Terms and Conditions for Carpet Cleaners Richmond upon Thames

These Terms and Conditions govern the provision of carpet, upholstery and related cleaning services by Carpet Cleaners Richmond upon Thames to residential and commercial customers within its service area. 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:

1.1 Company refers to Carpet Cleaners Richmond upon Thames, the provider of the services.

1.2 Client refers to any individual, business, or organisation that books or receives services from the Company.

1.3 Services refers to carpet cleaning, rug cleaning, upholstery cleaning, stain treatment, and any other related cleaning services provided by the Company as agreed with the Client.

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

1.5 Agreement refers to the contract formed between the Company and the Client upon confirmation of a booking, incorporating these Terms and Conditions.

2. Scope of Services

2.1 The Company will provide the Services as described at the time of booking or as set out in any written confirmation issued by the Company.

2.2 The Company reserves the right to modify, refuse, or discontinue any part of the Services if it reasonably considers that the requested work is unsafe, unlawful, unsuitable for professional cleaning, or beyond the scope reasonably contemplated by the original booking.

2.3 All Services are provided solely for cleaning and appearance-improvement purposes. While the Company will use reasonable skill and care to achieve satisfactory results, it does not guarantee the removal of all stains, odours, or marks, particularly where they are permanent or have set into the fibres.

3. Booking Process

3.1 Bookings may be made by the Client through the Company’s accepted booking channels as advertised from time to time.

3.2 The Client must provide accurate and complete information about the Premises and the required Services at the time of booking, including but not limited to the number and size of rooms, type of flooring or furnishings, known stains, and any access limitations.

3.3 The Company will provide an estimated price for the Services based on the information supplied by the Client. This estimate is not binding if the information provided by the Client is incomplete or inaccurate, or if the actual condition of the Premises differs significantly from what was described.

3.4 A booking is deemed confirmed, and an Agreement formed, only when the Company has communicated its acceptance of the booking to the Client. The Company may require confirmation of the booking in writing or the payment of a booking fee or deposit as a condition of acceptance.

3.5 The Client must ensure that an adult over the age of 18 is present at the Premises at the agreed start time of the Services, unless otherwise agreed in advance.

4. Pricing and Payments

4.1 Unless otherwise stated, all prices are quoted in pounds sterling and are inclusive of any applicable taxes that the Company is required to charge under UK law.

4.2 The Company reserves the right to adjust prices if, upon arrival, the scope of work is materially different from the information provided by the Client. In such cases, the Company will inform the Client of any revised price before commencing or continuing with the Services.

4.3 The Client agrees to pay the full amount due for the Services as set out in the booking confirmation or any subsequent revised quote accepted by the Client.

4.4 Payment terms will be communicated at the time of booking. Unless otherwise agreed in writing, payment is due on completion of the Services on the day of the visit.

4.5 The Company may, at its discretion, require a deposit or advance payment prior to the provision of Services. Any such amount and its conditions will be advised at the time of booking.

4.6 The Company accepts the payment methods indicated during the booking process. The Client is responsible for ensuring that sufficient funds or credit are available for payment on the due date.

4.7 If payment is not received when due, the Company reserves the right to charge reasonable administrative costs and, where applicable, interest on overdue amounts in line with UK legislation governing late payments.

5. Cancellations and Amendments

5.1 The Client may cancel or amend a booking by giving notice to the Company through the same or another agreed communication channel.

5.2 Unless otherwise specified at the time of booking, the Client may cancel or reschedule the Services without charge by giving at least 24 hours’ notice prior to the agreed start time.

5.3 If the Client cancels or reschedules with less than 24 hours’ notice, or fails to provide access to the Premises at the agreed time, the Company reserves the right to charge a late cancellation fee. This fee may be up to a reasonable percentage of the quoted price or a fixed call-out charge, as notified to the Client.

5.4 The Company may cancel or reschedule the Services in the event of circumstances beyond its reasonable control, including but not limited to severe weather, illness, equipment failure, transport disruption, or emergencies. In such cases, the Company will notify the Client as soon as reasonably practicable and will offer an alternative appointment. The Company will not be liable for any losses arising from such cancellation or rescheduling.

5.5 If the Company is unable to perform the Services due to the Client’s failure to provide correct address details, access instructions, parking arrangements, or other necessary information, this may be treated as a late cancellation by the Client, and the Company may apply the relevant fee.

6. Client Responsibilities

6.1 The Client must provide safe and reasonable access to the Premises, including any necessary parking arrangements for the Company’s vehicles and equipment, in accordance with local regulations.

6.2 The Client is responsible for securing, removing, or safely storing fragile, valuable, or sentimental items before the Services commence. The Company accepts no liability for damage to items that were not removed and that are not reasonably foreseeable as at risk in the course of normal cleaning.

6.3 The Client must ensure that the Premises are in a safe condition for the Company’s personnel, free from hazards such as exposed electrical wiring, dangerous pets, infestations, or biohazards. The Company may refuse to carry out the Services if it reasonably believes there is a risk to health, safety, or security.

6.4 The Client must inform the Company of any known issues that may affect cleaning, including pre-existing damage, loose fittings, unstable furniture, shrinkage-prone fibres, or previous use of incompatible cleaning agents.

6.5 The Client agrees not to step on or place items on cleaned carpets, rugs, or upholstery until they are sufficiently dry, as advised by the Company’s operatives, to avoid re-soiling, staining, or damage.

7. Service Standards and Limitations

7.1 The Company will provide the Services with reasonable skill and care, using competent personnel and appropriate cleaning methods and products for the type of material being cleaned.

