Carpet Cleaners EC2 Service Terms and Conditions
These Terms and Conditions set out the basis on which Carpet Cleaners EC2 provides carpet, upholstery and related cleaning services to residential and commercial customers. By making a booking, accessing our services, or allowing our operatives to enter your premises, you agree to be bound by these Terms and Conditions. If you do not agree with any part of these terms, you should not use our services.
1. Definitions
In these Terms and Conditions, the following expressions have the meanings set out below.
Customer means any individual, company, partnership, organisation or other entity that requests, books, or receives services from Carpet Cleaners EC2.
Services means carpet cleaning, rug cleaning, upholstery cleaning, spot and stain treatment, end of tenancy cleaning of carpets, and any other related services that we agree in writing or verbally to provide.
Premises means the property, building, rooms or outdoor areas where the Services are to be carried out.
Operative means our staff member, technician, contractor or representative who attends the Premises to provide the Services.
2. Scope of Services
Carpet Cleaners EC2 provides professional cleaning services in the EC2 area and surrounding districts. The exact scope of the Services to be carried out at each booking will be agreed with the Customer during the booking process, including area coverage, type of cleaning, and any additional treatments requested.
Any description of Services in marketing materials is illustrative and does not form part of the contract. The contract consists of these Terms and Conditions and the specific service details confirmed at the time of booking.
3. Booking Process
3.1 A booking is made when the Customer contacts Carpet Cleaners EC2, provides the required details about the Premises and requested Services, and receives confirmation of the appointment date, time, and indicative price. Confirmation may be provided verbally or in writing.
3.2 Customers must provide accurate information about the size and condition of the areas to be cleaned, the type of carpets, rugs or upholstery, access conditions, parking arrangements, and any existing damage or particular concerns. We reserve the right to adjust the quoted price or decline the job if the information supplied is incomplete or inaccurate.
3.3 Bookings are subject to availability. Appointment times are approximate and may vary due to traffic, previous jobs, or unforeseen circumstances. We will use reasonable efforts to meet the agreed time slot and will notify the Customer of any significant delays or the need to reschedule.
3.4 We may require a deposit or advance payment to secure certain bookings, including but not limited to larger commercial jobs, multi-property work, or appointments outside standard hours.
4. Access to the Premises
4.1 The Customer is responsible for providing safe and timely access to the Premises at the agreed appointment time. This includes arranging keys, entry codes, and, where relevant, informing building management or concierge services of our attendance.
4.2 The Customer must ensure that the Premises are safe for our Operatives, including adequate lighting, clear walkways, and compliance with relevant health and safety regulations. We reserve the right to refuse or suspend Services if our Operatives consider that the Premises present a health or safety risk.
4.3 Where parking is restricted or chargeable near the Premises, the Customer is responsible for arranging suitable parking and paying any associated charges. If parking cannot be reasonably arranged, we may cancel or reschedule the appointment, and a cancellation fee may apply.
5. Customer Responsibilities
5.1 The Customer must remove small items, valuables, breakables, and fragile furniture from the areas to be cleaned before our Operatives arrive. Heavy furniture that cannot be moved safely by one person should be moved by the Customer or remain in place. We will not move items that may cause damage or present a safety risk.
5.2 The Customer must inform us of any existing stains, damage, wear, or defects in carpets, rugs, upholstery, or flooring. This includes but is not limited to loose seams, weakened backing, colour fading, shrinkage, or prior cleaning treatments that may affect the outcome of our Services.
5.3 The Customer must ensure that water and electricity are available at the Premises throughout the provision of the Services. If utilities are not available and we are unable to perform the work, a call-out or cancellation charge may apply.
5.4 The Customer is responsible for supervising any children, pets, or vulnerable individuals on the Premises and ensuring they are kept away from cleaning equipment, chemicals, and wet surfaces.
6. Prices and Payments
6.1 Prices are usually quoted based on information provided by the Customer prior to the booking. We reserve the right to revise the price if the actual condition, size, or nature of the job differs from the description given, or if additional Services are requested on arrival.
6.2 Unless otherwise stated, prices are given in pounds sterling and may be inclusive or exclusive of VAT, depending on our tax status at the time of booking. Any applicable taxes will be clearly explained to the Customer.
6.3 Payment is due upon completion of the Services, unless alternative terms have been agreed in advance. We may accept payment by cash, bank transfer, or other agreed methods. We do not accept post-dated cheques.
6.4 For commercial clients and repeat Customers, we may agree periodic invoicing with specific payment terms. All invoices must be paid in full by the due date stated. Late payments may incur interest and administrative charges in accordance with applicable law.
6.5 We reserve the right to withhold further Services, or to cancel future appointments, where previous invoices remain outstanding.
7. Cancellations and Rescheduling
7.1 The Customer may cancel or reschedule a booking, provided at least 24 hours notice is given before the scheduled start time. Where sufficient notice is given, any deposit or advance payment may be applied to a future booking or refunded, at our discretion.
7.2 If the Customer cancels, reschedules, or is unable to provide access to the Premises with less than 24 hours notice, we reserve the right to charge a cancellation fee, which may be up to the full price of the booked Services.
7.3 If our Operatives attend the Premises and are unable to gain access, or if the Customer is not present where this has been agreed as necessary, this may be treated as a late cancellation and a call-out fee or cancellation charge may be applied.
