Carpet Cleaning E15 Service Terms and Conditions
These Terms and Conditions set out the basis on which we provide carpet cleaning and related services within the E15 area and nearby locations. By booking a service, you agree to be bound by these Terms and Conditions, which form the entire agreement between you and the company for the services provided.
These Terms and Conditions apply to domestic and commercial customers unless expressly stated otherwise. If you do not agree with any part of these terms, you should not proceed with a booking.
Definitions
In these Terms and Conditions, the following expressions have the meanings set out below:
Customer means the person, firm or company requesting or receiving the services.
Services means carpet cleaning and any additional services agreed between the company and the customer, including but not limited to rug cleaning, upholstery cleaning and stain treatment.
Premises means the property or location where the services are to be carried out.
Technician means any employee, contractor or representative appointed by the company to perform the services.
Scope of Services
The company will provide professional carpet cleaning and any agreed additional services to the customer at the premises. The specific scope of work, areas to be cleaned, and any special treatments will be confirmed at the time of booking or during an initial inspection, where applicable.
All services are carried out using methods and products that are considered appropriate for the type of carpet or material, based on the information provided by the customer and the technician’s reasonable assessment on site.
The company does not undertake structural repairs, re-stretching of carpets, or restoration beyond the scope of cleaning and stain treatment, unless expressly agreed in writing as a separate service.
Booking Process
Bookings may be made by the customer through the company’s accepted communication channels as advised on its public materials. When making a booking, the customer must provide accurate information regarding:
1. The location of the premises.
2. The type and approximate size or number of carpets, rugs or upholstery items to be cleaned.
3. Parking and access arrangements.
4. Any known stains, damage, delicate fibres, or special requirements.
The company will provide an estimated quotation based on the information supplied. This estimate may be revised if, upon arrival, the technician finds that the premises, items, or conditions differ from those described at the time of booking.
A booking is considered confirmed only when the company has accepted the booking and provided confirmation of the appointment date and time. The company reserves the right to refuse any booking at its sole discretion.
Access and Customer Obligations
The customer is responsible for ensuring that the premises are accessible at the agreed appointment time. This includes arranging keys, entry codes, parking permissions, and access to running water and electricity.
The customer should remove small and fragile items from the areas to be cleaned before the technician’s arrival. While the technician may assist with moving light furniture where reasonably practicable, the company is under no obligation to move heavy or delicate furniture, electrical equipment, or personal belongings.
If access is not available at the agreed time or the technician is unable to commence the services due to circumstances within the customer’s control, the company may treat this as a late cancellation and apply a charge as set out in the cancellation section.
Pricing and Quotations
All prices are provided in advance as a quotation or estimate. Unless otherwise stated, prices are based on the information provided by the customer and typical room or item sizes.
The company reserves the right to amend the quotation on site if:
1. The actual size or condition of the carpets or items differs significantly from that described.
2. Additional areas or items are requested by the customer.
3. There are unusual access issues, parking charges, or other factors increasing the time or cost of providing the services.
Any revised price will be communicated to the customer before work begins or as soon as reasonably practical. The customer may accept or decline the revised quotation. If the customer declines and the booking cannot proceed, a call-out or cancellation fee may apply where reasonable costs have been incurred.
Payments and Terms
Payment for the services is due in full upon completion of the work unless otherwise agreed in writing before the appointment.
The company accepts payment by commonly used methods appropriate for service businesses in the United Kingdom, which will be communicated to the customer at the time of booking or on the invoice. Cash payments, where accepted, must be made directly to the technician or as instructed by the company.
For commercial customers or larger projects, the company may issue an invoice with specified payment terms. Unless otherwise stated, invoices must be settled within 14 calendar days of the invoice date.
In the event of late payment, the company reserves the right to charge interest and administrative fees in accordance with applicable UK law, and to withhold or cancel future services until the outstanding balance is settled.
Cancellations and Rescheduling
The customer may cancel or reschedule a booking by giving reasonable notice in advance of the appointment time.
1. If the customer cancels or reschedules with at least 24 hours notice, no cancellation fee will normally be charged.
2. If the customer cancels or reschedules with less than 24 hours notice, the company may charge a cancellation fee to cover the technician’s allocated time and any costs incurred.
3. If the technician arrives at the premises and is unable to gain access or commence work for reasons within the customer’s control, this may be treated as a late cancellation and a full or partial service fee may be charged.
The company will use reasonable endeavours to attend the premises at the agreed time. However, appointment times are approximate and may be affected by traffic, weather, or other unforeseen circumstances. If the company must cancel or reschedule, it will notify the customer as soon as practicable and offer an alternative appointment. The company will not be liable for any loss arising from such changes, other than refunding any prepayments for services not provided.
