Loxford Carpet Cleaners Terms and Conditions
These Terms and Conditions set out the basis on which Loxford Carpet Cleaners provides domestic and commercial cleaning services. By making a booking, confirming an appointment, or allowing work to begin, you agree to be bound by these terms. Please read them carefully before using any carpet cleaning service, upholstery treatment, stain removal, or related cleaning work carried out by us. The purpose of this page is to explain what you can expect from our carpet cleaners, what we expect from you, and how we manage booking, payment, cancellation, liability, and waste handling in a fair and lawful way.
In these terms, references to “we”, “us”, and “our” mean Loxford Carpet Cleaners, and references to “you” and “your” mean the customer, client, or person making the booking. These conditions apply to all services supplied by us unless we agree otherwise in writing. They are intended to support clear communication and help prevent misunderstanding before, during, and after a carpet cleaning appointment.
If any part of these terms is found to be unlawful or unenforceable, the remaining provisions will continue to apply. No delay or failure by us to enforce a right under these terms shall be taken as a waiver of that right. We may update these terms from time to time, and the version in force at the time of your booking will normally apply to that booking unless stated otherwise.
Booking Process
All bookings are subject to availability and confirmation. A booking request may be made through the channels we provide from time to time, and your request does not become a binding appointment until we have accepted it. When you request a carpet cleaner booking, we may ask for details such as the type of property, approximate room sizes, floor coverings, access arrangements, and any special requirements. This information helps us assess the service needed and allocate sufficient time and equipment.
We reserve the right to decline or amend a booking where the information supplied is incomplete, misleading, or materially different from the actual condition or size of the work area. If we provide an estimate or quotation, it is based on the details you give us at the time. A revised price may apply if the job changes on arrival, for example where there are additional rooms, heavy soiling, pet contamination, unexpected stains, or a need for specialist treatment. Any such changes will be explained as far as reasonably practicable before extra work begins.
Your booking is not confirmed unless we expressly say it is accepted. We may issue a written confirmation or other record showing the date, time, service, and any agreed notes. It is your responsibility to ensure that the details are accurate. Please check access, parking, water, and electricity are available if needed for the service. Where access is delayed or restricted, we may need to reschedule or reduce the scope of work and charge accordingly.
Payments and Pricing
The price for services will be either our current published rate, a quoted amount, or a price agreed in writing before work begins. Unless we state otherwise, all prices are inclusive of standard labour and cleaning products suitable for the agreed task, but may exclude additional charges for parking, congestion, waiting time, specialist chemicals, restoration work, or extra visits. Any applicable additional charge will be explained where reasonably possible before it is incurred.
Payment is due in full on completion of the service unless we agree different terms in advance. We may accept card payment, bank transfer, cash, or other payment methods we make available from time to time. If payment is made by bank transfer, it must clear within the time stated by us. We reserve the right to charge interest and recover reasonable costs on overdue sums in accordance with applicable UK law. Until full payment is received, any goods supplied or materials used may remain our property where lawful.
You must ensure that the payer is authorised to make payment on your behalf. If the booking is made by a landlord, agent, tenant, office manager, or any other representative, the person placing the booking confirms that they have authority to agree to these terms. Where the service is booked for a property or business, the person responsible for the account remains liable for payment unless we agree otherwise in writing.
Cancellations, Rescheduling, and No-Access
You may cancel or reschedule a booking by giving us reasonable notice. If you cancel with sufficient notice, we may not charge a cancellation fee. However, where we have already reserved time, allocated staff, prepared equipment, or incurred costs, we may apply a fair cancellation charge. This is especially relevant for late cancellations made shortly before the appointment time. Any cancellation or rescheduling charge will reflect our reasonably expected loss and administrative effort.
If you are not present at the agreed time, fail to provide access, or the property is unsafe, unsuitable, or not ready for the service to begin, we may treat the appointment as a late cancellation or wasted visit. In such cases, we may charge a call-out fee or the agreed minimum charge. Where possible, we may offer to rearrange the booking, but this is at our discretion and subject to availability.
If we need to cancel or reschedule, we will use reasonable efforts to inform you as soon as practicable and to arrange an alternative appointment. We will not be liable for any loss arising from a rescheduled booking where the cancellation is due to circumstances beyond our reasonable control, including staff illness, severe weather, transport disruption, equipment failure, or other unavoidable events. Nothing in these terms limits your statutory rights in relation to services supplied with reasonable care and skill.
Service Standards, Customer Responsibilities, and Liability
We aim to provide each carpet cleaning service with reasonable care, skill, and professionalism. Results may vary depending on fabric type, carpet age, previous treatments, soil level, dye stability, and condition of the material. While we use suitable methods and professional judgment, we do not guarantee the removal of every stain, odour, or mark. Some stains may be permanent, may reappear after drying, or may worsen due to prior damage that is not visible before treatment.
