Terms and Conditions for Osidge Carpet Cleaners

These Terms and Conditions set out the basis on which Osidge Carpet Cleaners provides carpet and upholstery cleaning services to domestic and commercial customers. By making a booking, the customer agrees to be bound by these terms, which are designed to create a fair, clear, and professional service arrangement. Throughout this document, references to "we," "us," and "our" mean Osidge Carpet Cleaners, and references to "you" and "your" mean the customer or the person requesting the service.

These terms apply to all carpet cleaning, rug cleaning, upholstery cleaning, stain treatment, deodorising, and related cleaning services supplied by Osidge Carpet Cleaners, unless we agree otherwise in writing. If any part of these terms is found to be unlawful or unenforceable, the remainder will continue in force. Nothing in these terms affects your statutory rights as a consumer under UK law.

We recommend that you read these terms carefully before confirming a booking. Making a reservation for our carpet cleaning service indicates acceptance of the service standards, payment arrangements, cancellation rules, and liability limits described below. If you are booking on behalf of another person or business, you confirm that you have authority to agree to these terms on their behalf.

1. Booking Process

All bookings are subject to availability. A booking request may be made by telephone, email, online enquiry, or any other method we make available from time to time. A booking is not confirmed until we have accepted the request and provided a booking confirmation or equivalent written acknowledgement. We may ask for information about the property, access conditions, flooring type, item condition, or any special requirements before confirming the appointment.

When arranging a carpet cleaning appointment, you must provide accurate and complete information. This includes the address, the type and approximate size of the areas to be cleaned, whether parking or access restrictions apply, and any known issues such as existing damage, heavy staining, delicate fibres, or recent treatment by another contractor. If the information provided is incomplete or inaccurate, the service may need to be amended, delayed, or re-priced on arrival.

We reserve the right to refuse or cancel a booking where the property conditions, access circumstances, safety concerns, or nature of the requested work make it unsuitable or impracticable to perform. If we attend and cannot complete the work due to incorrect information, unsafe conditions, lack of access, or the customer’s failure to prepare the area reasonably, a call-out charge or minimum service fee may apply. Any changes to the requested service must be agreed in advance where possible.

2. Service Standards and Customer Responsibilities

We will use reasonable skill and care in delivering our professional carpet cleaners service and will select cleaning methods that we consider appropriate for the material and condition of the item. However, cleaning results can vary depending on fabric type, age, pre-existing wear, prior treatment, and the extent of staining or contamination. Some marks may be permanent or may improve only partially, even where the work has been carried out properly.

You are responsible for ensuring that the areas to be cleaned are accessible and ready for service. This includes moving small personal items, fragile objects, ornaments, and valuables away from the working area, unless we have agreed otherwise. Large furniture may be moved only if this has been agreed in advance and is safe to do so. We may decline to move items that are too heavy, too fragile, or likely to cause damage.

Where possible, you should notify us of any health and safety matters, including electrical hazards, fragile flooring, hidden damage, pest issues, or environmental risks. If pets are present, they should be secured away from the work area during the visit. We may pause or stop work if conditions become unsafe, if there is a risk to property, or if we believe that continuing would cause unreasonable damage or disruption.

3. Payments and Pricing

Prices are normally quoted based on the information you provide at the time of booking. Any quotation is given in good faith but may be revised if the actual conditions differ from those described, if additional rooms or items are requested, or if extra treatment is needed. Unless otherwise stated, quotations are exclusive of any additional work that may become necessary after inspection.

Payment terms will be confirmed at the time of booking or on the invoice. We may require a deposit, part-payment, or full payment in advance for some services or for larger commercial bookings. Unless otherwise agreed, payment is due immediately on completion of the work. Acceptable payment methods may include bank transfer, card payment, cash, or another method we specify from time to time.

Late or failed payment may result in recovery action and, where permitted by law, the addition of reasonable administration costs, interest, or enforcement charges. If a payment is reversed, disputed without valid reason, or not honoured by your bank or card provider, you remain responsible for the full amount due. Any promotional offer, discount, or special rate is subject to the terms announced at the time and may be withdrawn or altered without notice for future bookings.

4. Cancellations, Delays, and Rescheduling

You may cancel or reschedule a booking by giving us reasonable notice. Unless a different cancellation period has been stated for your specific service, we ask for at least 24 hours' notice. If you cancel with less notice, or if we are unable to carry out the service because you are not present, have not provided access, or have not prepared the premises appropriately, we may charge a cancellation fee or minimum booking charge.

We may also need to cancel or rearrange an appointment due to illness, staff availability, severe weather, transport disruption, equipment failure, safety concerns, or any event beyond our reasonable control. In such circumstances, we will try to notify you as soon as possible and offer an alternative time. We shall not be liable for any indirect loss arising from a genuine postponement, although we will aim to minimise inconvenience wherever we can.

If you ask to change the booking time or scope of work shortly before the appointment, we may not be able to accommodate the request. Repeated postponements or missed appointments may lead us to require advance payment before accepting further work. We reserve the right to treat a booking as cancelled if the property is inaccessible or if no responsible adult is available when attendance is required and this was a condition of the service.

5. Liability and Limitations

We will take reasonable care when carrying out Osidge Carpet Cleaners services, but we do not guarantee the removal of all stains, odours, marks, wear, or damage that existed before our attendance. Some carpets and fabrics are inherently delicate, aged, poorly maintained, or previously treated in ways that reduce their ability to withstand cleaning. Where appropriate, we may test a small area first and advise you of any visible risk.

