Last Updated: 03.06.2026

Welcome to Pro Carpet Cleaning London (“we,” “our,” “us”). By booking, confirming, or using any of our services, you (“the Client”) acknowledge that you have read, understood, and agreed to the following Terms of Service. These terms exist to ensure clear communication and fair expectations between both parties.

1. Bookings & Quotes

1. Bookings can be made through our website, email, WhatsApp, or phone.
2. Quotes are based strictly on the information, photos, measurements, or descriptions provided at the time of enquiry.
3. If the actual items, room count, fabric type, size, or condition differ from what was shared, the quoted amount may change. We will inform you of any adjustment before proceeding with additional work.
4. Our carpet cleaning is subject to a minimum call-out charge, which will be confirmed in your quote.

2. Quotations & Pricing

1. All prices are quoted as fixed amounts based on the details supplied. Where accurate photos or details are not provided in advance and the job requires more time, labour, or treatment than estimated, our technician will notify you on arrival.
2. You may choose to proceed at the adjusted rate or decline the additional work. If you decline, the minimum call-out charge may still apply.
3. Specialist treatments (such as heavy stain treatment, odour treatment, or fabric protection) are quoted separately and only carried out where agreed in advance.

3. Access, Parking & Property Condition

1. The Client must provide safe and timely access to the property at the agreed appointment time.
2. Our cleaning equipment requires access to a standard power supply and water. The Client must ensure both are available.
3. Parking: where our technician requires parking close to the property to run equipment, the Client is responsible for arranging it. Any parking charges, permits, or Congestion Charge (where applicable) are not included in the quote and may be added.
4. Any delay caused by access issues (locked doors, no answer, no parking) may shorten the appointment or result in a call-out fee.
5. The Client is responsible for removing small valuables, breakables, and fragile items from the areas to be cleaned. We are not liable for lost, damaged, or misplaced items left in the work area.

4. Service Access, Refusal & On-Site Cancellation

1. By confirming a booking, the Client agrees to provide full and reasonable access to all agreed areas and items at the scheduled time. If access is denied or the service is refused on arrival, the booking is considered fulfilled operationally and the full service fee remains payable, reflecting the staff time, travel, and resources reserved for that appointment.
2. The agreed scope of work is confirmed before the booking and forms the basis of service delivery. A misunderstanding about scope, or assumptions not included in the confirmed booking, does not constitute valid grounds for cancellation, refund, or non-payment.
3. Any cancellation or refusal of service on arrival, or within 24 hours of the scheduled appointment, is treated as a same-day cancellation and charged in full.

5. Payment Terms

1. Payment is due on completion of the service unless otherwise agreed at the time of booking. For certain bookings we may require payment, or card details held on file, before the appointment; this will be confirmed with you in advance.
2. Card payments are processed securely. Where a payment method is held on file, the Client authorises us to charge only amounts due for services booked and carried out, including any additional treatments or re-cleans agreed after the initial booking.
3. Clients who prefer not to have card details stored may request a manual payment link instead, communicated before the appointment.
4. Where we are unable to complete the full scope of work due to conditions caused by the Client — including lack of access, no parking, no power or water, ongoing works, or obstruction — the Client remains liable for the full booking amount. No partial refund will be issued where limitations were caused by the Client’s environment or preparation.
5. Failure to settle payment may result in suspension of future bookings.

6. Scope of Service

1. Our services cover the professional cleaning of carpets, rugs, upholstery, and mattresses, using hot water extraction or low-moisture methods as appropriate to the item.
2. We determine the most suitable cleaning method, equipment, and products for each job based on the fibre type, construction, and condition, using our professional judgement of what is safe and effective.
3. Any reference to a particular method or piece of equipment in preliminary discussions is indicative only and does not form part of the confirmed booking unless expressly stated. Service is assessed on the agreed scope and the standard of the final result, not on the specific method used to achieve it.
4. The service does not include repair, restoration, re-fitting, moth or pest treatment, or any work not expressly agreed in the quotation.

7. Cleaning Results & Service Limitations

Cleaning results depend heavily on the age, fibre, construction, and pre-existing condition of the item. The Client acknowledges and accepts the following:

1. Stains and odours. We treat and aim to remove stains and odours, but complete removal cannot be guaranteed. Some stains are permanent due to dye reaction, chemical damage, bleaching, or the age of the mark, and some odours are absorbed into backing or padding beyond the reach of surface cleaning.
2. Stain reappearance. Certain stains can resurface after cleaning as the item dries, a natural effect known as wicking or browning. Where this occurs, it is not a fault of the clean, though we are happy to advise or re-treat where appropriate.
3. Colour and dyes. While we test for colourfastness where practical, we cannot guarantee against colour run, fading, or bleeding on items with unstable dyes, no care label, or unknown fibre content. Cleaning such items is done at the Client’s risk.
4. Shrinkage and texture. Natural fibres such as wool, cotton, silk, and viscose can shrink, distort, or change texture when cleaned. Where a care label is missing or the fibre cannot be confirmed, cleaning is carried out at the Client’s risk.
5. Pre-existing condition. We are not responsible for pre-existing wear, pile flattening, watermarks, fading, damage, or deterioration that existed before cleaning, or that becomes more visible once dirt is removed.
6. No brand-new guarantee. Cleaning is carried out to a professional standard but is not guaranteed to restore an item to brand-new condition. Results reflect reasonable professional effort.

