EcoClean Carpet & Upholstery Care Limited
Terms and Conditions of Business
Company number: 11759752
Registered office: Unit 23, Bamfurlong Industrial Park, Staverton, Cheltenham, England, GL51 6SX
Email: Hello@ecocleancarpet.co.uk
VAT: Not VAT registered
Effective from: 21 August 2026
1. About These Terms
These Terms and Conditions (“Terms”) apply to services supplied by EcoClean Carpet & Upholstery Care Limited (“EcoClean”, “we”, “us” or “our”).
The “Customer” means the person, company, landlord, managing agent, organisation or other entity instructing EcoClean.
These Terms apply to both consumers and business customers. Where mandatory consumer law gives a consumer greater rights than these Terms, those statutory rights take priority.
By accepting a quotation, making a booking, instructing EcoClean to proceed, digitally approving work or allowing work to commence, the Customer accepts these Terms.
EcoClean Carpet & Upholstery Care Limited is a separate legal entity from other businesses using the EcoClean name. A contract with this company does not make another EcoClean company responsible for the work, payment or liability.
2. Quotations and Scope
Written quotations are valid for 30 days unless stated otherwise. Quotations are based on information, photographs, measurements, descriptions and access information supplied before the work.
Where a quotation is prepared remotely or from photographs, the price may be revised if the actual condition, quantity, access or scope is materially different. Verbal estimates are indicative only.
Unless expressly described as a fixed price, work may be charged by the hour, per technician, per square metre, per item, per visit or another stated charging basis. Site measurements and quantities are approximate unless specifically verified.
Quotations assume normal working conditions. Restricted access, excessive clutter, heavy contamination, unusual safety requirements or unforeseen difficulties may result in additional charges.
EcoClean may correct obvious clerical, typographical or calculation errors and is not bound by an obvious pricing mistake. EcoClean may amend or withdraw an unaccepted quotation where scope, costs, availability or circumstances change.
A site survey or quotation visit may itself be chargeable where agreed beforehand.
3. Minimum Charges and Additional Costs
The minimum job/call-out charge is £120 unless otherwise agreed.
Parking, permits, tolls, congestion charges, mileage and chargeable travel are additional to the minimum charge unless expressly included. Travel time and/or mileage may be charged for work outside EcoClean’s normal service area.
Job-specific materials or consumables ordered before cancellation may remain chargeable. Additional labour, equipment, materials or specialist measures reasonably required because of unforeseen circumstances may be charged additionally.
4. Variations and Additional Work
EcoClean may revise the price where the condition or scope is materially greater than originally represented.
Customer-requested changes to scope, timing, method or access may result in revised pricing and completion times.
Where reasonably possible, EcoClean will seek approval before carrying out material additional work. Where urgent action is reasonably necessary to protect property, occupants or the surrounding area and the Customer cannot be contacted, EcoClean may take reasonable protective measures and charge the associated costs.
If an authorised decision-maker cannot be contacted, EcoClean may suspend work. Waiting time, aborted attendance or return visits may be chargeable.
5. Access and Customer Responsibilities
The Customer must provide safe, reasonable and lawful access, including necessary parking arrangements, gate codes, keys, permits, loading access and other permissions. The Customer must provide reasonable access to water and electricity where required.
The Customer must disclose known hazards including asbestos, sharps, unsafe electrics, contamination, aggressive animals and access restrictions. Children, pets and other occupants must be kept away from work areas where reasonably required.
The Customer must follow technician safety and aftercare instructions. Incorrect or incomplete information causing wasted attendance, additional work or delay may result in additional charges.
Where nobody is present, EcoClean may enter using agreed keys, key safes, concierge or managing-agent arrangements. EcoClean will take reasonable steps to secure an unattended property in substantially the manner in which access was provided.
6. Furniture and Personal Property
EcoClean may move furniture where reasonably necessary to perform the service. Customers must remove or secure cash, jewellery, documents, electronics, fragile items and other valuables beforehand.
Particularly valuable, antique, delicate or sentimental items must be identified before work begins. EcoClean may decline to move an item where doing so presents an unreasonable risk.
EcoClean is not responsible for damage arising from pre-existing weakness, instability, poor assembly, concealed defects, unsuitable flooring, items left inside furniture or other circumstances not caused by EcoClean’s negligence.
7. Carpet and Upholstery Cleaning Risks
The Customer must disclose known staining, previous cleaning attempts, fabric protection treatments, dye issues, shrinkage history and manufacturer restrictions.
Some fibres, fabrics, dyes, backing materials, adhesives and finishes may react unpredictably despite appropriate testing and reasonable care. EcoClean does not guarantee stain removal.
Existing wear, fading, permanent staining, pile distortion, colour loss, shrinkage risk or other deterioration may become more apparent once general soiling is removed.
Differences in colour, texture, sheen or appearance between cleaned and untouched areas may occur due to wear, age, sunlight, previous treatments or the underlying material. Test patches and demonstrations are indicative only and do not guarantee an identical result across the full area.
