Carpet Cleaning SE23 Terms and Conditions
These Terms and Conditions set out the basis on which Carpet Cleaning SE23 provides carpet and soft furnishing cleaning and related services to domestic and commercial customers within its service area. By booking or accepting any service, 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 have the meanings set out below:
Customer means the individual or organisation booking or receiving the services.
Company means Carpet Cleaning SE23, the provider of the services.
Services means carpet cleaning and any related cleaning or treatment 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 appointment for services, whether made online, in writing, or verbally.
2. Service Area
The Company provides services primarily within SE23 and surrounding areas. Acceptance of bookings outside this area is at the Company’s discretion and may be subject to additional travel charges or minimum booking values. The Customer will be informed of any such charges before confirming a booking.
3. Booking Process
3.1 Customers may request a quotation and make a booking by phone, online form, or other communication method made available by the Company. A booking is only confirmed when the Company has provided a price and time slot and the Customer has accepted them.
3.2 The Customer is responsible for providing accurate information about the Premises, including the type and size of areas to be cleaned, access arrangements, parking availability, and any specific concerns such as heavy staining, pet odours, or water damage.
3.3 Any quotation is based on the information provided by the Customer and on normal levels of soiling. The Company reserves the right to amend the quotation or decline the work if, upon arrival, the condition of the carpets or access to the Premises is materially different from what was described.
3.4 Quotations given without an on-site inspection are estimates only. If additional work is required or the scope differs, the Company will inform the Customer and agree any revised price before proceeding.
3.5 The Customer must ensure that an adult with authority to approve the work is present at the Premises at the start and end of the service appointment, unless otherwise agreed in advance.
4. Access and Parking
4.1 The Customer must provide safe and reasonable access to the Premises at the agreed time. This includes ensuring that entry doors, gates, and any security systems are arranged so that the technician can enter and carry out the work.
4.2 Where parking restrictions apply, the Customer is responsible for providing suitable parking for the Company’s vehicle as close as reasonably possible to the Premises. Any parking or congestion charges, or penalty charges incurred as a direct result of the service visit, may be added to the Customer’s invoice.
4.3 If the Company is unable to gain access to the Premises or to park within a reasonable distance, the appointment may be cancelled or rescheduled, and a call-out or cancellation fee may apply in accordance with these Terms and Conditions.
5. Customer Responsibilities Before Cleaning
5.1 The Customer is responsible for removing small and fragile items from the areas to be cleaned, including valuables, breakables, and personal belongings. The Company will not be liable for damage to items that should reasonably have been removed prior to cleaning.
5.2 The Customer should ensure that the areas to be cleaned are as clear as reasonably possible. While the Company may move light furniture where safe to do so, the Company is not responsible for moving heavy or delicate items such as wardrobes, large sofas, pianos, aquariums, or electrical equipment.
5.3 The Customer must inform the Company of any known issues with the carpets, rugs, or furnishings, including existing damage, loose seams, wear and tear, colour fading, shrinkage history, or previous cleaning methods that may affect the outcome or safety of cleaning.
5.4 The Customer must keep children and pets away from the work area and equipment during the service for health and safety reasons.
6. Scope and Quality of Services
6.1 The Company will perform the services with reasonable care and skill in accordance with industry practices and using products and equipment suitable for the materials being treated, as far as the Company can reasonably determine from the information available.
6.2 While the Company will make all reasonable efforts to remove stains and odours, it does not guarantee the removal of all marks, staining, or smells. The success of cleaning depends on the type and age of the stain, previous treatments, fibre type, and other factors beyond the Company’s control.
6.3 Certain issues such as permanent discolouration, sun damage, heavy wear, or previous chemical use may limit the results achievable. The technician will advise the Customer on realistic expectations where possible before or during the work.
6.4 The Company reserves the right to decline to treat items where, in its professional opinion, cleaning is likely to cause damage, cause colour loss, or pose a health and safety risk.
7. Prices and Payment
7.1 All prices will be confirmed to the Customer before work commences. Prices may be given as a fixed fee, a per-room rate, or based on the size and type of the area or items to be cleaned.
7.2 Unless explicitly stated otherwise, prices are quoted inclusive of applicable taxes. If tax rates change between the date of quotation and the date of service, the Company reserves the right to adjust the final price accordingly.
7.3 Payment is due immediately on completion of the services, unless alternative terms have been agreed in writing. The Company may accept payment by cash, card, bank transfer, or other methods indicated at the time of booking.
7.4 For commercial customers or larger jobs, the Company may require a deposit or full prepayment before the appointment. Any such requirement will be confirmed at the time of booking.
7.5 Where payment terms have been agreed on account, invoices must be paid within the timescale stated on the invoice. The Company reserves the right to charge interest or late payment fees on overdue balances in accordance with applicable UK law.
8. Cancellations and Rescheduling
8.1 The Customer may cancel or reschedule a booking by giving the Company at least 24 hours notice before the scheduled appointment time. Where this notice is given, any deposit already paid may be applied to the new booking or refunded at the Company’s discretion.
