Carpet Cleaning London Service Terms and Conditions
These Terms and Conditions set out the basis on which Carpet Cleaning London provides professional carpet and related cleaning services to residential and commercial customers within our service areas. By booking a service with us, you agree to be bound by these Terms and Conditions. Please read them carefully before making a booking.
1. Definitions
In these Terms and Conditions, the following expressions shall have the meanings set out below:
Customer means any individual, business, or organisation that requests or uses our services.
Company means Carpet Cleaning London, the provider of the cleaning services.
Services means carpet cleaning and any additional or related cleaning services provided by the Company as agreed with the Customer.
Premises means the property or location where the Services are to be carried out.
Booking means a confirmed request by the Customer for the Company to provide Services on a specific date and time.
2. Scope of Services
The Company provides professional carpet cleaning and related services, which may include, but are not limited to, carpet, rug and upholstery cleaning, stain and spot treatment, and end of tenancy or move-in carpet cleaning. The exact scope of Services will be as agreed at the time of booking, based on the information provided by the Customer.
The Company reserves the right to decline any job that it considers to be unsafe, impractical, beyond reasonable capability, or not in line with these Terms and Conditions.
3. Booking Process
Customers may request a quotation and make a Booking by contacting the Company through its published communication channels or by using any online enquiry or booking tools provided by the Company from time to time.
Quotations are typically based on the description of the Premises and the Services required as provided by the Customer. The Customer is responsible for ensuring that all details supplied are accurate and complete, including the type and approximate size of the areas to be cleaned, level of soiling, and any access restrictions.
A Booking will be confirmed once the Company has accepted the request and has provided confirmation of the date, approximate arrival time, and price. Confirmation may be provided verbally or in writing, depending on the method of booking.
The Company reserves the right to amend or adjust the quoted price if the information provided by the Customer was incomplete or incorrect, or if the actual condition or size of the Premises differs materially from that described at the time of booking. Any such amendment will be discussed with the Customer before work continues.
4. Customer Obligations
The Customer agrees to provide the Company and its operatives with safe and reasonable access to the Premises, including suitable parking where possible, and clear access to the areas that require cleaning.
The Customer shall ensure that the Premises are reasonably prepared for the Services. This may include moving small items, breakables, and personal belongings, and ensuring that pets and children are kept away from the work areas for the duration of the Service and any drying period that follows.
The Customer must notify the Company in advance of any known hazards, sensitive materials, existing damage, or particular concerns related to the Premises, carpets, flooring, or furnishings. This information enables the Company to select suitable cleaning methods and take appropriate precautions.
5. Pricing and Quotations
All prices are provided in pounds sterling and are exclusive of any applicable taxes unless otherwise stated. The Company will inform the Customer if VAT or any other tax applies to the Services.
Quotations are based on the information provided by the Customer and on the assumption of normal levels of soiling and access. The Company reserves the right to revise a quotation if the job differs significantly from the description provided. In such cases, the Customer will be informed of any price change before work is carried out or continued.
Any additional services requested on the day of the appointment that were not included in the original quotation, such as extra rooms, additional stain treatments, or further areas of the Premises, will be charged separately and will be agreed with the Customer before proceeding.
6. Payments
Payment terms will be confirmed at the time of booking. Unless otherwise agreed in writing, payment is due immediately upon completion of the Services. For certain bookings, the Company may require a deposit or advance payment to secure the appointment.
The Company accepts a range of payment methods, which may include cash, bank transfer, card payment, or other accepted methods as notified to the Customer. The Customer must ensure that cleared payment is made in full and on time.
For commercial Customers or account Customers, separate payment terms may be agreed in writing, including invoice due dates. In the event of late payment, the Company reserves the right to charge interest and any reasonable costs incurred in recovering the amount owed.
7. Cancellations and Rescheduling
The Customer may cancel or reschedule a Booking by providing notice to the Company. To avoid a cancellation charge, the Customer should provide reasonable notice, typically at least 24 hours before the scheduled appointment time, unless otherwise agreed.
If the Customer cancels or reschedules with less than the required notice period, the Company may charge a cancellation fee, which may be up to a reasonable percentage of the quoted price or any deposit paid. This fee is to cover administrative costs and loss of allocated time.
If the Customer fails to provide access to the Premises at the agreed time, or if the Company is unable to carry out the Services due to circumstances within the Customer's control, this may be treated as a late cancellation and a fee may be applied.
The Company reserves the right to cancel or reschedule a Booking in case of unforeseen circumstances, safety concerns, staff illness, severe weather, or events beyond its reasonable control. In such cases, the Company will notify the Customer as soon as reasonably possible and will offer an alternative appointment. The Company will not be liable for any consequential loss arising from such cancellation or rescheduling.
8. Access, Parking and Utilities
The Customer is responsible for providing suitable access to the Premises, including any necessary entry arrangements with building management, concierge, or neighbours. Any parking charges or restrictions should be disclosed in advance. The Customer may be required to cover reasonable parking costs incurred by the Company in order to carry out the Services.
The Customer should ensure that adequate electricity, water and lighting are available at the Premises during the appointment. If these are not available and this prevents the Services from being carried out, the Company may treat the visit as a late cancellation.
