Terms and Conditions for Ratcliff Carpet Cleaners

These terms and conditions set out the basis on which Ratcliff Carpet Cleaners provides domestic and commercial carpet cleaning services, together with related cleaning services such as rug care, upholstery refreshes, stain treatment, and fabric maintenance. By making a booking, you agree to these terms. They are designed to make the service clear, fair, and consistent for both parties. Please read them carefully before confirming any appointment.

The purpose of these terms is to explain how bookings are made, what is included in the service, how payment works, when cancellations may apply, and the limits of our liability. They also explain how waste and wastewater are handled in line with applicable UK requirements. In these carpet cleaning terms, references to “we”, “us”, and “our” mean Ratcliff Carpet Cleaners, and references to “you” or “your” mean the customer receiving the service.

These terms apply to all cleaning services we provide unless we agree otherwise in writing. Any variation must be confirmed before the service begins. If there is any conflict between a written quote and these terms, the written quote will usually take priority for the specific job, but these conditions will still apply to matters not expressly changed.

Booking Process

Bookings may be requested by phone, email, online form, or any other method we make available from time to time. A booking is not confirmed until we have accepted the request and, where applicable, received any required deposit or booking fee. We may ask for details about the property, type of flooring or fabric, approximate room sizes, access conditions, and any particular stains, odours, or damage so that we can assess suitability and provide an accurate quotation.

At the time of booking, you must ensure that all information supplied is complete and accurate. If the details change before the appointment, you should tell us as soon as possible. This is especially important where access is limited, parking is restricted, there are fragile items nearby, or specialist treatment may be needed. Failure to provide accurate information may affect the price, timing, or results of the service.

We reserve the right to decline or cancel a booking if the requested work is outside our capability, presents a health and safety risk, involves unsatisfactory access, or would be unlawful or impractical to carry out. If a site inspection is required before confirming the service, any quotation given before that inspection may be subject to change if the actual condition differs from the description provided. Quotations are normally based on the scope of work described at the time of booking and remain valid for the period stated in the quote, or if no period is stated, for a reasonable time.

The customer is responsible for ensuring that the premises are ready for cleaning at the agreed time. This includes clearing small or moveable items, ensuring access to water and electricity where needed, and allowing safe access to the areas to be cleaned. We may move lightweight furniture where reasonable, but we are not obliged to move heavy, fixed, valuable, fragile, or hazardous items. Any pre-existing damage should be reported in advance where possible.

Service Standards and Customer Responsibilities

We will use reasonable skill and care when carrying out our work and will aim to treat your carpets, upholstery, or other fabrics appropriately for their material and condition. However, results can vary depending on age, fibre type, previous cleaning history, wear, staining, colourfastness, and hidden damage. Some marks may be permanent or only partially removable. Where a stain is identified as difficult to remove, we may recommend additional treatment, but we do not guarantee complete stain removal unless expressly stated in writing.

It is your responsibility to inform us about any known issues that could affect the service, including colour bleeding, loose seams, dampness, moth damage, pet soiling, previous chemical treatment, underfloor heating, or delicate finishes. If you request cleaning of items that are not suitable for wet cleaning or that require specialist treatment, we may refuse the work or proceed only on the basis that you accept the risk. You should also keep children, pets, and vulnerable persons away from the work area while cleaning is in progress and until surfaces are safe to use.

Where we move items or work in occupied premises, you remain responsible for securing valuables, documents, jewellery, money, and other personal items. We do not accept responsibility for items that are not disclosed, are improperly stored, or are left in accessible areas. If a room cannot be fully serviced because of clutter, safety concerns, or lack of access, we may clean only the accessible areas and charge accordingly.

Payments

Unless otherwise agreed in writing, payment is due on completion of the service on the day of attendance. We may accept bank transfer, card payment, cash, or other methods advised at the time of booking. For larger, repeat, or commercial contracts, we may require a deposit, staged payments, or payment in advance. Any deposit paid may be non-refundable where stated at the time of booking, particularly if we have reserved time and resources specifically for your appointment.

All prices are quoted in pounds sterling and, unless stated otherwise, include only the services described in the quote. Additional work requested on the day may incur extra charges. This may include extra rooms, additional stain treatments, specialist deodorising, heavier soiling than originally disclosed, or extended drying arrangements. Where a quote is based on assumptions and the actual conditions are materially different, we may revise the price before continuing.

Invoices must be paid by the due date stated on the invoice or receipt. If payment is late, we may charge interest and recover reasonable costs in accordance with applicable UK law, including the Late Payment of Commercial Debts provisions where those apply to business customers. We may also suspend further services or refuse future bookings until outstanding amounts are settled. Ownership of any goods supplied by us, where applicable, remains with us until paid for in full.

Discounts, promotional offers, or package pricing are available only where clearly stated and may be withdrawn or changed at any time before acceptance. Offers cannot usually be combined unless we agree otherwise. If a price has been estimated rather than fixed, we will make reasonable efforts to explain any change before work continues. You are responsible for checking that any payment method used is authorised and has sufficient funds available.

