Carpet Cleaners SE19 Service Terms and Conditions
These Terms and Conditions set out the basis on which Carpet Cleaners SE19 provides carpet, upholstery and related cleaning services to residential and commercial customers. By making a booking, accessing our services or allowing our operatives onto your premises, you agree to be bound by these Terms and Conditions.
1. Definitions
In these Terms and Conditions, the following definitions apply:
Customer means the individual or organisation requesting or receiving services from Carpet Cleaners SE19.
Company, we, us or our means Carpet Cleaners SE19, operating as a carpet and upholstery cleaning service provider in the United Kingdom.
Services means any cleaning, stain treatment, deodorising, or related work carried out by us, including any ancillary tasks reasonably required to perform such work.
Premises means the property or location where the Services are to be carried out.
Operatives means our employees, contractors or authorised representatives who provide the Services on our behalf.
2. Scope of Services
We provide professional carpet, rug and upholstery cleaning and related services within our designated service area, including SE19 and nearby locations, as updated by us from time to time. The specific Services to be carried out will be agreed with the Customer at the time of booking, based on the information provided by the Customer regarding the Premises, items to be cleaned and any particular concerns.
The Customer acknowledges that all cleaning results are subject to the condition, age and type of fibres or materials, previous treatments and stains, and other factors beyond our control. Whilst we aim to achieve high quality results, we do not guarantee that all stains or marks will be removed or that items will be restored to an original condition.
3. Booking Process
Bookings can be made by the Customer through our accepted communication channels as indicated on our website or other official materials, such as online forms or written requests. By placing a booking, the Customer confirms that they are at least 18 years of age and authorised to arrange cleaning at the Premises.
At the time of booking, the Customer must provide accurate and complete information, including:
a. The full address of the Premises and suitable directions or access instructions.
b. Details of the areas and items to be cleaned, including approximate sizes and any known issues.
c. Any parking restrictions, access limitations or relevant building regulations.
d. Any known hazards, such as damaged flooring, loose fixtures or health and safety concerns.
We will provide a quotation based on the information supplied. Quotations are given in good faith but do not constitute a binding contract until confirmed by us in writing or through an accepted booking confirmation. We reserve the right to revise a quotation if the information supplied by the Customer is inaccurate, incomplete, or if the condition of the Premises on arrival requires additional work.
4. Access and Parking
The Customer is responsible for ensuring adequate access to the Premises on the agreed date and time of the booking. This includes arranging for keys, codes, or entry via a concierge or building manager if applicable, and providing a safe working environment for our Operatives.
Where parking permits, pay-and-display tickets or private parking arrangements are required to access the Premises, the Customer must either supply a valid permit or cover any parking charges incurred by our Operatives during the provision of the Services. Any parking fines or penalty charges arising from inaccurate information or failure to arrange suitable parking may be charged to the Customer.
5. Customer Obligations
The Customer agrees to:
a. Provide truthful and complete information about the Premises and items to be cleaned.
b. Remove valuable, fragile or easily damaged items from areas where cleaning is to be carried out, or clearly inform our Operatives of any items requiring special care.
d. Allow adequate time for carpets and upholstery to dry and follow any aftercare instructions provided by our Operatives.
We are not responsible for damage caused where the Customer has failed to comply with these obligations or has ignored reasonable advice given by our Operatives.
6. Pricing and Quotations
Our prices are normally based on the size of the areas or items to be cleaned, the type of material, and the level of soiling. Unless otherwise stated, prices are quoted in pounds sterling and include any applicable taxes.
We may provide estimates by telephone or through online channels based on the information supplied by the Customer. These estimates are subject to change upon inspection of the Premises. If the actual work required differs significantly from what was described, we will inform the Customer before commencing the Services and provide an updated price. If the Customer does not agree to the revised price, we reserve the right to cancel the Service or limit the work to the value of the original estimate.
7. Payments and Invoicing
Unless otherwise agreed in writing, payment is due immediately upon completion of the Services. We may accept payment by cash, card or bank transfer, subject to the methods we make available at the time of booking or upon completion.
For commercial Customers or repeat bookings, we may, at our discretion, agree to invoice the Customer with payment terms specified on the invoice. Failure to pay an invoice by the due date may result in suspension of further Services and the accrual of interest on the overdue amount at the statutory rate allowable under UK law, until payment is made in full.
We reserve the right to request a deposit or full prepayment for certain bookings, including large jobs, evening or weekend appointments, or where specialised equipment or materials are required. Any such deposit will be set out clearly at the time of booking.
8. Cancellations and Rescheduling
The Customer may cancel or reschedule a booking subject to giving us reasonable notice. Unless otherwise agreed, we require at least 24 hours notice prior to the scheduled appointment time for cancellation or rescheduling without charge.
If the Customer cancels or reschedules with less than 24 hours notice, we reserve the right to charge a cancellation fee of up to 50 percent of the agreed price to cover our administrative costs and loss of opportunity to reallocate the appointment.