Customer Satisfaction and Complaints
The company aims to provide a professional and satisfactory service. If the customer is not satisfied with any aspect of the services, they should raise the issue with the technician on site where possible, or contact the company as soon as reasonably practicable after the appointment.
The company may request photographic evidence or a follow-up visit to inspect the issue. Provided that the complaint is justified and relates directly to the quality of the cleaning performed, the company may offer a re-clean of the affected area or another appropriate remedy, at its discretion.
Complaints regarding services must generally be raised within 48 hours of completion to allow a fair assessment of the cleaning results, although this time period may be extended where reasonable.
Limitations of the Service
The customer acknowledges that certain stains, wear, odours, or damage may be permanent and cannot be removed or remedied by cleaning. The company does not guarantee complete stain or odour removal, especially where stains have set, carpets are worn, or previous cleaning or products have affected the fibres.
Drying times for carpets and fabrics vary depending on material, ventilation, temperature, and other conditions. Any estimated drying times given by the company are guidelines only and not guarantees.
The customer is responsible for ensuring that carpets and items are not used until they are sufficiently dry to avoid slips, colour transfer, or damage. The company is not liable for accidents or damage caused by use of wet or damp surfaces after the technician has left the premises.
Liability and Insurance
The company will exercise reasonable care and skill in providing the services. The company maintains appropriate insurance cover for its operations, in line with industry practice.
However, the company’s liability to the customer for any direct loss or damage arising from the services shall, to the fullest extent permitted by law, be limited to the value of the service fee paid for the specific appointment in question.
The company will not be liable for:
1. Pre-existing damage, wear, fading, discolouration, or defects in carpets, rugs, upholstery, or other items.
2. Damage arising from hidden or unidentified issues such as loose seams, weak backing, unstable dyes, or improper installation.
3. Any loss of profit, business interruption, loss of opportunity, or indirect or consequential losses.
Nothing in these Terms and Conditions shall exclude or limit liability for death or personal injury caused by negligence, fraud, or any other liability which cannot be excluded or limited under UK law.
Health, Safety and Waste Regulations
The company will carry out the services in accordance with applicable health and safety regulations and recognised industry practices. Technicians will use cleaning products and equipment that are suitable for professional use and, where required, in accordance with manufacturer guidelines.
The customer must inform the company of any health and safety risks at the premises, including but not limited to hazards such as loose flooring, exposed wiring, or restricted ventilation.
During and after the cleaning process, some waste water, extracted dirt, and used materials may be generated. The company will manage such waste in compliance with relevant waste and environmental regulations in the United Kingdom. Where waste water needs to be disposed of on site, it will be done in an appropriate and lawful manner as far as the infrastructure allows.
The customer agrees not to request or permit the technician to dispose of waste in any manner that breaches local waste disposal rules or environmental regulations.
Customer Property and Security
The customer is responsible for the security of the premises before, during, and after the appointment. If keys or access codes are supplied to the company for the purpose of carrying out the services, they will be used only as necessary and returned or handled in accordance with any agreed procedures.
The company will take reasonable care when working around furniture, fixtures, and personal belongings. The customer is advised to remove valuable, fragile, or irreplaceable items from the work areas. The company does not accept liability for loss or damage to items that the technician could not reasonably avoid or that were not suitably protected or removed by the customer.
Force Majeure
The company shall not be liable for any delay or failure to perform its obligations under these Terms and Conditions if such delay or failure results from events or circumstances beyond its reasonable control. This includes, but is not limited to, extreme weather, acts of God, strikes, transport disruptions, power failures, or public health emergencies.
In such circumstances, the company will use reasonable efforts to notify the customer and arrange an alternative appointment where possible.
Data Protection and Privacy
The company may collect and process personal data such as names, addresses, and contact details for the purpose of managing bookings, delivering services, and handling payments and customer communications.
Personal data will be handled in accordance with applicable data protection laws in the United Kingdom. The company will not sell or unnecessarily disclose customer information to third parties, except where required by law or where necessary to provide the services, such as sharing limited details with technicians or payment processors.
Amendments to Terms and Conditions
The company reserves the right to amend or update these Terms and Conditions from time to time. Any changes will take effect from the date they are published or otherwise communicated to customers and will apply to bookings made after that date.
For ongoing or pre-booked services, the terms in force at the time of booking will generally apply, unless a change is required by law or regulation.
Governing Law and Jurisdiction
These Terms and Conditions, and any dispute or claim arising out of or in connection with them or the services provided, 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 from or related to these Terms and Conditions or the provision of services.
By proceeding with a booking for carpet cleaning services in the E15 area or nearby, the customer confirms that they have read, understood, and agree to be bound by these Terms and Conditions.
