Terms and Conditions for Locks Bottom Carpet Cleaners

These Terms and Conditions set out the basis on which Locks Bottom Carpet Cleaners provides domestic and commercial carpet and upholstery cleaning services in the United Kingdom. By making a booking, accepting a quotation, or allowing our team to begin work, the customer agrees to these terms. Please read them carefully before confirming any appointment. For the purposes of these Terms, references to “we”, “us”, and “our” mean Locks Bottom Carpet Cleaners, and references to “you” and “your” mean the customer receiving the service.

These terms are intended to provide clarity on how our carpet cleaning services are arranged, performed, charged, and cancelled. They also explain important matters such as liability, customer responsibilities, waste handling, and the legal framework that applies to our services. If any part of these Terms is not clear, it is your responsibility to ask for clarification before the appointment is confirmed. Nothing in these Terms affects your statutory rights as a consumer under UK law.

We reserve the right to update or amend these Terms from time to time. The version in force at the time of booking will generally apply to your service, unless a later version is required by law or agreed in writing. Any changes will not remove rights already accrued in respect of a confirmed booking. In these Terms, headings are provided for convenience only and do not affect interpretation.

1. Booking Process

Bookings for Locks Bottom carpet cleaning services may be made by phone, email, online enquiry, or any other booking method we make available from time to time. A booking is not confirmed until we have accepted the request and provided confirmation, which may include the date, approximate arrival time, scope of work, and estimated or fixed price. We may request additional information before acceptance, including room dimensions, fibre type, stain details, access limitations, parking conditions, or photographs where relevant.

It is your responsibility to provide accurate and complete information during the booking process. Any estimate provided before inspection is based on the information you supply and may need to be revised if the actual condition of the carpet, rug, or upholstery differs from the description given. If the service required is materially different from the service booked, we may adjust the price, reschedule, or decline to proceed if the work falls outside our capabilities or safety standards.

Our acceptance of a booking does not guarantee that every stain, odour, or mark will be removed. While we use professional methods and suitable cleaning solutions, results depend on the material, condition, age, and history of the item being cleaned. By proceeding with the booking, you acknowledge that carpet cleaning services involve a degree of variation and that outcomes cannot be guaranteed in every case.

2. Access, Preparation, and Customer Duties

Before we arrive, you must ensure that the work area is reasonably prepared. This includes removing small or fragile items, clearing personal belongings from the immediate cleaning zone, and providing safe, reasonable access to the property and the items to be cleaned. If large furniture must be moved, you should inform us in advance, as this may affect pricing, timing, or the availability of the service. We are not obliged to move items that are too heavy, unsafe, or likely to cause damage.

You must also tell us about any known risks, such as electrical hazards, water ingress, fragile flooring, loose seams, pre-existing damage, pet contamination, mould, infestation, or chemical sensitivities. If you fail to disclose relevant information, we will not be responsible for any resulting delay, additional charge, or reduced outcome. We may suspend work where the environment is unsafe, unsanitary, or unsuitable for effective cleaning.

Where parking, loading, or access restrictions apply, you must make suitable arrangements and meet any associated costs unless we agree otherwise. Delays caused by poor access, incomplete preparation, or incorrect information may result in waiting charges, reduced service time, or rescheduling. If we are unable to enter the premises at the agreed time due to your actions or omissions, this may be treated as a late cancellation or failed appointment.

3. Payment Terms

Payment for Locks Bottom Carpet Cleaners services is due in accordance with the terms agreed at booking or on the invoice provided. Unless otherwise stated, payment is required on completion of the work and must be made immediately by the accepted method. We may require a deposit for larger, bespoke, urgent, or high-value appointments, and deposits may be non-refundable where reasonable administration has already been undertaken or where the booking has been reserved exclusively for you.

All prices are stated in pounds sterling and may be quoted as fixed rates, estimates, or hourly charges depending on the nature of the service. Where a price is estimated, the final amount may vary if additional work is needed, the condition is worse than described, or extra time is required to complete the cleaning safely and properly. Any additional charge will be explained before the work continues, wherever reasonably practicable.

If payment is not made when due, we reserve the right to charge reasonable recovery costs, suspend future services, or refer the matter for collection in line with applicable law. We may also charge interest and compensation on overdue sums in accordance with the Late Payment of Commercial Debts (Interest) Act 1998 where applicable, especially for business customers. You are responsible for ensuring that the payment method you use is authorised and that sufficient funds are available.

4. Cancellations, Rescheduling, and Missed Appointments

You may cancel or reschedule a booking by giving us reasonable notice. Unless a different cancellation period is stated in your confirmation, we ask for at least 24 hours’ notice before the appointment time. If you cancel within a shorter period, we may charge a cancellation fee to reflect reserved time, travel preparation, and any costs already incurred. For bookings that required special ordering, reserved labour, or significant preparation, a larger charge may be reasonable.

We may cancel or reschedule an appointment due to staff illness, severe weather, access problems, equipment failure, safety concerns, or events outside our reasonable control. If we do so, we will aim to offer an alternative date or time. We shall not be liable for any indirect loss caused by a necessary rescheduling, provided we act reasonably and in good faith. If a deposit was paid for a cancelled appointment, the treatment of that deposit will depend on the reason for cancellation and any costs already incurred.

