Terms & conditions

These Terms and Conditions ("Terms") govern the cleaning services we provide to you, and are made with Redmarsh Property Maintenance Limited (Company No. 17451573), ("Company", "we", "us", or "our"), a company registered in England and Wales.

We trade as Aquapro Carpet Cleaning Essex. Our registered office and postal address is Unit 14, Olympic Business Centre, Paycocke Road, Basildon, Essex SS14 3ET.

"You" means the person or organisation named as the customer on the booking confirmation. A consumer is an individual acting wholly or mainly outside their trade, business, craft or profession. A business customer is any customer who is not a consumer. You can be a consumer even where the work is at premises described as commercial, and wherever you are a consumer the consumer provisions in these Terms take priority. Domestic work means work booked by a consumer; commercial work means work booked by a business customer.

The work means the cleaning we have agreed to carry out for you, as set out in your quote and booking confirmation. A visit means one attendance at your premises to carry out some or all of it: a one-off job is normally a single visit, and a recurring arrangement is a series of them. The distinction matters because some charges and notice periods apply to a visit and others to the work as a whole, and these Terms say which. A re-clean means the guarantee in clause 8.1. A working day is Monday to Friday, excluding public holidays in England; other references to days mean calendar days.

By booking our services, you agree to be bound by these Terms. Please read them carefully before making a booking.

1. Services

1.1 Service description

We provide professional interior carpet cleaning services including:

• Carpet cleaning
• Stain removal
• Commercial carpet and carpet-tile cleaning, with office chairs alongside

1.2 Service area

We provide services across Essex and East London. Availability may vary by location, and we will tell you before you book if your address is outside the area we cover.

1.3 Quotes

The figure our online form shows you as you build a job is an estimate, worked out in your browser from the quantities you enter. Your quote is the figure we then send you, priced from our own rate card, and that is the one that is fixed. All quotes are free and are valid for 14 days from the date we issue them. If you book within those 14 days, we honour the price we quoted, even if our prices have changed in the meantime.

Quotes are based on the information you give us. If the actual size, condition or accessibility of the work differs significantly from what was described, we will tell you before starting and agree any change to the price with you. You are free to decline and pay nothing.

We may change the services we offer, the areas we cover and our prices at any time. Those changes apply to new quotes only — never to a quote already in your hands, and never to a booking already made. Before you have accepted a quote, we may withdraw it if we no longer offer that service, no longer cover your address, or the information it was based on turns out to be wrong; we will tell you as soon as we can and explain why.

If we stop offering a service after you have booked it, we will tell you as soon as we can and either offer you a suitable alternative or cancel the booking and refund anything you have paid in full. You will not be charged a cancellation fee in that situation.

1.4 Commercial quotes and pricing

Commercial work is quoted per job. The rates we publish for commercial work — our per-square-metre rates, our contract rates and our minimum visit charge — are the rates we start from, not a fixed price list. The price we quote may be higher or lower, and may include or exclude items, depending on the site, the fibre and construction, the condition of the floor, access and parking, the hours we must work, security, induction or supervision requirements, the equipment and products needed, the frequency of visits and the size of the commitment.

Your quote states what is included; anything not stated is not included. It is valid for the period stated on it, or 14 days if no period is stated.

Once you accept a quote, that price is fixed for the work it describes. If the site or the work turns out to differ materially from what we were told, or from what we saw at survey, we will tell you before starting, explain the difference and give you a revised price. You are free to decline it and pay nothing for work not yet done.

Additional work outside the quote is charged only where your authorised contact has agreed it with us in advance.

For recurring or contract work we may review the price once in any 12-month period by giving you 30 days' written notice. If you do not accept the revised price you may end the arrangement before it takes effect.

2. Bookings

2.1 Making a booking

Bookings can be made by phone, email, or through our website, whether the work is domestic or commercial. A booking is confirmed when we have agreed a date, a time and a price with you. For commercial work the price is the quote issued under clause 1.4, and you can accept it by phone, by email or through our website. We confirm the booking back to you, normally by email, so that both of us have a record of what was agreed.

2.2 Access

You must ensure we have clear access to the areas to be cleaned at the agreed time. If we cannot get access, or nobody is there to let us in, we may charge the minimum visit charge for the wasted journey — £80 for domestic work and £120 for commercial work.

