Carpet Cleaners Dulwich Service Terms and Conditions

These Terms and Conditions set out the basis on which Carpet Cleaners Dulwich provides professional cleaning services to residential and commercial customers. By booking or using our services, 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:

Company means Carpet Cleaners Dulwich, the provider of cleaning services.

Customer means any individual, business or organisation that requests or receives services from the Company.

Services means carpet cleaning and any related or additional cleaning services agreed 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, any quotation and any written confirmation of booking.

2. Scope of Services

The Company provides professional carpet and related cleaning services within its standard operating area. The specific Services to be delivered will be agreed at the time of booking and confirmed by the Company in writing or electronically.

The Company reserves the right to decline to provide Services where the Premises are unsafe, inaccessible, or where the scope of work differs substantially from the description given at the time of booking.

Any additional work requested on the day of service that falls outside the original booking will be subject to the Companys agreement and may incur additional charges.

3. Booking Process

3.1 Booking Requests

The Customer may request a booking by phone or through the Companys online or written channels as made available from time to time. The Customer must provide accurate details, including the address of the Premises, type and size of areas to be cleaned, access information, and any relevant information about stains, damage, or special requirements.

3.2 Booking Confirmation

A booking is considered provisional until it is confirmed by the Company. Confirmation may be provided in writing or electronically. The Agreement between the Company and the Customer is formed upon such confirmation.

3.3 Access and Parking

The Customer is responsible for ensuring that the Company has suitable access to the Premises on the agreed date and time, including any keys, codes, or entry instructions. The Customer must also ensure that reasonable parking is available close to the Premises, and may be charged any parking fees or penalties incurred as a result of insufficient information or restricted parking.

3.4 Minimum Charges and Time Slots

The Company may apply a minimum charge for certain Services or appointments. The Customer will be informed of any minimum charge at the time of booking. Appointment times may be offered as time slots; while the Company endeavours to arrive within the agreed slot, arrival times are estimates and not guaranteed.

4. Customer Obligations

The Customer agrees to:

Provide accurate information regarding the Premises and the required Services.

Ensure that the Premises are accessible and safe for the Companys operatives to work in.

Move fragile, valuable or easily damaged items from areas to be cleaned, or clearly point them out to the operative.

Secure pets and inform the Company of any specific hazards at the Premises, such as loose carpets, exposed wiring, or health and safety risks.

Follow any care instructions or recommendations provided by the Company following completion of the Services, such as drying times and use of the cleaned areas.

5. Pricing and Payment Terms

5.1 Quotations

Any quotation given by the Company is based on the information supplied by the Customer and is valid for a limited period as stated by the Company. Quotations may be subject to change if the information provided is incomplete or inaccurate, or if the scope of work changes.

5.2 Pricing Basis

Prices may be calculated on the basis of room size, item count, time required, or a fixed fee per service. The applicable pricing structure will be communicated to the Customer at the time of booking.

5.3 Payment Methods

Unless otherwise agreed in writing, payment is due immediately upon completion of the Services. The Company may accept various methods of payment, such as card payments, bank transfers or cash, subject to the Companys current policy.

5.4 Deposits

The Company reserves the right to request a deposit at the time of booking, particularly for larger jobs, commercial contracts, or appointments scheduled at peak times. Deposits may be non-refundable in certain circumstances as set out in the cancellation policy.

5.5 Late or Non-Payment

If payment is not received when due, the Company reserves the right to charge interest on the outstanding amount at the statutory rate, to recover reasonable costs of pursuing payment, and to suspend or cancel any further Services for the Customer.

6. Cancellations, Rescheduling and Missed Appointments

6.1 Cancellation by the Customer

The Customer may cancel or reschedule an appointment by giving the Company reasonable notice. The specific notice period required and any applicable charges will be communicated at the time of booking. As a general guideline, cancellation or rescheduling made with less than 24 hours notice may incur a charge of up to the full quoted price.

6.2 Failure to Provide Access

If the Company attends the Premises at the agreed time and is unable to gain access, or if the Premises are not in a condition that allows the Services to be carried out, this may be treated as a late cancellation and the Customer may be charged up to the full amount for the scheduled Services.

6.3 Cancellation by the Company

The Company may cancel or reschedule the Services in cases of unforeseen circumstances, such as equipment failure, staff illness, severe weather, or issues affecting access or safety. The Company will notify the Customer as soon as reasonably practicable and will offer an alternative appointment. The Company will not be liable for any indirect loss or expense resulting from such cancellations.

7. Service Standards and Limitations

The Company will provide the Services using reasonable care and skill, in accordance with industry standards for professional cleaning and using appropriate cleaning products and equipment.

The Customer acknowledges that certain stains, odours, wear, and damage may not be fully removable, despite the use of appropriate methods and products. The Company does not guarantee complete removal of all stains or defects, especially where carpets or fabrics are old, heavily soiled, stained by substances with permanent effects, or previously treated with unsuitable cleaning agents.

