Leaves Green Carpet Cleaners Terms and Conditions

These Terms and Conditions set out the basis on which Leaves Green Carpet Cleaners provides domestic and commercial cleaning services, including carpet, upholstery, rug and related fabric care. By making a booking, confirming an appointment, or allowing work to begin, the customer agrees to these terms. For the purposes of these Terms and Conditions, references to “we”, “us” and “our” mean Leaves Green Carpet Cleaners, while “you” and “your” mean the person or business ordering the service.

These terms are intended to be fair, clear and consistent with applicable UK consumer and business law. They apply to all services unless we agree otherwise in writing. Any variation must be confirmed by us in writing before the service takes place. If any part of these terms is found to be invalid or unenforceable, the remaining provisions will continue in full force.

Nothing in these terms affects your statutory rights under UK law. Where a service is provided to a consumer, the Consumer Rights Act 2015 and any other applicable legislation may apply. Where the service is arranged for a business, the contract will be interpreted according to the agreed scope of work and these conditions, unless otherwise expressly agreed.

1. Booking Process

A booking with Leaves Green carpet cleaners is usually made after an enquiry, site assessment, or a preliminary discussion about the required work. During the booking process, we may ask for details such as the type of flooring or fabric, room sizes, staining, access arrangements, parking restrictions, water supply, and any special conditions that may affect the service. Any quote given before inspection is based on the information provided at that time and may change if the actual condition or scope differs from the description supplied.

When you accept a quotation or confirm a time slot, you are making an offer to contract on the basis of these Terms and Conditions. A contract is formed only when we confirm the booking, whether verbally, in writing, or by electronic message. We reserve the right to decline a booking, reschedule, or adjust the method of service if the site conditions present health, safety, or operational concerns.

It is your responsibility to ensure that the premises are ready for the appointment. This includes removing small or fragile items from the work area, providing access to the relevant rooms, and advising us in advance of any known issues such as weak flooring, hidden damage, untreated stains, recent flooding, pet contamination, mould, or infestation. If furniture must be moved, you should tell us in advance, as some items may be too heavy, too delicate, or unsuitable to move. We may refuse to move certain objects where doing so could cause damage or injury.

2. Service Scope and Customer Obligations

Our services are provided with reasonable care and skill, using methods and products appropriate to the item, surface, and condition involved. However, results can vary depending on fibre type, previous wear, age, pre-existing damage, staining, colourfastness, and environmental factors. As a result, no particular outcome can be guaranteed unless we have expressly stated one in writing.

You must give us accurate information about the property, the materials to be treated, and any risks that could affect performance or safety. If you fail to disclose relevant facts and this leads to additional work, delay, damage, or the need to abandon part of the service, we may charge for the time spent and any reasonable extra costs. We may also suspend the work if we believe the service would not be suitable in the circumstances.

You agree to secure valuables, confidential documents, cash, jewellery, fragile goods and any items you do not want disturbed before the appointment begins. Although our team will act carefully, we are not responsible for items left in the working area unless the loss or damage is caused by our negligence. If children, pets or other occupants are present, you must ensure they are kept safe and away from the work area while the service is in progress.

3. Pricing and Payment

Prices may be quoted as fixed fees, estimated fees, or hourly charges depending on the nature of the work. Unless stated otherwise, all prices are quoted in pounds sterling and may be subject to VAT where applicable. A quotation is valid only for the period stated in the quote, or if no period is stated, for a reasonable period based on market conditions and availability.

Payment terms will be confirmed at the time of booking or on the invoice. We may require a deposit to secure the appointment, particularly for larger or time-sensitive bookings. Any deposit paid may be non-refundable in limited circumstances where this is clearly stated in advance and is reasonably necessary to protect our business from loss arising from late cancellation or non-attendance.

The balance is normally due on completion of the service unless we have agreed credit terms in writing. We may accept payment by bank transfer, card, or another method that we specify from time to time. If payment is not received when due, we reserve the right to charge statutory interest and compensation where permitted by law, together with reasonable costs incurred in recovering the debt. We may also suspend further work until all outstanding sums are paid.

4. Cancellations, Rescheduling and Non-Attendance

If you need to cancel or reschedule, you should notify us as soon as possible. We understand that plans can change, but short-notice cancellations can cause loss of business and wasted travel time. For that reason, cancellation charges may apply where notice is insufficient, especially where a team has already been allocated, materials prepared, or travel arranged.

Unless we agree otherwise, if you cancel within 24 hours of the appointment time, or if we are unable to complete the service because access is not available, the property is unsuitable, or you are not present when required, we may charge a reasonable fee to cover our costs and lost time. This may include a call-out charge or a proportion of the agreed price. Where a deposit has been taken, it may be retained to the extent permitted by law and by the booking terms.

If we need to cancel or reschedule due to illness, vehicle problems, adverse weather, equipment failure, safety issues, or other circumstances beyond our reasonable control, we will aim to contact you promptly and offer an alternative time. We will not be liable for indirect loss arising from a necessary change of appointment, provided we act reasonably and in good faith.

5. Delays, Access and Site Conditions

Timings are given as estimates unless we have expressly agreed a fixed arrival or completion time. Traffic, weather, previous job overruns and site conditions may affect arrival. We will make reasonable efforts to attend within the expected window, but we are not liable for minor delays where we have taken appropriate steps to keep you informed.

You must ensure that access is available and safe for our staff, including entry to the premises, parking where needed, and access to water, electricity or other facilities that are reasonably required to deliver the service. If access is delayed or denied, the appointment may be shortened, rescheduled, or treated as a cancellation at our discretion, depending on the circumstances.