2.3 Preparation and parking

Before we arrive, you must:

• Remove fragile items from the cleaning area
• Ensure water and electricity are available
• Tell us about any known issues or fragile areas
• Arrange parking for one van close to the property, and tell us if a permit, a bay suspension, a meter or a congestion or emission charge applies

Where parking at your address costs money, you either arrange it or reimburse what we actually pay. We tell you the amount before the visit wherever we can, and we never add it afterwards without telling you.

2.4 Working without you there

You do not have to be there, and we work unattended regularly. The condition walkthrough in clause 6.2 is easier in person, but it is not a requirement.

If nobody will be there, you must agree all of the following with us before the visit:

• Your contact for the visit: the name and phone number of someone over 18 we can reach while we are on site
• How we get in, and how the property is secured when we leave
• Where the water and power are, and anything we must not touch or move
• Confirmation that pets are secured or out of the property
• Anything in clause 6.1 you would otherwise have told us on the doorstep

Your contact for the visit is the domestic equivalent of the site contact in clause 6.4. They do not have to be at the property, only reachable while we are there, and we may treat their decisions about access and about the work as given with your authority. Tell us if they change.

Where we work unattended:

• We photograph the condition before and after, as clause 6.5 requires in any event. We do not always send them, but ask and we will
• If we find something that needs a decision — an area we would decline under clause 6.2, or a stain we do not think will shift — we call your contact before starting that part. If we cannot reach anyone, we clean what is plainly safe to clean, leave the rest, and charge only for what we did
• We leave the drying advice in clause 5.4 in writing
• Payment moves to our invoice terms in clause 4.3, because there is nobody there to pay on the day

If we cannot get in at the agreed time, or the access arrangements do not work, we may charge the wasted-journey charge in clause 2.2 — £80 for domestic work and £120 for commercial — because the slot and the journey have gone either way.

3. Cancellations and rescheduling

3.1 Cancellation by you

You may cancel or reschedule your booking free of charge with at least 48 hours' notice. With less than 48 hours' notice we may charge the minimum visit charge — £80 for domestic work — because at that point the slot is reserved and cannot realistically be filled. That is the whole charge; we do not charge a percentage of the job on top. If you are a consumer, this clause applies only after your 14-day right to cancel under clause 3.4 has ended.

3.2 Cancellation by us

We may cancel or reschedule a booking because of equipment failure, illness, or other circumstances beyond our reasonable control. We will give you as much notice as we can and offer an alternative date. If you do not want an alternative date, we will refund anything you have paid in full.

Where something beyond our reasonable control stops us working for more than 30 days, either of us may end the booking or a recurring arrangement in writing. Nothing further is payable beyond work already carried out, and we refund anything you have paid for work not done.

3.3 Weather conditions

Weather that makes the work unsafe or impractical is one of the circumstances in clause 3.2. We reschedule rather than cancel, neither of us pays a cancellation charge, and the price stays as quoted.

3.4 Your 14-day right to cancel (consumers)

If you booked by phone, email or through our website, you have 14 days from making the booking to cancel for any reason, and we will refund anything you have paid.

If you ask us to carry out the work inside those 14 days, you keep the right to cancel until the work is finished, but you agree to pay for what we have already done, in proportion to the full price. Once the work is complete you lose the right to cancel it.

To cancel, tell us by phone or email — no particular form of words is needed. It is enough that you send it before the 14 days are up: you do not have to wait for us to acknowledge it, and the time of day you send it makes no difference. This right sits on top of the cancellation arrangements in clause 3.1: while it still applies, the short-notice fee in that clause cannot be charged.

3.5 Commercial bookings: cancellation, rescheduling and abortive visits

This clause applies where you are a business. The 14-day right in clause 3.4 is a consumer right and does not apply to you.

Notice. Please give us at least five working days' notice to cancel or move a booked visit. With less than five working days' notice we may charge up to 50% of the quoted price, and we will always tell you before we invoice it. The notice period is longer than it is for domestic work because a commercial visit, an out-of-hours one especially, reserves a slot we set aside for you and staff to cover it.

Abortive visits. If we arrive at the agreed time and cannot start — the premises are locked, nobody is there to let us in, the areas are not clear, the access, permit or induction arrangements in clause 9.4 are not in place, or the site is not safe to work in under clause 9.7 — we may charge the commercial minimum visit charge of £120 for the wasted journey, and we will agree a new date with you. Where we can carry out part of the work we will, and we charge only for what we did.