7.4 We reserve the right to cancel or reschedule a booking due to factors beyond our reasonable control, including but not limited to staff illness, vehicle breakdown, severe weather, or access issues. In such cases, we will notify the Customer as soon as reasonably possible and offer a new appointment date. We will not be liable for any consequential losses arising from such cancellations or delays.
8. Service Standards and Limitations
8.1 We will exercise reasonable skill and care in providing the Services and will follow industry-accepted practices for carpet and upholstery cleaning. However, cleaning results will vary depending on the age, condition, fibre type, and previous treatment of items, as well as the nature and duration of stains.
8.2 We do not guarantee complete removal of all stains, odours, or marks. Certain substances, including but not limited to permanent dyes, paint, ink, pet urine, and chemical or heat damage, may not respond to cleaning. Pre-existing wear, fading, or discolouration may become more apparent after cleaning.
8.3 Any guidance we give regarding drying times is an estimate only. Actual drying times may vary according to ventilation, temperature and humidity at the Premises. The Customer is responsible for ensuring adequate ventilation and for keeping traffic on damp carpets or upholstery to a minimum.
8.4 We will not be responsible for damage resulting from inherent defects or weakness in materials, improper installation, previous poor cleaning or repairs by third parties, or failure by the Customer to follow our aftercare advice.
9. Liability
9.1 Nothing in these Terms and Conditions shall exclude or limit our liability for death or personal injury caused by our negligence, for fraud, or for any other liability that cannot be excluded or limited under applicable law.
9.2 Subject to clause 9.1, our total liability for any loss or damage 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 that gave rise to the claim.
9.3 We will not be liable for any indirect or consequential losses, including but not limited to loss of profit, loss of business, loss of anticipated savings, or loss of enjoyment, arising out of or in connection with the Services.
9.4 The Customer must inspect the work upon completion and raise any concerns with our Operatives where possible. Any complaints or claims regarding damage or unsatisfactory Services must be notified to us in writing within 48 hours of the work being carried out, together with supporting evidence such as photographs. We may arrange an inspection and, where appropriate, offer a re-clean or other reasonable remedy.
9.5 We are not liable for items that the Customer has not removed from the cleaning area, including valuables, fragile objects, or personal items. The Customer is responsible for ensuring that such items are safely stored before the Services begin.
10. Waste Handling and Environmental Regulations
10.1 Carpet Cleaners EC2 is committed to carrying out Services in a manner that complies with relevant environmental and waste regulations. Where waste is generated during our work, such as extracted dirt, contaminated water, or packaging from materials used, we will dispose of it in accordance with applicable laws and local authority requirements.
10.2 The Customer is responsible for informing us of any hazardous substances or contamination present at the Premises that may affect the handling of waste or the use of cleaning solutions. Where hazardous materials are identified, we may refuse to proceed or may require additional safeguards and charges.
10.3 We may use professional cleaning chemicals and treatments that are suitable for the intended surfaces. Safety data sheets can be made available upon request. The Customer must inform us in advance of any specific allergies, sensitivities, or environmental policies that may affect the choice of products.
10.4 The Customer is responsible for ensuring that drains and waste outlets at the Premises are in good working order. We will not be liable for any flooding, backflow or water damage caused by pre-existing defects in drainage or plumbing systems.
11. Insurance
11.1 Carpet Cleaners EC2 maintains appropriate insurance cover in relation to the Services provided. Details of our insurance can be made available to Customers on reasonable request.
11.2 Our insurance cover is subject to the terms, conditions, and exclusions of the relevant policy. Any claim by the Customer may be dependent on compliance with those policy terms and on prompt notification of any incident or damage.
12. Complaints and Dispute Resolution
12.1 If the Customer is dissatisfied with any aspect of the Services, they should contact us as soon as possible, providing full details of the issue, the date of the service, and supporting information. We will investigate and, where appropriate, arrange a revisit or other corrective action.
12.2 We aim to resolve complaints promptly and fairly. If a satisfactory resolution cannot be reached through our internal process, the parties may consider mediation or other alternative dispute resolution methods, without prejudice to their right to pursue legal remedies.
13. Data Protection and Privacy
13.1 We collect and use personal information from Customers for the purposes of managing bookings, providing Services, handling payments, and improving our operations. We will handle such information in accordance with applicable data protection laws.
13.2 Personal information will not be sold to third parties. It may be shared with our Operatives, service providers, or insurers where necessary to perform the Services or manage our business, subject to appropriate safeguards.
14. Amendments to These Terms
14.1 We may update or amend these Terms and Conditions from time to time to reflect changes in the law, industry standards, or our business practices. The latest version will apply to any new bookings made after the date of publication.
14.2 Customers should review these Terms and Conditions periodically. Continued use of our Services after changes have been made will be taken as acceptance of the updated terms.
15. Governing Law and Jurisdiction
15.1 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.
15.2 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 Carpet Cleaners EC2.
16. General Provisions
16.1 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.
16.2 No failure or delay by Carpet Cleaners EC2 in exercising any right or remedy under these Terms and Conditions shall constitute a waiver of that or any other right or remedy.
16.3 These Terms and Conditions, together with the specific details confirmed at the time of booking, constitute the entire agreement between Carpet Cleaners EC2 and the Customer in relation to the Services and supersede any prior understandings or agreements, whether written or oral.