Drying times may vary depending on the type of carpet or fabric, ventilation, temperature, and humidity. The Company will provide general guidance but cannot be held responsible for delays in drying.

8. Liability and Insurance

8.1 Limitation of Liability

The Company shall not be liable for any indirect, consequential, or economic loss, including loss of profit, loss of opportunity, or loss of enjoyment, arising out of or in connection with the Services.

Subject to applicable law, the Companys total liability in respect of any claim arising out of the Agreement or the Services, whether in contract, tort, or otherwise, shall not exceed the total price paid or payable by the Customer for the Services giving rise to the claim.

8.2 Exclusions

The Company shall not be liable for:

Pre-existing damage to carpets, rugs, upholstery, or other items, including shading, discolouration, wear, fraying, or shrinkage that becomes more visible after cleaning.

Damage arising from faulty or insecure fittings, poor installation, or inherent defects in carpets or flooring.

Any damage or loss where the Customer fails to follow post-cleaning advice, such as walking on damp carpets with inappropriate footwear or replacing furniture before surfaces are fully dry.

8.3 Insurance

The Company maintains appropriate liability insurance for its operations. Details of current insurance cover can be made available upon request.

9. Damage, Complaints and Returns

9.1 Inspection

The Customer is encouraged to inspect the work upon completion of the Services while the operative is still on site. Any immediate concerns should be raised at this time so that reasonable efforts can be made to address them.

9.2 Complaints

If the Customer is dissatisfied with any aspect of the Services, they should notify the Company as soon as possible, providing clear details and, where appropriate, photographs. The Company will review the complaint and may offer to re-attend the Premises to inspect and, if reasonable, rectify the issue.

9.3 Time Limits

Complaints about the quality of Services should normally be made within 48 hours of completion. Complaints received after this period may be more difficult to assess fairly and may not be accepted, except at the Companys discretion.

10. Health, Safety and Waste Regulations

10.1 Health and Safety

The Company will carry out the Services in compliance with applicable health and safety legislation and will use cleaning products and equipment in accordance with manufacturer instructions and relevant guidance.

The Customer must inform the Company of any health and safety risks at the Premises and must not request the Company to undertake any task that is unsafe or prohibited by law or regulation.

10.2 Waste Handling

The Company will handle and dispose of any waste generated by its Services in accordance with applicable UK waste management and environmental regulations. This may include the collection and removal of limited quantities of waste such as used cleaning materials and extracted residues from carpets and fabrics.

Where larger volumes of waste or special categories of waste are involved, the Company may require separate arrangements and additional charges. The Customer is responsible for informing the Company in advance if hazardous or regulated waste is present at the Premises.

10.3 Customer Responsibilities

The Customer must not ask the Company to remove or dispose of any waste in a manner that breaches waste regulations or local authority requirements. If the Company incurs additional costs or penalties due to incorrect information or instructions from the Customer regarding waste, the Customer may be liable for those costs.

11. Data Protection and Privacy

The Company may collect and process personal data relating to the Customer for the purposes of managing bookings, delivering Services, processing payments and handling enquiries or complaints. Personal data will be handled in accordance with applicable data protection laws in the United Kingdom.

The Company will not sell or disclose personal data to third parties except where necessary to deliver the Services, process payments, comply with legal obligations, or where the Customer has provided consent.

12. Force Majeure

The Company shall not be in breach of the Agreement or liable for delay in performing, or failure to perform, any of its obligations if such delay or failure results from events, circumstances or causes beyond its reasonable control. This may include, but is not limited to, extreme weather, power failures, transport disruptions, accidents, or governmental restrictions.

In such circumstances, the Company will make reasonable efforts to notify the Customer and to reschedule the Services as soon as practicable.

13. Variation of Terms

The Company reserves the right to update or amend these Terms and Conditions from time to time. The version in force at the time of the Customers booking will apply to that booking. Updated Terms and Conditions may be made available on request or through the Companys usual communication channels.

14. Governing Law and Jurisdiction

These Terms and Conditions, and any dispute or claim arising out of or in connection with them, the Agreement or the Services, 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.

15. Severability

If any provision of these Terms and Conditions is found to be invalid, unlawful or unenforceable by a court or competent authority, that provision shall be deemed deleted, but such deletion shall not affect the validity and enforceability of the remaining provisions.

16. Entire Agreement

These Terms and Conditions, together with any quotation and booking confirmation issued by the Company, constitute the entire agreement between the Company and the Customer in relation to the Services and supersede all previous discussions, correspondence, negotiations, or understandings.

17. Contact and Notices

Communications regarding bookings, cancellations, complaints or other matters under these Terms and Conditions should be sent using the contact methods made available by the Company. Notices shall be deemed received when acknowledged by the Company or, if sent by post, within a reasonable time after posting in the United Kingdom.

By placing a booking or using the Services of Carpet Cleaners Dulwich, the Customer acknowledges that they have read, understood and agree to be bound by these Terms and Conditions.