Carpet Cleaning SE18 Service Terms and Conditions
These Terms and Conditions set out the basis on which Carpet Cleaning SE18 provides carpet, rug, upholstery and related cleaning services to customers within its service area. By making a booking, using our services, or permitting our operatives to access 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:
Customer means the individual, company, landlord, tenant, letting agent or other party who makes a booking or on whose behalf a booking is made for the services.
Company means Carpet Cleaning SE18, the provider of the services.
Premises means the property or location where the services are to be carried out.
Services means carpet cleaning, rug cleaning, upholstery cleaning and any additional or related cleaning services agreed in writing between the Company and the Customer.
Booking means an agreed appointment for the Company to provide services at the premises.
2. Scope of Services
2.1 The Company provides professional carpet and related cleaning services within the SE18 area and nearby localities as determined and updated by the Company from time to time.
2.2 The specific services to be provided, including the number of rooms, areas, or items to be cleaned, and any additional services, will be agreed at the time of booking.
2.3 The Company reserves the right to refuse or discontinue services where, in its reasonable opinion, the premises are unsafe, access is restricted, or the Customer has provided incorrect information materially affecting the performance of the services.
3. Booking Process
3.1 Bookings can be requested by the Customer through the Company’s accepted communication channels as published from time to time. A booking will only be considered confirmed when the Company has provided explicit confirmation of the appointment details and, where required, has received any requested deposit or prepayment.
3.2 The Customer must provide accurate information at the time of booking, including the full address of the premises, type and approximate size of the areas or items to be cleaned, parking information, and any known access restrictions or special requirements.
3.3 The Company may request photographs or additional details to provide an estimate. Any estimate is based on the information provided by the Customer and may be subject to change if, upon arrival, the actual condition or size of the premises differs materially.
3.4 The Customer is responsible for ensuring that a person aged 18 or over is present at the premises for the duration of the appointment or at least at the beginning and end of the appointment, as reasonably required by the Company.
4. Access, Parking and Utilities
4.1 The Customer must ensure that the Company has safe and reasonable access to the premises at the agreed time, including access to all areas scheduled for cleaning.
4.2 If parking is required, the Customer is responsible for providing suitable parking arrangements and for any associated costs, such as permits or pay-and-display charges, unless otherwise agreed in advance.
4.3 The Customer must ensure that the premises have functioning electricity and water supplies and that these are made available for the duration of the services. Failure to provide adequate utilities may be treated as a Customer cancellation and may incur fees in accordance with the cancellation terms.
5. Customer Obligations Before Cleaning
5.1 The Customer must remove, or arrange for the removal of, all small furniture, personal belongings, fragile items, valuables, and breakables from the areas to be cleaned, unless otherwise agreed in writing. The Company will not move heavy or fragile furniture such as wardrobes, large bookcases, display cabinets, televisions, or audio-visual equipment.
5.2 The Customer must inform the Company of any existing damage, stains, wear, or defects in carpets, rugs, upholstery or flooring prior to the start of the services.
5.3 The Customer is responsible for ensuring that children and pets are kept away from the work area for safety reasons and to allow the Company’s operatives to carry out the services efficiently.
6. Prices, Estimates and Changes to Work
6.1 Prices are typically provided based on information given by the Customer. The Company reserves the right to adjust the quoted price if, upon arrival, the area or items are significantly larger, more soiled, or materially different from the description provided.
6.2 Any additional work requested by the Customer on the day of service that is outside the original booking may be accepted or refused at the Company’s discretion and, if accepted, may incur additional charges.
6.3 All prices are stated in pounds sterling. Unless expressly stated otherwise, prices are inclusive of standard cleaning products and equipment required to perform the services.
7. Payments
7.1 Payment terms will be confirmed at the time of booking. Depending on the nature and value of the services, the Company may require a deposit or full prepayment to secure the booking.
7.2 Where payment on completion is agreed, payment is due immediately upon completion of the services at the premises, using accepted payment methods specified by the Company.
7.3 For business customers, alternative invoicing and payment terms may be agreed in writing. Invoices are payable by the due date stated on the invoice.
7.4 The Company reserves the right to charge interest and reasonable debt recovery costs on late payments in line with applicable UK legislation.
8. Cancellations, Rescheduling and No-Show Policy
8.1 The Customer may cancel or reschedule a booking by providing reasonable notice to the Company. The required notice period and any related charges will be communicated at the time of booking.
8.2 As a general guideline, cancellations or rescheduling with less than 24 hours notice before the scheduled appointment time may incur a cancellation fee, which may be up to the full service charge where the Company has incurred costs or is unable to reallocate the time slot.
8.3 If the Company’s operatives attend the premises and are unable to gain access, or if the Customer refuses entry or otherwise prevents the services from being carried out, this may be treated as a late cancellation and a call-out or cancellation charge may apply.
8.4 The Company reserves the right to cancel or reschedule a booking in the event of circumstances beyond its reasonable control, including but not limited to severe weather, illness, equipment failure, or transport disruption. In such cases, the Company will offer an alternative appointment time. The Company will not be liable for any consequential loss arising from such cancellation or rescheduling.