Recurring and contract work. Either of us may end a recurring arrangement by giving 30 days' written notice, with no penalty either way. Individual visits inside the arrangement can be moved on the notice above. Ending the arrangement does not affect invoices already raised or work already carried out.

Who can cancel. We will act on a cancellation or a change from any of your named site contacts under clause 6.4, and we will confirm it back to you in writing so there is no doubt about what was agreed.

If we cancel or move a commercial visit, clause 3.2 applies: as much notice as we can give, an alternative date, or a full refund of anything you have paid.

3.6 Model cancellation form (consumers)

You do not have to use this form — a phone call or an email saying you want to cancel is enough — but you are entitled to it, so here it is. Copy it, fill it in and send it to admin@aquaprocarpetcleaning.com, or post it to the address in section 13.

4. Pricing and payment

4.1 Pricing

Prices are quoted in pounds sterling. Our minimum charge for a domestic visit is £80, and for a commercial visit £120. Domestic prices may vary with the size, condition and accessibility of the area to be cleaned; we agree any change with you before we start, as set out in clause 1.3. Commercial work is quoted per job under clause 1.4.

We are not currently registered for VAT, so no VAT is added and the total for your agreed work is fixed before we arrive.

If we become registered for VAT, VAT at the rate then in force will apply to work carried out on or after our registration date. Prices quoted to consumers will include VAT. Prices quoted to business customers are exclusive of VAT, and VAT will be shown separately on the invoice. Where you accepted a quote before our registration date and we carry out the work afterwards, we will honour the total we quoted you. If the rate of VAT changes, the rate in force at the date of supply applies.

4.2 How and when you pay

Payment is due on completion of the work unless we have agreed invoice terms with you in writing. We accept cash, debit and credit cards including American Express, and bank transfer. If you pay part of the price on the day, we invoice the balance on these terms — for example, if £250 of a £300 job is paid in cash, we invoice the remaining £50.

We do not take deposits or payment in advance. Payment falls due when the work is finished, or on the invoice terms in clause 4.3 where we have agreed those with you.

We may agree in writing to take a payment in advance in a particular case — on a large commercial project, for example, or where your own procurement process requires it. That is the exception rather than how we normally work, we will set it out in writing before you commit, and if we then cannot carry out the work we refund it in full.

4.3 Invoice terms

Where we invoice you, payment is due within 30 days of the invoice date. Each invoice shows the work, the amount, the due date, our bank details for payment by transfer, and a secure link to pay by card. Invoices cover both whole jobs and any balance left after a part payment.

4.4 Late payment — business customers

If you are a business, interest and compensation on an overdue invoice are governed by the Late Payment of Commercial Debts (Interest) Act 1998. Interest runs from the day after the due date at 8% a year above the Bank of England base rate, and we may also claim the fixed compensation the Act allows for each late invoice — £40 for a debt under £1,000, £70 for a debt of £1,000 or more but less than £10,000, and £100 for a debt of £10,000 or more — together with any reasonable costs of recovery above that sum.

4.5 Late payment — consumers

If you are a consumer, we may charge interest on an overdue invoice at 4% a year above the Bank of England base rate, running from the day after the due date until payment, together with any reasonable costs we actually incur in recovering it. Nothing in this clause affects your legal rights.

4.6 Recovery

If an invoice is still unpaid 40 days after its date, we may refer the debt to a debt collection agency or take court action to recover it, and we will share the information needed to do so as described in our Privacy Policy. Where the law requires it we will write to you first and give you the time to respond that the Pre-Action Protocol for Debt Claims allows.

4.7 Our discretion, and any agreement to hold off

Interest and compensation under clauses 4.4 and 4.5 accrue automatically from the day after the due date. Whether we claim them is our decision, and we may decide differently from one invoice or customer to another.

We may agree in writing to hold off claiming interest and compensation if you pay the outstanding amount by a date we set. If you pay by that date, we will not pursue them. If you do not, the agreement lapses and everything that has accrued becomes payable, along with any further interest.

If we do not claim interest or compensation on an invoice, that does not waive our right to claim them on that invoice later, or on any other invoice, and it does not affect any statutory entitlement we have.

