Earls Court Carpet Cleaners Terms and Conditions
These Terms and Conditions govern the provision of carpet, upholstery and related cleaning services by Earls Court Carpet Cleaners to residential and commercial customers in the United Kingdom. By making a booking, using our services, or allowing our operatives access to your premises, you agree to be bound by these Terms and Conditions. Please read them carefully before placing an order.
1. Definitions
In these Terms and Conditions, the following expressions have the meanings set out below.
Client or you means the person, firm or company who books or receives services from Earls Court Carpet Cleaners.
Company, we or us means Earls Court Carpet Cleaners, the provider of the services.
Services means carpet cleaning, rug cleaning, upholstery cleaning, stain treatment, end of tenancy cleaning for floors and soft furnishings, and any other related services provided by the Company as agreed with the Client.
Premises means the property or location where the services are to be carried out.
Agreement means the contract between the Client and the Company incorporating these Terms and Conditions and any confirmed booking details.
2. Booking Process
2.1 Bookings may be requested by the Client by telephone, online form, or other means offered by the Company from time to time. All bookings are subject to availability and to acceptance by the Company.
2.2 When making a booking, the Client must provide accurate information regarding the Premises, including but not limited to property type, number and approximate size of rooms or items to be cleaned, access arrangements, and any special requirements or risks such as fragile items or existing damage.
2.3 The Company will provide an estimate or quote based on the information supplied by the Client. Any estimate or quote is given in good faith but may be amended if the information provided by the Client is incomplete or inaccurate, or if the condition or size of the items or areas to be cleaned differs materially from what was described.
2.4 A booking will be deemed accepted and an Agreement formed when the Company confirms the booking to the Client, whether verbally or in writing. The Company reserves the right to decline any booking at its absolute discretion.
2.5 The Client is responsible for ensuring suitable access to the Premises at the agreed date and time. The Client must inform the Company in advance of any parking restrictions, entry systems, or other access-related matters that may affect the delivery of the services.
3. Services and Responsibilities
3.1 The Company will provide the services with reasonable skill and care and in accordance with industry standards for professional carpet and upholstery cleaning.
3.2 The Client must ensure that the Premises are safe and suitable for the provision of the services. This includes, but is not limited to, ensuring that:
a. There is safe access to all areas to be cleaned.
b. There is adequate lighting and ventilation.
c. Electrical power and, where necessary, hot and cold water are available.
3.3 The Client is responsible for removing small items, valuables, and breakables from the areas to be cleaned prior to the arrival of the Companys operatives. The Company may move light furniture where reasonable to do so but will not be held responsible for damage arising from the movement of items that are heavy, fragile, or not designed to be moved.
3.4 The Company will endeavour to remove or reduce stains and soiling; however, no guarantee is given that all stains, odours, or marks can be removed. Results depend on factors such as the nature of the stain, the age and type of carpet or fabric, prior cleaning attempts, and the general condition of the items.
3.5 Drying times for carpets and upholstery may vary depending on ventilation, temperature, humidity, and fibre type. The Company will advise typical drying times but cannot guarantee exact drying periods. The Client is responsible for ensuring that areas are treated with caution while damp to avoid slips and other risks.
4. Pricing, Estimates and Additional Charges
4.1 Prices are typically based on the type and approximate size of rooms or items to be cleaned, the level of soiling, and the services requested. The Company reserves the right to adjust prices where the work required materially differs from the original description.
4.2 Where a fixed price has been agreed in advance, this will be honoured unless the information supplied by the Client was inaccurate or incomplete, or unless additional work is requested or necessary at the time of service.
4.3 If upon arrival the Company finds that the work required is significantly more than expected, the Company will inform the Client and provide an updated price before proceeding. If the Client does not agree to the revised price, the Company may cancel the service and may charge a call-out fee to cover time and travel costs.
4.4 Additional charges may apply for difficult access, congestion or parking costs, heavily soiled areas, emergency or out-of-hours bookings, and the removal of certain types of waste or contamination, where permitted by law.
5. Payments
5.1 Unless otherwise agreed in writing, payment is due on completion of the services on the day they are carried out.
5.2 The Company may accept payment by cash, card or bank transfer, subject to the payment methods offered at the time of booking. The Client is responsible for ensuring that payment details are valid and that sufficient funds are available.
5.3 For commercial Clients or larger jobs, the Company may require a deposit or advance payment prior to the commencement of services. Any such requirement will be communicated at the time of booking.
5.4 Where the Company issues an invoice with agreed credit terms, payment must be made in full by the due date stated on the invoice. The Company reserves the right to charge interest and reasonable administration costs on overdue amounts, in accordance with applicable UK law.
5.5 The Company reserves the right to suspend or cancel services, including future bookings, where payments are overdue.
6. Cancellations, Rescheduling and Access
6.1 The Client may cancel or reschedule a booking by giving the Company reasonable notice. Unless otherwise agreed, at least 24 hours notice is required for standard residential bookings and at least 48 hours notice for larger or commercial bookings.
6.2 If the Client cancels or reschedules a booking with less than the required notice period, the Company reserves the right to charge a late cancellation fee, which may be up to the full quoted price for the service.
6.3 If the Company is unable to gain access to the Premises at the agreed time for reasons within the Clients control, including but not limited to absence of the Client or keys, or incorrect address details, the Company may treat this as a late cancellation and charge a fee.
