Carpet Cleaning E9 Terms and Conditions
These Terms and Conditions set out the basis on which we provide carpet cleaning and related services within the E9 area and surrounding locations. By making a booking, accepting a quotation, or allowing our operatives to access your premises, you agree to be bound by these Terms and Conditions. Please read them carefully before placing an order for any services.
1. Definitions
In these Terms and Conditions, the following expressions have the meanings set out below:
Customer means the individual, business, or organisation requesting the services.
Company means the carpet cleaning service provider supplying the services under these terms.
Services means carpet cleaning and any additional cleaning or related services agreed in writing between the Company and the Customer.
Premises means the property or location where the services are to be carried out.
Agreement means the contract between the Company and the Customer incorporating these Terms and Conditions.
2. Scope of Services
The Company provides professional carpet cleaning services in E9 and nearby areas, including but not limited to hot water extraction, dry carpet cleaning, spot and stain treatment, and deodorising, as agreed with the Customer at the time of booking. Any additional tasks requested on the day of service are subject to availability and may incur additional charges.
The Company will use reasonable skill and care in the provision of the services and will aim to achieve the best possible cleaning results based on the condition and type of carpet, existing wear and tear, and the nature of any stains. However, results cannot be guaranteed due to factors beyond the Company’s control, including but not limited to age of the carpet, fibre type, previous cleaning or treatments, and permanent staining.
3. Booking Process
3.1 Bookings may be made by the Customer through the Company’s accepted booking channels as notified to the Customer from time to time. By placing a booking, the Customer confirms that they are at least 18 years old and authorised to enter into a binding agreement.
3.2 The Customer must provide accurate information regarding the premises, including address within the E9 service area or surrounding districts, type and size of carpets, access arrangements, and any particular issues such as heavy soiling, pet odours, or previous damage. The Company reserves the right to amend the quoted price or decline the booking if the information provided is incomplete or inaccurate.
3.3 A booking will be considered accepted and an Agreement formed only when the Company confirms the date, time, and price of the services to the Customer. Confirmation may be provided verbally or in writing, depending on the booking channel used.
3.4 The Customer is responsible for ensuring easy access to the premises at the agreed time. The Company is not liable for delays or inability to perform the services where access is restricted, parking is unavailable, or the Customer or their representative is not present to grant entry if required.
4. Pricing and Quotations
4.1 All prices are provided in advance and are based on the information supplied by the Customer at the time of booking. Quotations are usually given per room, per area, or per job, and may take into account factors such as carpet size, condition, access, and any additional treatments requested.
4.2 All quotations are valid for a limited period as specified by the Company at the time of quoting. The Company reserves the right to amend prices if the scope of work changes or if the information provided by the Customer was not accurate.
4.3 Where the actual condition or size of the carpets differs significantly from that described at the time of booking, the Company may adjust the price accordingly or refuse to carry out the service. In such cases, a call-out or cancellation charge may apply.
5. Payments
5.1 Payment is due in full upon completion of the services, unless otherwise agreed in writing before the service date. The Company may, at its discretion, require a deposit or full prepayment to secure the booking.
5.2 The Company accepts payment by the methods stated at the time of booking. The Customer must ensure that they have the means to pay on the day of service if payment is due on completion.
5.3 For business customers or repeat clients with account arrangements, payment terms will be as agreed in writing. Failure to pay within the agreed period may result in interest and recovery costs being applied in accordance with applicable law.
5.4 If payment is not received when due, the Company reserves the right to suspend further services, withhold any reports or documentation, and take reasonable steps to recover any outstanding amounts.
6. Cancellations, Rescheduling, and Access
6.1 The Customer may cancel or reschedule a booking by giving the Company reasonable notice prior to the agreed start time. The minimum notice period and any applicable charges will be communicated to the Customer at or before the time of booking.
6.2 Cancellations or rescheduling requests made with less notice than the minimum period may result in a cancellation fee, which may be up to the full service price, particularly where operatives have already been dispatched or allocated.
6.3 If the Company arrives at the premises and is unable to gain access, or if the Customer fails to provide access within a reasonable time, the visit may be treated as a late cancellation and the full service fee may be payable.
6.4 The Company reserves the right to cancel or reschedule services where necessary due to events beyond its reasonable control, including but not limited to severe weather, accidents, equipment failure, staff illness, or other operational issues. In such cases, the Company will aim to offer an alternative appointment as soon as reasonably possible. 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 safe and accessible for the Company’s operatives, including clear access to the carpets to be cleaned and safe use of the Company’s equipment.
7.2 The Customer is responsible for moving fragile items, small furnishings, personal belongings, and any valuables from the areas to be cleaned prior to the Company’s arrival. Large or heavy furniture will only be moved if agreed in advance and where it is safe and practical to do so. The Company is not obliged to move furniture and may clean around it where necessary.
7.3 The Customer must inform the Company of any known issues with the carpets, flooring, or property, such as loose fittings, pre-existing damage, colour instability, or previous improper cleaning or treatments.