If no one is available to grant access, if the property is incorrectly prepared, or if the customer is absent without prior agreement, the appointment may be treated as a missed visit and charged accordingly. Repeated failure to honour bookings may result in refusal of future work. We recommend that you check appointment details carefully and contact us promptly if any issue arises that may affect attendance or access.

5. Service Standards and Limitations

We aim to provide a professional and careful carpet and upholstery cleaning service using appropriate methods for the surfaces being treated. However, the customer acknowledges that cleaning results are influenced by a range of factors beyond our control, including the age of the fibres, prior cleaning history, wear, colourfastness, and the nature of any staining or contamination. Certain marks may be permanent or only partially improved despite proper treatment.

We may decline to clean items that are damaged, unsafe, delicate, heavily soiled beyond reasonable treatment, or at risk of deterioration through wet cleaning. Where we consider a dry method, patch test, reduced-moisture process, or specialist referral to be more suitable, we may recommend that approach. Our recommendations are made in good faith, but the final decision to proceed rests with you, provided the item is suitable and the risks are understood.

You accept that minor changes may occur during cleaning, including slight shrinkage, fibre disturbance, pile flattening, temporary dampness, or slight movement of furniture. We will take reasonable care to minimise these effects. If you request the use of strong stain removers, deodorising treatments, or specialised chemicals, you acknowledge that such products may carry limitations and cannot be guaranteed to remove all contamination.

6. Liability and Insurance

We will exercise reasonable skill and care in performing our services. 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 legally be excluded under UK law. Subject to that, we shall not be liable for losses that are indirect, consequential, or not reasonably foreseeable at the time of booking.

To the fullest extent permitted by law, our liability for loss or damage arising from any claim related to a booking will be limited to the total amount paid, or payable, for the specific service giving rise to the claim. We do not accept liability for pre-existing defects, hidden damage, weak seams, unstable dyes, underlay failure, insecure fittings, or damage caused by items already in poor condition unless such damage is directly caused by our negligence.

You are responsible for removing valuable, fragile, or sentimental items from the treatment area before work begins. We will take reasonable care when moving light furniture only where agreed, but we are not responsible for damage caused by items that are improperly assembled, unstable, overfilled, or already compromised. Any claim for damage must be reported promptly and, where possible, before the property is altered or the affected item is used again. Our insurance and internal review process may require photographs and access to the area concerned.

7. Waste Regulations and Environmental Compliance

We operate in accordance with applicable UK waste and environmental requirements. Any wastewater, residues, removed debris, or contaminated material arising from the cleaning process will be managed responsibly and disposed of in a lawful manner where disposal is required. You must not request or expect us to discharge waste in a way that breaches environmental rules, drainage restrictions, or local water authority requirements. If special handling is required for contaminated material, we may charge an additional fee.

If items such as heavily contaminated carpet offcuts, sanitised waste, packaging, or cleaning containers are removed from the site, we will treat them in accordance with applicable waste transfer and disposal obligations. Where any waste is considered hazardous, biological, or otherwise regulated, we may refuse to handle it unless the necessary precautions, documentation, and fees are in place. You agree to disclose any unusual contamination before the appointment so that lawful disposal arrangements can be considered.

We may use cleaning products and equipment that are intended to reduce environmental impact where reasonably practicable, but we cannot guarantee the elimination of all water use, detergent residues, or operational waste. You acknowledge that some work creates unavoidable waste by its nature. The customer remains responsible for ensuring that the property’s drainage, waste handling, and refuse arrangements are suitable for the service being provided.

8. Complaints and Rectification

If you are unhappy with any part of the service, you should notify us as soon as reasonably possible and, in any event, within a reasonable time after completion. This allows us to inspect the issue, assess the cause, and determine whether any remedial action is appropriate. We may ask for supporting information, such as photographs, details of the concern, and evidence that the area has not been further cleaned, treated, or altered after our visit.

Where a problem is found to have arisen from our failure to exercise reasonable care and skill, we may choose to re-clean the relevant area, offer an appropriate adjustment, or take another reasonable step to resolve the matter. Our decision will depend on the circumstances and on whether a practical remedy remains available. We are not obliged to provide a refund where a reasonable rectification option has been offered and declined without good reason.

Any complaint process does not affect your statutory rights. However, we ask that you allow us a fair opportunity to investigate before arranging third-party intervention, as this may affect our ability to inspect the issue and confirm the cause. If a third party alters the area before we have had that opportunity, this may limit or remove the possibility of remedial work.

9. Governing Law and Jurisdiction

These Terms and Conditions, and any dispute or claim arising from or in connection with them, shall be governed by and interpreted in accordance with the laws of England and Wales. If you are resident elsewhere in the UK, any mandatory consumer protections applicable in your part of the United Kingdom will continue to apply where required by law.

The courts of England and Wales shall have non-exclusive jurisdiction over any dispute arising from these Terms or the services supplied under them. This means that legal proceedings may be brought in those courts, although we may also rely on any other jurisdictional rights available under law where appropriate. Nothing in this section removes your rights as a consumer to rely on mandatory legal protections.

By booking with Locks Bottom Carpet Cleaners, you confirm that you have read, understood, and agreed to these Terms and Conditions. If any provision is found to be unlawful or unenforceable, the remainder of the Terms will continue in effect to the fullest extent permitted by law.