Carpet Cleaners E5 Service Terms and Conditions
These Terms and Conditions set out the basis on which Carpet Cleaners E5 provides carpet, upholstery and related cleaning services. By making a booking, you agree to be bound by these Terms and Conditions, which form a contract between you and Carpet Cleaners E5 for the provision of services at the property you specify.
1. Definitions
In these Terms and Conditions, the following expressions have the meanings set out below.
Client means the individual, business, landlord, tenant or other party who requests and accepts a quotation or booking for services from Carpet Cleaners E5.
Company means Carpet Cleaners E5, the provider of cleaning services referred to in this document.
Services means carpet cleaning, rug cleaning, upholstery cleaning, stain treatment, end of tenancy carpet cleaning and any other related services agreed in writing between the Company and the Client.
Property means the premises where the Services are to be carried out, as specified by the Client at the time of booking.
Technician means any employee, contractor or representative appointed by the Company to carry out the Services.
2. Scope of Services
The Company will provide the Services with reasonable skill and care and in accordance with professional industry standards for domestic and commercial cleaning. The specific scope of the Services will be confirmed in the booking confirmation or written quotation, including any agreed additional treatments such as stain protection or deodorising.
The Client is responsible for ensuring that the description of the Property and the areas to be cleaned is accurate and complete. The Company reserves the right to adjust the price or decline to carry out parts of the work if the actual conditions at the Property differ significantly from those described at the time of booking.
3. Booking Process
Bookings can be requested by the Client by contacting the Company and providing details of the required Services, the Property address, access information and preferred date and time. All bookings are subject to availability and confirmation by the Company.
The Company may provide a quotation based on the information supplied by the Client. Quotations are given in good faith but may be revised if the information provided is incomplete or inaccurate, or if the condition of the carpets, rugs or upholstery differs substantially from what could reasonably be expected.
A booking is only deemed confirmed when the Company issues a booking confirmation. The Company may, at its discretion, request a deposit or preauthorisation as part of the booking process. The Client is responsible for checking that the booking confirmation accurately reflects the required Services, date, time and Property details.
The Client must ensure that an authorised adult is present at the Property at the start and end of the appointment, unless alternative arrangements have been agreed in advance with the Company.
4. Access to the Property
The Client must provide safe and timely access to the Property at the agreed appointment time. The Company reserves the right to charge a call out fee or apply a minimum charge if the Technician cannot access the Property or is delayed due to access issues beyond the Company’s control.
The Client is responsible for ensuring that parking arrangements are available and lawful for the Technician’s vehicle, including any permits or parking fees where applicable. Any parking charges or penalties incurred as a direct result of the Services will be added to the Client’s invoice.
The Client must ensure that the Property is reasonably prepared for the Services. This may include moving small and easily movable items, lifting personal belongings from the floor and securing fragile items. Heavy furniture or items fixed to the floor will not normally be moved by the Technician unless expressly agreed in advance and only where it is safe to do so.
5. Client Obligations and Preparation
The Client must inform the Company of any known issues that may affect the performance of the Services, including pre existing damage, loose fittings, worn carpets, pre treated areas, or any specific stains that have been previously treated with household or commercial products.
The Client must ensure that there is running water and electricity available at the Property for the duration of the appointment, unless alternative arrangements have been agreed. The Company reserves the right to treat any appointment that cannot be carried out due to lack of utilities as a late cancellation.
The Client must keep children and pets away from the working areas during the Services for health and safety reasons and to avoid interference with the cleaning process or equipment.
6. Pricing and Quotations
All prices are quoted in pounds sterling unless otherwise stated. Prices may be provided as fixed fees for the described work or as estimates based on the information available at the time of quotation.
The Company reserves the right to revise the price if the actual size, condition or accessibility of the carpets, rugs or upholstery differs significantly from the description given at the time of booking. Any change in price will be communicated to the Client before work proceeds beyond the minimum agreed Services.
Promotional offers, discounts or package prices are subject to specific terms and may be withdrawn or amended at any time. Only one discount or special offer can normally be applied to a booking unless otherwise agreed by the Company.
7. Payments and Invoicing
Unless otherwise agreed in writing, payment for the Services is due immediately upon completion of the appointment. The Company accepts the payment methods specified at the time of booking or in its most recent price schedule.
For certain bookings, including but not limited to larger commercial works or multi property assignments, the Company may require a deposit or part payment in advance. Where a deposit is requested, the booking will not be confirmed until the deposit is received.
Invoices are payable within the time period stated on the invoice. If no specific period is stated, payment is due on the date of issue. The Company reserves the right to charge interest and reasonable administration costs on overdue amounts in accordance with applicable law.
The Client is not entitled to make deductions or set offs from any invoice, unless such deductions have been expressly agreed in writing by the Company.
8. Cancellations and Rescheduling
The Client may cancel or reschedule an appointment by giving notice to the Company. To avoid a cancellation charge, the Client must normally provide at least 24 hours notice before the agreed appointment time, unless a different notice period is clearly stated at the time of booking.
If the Client cancels or reschedules within the minimum notice period or fails to provide access to the Property at the agreed time, the Company reserves the right to charge a cancellation fee up to a reasonable proportion of the quoted price, subject to applicable law.
The Company will use reasonable efforts to accommodate requests to reschedule appointments but cannot guarantee availability on specific dates or times. Where a deposit has been taken, the Company may, at its discretion, transfer the deposit to a rescheduled appointment if sufficient notice is given.
