Terms And Conditions
Richmond upon Thames Carpet Cleaners Service Terms and Conditions
These Terms and Conditions set out the basis on which Richmond upon Thames Carpet Cleaners provides professional carpet and related cleaning services to residential and commercial clients within its service area in and around the London Borough of Richmond upon Thames. By booking or using any of our services, 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:
1.1 "Company" means Richmond upon Thames Carpet Cleaners.
1.2 "Client" means any individual, company, or organisation that requests or receives services from the Company.
1.3 "Services" means carpet cleaning and any associated cleaning or treatment services provided by the Company, including but not limited to rug cleaning, upholstery cleaning, stain treatment, and related works.
1.4 "Premises" means the property or location where the Services are to be provided.
1.5 "Technician" means any employee, contractor, or representative appointed by the Company to carry out the Services.
2. Scope of Services
2.1 The Company provides professional carpet and related cleaning services within its designated service area, which includes Richmond upon Thames and surrounding localities, subject to availability.
2.2 The exact scope of the Services, including areas to be cleaned, type of cleaning required, and any additional treatments, will be agreed with the Client at the time of booking or in subsequent written confirmation.
2.3 The Company reserves the right to refuse any job which, in the opinion of the Company, poses a risk to health and safety, involves hazardous materials, or falls outside the reasonable expertise or capacity of the Company.
3. Booking Process
3.1 Bookings may be requested by the Client via the Company’s accepted communication methods, as published from time to time. A booking is not confirmed until the Company has provided explicit confirmation.
3.2 When making a booking, the Client must provide accurate information, including the size and type of premises, the approximate area of carpet or items to be cleaned, the nature of soiling or staining, and any relevant access or parking restrictions.
3.3 The Company may provide an estimate based on the information supplied by the Client. The Company reserves the right to revise the estimate or quote on arrival at the Premises if the actual conditions differ from those described by the Client.
3.4 The Client must ensure that a responsible adult is present at the Premises at the start and completion of the work, unless otherwise agreed in advance.
4. Access and Parking
4.1 The Client is responsible for ensuring suitable access to the Premises at the agreed time. This includes providing keys, access codes, or arranging for someone to be present to admit the Technician.
4.2 The Client must inform the Company in advance of any parking restrictions or special arrangements required. Where parking fees or permits are necessary to gain reasonable access, the Client is responsible for covering these costs.
4.3 If the Technician is unable to gain access to the Premises at the agreed time due to circumstances within the Client’s control, this may be treated as a late cancellation and charges may apply in accordance with the cancellation policy.
5. Client Obligations
5.1 The Client must remove, or secure, any fragile, valuable, or easily damaged items from areas where Services are to be carried out. This includes ornaments, personal items, small furniture, and loose cables.
5.2 The Client must inform the Company in advance of any known defects, damage, or risks at the Premises, including loose floor coverings, weak floorboards, pre-existing stains or damage, and any particular areas of concern.
5.3 The Client is responsible for ensuring that electricity and, where necessary, a water supply are available at the Premises for the duration of the Services.
6. Pricing and Payment Terms
6.1 Prices for Services are stated in pounds sterling and may be quoted as a fixed price, an hourly rate, or a per-area rate, depending on the nature of the job.
6.2 Any price or estimate provided prior to inspection of the Premises is indicative only and may be adjusted following on-site assessment. The Client will be informed of any change in cost before work commences, wherever reasonably possible.
6.3 Payment is due in full on completion of the Services, unless an alternative arrangement has been agreed in writing in advance.
6.4 The Company accepts payment by methods notified to the Client from time to time. The Client must ensure that funds are available and payment details are valid at the time payment is due.
6.5 For commercial Clients or ongoing contracts, the Company may issue invoices following completion of work or at agreed intervals. Invoices are payable within the payment terms stated on the invoice. If no specific terms are stated, payment shall be due within 14 days of the invoice date.
6.6 The Company reserves the right to charge interest and reasonable administration fees on overdue amounts in accordance with applicable UK legislation.
7. Deposits and Minimum Charges
7.1 The Company may require a deposit to secure a booking, particularly for larger jobs or during peak periods. Any required deposit amount and related terms will be communicated to the Client at the time of booking.
7.2 Deposits are generally non-refundable if the Client cancels the booking without sufficient notice, as detailed in the cancellation policy below.
7.3 A minimum charge may apply to certain Services or visits. If the value of work requested is below the minimum charge, the minimum charge will apply.
8. Cancellations, Rescheduling and Late Changes
8.1 If the Client needs to cancel or reschedule a booking, the Client must notify the Company as early as possible.
8.2 The Company may apply a cancellation fee if the Client cancels or significantly alters the booking with insufficient notice. Notice periods and applicable fees may vary depending on the nature and size of the job, and will be communicated to the Client in advance or upon booking.
8.3 If the Technician arrives at the Premises and is unable to gain access, or if the work cannot proceed for reasons within the Client’s control, this may be treated as a same-day cancellation and a charge up to the full service value may be applied.
