Carpet Cleaning E17 Service Terms and Conditions
These Terms and Conditions govern the provision of carpet cleaning and related services by Carpet Cleaning E17 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 making a booking.
1. Definitions
In these Terms and Conditions, the following definitions apply:
Customer means the individual or business requesting and receiving services from Carpet Cleaning E17.
Company means Carpet Cleaning E17, the provider of the services.
Services means carpet cleaning and any additional services agreed between the Customer and the Company, such as upholstery cleaning, rug cleaning or stain treatment.
Premises means the property or location where the Services are to be carried out.
Technician means a representative, employee or subcontractor appointed by the Company to perform the Services.
2. Scope of Services
The Company provides professional carpet cleaning and related services within its service area, including the E17 district and surrounding locations, subject to availability. The exact services to be performed, including the number of rooms, areas, items, and any specialist treatments, will be agreed at the time of booking and confirmed in the booking confirmation.
The Company reserves the right to refuse to provide Services where the Premises are unsafe, inaccessible, or in conditions that could put the Technician at risk or cause damage to equipment.
3. Booking Process
Bookings can be made by the Customer through the Company’s accepted booking channels. When requesting a booking, the Customer must provide accurate information about the Premises, access, parking arrangements, the size and type of areas to be cleaned, and any specific cleaning requirements.
All bookings are subject to availability and are not confirmed until the Customer receives a booking confirmation from the Company. The booking confirmation will set out the date, time window, services to be provided, and the estimated price or agreed quotation.
The Company may request photographs or additional information about the carpets and areas to be cleaned in order to provide an accurate quotation and to assess whether specialist equipment or treatments are required.
The Customer is responsible for ensuring that someone with authority to grant access to the Premises is present at the agreed time. Failure to provide access may result in a missed appointment charge as set out in these Terms and Conditions.
4. Estimates and Quotations
Any estimate or quotation given prior to inspection of the Premises is based on the information provided by the Customer and is subject to revision after the Technician assesses the actual condition and size of the carpets and other surfaces on site.
If, after inspection, the required work is significantly different from the initial description, the Technician will inform the Customer and may adjust the price. If the Customer does not accept the revised price, the Company reserves the right to cancel the booking, in which case a call-out fee may be charged to cover time and travel costs.
5. Customer Obligations
The Customer agrees to:
Ensure safe and reasonable access to the Premises for the Technician, including suitable parking arrangements where required.
Remove or secure any fragile, breakable or valuable items from the areas to be cleaned before the Technician’s arrival.
Inform the Company in advance of any known defects, damage, or specific risks related to the carpets, rugs, flooring or furnishings, such as loose seams, pre-existing stains, weakened fibres, colour instability or prior damage from cleaning products.
Provide access to electricity and water where necessary for the performance of the Services.
Keep children, pets and other occupants away from the areas being cleaned during and immediately after the cleaning, until carpets and surfaces are safe and dry.
6. Payments and Pricing
Unless otherwise agreed in writing, payment for the Services is due on completion of the work on the day of service. The Company accepts payment by the methods specified at the time of booking. All prices are quoted in pounds sterling and are inclusive of any applicable taxes, unless stated otherwise.
The Company reserves the right to request a deposit to secure a booking, particularly for larger jobs, commercial work, or appointments outside standard hours. Any required deposit and payment schedule will be confirmed to the Customer at the time of booking.
If payment is not made on the day of service, the Company may charge late payment fees and interest in accordance with applicable UK law. In the case of commercial customers, the Company may invoice the Customer with an agreed payment term, usually specified in the quotation or service agreement. Failure to pay within the agreed term may result in suspension of further Services and additional charges for debt recovery.
7. Cancellations and Rescheduling
The Customer may cancel or reschedule a booking by providing notice to the Company. To avoid cancellation charges, the Customer must give at least 24 hours’ notice prior to the scheduled appointment time, or such longer notice period as may be specified at the time of booking for large or commercial jobs.
If the Customer cancels or reschedules with less than 24 hours’ notice, the Company reserves the right to charge a late cancellation fee, which may be up to a percentage of the agreed service price or a minimum call-out charge, whichever is higher.
If the Technician attends the Premises at the agreed time and is unable to gain access, or the work cannot be carried out for reasons within the Customer’s control, this may be treated as a late cancellation and the same charges may apply.
The Company reserves the right to cancel or reschedule a booking due to unforeseen circumstances, including but not limited to staff illness, vehicle breakdown, severe weather conditions, or other events beyond the Company’s reasonable control. In such cases, the Company will notify the Customer as soon as reasonably practicable and will offer an alternative appointment. The Company will not be liable for any loss arising from such cancellation or rescheduling, other than to refund any deposit paid for services not yet provided.
8. Service Standards and Limitations
The Company will perform the Services with reasonable care and skill, using appropriate cleaning methods and products suited to the carpet type and condition as reasonably determined by the Technician.