EcoClean is not responsible for inherent defects or previously undisclosed treatments.
EcoClean may refuse a requested cleaning method where it considers that method unsafe or likely to cause damage and may substitute a safer or more appropriate product, method or item of equipment where reasonably necessary.
8. Drying and Aftercare
Drying times are estimates only. The Customer must provide reasonable ventilation and heating and follow drying instructions.
EcoClean is not responsible for moisture-related deterioration caused by a failure to follow drying or ventilation advice. EcoClean does not guarantee complete removal of odours, particularly where their source remains within fillings, flooring, subfloors, walls, structural materials or areas outside the agreed scope.
9. Cancellation and Failed Access
For business customers, cancellations made less than 24 elapsed hours before the booked attendance may be charged at 100% of the booked price.
A failed-access visit may also be charged at the full booked amount where EcoClean has reserved resources and attended but cannot gain access or proceed because of circumstances attributable to the Customer.
For consumer customers, cancellation charges will not exceed what is lawful, fair and proportionate, taking account of work performed, committed costs and capacity reasonably reserved for the booking. Statutory consumer cancellation rights take priority over this section.
10. Consumer Cooling-Off Rights
Where a consumer enters into a qualifying distance or off-premises contract, a statutory 14-day cancellation period may apply.
Where the consumer wants work to start during that period, EcoClean may require an express request in writing or another durable form. If the consumer subsequently cancels after requesting early performance, the consumer may be required to pay a proportionate amount for work already supplied.
Where the service has been fully performed following the consumer’s express request and acknowledgement, the statutory cancellation right may cease where permitted by law.
11. Waiting Time
A 15-minute grace period applies where technicians are kept waiting because the Customer, occupier, keyholder or another party is not ready. After that period, waiting time may be charged at £50 per hour per technician.
12. Completion, Inspection and Complaints
Customers should inspect completed work where reasonably possible. Obvious concerns should be raised immediately. Customers are requested to report complaints within 48 elapsed hours of completion so that EcoClean has an early opportunity to inspect the issue.
The 48-hour period does not remove statutory consumer rights or rights which cannot lawfully be restricted.
EcoClean must be given a reasonable opportunity to inspect and, where appropriate, remedy an alleged workmanship issue before third-party remedial costs are incurred.
A legitimate remedial visit required because of EcoClean’s workmanship will not be charged. Work outside the original scope or required because of Customer or third-party actions remains chargeable.
Signing a job sheet or confirming completion electronically may be used as evidence that the service was accepted as completed at that time.
13. Payment
Invoices are payable within 30 days unless different terms are agreed in writing. Payment is treated as received when cleared funds have arrived. EcoClean may accept bank transfer, card, online payment link or another method it makes available.
Incorrect billing details, purchase-order requirements or delays in a Customer’s internal approval process do not automatically extend the payment deadline.
Correcting or reissuing an invoice does not restart the payment period unless EcoClean agrees otherwise.
A partial payment does not constitute settlement of the full balance unless expressly accepted in writing.
EcoClean may allocate payments against outstanding invoices as it reasonably determines.
Undisputed amounts remain payable notwithstanding a dispute over another part of an invoice.
14. Late Payment and Credit
EcoClean may charge interest and permitted recovery costs on overdue business debts under applicable late-payment legislation.
Reasonable debt collection, legal and administrative recovery costs may be recovered where legally permitted.
Credit terms may be withdrawn or reduced where there is repeated late payment or reasonable credit concern. EcoClean may require advance payment, staged payment or other payment security for future work and may suspend current or future work while sums are overdue.
15. Purchase Orders and Customer Terms
Where a business uses purchase orders or procurement procedures, it is responsible for obtaining any required approval before instructing EcoClean. Failure to obtain an internal purchase order does not remove the obligation to pay where EcoClean was otherwise authorised to undertake the work.
Terms printed on purchase orders, remittance advices, portals, supplier forms or similar Customer documents do not override these Terms. EcoClean’s Terms take priority unless a specific conflicting provision has been expressly accepted in writing by an authorised EcoClean representative.
16. Delays and Events Outside Our Control
Arrival and completion times are estimates unless expressly guaranteed in writing. EcoClean is not responsible for reasonable delay caused by severe weather, illness, vehicle or equipment breakdown, suppliers, restricted access, other contractors or circumstances outside its reasonable control.
Where work depends on Customer approval, access, information or third-party activity, completion dates may be extended accordingly.
17. Safety
EcoClean may stop, postpone or refuse work where continuing would be unsafe, unlawful or likely to cause unreasonable damage. Undisclosed hazards may result in an aborted visit and associated attendance costs.
EcoClean may refuse to use Customer-supplied products or equipment which are unsafe, unsuitable, expired, unlabelled or inadequately documented. Safety Data Sheets or manufacturer information may be required before Customer-supplied chemicals are used.
