Service Terms and Conditions for Carpet Cleaning SW11

These Terms and Conditions set out the basis on which Carpet Cleaning SW11 provides carpet and related cleaning services to customers. By booking or using any service, you agree to be bound by these Terms and Conditions. Please read them carefully before confirming a booking.

1. Definitions

In these Terms and Conditions the following expressions have the meanings set out below.

Company means Carpet Cleaning SW11, the provider of the cleaning services.

Customer means any individual or business booking or using services from the Company.

Premises means the residential or commercial property where the services are to be performed.

Services means carpet cleaning and any related or additional cleaning services agreed in writing between the Company and the Customer.

Technician means a person engaged by the Company to carry out the Services.

2. Scope of Services

The Company provides professional carpet cleaning and related services within its designated service area, which includes but is not limited to the SW11 region. The exact scope of the Services for each booking will be confirmed during the booking process and set out in a booking confirmation.

Services may include hot water extraction, dry carpet cleaning, stain treatment, rug cleaning, upholstery cleaning, and other related services requested by the Customer and accepted by the Company. The Company reserves the right to decline any request for Services at its discretion.

3. Booking Process

3.1 Bookings may be made by the Customer via the Company’s chosen booking channels. The Customer must provide accurate and complete information, including the address of the Premises, type and approximate size of the areas to be cleaned, access details, and any known issues such as heavy soiling or damage.

3.2 A booking is considered an offer by the Customer to purchase Services from the Company. The booking will only become binding when the Company issues a booking confirmation, which may be provided verbally or in writing.

3.3 The Company may request photographs or additional information about the Premises or items to be cleaned to provide an estimate. Any estimate provided is based on the information given by the Customer and may be revised if on arrival the Technician finds that the condition or size of the areas to be cleaned differs materially from that described.

3.4 The Customer must ensure suitable access to the Premises on the agreed date and time. This includes providing accurate entry instructions and ensuring that the Premises are safe for the Technician to enter and perform the Services.

4. Pricing and Estimates

4.1 Prices are usually quoted per job, per room, per area, or per item. The applicable pricing structure will be explained during the booking process.

4.2 Any quote or estimate is based on standard room sizes and normal levels of soiling. Heavily soiled carpets, the presence of stains requiring specialist treatment, or larger than standard areas may incur additional charges, which will be explained to the Customer before work commences whenever reasonably possible.

4.3 The Company reserves the right to amend the quoted price if the information provided by the Customer is inaccurate or incomplete, or if additional Services are requested by the Customer on the day of the booking.

5. Payments

5.1 Payment is due in full on completion of the Services unless otherwise agreed in advance in writing. For certain bookings, the Company may require a deposit or pre-payment, which will be communicated during the booking process.

5.2 The Company accepts payment by methods advised at the time of booking. The Customer is responsible for ensuring that sufficient funds are available and that payment can be processed on the agreed date.

5.3 For business Customers, credit terms may be offered at the Company’s discretion. If credit terms are agreed, invoices must be paid by the due date stated on the invoice. The Company reserves the right to charge interest on overdue amounts at the statutory rate, as permitted by applicable law, until payment is received in full.

5.4 All prices are provided in pounds sterling. Any applicable taxes will be included in the price where required by law and clarified with the Customer.

6. Cancellations and Rescheduling

6.1 The Customer may cancel or reschedule a booking by providing notice to the Company. The notice period required may vary depending on the type and size of the booking. In general, at least 24 hours’ notice is required for standard residential bookings and longer notice may be required for larger or commercial bookings.

6.2 If the Customer cancels or reschedules with less than the required notice, the Company reserves the right to charge a cancellation fee. The cancellation fee may be up to 50 percent of the quoted service price for late cancellations and up to 100 percent for cancellations or no access on arrival.

6.3 If the Technician attends the Premises at the agreed time and is unable to gain access or is prevented from carrying out the Services for reasons beyond the Technician’s control, this will be treated as a late cancellation and a fee may apply.

6.4 The Company may cancel or reschedule a booking by giving as much notice to the Customer as reasonably practicable in the circumstances, for example due to staff illness, vehicle breakdown, extreme weather, or other events beyond its control. In such cases the Company will offer an alternative date and time for the Services. The Company will not be liable for any loss arising from such cancellation or rescheduling.

7. Customer Obligations

7.1 The Customer must ensure that the Premises are accessible, safe, and free from hazards. The Customer must inform the Company of any health and safety risks, including but not limited to loose floor coverings, exposed wiring, or hazardous substances.

7.2 The Customer must remove small items, fragile objects, and personal belongings from the areas to be cleaned. The Company is not responsible for moving heavy furniture or appliances unless expressly agreed in advance, and additional charges may apply for such work.

7.3 The Customer must ensure that electricity and water are available at the Premises on the day of the booking. If adequate utilities are not available and the Services cannot be performed, this may be treated as a late cancellation.

7.4 The Customer agrees not to step on or use carpets or upholstery that are still damp, except as instructed by the Technician. The Customer is responsible for ensuring adequate ventilation and heating to allow for proper drying.

8. Service Standards and Results

8.1 The Company will perform the Services with reasonable skill and care and in accordance with industry practices for professional carpet cleaning.

8.2 While the Company will make reasonable efforts to remove stains, odours, and marks, complete removal cannot be guaranteed. The outcome depends on factors such as the age and type of stain, prior attempts at cleaning, the material of the carpet or upholstery, and pre-existing wear or damage.

