Terms And Conditions
Carpet Cleaning Richmond upon Thames Service Terms
These Terms and Conditions set out the basis on which carpet and related cleaning services are provided by Carpet Cleaning Richmond upon Thames, referred to as the Company, to you, the Customer. By booking or accepting any service from the Company, 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 shall have the meanings set out below:
Customer means any individual, household, landlord, tenant, letting agent, business or other organisation that requests or receives services from the Company.
Services means carpet cleaning and any related cleaning or treatment services offered by the Company, including but not limited to upholstery cleaning, rug cleaning and stain treatment.
Premises means the property or location where the Services are to be carried out.
Agreement means the contract between the Customer and the Company comprising these Terms and Conditions, together with the booking confirmation and any agreed written variations.
2. Scope of Services
The Company provides professional carpet cleaning and associated services within Richmond upon Thames and nearby areas, subject to availability. The specific Services to be supplied will be described in the booking confirmation, quotation or invoice provided to the Customer.
The Company reserves the right to refuse any booking where it reasonably considers that the work requested is unsafe, unsuitable for the Company’s equipment or methods, or outside the normal scope of its operations.
3. Booking Process
All bookings for Services must be made directly with the Company using an accepted contact method such as online form or written request. The Customer must provide accurate and complete information about the Premises, including access details, parking arrangements, number of rooms, type and condition of carpets, and any known stains or damage.
A booking will be considered provisional until it has been confirmed by the Company. Confirmation may be given in writing or in another durable format setting out the agreed date, arrival window, scope of work and price estimate or fixed price, as applicable.
The Company may request photographs or additional information in order to provide an accurate quotation. Any quotation is based on the information supplied and on normal conditions. If upon arrival the actual work required is materially different, the Company may revise the price or, if no agreement can be reached, decline to carry out the Services.
The Customer must ensure that an adult authorised to give instructions and make decisions is present at the start of the appointment, unless otherwise agreed in advance.
4. Access and Parking
The Customer is responsible for providing safe, lawful and reasonable access to the Premises on the agreed date and time. This includes any necessary keys, door codes or access instructions notified to the Company ahead of the appointment.
Parking arrangements near the Premises must be made by the Customer where possible. If paid parking is required for the Company’s vehicle, the Customer may be charged the actual cost. If suitable parking is not available and this prevents the Company from delivering the Services, the visit may be treated as a late cancellation and a fee may be charged.
5. Customer Responsibilities Before Cleaning
The Customer must ensure that:
All areas to be cleaned are reasonably tidy and accessible.
Small items, fragile objects, personal belongings and valuables are removed from the areas to be cleaned.
Furniture that needs to be moved is identified in advance and, where reasonably possible, cleared of items.
Any pre-existing damage, stains, loose seams, shrinkage risks, colour instability, or other issues relating to carpets, rugs or upholstery are disclosed to the Company prior to commencement of work.
The Company is not responsible for moving heavy, delicate or high-value furniture or appliances, unless specifically agreed. Any assistance provided in moving such items is at the Customer’s risk.
6. Service Performance and Limitations
The Company will exercise reasonable care and professional skill in providing the Services. However, the Customer acknowledges that:
Complete stain removal cannot be guaranteed, particularly for old, set, chemically treated or unknown stains.
Results may vary depending on fabric type, carpet age, previous cleaning methods, and pre-existing wear or damage.
Certain materials may be unsuitable for the Company’s standard cleaning methods. In such cases, the Company may decline to perform the work or may apply a reduced or alternative treatment with the Customer’s consent.
Minor differences between cleaned and uncleaned areas may persist, especially in heavily worn or sun-faded carpets.
Aftercare instructions regarding drying times, ventilation and foot traffic may be given. The Customer is responsible for following these instructions to avoid damage or re-soiling.
7. Prices, Quotations and Payments
Prices are usually quoted per room, per area, per item, or as a fixed project price. Any quotation given by the Company is valid for a limited time as stated in the quotation or, if not stated, for 30 days from issue, after which it may be revised.
All prices are provided exclusive or inclusive of VAT, depending on the Company’s tax status at the time, and this will be stated in the quotation or invoice. Any changes in applicable taxes may affect the total amount payable.
Payment is due in accordance with the payment terms notified to the Customer. Unless otherwise agreed in writing, payment is due immediately upon completion of the Services at the Premises. The Company may accept payment by bank transfer, card, or other methods as advised from time to time.
For certain bookings, including larger projects or commercial work, the Company may require an advance deposit or full prepayment to secure the booking. Any such requirement will be clearly communicated at the time of booking.
If the Customer fails to pay any sum due by the due date, the Company reserves the right to charge reasonable late payment fees and any costs incurred in recovering the debt, including administrative and legal costs, where permitted by law.
8. Cancellations and Rescheduling
The Customer may cancel or request to reschedule a booking by giving notice to the Company. To avoid charges, the Customer should give as much notice as possible and at least the minimum notice period stated at the time of booking.
Where the Customer cancels or reschedules with less than 24 hours notice before the scheduled appointment time, the Company may charge a cancellation fee reflecting the time reserved and any costs incurred. For larger or commercial bookings, a longer notice period may apply as specified in the quotation or agreement.
