Richmond upon Thames Carpet Cleaners Terms and Conditions
These Terms and Conditions set out the basis on which Richmond upon Thames Carpet Cleaners provides professional carpet, rug, upholstery and related cleaning services to residential and commercial customers in our service area. 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 definitions apply:
1.1 Company, we, us or our means Richmond upon Thames Carpet Cleaners, the provider of cleaning services.
1.2 Customer, you or your means the individual, business or organisation requesting and receiving the services.
1.3 Services means carpet, rug, upholstery, curtain, mattress and hard floor cleaning, stain and odour treatment and any other related cleaning services provided by the Company.
1.4 Premises means the address or location where the Services are to be carried out.
1.5 Technician means any employee, contractor or representative of the Company who carries out the Services.
1.6 Agreement means the contract between the Company and the Customer for the supply of Services in accordance with these Terms and Conditions and any written or verbal confirmation of booking.
2. Scope of Services
2.1 The Company provides professional cleaning services within its designated service area, which includes Richmond upon Thames and surrounding districts. Availability may vary by location and date.
2.2 The specific Services to be provided, together with the price, are as described at the time of booking and confirmed in writing or verbally by the Company.
2.3 The Company reserves the right to decline or withdraw Services where the Premises are unsafe, inaccessible, or where the condition of the items to be cleaned makes the requested work unsuitable or impractical.
2.4 The Company does not undertake building work, structural repairs, pest control, electrical or plumbing services, or any work requiring specialised licences not held by the Company.
3. Booking Process
3.1 Bookings may be requested by the Customer by phone, online form or other methods offered by the Company from time to time. A booking is only confirmed when the Company accepts the request and provides confirmation.
3.2 The Customer is responsible for providing accurate information about the Premises, access arrangements, parking, type and size of areas or items to be cleaned, and any stains, damage or special requirements.
3.3 Quotations are given based on the information supplied by the Customer. The Company reserves the right to amend the quotation on arrival if the information provided was incomplete or inaccurate, or if additional work is requested.
3.4 Any time or date for the Services is an estimate only. The Company will use reasonable endeavours to attend at the agreed time but will not be liable for minor delays caused by traffic, weather or events beyond its control. The Customer will be contacted as soon as reasonably practicable if a significant delay is expected.
4. Access and Customer Obligations
4.1 The Customer must ensure that the Premises are accessible at the agreed time, including providing keys, access codes, permits or instructions where necessary.
4.2 The Customer is responsible for ensuring that running water, electricity and, where reasonably required, heating are available at the Premises during the visit.
4.3 The Customer must remove fragile items, valuables and small objects from the areas to be cleaned and ensure that pets and children are kept away from working areas and drying carpets and fabrics.
4.4 The Customer must inform the Technician of any known defects, damage, loose fittings, existing stains, colour fading, wear, shrinkage risk, or other issues affecting carpets, rugs, upholstery or flooring before work commences.
4.5 If access is not available or the Premises are not in a suitable condition for work to be carried out on arrival, the Company may treat the appointment as cancelled by the Customer and apply the relevant cancellation charge.
5. Pricing and Quotations
5.1 All prices are provided in pounds sterling and include applicable taxes where relevant, unless clearly stated otherwise.
5.2 Quotations are based on the information supplied and are valid for a limited period as advised by the Company. The Company may revise quotations if the scope of work changes, additional areas are added, or conditions at the Premises differ materially from those described.
5.3 Minimum call out charges or minimum service fees may apply and will be communicated to the Customer at the time of booking.
6. Payments
6.1 Payment is due on completion of the Services on the day of the visit, unless otherwise agreed in writing in advance.
6.2 The Company may accept various payment methods as advised at the time of booking, which may include card payment, bank transfer or other approved methods. The Company does not accept cash where this is contrary to its policies or legal requirements.
6.3 For commercial accounts or agreed credit arrangements, invoices are payable within the payment terms stated on the invoice. Late payments may incur interest and reasonable recovery costs in accordance with applicable law.
6.4 The Company reserves the right to request a deposit or full payment in advance, particularly for larger jobs, first-time commercial customers, or where specialist equipment or products are required.
6.5 If payment is not made when due, the Company may suspend or refuse further Services until outstanding sums are cleared.
7. Cancellations and Rescheduling
7.1 The Customer may cancel or reschedule an appointment by giving the Company advance notice. The minimum notice period and any charges will be communicated at the time of booking.
7.2 As a general rule, cancellations or rescheduling made with less than 24 hours notice may be subject to a cancellation fee up to the value of the minimum call out charge or a reasonable proportion of the quoted price to cover allocated time and costs.
7.3 If the Technician attends the Premises and is unable to gain access, or if the Customer is not present where required and no prior arrangements have been made, the visit may be treated as a late cancellation and the full or partial fee may be payable.
7.4 The Company reserves the right to cancel or reschedule appointments due to circumstances beyond its reasonable control, including but not limited to illness, equipment failure, transport disruption, severe weather or safety concerns. The Company will offer a new appointment at the earliest convenient time but will not be liable for any indirect losses arising from such cancellation.
8. Service Standards and Limitations
8.1 The Company will exercise reasonable skill and care in providing the Services and will use professional cleaning methods appropriate to the materials and conditions identified.
