Soho Carpet Cleaners Service Terms and Conditions
These service terms and conditions set out the basis on which Soho Carpet Cleaners provides professional cleaning services to domestic and commercial customers. By making a booking, confirming an appointment, or allowing our team to commence work, you agree to be bound by these terms. Please read them carefully before placing an order for any carpet cleaning service, upholstery cleaning, rug cleaning, or related treatment. These terms are intended to provide clarity on what customers can expect from us and what we expect from customers in return.
In these terms, references to “we”, “us”, or “our” mean Soho Carpet Cleaners, and references to “you” or “the customer” mean the person, business, or organisation requesting the service. These terms apply to all services supplied by us unless otherwise agreed in writing. Any variation to these terms must be confirmed by us in writing and will only apply to the specific booking or contract to which it relates.
Our services are designed to be carried out with reasonable skill and care, in line with the standard expected of a professional carpet cleaning company operating in the UK. However, results can vary depending on the age, fibre type, condition, previous treatment, and contamination of the items being cleaned. No statement in these terms should be interpreted as a guarantee that every stain, odour, or mark will be fully removed.
1. Booking Process
To make a booking, you must provide accurate information about the property, the items to be cleaned, access arrangements, and any known issues such as pre-existing damage, delicate fibres, dye instability, persistent stains, or contamination. We may request photographs or other details before confirming a booking for Soho Carpet Cleaners services. This allows us to assess whether the job is suitable and whether any specialist treatment or additional charge may apply.
A booking is only deemed accepted once we have confirmed it in writing, by email, text message, or other recorded method. Any estimate or quotation given before inspection is based on the information provided at that time and may be revised if the actual condition or scope of work differs on arrival. If we discover that the job materially differs from what was described, we may amend the price, alter the method of cleaning, or decline to proceed where it is unsafe, impractical, or outside our capabilities.
You are responsible for ensuring that the property is accessible at the agreed time and that someone authorised to approve the work is present if required. If keys are held by a third party, concierge, agent, or management company, you must ensure suitable access arrangements are in place. Delays caused by restricted access, incorrect addresses, parking restrictions, or the absence of an authorised person may result in additional charges or cancellation charges.
We may schedule appointments within a time window rather than at an exact minute. While we aim to arrive on time, appointment times are estimates and may be affected by travel conditions, prior jobs, equipment issues, or unforeseen operational matters. We will use reasonable efforts to notify you of any significant delay. The provision of carpet cleaning services may also depend on weather, ventilation, water supply, electricity access, and other practical factors at the premises.
If you request a change to the booking after confirmation, we will try to accommodate it, but we are not obliged to do so. Changes to date, time, scope, or service type may affect availability and pricing. Repeated changes may be treated as a cancellation and rebooking. Any quoted discount or promotion may be withdrawn if the revised booking no longer satisfies the original promotion criteria.
By booking with us, you confirm that you have authority to instruct the work and that you accept responsibility for the accuracy of the information supplied. If you are booking on behalf of a landlord, tenant, company, letting agent, or managing agent, you warrant that you have obtained any necessary permission to authorise the cleaning work and related access.
2. Payments
All prices are stated in pounds sterling unless otherwise agreed. Prices may be provided as fixed fees, minimum charges, hourly rates, or estimates depending on the nature of the service. Unless expressly stated, quotations are based on the scope of work described by you and may change if the actual circumstances require additional labour, materials, stain treatments, equipment, or extended time on site. The final invoice will reflect the service actually delivered.
Payment terms will be confirmed at the time of booking or upon issue of the invoice. We may require a deposit or advance payment for certain jobs, particularly where specialist equipment, out-of-hours attendance, larger commercial works, or substantial preparation is involved. Any deposit paid may be non-refundable in the event of cancellation as set out below. We reserve the right to request full or partial payment before commencing work.
Payment must be made by the method we specify, which may include card payment, bank transfer, cash, or another accepted method. If payment is due on completion, it must be made immediately unless we have agreed otherwise in writing. Time for payment is of the essence. Late or failed payment may result in administration charges, interest where permitted by law, recovery action, and suspension of future services.
