Ealing Carpet Cleaners Service Terms and Conditions
These Terms and Conditions set out the basis on which Ealing Carpet Cleaners provides carpet, upholstery and related cleaning services. By making a booking, confirming a quotation, or allowing work to commence, you agree to be bound by these Terms and Conditions. They apply to all domestic and commercial customers unless otherwise agreed in writing.
1. Definitions
In these Terms and Conditions, the following definitions apply:
1.1 Company means Ealing Carpet Cleaners, the cleaning service provider.
1.2 Customer means the individual, business or organisation requesting or receiving services from the Company.
1.3 Services means carpet, rug, upholstery, mattress and related cleaning services and any other work agreed in writing between the Company and the Customer.
1.4 Premises means the property or location where the Services are to be carried out.
1.5 Technician means any employee, contractor or representative engaged by the Company to carry out the Services.
2. Scope of Services
2.1 The Company provides professional cleaning services for carpets, rugs, upholstery and related soft furnishings within its service area, including Ealing and nearby locations.
2.2 The exact scope of the Services for a particular booking will be as described in the quotation or booking confirmation, including the areas and items to be cleaned and any specific treatments requested and agreed.
2.3 The Company reserves the right to refuse to provide Services where the Premises or items to be cleaned present a health and safety risk, are excessively soiled beyond any reasonable cleaning expectation, or where access is unsafe or unreasonable.
2.4 The Company does not undertake structural repairs, re-stretching of carpets, or any work requiring specialist trade qualifications unless expressly agreed and confirmed as part of the Services.
3. Booking Process
3.1 Bookings may be made by customers through the Companys accepted enquiry or booking channels. By requesting a booking, the Customer confirms that they have the authority to do so and to accept these Terms and Conditions.
3.2 All bookings are subject to availability and acceptance by the Company. A booking is only confirmed when the Customer receives a booking confirmation from the Company, which may be given verbally or in writing.
3.3 The Customer is responsible for providing accurate information during the booking process, including the type of property, approximate room sizes, number and condition of items to be cleaned, access details, parking arrangements and any known issues such as severe staining, pet odours or water damage.
3.4 Prices are based on the information supplied at the time of booking. If the information is incomplete or inaccurate, the Company reserves the right to amend the quotation, adjust the price on arrival, or decline to carry out some or all of the Services.
3.5 The Company may request photographs or additional details to provide an accurate quotation, particularly for specialist cleaning services or larger commercial premises.
4. Access and Parking
4.1 The Customer must ensure that the Company and its Technicians have safe and reasonable access to the Premises at the agreed date and time.
4.2 The Customer is responsible for arranging suitable parking for the Companys vehicle as close as reasonably possible to the Premises, and for covering any associated parking costs or permits unless otherwise agreed.
4.3 If access or parking is not provided and this prevents or significantly delays the provision of the Services, the Company may apply a call-out or cancellation charge in accordance with section 7.
5. Customer Responsibilities Before and During the Service
5.1 The Customer must remove, or arrange for the removal of, small furniture, fragile items, valuables and personal belongings from the areas to be cleaned before the Technicians arrival. Where the Customer requests assistance with moving light furniture, this is at the Companys discretion and at the Customers risk.
5.2 The Customer should ensure pets and children are kept away from the work area and equipment for the duration of the visit and until carpets and upholstery are fully dry.
5.3 The Customer must inform the Technician of any known defects, damage, previous cleaning treatments, or particular sensitivities of fabrics, dyes or materials before work begins.
5.4 Water and electricity must be available at the Premises throughout the appointment unless the Company has confirmed alternative arrangements in advance.
6. Pricing and Payments
6.1 All prices are quoted in pounds sterling and, unless stated otherwise, are inclusive of any applicable taxes.
6.2 The price for the Services will be stated in the quotation or booking confirmation, based on the information provided by the Customer. Additional charges may apply for heavily soiled areas, specialist treatments or additional work requested on the day.
6.3 The Company may require a deposit or prepayment to secure a booking, particularly for larger jobs, commercial contracts or peak-time appointments. Any such requirement will be communicated at the time of booking.
6.4 Unless otherwise agreed in writing, payment is due on completion of the Services on the same day. Accepted payment methods will be confirmed by the Company during the booking process or at the Premises.
6.5 For commercial customers with agreed account terms, invoices are payable within the payment period specified on the invoice. The Company reserves the right to charge interest and reasonable recovery costs on overdue amounts in accordance with applicable law.
6.6 The Customer is not entitled to withhold payment or make deductions by way of set-off, counterclaim or dispute unless agreed in writing by the Company.
7. Cancellations, Rescheduling and Late Access
7.1 The Customer may cancel or reschedule a booking by giving reasonable notice to the Company. The minimum notice period for standard domestic appointments is 24 hours before the scheduled start time, unless otherwise agreed.
7.2 If the Customer cancels or reschedules with less than the required notice, the Company reserves the right to apply a cancellation fee, which may be up to 50 percent of the quoted service price, to cover allocated time and costs.
7.3 Where the Customer fails to provide access to the Premises at the agreed time, or is more than 30 minutes late without prior notification, this may be treated as a late cancellation and subject to a call-out or cancellation fee.
