Fortis Green Carpet Cleaners Terms and Conditions

These Terms and Conditions set out the basis on which Fortis Green Carpet Cleaners provides domestic and commercial carpet cleaning services in the UK. By making a booking, the customer agrees to be bound by these terms, which apply to all carpet and upholstery cleaning appointments, stain treatment services, deodorising, and related cleaning work arranged with our team. For clarity, references to “we”, “us”, and “our” mean Fortis Green Carpet Cleaners, and references to “you” or “the customer” mean the person requesting the service or the person responsible for payment.

These terms are designed to support a fair and transparent service relationship. They explain how bookings are accepted, how prices are calculated, what payment methods are available, when cancellations may apply, and how liability is handled if something goes wrong. They also describe the customer’s responsibilities regarding access, preparation, and the safe disposal of waste created during the service. If any part of these terms is not understood, it is the customer’s responsibility to review them before confirming an appointment.

Fortis Green carpet cleaning services are provided in accordance with applicable UK consumer law, environmental requirements, and general industry standards. We may update these terms from time to time to reflect changes in law, operational procedures, or payment systems. The version in force at the time of booking will normally apply to the service unless a later written agreement states otherwise.

To make a booking, the customer may request a quotation or confirm a service slot based on the information supplied at the time of enquiry. A booking is only accepted when we have confirmed the appointment and, where required, received any deposit or advance payment requested. The customer must provide accurate information about the premises, the items to be cleaned, access arrangements, parking restrictions, pet presence, and any known issues such as prior treatment, dampness, or severe staining that could affect the outcome.

Quotes are normally based on the size, condition, and type of carpet or flooring, the level of soiling, the number of rooms or areas, and any optional add-ons selected by the customer. A quotation is an estimate unless explicitly stated as fixed. If the service description changes after booking, for example because the customer adds rooms, requests extra stain removal, or changes the cleaning method, the price may be amended accordingly. We reserve the right to decline work that is unsafe, unsuitable, or materially different from the original request.

Appointment times are scheduled as accurately as possible, but arrival windows may vary due to travel, traffic, building access, or unforeseen delays on earlier jobs. While we aim to arrive within the agreed period, punctuality cannot always be guaranteed to the minute. If access is delayed or the property is not ready for cleaning when we arrive, waiting time may be chargeable, and we may need to reschedule or treat the appointment as a late cancellation.

Payment terms will be confirmed at the point of booking or on the invoice. Unless otherwise agreed, payment is due on completion of the work on the same day the service is delivered. We may accept bank transfer, card payment, cash, or another method specified in advance. Where a deposit is requested, it may be required to secure the booking and may be non-refundable in certain circumstances, especially where the appointment was reserved for a specific time and resources were allocated to the job.

All prices are stated in pounds sterling and, where relevant, may include VAT if applicable. Any additional charges will only arise where extra work is carried out at the customer’s request, where access or parking causes significant delay or expense, or where the original description of the job was inaccurate. If a payment is not received when due, we may suspend further work, withhold completion documentation where applicable, and recover any reasonable costs associated with debt collection or enforcement, to the extent permitted by law.

Discounts, promotional offers, and package pricing may be withdrawn or amended at any time before a booking is accepted. Unless expressly stated, offers cannot be used in combination with other discounts. In the event of a pricing error obvious to a reasonable person, we are not obliged to supply the service at the mistaken price and may contact the customer to confirm the correct amount before proceeding.

Customers may cancel or rearrange an appointment by giving reasonable notice. For ordinary domestic carpet cleaning bookings, cancellations made with sufficient notice may not incur a fee, but where a technician has already been allocated, travel has commenced, equipment has been prepared, or a short-notice time slot has been held exclusively, a cancellation charge may apply. The exact charge, if any, may depend on the stage at which the cancellation occurs and the losses reasonably incurred by us.

For consumer bookings, the customer may have certain rights under the Consumer Contracts Regulations if the agreement was made at a distance or off-premises. However, where the customer requests that the service begins within the statutory cancellation period, the customer may lose the right to cancel once the service has been fully performed. If the customer cancels after work has started, an amount may be charged for the portion already completed, together with any reasonable materials or disposal costs incurred.

We may cancel or reschedule an appointment if the property is inaccessible, unsafe, materially different from the description provided, or if conditions beyond our control prevent attendance. In such cases, we will usually offer an alternative slot. We are not responsible for costs arising from events outside our reasonable control, including severe weather, transport disruption, illness, emergency callouts, or supply failures. Any rescheduling will be handled in a fair and practical manner, with the aim of completing the work as soon as reasonably possible.

