Carpet Cleaning E5 Service Terms and Conditions
These Terms and Conditions govern the provision of carpet cleaning and related services by Carpet Cleaning E5 to customers within our service area. By making a booking, you agree to be bound by these Terms and Conditions. Please read them carefully before placing an order for any service.
1. Definitions
In these Terms and Conditions, the following expressions have the meanings set out below:
Customer means any individual or business that requests or receives services from Carpet Cleaning E5.
Company means Carpet Cleaning E5, the provider of the cleaning services.
Services means carpet cleaning and any additional cleaning or treatment services agreed between the Company and the Customer.
Premises means the property or location where the Services are to be carried out.
Booking means a confirmed request by the Customer for Services on a specific date and time, as accepted by the Company.
2. Scope of Services
The Company provides professional carpet cleaning and related services within the E5 area and surrounding locations as determined by the Company from time to time. The precise scope of the Services to be carried out will be agreed at the time of Booking and may include, but is not limited to, carpet cleaning, rug cleaning, upholstery cleaning, stain treatment, and deodorising.
All Services are subject to availability and the Company reserves the right to refuse any Booking where it is not reasonably practicable or safe to provide the Services at the Premises.
3. Booking Process
3.1 A Booking is made when the Customer contacts the Company to request Services, provides all required details about the Premises and the work required, and the Company confirms acceptance of the Booking and the proposed date and time.
3.2 The Customer must provide accurate and complete information about the Premises, including the type of carpets and fabrics, approximate areas to be cleaned, access details, parking availability, and any known issues or risks, such as loose flooring, water damage, or infestation.
3.3 The Company may request photographs, descriptions, or other information in order to estimate the work and provide an indicative price. Any such estimate is based on the information supplied by the Customer and may be adjusted at the Premises if the actual conditions differ materially.
3.4 The Company may require a deposit or card details to secure the Booking. The Customer will be informed of any such requirement before the Booking is confirmed.
3.5 Bookings are accepted on the basis that the Customer has the authority to allow access to and work to be carried out at the Premises, and that any necessary permissions from landlords, managing agents, or other relevant parties have been obtained.
4. Access and Customer Obligations
4.1 The Customer must ensure that the Company and its operatives have safe and unobstructed access to the Premises at the agreed time. This includes access to all rooms and areas to be cleaned, as well as to electricity, running water, and any other facilities required to perform the Services.
4.2 The Customer is responsible for moving small and fragile items, valuables, and personal belongings to a safe place before the Services commence. The Company is not responsible for moving heavy furniture or large items unless expressly agreed in advance.
4.3 The Customer must inform the Company of any existing damage, wear, or defects in carpets, flooring, furniture, or fixtures before the Services begin. This includes loose seams, fraying, shrinkage, colour fading, or previous cleaning or treatment that may affect the results.
4.4 The Customer must keep children, pets, and other occupants away from work areas during the cleaning process and until carpets and fabrics are fully dry, in order to avoid accidents, staining, or re-soiling.
5. Prices and Payment Terms
5.1 All prices for Services are provided in advance based on the Customer's description or an inspection of the Premises. The Company reserves the right to revise the price if the actual condition, size, or nature of the work differs from what was originally described.
5.2 Unless otherwise agreed in writing, payment is due in full on completion of the Services at the Premises. The Company may accept various methods of payment, such as card or bank transfer, as advised to the Customer at the time of Booking.
5.3 For commercial Customers or larger projects, the Company may issue an invoice with specified payment terms. In such cases, payment must be received within the due date shown on the invoice. Late payments may incur interest and reasonable recovery costs in accordance with applicable law.
5.4 All prices are quoted inclusive or exclusive of any applicable taxes as stated to the Customer at the time of Booking. The Customer is responsible for any applicable taxes and charges under relevant law.
6. Cancellations, Rescheduling, and No-Show
6.1 The Customer may cancel or reschedule a Booking by giving the Company reasonable notice before the scheduled start time. The notice period and any applicable charges will be explained at the time of Booking.
6.2 If the Customer cancels or requests to reschedule with insufficient notice, the Company reserves the right to charge a cancellation fee, which may be a fixed amount or a percentage of the quoted price.
6.3 If the Company is unable to access the Premises at the scheduled time due to the Customer's act or omission, including failure to provide keys, codes, or the presence of blocked access, the Company may treat this as a late cancellation and charge the applicable fee.
6.4 The Company may cancel or reschedule a Booking if it is unable to attend due to circumstances beyond its reasonable control, including but not limited to severe weather, vehicle breakdown, staff illness, accidents, or other emergencies. In such cases, the Company will offer an alternative appointment. The Company will not be liable for any loss arising from such cancellation or rescheduling.
7. Service Delivery and Quality
7.1 The Company will provide the Services with reasonable care and skill and in accordance with generally accepted industry standards. However, the results of carpet cleaning can be influenced by factors outside the Company's control, including age, condition, fibre type, previous cleaning, and the nature and duration of stains.
7.2 The Company does not guarantee that all stains, odours, or marks can be fully removed. Some stains may be permanent, and some odours may be deeply embedded. The Company will use appropriate methods and products but cannot promise a particular outcome.
7.3 Drying times for carpets and fabrics depend on ventilation, temperature, humidity, and the type of material. Any drying time quoted by the Company is an estimate only and not a guarantee.