8.4 The Company reserves the right to cancel or reschedule a booking due to circumstances beyond its reasonable control, such as severe weather, illness, vehicle breakdown, or other operational issues. In such cases, the Company will offer an alternative appointment and will not be liable for any consequential loss suffered by the Client as a result of the rescheduling or cancellation.
9. Service Standards and Limitations
9.1 The Company will perform the Services with reasonable care and skill, using methods and products suitable for professional carpet and soft furnishing cleaning.
9.2 While the Company aims to achieve the best possible results, the Client acknowledges that complete stain removal or full restoration of appearance cannot be guaranteed, particularly where stains are old, set, caused by certain substances, or where previous cleaning attempts have been made.
9.3 The Client acknowledges that certain materials, dyes, and fabrics may react unpredictably to cleaning products or processes. The Company will take reasonable precautions and may conduct small patch tests, but cannot be held liable for damage arising from pre-existing weaknesses, wear, or instability of materials.
9.4 The Client should avoid walking on freshly cleaned carpets with outdoor footwear and should exercise caution until carpets and fabrics are fully dry. The Company is not liable for slips, falls, or transfer of dirt or dye where reasonable aftercare instructions are not followed.
10. Waste Handling and Environmental Compliance
10.1 The Company complies with applicable UK waste and environmental regulations in relation to the handling, storage, and disposal of cleaning solutions, wastewater, and other by-products generated during the provision of Services.
10.2 Where practical, wastewater will be disposed of via appropriate drainage points at the Premises. The Client authorises the Company to use suitable internal or external drains, provided they are lawful and safe to use.
10.3 The Company does not accept or remove general household waste, construction waste, or any hazardous materials from the Premises unless expressly agreed in advance as a separate service, in compliance with relevant waste regulations.
10.4 The Client must not request the Company to dispose of any item or substance in a manner that would breach local or national waste or environmental laws.
11. Damage, Liability and Insurance
11.1 The Company holds appropriate insurance cover for public liability and, where applicable, employee liability, in line with industry practice.
11.2 The Client must notify the Company in writing of any alleged damage, loss, or issue arising from the Services as soon as reasonably practicable and, in any event, within 48 hours of the completion of the work or discovery of the issue.
11.3 The Company’s liability for any loss or damage suffered by the Client arising out of or in connection with the Services, whether in contract, tort, or otherwise, shall be limited to the value of the Services provided on the specific visit where the loss or damage occurred, except where liability cannot be limited or excluded by law.
11.4 The Company shall not be liable for any indirect, consequential, or economic loss, including but not limited to loss of profit, loss of business, or loss of opportunity.
11.5 The Company is not responsible for pre-existing damage or conditions at the Premises, including wear, fading, loose fittings, shrinkage of fabrics that are prone to such behaviour, or issues caused by previous cleaning treatments or spillages.
12. Complaints and Remedies
12.1 If the Client is dissatisfied with any aspect of the Services, the Client should raise the issue with the Company promptly so that it can be investigated.
12.2 Where a complaint is found to be valid, the Company may, at its discretion, offer a re-clean of the affected area, a partial refund, or another appropriate remedy.
12.3 The Client must allow the Company a reasonable opportunity to inspect and rectify any alleged shortcomings before undertaking remedial work with another provider, except in cases of emergency.
13. Health and Safety
13.1 The Company will take reasonable measures to ensure the health and safety of its Technicians, the Client, and any other persons present at the Premises during the provision of the Services.
13.2 The Client must inform the Company of any known health and safety risks at the Premises and take reasonable steps to mitigate them, including securing pets, organising safe access, and avoiding unnecessary presence in working areas while the Technician is operating machinery or using cleaning products.
13.3 Certain cleaning products and equipment may present hazards if misused. The Client agrees not to interfere with the Company’s equipment or products and to follow any safety advice given by the Technician.
14. Privacy and Confidentiality
14.1 The Company will collect and process personal data about the Client in the course of providing Services, including contact details, address, and information related to the booking.
14.2 The Company will handle such personal data in accordance with applicable data protection laws in the United Kingdom and will only use it for legitimate business purposes such as providing Services, processing payments, and managing customer relationships.
14.3 The Company will not sell or disclose the Client’s personal information to third parties except where required by law or where necessary for the provision of the Services, such as engaging third-party payment processors or subcontractors.
15. Variations and Updates to Terms
15.1 The Company reserves the right to update or amend these Terms and Conditions from time to time. Any changes will take effect when published or otherwise communicated to Clients.
15.2 The version of the Terms and Conditions in force at the time of booking will generally apply to that specific booking, unless a later version is required by law or expressly agreed with the Client.
16. Governing Law and Jurisdiction
16.1 These Terms and Conditions and any dispute or claim arising out of or in connection with them, or with the provision of the Services, shall be governed by and construed in accordance with the laws of England and Wales.
16.2 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.
17. Severability
17.1 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.
18. Entire Agreement
18.1 These Terms and Conditions, together with any written quote or confirmation issued by the Company, constitute the entire agreement between the Company and the Client in relation to the Services and supersede any prior discussions, correspondence, or understandings.
18.2 No variation to these Terms and Conditions shall be binding unless agreed in writing by the Company.