7.4 Power and water must be available at the premises for the duration of the service unless otherwise agreed in advance. If these are not available and this prevents the service from being carried out, the booking may be treated as a late cancellation.
8. Service Limitations and Carpet Conditions
8.1 While the Company will use appropriate cleaning methods suited to the type of carpet and level of soiling, certain stains, odours, and wear marks may not be fully removable. This includes but is not limited to stains from dyes, inks, paint, permanent markers, bleach, and longstanding pet urine.
8.2 Some carpets and rugs are sensitive to moisture, heat, or standard cleaning agents. The Company will take reasonable care to identify and treat such items appropriately but cannot be held responsible for issues arising from undisclosed or inherent defects in the materials.
8.3 The Customer acknowledges that carpet cleaning can sometimes reveal pre-existing damage, discolouration, or shading that was not visible before cleaning. The Company is not responsible for such pre-existing issues.
9. Liability and Insurance
9.1 The Company holds appropriate public liability insurance in respect of its services. Details of insurance cover are available on request.
9.2 The Company will not be liable for any loss, damage, or expense arising from the services except where caused directly by the negligence or wilful misconduct of the Company or its operatives.
9.3 The Company’s total liability in respect of any claim arising under or in connection with the services, whether in contract, tort, or otherwise, shall not exceed the total amount paid or payable by the Customer for the specific service giving rise to the claim, or the reasonable replacement value of the damaged item, whichever is lower.
9.4 The Company will not be liable for indirect, consequential, or special losses, including loss of profit, loss of income, loss of business opportunities, or loss of enjoyment.
9.5 The Company is not responsible for damage resulting from faulty or insecure fittings, loose carpets, inadequate installation, old or fragile fabrics, or items not suitable for the cleaning method requested by the Customer where the Customer has insisted on proceeding against the Company’s advice.
10. Complaints and Claims
10.1 Any complaint regarding the services must be reported to the Company as soon as reasonably possible and, in any event, within 48 hours of completion of the service. The Customer must provide details and, where relevant, allow the Company reasonable access to inspect and, if appropriate, rectify any issues.
10.2 The Company will investigate all complaints promptly and, where a complaint is upheld, may offer a re-clean of the affected area, a partial refund, or other appropriate remedy at its discretion.
10.3 Failure to allow the Company an opportunity to inspect or rectify an issue may limit or extinguish any liability the Company might otherwise have.
11. Waste Regulations and Environmental Compliance
11.1 The Company will handle and dispose of any waste generated during the provision of the services in accordance with applicable waste management and environmental regulations. This may include the proper disposal of used cleaning solutions, dirty water, and consumables.
11.2 The Company will not remove general household waste, bulky items, or hazardous materials from the premises unless this has been explicitly agreed as part of the service. It is the Customer’s responsibility to ensure that areas to be cleaned are reasonably free of such waste prior to the service.
11.3 The Company aims to use cleaning products and methods that are effective while taking environmental considerations into account where reasonably practicable. However, in some cases stronger or specialised solutions may be required to treat specific stains or contamination.
12. Health and Safety
12.1 The Company will take reasonable steps to ensure that its operatives work safely and follow relevant health and safety guidance while carrying out the services.
12.2 The Customer must inform the Company of any health and safety risks at the premises and take reasonable measures to minimise any such risks, including supervising children and pets, and keeping them away from work areas, cleaning equipment, and wet carpets.
12.3 Following cleaning, carpets may remain damp for a period of time depending on ventilation, temperature, and carpet type. The Customer should exercise caution when walking on damp carpets, particularly when moving between damp and hard flooring surfaces, to reduce the risk of slips or falls.
13. Data Protection and Privacy
13.1 The Company will collect and use personal information supplied by the Customer for the purpose of managing bookings, providing services, processing payments, and handling any queries or complaints.
13.2 The Company will take reasonable steps to protect personal data and will not sell or share such data with third parties other than as necessary for the performance of the services, compliance with legal obligations, or where the Customer has given consent.
14. Amendments to Terms and Conditions
14.1 The Company may 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 particular service unless a change is required by law.
14.2 Updated terms may be made available to the Customer through the Company’s usual communication channels. Continued use of the services after any changes have been notified will be taken as acceptance of the updated terms.
15. Governing Law and Jurisdiction
15.1 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.
15.2 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.
16. General Provisions
16.1 If any provision of these Terms and Conditions is found to be invalid or unenforceable, the remaining provisions shall continue in full force and effect.
16.2 No failure or delay by the Company in exercising any right or remedy under these Terms and Conditions shall constitute a waiver of that right or remedy.
16.3 These Terms and Conditions constitute the entire agreement between the Company and the Customer in relation to the services and supersede any prior representations, understandings, or agreements, whether oral or written.
By proceeding with a booking for carpet cleaning services in E9 or surrounding areas, the Customer confirms that they have read, understood, and agree to these Terms and Conditions.