We are not responsible for pre-existing damage, hidden defects, colour loss, shrinkage, fibre distortion, dye bleed, or adverse reactions caused by the item’s age, construction, previous cleaning history, or manufacturer limitations, unless such loss is caused by our negligence or breach of contract. We are also not liable for damage arising from your failure to disclose relevant information, including prior treatment, water damage, mould, infestation, or existing structural issues.

Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot lawfully be excluded under UK law. Subject to that, our total liability for any claim arising from a particular booking shall be limited to the amount paid or payable for the relevant service, except where a greater limit is required by law. We are not liable for indirect, consequential, or purely economic losses, including loss of profit or business interruption.

6. Waste Regulations and Disposal

In providing carpet cleaning and related services, we may generate wastewater, used cleaning solutions, soil residue, extracted debris, or packaging waste. We will handle waste in a responsible way and in accordance with applicable UK waste management and environmental requirements. We will not knowingly dispose of waste unlawfully, and we will take reasonable steps to reduce unnecessary waste wherever possible.

Any waste removed from your property as part of the service may be disposed of by us or retained temporarily for appropriate handling, depending on its nature and the arrangements in place for that booking. You agree not to ask us to dispose of hazardous, restricted, or unlawful materials unless we have expressly confirmed that we are equipped and authorised to do so. If such materials are discovered, we may suspend the service until safe arrangements are made.

Where the work involves wastewater or contaminated residue, you acknowledge that we may need to use standard disposal methods compliant with environmental and waste regulations. You are responsible for informing us of any known contamination, including oil, bodily fluids, chemical spills, or other hazardous substances. If specialist disposal or protective measures are required because of conditions not disclosed in advance, additional charges may apply and we may refuse the work if safety or compliance cannot be assured.

7. Complaints and Rework

If you believe the service has not been delivered with reasonable care and skill, you should notify us within a reasonable time after completion and before the affected area is used again where practical. We may ask for photographs, a description of the issue, or access to inspect the work. This helps us assess whether the concern relates to workmanship, pre-existing conditions, or normal cleaning limitations.

If a valid complaint is confirmed, our first response may be to return and carry out reasonable remedial work. A refund, price adjustment, or alternative remedy may be offered where appropriate, but only in line with applicable law and the nature of the issue. We do not provide remedies for complaints based solely on outcomes that were not realistically achievable because of the item’s condition or prior wear.

You agree to give us a fair opportunity to assess and, where appropriate, correct any alleged defect before arranging third-party intervention. If you commission another contractor before allowing us that opportunity, it may affect our ability to investigate the issue or consider a claim. This does not remove any rights you may have under consumer law, but it may affect the practical resolution of the matter.

8. Force Majeure

We shall not be liable for delays or failure to perform our obligations where such delay or failure is caused by an event beyond our reasonable control. This includes, without limitation, extreme weather, flood, fire, transport disruption, industrial action, utility failure, illness, equipment breakdown, public restrictions, or acts of government or third parties.

If a force majeure event occurs, we may suspend the service, rearrange the booking, or cancel it if performance becomes impractical. We will make reasonable efforts to resume service as soon as possible. Where payment has been taken in advance for work that cannot proceed, we will discuss a fair refund or rescheduling arrangement in line with the circumstances and applicable law.

We are not responsible for additional costs incurred by you because of events outside our control, provided that we have acted reasonably and communicated with you where practicable. This clause does not affect your statutory rights in relation to services that are not provided with reasonable care and skill.

9. Data, Notices, and General Provisions

Any personal data you provide in connection with a booking will be used only for legitimate business purposes such as administration, service delivery, invoicing, and communication, in accordance with applicable data protection law. We will take reasonable measures to protect the information you share with us and will not use it for unrelated purposes without lawful basis.

Any notice concerning cancellation, complaint, amendment, or dispute should be made using the communication method agreed at the time of booking, or by any other reasonable method that allows us to identify the booking concerned. If we do not respond immediately, this does not mean we have accepted any claim or waived any rights. Waiver of any term must be in writing and signed or otherwise authorised by us.

These terms constitute the entire agreement between the parties in relation to the service, except for any written variation agreed by both sides. If we choose not to enforce any term at a particular time, that does not prevent us from enforcing it later. You may not assign or transfer your rights or obligations under these terms without our consent, unless required by law.

10. Governing Law and Jurisdiction

These Terms and Conditions, and any dispute or claim arising from them or their subject matter, shall be governed by and interpreted in accordance with the laws of England and Wales. If you are a consumer residing elsewhere in the UK, nothing in this clause removes any mandatory protections that may apply under the law of your residence where those protections cannot be excluded.

The courts of England and Wales shall have jurisdiction in relation to any dispute arising from or connected with the services, subject always to any consumer rights or statutory provisions that apply otherwise. Before starting formal proceedings, we encourage both parties to try to resolve any disagreement informally and in good faith. This approach often provides the fastest and most practical outcome.

By proceeding with a booking, you confirm that you have read, understood, and agreed to these Terms and Conditions for Osidge Carpet Cleaners. These terms are intended to be fair and transparent and to support a reliable service experience for all customers. If you require clarification on any part of the agreement, you should raise it before the appointment is confirmed.