Carpet Cleaners SW19 Service Terms and Conditions
These Terms and Conditions set out the basis on which Carpet Cleaners SW19 provides professional cleaning services to residential and commercial customers. By placing a booking, you agree to be bound by these Terms and Conditions. Please read them carefully before confirming any service.
1. Definitions
In these Terms and Conditions, the following expressions have the meanings set out below:
Customer means the person, firm, or company requesting the services from Carpet Cleaners SW19.
Company means the provider of the cleaning services, trading as Carpet Cleaners SW19.
Services means any carpet, rug, upholstery, hard floor, or related cleaning services provided by the Company, together with any additional services agreed in writing.
Premises means the location where the Services are to be carried out.
Technician means any employee, contractor, or representative of the Company who carries out the Services.
2. Scope of Services
The Company provides professional carpet, upholstery, and related cleaning services to customers within its regular operating area. Availability of Services is subject to technician schedules, equipment requirements, and reasonable access to the Premises.
The exact Services to be performed will be agreed at the time of booking and confirmed in writing or verbally, as applicable. Any additional tasks requested on the day may be carried out at the discretion of the technician and may incur additional charges.
The Customer is responsible for ensuring the Company is provided with accurate information about the condition, size, and material of carpets, rugs, upholstery, and other items to be cleaned so that suitable equipment and resources can be allocated.
3. Booking Process
Bookings may be made via the Company’s usual communication channels. When making a booking, the Customer must provide accurate details, including the service address, property type, access arrangements, parking information, and a description of the work required.
All bookings are subject to availability and are not confirmed until the Company has acknowledged acceptance of the booking and, where applicable, received any required deposit. The Company reserves the right to decline any booking at its discretion.
The Company may request photographs, measurements, or additional information relating to the items to be cleaned in order to provide an accurate estimate and to determine whether specialist treatments or equipment are required.
Estimated arrival times are provided in good faith but are not guaranteed. External factors such as traffic conditions and earlier appointments may affect timing. The Company will endeavour to notify the Customer of significant delays and agree on a revised arrival time where necessary.
4. Estimates and Pricing
Prices are typically provided based on the information supplied by the Customer at the time of booking. Unless expressly stated otherwise, all prices are estimates and may be adjusted if the actual work required differs from the description initially given.
The technician will assess the Premises and items to be cleaned on arrival. If the scope of work, level of soiling, or access requirements differ significantly from the original description, the Company reserves the right to revise the price. Where a revised price is provided, the Customer will have the option to accept the new price or decline the Service. If the Customer declines and the technician has already attended the Premises, a call-out or minimum charge may apply.
Any promotional offers or discounts are subject to specific terms and time limits. They cannot be combined unless explicitly stated and may be withdrawn or amended at any time without notice.
5. Customer Responsibilities and Access
The Customer must ensure the Premises are accessible at the agreed appointment time. This includes providing entry instructions and, where applicable, arranging access through concierges, building management, or security personnel.
The Customer must ensure safe and reasonable parking is available close to the Premises. If paid parking is required in order to perform the Services, the Customer will be responsible for those costs and they may be added to the final invoice.
The Customer must move fragile items, valuables, small furniture, and personal belongings that may obstruct the cleaning area, unless otherwise agreed. Technicians may move light furniture where safe to do so, but this is not guaranteed and heavy or delicate items may not be moved. The Company accepts no liability for damage to items left in areas to be cleaned where it was reasonably foreseeable that they may be affected by the cleaning process.
The Customer must inform the Company in advance of any known risks at the Premises, including loose or damaged flooring, trip hazards, restricted access areas, pets, children, or sensitive occupants. The Customer is responsible for supervising children and pets during the visit.
6. Health, Safety, and Environmental Considerations
The Company uses cleaning solutions and equipment that are appropriate for professional use and, where possible, selected with health and environmental considerations in mind. The Customer should inform the Company of any allergies, sensitivities, or special requirements prior to the visit so that reasonable steps can be taken to accommodate them.
Technicians are authorised to refuse or suspend work if they consider the Premises to be unsafe or if conditions pose a risk to health, safety, or property. In such cases, the Company may charge a call-out fee or a proportion of the service charge to cover costs incurred.
Following cleaning, carpets and soft furnishings may remain damp for a period of time. The Customer must take care to avoid slips, falls, or damage caused by walking on damp surfaces or replacing furniture prematurely. The Company is not responsible for accidents arising from failure to follow post-cleaning instructions provided by the technician.
7. Payments and Invoicing
Unless otherwise agreed in advance, payment is due immediately on completion of the Services. The Company may accept various forms of payment and will confirm available methods at the time of booking or during the visit.
For certain bookings, including larger commercial jobs or specialist treatments, the Company may require an advance deposit or full prepayment. Any required deposit will be communicated to the Customer before the booking is confirmed. The Company reserves the right not to commence Services until any required deposit has been received.
Where payment terms have been agreed in writing, invoices are payable within the specified period. If payment is not received by the due date, the Company may charge interest on overdue amounts and recover any reasonable costs incurred in pursuing payment.
All amounts are quoted inclusive or exclusive of applicable taxes as specified at the time of booking. The Customer is responsible for any bank charges or fees arising from payment methods chosen.
