Carpet Cleaners SE1 Service Terms and Conditions
These Terms and Conditions set out the basis on which Carpet Cleaners SE1 provides professional carpet, rug, 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.
These terms are intended to be read together with any specific details confirmed at the time of booking, including the services requested, the property address, the date and time of the appointment and the quoted price. In the event of any inconsistency, these Terms and Conditions take precedence unless expressly stated otherwise in writing by us.
Definitions
In these Terms and Conditions, the following expressions have the meanings set out below:
Company means Carpet Cleaners SE1, the cleaning service provider.
Customer means the individual or organisation who requests and purchases services from the Company.
Services means carpet, rug, upholstery and related cleaning services, and any additional services agreed in writing between the Company and the Customer.
Premises means the property or location where the Services are to be carried out.
Operative means the cleaner or team of cleaners assigned by the Company to perform the Services.
Scope of Services
The Company provides professional carpet, rug and upholstery cleaning services using industry-standard equipment and cleaning solutions. The exact scope of work for each booking will be confirmed at the time of booking based on the Customer’s description of the Premises and items to be cleaned.
Unless specifically agreed in writing, Services do not include structural repairs, pest control, extensive stain removal where staining has permanently damaged fibres, or restoration of carpets or upholstery beyond professional cleaning.
The Company will use reasonable skill and care in delivering the Services but does not guarantee that all stains, odours or marks can be fully removed. The outcome of cleaning is affected by the age, type and condition of fibres, previous staining, previous cleaning attempts and other factors beyond the Company’s control.
Booking Process
Bookings may be made through the Company’s online channels or by other contact methods as made available from time to time. The Customer must provide accurate and complete information, including:
Full address of the Premises.
Type and approximate size of areas, carpets, rugs and upholstery to be cleaned.
Parking or access restrictions.
Any known issues such as severe soiling, damage, infestations or delicate fabrics.
All bookings are subject to availability and are not confirmed until the Company issues a booking confirmation. The Company reserves the right to refuse or cancel any booking where Services cannot reasonably be provided, including where information supplied by the Customer is inaccurate or incomplete.
The Customer must ensure that an adult aged 18 or over is present at the Premises for the duration of the appointment, unless otherwise agreed in advance. Where keys are provided, specific arrangements and responsibilities will be agreed with the Customer before the appointment.
Access, Parking and Preparation
The Customer is responsible for ensuring that the Premises are accessible at the agreed time and that there is suitable parking or lawful stopping space for the Operative’s vehicle where necessary for equipment and materials. Any parking charges or congestion charges reasonably incurred in providing the Services may be added to the Customer’s invoice if not otherwise arranged.
The Customer must ensure that the areas to be cleaned are reasonably clear of small objects, fragile items, personal belongings and clutter. Where heavy furniture needs to be moved, this must be agreed in advance and may incur additional charges. For health and safety reasons, Operatives may not be able to move certain items of furniture or equipment.
If the Operative is unable to access the Premises at the agreed time, or if conditions at the Premises make it unsafe or inappropriate to proceed, the Company may treat this as a late cancellation and apply the relevant charges as set out in these Terms and Conditions.
Pricing and Quotations
Prices are based on information supplied by the Customer at the time of booking, including the size and condition of the areas and items to be cleaned. All quotations are given in good faith but are estimates only until the Premises and items are inspected by the Operative on arrival.
If the actual condition of the Premises or items to be cleaned differs significantly from the description provided, the Company reserves the right to adjust the price, modify the scope of work or decline to carry out the Services. Any change to the price will be agreed with the Customer before work proceeds.
Unless expressly stated, quoted prices do not include additional services such as stain protection treatments, deodorising treatments or emergency call-outs, which may be offered at additional cost.
Payments and Invoicing
Payment terms will be confirmed at the time of booking. The Company may require payment in advance, at the time of service, or by invoice payable within a specified period, depending on the type of Customer and the Services requested.
The Company accepts a range of payment methods as made available from time to time. Cash payments may be accepted only where explicitly agreed. The Customer is responsible for ensuring that payment details provided are valid and that sufficient funds are available.
Where payment is to be made on completion of the Services, payment is due immediately following the appointment. For invoiced Customers, payment is due by the specified due date. The Company reserves the right to apply reasonable late payment charges and interest in accordance with applicable law, and to withhold further Services until all overdue amounts have been settled.
All prices are quoted inclusive or exclusive of any applicable taxes as stated at the time of booking. If the rate or nature of any applicable tax changes, the Company reserves the right to adjust prices accordingly.
Customer Responsibilities
The Customer must:
Provide accurate information when booking.
Ensure safe, lawful access to the Premises.
Secure and remove valuables, fragile items and breakables from areas to be cleaned.
Inform the Operative of any known issues with carpets, rugs, upholstery, flooring or fittings, including colour-fastness concerns, previous damage or prior cleaning using non-standard chemicals.
Follow any instructions provided by the Company or Operative regarding drying times, ventilation and safe use of areas after cleaning.
The Customer is responsible for supervising children, pets and vulnerable persons during the appointment and for keeping them away from equipment, cables, cleaning solutions and wet surfaces.
Cancellations and Rescheduling
The Customer may cancel or reschedule a booking subject to the following conditions:
Cancellations or rescheduling requested more than 24 hours before the scheduled appointment time may normally be made without charge.