If our Operatives attend the Premises at the agreed time and are unable to gain access or begin the work due to circumstances within the Customer’s control, this may be treated as a late cancellation and a call-out or cancellation charge may apply.
We also reserve the right to cancel or reschedule a booking due to unforeseen circumstances, such as illness, vehicle breakdown, extreme weather or operational issues. In such cases, we will make reasonable efforts to notify the Customer as soon as possible and, where feasible, offer an alternative appointment time. We will not be liable for any indirect losses resulting from such cancellation or rescheduling.
9. Service Quality and Complaints
We aim to provide Services to a professional standard. If the Customer is dissatisfied with the Service provided, they must notify us as soon as reasonably practicable, and in any event within 48 hours of completion of the work.
Upon receiving a complaint, we may request photographs, descriptions or a further visit to the Premises to assess the issue. Where a complaint is justified, we may, at our discretion, offer to re-clean the affected area, provide a partial refund, or offer a discount on future Services. Our liability in such circumstances will not exceed the price paid for the specific Service in dispute.
10. Liability and Limitations
We will take reasonable care when providing the Services, using appropriate cleaning methods and products for the materials in question. However, the Customer acknowledges that:
a. Certain stains, odours or damage may be permanent and not treatable by cleaning.
b. Pre-existing damage, wear, fading, loose seams, weak backing or prior improper cleaning may be exposed or worsened by professional cleaning.
To the fullest extent permitted by law, we shall not be liable for:
i. Any damage or loss arising from pre-existing defects or weaknesses in carpets, upholstery or other items.
ii. Any indirect, consequential or economic loss, including loss of profit, business interruption or loss of opportunity.
iii. Any damage resulting from failure of the Customer to follow our advice or aftercare instructions.
Our total liability for any claim arising out of or in connection with the provision of Services, whether in contract, tort or otherwise, shall not exceed the total price paid or payable by the Customer for the specific Services giving rise to the claim.
Nothing in these Terms and Conditions shall limit or exclude our liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation, or any other liability that cannot be excluded or limited under applicable law.
11. Insurance
We maintain public liability insurance appropriate to the nature and scale of our operations. Evidence of such insurance may be made available upon reasonable request. The existence of insurance does not extend our liability beyond that set out in these Terms and Conditions.
12. Health, Safety and Waste Regulations
We comply with relevant health and safety legislation applicable in the United Kingdom. Our Operatives are instructed to use cleaning products, machinery and waste disposal methods that align with current regulations and professional standards.
Some cleaning processes may involve the use of chemicals. Safety data sheets are available on request for products we use regularly. The Customer must inform us in advance of any allergies, sensitivities or special requirements that may affect product selection.
We handle and dispose of waste water, soiling and any removed residue in accordance with local waste management and environmental regulations. Where waste must be removed from the Premises, we will do so in a lawful manner and may charge a reasonable fee for specialist disposal where required. The Customer is responsible for informing us of any hazardous substances present at the Premises that may affect cleaning or waste management.
13. Property and Keys
If the Customer provides keys or access devices to facilitate the Services, we will take reasonable care to safeguard them. Keys will only be used for the purpose of delivering the agreed Services and will be stored securely when not in use. We are not liable for loss or damage arising from keys already defective, copied or misused by third parties.
14. Force Majeure
We shall not be liable for any delay or failure to perform our obligations where such delay or failure results from events or circumstances beyond our reasonable control. This may include, but is not limited to, extreme weather, fire, flood, acts of terrorism, strikes, pandemics, government restrictions or failure of public utilities.
15. Personal Data and Confidentiality
We collect and process personal data for the purposes of managing bookings, delivering Services, processing payments and, where permitted, providing service-related communications. We will handle personal data in accordance with applicable data protection laws in the United Kingdom.
We will not disclose Customer information to third parties except where necessary to provide the Services, comply with legal obligations or with the Customer’s consent. We expect Customers to respect the confidentiality of any proprietary information about our processes or pricing structures.
16. Variations to Terms
We may update or amend these Terms and Conditions from time to time to reflect changes in the law, our business operations or industry practice. The version in force at the time of booking will apply to that particular Service. Updated Terms and Conditions will be made available through our standard communication channels.
17. 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 or formation, 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.
18. Severability
If any provision of these Terms and Conditions is found by a court or competent authority to be invalid, unlawful or unenforceable, that provision shall be removed or limited to the minimum extent necessary, and the remaining provisions shall continue in full force and effect.
19. Entire Agreement
These Terms and Conditions, together with any written quotation or booking confirmation, constitute the entire agreement between the Company and the Customer in relation to the provision of Services. They supersede any prior discussions, correspondence or representations, whether written or oral.
By making a booking with Carpet Cleaners SE19, the Customer confirms that they have read, understood and agree to be bound by these Terms and Conditions.