7.2 While the Company will endeavour to identify and select suitable treatment for stains and marks, it cannot guarantee complete removal. Results may vary depending on the age, type, and cause of the stain, the material involved, and any prior attempts at cleaning by the Client or third parties.

7.3 The Client acknowledges that some materials are inherently prone to wear, discolouration, fading, or shrinkage, and that cleaning may reveal pre-existing damage or defects that were not visible beforehand. The Company is not responsible for such pre-existing conditions.

7.4 The Company may take photographs of the areas to be cleaned before and after the Services, solely for the purpose of documenting the condition of the Premises and any work carried out. Any such images will be handled in line with applicable privacy and data protection laws.

8. Damage, Liability and Complaints

8.1 The Company maintains appropriate insurance cover for its business activities as required by UK law and industry practice.

8.2 If the Client believes that the Company has caused damage to the Premises or any items within it, the Client must notify the Company as soon as reasonably practicable, and in any event within 48 hours of completion of the Services. The Client must provide details and, where possible, evidence of the alleged damage.

8.3 The Company’s liability for any loss or damage arising from the provision of the Services shall be limited to the cost of repair or replacement of the damaged item, taking into account its age, condition, and fair wear and tear, or to the total amount paid by the Client for the relevant Services, whichever is lower, except where such limitation is not permitted by law.

8.4 The Company will not be liable for any indirect, consequential, or economic loss, including loss of profit, loss of business, or loss of opportunity, arising from or in connection with the Services, except where such exclusion is not permitted by law.

8.5 The Company does not exclude or limit its liability for death or personal injury caused by its negligence, for fraud or fraudulent misrepresentation, or for any other matter in respect of which liability cannot lawfully be excluded or limited.

8.6 If the Client is dissatisfied with any aspect of the Services, the Client must raise a complaint with the Company as soon as reasonably possible, providing full details. The Company will investigate and, where appropriate, offer a remedy such as a re-clean of the affected area or another reasonable solution, subject to the limitations set out in these Terms and Conditions.

9. Waste Handling and Environmental Compliance

9.1 The Company will handle cleaning solutions, residues, and waste water in accordance with applicable UK environmental and waste management regulations.

9.2 The Company will not remove from the Premises any bulk waste, furniture, floor coverings, or other items unless expressly agreed with the Client as part of the Services. Any additional waste removal may be subject to separate charges.

9.3 The Client must not request the Company to dispose of hazardous or regulated waste in a manner that contravenes UK laws or local authority requirements. The Company reserves the right to refuse to handle or remove any materials it reasonably believes to be hazardous or improperly classified.

9.4 Where appropriate, the Company will use cleaning products and methods that are consistent with good environmental practice and manufacturer recommendations for particular materials, without guaranteeing that products will be allergen free or suitable for all sensitive individuals. The Client should inform the Company in advance of any known allergies or sensitivities.

10. Access, Parking and Local Regulations

10.1 The Client is responsible for providing suitable access to the Premises, including arranging any necessary permissions for entry through shared areas or controlled buildings.

10.2 The Client must inform the Company in advance of any parking restrictions near the Premises. If paid parking is required to carry out the Services, the Client may be responsible for reimbursing the reasonable parking costs incurred by the Company, as advised at the time of booking or before the commencement of the Services.

10.3 The Company will comply with relevant UK and local authority regulations applicable to its operations within its service area. The Client must not request the Company to act in any way that would breach such regulations.

11. Force Majeure

11.1 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, circumstances, or causes beyond its reasonable control. These may include, but are not limited to, extreme weather, natural disasters, accidents, acts of terrorism, strikes, transport disruption, or utility failures.

11.2 In the event of such circumstances, the Company will inform the Client as soon as reasonably practicable and will, where possible, arrange a new date for the provision of the Services.

12. Data Protection and Privacy

12.1 The Company will collect and process personal data relating to the Client only to the extent necessary to manage bookings, provide the Services, handle payments, and deal with enquiries or complaints.

12.2 The Company will handle personal data in accordance with applicable UK data protection legislation. The Client’s details will not be sold to third parties. Information may be shared with third parties only where required for service delivery, legal compliance, or enforcement of these Terms and Conditions.

13. Amendments to Terms and Conditions

13.1 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.

13.2 Any such changes will not affect existing confirmed bookings, unless required by law. The version in force at the time of the Client’s booking will apply to that booking.

14. Governing Law and Jurisdiction

14.1 These Terms and Conditions, and any dispute or claim arising out of or in connection with them or their subject matter or formation, whether contractual or non-contractual, shall be governed by and construed in accordance with the laws of England and Wales.

14.2 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 the Services provided by the Company.

15. General Provisions

15.1 If any provision of these Terms and Conditions is found by a court or other competent authority to be invalid, illegal, or unenforceable, that provision shall be deemed modified to the minimum extent necessary to make it valid, legal, and enforceable. If such modification is not possible, the relevant provision shall be deemed deleted. Any such modification or deletion shall not affect the validity and enforceability of the remaining provisions.

15.2 No failure or delay by the Company in exercising any right or remedy provided under these Terms and Conditions or by law shall constitute a waiver of that or any other right or remedy, nor shall it prevent or restrict its further exercise.

15.3 The Client 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 transfer its rights and obligations to another entity as part of a business transfer or reorganisation, provided that such assignment does not materially affect the Client’s rights.

15.4 These Terms and Conditions constitute the entire agreement between the Company and the Client in relation to the Services and supersede any prior discussions, correspondence, or understandings.