Where an item is particularly delicate, valuable, or of uncertain fibre, we will advise before proceeding and may decline to clean it or ask the Client to accept the associated risk in writing.

8. Drying Times & Aftercare

1. Drying times vary by item, method, fibre, and ventilation. As a general guide, carpets and fabric upholstery are typically touch dry within 4–6 hours, and rugs within 6–12 hours.
2. The Client should keep foot traffic off cleaned carpets, and avoid using cleaned furniture or mattresses, until fully dry.
3. Good ventilation speeds drying. We are not responsible for extended drying times caused by poor ventilation, low temperature, or humidity in the property.
4. Care should be taken when walking from a damp carpet onto hard flooring, as this can be slippery.

9. Our 24-Hour Satisfaction Guarantee & Complaints

1. Every clean is backed by our 24-hour satisfaction guarantee. If an area within the agreed scope of work has genuinely been missed or not cleaned to a satisfactory standard, the Client must notify us within 24 hours of the service so we can investigate and, where appropriate, arrange a complimentary re-clean of the affected area.
2. Because the condition of an item can change after cleaning, and because stains may reappear naturally as items dry (see Section 7), issues of this kind cannot be reliably assessed once the 24-hour window has passed.
3. Complaints must give us the opportunity to inspect and, where valid, re-clean before any other resolution is sought. A re-clean is our standard remedy; refunds are not guaranteed and are considered case by case at our discretion.
4. Once a re-clean has been carried out, it is considered the final resolution of the reported issue. No refund will be offered after a completed re-clean.
5. Where the Client prevents us from completing the agreed scope, or dismisses the technician early, we cannot accept subsequent complaints regarding areas that were not reached.

10. Cancellations & Rescheduling

1. We ask for reasonable notice to cancel or reschedule an appointment.
2. Changes or cancellations made within 48 hours of the scheduled appointment may incur a fee of £[amount]. Same-day cancellations, or cancellations on arrival, may be charged at up to 100% of the booking value, reflecting reserved time and travel.
3. If our technician arrives and cannot gain access, or is refused entry, the full booking value remains payable (see Section 4).

11. Damage & Breakage

1. Our technicians work carefully and are fully insured with Public Liability cover. In the unlikely event of accidental damage caused directly by our negligence during the service, this should be reported within 48 hours so we can investigate.
2. We accept no liability for pre-existing damage, normal wear and tear, or damage arising from pre-existing faults, poor fitting, or fragile materials.
3. Clients are advised to secure or remove breakable, delicate, or valuable items before the appointment.

12. Furniture & Moving Items

1. We move light furniture such as chairs and small tables as part of the service where it is safe to do so.
2. We do not move heavy furniture, large appliances, electronics, or fragile items. Where these are not moved beforehand, we will clean around them.
3. The Client accepts that areas beneath or behind unmoved items may not be cleaned, and results may be limited where access was obstructed.

13. Client Responsibilities

1. Ensure running water, electricity, and lighting are available.
2. Provide access and parking instructions in advance.
3. Inform us of any delicate, unlabelled, antique, or high-value items, and any known hazards, before the service.
4. Remove small valuables and breakables from the work area.
5. Keep pets and children safely away from the cleaning area and equipment during the service.

14. Health & Safety

1. Our technicians may decline to work in unsafe, unsanitary, or hazardous conditions.
2. We reserve the right to cancel or modify a booking where health or safety risks are identified.
3. Abuse, aggression, harassment, or disrespectful behaviour towards our staff will not be tolerated. We reserve the right to withdraw service immediately, refuse future bookings, and charge for time already spent on-site where such behaviour occurs.

15. Data & Privacy

1. Client details (name, address, contact information) are used solely for booking, billing, and service-quality purposes and are handled in line with UK data protection law.
2. We may take internal before-and-after photographs of items cleaned for quality assurance and training. These are not shared externally unless legally required.
3. Any images used publicly on our website, marketing, or social media are only used with the Client’s clear permission, obtained after the service. No images are published without explicit consent.

16. Limitation of Liability

1. To the fullest extent permitted by law, Pro Carpet Cleaning London, its staff, and subcontractors shall not be liable for:
   • Any indirect, incidental, or consequential loss, including loss of income or inconvenience.
   • Damage arising from faulty property materials, poor maintenance, unstable dyes, missing care labels, or misuse.
   • Any event beyond our reasonable control, including weather, illness, or access restrictions.
2. Nothing in these terms excludes or limits our liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence.

17. Changes to These Terms

We may update our prices, availability, or these terms at any time. The version published on our website at the time of your booking applies. Continued use of our services implies acceptance of the latest version.

18. Contact & Company Details

For questions, feedback, or booking assistance:

Pro Carpet Cleaning London
124–128 City Road, London, EC1V 2NX
Phone: 02071640205
Email: info@procarpetcleaninglondon.co.uk