4.8 Disputed invoices

If you think an invoice is wrong, tell us within 14 days of its date and we will put it right or explain why we disagree. Interest does not run on any part of an invoice that is genuinely in dispute, but the undisputed balance remains payable on time.

4.9 Overdue accounts

We may decline further bookings, and suspend the guarantee in clause 8.1, while an invoice remains overdue.

4.10 Additional charges

Stain and spot treatment and deodorising are included in every quote. Commercial work booked outside normal hours may be priced differently, and any difference is shown in your quote before you book. The only amounts that can be added to a quoted price are:

• A revised price where the work turns out to differ materially from what we were told — particularly heavy soiling, for example — agreed with you before we start under clause 1.3 or 1.4. You are free to decline and pay nothing for work not yet done
• Parking costs at your address, as set out in clause 2.3
• The wasted-journey charge in clause 2.2 where we could not get in

Nothing is added after the work without you having agreed it first.

5. Our responsibilities

5.1 Standard of work

We will:

• Carry out all work with reasonable care and skill
• Use professional equipment and cleaning products
• Treat your property with respect
• Leave the work area clean and tidy

5.2 Insurance

We carry £5 million of public liability insurance. A copy of the certificate is available on request. How we handle a claim is set out in clause 7.3.

5.3 Results

While we aim for excellent results, we cannot guarantee the removal of every stain. Some old, set-in or chemically altered stains are permanent, and some fibres and dyes limit what cleaning can achieve. We will always give you honest advice about what is realistically achievable before we start, and where we identify something as unlikely to improve we record it and tell you, as set out in clause 8.1. Where we have expressly said that a particular stain will come out and it does not, the guarantee in clause 8.1 applies to it exactly as it does to any other area.

5.4 Drying times

Most carpet is walk-on dry within 30 to 90 minutes. Walk-on dry means you can walk on it; it may still feel slightly damp. Thick or dense pile, natural fibres such as wool or cotton, and anything that holds a lot of water can take one to two days to dry fully.

Please ventilate the room, keep foot traffic light, and leave furniture off the area until it is dry. Replacing furniture or walking on a damp carpet can mark it or leave indentations, and that is not covered by the guarantee in clause 8.1.

Occasionally a mark reappears as a carpet dries, as moisture draws residue up through the pile. This is normal and we will re-treat it under the guarantee — just tell us.

5.5 Who carries out the work

The work is normally carried out by our own team.

If we cannot attend — through illness, staff changes, equipment failure or anything else — we will offer you an alternative date, or cancel and refund you in full under clause 3.2.

Sometimes we may instead bring in another cleaning business we work with. Which of the two arrangements below applies depends on whether you have already booked, and we will tell you which one it is before anything is agreed:

• As our subcontractor — where you have already booked with us. We keep the contract with you, we remain responsible to you for the work and for these Terms, and you deal only with us. We use only businesses we have vetted, who work to these Terms and carry their own public liability insurance. At commercial premises we will not use a subcontractor without your agreement.
• As an introduction — where you have not yet booked with us. We tell you that we cannot do the work and put you in touch with another business. If you go ahead, your contract is with that business and not with us, they invoice you directly, and we are not responsible for their work or for anything they charge you. We will say plainly that this is what is happening, and whether we receive anything for the introduction.

5.6 What our people can commit us to, and what happens if we get something wrong

Everyone who attends for us works to these Terms and to our own methods. Whoever is on site can agree access, timing and the practical arrangements for the visit. They cannot change your price, the scope of the work, or what the guarantee covers — those change only when we confirm the change to you in writing under clause 11.4. If you are told something on site that would change any of them, ask for it in writing before relying on it.

If anything we tell you, or anything said to you by someone attending for us, turns out to be wrong, tell us. We will correct it in writing promptly, and where you have already acted on it we will put you back in the position you should have been in — which may mean honouring what you were told, adjusting the price, or redoing work at our cost.

If you are a consumer, what we tell you about the work or about us can form part of your contract even if it was said rather than written, and nothing in these Terms changes that. If you are a business customer, clause 11.6 applies to statements made before the contract.

