Terms and conditions
The terms for a clean in your home, in plain English: how the price is set, the 50% deposit, moving a date, what to have ready, what a clean can't promise and how to complain.
- Price on screen before you book
- Cleaned in your home
- Office open 8am to 7pm, every day
Price your clean
Who these terms are between
These terms cover a carpet, rug, sofa, mattress, curtain or hard floor clean in your home, booked with Carpet Cleaning London (carpetcleaning.london). You can reach the office on 020 3129 1949 or at office@carpetcleaning.london, 8am to 7pm, every day. The cleaners are self-employed and work for the office.
A few sentences below come from our older terms and still say "the Client" and "the Company". The Client is you, the person who books. The Company is us. Booking a clean means you have read these terms and agree to them.
The price
Your price is the one the card on this site works out for your postcode and the items you pick, taken from the office price list. The smallest job is £67. A furnished room costs the same as an empty one, and a very dirty carpet costs the same as a tidy one; it just takes the cleaner longer.
We reserve the right to amend the initial estimate given over the telephone, should the description differ when we visit the property on site or if client's original requirements change. What that means in practice: if something gets added on the day (a landing nobody mentioned, a second rug), the cleaner prices it from the same list and tells you before starting, and you can say no. We shall not be liable for completing jobs that are not listed on the customer's task list.
Two things can be added to the list price. Paid parking is added at cost. Where there's no lift and the flat is above the first floor, it's £10 a floor to get the machine up there.
Booking and the deposit
Send the card and the office rings or texts you between 8am and 7pm; call, and you're already talking to it. Either way it goes through what's to be cleaned, access, parking and any stains, and agrees a day and a time with you.
To hold that day we take a 50% deposit, paid by card or by bank transfer.
Moving or cancelling
The Client can reschedule or cancel the appointment over the phone or by e-mail. Talk to the office as early as you can, and it will look for another day with you.
The cleaning company has the right to cancel or reschedule a service in cases where an accident or any unexpected circumstances have befallen the assigned cleaning team. If we move your booking and none of the other days suits you, your deposit is refunded.
We reserve the right to refuse any cleaning job if the condition of the property is hazardous to the health and well being of our operatives.
On the day
The Client is responsible for providing access to their property at the scheduled time. An adult over 18 has to be there to let the cleaner in.
The Client must provide electricity and running water at the premises where the service is conducted. The Client is requested to arrange a suitable parking space for our vehicles within close proximity of the property. A visitor permit or a space on a drive will do.
The cleaner shifts the light pieces, such as dining chairs and little tables, and cleans round the heavy ones: beds, wardrobes, pianos, bookcases still full of books. Please clear toys, small bits and anything that could break before the cleaner gets there. The Company requests all irreplaceable items (whether monetarily or sentimentally valuable) be stored away and/or not cleaned by the cleaning operatives.
What a clean cannot promise
Stains
Every stain is pre-treated as part of the price, and different stains get different treatments. Some still won't come out: bleach, burns, lost dye, marks that set long ago and stains already worked on at home. The cleaner tells you on the day. Old spills that reached the underlay can also wick back up as the carpet dries. We are not responsible for any existing damage to Client's property in the form of old stains/burns/spillages etc. which cannot be cleaned/removed completely by the cleaning operative using the industry standard cleaning methods.
Smells
If pet urine has soaked through to the underlay, the smell can come back after the carpet is cleaned. Only lifting or replacing the underlay deals with that, so we make no promise that a smell will go.
Wool and shrinking
Wool can shrink when it is wet-cleaned. Tell the office when you book if a carpet or rug is wool; the cleaner checks what the fibre and the backing are and uses as little water as the job allows, which lowers the risk without removing it. The Company shall not be liable for the shrinkage of carpets as a result of poor fitting. Jute, sisal and seagrass are never wet-cleaned.
Colours
The dye in some fabrics can run when it gets wet, on a sofa, a curtain or a rug. The cleaner reads the care label first, and a "do not wash" or X label stops the job. The Company is not liable for any wear or discolouration of fabric that becomes more notable once dirt is removed.
Drying
Carpets usually dry in 5 to 7 hours, rugs in 4 to 7, sofas in 12 to 15, and a mattress can take up to a day. Heating, an open window and a dry day help. We shall not be responsible for any damage caused as a result of the Client placing furniture on a carpet which has not completely dried. We are not liable for any damages caused by faulty products/equipment provided by the customer.
Things we leave to others
Leather and velvet upholstery, memory foam mattresses, silk, viscose and antique hand-knotted rugs, and lined, interlined, silk or velvet curtains. Those belong with a specialist or a dry cleaner.
Breakages and other people in the house
While our operatives make every effort not to break items, accidents do happen. If something gets damaged, tell the office within 48 hours and send photos, the same way as a complaint.
The Company shall not be liable for any third parties or their actions who enter or are present at the Client's premises during the cleaning visit. The cleaners cannot be relied on to grant access to the property to any third parties.
Complaints
If something about the clean isn't right, tell the office within 48 hours of the visit, by email to office@carpetcleaning.london or by phone on 020 3129 1949, and send photos of the problem. Pictures taken soon after the visit show us what you saw. We will fully investigate any complaint and attempt to resolve it to the satisfaction of the Client, or alternatively to a reasonable standard.
Paying for a clean never signs a complaint away.
The law
These terms are governed by the law of England and Wales, and the courts of England and Wales deal with any dispute about them. Nothing in them takes away the rights you have as a consumer under that law.
Last updated October 2026.