Terms and Conditions for Poplar Carpet Cleaners

These Terms and Conditions set out the basis on which Poplar Carpet Cleaners provides carpet, upholstery, rug, and related cleaning services to domestic and commercial customers. By making a booking, confirming a quotation, or allowing our operatives to start work, you agree to be bound by these terms. Please read them carefully before placing an order for any carpet cleaning service or related cleaning appointment. If anything in these terms is unclear, you should ask for clarification before the work begins.

We aim to provide a professional, reliable, and transparent carpet cleaning service, but the nature of cleaning work means outcomes can depend on fibre type, stain age, previous treatment, hidden damage, and site conditions. These Terms and Conditions therefore explain what you can expect from us, what we expect from you, and where responsibility lies. They apply alongside any written quotation, booking confirmation, or agreed service notes, and they form the full agreement between you and Poplar Carpet Cleaners unless expressly varied in writing.

For the purpose of these terms, “we”, “us”, and “our” mean Poplar Carpet Cleaners, and “you” or “the customer” means the person or business receiving the service or making the booking. References to “services” include carpet cleaning, stain treatment, upholstery cleaning, rug cleaning, deodorising, and any other cleaning task we agree to carry out. Where these terms refer to “working area”, this includes the rooms, access routes, and surfaces reasonably required to complete the job safely and effectively.

1. Booking Process

A booking is made when you accept a quotation, provide the necessary service details, and we confirm the appointment. A valid booking requires accurate information about the property, the type and condition of the items to be cleaned, access arrangements, parking restrictions, and any special requirements. If you provide incomplete or inaccurate details, we may need to revise the quotation, alter the schedule, or refuse to proceed until the information is corrected.

We may provide an estimate before a site visit or a fixed quotation after inspection or based on details supplied by you. Any estimate is not binding unless we expressly state otherwise. A fixed quotation is based on the information available at the time and assumes normal cleaning conditions. If we discover additional work is needed, such as heavy soil removal, specialist stain treatment, or extra time due to poor access, we may update the price before continuing, and you will have the option to approve or decline the amended scope.

We reserve the right to refuse or postpone a booking where the site is unsafe, unsuitable, or not ready for service. This includes, without limitation, excessive clutter, lack of safe access, infestation, inadequate ventilation, unresolved flood damage, or the presence of hazards that could damage equipment or create a health and safety risk. If the appointment is delayed because the property is not prepared, waiting time or a return visit may be chargeable at our discretion.

2. Service Standards and Customer Responsibilities

You are responsible for moving fragile, valuable, or personal items before the appointment unless we have agreed in advance to do so. We may move lightweight furniture where safe and practical, but we do not move heavy, fixed, or high-risk items unless specifically agreed. Any items left in the working area are deemed to be placed there at your own risk, and we accept no responsibility for loss or damage arising from failure to clear the area properly.

You must ensure that water, electricity, and reasonable access are available at the time of the service. If our work requires parking permissions, building access codes, concierge coordination, or key collection, you must make those arrangements in good time. Where parking charges, congestion fees, or permit costs are incurred as a direct result of attending your property, you agree to reimburse those costs unless we have agreed otherwise in writing.

We will use reasonable skill and care in performing the agreed service in line with industry practice and the condition of the materials concerned. However, some stains, odours, dyes, wear patterns, and previous cleaning residues may not be fully removable. Cleaned areas may also appear lighter or different from surrounding untreated areas simply because dirt has been removed. Such differences are not a defect in service unless caused by our negligence.

3. Payments and Charges

Unless otherwise agreed, payment is due on completion of the service and before our operatives leave the property. We may require a deposit for larger bookings, repeat visits, or work scheduled for busy periods. Any deposit amount and payment deadline will be communicated in advance. Deposits may be non-refundable where we have reserved time and resources for your appointment, subject to your statutory rights and the cancellation rules in these terms.

Prices may be quoted inclusive or exclusive of VAT, depending on the circumstances, and this will be made clear at the time of quotation. Any additional charges, including for extra rooms, stain treatments, or unforeseen work approved by you during the appointment, will be added to the final invoice. If you request a re-clean or follow-up visit, this may be treated as a separate chargeable service unless we have agreed that it forms part of our original obligations.

We accept payment by the methods we make available from time to time. If payment is not made when due, we may charge reasonable late-payment interest and debt recovery costs in accordance with applicable law. We also reserve the right to suspend further services, withhold completion certificates or receipts where relevant, and pursue unpaid balances through lawful recovery procedures. Any dispute about an invoice must be raised promptly and must not be used to delay payment of sums not genuinely in dispute.

4. Cancellations, Rescheduling, and No-Shows

If you need to cancel or rearrange a booking, you should notify us as soon as possible. We understand that plans change, but late cancellations can result in lost working time and unrecoverable costs. Unless a different arrangement is stated in your booking confirmation, cancellations made with reasonable notice may not incur a charge, whereas short-notice cancellations may result in a cancellation fee reflecting the reserved slot and preparation already undertaken.