7.4 The Customer should inspect the work upon completion. Any concerns about the standard of the Services must be reported to the Company promptly and, in any event, within 24 hours of completion. The Company will make reasonable efforts to address genuine concerns, which may include re-cleaning affected areas at no additional charge where appropriate.
8. Customer Property and Valuables
8.1 The Customer is responsible for safeguarding cash, jewellery, documents, and other valuables before the Services commence. The Company does not accept responsibility for loss of valuables unless caused by proven negligence or misconduct of its operatives.
8.2 The Company will take reasonable care when carrying out the Services but shall not be liable for normal wear and tear or for pre-existing damage, defects, or conditions that are exposed or made more apparent by cleaning.
9. Liability and Limitations
9.1 Nothing in these Terms and Conditions limits or excludes the Company's liability for death or personal injury caused by negligence, fraud, or any other liability that cannot be limited or excluded by law.
9.2 Subject to the above, the Company's total liability to the Customer in respect of any loss or damage arising out of or in connection with the Services shall not exceed the total amount paid by the Customer for the specific Booking giving rise to the claim.
9.3 The Company shall not be liable for any indirect, consequential, or economic losses, including but not limited to loss of profit, loss of opportunity, or loss of use of the Premises.
9.4 The Customer must follow any instructions or guidance provided by the Company in relation to the use of carpets and fabrics following cleaning, including recommended waiting times and ventilation. The Company will not be liable for damage or issues arising from failure to follow such instructions.
9.5 The Company may use third party products and equipment in providing the Services. While the Company selects such products and equipment with care, it does not manufacture them and shall not be liable for any defects inherent in the products themselves, save to the extent required by law.
10. Waste Handling and Environmental Compliance
10.1 The Company will handle waste water, removed residues, and other by-products of the cleaning process in accordance with applicable waste management and environmental regulations.
10.2 Where waste is generated at the Premises that cannot lawfully be discharged into existing drainage or disposed of with ordinary household waste, the Company will arrange for appropriate collection, storage, or disposal in compliance with relevant regulations and industry practice.
10.3 The Customer agrees not to request or require the Company to dispose of waste, chemicals, or materials in a manner that is contrary to applicable regulations or environmental standards.
10.4 Any additional costs incurred in complying with specific waste handling or disposal requirements, where not included in the standard service price, will be notified to the Customer in advance where reasonably practicable.
11. Health and Safety
11.1 The Company operates in accordance with relevant health and safety legislation and takes reasonable steps to protect its operatives, Customers, and the general public.
11.2 The Customer must inform the Company of any known health and safety hazards at the Premises, including but not limited to structural defects, unsafe flooring, hazardous substances, or restricted access areas.
11.3 The Company reserves the right to refuse to provide or to suspend the Services if it considers that the Premises are unsafe or that conditions present an unacceptable risk to health or safety.
12. Insurance
12.1 The Company maintains appropriate insurance cover for its activities, including public liability insurance. Details of such insurance may be provided to the Customer on reasonable request.
12.2 The Customer is responsible for maintaining any necessary building, contents, or other insurance in respect of the Premises and its own property.
13. Data Protection and Confidentiality
13.1 The Company collects and uses personal data provided by the Customer for the purpose of managing Bookings, delivering Services, processing payments, and, where applicable, sending service-related updates.
13.2 The Company will take reasonable steps to keep Customer information secure and will not sell or disclose such information to third parties except as required to provide the Services, process payments, comply with legal obligations, or with the Customer's consent.
14. Complaints and Dispute Resolution
14.1 If the Customer is dissatisfied with any aspect of the Services, they should contact the Company as soon as possible, providing details of the issue and any supporting information.
14.2 The Company will investigate complaints and aim to respond within a reasonable time. Where appropriate, the Company may offer to re-attend the Premises to inspect or rectify issues related to the Services.
14.3 Nothing in this section affects the Customer's statutory rights under consumer protection laws where applicable.
15. Changes to Terms and Conditions
15.1 The Company may update or amend these Terms and Conditions from time to time. The current version will apply to any new Booking made after the date of publication of the updated Terms and Conditions.
15.2 Any significant change that affects existing Bookings will, where practicable, be communicated to the Customer. If the Customer does not agree with such changes, they may cancel the Booking subject to any applicable cancellation policy.
16. Governing Law and Jurisdiction
16.1 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.
16.2 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 the Services, whether of a contractual or non-contractual nature.
17. General Provisions
17.1 If any provision of these Terms and Conditions is held to be invalid, illegal, or unenforceable by a court of competent jurisdiction, such provision shall be deemed modified to the minimum extent necessary to make it valid, legal, and enforceable, and the remaining provisions shall continue in full force and effect.
17.2 No failure or delay by the Company in exercising any right or remedy under these Terms and Conditions shall constitute a waiver of that or any other right or remedy.
17.3 The Customer may not assign or transfer any of their rights or obligations under these Terms and Conditions without the prior written consent of the Company. The Company may assign or subcontract some or all of its rights and obligations where this does not reduce the level of service promised to the Customer.
17.4 These Terms and Conditions, together with any written confirmation of Booking and agreed service description, constitute the entire agreement between the Customer and the Company in relation to the Services and supersede any prior discussions or representations.