6. Your responsibilities

6.1 What you agree to

You agree to:

• Provide accurate information about the areas to be cleaned
• Inform us of any known damage or fragile areas
• Ensure safe access to all work areas
• Secure pets during our visit
• Remove valuable or fragile items from the immediate work area
• Be there if you can, or arrange access as set out in clause 2.4

You need the authority to arrange access and the agreed cleaning at the premises. This does not ask you to waive anyone else’s rights or to guarantee another person’s payment.

6.2 Areas and items we may decline to clean

We inspect the areas to be cleaned when we arrive and point out anything of concern. We may decline to clean, or to clean within a stated distance of:

• Existing damage, loose or lifting seams, delamination, splits, burns or previous repairs
• Areas affected by water damage, contamination, mould or pet fouling beyond the scope of a standard clean
• Fibres and constructions that professional cleaning can harm, including sisal, jute, coir and similar natural fibres, unstable dyes, and loose-laid or inadequately fixed carpet
• Anything where cleaning would create a safety risk to you, to us or to your property

If we decline, we will explain why, adjust the price so you are not charged for work we have not done, and record the decision. If you ask us to proceed after we have advised against it, we will do so only where it is safe, and we are not responsible for that pre-existing condition worsening as a result. This does not limit our responsibility for damage caused by our own negligence.

6.3 Furniture

We will move small, easily shifted furniture where it is safe to do so. We do not move electrical items, beds, pianos, antiques, items with contents inside, or anything too heavy or awkward to move safely. Please clear what you would like cleaned underneath before we arrive. Where we do move furniture we take reasonable care and use appropriate protection, and we agree with you before cleaning which items stay put and what that means for the areas we can reach.

6.4 Commercial site contacts and authority

For commercial work you must give us at least one named primary site contact before we attend, and preferably two, each with a direct phone number and email address. Tell us if they change.

We may treat instructions from a named contact — approving additional work, confirming access, or signing off completed work — as given with your authority, and you agree to be bound by them. If anyone else on site asks us to carry out additional work, we will check with your named contact before doing it.

If you require a purchase order number on our invoice, give it to us before we start. The absence of a purchase order does not change when payment is due under clause 4.3.

Where you send us a purchase order, a works order or your own terms of business, these Terms still govern the work unless we have agreed to something different in writing and signed it. Quoting your purchase order number on our invoice so that it reaches your accounts system is not us accepting your terms.

Whoever books the work is our customer and is responsible for paying for it, even where the work is carried out at premises belonging to or occupied by someone else. We will invoice a third party only where we have agreed that in writing, and the person who booked the work remains responsible for payment if that third party does not pay.

6.5 Photographs and video

We photograph, and sometimes film, the areas we clean, before and after, on every job. Those images are our record of the condition we found and the work we did, and they protect both of us if a question arises later. We cannot carry out the work without them, so if you do not want us to take them, tell us before we start and we will not proceed with the work.

We may also use before-and-after images of the carpet itself in our marketing — on our website, in advertising and on social media — unless you tell us not to. That use is entirely separate from the work record above, and it is anonymous:

• A marketing image shows the carpet and nothing that identifies you, your household or your address. We never include people, faces, house numbers, street views, personal possessions, documents, artwork or family photographs, and we crop or obscure anything of that kind that appears. We do not name you, and we do not say where the job was beyond the town or area.
• You can opt out at any time — when you book, on the day, or after we have published something — by phone or email, and you do not need to give a reason. We record it on the job, we do not use the images in marketing, and we remove copies from anywhere we control as soon as we reasonably can. Opting out makes no difference to your service, your price, your guarantee or your legal rights. We still take the work-record photographs described above, because those are how we evidence the condition we found and the work we did.
• We tell you about this in the email that carries your quote or confirms your booking, so that you can say no before we attend.
• At commercial premises we use images in marketing only with your permission — given in person, by phone or by email, and recorded on the job — and never where they show people, pupils, residents, confidential information or building security.

We do not always send the images over, but they are yours to see. Ask at any time and we will send you the ones from your job. They form part of your customer record, so your right of access under data protection law covers them too, and we answer that within one month. Our Privacy Policy explains how long we keep images, how to opt out of marketing use, how to object to our use of work records, and how to make an access request.

6.6 Keys, alarm codes and out-of-hours access

Where you give us keys, fobs, access cards or alarm codes, we keep them secure, use them only to carry out the work you have booked, and return them when the work or the contract ends. Please tell us who to contact if an alarm activates. We are not responsible for the cost of an alarm response where the cause is a fault in the system or the information we were given.

