Carpet Cleaners Roehampton Service Terms and Conditions

These Terms and Conditions set out the basis on which Carpet Cleaners Roehampton provides carpet, upholstery and related cleaning services to domestic and commercial customers. By placing a booking, you agree that you have read, understood and accepted these Terms and Conditions. They apply to all services supplied unless otherwise agreed in writing.

1. Definitions

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

Client means the person, company or organisation booking the services.

We, Us, Our means Carpet Cleaners Roehampton, the cleaning services provider.

Services means any carpet, upholstery, rug, mattress or other cleaning, stain treatment, stain protection, deodorising or related work carried out by us.

Premises means the property, building or area where the services are to be carried out.

2. Scope of Services

We provide professional carpet and related cleaning services within our normal service area, which focuses on Roehampton and surrounding parts of London. The specific services, the areas or items to be cleaned, and any additional treatments will be agreed during the booking process and confirmed in the booking confirmation.

We reserve the right to decline work that is unsafe, unsuitable, unlawful or beyond our technical capability or equipment limitations. This includes, but is not limited to, items or areas that are structurally unsound, contaminated with hazardous substances or where access is unsafe.

3. Booking Process

3.1 Bookings may be made by the client via our accepted contact methods. When making a booking, the client must provide accurate information about the property, the number and type of items to be cleaned, the presence of stains, pets, heavy soiling, restricted access or parking, and any other relevant details.

3.2 A booking is considered an offer by the client for us to provide services in accordance with these terms. We will confirm acceptance of the booking and the appointment time using our standard communication methods. Only once we have confirmed the booking does a contract come into existence.

3.3 We may request photographs, descriptions of materials or other information in order to assess the work and provide an estimate. Any quote or estimate is based on the information supplied by the client and may be revised if that information is incomplete or inaccurate.

3.4 We may require a deposit to secure the booking. Any such requirement will be communicated prior to confirmation of the appointment. Deposits will be deducted from the final invoice, subject to any cancellation charges set out in these terms.

4. Access and Client Responsibilities

4.1 The client is responsible for providing safe and reasonable access to the premises at the agreed appointment time. This includes arranging any necessary parking permissions, building access arrangements, and informing us of any entry systems, security codes or concierge requirements.

4.2 The client must ensure that the areas to be cleaned are reasonably clear of personal belongings, breakable items, clutter and furniture that they wish to move themselves. Unless specifically agreed beforehand, our services do not include dismantling furniture, moving heavy items such as wardrobes, pianos or large beds, or unplugging appliances.

4.3 The client must inform us of any known risks, defects or sensitivities, including loose floor coverings, pre-existing damage, unstable furnishings, electrical hazards, alarm systems, or any allergies or sensitivities to cleaning products.

4.4 Where children, pets or vulnerable persons are present at the premises, the client is responsible for supervising them at all times and keeping them away from equipment, cables, wet surfaces and cleaning solutions.

5. Pricing, Quotations and Estimates

5.1 Prices may be given as fixed fees for specific items or areas, or as estimates based on the information supplied. We will clarify the basis of the price at the time of booking.

5.2 Where a fixed price has been given based on accurate descriptions and typical levels of soiling, we will honour that price. However, if on arrival the job is substantially different in scope or condition from the information provided, we reserve the right to revise the price or limit the work to match the original amount paid or quoted.

5.3 Any additional services requested on the day, such as extra rooms, stain protection or further treatments, will be charged at our prevailing rates, agreed with the client before the additional work is carried out.

6. Payments

6.1 Unless otherwise agreed in writing, payment is due immediately upon completion of the services. We accept the payment methods that are notified to the client during booking or at the appointment.

6.2 For commercial clients, or larger domestic jobs, we may agree in writing to invoice on completion, with payment due within a specified period. Late payment may incur interest and administrative charges in accordance with applicable UK legislation on late payment.

6.3 All prices are quoted in pounds sterling and are inclusive or exclusive of VAT as specified at the time of booking. If applicable, VAT or any similar tax will be charged at the prevailing rate.

6.4 If payment is not made when due, we reserve the right to pursue all legal remedies to recover amounts owed, including reasonable costs of collection, and to refuse or cancel further bookings.

7. Cancellations, Rescheduling and Missed Appointments

7.1 The client may cancel or reschedule a booking by giving us notice using our standard contact methods. Because we operate on scheduled time slots within the local area, reasonable notice is required to avoid charges.

7.2 If the client cancels or reschedules with more than 48 hours notice before the appointment, any deposit paid may be refunded or transferred to a new booking, at our discretion.

7.3 If the client cancels or reschedules within 24 to 48 hours of the appointment, we may charge a cancellation fee of up to 50 percent of the quoted price or retain the deposit, to cover lost work and allocated resources.

7.4 If the client cancels on the same day, fails to provide access, is not present where required to grant entry, or the premises are not in a safe or accessible condition so that work cannot be carried out, we may charge up to 100 percent of the quoted price or retain the full deposit.

7.5 We will use reasonable endeavours to attend all confirmed appointments on time. However, appointment times are approximate and subject to factors such as traffic, prior jobs overrunning or weather conditions. If we anticipate being significantly delayed, we will notify the client where reasonably possible and offer a revised time or rescheduling without penalty.

