Terms and Conditions for Sipson Carpet Cleaners

These Terms and Conditions govern the supply of carpet cleaning and related specialist cleaning services by Sipson Carpet Cleaners to customers in the United Kingdom. By making a booking, confirming an appointment, or allowing work to commence, the customer agrees to be bound by these terms. Please read them carefully before placing an order for any carpet cleaning service, upholstery cleaning, stain treatment, or associated domestic or commercial cleaning work.

For the purposes of these terms, references to “we”, “us”, and “our” mean Sipson Carpet Cleaners, and references to “you” or “the customer” mean the person requesting the service, including any agent, tenant, landlord, property manager, or business representative acting with authority. These terms are intended to be clear and practical, and they set out the core rules relating to booking, payment, cancellation, liability, waste handling, and the law that applies to the agreement.

Nothing in these terms affects your statutory rights as a consumer under applicable UK law. Where you are booking services in a trade, business, or professional capacity, different obligations may apply, and you confirm that you have authority to act for the relevant property or organisation. In all cases, the customer remains responsible for ensuring that the service environment is safe, accessible, and suitable for the agreed cleaning work.

1. Booking Process

A booking is formed when you request a service, we accept that request, and we confirm an appointment slot or service date. Until we confirm the booking, any proposed date or time remains provisional. We may need to assess the scope of work before acceptance, particularly where the property contains specialist fibres, heavy staining, delicate materials, or unusual access requirements. A booking with Sipson Carpet Cleaners should accurately describe the areas to be cleaned, the type of flooring or fabric involved, and any known issues that may affect the work.

When you make a booking, you must provide complete and accurate information. This includes the service address, access arrangements, parking limitations, security requirements, the number and condition of items to be cleaned, and any hazards that may affect performance of the service. If the information you provide is incomplete or inaccurate, we may revise the price, alter the scope, refuse to proceed, or reschedule the appointment. We do not accept responsibility for delays or additional charges resulting from false or incomplete information.

We reserve the right to refuse any booking at our reasonable discretion. This may include situations where the requested work is outside our normal service scope, where the property conditions present a health and safety concern, where equipment access is not feasible, or where the customer has previously failed to pay amounts due. If a booking is accepted, we will use reasonable efforts to attend on the agreed date, but arrival times are estimates and may change due to traffic, weather, previous job duration, or unforeseen operational issues.

2. Service Provision and Customer Responsibilities

Before work begins, you must ensure the area is prepared so that the service can be carried out efficiently and safely. This includes moving small personal items, securing pets, making power points available where needed, and giving us clear access to the cleaning area. Unless we agree otherwise, the customer remains responsible for removing fragile items, valuables, ornaments, loose cables, and any item that could be damaged during ordinary cleaning activity. We are not obliged to move furniture, appliances, or heavy objects unless this has been specifically agreed in advance.

You must notify us of any pre-existing damage, instability, or special care requirements affecting carpets, rugs, upholstery, or adjacent fixtures and fittings. This includes shrinkage risk, colour loss, weak seams, worn patches, prior flooding, moth damage, adhesive residue, or previous treatment by another contractor. We will apply reasonable skill and care, but cleaning outcomes may vary depending on the condition, age, material, and history of the item being treated. Certain stains may be reduced rather than fully removed, and some materials may react unpredictably despite proper methods being used.

Any drying times given are estimates only. Ventilation, humidity, material type, and the level of soiling can all affect drying. You should avoid use of the cleaned area until it is sufficiently dry, and you must follow any reasonable aftercare advice provided by our operative. If you request additional work during the appointment, we may agree to it only if it is safe, practical, and supported by available time, equipment, and pricing arrangements.

3. Pricing and Payments

Prices may be quoted as fixed fees, hourly rates, item-based rates, or estimated charges based on the information provided by the customer. Unless stated otherwise, all prices are quoted in pounds sterling and may be subject to VAT where applicable. A quote is based on the details you provide, and if the actual work differs from that description, we may adjust the price accordingly. Sipson Carpet Cleaners will explain any material change before carrying out additional work wherever reasonably possible.

Payment is due in accordance with the method and timing agreed at booking or upon completion of the service, depending on the type of appointment. We may require a deposit to secure a booking, particularly for large, commercial, or high-demand jobs. Deposits are generally non-refundable where the customer cancels late, fails to provide access, or otherwise prevents performance of the agreed service. Unless we expressly agree to credit terms in writing, payment must be made in full without deduction or set-off.

We may accept card payments, bank transfer, cash, or other approved methods, but we are not obliged to accept every payment type for every booking. If a payment is declined, reversed, or not received, you remain liable for the amount due and any reasonable costs incurred in pursuing payment. Late payments may result in additional administrative charges, interest to the extent permitted by law, and suspension of future services until outstanding balances are settled.

4. Cancellations, Rescheduling, and Missed Appointments

You may cancel or reschedule by giving us reasonable notice. Where notice is provided sufficiently in advance, we will usually seek to rearrange the appointment or refund any balance due after deducting non-recoverable costs, if applicable. The exact treatment of deposits or cancellation charges will depend on the notice period, the nature of the booking, and any materials, staffing, or transport expenses already committed.

If you cancel at short notice, fail to provide access, are not present when attendance is required, or are unable to proceed because the site is not ready, we may charge a cancellation or wasted attendance fee. This reflects the time reserved and the loss of opportunity to undertake other work. We also reserve the right to treat a missed appointment as a cancellation where the customer has not given adequate notice or has failed to make practical arrangements for entry.

