Carpet Cleaners SW11 Terms and Conditions of Service
These Terms and Conditions govern the provision of cleaning services by Carpet Cleaners SW11 to residential and commercial customers. By booking or accepting any service, 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 shall have the meanings set out below:
Customer means any individual, company or organisation that requests or receives services from Carpet Cleaners SW11.
Company, we or us means Carpet Cleaners SW11, the provider of cleaning services.
Services means any carpet, upholstery, rug, mattress, hard floor or related cleaning, stain treatment or similar work provided by the Company, together with any additional services agreed between the Company and the Customer.
Premises means the property or location where the Services are to be carried out.
Agreement means the contract between the Company and the Customer for the supply of Services, comprising these Terms and Conditions and the confirmed booking details.
2. Scope of Services
The Company provides professional cleaning services to customers within its designated service area. The exact scope of the Services to be provided, including areas to be cleaned, type of cleaning, frequency and any specific requirements, will be set out in the booking confirmation or agreed in writing prior to the commencement of work.
The Company reserves the right to decline work that falls outside its usual service capabilities, is unsafe, or involves materials or conditions that present a risk to staff, equipment or the Premises.
3. Booking Process
Bookings may be requested through our website forms or by other communication methods we make available from time to time. A booking request does not constitute a confirmed booking until it has been accepted and confirmed by the Company.
To place a booking, the Customer must provide accurate information, including full name, service address, access details, description of areas to be cleaned, approximate sizes or item counts, and any relevant information about the condition of carpets, upholstery or other surfaces.
The Company may provide an estimate based on the information supplied. All estimates are given in good faith but may be subject to change if the information provided is inaccurate or if the condition or size of the areas or items differs from the description provided at the time of booking.
A booking is confirmed only when the Customer receives confirmation from the Company specifying the agreed date, time or time window, and indicative price or pricing basis. The Customer is responsible for checking that the details in the confirmation are correct and informing the Company promptly of any discrepancies.
4. Access to the Premises
The Customer must ensure that the Company has safe and reasonable access to the Premises at the agreed time. This includes arranging for keys, entry codes, parking permissions or any other access requirements in advance.
If access is not available or is significantly delayed due to circumstances within the Customer's control, the Company may charge a call-out fee or treat the appointment as a late cancellation in accordance with the cancellation terms set out in these Terms and Conditions.
The Customer should ensure that the Premises have adequate lighting, electricity and, where required, access to water in order for the Services to be carried out safely and effectively.
5. Customer Responsibilities
The Customer agrees to:
Ensure that all valuable, fragile or easily damaged items are removed or safely stored away before the commencement of the Services.
Inform the Company of any known risks, defects or hazards at the Premises, including loose floor coverings, weak flooring, damaged fittings, or any previous damage or stains.
Disclose any sensitivities or requirements regarding cleaning solutions or equipment, such as allergy concerns or restrictions on certain products.
Supervise any minors or vulnerable persons present at the Premises to ensure that they remain at a safe distance from equipment and work areas.
6. Pricing and Quotations
Prices for Services may be provided as a fixed quote, an hourly rate, a per room or per item rate, or another agreed pricing structure. Unless otherwise stated, all prices are quoted in pounds sterling and are inclusive of any applicable taxes.
Quotations are based on the information provided by the Customer and the Company’s assessment of the likely time and resources required. If, upon arrival, the Company finds that the scope of work is significantly different from what was described, or that excessive soiling, staining or damage is present, the Company may revise the price before commencing work. The Customer will be informed of any change and may choose to accept the revised price, adjust the scope of the Services, or cancel the appointment in accordance with the cancellation provisions.
7. Payment Terms
Unless otherwise agreed in writing, payment is due on completion of the Services on the day they are carried out. The Company may accept various payment methods that will be specified at the time of booking or on the invoice.
For certain bookings, including large or commercial jobs, the Company may require a deposit or prepayment to secure the appointment. Any such requirement will be communicated to the Customer at the time of booking.
Where payment is not received on completion, the Company reserves the right to charge interest on overdue amounts at a reasonable rate, together with any administrative or legal costs incurred in recovering outstanding sums.
8. Cancellations and Rescheduling
The Customer may cancel or reschedule a booking by giving notice to the Company. To avoid charges, the Customer should provide as much notice as possible and, in any event, no less than the minimum notice period specified at the time of booking.
The Company reserves the right to apply a cancellation fee where a booking is cancelled or rescheduled with insufficient notice, or where the Company attends the Premises but is unable to gain access or carry out the Services due to circumstances within the Customer’s control. Such fee will be a reasonable proportion of the expected service charge, taking into account the time reserved and any costs incurred.
The Company may cancel or reschedule a booking in cases of staff illness, equipment failure, adverse weather, access difficulties, or other circumstances beyond its reasonable control. In such cases, the Company will aim to notify the Customer as soon as reasonably practicable and offer an alternative appointment. The Company will not be liable for any loss arising from such cancellations or rescheduling, other than refunding any prepayments for Services not performed.
9. Standards of Service and Limitations
The Company undertakes to provide the Services using reasonable care and skill in accordance with industry standards for professional cleaning. However, the Customer acknowledges that results may vary depending on the age, type and condition of carpets, upholstery and other materials, as well as the nature and duration of stains or soiling.
