Norbiton Carpet Cleaners – Service Terms and Conditions

These Service Terms and Conditions set out the basis on which Norbiton Carpet Cleaners provides professional cleaning services to domestic and commercial customers in the UK. By making a booking, requesting a quotation, or allowing work to commence, the customer agrees to be bound by these terms. For the avoidance of doubt, these terms apply to all standard carpet cleaning, upholstery cleaning, stain treatment, deodorising, and related specialist cleaning services supplied by Norbiton carpet cleaners and any suitably authorised operative acting on its behalf.

In these terms, references to “we”, “us”, and “our” mean the service provider trading as Norbiton Carpet Cleaners, and references to “you” or “the customer” mean the person, company, landlord, tenant, managing agent, or other party who places the booking or authorises the work. These terms are designed to be clear, fair, and consistent with UK consumer and business law. They should be read together with any written quotation, booking confirmation, service specification, or pre-clean assessment provided before the work begins.

We reserve the right to update or revise these terms from time to time. Any updated version will apply to future bookings from the date it is issued. Where a booking has already been accepted, the version in force at the time of confirmation will normally apply unless a change is required by law. If any part of these terms is found to be unlawful or unenforceable, the remaining provisions will continue in full effect.

Booking Process and Acceptance

All bookings are subject to availability, site suitability, and acceptance by us. A request for an appointment does not create a binding contract until we have confirmed the booking, the expected scope of the work, and any relevant pricing basis. We may ask for photographs, property details, fibre type, room sizes, access information, or details of specific stains or hazards so that we can provide an accurate estimate and select the correct cleaning method.

It is your responsibility to provide complete and accurate information at the time of booking. This includes letting us know about delicate materials, hidden damage, pre-existing wear, mould, pet contamination, prior treatments, or anything else that may affect the outcome or the safety of the work. Where a booking is made on behalf of a third party, the person placing the booking confirms that they have authority to do so and to accept these terms on behalf of the property owner or occupier.

If an on-site inspection is required before pricing can be finalised, the final quotation may change once the condition of the items or premises is assessed. In some cases, we may decline or postpone the work if the environment is unsuitable, if there is a risk to equipment or personnel, or if the requested task falls outside our normal service range. The service may also be amended where access restrictions, excessive contamination, or health and safety concerns are identified on arrival.

Pricing, Deposits and Payments

Prices may be quoted as fixed fees, hourly rates, minimum call-out charges, room-based rates, item-based charges, or a combination of these, depending on the type and complexity of the work. Any quotation is based on the information available at the time and may be adjusted if the actual conditions differ materially from those described during booking. Additional charges may apply where extra time, specialist products, parking costs, additional labour, or repeated stain treatment is required.

Unless stated otherwise, payment is due in full immediately upon completion of the service. We may accept payment by bank transfer, card, cash, or another approved method, subject to availability and any verification requirements. For business customers or larger assignments, we may require a deposit, part-payment in advance, or payment on invoice within a specified period. Where payment terms are agreed in writing, those terms will take priority over any general payment arrangements stated here.

If a deposit is requested, it secures the appointment and may be non-refundable in accordance with the cancellation provisions below. Failure to pay on time may result in suspension of future services, recovery action, or the addition of reasonable costs incurred in collecting overdue sums, to the extent permitted by law. Any undisputed invoice that remains unpaid after the agreed due date may accrue interest at the statutory rate applicable to late payment, where lawful and appropriate.

Cancellations, Rescheduling and Missed Appointments

You may cancel or reschedule a booking by giving reasonable notice. Where cancellation is made sufficiently in advance, we will usually make every reasonable effort to rearrange the appointment without penalty. However, if we have reserved a time slot, allocated staff, purchased products, or incurred other preparatory costs, we may deduct reasonable expenses from any deposit or charge a cancellation fee that reflects the loss suffered.

If you cancel at short notice, fail to provide access, or are not ready for the service at the agreed time, we may treat the appointment as a late cancellation or a missed visit. In such cases, a call-out fee or a portion of the booking value may still be payable. This is particularly relevant where our carpet cleaning service team has travelled to site, set aside equipment, or turned down other work to attend your booking.

We may also need to reschedule due to operational reasons, severe weather, vehicle breakdown, staff illness, or events outside our control. Where this happens, we will use reasonable efforts to offer an alternative appointment. We are not responsible for indirect losses caused by a necessary rescheduling, provided the delay was not caused by our negligence or intentional misconduct.

Customer Responsibilities Before and During the Service

To help us deliver the best possible result, you must ensure the property is reasonably prepared before our arrival. This may include moving small personal items, securing valuables, making safe any pets, and providing clear access to the work area. Unless agreed otherwise, we do not normally move heavy furniture, dismantle fittings, or remove permanently fixed fixtures. We may clean around such items, but we cannot guarantee access to hidden areas if they cannot be reached safely.

