These terms apply to every booking with Professional Carpet Cleaners. They cover quotes, the 50% deposit, what the cleaner needs from you on the day, cancelling and what to do if something goes wrong.
“We” and “us” mean Professional Carpet Cleaners, and “you” is whoever books the work. Nothing on this page reduces the rights you have under consumer law.
Quotes and prices
Our prices are published per room, per item or per hour on the prices page. Your quote is built from those figures for the rooms, items or hours you describe when you book, and the full price is confirmed to you before you pay the deposit. If the job on the day turns out bigger or different (an extra room, a larger rug, a sofa with more seats), you are told the new price before the extra work starts, and you can say no to it.
The lowest charge for any one-off job is £67. Weekly and fortnightly cleaning is billed per hour, and a visit is never shorter than 3 hours. Leather and suede, and any office or commercial job, are priced over the phone. Where a job has to be seen before it can be priced, a viewing costs £20 and a carpet inspection £22.
Deposit and payment
A deposit of 50% of the quoted price secures your date. You pay it by card or bank transfer, and the date is held for you once the deposit reaches us. The rest of the price is also paid by card or bank transfer, as agreed when you book. A quote without a deposit does not reserve a cleaner.
Access, water, power, heating and parking
Someone has to let the cleaner in when the visit is due to start: you, a neighbour, the letting agent or a concierge. Tell us about entry codes, lifts, long stairs and any building rules for contractors when you book.
Products and machines arrive with the cleaner. The machines plug into your sockets and fill from your taps, so keep the water, power and heating running until the cleaner leaves; a warm room also helps carpets and fabric dry. Paid parking near your home, in a street bay or at a pay-and-display, is added at what the cleaner paid, to a maximum of £40. Nothing is charged for parking on your driveway or with a visitor permit you provide.
Moving furniture
To reach the carpet, the cleaner moves light pieces: dining chairs, side tables, lamps, footstools and small rugs. Heavy or fixed furniture stays where it is and is cleaned around, which includes beds, wardrobes, chests of drawers, loaded bookcases, pianos and large sofas. If you want the carpet under a heavy piece cleaned, move that piece yourself before the visit.
Before the cleaner arrives, please clear the floor of ornaments, toys, cables, plants and anything fragile or valuable. Take items off shelves on any furniture that has to be shifted.
Fabric checks, permanent marks and drying
Before cleaning upholstery, curtains, a mattress or a rug, the cleaner checks the fabric and whether the colour holds. Some fabrics, such as silk, viscose and certain velvets, may need a different approach or may be unsuitable for cleaning. If that is the case you are told on the call or before work starts, and an unsuitable item is left uncleaned.
We cannot promise that a particular stain or smell will come out. Many everyday marks lift with hot water extraction, yet some are permanent: bleach spots, dye transfer, burns and old set-in stains among them. Wear, fading, shading and existing damage are still there after a clean.
Carpets and upholstery are left damp. Expect a few hours of drying with a window open or heating running; how long exactly depends on the fibre, the room and the weather, so we do not promise a set number of hours. Keep off damp carpet where you can and wait until it is dry before putting furniture back on it.
Cancelling or changing a booking
You can cancel or move a booking by phone or email using the details on our contact page. With 48 hours’ notice or more before the agreed start time, your deposit is refunded or moved to a new date, whichever you choose. If you cancel or move the booking with less notice than that, £50 is kept.
Consumers who book over the phone, by email or on this website also have the legal 14-day right to cancel, which ends 14 days after the day the booking is made; if you ask for the work to be done inside those 14 days, you pay for any work already done when you cancel, and the right ends once the work is finished. The 48-hour rule above does not take that right away.
End of tenancy return visit
Only end of tenancy cleans carry this term. Should the check-out clerk or the agent flag a part of the property we cleaned, let us know inside 48 hours; a cleaner is then booked to return and redo it. Email the relevant lines of the check-out report so the cleaner knows exactly what to redo. The return visit covers the parts of the property included in the clean you booked; wear, damage and areas outside the booking are not part of it.
Complaints, breakages and damage
If you are unhappy with any part of the work, email office@londoncarpetcleaners.org with your name, the address and date of the clean, and what the problem is. A written complaint gives both sides a clear record to work from.
If something is broken or damaged during a visit, tell the cleaner and email us as soon as possible. An early report makes it easier to establish what happened. Your rights under consumer law are not affected.