Carpet Cleaning SE10 Terms and Conditions of Service
These Terms and Conditions set out the basis on which Carpet Cleaning SE10 provides carpet, upholstery and related cleaning services to residential and commercial customers. By making a booking, accepting a quotation, or allowing our operatives to commence work, you agree to be bound by these Terms and Conditions.
These terms are intended to be clear and fair and to govern the relationship between you as the customer and us as the service provider. Please read them carefully before placing a booking or confirming any work.
1. Definitions
In these Terms and Conditions, the following expressions have the meanings given below:
Customer means the individual, business, company or organisation requesting and receiving the services.
Services means carpet cleaning, rug cleaning, upholstery cleaning, stain treatment, deodorising, and any related or additional cleaning work agreed between the parties.
Premises means the property or area where the services are to be carried out.
Agreement means the contract between Carpet Cleaning SE10 and the customer comprising these Terms and Conditions and any written or verbal confirmation of booking.
2. Booking Process
2.1 Bookings may be made by the customer via online enquiry forms, written correspondence or direct verbal arrangements. By providing booking details, you warrant that the information supplied is accurate and complete.
2.2 We will provide an estimate or quotation based on the information you provide, including the type and size of areas to be cleaned, the condition of carpets or upholstery, access arrangements, and any known stains or damage.
2.3 All quotations are given in good faith but may be subject to change if, upon arrival, the actual condition or size of the premises differs materially from that described at the time of booking. In such cases, we will advise you of any price adjustment before work commences, and you may choose whether to proceed.
2.4 A booking is considered confirmed when you receive a booking confirmation, which may be given verbally at the time of agreement or in writing. We reserve the right to decline any booking at our discretion.
2.5 The customer is responsible for ensuring that an authorised person is present at the premises at the agreed start time to provide access, confirm the areas to be cleaned and authorise any agreed variations.
3. Access and Customer Responsibilities
3.1 The customer must provide safe and reasonable access to the premises, including access to electricity and water where required. If parking permits, visitor permits or parking fees are necessary, the customer is responsible for arranging these in advance or reimbursing any charges incurred.
3.2 The customer must remove or secure any fragile, valuable or breakable items from areas where services will be performed. This includes small furniture, ornaments, electrical equipment, and personal items. We will not be responsible for items left in cleaning areas that should reasonably have been removed by the customer.
3.3 Heavy furniture or large items may not be moved by our operatives for health and safety reasons, unless expressly agreed. Areas under or behind such items may not be fully accessible for cleaning.
3.4 The customer must inform us in advance of any known hazards, defects or special conditions at the premises, such as loose flooring, unsecured carpets, defective electrical installations, or significant pre-existing damage.
4. Scope and Performance of Services
4.1 The services will be carried out with reasonable care and skill by trained operatives using appropriate equipment and cleaning products suitable for the task and, where possible, for the specific type of carpet or upholstery.
4.2 While every effort is made to remove or reduce staining and soiling, complete stain removal cannot be guaranteed. The success of treatment depends on factors including the nature and age of the stain, previous cleaning attempts, fibre type and wear.
4.3 Colourfastness and shrinkage: The customer is responsible for informing us of any known colourfastness or shrinkage issues. We will conduct reasonable checks where appropriate, but we cannot be liable for problems arising from inherent defects, poor installation, or previous cleaning or treatment beyond our control.
4.4 Drying times may vary depending on ventilation, temperature, humidity and fibre type. We will provide general guidance, but we do not guarantee specific drying times. The customer should avoid walking on or placing furniture on damp carpets or fabrics until they are fully dry.
4.5 Any time estimates for the duration of the work are provided as guidance only and are not guaranteed. We will make reasonable efforts to attend at the agreed time but reserve the right to rearrange appointments for operational or safety reasons, giving as much notice as reasonably possible.
5. Prices and Payments
5.1 All prices are quoted in pounds sterling and, unless expressly stated, are exclusive of any applicable taxes or additional charges such as parking or congestion fees, which may be added to the final invoice where relevant.
5.2 We may require a deposit or prepayment to secure a booking. Any such requirement will be communicated to you at the time of booking. Deposits may be non-refundable in certain circumstances, as set out in the cancellation section below.
5.3 Payment is due on completion of the services on the same day, unless otherwise agreed in writing in advance. We may accept various forms of payment including cashless electronic methods, subject to availability at the time of service.
5.4 For commercial customers or account holders, different payment terms may be applied, such as payment within a specified number of days from the date of invoice. These terms will be confirmed in writing prior to commencement of services.
5.5 If payment is not made by the due date, we reserve the right to charge interest on the overdue amount at a reasonable rate, together with any reasonable costs incurred in recovering the debt.
6. Cancellations, Rescheduling and Access Failure
6.1 The customer may cancel or reschedule a booking by providing us with reasonable notice in advance of the appointment.
6.2 If the customer cancels with short notice or fails to provide access to the premises at the agreed time, we reserve the right to charge a cancellation fee. The level of this fee will take into account the notice given, the nature of the booking and any costs or loss of business incurred.
6.3 If we need to cancel or reschedule due to unforeseen circumstances, including but not limited to staff illness, equipment failure, severe weather or safety concerns, we will notify you as soon as reasonably practicable and offer an alternative appointment. We will not be liable for any indirect or consequential loss arising from such cancellation or rescheduling.