You should also inform us of any water supply issues, electrical faults, fragile furnishings, pre-existing damage, or special instructions before the cleaning begins. If the work area is dirty in a way that poses a health or safety risk, or if there are bodily fluids, infestations, or hazardous substances present, we may refuse to proceed until suitable precautions have been taken. In some cases, specialist treatment or third-party intervention may be required before cleaning can continue.

The customer is responsible for ensuring that any instructions given to us are lawful, practical, and consistent with the manufacturer’s care guidance where applicable. While we will use reasonable care and appropriate methods, certain stains, odours, and marks may be permanent or only partially removable. Results can vary depending on fibre composition, age of staining, previous cleaning attempts, humidity, ventilation, and wear. Accordingly, no guarantee is given that all contamination will be fully removed.

Service Standards, Limitations and Liability

We will carry out the service with reasonable skill and care, using appropriate equipment and cleaning agents suitable for the intended surface wherever reasonably practicable. Where a particular method is recommended, we may still adapt the process if we consider that a different technique is safer or more effective in the circumstances. Any advice given before or during the job is provided in good faith and should be treated as guidance based on the information available at the time.

Our liability for loss or damage is limited to the fullest extent permitted by law. Nothing in these terms excludes or limits liability for death or personal injury caused by our negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be excluded in the UK. Subject to that, we are not responsible for pre-existing damage, hidden defects, colour fastness issues, shrinkage caused by unsuitable materials, or deterioration arising from age, wear, or inherent vice.

Where damage is alleged, you must notify us as soon as reasonably possible and, in any event, before the affected item is moved, repaired, or altered, so that we can inspect the issue. We may ask for photographs, reasonable access, and an opportunity to investigate. If we accept that we are at fault, our liability will ordinarily be limited to the reasonable cost of repair, rectification, or replacement of the affected item, taking into account fair wear and tear and any contributory factors.

Waste Management, Environmental Handling and Regulatory Compliance

We aim to operate in a responsible manner and to comply with relevant UK waste, environmental, and duty-of-care requirements. This includes the lawful handling of used water, recovered soil, spent pads, packaging, disposable materials, and any waste produced as part of the cleaning process. Where waste must be removed from site, it will be dealt with in accordance with applicable regulations and disposed of using suitable authorised methods where required.

You must tell us in advance if the property contains substances that may be regulated or hazardous, including but not limited to biohazards, sharps, asbestos, chemical spills, or heavily contaminated waste. We do not provide a hazardous waste remediation service unless expressly agreed in writing and only where we are lawfully able to do so. If unsafe or regulated waste is discovered during the job, we may stop work immediately and require specialist handling before proceeding.

We expect the customer to cooperate with all reasonable steps needed to ensure compliance with waste rules, environmental obligations, and site-specific restrictions. This may include granting access to suitable drainage points where lawful, isolating contaminated items, or confirming that any removed waste can be lawfully collected. You are responsible for providing truthful information about the nature of the waste or contamination present at the premises.

Property Damage, Access, and Force Majeure

We take reasonable care when moving equipment through the property, but you are responsible for protecting fragile items, ornaments, loose cables, and surfaces that may be vulnerable to accidental contact. We are not liable for minor scuffs, marks, or wear associated with ordinary movement of equipment where reasonable care has been taken. Any significant claim must be supported by evidence of our negligence and the extent of the loss.

If access is restricted, if parking is unavailable, or if the building layout creates additional difficulty, we may need extra time or may need to amend the service plan. You are responsible for obtaining any permissions required for access, parking, loading, or entry to managed premises. Delays caused by factors beyond our control may result in additional charges or a revised appointment schedule.

We are not liable for failure to perform, or delay in performing, any obligation caused by events outside our reasonable control. Such events may include extreme weather, flood, fire, industrial action, transport disruption, public utility failure, or other force majeure circumstances. Where a force majeure event occurs, we will seek a practical solution, but neither party will be entitled to claim compensation for the resulting delay or non-performance, except where required by law.

Complaints, Remedies and General Provisions

If you are dissatisfied with any aspect of the service, you should notify us promptly so that we can investigate and, where appropriate, attempt a fair remedy. Depending on the circumstances, a remedy may include a re-clean, partial refund, repair contribution, or another reasonable adjustment. Any decision will take into account the service specification, the condition of the item before cleaning, and whether you complied with your responsibilities under these terms.

No waiver by us of any breach or delay will operate as a waiver of any later breach or delay. If any term is held to be invalid, illegal, or unenforceable, it shall be deemed modified to the minimum extent necessary to make it enforceable, and if that is not possible it shall be severed without affecting the remaining terms. These terms, together with the accepted quotation and booking confirmation, form the entire agreement between the parties in relation to the service.

Governing Law: These terms and any dispute or claim arising out of or in connection with them shall be governed by and construed in accordance with the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction, except where the law requires otherwise. Nothing in these terms affects your statutory rights as a consumer under applicable UK law, including rights relating to services performed with reasonable care and skill.