8.2 While every effort will be made to remove or reduce stains and odours, the Company cannot guarantee complete removal of all marks, contamination or discolouration. Results depend on factors such as age and type of stain, previous cleaning attempts, fibre composition, wear and sunlight exposure.
8.3 The Customer acknowledges that certain materials may be prone to shrinkage, colour bleeding, pile distortion or other changes when cleaned, particularly where the item was previously incorrectly cleaned, damaged, or where manufacturer instructions are not available. The Company will aim to identify high-risk items but cannot accept liability for pre-existing conditions or inherent weaknesses.
8.4 Drying times vary depending on ventilation, temperature, humidity, and fibre type. The Company may provide an estimate but cannot guarantee specific drying times.
8.5 The Customer must follow any post-cleaning advice given by the Technician, including ventilation instructions and avoiding use of cleaned areas until suitably dry.
9. Damage, Liability and Claims
9.1 The Company will maintain appropriate insurance for public liability and, where applicable, treatment risks. Details can be provided upon reasonable request.
9.2 The Customer must report any damage, concerns or dissatisfaction relating to the Services within 48 hours of the work being carried out. The Company will investigate and, where appropriate, may arrange a re-visit, further treatment, or other remedy at its discretion.
9.3 The Company will not be liable for:
a. Pre-existing damage, staining, wear, fading, odours or faults, whether visible or not, or any related consequences arising from cleaning.
b. Damage resulting from failure by the Customer to provide accurate information or to follow advice or instructions provided by the Company or Technician.
c. Any indirect, consequential or economic loss, including loss of profit, business interruption, loss of opportunity or loss of enjoyment.
9.4 The Companys total aggregate liability for any claim arising from the Services, whether in contract, negligence or otherwise, shall not exceed the price paid or payable for the specific Service giving rise to the claim, 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 any other liability that cannot lawfully be limited or excluded.
10. Waste Handling and Environmental Regulations
10.1 The Company will handle and dispose of waste arising from the Services in accordance with applicable UK waste and environmental regulations.
10.2 General waste, such as used cleaning materials, small quantities of contaminated water and residue collected during normal carpet and upholstery cleaning, will be managed by the Company in a lawful and responsible manner.
10.3 Where Services involve the removal of significant quantities of waste, contaminated materials or hazardous substances, additional charges may apply and will be discussed with the Customer. The Company reserves the right to decline work involving materials it is not licensed or suitably equipped to handle.
10.4 The Customer must inform the Company in advance if any areas to be cleaned may have been exposed to hazardous substances, including but not limited to chemical spills, bodily fluids, asbestos, or building dust containing potentially harmful materials.
10.5 The Company will take reasonable steps to minimise environmental impact, including efficient use of water and detergents, but cannot guarantee that all products used will be entirely free from chemicals or allergens.
11. Health and Safety
11.1 The Company follows applicable health and safety guidelines when providing Services. The Technician may refuse to work in areas that present unacceptable health or safety risks.
11.2 The Customer is responsible for ensuring a safe working environment at the Premises, including safe access routes, adequate lighting and the removal or highlighting of hazards.
11.3 Slippery surfaces may arise during or after cleaning, especially on hard floors. The Customer must take reasonable precautions to prevent slips, trips or falls by occupants or visitors.
12. Keys and Security
12.1 Where the Customer provides keys or access devices, the Company will take reasonable care to safeguard them and to secure the Premises when leaving.
12.2 The Company shall not be liable for loss or damage arising from faulty locks, existing security weaknesses, or where access devices are provided to the Company in a way that does not allow for secure handling.
13. Privacy and Data
13.1 The Company will collect and use personal data only for the purpose of providing Services, administering bookings, and fulfilling legal obligations.
13.2 Customer information will be handled in accordance with applicable data protection laws. The Company will not sell Customer data to third parties.
14. Complaints and Dispute Resolution
14.1 The Company aims to provide a high standard of service. If you are dissatisfied, please contact the Company promptly with full details so that the matter can be investigated.
14.2 The Company will seek to resolve complaints amicably. If agreement cannot be reached, the parties may consider mediation or other dispute resolution methods before taking legal action, where appropriate.
15. Amendments to Terms
15.1 The Company may update or amend these Terms and Conditions from time to time to reflect changes in law, practice or services offered.
15.2 The version of the Terms and Conditions in force at the time of your booking will generally apply to that booking. The most current version will be available on request.
16. Governing Law and Jurisdiction
16.1 These Terms and Conditions, and any Agreement between the Company and the Customer, are governed by and interpreted in accordance with the laws of England and Wales.
16.2 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 the Services provided.
17. General Provisions
17.1 If any provision of these Terms and Conditions is held to be invalid, unlawful or unenforceable by a court, that provision shall be treated as deleted, and the remaining provisions shall remain in full force and effect.
17.2 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.
17.3 The Customer may not assign or transfer any rights or obligations under these Terms and Conditions without the prior written consent of the Company. The Company may assign or subcontract its rights and obligations where necessary for the provision of Services.
17.4 These Terms and Conditions constitute the entire agreement between the Company and the Customer relating to the Services and supersede any prior representations, discussions or agreements, whether written or oral, except where expressly incorporated.