7. Damage and liability

7.1 Pre-existing damage, and damage the cleaning reveals

We inspect and test before choosing a method, and we record any damage, wear or weakness we find on arrival and point it out to you. We are not responsible for a pre-existing condition, or for it becoming more visible during or after cleaning.

Soiling hides things. Once it is removed, a carpet can show a condition that was there all along and that no inspection through the dirt could have found — bleach or chemical marks, sun fading, dye damage from pet urine, worn or crushed pile, an old repair, a failed seam, adhesive or latex breakdown underneath, or moth damage. Where a condition already existed and the cleaning only made it visible, that is not damage we caused, and it is not a cleaning result covered by the guarantee in clause 8.1.

That is a distinction, not a disclaimer. We remain responsible where our method or our work caused the condition or made it worse, and where a reasonable inspection and test should have found it and we did not tell you. Recording a condition, or you agreeing that we go ahead, does not excuse our breach, our negligence or an unsuitable method. The before-and-after photographs we take under clause 6.5 are how both of us can tell which of these it was, which is why we take them on every job.

7.2 Telling us about damage

If you think we have damaged something, tell us as soon as you can and ideally within 72 hours, with photographs where possible, so that we can see it before anything changes. Reporting later does not remove your legal rights, but it may make a claim harder for both of us to resolve. Take reasonable steps to prevent further damage where it is safe to do so; you do not have to delay urgent protective action while waiting for us.

7.3 Our liability

Nothing in these Terms limits our liability for death or personal injury caused by our negligence, for fraud, or for anything else that cannot lawfully be limited.

If we damage your property through our negligence, we will put it right. We will handle a valid claim through the public liability insurance described in clause 5.2, covering repair, or replacement on a like-for-like basis where repair is not possible. We are not responsible for the pre-existing conditions described in clause 7.1, because those are not damage we caused.

If you are a consumer, that is the whole of it. We do not exclude or limit any category of loss beyond the paragraph above, and your rights under the Consumer Rights Act 2015 are unaffected by anything in these Terms.

If you are a business, two limits apply. We are not liable for indirect or consequential loss, including loss of profit, revenue, business, contracts or anticipated savings. Our total liability arising out of or in connection with the work is limited to £5 million, matching the cover in clause 5.2. Neither limit applies to the matters in the first paragraph of this clause, which cannot lawfully be limited.

8. Guarantee, complaints and refunds

8.1 Our free re-clean guarantee

If you are not happy with an area we have cleaned, tell us within 14 days and we will return and re-clean that area free of charge. The guarantee is a further clean of the affected area at no cost to you. You do not have to show that we did anything wrong: if the result on an area we cleaned is not what you expected, and it is not one of the things listed below, we come back and clean it again.

This is our only cleaning guarantee and it covers everything we clean. It applies the same way whether you are unhappy with an area, with an individual item, or with a specific stain we said we would remove: tell us within 14 days and we return and re-clean it free. There is no separate stain guarantee and no different set of conditions for one.

It is in addition to your legal rights and does not replace, measure or limit them. In particular, your statutory right to have work carried out again is not capped at one attempt, and no time limit in these Terms can remove it.

The guarantee does not cover:

• Stains, marks or areas we identified before starting as unlikely to improve, or as needing specialist treatment, where we recorded that and told you before we began
• Items or areas we advised against cleaning, where you asked us to proceed anyway
• Anything we declined to clean under clause 6.2
• New soiling, spills or wear occurring after our visit
• Marks or indentations caused by replacing furniture or walking on the area before it dried, as described in clause 5.4
• Damage, wear, fading or defects, rather than cleaning results

Before we start, we may tell you that the guarantee will not apply to a particular item, area or stain, and why. We will always say so before beginning that work, never afterwards, and we record it on the job so that both of us have the same account of what was agreed.

8.2 Complaints

Tell us about a complaint by email to admin@aquaprocarpetcleaning.com, by phone on 01268 225511, or by post to the address in section 13. Writing helps us keep an accurate record, but it is not a condition of complaining. We acknowledge complaints promptly and aim to give a substantive response within 5 working days; where the investigation takes longer we tell you why and keep you updated. We give our outcome and our reasons in writing.