If the Customer is not present at the Premises at the agreed time and has not provided access arrangements, or if the Company is unable to gain entry, this may be treated as a late cancellation and a fee may be charged.
The Company reserves the right to cancel or reschedule an appointment due to unforeseen circumstances, such as severe weather, staff illness, vehicle breakdown, safety concerns, or other events beyond its reasonable control. In such cases, the Company will notify the Customer as soon as reasonably practicable and offer an alternative appointment. The Company will not be liable for any indirect loss arising from such rescheduling or cancellation.
9. Health, Safety and Conduct
The Company will conduct its operations in accordance with applicable health and safety regulations and will use products and equipment in line with manufacturers instructions and professional standards.
The Customer must ensure that the Premises are safe for the Company’s operatives, including clear access, adequate lighting and, where applicable, functioning utilities. Any hazards such as loose floor coverings, exposed wiring, aggressive pets or unsafe structures must be disclosed in advance or made safe before the appointment.
The Company reserves the right to refuse or discontinue Services where operatives are subjected to abuse, harassment, unsafe conditions or unreasonable demands. Any such termination will not affect the Company’s right to payment for work already completed or costs incurred.
10. Damage, Liability and Insurance
The Company will take reasonable care when providing the Services. If accidental damage is caused by the Company’s negligence, the Company will, at its option, repair the damage, arrange a replacement, or offer fair compensation.
The Customer must report any alleged damage or issues as soon as reasonably possible and in any event within 48 hours of completion of the Services. The Customer should provide details and, where available, evidence such as photographs. Failure to report within this period may limit the Company’s ability to investigate and may affect any remedy.
The Company’s total liability to the Customer in respect of any loss arising under or in connection with the Agreement shall, to the fullest extent permitted by law, be limited to the total price paid or payable for the specific Services giving rise to the claim.
The Company shall not be liable for:
Any pre-existing damage, wear, fading, shrinkage, loose seams, or defects in carpets, rugs or upholstery.
Damage resulting from failure to follow aftercare instructions or from use of the cleaned area before it is dry.
Any indirect or consequential loss, loss of profit, loss of opportunity or loss of enjoyment.
Damage arising where the Customer has not disclosed relevant information about the materials or condition of items to be cleaned.
Nothing in these Terms and Conditions shall exclude or limit liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot lawfully be excluded or limited.
11. Waste, Environmental and Disposal Regulations
The Company will handle waste water and residues generated during the cleaning process in accordance with applicable waste and environmental regulations. Where portable equipment is used, waste water may be discharged into appropriate drainage points at the Premises, such as a toilet or utility sink, subject to suitability.
The Customer agrees to permit the use of suitable drains at the Premises for lawful disposal of waste water arising directly from the Services. The Company will not dispose of waste water in ways that could reasonably be expected to cause environmental harm or breach local regulations.
The Company does not provide bulk waste removal services unless expressly agreed. Any items that the Customer wishes to discard, such as old rugs or furnishings, remain the Customer’s responsibility unless otherwise agreed in writing, including any associated charges.
12. Complaints and Service Issues
If the Customer is dissatisfied with any aspect of the Services, the Customer should notify the Company as soon as practicable, and in any event within 48 hours of completion of the relevant work. The Company may request access to inspect the issue and, where appropriate, may offer a re-clean of the affected area or another proportionate remedy.
The Customer must allow the Company a reasonable opportunity to address and rectify any complaint before seeking to arrange alternative services or claiming a price reduction. Any refund or partial refund will be at the Company’s reasonable discretion, having regard to the circumstances and the extent of any proven shortfall in the Services.
13. Privacy and Data Protection
The Company will collect and use personal data such as names, addresses and contact details for the purpose of managing bookings, providing Services, handling payments and fulfilling legal obligations. The Company will take reasonable steps to keep such information secure and will not sell personal data to third parties.
Customer data may be shared with selected third parties where necessary to deliver the Services, process payments or comply with legal requirements. By booking Services, the Customer consents to such use of personal data in accordance with applicable data protection laws.
14. Amendments to Terms
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 particular Agreement. Any substantial changes that could materially affect ongoing service arrangements will be communicated to affected Customers where reasonably possible.
15. Governing Law and Jurisdiction
These Terms and Conditions, and any non-contractual obligations arising out of or in connection with them, shall be governed by and construed in accordance with the laws of England and Wales.
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, save where mandatory consumer protection laws provide otherwise.
16. General Provisions
If any provision of these Terms and Conditions is found to be invalid, unlawful or unenforceable by a court or regulator, that provision 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 shall be severed, and the remaining provisions shall continue in full force and effect.
Failure or delay by the Company in enforcing any right under these Terms and Conditions shall not be deemed a waiver of that or any other right. No waiver shall be effective unless given in writing by the Company.
The Agreement is between the Customer and the Company. No other person shall have any rights to enforce any of its terms.
By proceeding with a booking, the Customer confirms that they have read, understood and agree to these Terms and Conditions for carpet cleaning and related services in the designated service area.
