Carpet Cleaning Richmond Terms and Conditions

These Terms and Conditions set out the basis on which Carpet Cleaning Richmond provides professional carpet and soft furnishing cleaning services to residential and commercial customers. By booking or using our services, you agree to be bound by these Terms and Conditions. Please read them carefully before placing a booking.

1. Definitions

In these Terms and Conditions, the following expressions have the meanings set out below:

Customer means any individual, business, or organisation that requests or uses our services.

Company, we, us, or our means Carpet Cleaning Richmond as the provider of the cleaning services.

Services means carpet cleaning and any related cleaning services, treatments, or additional work carried out by the Company as agreed with the Customer.

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

Booking means a confirmed request for Services made by the Customer and accepted by the Company.

2. Scope of Services

We provide professional carpet cleaning and related services within our specified service area, which primarily covers Richmond and surrounding locations. The exact Services to be provided, including any special treatments, will be agreed at the time of booking and confirmed by the Company.

All Services are subject to availability, the condition of the carpets or other items to be cleaned, and access to the Premises. We reserve the right to decline or cancel a Booking if, in our reasonable opinion, we are unable to provide the Services safely, lawfully, or to an acceptable standard.

3. Booking Process

3.1 Bookings can be made by the Customer through our accepted booking channels as advertised by the Company. The Customer must provide accurate and complete information regarding the Premises, the areas to be cleaned, the type and approximate size of carpets or items, and any known issues such as heavy soiling, stains, or damage.

3.2 All Bookings are subject to confirmation by the Company. A Booking is not considered accepted until we confirm the appointment date, time window, and estimated price. We may request additional information before confirming a Booking.

3.3 The Customer is responsible for ensuring that any person making a Booking on their behalf has the authority to do so and to accept these Terms and Conditions. By confirming a Booking, the Customer acknowledges that they have read, understood, and agreed to these Terms and Conditions.

3.4 We may, at our discretion, require a deposit or prepayment to secure a Booking, particularly for larger jobs, commercial work, or appointments scheduled at peak times.

4. Access and Customer Obligations

4.1 The Customer must ensure that we have safe and reasonable access to the Premises at the agreed time. This includes access to parking where possible, clear entry routes, and access to the areas and items due to be cleaned.

4.2 The Customer must ensure that electricity and, where required, water are available at the Premises for the duration of the visit. If such utilities are not available, we may not be able to complete the Services, and a call-out or cancellation fee may apply.

4.3 The Customer is requested to remove small items, valuables, and fragile objects from the areas to be cleaned in advance. While we take reasonable care when working around furniture and personal items, we are not responsible for damage to items that have not been removed or adequately protected by the Customer.

4.4 The Customer must inform us prior to the commencement of the Services of any known risks at the Premises, including but not limited to loose fittings, damaged flooring, frayed carpets, or past issues relating to colour fastness or shrinkage.

5. Pricing and Estimates

5.1 Prices for our Services may be quoted per room, per area, per item, or on another agreed basis. Any price given before inspection of the Premises is an estimate based on the information provided by the Customer.

5.2 We reserve the right to amend the estimate if the actual condition, size, or nature of the work differs from the information initially provided or if additional Services are requested on site. The Customer will be informed of any change in price before such additional work is carried out.

5.3 All prices quoted are expressed in pounds sterling and are inclusive or exclusive of VAT as stated at the time of quotation, in accordance with the Companys tax status.

6. Payments

6.1 Unless otherwise agreed in writing, payment is due immediately on completion of the Services at the Premises. We accept commonly used payment methods as specified by the Company from time to time.

6.2 For commercial Customers or larger projects, alternative payment terms may be agreed in writing before the Services commence. In such cases, invoices are payable by the due date stated on the invoice.

6.3 If payment is not received by the due date, we reserve the right to charge interest on the overdue amount at the statutory rate applicable to business-to-business or consumer debts, as relevant, until payment is made in full.

6.4 The Customer shall not be entitled to withhold or set off any part of the agreed price against any claims or disputes unless agreed by the Company in writing.

7. Changes, Rescheduling and Cancellations

7.1 If the Customer needs to change or cancel a Booking, they must notify us as soon as reasonably possible. We may apply a cancellation or rescheduling charge where insufficient notice is given.

7.2 Unless otherwise stated in any specific commercial agreement, cancellations or rescheduling made with at least 48 hours notice before the scheduled appointment time will generally not incur a fee. Cancellations made with less than 48 hours notice may incur a cancellation fee up to a reasonable proportion of the quoted price, taking into account the lost opportunity to allocate the time slot to other Customers.

7.3 If the Customer fails to provide access to the Premises at the scheduled time or is not present where required to grant entry, this may be treated as a late cancellation and a call-out or cancellation fee may be charged.

7.4 We reserve the right to cancel or reschedule a Booking due to circumstances beyond our reasonable control, including but not limited to staff illness, equipment failure, severe weather, or access issues. In such cases, we will notify the Customer as soon as practicable and offer an alternative appointment. We will not be liable for any consequential losses arising from such cancellations or rescheduling.

8. Service Standards and Limitations

8.1 We will carry out the Services with reasonable skill and care, using appropriate equipment and cleaning solutions suitable for the type of carpets and materials as disclosed by the Customer.

8.2 While we aim to achieve the best possible results, the outcome of cleaning depends on various factors including the age and condition of the carpets, type of fibres, nature and duration of stains, and previous cleaning or treatment methods. For this reason, we do not guarantee complete stain removal or restoration to an as-new condition.