7.6 In the unlikely event that we must cancel or reschedule due to staff illness, equipment failure or other circumstances beyond our reasonable control, our liability will be limited to rescheduling the appointment or refunding any deposit or prepayment received for the affected services.

8. Service Standards and Limitations

8.1 We will carry out the services with reasonable care and skill, using appropriate equipment and cleaning solutions suitable for the materials being treated, based on information available to us.

8.2 While we aim to achieve high quality results, we cannot guarantee complete stain removal, odour elimination or colour restoration, particularly where stains are old, set-in, caused by substances that permanently alter fibres, or where fabrics have pre-existing damage, wear, fading or prior cleaning attempts.

8.3 Some stains or treatments may reveal pre-existing wear, colour loss, shrinkage, pile distortion or damage that was not visible beforehand. We are not responsible for such issues where they arise from the inherent condition of the carpet, rug or upholstery rather than our actions.

8.4 Drying times vary depending on ventilation, temperature, humidity, fabric type and level of soiling. We may provide indicative drying guidance, but we are not liable for delays in drying or any consequences of walking on or using items before they are fully dry.

9. Damage, Breakages and Liability

9.1 We hold appropriate liability cover in respect of our services. If damage directly attributable to our work occurs, the client must notify us as soon as reasonably possible and in any event within 48 hours of the service, providing details and supporting evidence.

9.2 Our liability for loss or damage is limited to the reasonable cost of repair or cleaning, or where repair is not possible, the current value of the damaged item, taking into account age, condition and fair wear and tear, subject to any limits in our insurance policy.

9.3 We are not liable for:

Loss or damage arising from inaccurate or incomplete information provided by the client.

Pre-existing damage, defects, stains, wear or fading.

Any indirect or consequential loss, including loss of profit, business interruption, loss of use or loss of opportunity.

Damage occurring because items were not suitable for the cleaning methods required, where this unsuitability was not reasonably detectable by us.

9.4 The client is responsible for securing valuables, fragile items and personal effects before our arrival. We do not accept liability for normal wear and tear or for minor cosmetic issues that are consistent with reasonable cleaning activity.

10. Waste Handling and Environmental Compliance

10.1 We operate in accordance with applicable UK waste regulations and environmental standards relevant to the cleaning industry.

10.2 Any waste water generated during cleaning will normally be discharged safely via the client’s designated drainage systems, such as sinks, toilets or external drains, in a manner consistent with local water and environmental regulations. The client must inform us if any such use is restricted at the premises.

10.3 Where solid waste or contaminated materials need to be removed, we will comply with relevant waste handling and disposal regulations. If specialist disposal is required due to hazardous or unusual substances present at the premises, additional charges may apply and we may decline to proceed if appropriate safe arrangements cannot be made.

10.4 The client must not request or require any disposal or discharge that would breach UK waste or environmental laws, including the improper release of chemicals, contaminated water or debris into the environment.

11. Health and Safety

11.1 We take reasonable steps to comply with applicable UK health and safety legislation while carrying out services.

11.2 The client agrees to provide a safe working environment and to inform us of any known hazards at the premises. We may suspend or terminate the services if we consider that conditions pose a risk to health or safety.

11.3 Our technicians may use electrical equipment, hoses, solutions and machinery. The client must ensure that our staff have access to suitable power supply points and that any electrical installations at the premises are safe and compliant.

12. Complaints and Disputes

12.1 If the client is dissatisfied with any aspect of the services, they must notify us promptly, and in any event within 48 hours of completion, giving full details and, where possible, photographs.

12.2 We will investigate complaints in good faith and, where appropriate, may offer to re-clean affected areas or take other reasonable remedial steps. Any such remedial work must be accepted as full and final settlement unless otherwise agreed.

12.3 If a dispute cannot be resolved directly, both parties agree to consider negotiation or mediation as a first step before pursuing formal legal action, where this is practical and appropriate.

13. Data Protection and Privacy

13.1 We collect and process personal data such as names, addresses and contact details in order to manage bookings, provide services and administer our business. We will handle such data in accordance with applicable UK data protection laws.

13.2 We will not sell personal data to third parties. We may share information with our staff, contractors, insurers, professional advisers or payment providers where necessary to deliver services, manage accounts or comply with legal obligations.

14. Variations to Terms

14.1 We may update or amend these Terms and Conditions from time to time. The version in force at the time of booking will apply to that particular service appointment.

14.2 Any variation to these terms must be agreed in writing by us. No verbal statement or representation by any employee or contractor will alter these Terms and Conditions unless expressly confirmed in writing.

15. Governing Law and Jurisdiction

15.1 These Terms and Conditions, and any contract between the client and Carpet Cleaners Roehampton, are governed by and interpreted 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, claim or matter arising out of or in connection with these Terms and Conditions or the provision of services, whether contractual or non-contractual.

16. Severability

16.1 If any provision of these Terms and Conditions is held by a court or competent authority to be invalid, unlawful or unenforceable, such provision shall be removed or limited to the minimum extent necessary, and the remaining provisions shall continue in full force and effect.

17. Entire Agreement

17.1 These Terms and Conditions, together with any written booking confirmation or written variation agreed by us, constitute the entire agreement between the client and Carpet Cleaners Roehampton in relation to the services and supersede any prior understandings or arrangements.

By confirming a booking with Carpet Cleaners Roehampton, the client acknowledges that they have read, understood and agree to be bound by these Terms and Conditions.