Carpet Cleaners SW16 Service Terms and Conditions
These Terms and Conditions set out the basis on which Carpet Cleaners SW16 provides carpet, upholstery and related cleaning services to residential and commercial customers within its service area. By making a booking, requesting a quotation, or allowing our operatives to commence work at your premises, you agree to be bound by these Terms and Conditions.
If you do not agree with any part of these Terms and Conditions, you should not proceed with a booking or accept our services.
Definitions
In these Terms and Conditions, the following definitions apply:
Company means Carpet Cleaners SW16, the cleaning service provider.
Client means the person, firm, or organisation booking or receiving the services.
Premises means the property or area where the services are carried out.
Services means any carpet, rug, upholstery, mattress, curtain, hard floor, or related cleaning services provided by the Company.
Operative means any employee, contractor, or representative carrying out the services on behalf of the Company.
Scope of Services
The Company provides professional cleaning services within its service area, including carpet and upholstery cleaning, spot and stain treatment, and related tasks that have been agreed in advance with the Client. The precise scope of work for each booking will be confirmed in writing or verbally at the time of booking or quotation and may include specific areas or items to be cleaned.
The Company reserves the right to decline any job that is unsafe, unsuitable for the methods or equipment used, or outside the scope of its normal services. The Company does not undertake tasks that require specialist qualifications, structural repairs, or work at height beyond safe access.
Booking Process
Clients may request a quotation and make a booking by contacting the Company directly. Quotations are based on the information provided by the Client, including property type, room sizes, access, level of soiling, and specific requirements. Quotations are indicative and may be subject to change if the information provided is incomplete or inaccurate.
A booking is considered confirmed only when the Company has accepted the booking and provided a booking confirmation, which may be given verbally, in writing, or through another agreed method. The Company may request additional details before confirming a booking, including access instructions, parking arrangements, and any special considerations regarding the Premises.
The Client is responsible for ensuring that any information supplied for the purpose of booking and quotation is accurate and complete. The Company reserves the right to amend the price or decline the booking where the actual conditions at the Premises differ significantly from those described.
Access to the Premises
The Client must provide safe and reasonable access to the Premises for the Operatives at the agreed date and time. This includes providing keys, access codes, parking permissions, and clear instructions where required. If the Premises are located within restricted parking zones or controlled areas, the Client must arrange for suitable parking or reimburse any parking fees or penalties incurred while the services are carried out.
If the Operatives are unable to gain access at the agreed time due to circumstances under the Client’s control, the Company may apply a missed appointment or call-out charge and may reschedule the appointment at its discretion.
Client Responsibilities Before Cleaning
The Client is expected to prepare the Premises reasonably before the Operatives arrive. This includes removing fragile items, valuables, small furniture, toys, personal effects, and obstructions from the areas to be cleaned where practicable. Heavy furniture or items that require two or more people to move should not be moved by the Operatives unless previously agreed.
The Client must inform the Company in advance of any known defects, damage, loose fittings, existing stains, or particular risks associated with flooring, carpets, upholstery, or other items. The Company will not be liable for damage arising from undisclosed defects, wear, or weakness in materials.
Pricing and Quotations
Prices are usually quoted per room, per item, per area, or on a fixed job basis, depending on the nature of the work. Quotations will indicate whether they are inclusive of any applicable taxes and charges. The Company reserves the right to amend prices if the actual job requirements differ from those initially stated, including where additional rooms, items, or heavily soiled areas require extra time, products, or specialist treatment.
Any additional work requested by the Client on the day of service that was not included in the original quotation may be charged at the Company’s standard rates and will be subject to time and resource availability.
Payments and Terms
Payment terms will be confirmed at the time of booking. The Company may require payment in full upon completion of the services, a deposit in advance, or payment by a specified due date for commercial or repeat bookings.
Accepted payment methods may include cashless payments, bank transfer, or other methods specified by the Company. The Client is responsible for ensuring that cleared funds are received by the due date. The Company does not accept responsibility for delays caused by third party payment providers.
Where invoices are issued with a payment term, failure to pay by the due date may result in late payment charges, interest, and recovery costs, in accordance with applicable UK law. The Company reserves the right to suspend further services until overdue amounts have been settled.
Deposits and Minimum Charges
The Company may require a deposit to secure a booking, particularly for larger jobs, commercial premises, or appointments scheduled at peak times. Deposits are generally non-refundable if the Client cancels without sufficient notice, as set out in the cancellation policy below.
A minimum call-out charge may apply, which will be notified to the Client at the time of booking. Where the value of the work requested is below the minimum charge, the minimum charge will still be payable.
Cancellation and Rescheduling
The Client may cancel or reschedule a booking by providing notice to the Company. The following cancellation terms normally apply, unless otherwise agreed in writing:
If the Client cancels or reschedules more than 48 hours before the scheduled start time, no cancellation fee will usually be charged, and any deposit may be transferred to a new date or refunded at the Company’s discretion.
If the Client cancels or reschedules within 24 to 48 hours of the scheduled start time, the Company may charge a partial cancellation fee or retain part of any deposit to cover allocated time and resources.
If the Client cancels within 24 hours of the scheduled start time, fails to provide access, or the Operatives are turned away upon arrival, the Company may charge a full call-out fee or retain any deposit paid.
