Carpet Cleaners E14 Terms and Conditions of Service
These Terms and Conditions set out the basis on which Carpet Cleaners E14 provides carpet, rug, upholstery and related cleaning services to residential and commercial customers. By making a booking or allowing our operatives to access your premises, you agree to be bound by these Terms and Conditions.
1. Definitions
In these Terms and Conditions, the following expressions have the meanings set out below.
Client means any individual, company or organisation that books or receives services from Carpet Cleaners E14.
Company means Carpet Cleaners E14, the provider of cleaning services.
Services means carpet, rug, upholstery, mattress and soft furnishing cleaning, stain treatment and any additional services agreed between the Company and the Client.
Premises means the property or location where the Services are carried out.
Agreement means the contract between the Company and the Client comprising these Terms and Conditions and the details confirmed in the booking.
2. Scope of Services
The Company will provide the Services as described during booking or quotation and as confirmed in writing where applicable. The Services may include but are not limited to hot water extraction, dry carpet cleaning, spot and stain treatment, deodorising, and upholstery cleaning.
The Company reserves the right to refuse or discontinue any Service where providing it would pose a risk to the health and safety of operatives, the Client, third parties, or where the condition of the Premises or items to be cleaned makes the Service inappropriate or unsafe.
3. Booking Process
Bookings may be requested by the Client via the Company's accepted communication channels. A booking is not confirmed until the Company has acknowledged it and provided a booking confirmation with date, approximate time window, and estimated price.
The Client must provide accurate information regarding the type of property, number and size of rooms or items to be cleaned, level of soiling, access details, parking arrangements, and any known risks or restrictions at the Premises.
The Company reserves the right to amend the quoted price if the information provided by the Client is incomplete or inaccurate, or if the actual condition or size of the areas or items differs materially from the description.
Time of arrival on the day of the Service is given as an approximate time window. While the Company will make reasonable efforts to attend at the agreed time, delays may occur due to traffic, weather, previous jobs or other circumstances beyond the Company's control.
4. Access and Parking
The Client must ensure that the Premises are accessible at the agreed time and that there is adequate space for the operatives to carry out the Services. The Client is responsible for arranging and covering the cost of any parking permits or fees necessary for the Company's vehicle.
If suitable parking is not available, or if the operatives are unable to gain access to the Premises, the Company may treat the booking as a late cancellation and apply the relevant charges as set out in the cancellation section.
5. Client Obligations
The Client agrees to:
Ensure that the Premises are safe and comply with applicable health and safety requirements.
Remove small items, personal belongings, fragile objects and valuables from the areas to be cleaned before the Service commences.
Inform the Company of any pre-existing stains, damage, defects, loose fittings, or particularly delicate materials.
Provide access to electricity and, where required, hot and cold running water.
Supervise children, pets and vulnerable persons during the Service to avoid interference with the work and to ensure their safety.
6. Prices and Quotations
Prices are usually provided as a fixed quote based on the information supplied by the Client or as a minimum call-out charge plus any additional services agreed. All prices are stated in pounds sterling and include any applicable taxes unless otherwise indicated.
Quotations are given in good faith but do not constitute a binding offer until accepted and confirmed by the Company. The Company may revise a quotation if the Client's requirements change, if the information on which the quotation was based was inaccurate, or where additional work is requested or required on arrival.
7. Payments and Invoicing
Unless otherwise agreed in writing, payment is due immediately on completion of the Services. The Company accepts payment by the methods it makes available from time to time.
For certain bookings, the Company may require a deposit or full prepayment to secure the appointment. Any such requirement will be communicated at the time of booking. Deposits are applied against the final invoice or forfeited in accordance with the cancellation terms.
Where the Client is a business or managing agent and has been granted account terms, payment must be made within the period specified on the invoice. The Company reserves the right to charge interest and reasonable recovery costs on overdue amounts in line with applicable UK legislation.
Ownership of any consumable products supplied as part of the Service passes to the Client only upon full payment of the relevant invoice. The Company may withhold or suspend future Services to Clients with outstanding balances.
8. Cancellations and Amendments
The Client may cancel or reschedule a booking by providing notice to the Company. To avoid cancellation charges, the Client must provide at least 24 hours notice before the scheduled appointment time, unless a different period is expressly agreed in writing.
If the Client cancels or reschedules with less than 24 hours notice, the Company may charge a cancellation fee up to a reasonable proportion of the estimated service cost, including any non-refundable expenses incurred.
Where the operatives attend the Premises but are unable to gain access, or the Client is not present and has not arranged access as agreed, the Company may treat the appointment as cancelled on arrival and charge a call-out or cancellation fee.
The Company may cancel or reschedule a booking if operatives are unavailable, where safety may be compromised, or due to events beyond its reasonable control. In such cases the Company will seek to give the Client as much notice as possible and offer an alternative appointment. The Company will not be liable for any indirect losses arising from such cancellations or rescheduling.