While the Company aims to achieve the best possible results, the Customer acknowledges that:
Some stains, odours, and marks may be permanent and cannot be completely removed by cleaning.
The final appearance of carpets after cleaning can be affected by age, wear, fibre type, previous cleaning or treatments, and existing damage.
Shrinkage, colour run or other adverse reactions can occur where carpets or rugs are poorly fitted, have not been colourfast tested, or have pre-existing weaknesses. The Company will take reasonable care but cannot guarantee against such issues where they arise from the inherent condition of the item.
The drying time for carpets and upholstery varies depending on ventilation, humidity, temperature and fibre type. The Customer is responsible for ensuring adequate ventilation and following any aftercare instructions provided by the Technician.
9. Complaints and Corrections
If the Customer is dissatisfied with any aspect of the Services, the Customer must notify the Company as soon as possible and in any event within 48 hours of completion of the work. The Company will, where reasonably possible, arrange to inspect the work and may offer to rectify any issues that are directly related to the service provided.
The Company’s obligation to correct issues is limited to the Services originally agreed and does not extend to matters arising from the inherent condition of the carpets, pre-existing damage, or failure to follow aftercare advice.
10. Liability and Insurance
The Company holds appropriate public liability insurance in relation to the Services it provides. The Company will be liable for direct damage to the Customer’s property only where such damage is caused by the negligence of the Company or its Technicians in the performance of the Services.
The Company’s total liability to the Customer in respect of any claim, loss or damage arising out of or in connection with the Services shall be limited to the total price paid or payable for the specific service in question, except where such limitation is not permitted by law.
The Company shall not be liable for:
Any pre-existing damage, defects or wear to carpets, rugs, flooring or furnishings, including but not limited to burns, stains, loose seams, or weakened fibres, whether visible or not.
Any loss, damage or expense arising from the Customer’s failure to provide accurate information, safe access, or to follow the Company’s instructions or aftercare advice.
Any indirect, consequential or economic loss, including loss of profit, loss of use, or loss of opportunity, whether arising in contract, tort or otherwise.
Nothing in these Terms and Conditions shall exclude or limit the Company’s liability for death or personal injury caused by negligence, fraud, or any other liability which cannot be excluded or limited under applicable law.
11. Waste Handling and Environmental Regulations
The Company will handle and dispose of any waste generated during the provision of the Services in accordance with applicable waste and environmental regulations in the United Kingdom. This may include the collection of soiled water, extracted dirt and debris, and used cleaning materials.
Where practicable, waste water may be discharged into appropriate drainage systems at the Premises, such as household drains, in accordance with local regulations and only with the Customer’s permission. The Company will not dispose of waste in a manner that contravenes environmental or public health regulations.
The Customer agrees not to request or permit the Technician to dispose of waste in any way that would breach applicable regulations. The Company reserves the right to refuse any such request and, if necessary, to cease work if compliance with legal requirements cannot be maintained.
12. Health and Safety
The Company is committed to operating in a safe and responsible manner. Technicians will use equipment and cleaning products in accordance with health and safety guidance and product instructions.
The Customer is responsible for ensuring that the Premises are safe for entry and that any known hazards are disclosed to the Technician. The Customer should keep children, pets, and vulnerable persons away from machinery, chemicals and wet surfaces during and after cleaning until it is safe to enter the cleaned areas.
13. Data Protection and Privacy
The Company may collect and store personal data about the Customer, such as name, address, and contact details, for the purpose of managing bookings, providing Services, processing payments and handling any enquiries or complaints.
The Company will handle personal data in accordance with applicable data protection laws in the United Kingdom and will not sell or share Customer data with third parties except as necessary to provide the Services, process payments, or comply with legal obligations.
14. Amendments to Terms and Conditions
The Company may update or amend these Terms and Conditions from time to time to reflect changes in law, industry practice, or the Company’s operations. The version in force at the time of the Customer’s booking will apply to that booking. Continued use of the Services after any change to the Terms and Conditions will be taken as acceptance of the revised terms.
15. Governing Law and Jurisdiction
These Terms and Conditions, and any dispute or claim arising out of or in connection with them or their subject matter or formation, shall be governed by and construed in accordance with the laws of England and Wales.
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 provision of the Services.
16. General Provisions
If any provision of these Terms and Conditions is found to be invalid, unlawful or unenforceable by a court or other competent authority, that provision shall be deemed severed from the remaining provisions, which shall continue to be valid and enforceable.
No failure or delay by the Company in exercising any right or remedy under these Terms and Conditions shall constitute a waiver of that or any other right or remedy.
These Terms and Conditions constitute the entire agreement between the Customer and the Company in relation to the Services and supersede any prior agreements, understandings or arrangements, whether written or oral.
By making a booking and allowing the Services to proceed, the Customer confirms that they have read, understood and agree to be bound by these Terms and Conditions.
