Terms and Conditions for Carpet Cleaners Stockwell Services

These Terms and Conditions set out the basis on which Carpet Cleaners Stockwell provides professional cleaning services to residential and commercial customers in Stockwell and the wider area. By placing a booking or allowing work to commence, 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 have the meanings set out below:

Customer means the individual, business, or organisation booking or receiving the services.

Company means Carpet Cleaners Stockwell, the provider of the services.

Services means carpet, upholstery, rug, and related cleaning or ancillary services supplied by the Company.

Premises means the property or location where the Services are to be carried out.

Agreement means the contract between the Customer and the Company for the supply of Services, incorporating these Terms and Conditions.

2. Scope of Services

The Company provides professional carpet cleaning and related services within Stockwell and surrounding areas. The precise scope of work for each booking will be confirmed at the time of booking based on the information supplied by the Customer.

All Services are provided with reasonable care and skill, in line with industry standards and using cleaning methods suitable for the item or area in question, as reasonably determined by the Company.

3. Booking Process

3.1 Bookings may be made by the Customer through the Companys accepted booking channels. A booking is not confirmed until the Company has acknowledged acceptance and provided a booking confirmation.

3.2 The Customer must provide accurate information regarding the Premises, access arrangements, parking availability, size and type of areas or items to be cleaned, and any specific requirements or concerns, including pre-existing damage or staining.

3.3 The Company reserves the right to decline a booking request without providing a reason, particularly where the work requested is unsafe, inappropriate for the methods used, or outside the usual service area.

3.4 Any quotes provided are based on the information supplied by the Customer. If, on arrival, the scope of work is significantly different, the Company may adjust the price, subject to the Customers agreement, or decline part or all of the work.

4. Access to Premises and Parking

4.1 The Customer is responsible for ensuring safe, reasonable access to the Premises at the agreed time. This includes arranging for keys, entry codes, or ensuring someone is present to allow entry.

4.2 Where parking restrictions apply, the Customer must either provide a suitable parking space or cover any parking charges or permits required for the Companys vehicle during the appointment.

4.3 If the Company is unable to gain access to the Premises at the scheduled time, waiting time or a call-out charge may be applied, and the appointment may need to be rescheduled. The Company reserves the right to treat persistent access issues as a late cancellation under the cancellation policy.

5. Customer Responsibilities

5.1 The Customer must ensure that the areas to be cleaned are reasonably tidy and accessible, with small items, fragile objects, and valuable belongings removed or safely stored.

5.2 The Customer must inform the Company before work begins of any known issues, including but not limited to fragile fabrics, loose fittings, water-sensitive materials, previous cleaning treatments, or pre-existing damage.

5.3 Children and pets must be kept away from the working area, equipment, and cleaning products for the duration of the visit and any recommended drying time.

5.4 The Customer is responsible for ensuring that there is a functioning supply of water and electricity at the Premises for the duration of the appointment, unless otherwise agreed.

6. Prices and Quotations

6.1 All prices are quoted in pounds sterling and, where applicable, will specify whether they include or exclude VAT in accordance with current legal requirements.

6.2 Quotations are based on the details provided by the Customer and are valid for a limited period as communicated at the time of quoting. Prices may be subject to change where the condition, size, or description of items or areas differs significantly from that originally described.

6.3 Any additional work requested on the day of service which was not included in the initial booking may be agreed at the Companys discretion and charged at the prevailing rates.

7. Payments

7.1 Payment terms will be confirmed at the time of booking. Unless otherwise agreed in writing, payment is due on completion of the Services at the Premises.

7.2 The Company may accept various payment methods, such as cashless card payment or bank transfer, as communicated to the Customer. The Company does not accept responsibility for payments made by any method not expressly approved.

7.3 For commercial or repeat Customers, the Company may agree alternative payment terms, such as invoicing with specified payment dates. Late payment may incur interest and administration charges in accordance with applicable UK legislation governing late payments.

7.4 The Customer is responsible for ensuring that full payment is made for all Services provided. Failure to pay may result in the suspension of further services and may lead to recovery action, including the use of third-party collection agencies or legal proceedings.

8. Cancellations and Rescheduling

8.1 The Customer may cancel or reschedule a booking by giving the Company reasonable notice through the accepted communication channels.

8.2 If the Customer cancels or reschedules an appointment with less than 24 hours notice, the Company reserves the right to charge a late cancellation fee, which may be up to a significant proportion of the quoted service price to cover time and costs incurred.

8.3 If the Customer fails to provide access to the Premises, or the visit cannot proceed due to the Customers failure to fulfil their responsibilities, the Company may treat this as a late cancellation and charge a call-out fee.

8.4 The Company will use reasonable efforts to honour the agreed appointment date and time but may need to reschedule in the event of circumstances beyond its control, such as extreme weather, illness, equipment failure, or traffic disruption. In such cases, the Company will attempt to provide as much notice as reasonably possible and arrange an alternative appointment time with the Customer.

