every stage.

Access, Safety, and Property Conditions

We may refuse to begin or continue work if conditions at the property are unsafe, including unsafe wiring, excessive clutter, aggressive behaviour, poor ventilation, exposed hazards, or the presence of dangerous substances. In such cases, any lost time or call-out charge may still apply. We may also decline to work on materials that are too fragile, heavily damaged, or likely to suffer unreasonable deterioration during cleaning.

The customer should ensure reasonable access to water, electricity, and the work area unless a different arrangement has been agreed. Any parking charges, congestion costs, or site access fees incurred in the course of the service may be passed on to the customer where this was disclosed or reasonably foreseeable. We will take reasonable care to avoid damage to walls, flooring, doors, and fixtures while moving portable equipment.

We are not liable for damage caused by pre-existing weakness, poor maintenance, insecure furniture, hidden defects, or normal wear and tear. Where a customer requests that heavy furniture be moved, this will be done only where it is safe and practical. We may decline to move items that are valuable, unstable, or connected to services such as gas, electricity, or plumbing. Any special request must be agreed in advance.

Complaints and Service Issues

If you are unhappy with any aspect of the service, you should raise the matter promptly so that we can investigate. This may include concerns about missed areas, residual staining, or an issue with the cleaning method used. We may request photographs, a description of the concern, and an opportunity to inspect the area before any remedy is offered. Failure to allow inspection may limit our ability to assist.

Where we accept that the service fell below the standard reasonably expected, we may offer a repeat visit, partial refund, or another proportionate solution. The exact remedy will depend on the facts, the extent of the issue, and whether the matter can be corrected. This clause does not affect your statutory rights. However, no remedy will be provided where the issue was caused by factors outside our control, including inaccurate information or later damage.

Any complaint must be made in good faith and with reasonable cooperation. Abusive, threatening, or obstructive conduct may result in the suspension of support until the matter is handled appropriately. Nothing in this section prevents either party from seeking legal advice or pursuing their legal remedies where necessary.

Intellectual Property and Use of Materials

Any written estimates, method statements, or service descriptions we provide remain our property unless stated otherwise and may not be reproduced or used for another purpose without permission. This includes branded documents, templates, and any cleaning procedure notes we produce for a specific job. These materials are supplied for the customer’s internal use in relation to the booking only.

General Terms

If we choose not to enforce any part of these terms at a particular time, that does not mean we have waived our right to enforce it later. A person who is not a party to the agreement has no right to enforce any of its terms under the Contracts (Rights of Third Parties) Act 1999 unless expressly stated. We may assign or subcontract part of the service where reasonably necessary, provided that we remain responsible for the overall performance of the contract.

These terms form the entire agreement between the customer and Frognal Carpet Cleaners in relation to the service, subject to any mandatory statutory rights. Any variation must be agreed in writing or clearly confirmed by us. If there is any conflict between a written quotation and these terms, the quotation will prevail only to the extent of the specific inconsistency.

Governing Law and Jurisdiction

These Terms and Conditions and any dispute or claim arising from them, whether contractual or non-contractual, shall be governed by and interpreted in accordance with the laws of England and Wales. The courts of England and Wales will have exclusive jurisdiction over any dispute, claim, or proceeding arising from or connected with these terms, except where the customer is a consumer and other mandatory legal rights apply.

By booking with Frognal Carpet Cleaners, you acknowledge that you have read, understood, and agreed to these Terms and Conditions. They are designed to support a professional, transparent, and lawful service relationship and to clarify the expectations of both parties in relation to carpet cleaning services, payment, cancellations, liability, waste handling, and legal compliance.