8.3 Any existing damage, discolouration, shrinkage, loose seams, or pre-existing defects in carpets, rugs, or upholstery will be recorded as far as reasonably possible before work begins. The Company is not liable for issues that arise as a result of pre-existing conditions or manufacturing defects.

8.4 The Customer should inspect the work immediately on completion. If the Customer is not satisfied with any aspect of the Services, the Customer must notify the Technician or the Company within 24 hours. The Company will make reasonable efforts to address any justified concerns, which may include a re-clean of the affected area.

9. Liability and Limitations

9.1 Nothing in these Terms and Conditions limits or excludes the Company’s liability for death or personal injury caused by its negligence, for fraud or fraudulent misrepresentation, or for any other matter that cannot be limited or excluded by law.

9.2 Subject to the above, the Company’s total liability to the Customer 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 price paid or payable by the Customer for the specific Services giving rise to the claim.

9.3 The Company is not liable for any indirect, consequential, or economic losses, including but not limited to loss of profit, loss of business, loss of data, or loss of opportunity, arising from or in connection with the Services or these Terms and Conditions.

9.4 The Customer is responsible for notifying the Company of any valuable or particularly delicate items located near the areas to be cleaned. The Company shall not be responsible for damage to items not removed or protected by the Customer, unless such damage is caused by the Company’s negligence.

9.5 The Company is not responsible for any damage or deterioration resulting from wear and tear, age, sun damage, colour fading, loose dyes, inadequate fitting, or latent defects in carpets or upholstery that become apparent during or after the cleaning process.

10. Waste Handling and Environmental Regulations

10.1 The Company aims to operate in accordance with applicable waste management and environmental regulations relevant to cleaning activities.

10.2 Any water, residues, or waste generated during the cleaning process will be managed and disposed of responsibly by the Technician in line with applicable laws and local requirements. Where appropriate, waste will be removed from the Premises, or, if suitable, discharged via the Customer’s facilities in a lawful and environmentally responsible manner.

10.3 The Customer agrees not to request or permit the Technician to dispose of waste in any unlawful manner. If the Customer insists on disposal methods that do not comply with legal or environmental standards, the Technician may refuse to proceed with the Services without liability to the Company.

10.4 The Company may use cleaning products that are appropriate to the task and consistent with relevant regulations. If the Customer has specific sensitivities or preferences regarding cleaning products, they must inform the Company before the booking is confirmed. The Company will endeavour to accommodate reasonable requests but cannot guarantee that all preferences can be met.

11. Insurance

11.1 The Company maintains appropriate liability insurance for its business operations in accordance with applicable requirements. Evidence of insurance cover may be made available to the Customer on request.

11.2 The Customer is responsible for maintaining any contents or building insurance considered necessary for the Premises. The Company is not responsible for any shortfall between the Customer’s insurance cover and the value of any items at the Premises.

12. Complaints and Dispute Resolution

12.1 If the Customer has any complaint about the Services, the Customer should raise the issue with the Company as soon as reasonably practicable, and in any event within 24 hours of completion for service quality concerns or within a reasonable time for other issues.

12.2 The Company will investigate complaints promptly and fairly and may request further information or evidence from the Customer. If a complaint is upheld, the Company may, at its discretion, provide a re-clean, a partial refund, or other appropriate remedy.

12.3 If a dispute cannot be resolved directly between the parties, both the Company and the Customer agree to consider in good faith whether informal negotiation or mediation may assist in resolving the matter before resorting to court proceedings.

13. Force Majeure

13.1 The Company shall not be in breach of these Terms and Conditions or otherwise liable for any delay in performing, or failure to perform, any of its obligations if such delay or failure results from events, circumstances, or causes beyond its reasonable control. These may include, but are not limited to, extreme weather, flooding, fire, accident, epidemic, pandemic, transport disruption, or failure of utilities.

13.2 If a force majeure event prevents or delays the performance of the Services, the Company will notify the Customer as soon as reasonably practicable and will arrange a new appointment when it is safe and feasible to do so.

14. Privacy and Data Protection

14.1 The Company will collect and process personal data about the Customer only to the extent necessary to manage bookings, provide Services, process payments, and handle any enquiries or complaints.

14.2 The Company will take reasonable steps to keep personal data secure and will not share it with third parties except where necessary for the performance of the Services, for payment processing, or where required by law.

14.3 By using the Services, the Customer consents to the processing of personal data in accordance with applicable data protection laws and the Company’s data handling practices.

15. Amendments to Terms and Conditions

15.1 The Company may update or amend these Terms and Conditions from time to time. Any updated version will apply to new bookings made after the date of publication of the revised terms.

15.2 The Terms and Conditions in force at the time of confirming a booking shall apply to that booking unless a change is required by law or expressly agreed with the Customer.

16. Governing Law and Jurisdiction

16.1 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.

16.2 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, including any non contractual disputes or claims, subject to any mandatory rights the Customer may have as a consumer under applicable law.

17. General Provisions

17.1 If any provision of these Terms and Conditions is held by a court or competent authority to be invalid, illegal, or unenforceable, that provision shall, to the extent required, be deemed deleted, and the validity and enforceability of the remaining provisions shall not be affected.

17.2 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.

17.3 These Terms and Conditions constitute the entire agreement between the Company and the Customer in relation to the Services and supersede any prior understandings, agreements, or arrangements, whether oral or written.

By proceeding with a booking and using the Services of Carpet Cleaning SW11, the Customer confirms that they have read, understood, and agree to these Terms and Conditions.