18. Liability
EcoClean will provide consumer services with reasonable care and skill as required by law. EcoClean is not responsible for pre-existing defects, deterioration, wear and tear, fading, permanent staining or hidden weaknesses.
For business customers, EcoClean will not be liable for indirect or consequential losses, loss of profit, loss of business, loss of opportunity or similar economic loss except where liability cannot lawfully be excluded.
Subject to applicable law, EcoClean’s aggregate contractual liability to a business customer arising from a specific job shall not exceed the fees paid or payable for that job, to the extent that such limitation is lawful and reasonable.
EcoClean is not responsible for consequences caused by Customer failure to follow preparation, safety or aftercare instructions.
Nothing in these Terms excludes or limits liability which cannot legally be excluded, including death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or mandatory consumer rights.
19. Photography and Records
EcoClean may take before-and-after photographs and maintain technician notes for operational records, reporting, evidence, quality assurance and dispute resolution.
Non-identifying photographs and job descriptions may be used for portfolio, case-study and marketing purposes where lawful. Identifiable marketing use will require any additional permission required by law.
20. Data Protection and Marketing
Personal information may be processed for bookings, service delivery, invoicing, reports, compliance, record keeping and legitimate business administration.
Information may be shared with another EcoClean company where reasonably necessary for administration, referrals or delivery of a requested service, subject to data-protection law.
Because the EcoClean companies are separate legal entities, cross-company electronic marketing will only be carried out where the appropriate consent or other lawful basis exists.
Email addresses and other contact details may be used for marketing where permitted by applicable privacy and electronic-marketing law. Customers may opt out at any time.
Opting out of marketing does not prevent essential service communications.
EcoClean may use third-party software providers for invoicing, job management, document storage, payments and communications subject to appropriate safeguards.
Job records may be retained for reasonable legal, tax, insurance, compliance and dispute purposes and securely destroyed when no longer required.
21. Intellectual Property and Documentation
Reports, photographs, quotations, scopes, specifications and other documents created by EcoClean remain EcoClean’s intellectual property unless agreed otherwise. Customers may use documents for the purpose for which they were supplied.
EcoClean documents must not be altered or selectively reproduced in a misleading manner.
Detailed specifications produced through a chargeable assessment must not be copied for procurement from another contractor without permission.
22. Staff and Conduct
EcoClean may refuse or stop work where its staff experience abusive, threatening, discriminatory, harassing or unsafe behaviour.
Claims relating to EcoClean’s services should be brought against EcoClean Carpet & Upholstery Care Limited rather than individual technicians, to the extent permitted by law.
23. Recurring Services
Recurring prices may be reviewed from time to time on reasonable notice.
Either party may terminate a recurring agreement on 30 days’ written notice unless otherwise agreed.
EcoClean may terminate immediately for serious breach, including non-payment, unsafe conduct or persistent failed access.
24. Termination
EcoClean may terminate or suspend work for serious breach of these Terms.
The Customer remains liable for work completed, materials used and unavoidable committed costs incurred before termination.
Termination does not affect accrued rights or sums already due.
25. Communications and Notices
Quotations, invoices, reports and contractual notices may be delivered electronically.
Instructions from established Customer email addresses, phone numbers or authorised contacts may be relied upon unless EcoClean has been told that the account is compromised.
Formal notices may be sent by post or email. Email notices are treated as received on the next Working Day unless a delivery-failure notification is received.
“Working Day” means Monday to Friday excluding public and bank holidays in England and Wales.
A deadline falling on a non-Working Day moves to the next Working Day unless expressed in elapsed hours. References to 24 or 48 hours mean actual elapsed hours.
26. General
EcoClean may update these Terms for future bookings. The version applicable when a booking is accepted will normally govern that booking. Administrative details such as contact details and payment methods may be updated separately.
Failure to enforce a right immediately does not waive that right.
If part of these Terms is unenforceable, the remainder remains in force.
Headings are for convenience only. Words such as “including” and “for example” do not limit the wider meaning of a provision.
No third party has a right to enforce these Terms under the Contracts (Rights of Third Parties) Act 1999 unless expressly agreed.
EcoClean may assign the contract to a group company or as part of a business transfer or reorganisation. The Customer may not assign its obligations without written consent.
27. Consumers
Nothing in these Terms affects a consumer’s mandatory rights under the Consumer Rights Act 2015 or other applicable consumer-protection legislation.
Where these Terms conflict with a mandatory consumer right, the consumer right prevails.
28. Governing Law
These Terms are governed by the laws of England and Wales.
Subject to mandatory consumer jurisdiction rights, disputes shall be dealt with by the courts of England and Wales.
29. Contact and Complaints
Complaints and formal correspondence should be sent to:
EcoClean Carpet & Upholstery Care Limited
Unit 23, Bamfurlong Industrial Park
Staverton
Cheltenham
GL51 6SX
Alternatively, please email Hello@ecocleancarpet.co.uk.