Where a law, this contract, a trade membership or another binding arrangement requires us to take part in an alternative dispute resolution or complaints scheme available to you, we give you that scheme’s details with our complaint outcome. We are not currently a member of a mandatory ADR scheme. Where taking part would be voluntary, we will consider a request to use an appropriate independent provider and tell you whether we agree. Nothing in this section limits your right to take a dispute to court, or a court’s own powers about dispute resolution.

8.3 If you are unhappy with the work

Tell us. If you can, tell us before we leave, so that we can put it right on the spot. Otherwise clause 8.1 gives you 14 days.

We will inspect the area and re-clean it free of charge under clause 8.1.

Payment while a dispute is open. Payment for work properly carried out remains due. Dissatisfaction with a result we told you about in advance, or with a stain recorded as unlikely to shift under clause 5.3, is not a reason to withhold payment. Where you raise a genuine concern, we will not pursue the disputed part of the bill while it is being resolved, and interest does not run on that part — see clause 4.8.

If you are a consumer. Where work has not been carried out with reasonable care and skill, the Consumer Rights Act 2015 gives you the right to have it done again and, if doing it again is impossible or we fail to do it properly within a reasonable time and without significant inconvenience to you, the right to a reduction in the price. Our guarantee in clause 8.1 gives you that first remedy without you having to show that the standard was breached, subject only to the exclusions in that clause. Nothing in these Terms removes those rights.

If you are a business. You may not withhold, set off or deduct any amount from the undisputed part of what you owe us because another part of the work is in dispute. That undisputed balance remains payable on its due date under clause 4.3. Where you raise a genuine dispute, clause 4.8 governs the disputed part: we do not pursue it, and interest does not run on it, while it is being resolved. Dissatisfaction with a result we recorded and told you about in advance under clause 5.3, or a change of mind, is not a genuine dispute for this purpose.

8.4 Refunds

The primary remedy under these Terms is a re-clean rather than a refund, which is also the order the law sets out for services. Where a refund is due, this is when.

We refund in full where:

• We cancel a booking and you do not want an alternative date (clause 3.2)
• You cancel inside your 14-day right and we have not started (clause 3.4)
• We have taken a payment in advance by written agreement and then cannot carry out the work (clause 4.2)

We refund in part where:

• We could not clean part of what was quoted, so you are not charged for work we did not do (clauses 6.2 and 3.5)
• You cancel inside your 14-day right after asking us to start, in which case you pay for what we had already done, in proportion (clause 3.4)
• A re-clean is impossible, or does not put the problem right, and a reduction in the price is the fair answer

We do not refund:

• Results we told you about before starting and recorded, under clauses 5.3 and 8.1
• Areas or items we declined under clause 6.2, or that you asked us to proceed with after we advised against it
• New soiling, spills or wear after our visit, or marks and indentations from replacing furniture or walking on the area before it dried (clause 5.4)
• Work carried out with reasonable care and skill that you have since simply changed your mind about
• Pre-existing damage or wear, which is dealt with under clause 7.1

Refunds go back by the method you paid with, or by bank transfer where that is not possible, within 14 days of us agreeing the refund. We do not charge an administration fee for a refund.

9. Health and safety

9.1 Working safely

We assess the risks of every job before we start, as the law requires, and we work to those findings. If we consider that the work or the site cannot be carried out safely, we will say so rather than proceed.

9.2 What you must tell us

You must tell us about:

• Any known hazards on your property
• Any health conditions, allergies or sensitivities that may be affected by cleaning products, and anyone vulnerable who will be present
• Any areas that are unsafe or restricted

9.3 Commercial premises: risk assessments and method statements

For work at commercial premises we will provide a written risk assessment and method statement (RAMS) for the job on request, before the visit. Where we judge that the site or the work requires RAMS, we will produce one and we may not begin until you have received it.

If your own site rules require a permit to work, an induction, a contractor approval process or sight of our RAMS in advance, you must tell us when you book and allow enough time for it. We may postpone the visit if that process has not been completed.