9. Condition of Carpets and Furnishings
The Client acknowledges that success of any cleaning or stain treatment depends on factors including fibre type, age, construction, previous cleaning methods, and the nature and age of stains. The Company does not guarantee full removal of all stains or marks.
Pre-existing damage such as wear, fading, sun damage, shrinkage, loose seams, unstable dyes, fraying, or weakened backing may become more visible after cleaning. The Company will exercise reasonable care but cannot accept liability for defects that are revealed or exacerbated due to the inherent condition of the item.
The Client is responsible for notifying the Company of any carpets, rugs or fabrics that are particularly delicate, unsuitable for water-based cleaning, or that have been previously damaged or treated with incompatible products.
10. Use of Equipment and Materials
The Company will provide all necessary cleaning equipment, machinery and solutions, unless otherwise agreed. All products used will be suitable for professional carpet and upholstery cleaning and will be applied in accordance with manufacturer guidelines and industry practice.
The Client must not use the Company's equipment without permission. The Company will not be responsible for any damage or injury resulting from unauthorised use of its equipment or materials by the Client or any third party.
11. Waste Handling and Environmental Compliance
The Company will handle and dispose of waste water, residues and any collected debris generated during the Service in accordance with relevant UK waste and environmental regulations.
Where possible, wastewater will be discharged into appropriate drains in line with local requirements. Solid waste and non-standard materials will be segregated and collected for disposal through authorised waste streams. Hazardous waste, if encountered, will be managed according to applicable regulation and may incur additional charges.
The Client must not request or require the Company to dispose of waste in a manner that breaches law or local regulation. The Company reserves the right to refuse any disposal method it considers unsafe or non-compliant.
12. Health and Safety
The Company operates in accordance with applicable health and safety laws. Operatives are instructed to carry out risk assessments on site and may decline to work in areas they reasonably consider unsafe or unsanitary.
The Client must report to the Company any hazards that might affect the safety of operatives, including damaged electrical installations, slippery surfaces, structural defects, or presence of hazardous substances.
13. Liability and Insurance
The Company maintains appropriate public liability insurance for its Services. Copies of insurance documentation are available on request.
The Company will use reasonable skill and care in providing the Services. If the Company is found liable for loss or damage caused by its negligence or breach of contract, such liability will be limited to the reasonable cost of repair or replacement of the affected item, subject to fair wear and tear and the age and condition of the item.
The Company will not be liable for:
Any pre-existing damage, defects or deterioration, whether visible or concealed.
Any indirect or consequential loss, including loss of profit, loss of opportunity, loss of enjoyment, or costs of alternative accommodation.
Any damage or deterioration resulting from failure to follow aftercare advice, including recommendations regarding drying times, ventilation, and use of the cleaned areas.
Any issues arising from inaccurate information provided by the Client, including where the Client has failed to disclose the nature of fibres, dyes, or previous treatments.
Nothing in these Terms and Conditions limits or excludes liability for death or personal injury caused by negligence, fraud, or any other liability that cannot be limited or excluded under UK law.
14. Complaints and Service Issues
If the Client is dissatisfied with any aspect of the Service, the Client must notify the Company as soon as reasonably practicable and, where possible, within 48 hours of completion. The Company will investigate the issue and may, at its discretion, arrange a re-visit to inspect the work and, where justified, carry out reasonable remedial cleaning.
Any complaint relating to alleged damage should be supported by evidence and raised promptly to allow inspection. The Company may decline responsibility where the matter is reported after items have been used extensively, moved from the Premises, or subjected to further treatment by third parties.
15. Force Majeure
The Company will not be liable for any delay or failure to perform its obligations where such delay or failure results from events or circumstances beyond its reasonable control, including but not limited to extreme weather, transport disruption, power failure, accidents, illness, strikes, or acts of government or authority.
16. Data Protection and Privacy
The Company may collect and process personal data relating to the Client for the purposes of managing bookings, providing Services, processing payments and maintaining records. The Company will handle such 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 service partners or contractors only where necessary to deliver the Services or comply with legal obligations.
17. Changes to Terms and Conditions
The Company may update these Terms and Conditions from time to time to reflect changes in law, regulation, industry practice or business operations. The version in force at the time of booking will apply to that Service, unless otherwise stated or agreed.
Updated Terms and Conditions may be made available on request or through the Company's usual communication channels. Continued use of the Services after notification of changes will constitute acceptance of the updated terms.
18. Governing Law and Jurisdiction
These Terms and Conditions and any dispute or claim arising out of or in connection with them, or with the provision of Services by the Company, shall be governed by and construed in accordance with the laws of England and Wales.
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.
19. General Provisions
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, to the extent required, be deemed deleted, and the remaining provisions shall continue in full force and effect.
No failure or delay by the Company in exercising any right or remedy shall operate as a waiver of that or any other right or remedy. Rights and remedies under these Terms and Conditions are cumulative and do not exclude rights and remedies provided by law.
The Agreement is between the Company and the Client. No third party shall have any rights to enforce any of its terms under the Contracts Rights of Third Parties Act 1999 or otherwise.
