Carpet Cleaners N22 Service Terms and Conditions
These Terms and Conditions govern the provision of carpet, rug, upholstery and related cleaning services by Carpet Cleaners N22. By making a booking, confirming a quotation, or allowing our operatives to access your premises, you agree to be bound by these Terms and Conditions.
If you do not agree with any part of these Terms and Conditions, you should not proceed with a booking or allow services to be carried out.
Definitions
In these Terms and Conditions, the following expressions have the meanings set out below:
Customer means any individual, business or organisation requesting or receiving services from Carpet Cleaners N22.
Company, we, us or our means Carpet Cleaners N22, the provider of the cleaning services.
Services means carpet cleaning, rug cleaning, upholstery cleaning, stain treatment, deodorising, and any other related cleaning work agreed between the Customer and the Company.
Premises means the property or location where the Services are to be carried out.
Operatives means the Company’s employees, contractors or agents who carry out the Services.
Scope of Services
The Company provides professional carpet, rug and upholstery cleaning services within its general service area, including N22 and nearby districts. All Services are delivered subject to availability, suitability of access, and the condition of the items to be cleaned.
The Company reserves the right to decline any booking where the Premises are unsafe, access is not reasonably practicable, or the items to be cleaned are in such a condition that cleaning would be inappropriate or likely to cause damage.
Booking Process
Bookings may be requested by the Customer via the Company’s accepted communication channels. A booking is only considered confirmed when the Customer has received explicit confirmation from the Company, which may include the agreed date, time window, service description and price estimate or quotation.
The Customer is responsible for providing accurate information at the time of booking, including the type and approximate size of areas or items to be cleaned, the presence of heavy soiling or staining, and any known issues such as water damage, fragile fibres, loose fittings or previous repairs.
The Company reserves the right to amend the quoted price if the information provided by the Customer is incomplete or inaccurate, or if the actual condition or size of the items or areas differs substantially from the description at the time of booking. Any change in price will be communicated to the Customer before the start of the Service.
The Customer must ensure that a responsible person is available at the Premises at the agreed time to provide access and, where required, to approve the completed work.
Access and Parking
The Customer must provide safe, reasonable access to the Premises and to the areas and items to be cleaned. This includes adequate lighting, clear walkways, and unimpeded access to water and electricity where required.
The Customer is responsible for arranging suitable parking for the Company’s vehicle where necessary. Any parking fees or charges incurred while carrying out the Services may be added to the final invoice and are payable by the Customer.
If the Company is unable to access the Premises or carry out the Services at the agreed time due to issues beyond its control, including but not limited to locked doors, absent key holders, or unsafe conditions, a call-out or cancellation fee may apply.
Customer Responsibilities Before Cleaning
Unless otherwise agreed in writing, the Customer must:
Ensure that the areas to be cleaned are reasonably clear of personal items, small furniture, toys, cables and other loose objects.
Move light furniture where possible, or clearly identify those items that should not be moved.
Secure any valuable, fragile or irreplaceable items and disclose any known weaknesses such as loose carpet joins, unstable furniture or pre-existing damage.
Inform the Company of any allergies, sensitivities or specific product restrictions relevant to the choice of cleaning solutions.
The Company does not dismantle or reassemble furniture, fittings or equipment unless specifically agreed in advance. Heavy furniture and built-in units may be cleaned around rather than underneath where moving them is impractical or unsafe.
Quotations and Pricing
Any quotation provided by the Company is based on the information supplied by the Customer and is valid for a limited period as stated at the time of issue or, where not stated, for 30 days.
All prices are quoted in pounds sterling and may be provided per room, per item, per square metre or as a fixed package, as communicated to the Customer. The Company reserves the right to adjust prices for factors including, but not limited to, excessive soiling, the need for specialist stain treatment, restricted access, or extended travel time.
Where additional work is requested by the Customer on the day of service and is outside the original quotation, the Company will confirm any revised pricing before the additional work is undertaken.
Payments and Invoicing
Unless otherwise agreed, payment is due immediately upon completion of the Services. The Company may accept various forms of payment such as cash, bank transfer or card payments, to the extent these methods are made available by the Company at the time of service.
For commercial Customers or where agreed in advance, the Company may issue an invoice payable within a specified period. In such cases, payment terms will be stated on the invoice. Late payments may incur interest or administrative charges in accordance with applicable law.
The Company reserves the right to withhold further Services or cancel future bookings where outstanding balances remain unpaid. Ownership of any cleaning products or equipment supplied or installed as part of the Service remains with the Company until full payment has been received.
Cancellations and Rescheduling
The Customer may cancel or reschedule a booking by providing the Company with reasonable notice via its accepted communication channels.
Where the Customer cancels or reschedules with less than 24 hours notice before the agreed appointment time, the Company reserves the right to charge a cancellation fee, which may be up to a reasonable proportion of the quoted service price to cover lost time and administrative costs.
If the Company is unable to attend the Premises at the agreed time due to circumstances beyond its control, including severe weather, traffic disruption, vehicle breakdown, staff illness, or other unforeseen events, the Company will notify the Customer as soon as reasonably practicable and arrange an alternative appointment. In such circumstances, the Company will not be liable for any consequential loss suffered by the Customer.