Where a payment is made using a third-party platform or processor, any processing delays, failed authorisations, or chargebacks remain your responsibility. If a payment is later reversed or disputed without valid reason, we reserve the right to recover the amount owed, together with any bank charges, chargeback fees, and reasonable costs incurred in pursuing the debt. We may also withhold any optional completion report, certificate, or follow-up visit until full payment has been received.
Additional Charges
Additional charges may apply where the job requires heavy stain treatment, biohazard-related cleaning, severe soiling, extra equipment, difficult access, parking fees, congestion or restricted access costs, or removal of waste materials that fall outside the original quotation. Any such charge will be explained as soon as reasonably practicable. If you decline a necessary additional charge, we may continue only with the portion of work covered by the original agreement or may decline to proceed if the service cannot be safely completed.
3. Cancellations, Rescheduling, and Missed Appointments
You may cancel or reschedule your booking by giving us notice within a reasonable period. The amount of notice required may depend on the type and size of the job, but in all cases you should inform us as soon as possible. Cancellations made close to the appointment time may result in a charge reflecting loss of time, allocated staff, materials prepared, and travel or disposal costs already incurred by us.
If you cancel after we have arrived at the property, or if we are unable to gain access, or if the premises are unsafe or materially different from what was described, we may treat the appointment as a late cancellation or failed visit and charge accordingly. This applies to Soho Carpet Cleaners appointments whether domestic or commercial. If deposits were taken, they may be retained in whole or in part to cover losses or administration, subject to any mandatory consumer rights.
If we must cancel or postpone due to circumstances beyond our control, including staff illness, equipment failure, extreme weather, transport disruption, or other events outside reasonable control, we will contact you and offer an alternative time where possible. We will not be responsible for indirect losses caused by such cancellation, but if you have already paid for a service not provided, we will offer a refund of the amount paid for that unperformed service, unless an alternative date is accepted.
You agree that repeated missed appointments, refusal of reasonable access, or failure to prepare the property may justify our refusal to accept further bookings. We may also decline future work if previous appointments were cancelled in circumstances where we reasonably incurred loss or if there has been abusive, threatening, or unlawful conduct towards our team.
4. Service Standards and Limitations of Liability
We will provide our services with reasonable care and skill. However, cleaning results depend on many variables beyond our control, including fibre sensitivity, age of materials, prior cleaning history, pre-existing damage, hidden contamination, and the nature of stains. The performance of a professional carpet cleaning service should not be judged against unrealistic expectations or outcomes that are impossible without causing damage.
Before any treatment begins, you should tell us about known issues, including shrinkage risk, colour loss, broken seams, loose tiles, fragile backing, moth damage, pet soiling, ink, bleach, or prior unsuccessful attempts to remove stains. We may refuse to treat items that are too delicate, contaminated, or unsafe to clean. Where we agree to proceed despite a risk, you accept that the risk was disclosed and that adverse results may occur without fault on our part.
We do not accept liability for normal wear and tear, pre-existing defects, hidden damage, or deterioration that becomes visible after soil is removed. Some stains may only be reduced rather than completely removed, and certain substances can permanently alter fibres or dyes. We also do not guarantee that odours, shadows, “ghost marks”, or wick-back will disappear entirely. Any advice given on-site is based on the information available at the time and should be treated as practical guidance rather than a warranty.
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 arising out of or in connection with any single booking shall be limited to the amount paid or payable for the specific service in question, except where a higher limit is required by law.
We are not liable for loss of profit, loss of business, loss of opportunity, loss of data, business interruption, or any indirect or consequential loss arising from the provision or non-provision of our services. If a claim is made in respect of damage, you must notify us promptly and allow us a reasonable opportunity to inspect the item and investigate the issue before any repair or disposal takes place. Failure to do so may affect our ability to assess the claim fairly.
