Queensbury Carpet Cleaners Terms and Conditions

These Terms and Conditions set out the basis on which Queensbury Carpet Cleaners provides domestic and commercial cleaning services. By making a booking, the customer agrees to be bound by these terms. They are designed to make the service clear, fair, and consistent for both parties. In these terms, references to we, us, and our mean Queensbury Carpet Cleaners, and references to you and your mean the customer receiving the service.

Our service may include carpet cleaning, upholstery cleaning, rug cleaning, stain treatment, deodorising, and related cleaning work agreed at the time of booking. Different fibres, finishes, and prior wear levels can affect the results, and by booking you accept that cleaning outcomes may vary according to the condition of the material being treated. We will always aim to provide a professional service using reasonable care and skill.

These terms should be read together with any written quotation, booking confirmation, or service description provided before the appointment. If any part of a quotation or order summary differs from these terms, the more specific written detail will apply only to that booking and only to the extent of the inconsistency. All other parts of these terms remain in force.

1. Booking Process

Bookings are accepted subject to availability and confirmation. A booking request does not create a contract until we have accepted it and provided confirmation. We may ask for information about the property, the type of fibres or items to be cleaned, approximate size of the area, access arrangements, parking conditions, water availability, and any known stains, damage, or special treatment requirements. This information helps us assess whether the work can be completed safely and effectively.

When you place a booking, you must ensure that all details are accurate and complete. If you give incomplete or incorrect information, the price, timing, or outcome of the service may be affected. We may amend a quotation if the actual work differs from the information originally supplied. In some cases, additional charges may apply where the condition or size of the job is materially different from what was described.

We may reschedule or decline a booking if the site is unsuitable, if required safety conditions are not met, or if the requested service is outside the scope of our current equipment, staffing, or expertise. If we are unable to attend at the arranged time due to circumstances beyond our reasonable control, we will contact you to arrange an alternative appointment. Any estimated arrival time is approximate and may change because of traffic, previous appointments, weather, or other operational issues.

2. Service Conditions and Customer Responsibilities

You must ensure that the areas to be cleaned are reasonably accessible and ready for service. This includes moving fragile items, valuables, personal documents, and any objects that could be damaged by cleaning equipment, water, or movement. Unless otherwise agreed, we are not responsible for moving heavy furniture, disconnected appliances, or items that pose a risk of damage or injury. If we do assist with moving light furniture, this is done at your request and at your own risk unless caused by our negligence.

Before work begins, you should inform us of any known pre-existing damage, weak seams, loose dye, hidden stains, water damage, previous repair work, or issues with flooring and subflooring. Some materials can react unpredictably to cleaning solutions, heat, agitation, or moisture. Queensbury Carpet Cleaning services are performed on the understanding that certain limitations may arise from the age and condition of the item being cleaned.

You are responsible for ensuring that pets, children, and other occupants are kept safe and away from the working area while service is in progress. We may pause or stop work if conditions become unsafe or if there is a significant risk of contamination, obstruction, or interference. If the property contains biohazards, excessive soiling, mould, infestation, or other specialist conditions, you must notify us in advance so that we can decide whether the work is appropriate.

3. Pricing and Payments

Our prices may be quoted as fixed fees, estimates, or area-based charges depending on the type of service requested. Unless stated otherwise, all prices are exclusive of any additional charges that arise from unexpected conditions, extra work requested on site, or significant changes to the original booking. Any estimate is based on the information supplied at the time and may be revised if that information proves inaccurate.

Payment terms will be confirmed during booking or on the invoice. Unless otherwise agreed in writing, payment is due on completion of the service on the same day. We accept the payment methods stated in the booking confirmation or invoice. If a deposit is required, the appointment may not be secured until that deposit is received. Deposits may be non-refundable where cancellation is made too late or where we have already incurred costs in preparation for the appointment.

Where payment is not made on time, we may charge reasonable costs incurred in pursuing the debt, including administrative charges, interest where allowed by law, and collection costs. If any payment is reversed, disputed without reasonable grounds, or later found to be invalid, you remain responsible for the full amount due. Title to any supplied goods, where applicable, does not pass until full payment has been received.

4. Cancellations, Changes, and No-Shows

You may cancel or amend a booking by giving reasonable notice. If you cancel with sufficient notice, we will normally try to rearrange the appointment or issue a refund of any amount paid, subject to any non-recoverable costs already incurred. If you cancel at short notice, we may retain part or all of any deposit to cover lost time, travel preparation, and administrative costs.

If you are not present at the agreed time and access cannot be gained, or if the service cannot proceed because the property is not ready, we may treat this as a cancellation by you. In such cases, a call-out fee, wasted appointment fee, or full charge may apply depending on the circumstances and the amount of time reserved for the visit. We reserve the right to decide this fairly and proportionately.

