Carpet Cleaners N1 Terms and Conditions of Service
These Terms and Conditions set out the basis on which Carpet Cleaners N1 provides carpet and related cleaning services to residential and commercial customers. By making a booking, you agree that you have read, understood, and accepted these Terms and Conditions and that they form a binding agreement between you and Carpet Cleaners N1.
If you do not accept these Terms and Conditions, you should not make a booking or allow our operatives to start any work. Carpet Cleaners N1 reserves the right to update or amend these Terms and Conditions from time to time. The version in force at the time of your booking will apply to your service.
1. Definitions
In these Terms and Conditions, the following definitions apply:
1.1 "Company" means Carpet Cleaners N1.
1.2 "Customer" means the person, firm, or organisation booking the services.
1.3 "Premises" means the property or location where the services are to be carried out.
1.4 "Services" means carpet cleaning and any additional cleaning or related services provided by the Company, including but not limited to upholstery cleaning, rug cleaning, stain treatment and similar tasks agreed at the time of booking.
1.5 "Operative" means an employee, contractor, or representative appointed by the Company to carry out the Services.
2. Scope of Services
2.1 The Company will provide the Services with reasonable skill and care, using appropriate cleaning methods and products suited to the item and material being treated, based on the information provided by the Customer.
2.2 The scope of the Services will be agreed at the time of booking. Any extra tasks requested on site may be carried out at the discretion of the Operative and may incur additional charges.
2.3 The Company does not guarantee the removal of all stains or marks. Some staining may be permanent or may not respond to cleaning, and the Customer acknowledges that stain removal results cannot be guaranteed.
2.4 The Company will not move heavy furniture or items that cannot be safely handled by one or two persons using reasonable care. The Customer is responsible for clearing the area to be cleaned and for moving fragile, delicate, or valuable items before the Service begins.
3. Booking Process
3.1 Bookings can be made by the Customer through the Company’s accepted communication channels as specified by the Company from time to time.
3.2 When making a booking, the Customer must provide accurate information about the Premises, including access details, parking arrangements, the approximate size and number of rooms or items to be cleaned, and any known issues such as severe soiling, pet contamination, or damage.
3.3 The Company will provide an estimated price based on the information supplied by the Customer. This estimate is not final and may be adjusted if the actual condition of the items or area to be cleaned differs from the description provided.
3.4 A booking is not confirmed until the Company has acknowledged the booking and, where required, a deposit has been received. The Company reserves the right to refuse any booking at its discretion.
3.5 The Customer must ensure that an adult is present at the Premises at the start of the appointment to provide access, confirm the work to be carried out, and approve any variations to the scope of Services.
4. Pricing and Payments
4.1 The Company’s prices may be quoted as fixed fees for defined tasks, or on a per-room, per-item, or per-hour basis. All pricing details will be confirmed with the Customer before the Service is carried out.
4.2 Additional charges may apply for severely soiled carpets, heavy staining, odour treatment, additional rooms or items, late access, or waiting time caused by the Customer, and any other services not included in the original quotation.
4.3 Unless expressly stated otherwise, all prices are stated exclusive of any applicable taxes or charges that may be imposed under relevant law. If such taxes apply, they will be added to the final invoice in accordance with applicable regulations.
4.4 The Company may require a deposit or full prepayment to secure the booking. Any required deposit amount will be communicated to the Customer at the time of booking.
4.5 Payment methods accepted by the Company will be communicated to the Customer. The Customer agrees to pay all sums due in accordance with the agreed payment method and timescale.
4.6 Unless otherwise agreed in writing, payment is due immediately upon completion of the Service. For commercial or account Customers, separate payment terms may be agreed, and if so, will be confirmed in writing.
4.7 In the event of late payment, the Company reserves the right to charge interest on the overdue amount and to recover all reasonable costs incurred in the collection of outstanding sums.
5. Cancellations, Rescheduling, and Access
5.1 The Customer may cancel or reschedule a booking by giving the Company sufficient notice in accordance with this clause.
5.2 If the Customer cancels or reschedules a booking more than 48 hours before the scheduled start time, any deposit paid may be refunded or applied to a new booking at the Company’s discretion.
5.3 If the Customer cancels or reschedules a booking within 48 hours of the scheduled start time, the Company may charge a cancellation fee which may be up to the full value of the booking, including any deposit paid.
5.4 If the Customer fails to provide access to the Premises at the agreed time, or if the Operatives are unable to commence work due to the Premises being inaccessible or unsafe, this will be treated as a late cancellation and may incur a cancellation charge up to the full value of the booking.
5.5 The Company may cancel or reschedule a booking due to circumstances beyond its reasonable control, including but not limited to illness, equipment failure, severe weather, transport disruption, or safety concerns at the Premises. In such cases, the Company will offer an alternative appointment time. The Company will not be liable for any loss arising from such cancellation or rescheduling.
6. Customer Obligations
6.1 The Customer is responsible for providing safe and reasonable access to the Premises, including suitable parking arrangements where required. Any parking charges incurred by the Operatives to carry out the Services may be added to the final invoice.
6.2 The Customer must ensure that the Premises are safe and comply with all relevant health and safety regulations. The Company reserves the right to refuse or cease work if the Operative considers the environment to be unsafe.
6.3 The Customer must remove all small, fragile, breakable, or valuable items from the areas to be cleaned and must secure pets and children away from the work area for the duration of the Service.