9.4 Information we need for commercial sites

Before we attend, you must give us:

• Your site rules and any induction or permit requirements
• Any hazards, restricted areas, or work being carried out by others at the same time
• Your asbestos register or management survey where the building was built before 2000 and our work may disturb flooring or fixings
• Whether the areas will be occupied while we work, and the access and out-of-hours arrangements
• The name and contact details of the responsible person on site
• The location of water, power, waste disposal, fire exits and assembly points

You remain responsible for the safety of the premises and for telling us what we need to know about them.

9.5 Cleaning products

We use professional products in accordance with the manufacturer's instructions, and safety data sheets are available on request. Only products we have supplied and assessed are used on your property. If anyone attending for us suggests using anything else, including something of your own, we need to agree it first, and you are free to say no — this is what keeps the work inside the assessments we have carried out and the cover we hold. Please tell us in advance about allergies, sensitivities, asthma, pregnancy or anyone vulnerable on site, so that we can choose products or timings accordingly.

9.6 Our equipment

We bring our own equipment, maintained and subject to appropriate inspection and electrical testing according to risk and any applicable requirements. You provide access to water and power as set out in clause 2.3.

9.7 If a site is not safe to work in

If on arrival the site is unsafe, the information in clause 9.4 was not provided, or conditions differ materially from what was described, we may postpone or stop the work. We will explain why and agree the next steps with you. Where a visit is lost because required access or information was not provided, we may charge the wasted-journey charge in clause 2.2 (£80 domestic, £120 commercial), or the short-notice cancellation fee in clause 3.1.

10. Data protection

We are the data controller for the personal information you give us. We collect and process it in accordance with our Privacy Policy and applicable data protection law, and we use it to quote for work, carry it out, take payment, and deal with anything arising afterwards.

The Privacy Policy sets out how long we keep things, who we share them with — including the debt recovery route in clause 4.6 — and how to object, including how to opt out of the marketing use of images under clause 6.5.

11. Changes, transfer and the rest of these terms

11.1 Changes to these terms

We may update these Terms from time to time. The version in effect at the time of your booking applies to that booking. We keep a copy of that version and provide it on request. A change to these Terms does not retrospectively remove a right you already have, or narrow a guarantee we have already given you.

11.2 Transfer

We may transfer our rights and obligations under these Terms to another business, including a company in our group or a franchisee operating under our brand. If we do, we will tell you, and it will not reduce your rights under these Terms or under the law. You may not transfer your rights or obligations to anyone else without our written agreement.

11.3 If part of these terms cannot be enforced

If any part of these Terms is found to be unenforceable, the rest continues to apply.

11.4 Notices, and what "in writing" means

Where these Terms require something in writing, that means anything legible and recorded that both of us can keep and refer back to. A letter and an email both count. It does not have to be signed, and no particular form of words is needed, unless these Terms or the law specifically say otherwise.

Send written notices to us by email to admin@aquaprocarpetcleaning.com, or by post to Unit 14, Olympic Business Centre, Paycocke Road, Basildon, Essex SS14 3ET. We send ours to the email address you gave us when booking, or to the postal address we hold if you have not given us an email. Please tell us if your contact details change.

A text message, a WhatsApp message, or a message sent through our social media pages is not a written notice under these Terms, because those are not channels we monitor for this purpose. If you send one we may act on it as a courtesy, but send it by email or post as well so that it takes effect and we both have a record of it.

For an ordinary contractual notice, an email takes effect when it reaches the recipient’s email system, unless the sender receives a failure message; a letter takes effect two working days after posting.

Two things this clause does not do:

• It does not affect your 14-day right to cancel under clause 3.4. Sending your cancellation before the deadline is enough, whatever time of day you send it and whenever we happen to read it.
• It does not apply to court documents, or to a pre-action letter under clause 4.6, which we send by post because the applicable procedure requires it.

11.5 Third-party rights

These Terms are between you and us. Nobody else may enforce them, including the owner or occupier of premises where the work is carried out if that person is not our customer under clause 6.4.

11.6 The whole agreement

Your quote, together with these Terms, is the whole of what we have agreed. Neither of us relies on anything said beforehand that is not written in one of those two places. This does not limit our liability for anything said fraudulently, and it does not affect your legal rights.

12. Governing law

These Terms are governed by the laws of England and Wales. Any disputes will be subject to the jurisdiction of the courts of England and Wales.

13. Contact us

If you have any questions about these Terms, please contact us:

By booking our services, you acknowledge that you have read, understood, and agree to be bound by these Terms and Conditions.