9. Service Limitations and Results

9.1 While the Company will use appropriate professional methods and products, the Customer acknowledges that complete stain removal or restoration of items to their original condition cannot be guaranteed.

9.2 Certain types of stains, odours, wear, damage, or discoloration may be permanent and not fully removable. The Company will advise the Customer where it considers that cleaning results may be limited.

9.3 The drying time for carpets and upholstery will vary depending on fibre type, ventilation, and environmental conditions. The Customer should adhere to any advice given by the Company regarding drying and use of the cleaned areas or items.

10. Damage, Liability, and Insurance

10.1 The Company will exercise reasonable care when providing Services. In the unlikely event of accidental damage directly caused by the Company, the Customer must report it as soon as reasonably possible and no later than 24 hours after completion of the work.

10.2 The Companys liability for damage, loss, or claims arising from the provision of Services is limited to the value of the affected item or the cost of the Services provided for that item, whichever is lower, unless otherwise required by law.

10.3 The Company is not liable for damage or deterioration arising from pre-existing defects, wear, fading, loose fittings, weak seams, previous cleaning, installation issues, or the Customers failure to follow aftercare advice.

10.4 The Company is not responsible for indirect or consequential losses, including loss of profit, loss of use, or any costs incurred by the Customer due to delays, cancellations, or unsatisfactory results, except to the extent that such liability cannot be excluded under UK law.

10.5 Nothing in these Terms and Conditions excludes or limits the Companys liability for death or personal injury caused by negligence, fraud, or any other liability that cannot legally be excluded or limited.

11. Customer Complaints

11.1 If the Customer is dissatisfied with any aspect of the Services, they must notify the Company as soon as reasonably possible, and in any event within 24 hours of completion, to allow the Company to investigate and where appropriate, offer a remedy.

11.2 The Company may, at its discretion, offer to re-clean the affected area or item, provide a partial refund, or make another reasonable adjustment, depending on the nature and validity of the complaint.

11.3 The Company may request photographic evidence or access to the Premises to inspect any reported issues. Failure to allow such access may limit the Companys ability to investigate or address the complaint.

12. Waste Handling and Environmental Considerations

12.1 The Company will handle and dispose of any waste arising from the Services in accordance with applicable UK waste management and environmental regulations.

12.2 Where the Services generate waste such as soiled water, packaging, or removed debris, the Company will ensure that disposal methods are compliant with local authority requirements and do not cause pollution or environmental harm.

12.3 The Customer must not request the Company to dispose of hazardous or controlled waste that falls outside the normal scope of carpet and upholstery cleaning. If such waste is identified, the Company may refuse to handle it and recommend that the Customer contacts an appropriate licensed waste contractor.

12.4 The Customer is responsible for ensuring that any waste belonging to them, which is unrelated to the Services, is dealt with responsibly and in compliance with UK waste regulations.

13. Health and Safety

13.1 The Company will conduct its work in a manner that aims to protect the safety of staff, Customers, and any third parties present at the Premises.

13.2 The Customer must inform the Company of any known health and safety risks at the Premises, such as loose floorboards, exposed wiring, or hazardous substances.

13.3 The Company may refuse to carry out or continue work if it reasonably believes that conditions at the Premises present an unacceptable risk to health or safety.

14. Use of Customer Data

14.1 The Company may collect and process personal data necessary for booking, delivering, and administering the Services, in accordance with applicable UK data protection laws.

14.2 Customer data will be used only for legitimate business purposes, such as managing appointments, processing payments, handling customer service, and meeting legal obligations.

14.3 The Company will take reasonable steps to protect personal data from unauthorised access, loss, or misuse and will retain such data only for as long as is necessary for the purposes for which it was collected or as required by law.

15. Amendments to Terms and Conditions

15.1 The Company reserves the right to update or amend these Terms and Conditions from time to time to reflect changes in law, business practices, or service offerings.

15.2 The version of the Terms and Conditions in force at the time of booking will normally apply to that Agreement. The Customer is encouraged to review the Terms and Conditions periodically to stay informed about any changes.

16. Governing Law and Jurisdiction

16.1 These Terms and Conditions and any Agreement between the Customer and the Company are governed by and interpreted in accordance with the laws of England and Wales.

16.2 The parties agree that the courts of England and Wales shall have exclusive jurisdiction to resolve any disputes or claims arising out of or in connection with these Terms and Conditions, the Services, or any Agreement between the Customer and the Company.

17. Severability

17.1 If any provision of these Terms and Conditions is found by a court or other competent authority to be invalid, unlawful, or unenforceable, that provision shall be deemed removed, but the remaining provisions shall continue in full force and effect.

18. Entire Agreement

18.1 These Terms and Conditions, together with any written confirmation or agreement relating to a specific booking, constitute the entire agreement between the Customer and the Company in relation to the provision of the Services.

18.2 No oral statement or representation by any employee or representative of the Company shall alter or override these Terms and Conditions unless expressly agreed in writing by an authorised representative of the Company.