Millbank Carpet Cleaners Terms and Conditions
These Terms and Conditions set out the basis on which Millbank Carpet Cleaners provides domestic and commercial carpet cleaning services, together with related upholstery, rug, and fabric care services where agreed in advance. By making a booking, the customer confirms that they have read, understood, and accepted these Terms and Conditions. In these terms, references to “we”, “us”, and “our” mean Millbank Carpet Cleaners, and references to “you” or “the customer” mean the person requesting or receiving the service.
The purpose of these terms is to explain the booking process, payment arrangements, cancellation rules, liability limits, waste handling obligations, and the law that applies to the contract. We aim to provide a clear and fair service arrangement that supports a professional carpet cleaning service while setting realistic expectations about results, access, and on-site conditions. These terms apply to all services unless we agree otherwise in writing.
A booking for Millbank carpet cleaning may be made by telephone, email, online form, or any other method we make available from time to time. A booking request is not accepted until we confirm availability and provide a service date, estimated scope, and, where possible, a price estimate. We may request additional information before confirming the appointment, including room sizes, floor types, staining issues, access details, and whether furniture moving is required. The customer is responsible for giving accurate and complete information.
Booking Process
When you book a carpet cleaning service, you agree to ensure reasonable access to the premises at the agreed time. If the property is occupied, an adult aged 18 or over must be present for the duration of the appointment unless we have agreed otherwise. We may refuse or reschedule a job if access is unsafe, if the property conditions differ materially from the information provided, or if the requested work would present a health and safety issue. Any estimate we provide is based on the information supplied at the time of booking and may be revised if the actual work required differs substantially from the original description.
We reserve the right to decline bookings where the condition of carpets or surrounding areas means that cleaning may cause damage, where contamination is beyond our equipment capability, or where an effective outcome cannot reasonably be achieved. Examples may include severe wear, permanent staining, pre-existing colour loss, mould, or fibre damage. In such cases, we may still proceed only if you expressly request us to do so after being informed of the potential risks. For clarity, Millbank Carpet Cleaners is not responsible for any disappointment arising from pre-existing conditions that are outside a reasonable cleaning outcome.
The customer should remove small valuables, fragile items, and any objects that could be damaged during the service. While we may assist with moving light furniture where agreed, we are not obliged to move heavy or fixed items, electrical equipment, or objects that could cause injury or damage. If furniture movement is required, you must notify us before the appointment. We may need to exclude areas behind or underneath items that cannot safely be moved.
Prices and Payments
Prices for carpet cleaners services may be quoted as a fixed price, an estimated price, or a call-out and labour basis depending on the size, complexity, and condition of the work. Any estimate given before attendance is based on the details provided and is subject to change if additional rooms, extra stain treatment, specialist detergents, pet contamination, or substantially heavier soiling are identified on arrival. We will explain any price changes before beginning additional work where reasonably possible.
Unless otherwise agreed, payment is due on completion of the service or, for business accounts or pre-agreed arrangements, within the stated payment period. We accept payment methods that we make available and may update them from time to time. If a deposit is required, this will be specified at the time of booking. Deposits may be used to secure the appointment and may be non-refundable in the circumstances described in these terms. All prices, unless stated otherwise, are exclusive of any applicable taxes or lawful charges.
If payment is not made when due, we may charge reasonable costs incurred in recovering the debt, subject to applicable law. We may also withhold reports, invoices, or follow-up work until overdue balances are settled. Where a booking has been confirmed but the customer cancels late or fails to provide access, any deposit may be retained to reflect time reserved and administrative costs. The customer remains responsible for any agreed costs incurred before cancellation, including special-order materials or third-party expenses.
Cancellations, Rescheduling, and Missed Appointments
You may cancel or reschedule a booking by giving us reasonable notice. The amount of notice required may vary depending on the size and nature of the job, but in all cases we ask that you notify us as early as possible. If notice is given sufficiently in advance, we will usually offer an alternative date. If the service is cancelled at short notice, particularly where we have reserved a technician, prepared equipment, or turned down other work, we may charge a cancellation fee that reflects our loss and administration costs.
If we arrive at the property and cannot gain access, or if the premises are unsuitable for the planned work, the appointment may be treated as a missed visit. In such cases, the customer may be charged a call-out fee, an attendance charge, or a proportion of the quoted price where the loss is attributable to the customer. We will always act reasonably and take into account the circumstances of the missed appointment. If we need to cancel or reschedule, we will aim to provide as much notice as possible and offer a new appointment where feasible.
For services requiring drying time, ventilation, or restricted access after cleaning, the customer agrees to follow any aftercare instructions we provide. If a customer interrupts the process, re-enters an area too early, or otherwise compromises the result, we are not liable for resulting marks, odours, moisture retention, or reduced finish. This includes situations where the client’s own activities or those of third parties affect the treated areas after completion.
Service Standards and Liability
We will carry out carpet cleaning services with reasonable care and skill, using methods and products that we consider appropriate for the fibres, condition, and known history of the item or area being treated. However, the customer acknowledges that carpets and fabrics can respond differently to cleaning, especially when they are old, heavily worn, previously treated, or made from delicate materials. Some stains may be permanent or may only improve rather than disappear entirely. We do not guarantee the complete removal of all stains, smells, or marks.
