Terms and Conditions for Carpet Cleaners Kingston Upon Thames

These Terms and Conditions set out the basis on which Carpet Cleaners Kingston Upon Thames provides professional cleaning services to residential and commercial clients. By placing a booking with us, you agree that you have read, understood and accepted these Terms and Conditions, which form a legally binding agreement between you and us.

These terms apply to all cleaning services we provide within our service area and are intended to comply with applicable laws and regulations in England and Wales.

Definitions

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

Company refers to Carpet Cleaners Kingston Upon Thames, the provider of the cleaning services.

Client refers to the person, company or organisation booking or receiving the cleaning services.

Services refers to any cleaning services provided by the Company, including but not limited to carpet cleaning, upholstery cleaning, rug cleaning, end of tenancy cleaning, and associated treatments.

Premises refers to the property, building or area where the Services are to be carried out.

Technician refers to any employee, worker, contractor or representative appointed by the Company to carry out the Services.

Booking refers to a confirmed request by the Client for the Company to provide Services at a specified time, date and location.

Scope of Services

The Company will provide the Services as described at the time of booking and as confirmed in writing where applicable. The scope may include specific rooms, carpets, rugs, upholstery or other items, as well as any additional treatments agreed between the Client and the Company.

The Company reserves the right to refuse to carry out any task that, in the judgment of the Technician, is unsafe, unlawful, impractical, or outside the agreed scope of work. This includes work at unsafe heights or work involving items or materials that may present undue risk.

The Company does not undertake structural repairs, pest control, building works or any services outside the general definition of cleaning services.

Booking Process

Bookings may be made by the Client through the Companys accepted booking channels. The Client must provide accurate and complete information about the Premises and the required Services, including property access arrangements, parking provisions, and any special requirements.

A Booking is considered confirmed once the Company has accepted the request and communicated confirmation to the Client. The Company may, at its sole discretion, request a deposit or prepayment as a condition of confirming the Booking.

The Client is responsible for ensuring that a responsible adult is present at the Premises at the agreed start time, unless alternative access arrangements have been agreed in advance. The Client must also ensure that the Premises are accessible and that utilities such as electricity and water are available for the duration of the visit.

The Company will make reasonable efforts to arrive at the Premises at the agreed time. However, all arrival times are estimates and may be subject to delays caused by traffic, weather, or other circumstances beyond the Companys control. In such cases, the Company will aim to notify the Client as soon as reasonably practicable.

Client Obligations

The Client agrees to provide the Company and its Technicians with safe and reasonable access to the Premises, including suitable parking where possible. Any parking fees or restrictions should be communicated in advance. The Client is responsible for any parking costs or penalties incurred where suitable free parking is not available.

The Client must remove, or secure, any fragile, valuable or irreplaceable items from the areas to be cleaned prior to the arrival of the Technician. The Company will not be responsible for the accidental damage of items that have not been removed or disclosed.

The Client must inform the Company of any existing damage, stains, wear, defects or issues relating to carpets, upholstery or other surfaces prior to the commencement of the Services. This includes any previous cleaning or treatment that may affect the suitability of certain cleaning methods.

The Client warrants that they are either the owner of the Premises or have the authority of the owner or managing agent to arrange the Services and grant access for the Company to perform the work.

Prices and Quotations

Prices for Services will be communicated to the Client at or before the time of booking. Quotations are based on the information provided by the Client and are given in good faith. The Company reserves the right to revise a quotation if the information supplied by the Client is inaccurate or incomplete, or if the actual condition or size of the Premises or items to be cleaned differs materially from that described.

Unless otherwise stated, prices are for standard cleaning tasks only. Additional charges may apply for heavily soiled areas, pet-related contamination, stain protection treatments, or other specialist procedures. Any such charges will be communicated to the Client as soon as reasonably practicable.

All prices are stated in pounds sterling. The Company reserves the right to adjust its prices from time to time, but any changes will not affect confirmed Bookings unless agreed with the Client.

Payment Terms

Payment for Services is due in full on completion of the work, unless otherwise agreed in writing in advance. The Company may require deposits, part payments or full prepayment as a condition of confirming the Booking, particularly for larger or commercial jobs.

Accepted payment methods will be communicated by the Company but may include cashless methods such as bank transfer or card payment. The Technician is not obliged to commence or continue work if satisfactory payment arrangements have not been made.

For invoices issued on credit terms, payment is due by the date specified on the invoice. If no date is specified, payment will be due within 14 days of the invoice date. The Company reserves the right to charge reasonable interest and administration fees on overdue amounts in accordance with applicable UK legislation.

Cancellations and Rescheduling

The Client may cancel or reschedule a Booking by giving notice to the Company. To avoid cancellation charges, the Client should provide a minimum of 24 hours notice prior to the scheduled start time, unless a different period has been expressly agreed.

If the Client cancels or reschedules with less than 24 hours notice, the Company reserves the right to charge a cancellation fee, which may be up to the value of the minimum call-out charge or deposit paid. If the Technician arrives at the Premises and is unable to gain access or commence work due to circumstances within the Clients control, this may also be treated as a late cancellation.

The Company reserves the right to cancel or reschedule a Booking at any time if it is unable to provide the Services due to circumstances beyond its reasonable control, including but not limited to staff illness, severe weather, equipment failure or access issues. In such cases, the Company will aim to offer an alternative appointment. Where a deposit or prepayment has been taken and the Company cancels without offering an acceptable alternative, the Client will be entitled to a refund of the amount paid for the affected booking.

Service Standards and Limitations

The Company will provide the Services with reasonable skill and care, using appropriate cleaning methods and equipment for the items and surfaces being treated, in line with usual industry practices.