Where the Company needs to cancel or reschedule a booking due to operational reasons, staff sickness, equipment failure, or other unavoidable circumstances, it will notify the Client as soon as reasonably practicable and will offer an alternative appointment. The Company will not be liable for any indirect or consequential losses arising from such cancellation or rescheduling.
Service Standards and Limitations
The Company will exercise reasonable skill and care in providing the services and will use cleaning agents and equipment suitable for the surfaces and items being treated, based on the information provided and the professional judgment of the Operatives.
The Client acknowledges that some stains, odours, and damage may be permanent and cannot be removed or fully remedied by cleaning. The Company does not guarantee complete removal of all stains or marks, nor restoration of items to a brand-new condition.
Drying times for carpets and upholstery will vary depending on fibre type, humidity, ventilation, and other factors beyond the Company’s control. The Client is responsible for ensuring adequate ventilation and for following any aftercare advice provided by the Operatives.
Health, Safety and Access Conditions
The Company operates in accordance with applicable health and safety legislation. Operatives may refuse to work in environments that present health or safety risks, including but not limited to hazardous materials, aggressive behaviour, or illegal activities at the Premises.
The Client must ensure that children, pets, and other occupants are kept away from work areas and equipment during the cleaning process, and until any floors or surfaces are safe and dry to walk on. Certain products may require temporary exclusion from areas treated until fully dry.
Liability and Insurance
The Company holds appropriate insurance cover for its business operations. The Company will be liable only for direct damage caused by its negligence, subject to the limitations set out in these Terms and Conditions and applicable law.
The Company will not be liable for pre-existing damage, wear, discolouration, shrinkage, loose threads, delamination, or other inherent weaknesses in carpets, upholstery, or furnishings, whether or not these were apparent before cleaning. The Company may carry out tests before cleaning but cannot guarantee that damage will not occur where items are inherently unstable or previously damaged.
The Company will not be liable for loss or damage resulting from information withheld or misrepresented by the Client, failure to follow aftercare instructions, or the use of products on surfaces that the Client has not disclosed to be unsuitable or previously treated with incompatible chemicals.
The Company’s total liability for any claim arising out of the services shall not exceed the value of the specific job giving rise to the claim or the amount recoverable under its insurance policy, whichever is greater, except where such limitation is not permitted by law.
Nothing in these Terms and Conditions excludes or limits liability for death or personal injury caused by negligence, fraud, or any other liability that cannot be excluded under UK law.
Damage, Breakages and Complaints
The Client must notify the Company of any alleged damage, breakage, or dissatisfaction with the services as soon as reasonably possible, and in any event within 48 hours of completion of the work. The Company will investigate complaints and may request access to inspect the Premises and items in question.
Where a complaint is upheld, the Company may, at its discretion, offer a re-clean of affected areas, repair, replacement of an item, or a partial or full refund, depending on the circumstances. The Client agrees to allow the Company a reasonable opportunity to rectify any issues before seeking alternative remedies.
Waste Handling and Environmental Regulations
The Company complies with applicable UK regulations relating to waste, environmental protection, and the safe use and disposal of cleaning chemicals. Any waste generated directly from the Company’s operations, such as empty product containers, will be removed or disposed of appropriately by the Company, unless otherwise agreed.
The Client remains responsible for general household or commercial waste, including items cleared from floors, cupboards, and furniture, unless specific waste removal services have been agreed in advance. The Company does not handle hazardous, clinical, or regulated waste unless expressly agreed and authorised to do so under appropriate licensing and regulation.
The Client must not request or permit Operatives to dispose of waste in a way that breaches local or national regulations, including fly-tipping, incorrect use of bins, or illegal disposal of liquids or chemicals.
Property Rights and Keys
If the Client provides keys or access devices, these will be handled with reasonable care. The Company will not label keys with full address details. The Client is responsible for ensuring that any alarm codes and access instructions supplied are correct and that appropriate permission has been obtained from landlords or managing agents where applicable.
On completion of the services, keys will be returned as agreed with the Client. The Company will not be liable for any loss arising from access instructions that are inaccurate, incomplete, or changed without notice.
Use of Client Data
The Company may collect and process personal data from the Client for the purposes of handling enquiries, providing quotations, managing bookings, delivering services, and administering accounts. Personal data will be processed in accordance with applicable data protection legislation in the UK.
The Company may use contact details for service-related communication, such as booking confirmations, reminders, and follow-up messages. The Client may request access to their personal data or request corrections where information is inaccurate.
Force Majeure
The Company will not be liable for any delay or failure in performing its obligations where such delay or failure is due to events beyond its reasonable control. This may include adverse weather, transport disruption, power failures, equipment breakdown, strikes, pandemics, or legal restrictions affecting access or service delivery.
Amendments to Terms and Conditions
The Company reserves the right to amend these Terms and Conditions from time to time. Updated versions will apply to bookings made after the revised terms have been issued or made available to Clients. It is the Client’s responsibility to review the applicable terms at the time of booking.
Governing Law and Jurisdiction
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.
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.
Severability
If any provision of these Terms and Conditions is held to be invalid, unlawful, or unenforceable by a court or competent authority, that provision shall be treated as deleted, and the remaining provisions shall continue in full force and effect.
Entire Agreement
These Terms and Conditions, together with any written quotation or booking confirmation provided by the Company and any specific arrangements agreed with the Client, constitute the entire agreement between the parties in relation to the services supplied and supersede any prior agreements, representations, or understandings, whether oral or written.
