Nags Head Carpet Cleaners Terms and Conditions

These Terms and Conditions set out the basis on which Nags Head Carpet Cleaners provides professional carpet cleaning and related fabric-care services to domestic and commercial customers in the UK. By making a booking, you agree to these terms, together with any written quotation, service specification, or agreed amendments confirmed in writing. Please read them carefully before instructing a service, as they explain how bookings are made, how payment works, when cancellations may be charged, and the limits of our liability.

The term carpet cleaning service includes cleaning of fitted carpets, rugs, mats, and where specifically agreed, upholstered items and similar soft furnishings. Our services are provided with reasonable care and skill, in accordance with the Consumer Rights Act 2015 where applicable. These terms are designed to be fair and transparent, and they do not affect any rights that cannot lawfully be excluded under UK law.

In these terms, “we”, “us”, and “our” refer to Nags Head Carpet Cleaners, and “you” or “your” refers to the customer, whether an individual, landlord, tenant, managing agent, or business client. References to a booking include any order placed by phone, email, online form, messaging service, or other accepted method. Where a property manager or third party books on behalf of an occupier, that person confirms they have authority to do so.

Booking process begins when you request a quotation or service proposal and provide sufficient information for us to assess the work. This may include room sizes, floor coverings, access arrangements, stain concerns, previous treatment history, and any special requirements. Quotations are normally based on the information supplied at the time and may change if the scope of work differs on arrival. A booking is only confirmed once we accept the request and, where required, a deposit or card pre-authorisation is successfully completed.

We reserve the right to refuse or cancel a booking where access is unsafe, the requested work is outside our service scope, or the property conditions make the service impractical. Any estimated arrival time is approximate, as travel, traffic, prior jobs, weather, or unforeseen delays may affect scheduling. We will use reasonable efforts to notify you of material changes. If you fail to provide access within a reasonable period after our arrival, we may treat the appointment as cancelled and charge a call-out or wasted attendance fee where permitted.

It is your responsibility to ensure that the areas to be cleaned are reasonably clear of fragile objects, personal items, and obstacles before the appointment. We may move light furniture only if this has been agreed in advance and it is safe to do so. Heavy furniture, electronics, valuables, wall hangings, and any item that may be damaged by relocation should be removed or secured by you. Unless otherwise agreed, we do not disconnect appliances, lift fixed fittings, or move items requiring specialist handling.

Payments must be made in accordance with the price confirmed at the time of booking, or as adjusted if additional agreed work is carried out. Prices may be quoted as fixed fees, room-based rates, item-based rates, or on an hourly basis. Unless expressly stated otherwise, all prices are exclusive of any applicable VAT or other taxes. Any estimate is not a guarantee of final cost where the service requested, the condition of the textile, or the level of soiling materially differs from the information originally provided.

We may require a deposit for larger jobs, repeat visits, commercial work, or services scheduled during peak periods. Deposits are normally deducted from the final balance unless the booking is cancelled in a way that makes the deposit non-refundable under these terms. Full payment is due immediately on completion unless an invoice account has been agreed in writing before the work starts. Accepted payment methods may include bank transfer, debit card, credit card, and any other method we confirm as acceptable.

Where payment is not made on time, we may suspend further work, withhold non-essential reports, or charge reasonable recovery costs and statutory interest on overdue sums where allowed by law. If additional contamination, heavy staining, animal soiling, biohazards, or inaccessible areas are discovered during the appointment, we may revise the quotation before proceeding. We will explain any change in price clearly, and you may choose to decline the additional work, although already completed work remains chargeable.

Cancellations and rescheduling should be notified as soon as possible. If you cancel or move an appointment more than 48 hours before the scheduled arrival, we will usually reschedule without charge, unless a non-refundable deposit or special-order arrangement applies. Cancellations made within 48 hours may incur a cancellation fee, especially where we have reserved a time slot that could not reasonably be filled by another customer. Same-day cancellations or failure to provide access may be charged up to the full quoted amount where our loss cannot be mitigated.

If we need to cancel or postpone due to illness, equipment failure, adverse weather, staff availability, or other circumstances beyond our reasonable control, we will offer an alternative date or, if appropriate, a refund of any deposit paid for the affected appointment. We are not responsible for any indirect losses arising from a cancellation or postponement, such as loss of earnings, missed events, or alternative accommodation costs, unless those losses arise from our negligence and are recoverable under law.

For large or commercial carpet cleaning contracts, separate scheduling or notice terms may apply if stated in the quotation. Where a contract includes recurring visits, either party may end future visits by giving reasonable notice in writing, subject to payment for work already completed and any unavoidable costs incurred. We may also cancel or suspend services where we reasonably believe there is a safety risk, non-payment, harassment, or a material breach of these terms.

Liability is limited to the extent permitted by UK law. We will carry out each carpet cleaning job with reasonable care and skill, using suitable products and equipment selected for the type and condition of the textile where disclosed or reasonably apparent. However, cleaning does not guarantee complete stain removal, colour restoration, or full elimination of odours, as some marks may be permanent or may reappear due to underlying contamination. Pre-existing wear, shrinkage, dye bleed, pile distortion, fibre damage, or hidden defects can affect results and are not caused by the cleaning process.