6.4 The Customer must inform the Company of any pre-existing damage, wear, defects, or particular sensitivities of the carpets, rugs, upholstery, or other items to be cleaned, as well as any known issues such as colour instability, previous damage from cleaning, or loose fittings.
6.5 The Customer must provide, if required, access to electricity, water, and suitable lighting at the Premises. Failure to provide these may prevent the Services from being carried out and may result in a cancellation fee.
7. Liability and Limitations
7.1 The Company will exercise reasonable care and skill when providing the Services. However, the Customer acknowledges that there are inherent risks associated with cleaning, particularly where items are old, worn, sun-faded, or previously damaged.
7.2 The Company shall not be liable for:
(a) Any pre-existing damage or defects, including but not limited to shading, wear, fading, loose seams, shrinkage, or weakened fibres.
(b) Any damage arising from inaccurate or incomplete information provided by the Customer about the material, construction, or previous treatments of the item being cleaned.
(c) Any indirect, consequential, or purely economic loss, including but not limited to loss of profit, loss of use, or loss of opportunity.
7.3 The Company’s total liability for any loss or damage arising from the provision of the Services shall, to the maximum extent permitted by law, be limited to the lesser of the cost of re-cleaning the affected area or item and the amount of the fee paid for the Service in question.
7.4 Nothing in these Terms and Conditions excludes or limits the Company’s liability for death or personal injury caused by its negligence, for fraud or fraudulent misrepresentation, or for any other liability that cannot be lawfully excluded.
7.5 The Customer must notify the Company in writing of any complaint or claim relating to the Services within 48 hours of the Service being carried out. The Customer must allow the Company a reasonable opportunity to inspect and, if appropriate, rectify any issue before the Customer arranges any third party to undertake further work on the same area.
8. Damage to Property and Personal Items
8.1 The Customer is responsible for securing or removing personal property and valuables before the Service commences. The Company will not be liable for any loss of cash, jewellery, or other valuables unless such loss is directly caused by the negligence or deliberate act of the Operative.
8.2 The Company will take reasonable measures to protect furniture, fixtures, and fittings during the Service. If accidental damage occurs that is directly caused by the Company, the Company may, at its discretion, repair the damage, arrange for a third party to carry out the repair, or offer a fair compensation payment subject to the limitations set out in these Terms and Conditions.
9. Waste Handling and Environmental Regulations
9.1 The Company will handle, use, and dispose of cleaning solutions and associated waste in accordance with applicable environmental and waste regulations.
9.2 The Company will not remove from the Premises any general household waste, bulky waste, hazardous waste, or any items that require specialised disposal or a specific waste licence.
9.3 If, as part of the Service, any waste materials such as used cleaning solutions or extraction residues are generated, the Company will manage these in line with its environmental procedures, which may include safe discharge via appropriate drainage where permitted by law.
9.4 The Customer must not request or require the Operatives to dispose of any waste in a manner that is unlawful or contrary to local authority regulations. The Company reserves the right to refuse any such request.
10. Health, Safety, and Conduct
10.1 The Company is committed to operating in accordance with relevant health and safety requirements. Operatives are instructed to follow appropriate safety procedures, including the use of personal protective equipment where necessary.
10.2 The Customer agrees not to request the Operatives to undertake any work or use any products in a way that is unsafe, unlawful, or outside the scope of the agreed Services.
10.3 The Company expects all Customers and anyone present at the Premises during the Service to treat Operatives with respect and not to behave in a threatening, abusive, or inappropriate manner. The Company reserves the right to withdraw its Operatives and terminate the Service immediately in such circumstances, and the full fee may remain payable.
11. Guarantees and Service Issues
11.1 While the Company aims to achieve high quality results, no guarantee is given that any particular stain, odour, or mark will be completely removed.
11.2 If the Customer is dissatisfied with any aspect of the Service, the Customer must notify the Company within 48 hours of completion. Where the complaint is justified, the Company may, at its discretion, re-clean the affected area without additional charge.
11.3 Any guarantee or re-clean offer is subject to the Customer complying with post-cleaning instructions, such as allowing adequate drying time and avoiding walking on or using the cleaned areas until they are fully dry where reasonably possible.
12. Force Majeure
12.1 The Company shall not be liable for any delay or failure in performing its obligations where such delay or failure results from events or circumstances beyond its reasonable control, including but not limited to acts of nature, extreme weather, fire, flood, pandemic, strikes, transport disruption, or failure of utilities.
13. Privacy and Data
13.1 The Company will collect and use personal information from the Customer only to the extent necessary to manage the booking, provide the Services, and handle payments and enquiries.
13.2 The Company will take reasonable steps to keep personal data secure and will not sell personal information to third parties. Personal data may, however, be shared with trusted service providers where required to deliver the Services or comply with legal obligations.
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 shall be governed by and construed in accordance with the laws of England and Wales.
14.2 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 their subject matter.
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, unlawful, or unenforceable, that provision shall be deemed deleted and the remaining provisions shall continue in full force and effect.
15.2 No failure or delay by the Company in exercising any right or remedy under these Terms and Conditions shall operate as a waiver of that right or remedy.
15.3 These Terms and Conditions constitute the entire agreement between the Customer and the Company in relation to the Services and supersede any prior understandings or agreements, whether written or oral, relating to the same subject matter.
15.4 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 transfer its rights and obligations to another suitable provider as part of its business operations, provided that this does not reduce the level of service to the Customer.