If the site contains hazards such as exposed wiring, unstable fixtures, slippery surfaces, unsafe stairs, aggressive animals, or other risks, we may stop work immediately until the issue is resolved. We are under no obligation to proceed where doing so could compromise safety, damage property, or breach applicable legal requirements.

6. Liability and Limitations

We will exercise reasonable skill and care in performing the services, but our liability is limited to losses that are directly caused by our proven negligence or breach of contract. We do not exclude liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be excluded under UK law.

Natural variation in carpets, fabrics and other treated materials is not a defect. This includes pre-existing wear, pile distortion, shading, watermarking, colour loss, fibre abrasion, shrinkage risk, residual odour, or changes caused by age and prior cleaning history. We are not responsible for pre-existing conditions, hidden defects, weak seams, unstable dyes, previous improper cleaning, or deterioration that becomes apparent during or after the treatment. Where specialist testing or alternative methods are advisable, we may recommend them, but the decision to proceed remains subject to the condition of the item.

To the fullest extent permitted by law, we will not be liable for loss of profit, loss of business, loss of opportunity, goodwill damage, or any indirect or consequential loss. Where liability is established, our total financial responsibility for any one claim will not exceed the total amount paid or payable for the service giving rise to the claim, except where a higher limit is required by law. Nothing in these terms reduces your rights as a consumer in relation to services that are not carried out with reasonable care and skill.

7. Chemicals, Treatments and Customer Approval

We may use cleaning agents, stain treatments, deodorising products, or protective solutions that are suitable for the surface and purpose involved. You should tell us in advance about allergies, sensitivities, pet concerns, or product restrictions. While we choose products intended to be safe when used correctly, some materials may still react unpredictably. Any customer-specific product requirement must be agreed before the appointment.

Where specialist treatment is requested, including stain removal, sanitising, or protective application, the service is provided on a best-efforts basis unless a specific result has been guaranteed in writing. We may decline to treat certain stains or materials if there is a material risk of damage. If you instruct us to proceed against our recommendation, you accept the associated risk so far as the law allows.

You acknowledge that drying times can vary and that ventilation, humidity, temperature and fabric density can affect the final outcome. We are not responsible for issues caused by premature use of the treated area, including re-soiling, marking, compression, or transfer of cleaning residues due to contact before the surface has fully dried.

8. Waste Regulations and Environmental Compliance

We operate in accordance with applicable UK waste and environmental requirements, including the proper handling of wastewater, contaminated materials, used cloths, packaging and disposable items arising from the service. Any waste generated during the work will be managed responsibly and, where relevant, removed, stored, transferred or disposed of through appropriate channels in line with legal obligations. We may not be able to carry away all waste from a site unless this has been agreed in advance.

If the service involves contaminated materials, heavy soiling, pet waste, bodily fluids, mould, or other hazardous or potentially hazardous substances, you must inform us before the appointment. Such conditions may require specialist handling, additional equipment, or refusal of service. We may stop work if we discover contamination that was not disclosed and that presents a health, safety or compliance issue.

You must not request any disposal action that would breach environmental law, waste carrier rules, local restrictions, or duty-of-care requirements. Where waste transfer documentation is required, we will provide or retain records in accordance with our legal obligations. By booking our service, you agree to cooperate with reasonable measures needed to ensure lawful and responsible waste management.

9. Complaints and Remedial Work

If you believe there is an issue with the service, you should notify us within a reasonable time after completion and before arranging any third-party intervention, if possible. This allows us to inspect the matter and, where appropriate, offer a remedy. We may request photographs, further information, or access to the affected area in order to assess the complaint properly.

Where a service is found to be unsatisfactory because we did not use reasonable care and skill, we may at our discretion return to rectify the issue, offer a partial refund, or take another reasonable corrective step. We will not be obliged to remedy a problem caused by factors outside our control, including pre-existing damage, misuse, poor ventilation, incorrect aftercare, or failure to follow our instructions.

If we and you cannot resolve a dispute informally, either party may pursue the matter through the appropriate legal channels. Nothing in this section prevents either side from seeking urgent relief where necessary, or from relying on any rights and remedies available under law.

10. Force Majeure

We are not responsible for delay or failure to perform any obligation where the delay or failure arises from events beyond our reasonable control. This may include severe weather, fire, flood, epidemic, power failure, industrial action, transport disruption, supply shortages, government restrictions, or other unforeseen events.

In such circumstances, our obligations will be suspended for the duration of the event. We will take reasonable steps to minimise disruption and to reschedule the service where practical. If the event continues for an extended period, either party may agree to cancel the affected booking without further liability, except for sums already due for work properly carried out.

Force majeure does not apply to payment obligations for services already completed, nor does it limit any statutory rights that cannot be excluded by agreement.

11. Governing Law and Jurisdiction

These Terms and Conditions, and any dispute or claim arising from or in connection with them, shall be governed by and interpreted in accordance with the laws of England and Wales. If the service is supplied in Scotland or Northern Ireland, mandatory local consumer or contractual rules may apply to the extent required by law, but the overall contract shall still be interpreted consistently with the agreed legal framework where lawful to do so.

The courts of England and Wales shall have non-exclusive jurisdiction over any dispute arising from these terms, subject to any rights you may have under applicable consumer legislation to bring proceedings in another competent court. We encourage all parties to resolve issues fairly and promptly before starting formal proceedings.

By booking with Leaves Green Carpet Cleaners, you confirm that you have read, understood and accepted these Terms and Conditions. If you have any questions about the scope of the service or the meaning of any clause, you should raise them before the appointment is confirmed. Continued use of our services after any update to these terms will be treated as acceptance of the revised version, unless a different arrangement has been agreed in writing.