8.2 If the Customer cancels or reschedules with less than 24 hours notice, or fails to provide access to the Premises at the agreed time, the Company reserves the right to charge a late cancellation fee of up to 50 percent of the quoted service price, to cover lost time and costs incurred.
8.3 The Company will use reasonable endeavours to attend appointments at the agreed time but reserves the right to cancel or reschedule where necessary due to events beyond its control, such as severe weather, vehicle breakdown, staff illness, or safety concerns. In such cases, the Company will offer the Customer the next available appointment and no cancellation fee will apply.
9. Health, Safety, and Environmental Compliance
9.1 The Company operates in compliance with relevant UK health and safety legislation. The technician may decline to work in environments that are hazardous, unsanitary, or unsafe, including but not limited to the presence of aggressive behaviour, dangerous animals, or unsafe electrical installations.
9.2 The Customer must notify the Company of any known risks at the Premises, such as loose floor coverings, exposed wiring, or restricted ventilation, that may affect the safe delivery of services.
9.3 The Company uses cleaning products selected for effectiveness and safety when used as directed. The Customer must keep children and pets away from damp cleaned areas until they are fully dry and must follow any aftercare instructions provided.
10. Waste Regulations and Disposal
10.1 The Company will manage liquid and solid waste generated during the cleaning process in accordance with applicable UK environmental and waste regulations.
10.2 Where feasible, waste water will be disposed of via appropriate facilities at the Premises, such as designated drains, subject to suitability and local rules. The Customer agrees to allow such lawful disposal where it can be carried out safely.
10.3 Any waste that cannot lawfully or safely be disposed of at the Premises, including certain contaminated materials, will be removed and disposed of by the Company or its contractors through appropriate channels, in accordance with regulatory requirements.
10.4 The Customer must not request or require the Company to dispose of waste in any way that would breach environmental regulations or local authority rules.
11. Damage, Liability, and Limitations
11.1 The Company will take reasonable care when providing the services. If the Customer believes that the Company has caused damage to carpets, furnishings, or property, the Customer must notify the Company as soon as possible and in any event within 48 hours of completion of the services.
11.2 The Company’s liability for damage caused by its negligence or breach of these Terms and Conditions is limited to the reasonable cost of repair, cleaning, or replacement of the affected item, taking into account its age, condition, and fair wear and tear.
11.3 The Company is not liable for:
a. Pre-existing damage, defects, or conditions that could not reasonably have been detected before or during cleaning.
b. Wear, fading, or discolouration revealed by cleaning, or damage resulting from inherent weaknesses in fabrics, backing, or seams.
c. Shrinkage or movement in carpets and textiles where this is a known risk for the fibre or backing type, particularly where the Customer has not disclosed relevant history or care instructions.
d. Any indirect or consequential loss, such as loss of profits, loss of use, or loss of opportunity.
11.4 Nothing in these Terms and Conditions limits or excludes liability for death or personal injury caused by negligence, fraud, or any other liability that cannot be excluded under UK law.
12. Complaints and Service Issues
12.1 If the Customer is dissatisfied with any aspect of the services, the Customer must contact the Company as soon as reasonably possible, and no later than 48 hours after completion of the work.
12.2 The Company may request photographs, access to the Premises, or an opportunity to inspect and, where appropriate, attempt to rectify any issues. The Customer agrees to allow such reasonable access and cooperation.
12.3 The Company aims to resolve complaints promptly and fairly. Where a genuine service issue is identified, the Company may, at its discretion, offer a re-clean of the affected area, a partial refund, or another form of reasonable redress.
13. Insurance
13.1 The Company maintains appropriate public liability insurance and, where applicable, employer’s liability insurance, in line with typical industry standards for cleaning services operating within the UK.
13.2 Evidence of insurance may be inspected upon reasonable request, subject to the Company’s data and document policies.
14. Privacy and Data Protection
14.1 The Company collects and processes personal data such as names, addresses, and contact details for the purpose of providing services, administering bookings, and managing accounts in accordance with applicable UK data protection law.
14.2 Personal data will not be sold to third parties. It may be shared with trusted service providers only where necessary to deliver the services, handle payments, or meet legal obligations.
14.3 Customers have rights in relation to their personal data, including the right to access and correct information held about them, subject to legal limitations. Details of how data is handled may be provided separately in a privacy notice.
15. Force Majeure
15.1 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, transport disruptions, power failures, accidents, or government restrictions.
16. Amendments to Terms
16.1 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.
16.2 The current Terms and Conditions will be made available to Customers on request or via the Company’s standard communication channels.
17. Governing Law and Jurisdiction
17.1 These Terms and Conditions, and any dispute or claim arising out of or in connection with them or with the provision of services, shall be governed by and construed in accordance with the laws of England and Wales.
17.2 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 the Company.
By confirming a booking with Carpet Cleaning SE23, the Customer acknowledges that they have read, understood, and agree to be bound by these Terms and Conditions.
