Carpet Cleaners SE27 Terms and Conditions of Service
These Terms and Conditions set out the basis on which Carpet Cleaners SE27 provides carpet, rug, upholstery and related cleaning services to residential and commercial customers. By making a booking, accepting a quotation, or allowing our operatives access to your premises, you agree to be bound by these Terms and Conditions. Please read them carefully before placing a booking.
1. Definitions
In these Terms and Conditions, the following expressions have the meanings set out below:
1.1 Company refers to Carpet Cleaners SE27, the cleaning service provider.
1.2 Client refers to any individual, business, landlord, tenant or organisation that requests, books or receives services from the Company.
1.3 Services refers to any carpet, rug, upholstery, mattress, curtain or other cleaning or associated services provided by the Company.
1.4 Premises refers to the property, building or area where the Services are to be carried out.
1.5 Operatives refers to employees, subcontractors or representatives engaged by the Company to perform the Services.
1.6 Agreement refers to the contract between the Client and the Company comprising these Terms and Conditions and any confirmed booking or quotation.
2. Scope of Services
2.1 The Company provides professional cleaning services for carpets, rugs, upholstery, and associated items as agreed with the Client at the time of booking.
2.2 The exact scope of work, including rooms, areas, and specific items to be cleaned, will be defined at the time of booking or in a written or verbal quotation.
2.3 The Company reserves the right to decline work that it considers unsafe, unsuitable, or beyond its reasonable capabilities or equipment, including but not limited to severe contamination, infestation, or hazardous materials.
2.4 Any additional work requested by the Client on the day of service that was not included in the original booking will be subject to availability and may incur additional charges.
3. Booking Process
3.1 Bookings can be requested by the Client via the Company’s accepted communication channels, such as telephone or online enquiry forms, as made available from time to time.
3.2 When placing a booking request, the Client must provide accurate information regarding the size and type of areas to be cleaned, parking and access arrangements, and any known issues with the carpets or upholstery.
3.3 A booking is only confirmed once the Company has accepted the request and provided a confirmation, which may be issued verbally, in writing or by electronic means.
3.4 The Company may require additional information from the Client before confirming a booking, including details of the Premises, type and age of fabrics, and any particular stains or concerns.
3.5 The Company reserves the right to refuse or cancel any booking in its discretion, including where information supplied by the Client is incomplete, inaccurate or misleading.
4. Quotations and Pricing
4.1 All quotations are based on the information supplied by the Client and on the assumption of normal condition and reasonable access at the Premises.
4.2 Quotations are estimates only and may be revised on arrival at the Premises if the information provided by the Client was inaccurate, if the areas are significantly larger or more soiled than described, or if additional work is requested.
4.3 If a price adjustment is required, the Operatives will inform the Client before commencing work wherever reasonably possible. If the Client does not agree to the revised price, the Company may cancel the service, in which case a call-out or cancellation charge may apply.
4.4 Prices do not include congestion charges, parking fees or similar charges unless expressly stated. Any such costs incurred by the Company in carrying out the Services will be added to the final invoice.
5. Access, Parking and Client Obligations
5.1 The Client is responsible for providing safe and suitable access to the Premises at the agreed time, including ensuring that someone is present to allow entry or arranging for keys in advance.
5.2 Adequate parking must be available within a reasonable distance of the Premises to allow the Operatives to unload equipment. Any parking permits or visitor passes must be arranged by the Client where required.
5.3 The Client must ensure that the areas to be cleaned are reasonably clear of furniture, fragile items, valuables and personal belongings before the Operatives arrive, unless prior arrangements have been made for furniture moving.
5.4 The Client must inform the Company in advance of any known issues at the Premises that may affect the work, including damaged flooring, loose carpets, weak or damaged furniture, water or power supply issues, or the presence of pets with special requirements.
5.5 The Client is responsible for ensuring that electricity and hot water are available at the Premises on the day of service. If the Operatives cannot carry out the work due to lack of utilities, a cancellation or call-out fee may be charged.
6. Payments and Charges
6.1 Unless otherwise agreed in advance, payment is due immediately upon completion of the Services at the Premises.
6.2 The Company accepts payment by methods notified to the Client prior to or at the time of service. The Company does not accept payment by cheque unless expressly agreed in advance.
6.3 For certain bookings, including large commercial jobs or repeat contracts, the Company may require a deposit or advance payment. Deposits are non-refundable unless otherwise agreed in writing.
6.4 If payment is not made on completion, the Company reserves the right to charge interest on overdue amounts at the statutory rate from the due date until payment is received in full, together with any reasonable costs of debt recovery.
6.5 All prices are quoted in pounds sterling and, unless expressly stated otherwise, are exclusive of any applicable taxes, which will be added at the prevailing rate if required by law.
7. Cancellations, Rescheduling and Late Access
7.1 If the Client wishes to cancel or reschedule a booking, the Client must give the Company adequate notice in accordance with this clause.
7.2 For standard residential bookings, cancellations or rescheduling made more than 24 hours before the scheduled start time will not usually incur a cancellation fee.
7.3 For cancellations or rescheduling made less than 24 hours before the scheduled start time, the Company reserves the right to charge a cancellation fee of up to 50 percent of the quoted price, or retain any deposit paid.
7.4 If the Operatives arrive at the Premises at the agreed time but are unable to gain access, or if the Client is not present and no alternative access arrangements have been made, the visit may be treated as a late cancellation and the full service fee or a call-out charge may be applied.