Our liability for loss or damage arising from our services is limited to losses that are a foreseeable result of our breach of contract or negligence. We do not exclude or limit liability where it would be unlawful to do so, including liability for death or personal injury caused by our negligence, fraud, or fraudulent misrepresentation. Subject to the foregoing, we will not be responsible for indirect or consequential loss, loss of profit, loss of business, loss of goodwill, or damage caused by pre-existing defects, hidden deterioration, unsuitable materials, or inaccurate information supplied by the customer.
If damage is alleged, the customer must notify us as soon as reasonably possible and, in any event, before the affected area is altered, repaired, or cleaned by another contractor, unless doing so would be unreasonable in the circumstances. We may request photographs, proof of purchase, service notes, or access to inspect the item. Where we accept liability, our remedy may include repair, re-cleaning, a partial refund, or an insurance-led resolution, depending on the nature of the issue and what is reasonable in the circumstances.
Customer Responsibilities
The customer must ensure that the site is reasonably safe and suitable for the work. This includes disclosing known risks such as water leaks, electrical faults, pest issues, fragile flooring, previous cleaning treatments, or contamination from pets, smoke, or mould. If specialist treatments are required, we may need to adjust the method, and additional charges may apply if the issue was not disclosed beforehand. We rely on the accuracy of the information given to us and are not liable for problems caused by omitted or misleading details.
You must ensure that pets are secured, children are supervised, and access routes are clear of obstructions before and during the appointment. We may refuse to proceed if we consider the environment unsafe or if we believe our staff, the customer, or third parties may be put at risk. Any delay caused by the customer may shorten the available working time or lead to rescheduling charges. If we use water, detergents, or extraction equipment, the customer should ensure there are no concerns about the property’s plumbing, electrics, or ventilation unless disclosed in advance.
Where furniture is moved by us or at your request, you accept that minor indentations, marks, or movement-related effects may occur in older carpets, floor coverings, or furniture legs. We will take reasonable care, but we are not liable for ordinary wear, hidden weakness, or damage caused by unstable items. If you ask us to work in an area with known fragility, you do so at your own risk unless we expressly agree in writing to undertake additional precautions.
Waste Regulations and Environmental Handling
Our waste handling practices comply with applicable UK waste and environmental requirements so far as they apply to the services we provide. In the course of a Millbank carpet cleaners appointment, wastewater, used solution, removed debris, collected residue, and disposable consumables may need to be transported or disposed of responsibly. We will manage waste in a lawful and environmentally considerate manner, using appropriate containment and disposal routes where required.
The customer agrees that some waste generated during cleaning may be non-recoverable and may include contaminated water, soil, pet residue, and other extracted matter. If local disposal rules, site restrictions, or property conditions affect how waste can be handled, you agree to cooperate with us and to provide any information needed for compliance. We may decline to discharge waste in a manner that would breach legal, environmental, or site-specific rules. If specialist disposal is necessary because of contamination or unusual waste content, additional charges may apply if we have not already included them in the quotation.
We may use cleaning agents and materials that are suitable for the intended purpose and that are applied in line with manufacturer guidance and applicable safety requirements. The customer must not request us to dispose of items or substances that are unlawful, hazardous, or outside the scope of the service unless we have expressly agreed to do so in advance and in accordance with law. Nothing in these Terms and Conditions requires us to act contrary to any environmental or waste regulation.
Complaints, Force Majeure, and General Terms
Any complaint should be raised promptly so that we can investigate and, where appropriate, take corrective action. We may ask for supporting information before responding. If an issue can be resolved by re-cleaning or adjustment, you agree to give us a reasonable opportunity to do so. The availability of a remedy will depend on the facts, the type of service provided, and whether the matter was caused by us, by the customer, or by circumstances outside either party’s control. Any dispute should be managed in good faith and with a view to reaching a practical solution.
We are not liable for delays or failures caused by events beyond our reasonable control, including severe weather, accidents, transport disruption, illness, fire, flooding, supply failures, or governmental restrictions. If such an event affects a booking, we may postpone the service without liability for resulting loss, provided that we take reasonable steps to notify you and rearrange the appointment where possible. If the event continues for an extended period, either party may cancel the affected booking without penalty, save for any charges already properly incurred.
We may update these Terms and Conditions from time to time. The version in force at the time of your booking will apply to that booking unless a change is required by law or agreed otherwise. If any provision is found to be unlawful or unenforceable, the remaining provisions will continue in full force and effect. No failure or delay by us in exercising any right shall operate as a waiver of that right.
Governing Law and Jurisdiction
These Terms and Conditions and any dispute or claim arising out of or in connection with them, whether contractual or non-contractual, shall be governed by and interpreted in accordance with the law of England and Wales. If you are a consumer, you may benefit from mandatory protections under applicable consumer law, and nothing in these terms is intended to remove or reduce those rights. If any matter cannot be resolved amicably, the courts of England and Wales shall have jurisdiction, although this does not affect any mandatory rights you may have to bring proceedings in another competent court.
By confirming a booking with Millbank Carpet Cleaners, you acknowledge that the service will be delivered in reliance on the information you provide and the conditions present at the time of attendance. These terms are intended to create a fair framework for the provision of a professional carpet cleaning service, balancing customer expectations with practical limits, legal obligations, and operational realities. If you do not agree to these terms, you should not proceed with the booking.