We may also cancel or reschedule a service if we are unable to perform the work safely, if equipment failure makes attendance impossible, if severe weather prevents travel, or if a force majeure event affects operations. In such situations, our liability will be limited to rescheduling the appointment or refunding any prepaid amount for the cancelled portion of the service, unless the law requires otherwise.

5. Liability and Limitations

We will use reasonable care and skill in providing carpet cleaning services, but we cannot guarantee the removal of all stains, odours, marks, or contamination. Some stains are permanent, some fibres retain discolouration after treatment, and some materials may respond poorly despite suitable methods. We do not warrant that a carpet, rug, or upholstery item will be restored to a new condition.

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 lawfully be limited or excluded under UK law. Subject to that, we will not be liable for indirect or consequential loss, loss of profit, loss of business, loss of data, or any similar loss arising from the service, except where such loss is caused by our negligence and is recoverable at law.

Our responsibility for loss or damage to your property is limited to the direct loss caused by our breach of contract or negligence and only to the extent that such loss was reasonably foreseeable. We are not liable for damage caused by hidden defects, unsuitable materials, pre-existing wear, faulty construction, or your failure to follow our instructions before, during, or after treatment. If you believe damage has occurred, you must notify us promptly and provide a reasonable opportunity to inspect the issue.

6. Complaints, Claims, and Remedies

If you are dissatisfied with any part of the service, you should raise the issue as soon as reasonably possible after completion. This allows us to assess the matter while the relevant area and conditions are still available for inspection. We may ask for photographs, written details, or other evidence to understand the concern and determine whether any further action is appropriate.

Where a complaint is justified, our preferred remedy may include a return visit, a partial refund, or another fair solution depending on the nature of the issue. The remedy offered will reflect the circumstances, the condition of the item before cleaning, and the extent to which the problem was caused by our actions. No remedy will be provided where dissatisfaction is due to pre-existing damage, unrealistic expectations, or factors outside our reasonable control.

Any claim arising from the service should be brought to our attention within a reasonable time. Failure to report a problem promptly may affect our ability to investigate and may limit the remedies available. This does not affect any statutory rights you may have as a consumer.

7. Waste Regulations and Environmental Handling

We aim to operate in a responsible manner and comply with applicable waste handling and environmental obligations. In the course of providing cleaning services, waste may include wastewater, used disposable materials, removed debris, and contaminated residue. We will dispose of such waste in a lawful and appropriate manner where disposal falls within our service responsibilities and where doing so is permitted by the nature of the material.

You must not ask us to remove or dispose of prohibited, hazardous, or regulated waste unless this has been agreed in advance and can be lawfully undertaken. This includes, for example, asbestos-related material, medical waste, chemicals, sharp objects, or other dangerous substances. If such material is discovered during service, we may stop work immediately and advise you that specialist handling is required. We are entitled to refuse work involving waste that would breach applicable regulations or put health and safety at risk.

Where the service creates waste that remains your responsibility, you must ensure it is managed in accordance with applicable law. You are responsible for disclosing any waste-related risks in advance. We are not liable for penalties, losses, or delays arising from undisclosed hazardous materials, unlawful storage, or your failure to comply with waste regulations. Any environmental handling undertaken by us is limited to the scope of the booking and the law.

8. General Terms

We may update these terms from time to time. The version in force at the time of your booking will apply to that booking unless a later version is expressly agreed in writing. If any part of these terms is found to be unlawful, invalid, or unenforceable, the remaining provisions will continue in full force and effect. No failure or delay by us in enforcing a right will operate as a waiver of that right.

You may not assign or transfer your rights or obligations under these terms without our prior written consent. We may assign or subcontract any part of the work where it is reasonable to do so and where the service standards are maintained. Any subcontractor engaged by us will be expected to work in accordance with suitable professional standards and these terms as far as they apply.

These Terms and Conditions form the entire agreement between you and Queensbury Carpet Cleaners in relation to the service booked, unless varied in writing. They are intended to be fair and practical and to reflect the realities of specialist cleaning work, where outcomes can depend on the condition of the item, the history of prior use, and the environment in which the service is carried out.

9. Governing Law

These terms are governed by the laws of England and Wales. Any dispute arising out of or in connection with the services, these terms, or any non-contractual obligations connected with them shall be dealt with by the courts of England and Wales, unless mandatory consumer law provides otherwise. If any dispute can be resolved amicably, both parties agree to act reasonably and in good faith before starting formal proceedings.

By proceeding with a booking, you confirm that you have read, understood, and accepted these Terms and Conditions. If you require any contractual clarification before confirming a service, you should raise it before the appointment is scheduled. Once a booking is confirmed, the terms applicable at that time will govern the service provided.