Cancellations or rescheduling requested within 24 hours of the scheduled appointment time may incur a cancellation fee up to a reasonable percentage of the quoted price, to cover the Company’s administrative costs and loss of opportunity.
If the Operative arrives at the Premises and is unable to gain access, or if the Customer is not present where required and alternative arrangements have not been agreed, the Company may treat this as a same-day cancellation and charge up to the full quoted price.
The Company reserves the right to cancel or reschedule any booking where necessary due to circumstances beyond its reasonable control, including but not limited to severe weather, vehicle breakdown, staff illness or safety concerns. In such cases, the Company will offer a new appointment time. The Company will not be liable for any consequential loss arising from such cancellation or rescheduling.
Service Quality and Complaints
The Company aims to deliver a high standard of service. If the Customer is dissatisfied with any aspect of the Services, the Customer must notify the Company as soon as reasonably practicable, preferably within 24 hours of completion of the work.
Where a complaint is accepted as justified, the Company may, at its discretion, offer to re-attend the Premises to re-clean the affected areas, offer a partial refund or apply a credit towards future services. The Company’s liability in relation to service quality issues is limited as set out in the Liability and Limitations section of these Terms and Conditions.
The Customer must provide the Company with a reasonable opportunity to investigate and remedy any complaint. Failure to do so may limit the remedies available.
Liability and Limitations
The Company will exercise reasonable skill and care in providing the Services. However, the Company shall not be liable for:
Pre-existing damage, wear, fading or staining to carpets, rugs, upholstery, flooring or furnishings, including any damage or deterioration that becomes more visible after cleaning.
Damage arising from undisclosed defects, loose fittings, insecure seams, weak fibres, colour instability or inappropriate materials that are not reasonably apparent prior to cleaning.
Any damage, loss or injury resulting from the Customer’s failure to follow advice or instructions regarding drying times, ventilation, use of cleaned areas, or subsequent treatment of carpets and upholstery.
Any indirect, incidental, special or consequential loss, including loss of profits, loss of business, loss of opportunity or loss of enjoyment, arising out of or in connection with the Services.
Subject to any liability that cannot be excluded or limited by law, the Company’s total aggregate liability to the Customer in respect of any claim arising out of the Services, whether in contract, tort or otherwise, shall not exceed the total amount paid by the Customer for the specific Services giving rise to the claim.
Nothing in these Terms and Conditions limits or excludes the Company’s liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot be limited or excluded by law.
Health, Safety and Waste Regulations
The Company and its Operatives will comply with applicable health and safety requirements while performing the Services. The Customer agrees to provide a safe working environment, including adequate lighting, ventilation and safe access routes.
Certain cleaning processes may generate liquid or solid waste, including dirty water, extracted debris and used consumables. The Company will handle and dispose of such waste in accordance with applicable environmental and waste regulations. Where possible, waste will be removed from the Premises by the Operative. In some circumstances, the Customer may be required to allow temporary storage of waste pending removal or to facilitate proper access for waste transfer.
The Customer must not request or require the Operative to dispose of waste in any unlawful manner, including discharging waste into inappropriate drains or watercourses or using unauthorised waste receptacles. The Company reserves the right to refuse any request that would breach waste, environmental or health and safety regulations.
Damage, Breakages and Insurance
The Company maintains appropriate insurance cover for its operations, subject to the terms, conditions and exclusions of the relevant policies. On request, the Company may provide a summary of insurance cover, though this does not create any additional rights beyond those provided by law and these Terms and Conditions.
If accidental damage or breakage occurs during the provision of Services, the Customer must notify the Operative as soon as it is noticed and also notify the Company in writing as soon as reasonably practicable. The Company reserves the right to repair or replace any damaged item within a reasonable period, using products or contractors of its choice, or to offer fair compensation up to the limits of its liability.
The Company will not be liable for the cost of repairing or replacing any item that was already damaged, defective, worn or at the end of its serviceable life, or for minor cosmetic damage that does not materially affect the use of the item.
Force Majeure
The Company shall not be in breach of these Terms and Conditions nor liable for any delay in performing, or failure to perform, any of its obligations where such delay or failure results from events, circumstances or causes beyond its reasonable control, including but not limited to extreme weather, natural disasters, acts of government, strikes, public health emergencies or utility failures.
Personal Data and Privacy
The Company collects and uses personal data such as names, addresses, and contact details for the purpose of managing bookings, delivering Services, processing payments and handling enquiries and complaints. The Company will handle personal data in accordance with applicable data protection laws and its internal privacy practices.
The Customer is responsible for ensuring that any personal data of third parties disclosed to the Company in connection with the Services has been shared lawfully and with appropriate consent where required.
Amendments to Terms
The Company may update or 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. Updated versions may be made available through the Company’s usual communication channels.
Governing Law and Jurisdiction
These Terms and Conditions, and any dispute or claim arising out of or in connection with them or the Services, shall be governed by and construed in accordance with the laws of England and Wales.
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.
Severability
If any provision of these Terms and Conditions is found to be invalid, unlawful or unenforceable by a court or other competent authority, such provision shall be severed from the remaining provisions, which shall continue to be valid and enforceable to the fullest extent permitted by law.
Entire Agreement
These Terms and Conditions, together with any written confirmation of booking issued by the Company, constitute the entire agreement between the Company and the Customer in relation to the Services and supersede any prior understandings, statements or agreements, whether oral or written.
By confirming a booking and allowing the Company’s Operatives to commence work, the Customer confirms acceptance of these Terms and Conditions.