You are responsible for telling us about known issues before work begins, including fragile fibres, existing damage, colour run, hidden tears, unsafe electrical items, underfloor heating, or any other condition that may affect the result or increase risk. You should remove valuables, small objects, breakables, and sensitive items from the work area before we arrive. We may move light furniture where reasonable, but we are not obliged to move heavy, fixed, or hazardous items unless agreed in advance.
We will take reasonable care when carrying out the service, but our liability is limited to direct loss or damage caused by our proven negligence. We will not be liable for pre-existing faults, normal wear and tear, shrinkage caused by the nature of the material, colour loss due to unstable dyes, or damage resulting from the customer’s failure to disclose relevant information. To the fullest extent permitted by law, we exclude liability for indirect, incidental, or consequential loss, including loss of profit, loss of business, or loss of enjoyment. Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any liability that cannot lawfully be excluded under UK law.
Waste Regulations and Environmental Handling
We handle waste and residue produced during cleaning in accordance with applicable UK environmental and waste regulations. This may include dirty water, extracted soil, removed debris, used cloths, and packaging from cleaning materials. We aim to dispose of or manage waste responsibly and lawfully. Where waste must be removed from the site, we will do so in a manner that is appropriate for the type of material involved and consistent with our duty of care obligations.
Unless otherwise agreed, any waste created as a normal by-product of the cleaning process remains our responsibility to remove or manage. However, items that are not part of the service, such as large quantities of household waste, building rubble, hazardous substances, needles, chemicals, or infested materials, must be disclosed in advance and may require specialist handling. We may refuse to process or remove materials that we reasonably believe could breach waste, health, safety, or environmental rules.
You must not ask us to dispose of items unlawfully, and you must provide accurate information about any known contamination or hazardous matter. If we discover a risk that was not disclosed, we may stop work, leave the site, or require additional measures before continuing. Any extra costs caused by improper waste conditions, specialist disposal needs, or legal compliance requirements may be charged to you where lawful.
Property Condition, Access, and Health & Safety
We may refuse to begin or continue work if the premises are unsafe, unhygienic, or likely to place our staff, equipment, or your property at unreasonable risk. This includes, without limitation, excessive clutter, exposed wiring, aggressive animals, pest infestation, flooding, or structural hazards. We may also suspend work if we are required to do so by law, by building management rules, or by a reasonable health and safety concern. Where we stop work for such reasons, any payment already due for time spent, travel, or preparatory work may still apply.
You are responsible for ensuring that the property has adequate access and that any special instructions are given before the appointment. If we need to wait for access, keys, occupants, or building approval, the appointment time may be shortened or additional charges may apply. We are not responsible for delays caused by third parties, building rules, road restrictions, or events outside our control. You also agree to inform us of any relevant medical, allergy, or sensitivity concerns where they may affect the selection of products or the manner in which the service is delivered.
We may use standard cleaning solutions, stain removers, and equipment suitable for the materials being treated. It remains your responsibility to advise us of any allergies, sensitivities, or product restrictions before treatment starts. Where reasonably possible, we will accommodate such concerns, but we cannot guarantee that every product used will be entirely free from all potential allergens. If you require a product list or a specific method, please raise this before the booking is accepted.
Complaints, Delays, and Events Beyond Our Control
We want all customers to be satisfied with the service provided. If you believe there is an issue, you should notify us within a reasonable time after completion, giving us a chance to review the matter. We may ask for photographs, relevant details, or an opportunity to inspect the area. If a valid complaint is established, we may decide to return and re-treat the area, offer a partial adjustment, or take another reasonable step. Any remedy will be at our discretion and subject to the nature of the problem and the original service agreed.
We are not responsible for delays or failures caused by events beyond our reasonable control. These may include severe weather, traffic disruption, industrial action, utility failures, pandemics, emergencies, fire, flood, acts of third parties, or equipment malfunction not due to negligence. In such circumstances, performance may be suspended for the duration of the event, and we may rearrange the service without liability for loss arising from the delay.
If any part of the service cannot be completed because of conditions that we could not reasonably have predicted, we may charge proportionately for the work already carried out and any unavoidable costs. We will act reasonably and fairly when deciding whether to continue, pause, or terminate a service that becomes impractical, unsafe, or unlawful to complete.
General Legal Terms and Governing Law
Nothing in these terms affects your statutory rights as a consumer where the service is supplied to you as an individual. If any term is found to be invalid, unlawful, or unenforceable, that term shall be read as far as possible to reflect the original intention, and the rest of the terms will remain in force. No third party has any right to enforce these terms unless such right is expressly granted by law. These terms represent the entire agreement between you and us in relation to the service, unless we agree a variation in writing.
We may assign or subcontract parts of the service where appropriate, provided this does not materially reduce the standard you are entitled to expect. Any variation to these terms must be agreed in writing by an authorised representative of Loxford Carpet Cleaners. Verbal promises or understandings that conflict with these terms will not be binding unless confirmed in writing.
These terms and any dispute or claim arising from them shall be governed by and interpreted in accordance with the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction, except where consumer law provides otherwise. By booking with Loxford Carpet Cleaners, you acknowledge that you have read, understood, and agreed to these terms and conditions for our carpet cleaning services.