6.4 Where a deposit has been paid, it may be applied to a rescheduled appointment if the new booking is agreed within a reasonable time frame. If the customer chooses not to reschedule, the deposit may be retained in accordance with any cancellation terms agreed at the time of booking.
7. Customer Satisfaction and Complaints
7.1 We aim to provide a high standard of service. If you are not satisfied with the work performed, you must notify us as soon as possible and, in any event, within a reasonable time of completion, giving clear details of the issue.
7.2 We may request the opportunity to inspect the disputed area and, where appropriate, attempt to rectify any issues. Reasonable cooperation from the customer is required to allow us to investigate and address any concerns.
7.3 Complaints made after a significant delay, or where further third-party work has been undertaken on the carpets or upholstery, may be more difficult to assess and may limit our ability to offer remedial work or compensation.
8. Liability and Limitations
8.1 Nothing in these Terms and Conditions limits or excludes liability for death or personal injury caused by negligence, fraud, or any other liability that cannot lawfully be excluded.
8.2 Subject to the above, our liability to the customer for any loss or damage arising out of or in connection with the services shall be limited to the value of the services provided under the specific booking in question or any other reasonable sum agreed between the parties.
8.3 We are not liable for any pre-existing damage, wear, fading, discolouration, loose seams, poorly fitted carpets or upholstery, or other defects present before the commencement of the services. Nor are we liable for damage arising from inherent weaknesses, age-related deterioration or previous improper treatment.
8.4 We will not be responsible for any indirect or consequential loss, including but not limited to loss of profits, loss of business, or loss of use of the premises, arising out of or in connection with the performance or non-performance of the services.
8.5 The customer is responsible for notifying us of any items of particular value or sensitivity. In the absence of such notification, we will only be responsible for loss or damage where it results from our failure to exercise reasonable care and skill.
9. Waste Handling and Environmental Responsibilities
9.1 We are committed to operating in accordance with applicable environmental and waste regulations. Any waste generated during the provision of services will be handled in a responsible manner.
9.2 In the usual course of carpet and upholstery cleaning, waste consists primarily of extracted soiling and used cleaning solutions contained within our equipment. Disposal of this waste is managed by us in compliance with relevant guidelines.
9.3 If there is any hazardous or unusual waste at the premises, such as sharp objects, clinical waste, or substances requiring special treatment, the customer must inform us in advance. We reserve the right to refuse to handle such waste and to adjust or cancel the service if safe working conditions cannot be assured.
9.4 The customer must not request our operatives to dispose of items in a manner that would breach waste regulations or local authority requirements. We may decline such requests or propose compliant alternatives.
10. Health, Safety and Security
10.1 We will carry out the services with regard to the health and safety of both our operatives and the occupants of the premises. This includes reasonable use of warning signs, careful management of cables and hoses, and appropriate ventilation where chemical products are used.
10.2 The customer must ensure that children, pets, and other occupants are kept away from work areas and equipment during the service and until carpets or upholstery are safe to use again.
10.3 We reserve the right to withdraw our operatives and suspend services if they encounter abusive behaviour, unsafe conditions, or any situation posing a risk to health, safety or security. In such circumstances, we may treat the booking as cancelled by the customer and apply appropriate charges.
11. Insurance
11.1 We maintain insurance cover appropriate to our activities, including public liability insurance, subject to policy terms, conditions and exclusions.
11.2 Details of our insurance cover are available on request. Any claims must be reported to us promptly to enable us to liaise with our insurers where necessary.
12. Personal Data and Privacy
12.1 We collect and use customer information only for the purposes of administering bookings, carrying out services, processing payments, and communicating about our services.
12.2 Customer details will be handled in accordance with applicable data protection laws. We will not sell customer information to third parties. Limited sharing may occur with trusted service providers where necessary to deliver our services or comply with legal obligations.
13. Variations and Additional Work
13.1 Any variation to the agreed services, including additional rooms, items or treatments, must be agreed with our operative or office before the extra work is undertaken. Additional work may be subject to separate charges.
13.2 We may update or amend these Terms and Conditions from time to time. The version in force at the time of booking will apply to that particular service, unless a different arrangement is expressly agreed.
14. Force Majeure
14.1 We shall not be in breach of this agreement nor liable for any delay in performing, or failure to perform, any of our obligations where such delay or failure results from events, circumstances or causes beyond our reasonable control.
14.2 Such events may include, but are not limited to, extreme weather, natural disasters, acts of government or public authorities, failure of public utilities, transport disruptions, industrial disputes and other events of a similar nature.
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 provided, shall be governed by and construed in accordance with the laws of England and Wales.
15.2 The parties agree that 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 their subject matter.
16. General Provisions
16.1 If any provision of these Terms and Conditions is found to be invalid, unlawful or unenforceable, that provision shall be deemed removed to the minimum extent required, and the remaining provisions shall continue in full force and effect.
16.2 No failure or delay by us in exercising any right or remedy under these Terms and Conditions shall constitute a waiver of that or any other right or remedy.
16.3 These Terms and Conditions, together with any written or agreed specifications of work, constitute the entire agreement between the parties relating to the provision of services and supersede any prior understandings or arrangements, whether written or oral.