The Company reserves the right to cancel or reschedule an appointment due to circumstances beyond its reasonable control, including but not limited to severe weather, illness, vehicle breakdown or equipment failure. In such cases, the Company will offer the Client an alternative appointment. If no suitable alternative can be agreed, any deposit paid for the affected appointment will be refunded.
9. Service Limitations and Results
The Company will use appropriate cleaning methods and products to achieve the best possible results in the circumstances. However, the Company cannot guarantee the removal of all stains, odours or marks, particularly where these have been present for a long time, have been previously treated with unsuitable products, or have caused permanent damage to fibres or backing.
Some materials and dyes are not suitable for standard cleaning processes. The Company will, where reasonably possible, carry out tests before full treatment, but the Client accepts that certain fabrics, fibres or colours may react unpredictably. The Company will not be liable for permanent wear, discolouration, fading, shrinkage or pile distortion that arises from conditions that pre exist the Services or from inherent defects in the material.
The Client is advised that carpets and upholstery may remain damp for a period after cleaning. The Client must ensure adequate ventilation and avoid walking on, or placing furniture over, damp areas until fully dry. The Company is not responsible for damage arising from failure to follow aftercare advice.
10. Damage, Liability and Insurance
The Company will use reasonable care to avoid damaging the Property, fixtures, fittings and contents while carrying out the Services. The Client must notify the Company in writing of any alleged damage or issue as soon as reasonably practicable, and in any event within a reasonable time after completion of the appointment.
The Company’s liability for damage, loss or expense arising from the Services, whether in contract, tort or otherwise, is limited to the amount paid or payable by the Client for the specific appointment during which the event giving rise to the claim occurred, except where such limitation is not permitted by law.
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 liability that cannot be excluded or restricted under applicable law.
The Company is not liable for indirect or consequential losses, loss of profit, loss of business, loss of rent or any similar economic loss arising out of or in connection with the Services.
The Company maintains appropriate insurance cover as required for the nature of its business. Details of insurance can be provided on request.
11. Waste Handling and Environmental Compliance
The Company will handle, store and dispose of waste products generated during the provision of the Services in accordance with relevant environmental and waste management regulations. This includes the responsible use and disposal of cleaning solutions, wastewater and any solid waste removed in the course of the work.
Where the Services involve the removal of significant quantities of waste or contaminated materials that fall outside the normal scope of carpet and upholstery cleaning, the Company may charge additional fees for disposal. Such fees will be explained to the Client in advance where reasonably possible.
The Client agrees not to request or require the Technician to dispose of waste, liquids or substances in a way that would breach environmental legislation or local waste regulations. The Client is responsible for informing the Company of any known contamination risks at the Property that could affect the safe handling and disposal of waste.
12. Health and Safety
The Company will operate in accordance with applicable health and safety laws and will take reasonable steps to safeguard its Technicians, the Client and any other occupants of the Property. The Client must cooperate with the Company in maintaining a safe working environment.
The Company may decline to provide or continue the Services if, in the reasonable opinion of the Technician, conditions at the Property present a risk to health, safety or security. In such circumstances, the Company may treat the appointment as a late cancellation.
13. Complaints and Dispute Resolution
If the Client is dissatisfied with any aspect of the Services, the Client should contact the Company as soon as possible, giving clear details of the issue and, where relevant, photographs or other supporting information. The Company will investigate the complaint and may arrange an inspection or offer to re attend to address specific concerns where appropriate and reasonable.
Any request for rectification work must normally be made within a reasonable period after completion of the appointment. The Company’s obligation to rectify is limited to the work performed and does not extend to issues outside the scope of the original Services.
The Company will aim to resolve complaints promptly and fairly. If a dispute cannot be resolved directly, the parties may consider using mediation or other alternative dispute resolution methods where both parties agree.
14. Data Protection and Privacy
The Company will collect and process personal data of Clients for the purposes of providing the Services, managing bookings, handling payments and fulfilling legal and regulatory obligations. Personal data will be handled in accordance with applicable data protection laws.
The Company will take reasonable steps to protect Client information from unauthorised access, disclosure or misuse. Client details will not be sold to third parties. Data may be shared with trusted partners or service providers where necessary for the performance of the Services or for administration, subject to appropriate safeguards.
15. Amendments to Terms and Conditions
The Company may update or amend these Terms and Conditions from time to time to reflect changes in law, industry practice or business operations. The version in force at the time of the Client’s booking will normally apply to that booking unless otherwise agreed in writing.
The latest version of these Terms and Conditions will be made available by the Company on request. Continued use of the Services following any changes will constitute acceptance of the updated terms.
16. Governing Law and Jurisdiction
These Terms and Conditions, and any contract between the Client and the Company for the supply of Services, are governed by and interpreted in accordance with the laws of England and Wales.
The parties agree that the courts of England and Wales will have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with these Terms and Conditions or their subject matter.
17. General Provisions
If any provision of these Terms and Conditions is held by a court or competent authority to be invalid, unlawful or unenforceable, that provision will be severed from the remaining provisions, which will continue in full force and effect.
No failure or delay by the Company in exercising any right or remedy under these Terms and Conditions will constitute a waiver of that or any other right or remedy.
The Client may not assign or transfer any rights or obligations under these Terms and Conditions without the prior written consent of the Company. The Company may assign or subcontract its rights and obligations where necessary for the provision of the Services.
These Terms and Conditions constitute the entire agreement between the Client and the Company in relation to the Services and supersede any prior agreements, understandings or representations, whether written or oral, relating to the subject matter.