6.4 The Company will use reasonable endeavours to attend the Premises on the agreed date and time. However, the Company reserves the right to cancel or reschedule a booking due to circumstances beyond its control, including but not limited to severe weather, traffic disruption, equipment failure, staff illness, or emergencies. In such cases, the Company will notify the Client as soon as reasonably practicable and will offer an alternative appointment.
7. Client Obligations
7.1 The Client must:
a. Provide accurate information during the booking process.
b. Ensure safe access to the Premises and to all areas to be cleaned.
c. Inform the Company of any known hazards, defects, or issues at the Premises that may affect the safety of the operatives or the effectiveness of the services.
d. Keep children, pets, and vulnerable persons away from the immediate work areas and equipment during and immediately after the cleaning process.
7.2 The Client must not request the Companys operatives to undertake any work that is unsafe, illegal, or outside the scope of the services agreed.
8. Damage, Liability and Insurance
8.1 The Company will take reasonable care when providing the services. In the unlikely event that damage occurs as a result of proven negligence by the Company or its operatives, the Company will, at its discretion, repair the damage, offer fair compensation, or arrange for a third party to remedy the issue, subject to the limitations set out in this clause.
8.2 The Company shall not be liable for:
a. Normal wear and tear or deterioration of carpets, rugs, upholstery or other items, including pre-existing damage, fading, or pile shading.
b. Damage arising from defects in materials, poor installation, improper manufacture, or any issue that could not reasonably have been detected prior to cleaning.
c. The reappearance of stains after cleaning where these have penetrated backing materials or underlay.
d. Any loss or damage arising from the failure of the Client to follow aftercare instructions or to provide accurate information.
8.3 The Companys total liability in respect of any claim arising out of or in connection with the services shall be limited to the total amount paid by the Client for the specific service giving rise to the claim. Nothing in these Terms and Conditions shall limit or exclude the Companys liability for death or personal injury caused by negligence, fraud, or any other liability that cannot be excluded under UK law.
8.4 The Company maintains appropriate insurance cover for its operations. Details of cover can be provided on request.
9. Waste, Contamination and Environmental Compliance
9.1 The Company operates in accordance with applicable UK regulations regarding the handling and disposal of waste and cleaning residues arising from its services.
9.2 Standard carpet and upholstery cleaning does not generally involve the removal of large quantities of waste from the Premises. Where waste material is generated, such as contaminated padding, substantial quantities of debris, or hazardous substances, the Company will assess whether it can lawfully and safely remove such waste.
9.3 The Company is not obliged to remove or dispose of hazardous waste, including but not limited to clinical waste, sharp objects, asbestos, or materials contaminated with body fluids, chemicals, or other regulated substances. Where such contamination is discovered, the Company may suspend or terminate the service and recommend that the Client engages a specialist contractor.
9.4 The Company will use cleaning products and equipment that are suitable for the intended purpose and, where practicable, environmentally responsible. The Client should inform the Company in advance of any allergies, sensitivities, or preferences regarding cleaning agents so that these can be taken into account.
10. Complaints and Service Issues
10.1 If the Client is dissatisfied with any aspect of the services, they must notify the Company as soon as reasonably practicable, and in any event within 48 hours of completion of the work.
10.2 The Company will investigate any complaint promptly and will, where appropriate, arrange to inspect the affected areas. If the complaint is justified, the Company may, at its discretion, re-clean the affected area, provide a partial refund, or take other reasonable remedial action.
10.3 Complaints raised outside of the above time frames may not be accepted, as subsequent use of the carpets or upholstery and external factors may affect the condition of the items.
11. Force Majeure
11.1 The Company shall not be liable for any delay or failure to perform its obligations under these Terms and Conditions where such delay or failure is caused by events beyond its reasonable control. Such events may include, but are not limited to, extreme weather, fire, flood, natural disaster, pandemic, industrial dispute, utility failure, or actions of local or national authorities.
12. Data Protection and Privacy
12.1 The Company will collect and use personal data provided by the Client for the purposes of administering bookings, providing services, processing payments, and managing its relationship with the Client.
12.2 The Company will handle personal data in accordance with applicable UK data protection legislation. The Client has the right to request access to, correction of, or deletion of their personal data, subject to legal and regulatory requirements.
13. Variation of Terms
13.1 The Company reserves the right to amend these Terms and Conditions from time to time. Any updated terms will be effective from the date they are published or otherwise communicated to Clients and will apply to new bookings made after that date.
13.2 The version of the Terms and Conditions in force at the time of booking will apply to that particular Agreement, unless a change is required by law or regulation.
14. Governing Law and Jurisdiction
14.1 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.
14.2 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 their subject matter.
15. General Provisions
15.1 If any provision or part-provision of these Terms and Conditions is or becomes invalid, illegal, or unenforceable, it shall be deemed modified to the minimum extent necessary to make it valid, legal, and enforceable. If such modification is not possible, the relevant provision or part-provision shall be deemed deleted. Any such modification or deletion shall not affect the validity and enforceability of the remaining provisions.
15.2 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.
15.3 The Agreement is between the Company and the Client. No other person shall have any rights to enforce any of its terms.
15.4 These Terms and Conditions, together with any written confirmation of booking and any specific terms agreed in writing, constitute the entire agreement between the parties and supersede all prior discussions, correspondence, and understandings in relation to the services.