If we need to cancel or reschedule, we will aim to notify you as early as reasonably possible and offer an alternative date where available. We are not liable for indirect loss arising from a change to the booking time, including loss of earnings, inconvenience, or any associated arrangements made by the customer, provided the change is made for a legitimate operational reason and with reasonable care.

5. Liability and Limitations

We will perform our services with reasonable skill and care, using equipment and methods that we consider suitable for the type of cleaning agreed. However, no cleaning contractor can guarantee the complete removal of every stain, odour, mark, or defect, particularly where the issue is longstanding, has penetrated deep into fibres, or is caused by pre-existing wear and tear. Any sample, demonstration, or previous outcome does not amount to a guarantee of identical results in different conditions.

Our liability for loss or damage is limited to losses that are foreseeable and directly caused by our breach of contract or negligence. We are not liable for indirect, incidental, or consequential losses, including loss of business, loss of profit, or loss of opportunity, except where such exclusion is not permitted by law. Nothing in these terms excludes liability for death or personal injury caused by our negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be excluded.

Where damage is alleged, you must notify us as soon as reasonably possible and allow us a fair opportunity to inspect the issue before any remedial action is taken by another party. We may, at our option, inspect, repair, clean again, or offer a reasonable reduction in price where appropriate. The customer must take reasonable steps to minimise loss or prevent damage from worsening after the service is completed.

6. Waste Regulations and Environmental Handling

We will handle waste generated in the course of our work in accordance with applicable UK environmental and waste legislation. This may include the removal of packaging, disposable materials, recovered debris, and minor waste directly resulting from cleaning operations, where such disposal has been agreed or is reasonably incidental to the service. Any waste requiring special treatment, segregation, or licensed disposal will be dealt with in a lawful and appropriate manner.

You are responsible for informing us of any hazardous substances, biological contamination, sharps, pest-related waste, mould severity, chemical residues, asbestos suspicion, or other regulated material before we arrive. We are not obliged to handle materials that require specialist licenced removal, and we may stop work if we discover hazardous or potentially unlawful waste conditions. In such circumstances, any additional cost arising from safe disposal, specialist contractors, or protective measures may be charged to the customer where lawful.

We may use cleaning agents and processes that are suitable for the task and compliant with relevant product and safety requirements. You agree to disclose any sensitivity concerns, pets, children, or material restrictions that may affect product selection. Where waste, slurry, or contaminated water is generated, we will dispose of it responsibly and will not knowingly cause pollution, unlawful discharge, or avoidable environmental harm.

7. Customer Property, Access, and Risk

You remain responsible for safeguarding your own belongings, including cash, jewellery, documents, digital devices, and fragile items. We do not accept responsibility for pre-existing defects, hidden weaknesses, or items that are unstable, poorly installed, or inherently unsuitable for cleaning. If we believe an item is unsafe or likely to be damaged by cleaning, we may decline to treat it or may require written confirmation that you wish to proceed at your own risk.

Where keys, security codes, fobs, or access instructions are provided, you warrant that you are authorised to share them and that they are accurate. We will use reasonable care with any access item entrusted to us, but we are not responsible for delays or losses caused by incorrect instructions, faulty locks, shared entry restrictions, or building management requirements outside our control. If parking or loading restrictions apply, you must tell us in advance.

The customer also accepts responsibility for ensuring that children, pets, and unauthorised persons do not interfere with the service while it is in progress. If interference, obstruction, or unsafe conduct prevents completion, we may suspend or terminate the appointment and charge for time already spent and any unavoidable costs incurred.

8. Complaints, Changes, and General Provisions

If you wish to raise a concern about the service, you should do so promptly and provide reasonable detail of the issue. We may request photographs, descriptions, or an opportunity to revisit the property to assess the matter. A complaint does not suspend your obligation to pay any undisputed sums. We will handle complaints in good faith and aim to resolve issues fairly and within a reasonable time.

We may update these terms from time to time to reflect legal, operational, or commercial changes. The version in force at the time of your booking will normally apply to that booking, unless a change in law requires immediate amendment. If any part of these terms is found to be unlawful or unenforceable, the remainder will continue to apply so far as legally possible.

These terms form the entire agreement between the customer and Sipson Carpet Cleaners in relation to the relevant service, unless we agree otherwise in writing. No person other than the customer and us has any right to enforce any of these terms under the Contracts (Rights of Third Parties) Act 1999, save where such rights cannot lawfully be excluded.

9. Governing Law

These Terms and Conditions and any dispute or claim arising from them are governed by the laws of England and Wales. If you are a consumer, you may benefit from mandatory rights under the law of your residence where those rights cannot be waived. Any proceedings arising out of or in connection with the service shall be subject to the jurisdiction of the courts of England and Wales, without prejudice to any mandatory consumer protections that apply under law.

By booking a service with Sipson Carpet Cleaners, you confirm that you have read, understood, and accepted these terms. You also confirm that you have the authority to agree to the booking and to allow access to the property or items to be cleaned. These terms are intended to support a fair and transparent service relationship, while allowing us to deliver professional carpet cleaning services efficiently and safely.

Where interpretation is needed, headings are for convenience only and do not affect the meaning of the clauses. Any failure by us to enforce a right immediately does not constitute a waiver of that right. The obligations relating to payment, liability, waste handling, and lawful conduct survive completion of the service to the extent necessary to give them effect.