8. Cancellations, Rescheduling, and No-Show Policy
The Customer may cancel or reschedule a booking by giving reasonable notice to the Company. Unless otherwise stated, at least 24 hours notice is required for standard residential appointments and at least 48 hours for larger or commercial jobs.
If the required notice is not provided, the Company reserves the right to apply a late cancellation fee or to retain any deposit paid, to cover the costs associated with the allocated time slot and any lost opportunities.
If the technician attends the Premises at the confirmed time and is unable to gain access, or if the Customer is not present where required to grant access, the visit may be treated as a no-show. In such cases, a call-out fee or the full service charge may be payable at the Company’s discretion.
The Company may cancel or reschedule a booking due to circumstances beyond its reasonable control, including illness, equipment failure, extreme weather, or other unforeseen events. In such cases, the Company will endeavour to provide as much notice as possible and will offer an alternative appointment time. The Company will not be liable for any indirect loss arising from such cancellations.
9. Service Quality and Limitations
The Company aims to deliver high-quality cleaning services using professional techniques. However, results can vary depending on the condition, age, and type of carpet or upholstery, as well as staining, previous treatments, and general wear.
The Company does not guarantee complete removal of all stains, odours, or marks. Some stains may be permanent, and attempting to remove them may carry a risk of damage or colour loss. The technician will advise the Customer where such risks are identified and, where appropriate, obtain consent before proceeding.
The Customer should inspect the work on completion. If the Customer has any concerns, these should be raised with the technician before they leave the Premises whenever possible. Reasonable steps will then be taken to address any issues.
10. Liability and Insurance
The Company carries appropriate liability insurance in relation to the Services it provides. The Company will exercise reasonable care and skill in performing the Services and in handling Customer property.
The Company will not be liable for:
Any pre-existing damage, wear, fading, shrinkage, or discolouration to carpets, rugs, upholstery, or other items;
Any damage arising from defects in materials, dyes, or construction of carpets or furnishings, or from inadequate installation; or
Any indirect or consequential loss, such as loss of profit, loss of enjoyment, or costs arising from delay or inconvenience.
In the event of damage directly caused by the negligence of the Company or its technicians, the Company’s liability will be limited, at its option, to either repairing the damage, arranging a satisfactory replacement, or paying the reasonable cost of repair or replacement, subject always to the terms and limits of its insurance policy.
Nothing in these Terms and Conditions limits or excludes any liability that cannot be limited or excluded under applicable law, including liability for death or personal injury caused by negligence or for fraud or fraudulent misrepresentation.
11. Waste Handling and Environmental Regulations
The Company will handle waste water, used solutions, and residues from the cleaning process in accordance with relevant waste and environmental regulations. Where possible, waste water will be discharged using appropriate drainage systems at the Premises, in line with applicable rules and industry best practice.
The Customer must ensure that suitable access to drains or facilities is available if required for the safe disposal of waste water generated during the cleaning process. The Company will not dispose of waste water in a manner that would breach regulations or risk environmental harm.
If any hazardous substances, heavy contamination, or biohazard materials are present at the Premises, the Customer must disclose this in advance. The Company may refuse to handle such materials or may require specialist procedures and additional charges. The Company does not provide licensed hazardous waste removal unless expressly agreed and properly authorised.
12. Damage to Property and Items
The Customer should remove or protect fragile items, electronics, valuable ornaments, and other delicate objects relating to the areas to be cleaned. While technicians take care when working, accidental contact may occur where items obstruct access or are left in vulnerable positions.
The Company is not responsible for damage to items it has not been requested to clean, where such damage arises from reasonable access or from the normal use of cleaning equipment. The Customer is responsible for identifying items of particular value or fragility before work begins.
13. Complaints and Dispute Resolution
If the Customer is dissatisfied with any aspect of the Service, the Customer should notify the Company as soon as reasonably practicable, describing the issue in detail and, where possible, providing photographs. The Company will investigate the matter and may request a follow-up visit to assess the situation.
Where a complaint is upheld, the Company may, at its discretion, offer to re-clean the affected area, provide a partial refund, or apply a discount to future Services. Any remedies will take into account the nature of the issue, the condition of the items cleaned, and the limitations inherent in cleaning processes.
The Company aims to resolve complaints amicably and efficiently. These Terms do not affect any statutory rights the Customer may have under consumer law.
14. Force Majeure
The Company will not be liable for any failure or delay in performing its obligations where such failure or delay results from events, circumstances, or causes beyond its reasonable control, including but not limited to extreme weather, accidents, transport disruptions, strikes, or power failures.
15. Amendments to Terms and Conditions
The Company may update or amend these Terms and Conditions from time to time to reflect changes in law, best practice, or internal procedures. The version in force at the time of booking will apply to that particular Service.
16. Governing Law and Jurisdiction
These Terms and Conditions and any dispute or claim arising out of or in connection with them or their subject matter 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.
17. Severability
If any provision of these Terms and Conditions is found by a court or other competent authority to be invalid, unlawful, or unenforceable, that provision shall be deemed deleted and the remaining provisions shall continue in full force and effect.
18. Entire Agreement
These Terms and Conditions, together with the details of the confirmed booking and any specific written agreements, constitute the entire agreement between the Company and the Customer relating to the Services and supersede any prior understandings, communications, or representations, whether oral or written.