While the Company will make every reasonable effort to remove stains and soiling, it does not guarantee that all stains, marks or odours will be completely removed. Stain removal depends on the nature of the stain, the length of time it has been present, previous treatments and the type of material.

The Client acknowledges that, in some cases, existing wear, fading or damage may become more apparent following cleaning. Certain defects, such as weakened fibres, colour wear, shrinkage tendencies or loose seams, may be exposed by the cleaning process. The Company is not responsible for such pre-existing conditions or for any damage arising where the Client has failed to disclose relevant information.

Drying times for carpets and upholstery will vary depending on ventilation, temperature, humidity and the thickness and type of material. The Company may provide indicative drying times, but these are estimates only and not guaranteed.

Health and Safety

The Company takes health and safety seriously and will use cleaning products and equipment in accordance with manufacturer instructions and applicable regulations. The Client agrees to follow any safety advice given by the Technician, including temporary restricted access to treated areas to prevent slips or interference with drying.

The Client is responsible for ensuring that children, pets and vulnerable individuals are supervised and kept away from hazardous areas or equipment while the Technician is on site and until treated surfaces are safe and dry.

The Company reserves the right to withdraw its Technicians from the Premises if they encounter conditions or behaviour that, in their reasonable opinion, present a risk to their health, safety or welfare. This may include aggressive behaviour, unsafe electrical installations, or severely unhygienic conditions. In such cases, the visit may be treated as a late cancellation and charges may apply.

Waste Regulations and Disposal

The Company will handle and dispose of cleaning waste in accordance with applicable UK waste regulations and environmental requirements. This may include waste water from carpet and upholstery cleaning, used cleaning materials, and any contaminated waste arising from the provision of the Services.

Where possible, waste water will be disposed of via appropriate drainage systems at the Premises, in line with local requirements. The Client must inform the Company of any restrictions on waste water disposal at the Premises.

The Company does not ordinarily remove large quantities of solid waste, furniture, fixtures, or household rubbish. Where the Services involve the removal of specific waste types, this will be agreed with the Client in advance and may be subject to additional charges and specific handling procedures.

The Client agrees not to request or require the Company to dispose of waste in any unlawful or inappropriate manner, including but not limited to pouring waste into unsuitable drains, public areas, or locations where disposal is prohibited.

Damage, Liability and Insurance

The Company will maintain appropriate insurance cover in respect of its business activities. Details of insurance cover are available on request.

If the Client believes that the Company has caused damage to property or possessions, the Client must notify the Company as soon as reasonably possible, and in any event within 48 hours of completion of the Services, providing reasonable details and evidence. The Company reserves the right to inspect the alleged damage before any repair, replacement or compensation is agreed.

Where damage is directly and solely caused by the negligence of the Company or its Technicians, the Company may, at its discretion, repair the item, replace it with an item of similar age and condition, or pay fair compensation up to the limit of its liability insurance.

The Company will not be liable for normal wear and tear, existing damage, latent defects, deterioration due to age or improper installation, or for any damage arising from the Clients failure to follow advice or to disclose relevant information.

To the fullest extent permitted by law, the Companys total liability to the Client in respect of any claim arising out of or in connection with the Services shall be limited to the value of the specific Booking giving rise to the claim or the amount recoverable under the Companys relevant insurance policy, whichever is higher.

The Company will not be liable for any indirect or consequential loss, including loss of profit, loss of opportunity or loss of enjoyment, arising out of or in connection with the Services, except where such liability cannot lawfully be excluded.

Complaints and Service Issues

The Company aims to provide a high standard of service at all times. If the Client is dissatisfied with any aspect of the Services, they should notify the Company as soon as possible, and in any event within 48 hours of completion of the work.

On receiving a complaint, the Company will investigate the matter and, where appropriate, may arrange for a Technician to revisit the Premises to inspect or, if reasonable, rectify the issue. Any rectification will be limited to the areas or items originally included in the Booking.

Complaints made outside the stated time period may not be considered, as subsequent use or interference may make it impossible to assess the cause or extent of the issue.

Force Majeure

The Company will not be in breach of these Terms and Conditions, nor 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. This may include extreme weather, natural disasters, pandemics, transport disruptions, power cuts, or other events outside the direct control of the Company.

Privacy and Data Protection

The Company will collect and process personal data about the Client in order to arrange and provide the Services, manage accounts, and handle enquiries and complaints. Personal data will be handled in accordance with applicable UK data protection laws.

The Company will take reasonable steps to keep personal data secure and will not sell or share such data with third parties except where this is necessary to provide the Services, comply with legal obligations, or where the Client has given consent.

Variations to These Terms

The Company reserves the right to amend these Terms and Conditions from time to time. Any updated terms will take effect when published or communicated and will apply to new Bookings made after that date. Existing confirmed Bookings will continue to be governed by the terms in place at the time of booking, unless otherwise agreed with the Client.

Governing Law and Jurisdiction

These Terms and Conditions and any dispute or claim arising out of or in connection with them, or with the provision of the Services, shall be governed by and construed in accordance with the laws of England and Wales.

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 their subject matter.

Severability

If any provision or part-provision of these Terms and Conditions is or becomes invalid, unlawful or unenforceable, it shall be deemed modified to the minimum extent necessary to make it valid, lawful and enforceable. If such modification is not possible, the relevant provision or part-provision shall be deemed deleted. Any such modification or deletion shall not affect the validity and enforceability of the remaining provisions.

Entire Agreement

These Terms and Conditions, together with any written confirmation or specific agreement relating to a Booking, constitute the entire agreement between the Client and the Company in relation to the provision of the Services and supersede any prior understandings, arrangements or representations, whether written or oral.

By placing a Booking with Carpet Cleaners Kingston Upon Thames, the Client confirms that they have read, understood and agree to be bound by these Terms and Conditions.