Customer Responsibilities
You must remove fragile items, valuables, small ornaments, cash, documents, electronics, and other breakable possessions from the work area unless we have agreed in writing to handle them. You should also ensure there is suitable working space and that pets and children are kept away from the area during service. We are not responsible for damage to items left in exposed areas contrary to our instructions or reasonable practice.
Where necessary, you must provide access to water, electricity, and ventilation. If your property has special features such as underfloor heating, antique flooring, or restricted surfaces, you should tell us before the appointment. Failure to disclose relevant information may affect the outcome of the clean and may also affect any claim for compensation. 
Any aftercare advice given by our technician should be followed to support drying and reduce the risk of re-soiling or odour retention, but the responsibility for general care after completion remains with you.
We may use subcontractors or suitably qualified third parties to deliver part or all of the service. Where we do so, we remain responsible for the standard of the service provided, subject to these terms. You agree that staff, agents, and contractors acting on our behalf may enter the property for the purpose of performing the work, carrying out inspection, or collecting unpaid balances where lawfully permitted.
5. Waste Regulations and Disposal
In providing carpet cleaning company services, we may generate wastewater, residue, removed debris, packaging, disposable filters, or other waste arising from the cleaning process. We will handle waste in a lawful and environmentally responsible manner and in accordance with applicable UK waste regulations. You must not ask us to dispose of waste unlawfully, and we reserve the right to refuse any request that would breach environmental, health and safety, or local disposal requirements.
Where waste is removed from the property, we may charge an appropriate disposal fee if this has been agreed in advance or if disposal is reasonably necessary to complete the service. Certain substances, including bodily fluids, mould, asbestos-related material, hazardous chemicals, sharp objects, or contaminated waste, may require specialist handling and may fall outside standard services. If such materials are discovered, we may stop work immediately and request further instructions, specialist support, or safe removal arrangements.
You are responsible for informing us of any hazardous or potentially hazardous materials before the appointment. If you fail to do so and we incur additional costs because of improper waste, contamination, or unsafe conditions, you agree to reimburse us for those costs to the extent permitted by law. We may refuse to handle any waste that we reasonably believe would place our staff, your property, or the environment at risk.
6. Complaints and Claims
If you believe there is an issue with the service, you should notify us as soon as possible and in any event within a reasonable time after completion. This helps us investigate properly while the relevant evidence remains available. Any complaint should describe the problem clearly and, where possible, include photographs and details of the affected item or area. We may request a reinspection before agreeing any remedy.
Where a complaint is justified, we may, at our discretion and subject to law, offer a repeat clean, partial refund, price reduction, or other reasonable remedy. We will not be obliged to provide a remedy where the issue arises from matters outside our control, including inaccurate information supplied by you, unavoidable material limitations, or failure to follow reasonable aftercare advice. Any remedial work offered does not amount to an admission of liability.
You agree not to dispose of, repair, or alter any item that is the subject of a claim before we have had a reasonable opportunity to inspect it, unless immediate action is necessary to prevent further damage. If you do so, we may be unable to assess the complaint and may decline liability to the extent the disposal or alteration prevents proper investigation.
These terms are governed by the laws of England and Wales. Any dispute arising out of or in connection with a booking, quotation, service delivery, invoice, or claim shall be subject to the exclusive jurisdiction of the courts of England and Wales, except where consumer law provides otherwise. If any provision of these terms is found unenforceable, the remaining provisions shall continue in full force and effect.
We may update these terms from time to time to reflect changes in law, business practices, or service arrangements. The version in force at the time of your booking will apply to that booking unless a change in law requires an immediate update. If a change materially affects your rights or obligations and you already have a confirmed booking, we will apply the terms most favourable to the extent required by law.
By instructing Soho Carpet Cleaners, you acknowledge that you have read, understood, and agreed to these service terms and conditions. These terms form the basis of our agreement for the supply of cleaning services and are intended to protect both parties by setting clear expectations on booking, payment, cancellation, liability, waste handling, and dispute resolution. If you do not agree with any part of these terms, you should not proceed with the booking.