9. Condition of Carpets and Furnishings
The Company will carry out an assessment of the carpets, rugs, upholstery and other areas to be cleaned prior to commencing work. The Customer acknowledges that certain types of fibres, dyes, constructions, age and pre-existing damage may limit the results that can be achieved.
While the Company endeavours to remove or reduce staining and odours, no guarantee can be given that every stain, mark or odour will be completely removed. Some stains may be permanent due to chemical changes, previous cleaning attempts, or the nature of the substance.
The Customer understands that pre-existing wear, fading, discolouration, loose threads, weak backing, shrinkage risk, and hidden defects may become more visible after cleaning. The Company does not accept liability for such pre-existing conditions.
10. Liability and Limitations
The Company will exercise reasonable skill and care in providing the Services. If the Customer is not satisfied with the standard of work, they should notify the Company within a reasonable time, typically within 48 hours of completion, to allow the Company the opportunity to inspect and, where appropriate, rectify the issue.
To the fullest extent permitted by law, the Company's liability for any loss or damage arising from or connected to the Services shall be limited to the value of the specific Service provided on the date in question or the amount actually paid by the Customer for that Service, whichever is lower.
The Company shall not be liable for any indirect or consequential loss, including, without limitation, loss of profit, loss of business, loss of opportunity, or any similar loss, whether arising in contract, tort, or otherwise.
The Company shall not be liable for any damage caused by inaccurate or incomplete information provided by the Customer, for any defects or weaknesses in carpets, flooring or furnishings that become apparent during or after cleaning, or for any damage resulting from the failure of the Customer to follow aftercare instructions, including recommended drying times and ventilation.
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 that cannot be excluded under applicable law.
11. Waste Handling and Environmental Regulations
The Company will handle any waste arising from the provision of the Services in accordance with applicable UK waste management and environmental regulations. This may include the safe collection and disposal of limited quantities of waste water, used cleaning materials, and other non-hazardous waste directly related to the Services.
The Customer is responsible for any existing waste at the Premises that is not directly generated by the Services. The Company does not operate as a general waste removal or disposal contractor and will not remove large volumes of waste materials, furniture, or household rubbish as part of standard carpet cleaning services.
Chemicals and cleaning agents used by the Company are selected with regard to effectiveness and environmental impact where reasonably practicable. The Customer should inform the Company in advance of any specific environmental or regulatory requirements relevant to the Premises.
12. Health and Safety
The Company is committed to operating in accordance with applicable health and safety laws and industry standards. Operatives are instructed to work in a manner that minimises risk to themselves, the Customer, and any third parties present at the Premises.
The Customer must ensure that the Premises are reasonably free from hazards that could put the Company's operatives at risk, such as loose wiring, unsafe flooring, aggressive pets, or other dangerous conditions. The Company may withdraw its services if it considers the environment to be unsafe.
The Customer should take care when walking on freshly cleaned carpets or hard floors, as they may be damp and more slippery than usual during the drying period. Warning signs may be used where appropriate, but the Customer remains responsible for their own safety and that of anyone on the Premises.
13. Complaints and Service Issues
Any concerns or complaints about the Services should be reported to the Company as soon as reasonably possible, preferably within 48 hours of the completion of the work. This enables the Company to assess the situation while the condition of the carpets and furnishings is recent.
Where a complaint is justified, the Company may at its discretion offer a re-clean of the affected area, a partial refund, or another appropriate remedy, taking into account the nature of the issue and the limitations of the cleaning process. The Company will not be obliged to undertake remedial work if the Customer has arranged for any third party to attempt further cleaning or repair before the Company has had a reasonable opportunity to inspect the issue.
14. Privacy and Data Protection
The Company will collect and use personal information, such as names, addresses, and contact details, solely for the purposes of handling enquiries, managing bookings, providing Services, and related administration. Personal information will be handled in accordance with applicable UK data protection legislation.
The Company may retain records of bookings, invoices, and service notes for a reasonable period for legal, tax, and operational purposes. Customers may request access to the personal information that the Company holds about them, subject to applicable law.
15. Changes to These Terms
The Company may update or amend these Terms and Conditions from time to time to reflect changes in law, industry standards, or the way in which the Services are delivered. The version in force at the time of the Customer's Booking will apply to that particular service appointment.
Updated versions of the Terms and Conditions may be made available on the Company's website or provided upon request. Continued use of the Services after any changes have been communicated shall constitute acceptance of the updated Terms and Conditions.
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. General Provisions
If any provision of these Terms and Conditions is found to be invalid, unlawful, or unenforceable by a court or competent authority, that provision shall be deemed deleted, and the remaining provisions shall continue in full force and effect.
No failure or delay by the Company in exercising any right or remedy provided under these Terms and Conditions or by law shall constitute a waiver of that or any other right or remedy.
The Customer may not assign or transfer any of their rights or obligations under these Terms and Conditions without the prior written consent of the Company. The Company may assign or subcontract its rights and obligations where reasonably necessary to deliver the Services, provided that this does not reduce the level of service to the Customer.