If you are not present at the agreed time, fail to provide access, or otherwise prevent us from carrying out the work, the appointment may be treated as a no-show. In such cases, we may charge a call-out fee, a portion of the agreed service price, or both, depending on the circumstances and the time reserved. If we are delayed or unable to attend due to circumstances beyond our control, we will contact you promptly to rearrange the appointment at the earliest reasonable opportunity.

We may reschedule or cancel a booking where circumstances make attendance unsafe, impractical, or impossible. This may include staff illness, equipment failure, severe weather, access restrictions, or events outside our control. Where we cancel for reasons within our control, any deposit paid for the affected appointment will be refunded or credited, unless alternative arrangements are mutually agreed. We will not be liable for indirect losses arising from cancellation or rescheduling, provided we have acted reasonably.

5. Liability and Limitations

We accept responsibility for loss or damage caused directly by our negligence or by a breach of these terms, subject to the limitations set out below and any rights you may have under law. Our liability will not extend to pre-existing damage, defective materials, hidden faults, normal wear and tear, shrinkage inherent in certain fibres, or deterioration caused by the age or condition of the item. Where we identify a risk, such as colour loss, fibre distortion, or seam weakness, we may decline to proceed or ask you to confirm that you wish to continue at your own risk.

We are not responsible for damage resulting from incorrect information supplied by you, including false claims about fabric type, prior treatment, stains, or the presence of electrical, structural, or biological hazards. Similarly, we are not liable for items left in unsuitable condition, such as weak backing, loose dye, fragile trim, or improperly fitted coverings. You should tell us about any known issues before the service begins so that we can adjust our method if possible.

Nothing in these Terms and Conditions excludes or limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be excluded. Where liability is established and the law permits limitation, our responsibility will normally be limited to the amount paid for the specific service giving rise to the claim. We will not be liable for consequential losses such as business interruption, loss of profit, loss of use, or emotional distress arising from the service.

6. Waste Regulations, Materials, and Environmental Compliance

During the provision of our carpet and upholstery cleaning services, we may generate waste such as used cloths, packaging, filters, collected debris, removed residue, and wastewater. We handle such waste in accordance with applicable UK waste management requirements and expect the customer to cooperate where disposal arrangements must be made at the property. Where materials are classified as contaminated, hazardous, or subject to special handling, we may refuse to remove them unless the necessary legal and safety conditions are in place.

You must not ask us to dispose of items that are prohibited, unsafe, or outside the scope of the agreed cleaning service. This includes, without limitation, bulky waste, electrical equipment, bodily fluids, sharps, chemicals, asbestos-related materials, or any substance requiring specialist licensed disposal. If such materials are discovered during the appointment, we may stop work, isolate the area if safe to do so, and advise you to arrange appropriate removal through lawful channels. Any additional measures we take to protect staff, property, or equipment may be chargeable.

We will aim to use products and methods that are suitable for the task and consistent with environmental obligations, but we do not guarantee specific eco-claims unless stated in writing. You are responsible for informing us of any allergies, sensitivities, or restrictions that may affect the cleaning products used. If you request a particular method or chemical, you acknowledge that the suitability of that product may depend on the fibres and materials involved, and you accept responsibility for decisions made contrary to our advice.

7. Complaints, Re-cleans, and Disputes

If you are dissatisfied with any aspect of the work, you should notify us within a reasonable time after completion and before the item is put to heavy use, cleaned again by another contractor, or otherwise altered. This allows us to inspect the issue and, where appropriate, offer a re-clean or other remedial action. We may ask for photographs, descriptions of the affected areas, or an opportunity to revisit the property to assess the concern. Failure to allow inspection may affect your ability to rely on the issue later.

Any re-clean or corrective visit will be offered only where the issue relates to our workmanship and is capable of being remedied. We are not obliged to re-clean areas that were already identified as permanently stained, structurally damaged, or subject to unavoidable limitations. A re-clean does not create a new warranty beyond the original scope unless we confirm this in writing. If a dispute arises, both parties should act reasonably and seek an efficient, proportionate resolution.

These Terms and Conditions do not affect your statutory rights as a consumer. If any part of these terms is found unlawful, invalid, or unenforceable, the remaining provisions will continue in force to the fullest extent permitted by law. Any failure by us to enforce a provision on one occasion does not waive our right to enforce it later. The headings used in these terms are for convenience only and do not affect interpretation.

8. Governing Law

The contract between you and Poplar Carpet Cleaners, and any dispute or claim arising from it, is governed by the laws of England and Wales. If you are a consumer, you may have additional protections under consumer law that cannot be excluded by contract. If you are a business customer, you agree that the courts of England and Wales will have exclusive jurisdiction unless mandatory law requires otherwise.

These Terms and Conditions are intended to be practical and fair for customers purchasing a professional carpet cleaning service. They are designed to protect both parties by setting clear expectations on booking, payment, cancellations, liability, and waste handling. By proceeding with a service, you confirm that you have read, understood, and accepted these terms, and that you are authorised to agree to them on behalf of any other person with an interest in the property or items being cleaned.

We may update these terms from time to time to reflect changes in law, operational practice, or service scope. The version in force at the time of your booking will normally apply to that appointment unless a newer version is expressly agreed. Continued use of our carpet cleaning services after changes are published will indicate acceptance of the updated terms for future bookings.