Barbican Carpet Cleaners Terms and Conditions

These Terms and Conditions set out the basis on which Barbican Carpet Cleaners provides domestic and commercial carpet cleaning services in the UK. By making a booking, the customer agrees to be bound by these terms, which are designed to clarify the service process, payment arrangements, cancellation rules, liability limits, waste handling obligations and the applicable law. Carpet cleaning services may involve specialist equipment, detergents, water extraction methods and stain treatments, and customers should read these terms carefully before confirming any appointment.

In these terms, references to “we”, “us” and “our” mean Barbican Carpet Cleaners, and references to “you” and “your” mean the person, business or organisation booking or receiving the service. These terms apply to all forms of carpet cleaning, including routine maintenance cleans, deep cleans, stain removal treatments, rug cleaning, upholstery-related add-ons where agreed, and associated preparatory or finishing work. Nothing in these terms affects your statutory rights where consumer law applies.

We may update these Terms and Conditions from time to time to reflect changes in our operating practices, legal obligations or pricing structure. Any updated version will apply to future bookings unless otherwise agreed in writing. If a customer proceeds with a booking after being informed of revised terms, that booking will be treated as acceptance of the revised version.

1. Booking process

Bookings for Barbican Carpet Cleaners services can be made by telephone, email, online form or any other booking method we make available from time to time. A booking is only confirmed when we have accepted the request and provided a booking confirmation, which may include the service date, estimated arrival window, service scope, pricing basis and any specific conditions. We reserve the right to decline a booking where we reasonably believe that the work is unsafe, outside our service scope, or impracticable due to access, property condition or other operational factors.

When requesting a booking, you must provide accurate and complete information, including the property type, floor areas or items to be cleaned, presence of pets, known stains, recent spills, previous treatments, access restrictions and any health, safety or environmental concerns. If the information supplied is incomplete or inaccurate, we may need to revise the price, amend the schedule or, in some cases, cancel the booking without liability. Customers are responsible for ensuring that the area to be cleaned is reasonably clear and that valuables or fragile items are removed or protected before our arrival.

Although we aim to arrive within the stated time window, all arrival times are approximate. Delays may occur due to traffic, weather, earlier jobs overrunning, equipment issues or unforeseen circumstances. Where reasonably possible, we will notify you of significant delays. If access is not available, the property is not ready for cleaning, or no responsible person is present where required, we may treat the appointment as a failed visit and charge a call-out or cancellation fee.

We may need to inspect the carpet or textile item before beginning work and, where appropriate, adjust the method used. The final cleaning method is determined by the condition of the fibres, manufacturer recommendations where available, age and wear, prior treatment history, and the need to avoid damage. While we work carefully and professionally, certain stains, odours, wear patterns, colour loss or embedded contamination may not be fully removable. This is particularly relevant in relation to delicate fibres, older carpets and items that have already been damaged or cleaned inappropriately.

2. Prices and payments

Prices for carpet cleaning services may be fixed, quoted by room, area, item or hour, or calculated using a combination of these factors. Any estimate we provide is based on the information available at the time and may change if the actual condition or scope of work differs from what was described. Additional charges may apply for heavily soiled carpets, stain pre-treatment, furniture moving by agreement, parking restrictions, restricted access, out-of-hours work, urgent requests, or extra treatments requested on site.

Unless otherwise agreed, payment is due on completion of the service on the same day. We may require a deposit, pre-authorisation or advance payment for larger bookings, recurring work, commercial contracts or appointments made at short notice. We accept the payment methods stated at the time of booking. If payment is not made when due, we may suspend further services, charge reasonable recovery costs and, where permitted by law, apply statutory interest or late payment charges.

Any discounts, promotional offers or package prices are offered at our discretion and may be withdrawn or amended at any time before a booking is confirmed. Promotions cannot usually be combined unless we expressly say otherwise. All prices are stated inclusive or exclusive of VAT according to the applicable tax position at the time of quoting. If VAT applies, it will be shown separately or included in the final invoice as required.

3. Cancellations and rescheduling

You may cancel or reschedule a confirmed appointment by giving us reasonable notice. If you cancel within a short period before the scheduled visit, or if we are already on our way to the property, we may charge a cancellation fee to cover lost time, labour and travel costs. The exact fee may depend on the notice period, the size of the booking and any special arrangements made for the appointment.

Where a booking is cancelled because access is not provided, the area is not prepared, essential utilities are unavailable, or the customer is not present where attendance is required, we may also charge a wasted journey or failed appointment fee. If we need to reschedule because of exceptional circumstances affecting us, such as severe weather, illness, equipment failure or vehicle breakdown, we will offer an alternative appointment where reasonably possible, but we will not be liable for indirect loss arising from the change in date.

For consumer customers, any right to cancel under distance selling or consumer regulations, where applicable, may be affected if you expressly request us to begin work before the end of the cancellation period. By asking us to attend on a specific date, you acknowledge that the service may begin before any cancellation period expires and that you may be required to pay for work already completed if you later cancel after performance has started.

4. Customer obligations

To help ensure safe and effective service, you must provide access to the property, electricity, water and any other utilities reasonably needed for the work unless otherwise agreed. You should also tell us in advance about any conditions that may affect cleaning outcomes, including underlay issues, loose fibres, hidden damage, previous flood damage, adhesive failure, moth infestation, pet contamination or mould. We rely on the accuracy of the information you provide when deciding whether to accept the job and what method to use.