9. Service Standards and Results
9.1 The Company will exercise reasonable care and skill in the provision of the services and will use cleaning methods that are generally accepted within the professional carpet cleaning industry.
9.2 While the Company aims to achieve high quality cleaning results, the Customer acknowledges that certain stains, odours, wear and damage may be permanent and cannot be fully removed or remedied. The Company does not guarantee complete stain or odour removal.
9.3 Drying times for carpets and upholstery can vary depending on material, ventilation, and ambient conditions. The Company can provide indicative drying times only and is not responsible for delays in drying caused by factors beyond its control.
10. Customer Complaints and Rectification
10.1 If the Customer is dissatisfied with any aspect of the services, the Customer must notify the Company as soon as reasonably practicable, and in any event within 48 hours of completion of the services.
10.2 Upon notification, the Company may request further information and, where appropriate, will arrange a revisit to inspect and, if reasonably possible, rectify the issue. Rectification is limited to the specific areas or items covered by the original services.
10.3 The Customer’s failure to allow the Company a reasonable opportunity to inspect and remedy any alleged defects may affect the Customer’s rights in relation to that complaint.
11. Liability and Limitations
11.1 The Company shall take reasonable care when providing the services. However, the Company shall not be liable for:
a. Pre-existing damage, wear, discolouration or defects in carpets, rugs, upholstery or other surfaces.
b. Damage caused by the failure of the Customer to disclose relevant information, including composition, age, or prior treatment of items.
c. Shrinkage, colour changes, pile distortion or other issues that arise from inherent weaknesses, poor fitting, unsuitable installation or previous cleaning or treatment.
d. Loss or damage resulting from the Customer’s failure to follow aftercare advice, including advice regarding foot traffic, furniture placement and ventilation during drying.
11.2 The Customer must remove valuable, fragile, or irreplaceable items from the work area. The Company shall not be liable for loss of or damage to items that should reasonably have been removed from the area prior to cleaning.
11.3 Nothing in these Terms and Conditions shall exclude or limit the Company’s liability for death or personal injury caused by its negligence, for fraud or fraudulent misrepresentation, or for any other liability which cannot be excluded or limited under applicable law.
11.4 Subject to the above, the Company’s total liability to the Customer arising out of or in connection with the services, whether in contract, tort or otherwise, shall not exceed the total amount paid or payable by the Customer for the specific services giving rise to the claim.
12. Waste, Residues and Environmental Regulations
12.1 The Company will handle waste water and residues from the cleaning process in compliance with applicable UK environmental and waste regulations.
12.2 Where practical and appropriate, waste water will be disposed of via suitable drainage at the premises, with the Customer’s consent and in accordance with relevant local guidelines.
12.3 The Company will not remove or transport hazardous waste or items classified as controlled waste under UK law. If such materials are identified at the premises, the Company may refuse to proceed with all or part of the services and shall not be liable for any resulting loss.
12.4 The Customer is responsible for the disposal of any bulky waste, furniture, or items not directly generated by the Company’s cleaning process.
13. Health and Safety
13.1 The Company will take reasonable steps to ensure that all cleaning products and methods are safe when used as directed. Safety data sheets for products used are available on request where applicable.
13.2 The Customer must inform the Company prior to the start of the services of any known allergies, sensitivities, or health conditions affecting occupants that might be impacted by cleaning products or procedures.
13.3 The Customer must keep children, pets and third parties away from areas where cleaning is being carried out or where floors and items remain damp or wet, to prevent slips, trips or other accidents.
14. Insurance
14.1 The Company maintains appropriate public liability and, where applicable, employer’s liability insurance for the provision of its services.
14.2 Evidence of insurance cover can be provided to the Customer upon reasonable request.
15. Data Protection and Privacy
15.1 The Company will collect and process personal data provided by the Customer, such as name, address and contact details, solely for the purposes of managing bookings, providing the services, and handling payments and customer service.
15.2 The Company will take reasonable steps to protect the confidentiality and security of Customer data and will not sell or share personal data with third parties except where necessary to perform the services, process payments, comply with legal obligations, or with the Customer’s consent.
16. Force Majeure
16.1 The Company shall not be liable for any delay or failure to perform its obligations under these Terms and Conditions where such delay or failure is due to events beyond its reasonable control, including but not limited to extreme weather, power or utility failures, accidents, acts of God, acts of government, or strikes.
17. Amendments to Terms and Conditions
17.1 The Company reserves the right to amend these Terms and Conditions from time to time. The version in force at the time of the Customer’s booking will apply to that booking.
18. Governing Law and Jurisdiction
18.1 These Terms and Conditions, and any dispute or claim arising out of or in connection with them or with the services, shall be governed by and construed in accordance with the laws of England and Wales.
18.2 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 the services provided by the Company.
By proceeding with a booking or using the services of Carpet Cleaning SE18, you confirm that you have read, understood and agree to be bound by these Terms and Conditions.