The Company does not guarantee the complete removal of all stains, odours or marks. Certain substances, previous cleaning attempts, or pre-existing damage may limit what can be achieved. The Company will not be liable for failure to remove stains or odours that are permanent or that cannot be treated without causing damage that the Customer has not expressly consented to.
Where the Company reasonably believes that a particular process or product may cause damage or discolouration, it will inform the Customer and may decline to proceed or request written or verbal confirmation to continue at the Customer’s own risk.
10. Liability and Damage
The Company will take reasonable care when carrying out the Services to avoid damage to the Premises and the Customer’s property. If the Customer believes that damage has occurred as a result of the Services, the Customer must notify the Company as soon as reasonably possible and, in any event, within a reasonable period after completion of the work.
The Company’s liability for loss or damage arising from the provision of the Services shall, to the fullest extent permitted by law, be limited to the value of the specific item or area cleaned or to the amount the Customer has paid for the Services on the date the loss occurred, whichever is lower.
The Company shall not be liable for:
Any pre-existing damage, wear, fading or discolouration, including that which becomes more apparent after cleaning.
Shrinkage, colour migration, texture changes or other effects where the materials were unsuitable for the chosen cleaning method or were not colourfast, and where this could not reasonably have been identified in advance.
Any indirect, consequential or economic loss, including loss of profit, loss of use, loss of opportunity or similar claims.
Nothing in these Terms and Conditions shall limit or exclude any liability that cannot be limited or excluded under applicable law, including liability for death or personal injury caused by negligence or for fraud.
11. Complaints and Service Issues
If the Customer is dissatisfied with any aspect of the Services, they should contact the Company as soon as reasonably possible, providing details of the issue and, where relevant, supporting information.
The Company will investigate complaints in good faith and may request access to the Premises to inspect the work. Where the Company considers that the complaint is justified, it may, at its discretion, offer to re-clean the affected areas or provide a partial refund or other appropriate remedy.
The Customer’s cooperation in allowing the Company a reasonable opportunity to address any issues is a condition of any remedial action or compensation.
12. Health, Safety and Waste Regulations
The Company will conduct its operations in accordance with applicable health and safety laws and regulations. Cleaning technicians are instructed to use equipment and products responsibly and to follow sensible safety procedures.
The Customer must ensure that the Premises are free from hazardous substances or materials that could pose a risk to health and safety, except where the Company has expressly agreed in writing to handle such materials. The Company may refuse to provide Services or may cease work immediately if it reasonably considers that the environment is unsafe.
The Company will handle waste generated in the course of cleaning in line with applicable waste management and environmental regulations. This may include collecting and removing limited quantities of waste such as spent cleaning solutions and general non-hazardous waste resulting directly from the Services.
The Company is not responsible for the removal or disposal of large volumes of waste, construction debris, hazardous substances or items not directly related to the Services, unless expressly agreed in advance. Any such additional waste handling or disposal services may be subject to separate charges and must comply with relevant legislation.
13. Customer Property and Storage
The Company does not accept responsibility for loss of or damage to items left at the Premises that are not directly involved in the cleaning process. Customers are encouraged to safely store jewellery, money, important documents and other valuables prior to the visit.
The Company will not be responsible for disassembling or reassembling furniture, equipment or fixtures, unless this has been specifically agreed. If items are moved to allow access for cleaning, reasonable care will be taken; however, the Customer remains responsible for ensuring that items are suitable to be moved and that no hidden cables, fixings or weaknesses are present.
14. Insurance
The Company maintains appropriate insurance in respect of its business operations, including public liability cover, subject to the terms, conditions and exclusions of the relevant policies.
Evidence of insurance may be made available upon reasonable request. Any claim by the Customer may be subject to the terms and conditions of the Company’s insurance policies and the insurer’s assessment.
15. Force Majeure
The Company shall not be in breach of this Agreement nor liable for delay in performing, or failure to perform, any of its obligations where such delay or failure results from events, circumstances or causes beyond its reasonable control. These may include, but are not limited to, extreme weather, natural disasters, accidents, public utility failures, transport disruptions, strikes, lockouts, public health emergencies or government restrictions.
16. Personal Data
The Company may collect and process personal data relating to the Customer for the purposes of managing bookings, providing Services, taking payment and handling customer service queries. Personal data will be handled in accordance with applicable data protection legislation and the Company’s privacy practices.
17. Variation
The Company may amend these Terms and Conditions from time to time to reflect changes in law, regulations, industry practice or its business operations. The version in force at the time of the Customer’s booking will apply to that Agreement. Updated versions may be made available on the Company’s website or upon request.
18. Governing Law and Jurisdiction
These Terms and Conditions and any Agreement between the Company and the Customer shall be governed by and construed in accordance with the laws of England and Wales.
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 or formation.
19. Severability
If any provision or part-provision of these Terms and Conditions is found to be invalid, illegal or unenforceable, it shall be deemed modified to the minimum extent necessary to make it valid, legal and enforceable. If such modification is not possible, the relevant provision or part-provision shall be deemed deleted. Any such modification or deletion shall not affect the validity and enforceability of the remaining provisions.
20. Entire Agreement
These Terms and Conditions, together with the booking confirmation and any other documents expressly incorporated by reference, constitute the entire agreement between the Company and the Customer relating to the Services and supersede any prior discussions, correspondence or understandings.
By placing a booking with Carpet Cleaners SW11, the Customer acknowledges that they have read, understood and agree to these Terms and Conditions.
