Terms and Conditions for Freezywater Carpet Cleaners

These Terms and Conditions set out the basis on which Freezywater Carpet Cleaners provides domestic and commercial carpet cleaning services in the UK. By making a booking, the customer agrees to be bound by the conditions below. These terms are intended to create a clear understanding of how our carpet cleaning service operates, including the booking process, payment requirements, cancellations, liability limits, waste handling, and the law that applies to the agreement.

Throughout this document, references to “we”, “us”, and “our” mean Freezywater Carpet Cleaners, and references to “you” or “the customer” mean the person, business, or organisation requesting the service. These terms apply to all carpet cleaning services supplied by us unless we agree otherwise in writing. If any part of these terms is found to be unenforceable, the remainder will continue to apply.

We reserve the right to update these terms from time to time. The version in force at the time of booking will apply to the service unless a later variation has been agreed in writing. Nothing in these terms affects your statutory rights under UK consumer law where those rights cannot be excluded or limited.

1. Booking Process

A booking is considered a request for services and does not become binding until it has been accepted by us. We may ask for details such as the type and number of rooms, fibre or material type, level of soiling, access conditions, parking availability, and any special treatment requirements. This information helps us assess whether the requested carpet cleaning can be carried out safely and effectively.

When a customer requests a booking, we may provide an indicative quotation based on the information supplied. Quotations are usually estimates unless expressly stated as fixed-price offers. If the actual condition of the carpets, access, or required work differs from the information provided, the final price may change to reflect the additional time, labour, or materials required. Customers should ensure all relevant details are accurate at the point of booking.

We will confirm the date, approximate arrival window, and any service notes once the booking has been accepted. The customer is responsible for ensuring someone aged 18 or over is present at the property or otherwise available to authorise the work, unless alternative arrangements have been agreed in advance. If access is delayed, restricted, or impossible due to circumstances outside our control, we may charge for wasted time or a return visit.

2. Service Conditions and Customer Responsibilities

Before work begins, the customer must inform us of any known issues that may affect the cleaning process, including fragile flooring, previous treatments, permanent staining, water damage, underlay concerns, colour loss, or health and safety hazards. We may refuse to clean items or areas that present an unreasonable risk. Any request for specialist treatment, deodorising, stain protection, or upholstery add-ons must be agreed before the service starts.

The customer must remove small personal items, valuables, delicate objects, and breakables from the working area. We will take reasonable care when moving light furniture where this forms part of the agreed service, but we are not obliged to move heavy, fixed, or unsafe items. If we agree to move furniture, the customer accepts that minor scuffs, marks, or movement-related issues may occur where items are old, unstable, or already damaged.

We will use appropriate methods and professional judgment to deliver the carpet cleaning service with reasonable care and skill. However, outcomes can vary depending on carpet age, fibre composition, prior maintenance, and the nature of the staining. Some marks may be permanent or may reappear after drying due to wick-back, pre-existing contamination, or hidden residues. No guarantee is given that every stain, odour, or defect can be removed.

3. Prices and Payments

All prices quoted are shown in pounds sterling unless stated otherwise. Prices may be subject to VAT where applicable. We reserve the right to revise quotes if additional rooms, unexpected soiling, or other unplanned work is identified on arrival. Any material change to the agreed scope may be discussed with the customer before we continue, where reasonably practicable.

Payment terms may vary depending on the type of customer and the nature of the job. For most residential bookings, payment is due on completion unless we have agreed a deposit, advance payment, or invoice arrangement in writing. For commercial carpet cleaning or larger contracts, we may require part-payment in advance or payment within a specified period after invoicing. The accepted payment method will be confirmed at booking or before the service date.

Late payment may result in administration charges, suspension of future services, or recovery action where lawful. If a payment is reversed, disputed without valid reason, or otherwise fails, the customer will remain liable for the full amount due together with any reasonable bank or collection fees incurred. We may also recover statutory interest and compensation for late payment where legislation permits.

4. Cancellations, Amendments and Non-Attendance

The customer may cancel or amend a booking by giving reasonable notice. Where notice is given within an acceptable timeframe, no cancellation fee may apply. However, if we have already allocated labour, purchased supplies, or reserved a time slot that cannot easily be rebooked, we may charge a fair cancellation fee reflecting our actual loss. The amount may depend on how close to the appointment the cancellation is made.

If the customer is not available, cannot provide access, or fails to prepare the property in a way that allows the work to begin, we may treat the booking as a late cancellation or wasted visit. In such cases, a call-out fee or partial charge may apply. If we need to leave site and return due to missing access, utilities, or authorisation, additional charges may be levied.