Cancellations, Rescheduling, and Missed Appointments

Cancellations or requests to reschedule should be made as soon as possible. If you cancel with sufficient notice, we may agree to transfer the booking or waive any fee at our discretion. However, if you cancel at short notice, fail to provide access, or are not present at the agreed time, we may charge a cancellation fee or the full call-out cost to cover lost time and operational expense. Any deposit may also be retained where we have reserved the appointment for you.

The amount of any cancellation charge will depend on how much notice is given and whether preparatory work has already been undertaken. We may also charge where we arrive at the property but are unable to proceed because the information provided was inaccurate, the area is inaccessible, essential utilities are unavailable, or the site is unsafe. If we need to reschedule because of illness, extreme weather, equipment failure, or other circumstances beyond our control, we will contact you to arrange an alternative appointment.

We will always try to act reasonably if a customer has a genuine emergency. In such cases, we may at our discretion reduce or waive cancellation charges, but this is not guaranteed. Repeated short-notice cancellations or non-attendance may result in refusal of future bookings. These ratcliff carpet cleaners terms are intended to protect appointment capacity so that services remain efficient and fair for all customers.

Liability and Limitations

We accept liability for loss or damage caused by our negligence, breach of contract, or failure to use reasonable care and skill, subject to the exclusions and limits set out in these terms and to the extent permitted by law. 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.

Where liability is established, we may choose to repair, re-clean, replace, or compensate up to the amount paid for the specific service affected, depending on what is reasonable in the circumstances. We will not be liable for loss or damage arising from pre-existing defects, hidden deterioration, unsuitable materials, normal wear and tear, or issues caused by failure to follow aftercare instructions. This includes damage caused by damp, shrinkage, dye transfer, weak seams, faulty adhesives, or previous incorrect cleaning.

We are not responsible for indirect or consequential losses, including loss of business, loss of profit, inconvenience, or emotional distress, except where such exclusion is not permitted by law. If you believe damage has occurred, you must notify us promptly and provide reasonable access to inspect the issue. You should take steps to reduce any further loss, such as airing a wet area, protecting flooring, or preventing use of a treated surface until it is dry and safe.

Waste Regulations and Environmental Handling

We will handle waste, wastewater, residues, and recovered debris in a lawful and environmentally responsible manner. This includes disposing of waste in accordance with applicable UK environmental and waste management rules, and not discharging substances in a way that would cause pollution, block drains, or breach local or national requirements. Where our work generates wastewater or removed debris, we may collect, contain, transport, or dispose of it through appropriate facilities or methods.

Customers must not ask us to dispose of prohibited, hazardous, or regulated materials without prior agreement. If we encounter items or residues that appear to be hazardous, contaminated, or unsuitable for routine cleaning, we may stop work and seek further instructions. Additional charges may apply where specialist disposal, protective equipment, or extra time is required. We reserve the right to refuse work where compliance with waste regulations cannot be ensured.

Any packaging, empty containers, and other materials brought by us remain our property unless we agree otherwise. You should not place waste from our work into systems or containers that are unsuitable for that purpose. If we use cleaning agents, deodorisers, or stain treatments, these will be selected with reasonable care, but you should inform us of sensitivities, allergies, or environmental requirements in advance. We may refuse certain chemicals or methods if they are inconsistent with the safe or lawful disposal of resulting waste.

Force Majeure

We are not liable for delay or failure to perform our obligations where the delay or failure arises from events outside our reasonable control. These may include severe weather, flood, fire, accident, transport disruption, industrial action, utility failure, pandemic restrictions, or equipment breakdown. If such an event affects your appointment, we will aim to contact you promptly and offer an alternative date where reasonably possible. No breach of contract will arise from a genuine force majeure event.

General Provisions

If any provision of these terms is found to be unenforceable or invalid, the remaining provisions will continue in full force. No failure or delay by us in enforcing any right will amount to a waiver of that right. Any notice under these terms may be given by the communication method used for the booking, unless another method is required by law or agreed in writing. These terms may be updated from time to time, but the version in force at the time of booking will apply to that service unless otherwise agreed.

If you are booking on behalf of a company, partnership, landlord, or other organisation, you confirm that you have authority to do so and that the organisation will be responsible for payment and compliance with these terms. You agree not to use our service for any unlawful purpose or to request work that would expose us to avoidable risk. We may refuse to continue any appointment if customer behaviour is abusive, threatening, discriminatory, or makes it unsafe for our staff to work.

Governing Law and Jurisdiction

These terms and conditions are governed by the laws of England and Wales. Any dispute, claim, or matter arising out of or in connection with the service or these terms shall be subject to the exclusive jurisdiction of the courts of England and Wales, unless mandatory law provides otherwise. If any dispute arises, both parties should first try to resolve it in good faith before starting formal proceedings.

By proceeding with a booking, you confirm that you have read, understood, and agreed to these terms and conditions.