7.4 The Company may cancel or reschedule a booking due to unforeseen circumstances such as staff illness, vehicle breakdown, severe weather, safety concerns or other events beyond its reasonable control. In such cases, the Company will attempt to offer an alternative appointment as soon as reasonably possible. The Company is not liable for any indirect losses resulting from such cancellations.
8. Service Standards and Limitations
8.1 The Company aims to carry out the Services with reasonable care and skill and in accordance with industry practices for professional carpet and upholstery cleaning.
8.2 While the Company will endeavour to achieve the best possible results, it does not guarantee that all stains, marks, odours or wear will be completely removed. The outcome of cleaning can depend on the age, type and condition of the fibres, the nature of the stain, previous treatments and other factors beyond the Companys control.
8.3 The Customer acknowledges that some stains may be permanent and that attempts to remove them can, in rare cases, cause damage or discolouration. The Technician will use professional judgment to determine appropriate methods, but results cannot be guaranteed.
8.4 Drying times for carpets and upholstery depend on ventilation, temperature, humidity and fabric type. The Company may provide indicative drying times, but these are estimates only and not guaranteed.
9. Liability and Insurance
9.1 The Company carries appropriate liability insurance for the Services it provides. Details of insurance cover can be provided upon reasonable request.
9.2 The Company will be liable for direct loss or damage to the Customers property only where such loss or damage is caused by the negligence of the Company or its Technicians and where the Customer reports the issue within a reasonable period, normally within 48 hours of completion of the Services.
9.3 The Company will not be liable for:
a Any pre-existing damage, wear, fading, shrinkage, looseness of seams, dye instability or defects, whether apparent or latent.
b Any damage resulting from failure by the Customer to disclose relevant information about the nature or condition of the items or Premises.
c Any indirect, special or consequential losses, including loss of profit, loss of use, loss of opportunity, or accommodation costs.
d Any damage to items left on floors or surfaces that should reasonably have been removed before cleaning.
9.4 Where the Company is found liable, its total liability will be limited to the lesser of the cost of rectifying the damage or the total price paid for the Services in question, except where such limitation is not permitted by law.
9.5 Nothing in these Terms and Conditions limits or excludes liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot be limited or excluded under applicable law.
10. Complaints and Service Issues
10.1 If the Customer is dissatisfied with any aspect of the Services, they should notify the Company as soon as possible, and in any event within 48 hours of completion.
10.2 The Company will investigate complaints and, where appropriate, may arrange for a Technician to re-attend the Premises to inspect the work and, if reasonable, attempt to rectify the issue.
10.3 The availability of a re-clean or rectification is at the Companys discretion and may be declined where the complaint is unfounded, outside the Companys control, or where the Customer has failed to follow aftercare guidance.
11. Waste Handling and Environmental Regulations
11.1 The Company will handle and dispose of any waste generated in connection with the Services in accordance with applicable waste and environmental regulations.
11.2 The Company will not remove large quantities of household waste, builder waste, hazardous materials, clinical waste or any waste outside the normal scope of carpet and upholstery cleaning operations.
11.3 Where cleaning generates liquid or solid residues, such as dirty water or extracted debris, these will be managed in a way that is consistent with relevant waste disposal requirements. The Customer agrees to allow reasonable use of drains or facilities for the disposal of non-hazardous residues, subject to local regulations.
11.4 The Customer is responsible for complying with any specific building or property rules relating to waste disposal, and for informing the Company of any restrictions that may affect the handling of waste on site.
12. Health and Safety
12.1 The Company will conduct the Services in a manner that aims to protect the health and safety of Technicians, Customers and occupants of the Premises.
12.2 The Customer must inform the Company of any known hazards at the Premises, including but not limited to loose floor coverings, exposed wiring, defective stairs, or the presence of any substances that could pose a risk.
12.3 Technicians may refuse to work in any area they consider unsafe or unsuitable and may suspend the Services until the issue is resolved.
13. Data Protection and Privacy
13.1 The Company will collect and use personal data from Customers only to the extent necessary to manage bookings, provide Services, process payments and handle enquiries.
13.2 The Company will take reasonable steps to protect personal data against unauthorised access, misuse or loss and will not sell personal data to third parties.
13.3 By making a booking, the Customer consents to the use of their personal information for communication regarding the Services and for legitimate business purposes, in line with applicable data protection laws.
14. Amendments to Terms and Conditions
14.1 The Company may update or amend these Terms and Conditions from time to time to reflect changes in law, industry practice or business operations.
14.2 The version of the Terms and Conditions in force at the time of the Customers booking will apply to that booking. Updated versions will apply to future bookings made after the date of the change.
15. Governing Law and Jurisdiction
15.1 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.
15.2 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 their subject matter.
16. General Provisions
16.1 If any provision of these Terms and Conditions is held to be invalid, illegal or unenforceable, the remaining provisions shall continue in full force and effect.
16.2 No failure or delay by the Company in enforcing any right or remedy under these Terms and Conditions shall be deemed a waiver of such right or remedy.
16.3 These Terms and Conditions constitute the entire agreement between the Company and the Customer in relation to the provision of the Services, and supersede any prior discussions, correspondence or representations.