We may reschedule or cancel a booking where weather, staff illness, equipment failure, safety concerns, or other events beyond our control make attendance impractical or unsafe. If we cancel, we will try to offer an alternative date. Our liability for cancellation will be limited to refunding any amount already paid for the affected service, unless a greater remedy is required by law.

5. Liability and Limitations

We carry out all carpet cleaning services with reasonable care and skill, but our liability is limited to the extent permitted by law. We are not responsible for losses that are indirect, incidental, or consequential, including loss of profit, loss of business, emotional distress, or inconvenience, except where such exclusion is not permitted under UK law. Nothing in these terms excludes liability for death or personal injury caused by our negligence, fraud, or any other matter that cannot legally be excluded.

Although we take appropriate precautions, some carpets, rugs, or floor coverings may react unpredictably to cleaning agents, moisture, agitation, or drying. This is especially relevant where items are old, heavily worn, incorrectly installed, or have been previously treated with unsuitable products. We are not liable for pre-existing damage, structural defects, hidden staining, discolouration that emerges after drying, or shrinkage arising from pre-existing weaknesses in the material.

If damage is caused by our proven negligence, our liability will normally be limited to the lesser of the cost of repair, replacement, or the value of the affected item immediately before the incident. The customer must notify us of any alleged issue within a reasonable period after completion and must allow us an opportunity to inspect the matter, investigate, and where appropriate remedy it. Failure to provide such opportunity may affect any claim.

6. Waste Handling and Environmental Compliance

We are committed to complying with applicable UK waste regulations and environmental requirements when carrying out carpet cleaning. This includes responsible handling of dirty water, waste residues, used materials, and any items removed from the work area in the course of cleaning. We will dispose of waste in a lawful and controlled manner, using appropriate facilities or collection methods where required.

The customer must not ask us to dispose of hazardous substances, clinical waste, asbestos-containing material, or any item that requires specialist licensing unless we have expressly agreed to do so and are legally permitted to handle it. If contaminated materials are discovered, we may suspend work and advise that the area requires specialist attention. Any additional disposal costs, permit requirements, or third-party charges will be the customer’s responsibility unless otherwise agreed in writing.

We may use cleaning products that are suitable for the task and intended to minimise unnecessary waste or environmental impact. Where practical, we seek to reduce water usage and avoid contamination of drains, surfaces, and surrounding areas. The customer must ensure that any local drainage, water access, or disposal restrictions relevant to the premises are disclosed before the appointment where they could affect compliance or safe service delivery.

7. Complaints, Remedial Work and Insurance

If the customer believes there is a problem with the service, they should raise the issue as soon as reasonably possible after completion. This allows us to inspect the result while the relevant conditions remain observable. In many cases, a concern may be resolved by additional treatment, clarification, or a follow-up visit if appropriate. We are not obliged to offer a remedy where the issue arises from factors outside our control or from information withheld at booking.

Where a complaint is accepted and remedial work is reasonable, we may choose to re-clean the affected area, apply a supplementary treatment, or offer another suitable remedy at our discretion. Any such remedy will not extend to unrelated areas or to matters already identified as pre-existing limitations of the material. A refund will only be considered where remediation is not practicable or would not provide a fair outcome.

We maintain insurance that is intended to support our business operations and may include public liability cover, but the existence of insurance does not expand the scope of our legal responsibility beyond these terms or beyond applicable law. Customers must still take reasonable steps to protect their property, remove vulnerable items, and disclose any known risks. Our team may refuse to continue if conditions become unsafe or if inaccurate information has been provided.

8. Governing Law and General Provisions

These Terms and Conditions, and any dispute or claim arising from them, are governed by the laws of England and Wales. Where the customer is located in Scotland or Northern Ireland, mandatory local consumer protections may still apply where relevant. Any disagreement should first be addressed informally, but if formal proceedings are necessary, the competent courts of the relevant part of the UK will have jurisdiction in accordance with applicable law.

If any term of this agreement is found invalid, illegal, or unenforceable, that term will be severed only to the extent required, and the rest of the agreement will remain effective. No failure or delay by us in enforcing any right under these terms will be treated as a waiver of that right. Any variation to these terms must be agreed in writing by an authorised representative of Freezywater Carpet Cleaners.

By confirming a booking, the customer acknowledges that they have read, understood, and agreed to these Terms and Conditions for our carpet cleaner service. These terms form the full agreement between the parties in relation to the services described, unless replaced by a separate written contract signed by both sides. We recommend retaining a copy of this document for future reference.