Service Standards and Limitations
The Company will perform the Services with reasonable care and skill in accordance with industry practices and using suitable cleaning methods and products.
While the Company will use its best efforts to achieve a high standard of cleaning, the Customer acknowledges that:
Not all stains, odours or marks can be completely removed, particularly where they are old, have been treated with unsuitable products, or involve permanent damage to fibres or backing.
Some carpets and fabrics may react unpredictably to cleaning, especially if previously damaged, sun-faded, worn, or of unknown composition.
Drying times may vary depending on fibre type, weather conditions, ventilation and soiling levels. The Company provides indicative drying times only and does not guarantee exact drying durations.
The Customer is advised to avoid walking on freshly cleaned carpets with outdoor footwear and to take extra care until surfaces are fully dry to minimise slip risks or re-soiling.
Liability
The Company maintains appropriate insurance cover for its operations. However, its liability to the Customer is subject to the limitations below.
The Company will not be liable for any pre-existing damage, wear, discolouration or defects that become more visible as a result of cleaning. The Customer accepts that some deterioration may be revealed where soiling has previously masked damage or wear.
The Company will not be liable for loss or damage arising from:
Failure by the Customer to provide accurate information about the items or areas to be cleaned.
Inadequate or unsafe access, faulty utilities, or hazardous conditions at the Premises.
Failure by the Customer to follow aftercare instructions or recommendations, including guidance on drying times and use of the cleaned areas.
Incidents beyond the Company’s reasonable control.
Except in cases where liability cannot lawfully be limited or excluded, the Company’s total liability to the Customer for any loss or damage arising from the Services, whether in contract, tort or otherwise, shall not exceed the total amount paid by the Customer for the specific Service giving rise to the claim.
Nothing in these Terms and Conditions limits or excludes liability for death or personal injury caused by negligence, fraud, or any other matter that cannot legally be excluded.
Customer Property and Security
The Customer is responsible for securing valuable or delicate items before the arrival of the Company’s Operatives. The Company will take reasonable care when carrying out the Services but is not liable for normal wear and tear or minor cosmetic damage to items that must be moved in the course of the work.
Where keys or access codes are provided to the Company, they will be used solely for the purpose of delivering the Services and will be handled with appropriate care. The Customer should ensure that any special locking mechanisms or alarms are clearly explained in advance.
Waste Handling and Environmental Regulations
The Company endeavours to comply with all applicable environmental and waste regulations in relation to the use, storage and disposal of cleaning solutions and by-products.
Any waste generated as part of the cleaning process, including extracted soiling and used consumables, will be managed in accordance with relevant legislation and local requirements. Non-hazardous waste may be left at the Premises for disposal via the Customer’s usual waste collection, unless otherwise agreed.
Hazardous or regulated waste, if encountered, may incur additional handling or disposal charges or may result in the Company declining to proceed with part or all of the Services. The Customer is responsible for informing the Company of any known contamination risks before the start of the work.
The Customer agrees not to request or require the Company to dispose of waste in any manner that would breach applicable laws or regulations.
Complaints and Service Issues
If the Customer is dissatisfied with any aspect of the Services, they should notify the Company as soon as possible, ideally within 48 hours of completion, providing clear details of the concern.
The Company will investigate the issue and, where appropriate, may arrange a revisit to inspect the work and, if reasonably practicable, attempt to rectify any valid shortcomings. The availability of a revisit may depend on the nature of the issue and the condition of the items or areas after the initial service.
Raising a complaint does not automatically entitle the Customer to a refund or free additional work. Any remedy offered will be at the Company’s discretion, subject to applicable law and the circumstances of the case.
Use of Images and Feedback
With the Customer’s consent, the Company may take photographs of areas or items before and after cleaning for quality control, training or promotional purposes. Any images used for marketing will not include personal identifiers without explicit permission.
Customer feedback may be used by the Company to improve Services and, where authorised, for testimonials or marketing materials. The Customer may withdraw consent for future use of such material on reasonable notice.
Data Protection
The Company may collect and process personal information necessary to accept bookings, deliver Services, manage accounts and comply with legal obligations. Personal data will be handled in accordance with applicable data protection laws.
The Customer is responsible for ensuring that any personal information provided is accurate and up to date. The Company will not disclose personal data to third parties except where required to deliver the Services, process payments, enforce these Terms and Conditions, or comply with legal requirements.
Amendments to Terms and Conditions
The Company 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. Continued use of the Company’s Services after changes are published will constitute acceptance of the revised terms for future bookings.
Governing Law and Jurisdiction
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.
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 of these Terms and Conditions is found by a court or competent authority to be invalid, unlawful or unenforceable, that provision shall be deemed deleted and the remaining provisions shall continue in full force and effect.
Entire Agreement
These Terms and Conditions constitute the entire agreement between the Company and the Customer in relation to the Services and supersede any prior understandings, representations or agreements, whether written or oral, regarding their subject matter.