Our liability is limited to losses directly caused by our negligence or by a breach of these terms, subject to the limits set out below and to the extent permitted by law. We do not exclude liability for death or personal injury caused by our negligence, fraud, or any other liability that cannot legally be excluded. Where a claim is valid, our responsibility is generally limited to the lesser of the cost of remedying the issue or the amount paid for the specific service giving rise to the claim.

Carpet cleaning can affect fibres, dyes, backing, or previous treatments, especially where items are old, faded, worn, unstable, or have been cleaned before using unsuitable methods. We cannot guarantee the removal of every stain, odour, mark, or ingrained soil, and some results may be partial rather than complete. The customer accepts that colourfastness, shrinkage, pile distortion, texture change, or pre-existing damage may occur where materials are delicate, defective, or unsuitable for wet or chemical treatment.

If the customer wants us to treat a valuable, antique, or specialist item, they must tell us before work begins. It remains the customer’s responsibility to ensure that the service requested is appropriate for the item’s condition and manufacturer guidance. We are not liable for damage arising from hidden defects, prior misuse, poor maintenance, or information withheld by the customer. Where an item requires specialist inspection or an alternative cleaning process, we may refuse to proceed or suggest that professional advice is obtained before treatment.

The customer must prepare the area so that we can work safely and efficiently. This may include removing small items, fragile objects, electrical obstacles, and valuables from the cleaning area, as well as providing access to water and electricity if needed. We are not responsible for moving heavy furniture unless this has been agreed in advance. If we do move furniture, it will be done at the customer’s risk unless the damage is caused by our negligence.

In relation to waste regulations, any waste created during the service must be handled in accordance with UK environmental law and site-specific rules. This includes wastewater, removed debris, packaging, and any contaminated materials generated during cleaning. We will take reasonable steps to prevent pollution and dispose of waste responsibly. The customer must not ask us to discharge waste into drains, surfaces, or areas where this would breach local environmental requirements or building rules. If special disposal measures are needed, extra charges may apply.

Where cleaning solutions, stain removers, or other products are used, they will be selected with reasonable care and in line with normal professional practice. The customer should advise us of allergies, sensitivities, pets, or specific material concerns before work begins. Although we use products intended for professional use, no cleaning process is completely risk-free, and some residual moisture, scent, or change in appearance may remain temporarily after treatment. Adequate ventilation and drying time are the customer’s responsibility once the job is completed.

The customer agrees to provide a truthful description of the property and to disclose anything that may affect health, safety, performance, or pricing. This includes known leaks, mould, infestation, hazardous materials, prior repairs, hidden cables, or unstable flooring. If such issues are discovered on arrival, we may stop work until the issue is resolved or adjust the service scope. Where a job cannot safely proceed, any wasted time, call-out expense, or materials already used may be charged if allowed by law and reasonable in the circumstances.

Fortis Green Carpet Cleaners does not accept responsibility for pre-existing damage, weak seams, old stains, discolouration, embedded grit, or wear that becomes visible after cleaning. Cleaning may reveal underlying defects that were previously hidden by dirt or pile flattening. We will use reasonable care and skill, but the customer accepts that cleaning is a restorative process, not a repair service. If the customer requires a guarantee for a particular outcome, that guarantee must be expressly confirmed in writing and may be subject to conditions.

Any complaint should be raised as soon as reasonably possible after the issue is discovered so that we have the opportunity to inspect and, where appropriate, remedy the matter. We may request photographs, notes, or access to the relevant area in order to assess the concern. If a re-clean or corrective action is appropriate, it may be offered as the customer’s primary remedy before any refund is considered. Nothing in these terms affects statutory rights under UK consumer law.

These terms and any dispute or claim arising from them shall be governed by the laws of England and Wales. If the customer lives in Scotland or Northern Ireland, any mandatory consumer protections that apply in that jurisdiction will continue to apply where required by law. The courts of England and Wales will have jurisdiction over any dispute, subject to any applicable legal rights that cannot be limited by contract.

If any provision of these Terms and Conditions is found to be invalid, unlawful, or unenforceable, that part will be treated as removed to the minimum extent necessary, and the remainder will continue in full force. No failure or delay by either party in enforcing any right under these terms shall be treated as a waiver of that right. Any variation must be agreed in writing, and any oral statement made at booking will not override these terms unless confirmed by us in writing.

By confirming a booking, the customer acknowledges that they have read, understood, and accepted these terms. They also confirm that they are authorised to request the service at the property concerned and to agree to payment for it. These conditions are intended to create a clear and reliable arrangement for carpet cleaning services, ensuring that both parties understand their obligations and that the work can be delivered professionally, safely, and in line with UK standards.