7.5 The Company reserves the right to cancel or reschedule a booking due to unforeseen circumstances such as staff illness, vehicle breakdown, adverse weather, or events beyond its reasonable control. In such cases, the Company will notify the Client as soon as reasonably practicable and will offer an alternative appointment. The Company will not be liable for any consequential loss incurred by the Client.
8. Service Standards, Stains and Results
8.1 The Company will carry out the Services with reasonable skill and care and in accordance with industry practice for carpet and upholstery cleaning.
8.2 While the Company makes every effort to achieve the best possible cleaning results, it cannot guarantee that all stains, marks or odours will be completely removed. Some stains are permanent damage to the fibres or backing and cannot be reversed by cleaning.
8.3 Pre-existing damage, wear, fading, discolouration and shrinkage cannot always be identified prior to cleaning. The Client accepts that there is a risk that such issues may become more visible after cleaning and that the Company is not responsible for such pre-existing conditions.
8.4 The Client must inform the Operatives of any known previous cleaning treatments, use of stain protectors, or home cleaning products that have been applied to the carpets or upholstery, as these may affect the cleaning process and results.
8.5 After the service, the Client should allow adequate drying time and follow the Operatives instructions regarding ventilation and use of the cleaned areas. The Company is not responsible for damage resulting from premature use of damp carpets or upholstery.
9. Damage, Liability and Insurance
9.1 The Company holds public liability insurance appropriate for the nature of its Services. Details can be provided to the Client upon reasonable request.
9.2 The Company will take reasonable care to avoid damage to the Premises and contents while carrying out the Services. In the rare event of damage caused by the negligence of the Company or its Operatives, the Client must notify the Company as soon as possible and in any event within 48 hours of completion of the Services.
9.3 The Company reserves the right to inspect the alleged damage and, where appropriate, arrange for repair or replacement using its own approved contractors. The Company is not obliged to use suppliers selected by the Client.
9.4 The Company will not be liable for:
a. Wear, damage or discolouration that already existed prior to the service.
b. Any deterioration of fabric, backing, or flooring that occurs as a result of age, poor installation, weak fibres, or previous improper cleaning or treatments.
c. The lifting of loose or poorly secured carpets, tiles, or floor coverings.
d. Damage resulting from failure of the Client to provide accurate information or to follow aftercare advice.
9.5 The Company’s total liability for any loss or damage arising out of or in connection with the Services shall be limited to the value of the particular service in question or the amount covered by the Company’s insurance policy, whichever is higher, except where liability cannot legally be limited.
9.6 The Company shall not be liable for any indirect or consequential loss, including loss of profit, loss of business, loss of rent, or loss of opportunity.
10. Health, Safety and Waste Regulations
10.1 The Company will carry out its work in accordance with applicable health and safety legislation and good practice for professional cleaning operations.
10.2 The Client must ensure that the Premises are safe for work, including the condition of flooring, stairs, and access routes, and must immediately inform the Operatives of any potential hazards.
10.3 The Company may use professional cleaning solutions and equipment that must be handled only by trained Operatives. Clients and other occupants should keep children and pets away from equipment, chemicals and freshly cleaned areas until advised it is safe.
10.4 The Company will remove from the Premises any waste generated directly by the Services, where this is reasonable and complies with local waste and environmental regulations. This includes used cleaning solutions, where safe disposal on site is possible, and limited packaging from the Company’s materials.
10.5 The Company is not responsible for disposing of general household waste, bulky items, or hazardous materials. The Client is responsible for ensuring compliance with the relevant waste disposal regulations for any items they wish to discard.
10.6 If specific waste handling is required, such as the disposal of contaminated materials, this must be discussed and agreed in advance and may incur additional charges.
11. Complaints and Service Issues
11.1 The Company aims to deliver a high standard of service at all times. If the Client is dissatisfied with any aspect of the Services, the Client must notify the Company as soon as possible and no later than 48 hours after completion.
11.2 The Client must allow the Company a reasonable opportunity to inspect and, where appropriate, re-clean or rectify any issues. Refusal to allow return access may limit any remedy that might otherwise be offered.
11.3 Any refunds or partial refunds are at the discretion of the Company and will be considered only after investigation of the complaint.
12. Force Majeure
12.1 The Company shall not be in breach of this Agreement or liable for any delay in performing, or failure to perform, any of its obligations if such delay or failure results from events, circumstances or causes beyond its reasonable control. These may include, but are not limited to, extreme weather, transport disruptions, strikes, accidents, or public emergencies.
13. Privacy and Confidentiality
13.1 The Company will handle personal data in accordance with applicable data protection laws. Information provided by the Client will be used only for the purpose of administering bookings, providing Services, handling payments, and communicating with the Client.
13.2 The Company will not disclose Client information to third parties except where required for the provision of the Services, for payment processing, where required by law, or with the Client’s consent.
14. Variations to Terms
14.1 The Company may amend these Terms and Conditions from time to time. The version in force at the time of the Client’s booking will govern that service.
14.2 Updated Terms and Conditions may be made available on request or through the Company’s usual communication channels.
15. Governing Law and Jurisdiction
15.1 These Terms and Conditions and any dispute or claim arising out of or in connection with them or the Services shall be governed by and construed in accordance with the laws of England and Wales.
15.2 The courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with these Terms and Conditions or the Services provided by the Company.
By making a booking or allowing the Company’s Operatives access to the Premises, the Client confirms that they have read, understood and agree to be bound by these Terms and Conditions.
