Terms & Conditions

These Terms & Conditions apply to cleaning services offered by Pristine Carpet Cleaning & Upholstery to customers in London and surrounding areas.

They provide general information about how our services are quoted, arranged and carried out. Specific booking details may be confirmed separately by telephone, email, WhatsApp or another agreed method.

Customers should review the relevant quotation and these terms before confirming a booking.

Pristine Carpet Cleaning & Upholstery offers cleaning services for suitable carpets, rugs, upholstery and related fabric surfaces.

Depending on the requirements of the job, services may include:

Service availability depends on location, the material involved, the condition of the item and the cleaning requirements.

We may advise against a particular treatment where it appears unsuitable for the material or condition of the item.

Prices displayed on our website may be described as starting prices or indicative prices. The final quotation may depend on the requirements of the individual job.

Factors that may affect a quotation include:

• The number and size of rooms, carpets or upholstered items.
• The type of material and its cleaning requirements.
• The condition of the surface and level of soiling.
• The presence of stains, odours or areas requiring additional attention.
• Property location, access arrangements and other relevant job details.

Quotations are based on the information available when they are prepared. If the actual requirements differ materially from those originally described, we will discuss any proposed change to the service or price before proceeding.

Customers can contact us to request information, obtain a quotation or arrange a cleaning appointment.

Sending an enquiry through our website, telephone, email or WhatsApp does not by itself guarantee appointment availability.

A booking is confirmed when the service details, agreed price and appointment arrangements have been accepted by both parties.

Appointment times may occasionally need to change due to circumstances such as traffic, access difficulties, operational issues or events outside our reasonable control. We will communicate any necessary changes as appropriate.

Customers should ensure that the cleaning location is accessible at the agreed appointment time and that the areas requiring cleaning can be reached safely.

Please inform us in advance about any relevant access restrictions, parking arrangements, building rules or other circumstances that could affect the service.

Suitable working conditions may include reasonable access to the items being cleaned, appropriate lighting and any utilities required for the agreed cleaning method.

If the premises or working conditions present a significant safety concern, we may need to discuss alternative arrangements before work can proceed.

To help the appointment run smoothly, customers should provide accurate information about the cleaning requirements and any known issues affecting the surfaces or furniture.

Where practical, please:

• Remove small personal items and fragile belongings from areas to be cleaned.
• Inform us about existing damage, loose fittings or delicate materials.
• Mention any previous stain treatments, cleaning products or known fabric sensitivities.
• Keep children and pets away from active cleaning areas where necessary for safety.
• Discuss any furniture-moving requirements before the appointment.

Large, heavy or fragile furniture may require separate arrangements. Furniture moving should not be assumed to be included unless agreed in the service scope.

Professional carpet and upholstery cleaning can help remove certain types of dirt, soil and surface contamination. However, results vary depending on the material and its condition.

Factors that can affect the final appearance include:

• Fibre or fabric type.
• Age and general condition of the item.
• Existing wear, fading or discolouration.
• The nature and age of stains.
• Previous cleaning or stain removal attempts.
• The suitability of the available cleaning methods.

We do not promise that every stain, odour or mark can be completely removed or that an older item can be restored to its original condition.

Stain and odour treatment depends on the substance involved, the type of fabric, how long the problem has been present and whether previous cleaning products have been used.

Some stains may cause permanent colour changes or fibre damage. Certain odours may also originate below the visible surface or within underlying materials.

Please inform us of any known pre-existing damage, colour instability, loose seams, weakened fibres, previous chemical treatments or other relevant conditions before cleaning begins.

We may recommend a limited treatment, an alternative approach or no cleaning where a material appears unsuitable for the proposed process.

Drying times can vary depending on the cleaning method, fabric type, thickness, ventilation, temperature and humidity.

Where moisture-based cleaning is used, customers should follow any aftercare guidance provided and allow cleaned areas to dry appropriately before normal use.

For suitable carpets and upholstery, good ventilation may assist drying where practical and safe.

Any drying estimate is an estimate rather than a guarantee, as environmental conditions vary.

The agreed price and payment arrangements should be confirmed as part of the booking process.

Any applicable deposit, payment deadline or accepted payment method will be communicated before the customer commits to the booking.

If additional cleaning work is recommended during an appointment, any additional charge should be discussed and agreed before that work is carried out.

Customers should retain relevant booking confirmations and payment records for their reference.

If you need to cancel or reschedule an appointment, please contact us as soon as reasonably possible.

Any applicable cancellation or rescheduling terms, including any agreed charges, should be communicated clearly before a booking is confirmed.

Where a service contract is entered into at a distance or away from business premises, statutory cancellation rights may apply, subject to the relevant legal rules and exceptions.

If a customer asks for a service to begin during an applicable cancellation period, any required information, consent and acknowledgement must be handled in accordance with consumer law.

The agreed service scope is based on the information provided before the appointment.

If additional items, rooms, treatments or requirements arise, we will discuss whether the additional work can be carried out and any effect on the agreed price.

We will not treat additional paid work as authorised simply because it is identified during an appointment.

If a particular surface cannot be cleaned safely or appropriately, we will discuss the issue and available options.

We aim to provide cleaning services with reasonable care and skill, using methods considered suitable for the relevant material and circumstances.

Customers should make us aware of known existing damage or material sensitivities that could affect the cleaning process.

Any concern about damage allegedly caused during a service should be reported to us as soon as reasonably possible so the circumstances can be reviewed.

Our responsibility for any loss or damage will be determined in accordance with applicable law and the circumstances of the particular case.

If you have a concern about a completed cleaning service, please contact us with the relevant details.

Helpful information may include:

• Your name and contact details.
• The service address and appointment date.
• A description of the issue or concern.
• Relevant photographs, where appropriate.
• Any booking or quotation reference available.

We will consider the information provided and discuss an appropriate response in light of the circumstances and applicable consumer rights.

Customers should not be required to give up statutory rights in order to raise a complaint.

Where the customer is a consumer, applicable UK consumer protection law provides rights relating to the supply of services.

Under the Consumer Rights Act 2015, services must generally be performed with reasonable care and skill. Additional rights may apply depending on the circumstances.

If a service does not meet the applicable legal standard, consumers may have rights to an appropriate remedy, including repeat performance or a price reduction where the law provides for it.

Nothing in these Terms & Conditions is intended to exclude or restrict those rights.

We aim to keep the information on our website clear and up to date. However, service descriptions, prices and availability may change.

Website content is provided for general information. A confirmed quotation and booking agreement should establish the specific service details for an individual customer.

Images and descriptions on the website should not be interpreted as guarantees of identical cleaning results for every carpet, rug or upholstered item.

We may process personal information when customers contact us, request quotations or arrange cleaning services.

For more information about how personal information is collected, used and handled, please read our Privacy Policy .

If you have a privacy-related question, you can contact us using the details provided below.

These Terms & Conditions are intended to operate in accordance with the laws of England and Wales, subject to any mandatory legal protections that apply to the customer.

Nothing in this section removes any mandatory rights or protections available under applicable law.

For questions about these Terms & Conditions, a quotation or an existing cleaning booking, please contact Pristine Carpet Cleaning & Upholstery.