8.3 Certain stains such as dye transfer, paint, permanent marker, bleach marks, pet urine that has been left untreated, and long-standing heavy soiling may not be fully removable. We will not be liable for failure to remove such stains where we have exercised reasonable care and used appropriate cleaning methods.

8.4 Some carpets and fabrics are prone to shrinkage, colour run, or texture change when cleaned, particularly if they have not been maintained in accordance with manufacturers guidelines or if earlier damage exists. The Customer must inform us of any known issues, and we may decline to treat certain items if, in our professional judgment, there is a significant risk of damage.

9. Liability

9.1 Nothing in these Terms and Conditions excludes or limits our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for any other matter where liability cannot lawfully be excluded or limited under UK law.

9.2 Subject to clause 9.1, our total liability to the Customer in respect of any loss or damage arising out of or in connection with the provision of the Services, whether in contract, tort, negligence, breach of statutory duty or otherwise, shall be limited to the lesser of the total price paid or payable for the relevant Services and any reasonable direct loss proven by the Customer.

9.3 We shall not be liable for any indirect or consequential loss, including but not limited to loss of profit, loss of business, loss of opportunity, or loss of enjoyment arising from or in connection with the Services.

9.4 The Customer is responsible for ensuring that any fragile items, valuables, and personal possessions are safely stored away from the work areas before the Services commence. We are not liable for damage to items that we have not been made aware of, or that could not reasonably be identified as fragile or at risk during normal operations.

9.5 Any claim for loss or damage must be reported to us in writing as soon as reasonably practicable and in any event within seven days of completion of the Services, providing full details and evidence where available. We may inspect the alleged damage or arrange for an independent assessment before reaching a conclusion.

10. Health, Safety and Waste Regulations

10.1 We operate in accordance with applicable UK health and safety regulations. Our technicians are instructed to work safely and to use equipment and products in line with manufacturer instructions and relevant guidance.

10.2 Certain cleaning products and solutions may contain chemicals that can cause irritation or allergic reactions. The Customer should inform us in advance of any known allergies or sensitivities affecting occupants of the Premises so that we can consider alternative products where feasible.

10.3 During and immediately after cleaning, floors and carpets may remain damp or slippery for a period. The Customer is responsible for taking appropriate precautions, including limiting access to recently cleaned areas until they are safe and dry. We are not liable for accidents resulting from failure to follow such precautions.

10.4 We comply with UK regulations relating to the storage, use, and disposal of cleaning products and waste. Any waste materials generated from our Services, such as used cleaning solutions or extracted residues, will be handled and disposed of in accordance with applicable environmental and waste management requirements.

10.5 We are not responsible for the removal or disposal of general household waste, bulky items, or hazardous materials from the Premises. The Customer remains responsible for complying with local waste disposal rules for items or substances not directly generated by our Services.

11. Damage to Property and Existing Defects

11.1 We will take reasonable care to avoid damaging the Premises and the Customers property while carrying out the Services. However, we shall not be responsible for damage arising from existing defects, structural issues, loose fittings, or deterioration due to age or wear and tear.

11.2 The Customer acknowledges that moving heavy furniture, appliances, or fixtures may carry a risk of damage to floors or fittings. Where we agree to assist with moving such items, it is at the Customers request and risk, unless damage is directly caused by our negligence.

11.3 Any pre-existing damage, stains, or defects should be pointed out to us before we begin work. We may take photographs or make notes for our records. Failure to notify us may affect how any later claim is assessed.

12. Complaints and Service Issues

12.1 If the Customer is dissatisfied with any aspect of the Services, they should inform us as soon as possible, and in any event within 48 hours of completion, so that we have an opportunity to inspect and, where appropriate, rectify the issue.

12.2 Where a complaint is upheld and it is reasonable and practical to do so, we may offer to re-clean the affected area or take other appropriate remedial steps. This will generally be offered as the first course of resolution.

12.3 Making a complaint does not automatically entitle the Customer to a refund or reduction in the price. Any such adjustments will be considered on a case-by-case basis, taking into account the nature of the complaint, the results achieved, and the terms of these conditions.

13. Force Majeure

13.1 We shall not be liable for any delay in performing, or failure to perform, any of our obligations under these Terms and Conditions where such delay or failure results from events, circumstances, or causes beyond our reasonable control. These may include, but are not limited to, extreme weather, power cuts, transport disruptions, accidents, or acts of government or regulatory authorities.

14. Privacy and Data

14.1 We will collect and use certain personal information from Customers in order to process Bookings and deliver the Services. We are committed to handling such information in accordance with applicable data protection laws in the United Kingdom.

14.2 Personal information will be used for the purposes of administering Bookings, delivering Services, processing payments, and, where consent has been given, providing information about our services. We will not sell or share personal data with third parties for marketing purposes without explicit consent.

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, shall be governed by and construed in accordance with the laws of England and Wales.

15.2 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 the Services, including any non-contractual disputes or claims.

16. Amendments to these Terms

16.1 We may update or amend these Terms and Conditions from time to time. The version in force at the time of the Customers Booking will apply to the Services for that Booking, unless any change is required by law or regulatory authority.

16.2 Updated Terms and Conditions will be made available by the Company on request. Customers are encouraged to review the current Terms and Conditions periodically to stay informed of any changes.

By confirming a Booking with Carpet Cleaning Richmond, the Customer acknowledges and agrees to be bound by these Terms and Conditions.