You are responsible for securing pets, removing small items and protecting breakables, electronics and personal belongings before we begin. If furniture needs moving, this must be agreed in advance. We may refuse to move items that are excessively heavy, unstable, dangerous or likely to cause damage. Where you ask us to move furniture, you accept that minor scuffs, marks or movement-related effects may occur even when reasonable care is taken.

Customers must ensure that the carpet or textile item is suitable for professional cleaning. We do not accept responsibility for pre-existing defects, hidden weaknesses, poor installation, age-related deterioration, dye instability or damage caused by unsuitable previous treatments. If a carpet has not been maintained in accordance with care instructions or has been exposed to moisture, heat, sunlight or chemicals that weaken the fibres, results may be limited.

5. Liability and limitations

We will perform our services with reasonable care and skill. If we cause direct physical damage to your property through negligence, we will assess the issue and, where appropriate, offer repair, remediation or compensation up to the reasonable value of the affected item, subject to the limitations in these terms. You must notify us of any alleged damage or service issue as soon as reasonably possible after completion and in any event within a reasonable time, so that we can inspect the matter and consider a resolution.

To the fullest extent permitted by law, we are not liable for loss or damage arising from circumstances beyond our reasonable control, including but not limited to pre-existing defects, incorrect information supplied by the customer, unsuitable carpets, hidden contamination, mould, rust, dye run, colour transfer, shrinkage caused by pre-existing conditions, or failure of an item that was already weakened. We are also not responsible for indirect or consequential loss such as loss of profit, loss of opportunity, inconvenience, business interruption or emotional distress, except where such exclusion is not permitted by law.

Because carpet cleaning can interact with fibre type, pile structure, backing materials and prior treatments in unpredictable ways, we do not guarantee complete stain removal, full odour elimination, restoration to original condition, or identical appearance across the whole area. Results can vary depending on age, usage, wear, soil level, environmental conditions and the nature of the contamination. Some stains may reappear after drying due to wick-back, residues or underlying contamination, even where the initial clean appeared successful.

Nothing in these terms excludes or limits liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation, or any other liability that cannot lawfully be excluded under UK law. Where liability is lawfully limited, our total aggregate liability for any single booking or related series of bookings will not exceed the amount paid or payable for the specific service giving rise to the claim, unless a different limit is required by applicable law.

6. Waste regulations and disposal

In carrying out our work, we may remove dirty water, waste residue, lint, used disposable materials, packaging and other non-hazardous cleaning waste. We will handle waste in a lawful and responsible manner and in accordance with applicable UK waste management and environmental requirements. We do not knowingly dispose of hazardous materials, clinical waste, sharps, asbestos, oils or chemical substances without prior agreement and proper arrangements. If such materials are discovered, work may be stopped immediately and additional charges may apply for safe handling or specialist disposal.

Customers must not ask us to dispose of prohibited or illegal waste through our normal carpet cleaning service. Where waste originates from contamination such as sewage, biohazards, rodents, severe mould or other regulated material, you must disclose this before booking so that we can decide whether the work can be accepted and what controls are needed. If the property contains hazardous waste or unsafe contamination that was not disclosed, we may suspend or terminate the appointment and charge for time attended.

Any items removed from the property in connection with cleaning remain the customer’s responsibility unless we expressly agree to take them away for disposal. If we agree to remove packaging, debris or other waste, title in that waste passes to us only once accepted by us for disposal, and we may determine the appropriate lawful method of handling. Customers must not place restricted items in waste bags or bins used for our service without prior agreement.

7. Complaints, remedies and service issues

If you believe a service has not been carried out in line with these Terms and Conditions, you should notify us promptly so that we can investigate. We may request photographs, access to the affected area, a description of the issue and details of any cleaning products or third-party interventions used after our visit. Failure to allow a reasonable opportunity to inspect or remedy the issue may affect any claim.

Where we accept that a service shortfall has occurred, we may at our discretion return to rectify the issue, offer a partial refund or provide another reasonable remedy. Any remedy will be limited to the affected service element only and will not create an entitlement to broader compensation unless required by law. If a customer arranges third-party repair or cleaning before giving us a reasonable opportunity to assess the matter, we may not be responsible for those additional costs.

These terms do not create any guarantee that all marks will be removed or that every carpet will respond identically to treatment. Natural variations in textiles mean that some limitations are unavoidable. The customer accepts that professional carpet cleaners can improve appearance and hygiene, but cannot always restore a textile item to a showroom or factory-new condition.

8. General provisions and governing law

If any part of these Terms and Conditions is found to be invalid, unlawful or unenforceable, the remaining provisions will continue in full force and effect. No failure or delay by us in exercising any right or remedy will operate as a waiver of that right or remedy. Any agreement to vary these terms must be in writing and confirmed by an authorised representative of Barbican Carpet Cleaners.

These Terms and Conditions, and any dispute or claim arising out of or in connection with them or the services provided, 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 applicable consumer legislation requires otherwise. By booking our services, you acknowledge that you have read, understood and accepted these terms in relation to the service to be provided.

For the avoidance of doubt, nothing in these terms limits any rights you may have under applicable UK consumer protection legislation, including rights relating to services carried out with reasonable care and skill. These Terms and Conditions form the full agreement between the parties in relation to the relevant booking and supersede prior discussions, representations or informal understandings relating to the same service.