We are not liable for damage caused by pre-existing faults, inadequate maintenance, unsuitable materials, moth damage, rot, mould, structural movement, or items that are improperly installed, fragile, or already compromised. We are also not responsible for loss or damage caused by your failure to disclose relevant information, including prior use of bleach, DIY stain treatments, water leaks, pet accidents, contamination, or previous professional treatment. Where you ask us to proceed despite our recommendation not to clean or to clean only with caution, you accept the increased risk associated with that instruction.

Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot be excluded under law. Subject to that, our total liability for any claim arising from a service, whether in contract, tort, or otherwise, shall not exceed the amount paid or payable for the specific service giving rise to the claim. We are not responsible for indirect, special, or consequential losses, including loss of profit, business interruption, or inconvenience, except where such exclusion is prohibited.

Waste regulations are observed in the handling, transport, and disposal of waste generated by our work. This includes wastewater, contaminated cloths, filters, packaging, and any residues produced during cleaning. We will take reasonable steps to ensure that waste is managed in a lawful and environmentally responsible manner in line with applicable UK requirements, including relevant environmental and duty-of-care obligations. Where specialist disposal is needed, such as after severe contamination or biohazard-related cleaning, additional charges may apply and will be discussed before work continues.

You must tell us in advance if the property contains materials that require special handling, including hazardous substances, asbestos, needles, biological contamination, or offensive waste. We do not undertake work that would require us to handle regulated hazardous waste unless specifically agreed and legally permitted. If such material is discovered unexpectedly, we may stop work immediately and seek further instructions. Any necessary disposal costs, treatment charges, or decontamination measures arising from undisclosed hazards may be added to your invoice where lawful.

Customer responsibilities include ensuring reasonable access to water, electricity, parking if required, and a safe working environment. You are responsible for securing pets, protecting delicate items, and advising us of any known access restrictions, alarm systems, or building rules. If you are a tenant, you should check whether you have the right to authorise the service and whether any landlord or managing agent approval is needed. By booking, you confirm that you have the necessary permission to arrange the work at the premises concerned.

We may take photographs before, during, and after the service for operational records, quality control, quotation support, and evidential purposes in the event of a dispute. Any such images will be handled in accordance with data protection obligations and used only for legitimate business purposes. We will not identify you publicly without permission. Any personal data provided to us in connection with a booking will be processed in line with applicable data protection law and retained only for as long as necessary for business, legal, or accounting purposes.

Claims and complaints should be raised promptly and, where possible, before the cleaning team leaves the property so that concerns may be assessed while the work is fresh. If a problem is reported later, you must allow us a reasonable opportunity to inspect the affected area or review suitable evidence. We may offer re-treatment, a partial refund, or another reasonable remedy where appropriate and where the issue is attributable to our service. This does not affect any statutory rights that may apply to consumers.

Force majeure events, including severe weather, fire, flood, transport disruption, civil emergency, industrial action, power failure, or similar circumstances beyond our control, may prevent us from performing or completing the service on time. In those circumstances we will use reasonable endeavours to rearrange the work or agree another fair solution. Neither party will be liable for delay or failure caused by such events, provided reasonable steps are taken to reduce the impact.

Variation of terms may occur from time to time. The version in force at the time your booking is accepted will apply to that booking unless a later written variation is agreed by both parties. If any provision is found to be invalid or unenforceable, the remaining provisions will continue in full force. A failure by us to enforce a right under these terms does not mean that right is waived, and any waiver must be confirmed in writing.

These terms, together with the accepted booking details and any written quotation, form the entire agreement between you and Nags Head Carpet Cleaners regarding the service supplied. You should ensure that any specific requirements are recorded before the appointment, especially where access times, parking, item movement, sensitive materials, or drying concerns are important. Oral statements not confirmed in writing may not be relied upon if they conflict with these terms.

We reserve the right to update pricing, procedures, and administrative arrangements for future bookings at any time. Any change will not affect services already booked unless required by law or agreed by both parties. The customer is responsible for checking that information supplied at booking remains accurate up to the appointment date, including contact details, access notes, and any warnings relevant to the cleaning process.

Governing law and jurisdiction are English law and the courts of England and Wales, unless you live in Scotland or Northern Ireland and mandatory local law requires otherwise. If a dispute arises, both parties should first try to resolve it in good faith and, where appropriate, use a fair and proportionate complaint process before starting formal proceedings. These terms are intended to comply with UK consumer and business law as applicable.

By making a booking with Nags Head Carpet Cleaners, you confirm that you have read, understood, and agreed to these Terms and Conditions. If you are uncertain about any part of the arrangement, you should raise your questions before the service begins so that the booking can be adjusted if necessary. Continued use of our carpet cleaning services will be treated as acceptance of the applicable terms for each separate booking.